1. Who We Are

TRUE LOAD is an Australian moving company providing packing, transport, storage, and delivery services. When you book a move with us, you agree to the terms below.

2. Booking & Quotes

All quotes are based on the information you give us (pickup, drop-off, stairs, parking, number of items).

If the job is bigger or takes longer than expected, extra charges may apply.

A booking is confirmed once you accept our quote and pay the deposit.

3. Payments

A deposit is required to secure your booking.

Final payment will be due prior to delivery or on the day of your move as per the request.

We accept card, bank transfer, or cash. Card payments may include a small surcharge.

4. Cancellations & Changes

Cancel 48+ hours before your move = full refund (minus any bank/admin fees which is $70).

Cancel 24–48 hours before = 50% refund of deposit.

Cancel less than 24 hours = No refund.

Subject to our REFUND AND CANCELLATION POLICY.

If you need to change your booking, let us know as early as possible. Extra costs may apply if extra time or resources are needed.

5. Parking & Access

You are responsible for arranging safe and legal parking at both addresses.

If our team has to wait or walk longer distances due to access issues, extra charges may apply.

6. Packing Services

You can pack your own items, or we can pack for you (extra charge service).

Please pack fragile or valuable items carefully. Tell us if anything needs special care.

We cannot move dangerous goods (gas bottles, fuel, chemicals, explosives, illegal items).

7. Our Responsibility (Insurance & Damage)

We handle your belongings with care, but accidents can happen.

We carry standard transit insurance. Our liability is limited to the value set out in our insurance cover or the Australian Consumer Law.

To fully protect high-value items, you may arrange additional insurance at your cost.

If something is damaged, you must report it to us within 48 hours (with photos).

8. Claims & Complaints

Report any loss or damage as soon as possible by emailing contact@trueload.com.au with photos and your job reference.

We will respond within 3 business days and aim to resolve all claims within 14 days.

Solutions may include repair, replacement, or compensation (depending on the situation).

9. Storage

Storage is charged weekly or monthly.

Access to storage requires 48 hours’ notice.

If storage fees remain unpaid for more than 30 days, we may take action to recover costs, including disposal of goods (in line with Australian law).

10. Health & Safety

Please tell us if anyone at your property has a health risk (such as COVID isolation) so we can take precautions or reschedule.

Our team reserves the right to stop work if the site is unsafe.

11. Force Majeure (Unexpected Events)

We are not responsible for delays caused by things beyond our control (bad weather, road closures, accidents, strikes, natural disasters).

12. Privacy

We only collect personal information needed for your move (name, address, phone, payment details).

We keep your information safe and never sell it to third parties.

We may share it only with subcontractors, insurers, or when required by law.

13. Governing Law

These terms are governed by the laws of Australia and your local state.

TRUE LOAD – Refund Policy

Deposit refunds depend on cancellation notice (see above).

If we make a mistake, we will work with you to fix it or provide a fair refund/discount.

Refunds for damage claims will be based on repair, replacement or compensation (depending on insurance terms).

TRUE LOAD – Complaints Procedure

We acknowledge complaints within 3 business days.

We aim to provide a fair solution within 14 business days.

TRUE LOAD – Customer Summary (easy website wording)

“We know moving can be stressful. At TRUE LOAD, we keep things simple. Our terms are fair, our prices are clear, and we treat your belongings like our own. If something goes wrong, we’ll work with you quickly to put it right. That’s our promise.”