Customer Terms & Conditions

These Terms govern the use of the Moviq platform. By requesting a SmartQuote, making a booking or accepting these Terms electronically, you agree to be legally bound by them.

Moviq acts as a booking, administration and payment platform, facilitating bookings and collecting payments on behalf of Independent Moving Partners.

SmartQuote is an estimate based on the information provided by the Customer. Final charges may vary where the declared inventory, access conditions or service requirements differ.

A booking is confirmed only after payment of the Booking Fee, acceptance of these Terms and confirmation by Moviq.

Bookings are charged at the published hourly rate with a minimum charge of two hours unless otherwise stated.

A Call Out Fee applies to every booking. The applicable Call Out Fee is determined by Moviq based on operational factors, including but not limited to travel distance between the assigned Partner's depot and the pickup and/or delivery locations. The minimum Call Out Fee is 30 minutes; however, a longer Call Out Fee may apply. The applicable Call Out Fee will be disclosed before the booking is confirmed.

Customers must accurately declare inventory, stairs, lift access, long carry distances, parking restrictions and special handling requirements. Inaccurate information may result in additional charges, delays or rescheduling.

Chargeable time starts when the assigned crew arrives at the scheduled address. Waiting for customer preparation, building access or lift availability does not pause chargeable time.

If the Customer is not ready upon crew arrival, the hourly rate continues from the arrival time.

If the crew arrives late, billing starts only upon arrival.

Customers are responsible for arranging suitable access, lift reservations and any required parking. Parking costs may be added where applicable.

Moviq collects and processes payments on behalf of Independent Moving Partners as the authorized booking, administration and payment platform. Moviq remits the applicable Partner amount after deducting the agreed platform commission.

Moviq acts solely as an intermediary between Customers and Independent Moving Partners. Except where expressly stated, Moviq does not become the supplier of the removal services merely because it facilitates bookings or collects payments.

The Booking Fee secures the booking and covers Moviq's administration, platform and booking management costs. Once a booking has been confirmed, the Booking Fee is generally non-refundable, except where required by Australian Consumer Law or where Moviq cancels the booking and is unable to offer a suitable alternative. Rescheduling requests made at least 48 hours before the booking remain subject to Moviq and Partner availability.

Any claim relating to damage, loss, theft, delay or the quality of the moving services must be directed to the Independent Moving Partner responsible for performing the Services. Moviq acts solely as the booking and payment platform and is not responsible for the performance of the removal services.

Where available, Customers should report service issues through the Moviq customer portal within two (2) days of job completion so Moviq can notify the Partner and help administer the claim process. Reporting through the portal does not make Moviq the supplier of the removal services or the party responsible for settling the claim.

Nothing in these Terms excludes or limits any rights that cannot lawfully be excluded under the Australian Consumer Law.

The Moving Partner may take photographs before, during and after the service for operational records and dispute resolution, including optional records of pre-existing damage or condition.

Condition records captured on the job sheet may be used as evidence if a later claim is raised. Customers may be asked to acknowledge that they had the opportunity to review any recorded pre-existing conditions at completion.

To the maximum extent permitted by Australian law, Moviq is not liable for any loss, damage, theft, delay, personal injury, property damage or other claim arising from the acts or omissions of an Independent Moving Partner. Nothing in these Terms excludes or limits any rights that cannot lawfully be excluded under the Australian Consumer Law.

Depending on the structure of the booking and applicable law, payment receipts, tax invoices or other transaction documents may be generated by Moviq and/or the Independent Moving Partner.

These Terms are governed by the laws of Western Australia.

Electronic acceptance has the same legal effect as a handwritten signature.

Website: https://moviq.com.au

Email: hello@moviq.com.au