Terms & Conditions

Service Terms

• Our hourly price starts from the moment when the removalist(s) reach your doorsteps and finishes at the completion of the service.
• It is the customer’s responsibility to secure parking for the truck at both pick-up and delivery locations. Additional fees apply if no close loading and unloading spot is secured for the truck or when not possible.
• We strongly advise that our professional removalist(s) do the loading and unloading of the truck. Therefore, whenever the customer is helping, we are not liable for any damages.
• All the damage claims have to be brought to the notice of TWO BROTHERS REMOVALS associates at the time of the move, before they leave the drop-off address after job completion. We are not responsible for any damage claims after the removalists’ departure from the location.
• We do not use toll roads unless specifically asked for by the customer. Additional charges may apply.
• Additional charges apply to moving heavy/large goods which weigh in excess of 80kgs (such as pianos, safes, fish tanks, gym sets, massage chairs, heavy dining and billiard tables).
• All necessary measures will be taken for safe removal of TV (i.e., wrapping with blankets, etc). However, when presented not in the original manufacturer’s box, we are not liable for damages that may happen during the course of the move.
• At the time of the move, if the actual job differs from the information provided at the time of the booking, then the customer is liable to pay additional charges decided by us to recover the extra cost associated with labour, fuel, etc.
• We try our best to move all goods in a single trip in the truck decided at the time of the booking, but if an additional trip is required to complete the move, the customer is liable to pay additional charges to cover the cost of fuel.
• It is the customer’s responsibility to ensure adequate funds are available with him/her to make payment after job completion. Customers must make a full payment after the completion of the job.
• In case of non-payment for our service, we reserve the right to seize some of the goods delivered.

Privacy Policy

Two Brothers Removals is committed to protecting your personal information in accordance with the Australian Privacy Principles.

Collection of Information

We only collect personal information necessary to provide you with our removalist services, including your name, address, phone number, and any information required for payment or logistics.

Use of Information

Your information is used solely to facilitate bookings, communicate about your move, provide estimates, and improve our services.

Disclosure

We do not share your personal information with any third party unless required by law or with your explicit consent.

Data Security

We take reasonable steps to protect your information from misuse, interference, loss, unauthorised access, or disclosure.

Access and Correction

You may request access to the personal information we hold about you and request corrections if needed.

Contact Us

For questions about your privacy or to make a complaint, please contact our team via the contact form on our website or call 1300 142 974.

Other General Terms

Availability & Scheduling

While we do our best to accommodate your preferred moving date and time, all bookings are subject to availability and confirmation by our team.

Cancellations & Rescheduling

We require at least 48 hours’ notice for cancellations or rescheduling. Short-notice changes may result in a cancellation fee.

Delays Due to External Factors

We are not liable for delays caused by traffic, weather conditions, road closures, or unforeseen events beyond our control.

Insurance Disclaimer

Basic transit insurance may apply; however, we recommend customers take out additional insurance for high-value items. Please contact us for assistance.

Access Requirements

The customer must ensure safe and reasonable access at both pickup and drop-off locations. Any obstacles (stairs, lifts, long carries) not disclosed at booking may result in additional charges.

Packing Responsibility

We are not responsible for items packed by the customer. Please ensure all boxes are sealed and clearly labelled.

Right to Refuse Service

We reserve the right to refuse service in cases where unsafe or unsanitary conditions are present, or if the customer behaves abusively toward staff.

TCPA Consent

Submitting the forms indicates your consent for us to contact you by phone, text/WhatsApp, and email using the contact details provided. We may use automated technology, including prerecorded messages, to respond to your inquiry or provide information about our services. You have the option to opt out at any time.