Terms of service

1. Who we are and what we do

FixMove is operated by Reboot Decorating Pty Ltd (ACN 663 037 572, ABN 30 663 037 572). These terms are an agreement between you and Reboot Decorating Pty Ltd (“FixMove”, “we” or “us”). They apply to every job you book with us in Sydney, Melbourne and Brisbane, together with your written quote. If your quote says something different from these terms, the quote applies.

We do:

• House and apartment removals with two or three movers and a truck
• Man with a van: one mover and a van for single items and small moves
• Flat pack furniture assembly
• TV and wall mounting: TVs, shelves, mirrors, pictures, curtain rods and blinds
• Small handyman jobs, such as patching small holes, adjusting doors and changing handles
• Small painting jobs, plasterboard repairs, tile repairs and regrouting
• Garden upkeep: mowing, hedge trimming, weeding, pruning and taking green waste away

We don’t do structural landscaping, such as retaining walls, paving, fences, decks or pergolas, or tree removal.

We’re responsible for the work done under your booking, whoever on our team does it.

We only do the work listed above. The limits below are part of these terms.

We keep handyman, painting, plastering and tiling jobs well inside these limits. If a job looks like it will cost more than $4,000 in Sydney, $4,000 in Melbourne or $2,000 in Brisbane, we’ll tell you before we quote and may suggest a licensed builder instead. In Queensland, we check a job’s value before we quote at what a licensed contractor would reasonably charge for it, with all the materials, including any you supply. We don’t split one job into separate bookings to get under a limit.

2. Estimates and quotes

Online estimates

Our online estimator, and any price we give before we have the full details, is an estimate, not a quote. It’s based on typical job times and the rates on our prices page.

Your written quote

Before the job, we send your quote by SMS, WhatsApp or email. It sets out:

• the service, the crew size and the date
• the hourly rate for that day, the minimum charge and how time is counted
• the travel charge for your zone
• our estimate of the time and the total price
• any extras you’ve asked for, and their prices
• what isn’t included
• how long the quote stays valid

Your quote is based on what you tell us: the items, the addresses, floor levels, lifts, parking and anything else that affects access. Photos help us get it right.

Your booking is confirmed when you accept the quote in writing while it’s still valid. We don’t take deposits (see section 5).

3. Prices and GST

All prices include GST. Every total we quote in writing includes GST, the travel charge and every fixed fee. Some costs can’t be known in advance: tolls between your addresses, paid parking and green waste drop-off fees. They aren’t in our online estimates; if your job needs them, we estimate them in your written quote and charge them at cost. Hourly rates are for the crew and vehicle; the travel charge is added once per job. For work charged by time, your quote sets out the rate, the minimum and our estimate of the total, and you pay for the time actually worked (see section 4).

• Each day has its own rate. The Saturday rate is the full rate for that day, not a surcharge on top of the weekday rate.
• We don’t take bookings on Sundays or public holidays.
• We don’t charge card surcharges, fuel levies or stairs fees. Stairs and long carries show up in the time the job takes.
• Extras, such as packing, are only added if you ask for them, and we tell you the price before you book.
• If you ask us to buy materials or parts, such as paint, tiles or handles, we charge what they cost us, show you the receipt and agree it with you first. Green waste drop-off fees for garden jobs are charged at cost with the receipt, and we estimate them in your quote.

Once your booking is confirmed, we don’t change the rates in your quote, even if our published prices change.

4. Time and minimum charges

Most jobs are charged by time. You pay for the time actually worked, at the rate in your quote, with a minimum charge. All prices include GST.

• 1 mover and a van: minimum 1 hour
• 2 movers and a truck: minimum 2 hours
• 3 movers and a truck: minimum 2 hours
• Handyman, assembly, mounting, painting, plastering, tiling and garden jobs: the minimum is the first hour, charged once per visit
• After the minimum, time is rounded up to the next 15 minutes.
• Removals travel charge, once per job: $89 in Zone A or $139 in Zone B. For handyman jobs, travel is included in Zone A and Zone B adds $40 a visit.

Zones are measured from the city centre (CBD) of Sydney, Melbourne or Brisbane: Zone A is within 20 km and Zone B is 20 to 40 km. For a move, the pick-up address sets the zone, and your written quote confirms it. Further out, we quote travel in writing. Hourly rates for each day are on our prices page and in your quote.

How we count time

• For removals, the clock starts when the crew arrives at your first address and stops when the last item is unloaded. It includes driving between your addresses. Getting to you and back is covered by the travel charge.
• For other jobs, the clock starts when we arrive and stops when the job is finished.
• For removals and man with a van, weekday work after 6:30pm is charged at the Saturday rate. If your move is likely to run past 6:30pm, your quote will say so.
• We don’t charge for the crew’s meal breaks.
• If it looks like the job will take longer than the top of our estimate, we tell you why before the extra time is worked.
• If we can’t start or carry on because access isn’t ready, for example the keys, the lift booking or a place to park, the time we wait counts as job time. We’ll let you know as soon as we’re waiting.

5. Bookings and cancellations

No deposit

We don’t take a deposit for any job. You pay when the job is finished (see section 6). If a cancellation fee applies, we send you an invoice for it.

If you cancel

Tell us by phone, SMS, WhatsApp or email. The start time is the arrival time in your booking confirmation.

All prices include GST. Each amount is the total you pay.

“All other jobs” means flat pack assembly, TV and wall mounting, handyman, painting, plaster, tile and garden jobs. These amounts cover costs we can’t get back at short notice: the people we’ve rostered and the vehicle we’ve set aside for you. They’re the most we charge: if we fill the time you booked with another job, we reduce the fee or waive it.

Changing the date

Moving your booking to another date costs nothing if you tell us more than 48 hours before the start time for a move, or more than 24 hours before for any other job. Inside that time, ask us first: we’ll tell you in writing whether any fee applies before you decide, and it’s never more than the cancellation fee for the same notice in the table above.

If severe weather would make the job unsafe, either of us can move it to another date at no charge.

If we cancel

We may need to cancel or reschedule if the job can’t be done safely, if it turns out to be work we don’t do (see jobs we don’t take), or because of something like a vehicle breakdown or illness. If we cancel:

• we tell you as soon as we know
• you pay no cancellation fee
• we offer you the next available time, and you can choose not to rebook

This doesn’t limit your rights under the Australian Consumer Law.

6. Payment

• You pay when the job is finished, after we’ve gone through the time and charges with you.
• Ways to pay: bank transfer or card.
• We don’t add a surcharge for any payment method.
• We give you a tax invoice showing the time worked, the rate, the travel charge and any extras you agreed to.
• If you think something on the invoice is wrong, tell us and we’ll go through it with you.

7. Changes on the day

If the job on the day is different from what we agreed, we stop and re-quote before carrying on. For example:

• there are more items than we were told about, or items that need more people
• there are stairs instead of a lift, or a long walk from where the truck can park
• a wall can’t safely hold the TV or shelf you want mounted

Here’s what happens:

1. We stop and show you what’s different. If you’re not there, we send photos.
2. We explain how it changes the time or the price, and send you a revised quote in writing.
3. We only carry on once you agree in writing. A reply by SMS or WhatsApp is enough.

If you don’t agree to the revised quote, you can end the job there. You pay for the time already worked (or the minimum charge, if that’s more) and the travel charge, and nothing more.

If you ask for extra work on the day, we confirm the extra time or price in writing before we start it.

8. Your belongings and damage

How we look after your things

We use removal blankets to protect furniture. Before a move, we look over your furniture for existing marks and damage, take photos and point out anything we find.

If we damage something

If we damage your belongings or your property, such as walls, floors, doors or a building’s lift, because we didn’t take due care, we put it right. Depending on the damage, we repair it, replace it, or pay the reasonable cost of repair or replacement.

Damage we didn’t cause

We’re not responsible for damage we didn’t cause. For example:

• marks and damage that were there before the job and that we noted with you
• damage to things inside boxes you packed, where the box shows no sign of being dropped, crushed or mishandled
• furniture that has been assembled before and can’t be taken apart or rebuilt without damage, where we told you about the risk before starting and you asked us to go ahead

This doesn’t limit your rights under the Australian Consumer Law. If you disagree with us about what caused the damage, see complaints and disputes.

Things we don’t move

• Gas bottles, fuel, paint, chemicals and other dangerous goods
• Firearms and ammunition
• Anything illegal
• Pets and other animals

Pianos, safes and other very heavy items need a separate quote. Please have fridges and washing machines disconnected and ready before we arrive. We don’t disconnect or connect gas, hard-wired or plumbed-in appliances, because that work needs a licensed tradesperson.

Valuables and important items

Please keep cash, jewellery, passports and important papers, medicines, keys and laptops with you. If you’d like us to move anything valuable, fragile or sentimental, tell us before the job so we can plan how to pack and carry it.

Wall mounting and drilling

Mounting means drilling into your wall, so the holes and fixings are part of the job. Before drilling, we check the wall for studs, cables and pipes. Please tell us about anything you know is in the wall. If the wall, or a bracket you supply, can’t safely hold the item, we tell you and don’t mount it.

Telling us about damage

Tell us as soon as you notice damage, and send photos. It’s easiest to sort out while the job is fresh, but telling us later doesn’t take away your rights under the Australian Consumer Law. We’ll reply as soon as we can and tell you what happens next.

Your contents insurance

Your home contents policy may cover your belongings while they’re being moved. It’s worth checking with your insurer before moving day.

9. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

In plain terms, we have to do the work with due care and skill, make sure it’s fit for any purpose you told us about, and finish it within a reasonable time if no time was agreed. The law calls these consumer guarantees.

If we don’t meet them:

• for a major failure, you can cancel and get a refund for the part of the service you haven’t received, or compensation for the drop in its value
• for a failure that isn’t major, we put it right within a reasonable time; if we don’t, you can have someone else fix it and recover the reasonable cost from us, or cancel and get a refund
• you may also be entitled to compensation for other loss or damage that was reasonably foreseeable

Nothing in these terms excludes, restricts or changes these rights. You can read more about them on the ACCC website.

10. Complaints and disputes

If you’re unhappy with our work or a charge, tell us first. It’s usually the quickest way to sort it out.

1. Call us on 0447 890 901, message us on WhatsApp or email [email protected]. Tell us what happened and send photos if you have them.
2. We let you know we’ve received your complaint, look into it, and give you our answer in writing.
3. If we can’t agree, you can contact the consumer protection agency in the state where we did the job. They help with disputes between consumers and businesses.

• NSW: NSW Fair Trading
• Victoria: Consumer Affairs Victoria
• Queensland: Office of Fair Trading Queensland

You can also apply to the civil and administrative tribunal in your state: NCAT in NSW, VCAT in Victoria or QCAT in Queensland. You don’t have to come to us first, and nothing in these terms stops you from going to these agencies or tribunals at any time.

11. Privacy

We collect your name, contact details, addresses, and photos and details of the job so we can quote, book and do the work. How we handle that information, who we share it with and how to access or correct it is set out in our privacy policy.

We don’t use photos of your home or belongings in our marketing without asking you first. We only send you marketing messages if you’ve said yes, and you can opt out at any time.

12. Changes to these terms

We may update these terms, for example when the law changes or we add a service. Updated terms apply only to bookings made after we publish them. A booking you’ve already confirmed stays on the terms that applied when you booked.

We keep earlier versions. Ask us and we’ll send you the version that applies to your booking.

13. When these terms apply

This version of our terms is dated 26 September 2026 and applies to bookings made on or after that date.

They’re governed by the law of the state where we do the job. If any part of these terms can’t be enforced, the rest still applies.

Questions about these terms? Get in touch and we’ll explain.