Hire Terms & Conditions
These Hire Terms & Conditions apply when you hire moving crates, lids, dollies, wardrobe boxes or other equipment from Move Mate Pty Ltd ABN 82 684 938 672, trading as Move Mate Australia ("Move Mate", "we", "us"). They form part of our Terms of Service (https://movemate.com.au/policies/terms-of-service). Please also read our Return, Refund & Cancellation Policy, Shipping / Delivery Policy and Privacy Policy.
Move Mate is registered for GST. All prices and fees in these terms are in AUD and include GST.
1. What you are hiring
- Reusable plastic moving crates in Small, Medium and Large sizes, with attached lids. Same-size crates nest together when empty.
- Crates are cleaned and sanitised between hires.
- Residential hire packages include a wardrobe box, a dolly, 50 labels and 50 ties at no extra charge.
- Crates, lids, wardrobe boxes, glass boxes and dollies are hired, not sold. They remain Move Mate's property at all times and must be returned at the end of your hire. Labels and ties are yours to keep.
2. Hire period and extensions
- The standard hire period is 2 weeks, starting from your delivery date.
- You can extend one week at a time. Each extra week costs 50% of your 2-week hire charge.
- You may also choose a longer hire period at checkout where that option is offered, charged at the same weekly rate.
- To extend, contact us at move@movemate.com.au or 07 2111 2102 before your hire end date so we can update your collection booking. We will charge the extension to the payment method used at checkout or send you an invoice.
Example: a 2-bedroom package is $275 for 2 weeks. Each extra week is $137.50 (50% of $275). A 3-week hire costs $412.50; a 4-week hire costs $550.
3. Delivery and collection
- We deliver up to 5 days before your chosen move date.
- We collect the empty equipment on your final hire date or up to 5 days after it. This flexible collection window is for our scheduling and is not charged as extra hire.
- If you need collection at a set time, or earlier than planned, outside this flexible window, we will try to help but it is subject to availability and not guaranteed, and additional fees apply.
- Delivery and collection fees are calculated at checkout based on your addresses. Rush and same-day delivery fees are set out in our Shipping / Delivery Policy.
- Someone aged 18+ needs to be available at delivery and collection, or you must give us clear instructions for a safe, accessible place to leave or collect the equipment.
4. Looking after the equipment
While the equipment is in your care, please:
- use crates only for packing and moving household or business belongings;
- not overload crates (keep each crate to a weight one person can lift safely) or stack them so high they become unstable;
- not pack hazardous, flammable, corrosive or illegal items, liquids that may leak, food waste, or anything that could stain or contaminate the crates;
- not write on, paint, tape over or put stickers on crates (use the labels we supply);
- not leave equipment in full sun or wet weather for long periods;
- keep equipment secure and not lend, sub-hire or sell it to anyone else.
5. Your responsibility while equipment is with you
From delivery until collection, you are responsible for the equipment and for any loss of, or damage to, it beyond fair wear and tear, unless the loss or damage was caused by us or by a fault in the equipment.
You are responsible for packing your own belongings safely. We are not responsible for damage to items you pack, except where it is caused by our failure to take reasonable care or by a fault in our equipment.
6. Returning the equipment
At collection, equipment should be:
- empty, with all your belongings removed;
- reasonably clean and dry (normal dust and light marks are fine);
- nested by size and placed where we agreed to collect it;
- complete — all crates, lids, dollies, wardrobe boxes and glass boxes supplied.
We count and check equipment at collection or when it returns to our depot. If we find a shortfall, damage or excessive soiling, we will contact you with photos and the amount before charging you.
7. Fees
7.1 Cleaning fee (excessively soiled crates only)
We expect normal use. A cleaning fee applies only if crates are returned excessively soiled — for example with dirt, mould, paint, food, liquids, adhesive or pet waste that needs more than our standard sanitising.
The cleaning fee is:
- a $25 minimum cleaning charge per order, plus
- $6.25 per soiled crate on top (charged at $75 per hour, allowing 5 minutes per crate).
Example: 10 excessively soiled crates = $25 + (10 × $6.25) = $87.50.
7.2 Late return
If equipment is not ready for collection by the end of our collection window, or you keep it beyond your booked hire period without arranging an extension, we will charge the full next one-week block.
One week block = 50% of the 2-week hire charge for your order. Each further week (or part of a week) is charged as another week block.
Example: your 3-bedroom package cost $350 for 2 weeks. If the crates are not available for collection on time, one extra week block of $175 (50% of $350) is charged. If they are still not available a week later, a further $175 applies.
We will try to contact you before charging a late return fee.
7.3 Lost or damaged equipment
If equipment is lost, stolen, not returned, or damaged beyond fair wear and tear while in your care, you will be charged the replacement cost:
| Item | Replacement cost (incl. GST) |
|---|---|
| Small crate | $45 |
| Medium crate | $55 |
| Large crate | $75 |
| Glass box | $55 |
| Wardrobe box | $110 |
| Medium dolly | $110 |
| Large dolly | $115 |
A crate with a cracked base, broken handle or lid, or that can no longer stack or nest safely, is treated as damaged beyond repair. Light scuffs and scratches are fair wear and tear and are not charged.
7.4 No bond — authority to charge
We do not take a bond. By placing an order, you authorise us to charge the payment method used at checkout for any extension, late return, cleaning or replacement fees under these terms, after we have notified you of the amount.
7.5 Christmas and public holidays
We close over the Christmas and New Year period. Closure dates are published on our website each year. Days we are closed do not count towards your hire period.
8. Our fees reflect our costs
The cleaning, late return and replacement fees above reflect our reasonable costs of cleaning, lost hire availability, and replacing equipment.
9. Your Australian Consumer Law rights
Our equipment and services come with guarantees that cannot be excluded under the Australian Consumer Law, including that equipment will be of acceptable quality and fit for purpose, and that our delivery and collection services will be provided with due care and skill. Nothing in these Hire Terms limits those rights.
Please check your equipment at delivery and tell us straight away if anything is missing, faulty or damaged, so we can replace it at no cost. You are never charged for equipment that was faulty or damaged when we delivered it. This does not affect your rights under the Australian Consumer Law.
10. Questions, disputes and claims
If you disagree with a fee, or want to make a claim about our equipment or service:
- Email move@movemate.com.au with your order number, a short description and any photos.
- We will acknowledge your message within 2 business days and aim to resolve it within 10 business days.
- If we cannot resolve it, you can contact the Queensland Office of Fair Trading (www.qld.gov.au/fairtrading).
11. Contact
Move Mate Pty Ltd T/A Move Mate Australia, ABN 82 684 938 672
Email: move@movemate.com.au · Phone: 07 2111 2102
Postal: PO Box 1042, Buddina QLD 4575