Return, Refund & Cancellation Policy

This policy applies to orders with Move Mate Pty Ltd ABN 82 684 938 672, trading as Move Mate Australia. It sits alongside our Terms of Service and Hire Terms & Conditions. All amounts are in AUD and include GST.

1. Your rights under the Australian Consumer Law

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

This policy does not limit those rights. The change-of-mind and cancellation rules below are in addition to your Australian Consumer Law rights.

2. Faulty or damaged equipment, or a problem with our service

• Please check your equipment at delivery and tell us straight away if anything is missing, faulty or damaged. We will replace it free of charge, or refund the affected portion if we cannot.

• If we deliver late, deliver the wrong items, or fail to deliver or collect as booked, contact us. Depending on the problem, we will fix it (for example by redelivering), refund the affected portion, or — for a major failure — refund the order and compensate you for reasonably foreseeable loss.

• You will never be charged replacement or cleaning fees for equipment that was faulty or damaged when we delivered it.

• Checking at delivery helps us fix problems quickly. It does not limit your rights under the Australian Consumer Law, including for faults that only become apparent later.

3. Cancelling before delivery

You can change your delivery date free of charge more than 7 days before your scheduled delivery, subject to availability. Changes within 7 days are subject to availability and the rush fees in our Shipping / Delivery Policy may apply.

To cancel or change your date, email move@movemate.com.au or call 07 2111 2102 with your order number.

4. After delivery — change of mind

• Once equipment has been delivered, the 2-week hire charge is not refundable for change of mind, including if you finish early or use fewer crates than ordered.

• If you would like your equipment collected earlier than planned, we will try to help. Early collection is subject to availability and not guaranteed. If you need collection at a set time outside your original flexible collection window (your final hire date or up to 5 days after), additional fees apply.

5. Items supplied for you to keep

Items supplied for you to keep, such as labels and ties, are not refundable for change of mind. If any item is faulty, section 2 and your Australian Consumer Law rights apply.

6. Fees charged after your hire

Cleaning, late return and replacement fees are explained in our Hire Terms & Conditions. If you think a fee is wrong, contact us within 14 days of being notified and we will review it, including any photos. If we got it wrong, we will refund it.

7. How refunds are paid

Approved refunds are paid to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank.

8. Contact and complaints

Email move@movemate.com.au or call 07 2111 2102 with your order number. We aim to respond within 2 business days. If we cannot resolve your complaint, you can contact the Queensland Office of Fair Trading (www.qld.gov.au/fairtrading).

Move Mate Pty Ltd T/A Move Mate Australia · ABN 82 684 938 672 · PO Box 1042, Buddina QLD 4575