Terms of Carriage

1. Definitions

• "Goods" means all items handed to us for carriage.
• "Carrier partner" means the trucking company we contract to physically transport the goods.
• "Lane" means a regular route between two metropolitan areas (e.g. SYD↔MEL).
• "Backload" means a shared shipment using empty space on a truck already running between two cities.

2. Acceptance of goods

We accept goods for carriage subject to these terms and our Terms of Service. The driver may refuse goods at pickup if:

• The volume is materially larger than the booked estimate (more than 20% over).
• The goods include prohibited items (see Section 4).
• The goods are inadequately packed and likely to be damaged in transit.
• The goods exceed safe lifting limits without prior notice (see Section 5).

If we refuse goods at pickup, you remain liable for the agreed price of the booked move minus a cancellation refund per our Refund Policy.

3. Volume and weight

Quotes are based on cubic metres (m³), because a normal household load fills a truck's space long before it reaches the truck's weight limit.

Dense loads are the exception. A garage, workshop, office or shop fit-out can weigh three to four times what the same space of household furniture weighs, and a truck can reach its legal payload while the load still looks half a truck short. So:

• Where a load is denser than about 330 kg per cubic metre, we charge on the greater of its volume and its weight, as general freight carriers do.
• Where the weight exceeds one vehicle's legal payload, the job needs a second vehicle regardless of how much space it takes. We are not permitted to overload a truck, and we won't.

Tell us at quote time if the load is mostly tools, tiles, files, stock, machinery or gym equipment — the quote form asks, and it changes the price and the number of trucks we send.

If your actual volume on the day exceeds the booked volume by more than 10%, we may charge an additional fee at the per-m³ rate of your lane, or arrange a second pickup at our discretion.

4. Prohibited items

We will not carry the following:

• Hazardous materials: petrol, oil, gas bottles, paint, fireworks, ammunition, explosives, corrosives.
• Perishables: fresh food, frozen food, fresh flowers, plants in soil, live animals.
• Illegal goods: drugs, unlicensed firearms, counterfeit products, stolen goods.
• Cash, jewellery, securities: we recommend you carry these personally; if you must include them, declare and insure separately under premium cover.
• Personal documents: passports, certificates, legal documents — carry these personally.
• People and pets: backloading trucks carry cargo only, never people or animals.

Including any of the above breaches these terms and voids goods-in-transit insurance for the entire shipment.

5. Heavy items

Items over 100 kg (pianos, pool tables, safes, large workshop equipment) require advance notice. Without notice, the driver may refuse to load the item or charge a heavy-item fee at pickup.

6. Packing requirements

You agree to:

• Pack non-furniture items in boxes or sealed containers. Loose items will not be loaded — they get lost between other customers' stuff.
• Wrap fragile items individually with bubble wrap, newspaper, or moving blankets.
• Drain and disconnect appliances (washing machine, dishwasher, fridge) at least 24 hours before pickup.
• Empty drawers and remove glass shelves from furniture.
• Mark fragile boxes clearly on at least two sides.

Damage to items you packed yourself, where the cause was the packing, is not covered by goods-in-transit insurance.

7. Pickup and delivery

We provide a 4-hour pickup window agreed at booking. The driver will call or text when 30-60 minutes away.

Delivery follows the truck's route — we'll provide an ETA window the morning of delivery and an updated ETA when the driver is 30-60 minutes away.

You must:

• Be present (or have a nominated representative present) at both pickup and delivery.
• Inspect goods at delivery and note any visible damage on the delivery confirmation form before signing.

Damage not noted at delivery and reported within 24 hours is considered to have arrived in good order, except for damage that was concealed by packaging.

Access on the day

Your quote is priced on the access you described — floors and stairs at each end, lift availability, and whether the truck can park within about 20 metres of the door. If the access on the day is materially harder than described (more flights than booked, a lift that isn't available, or a carry substantially longer than 20 metres), we may charge the difference at the rates published on your quote.

We'd always rather know in advance. Access noted at booking is priced once, calmly, and the right crew and equipment turn up. Access discovered at 8am is the thing most likely to delay your move and everyone else's that day.

If the job can't go ahead

Occasionally a crew arrives and the move genuinely cannot proceed — no access to the property, keys not released, a building lift out of service with no stair alternative, prohibited items making up a substantial part of the load, or the property and load differing materially from what was booked.

Where that happens for a reason outside our control, we charge a failed-pickup fee of $350, which covers the vehicle and crew for the attempt and the travel either side. Your deposit is applied against it. Where the job can't proceed for a reason within our control, there is no charge and we'll rebook at our cost.

This is a last resort, not a revenue line. If something has gone wrong, call us before the truck leaves the depot — a rebooked job costs you the cancellation terms in our Refund Policy, which are almost always cheaper than a failed pickup.

8. Storage in transit

Backloading is point-to-point. We do not provide storage on the truck. If your delivery destination is not ready when the truck arrives, we may:

• Hold the truck for up to 30 minutes at no extra charge.
• Beyond 30 minutes, charge a waiting fee of $80 per hour or part thereof.
• If the destination remains unavailable, deliver to a self-storage facility you nominate (handling fees apply) or return the goods to a Pea Logistics partner depot (re-delivery fees apply).

9. Loss or damage claims

If goods are lost or damaged in transit, lodge a claim through our Insurance & Claims page within 7 days of delivery (or 14 days for non-delivery).

You'll need:

• Your booking reference (PL-XXXXX).
• Photos of the damage (or the place the missing item should have been).
• Proof of value — purchase receipt, replacement cost quote, or professional valuation for high-value items.
• The signed delivery confirmation form (if applicable).

10. Limits of liability

Our maximum liability for loss or damage is the value of the goods as covered by goods-in-transit insurance — AU$20,000 by default, higher if you upgraded to premium insurance at booking.

Per-item limits and exclusions apply — see Insurance & Claims for the full list.

11. Force majeure

We are not liable for delays caused by events beyond our control: severe weather, road closures, accidents, mechanical failure, or pandemics. We will keep you informed and reschedule the move without rebooking fees.

12. Sub-contracting

You acknowledge that the physical carriage of goods is performed by carrier partners under contract to Pea Logistics. We remain your primary point of contact and are responsible for service standards.

13. Governing law

These Terms of Carriage are governed by the laws of New South Wales, Australia, and operate alongside the Heavy Vehicle National Law (HVNL) and the Australian Consumer Law.

14. Contact

Email: ops@pealogistics.com.au
Phone: (03) 8612 7234