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 for one of these reasons and the move can't go ahead, it is treated as a failed pickup (see Section 7, “If the job can't go ahead”).

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 the extra volume at the per-m³ rate of your lane, or arrange a second pickup. Any extra charge comes from Pea Logistics on your invoice; it is never paid to the driver. A smaller load than booked is re-rated down.

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: please carry these yourself. We only accept them if we agree in writing before pickup.
• Personal documents: passports, certificates, legal documents — carry these personally.
• People and pets: backloading trucks carry cargo only, never people or animals.

If a prohibited item is included without our written agreement, we are not liable for loss of or damage to that item, or for loss or damage it causes, and you are responsible for damage it causes to other goods or the vehicle.

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. If it can be moved safely, we add the heavy-item fee to your invoice; drivers never collect it.

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 excluded from our liability.

7. Pickup and delivery

Pickup happens on the date, or within the date range, you chose. We confirm the time window with you the day before, and 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.

Please tell us about any loss or damage within 7 days of delivery (see Section 9). Noting visible damage on the delivery form makes a claim quicker to settle, but not noting it does not stop you claiming.

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. That charge comes from Pea Logistics on your invoice, never from the driver.

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 keep your deposit to cover the vehicle and crew for the attempt and the travel either side, and charge nothing more. Where the job can't proceed for a reason within our control, there is no charge and we'll rebook at our cost or refund you in full.

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

Household moves come with guarantees under the Australian Consumer Law, including that we will take due care and skill. Nothing in these terms limits those guarantees: if we fail to meet one, you are entitled to a remedy under that law.

For business freight (goods not ordinarily bought for personal, domestic or household use), to the extent the law allows, our liability for loss of or damage to a consignment is limited to AU$20,000, unless a higher limit is agreed in writing before pickup.

Pea Logistics does not provide goods-in-transit insurance; see Insurance & Claims for what that means and how a claim is handled.

11. Force majeure

We are not liable for delays caused by events beyond our control: severe weather, road closures, accidents caused by others, 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. Your contract is with us, and we remain responsible to you for your move.

Carrier partners, their drivers and their crew are not authorised to collect payment of any kind, in any form, at any point. They cannot take cash, card or transfer, cannot take a deposit, and cannot vary the agreed price on the day. All money is paid to Pea Logistics directly — see clause 5 of our Terms of Service. If you are asked to pay a driver, refuse and call (03) 8612 7235.

13. Governing law

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

14. Business freight

These terms apply to pallet and business freight, with these differences:

• A freight quote can be accepted for 14 days from the date we send it.
• Each consignment is paid before pickup unless we have agreed account terms with you in writing.
• The business liability limit in Section 10 applies.
• Delivery is complete when the consignment is signed for at the delivery address.
• Report loss or damage within 7 days of delivery.

15. Contact

Pea Logistics Pty Ltd · ABN 23 697 906 022
367 Collins St, Melbourne VIC 3000
Email: ops@pealogistics.com.au
Phone: (03) 8612 7235