1. About these terms
These Terms of Service apply when you use the website at pealogistics.com.au, request a quote, or book a move with us. By doing any of those things you agree to these terms.
These terms work alongside our Privacy Policy, our Terms of Carriage, our Refund & Cancellation Policy, and our Insurance & Claims page. If something in those documents conflicts with these terms, the more specific document wins for that topic.
2. About us
Pea Logistics Pty Ltd ("Pea Logistics", "we", "us") is an Australian backloading company connecting customers who need to move household or commercial goods with carrier partners who already have empty capacity on interstate trips.
3. The service
What you can expect when you book with us:
- A fixed estimate based on your origin, destination, volume, dates, and any add-ons you select.
- Confirmation of capacity within one business day of your booking request.
- Once confirmed, the price locks for 7 days from the confirmation date.
- Pickup within an agreed window (usually a 4-hour bracket).
- Goods-in-transit insurance to AU$20,000 included in the price (see Insurance & Claims).
- SMS notifications at pickup, transit, and delivery.
4. Quotes and bookings
Quotes shown on the website are estimates. They are based on the information you provide. The price becomes fixed only after we confirm capacity for your dates — usually within one business day.
We reserve the right to revise the estimate if:
- The actual volume on the day differs significantly from what was quoted.
- Access conditions (stairs, lifts, distance from truck to door) differ from what was disclosed at booking.
- Add-ons (urgency, weekend pickup, packing) are added or removed after the original quote.
We will tell you about any price change before the move starts. If you don't agree, you can cancel under our Refund Policy.
5. Payment
For one-off household and small-business bookings, payment is due within 24 hours of pickup confirmation, by credit card or bank transfer. We do not collect payment up front when you submit a quote request.
Business accounts on Net-14 terms are invoiced after each move. See your account agreement for specific terms.
All prices on the website include GST unless stated otherwise.
6. Customer responsibilities
You agree to:
- Provide accurate volume estimates, addresses, and any access notes (stairs, narrow driveways, parking restrictions).
- Pack your goods properly — see Terms of Carriage for what counts as properly packed.
- Be present (or have a nominated representative present) at pickup and delivery, or arrange contactless drop-off in writing.
- Not include any prohibited items in your shipment (see Terms of Carriage).
- Pay agreed fees on time.
7. Our service obligations
We will:
- Treat your goods with reasonable care.
- Use carrier partners who meet our Pea Carrier Standards.
- Carry valid goods-in-transit insurance to AU$20,000 (or higher if you've upgraded).
- Communicate any delays or issues promptly.
- Respond to support requests within one business day.
8. Liability
Our liability for any loss or damage to goods in our care is governed by our Terms of Carriage and the goods-in-transit insurance described in our Insurance & Claims page.
To the extent permitted by law, we exclude:
- Indirect, consequential, or special damages (including loss of income, missed business opportunities, or emotional distress).
- Damage to items you packed yourself where the cause was the packing.
- Loss arising from prohibited items being included in the shipment.
- Force majeure events (see Section 12).
Nothing in these terms limits any rights you have under the Australian Consumer Law that cannot be excluded.
9. Australian Consumer Law
Our services come with consumer guarantees under the Australian Consumer Law that cannot be excluded. If our service fails to meet a consumer guarantee you are entitled to a remedy under that law.
10. Complaints and disputes
If something goes wrong, please contact us first:
- Email: ops@pealogistics.com.au
- Phone: (03) 8612 7234
We aim to acknowledge all complaints within one business day and resolve them within 14 days where possible.
Unresolved disputes may be referred to a relevant Australian consumer affairs office, the Australian Small Business and Family Enterprise Ombudsman, or to mediation under the Resolution Institute Mediation Rules before any court proceedings.
11. Governing law
These terms are governed by the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales for any dispute that goes to court.
12. Force majeure
Neither party is responsible for delay or failure to perform caused by events beyond reasonable control — natural disasters, severe weather, road closures, accidents, strikes, government restrictions, or pandemics. We will keep you informed and rebook the move at the earliest practical opportunity, with no rebooking fee where the delay was caused by force majeure.
13. Changes to these terms
We may update these terms from time to time. The version that applies to your booking is the one in effect when we confirm your booking. Significant changes for ongoing customers will be communicated by email.
14. Severability
If any part of these terms is found to be unenforceable, the rest continues to apply.
15. Contact
Pea Logistics Pty Ltd
Email: ops@pealogistics.com.au
Phone: (03) 8612 7234