Terms of Service

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 (ABN 23 697 906 022) ("Pea Logistics", "we", "us") is an Australian removals and freight company. We move household and business goods on trucks that already have space on their interstate runs.

When you book with us, your contract is with Pea Logistics Pty Ltd, and we are responsible to you for your move. We engage carrier partners to do the driving and handling as our subcontractors; that does not change who you deal with or who is answerable to you.

3. The service

What you can expect when you book with us:

• An online estimate based on your origin, destination, volume, dates, and any add-ons you select. You can accept it for 7 days from the date we send it.
• When you accept, the price is fixed for the move as you described it (Section 4 explains the only ways it can change).
• Confirmation of capacity for your dates within one business day of accepting. If we cannot confirm your dates, nothing is payable and anything you have paid is refunded in full.
• Pickup on the date, or within the date range, you chose. We confirm the time window with you the day before.
• Carriage under our Terms of Carriage (see Insurance & Claims for how loss or damage is handled).
• Email notification when you book and before pickup, and direct contact from the driver on the day.

4. Quotes and bookings

The price shown on the website is an estimate until you accept it. It is based on the information you give us. Accepting fixes the price for the move as you described it: the volume, addresses, access, dates and add-ons in your quote.

The price can change only if the move turns out to be different from what you told us:

• The actual volume is more than 10% above what was quoted (see our Refund & Cancellation Policy, section 6; a smaller load is re-rated down).
• 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.

Any change is calculated and charged by us, in writing, never by a driver. We will tell you about it before the move starts where we can. If we revise your price before the move starts and you don’t agree to the new price, you can cancel and we will refund everything you have paid.

5. Payment

For household and other one-off bookings, a deposit of 15% of the total price is due before pickup; we will contact you to arrange it. The balance is due on the day your goods are delivered. We never hold your goods as security for payment. We do not take any payment when you request a quote.

Business freight is paid before pickup for each consignment unless we have agreed account terms with you in writing.

All prices on the website include GST unless stated otherwise.

Who you pay

Pay Pea Logistics only. Never pay a driver, a removalist crew or a carrier partner directly. Payment is made to us by credit card, or by bank transfer to the account named on your invoice — and to no one else.

The people who load and drive your goods work for carrier partners engaged by us. They have no authority to ask you for money, to accept cash, card or transfer, to take a deposit, or to agree a different price on the day. A payment made to any of them is not a payment made to us, and does not settle what is owed on your booking.

If anyone asks you to pay them at pickup or delivery — for the move itself, for “extra” volume, for stairs, for fuel, or to release your goods — do not pay, and call us on (03) 8612 7235 straight away. Nothing legitimate is ever collected that way, and we would rather take the call and sort it out than have you out of pocket.

We will also never ask you to send payment to different bank details by email or text message alone. If you receive a message that appears to come from us asking you to change where you pay, treat it as fraudulent until you have confirmed it by calling the number above — the one published on this website, not a number given in the message.

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.
• Require every carrier partner to hold current goods-in-transit and public liability insurance, and collect their certificates of currency.
• Communicate any delays or issues promptly.
• Respond to support requests within one business day.
• Hold public and products liability insurance with a limit of $20 million. This is not insurance for your goods: see Insurance & Claims.

8. Liability

Our liability for any loss or damage to goods in our care is governed by our Terms of Carriage; our Insurance & Claims page explains how a claim is handled.

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 or damage caused by a prohibited item you 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 7235

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 Victoria, Australia. You and we submit to the non-exclusive jurisdiction of the courts of Victoria 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 you accept your quote. 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. Our content and our rates

The content of this site — its text, layout, design, code, our rate card, and the method we use to produce it — belongs to us or is licensed to us, and is protected by the Copyright Act 1968 (Cth).

Our rates are compiled by our people. We decide which lanes to publish, the reference load size each rate is expressed against, and the way the card is arranged, and every change to a published rate is reviewed and approved by us before it goes live.

We publish our prices openly because we think you deserve to see them before you hand over your details. That is a choice about transparency. It is not a licence to reuse them as your own.

16. Using our rates

You are welcome to:

• Read, print and share this site for your own use.
• Quote or cite our rates — in articles, comparisons, research, or answers given by an automated assistant — as long as you say the figures are ours and give the date or edition you took them from.
• Read this site with automated tools, in line with our robots.txt. We publish machine-readable pricing deliberately and we are not trying to discourage it.

Please don’t, without asking us first:

• Republish our rate card, in whole or in substantial part, as the pricing of another business.
• Use our rates or our pricing method to set or calibrate the prices of a competing service.
• Extract our rates systematically or repeatedly to build a competing price list or dataset.
• Try to reconstruct our pricing method from anything published here.
• Remove or alter an attribution, edition identifier or copyright notice.
• Access the site in a way that puts an unreasonable load on it.

None of this restricts fair dealing or anything else the Copyright Act 1968 (Cth) permits, or any right you have that cannot be excluded.

17. Our public pricing interface

You may call our public pricing endpoints to get an estimate, on the same terms as Section 16. Responses carry an edition identifier — if you reproduce a figure, please reproduce that identifier or the date with it, so whoever reads it knows how current it is.

We may rate-limit, change or withdraw the interface at any time, and we may withdraw access from anyone who ignores Section 16.

18. 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