Terms of Service

1. About Movers Lane

Movers Lane Limited is a New Zealand-registered moving and delivery company providing services including:

• Residential house and apartment moving.
• Furniture moving and single-item delivery.
• Storage unit collections and deliveries.
• Office and small commercial relocations.
• Marketplace and Trade Me furniture collections.
• Other transport, moving and related services agreed in writing.

Services are subject to availability, vehicle suitability, location, safety requirements and the agreed booking details.

Contact details

Website: www.moverslane.co.nz
Email: hello@moverslane.co.nz
Phone: 027 23 53 222
Service area: Auckland and other New Zealand locations by arrangement.

2. Quotes and Booking Confirmation

2.1 Quotations

Quotations are prepared using the information supplied by the customer, including:

• Inventory and estimated volume of goods.
• Pickup and delivery addresses.
• Property access and parking.
• Stairs, lifts, loading distances and obstacles.
• Required number of movers.
• Vehicle capacity and number of trips.
• Special handling or packing requirements.
• Proposed moving date and time.

Customers must provide accurate and reasonably complete information.

2.2 Booking Confirmation

Submitting an enquiry or receiving a quotation does not guarantee availability.

A booking becomes confirmed when Movers Lane accepts the booking and its agreed scope, price or pricing method, date and other material terms.

Confirmation may be recorded through email, an accepted quotation, an approved booking system or an authorised third-party platform.

2.3 Changes to Booking Information

If material information changes after quotation, Movers Lane may propose a revised price, revised service arrangements or a revised schedule.

Where the original service cannot reasonably be performed as quoted, we will explain the available options before proceeding with materially additional chargeable work.

3. Inventory, Volume and Truck Capacity

3.1 Agreed Inventory

A quotation covers the items and estimated volume disclosed and accepted when the booking is confirmed.

Items not included in the agreed inventory are not automatically included in the service.

Examples include additional furniture, boxes, garden equipment, garage contents, appliances and other belongings not previously declared.

3.2 Estimated Volume

Inventory-based volume calculations are estimates and may differ from the actual loading volume due to item dimensions, packaging, shape, weight distribution and safe loading requirements.

Movers Lane will make reasonable efforts to use the available truck space efficiently while maintaining safe loading and adequate protection.

3.3 Truck Capacity

Where a booking specifies a particular vehicle capacity, the service is limited to the usable and legally permitted carrying capacity of that vehicle, subject to the agreed scope.

Truck capacity stated in cubic metres does not guarantee that all items will fit, particularly where heavy, oversized, unusually shaped or fragile items prevent normal stacking.

Vehicle payload limits and safe load-restraint requirements must also be observed.

3.4 Additional Items and Trips

If the actual inventory materially exceeds the quoted inventory or available vehicle capacity:

• Additional items may require an additional charge.
• An extra trip may require additional transport and labour charges.
• A larger or additional vehicle may be required, subject to availability.
• Movers Lane may prioritise the agreed inventory and decline additional items if the capacity, time or safety requirements do not permit them.

Customers will be informed of material additional charges and asked to authorise additional work before it is undertaken.

Movers Lane is not obliged to transport undeclared goods beyond the agreed booking scope.

4. Fixed-Price and Hourly-Rate Services

4.1 Fixed-Price Moves

A fixed-price quotation applies to the agreed inventory, pickup and delivery locations, access conditions, services and transport arrangements.

Provided the agreed scope and conditions remain materially unchanged, the quoted price will not be increased merely because the work takes longer than expected.

Material changes to the agreed scope may require a separately approved additional charge.

4.2 Hourly-Rate Moves

Where hourly pricing applies, the customer will be advised of the hourly rate, minimum charge and chargeable time arrangements before booking confirmation.

Depending on the agreed quotation, chargeable time may include:

• Loading and unloading.
• Travel between relevant locations.
• Agreed depot-to-depot travel.
• Waiting time caused by customer-related access delays.
• Additional packing, dismantling or other agreed services.

Any depot travel charges, minimum hours and applicable surcharges must be disclosed before booking confirmation.

4.3 Additional Charges

Additional charges may apply where agreed services are materially changed by circumstances such as:

• Additional inventory.
• Additional pickup or delivery locations.
• Unreported staircases or significant carrying distances.
• Unavailable or unsuitable lifts.
• Unexpectedly restricted truck access.
• Additional assembly or dismantling.
• Customer-requested waiting time.
• Extra trips or additional vehicles.
• Additional labour requested or reasonably required for the changed scope.

We will explain the reason and pricing basis and obtain customer approval before performing material additional work.

If an agreement cannot be reached, Movers Lane may complete only the work within the original agreed scope, where reasonably safe and practical.

5. Access, Parking, Stairs and Property Conditions

Customers must disclose relevant access requirements before the move, including:

• Stairs and the relevant floor levels.
• Availability, dimensions and restrictions of lifts.
• Narrow doors, hallways and staircases.
• Steep or restricted driveways.
• Long carrying distances.
• Parking restrictions and loading zones.
• Body corporate or building management requirements.
• Fragile flooring, recently painted surfaces and other vulnerable property features.

Customers are responsible for arranging lawful and reasonably suitable access, building permissions and loading arrangements under their control.

Movers Lane may request changes to access arrangements if the proposed method creates a material risk to people, property, goods or vehicles.

We may decline an unsafe manoeuvre or access route.

If an item cannot safely pass through an opening, Movers Lane is not required to force the item through or perform an unsafe operation.

Alternative solutions, where available, may involve additional agreed charges.

6. Customer Responsibilities

Customers agree to:

1. Provide accurate inventory, access and contact details.
2. Disclose fragile, high-value, oversized or unusually heavy items.
3. Prepare and pack items not included in an agreed packing service.
4. Secure loose components and personal belongings.
5. Remove food and other unsuitable contents from appliances where appropriate.
6. Ensure an authorised person can provide access and receive the goods.
7. Obtain permission to move goods and access relevant properties.
8. Inform Movers Lane of known defects or damage that could affect safe handling.
9. Keep children, pets and bystanders away from active loading areas.
10. Arrange any insurance protection appropriate to the value and nature of the goods.

Customers should remove or separately secure important documents, cash, jewellery, medication, passports, keys and other essential personal items.

7. Packing, Protection and Fragile Items

7.1 Standard Protection

Movers Lane will use reasonable care and appropriate moving practices when handling goods.

Depending on the type of service and goods, these may include moving blankets, trolleys, straps and other suitable equipment.

The nature and extent of packing and protection included in a service will be determined by the confirmed booking.

7.2 Customer-Packed Goods

Customers are responsible for ensuring goods they pack are reasonably suitable for transport.

Movers Lane is not responsible for loss or damage to the extent it is established that the loss or damage resulted directly from defective or inadequate customer packing without fault on Movers Lane's part, subject to applicable law.

We may ask customers to repack unsafe or inadequately protected items or agree to additional protective packing.

7.3 Fragile and High-Value Items

Customers must identify items requiring special care before the move.

Examples include:

• Glass cabinets and glass furniture.
• Large televisions and electronic equipment.
• Mirrors, artworks and antiques.
• Marble, stone and ceramic furniture.
• Musical instruments.
• Delicate or unusually valuable furniture.
• Items with high sentimental value.

Specialist packaging, additional movers or specialised equipment may be required.

Such services may incur additional charges when agreed.

Movers Lane may decline items that cannot be safely moved using the agreed resources.

8. Furniture Dismantling and Assembly

Furniture dismantling and reassembly are included only where expressly agreed.

Where agreed, our team will take reasonable care during the process.

Customers should disclose furniture that has been previously repaired, modified, weakened or repeatedly assembled and dismantled.

Some flat-pack furniture and older furniture may be vulnerable to damage when dismantled or moved.

Movers Lane will assess responsibility for any damage according to the circumstances, the agreed service and applicable law.

Installation of electrical, plumbing, gas or other regulated systems is not included unless expressly agreed and carried out by a suitably qualified person where required.

9. Appliances and Electrical Equipment

Customers must prepare appliances for transportation in accordance with relevant manufacturer guidance.

This may include:

• Defrosting and emptying refrigerators or freezers.
• Disconnecting water hoses and electrical connections safely.
• Draining washing machines where required.
• Securing loose trays, shelves, doors or internal components.
• Using appropriate transit bolts or other manufacturer-required protection where applicable.

Unless expressly included in the agreed service, Movers Lane does not undertake plumbing, electrical installation, testing, commissioning or certification.

Customers must follow the appliance manufacturer's instructions regarding positioning, settling and reconnection after transport.

Movers Lane does not guarantee that an appliance will operate after relocation where its pre-move working condition has not been independently verified.

However, this does not remove responsibility for loss or damage legally attributable to Movers Lane's handling or transportation.

Where an appliance fault is reported, we may request an independent technical assessment to help determine the cause of the fault.

Responsibility for reasonable inspection costs will be assessed according to the circumstances and applicable law.

10. Dangerous, Restricted and Unsuitable Goods

Customers must not tender dangerous, prohibited or illegal goods for carriage.

Items requiring advance disclosure and express acceptance may include:

• Flammable liquids and fuels.
• Gas cylinders.
• Chemicals and hazardous substances.
• Firearms or ammunition.
• Large lithium batteries or damaged batteries.
• Perishable or temperature-sensitive goods.
• Live animals and plants requiring special conditions.
• Items requiring regulated or specialist transport.

Movers Lane may refuse to carry goods that are illegal, unsafe, insufficiently prepared or incompatible with the agreed service.

Any lawful additional handling, storage or disposal costs arising from undisclosed dangerous goods may be recoverable where reasonably incurred and legally permissible.

11. Customer Assistance and Third Parties

Customers may arrange assistance from family members, friends or other persons, subject to prior agreement and workplace safety requirements.

Movers Lane may restrict participation in loading, lifting or unloading where necessary for safety.

Where non-Movers Lane personnel handle goods, responsibility for any alleged damage will be assessed according to who handled the goods, how the incident occurred and the applicable legal obligations.

Customer assistance does not automatically invalidate the customer's statutory rights or the applicable carriage arrangements.

Customers should not enter trucks or operating areas or handle moving equipment without permission from the crew leader.

12. Property Protection

Movers Lane will take reasonable care when carrying goods through properties and common areas.

Customers must inform us of vulnerable property surfaces or known access limitations, including:

• Delicate timber flooring.
• Glass doors and panels.
• Unprotected corners.
• Recently painted walls.
• Loose or damaged stairs.
• Fragile landscaping.
• Narrow or structurally unsuitable access routes.

Movers Lane may request additional protection or an alternative carrying method.

Any claim for property damage will be investigated fairly, taking into account available evidence, pre-existing condition, causation and applicable law.

The statutory carriage liability limit for goods does not automatically govern damage to buildings or other property.

13. Carriage Risk, Liability and Insurance

13.1 Type of Carriage Contract

Unless a different legally valid carriage arrangement is expressly agreed, goods transported by Movers Lane under a contract for carriage are carried at limited carrier's risk under Part 5 of the Contract and Commercial Law Act 2017.

13.2 Statutory Liability

Under limited carrier's risk, the statutory liability for loss of or damage to goods is generally limited to NZ$2,000 per unit of goods, subject to the Act's provisions, exceptions and applicable legal rights.

This is a statutory liability arrangement, not a promise that each item is insured for $2,000.

13.3 Responsibility for Goods

Movers Lane's responsibility for goods accepted for carriage begins and ends in accordance with the agreed carriage contract and applicable law.

Liability is determined by the nature and timing of the alleged loss or damage, the applicable carriage arrangement, the evidence and any relevant statutory exceptions.

13.4 Transit Insurance

Customers are strongly encouraged to arrange appropriate transit or contents insurance, particularly for valuable, fragile or irreplaceable belongings.

Customers should consult their own insurer or insurance adviser to confirm:

• Whether their existing contents insurance covers relocation.
• Whether loading and unloading are covered.
• Applicable exclusions and policy excesses.
• Whether accidental damage is covered.
• Whether high-value items require separate declaration.
• Whether the involvement of customer helpers affects coverage.

Movers Lane's own insurance arrangements do not automatically provide comprehensive replacement-value insurance to customers.

Any insurance specifically offered or arranged through Movers Lane must be separately identified in writing, including its terms, limits, exclusions, excesses and insurer.

13.5 No General Waiver of Consumer Rights

Nothing in these Terms excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded, restricted or modified.

14. Pre-Existing Damage and Item Condition

Customers should disclose known defects, existing damage, instability and prior repairs.

Movers Lane may record the apparent condition of goods through photographs, notes or other appropriate records before handling.

Pre-existing scratches, dents, structural weaknesses and defects do not automatically become the responsibility of Movers Lane.

Where new damage is alleged, responsibility will be assessed using the available evidence and applicable law.

Photographs and condition records may be used in the assessment, but the absence of pre-move photographs does not automatically determine liability in favour of either party.

15. Loss, Damage and Claims Procedure

We take customer concerns seriously and aim to investigate legitimate claims promptly, fairly and professionally.

15.1 Reporting Concerns

Customers should inspect accessible items as soon as reasonably practical after delivery.

We encourage customers to report visible damage or missing items as soon as possible, preferably within 48 hours, so relevant evidence can be preserved.

This is a recommended reporting period, not an automatic forfeiture of statutory rights.

Under section 274 of the Contract and Commercial Law Act 2017, written notice of a claim for damage to or partial loss of goods under the relevant statutory carriage provisions generally must be given within 30 days after the carrier's responsibility ends, subject to statutory exceptions and procedures.

Other claims and statutory rights may be governed by different requirements.

15.2 Information Required for Assessment

Customers are requested to provide, where reasonably available:

• Booking reference and date of service.
• Description of the affected item.
• Description of the alleged damage or loss.
• Photographs showing the concern.
• Available photographs or records of the item's prior condition.
• Information about when the issue was first noticed.
• Purchase records or other reasonable evidence of ownership and value.
• Relevant repair, technical assessment or replacement information.

For missing-item claims, we may request additional information identifying the item, its contents if relevant, the packing arrangements and the last known location.

We may also review crew statements, vehicle records, photographs, inventory information and other relevant evidence.

We will not reject a claim solely because a customer cannot provide every requested document.

15.3 Investigation

An acknowledgement of a claim does not, by itself, constitute acceptance of legal liability.

Movers Lane may:

• Investigate the circumstances.
• Request relevant supporting information.
• Consult employees or contractors involved.
• Arrange or consider technical assessments.
• Refer a matter to its insurer or insurance adviser.
• Request reasonable opportunities to inspect the affected item.

We will communicate the outcome and reasons for our assessment within a reasonable time.

15.4 Repair, Replacement and Compensation

Where Movers Lane is legally responsible, remedies will be assessed under the applicable carriage arrangement, consumer law and other relevant law.

Depending on the circumstances, resolution may involve reasonable repair costs, replacement, monetary compensation or another agreed remedy.

Considerations may include:

• Whether the damage was caused during the service.
• Whether it existed before collection.
• The type and extent of damage.
• Whether suitable repair is possible.
• The item's age, condition and supported value.
• Applicable statutory liability limits and exceptions.

Where appropriate, a goodwill offer may be made without admission of legal liability.

Movers Lane does not automatically accept the customer's preferred compensation amount, and customers retain their applicable legal rights to challenge a decision.

16. Missing Items and Unverified Contents

Customers are encouraged to keep an accurate record of boxes, bags, containers and valuable belongings.

Where the contents of a sealed bag or container are not visible to Movers Lane, an allegation that a particular item was inside that container will be assessed using the evidence reasonably available.

This may include packing records, descriptions, photographs, purchase information, witness accounts and relevant custody records.

Movers Lane will consider all relevant evidence and will not assume either that an item was present or that it was absent solely because its contents were not independently recorded.

Claims will be assessed fairly under the applicable law and carriage arrangement.

17. Delivery, Unloading and Completion

Customers should provide reasonable instructions about where goods are to be placed.

Unless otherwise agreed, the service includes unloading at the agreed delivery location and placing items within reasonably accessible areas consistent with the booked service.

Additional movement after initial placement, complex assembly or rearrangement may be chargeable where outside the agreed scope.

An authorised customer representative should be available to confirm delivery and raise any immediately apparent concerns.

Any delivery acknowledgement records completion of the stated service but does not waive rights relating to damage, missing items or other defects discovered later.

18. Delays and Unforeseen Circumstances

Movers Lane will use reasonable efforts to attend and complete services at the agreed time.

Delays may arise from:

• Traffic disruptions.
• Severe weather.
• Vehicle breakdowns.
• Road closures.
• Ferry cancellations.
• Access restrictions.
• Safety incidents.
• Earlier jobs taking longer than reasonably anticipated.

We will provide updates as soon as reasonably practical when a material delay becomes known.

Where necessary, alternative arrangements may be proposed.

Our responsibility for delays and available remedies will be determined by the agreed service, the circumstances and applicable law.

Nothing in this clause removes the customer's applicable statutory rights.

19. Cancellation and Rescheduling

Customers should notify Movers Lane as early as possible if a confirmed booking needs to be cancelled or rescheduled.

Any booking deposit, cancellation charge or rescheduling fee will be disclosed before booking confirmation.

Where a booking is cancelled, Movers Lane may recover reasonable costs or losses that are lawfully recoverable and were caused by the cancellation, taking account of costs avoided, opportunities to reallocate resources and any applicable statutory rights.

We will not impose arbitrary or disproportionate cancellation penalties.

Where Movers Lane cancels a service, we will explain the circumstances and arrange an appropriate refund or alternative service, consistent with applicable law.

Cancellation arrangements agreed through a third-party booking platform may also apply, subject to applicable law.

20. Payment Terms

Accepted payment methods, deposits and payment due dates will be communicated before booking confirmation.

Unless otherwise expressly stated, consumer prices are quoted in New Zealand dollars and include GST.

Customers must pay the agreed charges for services properly supplied, together with any authorised additional charges.

Where an invoice remains unpaid after the agreed due date, Movers Lane may issue payment reminders and seek recovery through lawful means.

Any applicable overdue-payment interest, administration charge or collection cost must be legally recoverable and disclosed in the agreed booking terms where required.

Customers should notify Movers Lane promptly of a genuine billing dispute.

We will work in good faith to resolve disputed amounts without improperly withholding consumer remedies or exercising disproportionate collection measures.

21. Safety and Right to Refuse Unsafe Work

The safety of customers, staff and the public is a priority.

Movers Lane may decline, suspend or modify work where there is a genuine safety concern, including:

• Unsafe lifting or carrying conditions.
• Exceeding vehicle weight limits.
• Dangerous access or loading conditions.
• Hazardous or prohibited goods.
• Aggressive, threatening or abusive behaviour.
• Inadequate equipment for the task.
• Conditions creating an unacceptable risk of injury or damage.

Where safe alternatives exist, we will discuss them with the customer.

Any resulting charges, refunds or changes will be assessed fairly under the circumstances and applicable law.

22. Photographs, Records and Privacy

Movers Lane may collect personal information and operational records reasonably necessary to provide moving and delivery services.

Such records may include:

• Customer names and contact details.
• Pickup and delivery locations.
• Inventory and booking details.
• Photographs of goods, access areas or relevant damage.
• Crew notes and service records.
• Communications, invoices and payment records.

Information may be used for booking administration, service delivery, safety, lawful claims investigation, dispute resolution and related legitimate business purposes.

Personal information will be handled in accordance with our Privacy Policy and applicable New Zealand privacy law.

Operational photographs are not automatically authorised for public marketing use. Where a photograph identifies a person or reveals personal information, appropriate privacy requirements and permissions must be observed.

23. Third-Party Platforms and Service Partners

Movers Lane may accept bookings through third-party platforms, including moving marketplaces.

Where a booking is made through such a platform, applicable platform terms may form part of the booking arrangements.

Movers Lane's Terms apply to the extent they are properly incorporated into the booking agreement and do not conflict with mandatory law or applicable agreed platform conditions.

Where Movers Lane arranges another transport provider or subcontractor, the nature of the arrangement and responsibility for the contracted services will be determined under the booking agreement and applicable law.

24. Complaints and Dispute Resolution

Customers are encouraged to contact Movers Lane directly regarding concerns.

Email: hello@moverslane.co.nz
Phone: 027 23 53 222

We aim to acknowledge complaints promptly, investigate the relevant circumstances and provide a fair response within a reasonable time.

Where the parties cannot resolve a dispute, either party may pursue appropriate legal remedies, including the Disputes Tribunal or courts where jurisdiction exists.

Customers may also contact relevant consumer protection authorities or their insurer where appropriate.

Nothing in these Terms prevents customers from exercising their lawful rights.

25. Website Information

We take reasonable care to keep website information accurate and current.

However, service areas, available equipment, operating hours and other general information may change.

Website descriptions are not a guarantee that a particular service, vehicle or date is available.

A confirmed booking agreement will identify the services actually agreed.

26. Changes to These Terms

Movers Lane may amend these Terms periodically to reflect operational, commercial or legal changes.

Updated Terms will be published with a revised date.

Unless otherwise lawfully agreed, amendments will not retrospectively alter the terms of an existing confirmed booking without the customer's agreement.

27. Governing Law

These Terms are governed by New Zealand law.

Disputes will be subject to the jurisdiction of the appropriate New Zealand courts or tribunals, subject to applicable legal rights.

28. Contact Information

Movers Lane Limited

Website: www.moverslane.co.nz
Email: hello@moverslane.co.nz
Phone: 027 23 53 222
Location: Auckland, New Zealand

Our commitment: Move with confidence. We aim to provide transparent pricing, careful handling, professional communication and fair resolution of concerns.