Terms & Conditions – General Freight Transport
VIP Expert Group Pty Ltd provides local and interstate freight transport services for commercial and individual clients (B2B and B2C), including but not limited to:
● Pallets, crates and packaged items
● Industrial equipment and materials
● Office furniture and business deliveries
● Whitegoods and bulk consumer goods
● Construction supplies, tools and components
● eCommerce and retail logistics support
● Freight forwarding and third-party distribution
All transport services are subject to availability, written confirmation, and acceptance of these terms.
Freight transport may be charged based on:
● Hourly rate (minimum charge: 2 hours)
● Fixed price per job or trip
● Pallet or item count
● Type of goods and required handling (e.g. fragile, oversize, heavy-duty)
● Distance and tolls
● Waiting/loading/unloading time. All prices are exclusive of GST unless otherwise stated. Quotes provided are estimates only and may vary based on real conditions.
Additional fees may apply for:
● Out-of-hours service (weekends, public holidays)
● Extra manpower or equipment
● Delays caused by incorrect address, waiting time, poor access
● Toll roads and fuel surcharges
● Multi-stop deliveries or return trips
A Call-Out Fee may apply for locations outside our base operating zones, calculated from the nearest depot. This fee covers fuel, travel time, and vehicle wear, and will be specified prior to confirmation.
Clients must ensure:
● Safe and legal access to pickup and drop-off points
● Items are properly packaged and ready for loading
● Clear communication about access restrictions (stairs, narrow entries, time limits)
● Accurate documentation and labeling
We reserve the right to refuse items not adequately prepared, or deemed hazardous or illegal to transport.
VIP Expert Group handles freight with care. However, we are not responsible for:
● Pre-existing damage or wear
● Poorly packed, unsealed or unsecured items
● Pallets or loads that collapse due to instability
● Goods not correctly labeled or declared
● Damage resulting from poor packaging by the client or third parties
We do not offer full damage guarantee or transit insurance by default.
Clients are encouraged to:
● Arrange their own transit insurance
● Clearly notify us of fragile, valuable or sensitive cargo
● Accept that minor scuffing or marks may occur with bulky or irregular items
We hold Public Liability Insurance up to $5,000,000 AUD, covering incidents caused by gross negligence on our part.
This does not cover:
● Goods in transit (unless otherwise arranged)
● Loading/unloading damage caused by clients or third-party staff
● Damaged packaging or materials not handled directly by our team
We highly recommend that commercial clients verify or obtain their own cargo insurance for full coverage.
VIP Expert Group will make reasonable efforts to meet the agreed delivery schedule.
However, we are not liable for delays caused by:
● Traffic, road closures or weather events
● Mechanical issues or breakdowns
● Government inspections or compliance checks
● Acts of God, strikes, riots, or pandemics
Delivery windows are estimates only and not contractual guarantees.
We do not transport:
● Flammable or explosive materials
● Toxic chemicals or hazardous waste
● Live animals
● Perishable food requiring cold chain logistics
● Stolen, counterfeit, or illegal items
Violation of this policy voids all liabilities and may lead to legal action.
Additional charges may apply if:
● Our team is kept waiting beyond 15 minutes
● Loading/unloading is delayed due to improper access
● The recipient is not available to accept delivery
These fees will be billed per 15-minute increment or part thereof.
● Payment must be made prior to or immediately after completion of the job.
● Accepted methods: PayID, bank transfer, credit/debit card
● Overdue payments incur a 5% weekly penalty
For commercial clients, credit terms may be extended by written agreement only.
● Bookings must be confirmed in writing.
● Cancellations with less than 24 hours’ notice incur a $100 fee.
● Rescheduling is allowed once per job and subject to availability.
● A deposit may be required for long-distance or high-volume deliveries.
● All complaints or claims must be submitted in writing within 24 hours.
● Include photos, item list and full description.
● No claims will be accepted after this window.
● Our liability is limited to $250 per job unless otherwise agreed in writing.
By confirming a freight booking with us, the client acknowledges and accepts these Terms & Conditions. These terms may be updated without prior notice, and the most recent version will be available on our website.
VIP Expert Group Pty Ltd
ABN: 27688769315
Terms & Conditions of Cleaning Services
Scope of Services
VIP Expert Group Pty Ltd provides professional cleaning services across various categories, including:
● End of Lease Cleaning
● Post-Construction Cleaning
● One-Off or Deep Cleaning
● Regular Maintenance Cleaning (Weekly, Fortnightly, Monthly)
● Commercial and Office Cleaning
Each service includes a predefined checklist tailored to the nature of the job and the property. These checklists are indicative and may be adapted depending on the condition and accessibility of the premises. The level of cleanliness achieved may vary depending on the starting condition of the property.
Types of Services
A. End of Lease Cleaning:
A comprehensive cleaning service aiming to meet general real estate expectations. While we strive to clean thoroughly, we do not guarantee a full bond refund. Thedecision remains with the property manager or landlord.
B. Post-Construction Cleaning:
Designed for properties post-renovation. This includes removing dust, paint, and debris. Permanent damage, construction defects, or embedded stains are beyond our responsibility.
C. One-Off / Deep Cleaning:
Thorough cleaning of properties needing extra care. Includes appliances, tiles, and hard-to-reach areas. We are not liable for existing damage, harsh stains, or chemical deterioration.
D. Regular Maintenance Cleaning:
Scheduled cleanings that cover general upkeep. These include mopping, vacuuming, dusting, and wiping. Not intended for deep stains or intense grime.
Pricing & Billing
Our services may be charged:
● Per hour (minimum 2 hours per cleaner)
● Per property type (house, apartment, office)
● Per event or fixed rate (e.g., End of Lease Cleaning)
Pricing is based on the estimated time and level of effort required. Final pricing may vary depending on the degree of dirtiness and actual condition on arrival. End of Lease services are not billed hourly but by scope, until the job is deemed complete to reasonable industry standards.
Stain & Damage Liability
Our cleaners use professional-grade tools and products; however, we are not liable for stains or marks that cannot be removed due to their nature, duration, or underlying damage. Examples include:
● Permanent stains on carpets, grout, or upholstery
● Scratched glass or benchtops
● Mold, rust, or oil residue
● Paintwork or surfaces deteriorated by time, humidity, or chemicals
We do our best, but no guarantee is provided regarding complete stain removal. Clients are encouraged to assess the condition of their property and understand the limits of cleaning processes.
Insurance & Responsibility
VIP Expert Group holds Public Liability Insurance up to AUD $5,000,000, covering proven gross negligence by staff.
This does NOT cover:
● Pre-existing damage or defects
● Fragile or poorly constructed materials
● Items affected by prior misuse or chemicals
Clients should consider arranging additional insurance coverage for valuable fixtures and furnishings.
Payment
All jobs must be paid in full 15 minutes before the end of service, unless otherwise arranged.
● Accepted payments:
● PayID
● Bank transfer (with receipt)
● Credit/Debit card
Overdue payments incur a 5% weekly penalty. No hidden fees. All charges are clearly stated in writing.
Cancellations & Rescheduling
Cancellations made within 24 hours of the scheduled time will incur a $100 fee. Rescheduling is permitted with at least 24 hours’ notice and subject to availability.
Property Access & Safety
Clients must ensure:
● Full access to the property
● Water and electricity availability
● Removal of personal or valuable items
Hazardous conditions (e.g., mold, pest infestation, bodily waste) may result in job refusal or partial charges for time/travel.
Damages & Reimbursement
If damage occurs and is clearly caused by our team, we may offer goodwill compensation. Claims must be submitted within 24 hours with photographic evidence. Maximum liability is capped at $250 per job.
Re-Clean Policy
Applicable ONLY to End of Lease Cleaning. One free re-clean is offered within 72 hours if:
● The property remains unoccupied
● The issue is cleaning-related
● Report is supported by the agent or landlord
Final Agreement
By booking, the client agrees to these terms. These conditions may be revised from time to time. The latest version is always available on our website.
ABN: 27688769315
VIP Expert Group Pty Ltd
Terms and Conditions of Removalist Services
Booking and Confirmation of Services
All removalist services carried out by VIP Expert Group Pty Ltd are subject to the availability of staff, equipment, and time slots. A booking will only be considered confirmed once we have provided written acknowledgment through official channels, including email, SMS, or WhatsApp. Merely requesting a service or receiving a quote does not imply any obligation or reservation from our side.
To secure your requested date and time, a non-refundable booking deposit of 10% of the estimated cost is required. This deposit confirms your acceptance of our terms and holds your preferred time slot. Any cancellations made less than 24 hours prior to the scheduled start time will result in the forfeiture of the deposit, and additional cancellation fees may apply.
Final payment is required before completion of the service — preferably within 15 to 60 minutes before the end of the move. If payment is not received within the expected timeframe, VIP Expert Group reserves the right to suspend or terminate the service immediately. Any unpaid services may result in temporary storage or retention of goods until all balances are cleared.
Pricing, Hourly Billing & Service Increments
Our standard rates start from $140 AUD per hour, which includes a truck and two professional movers. Additional movers, oversized trucks, or extra service requirements such as stairs, complex access, assembling/disassembling, or handling delicate/heavy items may incur a higher hourly rate. All jobs are subject to a minimum charge of 2 hours, regardless of the time worked.
● Time Calculation:
Time begins when our team arrives at the pickup location and finishes once the last item is unloaded and equipment is packed at the final destination. Billing is calculated in 30-minute increments, and any part of an increment will be rounded up.
● Call-Out Fee – Travel from Our Base:
A fixed Call-Out Fee of $60 AUD applies to all bookings. This fee covers the cost of dispatching our truck and crew from our operating base located at 15 Cottrell St, Werribee VIC 3030, to the client’s address, regardless of job duration. This fee ensures coverage of operational expenses including fuel, travel time, scheduling logistics, and vehicle mobilization, even when the job is short or cancelled upon arrival. The Call-Out Fee is non-refundable once the team is en route.
● Travel Zone Surcharge:
Jobs located more than 25 km from our base may incur additional travel charges depending on distance and accessibility. This will be quoted during booking.
Additional Costs, Access Fees & Parking Requirements
Clients are responsible for securing legal, adequate parking for our trucks at both pickup and delivery locations. Any costs related to tolls, parking permits, or fines incurred due to lack of access or incorrect information provided by the client will be added to the final bill.
If our team is required to carry items beyond 20 metres from the truck to the property or vice versa due to parking limitations, additional charges may apply based on time, labor, and safety concerns.
Client Preparation, Packing & Job Readiness
Unless VIP Expert Group has been booked to handle the packing, it is solely the client’s responsibility to ensure that all items are boxed, labeled, and ready for transport. Delays caused by insufficient preparation, such as disassembling furniture, unplugging appliances, or lack of access to the premises, may result in increased service time and additional fees.
VIP Expert Group will not be liable for any damage to items that are not packed by our team or professionally protected. It is advised that clients use quality materials and proper methods for packing fragile or valuable items.
Cancellation, Rescheduling & No-Show Policy
We understand plans can change. If you need to cancel your booking, we require at least 24 hours’ notice in writing. Cancellations within this window will incur a $100 fee, in addition to forfeiting the deposit.
Rescheduling is possible based on availability and must also be requested at least 24 hours in advance. In the event of a no-show or if the property is not accessible at the time of arrival, VIP Expert Group reserves the right to charge the full minimum service fee
Payment Methods & Penalties for Late Payment
We offer the following secure methods of payment:
● PayID
● Direct Bank Transfer (proof of payment required prior to service completion)
● Credit and Debit Cards (Visa, Mastercard, Amex)
All payments must be completed before unloading at the final location, unless a prior written agreement is in place. Failure to pay in a timely manner will incur a weekly late fee of 5% of the outstanding balance. In extreme cases, unpaid balances may result in legal collection procedures.
Liability, Damage and Insurance Coverage
At VIP Expert Group Pty Ltd, we handle all relocations with a high standard of care and attention. Our company holds Public Liability Insurance with coverage of up to $5,000,000 AUD, and basic Goods in Transit coverage. However, this insurance
does not constitute full-value coverage for customer belongings, nor does it replace personal or transit insurance. We strongly encourage all customers,especially those moving fragile, sentimental, or high-value items, to obtain independent insurance (e.g. via CARTS Insurance – 1300 880 253) or to request a quote for any additional protection that may be available through our network. This step is essential if you want comprehensive protection for your assets.
Limitations of Liability
VIP Expert Group shall not be liable under any circumstance for:
● Items packed by the customer or a third party
● Internal or mechanical faults (including electronics or appliances)
● Items made from fragile or poor-quality materials, such as softwoods, thin composites, or flat-pack furniture commonly sold by budget retailers
● Pre-existing wear, damage, instability, or assembly issues
● Unstable or worn-out furniture that has deteriorated over time
● Damage caused by narrow access, stairs, poor instructions or client delays
● Cosmetic scratches or marks unless gross negligence is clearly established
● Losses related to weather, traffic, access limitations or third-party delays
In particular, we are not responsible for damages to items made of flexible or low-resistance materials, common in low-cost furniture or older, overused pieces that no longer retain structural integrity.
Basic Goodwill Compensation (VIP Service Level)
Although we are not full-value insurers, VIP Expert Group may offer limited goodwill compensation for minor accidental damage caused directly by our team, at our discretion and up to a maximum of $300 AUD per job.
All claims must:
● Be submitted within 24 hours of job completion
● Include clear photos and written explanation
● Be assessed by management, with no guarantee of reimbursement
Compensation Formula:
Current Market Value × Damage Level % = Compensation Offered
Example:
• Market Value: $800
• Damage Level: 25% (minor)
→ Compensation = $800 × 25% = $200
Damage Categories:
Category
Description
Compensation Applied
Major Cosmetic Damage
Category
Major Cosmetic Damage
Minor Cosmetic Damage
Description
Item no longer works (e.g. broken appliance)
Small, superficial or hidden marks/scratches
Compensation Applied
Up to 100%
Up to 50%
Valuation & Depreciation
To assess market value, we use the lower of:
Original purchase receipt (if under 12 months), orAverage price of three second-hand listings for similar items.
If such listings aren’t available, we apply straight-line depreciation:
Electronics: 30% per year (max 5 years)
Other items: 20% per year (max 10 years)
Example:
A $1,000 couch purchased 3 years ago = 60% depreciation
Current Value = $300
We always apply second-hand market values over retail where possible.
Final Disclaimer
While we do our absolute best to treat your items with care, by using our services you acknowledge and accept that:
● VIP Expert Group is not responsible for full replacement value
● You bear the risk for uninsured, fragile, low-quality or worn items
● Claims will only be assessed under our internal goodwill policy and subject to proof
● We are not liable for any loss or damage not proven to be caused by direct and documented fault of our team
If you wish to have your items protected beyond this limited scope, we strongly recommend arranging your own transit or contents insurance.
Prohibited or Restricted Items
To ensure safety and compliance, we do not transport the following items unless previously approved:
● Dangerous goods, flammable substances, or chemicals
● Firearms or ammunition
● Live animals, insects, or plants
● Cash, precious metals, or legal documents (passports, IDs, etc.)
● Perishable foods or items requiring temperature control
If such items are discovered without prior notice, VIP Expert Group reserves the right to refuse transport or terminate the service.
Process for Damage or Loss Claims
In the rare event that damage or loss occurs due to negligence on our part, the client must lodge a formal written claim within 24 hours of service completion. The claim must include photos, a detailed description, and proof of loss or value.
Our team will investigate and determine liability. If we are found responsible, we will offer to repair the item, replace it (up to its fair market value), or issue partial compensation. Claims made after 24 hours will not be considered.
VIP Expert Group is not liable for emotional or sentimental value attached to any item.
Delays, Arrival Windows & Force Majeure
We strive to meet all appointment times; however, unforeseen delays may arise due to traffic, weather conditions, previous job overruns, mechanical issues, or road closures.
Clients will be notified as early as possible if delays occur. We do not provide compensation for indirect losses (missed work, rescheduling costs, etc.) unless gross negligence is proven.
Access, Hazards & Client Responsibilities On-site
Clients must:
● Provide safe, legal parking
● Ensure easy access to property (open gates, clear pathways, building access)
● Confirm all items are disconnected, dismantled, and boxed where applicable
If we encounter dangerous conditions, unsafe structures, illegal activity, or hostile behavior, we reserve the right to halt or cancel the service for the safety of our staff.
Additional charges may apply if our crew must wait, assist with disassembly, or if extra labor is required due to property constraints.
End-of-Service Inspection & Acknowledgment
We encourage clients to conduct a walkthrough of the property with our team at the end of the move. Any issues or damage must be brought to our attention before the crew leaves. Once the job is signed off (or verbally confirmed in the absence of a signature), the service is deemed complete and accepted.
Storage, Item Retention & Recovery of Costs
In cases of delayed payment, VIP Expert Group reserves the right to retain possession of certain goods until all amounts owed are settled. If storage is required, associated fees will be applied, including handling and transportation.
Unclaimed items beyond 30 days may be donated, disposed of, or sold to recover costs. Legal action may be taken in the event of intentional non-payment.
Communication & Customer Support
For all communications regarding bookings, changes, urgent updates, or complaints, please contact us via:
● Phone / WhatsApp: +61 0403542700
● Email: hello@vipexpert.com.au
● Website: www.vipexpert.com.au
● Social Media: @vipexpertgroup (Instagram & Facebook)
Our business hours are 7:00 AM – 10:00 PM daily. Messages sent outside these hours will be responded to as soon as possible the next day.
Agreement & Acknowledgment
By booking any service with VIP Expert Group Pty Ltd, the client confirms they have read, understood, and agreed to the full scope of these Terms & Conditions.
VIP Expert Group reserves the right to update these terms at any time, and the most current version will always be available on our official website: www.vipexpert.com.au
VIP Expert Group Pty Ltd
ABN: 27688769315