Transfervans’ Customer Terms and Conditions

In a Nutshell:

So that we can pay the delivery providers correctly, and charge you a fixed price, please be accurate in your booking request. You must list all the items which need to be moved, when you’d like a delivery provider to move them, and the type of service you need. If you give us all the details accurately, that will be the price you pay.

  • The information you provide must be as accurate as possible.
  • You must advise if any items are difficult to move and/or over 80kg - please include item measurements and weight within the description if you are concerned about the size of items.
  • You are responsible for any helpers who assist the driver without risk of injury, and must ensure that they are physically able to assist without causing risk or danger to others.
  • You must provide your payment details at the time of booking. You will not be charged until a delivery provider is assigned. Once payment is taken, no additions or changes can be made without charge.
  • All items moved at Owners Risk, insurance is not included in this service. We recommend all items to be securely wrapped and safely boxed.
  • Our service is direct point-to-point and multiple pick-ups/drop-offs cannot be organised. Please book each job separately.
  • Boxing, wrapping, and packaging is not included in the booking price.
  • Your payment card will be charged when a driver is assigned, if payment charge fails the delivery cannot proceed until payment has been received.
  • You must tell us about all items to be moved, stairs, issues with access, and any other information that we should know, so we can fairly pay our delivery providers.
  • If we are unable to complete a job due to inaccurate information, charges will continue to apply.
  • Transfervans will do everything we can to make sure that the delivery/move occurs as booked. If the mover is running late, or we are unable to deliver within the booked time slot, the driver or our team contact you with alternatives.
  • The minimum change fee, once a driver is assigned, is $25 (incl GST). We may delay the assignment of a delivery provider, if the delivery is more than two days from booking date, to minimise potential issues that this may cause.
  • If you need to change the time, you can contact us, we can usually assist. However, some booking slots are charged at different rates and there may be an additional charge. You agree that any additional charges must be paid before the delivery over the phone with an accepted payment card.
  • Refunds are not normally provided for moves organised within 48 hours of scheduled time, except in exceptional circumstances. If a cancellation is agreed, Transfervans reserves the right to charge a cancellation fee to compensate the delivery provider for any potential loss.
  • [Emergency Response(s)] Additional processes may be implemented after the booking has been requested, to follow Government guidelines and/or for public safety.
  • Important: if there are items or stairs/obstacles that are present at pickup which are not listed/detailed for moving, these would not have been charged and the delivery provider is not obliged to move them without additional payment. If you believe that you have made a mistake, please reply to your booking confirmation with the corrections and we’ll contact you to update.

1 - Contractual Compliance

1.1 - These terms and conditions govern the access and use of Transfervans’ platform within New Zealand.

1.2 - The use and access of Transfervans' platform constitutes your agreement to be bound by all the provisions listed in the terms and conditions. If you do not agree to these terms, do not book through Transfervans.

1.3 - These terms and conditions may be subjected to amendments in part or whole by Transfervans from time to time. Amendments will be effective immediately upon posting the amended terms and conditions at this location. We encourage the customer to review these terms periodically. Your continued access or use of Transfervans service constitutes to your consent to be bound by all amended terms.

1.4 - Acceptance of these terms is represented by a checkbox on the booking page. This acceptance can only be in full. Any conditional subscription is considered void and invalid. A copy is provided within the booking received/confirmation email.

2 - Description of the Service

2.1 - Transfervans will provide the services listed under this agreement. Transfervans constitutes a platform that enables customers [customer] to arrange and schedule transportation and/or logistics services with third party providers [provider], including independent third-party transportation/logistics providers under the agreement with Transfervans.

2.2 - You acknowledge that Transfervans does not function as a transportation carrier.

2.3 - Customers can request transportation and/or logistic services on the Transfervans platform for goods only. Passengers will not be carried by providers.

2.4 - A fixed price is calculated based on the information provided by the Customer. Once the request is received by Transfervans, this request will be made available to a third-party Delivery Provider and the move will then take place between the Customer and the third party Delivery Provider.

2.5 - The Transfervans team may review the booking and correct any common errors, emailing any changes. Any enquiries, to be made by the customer, must be resolved prior to the commencement of the booking (i.e before the Delivery Provider is dispatched).

2.6 - As part of Transfervans service of transportation/logistic service, Transfervans will organise the financial transaction affecting the customer and the third-party provider.

3 - Payment

3.1 - At the time of requesting the booking, the customer is required to submit their credit card on Transfervans secure platform. At the time, a provider has been confirmed, your credit card will be charged in accordance with the booking, or the updated booking amount if adjustments have been made.

3.2 - Charges are in NZD and include GST.

3.3 - Charges paid by you are final and non-refundable, unless otherwise determined by Transfervans, or required by law.

4 - Modification and cancellation policy

4.1 - When a booking is made on the website, the payment card is authorised for later charge. Changes may be made to the booking before the card is charged. This can include updating quantities and changes to pickup and dropoff details, including but not limited to, the addition of stairs or other items.

4.2 - The request cannot be modified once it has been paid in full on Transfervans platform, except with the appropriate fee. This includes modifications to pick-up and drop-off locations, the time of the delivery and the nature of the delivery. Transfervans is not obliged to refund the customer in the event of a cancellation by the customer but may do so at its sole discretion.

4.3 - If Transfervans agrees to cancel a booking, Transfervans reserves the right to charge a cancellation fee to compensate the delivery provider for the appointment cancellation.

4.4 - In the unlikely case that the provider cancels the delivery, Transfervans will do everything in its power to find a new provider. The customer will be refunded in full should Transfervans fail to find a new provider.

4.5 - As at 1 January 2019, the Service Fee is $25 (incl GST) for booking changes once payment has been made. Any change in price may also be charged.

4.6 - Any further charges must be completed over the phone, by card payment.

4.7 - If, in the sole opinion of Transfervans, a change needs to be made to the booking in the interests of Public Safety or as required by Law, we shall contact you by email to advise. If the cost has changed, you may need to make an additional payment. If you do not agree, we will cancel your booking and refund any payment already made.

5 - Customers’ obligations and expectations

5.1 - The customer can expect the third-party transportation/logistics providers to complete the booking in accordance with the information provided by the customers, unless impossible to do so. Where information is incorrect or incomplete, providers are not obliged to complete the booking.

5.2 - The customer must be present at the locations, date and times agreed to allow the provider to complete the delivery. Furthemore, the customer guarantees that all the information they provided in the booking request form is accurate, sincere and not misleading.

5.3 - The customer is responsible for choosing the right size vehicle for their delivery. Should the vehicle be too small for the delivery, based on what the customer has requested and the characteristics of the delivery, then the customer is at fault and will still be charged despite the delivery not being able to be completed at all or in full.

5.4 - In the event that the customer fails to provide accurate information in accordance to our services, then the customer is at fault and will still be charged regardless of whether the request is completed, either in full or in part.

5.5 - The customer may select a pickup window at booking. Transfervans shall engage with a provider to arrive at the pickup within that time. Where this is not possible, Transfervans shall advise and recommend alternatives.

5.6 - The customer must make sure that the provider has access to retrieve the goods at the pick-up location and access to the drop off location to complete the delivery.

5.7 - If you have not included an extra helper in your booking, you are required to help load and unload items when requested by the delivery provider. The customer must ensure that the customer or another party is present and is physically able to move items. Where an extra-helper has not been requested, the delivery provider may refuse to complete any unsafe manoeuvers.

5.8 - The provider is not responsible for any construction or assembly, only delivery.

5.9 - If stairs are not listed at dropoff, the delivery provider may leave items at the ground floor, or outside the property.

5.10 - Where an extra-helper has not been requested, the delivery provider may refuse to complete any requests that he/she deems unsafe in their sole discretion.

5.11 - Customers are prohibited from offering, requesting or making registered providers do deliveries without using the Transfervans’ platform.

5.12 - As at 1 January 2019, the Service Fee is $25 (incl GST) for booking changes once payment has been made.

6 - Items

6.1 - If an item’s weight is more than 25kg, it cannot be moved by a single person. If the customer cannot help the provider during the delivery, at pickup and drop-off, the customer should ask for an extra-helper. The customer must also indicate that the item is ‘Large’ and needs to be handled by two people.

6.2 - The customer represents and warrants that the items related to any request are his/her personal property and he/she has all rights and permissions to request and allow the loading, unloading, moving, packing and lifting of any of these items.

6.3 - All items to be moved must be listed on the booking request at time of booking, and/or prior to payment processing. Where items are not listed, nor advised to Transfervans prior payment, Providers are not required to move these items and additional charges would apply. Transfervans reserves the right to charge a reasonable service fee for changes to the booking, after initial request. Any charge increase would be charged via manual payment, plus Service Fee.

6.4 - We do not accept bookings of: (1) pets and live animals, (2) flammable, hazardous or dangerous goods, (3) perishable or frozen food items, (4) greasy or dirty unwrapped items or (5) items that cannot be safely lifted and carried by two people, which may include items such as pianos, solid cabinets, spa pools, items that are not dismantled, and other items heavier than 50kg which are difficult to manoeuver safely.

6.5 - Where bookings include a request for items to be manoeuvered upstairs or into buildings, these may only be completed if paid for and where safe to do so.

6.6 - Further to 6.4, Transfervans does not arrange transportation for items over 100kg and this is clearly stated at time of booking. If the delivery provider is unable to move items because of weight or non-disclosure, the booking may be left incomplete and no compensation will be provided.

6.7 - Notwithstanding 6.3, 6.4, 6.5, 6.6 or other relevant sections included within these Terms and Conditions, customers understand that providers may be unable to complete the transportation of any items that are unsafe to be carried or prohibited, under the Health and Safety at Work Act 2015, or similar legislation.

7 - Disputes between providers and customers

7.1 - For any trouble occurring between providers and customers, Transfervans will do their best to try to help resolve the issue and facilitate the resolution of the dispute amicably without incurring any responsibility in this regard.

8 - Liability and guarantee

8.1 - Transfervans is merely a neutral means of connecting customers and Providers. Transfervans does not represent or guarantee that any Provider will meet the customer's expectations or instructions in performing any services. Any dispute that the customer may have regarding the performance of any services, including any dispute related to the time, place, and manner of doing so, is between the customer and the Provider.

8.2 - Transfervans is not responsible for the replacement or repair of any of your personal property that may be damaged by a Provider while performing the delivery. All deliveries will be carried out at 'Owners Risk' as described in the Carriage of Good Act 1979, section 8. It should be noted that customers' house and contents insurance may not cover items in transit. Movers insurance is recommended.

8.3 - Customers accept that disputes resulting from loss and damage of products are to be resolved directly between the customer and the provider. Transfervans shall not be held responsible for any disputes that may arise.