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.
In a nutshell:
Providers are not required to pick up items you have not included in the booking!
Providers are only obligated to follow the instructions provided by you at the time of booking. So make sure you have submitted accurate instructions of what needs to be delivered and where from and where to.
Unless you have booked an extra helper, you are required to assist with onload and offload should it be needed.