Terms & Conditions

Pickaroo is a Melbourne-based moving and rubbish removal service operating throughout Greater Melbourne and surrounding areas in Victoria, Australia.

These Terms and Conditions ("Terms") govern the agreement between Pickaroo ("we", "us", "our") and any customer ("you", "the customer") who engages our services. By confirming a booking with Pickaroo — whether via WhatsApp, our website quote form, phone, or email — you agree to be bound by these Terms.

Please read these Terms carefully before booking. If you have any questions, contact us before confirming your booking.

Bookings can be made via our website quote form, by WhatsApp message, or by calling or emailing us directly.

A booking is not confirmed until you receive a written confirmation from Pickaroo — typically via WhatsApp — stating the agreed service, date, time, location, and price. Your reply confirming acceptance of that quote constitutes a binding booking agreement.

We aim to respond to all quote requests within 30 minutes during operating hours (7am–8pm, 7 days a week). Requests submitted outside these hours will be responded to on the next business morning.

Quotes are valid for 48 hours from the time they are sent. After this period, re-confirmation is required as prices and availability may change.

All prices are in Australian Dollars (AUD). Our minimum charge is $120, which applies to all bookings regardless of duration.

Quoted prices are estimates based on the information you provide at the time of booking. The final price may vary if:

• The actual volume or weight of items is significantly greater than described
• Additional services are requested on the day (e.g. assembly, extra stops)
• Access conditions differ materially from what was advised (e.g. stairs not mentioned, no lift access)
• The job takes significantly longer than estimated due to factors within your control

Any potential variations will be discussed and agreed with you before proceeding with additional charges.

Surcharges that may apply (and will always be disclosed upfront):

• Stairs: $15 per floor above ground level (applies at both pickup and drop-off)
• Very heavy or specialist items (piano, safe, gym equipment): $25 per item
• Waiting time caused by the customer: $30 per 15 minutes
• After-hours jobs (after 6pm): +$30
• Weekend and public holiday surcharge: +$30

Payment is due on completion of the job. We accept cash, EFTPOS/card, and bank transfer (EFT). We do not store or hold any payment card details.

We understand that plans change. We ask for at least 24 hours' notice if you need to cancel or reschedule your booking.

Cancellations with 24 or more hours' notice will incur no charge.

Cancellations with less than 24 hours' notice may incur a cancellation fee of $60, particularly if our team has already prepared or mobilised for your job. We will always be reasonable and consider circumstances.

If you need to reschedule, we'll do our best to accommodate your preferred alternative date, subject to availability. Rescheduling with less than 24 hours' notice may result in limited availability.

Pickaroo reserves the right to cancel or reschedule a booking in circumstances beyond our control (see Clause 6). In such cases, we will notify you as soon as possible and offer an alternative date or full refund of any deposit paid.

You are responsible for ensuring we have proper access to complete the job. This includes:

• Ensuring there is a safe, accessible parking space or loading zone near the property for our van
• Advising us upfront of any stairs, narrow corridors, low ceilings, or other access challenges
• Ensuring lifts (where applicable) are booked and available during the job
• Clearing pathways through the property to allow safe movement of items
• Advising us of any relevant building management rules, time restrictions, or permit requirements
• Ensuring someone is present at both the pickup and drop-off locations (or making specific arrangements with us in advance)

Failure to disclose access conditions (such as stairs, difficult parking, or narrow access) at the time of booking may result in surcharges being applied on the day. We will always discuss these with you before proceeding.

If access conditions make it unsafe or impossible to complete the job as booked, Pickaroo may need to reschedule or adjust the scope of work. A callout fee may apply in such cases.

Pickaroo takes every care with your belongings and uses furniture blankets, straps, and careful handling practices as standard. We carry public liability insurance.

However, our liability is limited in the following circumstances:

• Pre-existing damage: We are not liable for damage to items that were already damaged or structurally compromised prior to the move.
• Fragile or high-value items: Items not disclosed as fragile, or not adequately packed for transport, are moved at the customer's risk. Please inform us of any fragile, antique, or high-value items at the time of booking.
• Improperly packed boxes: We are not responsible for damage to contents of boxes packed by the customer.
• Inherent risk: Some items (e.g. flat-pack furniture, older appliances) carry an inherent risk of damage during transport which we cannot fully mitigate.
• Force majeure: We are not liable for delays or failure to complete a job caused by circumstances beyond our reasonable control, including but not limited to extreme weather, accidents, road closures, or vehicle breakdown. We will always notify you as soon as practicable.

Our total liability to any customer shall not exceed the total amount paid for the specific job giving rise to the claim.

For rubbish removal services, the following additional terms apply:

Tip/transfer station entry fees are charged separately and are not included in the Pickaroo service fee. These fees are charged by the relevant waste facility and passed directly to the customer at cost (no markup). We will provide you with the fee receipt.

Customer warranty: By booking a rubbish removal service, you confirm and warrant that:

• All items presented for removal are legally yours to dispose of, or you have authority to dispose of them
• No items contain hazardous, toxic, or prohibited materials (see Clause 8)
• Any e-waste or regulated materials will be disposed of via appropriate channels

Rubbish removal is priced by van load volume. Prices are indicative and may be adjusted if the actual volume or weight differs significantly from the description provided at booking. This will always be discussed with you on the day before proceeding.

Pickaroo endeavours to divert recyclable materials from landfill where practicable.

For safety, legal, and environmental reasons, Pickaroo will not transport or remove the following items under any circumstances:

If any prohibited items are discovered during a job, we reserve the right to stop the job immediately. A callout fee may apply in such cases. If you are unsure whether an item is prohibited, please ask us before booking.

Pickaroo is not currently registered for Goods and Services Tax (GST). All prices displayed on our website, in quotes, and in these Terms are the total amount payable — there is no GST added on top of the quoted price.

If Pickaroo's turnover exceeds the GST registration threshold ($75,000 AUD per financial year) and we become registered for GST, we will update this clause and provide appropriate notice to customers. Existing quotes provided before registration would not be affected.

These Terms and Conditions are governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising from these Terms or from our services shall be subject to the exclusive jurisdiction of the courts of Victoria.

Nothing in these Terms limits or excludes any rights or guarantees you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), which cannot be excluded by contract.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

If you have any questions about these Terms and Conditions, please contact us:

• WhatsApp: 0400 000 000
• Email: info@atlasia.com.au
• Location: Melbourne, Victoria, Australia

We're real people — not a call centre — and we're happy to discuss anything in plain English.