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Terms and Conditions

Pronto  Movers Auckland Moving and Delivery Company  

Terms and Conditions  

Acceptance of items or goods for transportation.  

Please read the following information carefully. This information is for residential, commercial and business customers. Where price estimates are provided based on information given by the customer, Pronto Movers reserves the right to alter prices as a result of inaccurate information. This includes the dimensions, weight, number of items or delivery access conditions. All Pronto Movers customer service staff have been trained to request accurate information from the customer when quoting for any moving and delivery job. Additional charges may also be incurred for address redirection, additional labour required, storage, waiting time, services not requested and packing materials. Pronto Movers will ascertain if any personal items or commercial goods are not safe to transport or are insufficiently packaged that may cause potential damage to either the item being moved, other items, or the transport vehicle. We reserve the right to reject acceptance of any item/s or goods. All Pronto Movers professional movers follow strict Health and Safety regulations to ensure no unnecessary risks are taken with transporting any items or goods.  

Excluded items not permitted for transportation.  

To protect the safety of your items and any potential risks, certain items are NOT accepted for transport by Pronto Movers.  

  1. no pets and live animals.  
  1. no flammable substances such as petrol/full LPG cylinders.  
  1. no dangerous or hazardous goods including paint and automotive batteries.  
  1. no engines or unpackaged car parts.  
  1. no perishable goods or frozen food items.  
  1. no valuables like currency, bullion, jewellery, passports, vouchers.  

Please note, any items that cannot be safely lifted or carried by two people must be disclosed and inspected by Pronto Movers . The weight limit is a maximum of 80 kilograms for two professional movers.  

Additional resources/men maybe required for heavier items which will be at an additional charge.  

If you are in doubt and have any questions, please contact us to discuss what alternatives are available before you book, we are happy to help and discuss the best solution.  

Payment & Cost 

All residential and non-credit account moves are payment on completion of service unless pre-arranged with management.  

Our cost estimates will be our estimated costs based on the information provided by you and we believed by us to be correct. 

Our estimates may be subject to change on completion depending on the actual service performed by us.  

This may include required additional labour, weight or access conditions differing from the information provided to us.  

The final invoice will include additional costs, if applicable, additional costs can be due to taxes, duties, parking (if paid by us), tolls and any additional cost incurred by us. 

You agree that payment is expected at conclusion of our services unless prior written arrangements with manager has been made.  

Payment can also be demanded in advance, or part advanced and part on the completion of our services. 

The final payment can include a 3.5% surcharge if payment is made through credit cards. 

If payment is not received in full at its due date, we are entitled to recover the money owed to us by you as a debt. 

We are entitled to charge a late payment surcharge on the balance at a rate of 15% per month over the balance amount. 

We are entitles to all collections costs incurred by us which can include court costs, debt collection costs and legal expenses costs. 

Insurance options and The Contract and Commercial Law Act 2017.  

Insurance is not included for Household Goods and Personal Effects. Please note our prices do not include insurance cover. Our transport delivery service is carried at the Owner’s (Customer’s) risk with no insurance. As defined by The Contract and Commercial Law Act 2017.  

“All goods are carried at the owner’s risk. This means that we (the carrier) will pay no compensation if the goods are lost or damaged, unless we (the carrier) intentionally lose or damage them.”  

These Terms & Conditions explain the rights, obligations and responsibilities of all parties to this Agreement. Where we use the word ‘You’ or ‘Your’ it means the Customer: ‘We’, ‘Us’ or ‘Our’ means the Remover. These terms and conditions can be varied or amended subject to prior written agreement. we limit our liability for any loss and damage for certain factors which are beyond our control. We recommend you to arrange the insurance to cover your goods or premises. We are able to arrange insurance for your benefit upon request. This insurance will be separate from this contract and subject to the terms and conditions of the policy.  

Insurance Cover.  

Pronto Movers strongly recommends all customers to ensure there is adequate insurance cover in place for private and commercial items and goods.  

While every care is taken when transporting private items and goods, accidents can and may happen. For this reason Pronto Movers advises customers to ensure that the best option is to contact your Home and Contents insurance provider. It is advised to ask for specific Transit Cover for the duration of the move. Most home and contents policies do not specifically cover goods in transit as part of a private move. Although transit insurance cover could be included if organised. Alternatively, we can arrange for NZI Transit Insurance on your behalf through our insurance broker.  

If you don’t wish to take out your own insurance, you are acknowledging and accepting that you are using our services “At Owner’s risk” as defined by The Contract and Commercial Law Act 2017.  

Carrier’s Liability and insurance  

Items carried by Pronto Movers are protected by Carriers Liability  

Insurance pursuant to the carriage of The Contract and Commercial Law Act 2017. However, customers should be aware of the following;  

  • Household and Office moves are not covered and are provided at Owners Risk.  
  • Customers have the option to obtain Transit cover with their existing Insurance providers. Pronto Movers can also arrange Transit Insurance through our own insurers upon request.  
  • If damage or loss does occur, our insurer will manage claims accordingly. All claims will be forwarded onto our insurance broker, with applicable supporting documentation and application form.  
  • Any claim must strictly be lodged in writing within 24 hours of the occurrence of damage or loss. Claims submitted outside this time will not be accepted.  
  • There is no liability for damage if the goods have pre-existing damage, inherent damage/vice or where the damage has resulted from insufficient packaging  
  • There will be no liability for third party damage – ie; in the event of an accident where the other party is found at fault, the carrier will not be liable for goods damaged in transit. In this case the customer must claim directly off the insurance company of the other party.  
  • In accordance with The Contract and Commercial Law Act 2017. your claim will only be processed once complete payment of the move has been received and acknowledged.  
  • Although we perform all jobs with due care and skills, any damage to the goods during loading or unloading, must be reported before the completion of the job. As the existing condition of the Goods are subject to verbal agreement, you must inspect all the goods as they are unloaded and/or relocated. Any damage considered to have been caused by us during loading or unloading must be listed on the front of moving document. No report with regards to the damage will be accepted after we have left the move or where you or a person with your agreement participates in the move. We are not liable for any damage occurs during transit of goods or not caused by us.  
  • If we are told about any damage at the end of the move and if the damage is caused while loading or unloading of goods due to our negligence, then we will confer with you the options of:  
  1. Repairing the damage to as close as possible to its condition prior to the damage occurring and these repairs will be arranged by the customer. OR  
  1. The company shall be liable to pay the actual cost of repairs or 200 NZ dollars, whichever is less. In case of compensation, as mentioned in clause 8.2, the company shall pay the existing value of goods before damage or 200 NZ dollars, whichever is less. 
  • Vehicle Damage. In the event that damage to goods arises from the transport vehicle being damaged by flood, fire, and collision or overturning and we are compensated by our insurer for the damage to Your Goods, You will be compensated but only to the extent we are paid compensation by our insurer for Your Goods. In case insurance company does not compensate the company for the damaged goods, then the company shall not be liable for any loss and the customer cannot claim any compensation or damages from the company for such loss.  
  • If we cause damage as a result of moving goods under Your expressed instructions, against our advice, and where moving the goods in the manner instructed is likely to cause damage, We shall not be liable for any loss or damage.  

Other Liabilities & Limitations  

  1. Whilst our team of movers provide utmost care and attention to your house, office and property whilst carrying out your move, there remains a risk of marking/ scuffs to door frames, internal walls and stairwells especially when handling larger furniture and white-ware items. Whilst the risk is low, all work carried at either loading or unloading site will be carried out at “Owners Risk” as defined in the The Contract and Commercial Law Act 2017 refer to section 241.  
  1. Particularly note that damage caused by vehicles to lawns, driveways, footpaths, underground pipes, cables, sewerage and other underground installations is not covered.  

Should our staff be instructed by the property occupier, move initiator, consignor, consignee or Shipper, or any person acting on their behalf to drive, park or manoeuvre vehicles in or near an area where such damage is likely to occur, compliance with such instructions will not in any way involve the Company or its Insurers in responsibility for any subsequent damage which may be sustained. Such responsibility will rest solely in the hands of the Owner, Consignor, Consignee, Shipper or initiator.  

  1. All work is carried out on a “best – effort” basis. Whilst we try our best to make it on time for every booking and delivery, we sometimes do inevitably incur delays outside our control. Pronto Movers is not liable for personal or business losses arising from such delays either directly or indirectly.  


It is our right, to decline any job;  

   If there is wrong information provided at the time of booking/quote by the customer.  

   If movers are not comfortable to perform the job due to unacceptable behaviour of the customer.  

   If the work environment is not safe to perform the job. And there are safety issues  

Work not included in the quotation  

 Unless agreed by us in writing, We will not:  

Disconnect, re-connect, dismantle or re-assemble appliances, fixtures, fittings or equipment.  

1.2 Take up or lay fitted floor coverings.  

1.3 Move items from a loft, unless properly lit and floored and safe access is provided.  

1.4 Dismantle or assemble garden furniture and equipment including, but not limited to: sheds, greenhouses, garden shelters, outdoor play equipment, and satellite dishes, or move paving slabs, planters and the like.  

1.5 Our movers carry standard tools only if requested at the time of booking.  

Note: Our movers are not authorized or qualified to carry out such work. We recommend that a properly qualified person is separately employed by you to carry out these services.  

Your responsibility  

It will be Your responsibility to:  

  • Arrange adequate insurance cover for the goods submitted for removal transit, against all insurable risks since our liability is limited. The company shall not be liable or responsible to arrange any other insurance cover for the customer.  
  • Obtain at Your own expense, all documents, permits, permissions, licences, customs documents necessary for the removal to be completed.  
  • Be present or represented throughout the collection and delivery of the removal.  
  • Take all reasonable steps to ensure that nothing that should be removed is left behind and nothing is taken away in error. And ensure, all the goods which were submitted for removal, delivered in full at final destination point, customer has right to check the vehicle if they have any doubts.  
  • Where we provide you with inventories, receipts, waybills, job sheets or other relevant documents you will ensure that they are signed by You or Your authorized representative as confirmation of collection or delivery of the Goods.  
  • Arrange proper protection for goods left in unoccupied or unattended premises, or where other people such as (but not limited to) tenants or workmen are, or will be present.  
  • Prepare adequately and stabilize all appliances or electronic equipment prior to their removal.  
  • Empty, properly defrost and clean refrigerators and deep freezers. We are not responsible for the contents.  
  • Ensure that all domestic and garden appliances, including but not limited to washing machines, dish washers, hose pipes, petrol lawn mowers are clean and dry and have no residual fluid left in them.  
  • Provide us with a correct and up to date contact address and telephone number during removal transit of goods.  
  • It is the customer’s responsibility to ensure that items will fit in the new premises (eg: size of sofa and size of aperture). Our removalists will not be insured to remove doors or windows in such cases and will be forced to drop the items outside the premises. It is the customer’s responsibility to organize a specialist if needed.  

It is the customer’s responsibility to inform us about the awkward access. Awkward access can include, no vehicle access, no parking available in close proximity to the property and cramped stair and hallway conditions. We reserve the right to add extra costs due to unforeseen circumstances (e.g. waiting for keys or gaining entry, incorrect addresses, etc.).  

Providing parking is the responsibility of the customer, you must provide a permit from the local council if this is not possible, please be honest and say where the closest legal parking is available eg: 50 yards, 100 yards etc… this may cost a little more but it is much better for you if we know in advance, if parking is legal try to reserve a space for the van/truck(s) outside before it arrives or call the local council and get a suspension or permit where necessary) if there is no parking pre -arranged any parking fines received will be the responsibility of the customer and must be paid by the customer on completion, however we will not park illegally and the driver may have to leave if legal parking is not provided.  

Other than by reason of our negligence or breach of contract, we will not be liable for any loss or damage, costs or additional charges that may arise from failure to discharge these responsibilities.  

Goods not to be submitted for removal  

Unless previously agreed in writing by a us, the following items must not be submitted for removal and will under no circumstances be moved by us. The items listed under.  

  1. Below may present risks to health and safety and of fire. Items listed below that carry other risks and you should make your own arrangements for their transport.  
  1. Prohibited or stolen goods, drugs, pornographic material, potentially dangerous, damaging or explosive items, including gas bottles, aerosols, paints, firearms and ammunition.  
  1. Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or goods or collections of any similar kind.  
  1. Goods likely to encourage vermin or other pests or to cause in festation or contamination.  
  1. We shall notify You as soon as practicable if any of the Goods, are in our opinion hazardous to health, dirty or unhygienic or likely to attract vermin or pests and under what conditions we would be prepared to accept such goods or whether we refuse to accept them. Should we refuse to accept the goods we will have no liability to you.  
  1. Perishable items and/or those requiring a controlled environment.  
  1. Any animals, birds, fish, reptiles or plants.  
  1. Goods which require special license or government permission for export or import.  

Ownership of the goods  

By entering into this Agreement, You guarantee that:  

The goods to be removed are Your own property, or the goods are Your property free of any legal charge;  


You have the full authority of the owner or anyone having a legal interest in them to enter into this Agreement and You have made the owner fully aware of these terms and conditions prior to entering into this Agreement and that they have agreed to them.