Damage and Liability Policy

This page explains how we handle liability for damage that may happen during your move.

Our liability

We take reasonable care with your belongings and are liable for damage we cause through our own negligence during a move. We do not currently hold third-party goods-in-transit insurance — our liability is limited to our own conduct as a service provider, in line with the Australian Consumer Law.

If insurance cover matters for your move (for example, high-value or irreplaceable items), we recommend contacting your own home contents or transit insurer before the move date. We are happy to answer questions about our practices so you can make that decision.

What is covered

We're responsible for damage caused by our own negligence — both to your belongings while they're in our care, and to property at the pickup or drop-off address. That cover comes from us directly, not from a transit insurer.

What is not covered

Cover doesn't extend to pre-existing damage, items you packed yourself without our involvement, heavy items that weren't disclosed during the quote process, or items on our rejected-items list (grand pianos, hazardous materials, cash, jewellery, and important documents).

How to make a claim

If something's damaged during your move, email admin@truckandtrolley.com.au with photos and a description within 14 days of the move. Reports after this window may still be reviewed but cannot be guaranteed.

Consumer rights

As with our Cancellation Policy, nothing in this page limits your rights under the Australian Consumer Law. If our service isn't carried out with due care and skill, you may be entitled to a remedy under the ACL regardless of what's set out here.

Last updated: 2026-08-04