Terms and Conditions
Thank you for choosing to store with SmartWay Storage and supporting our local, family owned and operated business. Our terms and conditions are below for Mobile Storage and Container Self Storage – please note as these products are slightly different, the t’s and c’s are separated into two sections below.
Terms and Conditions - Mobile Storage
If you have any other questions or need support, please don’t hesitate to contact us.
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STORAGE SPACE
Customers are responsible for selecting the storage size required. We recommend using the storage calculator or providing our team with a detailed inventory so we can assist with estimating space requirements.
Due to variations in furniture sizes and packing methods, storage estimates are indicative only and cannot be guaranteed.
If additional space is required, we will attempt to organise another collection (subject to availability and additional charges).
We recommend ordering slightly more space than required — you will only pay for the space actually used and unused modules simply return empty.
Storage fees are charged monthly with a minimum one-month storage period. After the first month we can adjust the billing frequency (weekly, fortnightly, 3, 6 or 12 monthly). We can prorate the storage on a weekly basis for the final invoice.
PAYMENT
Payment for your move-in is due following completion of your pick-up, less any deposit already paid. Our team will complete the relevant paperwork with you on site, which is then returned to the office for processing before payment is charged or an invoice issued.
All redelivery or move-out bookings must be prepaid at the time of booking to secure a delivery time slot.
We accept a range of payment methods including credit card, debit card, bank transfer and BPAY. We offer and recommend direct debit (from card or bank account) for ongoing storage payments. Payment processing fees may apply depending on the method used.
If payments are declined or not received by the due date, late fees may apply and storage access or services may be restricted until the account is brought up to date.
Customers are responsible for ensuring their payment details remain current where direct debit is used.
CANCELLATION
A $100 deposit per module is required to secure a booking and is deducted from the first month’s storage invoice. SmartWay storage may, at its discretion, request that an increased deposit be paid based on the nature, distance from depot or turnaround time of the job.
Cancellation policy:
- 14+ days notice – 100% refund
- 7–14 days – 50% refund
- Less than 7 days – No refund
Date/time changes within 2 business days may incur a fee of up to 50% of the job cost.
PREPARATION FOR MOVING AND STORAGE
Care of goods
While all reasonable care is taken when handling your goods, SmartWay Storage cannot be held responsible for accidental damage occurring during normal loading, transport or unloading, particularly where items are not suitably packed or protected.
- Packed and ready: All items must be packed and ready to move prior to our team arriving, unless a pre-packing service has been arranged.
- Furniture disassembly: Where possible, we recommend furniture is disassembled prior to our team’s arrival. Our team may assist with basic disassembly, however this cannot be guaranteed and is at the discretion of the removalists. Customers are responsible for ensuring all parts, screws and fixings are stored safely. SmartWay Storage takes no responsibility for reassembly or missing components.
- Packing: Storage-grade packing materials can be purchased through our sister company MoveinBoxes, with fast delivery available. Enquire with the office if a full pre-packing service is required.
- Boxes: For cartons packed by customers, we do not inspect the contents of boxes. We recommend using strong, storage-grade cartons, and packing paper to create crush layers and avoid boxes crushing in storage.
- Televisions: TVs should be packed in suitable TV cartons prior to transport (available through MoveinBoxes). TV boxes can be supplied by our team on the day of the move (advance notice required).
- On-site packing: If goods are not packed appropriately, our team may offer on-site packing (subject to time and material availability, rescheduling may be required at an additional cost). Labour and materials will be charged accordingly.
- Items for storage: Customers must ensure all items intended for storage are identified to the team and loaded before the module is sealed and the team departs. Additional charges or rescheduling may apply if goods need to be repacked or additional collections are required.
- Clean & dry goods: All goods placed into storage must be clean and dry. Wet, heavily soiled or infested items will be refused.
- Flat-pack furniture: Flat-pack or self-assembled furniture may not be designed to be moved multiple times and may be more susceptible to movement or structural stress during transport.
- Valuable items: We recommend valuables such as cash, jewellery, passports and important documents are transported personally and not placed into storage.
- Prohibited items: The following items cannot be stored – flammable materials, gas bottles, chemicals, paint, liquids, tobacco, batteries, tyres in bulk or perishable goods.
- Right to refuse: SmartWay Storage reserves the right to refuse to move or store any item deemed unsafe, hazardous, unclean or unsuitable for storage.
PROPERTY ACCESS, PARKING & DELAYS
Customers are responsible for ensuring suitable access and parking for our vehicles.
Our trucks are approximately 4.1m high and 8–12m long, and suitable parking must be available at the property.
Customers must also advise us in advance of any access conditions including:
- stairs
- lifts or lift bookings
- long carries
- restricted parking
- building or body corporate requirements
Delays caused by access issues, parking restrictions, lift availability, customers not being packed, or third parties (building management/security) may reduce the included time allowance or incur additional labour charges.
Significant delays may also impact our ability to complete the job as scheduled.
LABOUR & TIME ALLOWANCES
Standard Time Allowances
- Mini Modules (1m³ or 3m³) – Guided – 15 minutes
- Mini Modules (1m³ or 3m³) – Driver Assisted – 30 minutes
1m³ or 3m³ jobs may be completed using a van and require cross-loading at our depot.
- Mini Modules (6m³ or 8m³) – Guided or Professional – 45 minutes per module
- Maxi Modules (10m³) – Guided – 1 hour per module
- Maxi Modules (10m³) – Professional – 1 hour per module (2 staff) or 40 minutes per module (3 staff)
Additional Time
Additional time, if required, is charged at:
- Guided Loading – $25 per 15 minutes
- Professional Loading – $25 per team member per 15 minutes
SmartWay Storage may send a larger team where beneficial. This will not increase your quoted cost but may reduce the time allowance per module on site.
Hourly Jobs
In some situations jobs may be quoted on an hourly basis rather than per module. Time is charged from when our team departs our depot until they return and unload the modules from our truck.
Travel time, traffic delays and waiting time may contribute to the total time charged.
Where toll roads are used they will be charged at $25 per toll where our team determines their use improves efficiency.
OVERSIZED OR HEAVY ITEMS
We reserve the right to decline moving oversized (>2.4m) or heavy items such as pianos, billiard tables, marble/slate tables or similar items.
If you have any items of this nature you must inform us prior to your scheduled move. Our team will assess whether the item can be moved safely. If additional staff are required you may proceed (additional charges apply, subject to availability) or arrange a specialist mover.
Storage modules have a maximum weight limit of 1.1 tonnes.
PADLOCK
All modules must be secured with a padlock.
Customers may supply their own (<7mm shackle) or purchase one from our team for $15.
MATTRESS COVERS
All mattresses must be covered prior to moving.
Protectors are available from our team for $20 each.
INSURANCE
SmartWay Storage maintains public liability insurance but does not provide contents or transit insurance. Goods are moved and stored entirely at the owner’s risk.
Customers should check with their insurer or consider third-party cover such as:
https://www.removalsinsurance.com.au
ACCESS TO STORAGE
A minimum of 2 business days’ notice is required for storage access.
Access hours:
- Monday – Friday: 9am–4pm
- Saturday: 9am–12pm
Appointments are subject to availability. We are closed for all Queensland and national public holidays and are generally closed across the Easter long weekend and between Christmas & New Years each year (specific closure dates will be communicated).
Missed access appointments may incur a $30 per module fee. For emergencies, prioritised access may be available for an additional charge, contact the office if required (subject to availability).
FAILED OR DELAYED JOBS
If suitable parking is unavailable, access differs from what was advised, or items are not packed and ready, the job may be delayed or unable to proceed. This also applies to standard/guided service jobs where the customer has not provided sufficient labour to load the contents.
Time spent will still be charged and additional charges may apply. Rescheduling is subject to availability.
WEATHER CONDITIONS
We operate in most weather conditions. However severe weather may cause delays or extend job duration.
Items may be exposed to rain during loading despite our best efforts to minimise this. Customers may elect to postpone a move due to weather (subject to availability) and standard cancellation terms apply.
WEEKENDS
A surcharge applies to Saturday jobs (based on travel zone). Please contact the office if you prefer a weekday booking.
REDELIVERY
Redelivery is not included in your quote unless stated.
Contact 0499 911 906 for a quote. If you collect goods yourself a handling/cleaning fee may apply.
SPECIAL OFFERS / PROMOTIONS
Promotions cannot be combined unless stated and may be withdrawn at any time.
- Removal promotions apply to base pick-up costs only and exclude overtime, surcharges and delivery.
Introductory storage rates revert to standard pricing after the promotional period.
Terms and Conditions - Self Storage Containers
If you have any other questions or need support, please don’t hesitate to contact us.
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Storage Charge
There is a minimum upfront charge of 1 months storage fees. Storage fees will be billed monthly as a default (we can change this if requested to weekly or fortnightly after the first month). Payments are made via direct debit from your credit/debit card (a small fee applies). You will be required to read and sign the Storage Agreement, without this we will not be able to store your goods. If you wish to pay via BPAY or electronic funds transfer, these details will be sent via invoice, please contact the office to arrange.
Storage Space
Customers are responsible for selecting the storage size required. We recommend using the storage calculator or providing our team with a detailed inventory so we can assist with estimating space requirements.
Due to variations in furniture sizes and packing methods, storage estimates are indicative only and cannot be guaranteed.
Prohibited items
These items are prohibited in storage:
- Flammables
- Gas Bottles
- Chemicals
- Tobacco
- Paint
- Tyres in bulk
- Liquids
- Perishables
Late fees
If for any reason your storage payment is declined or we do not receive payment by the due date, you will be charged a late fee of $35.00 per month. If your direct debit payment details change, it is your responsibility to notify us of the new payment details.
Cancellation
To confirm your booking and reserve a container we require a non-refundable deposit of $100.00, to be paid by credit card (Visa, MasterCard). This amount will be deducted from the first month’s storage bill. Should you cancel for any reason, your deposit is non-refundable. Depending on availability at the time of booking, you may be notified that storage must commence at the time of booking, in this case full payment of the $150 refundable deposit and first month storage fees is required to hold the container.
Padlock
We require your containers to be sealed with a suitable heavy duty padlock. Elite Container Storage can supply these to you at a cost of $45.00 each. This padlock is new and you will be the only one who has a copy of the keys. Alternatively you can supply your own heavy duty lock.
Risk/Care and Packaging
Goods are stored at the risk of the storer. The containers are secure and weatherproof and stored in a gated facility under 24 hour camera surveillance. You are responsible for securing the container with an adequate lock keeping the keys secure. Elite Container Storage do not hold keys on file and cannot take any responsibility for loss or damage of items whilst in storage. We recommend that you prepare your goods adequately for storage. You can purchase discounted, high quality packing materials through our sister company MoveinBoxes who have stock on site or can arrange free delivery if required (See the range here).
Insurance
Elite Container Storage recommends that you consider some form of insurance whilst in storage as otherwise goods are stored at your own risk. We recommend you check with your home and contents insurance provider or contact our office for information on retail providers you can source insurance from.
Special Offers
Any Special Offer storage pricing is only applicable for the promotional period. Storage pricing will revert to standard rates after the promotional period has ended without further notification.