10.1 Only one discount code or voucher can be applied per booking.

10.2 Vouchers & discount codes do not apply on Sundays, Public holidays & Peak Times.

11.1 OyoApp facilitates the booking, dispatch, and management of removal jobs on behalf of a network of trusted third-party businesses, each operating under their own ABN.

11.2 OyoApp facilitates booking, dispatch, and management of jobs on behalf of a network of trusted third-party businesses (services providers).

11.3 All Movers on our platform are operating as independent businesses with their own ABN.

11.4 Oyo requires all Service Providers to provide a valid Certificate of Currency showing they hold Public Liability insurance with a minimum value of $5,000,000 (5 Million AUD) when joining the platform and to submit a new certificate annually.

11.5 Service Providers must maintain a minimum 4-star rating to remain on Oyo platform.

Movers may, at their discretion, refuse, delay, or impose conditions on a job where:

12.1 Job is unsafe or falls outside quoted scope of work.

12.2 An item poses high risk of damage (in such cases, the Customer may proceed at their own risk).

12.3 If a job site is hazardous, movers may refuse the job and vacate immediately.

12.4 Additional manpower, vehicles or trips are required to complete the job. (These will proceed only with the Customer's agreement to cover extra costs).

12.5 If there is a significant risk of damage, Movers may require the Customer to sign a waiver before continuing.

13.1 All Movers are reviewed independently by Customers

13.2 Movers must maintain a minimum 4-star rating.

13.3 We work only with top-rated Movers, if any issues arise, please share your feedback and contact our support team.

13.4 After your move is complete, you may rate and review your Mover.

13.5 Where you have a negative experience with a Mover, You may request not to be allocated to a mover/helper again by contacting us.

13.6 Your feedback helps us monitor service quality and guide other Customers in choosing reliable Movers.

13.7 Any illegal or unethical behavior should be reported immediately.

13.8 While we value your feedback, please note that Movers are independent providers and are solely responsible for their services. Where needed, we may pass your concerns (such as safety or quality issues) to the Mover to help resolve the matter.

13.9 To assist with any concern, complaint, or claim, Customers must provide requested details and supporting information as soon as possible after the service

We Use third-party companies for both Short Term Storage and Long-Term Storage services for all our clients/jobs.

14.1 Third Party Storage Companies:-

Such storage services shall be charged separately and subject to the terms and conditions of that Company's storage agreement. The Customer is encouraged to purchase additional insurance coverage for high-value items in storage.

14.2 Storage of Undelivered Goods (Ref:- Clause - 1.5 & 15 )

If goods cannot be delivered or unloaded due to reasons beyond our control (including non-payment), they may be moved to a storage partner or our facility without prior approval. Customers will be notified where possible and are responsible for all additional storage and delivery charges. Goods will only be released once outstanding charges are paid. If charges remain unpaid after 28 days, the goods may be sold or disposed of to recover costs, without further notice. Any amount received on such disposal shall be first adjusted towards the outstanding charges of the customer.

15.1 If an account is overdue, Oyo Group may refer it to a debt collection agency. All costs charged by the agency, as well as any legal costs incurred by Oyo Group on an indemnity basis, will be added to the account.

15.2 Invoices are payable on the date of issue. Payment should be remitted to payments@oyomovers.com.au. Late payments incur a fee of $50 per 7 days from the invoice date.

15.3 Outstanding accounts accrue interest monthly at the General Interest Charge rate. Interest compounds on the total outstanding balance at the end of each month.

15.4 If an invoice remains unpaid for an extended period, Oyo Group may refer the matter to the Victorian Civil and Administrative Tribunal (VCAT). An administration fee of upto $900, plus any applicable VCAT fees, may apply at Oyo Group's discretion.

16.1 If for whatever reason, the final bill is disputed. Oyo will review and adjust any administrative errors. Disputes about time worked or other matters do not pause billing—the crew remains on the clock until payment is made in full. Our Service Providers reserves the right to take payment between 30-60 minutes prior to unloading or completion of any job.

16.2 After 5:00pm all jobs must be prepaid based on a reasonable estimate of remaining Job time. Where the payment taken on the day is insufficient, any shortfall must be paid the next business day, and any overpayment will be refunded the next business day.

16.3 Any outstanding issues can then be escalated to our support team who will then assess the situation and come to an amicable resolution based on the circumstances of the job. We have a dedicated support team that can fast track your query and resolve it.

16.4 Full payment is still required even where damages are reported. Please note that, option for repair or claims may be provided after payment.

16.5 We will not initiate any claim if the payment is not made in full.

Helpful Note: "If any issue comes up, we suggest trying to resolve it directly with your movers on the spot. If it can't be sorted, our support team is always here to help."

Upon completion of the move and prior to signing off on the job, we highly recommend that you do a walk-through of the property. Any perceived issues on the job, or damages will be photographed and recorded by the crew and shared with our support staff via Movers App. All damages must be reported before movers leave the property to avoid any confusion. Signing confirms the job is completed to satisfaction.

We understand that unexpected events such as vehicle breakdowns or accidents may occur during a job. Please note that the Oyo Platform acts solely as a facilitator between you and the service provider. Oyo is not responsible for any delays, damages, or losses resulting from such incidents. However, we will make every reasonable effort to support you and help minimize disruption.

18.1 Truck Breakdown:- Before the Job Starts

a) If a truck breaks down before your scheduled move, Oyo will make reasonable efforts to find the nearest available team and reassign your job to them.

b) We will share the new team's details with you once the allocation is confirmed.

c) If no replacement team is available, you may choose to reschedule or cancel the booking without penalty.

18.2 Truck Breakdown:- During the Job

a) If a truck breaks down during your move, the Mover may attempt to repair the issue on-site (e.g., with a mobile mechanic).

b) If the vehicle cannot be fixed promptly, Oyo will assist in arranging a replacement vehicle to continue and complete your move as soon as possible.

c) You will only be charged for the actual time worked. Any waiting time or duplicate work (such as reloading due to the breakdown) will not be billed.

18.3 ACCIDENTS

a) If an accident occurs and the job cannot be completed, we will work with you to reschedule or arrange alternative support.

b) Any delays, costs, or damages caused by the accident are the responsibility of the mover, but we'll do our best to help you find the right solution.

c) In some cases, you may need to cooperate with the service provider or relevant authorities if reports or insurance claims are required.

Please note the following definitions:

Accidental Damage (Upto $500 AUD) - Damage to items being moved or scratches & dents to walls or surfaces at the properties involved in the move.(Ref:- Clause – 19.1)

Public Liability Insurance (Upto 10 Million AUD) - Injury or major property damage caused to other people during the move. (Ref:- Clause – 19.2)

19.1 Accidental Damage or No Damage Guarantee :-

After completing thousands of moves, we've found $500 is appropriate amount to cover 95% of accidental damage cases. Any damage must be reported to Oyo or movers on site before the team leaves the premises to avoid confusion. We strongly recommend a walk-through of your property before the job is completed to check for any potential issues.

For approved claims you may have the option of:-

a)  Repair to restore the damage as close as possible to its original condition, using reputable repairers

b)  Monetary compensation directly via Oyo if repair cannot be performed, calculated with consideration of market value, wear and tear, depreciation.

Click here to see how we calculate depreciation.

EXCLUSIONS: The following situations are not covered under Accidental Damage:

a)  Improper Packing or Preparation:- we are not responsible for damage caused by poor or inadequate packing, items mishandled by the customer before handover, or appliances (such as front-loader washing machines) not secured with transit bolts.

b)  Pre-Existing Damage:- Any Damage that occurred before pickup & not documented prior to move. (e.g.- items collected from storage facility.)

c)  Food items:- Vegetables, meat, seafood, beverages, confectionery, foodstuff, flowers or other temperature-controlled goods.

d)  Dismantling and Reassembly:- At your request we may do so however, we do not take responsibility if reassembly is not possible. This may occur due to factors such as nature of material, rusted screws, age, or pre-existing damage.

e)  General Wear and Tear:- During the typical moving process, minor scratches, scuffs, or marks may occur on walls, flooring, or furniture due to age or environmental factors.

f)  Where You Are Helping Us:- Please be careful with your back while loading / unloading & no insurance applies. (e.g.:- One Man jobs)

g)  Customer Directed Moves:- When damage is caused as a result of moving goods under your instructions or if you refuse our recommendation on the safest way to move an item.

h)  Damage to Goods-Inherent Risky items:- no matter how carefully they are handled:- e.g. Glass items, Pot Plants, Overweight items of 80 kg+. TV Without Box, Marble, Bonded or Faux Leather, Press-wood Flat Pack IKEA or similar Furniture etc.

i)  High Value items:- Antiques, artwork, Jewellery, Cash, high value electronics or Musical instruments or any items exceeding maximum accidental coverage limit will not be covered unless prior written agreement is obtained.

j)  Unauthorised Services:- Items handled outside of Oyo platform's booking process.

Despite the above exclusions, we can still move such items at your own risk. Our movers will take reasonable precautions, including the use of heavy-duty blankets or shrink-wrap padding, to help minimise potential damage and provide maximum protection.

19.2 Property & Public Liability Cover

All claims relating to Property or Public Liability damage will be referred directly to the third-party service provider who provided the service. Upon notification of such an event, Oyo will provide you with the mover's ABN, direct contact details, and their most recent Certificate of Insurance. Oyo will also instruct the mover to lodge a claim with their insurer. You acknowledge that Oyo is not liable for any Property or Public Liability claims.

Oyo requires all removalist partners (Movers) to have goods in transit and public liability insurance (minimum 10 million AUD). This is a requirement for offering services through the Platform. However, Oyo does not guarantee or represent that a mover's insurance will cover a particular user, or that it is sufficient or appropriate for your move. Any costs associated with accessing or making an insurance claim are the responsibility of the customer.

For more Insurance details:- Please check Insurance page .

For full comprehensive removals insurance, we recommend contacting Carts Insuranceat 1300 880 253. For any additional information, please visit www.removalsinsurance.com.au. You can also choose your choice of insurer for Content or higher-value insurance.

These Terms are governed by the laws of Victoria, Australia, and you submit to the non-exclusive jurisdiction of the courts of that State.

If you have any questions or concerns, please contact us at:

Oyo Group Pty Ltd. (ACN- 646236179)
Email: support@oyoapp.com.au
Phone: 1300 OyoApp (1300 696 277)