Terms &
Conditions

Section 1Our Services

MS Express Services Pty Ltd provides the following services across Melbourne, Geelong, regional Victoria, and interstate on request:

• Removalists — residential and office relocations, including furniture disassembly and reassembly. Extra charges may apply if the actual items or volume exceed what was stated at the time of booking.
• Delivery service — parcels, documents, and freight courier services
• Airport transfers & private rides — individual, family, and small group transport
• School pick-up & drop-off — recurring scheduled transport for families
• Day tours & road trips — private guided transport (e.g. Great Ocean Road, wineries)
• Surprise & event transport — proposal set-ups, birthdays, and special-occasion transport, including costume appearances on request

Each service may have its own specific pricing structure, which will be confirmed in your written quote prior to booking.

Section 2Quotes & Bookings

Quotes are provided based on the information you supply to us (e.g. items to be moved, distance, timing, access, number of passengers, stops, or itinerary). Quotes are estimates unless expressly confirmed as a fixed price in writing. Where the actual scope of work differs materially from the information provided (e.g. more items, extra stops, restricted access, longer duration), we reserve the right to adjust the price accordingly and will inform you as soon as reasonably possible.

A booking is only confirmed once you have received written confirmation from MS Express Services Pty Ltd (by email, SMS, or messaging platform) and, where applicable, any required deposit has been paid.

Section 3Payment Terms

3.1 Deposit & Balance

For removals and office relocations, payment is structured as follows:

• 25% deposit is payable in advance to confirm your booking.
• 75% balance is payable once unloading of your items has reached approximately 75% completion at the destination.

For day tours and surprise/event bookings, a deposit is generally required to confirm your booking, with the balance payable on completion of the service. For delivery/courier, airport transfer, and school pick-up/drop-off services, payment is typically taken on booking or on completion, as advised in your quote.

Deposit and balance amounts will be confirmed in writing at the time of booking. We accept payment via bank transfer or card as advised at checkout or invoicing.

3.2 Last-Minute Bookings

For bookings made with limited notice (typically less than 48 hours before the scheduled service), MS Express Services Pty Ltd reserves the right to request full payment upfront to secure the booking.

3.3 Outstanding Balances

Where payment is not received in accordance with these terms, MS Express Services Pty Ltd reserves the right to withhold goods, delay a job, or decline to commence a service until payment is resolved. Any costs reasonably incurred in recovering unpaid amounts (including debt collection or legal fees) may be passed on to the customer.

Section 4Cancellations & Rescheduling

Rescheduling requests made with reasonable notice will be accommodated where possible at no extra cost. Rescheduling with short notice may incur a fee reflecting costs already incurred (e.g. crew or vehicle allocation). Cancellations and rescheduling requests must be made by phone or email using the contact details in Section 10.

Section 5Access, Timing & Delays

You are responsible for ensuring safe and adequate access to pick-up and drop-off locations (including parking, stairs, lifts, and any building or site restrictions) and for being ready at the agreed time. Where delays are caused by matters outside our reasonable control — including but not limited to traffic, weather, road closures, flight delays, or poor property access — MS Express will not be liable for resulting delays, though we will make reasonable efforts to keep you informed and minimise disruption.

Where a job takes longer than estimated due to circumstances outside our control (e.g. access issues, additional items, poor preparation), additional charges may apply based on actual time and resources used, and will be communicated to you as soon as practicable.

Section 6Customer Responsibilities

• Provide accurate information about the items, passengers, addresses, and timing involved in the service
• Ensure valuable, fragile, sentimental, or irreplaceable items are appropriately declared, packed, or insured separately where required
• Ensure children travelling with us (school runs, private rides) are ready at agreed times and pick-up/drop-off arrangements are clearly communicated in advance
• Advise MS Express Services Pty Ltd of any special access, safety, or handling requirements ahead of the scheduled service
• Ensure adequate legal parking is available for our vehicles; any parking fines incurred due to lack of suitable access will be passed on to the customer

Section 7Liability & Insurance

MS Express Services Pty Ltd holds Public & Products Liability insurance cover of $20,000,000, current from 25 June 2026, providing cover for property damage and personal injury arising from our operations in accordance with the policy terms.

We take reasonable care in the handling, transport, and delivery of all goods and passengers. However, MS Express Services Pty Ltd is not liable for:

• Pre-existing damage, wear, or defects in items not identified to us prior to the service
• Damage to items that were not adequately packed, boxed, or prepared by the customer (where packing was not part of the service booked)
• Loss or damage to cash, jewellery, documents, or other high-value items not declared to us in advance
• Delays or losses caused by circumstances outside our reasonable control (see Section 5)
• Indirect or consequential loss (e.g. loss of income, missed flights or appointments) arising from a delay or service issue, except where required by law

Any damage or concern arising during a service should be reported to MS Express Services Pty Ltd as soon as possible, and ideally before the crew or driver leaves the site, to allow prompt assessment. We recommend customers with high-value or irreplaceable items arrange their own additional insurance cover for extra peace of mind.

Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Section 8Photos & Marketing

From time to time, MS Express Services Pty Ltd may take photos or videos during the course of a service (e.g. surprise/event transport, airport welcomes) for use in marketing, social media, or promotional material. We will seek your consent before publishing any content that clearly identifies you or your family, and you're welcome to opt out at any time by letting us know.

Section 9General

9.1 Right to Refuse Service

MS Express Services Pty Ltd reserves the right to decline or discontinue a job where a site or situation is assessed as unsafe for our crew, where the job falls outside the agreed scope, or where behaviour towards our staff is abusive or unsafe.

9.2 Staff Assignment

MS Express Services Pty Ltd assigns removalists, drivers, and delivery personnel based on availability, skill, and operational requirements. The crew or driver assigned to your job may be male or female, and we do not accept requests to assign staff based on gender. All MS Express Services Pty Ltd staff are trained professionals and are to be treated with courtesy and respect regardless of who is assigned to your booking.

9.3 Governing Law

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

9.4 Changes to These Terms

MS Express Services Pty Ltd may update these Terms & Conditions from time to time. The version in effect at the time of your booking will apply to that booking. The current version is always available at msexpress.com.au.

9.5 Severability

If any part of these terms is found to be invalid or unenforceable, the remainder will continue to apply in full force.

Section 10Contact Us

For questions, bookings, cancellations, or to raise any concern about a completed service, please get in touch:

• CompanyMS Express Services Pty Ltd
• Phone+61 420 308 008
• Emailcontact@msexpress.com.au
• Office3 Shearwater Drive, Armstrong Creek VIC 3217
• Webmsexpress.com.au