Damage Terms and Conditions

ABN: 64 654 922 335

Phone: 0476 682 638

Email: quotes@coolcatremovals.com.au

Address: 66/266 Osborne Ave, Clayton South VIC 3169

Last updated: 29.06.2025

1. Overview

This Damage and Claims Policy applies to all services and hire items provided by Cool

Cat Removals and Cool Cat Packing, including (but not limited to) removal services,

packing assistance, and the hire of eco tubs or other packing equipment.

We handle all damage-related matters in accordance with the Australian Consumer

Law and aim to do what’s fair, fast, and transparent.

2. What This Policy Covers

This policy outlines the process for:

• Reporting damages to property (e.g. walls, floors, doors)

• Reporting damages to your belongings during a move or packing job

• Reporting damaged equipment delivered to you (e.g. eco tubs, packing tools)

It does not apply to changes of mind, last-minute cancellations, or normal wear and

tear on reusable packaging materials.

3. If We’ve Caused Damage

If you believe damage was caused by our team during packing or moving, here’s how

we’ll handle it:

3.1 Notify Us Within 1 Business Day

Please contact us at quotes@coolcatremovals.com.au with:

• Photos of the damage

• A clear explanation of what occurred

• The location, item, or surface affected

• Time and date of the move

We may request additional information to verify and assess your claim.

3.2 What Happens Next

If the damage is confirmed to be caused by us, we’ll offer one or more of the following

solutions:

• Arrange for professional repair or cleaning

• Compensate you for fair repair costs

• Replace the damaged item (if possible and reasonable)

Claims made outside the 1-business-day window may still be considered but may not

qualify for resolution under this policy.

4. Damaged Eco Tubs or Packing Equipment on Delivery

If any Cool Cat Packing items (eco tubs, boxes, tools) arrive damaged:

• Contact us within 1 business day of delivery.

• Include photos and a description.

• Damaged tubs must not be used and should be kept aside for collection.

We’ll organise a swap, repair, or provide a credit toward your hire fee if the item is

unusable.

5. What’s Not Covered

We won’t accept claims for:

• Damage caused by third parties not working under Cool Cat Removals or Cool Cat

Packing

• Situations where items were packed by the customer and damaged due to poor

packaging

• Damage to fragile items not properly disclosed in advance (e.g. high-value art,

antiques)

• Pre-existing damage

• Cosmetic scratches or marks on reusable eco tubs unless they impact function

• Claims made more than 5 business days after service unless exceptional

circumstances apply

6. Shared Responsibility: Packing & Moving

Where Cool Cat Packing provides the packing and Cool Cat Removals completes the

move, responsibility for damages may be shared depending on the cause. Our team will

assess this transparently and work with you to resolve the issue fairly.

7. Legal & Compliance

7.1 Australian Consumer Law

We respect all obligations under the Australian Consumer Law, including your rights to

compensation for damages caused by services that do not meet acceptable standards.

7.2 Liability Limits

Where permitted by law, our liability is limited to:

• Repair or restoration of damaged property

• Replacement or reimbursement of the damaged item (at fair value)

• Refund of the portion of service affected by the issue

We are not liable for delays, indirect loss, or costs incurred from third-party follow-up

unless otherwise required under consumer law.

8. Resolution Time

We aim to respond to all damage claims within 7 business days of receiving full details

and evidence.

9. Making a Claim

To start a claim, please contact:

Email: quotes@coolcatremovals.com.au

Subject: “Damage Claim – [Your Name] – [Date of Move or Delivery]”

Include:

• Photos of the damage

• A brief written explanation

• Your full name, address, and booking reference

• Contact number

Thank You

At Cool Cat, we take pride in doing things the right way. If something’s gone wrong, we’ll

work with you to make it right, fast and fair.