Terms of service

Reliable Mover is a booking website. It is operated by Taiwan Trading Pty Ltd ATF Eric & Ericson Family Trust (ABN 25 247 045 234), which takes your payment and looks after your booking.

Your move itself is carried out and sold to you by Hou Properties Pty Ltd ATF The Hou's Family Trust (ABN 24 434 941 496). They own the truck, they employ the driver, and your contract for the move is with them.

That distinction matters if something goes wrong. A problem with the move — damage, a delay, the driver — is theirs to resolve, and these terms say so plainly rather than leaving you to work it out.

You can reach the mover directly on 0403 090 889 or brisbanehp@gmail.com.

Anything about the booking itself, the website or the payment: admin@jiashiwu.com.au or 0403 090 889.

In these terms, "the mover" means the business doing the move, "we" means the booking platform, and "you" means the person who made the booking.

This is a self-load service. We bring a truck and a driver. You and your helpers do the loading and the unloading.

The driver drives the truck and is responsible for securing the load safely for the road. The driver does not carry, lift, pack, wrap, dismantle or reassemble your belongings, and does not disconnect or reconnect appliances.

If you need a full removal service where the crew does the lifting, this is not that service, and you should book a removalist instead.

The truck carries up to 1000 kg. We work within about 80 km of our depot, and jobs finish by 7pm.

For safety and legal reasons the driver may refuse to carry, or may unload, any of the following:

Dangerous goods, including gas bottles (full or empty), petrol, diesel, oil, paint, solvents, pool chemicals, fireworks and ammunition.

Cash, jewellery, precious metals, passports, wills, share certificates and similar irreplaceable documents or valuables. Carry these yourself.

Live animals and pets.

Anything illegal to possess or transport, and anything that would put the load over the truck's legal weight limit.

If the driver refuses an item on these grounds, the booking still runs and is still charged. Tell us in advance if you are unsure about something.

Have everything packed, closed and ready to load before the booked start time. The included time is for loading and unloading, not for packing.

Make sure the truck can legally and safely park at both addresses. If a permit, a loading zone, a lift booking or building approval is needed, arrange it beforehand. Time lost because the truck cannot park counts as on-site time.

Be there, or have someone there who can make decisions on your behalf, at both ends.

Describe the job accurately when you book. The price is built from the addresses, the date, the time and the load you tell us about.

Tell us about stairs, narrow driveways, long carries or anything else that will slow the job down.

The price you are shown before paying is the price for the job you described. It includes GST, fuel and tolls.

It includes 90 minutes of on-site time per load, counted across the pickup and the delivery together.

If the job takes longer on site than the included time, extra time is charged in blocks at the rate shown to you before you paid. The driver shows you the recorded times and the amount on his phone before anything is charged.

If the on-site time cannot be measured reliably, no extra time is charged. This is deliberate: the risk of a bad measurement is ours, not yours.

If the job turns out to be materially different from what you described — a different address, much more to move, or access that makes it unworkable — we will tell you before continuing and agree what happens next.

You pay half the quoted price as a deposit when you book. Your booking is not confirmed until we accept it.

We ask for a deposit because we hold the truck and the day for you and turn other work away. Queensland Fair Trading sensibly warns customers about paying up front, so it is worth saying what protects you here: the deposit is fully refundable up to 48 hours before your start time, your card details are held by Stripe and never by us, and the balance is only taken once the job is actually finished.

The rest is charged to the same card when the job is finished on moving day, together with any extra time. By paying the deposit you authorise that final charge.

If that charge is declined, we will email you a link to pay it. The amount remains owing.

The driver will call you on the number you gave us and wait at the pickup address within the included on-site time.

If we still cannot reach you and cannot start the job, the driver leaves. We keep the deposit and charge you nothing further — no balance, no waiting fee. The day is gone and we cannot re-sell it, but we are not going to bill you for a truck that never got loaded.

If you know you are running late, call us. We will do what we can.

Tell us as early as you can. Cancellations are measured from the start of your booked time window:

Cancel 48 hours or more before the start: 100% of your deposit is refunded.

Cancel 24 hours or more before the start: 50% of your deposit is refunded.

Cancel less than 24 hours before the start: 25% refunded.

These tiers reflect that a cancelled booking is a day we usually cannot re-sell at short notice.

If we cancel — a breakdown, illness, or weather that makes the job unsafe — you get a full refund of everything you have paid, whenever it happens. We will always try to offer you another day first.

To change the date, use the link in your booking email or contact us. If a different day is priced higher — a weekend or a public holiday costs more than a weekday — we will tell you the new price before anything changes. Where the move is at our suggestion, we will not charge you more for it without agreeing that with you first.

Nothing here takes away any right you have to a remedy under the Australian Consumer Law.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. We must provide the service with due care and skill, fit for the purpose you told us about, and within a reasonable time. Nothing in these terms limits those guarantees, and we do not attempt to cap what we owe you if we fail to meet them.

Those guarantees are owed to you by the mover, because the mover is who sells and performs the move. In practice that means the mover is responsible for damage caused by how the truck is driven and how the load is secured for the road, and for anything else genuinely within their control. The booking platform is responsible for the booking service it provides — taking your payment correctly, quoting you accurately, and passing your details on — and does not drive the truck.

Because you and your helpers do the loading, we are not responsible for damage that results from how an item was packed, wrapped, carried or placed on the tray, from something being inherently fragile or already damaged, or from a defect in the item itself. If the driver tells you an item is not travelling safely and you ask for it to go anyway, that is at your risk.

Insurance for your belongings is yours to arrange. We hold the insurance the law requires us to have for the vehicle, and we do not carry goods-in-transit insurance covering your possessions — the same is true of most movers, and Queensland Fair Trading advises customers to check. Your home and contents policy may already cover your things while they are being moved. If it matters to you, check before moving day.

None of that changes our responsibility under the Australian Consumer Law if we are the cause.

You are unloading the truck yourself, so you will handle every item as it comes off. Please check things as you go.

Tell us within 24 hours of the delivery, and before you repair, replace or throw anything out, so we have a fair chance to look at it. Photographs help. The driver also photographs the load, and we keep those.

That 24 hours is so we can actually investigate while the evidence exists. It does not take away any right you have under the Australian Consumer Law, which is not something we could sign away even if we wanted to.

You book a start window, not a start time, and the finish time is an estimate. Traffic, weather and the job before yours all move it. We will contact you if we are running late.

Like every mover, we cannot guarantee arrival or delivery at a precise moment. If you have something that genuinely cannot move — a lift booking, a settlement, a flight — tell us when you book and pick the morning window, which has the most room in it.

We are not responsible for costs you incur elsewhere because a move ran late, unless the delay was caused by our failure to take reasonable care.

The driver may photograph the load. Those photos are a record of the job and are used to resolve questions about condition or timing.

We will not publish a photograph of your belongings, your home or your address without asking you first.

Contact us at admin@jiashiwu.com.au or 0403 090 889 and we will work it out with you.

If we cannot, you can take the matter to the Office of Fair Trading in Queensland, or to the Queensland Civil and Administrative Tribunal. Using these terms does not affect that right.

These terms are governed by the law of Queensland, Australia.

If any part of these terms turns out to be unenforceable, the rest still applies.

We may update these terms. The version that applies to your move is the one published when you booked, and the date it was last changed is shown at the top of this page.