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Effective Date: August 2026
These Terms and Conditions (“Terms”) form part of the contract between Faithway Movers Limited (“Faithway Movers”, “the Company”, “we”, “us”, or “our”) and the person or entity booking or receiving our services (“Customer”, “you”, or “your”).
These Terms apply to moving, loading, unloading, transportation, packing, handling and any other related services agreed between Faithway Movers and the Customer within New Zealand.
Where storage or any additional service is specifically included in a written quote or booking confirmation, these Terms also apply to that service.
Faithway Movers is committed to providing professional moving services with reasonable care and skill and to charging fair and transparent prices in accordance with the agreed quote, booking and applicable New Zealand law. These Terms are intended to allocate responsibility clearly between Faithway Movers and the Customer and to protect both parties from unsupported or disproportionate claims.
Nothing in these Terms is intended to exclude or restrict any right or remedy that cannot lawfully be excluded under New Zealand law.
The Contract between Faithway Movers and the Customer consists of:
Except where New Zealand law requires a particular form of agreement or signature, the Customer accepts these Terms by confirming a booking, signing or electronically accepting a booking document, paying a booking fee or deposit, or instructing Faithway Movers to begin providing services.
Any Owner’s Risk carriage arrangement is subject to the specific requirements of the Contract and Commercial Law Act 2017 and must be completed in the manner required by that Act.
A general acceptance of these website Terms does not replace any separate Owner’s Risk declaration or signature required by law.
If more than one person or entity is named as the Customer, each Customer is jointly and severally responsible for amounts owing and obligations under the Contract.
If there is an inconsistency between these Terms and a specific written term contained in a quote or booking confirmation, the specific written term will apply to the extent of that inconsistency.
The Customer must ensure that any important promise, special handling requirement, guaranteed collection or delivery time, access requirement, packing requirement or other condition on which the Customer is relying is recorded in writing in the quote, booking confirmation or another written communication accepted by Faithway Movers.
Statements made before booking do not vary the Contract unless incorporated into it or otherwise legally binding. Nothing in this clause excludes liability for misleading conduct or any other liability that cannot lawfully be excluded.
Where a booking, enquiry or quote originates through a third-party marketplace, lead provider, referral service or booking platform, the Customer acknowledges that the third party may have its own separate terms. Unless expressly agreed otherwise, Faithway Movers remains the carrier or service provider for the move and these Terms apply to Faithway Movers’ services to the extent they form part of the booking and do not conflict with mandatory law or a binding platform arrangement.
The Customer remains responsible for ensuring that information entered on a third-party platform, including inventory, addresses, dates and access information, is accurate and complete. Reasonable non-refundable platform or referral costs actually incurred because of a Customer cancellation may be included when calculating a lawful cancellation charge.
Faithway Movers may provide services including:
Faithway Movers may use employees, contractors, subcontractors, other carriers, ferry operators, storage providers or other service providers where reasonably necessary to complete the service.
Where permitted by law, the protections, exclusions and limitations contained in these Terms also apply for the benefit of persons engaged by Faithway Movers to perform any part of the service.
Faithway Movers may refuse to move, lift, carry, dismantle, assemble or transport any item where our team reasonably considers that doing so would create an unacceptable health, safety, legal, property or vehicle risk.
Such refusal does not constitute a breach of Contract where the risk could not reasonably have been identified before arrival or was not disclosed by the Customer.
Unless the Customer has expressly purchased a dedicated or direct service in writing, Faithway Movers may reasonably determine the vehicle, crew allocation, route, loading sequence and operational method used to complete the move. For long-distance work, goods may be consolidated with other loads, transferred between suitable vehicles, temporarily held at a depot or storage location, or carried by an approved subcontractor where reasonably necessary to complete the service.
Faithway Movers remains responsible for performing its contractual obligations to the extent required by applicable law.
A fixed-price or long-distance quote does not by itself mean that the Customer has hired the whole truck exclusively or that the goods will travel directly from collection to delivery without other operational stops. A dedicated vehicle, exclusive truck, same-day delivery or direct non-stop service applies only where expressly confirmed in writing.
Faithway Movers will perform consumer services with the reasonable care and skill required by New Zealand law. This obligation does not make Faithway Movers an insurer of the Customer’s goods and does not make the Company automatically responsible for every mark, breakage, mechanical failure or defect identified after a move.
Every quote or estimate is based on information supplied by the Customer.
The Customer must provide accurate and complete information regarding:
Where a quote is based on an inventory, photographs, description, volume estimate or information supplied by the Customer, the quote applies only to the goods and circumstances disclosed.
Goods not disclosed before the move may result in:
Any volume calculated before loading is an estimate unless expressly guaranteed in writing.
Where pricing depends on cubic metres or truck space, the actual quantity of goods presented and/or space reasonably occupied when properly loaded may be used to determine the final charge.
A fixed quote applies to the scope of work described in that quote.
A fixed quote may be varied where the Customer:
Any variation will be reasonable and related to the additional work, time or cost incurred.
Where services are charged hourly, time will be charged according to the agreed booking arrangement, including any applicable minimum charge, travel or call-out time stated in the quote.
Additional time will be charged at the rate stated in the booking or quote.
Truck volume and legal payload are different limits. Even where cubic space remains available, Faithway Movers will not overload a vehicle or operate contrary to legal axle, gross vehicle mass or payload restrictions. Dense or unusually heavy goods may therefore require another vehicle, an additional trip or a revised loading plan, with reasonable additional charges where the weight or nature of the goods was not accurately disclosed before booking.
Unless expressly stated otherwise, a quote assumes that the Customer is ready at the agreed time, legal and reasonably close vehicle access is available, goods are prepared for transport, no undisclosed specialty equipment is required and the inventory and access information supplied are materially accurate.
A booking is not secured until Faithway Movers confirms the booking and any required booking fee or deposit has been received.
Faithway Movers may charge a $100 Job Securing Fee to reserve the truck, crew, administrative resources and booking slot.
The Job Securing Fee forms part of the booking arrangements.
If the Customer cancels, Faithway Movers may retain the Job Securing Fee to the extent it reasonably reflects administration costs, reservation of capacity and losses associated with the cancellation, subject always to applicable New Zealand law.
Faithway Movers may require an additional deposit, particularly for long-distance moves, ferry bookings, special vehicle arrangements, large moves, accommodation, third-party costs or other services involving advance expenditure.
Cancellation must be provided to Faithway Movers in writing as soon as reasonably possible.
Where cancellation occurs more than 48 hours before the scheduled service, amounts paid may be refunded less:
• the reasonable Job Securing Fee;
• non-refundable third-party costs already incurred;
• ferry, accommodation or vehicle costs that cannot reasonably be recovered; and
• other reasonable costs directly resulting from the cancellation.
Where cancellation or major rescheduling occurs within 48 hours of the scheduled service, Faithway Movers may retain or charge an amount reasonably reflecting the losses and costs caused by the late cancellation, including reserved labour, vehicle capacity and unrecoverable third-party expenses.
Faithway Movers will not impose a cancellation charge that is unlawful or amounts to an unenforceable penalty.
If Faithway Movers cannot provide the contracted service and no reasonable alternative can be agreed, any refund or other remedy will be determined in accordance with the Contract and applicable New Zealand law.
A request to change a booking date is subject to availability.
Additional costs already incurred because of the original booking, including ferry, accommodation, subcontractor or vehicle costs, may remain payable where reasonably incurred and non-refundable.
If the Customer cancels, abandons or materially reduces the move after Faithway Movers has dispatched a vehicle or crew or begun performing the service, the Customer remains liable, subject to applicable law, for the reasonable value of services already performed and reasonable costs already committed or incurred that cannot be recovered.
If the move cannot reasonably proceed because the Customer or authorised representative is absent, access is unavailable, keys are unavailable, goods are not ready, the premises are unsafe, or material information was not disclosed, Faithway Movers may treat the situation as waiting time, rescheduling or a Customer cancellation depending on the circumstances. Reasonable charges may apply for crew time, vehicle time, travel and unavoidable third-party costs.
Payment must be made at the time specified in the quote, invoice or booking confirmation.
Depending on the nature of the move, Faithway Movers may require payment:
The existence of a complaint, alleged damage, delay or claim does not automatically cancel or suspend the Customer’s payment obligations and does not automatically entitle the Customer to withhold, deduct, set off or reduce any part of the agreed moving charges.
Subject to any right available under New Zealand law, amounts that are not genuinely disputed remain payable when due. Any claimed deduction, refund, credit or compensation must be supported by reasonable evidence and determined by agreement between the parties or through an applicable legal dispute-resolution process. The Customer must not choose an arbitrary amount and unilaterally treat that amount as a legally established refund or compensation payment.
Where a card or other payment-processing surcharge applies, it will be disclosed to the Customer and will reflect the reasonable cost to Faithway Movers of accepting that payment method.
Prices include GST unless expressly stated otherwise.
Where an amount remains unpaid, Faithway Movers may take reasonable steps permitted by law to recover the debt.
The Customer may also be responsible for reasonable recovery costs where legally recoverable.
Faithway Movers reserves any lien or right to retain goods available to it under the Contract and Commercial Law Act 2017 or other applicable law for unpaid freight or charges.
Any storage, sale or disposal of goods under a statutory carrier’s lien will only be undertaken in accordance with applicable legal requirements.
A bank or card chargeback does not by itself determine whether Faithway Movers has breached the Contract or is legally liable to provide a refund. The Customer is encouraged to raise any genuine dispute with Faithway Movers first and allow a reasonable opportunity for investigation or remedy where required by law.
Faithway Movers may contest an unsupported or inaccurate chargeback and may provide the payment provider with relevant contractual records, photographs, communications, delivery records and other evidence. Nothing in this clause prevents the Customer from using any lawful chargeback right.
The Customer is responsible for ensuring that:
All information provided to Faithway Movers concerning the move is accurate and complete.
The Customer owns the goods or has full authority from the owner to arrange their carriage and to enter into the Contract.
Safe and reasonable access is available at collection and delivery locations.
The Customer must disclose access issues including:
The Customer must arrange any permits, building bookings, lift bookings, loading zones or permissions reasonably required for the move unless Faithway Movers agrees otherwise.
The Customer or an authorised representative should be available at collection and delivery unless another arrangement has been agreed.
The Customer is responsible for checking cupboards, rooms, garages, storage areas, sheds and other locations to ensure that all intended goods have been presented for transport.
Faithway Movers is not responsible for goods left behind because they were not identified or presented to the team, unless the failure was caused by Faithway Movers.
The Customer must keep children, pets and other persons who are not assisting with the move clear of active loading, unloading and carrying areas so far as reasonably practicable. Faithway Movers may pause work where an unsafe work area exists, and reasonable waiting charges may apply if the unsafe condition is caused by the Customer or persons under the Customer’s control.
Unless expressly agreed otherwise, the Customer is responsible for disconnecting and reconnecting gas, plumbing, hard-wired electrical equipment, internet equipment and appliances requiring a licensed trade. Faithway Movers may refuse work requiring a licence or specialist qualification that our crew does not hold.
The Customer should personally retain and transport cash, jewellery, passports, identity documents, keys, medications, bank cards, negotiable instruments, highly valuable collections, irreplaceable documents and other small high-value or essential items unless Faithway Movers expressly agrees in writing to carry them.
If such items are placed inside boxes, drawers or other goods without being disclosed, Faithway Movers cannot assess their value, fragility or special handling requirements, and responsibility will be determined in accordance with the Contract, the applicable carriage risk arrangement and New Zealand law.
Delivery to the Customer, an adult authorised by the Customer, or another recipient nominated by the Customer may be treated as delivery to the Customer. If the Customer instructs Faithway Movers to leave goods at a particular safe location or with a nominated person, responsibility after delivery will be determined under the Contract and applicable law.
Where goods are packed, boxed, wrapped, dismantled or otherwise prepared by the Customer or another person not engaged by Faithway Movers for that work, the Customer warrants that the goods are fit for carriage and storage in the condition and packaging in which they are presented.
Faithway Movers is not expected to inspect the contents or internal packing of sealed boxes, containers, bags, cartons or packages.
The Customer must appropriately protect goods considering their nature, weight, fragility and method of transport.
This may include appropriate:
To the extent permitted by law, Faithway Movers is not responsible for loss or damage caused by:
If Faithway Movers recommends additional packing, wrapping, dismantling, protection or another reasonable precaution and the Customer declines that recommendation and instructs the team to proceed, the Customer accepts the additional risk arising from that decision to the extent permitted by law.
Faithway Movers may record that instruction in writing, by photograph, video or other reasonable means.
Unless Faithway Movers has expressly agreed to perform this work, the Customer is responsible for
appropriately preparing appliances for transport, including disconnecting, draining, defrosting and securing them where required.
Faithway Movers does not guarantee the mechanical or electrical operation of appliances following transport unless a failure is shown to have resulted from a matter for which Faithway Movers is legally responsible.
Moving blankets, straps and ordinary shrink wrap used by Faithway Movers are handling and load-protection tools. They are not a substitute for proper customer packaging, internal cushioning, cartons, specialist crating, waterproof wrapping, television boxes, mattress bags or other item-specific protection where the nature of the goods reasonably requires it.
Unless a separate packing service is agreed, the Customer remains responsible for presenting the goods appropriately prepared and packed for carriage.
Moving blankets are not waterproof. The Customer must identify and appropriately protect goods that are particularly sensitive to rain, moisture, heat, cold or other ordinary environmental exposure. If adverse weather creates an unreasonable risk, Faithway Movers may pause or modify the move for safety.
If the Customer instructs the team to continue after a specific weather-related risk has been identified, responsibility for any resulting loss will be assessed having regard to that instruction, the adequacy of the Customer’s packaging, the reasonable care exercised by Faithway Movers and applicable law.
The Customer must disclose unusually fragile goods and use appropriate item-specific packaging. Original manufacturer packaging or purpose-made protective packaging is recommended for televisions, monitors and similar electronics where available. Standard blankets alone may not provide the same protection as a fitted box or crate.
Unless Faithway Movers agrees otherwise, the Customer should empty drawers, cabinets and furniture of loose, heavy, fragile or valuable contents before moving. Damage caused by undisclosed loose or excessive contents, or by the additional weight they create, is the Customer’s responsibility to the extent permitted by law.
Faithway Movers’ standard intention is that carriage of the Customer’s goods is performed under a valid Owner’s Risk contract where Owner’s Risk has been properly agreed in accordance with the Contract and Commercial Law Act 2017. If Owner’s Risk has not been validly established, the carriage risk regime that applies will be determined by that Act.
The statutory requirements for Owner’s Risk must be followed. In particular, where Faithway Movers relies on the statutory Owner’s Risk declaration process, the declaration required by section 250 of the Contract and Commercial Law Act 2017 must be prominent and separately signed by the Customer or the Customer’s agent before or when the goods are accepted for carriage. Alternatively, the parties may enter into another written and signed Owner’s Risk contract that satisfies the Act.
Where a valid Owner’s Risk contract applies, responsibility for accidental loss of or damage to the goods is allocated in accordance with the Contract and Commercial Law Act 2017.
Under an Owner’s Risk contract, the Customer generally bears the risk of accidental loss of or damage to goods during carriage, except to the extent that applicable law provides otherwise.
Nothing in these Terms excludes liability for intentional loss or damage where the Contract and Commercial Law Act 2017 or any other law makes the carrier responsible.
Owner’s Risk does not remove any separate right that a consumer may have under the Consumer Guarantees Act 1993 that cannot lawfully be excluded, including applicable guarantees concerning the standard of the moving service.
If the statutory requirements for an Owner’s Risk contract have not been satisfied, the applicable carriage liability regime will be determined under New Zealand law.
Where the Contract and Commercial Law Act 2017 requires a difference between charges for Owner’s Risk and another statutory carriage risk basis to be fair and reasonable, Faithway Movers will comply with that requirement. Any alternative carriage risk option offered by Faithway Movers may carry a different price reflectingthe different liability assumed by the Company.
Nothing in these Terms converts Faithway Movers into an insurer of the goods or creates a replacement-value guarantee beyond the rights and liabilities that actually apply under the agreed carriage risk arrangement and New Zealand law.
Faithway Movers does not provide household contents or transit insurance for the Customer’s goods unless expressly stated otherwise in writing.
The Customer is strongly encouraged to arrange appropriate insurance covering the full replacement or repair value of goods during collection, carriage, temporary holding and delivery.
Any insurance maintained by Faithway Movers for its vehicles, business operations, employees or public liability is not a substitute for the Customer arranging insurance for their own goods.
Faithway Movers is not responsible for damage that existed before the Company took responsibility for the goods.
This includes existing:
Some goods may be particularly susceptible to damage during ordinary handling because of age, construction, materials, condition or previous assembly and disassembly.
Examples may include:
The Customer must disclose known weaknesses or unusual fragility before the item is moved.
The Customer must notify Faithway Movers before the move of unusually valuable or irreplaceable items.
Faithway Movers may refuse to carry an item or require additional packing, handling arrangements or other conditions.
Faithway Movers may take reasonable photographs or videos of:
These records may be used to plan and perform the service and to assist with health and safety, training, quality control, complaints, insurance matters or disputes.
Faithway Movers is not required to photograph every surface of every item before collection. The absence of a pre-move photograph does not by itself prove that an item was damage-free, and the absence of a post-move photograph does not by itself prove that Faithway Movers caused later-reported damage. All available evidence may be considered.
Unless expressly agreed, Faithway Movers does not test the internal, mechanical or electrical operation of appliances, televisions, computers, machinery or other equipment before collection or after delivery. A device failing to operate after transport does not by itself establish that Faithway Movers caused the failure. Liability depends on the evidence, applicable carriage risk arrangement and New Zealand law.
The Customer is responsible for backing up important data before computers, drives, servers or electronic devices are moved. To the extent permitted by law, Faithway Movers is not responsible for data loss that is not shown to have resulted from a matter for which Faithway Movers is legally liable.
The Customer must disclose before the move any item weighing approximately 80kg or more, or any item requiring specialist handling.
This may include:
Additional movers, specialist equipment or another vehicle may be required.
Reasonable additional charges may apply where these requirements were not included in the original quote.
Faithway Movers may decline to move an undisclosed heavy or specialty item where attempting to move it would be unsafe or unreasonable.
Faithway Movers will not knowingly overload a vehicle or breach legal load restrictions merely to fit all goods into one trip. Where additional transport is required because the Customer failed to disclose unusually heavy goods or materially understated the inventory, reasonable additional charges may apply.
If the Customer, family members, friends, neighbours, tradespeople or other third parties participate in loading, unloading, moving, dismantling or assembling goods, they do so independently of Faithway Movers unless expressly engaged by the Company.
To the extent permitted by law, Faithway Movers is not responsible for damage or loss caused by the acts or omissions of the Customer or any person who is not acting on behalf of Faithway Movers.
If the Customer instructs Faithway Movers to handle an item in a particular way after being advised that the method may create an additional risk, Faithway Movers may:
If the Customer asks Faithway Movers to use customer-supplied trolleys, lifting devices, ramps, straps, packaging or other equipment, the Customer warrants that the equipment is reasonably fit and safe for its intended purpose. Faithway Movers may refuse to use equipment that appears unsafe or unsuitable.
The Customer must ensure that driveways, floors, stairs, paths, lifts and access points are reasonably suitable for the vehicle, equipment and goods involved.
Faithway Movers is not responsible, to the extent permitted by law, for property damage directly resulting from an undisclosed defect or unsuitable condition of the premises or access route that could not reasonably have been identified by our team.
Where the Customer asks a driver to enter a driveway or area that our team considers unsafe, unsuitable or likely to cause damage, Faithway Movers may refuse.
If Faithway Movers agrees to proceed after clearly identifying the risk, responsibility for loss resulting from the identified condition will be determined having regard to the Customer’s instruction and applicable law.
The Customer must tell Faithway Movers about unusually tight doors, stairs, hallways, balconies, lifts or other access restrictions. If an item cannot be moved through the available access without an unreasonable risk of damage, Faithway Movers may require dismantling, specialist handling, an alternative route or removal of the item from the scope of work.
If the Customer instructs Faithway Movers to proceed with a method after being advised of a specific risk to the item or property, that instruction will be relevant when determining responsibility for any resulting damage.
Unless expressly included in the quote, the service does not include specialist floor covering, wall protection, door-frame protection or construction-style site protection. The Customer must identify unusually delicate, recently finished or high-value surfaces before work begins. Faithway Movers will nevertheless exercise the reasonable care and skill required by law.
Unless expressly agreed and lawful to transport, Faithway Movers will not carry:
Frozen, chilled, perishable or temperature-sensitive goods are not accepted unless specifically agreed.
Plants will only be transported where Faithway Movers agrees to accept them.
Due to their nature, Faithway Movers cannot guarantee that plants will arrive without movement, leaf loss, breakage, temperature effects or deterioration, subject always to any liability that cannot lawfully be excluded.
The Customer is responsible for losses, costs or damage reasonably resulting from dangerous, prohibited or restricted goods that the Customer failed to disclose, to the extent permitted by law.
Collection and delivery times are estimates unless Faithway Movers expressly guarantees a specific time in writing.
Timing may be affected by circumstances including:
Faithway Movers will take reasonable steps to communicate material delays and to complete the service as soon as reasonably practicable.
To the fullest extent permitted by law, Faithway Movers is not responsible for indirect or consequential losses arising from delay, including lost income, missed appointments, accommodation costs, business interruption or other secondary losses, unless liability cannot lawfully be excluded.
Unless a direct or dedicated service has been expressly agreed, long-distance goods may travel through intermediate locations or be transferred between suitable vehicles or service providers. An estimated delivery date is not a guarantee that the truck will travel by a particular route or without operational stops.
A reasonable change to an estimated collection or delivery time, particularly where caused by traffic, ferry disruption, weather, mechanical issues, road conditions or another matter outside Faithway Movers’ reasonable control, does not automatically entitle the Customer to a full or partial refund, discount, credit or compensation. Any remedy will depend on the Contract, the seriousness and cause of the delay and applicable New Zealand law.
Reasonable additional charges may apply where additional time, work or expense results from circumstances not included in the agreed quote, including:
Additional charges may also include reasonable waiting time, failed-delivery costs, redelivery, storage caused by failed access, non-refundable third-party booking or platform costs caused by a Customer cancellation, and additional work resulting from materially inaccurate information supplied by the Customer. Faithway Movers will, where reasonably practicable, inform the Customer of material additional charges before incurring them.
Customers are encouraged to inspect their goods and relevant property at delivery and report any visible damage as soon as reasonably possible.
The departure of our team does not, by itself, remove any statutory right the Customer may have.
Where alleged damage was plainly visible and reasonably capable of being identified at delivery but was not raised before or shortly after the team departed, that fact may be considered as part of the evidence when assessing when and how the damage occurred. It does not by itself extinguish a statutory right.
A claim relating to damage to or partial loss of goods must be notified to Faithway Movers in writing within the time required by applicable New Zealand law.
For claims to which the statutory carriage claim period applies, customers should provide written notice within 30 days of delivery.
A damage claim should include, where reasonably available:
The Customer should retain the allegedly damaged item and relevant packaging and allow Faithway Movers a reasonable opportunity to inspect them before the item is:
Failure to preserve reasonable evidence may affect Faithway Movers’ ability to investigate a claim, but does not remove any right that cannot lawfully be excluded.
Faithway Movers may investigate a claim by considering:
The fact that damage is discovered after a move does not by itself establish that Faithway Movers caused the damage or is legally responsible for it.
Faithway Movers may decline an unsupported claim where, after reasonable investigation, the available evidence does not establish a legal basis for liability. A Customer’s statement that an item was damaged during the move will be considered, but it is not automatically conclusive where other evidence points to pre-existing condition, inadequate packing, inherent weakness, customer handling, third-party handling or another cause.
Inspecting an item, requesting photographs, obtaining a repair quotation, discussing settlement or investigating a complaint does not constitute an admission that Faithway Movers caused the damage or is legally liable.
The existence of alleged loss, damage, delay, dissatisfaction, a complaint or a problem affecting one or more individual items does not automatically entitle the Customer to any full or partial refund, price reduction, credit, deduction, set-off, reimbursement or compensation from the moving charges.
Before a monetary remedy is payable, Faithway Movers is entitled to reasonably investigate the circumstances, including the cause of the alleged problem, the applicable carriage risk arrangement, the condition and packing of the goods, the conduct of the parties, any Customer or third-party contribution and whether Faithway Movers is legally responsible.
The Customer is not entitled to choose an arbitrary amount and declare that amount to be a binding refund, discount or compensation payment merely because damage or dissatisfaction is alleged.
Nothing in this clause removes any remedy the Customer is legally entitled to under the Consumer Guarantees Act 1993, the Contract and Commercial Law Act 2017 or other applicable New Zealand law.
Where Faithway Movers is legally responsible, any remedy must be determined in accordance with applicable law and, where relevant, proportionate to the proven service failure or loss. Relevant matters may include:
Where a consumer service problem is minor and capable of being remedied, Faithway Movers must be given the reasonable opportunity required by New Zealand law to investigate and, where appropriate, remedy the problem within a reasonable time.
The Customer should not incur avoidable third-party repair or replacement costs without first giving Faithway Movers that opportunity where the law requires it. If the Customer bypasses Faithway Movers and arranges unnecessary or unreasonable work without giving the Company the legally required opportunity to remedy a minor problem, Faithway Movers may not be responsible for those costs to the extent permitted by law.
Where compensation is legally payable, it will be assessed according to the measure of loss required by applicable law. A claim should reflect actual proven loss rather than an unsupported estimate or punitive amount.
Where legally relevant, the age, prior condition, reasonable second-hand value, repair cost, depreciation and betterment associated with replacing an older item with a new item may be considered.
The Customer is not automatically entitled to the retail price of a brand-new replacement merely because an older, used or repairable item is alleged to have been damaged. The appropriate remedy will depend on applicable law, evidence and the circumstances of the particular claim.
Minor or isolated damage affecting one item, or a small part of an otherwise completed moving service, does not automatically make the entire moving service worthless and does not automatically justify repayment of all or part of the moving charges.
Whether any reduction in price, partial refund or cancellation remedy is legally available depends on the seriousness of the service failure and the remedies provided by New Zealand law.
The Customer must not recover the same loss twice. If an insurer, another carrier, a third party or another person has already paid or agreed to pay for the same loss, any amount recoverable from Faithway Movers will be determined having regard to that payment and applicable law.
Faithway Movers may reasonably request information about any relevant insurance claim or third-party payment when investigating a claim.
Faithway Movers may make a goodwill payment, discount or other offer to resolve a complaint commercially even where liability is disputed.
Unless expressly stated otherwise in writing, a goodwill offer is made without admission of liability and does not establish negligence, breach of contract or responsibility for other claims.
Where the parties expressly agree that a payment or other remedy is made in full and final settlement of a particular dispute, that settlement must be separately recorded and accepted in writing. A general goodwill discussion is not automatically a full and final settlement.
Where a problem occurs, both parties should take reasonable steps to prevent avoidable additional loss.
The Customer must not knowingly allow preventable loss or damage to increase and then seek recovery of that avoidable amount from Faithway Movers.
The Customer should promptly notify Faithway Movers of a problem and take reasonable steps to protect the affected goods from further damage. For example, the Customer should not continue using an item in a way that obviously worsens the alleged damage where a reasonable alternative is available.
This clause does not remove any statutory right.
Where Faithway Movers agrees to store or temporarily hold goods:
Storage charges and any handling or redelivery charges will be as stated in the quote or otherwise reasonably agreed.
The Customer remains responsible for arranging appropriate insurance for stored goods unless Faithway Movers expressly agrees otherwise in writing.
The Customer must collect or accept redelivery of goods within the agreed timeframe.
Where goods remain uncollected, rejected or subject to unpaid freight or storage charges, Faithway Movers may exercise any rights available under the Contract and Commercial Law Act 2017 or other law.
Any sale, disposal or other action involving the goods will only occur in accordance with applicable statutory notice and procedural requirements.
If delivery cannot be completed because the Customer or nominated recipient is unavailable, refuses delivery, provides an incorrect address, fails to provide access or otherwise prevents delivery, Faithway Movers may, where reasonable, return the goods to a depot or place them into suitable storage. The Customer may be responsible for reasonable redelivery, additional transport, handling and storage charges caused by that failure, subject to applicable law.
This section applies only where:
Where permitted by section 43 of the Consumer Guarantees Act 1993, the parties agree that the Consumer Guarantees Act will not apply to the business transaction.
This clause does not apply to an ordinary household consumer and does not contract out of the Consumer Guarantees Act where doing so would be unlawful or not fair and reasonable.
For a Customer acquiring the services in trade, and only to the extent permitted by law and fair and reasonable in the circumstances, Faithway Movers excludes liability for indirect, special or consequential loss, loss of profit, loss of revenue, loss of opportunity and business interruption.
For business transactions where the parties can lawfully agree a liability cap, any specific liability cap stated in the quote, booking confirmation or separately negotiated agreement will apply. Nothing in this clause limits liability that cannot lawfully be limited or overrides any mandatory carriage liability provision.
If a Customer has a complaint, the Customer is encouraged to contact Faithway Movers promptly and provide reasonable information supporting the complaint.
Faithway Movers will make reasonable efforts to investigate and resolve genuine complaints fairly.
A demand for a full or partial refund, compensation, credit, chargeback or other payment, including a demand accompanied by a stated intention to post a review, contact a regulator or commence Disputes Tribunal or court proceedings, does not by itself establish that Faithway Movers is legally liable or that the amount demanded is owing.
Faithway Movers will assess a claim according to the evidence, the Contract and applicable New Zealand law. The Company will not agree to an unsupported or disproportionate payment solely because legal proceedings, a complaint or a negative review have been mentioned.
Nothing in this clause prevents a Customer from exercising a lawful right to complain, publish an honest review, seek legal advice, request a chargeback where legally available, contact a regulator or bring a claim.
If a dispute cannot be resolved directly, either party may use the Disputes Tribunal where it has jurisdiction or another New Zealand court or dispute-resolution process with jurisdiction.
The Contract is governed by New Zealand law.
Faithway Movers will handle personal information in accordance with the Privacy Act 2020.
Information may include:
Information may reasonably be used for:
Faithway Movers may take reasonable photographs or video connected with the performance of the move, including images of goods, packing, existing condition and access.
These records will not be publicly used for advertising or marketing without appropriate permission where permission is legally required.
Photographs and video may also be retained and used as evidence in connection with a complaint, chargeback, insurance matter, debt recovery process, Disputes Tribunal proceeding or court proceeding where lawful and reasonably necessary.
Faithway Movers may disclose information where reasonably necessary to:
provided the disclosure is lawful and relevant to the purpose for which the information is required.
Faithway Movers will take reasonable safeguards to protect personal information and retain it only for as long as reasonably required for business, contractual or legal purposes.
Customers may request access to or correction of personal information held about them in accordance with the Privacy Act 2020.
References to communication “in writing” may include email, text message, electronic booking systems or other electronic communication where legally permitted.
Faithway Movers may retain copies of:
where reasonably required for business or legal purposes.
Faithway Movers is entitled to rely reasonably on instructions and information provided by the Customer or the Customer’s apparent authorised representative by email, text message, booking platform, electronic form or other recorded communication. The Customer must promptly correct any material error in information previously supplied.
No material variation to an existing booking or Contract is binding unless agreed between the parties.
An agreement made by email or other written electronic communication may constitute a written variation where legally valid.
Updates made to the website Terms after a Customer’s booking will not retrospectively alter an existing Contract unless the parties agree or the change is required by law.
If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be read down to the minimum extent necessary or severed where appropriate.
The remainder of the Terms will continue to apply.
If Faithway Movers does not immediately enforce a right under these Terms, that does not mean the Company permanently gives up that right.
A waiver relating to one matter does not automatically apply to another matter.
These Terms are intended to operate alongside applicable New Zealand law, including where relevant:
Nothing in these Terms excludes, restricts or modifies a guarantee, right, remedy or obligation where New Zealand law does not permit it to be excluded, restricted or modified.
For household consumers, Faithway Movers remains responsible for providing its services with the standard required by applicable consumer law.
These Terms should not be interpreted as promising that every accidental mark, breakage, delay or item failure creates a right to compensation. Whether a remedy exists depends on the applicable carriage risk arrangement, whether the service failed to meet a statutory guarantee, causation, the available evidence and the remedies provided by law.
Questions about these Terms, bookings, invoices, privacy matters, complaints or claims should be directed to Faithway Movers Limited using the contact details provided on our website, quote, invoice or booking confirmation.
Faithway Movers Limited
Your Faith Our Mission
To the extent permitted by law, the Customer is responsible for and indemnifies Faithway Movers against reasonable loss, damage, cost or third-party claims to the extent directly caused by:
This indemnity does not apply to the extent the loss was caused by Faithway Movers or where imposing the indemnity would be unlawful or unfair under applicable New Zealand law.
Faithway Movers will dismantle or reassemble furniture only where this service is agreed or reasonably required and our team considers it safe and suitable to do so.
Flat-pack, particleboard, MDF and previously dismantled or repaired furniture may weaken through age, repeated assembly or the nature of its construction. Faithway Movers cannot guarantee that such furniture can be dismantled, moved and reassembled without movement at joints, cosmetic changes or failure caused by prexisitng weakness.
The Customer should provide manufacturer instructions and retain all screws, fittings and specialist tools where relevant. Faithway Movers is not responsible for missing components that were not supplied to our team or for inability to reassemble an item where required parts or instructions are missing.
If Faithway Movers recommends dismantling because moving an item assembled creates an identified risk and the Customer declines and instructs the team to proceed, that instruction and accepted risk will be relevant in determining responsibility for any resulting damage.
The service is complete when the agreed work has been substantially performed and the goods have been delivered or otherwise dealt with in accordance with the Customer’s lawful instructions, subject to any outstanding obligation required by law.
Faithway Movers may request a delivery confirmation or completion sign-off. A sign-off confirms receipt or completion of the stated service but does not waive a statutory right concerning hidden damage that could not reasonably have been identified at the time.
Customers are encouraged to record any visible issue on the delivery or completion record. A clean sign-off may be considered alongside all other evidence when determining whether later-reported visible damage occurred while the goods were in Faithway Movers’ responsibility, but is not automatically conclusive.
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