2ND LIFE – Removals Policy

1. Scope of Services

2ND LIFE provides professional removal and clearance services across Sydney, including but not limited to:

• Household furniture removal
• Appliance removal
• Electronics removal
• General household clear-outs
• Office and commercial clear-outs
• Renovation debris removal
• Green waste removal

2ND LIFE operates under a circular model that prioritises reuse, recycling and landfill diversion whenever possible. Reusable items may be directed to rehoming, donation or reuse channels where operationally viable.

2. Booking and Scheduling

Bookings may be made through:

• Website forms
• Phone enquiries
• Direct communication with the 2ND LIFE team

Same-day pickups may be available depending on operational capacity.

All jobs operate within a 2-hour arrival window unless otherwise agreed.

Arrival times are indicative only. Delays may occur due to traffic conditions, access issues, operational constraints or previous jobs. Such delays do not alter pricing, scope of service or service obligations.

Customers may cancel the booking without financial penalty if the 2ND LIFE team has not arrived within four (4) hours from the start of the agreed arrival window.

If the team arrives within this timeframe, standard cancellation conditions remain applicable.

3. Estimates and Pricing Structure

Price indications may be provided:

• online
• by phone
• during pre-job communication

All estimates are indicative only.

Unless a written fixed quote has been explicitly issued by 2ND LIFE management, all pricing is subject to change based on the actual volume and conditions of the job.

The final price is determined exclusively by:

• the volume loaded into the truck
• access conditions
• labour requirements
• additional items added during the job

Volume is measured according to the actual space occupied in the truck, including empty spaces around and inside furniture.

Final Price Determination

The final price of the job is determined based on the actual volume loaded into the truck during the service.

Estimates provided before the job, including those given online, by phone or through messaging, are indicative only and are based solely on the information provided by the customer prior to the service.

The final charge is calculated according to the space occupied in the truck once the items are loaded, including empty spaces within and around furniture and other items.

Customers acknowledge that the final volume cannot be determined until loading has occurred, and that the final price will reflect the actual volume removed and any applicable labour, access or special handling conditions.

 

The current price list is publicly available at:

https://2ndlife-dev.hokma.xyz/removals-pricing/

If the scope of the job materially differs from the information provided at booking, 2ND LIFE reserves the right to adjust pricing, apply additional charges or refuse the job.

4. Charging Method

2ND LIFE operates primarily under a volume-based charging model.

Charges are calculated according to:

• cubic metres loaded into the truck
• applicable labour and access conditions
• applicable disposal fees
• applicable distance charges

Additional items may be added during the job and will be charged according to the current price list.

Access and Labour Fees may apply where:

• items are located far from the truck
• stairs or complex building access is involved
• disassembly is required
• heavy or oversized items require additional handling

Special waste may incur additional charges.

Certain items may require additional handling due to weight, size or operational complexity. In such cases, the 2ND LIFE team may allocate additional cubic metre volume to account for handling requirements.

Some items are priced per unit according to the current price list. Examples include mattresses, pianos and other specialised items.

These items may be charged separately from the volume-based pricing model.

5. On-Site Job Confirmation

Before loading begins, the customer must sign the official 2ND LIFE Job Confirmation Form.

 

This confirmation acknowledges:

• understanding of the pricing structure
• acknowledgement that estimates are indicative only
• confirmation of items included in the scope
• acceptance of payment terms
• acknowledgement of operational risks involved in removals

 

If the customer refuses to sign the Job Confirmation Form, the team will not proceed with the removal.

In such cases a call-out fee will apply. More details about the call-out fees are available at section 10.

If the job location is beyond 30 km from the 2ND LIFE warehouse in Alexandria, an additional distance fee of $5 per kilometre may also apply in accordance with the current price list.

The signed confirmation becomes part of the official job record.

6. Customer Presence and Responsibility

The customer must be present on site from the beginning to the completion of the job to:

• confirm the scope of removal
• ensure correct items are removed
• approve additional items added during the job

2ND LIFE does not assume responsibility for item selection or scope confirmation. The customer is responsible for confirming which items are to be removed.

If the customer chooses not to remain on site after the job has commenced, the customer accepts that:

• the 2ND LIFE team will proceed according to the confirmed pricing structure
• the final volume assessment made by the 2ND LIFE team will be accepted
• the final price will be determined according to the actual loading performed

If a customer is absent from the site, the job proceeds under the assumption that the customer authorises the team to proceed based on the agreed pricing structure and scope.

 

Waiting fees and call-out fees may apply if the customer fails to attend the job as scheduled.

These fees may be cumulative depending on the circumstances of the job.

7. Access and Site Conditions

The customer is responsible for ensuring safe and legal access to the property, including:

• parking access for the truck
• building access
• lift access where applicable
• permits where required
• safe pathways to the items being removed

If safe access is not available, 2ND LIFE may delay or suspend the job until conditions are resolved.

Access difficulties may result in additional labour or access fees.

 

If the customer fails to provide adequate access conditions, the following may occur:

• the job may be postponed or cancelled
• additional labour or access charges may apply
• fines incurred due to parking restrictions may be passed on to the customer
• additional time spent locating suitable parking may be charged
• additional distance between the truck and the items may result in further access fees

If safe and legal parking for the truck cannot be secured, the team reserves the right not to proceed with the job.

8. Fixed Items and Built-In Structures

2ND LIFE does not remove items that are:

• screwed or fixed to walls or floors
• built-in cabinetry
• partitions or structural fixtures

If removal of such items is requested and approved by management, the customer acknowledges that property damage may occur and accepts full responsibility for any resulting damage.

9. Payment Terms

Payment is required immediately after the completion of each load.

Accepted payment methods include card (EFTPOS) and other payment methods approved by management prior to the job.

Exceptions to the payment method may be approved in advance by management.

A tax invoice will be issued following the completion of the job.

Failure to complete payment may result in suspension of the service.

If payment is refused after a load has been completed, 2ND LIFE reserves the right to immediately unload the truck at the current location without responsibility for the items.

In such cases an invoice equal to 50% of the total job value may be issued and recovered through legal means if necessary.

10. Cancellations and Rescheduling

Cancellations made within 48 hours of the scheduled job time will incur a call-out fee of $150 + GST.

If the customer chooses to reschedule instead of cancelling, this amount may be applied as a credit toward the future job.

If the 2ND LIFE team has already arrived at the job location and the job does not proceed for any reason within the customer’s control, a call-out fee of $150 + GST will apply, plus any applicable distance charges.

If the customer declines the service after the team arrives and the scope of the job is consistent with the information provided at the time of booking, the call-out fee of $150 + GST will apply.

If the actual scope of the job materially differs from the information provided at the time of booking, resulting in a materially higher estimated volume, the customer may decline the service without the call-out fee.

For the purposes of this policy, the determination of whether the job scope is consistent with the booking information shall be made by the 2ND LIFE team on site.

11. Waiting Time

Waiting time may apply where the 2ND LIFE team is unable to proceed with the job due to delays or requests outside the normal execution of the service.

A waiting fee of $150 per 30 minutes may apply in circumstances including, but not limited to:

• the customer not being present at the scheduled time
• delays in providing access to the property
• delays caused by building management, lifts, parking or permits
• customer requests to pause or delay the job
• customer requests for the team to remain on site after the job has been completed

Waiting time begins after a reasonable period required for arrival, site assessment and preparation, once the team is ready to proceed but cannot continue due to the circumstances described above.

Waiting time is charged in 30-minute increments, with the first increment applying once waiting time exceeds 15 minutes.

The determination of waiting time and applicable charges is made by the 2ND LIFE team on site.

12. Job Interruption and Payment Refusal

If the customer refuses to proceed with the job after loading has begun, the service will be stopped and management will be notified.

If a customer stops the job after loading has begun, the customer remains responsible for payment corresponding to the volume already loaded.

Unloading items is not a standard service and will not normally be performed.

If unloading is authorised in exceptional circumstances, an unloading fee equal to 50% of the total job value may apply. 2ND LIFE’s pricing schedule will be consulted by the management to determine the total amount.

2ND LIFE reserves the right to unload the truck at the current location or another suitable location without responsibility for the items.

13. Ownership of Removed Goods

Once items are collected by the 2ND LIFE team, ownership of those items transfers to 2ND LIFE.

Items may then be directed to:

• recycling facilities
• disposal facilities
• the 2ND LIFE warehouse
• reuse or rehoming channels

The customer relinquishes any claim to items once they have been removed.

14. Recycling and Rehoming

2ND LIFE prioritises reuse whenever possible.

Reusable items may be directed to rehoming or donation channels depending on:

• item condition
• logistical feasibility
• operational capacity
• current demand

Decisions regarding reuse or disposal are made solely by 2ND LIFE.

15. Storage

2ND LIFE does not provide storage services for customer goods.

Items collected during jobs may temporarily pass through the 2ND LIFE warehouse as part of internal operational processes but are not stored on behalf of customers.

16. Liability and Insurance

2ND LIFE maintains public liability insurance coverage up to AUD $20,000,000.

However, the existence of insurance does not constitute an automatic acceptance of liability for any damage or incident.

Removals involve inherent operational risks due to the nature of handling large or heavy items.

Customers acknowledge these risks as part of the service.

17. Damage Claims

If a customer believes damage has occurred during the service, the following process applies:

• The issue must be reported before the team leaves the job site whenever possible.
• If the damage is discovered later, the customer must notify 2ND LIFE within 48 hours of the job completion.

Claims must include:

• photos of the alleged damage
• description of the incident
• job reference details

All claims will be assessed internally and may require review of operational records, photographs or other documentation.

The existence of public liability insurance does not constitute automatic acceptance of liability.

18. Safety and Refusal of Service

2ND LIFE reserves the right to refuse or stop a job if:

• the environment presents safety risks
• access conditions are unsafe
• the customer behaves aggressively or unreasonably
• the scope of the job materially differs from what was communicated
• the job involves prohibited or hazardous materials

If a job is refused due to unsafe or undisclosed conditions, a call-out fee may apply.

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