Muval Cover Warranty Terms and Conditions (WTCs)

Table of Contents

These Warranty Terms and Conditions (Warranty Terms) govern the terms on which Muval Cover Pty Ltd (Muval, we, us or our) provides its warranty to its customers (Customers, you or your), who engage third parties through its platform.

These Warranty Terms are supplementary to the Customer Terms and Conditions (Customer Terms) of Muval and the Customer agrees that it has received and read the Customer Terms which are deemed incorporated herein (see – https://www.muval.com.au/customer-terms-conditions).

To the extent that there is any inconsistency between the interpretation, meaning or application of these Warranty Terms and the Customer Terms, the Warranty Terms will prevail.

By purchasing and accepting our warranty, the Customer agrees to be bound by both the Customer Terms and these Warranty Terms.

1. Definitions & Interpretation

In these Warranty Terms (except where the context of application clearly indicates otherwise):

  1. ACL means the Australian Consumer Law as contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
  2. Cover means the warranty that Muval agrees to provide to the Customer in respect of the goods listed on the Declared Items Schedule, pursuant to these Warranty Terms.
  3. Cover Confirmation means the written confirmation of the particulars, relevant to the Cover provided by Muval pursuant to these Warranty Terms.
  4. Declared Items Schedule means the itemised list of goods declared by the Customer on the designated form provided by Muval, to which the Customer is seeking to have covered under the warranty. For the avoidance of doubt, this is not any inventory or item list provided by the Customer, for the purposes of obtaining a quote, estimating volume, planning logistics or any other purpose.
  5. Declared Value means the value of the goods declared by the Customer when choosing the warranty service during the booking process and as shown in the Cover Confirmation.
  6. Deductible Payment means the amount of AUD $500 payable to Muval by the Customer, in respect of a claim for Loss or Damage to the goods covered by the Cover arising from an incident or occurrence not otherwise excluded by these Warranty Terms.
  7. Depreciation means the reduction in value of an item over time, calculated at 20% per annum from the date of original purchase.
  8. Law means any law, regulation, order, official policy directive, request, requirement or guideline of any government agency and includes the interpretation, application or administration of any of the above.
  9. Loss or Damage means actual physical loss or damage to the goods listed on the Declared Items Schedule.
  10. Move means the removal, freight or transport of Customer goods from one address to another, or otherwise as part of one job, undertaken by a Mover.
  11. Mover means the relevant third-party removalist which has been engaged by the Customer to provide its Move services to the Customer.
  12. Period of Cover means the period for which the warranty is in force. Cover starts when the Mover commences packing or moving the goods listed on the Declared Items Schedule and ceases when the goods listed on the Declared Items Schedule has arrived at the address you specified, and once it has been unpacked by the removalist. If you decide to move your property to a storage facility with your Mover, the warranty remains in force for up to 30 days whilst the goods listed on the Declared Items Schedule is in storage and ceases after the 30th day. You will find your period of cover set out in your confirmation of cover document.
  13. Removals Completion Form is a form that confirms your goods were not damaged before, during or after the Move.
  14. Warranty Limit means the maximum amount Muval will be liable to pay for Cover for the goods based on their total declared value between AUD $1 to 100,000 inclusive as appears in Muval's rates schedule at the time of booking.
  15. Warranty Payment is the amount that the Customer pays to Muval for the warranty which will depend on the Warranty Limit.

2. Purpose

2.1 This warranty is provided to you where you have engaged a Mover through Muval.

2.2 The parties agree that this warranty does not amount to an undertaking or liability in respect of insurance. Rather, the warranty is designed to provide the Customer with coverage for Loss or Damage, even in circumstances where Muval has no liability to the Customer at Law.

2.3 Nothing in this warranty replaces your rights under the ACL or any remedies which may be available to you from the Mover.

3. Warranty

3.1 Subject to these Warranty Terms, clause 4 and clause 6 in consideration of the Warranty Payment and the Deductible Payment:

  1. Muval warrants to pay the Customer for Loss or Damage that occurs during the performance of the Move that is caused by Muval, its employees or the Mover; and
  2. the warranty is valid only during the Period of Cover.

4. The Warranty Cover

  1. If the Customer submits a request for Cover in respect of Loss or Damage to goods which are subject to these Warranty Terms, Muval agrees to pay the lesser of either:
    1. the cost of repair to the goods; or
    2. the cost of replacing the goods with like goods in the market, subject to the replacement price not exceeding the original price that the Customer paid for the relevant goods and accounting for any reasonable deductions due to: age; condition; wear and tear; Depreciation; and any reasonable salvage value obtainable in respect of the goods, up to and not exceeding the Warranty Limit.
  2. If there is no market for like goods, then the cost of replacement referred to in clause 4a.ii will be the original price the Customer paid for the goods less Depreciation of the goods since the date of their original purchase as best can be determined.
  3. The Customer must provide a Declared Items Schedule to Muval prior to the commencement of the Move for the Cover to be activated. Only the goods listed on the Declared Items Schedule are subject to the Cover.
  4. If a Customer selects a total cover amount to apply across multiple items of the same type, and does not provide individual Declared Values for each item at the time of purchasing the Cover, the total declared amount will be allocated proportionally across those items. In such cases, the maximum claimable amount for any single item will be limited to its equal share of the total Declared Value, calculated based on the total number of identical items included in the Declared Items Schedule.
  5. If the Customer fails to reasonably salvage the goods, the parties agree that Muval will deduct a value that reasonably reflects the market value of the goods following any damage.
  6. The Customer must detail the market replacement value or maximum potential risk in the Cover Confirmation. If goods are under-valued, thereby resulting in insufficient cover, Muval is entitled to reduce the covered value for those goods by the percentage to which they were under-valued.
  7. Muval may limit or exclude the Cover for items that have pre-existing damage.
  8. The value of the complimentary Cover offered through the MuvExpress service will be detailed in the Customer's confirmation for that service. The complimentary cover must be activated prior to the commencement of the Move. If the Customer wishes to extend their coverage beyond the amount covered by the complimentary cover, then they must make a Warranty Payment equal to the total value of the coverage desired.

5. Warranty Cancellation

  1. The Customer has the right to cancel the Cover provided it notifies Muval in writing prior to the commencement of the Move, upon which Muval will refund the Customer the Warranty Payment in full.
  2. Muval may also cancel the Cover in any of the circumstances permitted by Law, if you fail to pay the Warranty Payment by the due date, or if you told us something that you knew to be incorrect or untrue (during your application for cover). Muval will provide you this notice of cancellation in writing to the Customer’s email address.

6. Warranty Cover Exclusions

  1. The following goods are excluded from Cover:
    1. goods contained within cartons or packaging not packed by the Mover;
    2. goods that are not recorded in the Declared Items Schedule;
    3. perishable goods including but not limited to, meat, seafood, vegetables, fruits, beverages, confectionary, foodstuff, flowers, dry ice or other temperature-controlled goods;
    4. live goods, including but not limited to living plants, animals, animal products, animal skins, fish, reptiles or birds;
    5. money (which means anything having the value of money), bullion (of any precious metal), cheques, credit or other card sales vouchers, securities, shares, bonds, deed, bills of exchange, negotiable instruments in bearer form or any documents that represent money, property or title;
    6. loose precious and semi-precious stones;
    7. dangerous, illegal or prohibited items, firearms, air guns, toy guns, ammunition, weapons, weapon parts, explosives, nuclear and radioactive or explosive goods/devices/energy/fuel, hazardous or combustible materials including chemicals and paints;
    8. aerosols and perfumes;
    9. flammable liquids, petrol, lighter fluid, flammable solids, non-safety matches, gases, mace, camping gas, oxidizers, bleach, poisons, pesticides, fertilisers, insecticides, corrosives and mercury;
    10. cigarettes, e-cigarettes or tobacco products;
    11. commercial goods not part of a domestic household move, for example, items being purchased and relocated for a business, business stock, items purchased or sold in a private sale;
    12. furs, ivory endangered animal products;
    13. jewellery, watches, precious metals, cash or any form of currency, stamps, coin or banknote collections, trading card collections, sports cards and other similar valuable items;
    14. antiques, fine art, oriental rugs, silverware and collectibles unless specified and valued on the Declared Items Schedule, and provided the amount covered does not exceed AUD $5,000 any one individual item;
    15. motor vehicles including motor bikes/trikes/quad bikes and any other road/offroad vehicles but not including pedestrian electric bicycles and scooters;
    16. waterborne vessels, jet skis, boats or similar (whether trailed or not);
    17. items with existing damage or that are in poor condition; and
    18. items coming out of a storage facility.
  2. Loss or Damage to the goods arising from the following risks are excluded from Cover:
    1. rust, oxidization, discolouration;
    2. consequential losses of any kind or loss of market;
    3. any losses of any kind due to delay;
    4. rejection, detention, condemnation or confiscation of the goods by any government or their agencies or departments, or by any public or local authority;
    5. dismantling, assembling, testing or fabrication of the goods other than as required during the ordinary course of provision of the removalist services; and
    6. any damage or losses due to vermin and/or insects.
  3. Muval is not liable to pay Cover when Loss or Damage to the goods results from:
    1. ordinary wear and tear of the Customer’s goods;
    2. faulty manufacture or inherent defects of the Customer’s goods;
    3. wars or strikes, actions of government or customs authorities (including rejection or refusal of importation permission for the goods), nuclear or radioactive contamination;
    4. mould or mildew due to climatic or atmospheric conditions or extremes in temperature;
    5. insufficiency, deficiency or unsuitability of packing of the goods, particularly when not packed at, or above the standard set by original manufacturers for the type or mode of transit(s) used (for example, TVs not packed into a dedicated TV box);
    6. mechanical or electrical breakdown or malfunction where no external evidence of damage can be shown;
    7. loss of data;
    8. delivery to a self-storage facility, where the goods have not been inspected and reported as lost or damaged at the time of delivery. Cover ceases immediately upon delivery to self-storage facilities, as subsequent handling, re-stacking, or access by others may cause damage after delivery; and
    9. the Customer packing, loading, unloading, or otherwise interfering with the Mover's handling of the goods, where such actions contribute to the Loss or Damage.
  4. The warranty does not extend to any undamaged item(s) or component(s) forming part of a set, suite, pair, collection or group of items where loss or damage occurs to only one or more of those items. The warranty will only apply to the actual item(s) that have sustained loss or damage. No allowance or compensation will be made for any loss of value, depreciation, or inability to match, pair, or replace undamaged items to restore the original set, suite, pair or collection.

7. Customer's Role and Obligations

  1. Prior to the purchase of the Cover, the Customer agrees that:
    1. the Customer must disclose to Muval every matter that they know, or could reasonably be expected to know, that is relevant to Muval's decision in determining whether to provide the Cover on the relevant terms;
    2. Muval reserves the right to reduce their liability under the Cover, or, in certain circumstances, may cancel the Cover entirely, if the Customer fails to comply with their duty to disclose;
    3. the Customer will take all reasonable measures to avoid or minimise the extent of Loss or Damage to the goods or any further loss, damage, liability or expense;
    4. the Customer will note any relevant details regarding Loss or Damage on the consignment note, inventory or other document(s) used in respect of the Move and provide the same to Muval;
    5. the Customer will preserve any damaged goods which may be required as evidence for Muval's assessment;
    6. the Customer will not authorise the repair or replacement of the lost or damaged goods without Muval's express written consent;
  2. During the processing of a request for cover, the Customer agrees that they will provide reasonable assistance to Muval including, but not limited to:
    1. being truthful and frank at all times;
    2. providing all relevant information and documents that Muval reasonable asks for, including proof of purchase and repair quotes;
    3. responding to requests and communications from Muval promptly; and
    4. refrain from behaving in a way that is hostile or threatening towards Muval, Muval's representatives, repairers or third parties.
  3. In the case of Loss or Damage due to theft or a malicious act, the Customer agrees that they, have a duty to inform the police immediately and take all practicable steps to discover any guilty person and trace and recover the missing property.
  4. The Customer will not make any settlement, admission of liability, payment, or promise of payment to a third-party regarding Loss or Damage which is the subject of the Cover without the written consent of Muval.
  5. The Customer must not pack, load, unload, or otherwise interfere with the Mover's handling of the goods during the Move unless expressly agreed in writing with Muval and the Mover prior to the commencement. Any Loss or Damage arising wholly or partly from such actions will not be covered, as the Period of Cover applies only when the Mover handles the goods listed on the Declared Items Schedule under normal operating procedures without interference.
  6. Should the Customer fail to comply with any of their obligations under these Warranty Terms, Muval is entitled to delay or refuse to pay the Customer's request for cover.
  7. Muval may reduce the amount paid under the warranty by the amount equal to the prejudice caused to it as a result of the Customer's failure to comply with one or more of the Customer's obligations under these Warranty Terms.
  8. Once a request for cover has been initiated, the Customer must remain actively engaged in the request for cover process. If Muval does not receive a meaningful response or the required documentation from the Customer for a period of 30 consecutive calendar days, the request for cover may be considered inactive and subsequently closed. Customers will receive a written reminder before closure, and cover requests may be re-opened at Muval's discretion in cases which involve extenuating circumstances.

8. Processing of Request for Cover

  1. Only the Customer may make a request for cover under the Cover.
  2. Any request for cover by the Customer for a warranty in respect of damage to goods must be lodged in writing to Muval at [email protected] within 10 business days of the expiry of the Period of Cover.
  3. Any request for cover by the Customer for warranty with respect to the loss/non-delivery of goods must be notified in writing to Muval within 10 business days from the date the goods should have been delivered, or the Move should have been completed, whichever date occurs first.
  4. In respect of all warranty cover requests, the Customer, in addition to completing a request for cover form with particulars regarding the goods and circumstances of the Loss or Damage, must supply all relevant supporting documentation or other evidence and information as may be reasonably required by Muval to assess the cover request.
  5. A request for cover will not be accepted unless it is made in accordance with clauses 8(b), (c) and (d) above. This provision will not apply if the unfair terms provisions of the ACL applies.
  6. A request for cover may be voided if a signed Removals Completion Form is submitted. It is advised that you do not sign this form until you have verified that all goods have been received in good condition. Should you require additional time to inspect your goods, you may sign the delivery docket with the endorsement: “Subject to checking when unpacked.”
  7. The Customer acknowledges that goods may not be replaced until Muval has attempted to repair them. Requests to replace rather than repair goods may be disregarded by Muval.

9. Limitation of liability

To the fullest extent permitted by Law including the ACL:

  1. Muval's total liability under these Warranty Terms is limited to the amounts set out in clause 4;
  2. Muval is not liable for indirect or consequential losses, including loss of profits, loss of revenue, loss of opportunity or loss of the benefit of any contract or agreement; and
  3. Muval does not accept liability for the acts or omissions of any Customer or Mover.

10. Relationship

Muval is solely a facilitator who introduces Customers to Movers. Each Mover operates as an independent contractor and is responsible for their own services and compliance with the applicable Laws, and may have their own terms and conditions. The warranty offered by Muval does not create an employment, agency or partner relationship with any Customer.

11. Changes to these terms

Muval may amend these Warranty Terms from time to time. The version in effect at the date your Cover was issued will apply to your claim.

Last updated: 16 December 2025