For private, office and casual moves where price estimates are provided based on information provided by the customer, Smart Express reserves the right to alter prices as a result of Dimensions, weight or access conditions varying or not accurately declared at the time of quoting.

Additional charges may also be incurred for redirection, additional labour not requested, storage, waiting time and services not requested including consumables.

If Smart Express ascertain that goods are not safe to transport or insufficiently packaged and may cause potential damage to either the item being moved or other items including the vehicle, then we have the right to reject acceptance of the item/s.


All prices and transactions are in New Zealand Dollars (NZD).


Smart Express websites do not store credit card details, and all payments are handled by a secure, PCI compliant, third party.

When paying by credit card your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption and is the industry standard. If you have any questions regarding our security policy, please contact our customer support centre.


Smart Express reserves the right to pay refunds. Please contact our Debtor Administration team at [email protected] if you feel you require a refund. All refunds will be assessed on a case by case basis and will only be refunded to the original card holder.

Terms and Conditions Excluded Items

To protect the safety of your move and any potential risks, certain items are NOT accepted for transport by Smart Express.

1) No Pets and live animals
2) No Flammable substances such as petrol/full LPG cylinders
3) No Dangerous or Hazardous Goods including paint and automotive batteries
4) No engines or unpackaged car parts
5) No perishable or frozen food items
6) No items that cannot be safely lifted/carried by two people

If you are in doubt, please call us to discuss what alternative options maybe available before your move, we are happy to discuss.

1.0 Carrier’s Liability

Items carried by Smart Express is protected by Carriers Liability Insurance pursuant to the carriage of Goods Act 1979. This cover is free to our clients but has the following limitations and exclusions:

a)    Items not covered by insurance:

  • Electrical appliances and electronics if they fail to operate at new address.
  • Cracked or damage items, torn, scratched or dented items.
  • pot plants.
  • Items packed by clients.
  • Glass

b) Household and Office moves are not covered and are provided at Owners Risk. Customers have the option to obtain Transit cover with their existing Insurance providers. Smart Express can also arrange Transit Insurance through our own insurers upon request.

c) $1,500 including GST per item.

d) $100,000 including GST maximum per load.

e) $400.00 including GST excess per claim.

f) If damage or loss does occur, our insurer will manage claims accordingly. All claims will be forwarded onto our insurer’s office with applicable supporting documentation.

g) Any claim must strictly be lodged in writing within 24 hours of the occurrence of damage or loss. Claims submitted outside this time will not be accepted.

h) There is no liability for damage if the goods have pre-existing damage, inherent damage/vice or where the damage has resulted from insufficient packaging.

i) There will be no liability for damage to owner packed goods.

j) There will be no liability for third party damage – ie; in the event of an accident where the other party is found at fault, the carrier will not be liable for goods damage in transit. In this case the customer must claim directly off the insurance company of the other party.

k) In accordance with the Carriage of Goods Act, your claim will only be processed once complete payment of the move as been received and acknowledged.

2.0 Other Liabilities & Limitations

a) Whilst our team of movers provide utmost care and attention to your house, office and property whilst carrying out your move there remains a risk of marking/ scuffs to door frames, internal walls and stairwells especially when handling larger furniture and white ware items. Whilst the risk is low, all work carried at either loading or unloading site will be carried out at “Owners Risk” as defined in the Carriage of Goods Act 1979 Section 8, subsection 1(a).

b) Particularly note that damage caused by vehicles to lawns, driveways, footpaths, underground pipes, cables, sewerage and other underground installations is not covered. Should our staff be instructed by the property occupier, move initiator, consignor, consignee or Shipper, or any person acting on their behalf to drive, park or manoeuvre vehicles in or near an area where such damage is likely to occur, compliance with such instructions will not in any way involve the Company or its Insurers in responsibility for any subsequent damage which may be sustained. Such responsibility will rest solely in the hands of the Owner, Consignor, Consignee, Shipper or initiator.

c) All work is carried out on a “best – effort” basis. Whilst we try our best to make it on time for every booking and delivery, we sometimes do inevitably incur delays outside our control. Smart Express is not liable for personal or business losses arising from such delays either directly or indirectly.

3.0 Payment

a) All residential and non-credit account moves are strictly cash or cheque upon completion unless pre-arranged with management. With commercial office moves, we allow a maximum 3 business day account.

b) All Credit Card payments (Visa and MasterCard) will be charged a 3% fee to cover Mobile EFTPOS terminal fees and transaction fees.

In the rare and unlikely event of where a claim is required by the client, you can be assured that Smart Express Ltd is fully covered with Carriers Liability Insurance pursuant to the carriage of Goods Act 1979.

We are covered by a major insurer in New Zealand specialising in insurance of the transportation of goods. This cover is free to our clients and the comprehensive policy has a $100,000 insurance cover for your move.

4.0 Carriage of Goods Insurance

Carriage of Goods Insurance is for Transport Providers to provide customers a comprehensive “peace of mind” insurance cover. Please contact the Sales Team on 09 527 8132 for further information.

5.0 Household Removals

All Household and Office Removal shifts and movements, undertaken by Smart Express Limited, are carried out at Owners Risk due to the numerous exclusions under “Limited Carriers Risk” which all carriers and movers need to insure by. This means that Smart Express Limited will not pay compensation if the goods are lost or damaged, unless we intentionally lose or damage them. Customers have the option to obtain Transit cover with their existing Insurance providers. Smart Express can also arrange Transit Insurance through our own insurers upon request to ensure all household items are adequately insured in transit. Please contact us to discuss options available.