Terms & Conditions – Clifton Lio / ATS Piano Removals

Risk & Liability Notice

Although every precaution is taken to move your piano safely, customers should recognise that transporting heavy and delicate instruments involves inherent risks. Some types of damage—such as minor scratches, scuffs, or wear to floors, stairs, or the instrument—are considered unavoidable aspects of the process.

By proceeding with our service, the customer acknowledges and agrees to the following:

  • Work is carried out at the owner’s risk.
  • Our movers will take all reasonable care but cannot accept liability for damage that is an inherent risk of moving pianos.
  • Challenges with access (e.g., narrow stairways, steep angles, uneven ground) may increase the likelihood of damage, for which the customer is responsible.
  • We do not cover damage caused by unforeseen or uncontrollable events under our insurance.
  • ATS Piano Removals is not liable for any damage or loss resulting from normal wear and tear, scratches, or scuffs during moving operations.
  • By hiring ATS Piano Removals, customers agree to hold the company harmless and indemnify it against claims for such risks.

Bookings & Cancellations

Bookings

  • A booking is confirmed only once the date and time are agreed upon and recorded by our office.
  • We may request a deposit or pre-payment to secure your appointment.
  • The customer must provide accurate information regarding access, location, piano type and condition, all stairs and obstructions, special requirements, and any potential hazards.

Cancellations

  • Cancellations within 24 hours of the scheduled move will not receive a deposit refund, as this time is reserved exclusively for your job.
  • If our team arrives and the move cannot proceed due to inaccurate information, unsafe conditions, unsatisfactory piano condition, or absence of the customer, this will be considered a same-day cancellation, and the full service fee may be charged. Any prior deposit will not be refunded.

Rescheduling

  • Customers may reschedule up to 24 hours before the scheduled day.
  • Rescheduling within 48 hours may incur a 50% fee to cover associated costs. Alternate dates are subject to availability.

Company Delays & Unforeseen Circumstances

While we strive to be punctual, factors such as traffic, weather, or previous jobs may cause delays. Customers will be kept informed.

Company Right to Cancel or Reschedule

ATS Piano Removals reserves the right to cancel or reschedule a job at any time due to:

  • Vehicle breakdowns or urgent maintenance
  • Staff health
  • Health and safety concerns
  • Adverse weather or road closures
  • Other unforeseen circumstances beyond our control

Notice of Cancellation

We will notify customers as soon as possible by phone, text, or email if a booking must be cancelled or rescheduled. Where possible, we will offer alternative dates and times.

Liability for Cancellations

ATS Piano Removals is not liable for any direct or indirect losses arising from cancellations or delays, including lost income or inconvenience. Deposits or prepayments will either be applied to the rescheduled booking or refunded in full if the customer does not wish to rebook.

Customer Understanding

By booking with ATS Piano Removals, customers acknowledge that unforeseen cancellations are occasionally unavoidable in the transport industry. Our priority remains the safe removal and delivery of your piano and the wellbeing of our staff, vehicles, and equipment.

Piano Condition – Pre-Existing Issues

  • ATS Piano Removals is not responsible for any pre-existing damage, defects, or wear and tear to the piano before removal.
  • Customers acknowledge that especially older pianos may have issues such as scratches, loose fittings, cracks, tuning instability, or weakened components which may worsen during handling or transport.

Inspection Before Removal

Our team will visually inspect the piano before removal and may note visible concerns. Inspections are performed to the best of our ability under indoor lighting; some damage may only become apparent in natural light. Customers are encouraged to inspect the piano and acknowledge its documented condition.

Liability During Transport

While we handle all pianos with care in our specially fitted truck, ATS Piano Removals accepts no liability for:

  • Tuning issues as a natural consequence of moving.
  • Further deterioration of existing cracks, chips, or loose parts
  • Cosmetic marks to already damaged or worn areas.
  • Internal faults that are pre-existing or not disclosed during quoting.

Customer Responsibilities

Disclosure & Preparation

  • The customer must inform us of any known weaknesses, loose parts, or special handling requirements before removal.
  • Failure to disclose may limit or void any liability claim for damage sustained during removal or transport.

Photos of Piano & Removal

  • We may take dated photos of the piano before removal as a record of its condition and for reference in the event of a damage claim.
  • Photos and videos may be taken during removal or delivery for promotional purposes. We will not film customer faces without consent.

Accurate Information

  • Customers must provide full details about the piano—type, size, condition, and access at both locations (stairs, tight hallways, uneven ground, restrictions).

Clear Access

  • Customers must ensure safe, clear access at both addresses, including removing obstacles, securing pets, and ensuring hazard-free pathways.

Parking and Permits

  • Customers are responsible for arranging parking and securing any required permits for loading/unloading and loading dock access at the scheduled time.

Piano Preparation

  • The piano should be ready for removal—remove loose items, music sheets, and personal effects.

Disclosure of Property Risks

  • Any known risks or fragile areas in the property that could be affected by the move must be disclosed before removal.
  • Structural damage (e.g., broken stair treads, tile cracks, floorboard damage) from the weight of the piano and movers is an inherent risk of piano removal.

Liability for Staff Injuries

  • Customers must provide safe access to minimise risk of staff injury—clear pathways, safe steps, adequate lighting.
  • If staff are injured due to customer negligence or wilful misconduct (e.g., undisclosed hazards), the customer may be held liable for related expenses.

Duty to Disclose Hazards

  • Customers must inform the team of any known hazards (loose steps, structural weaknesses, uneven flooring, dangerous animals). Failure to disclose may result in customer responsibility for related injuries.

Workers Compensation

  • All staff are covered by the company’s workers’ compensation insurance, in accordance with Australian law. Injuries will be managed through this scheme unless caused by customer negligence or intentional actions.

Right to Refuse Service

  • Staff may refuse or stop a removal if working conditions are unsafe or hazardous.
  • The company enforces a zero-tolerance policy for abuse, aggression, or harassment toward staff, including:
  • Verbal abuse (insults, threats, offensive language)
  • Physical intimidation or assault
  • Discriminatory or sexual remarks or behaviour

If service is refused due to abusive behaviour, any deposit will be forfeited, and customers may be charged for costs incurred up to that point.
We reserve the right to report abuse to relevant authorities for staff safety.

Indemnity

Customers agree to indemnify and hold the company harmless for any claims, costs, or damages from staff injuries due to undisclosed or unaddressed hazards at the property.

Supervision During the Move

A responsible adult must be present at both collection and delivery points to confirm details, provide access, and sign any required documents.

Payment Obligations

  • Payment must be made in accordance with agreed terms—usually in full on the day of removal unless otherwise arranged in writing.

Delays Caused by the Customer

  • Customers are responsible for any additional costs arising from delays due to access issues, incorrect information, or failure to meet scheduled times.