PicUp Insurance Policy

Last Updated: 17.12.2024

At PicUp, we recognise that entrusting us and our network of independent haulers with your items is a significant responsibility. We are committed to taking all reasonable precautions to ensure that your belongings arrive safely and in good condition. This Insurance Policy explains the scope of protection available for items transported via our platform, as well as the limitations and exclusions that apply.

1. Coverage Overview

PicUp provides limited insurance coverage at no additional cost for damage or loss of your items directly caused by the transportation process. This coverage is designed to offer you peace of mind in the event that your items are damaged or lost whilst in the care of an authorised PicUp hauler.

2. Eligibility for Coverage

  • Covered Items: The Insurance Policy applies to items that have been properly described, prepared, and documented at the time of booking, in accordance with our Terms & Conditions and guidelines.
  • Proper Documentation: To be eligible for coverage, customers must provide accurate and complete details about their items, including but not limited to item descriptions, estimated value (if item or items above $5,000 AUD), and any pre-existing damage, prior to pick-up.
  • Authorised Transporters Only: Insurance coverage is only valid when items are handled exclusively by a PicUp-authorised haulier performing services arranged through the official PicUp platform. If you or any person representing you, as the customer, choose to assist with loading or unloading, this will void the insurance coverage, and no claims may be made under this policy.

3. Coverage Limits & Valuation

  • Maximum Coverage: Unless otherwise stated in your booking confirmation, coverage is limited to the lesser of the item’s documented value or AUD $10,000 per booking.
  • Depreciation & Proof of Value: In assessing any claim, PicUp may consider the age, condition, and fair market value of the damaged or lost item. Proof of purchase and/or third-party valuation may be required.
  • No Coverage for Consequential Losses: This Insurance Policy does not cover indirect, incidental, or consequential losses arising from damage or delays, such as lost business opportunities, emotional distress, or missed deadlines.

4. Exclusions

This Insurance Policy does not cover:

  • Pre-Existing Damage: Any damage existing before collection or not clearly documented prior to transportation.
  • Improper Packaging or Preparation: Damage resulting from inadequate packaging, improper handling by the customer prior to handover, or failure to follow PicUp’s preparation guidelines.
  • Prohibited or Restricted Items: Items that violate our Terms & Conditions, such as illegal goods, hazardous materials, items not permitted by law or excluded items such as overweight items of 150kg+, unboxed televisions, marble or granite, glass cabinetry, fish tanks, pianos, pool tables.
  • Wear & Tear: Normal wear and tear, minor cosmetic damage (e.g., light scratches, scuffs), or deterioration due to age or environmental factors.
  • Unauthorised Services: Items handled outside of the PicUp platform’s booking and logistics process.
  • High-Value or Collectable Items: Unless explicitly stated otherwise, antiques, artwork, jewellery, collectables, musical instruments, high-value electronics, or any item exceeding the maximum coverage limit will not be covered unless prior written agreement is obtained.

5. Claims Process

  • Notification: To file a claim, contact PicUp Customer Support at support@picup.com.au within 3 business days of your completed booking.
  • Supporting Documentation: Claims must be supported by documentation, including photographs of damage, evidence of value (invoices, receipts), and any other information requested by PicUp.
  • Assessment & Determination: PicUp will review the claim, request additional details if needed, and determine whether the claim falls within the coverage parameters.
  • Resolution: If approved, PicUp may offer a reimbursement for repair costs, replacement value (up to the coverage limit), or a mutually agreed settlement amount. Typically replacement will only be warranted if the structural integrity of the item is compromised. Scuffs, scratches or any other damage will only warrant a repair or financial reimbursement.

6. Refunds & Cancellations

This Insurance Policy is designed to work in conjunction with our established Refunds & Cancellations Policy. In cases where a delivery is cancelled, our refunds and cancellation terms apply. The Insurance Policy is relevant only to items in transit and does not provide coverage for services not rendered or cancellations initiated prior to the commencement of the booking.

7. Amendment & Termination

PicUp reserves the right to modify, suspend, or terminate this Insurance Policy at any time, with or without notice, in accordance with our Terms & Conditions. Changes will be effective upon posting to our website. Continued use of our services after changes are posted constitutes acceptance of the revised Insurance Policy.

8. Governing Law & Dispute Resolution

This Insurance Policy is governed by and construed in accordance with the laws applicable in Australia. Any disputes arising from or relating to this policy will be subject to the exclusive jurisdiction of the courts operating in that region, as set out in the applicable Terms & Conditions.

9. Contact Information

For enquiries about this Insurance Policy, please contact PicUp Customer Support:

This Insurance Policy is intended as a guide and summary of coverage, not a stand-alone contract. For further details, please refer to our Terms & Conditions and Refunds & Cancellations Policy. If any inconsistency arises between this Insurance Policy and our Terms & Conditions, the Terms & Conditions shall prevail.