25 Questions to Ask Your Removalist Before Booking (And Why the Answers Matter)

Most people spend more time researching a restaurant than they do vetting a removalist.

Then moving day arrives and the surprises start. The quote changes. The truck is smaller than expected. There is an extra charge for stairs nobody mentioned. The team shows up without proper equipment.

The good news is that most of these problems are completely avoidable. The right questions, asked before you book, reveal everything you need to know about whether a removalist is worth trusting with your home.

Here are 25 questions every Perth customer should ask before signing anything.

Pricing and Billing

1. How do you charge? Is it depot to depot, or door to door?

This is one of the most important questions and one of the most commonly skipped. Some removalists charge from the moment the truck leaves their depot, meaning you could be paying for 30 to 45 minutes of travel before the team even arrives at your home. Others charge only from arrival to completion. Always confirm exactly when the clock starts and stops.

2. Is there a call-out fee?

Some companies charge a flat arrival fee on top of their hourly rate, even for small jobs. Ask upfront whether this applies and how much it is so it does not appear as a surprise on your final invoice.

3. Is GST included in the quoted price, or added on top?

A quote of $400 that excludes GST is actually $440. Always confirm whether the price you are given is GST-inclusive. In Australia, any legitimate business charging more than $75,000 per year must be registered for GST, so this question also tells you something about how transparent the company operates.

4. How do you handle partial hours?

If your move takes 3 hours and 15 minutes, do you pay for 3.25 hours or get rounded up to 4? Some companies round to the nearest 30 minutes, others to the full hour. For a move that runs slightly over, this difference can mean $60 to $100 extra. Ask for the policy in writing.

5. Are there any special discounts or ongoing offers?

Many removalists offer discounts for mid-week bookings, off-peak periods, or repeat customers. It never hurts to ask. The worst answer is no.

Additional Charges to Clarify

6. Do you charge extra for dismantling and assembling furniture?

Beds, wardrobes, dining tables, and flat-pack furniture often need to be broken down before moving and reassembled at the destination. Some removalists include this in their hourly rate. Others charge separately. If you have multiple items that need dismantling, this can add meaningful cost. Confirm before booking.

7. Is there a charge for wrapping items, like a television?

If you do not have original packaging for your TV or mirrors, professional movers should wrap them before transport. Ask whether protective wrapping materials are provided as part of the service or charged as an additional line item. The last thing you want is a cracked screen and a bill for the wrap that was supposed to protect it.

8. Are there extra charges for stairs?

Stair charges are one of the most frequently overlooked fees in removalist quotes. If your home has multiple levels, a staircase at the entrance, or an apartment without lift access, many companies apply a stair surcharge. Ask whether it is a flat one-time fee per staircase or applied per item carried up or down.

9. Is there a fee for heavy or specialised items?

Marble tables, pianos, pool tables, safes, and jacuzzis require specialist equipment and additional crew time. Not every removalist has the experience or gear to handle these items safely. At NP Movers, we handle specialist items as part of a planned approach. Always confirm capability and cost before assuming standard pricing applies.

Truck and Equipment

10. What size truck will you send, and how many team members?

The truck size directly affects whether your move is completed in one trip or two. A team of two moving a three-bedroom house requires a different vehicle than a studio apartment. Ask what truck is included in the quote, what its cubic metre capacity is, and how many movers will be on the job.

11. What is the weight capacity of the truck?

Volume and weight are two different things. A truck might have enough space for all your furniture but still exceed its safe weight limit if you have multiple heavy pieces. If your move includes stone furniture, large appliances, or gym equipment, confirm the truck can handle the combined load.

12. Does the truck fit in a narrow driveway or tight street?

Perth homes vary significantly in access. If your driveway is narrow, your street has parking restrictions, or your building has access limitations, the team needs to know before arriving. A larger truck that cannot get close to the entrance means heavier carrying distances and more time on the clock.

13. What is the height of the truck?

Relevant for any move involving an underground car park, covered loading zone, or low-clearance area. A truck that cannot enter your building's car park becomes a problem quickly, and one that could have been avoided with a simple question before booking day.

14. What equipment does the team bring?

Professional removalists should arrive with trolleys, furniture straps, moving blankets, floor protection, and basic tools for dismantling. If a company arrives without trolleys or blankets, that is a warning sign. At NP Movers, all jobs include protective gear as standard. Ask for a rundown of what is included so you know what to expect.

Protection and Insurance

15. Do you have insurance, and what exactly does it cover?

This is non-negotiable. Transit insurance protects your belongings if something is damaged during the move. But coverage varies significantly between companies. Some offer only limited liability. Others provide full replacement value coverage. Ask what the policy covers, what is excluded, and how to make a claim if needed.

16. Can you protect my floors during the move?

New floorboards, polished timber, and tiles scratch easily under heavy furniture and repeated foot traffic. A professional team should use floor runners or protective coverings when carrying items through the home. Ask whether floor protection is included, particularly if you have recently renovated or have high-value flooring.

Logistics and Planning

17. How long do you estimate the move will take?

An experienced removalist can give a reasonable time estimate based on the number of rooms, access conditions, and distance. This estimate helps you plan your day, confirm access windows with your landlord or property manager, and understand what you are likely to pay on a time-based rate.

18. If everything does not fit in one trip, do you come back?

Most professional companies will return to complete the job rather than leave items behind. But confirm this upfront, particularly if you are on a tight schedule or paying an hourly rate. Knowing the policy avoids confusion on moving day.

19. What is your cancellation policy?

Life changes. Settlement dates shift. Circumstances move faster than plans. Ask what happens if you need to cancel or reschedule, how much notice is required to avoid a fee, and what the fee structure looks like if you cancel within a short window. This protects you if something unexpected happens before moving day.

Specialist Situations

20. Do you handle plants when moving interstate?

Australia has strict biosecurity rules around transporting plants across state borders. Not every removalist has the knowledge or clearance processes to handle this legally. If you are moving interstate from or to Perth and have plants, ask specifically whether the company can manage this and what documentation may be required.

21. Do you have any issues with pets being at home during the move?

Most professional removalists have no issue with pets, but it is worth asking. Cats and dogs can become anxious or unpredictable during moves, and it is safer to arrange a plan for them on moving day regardless. Knowing the team is comfortable with animals present means one less thing to manage.

22. Are you comfortable with specialist or unusual furniture?

Beyond the obvious large items, some furniture has unique assembly requirements, delicate finishes, or structural quirks that require extra care. If you have a custom bookshelf, an antique dresser, or furniture with glass inserts, tell the company about it before booking and confirm they are comfortable handling it correctly.

Team Experience and Professionalism

23. How long has your team been doing this?

Experience matters in removals. An established team has encountered most moving scenarios, from awkward stairwells to narrow doorways to long-distance logistics. A newer or less experienced team may be cheaper but creates more risk. Ask about the team's background and how long the company has been operating.

24. How many movers will be on the job?

The number of people directly affects speed, safety, and the risk of injury to your furniture. One person and a truck can move a small studio, but a three-bedroom family home with heavy furniture needs at minimum two experienced movers, often three. Confirm the crew size matches the job before it starts.

25. What payment methods do you accept?

Card, bank transfer, cash, or invoice? Knowing this before moving day avoids last-minute scrambling. Some companies require a deposit at booking. Others invoice after the job is complete. A company that insists on cash only with no receipt is a red flag worth noting.

Why These Questions Protect You

The difference between a smooth move and a stressful one often comes down to what was discussed before moving day.

Hidden charges, underequipped teams, trucks that are too small, and damaged items are all common complaints in the Australian removals industry. Almost all of them can be avoided by asking the right questions and getting clear answers before you commit to a booking.

A professional removalist will answer every one of these questions directly and without hesitation. If a company deflects, rushes you toward a deposit, or cannot give clear answers on insurance and charges, that tells you what you need to know.

At NP Movers, we believe customers should feel confident and informed before, during, and after their move. We are happy to walk through any of these questions with you before you book.

Frequently Asked Questions

Do Perth removalists charge from the depot?

Some do, some do not. Always ask whether billing starts from depot departure or from arrival at your property. This single detail can add $40 to $80 to your bill depending on location.

Are stairs charged as a flat fee or per item?

It varies by company. Most apply either a flat stair surcharge or a per-flight fee. Ask for the specific policy before confirming your booking.

Is wrapping included with most Perth removalists?

Basic blanket protection is typically included, but specialist wrapping for televisions, mirrors, and fragile items may be charged separately. Always confirm.

What insurance should a Perth removalist have?

At minimum, public liability insurance. Transit insurance covering your goods in transit is also important. Ask to see documentation if you have high-value items.

How early should I book a removalist in Perth?

Two to four weeks for standard local moves. Six to eight weeks for interstate or peak period moves. December, end of month dates, and school holidays book out quickly.