Terms of Service

Section 01

Quotes and Estimates

Quotes are prepared based on the information provided by the customer, including inventory, addresses, access conditions, moving dates, photos, and service requirements.

A quote may change if:

• The inventory is larger or different from what was stated
• Access is more difficult than disclosed
• Stairs, lifts, long carries, parking restrictions, or shuttle vehicles are required
• Collection or delivery details change
• Additional packing, wrapping, storage, labour, or transport is required
• Waiting time, additional trips, or additional staff are required
• Cross-border, customs, permit, or regulatory requirements change
• Other relevant information was not disclosed when the quote was prepared

Where reasonably possible, Digs to Digs will notify the customer of additional costs before carrying out additional work.

If the customer does not accept a revised price, Digs to Digs may provide only the services included in the original quote or decline work that was not originally included.

A quote is prepared on the basis that the information supplied by the customer is complete and accurate. If information relevant to the move is withheld, understated, or incorrectly described, the original quote may no longer be valid, and Digs to Digs may treat it as void and issue a new quote reflecting the actual scope of work.

Digs to Digs may request further information from the customer, and may carry out a manual review of a quote request, before a quote is issued or confirmed. Submitting a quote request does not itself guarantee that a quote will follow within any particular timeframe.

Quotes remain subject to availability until the booking is confirmed.

Section 02

Bookings and Payment

A booking is only confirmed once Digs to Digs has accepted the booking and any required deposit or payment has been received.

A quote request, provisional date, or verbal discussion does not confirm a booking.

Payment terms, deposits, balances, and due dates will be stated in the accepted quote or invoice.

Unless otherwise agreed in writing:

• Payment must be made by the date shown on the quote or invoice
• Additional charges incurred during the service are payable when invoiced
• Digs to Digs may postpone or suspend a service where payment is overdue
• Goods held in storage may not be released until amounts due for storage, handling, or delivery have been paid

The customer must raise any disputed charge as soon as reasonably possible and must still pay any amount that is not disputed.

Section 03

Customer Responsibilities

The customer is responsible for:

• Providing accurate and complete information
• Providing a reasonably complete inventory
• Ensuring access at collection and delivery points
• Being available or appointing an authorised representative
• Disclosing fragile, valuable, hazardous, oversized, or unusual items
• Disclosing any item with existing damage or structural weakness
• Ensuring items are ready for collection unless packing services are booked
• Securing necessary permissions for access, estate entry, loading zones, lifts, parking, or building management
• Ensuring furniture and other goods will fit through entrances, passages, stairways, or lifts
• Ensuring no prohibited or unlawful goods are included
• Keeping important documents, medication, cash, jewellery, keys, and personal valuables separately

A person present at collection or delivery who appears reasonably authorised may give instructions and sign documents on the customer's behalf.

Section 04

Inventory, Packing, and Condition

The customer should check that the inventory provided for the quote is complete and accurate.

Digs to Digs may photograph or record the apparent condition of goods or premises at collection and delivery.

Where goods are packed by the customer, the customer is responsible for ensuring that boxes, containers, and internal packaging are reasonably suitable for ordinary handling and road transport.

Owner-packed boxes may be recorded by quantity only. Digs to Digs cannot verify their contents, internal condition, or packing quality unless they were opened and inspected or packed by our team.

Digs to Digs is not responsible to the extent that damage is caused by:

• Inadequate customer packing
• Overfilled, weak, or damaged boxes
• An inherent defect or structural weakness
• Existing damage or previous repairs
• Undisclosed fragility or special handling requirements
• Loose items or components not properly secured
• Ordinary movement inside sealed owner-packed boxes

This does not exclude responsibility for damage directly caused by a failure by Digs to Digs to exercise reasonable care.

Section 05

Goods in Transit Cover

Optional Goods in Transit cover can be arranged through a third-party provider on request. Digs to Digs is not itself the insurer. Any cover is subject to the provider's terms, conditions, exclusions and applicable limits, and only applies where confirmed in writing.

Cover applies only where:

• The customer has requested it
• It has been quoted or included in writing
• Any required value or inventory information has been supplied
• Any applicable charge has been paid
• Digs to Digs has confirmed the cover in writing

Unless specifically confirmed in writing, certain items may be excluded or limited, including:

• Cash
• Jewellery
• Important documents
• Plants
• Pets
• Perishable goods
• Fine art or collections
• Extremely fragile items
• Items with existing damage
• Items packed inadequately by the customer
• High-value items that were not separately declared

The insurance status of a vehicle or business does not mean that the customer's goods are automatically insured.

Any insurance claim remains subject to assessment and acceptance by the relevant insurer or cover provider.

Section 06

Prohibited and Restricted Goods

The customer may not include unlawful, dangerous, or hazardous goods without prior written agreement.

This includes:

• Explosives or fireworks
• Firearms or ammunition
• Fuel or flammable liquids
• Unsecured or leaking gas cylinders
• Illegal substances or stolen goods
• Corrosive, toxic, or hazardous chemicals
• Perishable food
• Live plants or animals unless specifically agreed
• Any item that cannot legally or safely be transported

Pet transport requested through our quote form is provided only by specific agreement. Any conditions — such as crate or kennel requirements and travel or vaccination documents — will be confirmed with the customer before booking. Goods in Transit cover does not apply to animals (see Section 05).

Where an undisclosed item creates a safety or legal risk, Digs to Digs may refuse to transport it or take reasonable action to protect people, property, and other goods.

The customer may be responsible for reasonable costs caused by the failure to disclose restricted or hazardous goods.

Section 07

Collection and Delivery

Digs to Digs will make reasonable efforts to meet agreed collection and delivery arrangements.

Unless specifically guaranteed in writing, collection and delivery times are estimates rather than exact appointments.

The customer must ensure that:

• Someone is available at collection and delivery
• Goods are ready at the agreed time
• Access and parking arrangements are in place
• Estate, security, lift, or loading permissions have been arranged
• Any balance due before delivery has been paid

Additional waiting, storage, handling, or return-trip charges may apply where:

• The customer or representative is unavailable
• Access is delayed or refused
• Goods are not ready
• Information supplied was inaccurate
• The delivery cannot reasonably be completed
• A further collection or delivery attempt is required

If nobody is available to receive the goods, Digs to Digs may wait for a reasonable period, return the goods to storage, or arrange another delivery.

Section 08

Damage, Loss, and Claims

Digs to Digs takes reasonable care when packing, handling, transporting, and storing goods.

Any loss or damage should be reported in writing as soon as reasonably possible after delivery.

Visible damage should, where possible:

• Be pointed out before the team leaves
• Be recorded on any delivery document
• Be photographed
• Be reported within 48 hours

Damage that was not immediately visible should be reported promptly after it is discovered.

A late report will not automatically invalidate a claim, but delay may make it more difficult to investigate how or when the damage occurred.

A claim should include reasonable supporting information, such as:

• A description of the item
• Photos of the damage
• Photos of the packaging where relevant
• The approximate age and condition of the item
• Repair estimates or replacement information where reasonably available

The affected item and packaging should be retained for a reasonable period so that it can be inspected before being repaired, discarded, or replaced.

Digs to Digs is not responsible to the extent that loss or damage was caused by:

• Pre-existing damage
• Ordinary wear and tear
• Poor structural condition
• Customer packing
• An inherent defect or weakness
• Rust, mould, pests, or gradual deterioration not caused by us
• Mechanical or electrical failure where there is no visible external handling damage
• Undisclosed value, fragility, or handling requirements
• Inaccurate information supplied by the customer
• The actions of customs, border authorities, or other third parties
• Circumstances outside our reasonable control

Where Digs to Digs is responsible for physical damage, a reasonable remedy may include repair, contribution toward repair, replacement with an item of similar age and condition, or payment of the item's reasonable current value.

A used item will not automatically be replaced with a brand-new item.

Claims covered by optional Goods in Transit cover will be handled according to the applicable policy.

Section 09

Delays

Digs to Digs will make reasonable efforts to meet agreed collection and delivery times and will communicate significant delays where reasonably possible.

Delays may occur due to:

• Traffic
• Weather
• Mechanical problems despite reasonable maintenance
• Road closures
• Accidents
• Border or customs delays
• Access problems
• Strikes or public disruption
• Safety concerns
• Permit or regulatory delays
• Circumstances beyond our reasonable control

Where reasonably possible, Digs to Digs may use another suitable vehicle, route, driver, subcontractor, or delivery date.

To the extent permitted by law, Digs to Digs is not responsible for indirect costs caused by delays, including missed appointments, missed flights, accommodation costs, loss of income, or inconvenience.

Customers should avoid making critical travel or property arrangements that depend entirely on an estimated delivery time.

Section 10

Cancellations and Changes

Cancellations, postponements, or major changes must be communicated in writing as early as possible.

A reasonable cancellation or rescheduling fee may apply where vehicles, staff, routes, storage, accommodation, permits, or cross-border arrangements have already been allocated.

Any fee will be based on factors such as:

• The amount of notice given
• Work already completed
• Costs already incurred
• Staff or vehicles reserved
• Whether the booking can reasonably be replaced
• Any third-party costs that cannot be recovered

Cancellation fees will not automatically be charged at the maximum possible amount and will be determined reasonably in the circumstances. Where a cancellation results from the death, serious illness, or hospitalisation of the customer or a person for whom the move was booked, this will be taken into account and any fee reduced or waived accordingly.

Where Digs to Digs is unable to fulfil a confirmed booking and cannot provide a reasonable alternative, we will notify the customer as soon as possible and refund amounts paid for the part of the service that will not be provided.

Where a date or route changes, availability and pricing may also change.

Section 11

Shared Load Services

Shared-load services involve goods belonging to more than one customer being transported on the same route.

Because routes are coordinated between multiple customers:

• Collection and delivery windows may be flexible
• Dates and times may be estimates
• Routes may change
• Goods may be transferred between suitable vehicles or storage facilities
• Reasonable delays may occur while the route is coordinated

Digs to Digs will communicate timing as clearly as reasonably possible.

Shared-load services do not operate on exact dedicated-move timelines unless specifically agreed in writing.

Customers requiring exclusive use of a vehicle or an exact collection or delivery time should request a dedicated-move quote.

Section 12

Storage

Where storage is provided, storage fees, access arrangements, payment dates, and any additional conditions will be confirmed separately or in the accepted quote.

Unless otherwise agreed:

• Storage charges are payable according to the agreed billing cycle
• Access must be arranged in advance
• Handling or delivery charges may apply when goods are retrieved
• Goods in Transit cover does not automatically include storage cover
• Prohibited, hazardous, leaking, perishable, or unlawful goods may not be stored

Digs to Digs takes reasonable steps to keep storage facilities secure.

However, storage cannot completely prevent ordinary risks associated with humidity, temperature changes, dust, rust, insects, battery leakage, or gradual deterioration.

Where storage charges remain unpaid, Digs to Digs may suspend access or delivery and take reasonable lawful steps to recover amounts due.

Goods will not be sold or disposed of without reasonable notice and compliance with applicable law.

Section 13

Cross-Border Moves

For cross-border moves, the customer is responsible for:

• Providing complete and accurate documents
• Complying with customs, border, import, export, and regulatory requirements
• Declaring goods accurately
• Ensuring that goods are permitted in the destination country
• Paying customs charges, duties, taxes, inspections, or government fees unless otherwise agreed
• Attending border or customs procedures where required

Digs to Digs may provide general guidance, but final responsibility for required documents and the lawful movement of goods remains with the customer unless otherwise agreed in writing.

Customs or border authorities may inspect, open, delay, detain, or refuse goods.

Digs to Digs is not responsible for decisions made by border, customs, police, or regulatory authorities.

Additional waiting, storage, return-transport, or administration costs caused by incomplete or inaccurate documentation may be charged to the customer.

Section 14

Subcontractors

Digs to Digs may use carefully selected drivers, movers, subcontractors, storage providers, or logistics partners where reasonably necessary to perform a service.

Digs to Digs remains responsible for its obligations to the extent required by law.

Section 15

Website Use

The content on this website is for general information, service descriptions, and enquiry purposes.

Submitting the website quote form does not guarantee availability, confirm a price, or create a booking.

Digs to Digs may update website content, service descriptions, availability, or general pricing information at any time.

Changes to these Terms will not retrospectively change an existing confirmed booking unless required by law or agreed with the customer.

Personal information submitted through the website is handled in accordance with the Digs to Digs Privacy Policy.

Section 16

Limitation of Liability

Nothing in these Terms excludes liability that cannot legally be excluded, including liability arising from gross negligence, intentional misconduct, or a breach of a non-excludable statutory right.

To the extent permitted by law, Digs to Digs is responsible only for direct physical loss or damage shown to have been caused by our failure to exercise reasonable care.

Digs to Digs is not liable for indirect, special, consequential, or economic losses, including:

• Loss of income
• Loss of business or profit
• Missed deadlines
• Penalties under another agreement
• Accommodation or travel costs
• Missed flights or appointments
• Inconvenience

Any remedy for damaged goods may take account of:

• The age of the item
• Its condition before the move
• Existing damage
• Ordinary depreciation
• Repairability
• Its reasonable current value
• Any applicable insurance limit or excess

Nothing in this Section prevents a customer from exercising rights available under the Consumer Protection Act or other applicable law.

Section 17

Complaints

Questions, complaints, or claims should be sent to:

• Email: info@digstodigs.co.za
• Phone: 081 436 9750

Please include the customer's name, quote or invoice details, a description of the issue, and any relevant photos or documents.

Digs to Digs must be given a reasonable opportunity to investigate and respond.

Nothing in these Terms prevents either party from approaching an appropriate consumer body, regulator, tribunal, or South African court.

Section 18

Governing Law

These Terms are governed by the laws of the Republic of South Africa.

If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.