Terms of service

Last updated: 25 September 2026

These Terms of Service (Terms) apply when you use the NEX Express website or request, book or receive services from NEX Express. Our services may include delivery, bulky-goods handling, warehousing, room-of-choice placement, installation support and coordinated end-to-end logistics.

These Terms are intended to be read with the applicable quote, booking confirmation, service scope and our Privacy Policy. Specific written terms agreed for a booking or business arrangement will also apply. If there is an inconsistency, the more specific written agreement will apply to the extent permitted by law.

1. Quotes and bookings

A quote is based on the information available when it is prepared, including the goods, quantities, dimensions, weight, locations, access conditions, requested timing and services. A quote is not a confirmed booking until NEX Express accepts the booking and confirms the agreed service scope.

If the information supplied changes or is incomplete, we may discuss a revised scope, timing or price before performing additional work. Any material variation should be communicated and agreed before it is carried out, except where immediate action is reasonably necessary to protect people or goods.

2. Customer-provided information

You must provide information that is accurate and complete to the best of your knowledge, including contact details, pickup and delivery addresses, access restrictions, item descriptions, quantities, dimensions, weight, fragility, handling needs and any installation requirements. Please promptly tell us if this information changes.

You must have authority to request the service and provide any instructions relating to the goods and premises. We may rely on the information and instructions supplied by you or an authorised contact when planning the service.

3. Access and site requirements

You are responsible for telling us about relevant access conditions before the service, including stairs, lifts, narrow passages, parking or loading restrictions, building rules, time limits and site hazards. You must take reasonable steps to provide safe and lawful access and ensure an authorised person is available where required.

If the agreed service cannot safely or reasonably proceed because access or site conditions are materially different from those disclosed, we may pause the service and discuss an alternative approach, rescheduling or a reasonable variation.

4. Scheduling and delays

Pickup, delivery and completion times are estimates unless expressly confirmed otherwise in writing. We will use reasonable care in planning and performing services and will communicate material changes when reasonably practicable.

Timing may be affected by traffic, weather, road closures, building access, customer or recipient availability, safety issues, carrier or supplier disruption and other circumstances outside reasonable control. Where a delay occurs, the parties should cooperate to arrange a practical next step. Nothing in this section limits any right or remedy that cannot lawfully be excluded.

5. Delivery and room-of-choice services

The recipient must be available where required and provide a reasonably safe route to the agreed delivery or placement location. Room-of-choice placement is limited to the agreed scope and remains subject to safe access, item dimensions, building conditions and any applicable site rules.

If delivery cannot be completed because the recipient is unavailable or the disclosed access requirements are not met, we may discuss redelivery or rescheduling. Any additional charge will only be applied where it was disclosed or agreed and is reasonable having regard to the additional work or cost.

6. Warehousing and storage

Warehousing services are provided according to the agreed scope, including receiving, storage, handling, inventory information and release instructions. You must provide clear identification and handling information for the goods and promptly give any required dispatch or collection instructions.

If goods remain after an agreed storage period, we will seek instructions and may charge agreed ongoing storage fees. We will not treat goods as abandoned or dispose of them except in accordance with applicable law and after reasonable efforts to contact the responsible party and provide any notice required by law.

7. Installation and on-site support

Installation or assembly support is limited to eligible items and the work described in the agreed service scope. You must disclose relevant product instructions, site conditions, service connections and any need for licensed or specialist work.

We may decline or stop work that would be unsafe, unlawful, outside the agreed scope or reasonably requires a licensed trade or specialist. We will use reasonable care and skill when carrying out agreed installation or on-site work. Please report any concern as soon as reasonably practicable so it can be assessed.

8. Goods we may not accept

You must not provide illegal goods or goods that are prohibited from transport or storage. Dangerous, hazardous, explosive, flammable, toxic, perishable, high-value or unusually fragile goods must be disclosed in advance and may only be accepted where NEX Express has expressly agreed and all legal, safety, packaging and documentation requirements are met.

We may refuse, isolate or stop handling goods where we reasonably consider that they create an undisclosed safety, legal or property risk. We will take reasonable steps to notify the responsible contact and follow applicable legal and safety requirements.

9. Packaging and preparation

Unless packing is expressly included in the agreed service, goods should be suitably prepared and packaged for their nature and the agreed transport, storage or handling. Please disclose any existing damage, unusual centre of gravity, lifting requirement or other condition that may affect safe handling.

10. Cancellations and rescheduling

Please give as much notice as reasonably possible if you need to cancel or reschedule. A cancellation or rescheduling charge may apply only where it was disclosed or agreed and is reasonable in light of work already performed, resources committed or costs reasonably incurred.

If NEX Express needs to cancel or reschedule, we will provide reasonable notice where practicable and work with you on an alternative. Any refund or other remedy will be provided where required by the applicable agreement or law.

11. Tracking information

Shipment tracking is provided to help customers understand available progress information. Tracking events may not appear immediately and may be corrected when updated operational information becomes available. Tracking information does not replace direct service communications or a confirmed delivery arrangement.

Do not attempt to access another person's shipment information without authority. Please contact NEX Express if a tracking result appears incomplete or inconsistent.

12. Loss, damage and insurance

We take reasonable care when providing agreed services. If you believe goods or property have been lost or damaged in connection with a service, please notify us as soon as reasonably practicable and provide available information so the circumstances can be assessed.

Any responsibility for loss or damage will be considered under the applicable law and the specific agreed service terms. These general website Terms do not state that NEX Express insures every customer's goods. Customers should consider whether their own insurance is appropriate for the nature and value of the goods and the services requested.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified.

13. Australian Consumer Law

Our services come with rights and guarantees that may apply under the Australian Consumer Law and other laws. Where those laws apply, services must be provided with due care and skill, be reasonably fit for any disclosed purpose where the law requires, and be supplied within a reasonable time where no time has been agreed.

Nothing in these Terms is intended to exclude, restrict or modify those rights or any other statutory right that cannot lawfully be excluded. If there is a conflict between these Terms and a mandatory legal right, the mandatory legal right prevails.

14. Website use

You may use this website for lawful purposes relating to NEX Express services. You must not misuse the website, attempt unauthorised access, interfere with its operation, introduce malicious code or use content in a misleading or unlawful way.

We take reasonable care with website content, but service descriptions and general information may change. A specific quote or booking confirmation is the authoritative source for an agreed service scope.

15. Privacy

Personal information is handled in accordance with our Privacy Policy. Only provide personal information that you are authorised to provide and that is reasonably needed for the enquiry, booking or service.

16. Changes to these Terms

We may update these Terms to reflect changes to our services, systems or legal obligations. Updated Terms will be published on this page with a revised date. Changes will not retrospectively alter a confirmed booking unless agreed or required by law.

17. Governing law

These Terms are governed by the laws applicable in Australia and, where relevant, the State or Territory connected with the service. Nothing in this section limits any right to bring a claim in a jurisdiction available under applicable law.

18. Contact

For questions about these Terms or a NEX Express service, contact:

Email: info@nexexpress.com.au
Phone: +61 450 052 076