Terms and Conditions

1. Applicable scope and service confirmation

These terms apply to moving and related support services enquired about and booked with One Plus One Moving Expert (hereinafter referred to as "the Company"). Please read these terms before confirming the quotation and making payment, and ask the Company about anything unclear.

The website content, item subtotal and WhatsApp enquiries do not constitute a confirmed booking. The actual scope of service, date, fees, payment deadline and special arrangements are subject to the written quotation and service documents confirmed by both parties. Any separately agreed terms should be set out in writing.

2. Minimum charge and item subtotal

• Minimum charge from Monday to Friday: HK$1,000.
• Minimum charge on Saturday: HK$1,500.
• Minimum charge on Sunday and public holidays: HK$1,500.
• The website calculator only adds up the list prices of the selected items and does not automatically include minimum charges, surcharges or individually quoted items. It cannot be treated as the final service fee.

3. Deposit and payment

The customer must pay a deposit or the full amount within the period specified by our company before the service can be reserved according to the confirmed arrangements. The amount, payment methods and balance deadline are set out in the written quote.

Under the original site terms, fees that have been confirmed and paid are, in principle, non-refundable; any refund, rescheduling or cancellation arrangement should be understood together with the terms below and applicable law, and shall be subject to written confirmation by both parties. These terms do not restrict any refund or other rights that cannot be excluded under law.

4. Item list and quotation changes

The quotation is based on the items, quantities, dimensions, addresses, floor levels, lift access and moving requirements provided by the customer. Please provide complete and accurate information, and notify us of any changes before the service.

If, on the service day, the items, route, environment or requirements differ from the original information, the Company will assess any additional work and charges based on actual need, and proceed only after confirming with the customer. If there are fewer items than on the confirmed list, the original service fee will not be automatically reduced.

5. Miscellaneous and additional charges

Unless stated in the written quotation, the fee does not include tunnel tolls, bridge tolls, parking fees, push-cart charges, platform-to-lift fees or stair charges. Related costs should be listed in advance or confirmed with the customer according to actual on-site needs; as per the original arrangement, miscellaneous charges on the service day are payable in cash to the transport team.

The surcharge information shown on the website is for budget estimation only and does not mean it applies to all buildings, routes or items. The final applicable items and amounts are subject to written confirmation.

6. Vehicles, parking and access

Our original website stated the use of 5.5-tonne and 9-tonne lorries. Before confirmation, customers must inform us of parking space, height and weight limits, restricted zones, vehicle access and building management arrangements, and coordinate any required moving or lift-use permits.

If there is no car park at the location, or loading and unloading can only be done at the roadside, please discuss lawful and practicable arrangements with our company in advance. Any extra parking costs or liabilities must be confirmed in writing beforehand within the limits allowed by law; no arrangement requires the driver to park illegally or waives any statutory duty.

7. Pre-service contact and punctual attendance

The Company will contact the customer by 3:00 pm two working days before the service to verify the details. Please keep your contact details valid; if we cannot reach you successfully, the service may need to be postponed and rearranged.

The customer or an authorised representative must be present at the scheduled time. Under the original site terms, the transport team will wait for up to 30 minutes; if you are still not there after that, a new booking must be made and 50% of the fee will be charged according to the quotation. Please confirm in advance the waiting time, rearrangement and related charges.

8. Change and cancellation of service

If you need to change or cancel a confirmed service for personal reasons, please contact our company no later than 3:00 pm on the second working day before the service to discuss it; submitting a request does not mean the rescheduling has been confirmed.

Under the original site terms, if the service is cancelled or changed on the day of service, the Company may forfeit the deposit and charge an administrative fee of 50% of the quotation amount. Actual handling must be carried out in accordance with the confirmed documents and applicable law; please understand the relevant arrangement before payment.

9. Packing and weight limits

Each box, plastic crate, red-white-blue bag or suitcase must not exceed 23 kg. Overweight items, items not properly packed, or items requiring extra handling may need the process and fees to be reassessed.

Unless packing and box-packing services have been separately booked and stated in the quotation, the customer must pack loose items, protect fragile items, and empty the contents of furniture. Items not emptied or packed properly increase the risk of damage; valuables, cash and important documents are recommended to be kept by the customer.

10. Limitations on furniture dismantling, assembly and installation

If items may not fit through the door, lift or stairs, please provide dimensions and photos when requesting a quote for assessment. If insufficient information is provided and dismantling is needed on site, the standard fee listed is about HK$100–$400 per item; the actual fee and whether dismantling is suitable must be confirmed according to the circumstances.

The Company will decide whether dismantling or assembly is appropriate based on the condition of the items and safety risks. General furniture dismantling does not include water, electricity, gas, air-conditioning, or any installation or removal involving drilling into walls; other services must be stated in writing in advance.

11. Item count and handover

The customer or an authorised representative must count the items before and after the move, and check for visible damage. If any items are missing or there is a problem, please raise it on site, take photos and keep a record before the team leaves, wherever possible, so it can be followed up.

If a problem was not reasonably detectable during inspection, please contact our company as soon as possible after discovering it and provide the relevant information. This clause does not exclude any rights to claim protection under law simply because the team has already left.

12. Severe weather and force majeure

If there is a red or black rainstorm warning, a tropical cyclone warning signal No. 8 or above, or any event beyond our reasonable control that makes the service unsafe to carry out, our company will suspend or reschedule as appropriate and notify the customer where possible.

The original arrangement is a rescheduling, not an automatic refund, and we will contact you on the next working day to discuss it. If the issue continues or involves other circumstances where performance is not possible, both parties should handle it through consultation in accordance with the confirmed documents and applicable law.

13. Damage, compensation and insurance

If you suspect damage was caused by the moving service, please raise it as soon as possible and provide item details, before-and-after photos, the quote or service record, so that liability and the applicable handling arrangements can be investigated.

Any damage to items caused by our company’s services during the move, together with the compensation standards and exclusions, are set out below. Please read this before confirming the service, and obtain written agreement from both sides for any arrangement not listed here; compensation cannot be calculated from the website subtotal alone.

Service compensation arrangements are not the same as full moving insurance. If your items are of high value or you need broader cover, please contact an insurance company directly for suitable moving insurance. Any limitation of liability is subject to Hong Kong law and your non-excludable statutory rights.

14. Compensation standard covered

All amounts below are shown in Hong Kong dollars.

15. Items not covered by protection

The following are excluded items; all exclusion arrangements apply only to the extent permitted by Hong Kong law, and do not exclude or limit liability or customer rights that cannot lawfully be excluded.

• Audio-visual equipment.
• Crystal chandeliers and light fittings.
• Floor of the old home.
• The appliance must not be operated if there is no visible damage.
• Damage to items in the box.

16. Compensation applies and unlisted matters

This page sets out the compensation standards for the individual items above, and does not separately list the old website's general cap of "15% of the service fee or HK$300, whichever is higher". Confirmed orders will still be handled according to the version of the terms provided and accepted at the time of confirmation, and any written agreement.

Any amounts not stated in the above standards as fixed sums or maximum limits, the calculation unit for television compensation, the aggregation method for multiple items or multiple claims, and whether 'transport charges' include additional fees, are not specified. The order of priority for the above protected and unprotected items is also not specified, including the relationship between televisions and audio-visual equipment, floor scratches and the old flat's flooring. These matters must be confirmed in writing by both parties before the service; this page does not add to them on its own.

The wall surfaces of the new and old homes are listed as protected items, but no compensation amount is specified; please obtain the specific written arrangement before confirming the service. Items not specified do not mean the customer waives any non-excludable statutory rights.

Any compensation standards, excluded items and written agreements must comply with applicable Hong Kong law, and do not exclude or limit liabilities or statutory rights that cannot be excluded or limited by law.

17. Tips and service areas

Our staff are prohibited from asking for tips. If any staff member asks for a tip beyond the quoted fee during the service, please contact the Company to verify.

General services are limited to areas accessible by road vehicles. For outlying islands, restricted areas, special-access locations or addresses with other restrictions, please confirm whether service can be provided before booking. Do not assume access is always available just from the website's area categories.

18. Delays, liability and disputes

Traffic, building restrictions, weather and other practical factors may affect arrival or completion time. Unless otherwise promised in the service documents, the estimated time is not a guaranteed completion time; if there is a completion deadline or other deadline that must be met, please raise it before confirming the service.

Any limitation of liability for delay, indirect loss or other liability applies only to the extent permitted by Hong Kong law. This clause does not exclude or limit any liability that cannot lawfully be excluded, nor does it replace the customer’s statutory rights with this company’s unilateral decision.

If there is a dispute, please first contact our company and provide the service record. Both parties may negotiate or consider mediation; unresolved disputes will be dealt with under Hong Kong law, and may be referred to the Hong Kong courts of competent jurisdiction for resolution.

19. Version of terms and personal data

The website may update service information and terms from time to time. Confirmed orders should be handled according to the version and written terms provided and accepted at the time of confirmation; later updates on the website will not automatically change existing orders. If other language versions are provided and there is any discrepancy, the Chinese version shall prevail, subject always to applicable law.

Personal data involved in enquiries and services will be handled in accordance with this website’s Privacy Policy. Please do not provide sensitive data unrelated to the service in general enquiries.