SoundMove Guarantee Terms & Conditions

The SoundMove Guarantee provides eligible customers with reimbursement of up to NZ$500 towards the insurance excess payable on an accepted insurance claim arising from accidental damage caused during a move booked and paid for through SoundMove.

Eligibility

To qualify for reimbursement:

• The move must have been booked and paid for through SoundMove. Moves arranged privately or directly with a mover outside the SoundMove platform are not covered.
• You must have a valid New Zealand insurance policy that covers the relevant accidental loss or damage.
• The damage must have occurred during the SoundMove booking and must be reported to SoundMove within 5 working days of completion of the move.
• You must lodge a claim for the damage with your insurer and your insurer must accept the claim.
• You must provide SoundMove with reasonable evidence from your insurer confirming: acceptance of the claim; the amount of the applicable insurance excess; and any other information reasonably required to verify eligibility.
• Your request under the SoundMove Guarantee must be submitted within 30 days of completion of the move. Where you have lodged your insurance claim within this period but your insurer has not yet made a decision, SoundMove may allow additional time for you to provide the insurer's decision.

What SoundMove Will Pay

For an eligible claim, SoundMove will reimburse the actual insurance excess payable by you, up to a maximum of NZ$500 per SoundMove booking.

For example, if your excess is $300, SoundMove will reimburse up to $300. If your excess is $750, SoundMove's maximum contribution is $500.

The SoundMove Guarantee does not provide compensation for the value of damaged or lost property itself. It is specifically a contribution towards the insurance excess payable following an accepted insurance claim.

Exclusions

The SoundMove Guarantee does not apply where:

• your insurer declines or does not accept the claim;
• the loss or damage is not covered by your insurance policy;
• the damage was pre-existing or resulted from normal wear and tear;
• the damage occurred outside the booked SoundMove service;
• false, misleading, fraudulent or materially incomplete information is provided;
• you have already been reimbursed for the applicable excess by the mover, insurer or another party; or
• the booking or payment was arranged outside the SoundMove platform.

Verification

SoundMove may reasonably request photographs, correspondence with your insurer, confirmation of the insurance excess, booking information or other evidence necessary to verify your request.

Submitting a request does not automatically entitle you to reimbursement. Eligibility is determined in accordance with these terms and requires evidence that your insurer has accepted the underlying claim.

SoundMove may decline a request where the eligibility requirements of the SoundMove Guarantee have not been met, or where SoundMove has reasonable grounds to believe that information provided in support of the request is false, misleading, fraudulent or materially incomplete.

Maximum Contribution

SoundMove's maximum contribution under the SoundMove Guarantee is NZ$500 per SoundMove booking, regardless of the number of damaged items, insurance claims or persons involved.

Your Consumer Rights

The SoundMove Guarantee is an additional benefit provided by SoundMove. It does not exclude, restrict or replace any rights or remedies you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand law.

Nothing in these Guarantee Terms is intended to exclude or limit any rights or remedies that cannot lawfully be excluded or limited.

The SoundMove Guarantee is separate from any legal rights or remedies you may have against SoundMove, the mover or another party.

These SoundMove Guarantee Terms & Conditions should be read together with SoundMove's general Terms & Conditions.