Terms & Conditions

1. Who we are and what we do

In these terms, "we", "us" and "our" mean Ironhorse MC Australia Pty Ltd (ABN 23 696 576 066), trading as IRONHORSE Motorcycle Carriers. "You" means the person making the booking.

Our services include the transport, loading, securing, delivery and recovery of motorcycles across South East Queensland.

Some jobs, off-road, remote, or difficult-access work, are classified as difficult-access or specialised recovery. These involve variable ground conditions, additional time and specialised equipment, and are priced differently to standard transport. Section 4 explains how.

By making a booking, you confirm that you are the legal owner of the motorcycle, or that you are authorised to act on the owner's behalf. If you are booking on behalf of someone else, a workshop arranging collection for a customer, for example, you confirm you have their authority to do so.

2. Quotes and pricing

Quotes given through our website or booking system are based on the information you supply at the time of booking: the pick-up and drop-off addresses, the type of motorcycle, whether it is running, and any access details you provide.

Your quoted price stands unless the actual job is materially different from what was described. Examples of a materially different job include:

• The motorcycle is non-running, damaged, or missing wheels when we were told otherwise
• Access to the pick-up or drop-off point is restricted, off-road, or not reachable by vehicle as described
• Ground or terrain conditions require recovery equipment that a standard transport job would not
• The motorcycle is not at the address given, or a second attempt is needed
• Significant additional distance is involved

Where the job is materially different, we will:

• Stop before proceeding
• Explain what has changed and what the additional charges are
• Obtain your approval before continuing

We will not carry out additional chargeable work without your approval.

If you do not approve the revised price, you may cancel the job at that point. Where we have already travelled to site, your $80 deposit is retained to cover the call-out. No further charge applies. Where we have not yet been dispatched, your deposit is refunded in full.

All prices shown to consumers are in Australian dollars and include GST.

3. Payment

Payment is due before or on delivery, unless we have agreed trade account terms with you in writing.

We accept the payment methods displayed at checkout, which include debit and credit card, Apple Pay, Google Pay, and Afterpay and Klarna where available.

We may retain possession of the motorcycle until payment has been received in full.

4. Difficult-access and specialised recovery work

Off-road, remote and difficult-access jobs are not fixed-price. Real conditions on the ground determine the time and equipment required.

Additional charges may apply where the following are needed to complete the job safely:

• Winching or mechanical extraction
• Obstacle or debris removal
• Technical recovery labour
• Extended time on site

As with any price change, we will explain the additional charges and obtain your approval before proceeding.

5. Our right to refuse or stop work

We may refuse to begin, or stop work already underway, where in our reasonable judgement it is unsafe to continue. This includes where:

• Access or terrain presents a risk to people, the motorcycle, or our equipment
• The motorcycle's condition makes safe loading or securing impossible
• Surrounding conditions, weather, traffic, ground stability, other vehicles or people on site, present a hazard
• Conditions are materially different from those advised at booking

Where we stop work for safety reasons, we will explain why and discuss the options with you, including rescheduling.

6. Booking deposit, cancellations and rescheduling

An $80 booking deposit confirms your job. It covers vehicle allocation, scheduling and route planning, and comes off your final invoice.

Cancellations

• More than 48 hours before the agreed pick-up window: deposit refunded in full
• Within 48 hours of the agreed pick-up window: deposit retained to cover the reserved booking
• If we cancel, or cannot complete the job for reasons within our control: deposit refunded in full

Rescheduling

One free reschedule is available with at least 24 hours' notice, subject to availability.

Failed pick-up

If we arrive and the job cannot proceed because the motorcycle is not available, not accessible, or nobody is present to release it, a failed pick-up charge applies. This is the quoted base call-out fee, less the $80 deposit already paid.

7. Preparing your motorcycle

Before pick-up, you must:

• Provide accurate pick-up and delivery addresses and contact details
• Disclose any pre-existing damage
• Disclose non-running, damaged or heavily modified motorcycles at the time of booking
• Reduce fuel to approximately a quarter tank
• Remove or secure all loose items, personal belongings and detachable accessories
• Ensure the pick-up and delivery locations are safe and accessible
• Be present, or have an authorised representative available, at the agreed time

Where these are not met, additional charges or delays may apply.

8. Condition reporting and damage claims

We photograph each motorcycle at pick-up and again at delivery. These photographs form part of the record of the motorcycle's condition in our care. They are not the only evidence, your own photographs, inspection reports, and anything else relevant will also be considered.

Please inspect the motorcycle at delivery. If you notice damage, tell us at the time of delivery or as soon as reasonably possible afterwards, preferably within 24 hours and in writing.

Reporting promptly helps us investigate properly while the circumstances are fresh. A later report does not automatically prevent a claim, but delay may make it harder for either of us to establish what happened.

9. Insurance

We hold motor transit insurance for motorcycles in our care and custody of up to $100,000 per vehicle (Cars/Boats/Vehicles, Non Machinery cover, NTI Carriers Protect, subject to a 450km radius), $100,000 cover for loading and recovery (Hook Liability, Allianz Commercial Motor), and public liability cover of up to $20,000,000 per occurrence, with a further $250,000 limit for property in our physical and legal control, through our Allianz Business Pack policy.

All cover is subject to the terms, conditions, exclusions and excesses of the relevant policy, and to acceptance of the claim by the insurer. A certificate of currency is available on request.

If your motorcycle's value is higher than the sum insured, please tell us before booking so that additional cover can be considered.

10. Liability

We take reasonable care in handling, loading, securing and transporting every motorcycle.

We are not responsible for the following, except where the loss or damage was caused or contributed to by us:

• Pre-existing damage
• Mechanical or electrical failure arising from the motorcycle's own condition
• Normal wear and tear
• Loose or unsecured items, or items left on or attached to the motorcycle
• Weather, terrain or environmental conditions outside our control
• Delays caused by traffic, road closures, weather or other events outside our control

Nothing in this section limits your rights under section 11.

11. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in these Terms & Conditions excludes, restricts or modifies any right, guarantee or remedy that you have under the Australian Consumer Law and that cannot lawfully be excluded.

Where a consumer guarantee applies and our liability can lawfully be limited, our liability is limited to resupplying the service or paying the cost of having it resupplied.

12. Waiting time

The first 30 minutes of waiting time at pick-up or delivery is included at no charge.

Beyond 30 minutes, where the delay is not ours, waiting time is charged at $30 per 30-minute block.

13. Storage

Where we hold a motorcycle at your request, or because delivery cannot be completed, storage is charged at $25 per day.

Where a motorcycle is left uncollected, we will only deal with it in accordance with the Disposal of Uncollected Goods Act 1967 (Qld), including all notices, waiting periods and procedures that Act requires. We will not dispose of a motorcycle outside that process.

14. Regulated towing services

Where a service we provide is regulated under the Tow Truck Act 2023 (Qld), that Act's mandatory requirements apply, including any maximum charges it sets. Those requirements prevail over anything inconsistent in these terms.

15. Privacy

We collect and handle personal information in accordance with our Privacy Policy, available on this website.

Information you give us may be provided to the booking, payment, technology, insurance and professional service providers we use to run the business and deliver your job. Our Privacy Policy explains who those providers are, what they receive, and how you can access or correct your information.

16. Governing law

These Terms & Conditions are governed by the laws of Queensland, Australia.