Terms of Service

FLYTTE is a technology platform operated in New Zealand, based at 152 Lemon Street, Strandon, New Plymouth 4312 ("FLYTTE", "we", "us"). FLYTTE connects customers who need moving and delivery services ("Customers") with independent moving companies ("Movers"). We are a booking and coordination service. We are not a moving company and we do not employ the Movers who fulfil bookings through our platform.

Our role is to match you with a suitable Mover and to coordinate the booking, scheduling, routing, pricing, and Mover liaison for your move. The moving work itself is carried out by the Mover. For the limited purposes of taking your booking, agreeing the carriage terms in section 10, and collecting payment, FLYTTE acts as the Mover's agent. FLYTTE is not otherwise a party to the moving contract.

By using the FLYTTE website or booking platform, you agree to these Terms of Service. If you do not agree, please do not use the platform.

• FLYTTE, we, us: the legal entity identified in section 1, operating in New Zealand.
• Platform: the FLYTTE website, booking forms, and account areas.
• Customer, you: the person who makes a booking through the Platform.
• Mover: the independent moving company matched to a booking.
• Booking and Coordination Service: the work FLYTTE carries out to arrange a move, including matching you with a suitable Mover, scheduling, route and pricing preparation, and liaison with the Mover before and around the move date. For an intercity or long-distance move it also includes reserving Mover capacity and arranging vehicle positioning between regions. This work is carried out when your booking is arranged and is largely the same whether or not the move later goes ahead.
• Deposit: the amount paid at the time of booking. The Deposit is the fee for the Booking and Coordination Service. It is shown to you before you pay and counts towards the total price of your move if the move proceeds.
• Balance: the remaining amount payable for the moving service, paid to the Mover on the day.
• FLYTTE Credit: account credit that can be applied to a future booking.
• Intercity or long-distance move: a move between different towns or cities, rather than within a single urban area.
• Notice Period: the time before your booked start time by which you must cancel or reschedule to avoid the Mover's late-cancellation fee. The Notice Period is 24 hours, or 72 hours for an intercity or long-distance move.

When you complete a booking through FLYTTE, you enter into a contract with the Mover for the moving service itself, and a contract with FLYTTE for the Booking and Coordination Service. FLYTTE is not a party to the moving contract and is not responsible for the performance of the moving work.

When you complete a booking you confirm that you have read and accept these Terms, including the deposit and cancellation policy in section 4.

Price estimates shown during booking are based on information you provide, such as volume, distance, team size, and date. Final charges may vary if the scope of the move differs significantly from what was described, meaning a difference that changes the price by more than 10 percent. Any price adjustment will be explained to you by the Mover, and agreed with you, before the additional work is done.

Bookings are subject to Mover availability. FLYTTE may cancel or reschedule a booking if a Mover becomes unavailable and no replacement can be arranged, and we will notify you as promptly as possible. If that happens, you receive a full refund (see section 4).

What the Deposit pays for. The Deposit you pay when you book is FLYTTE's fee for the Booking and Coordination Service, and it is the only amount FLYTTE charges you. Our coordination team uses it to match you with a suitable Mover, plan your schedule, prepare routing and pricing, and coordinate with the Mover before your move. For an intercity or long-distance move it also covers reserving Mover capacity and arranging vehicle positioning between regions. This work is carried out when your booking is arranged, and it is largely the same amount of work whether or not the move later goes ahead. The Balance is a separate amount for the moving work itself and is paid directly to the Mover on the day.

Cancelling your booking. You can cancel at any time. Because the coordination work is carried out when you book, an administration fee applies if you cancel. The administration fee is 15 percent of your total booking price and is capped at the Deposit you have already paid, so cancelling never costs you more than the Deposit and you are never sent a further bill for it. We refund any part of the Deposit above the administration fee to your original payment method. You are told at checkout, before you pay, that the Deposit is subject to this administration fee if you later cancel.

Choosing FLYTTE Credit instead. If you would rather, we can hold the full value of your Deposit as FLYTTE Credit, valid for 12 months from the date it is issued, and we will waive the administration fee on the credited amount. This is your choice and we do not apply it automatically. If you need more time, contact us before the credit expires and we will consider extending it. Cancel using the link in your booking confirmation, or by emailing hello@flytte.co.nz.

Cancelling after the Notice Period has passed, or not being ready for the move to begin at the booked time for reasons within your control (for example, access is not available or your items are not ready). The administration fee above still applies to the Deposit. In addition, by this point the Mover has reserved a crew and vehicle for you and turned away other work for that slot, so the Mover may charge a late-cancellation fee. This fee is the Mover's, not FLYTTE's, and FLYTTE collects it on the Mover's behalf as the Mover's agent. It is a genuine pre-estimate of the Mover's loss and is the lower of:

• 50 percent of the Balance of your move; and
• the Mover's actual reasonable loss from the cancelled reservation, being reserved crew and vehicle time and any confirmed work the Mover declined for your slot.

The Mover's late-cancellation fee is reduced by any amount the Mover recovers by re-filling the slot, and we will tell you how it has been worked out. We will send you an invoice for it, with payment due within 7 days. We will not charge a card for it without your specific agreement at the time.

Rescheduling instead of cancelling. If you move your booking to a new date before the end of the Notice Period, there is no charge, no administration fee, and your Deposit carries over to the new date. A change requested with less notice is treated as a late cancellation.

Events outside anyone's control. If your move cannot safely go ahead on the booked date because of severe weather, a natural event, a serious road closure, or another event outside your or the Mover's reasonable control, no late-cancellation fee and no administration fee apply. We will reschedule your move. If you prefer not to reschedule, your Deposit is refunded in full to your original payment method, or held as FLYTTE Credit if you choose.

When the Deposit is refunded in full (to your original payment method, with no administration fee). You receive a full refund of the Deposit and any other amount you have paid if:

• a Mover cancels and we cannot arrange a replacement for your date;
• the Mover fails to arrive, arrives materially late, or is unable to carry out the move, other than because of something you did or failed to do;
• the price the Mover asks for on the day is more than 10 percent higher than your booking through no fault of your own, and you decide not to proceed;
• we are unable to provide the Booking and Coordination Service you paid for; or
• you have a right to a refund that cannot be excluded under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Your statutory rights. Nothing in this section limits any rights you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 that cannot lawfully be excluded. If a service is not provided with reasonable care and skill, you may be entitled to a remedy regardless of what this section says.

Amounts payable for your move are collected through the Platform. FLYTTE retains the Deposit as its fee for the Booking and Coordination Service, which covers FLYTTE's coordination work and platform costs. The Balance is the charge for the moving work itself and is paid to the Mover on the day, once the job is complete.

The Deposit is a percentage of your estimated total. The percentage varies depending on the type of move and how much is coordinated and reserved in advance, and larger intercity moves generally attract a higher Deposit. The exact amount that applies to your booking is always shown to you at checkout before you confirm and pay.

All prices are in New Zealand Dollars (NZD). Where GST applies it is included in the price shown. A GST invoice is available on request.

Unpaid amounts. Any balance not paid on the day of your move is due within 7 days of the move, or within 7 days of the date of any receipt or invoice we send you for it, whichever is later. If any amount you owe to FLYTTE or to a Mover under these Terms is not paid when due, including a late-cancellation fee under section 4, the overdue amount may incur interest at 2% per month, calculated daily from the due date until it is paid, and you are liable for all reasonable costs incurred in recovering it, including debt collection agency fees, legal fees, and court or Disputes Tribunal filing fees. We will give you reasonable notice and an opportunity to pay before a debt is referred for collection or legal action.

When using FLYTTE, you agree to:

• Provide accurate, complete, and current information about the items, addresses, access conditions, dates, and any special handling needs for your move.
• Ensure adequate access is available at both pickup and drop-off locations on the agreed date.
• Not book services for unlawful purposes or for the transport of prohibited items (see section 7).
• Treat Mover staff with respect.

Providing significantly inaccurate or incomplete information, for example understating item volume by more than 10 percent, may result in the Mover revising the quote, adding charges, delaying the job, or declining to complete it. Any consequences arising from inaccurate or incomplete information you provide are your responsibility. If the Mover cannot proceed for this reason, it is treated as a late cancellation under section 4.

If you book as a business or mainly for the purposes of a business, the Consumer Guarantees Act 1993 may not apply to your booking. To the extent the law allows, you and FLYTTE agree that the Act is contracted out of for that booking, on the basis that it is fair and reasonable to do so because both parties are in trade. For the same reason, and to the extent permitted by section 5D of the Fair Trading Act 1986, you and FLYTTE agree that sections 9, 12A, 13 and 14(1) of that Act do not apply to that booking.

You are responsible for loss or damage caused by a breach of this section or sections 7 and 8, for example carrying prohibited or undisclosed goods, giving inaccurate information, or unsafe access, including reasonable costs incurred by FLYTTE or the Mover as a result.

You must not book a move for, or ask a Mover to carry, transport, or handle, any goods that are unlawful, stolen, hazardous, dangerous, explosive, flammable, or otherwise unsafe or unlawful to transport by road, nor illicit drugs, firearms or ammunition, cash or bullion, or live animals (unless expressly agreed with the Mover in writing beforehand).

You must tell us and the Mover before the move about any item that needs special handling, is unusually heavy or fragile, or may be regulated, for example large safes, pianos, pool tables, hazardous chemicals, or pressurised gas.

A Mover may refuse to load or carry any item it reasonably considers unsafe, unlawful, improperly packed, or not as described, and may decline to start or continue the job. FLYTTE does not inspect goods and is not responsible for checking whether goods are lawful, safe, properly packed, or suitable for transport. If a Mover cannot proceed because of undisclosed or prohibited goods, it is treated as a late cancellation under section 4.

Unless you and the Mover agree otherwise in writing, you are responsible for:

• packing your goods properly and having them ready to load at the booked start time, other than any packing service you have specifically booked;
• making sure there is safe, legal, and adequate access at both the pickup and drop-off locations, including parking, lifts, stairwells, and doorways, and arranging any permits, building or lift bookings, or body corporate approvals that are needed;
• protecting goods from weather during the move where they are in your care; and
• being present, or having an authorised adult present, at both ends of the move.

FLYTTE is not responsible for damage, delay, extra cost, or a move not going ahead where this is caused by inadequate packing, unsafe or restricted access, lack of parking, you or your authorised person not being ready or present, weather exposure, or site conditions. Any extra time or charges arising from these are a matter between you and the Mover, and significant delay for reasons within your control may be treated as a late cancellation under section 4.

Before a Mover can take bookings through FLYTTE, we carry out checks appropriate to a booking platform, which may include confirming their business details, insurance, and track record. Movers represent to us that they hold appropriate insurance, are legally authorised to operate as a moving company in New Zealand, and will perform services with reasonable care and skill as required by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

FLYTTE is not a guarantor of the Mover's work. For high-value items we recommend you confirm insurance cover directly with the Mover before the move.

Movers are independent businesses. FLYTTE does not employ, supervise, or direct how a Mover carries out a move. Each Mover is responsible for its own staff, vehicles, equipment, insurance, and legal compliance, and is responsible to you for the moving work.

The Mover carries your goods as the carrier under Part 5 of the Contract and Commercial Law Act 2017. Our standard prices are for carriage at owner's risk. When you book, you are asked to confirm your name as the person making the booking and to agree to the following statement, which you sign by ticking to agree and paying:

“These goods are to be carried at owner's risk. This means that the carrier will pay no compensation if the goods are lost or damaged, unless the carrier intentionally loses or damages them.”

Carrier liability cover. If you would rather the carrier be responsible for loss or damage, you can add carrier liability cover after you book, up to 24 hours before your move starts, for an additional 40 percent of the total price. Of that, 15 percent of the total price is paid to FLYTTE by card when you add cover, and 25 percent is added to the balance you pay the Mover on the day. Adding cover changes your booking from owner's risk to limited carrier's risk. With cover, your goods are carried at limited carrier's risk, and the carrier is liable for loss of or damage to your goods up to the limit set by the Act, currently $2,000 for each unit of goods. If you want cover above that limit for a particular item, ask us before your move to arrange a declared value with the Mover in writing. If a booking is made without a signed owner's-risk statement, your goods are carried at limited carrier's risk.

Who the carrier is. The Mover is the carrier. FLYTTE agrees the carriage terms as the Mover's agent. If FLYTTE is treated as a carrier of your goods for any reason, the same carriage terms apply to FLYTTE.

Insurance. Owner's risk means you carry the risk of loss or damage to your goods during the move. We recommend you check that your own contents or transit insurance covers goods while they are being moved.

Checking your goods and making a claim. Please check your goods when they are delivered and record any loss or damage you can see when you sign off the job. Any claim must be made in writing, using our claim form or by email to hello@flytte.co.nz, within 30 days of delivery, with photos of the damage, a description of what happened, and evidence of the item's value. We pass every claim to the Mover and help both sides resolve it.

When you make a claim for damage, please keep the item and any packaging, and do not repair, clean or dispose of it for 14 days, or until FLYTTE or the Mover has had a reasonable chance to inspect it. If an item is repaired or disposed of before it can be inspected, the claim may not be able to be assessed. We check every claim against the job record, including photos and the sign-off, and may decline a claim that is false or exaggerated.

To the extent the law allows, neither FLYTTE nor the Mover is responsible for: damage, wear, marks, or stains that existed before the move; marks, soiling, or stains not recorded at delivery; damage to items you packed yourself, other than damage to the outside of the carton; internal or mechanical faults that are not caused by visible damage; the natural fragility or inherent defects of an item; or loss or damage caused by inaccurate or incomplete information you gave about your goods or access.

Nothing in this section limits liability for loss or damage the carrier causes intentionally, or your rights under the Consumer Guarantees Act 1993 for things other than the goods being carried, such as damage to your home or vehicle.

The Platform may show star ratings, review counts, service tiers (such as Basic, Premium, or Flexi), badges, response indicators, and similar information for Movers. These are Platform features to help you choose, based on information available to us at the time. They are indicative only.

They are not a representation, warranty, or guarantee by FLYTTE that any Mover is suitable, licensed, insured, available, or will perform to a particular standard, and they do not make FLYTTE responsible for the Mover's work. We may calculate, update, moderate, reorder, suppress, or remove ratings, reviews, tiers, and badges, including to deal with content that is inaccurate, unfair, or manipulated. A tier describes a service level and price option, not a promise about the outcome of your move.

Reviews and other content you submit may be published, edited for length or to remove unlawful material, or declined, at our discretion. You grant FLYTTE a non-exclusive, worldwide, royalty-free licence to use, reproduce, store, publish, and display content you submit through the Platform for operating, improving, and promoting the Platform.

FLYTTE is responsible for providing the Booking and Coordination Service with reasonable care and skill. FLYTTE is not the moving company and is not responsible for the moving work itself, including damage to goods, delays, or loss caused by the Mover during the move. Claims about the move should be raised with the Mover, and we will help you make contact and follow up.

To the extent the law allows, FLYTTE is not liable for: any act or omission of a Mover or its staff, including loss of or damage to goods or property, injury, theft, delay, or failure to carry out the move; any indirect or consequential loss, such as loss of income, a missed settlement, accommodation, storage, or time off work; or any loss caused by events outside FLYTTE's reasonable control.

To the extent the law allows, and except where your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 cannot be excluded, FLYTTE's total liability to you for any claim connected with the Platform or the Booking and Coordination Service is limited to the total fees you have paid to FLYTTE in connection with the booking the claim relates to. This limit does not apply to any liability that cannot lawfully be limited, or where FLYTTE has failed to provide the Booking and Coordination Service with reasonable care and skill, in which case your remedies under the Consumer Guarantees Act 1993 apply.

The FLYTTE platform, including its source code, software architecture, user interface designs, workflows, branding, and written content, is the exclusive intellectual property of FLYTTE and is protected by New Zealand and international copyright law.

You may not, without our prior written consent:

• Copy, reproduce, or redistribute any part of the platform or its content.
• Modify, adapt, translate, or create derivative works based on the platform.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code, algorithms, structure, or design of the platform, whether manually or with the assistance of automated tools or artificial intelligence systems.
• Use knowledge gained from accessing, observing, or analysing the platform, including its interface, workflows, or API behaviour, to build, assist in building, or inform the design of a competing or substantially similar product or service.
• Scrape, crawl, or systematically extract data, content, or structural information from any part of the platform.

Any unauthorised use of FLYTTE's intellectual property may constitute copyright infringement or misappropriation of trade secrets, and FLYTTE reserves the right to seek injunctive relief, damages, and recovery of legal costs.

You must not:

• Provide false or misleading information, or create fake accounts, bookings, quotes, or reviews.
• Manipulate quotes, pricing, ratings, reviews, or Platform outcomes.
• After using FLYTTE to obtain a quote or a Mover match, arrange the same or a substantially similar move directly with that Mover outside the Platform in order to avoid the Deposit or any fee payable to FLYTTE, or induce or assist a Mover to do so.
• Book moves through FLYTTE as a business for paying third parties, for example reselling FLYTTE moves under your own name or price, or as part of a moving, removals, delivery or logistics service, unless you are a FLYTTE partner under a written partner agreement. Booking a move for a friend, family member, tenant or colleague is fine.
• Access the platform by any automated means (bots, scrapers, scripts) without our express written permission.
• Probe, scan, or test the vulnerability of any system or network associated with the platform.
• Attempt to gain unauthorised access to any part of the platform, its servers, or its databases.
• Interfere with or disrupt the integrity or performance of the platform or its underlying infrastructure.
• Use the platform to benchmark, evaluate, or inform the development of any product or service that competes with FLYTTE, directly or indirectly.

If you circumvent the Platform to avoid a fee, we may recover from you the Deposit or fee that would have been payable, plus reasonable recovery costs. If we reasonably believe bookings are being resold, we may offer you a partner agreement, or decline or cancel your future bookings, refunding any Deposit paid for a move that hasn't happened yet. Violations of this section may also result in immediate termination of access and legal action under the New Zealand Crimes Act 1961 (computer-related offences), the Copyright Act 1994, and other applicable laws.

If you create an account on FLYTTE (as a Mover), you are responsible for keeping your login credentials secure. Notify us immediately at hello@flytte.co.nz if you suspect unauthorised access to your account.

If something goes wrong, contact us first at hello@flytte.co.nz. We aim to acknowledge complaints within 2 working days and to resolve them within 10 working days where we can.

If we cannot resolve a complaint about your move or your booking, you may be able to take it to the Disputes Tribunal or another appropriate forum. Nothing in these Terms prevents you from doing so.

A claim about the moving work is a claim against the Mover. If you bring a claim against FLYTTE about the moving work, you agree that FLYTTE may ask for the Mover to be added or substituted as the party responding to it. Please contact us before disputing a card payment with your bank, so we can try to resolve the issue first.

We may update these Terms from time to time. Material changes will be notified via email or a notice on the platform. Continued use of the platform after changes take effect constitutes acceptance of the revised Terms.

These Terms apply to bookings made while they are in force. A change to our deposit or cancellation terms will not be applied retrospectively to a booking you have already made and paid for. We keep records of previous versions of these Terms and the dates they applied, available on request.

These Terms are governed by New Zealand law, and the New Zealand courts and tribunals have jurisdiction over any dispute. This does not stop you bringing a claim in the Disputes Tribunal where it has jurisdiction.

If any part of these Terms is found to be unenforceable, the rest of these Terms still applies. If we do not enforce a right straight away, we have not given it up. FLYTTE may transfer its rights and obligations under these Terms to a successor business. Sections that by their nature should continue after a booking ends, including sections 10, 12, and 16, continue to apply.

Questions about these Terms? Contact us at hello@flytte.co.nz.