Terms of service

Effective Date: September 2025

These Terms and Conditions govern all pallet purchases, removals, mulching, and associated services provided by Top Pallets. By engaging our services, you agree to the terms outlined below.

1. Payment Terms

Payment Methods
Direct bank transfer or credit card (a 2% surcharge applies for credit card payments).

Pallet Sales

  • First Order: Full payment is required upfront before delivery or collection.
  • Subsequent Orders: Payment is due within 7 days of invoice unless alternate terms have been pre-approved.

Removal & Mulching Services

  • First Service: A deposit is required to confirm booking. This deposit will be applied as a credit towards the final invoice.
  • Subsequent Services: Payment is due within 7 days of invoice unless alternate terms have been pre-approved.

Default & Recovery
Failure to make payment when due may result in additional charges, including legal and administrative fees for debt recovery.

Ownership
All pallets remain the property of Top Pallets until full payment is received. This clause applies only to pallet sales.

2. Quotes & Validity

All quotes are valid for 7 days from the date of issue, subject to stock availability.

Prices and availability may change after the quote expires.

3. Shipping & Delivery

Dispatch Timeframes
We aim to dispatch pallets on the same day they are ready, but delays may occur due to courier scheduling.

Express Delivery
Express courier service is available for an additional fee upon request.

Third-Party Couriers
We use independent courier services for all pickups and deliveries. Top Pallets is not liable for any loss, delay, or damage during transit. Any such issues must be addressed directly with the courier.

4. Loading & Site Requirements

For all pallet removals, purchases, or mulching services:

  • A forklift and licensed driver must be available on-site for loading
  • If no forklift is available, customers must provide at least two labourers to hand-load the pallets
  • A tail-lift truck with pallet jack or a HIAB truck can be arranged for an additional fee if mechanical assistance is required
  • Pallets must be stacked safely and securely in stacks of 15 and organised by type

5. Cancellations & Wait Time

Cancellations
Must be made at least 2 hours prior to scheduled pickup/delivery. Late cancellations or site rejections may incur a futile fee.

Wait Time Allowance

  • Pallet purchases & mulching/removals: 30 minutes free wait time.
  • Extra time is charged in 5-minute increments at $10+GST.

Futile Fees
Late cancellations or unsuccessful site access may incur a $100+GST futile truck fee.

6. Returns & Credit Claims

  • Requests for returns, refunds, or credit must be submitted in writing within 7 days of the invoice date.
  • Photo evidence is required for any claims related to damaged or incorrect pallets.
  • Approved claims may result in a replacement, refund, or store credit.
  • Claims will not be accepted for pallets that have already been used after delivery.

7. Product Condition & Liability

  • All pallets are second-hand, refurbished, and sold as-is. Natural wear and tear should be expected.
  • Pallet weight capacity is a guideline only for evenly distributed and static weight; customers are responsible for safe loading and use.
  • Dust and dirt are to be expected on second-hand pallets. Customers should ensure pallets are suitable for their intended use before purchase.
  • Pallet dimensions and height may vary slightly due to the nature of second-hand and refurbished stock.

8. Free Pallet Removal – Conditions of Service

  • Forklift and driver must be available for loading. If unavailable, discuss alternatives with our staff before booking.
  • Pallets must be ready for pick-up in safe, straight stacks of 15.
  • Photos may be requested to confirm site readiness.
  • Wait time and futile fees apply as outlined in Section 5.
  • Third-party couriers are used for all removals.

9. Paid Pallet Removal – Terms

We accept pallets for removal only if:

  • They are usable and free from excessive damage or loose timber.
  • Slightly damaged pallets (e.g. 1–2 broken boards) may be accepted if they are safe for transport and comprise less than 10% of the load.
  • We do not accept pallets over 1.2m in size or completely broken pallets.

Additional terms:

  • All site and loading requirements apply as described in Section 4.
  • A deposit is required for first-time jobs.
  • Wait time and futile fees apply as outlined in Section 5.
  • Credit claims must follow the procedure in Section 6.
  • Third-party couriers are used for all removals.

10. Mulching & Disposal Services

  • All timber must be palletised prior to pick-up
  • Charges are based on total weight (minimum 1 tonne) plus transport fees
  • Transport pricing varies based on truckload size (e.g. up to 8, 10, 12, or 14 standard pallet spaces 1200x1200mm)
  • Customers must disclose if the load contains any of the following:
    • MDF
    • Chipboard (including in pallet blocks)
    • Plywood
    • Painted timber
    • Metal brackets or plates
    • Plastic

Loads containing prohibited materials may be rejected or subject to additional disposal fees.

11. Legal Disclaimer

Top Pallets reserves the right to amend these Terms & Conditions at any time. The version in effect at the date of order will apply. Continued use of our services constitutes acceptance of the applicable terms.