Terms of Service

FLYTTE is a technology platform operated in New Zealand that 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 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: FLYTTE Moving Technologies, 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.

When using FLYTTE, you agree to:

• Provide accurate information about the items, addresses, and access conditions 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.
• Treat Mover staff with respect.

Providing significantly inaccurate information, for example understating item volume by more than 10 percent, may result in additional charges or the Mover declining to complete the job. 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.

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.

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, 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 Moving Technologies 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.

In addition to the intellectual property restrictions above, you must not:

• 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.

Violations of this section may 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.

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.

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