Terms & Condition
1. Agreement: By using our services, you agree to abide by these terms and conditions.
2. Quotations
- 2.1 Our quotations do not include VAT, customs duties, levies, or fees payable to government or other statutory bodies. Any such duties or fees will be your responsibility in addition to the quoted price.
2.2 Although we provide a fixed-price quote, we reserve the right to adjust it or apply additional charges if any of the following factors were not considered during the quotation process:
2.2.1 The work is not carried out or completed within three months of the quotation date due to circumstances beyond our control.
2.2.2 Our costs increase due to currency fluctuations, tax changes, or freight charges beyond our control.
2.2.3 We need to collect or deliver goods above the first upper floor, and this was not discussed before the quote.
2.2.4 Additional services are required that were not included in the original quote.
2.2.5 Delays occur beyond our reasonable control, in which case additional charges will apply based on our standard rates at the time.
2.2.6 The collection or delivery point is more than 10 meters away, has inadequate access, or is unsuitable for our vehicles.
2.2.7 Any parking fees or other charges are incurred that we must pay to carry out the requested services.In all these cases, you will be responsible for the extra charges.
2.3 Insurance
Insurance coverage applies only if explicitly stated in the quotation. A summary of our insurance coverage, including key exclusions, is enclosed with these terms or available upon request.
2.4 Availability of Vehicles
Our quotation does not guarantee vehicle availability on your requested date. Your signed acceptance of our quotation does not constitute a binding contract until we provide written confirmation that we can move your goods on the required date. We will issue written confirmation within one working day of receiving your acceptance.
3. Work Excluded from Our Quotations
Unless expressly agreed in writing, our services do not include:
3.1 Dismantling or assembling flat-pack furniture, fittings, or fixtures.
3.2 Disconnecting or recnnecting appliances, fittings, or equipment.
3.3 Removing or laying fitted floor coverings.
3.4 Taking down or re-hanging curtains, blinds, or other window coverings.
3.5 Moving night storage heaters unless they are fully dismantled.
3.6 Moving or storing any items excluded under Clause 4.
3.7 Handling any items that our removal crew reasonably believes cannot be moved safely or that could cause damage to the item itself or its surroundings.
3.8 Clearing driveways or access areas (at either the collection or delivery address) of snow, ice, or other obstructions.
3.8 Dismounting, installing, or securing any fixtures or fittings from walls, ceilings, or other surfaces.
4. Excluded Property/restricted items The following items are specifically excluded from this contract and will not be removed or covered:
4.1 Jewellery, watches, trinkets, precious stones, money, deeds, securities, stamps, coins, or similar valuable collections.
4.2 Potentially dangerous, hazardous, or explosive items.
4.3 Goods that may attract vermin, pests, or pose a risk of contamination or infection.
4.4 Refrigerated or frozen food or beverages.
4.5 Animals, including pets, birds, fish, and their cages or tanks.
4.6 Vehicles, including cars, boats, and caravans.
4.7 Furs, perfumes, alcoholic beverages, tobacco products, foodstuffs, perishable goods, or any type of explosives.
These items will only be removed with prior written agreement. If such goods are included without our knowledge and written consent, we will not be liable for any loss or damage, except in cases of death or injury caused by our negligence or that of our employees or agents. You will be responsible for indemnifying us against any claims, expenses, damages, or penalties from third parties. Additionally, we reserve the right to dispose of, without notice, any prohibited items listed in 4.2, 4.3, 4.4, 4.5, and 4.7.
4.8 We are not liable for breakages of owner-packed property unless the external packaging shows visible signs of damage.
4.9 We are not responsible for theft of goods if only one crew member was hired, and the vehicle was left unattended due to single-worker operation.
5. Customer’s Responsibility
It is your sole responsibility to:
5.1 Accurately declare the value of the goods by completing a valued inventory form before we begin providing any services.
5.2 Obtain, at your own expense, all necessary documents required for the removal process.
5.3 Be present, or appoint a representative, at both the collection and delivery locations to ensure that no items are mistakenly removed, left behind, or placed in the wrong room.
5.4 Properly prepare and stabilize all appliances before removal.Except in cases of negligence on our part, we will not be liable for any loss, damage, costs, or additional charges arising from these responsibilities.
6. Ownership of Goods
By entering into this contract, you confirm that:
6.1 You are the legal owner of the goods; or
6.2 You have the authority of the legal owner to enter into this contract on their behalf.If either statement proves to be untrue, you will be responsible for any claims, damages, or costs incurred as a result.
7. Postponements & CancellationsThere will be no postponement or cancellation fee if you notify us at least 7 days before your booked date.
7.1A 4 to 7 days: 50% of the total removal charges
7.1B 3 days: 75% of the total removal charges
7.1C 1 to 2 days: 90% of the total removal charges
7.1D Less than 24 hours: 100% of the total removal charges
7.2 The charges in 7.1 will not apply if you have opted for a postponement/cancellation protection waiver, provided we have quoted for this service.
8. Payment of Removal Charges
- Unless otherwise agreed in writing, payment must be made in full, ensuring cleared funds before the removal date. Partial payments or withholdings are not permitted unless explicitly agreed.
A 2% monthly interest, calculated daily, will be applied to all overdue accounts. If payment is not received before the scheduled removal date, we reserve the right to:
8.1 Cancel the contract and refuse to provide the quoted services.
- 8.2 Withdraw any liability insurance coverage for the goods.
- 9. Our Liability for Loss or Damage
- 9.1 Your goods will not be covered for loss or damage unless a valued inventory form is completed and signed by you (or the owner of the goods) before the commencement of services or transit. If we offer you insurance and are found liable for loss or damage, we will compensate you up to a maximum of £50.00 per item to cover the cost of repair or replacement. For this purpose, an item is defined as a single article, suite, pair, set, complete case, package, carton, or other container.
9.2 We may choose to repair or replace the lost or damaged item. However, if we opt for repair, we will not be liable for any depreciation in value.
9.3 Except in cases of our negligence, we will not be liable for any loss, damage, or failure to deliver goods due to:
9.3.1 Fire, regardless of cause.
9.3.2 War, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, terrorism, rebellion, military coup, industrial action, natural disasters (“Acts of God”), or any other events beyond our reasonable control.
9.3.3 Normal wear and tear, natural deterioration, leakage, or evaporation, including deterioration of perishable or unstable goods left inside furniture or appliances.
9.3.4 Damage resulting from cleaning, repairing, or restoring items unless performed by us.
9.3.5 Infestation by moths, vermin, or similar pests.
9.3.6 Electrical or mechanical failure of appliances, instruments, or equipment unless caused by external impact.
9.4 Additionally, we will not be liable for loss of or damage to:
9.4.1 Goods inside wardrobes, drawers, appliances, packages, bundles, or containers unless they were packed and unpacked by us.
9.4.2 Jewellery, watches, trinkets, precious stones, precious metals, money, deeds, securities, stamps, coins, or similar valuables—unless full details, including value, were disclosed to us in advance and we confirmed our acceptance in writing as per 9.1.
9.4.3 Items with pre-existing defects or inherent weaknesses.
9.4.4 Animals, pets, birds, fish, and their cages or tanks.
9.4.5 Plants.
9.4.6 Refrigerated or frozen food or beverages.
9.5 Except in cases of our negligence, we will not be liable for indirect damages, consequential losses, or costs arising from loss, damage, or failure to deliver goods.
9.6 If we move goods under your explicit instructions, despite our advice against it, and the instructed method is likely to cause damage, we shall not be liable for any resulting damages.
9A. Insurance Option
This section applies only if you have opted for the Insurance Option. If so, the following conditions apply:
9A.1 We will take out and maintain an insurance policy covering the goods, as outlined in the summary of terms provided to you. The insured value of the goods will be determined by the insurer.
9A.2 If loss or damage occurs, we will notify the insurer upon receiving a written request from you to initiate a claim. You must provide all necessary information to us, the insurer, or their appointed agents. We will also share all relevant correspondence related to the claim but are not obligated to initiate or threaten legal action unless agreed in writing.
9A.3 If a claim is successful, we will pay you the portion of the proceeds that relates to your goods, after deducting any outstanding amounts owed to us. Our liability is strictly limited to the sum recovered from the insurer.
9A.4 We do not provide advice on the adequacy of the insurance cover. It is your responsibility to determine whether it is suitable for your needs.
9A.5 Any insurance excess is payable by you.
10. Delays in Transit
10.1 Unless a specific timescale is agreed upon in writing, all arrival and departure times are estimates only. This contract will be considered fulfilled once services are rendered. Any additional services, including storage and delivery, will be at your expense.
We shall not be liable for any delay or failure to perform our obligations if caused by circumstances beyond our reasonable control, including but not limited to adverse weather conditions. In such cases, we will be entitled to a reasonable extension of time. However, if the delay or non-performance continues for more than four (4) weeks, you may terminate this agreement without penalty by providing at least seven (7) days’ written notice.
If the agreement is terminated and we have partially performed any obligations—such as packing services or storage—any incurred charges will be payable at our standard rates. Any payments made will be refunded, subject to our right to deduct applicable costs.
10.2 We shall not be responsible for any costs or charges you incur as a result of the termination of this agreement.
10.2 If we are unable to deliver your goods due keys or any other reason or circumstances beyond our control, we will place them into storage, marking the contract as fulfilled. Any additional services, including storage and redelivery, will be at your expense.
11. Damage to Premises
We shall only be liable for damage to premises resulting from our negligence. Any such damage must be recorded on the delivery receipt and reported to us in writing within seven (7) days, unless an extension is requested and agreed upon in writing.
We shall not be responsible for any damage or loss arising from the property’s design, including but not limited to restrictions related to height, width, or the movement of large items.
12. Time Limits for Claims
We shall not be liable for any loss or damage to goods unless a claim is submitted to us in writing via recorded delivery post or email within seven (7) days of collection by you or delivery by us. This timeframe is a requirement of our insurers. Day one of the seven-day period begins the day after collection or delivery. If you require an extension, you must request it in writing, and it will only be granted if agreed upon by us in writing.
13. Our Rights to Withhold or Dispose of Goods
We have the legal right to withhold or, if necessary, dispose of some or all of your goods if any outstanding charges under this contract remain unpaid. This includes any costs we have incurred on your behalf. Disposal will only occur in accordance with the notice procedure outlined in Clause 16.6.
You will be responsible for any storage charges and related costs incurred while we hold your goods pending payment. These terms and conditions will continue to apply during this period.
14. Sub-Contracting
We reserve the right to sub-contract some or all of the work covered by our quotation without prior notice to you. In such cases, the sub-contractor’s insurance policies will apply.
All terms and conditions of this agreement will remain fully applicable, regardless of sub-contracting.
15. Storage Services
15.1 Goods That Cannot Be Stored
You must not store, nor allow anyone else to store, any of the following items:
- a) Food or perishable goods, unless securely packed to prevent spoilage and vermin attraction.
b) Living creatures, including birds, fish, and animals.
c) Flammable or combustible materials, such as paint, petrol, oil, or cleaning solvents.
d) Firearms, explosives, weapons, or ammunition.
e) Chemicals, radioactive materials, or biological agents.
f) Toxic waste, asbestos, or other hazardous materials.
g) Items emitting fumes, odors, or smells.
h) Illegal substances, items, or goods obtained unlawfully.
i) Compressed gases.
j) Valuables, including bullion, coins, precious stones, or jewellery.
k) Antiques or fine art, unless specifically agreed in writing before storage.
15.2 Storage Fees & Adjustments
- a) We may use our own storage facilities or third-party storage providers.
b) We reserve the right to adjust storage fees by giving written notice. Any revised fees will take effect on the first due date at least 14 days after the date of notice.
c) If you do not agree with the new fee, you may terminate the storage agreement.
d) We will act reasonably when reviewing storage charges.
15.3 Late or Non-Payment of Fees
- a) You must promptly pay all amounts due under this agreement, whether invoiced or not. If payment is late, we may:
Charge interest at 2% above the Bank of England base rate from the due date until full payment is received.
Apply an administrative charge of 10% of the fees or £5 per day, whichever is greater.
Charge an administrative fee of £12 for each dishonoured cheque.
If an invoice is overdue by more than 12 weeks, we will dispose of your goods, and disposal costs will be added to your outstanding balance.
- b) Failure to pay will result in additional rights outlined in Clause 15.4.
15.4 Rights in Case of Late or Non-Payment
If you fail to make prompt payment:
15.4.1We are relieved of any duty regarding your goods, except for loss or damage caused by our negligence. Your goods remain solely at your risk.
Withholding & Access Restrictions: We may:
15.4.2Retain some or all of your goods until full payment is received.
15.4.3 Refuse you or your agents access to the goods, storage unit, or site.
15.4.4 Enter the unit, including breaking any locks, if necessary, to secure the goods.
15.4.5 Remove, sell, retain, or dispose of your goods.
15.5 Disposal Notice: Before disposal, we will notify you in writing via email to your provided address. If payment is not made within seven (7) days of the notice, we will dispose of the goods without further notice.
15.5.1 These rights are in addition to any legal remedies available to us.
15.5.2 Delivery & Collection of Goods
15.5.3 Notice Period: A minimum of one (1) weeks’ notice is required after full cleared payment before goods can be released.
15.5.4 Forwarding Address: You must provide a forwarding address and inform us in writing of any changes. All correspondence will be deemed received seven (7) days after being sent to the last address on record.
15.5.5 We reserve the right to decide how goods are stored, including containerized or conventional storage, unless agreed otherwise in writing.
15.5.6 If we provide an inventory of stored goods, it will be deemed accurate unless you notify us in writing of any errors.
15.5.7 All storage charges must be paid in full, in advance, before goods are released. We have the right to withhold goods until all outstanding charges are settled.
15.5.8 We may give you 14 days’ notice to remove your goods and settle outstanding payments. If you fail to do so, we may sell or dispose of the goods after three (3) months, charging disposal costs to you.
15.5.9 If your payments are current, we will only terminate this agreement by giving you four (4) weeks’ written notice. If you wish to terminate, you must provide at least 14 days’ notice. While we will endeavour to release goods on your requested date, we cannot guarantee specific dates.
15.5.10 If you authorize another party to collect your goods, we may charge a handling fee. Our responsibility for your goods ends upon their release to your representative.
16. Entire Agreement
These Terms and Conditions, together with our quotation and any other agreed terms, constitute the entire agreement between us, superseding any prior verbal discussions.
Any variations to these terms must be mutually agreed upon and confirmed in writing. However, any agreed variation shall not affect the validity or enforceability of the remaining Terms and Conditions.
17. Jurisdiction
This contract shall be governed by the laws of England and Wales if our principal place of business is in England or Wales, or by the laws of Scotland if our principal place of business is in Scotland.