These Terms and Conditions set out the basis on which we provide our removals and man and van services within the United Kingdom. By making a booking, confirming a quotation, paying a deposit or allowing our team to start work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company who requests or uses our removals or man and van services.
Services means any removals, man and van, packing, loading, unloading, transport, delivery, storage assistance or related services we agree to provide.
Goods means the items and personal belongings which are to be packed, moved, transported, or otherwise handled as part of the Services.
Contract means the agreement between us and the Customer for the supply of Services, incorporating these Terms and Conditions and any written quotation or confirmation.
We provide removals and man and van services throughout the United Kingdom, with a focus on local and regional moves, as well as long-distance moves between towns and cities. References to our service area in quotations, correspondence or promotional materials are intended to confirm that the collection and delivery locations are within the United Kingdom, unless otherwise agreed in writing.
3.1 Any quotation provided is based on the information supplied by the Customer, including but not limited to property access, number of rooms, volume or nature of Goods, distance between addresses, parking conditions, and any additional services requested such as packing or furniture dismantling.
3.2 Quotations are usually given as either a fixed price or an hourly rate. The quotation will specify which basis applies, and any minimum charge, travel time, or additional fees will be noted where possible.
3.3 Quotations are valid for a limited period from the date of issue. If the Customer wishes to proceed after the validity period, a new quotation may be required and pricing may change.
3.4 We reserve the right to adjust the price if:
(a) the information supplied by the Customer was incomplete or inaccurate;
(b) access to the property is significantly more difficult than stated, including long carrying distances, restricted parking, stairs, narrow doorways or other obstacles;
(c) the volume or weight of Goods is greater than expected;
(d) additional services are requested on the day of the move; or
(e) there are unexpected delays or waiting times beyond our reasonable control.
4.1 A booking is only confirmed when we have accepted the Customer’s request, provided written confirmation or a booking reference, and where applicable, received any required deposit.
4.2 The Customer must provide accurate details of collection and delivery addresses, dates and times, contact information, parking arrangements, and the nature and quantity of Goods.
4.3 Any changes to the booking, including date, time, addresses or scope of work, must be requested as early as possible. Changes are subject to availability and may affect the price.
4.4 We reserve the right to refuse or cancel any booking where we reasonably believe that the work cannot be carried out safely, lawfully or with the resources available.
5.1 It is the Customer’s responsibility to ensure suitable access for our vehicle and team at both collection and delivery locations. This includes arranging parking permits or permissions where required and notifying us of any access restrictions.
5.2 Any fines, penalties or additional charges incurred due to parking issues, access restrictions or delays directly caused by the Customer or lack of preparation may be added to the final invoice.
5.3 The Customer must ensure that Goods are properly packed, secured and ready for loading, unless a packing service has been agreed. Fragile items must be clearly marked.
5.4 The Customer or their authorised representative should be present at the collection and delivery addresses to direct our team, confirm the Goods to be moved, and check that the work is completed as agreed.
6.1 Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed in writing, payment is due on or before the day of the move, and in any event before the vehicle is unloaded at the delivery address.
6.2 We may require a deposit to secure the booking. The deposit amount and due date will be specified in the quotation or confirmation.
6.3 Payment may be accepted by the methods we state in our correspondence or invoices. All payments must be made in pounds sterling.
6.4 If payment is not received when due, we may suspend or withhold delivery of the Goods until full payment, including any additional charges, has been made. We may also charge interest on overdue amounts at the statutory rate.
6.5 Any additional charges arising during the move, including waiting time, extra labour, extra journeys, packing materials or parking costs, will be added to the final invoice.
7.1 If the Customer wishes to cancel or postpone a booking, notice must be given as early as possible.
7.2 We may apply a cancellation or postponement charge, which will be a reasonable estimate of our costs and loss of opportunity, having regard to the notice given and the nature of the booking.
7.3 As a guideline, cancellations or postponements made with short notice may be charged as follows:
(a) more than 7 days before the scheduled move date: no charge or a nominal administration fee;
(b) 3 to 7 days before the scheduled move date: a percentage of the quoted price;
(c) less than 48 hours before the scheduled move date: up to 100 percent of the quoted price.
7.4 If we need to cancel or rearrange a booking due to circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, staff illness, road closures or other operational issues, we will notify the Customer as soon as reasonably practicable and offer an alternative date or a refund of any deposit paid. We will not be liable for any consequential loss arising from such cancellation or postponement.
8.1 Unless expressly agreed in writing, we do not carry:
(a) hazardous, flammable, explosive or corrosive materials;
(b) illegal items or substances;
(c) perishable goods requiring controlled conditions;
(d) animals or live plants;
(e) high-value items such as jewellery, cash, important documents, antiques or artworks beyond our standard cover.
8.2 The Customer is responsible for ensuring that no such items are included in the Goods. We may refuse to carry any item that we reasonably believe to be unsafe, unlawful or unsuitable.
9.1 We will exercise reasonable care and skill in providing the Services. However, our liability for loss of or damage to Goods is subject to the limitations set out in this clause.
9.2 We will not be liable for:
(a) loss or damage arising from the Customer’s failure to pack Goods properly when packing has not been carried out by us;
(b) loss or damage to fragile or delicate items not adequately protected;
(c) minor cosmetic damage such as scratches or scuffs that are consistent with normal handling, unless caused by our negligence;
(d) loss or damage arising from wear and tear, inherent defects, or pre-existing damage;
(e) loss or damage caused by circumstances beyond our reasonable control, including weather, traffic, or third-party actions.
9.3 Our total liability for loss or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable value per item or per job, having regard to any applicable insurance and the price paid for the Services, unless a higher level of cover is expressly agreed in writing.
9.4 We are not liable for any indirect or consequential loss, including loss of profit, loss of enjoyment, or losses arising from delay, unless otherwise required by law.
9.5 The Customer must notify us in writing of any loss of or damage to Goods as soon as reasonably practicable and in any event within a reasonable period after delivery. We may request evidence, photographs and reasonable access to inspect the damage before considering any claim.
10.1 Any times stated for collection, delivery or completion of the move are estimates only and are not guaranteed, unless expressly agreed in writing.
10.2 We will use reasonable endeavours to adhere to agreed timeframes, but we are not liable for delays caused by traffic conditions, roadworks, accidents, weather, vehicle breakdown, or other events beyond our reasonable control.
10.3 If a delay is caused by the Customer, such as lack of access, waiting for keys or late availability of Goods, additional waiting time or rearrangement charges may apply.
11.1 If packing services have been included, we will use reasonable care to pack Goods using appropriate materials. However, the Customer remains responsible for confirming that all important or fragile items have been identified and appropriately handled.
11.2 Where we agree to dismantle or reassemble furniture or other items, this will be done using reasonable care. We are not responsible for damage arising from defective or previously weakened fittings, or from the design or condition of the item.
12.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal service and will only remove items as part of an agreed removal or clearance service.
12.2 We will not carry or dispose of hazardous, controlled or prohibited waste. The Customer is responsible for ensuring that no such materials are included in the Goods.
12.3 Where we agree to remove unwanted items for disposal or recycling, we will use licensed facilities or responsible methods in line with relevant regulations. Additional charges may apply for disposal and recycling services, particularly for bulky items, electrical goods or items requiring special treatment.
12.4 Fly tipping or unlawful disposal is strictly prohibited. We reserve the right to refuse any request which may involve breach of environmental or waste regulations.
13.1 We maintain appropriate business insurance for our removals and man and van operations in the United Kingdom. Details of cover can be provided on request.
13.2 Our insurance is subject to policy terms, conditions and exclusions. It is the Customer’s responsibility to obtain additional insurance for high-value items or where a higher level of cover is required.
14.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with our team as soon as possible so that we have an opportunity to put matters right.
14.2 Formal complaints should be set out in writing, providing details of the booking, the issues experienced, and any loss or damage claimed.
14.3 We will investigate complaints fairly and promptly. If a resolution cannot be reached, either party may seek assistance from a suitable alternative dispute resolution body or pursue legal remedies.
15.1 We collect and process personal information for the purposes of providing our Services, including handling enquiries, managing bookings, processing payments and communicating with Customers.
15.2 We will take reasonable steps to protect personal data and will not share it with third parties except as necessary to deliver the Services, comply with legal obligations, or with the Customer’s consent.
16.1 We reserve the right to amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Contract.
16.2 Any variation to these Terms and Conditions must be agreed in writing and signed or clearly accepted by both parties.
17.1 These Terms and Conditions, and any Contract for the provision of Services, are governed by and construed in accordance with the laws of England and Wales.
17.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Services or these Terms and Conditions, including any non-contractual disputes or claims.
By using our removals and man and van services within the United Kingdom, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
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