Our Terms & Conditions

1. Quotation & Acceptance

1.1 All quotations remain valid for 30 days unless stated otherwise.

1.2 Your booking is considered acceptance of the quotation and these Terms.

1.3 Quotations are based on the information provided by you. Prices may change if:

• The move differs from the details supplied
• Additional services are required
• Access is more restricted than described
• Parking, tolls or congestion costs apply
• The move is delayed beyond 3 months from acceptance
• The move takes place on weekends or Bank Holidays without prior agreement

1.4 If the actual volume of goods, access conditions or service requirements differ from what was declared, additional charges may be applied to reflect the extra time, labour or equipment required.

1.5 If additional charges cannot be agreed on the day, we will complete only the level of work originally quoted.

2. Services Not Included (Unless Agreed in Writing)

Unless confirmed in writing beforehand, our quotation does not include:

• Disconnecting or reconnecting appliances
• Dismantling or assembling furniture
• Removing or laying carpets or floor coverings
• Moving items from lofts or cellars unless safe access and lighting are provided
• Moving prohibited, dangerous or restricted items (see Section 3)

Key Wait Policy

If keys are not released by 2:00pm, a 30-minute grace period is provided. After 2:30pm, waiting charges apply:

• £80 + VAT per hour (two staff)
• £100 + VAT per hour (three staff)

A Key Wait Waiver may be purchased on move day, delaying charges until 4:00pm. After 4:30pm, standard waiting rates apply.

3. Restricted Items

The following cannot be moved unless specifically agreed in writing:

• Jewellery, watches, precious metals or stones
• Money, deeds, securities, stamp or coin collections
• Firearms, ammunition, gas bottles, hazardous liquids or chemicals
• Illegal or stolen goods
• Plants or items that may carry pests
• Animals, birds, fish, tanks or cages

If unsure, you must request approval before move day.

4. Ownership of Goods

By entering into this contract, you confirm:

• You are the owner of the goods, or
• You have permission from the owner(s) to enter into this contract

You agree to indemnify us against any claims arising if this declaration is false.

5. Price & Payment

5.1 Prices are stated in the quotation or booking confirmation.

5.2 Payment must be made in full and in cleared funds prior to the move date, unless otherwise agreed.

5.3 Moves may be postponed if payment is not received.

5.4 Cancellation fees (Section 7) may apply.

5.5 Payment methods accepted will be confirmed during booking.

6. Removal Date

6.1 The agreed move date forms part of the contract. Changes may result in additional charges.

6.2 Risk transfers to the customer once goods are delivered to the destination address.

7. Postponement or Cancellation

If you postpone or cancel your move, charges apply based on notice given:

• More than 14 working days: No charge
• Between 7 and 14 working days: No charge
• Less than 5 working days: £300 fee
• Within 2 working days: 50% of invoice value
• On the move day: 100% of invoice value

Requests must be made in writing.

8. Customer Responsibilities

You agree to:

• Provide accurate information when requesting a quotation
• Ensure adequate parking, permits or access arrangements are made
• Inform us of any items requiring special handling or care
• Allow our staff to work safely and without obstruction
• Ensure goods are properly packed if you pack them yourself
• Ensure fragile items (e.g. TVs, mirrors, artwork) are sufficiently protected if not packed by us

If you choose not to follow recommendations (e.g. dismantling large furniture), items are moved at your own risk.

Reporting Damage

Any damage must be reported in writing within 7 working days with supporting photographs.

9. Limitation of Liability

9.1 We do not exclude liability for death or personal injury caused by our negligence.

9.2 Our liability for loss or damage to goods is limited to the value stated in your Goods in Transit insurance.

9.3 We are not liable for:

• Owner-packed items
• Damage arising from pre-existing defects
• Indirect or consequential loss
• Delays caused by circumstances outside our control

Our responsibility ends once the move is completed and signed off, or after 7 days if no issues are raised.

10. Right to Withhold Goods

We may hold or store your goods until any outstanding charges are paid in full. Storage fees may apply.

11. Storage Services

If goods are placed into storage:

• You must provide up-to-date contact details
• Storage charges must be paid on time
• After 28 days of non-payment with no contact, goods may be sold or disposed of to recover outstanding balances

Insurance for goods in storage will be confirmed at the time of booking.

12. Force Majeure

We are not liable for delays caused by events beyond our control, including natural disasters, extreme weather, strikes, road closures, accidents or other unforeseen circumstances.

13. Severance

If any clause within these Terms is found invalid or unenforceable, the remainder shall continue in full effect.

14. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the English courts.

If you have any questions about these Terms, please contact our office for clarification prior to booking your move.