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Terms and Conditions


These conditions set out the terms of the contract between the Removal company Contractor (“the Contractor”) and you (“the Customer”) and explain your rights and obligations and responsibilities and those of the Contractor.


In Clauses 9, 11and 12 We set out Our liability to You for loss and damage to Your goods and premises. Please read these clauses carefully.


  1. Interpretation


1.1   Any reference in these conditions to “we” or “us” is a reference to the Contractor.

Any reference in these conditions to “you” is a reference to the Customer.

Any reference to “Insurance Option” is to the Insurance Option set out in Clause 9A.

“Goods” means the goods being removed and/or stored.


  1. Quotations


2.1      Our quotations are based on a home visit should anything be added to the entirely that is not stated on the day then we will charge you a set rate for added items if they can be accommodated with the vehicle[s you have booked.


2.2       Although we quote a fixed price we reserve the right to amend it or make additional charges if any of the following have not been taken into account when preparing the quotation:-


2.2.1    If due to any circumstances the removal hasn’t taken place within one month we may request to do a reassessment to ensure the over amount hasn’t changed.


2.2.2    Your quotation may increase if the destination property has any extra floors above 1st floor that hasn’t been stated at the quotation stage.


2.2.3     We have to collect or deliver Goods above the first upper floor


2.2.4   We supply any additional services


2.2.5    There are delays outside our reasonable control in which event we will make additional charges calculated in accordance with our standard rates applicable at the time.


2.2.6   Access to the collection or delivery point is inadequate or the approach is unsuitable for our vehicles.


2.2.7    Any parking or other fees or charges that we have to incur and pay in order to carry out the services you require. In all these circumstances you will be responsible for the extra charges.


2.3     We will add extra charges if the customer requires extra drops or pick ups that we we’re not aware of at the quotation stage.


2.4       Our quotation is not a guarantee that we will have any vehicles available the process we use to book jobs is a first confirmed first booked approach. Meaning if your removal is not 100% confirmed by exchange we will not take a booking fee and should another customer who we have quoted exchanges and requires that date they will therefore get priority as confirmed booking..


2.5  The entrance or exit to the premises, stairs, lifts, or doorways are inadequate for free movement of the  goods without mechanical equipment or structural alteration, or the approach, road or drive is unsuitable for our vehicles and/or containers to load and/or unload within 20 meters of the doorway.


  1. Work excluded from our quotations


Unless previously agreed in writing we will not: –


3.1    Dismantle or assemble unit-furniture (flat-pack), fittings or fitments (and in any event these works will not be covered by any insurance provided.)


3.2    Disconnect or reconnect appliances, fittings or equipment.


3.3    Remove or lay fitted floor coverings.


3.4    Take down or re-hang curtains, blinds or other window coverings.


3.5   Move night storage heaters unless they are dismantled.


3.6   Move or store any items excluded under Clause 4.


  • Move any item or items which our removal crew reasonably believe they cannot move safely or the removal of which may damage the item or items in question or its or their surroundings.
  • Clear driveways or other access areas (at either collection or delivery address) from snow or ice or other materials.


  1. Excluded Property


The following items are specifically excluded from this contract and will not be removed: –


4.1       Jewellery, watches, trinkets, precious stones, money, deeds, securities, stamps, coins, or goods or collections of a similar kind.


4.2   Potentially dangerous, damaging or any kind of explosive items.


4.3   Goods likely to encourage vermin or other pests or to cause infection.


4.4  Refrigerated or frozen food or drink.


4.5   Any animals and their cages or tanks including pets, birds or fish.


4.6   Cars, boats and caravans.


4.7   Furs, perfumery, wines, spirits, tobacco, cigars, cigarettes, foodstuffs or perishable goods.

Such goods will not be removed by us except without prior written agreement. If you submit such goods without our knowledge and prior written agreement we will not be liable for any loss or damage except when death or injury is caused by our negligence or that of our employees or agents and you will indemnify us against any charges, expenses, damages or penalties claimed against us by third parties. In addition we shall be entitled to dispose of (without notice) any such goods which are listed under paragraphs 4.2, 4.3, 4.4, 4.5, & 4.7.


4.8   Breakage of owner packed property unless the box or container shows signs of external damage.


  1. Customer’s responsibility


It is your sole responsibility to:-


5.1    Declare to us the proper value of the Goods.


5.2    Obtain at your expense all documents necessary for the removal to be completed.


5.3       Be present yourself or appoint a representative at the departure and destination points to ensure that nothing is removed or left in error or is left in the wrong room.


5.4    We will disconnect washing machines and reconnect at the destination as long as the required fittings are available however this is a courtesy and is not covered in anyway regarding any water leakage at the water or drainage point . Please be aware that any damage to any floor coverings including laminate and lino are also at the customer discretion and not covered also.


5.5  Pay for any parking or meter suspension charges incurred by us in carrying out the work unless otherwise agreed in writing.


5.6  Ensure that the fridge freezer, deep freezers are defrosted before transportation and not switched on straight away, the recommended time to switch on these appliances is 24 hours after delivery. We do not pack and / or transport refrigerated or frozen contents.


5.7   TV’s are only covered if in original box and only up to one claim of  £250 maximum per removal. We as a removal company will supply protection to limit the risk of damage for the customer.

 5.8 Any flat packed furniture that has been disassembled by the customer must have all fixtures and fittings removed any scratching or marking arisen from any fittings being left is not covered by us or our insurance.

5.8    Other than by reason of our negligence or breach of contract, we will not be liable for any loss or damage, costs or additional charges that may arise from failure to discharge these responsibilities.




  1. Ownership of the Goods


By entering into this contract you confirm to us that:-

6.1   The Goods are your own property; or


6.2  You have the authority of the owner of the property to make this contract in respect of the Goods.

You will be responsible to pay for any claim for damages and/or costs against either of the above if this proves to be untrue.


  1. Booking fees and cancellation


7.1   The required booking fee stated by us must be paid by transfer before your booking is confirmed. The booking fee covers the date only and is not transferable to another date.

The booking fee comes off of your removal total that’s been quoted as long as the move goes ahead.


7.2  If any cancellation occurs on the day the work starts or at any time after the work commences 100% of our charges are still applicable  .



  1. Payment of Removal Charges


The payment requires a bank transfer for the booking fee and the remainder is cash on completion only . Should the customer want to pay the full balance by transfer this must be done 24 hours prior to the removal commencing.


  1. Our liability for loss or damage


9.1       In the event that we lose or damage your Goods, if we are liable, we will pay you up to a maximum of £50.00 sterling for each item which is lost or damaged, to cover the cost of repairing or replacing that item. In this respect an item is defined as any one article, suite, pair, set, complete case, package, carton or other container.


9.2       We may choose to repair or replace the damaged or lost item. However if we choose to repair the item we will not be liable for any depreciation in value.


9.3      Other than because of our negligence, we will not be liable for any loss, damage or failure   to deliver the Goods if it is caused by any of the following circumstances:


9.3.1   Fire howsoever caused.


9.3.2    War, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war,     terrorism, rebellion and/or military coup, Act of God, industrial action or other such events outside our reasonable control.


9.3.3    Normal wear and tear, natural or gradual deterioration, leakage or evaporation or from perishable    or unstable Goods. This includes Goods left within furniture or appliances.


9.3.4  Cleaning, repairing or restoring unless we did the work.


9.3.5   Moth or vermin or similar infestation.


9.3.6    Electrical or mechanical derangement to any appliance, instrument or equipment unless there is evidence of external impact.


9.4      Additionally we will not be liable for any loss of or damage to:


9.4.1   Any Goods in wardrobes, drawers or appliances, or in a package, bundle, case or other container.


  • Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or goods or collections of a similar kind, unless you have previously given us full information including value, and we have confirmed in writing that we will accept responsibility in accordance with 9.1 above.


  • Goods which have a relevant proven defect or are inherently defective.



9.4.4   Animals and their cages or tanks including pets, birds or fish.


9.4.5   Plants.


9.4.6  Refrigerated or frozen food or drink.


Other than because of our negligence, we will not be liable for damages or costs resulting indirectly from, or as a consequence of loss, damage, or failure to deliver the Goods.

9.5     Wear and tear, gradual deterioration, scratching, bruising or denting;


9.6    Loss or damage of motor vehicles / goods / furniture caused by scratching, denting and marring. Most of items we move are not brand new and it is not possible to make a note of scratches or the current condition of every item which is the reason why scratches are not covered in the insurance .


10  Waiting times and charges

 10.1 we do not charge extra for any waiting time between the time it takes for the keys to the new property to be released .


  1. Damage to premises


We shall only be liable for damage to premises caused by our negligence. Any damages to premises must be noted on the delivery receipt and confirmed in writing to us within seven days unless you request a reasonable extension which we agree in writing. Because third party contractors or others are frequently present at the time of collection or delivery it is not always possible to

Establish who was responsible for loss or damage. If We are negligent or in breach of contract or otherwise responsible for causing loss or damage to Your premises We will pay You either;

A: the cost of repairing the damaged area to a maximum limit of £75; or

B :up to a maximum of £75 on each premises.

10.1 when we see a problem arise regarding getting a item into area where it may only just go but may cause marking or damage we will inform you so you can decide if you want it to be forced or not. Should you agree for us to force a item we will not be liable for any damage arising from that act .


  1. Time limits for claims


We will not be liable for any loss or damage to any goods unless any claim for loss or damage is notified to us in writing by recorded delivery post or email WITHIN SEVEN DAYS (this is a requirement of insurers) of either their collection by you or delivery by us to their destination, unless you request a reasonable extension which we agree in writing.  Day one of seven to start the day after either their collection by you or delivery by us to their destination.

13 disputes Our rights to withhold or dispose of Goods

 We have a legal right to withhold or (subject to complying with the notice procedure in condition 16.6) ultimately dispose of some or all of the Goods until you have paid all our charges and other payments due under this contract. These include any charges that we have paid out on your behalf. While we hold the Goods and wait for payment you will be liable to pay all storage charges and other costs incurred as a result of our withholding your Goods and these terms and conditions will continue to apply.



13.1     If there is a dispute arising from this agreement which cannot be resolved either you or we may refer it to the Conciliation Service provided by our insurer’s.



  1. Whole agreement


These Terms and Conditions together with our quotation are intended to form the whole agreement between us and to prevail over any verbal discussions. Should we mutually agree to any variation of these terms such variation should be confirmed in writing. Any variation however agreed shall never invalidate the remainder of these Terms and Conditions. By paying the required booking fee you are agreeing that you accept the above terms and conditions .


  1. Jurisdiction

This contract is subject to the laws of England and Wales if our principal place of business is situated in England or Wales, or to the laws of Scotland if our principal place of business is situated in Scotland.