These Conditions set out the rights and obligations of the Remover / The Removals Company (we-us-our) and the customer (you-your). These Terms and Conditions can only be changed with the prior written agreement of both the remover and the customer.

Quotation

1.0   Our quotation is an inclusive price.

Amendments

2.0   We reserve the right to amend the price stated in the quotation to take account of changes of circumstances which were not taken into account when preparing our quotation and are confirmed to us in writing. Such factors may include the following:

2.1  Where the work is not carried out within 3 months of the date stated in the quotation.

2.2  Increased costs resulting from currency fluctuations or changes in taxation, freight charges or increased road fuel prices.

2.3  We have to collect or deliver goods at your request to above ground and first floor and were not made aware of this at time of quotation.

2.4  We supply any additional services to our agreement set out in writing. 

2.5  The work is carried out outside normal working hours ( 8.00 am to 6.30 pm ) at your request after the quotation is given.

2.6 Where the quotation has been prepared on the basis of information provided by you (whether verbally, in writing, by video survey or otherwise) and such information is incomplete or inaccurate, or where the volume, weight, nature or quantity of goods differs from that stated or reasonably assumed at the time of quotation, or where additional goods or services are required that were not included in the original quotation.

2.7  We are unable to access the collection or delivery point or such access is inadequate or inappropriate for our vehicles. If access is not possible then we may offer the alternative for you to hire at your expense a smaller vehicle. We will then tranship the load piece-meal and will charge for the extra time needed on a pro rata basis. If our driver is required to drive the hired vehicle then all insurance cover for the vehicle and goods carried must be organised and paid for by yourselves.

2.8  We have to pay parking or parking penalty charges.

2.9  There are delays or events outside our control which increase the cost or resources required to complete the work.

2.10  Our quotation does not constitute a contract and accordingly there is no contact between us until you have returned the ‘Acceptance’ form duly signed and dated with the appropriate deposit paid and we have confirmed receipt of such form. The contract will then be on these Terms and Conditions.

Additional Work

3.0   Unless otherwise agreed in writing the following is not included in the quotation.

3.1  Dismantling or assembly of units including flatpack.

3.2  Disconnecting, reconnecting, dismantling or reassembling any appliances, fixtures, fittings or equipment.

3.3  Taking up or removal of fitted floor coverings.

3.4  The movement of any item or items which our staff reasonably believe they cannot move safely,  whether due to its nature or position. As per Health and Safety guidelines, we may decline to move/carry any packed box which weighs over 25kg.

3.5  You are recommended to make arrangements for any such work to be provided for separately.

3.6  If you have requested and paid for a dismantling and/or reassembling service it is on the express understanding that as we are dealing with previously erected goods, whilst all care will be taken, we will not be liable for any damage howsoever caused.

3.7  When dealing with bed slats the plastic retainers can become brittle over time and we cannot be held responsible for breakages.

3.8 As per our insurance policy, customers are not allowed to travel in any of our vehicles. 

3.9 The following items are not included within a standard quotation and must be specifically declared by you prior to the preparation of the quotation: pianos (including upright and grand), safes, gun cabinets, antiques, works of art, mirrors, marble, stone or granite items, American-style or double-door refrigerators, range cookers, large or commercial appliances, pool tables, large gym equipment, panes of glass, IT and computer equipment, servers, network cabinets, photocopiers, specialist audio-visual equipment, garden statues, fountains, large planters, greenhouse glass, sheds, summerhouses, and any other items requiring specialist handling, lifting equipment, dismantling, additional manpower or professional packing. Such items require specialist resources, equipment and/or expertise and will be quoted for separately outside of the standard quotation, unless agreed in writing. Unless expressly agreed in writing, we shall not be liable for loss of or damage to such items where professional packing, preparation or specialist handling has not been provided by us. Failure to declare such items in advance may result in amendment of the quotation or refusal to move such items on the day of removal.

Your Responsibilities

4.0  You must

4.1  Declare in writing to us the value of the goods being removed and/or stored (unless you elect for our liability to be limited to £50 per item as set out in clause 9.0)

4.2  Obtain at your own expense all permissions, consents, licences, permits or customs documents required for the removal of the goods.

4.3  Be present either personally or through an authorised representative during the collection and delivery process.

4.4  Prepare and stabilise all appliances prior to their removal.

4.5  Take reasonable precautions to prevent the unauthorised removal of goods not belonging to you and check to ensure that all your goods are duly removed.

4.6  Provide proper protection for goods left unattended or in unoccupied premises.

4.7 It is your responsibility to ensure that all goods will fit into the final destination property. The Removal Company will not be held responsible if goods will not fit, either through access issues or due to the volume of goods.

4.8  Empty, defrost and clean refrigerators and freezing equipment.

4.9  In addition you must provide us with contact details during the removal process including transit and/or storage of goods to the point of delivery.

4.10  We will not be liable for any loss, damage, cost or additional expense that may occur as a result of your failure to fulfil these obligations unless by reason of our own negligence or breach of contract.

4.11 No employees will cross any ground that is muddy, waterlogged or in any condition that would affect the ability of the crew to remain in a clean, tidy and professional appearance.

4.12 If we have agreed to access a loft it must have a suitable ladder/steps and be fully boarded and adequately lit.

4.13 You must ensure that all access points, including entrances, stairways, corridors, lifts and parking areas, are clear, safe and suitable for the removal of goods and for the operation of our vehicles and equipment.

4.14 You are responsible for ensuring that suitable parking is available at both the collection and delivery addresses. Any parking charges, permits, suspensions, fines or penalties incurred because of inadequate or unavailable parking shall be borne by you.

4.15 You must ensure that all necessary keys, security codes, access permissions and authorisations are available at the time of collection and delivery. We shall not be responsible for delays, additional costs or storage charges arising from failure to provide access.

4.16 You must notify us in advance of any restrictions that may affect access or loading, including but not limited to narrow roads, weight restrictions, low bridges, stair-only access, basements, lofts, long carry distances, or restrictions imposed by landlords, managing agents or local authorities. We reserve the right to park our vehicles at a reasonable distance from any collection or delivery address where necessary to preserve the condition and safety of our vehicles, including where access is restricted or obstructed by plants, landscaping, man-made objects, parked vehicles or any other physical obstruction.

4.17 You are responsible for ensuring that utilities, lifts and building services required for the move are operational on the day of removal. We shall not be liable for delays or additional costs caused by lift breakdowns, power failures or restricted access beyond our control.

4.18 Where goods are to be moved from or delivered to shared premises, apartment blocks or commercial buildings, you must obtain any required permissions, bookings or approvals and comply with all site rules and regulations.

4.19 You acknowledge that we shall not be responsible for delays, losses or additional expenses arising from the actions or inactions of third parties, including but not limited to solicitors, estate agents, landlords, building managers or property chains.

Ownership of Goods

5.0  You confirm to us that the goods being removed are your property or that you have the authority of the owner to enter into this contract in relation to the removal of the goods and storage thereof.

5.1  You undertake to indemnify us for any claims and keep us indemnified against any claims resulting from any breach by you of clause 5.

5.2 All packing materials supplied by us, including but not limited to boxes, cartons, wrapping materials and protective coverings, remain our property unless otherwise agreed in writing. Ownership of such materials shall only pass to you where they have been paid for in full as part of the agreed charges.

Excluded Goods

6.0  Unless expressly agreed by us in writing prior to the preparation of the quotation, the following goods are excluded from this contract and will not be removed, transported or stored by us, including but not limited to: hazardous, flammable or explosive items (including gas bottles, aerosols, paints, solvents, fuels, oils and chemicals); lithium-ion batteries and battery-powered mobility or transport devices (including e-bikes, e-scooters, hoverboards and large power banks); firearms, weapons, ammunition and associated components; illegal, stolen or prohibited goods, drugs and pornographic material; perishable, refrigerated or frozen food and drink or goods requiring a controlled environment; animals, birds, fish, livestock and their tanks or cages; items likely to encourage infestation or contamination; cash, jewellery, watches, precious stones or metals, coins, deeds, bonds, securities, stamps or collections of a similar nature; data-bearing items including computers, servers, hard drives and storage media; items requiring licences, permits or government consent for transport, import or export; waste materials including clinical or biohazard waste; and any items of exceptional risk or value requiring specialist insurance not held by us. Any agreement by us to handle such goods shall be subject to additional terms, charges and limitations of liability as confirmed in writing. Where excluded goods are presented for removal without our prior knowledge or agreement, we reserve the right to refuse to move such goods or to take reasonable steps for their safe handling, storage or disposal at your risk and expense, and you shall indemnify us against any loss, damage, cost or liability arising as a result.

6.1  If we do agree to remove any such goods we will not accept any liability for loss or damage unless we are negligent or in breach of contract. If you submit any such goods without our knowledge, we will make them available for your collection and if you do not collect such goods within a reasonable time, we reserve the right to take further steps in relation to the disposal of any such goods. You must indemnify us against any additional charges, expenses, damages, costs or claims incurred by us as a result.

6.2 We accept no liability for any garden furniture, pots, plants etc due to the nature of weathering that can make such items unstable and brittle. 

Postponement and Cancellation

7.0 If the removal or any part of the agreed services is postponed or cancelled by you, we reserve the right to make a charge to reflect the notice given, resources allocated, and costs incurred. Cancellation and postponement charges shall apply in accordance with the timescales and terms set out below. Any deposit paid will be applied towards these charges. The charges are as follows and are applicable to working days only:

7.1  More than 7 days before booked date = £50 administrative charge.

7.2  Between 3 and 7 days before booked date = up to and not more than 50% of the removal charge.

7.3   Less than 3 days before the booked date = the full amount.

7.3 (b) Where a removal has been quoted on an hourly rate basis and we have not been paid in advance, and the booking is cancelled by you within seventy two (72) hours of the scheduled removal date/time, the following cancellation charges shall apply: £70 where one remover and one vehicle have been booked, £90 where two removers and one vehicle have been booked, £110 where three removers and one vehicle have been booked, £120 where two removers and two vehicles have been booked, £140 where three removers and two vehicles have been booked, £160 where four removers and two vehicles have been booked. For the avoidance of doubt, each additional vehicle booked shall incur an additional charge of £30, and each additional remover booked shall incur an additional charge of £20.

7.4   For this purpose working days include Mondays to Fridays other than public holidays.

7.5  If cancellation is with more than 7 days’ notice and a deposit has been paid and/or boxes delivered, then we will make a nominal charge to cover the cost of delivery/collection/ cancellation .

7.6 If commencement of unloading is delayed due to key waiting then the following may apply.

The unloading crew will not unload if it would mean unloading cannot be completed by 7.30 pm. The usual calculation for unloading is two thirds of the loading time. We may alter this at our discretion. Otherwise, the goods will be unloaded at the next opportunity and the extra costs to be borne by the customer.

7.7 If key exchange does not happen on the removal day after we have loaded then we will arrange storage for your goods at your cost. We will then reorganise your re-delivery at the same cost to you of the original booked move.

7.8 Waiting Time - applies to fixed price jobs only.  When we assess your move, we endeavour to include in our calculations the time required for your move without accounting for unforeseen delays (such as a wait for keys or adverse weather or traffic conditions). In most cases when buying and selling a property we will get access to commence unloading to the new property by 2.00 pm. If, however, we must wait until after 2.00 pm then we will levy a charge of £20.00 per crew member per hour; this is charged in half-hourly increments; 10 minutes in to the next increment is categorised as eligible for charge. If we arrive after 2.00 pm then charges will commence from our arrival time. By agreeing to our T&Cs it will be taken that you understand and accept this waiting time charge and agree to pay it as part of the final bill, unless expressly agreed as otherwise, in writing by a Director. 

Payment

8.0 All charges must be paid by you in cleared funds in accordance with the agreed payment terms and prior to commencement of the removal unless otherwise agreed by us in writing. We reserve the right to withhold, suspend or delay collection, delivery or unloading of goods until payment has been received in full.

8.1  You must not withhold any part of the agreed price.

8.2  We reserve the right to charge interest on overdue amounts at a rate of 8% per annum above the Bank of England base rate, calculated on a daily basis from the due date until payment is received in full.

8.3  Payment terms may only be varied with our written agreement in advance.

Our Liability for Loss or Damage

9.0  Our liability for loss of or damage to your goods arising from our negligence or breach of contract or otherwise under common law shall be limited to the value declared to us by you in accordance with Clause 4.1, or £20,000, whichever is the lesser. Where no value has been declared, or where you elect for our liability to be limited, our maximum liability shall be £50 per item, such item being defined as any one article, suite, pair, set, complete case, package, carton or other container. These limits of liability may affect the quotation. Nothing in this contract shall exclude or limit liability where such exclusion or limitation is prohibited by law.

9.1 We are not liable on a ‘new for old‘ basis for any lost or damaged goods.      

9.2  We shall not be liable to the extent that loss or damage is caused or contributed to by moving goods under your express instructions against our advice and in a manner that is likely to cause damage.

9.3  You must notify us as soon as possible of any damage to premises and to goods for removal

9.4  We may offer at an extra charge of £2.00 per £1,000 cover as ‘extended liability’.

Extended Liability must be agreed prior to the move and will cover as standard goods up to the value you request. With this cover a valuation must be given by yourself on the ‘Acceptance’ form. We recommend this option as giving you the most comprehensive cover. Where a customer fails to confirm their chosen level of cover after being invited or requested to do so, the booking will automatically proceed under our Limited Liability Cover only, as set out in these Terms & Conditions. By proceeding with the booking without confirming an enhanced level of insurance cover, the customer acknowledges and agrees that no enhanced or additional insurance protection will apply to the move and that our liability will be limited strictly to the terms of the Limited Liability Cover contained within these Terms & Conditions. The customer further accepts that the opportunity to select enhanced insurance was provided prior to the move and that failure to do so constitutes acceptance of the Limited Liability Cover as the sole applicable protection.

9.5   We shall not be liable for damage to flat pack units that we are asked to move in their completed state.

9.6  We shall not be liable for scuffs or other removal marks to soft furnishings and/or mattresses that are not protected or that we have not been requested to supply and fit such coverings and protection to.

9.7 We shall not be liable for loss, damage or in any way unable to fulfil our contract with you for the following.

Act of war (whether declared or not) foreign or UK hostilities, civil war, terrorism, act of God including adverse weather, pandemics, or any other event that is deemed to be beyond our reasonable control.

9.8 If the move is cancelled as per 9.7 then cancellation fees will remain as 7.0 and the move will be completed on the next suitable day at the original cost.

Excluded Risks

10.0  We shall not be liable for loss, damage, delay or failure to perform our obligations where such loss or damage arises from risks excluded under this section, inherent defects in the goods, or circumstances beyond our reasonable control, except to the extent caused by our negligence or breach of contract, to the following:

10.1  Loss or damage to cars or other motor vehicles unless carried in an enclosed vehicle or trailer specially constructed for the purpose.

10.2  Electrical and mechanical derangement, unless shown to be as a result of physical external damage to the item concerned or as a result of fire, flood, collision or overturning of road vehicle or other conveyance.

10.3  Breakage, scratching, denting, chipping, staining and tearing of items packed by you including trunks, suitcases and the like unless reasonably attributed to physical damage to such items caused by collision or overturning of road vehicle or other conveyance. To reiterate and clarify: Self packed items are not covered.

10.4  This policy shall also exclude claims for missing items unless an inventory that includes such items is supplied by you and approved by us prior to the move.

10.5  Loss or damage which occurs prior to collection or packing by us or after delivery or unpacking by us.

10.6  Loss or damage to jewellery, watches, trinkets, precious stones, precious metals, coins, money, deeds, bonds, securities and stamps or collections of a similar kind.

10.7  Loss or damage caused by wear and tear, general deuteriation, warping or shrinkage, moth or vermin unless it can be reasonably demonstrated that such loss or damage arose as a result of our actions or failings.

10.8  Any consequential loss.

10.9  Loss or damage to refrigerated or frozen food and/or drink, plants, house plants, brittle objects, items with inherent defects howsoever caused and/or goods likely to encourage vermin and other pests to cause infection. Outdoor and garden pots and containers are specifically excluded from any cover.

10.9  Prohibited or stolen goods, drugs, potentially dangerous, damaging or explosive items including gas bottles, aerosols, paints, firearms and/or ammunition.

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

10.12  Mysterious disappearance of customers goods in transit unless evidence (inventory) can be provided to prove beyond reasonable doubt that the loss is soley attributable to the dishonest actions of an employee.

10.13  None of our employees will incur any liability to you.

10.14  If the value of your goods in store or in transit is, at the time of loss or damage, collectively of greater value than the value declared, then you will bear the equivalent proportion of the claim in the same ratio as the actual value exceeds the declared value.

10.15  Our liability is limited to the reasonable cost of repair and no claim will be considered in respect of any depreciation in value of any item as a result of such repair.

10.16  Where any item consists of items in a pair or set, we will not pay more than the value of any particular part or parts which may be lost or damaged, without reference to any special value which such part or parts may have as part of a pair or set, nor more than a proportionate part of the declared value of the pair or set.

Delays In transit

11.0  All times for arrival, loading, transit and delivery are estimates only unless a specific timetable has been expressly agreed in writing. We shall not be liable for delays caused by traffic conditions, weather, roadworks, mechanical breakdowns, access restrictions or other matters beyond our reasonable control.

11.1 If a specific timetable is agreed in writing between us and any delay within our reasonable control occurs, we will pay for your reasonable expenses resulting from our failure to keep to the agreed written timetable. If through no fault of ours we are unable to deliver your goods and take them into storage, then any additional storage charges and delivery charges incurred as a result will be at your expense.

11.2 HGV drivers are restricted in their daily working hours, and all workers must abide by WTD hours restrictions. Therefore the following will apply.

All moves undertaken by, though not exclusive to, an HGV, will be subject to completing the move over two days if the distance between properties is deemed to be too great to complete and return to base in one day within the maximum allowed working hours.

Time Limit For Making a Claim

12.0  You must notify us of any loss or damage within 7 days of the collection of goods by you or their delivery by us to their destination unless we agree in writing to an extension of this time limit. If you fail to make a notification to us of such loss or damage within this time scale we will not be liable.

Withholding or Disposal of the Goods

13.0  We shall have a lien over the goods and the right to withhold delivery and/or ultimately dispose of some or all of the goods until all charges and monies due to us have been paid in full. Any costs incurred in exercising these rights, including storage, handling and disposal costs, shall be payable by you.

Subcontracting

14.0  We reserve the right to sub –contract part or all of the work provided for under this agreement in which case these Terms and Conditions will continue to apply in full.

Applicable Law

15.0  These Terms and Conditions are subject to the Law of England and Wales.

Whole Agreement

16.0  These Terms and Conditions, together with our quotation, form the entire agreement between us and supersede all prior discussions, correspondence, representations or agreements, whether oral or written. No variation to this agreement shall be effective unless agreed in writing by both parties. If any provision of these Terms and Conditions is held to be invalid, illegal or unenforceable, such provision shall be severed and the remaining provisions shall remain in full force and effect.

17.1 We may terminate this contract on three months’ notice in writing or after three months following the quotation date. If you wish to terminate this agreement whilst your goods are in our storage you must give at least 10 working days’ notice in writing. You remain liable for charges for storage up to the date of release of the goods to you.