Terms & Conditions of Contract

- The legal bit -

Effective date: 29 September 2025
Company: Painless Removals LTD ("we", "us", "our")
Client: The person(s) or company engaging our services ("you", "your")

These conditions explain the rights, obligations and responsibilities of all parties to this Agreement. In Clauses 6, 14, 15, and 16 we limit or exclude our liability for loss and damage. We can extend our liability on request (see Clause 6). Any variation to these terms must be agreed in writing and signed by a director.

1. Definitions

• Quotation: Our written estimate of costs for your removal and/or storage.

• Goods: All furniture and effects to be moved and/or stored.

• Services: All work we undertake for you including packing, removal, delivery, and storage.

• Agreement: The contract formed by your signed acceptance of our quotation together with these conditions and any schedules.

• Subcontractor: Any person or company (not our employee) engaged by us to perform any part of the Services.

• Working Days: Monday–Friday excluding public holidays.

• Lien: Our legal right to hold your Goods until all charges are paid.

• Force Majeure: An event beyond reasonable control (examples include severe weather, strikes, war, terrorism, epidemic, acts of government, etc.).

2. Quotation

2.1 Quotations are valid for 30 days and assume normal working hours (08:00–18:00, Mon–Fri) unless stated otherwise.
2.2 Quotations exclude (unless expressly included): cancellation/postponement waivers, government fees, customs charges, port/bond/demurrage/container detention, quarantine charges, storage beyond that specified, and extraordinary expenses.
2.3 International quotations are based on prevailing freight/exchange rates and may be adjusted for material changes prior to commencement.
2.4 If the Services vary from the quotation/acceptance or are delayed/prevented for reasons outside our control, we may make a reasonable additional charge.
2.5 All prices are in GBP unless stated otherwise.

3. What is not included unless agreed in writing

We do not: (a) take down or put up fitted/unit furniture or fixtures; (b) disconnect/reconnect appliances; (c) lift fitted floor coverings; (d) access lofts without safe lighting, access and flooring; (e) move loaded fridges/freezers; (f) move night-storage heaters unless dismantled; (g) dismantle/assemble garden structures (sheds, greenhouses, trampolines, hot tubs, etc.); (h) move items excluded by Clause 12.

Our staff are not qualified tradespeople. Where specialist work is required you must arrange a competent professional.
3.1 We will only move items in accordance with Manual Handling Operations Regulations 1992 or equivalent. If an item cannot be moved safely, we will tell you and accept no further responsibility for moving that item.

4. Our obligations

We will: (a) exercise reasonable skill and care; (b) use materials of satisfactory quality fit for purpose; (c) comply with applicable laws; (d) take due care of Goods in our possession.

5. Additional charges may apply if

• The move does not take place within 28 days of the quoted date.

• Storage exceeds 6 months where redelivery was included.

• There are changes in currency/taxes/freight/fuel/ferry/tolls beyond our control.

• Work is requested on Saturdays, Sundays, public holidays, or outside 08:00–18:00.

• Collection/delivery is above first floor without suitable lift, or distance exceeds 20m from vehicle to doorway.

• Additional items/services are requested.

• Mechanical equipment or structural alteration is required due to access restrictions or unsuitable roads/drives.

• Unforeseeable delays/events impact resources or timescales.

• You request an increase to our liability limit (see 6.3 and 15).

You agree to pay any reasonable charges arising from the above.

6. Insurance & Extended Liability

6.1 Your responsibility to insure: You are responsible for insuring your Goods. On written request, we can arrange Extended Liability (administered by us, not an insurance policy) subject to 6.3.
6.2 Standard liability (default): See Clause 15.
6.3 Painless Extended Liability option: If requested in writing before the move and the admin fee is paid, we extend our liability for Goods in our care up to £15,000 per Luton van in aggregate (not per item). You must: (a) declare a realistic total replacement value; (b) notify us in writing of any single item valued over £2,000 before the move; (c) allow us to inspect/pack such items as we reasonably require (additional charges may apply).
6.4 Our liability is limited to repair or replacement (whichever is lower), considering age and condition immediately prior to loss/damage.
6.5 Where collecting from or delivering to third‑party storage/premises, our Extended Liability does not apply while Goods are under third‑party control/care (you may arrange your own cover).
6.6 We recommend you obtain all‑risks cover against perils such as fire, flood and theft.

7. Payment

7.1 A 30% deposit is due upon acceptance of our quotation. The booking is not secured until cleared funds are received.
7.2 The balance is due no later than 3 Working Days before the move.
7.3 If payment is not received when due, we may suspend/withhold Services or place Goods into storage at your cost until payment clears.
7.4 You may not set off or withhold sums due.
7.5 Overdue sums accrue interest daily at 3% per annum above the Bank of England base rate. We may recover reasonable costs of collection (debt collection/court/solicitor fees).
7.6 Deposit & cancellation interaction: Deposits are applied against any cancellation/postponement charges under Clause 8. If the applicable charge is less than the deposit, we will refund the difference. If the charge exceeds the deposit, you must pay the balance.

8. Cancellation/Postponement

If you change or cancel an agreed Service date, reasonable charges apply based on notice given:

• More than 15 Working Days’ notice: No charge (deposit refundable/transferable per 7.6).

• 10–15 Working Days (inclusive): 30% of the total charges.

• Less than 10 Working Days: 60% of the total charges.

• Less than 3 Working Days: 75% of the total charges.

• Within 24 hours of the move start: 100% of the total charges.
  8.1 Waiver option (if offered): If purchased at booking and you notify us in writing by 12:00 on the preceding Working Day, we will waive the above fees once per booking.

9. Delivery, access & delays

9.1 Any times given are estimates. Transit/delivery can be delayed by weather, traffic, industrial action, ferry/shipping schedules, route changes, port congestion and similar factors outside our control. We are not liable for losses caused by such delays unless due to our negligence/breach.
9.2 If we cannot deliver because no authorised person is present, access is unavailable, or for reasons beyond our control, we may place Goods into storage and charge reasonable storage and redelivery costs.
9.3 We reserve the right to select an appropriate storage facility.
9.4 Once Goods are stored under 9.2, the Agreement is treated as satisfied; any additional services are at your cost.

10. Route, method & subcontracting

10.1 Unless agreed otherwise in writing, we may optimise vehicle/container space and route alongside other consignments.
10.2 We may transport Goods by any reasonable route.
10.3 We may subcontract some or all Services; these conditions still apply.

11. Storage terms

11.1 We may prepare an inventory for storage; please check it. If you do not dispute it within 7 days of receipt, it will be conclusive evidence of Goods received.
11.2 You must keep us informed of your current contact details; notices are deemed received 7 days after posting to your last known address.
11.3 Storage is payable monthly in advance; unused parts of a paid month are non‑refundable.
11.4 On reasonable notice you may inspect Goods in store (a reasonable charge may apply).
11.5 We may end storage by giving 2 months’ written notice if payments are up to date. You may terminate storage with 14 Working Days’ notice (charges apply to the date notice should have taken effect).
11.6 Our liability ends when Goods are handed out from store to you/your representative.
11.7 All charges (including any removal charges) must be paid before Goods are released.
11.8 If you fail to pay for storage, we may require you to remove Goods and pay all sums due. If you fail to do so, we may sell or dispose of Goods under the Torts (Interference with Goods) Act 1977, applying proceeds to sums owed (reasonable sale/disposal costs will be deducted). Any surplus will be paid to you without interest.
11.9 For preparation/disposal, you authorise us to open containers/boxes to identify contents and determine items for sale/disposal as reasonably necessary.

12. Goods we will not move or store

Do not present the following for removal/storage: passports, travel documents, wallets, jewellery, watches, precious metals/stones, cash, bank/credit cards, deeds, securities, stamps/coins/collections; perishable or temperature‑controlled items; dangerous/explosive items (paint, aerosols, ammunition, firearms, weapons); animals/plants/food likely to attract vermin or cause infection; items needing special licence/permission for export/import; prohibited or stolen goods or drugs.
12.1 If such items are included, we accept no liability for loss/damage and may remove/destroy/sell them. You will indemnify us for losses/claims arising from their presence.
12.2 We may refuse unsanitary/hazardous goods and will notify you of conditions for acceptance where applicable.

13. Your warranties

You warrant that: (a) information you provide for quotation/planning is accurate; (b) you are the owner or authorised agent of the Goods; (c) self‑packed items are packed to withstand ordinary risks of removal/carriage/storage; (d) any duties/quarantine restrictions have been disclosed; (e) all intended Goods are uplifted and none taken/left in error; (f) Goods are free of any legal charge or you have authority from those with an interest and have notified us of their details in writing; (g) if transferring this Agreement to a third party, you will notify us in writing so we can issue a new agreement. You will indemnify us for losses if these warranties prove untrue.

14. Your responsibilities

You agree to: (a) respond promptly and accurately to our requests; (b) arrange all‑risks insurance if you want cover beyond our limits; (c) obtain required permits/licences/parking suspensions; (d) reimburse parking/traffic penalties incurred in carrying out Services unless our fault; (e) attend in person or appoint an authorised representative for the whole move (except store jobs); (f) sign inventories/jobsheets as proof of collection/delivery; (g) ensure all intended items are collected and none taken in error before we leave; (h) supervise premises where others (tradesmen/tenants) are present; (i) prepare electronic appliances; (j) defrost/empty/clean fridges/freezers; (k) drain/clean appliances containing liquids or fuel; (l) provide contact details during the move/storage; (m) make your own arrangements for items excluded by Clause 12.

15. Damage liability (our standard liability)

15.1 Per‑item limit: If you have not taken Extended Liability (Clause 6), our liability for loss/damage caused by our negligence/breach while Goods are in our custody is up to £40 per item, or at our discretion the cost of repair/replacement (whichever is lower), considering age/condition. An item is: (a) the entire contents of a box/parcel/carton we handle; or (b) any other single object we handle.
15.2 We are not liable for damage arising from defective/inadequate packing where we did not pack.
15.3 We are not liable if you dispose of/replace items before we inspect.
15.4 Liability for Goods applies only while in our possession, or where loss/damage is proven to result from our failure to pack suitably where we were contracted to pack.
15.5 We are not liable for Goods seized/confiscated by authorities unless due to our negligence/breach.
Damage to premises other than Goods:
15.6 Where third parties are present it may be hard to prove causation. If we cause damage through negligence/breach, our liability is limited to making good the damaged area only.
15.7 If we move Goods at your express instruction against our advice and damage occurs likely from that method, we are not liable.
15.8 You must note any such property damage on the jobsheet/delivery receipt before we leave; this is fundamental.

16. Notification of loss or damage

16.1 For Goods we deliver, you must notify us in writing within 7 days of delivery with full details.
16.2 For misplaced items/causation queries, please notify us within 7 Working Days to aid investigation.
16.3 When collecting from our premises, you/your representative must inspect at collection and note any loss/damage on paperwork; we cannot consider claims once Goods have left our premises.
16.4 These time limits are essential.
16.5 Any value estimates you provide may be treated as evidence the total value did not exceed that estimate at the time of loss/damage.

17. Exclusions of liability

We are not liable for: (a) loss/damage during services provided by a third party; (b) loss/damage from inadequate packing where we did not pack; (c) excluded valuables in Clause 12; (d) perishable/controlled‑environment items; (e) electrical/mechanical derangement without related external damage; (f) loss involving data restoration or consequential losses; (g) normal wear/tear, natural deterioration, leakage/evaporation, moth/vermin, atmospheric conditions (damp/mould/mildew/rust/tarnish/corrosion) unless linked to ingress of water due to our negligence; (h) goods in drawers/wardrobes/containers not both packed and unpacked by us; (i) inherent vice/defect; (j) animals/plants; (k) items in Clause 12; (l) self‑assembly/interconnecting furniture quality or damage from dismantling/reassembly; (m) indirect/consequential losses due to underinsurance.
17.1 Nothing excludes/limits liability for death/personal injury caused by our negligence, fraud, or any liability that cannot be limited under law.
17.2 We are not liable where there is no breach by us or where loss/damage was not reasonably foreseeable.
17.3 We are not liable for loss/delay caused by events beyond reasonable control.

18. International removals (if applicable)

18.1 We use reasonable endeavours to provide current information on import/export but laws change; you must verify requirements and arrange appropriate marine/transit cover.
18.2 Where carriers (shipping/air/road) are used, their terms (Bills of Lading/Air Waybills) apply; remedies may be limited (including general average).
18.3 If carriers re‑route/fail to deliver for reasons beyond their control, you may be liable for contributions/salvage; insure accordingly.
18.4 If we cannot deliver for reasons not our fault, we may deliver to an alternative location or store at your cost; the Agreement is then fulfilled.
18.5 Claim time limits for delivered Goods overseas are 7 days from delivery.

19. Late Key & Overtime Clause

19.1 Our quotations exclude time incurred after 17:00 and any waiting for keys/access after 17:00.
19.2 On the day, if keys/access are delayed, our team will wait at no charge up to 17:00.
19.3 From 17:00 onwards, a Key‑Wait & Overtime charge of £35 per 30 minutes per staff member applies until unloading can commence or the vehicle is released. Additional day re‑attendance may be charged at our standard day rate if completion is no longer feasible.
19.4 This clause applies regardless of the cause of delay where outside our control (e.g., chain delays, vendor overrun, funds not released).
19.5 An optional waiver (if offered at booking) may cover these charges; see your quotation if selected.

20. Lien (our right to hold Goods)

We may withhold and ultimately sell/dispose of some/all Goods if you fail to pay sums due (including taxes/levies paid on your behalf). While holding Goods, storage/other necessary expenses continue to apply. Sales are conducted in accordance with law; proceeds are applied to your debt with surplus returned to you without interest.

21. Sub‑contracting & third‑party terms

We may use service partners/subcontractors; these terms still apply. You also agree to be bound by relevant carrier terms (Bills of Lading/Consignment Notes) where we act as your agent.

22. Third‑party claims & charges

You are responsible for expenses/penalties/charges claimed against us in respect of the Goods unless caused by our negligence/breach (including parking levies where not otherwise agreed in writing).

23. Force Majeure

Neither party is liable for delay/failure due to Force Majeure provided the affected party: (a) promptly notifies the other; (b) gives a reasonable duration estimate; (c) updates when ended; (d) takes reasonable steps to mitigate; and (e) resumes immediately after the event.

24. Anti‑bribery

We comply with applicable anti‑bribery/anti‑corruption laws including the Bribery Act 2010 and maintain internal policies which we enforce.

25. Disputes

If a dispute arises, either party may give written notice. Services will continue where practicable. If not resolved, you may refer to the Association of Independent Movers (AIM) dispute resolution service. Use of that service does not prejudice your right to court proceedings in England & Wales.

26. Data & Privacy

We collect/process personal data (including photos/videos for quotations/claims) to provide Services. Our processing complies with data protection laws and our Privacy Policy (available on our website). By requesting a quotation/services, you consent to such processing for these purposes.

27. Notices

Notices must be in writing and sent to our registered office or your notified address by recorded/next‑day delivery, commercial courier, or email. Delivery is deemed on signature for physical delivery, or one Business Day after email transmission.

28. Law & jurisdiction

This Agreement (and non‑contractual obligations) is governed by the laws of England & Wales and subject to the exclusive jurisdiction of its courts.

29. Entire agreement

This Agreement is the entire agreement between us and supersedes all previous assurances/representations, whether oral or written, relating to the Services, save for fraudulent misrepresentation.

Acceptance
By signing the Acceptance attached to our Quotation you confirm you have read and agree to these Terms & Conditions.