Terms & Conditions

• "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 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 in England & Wales.
• "Lien" — Our legal right to hold your Goods until all charges are paid.
• "Force Majeure" — An event beyond reasonable control (including severe weather, strikes, war, terrorism, epidemic, acts of government, pandemic and similar events).
• "Distance Contract" — A contract concluded without both parties being physically present at the same time, including contracts made online, by phone, email or WhatsApp.

2.1 Quotations are valid for 30 days from issue 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 If the Services vary materially from the Quotation or are delayed/prevented for reasons outside our control, we may make a reasonable additional charge and will notify you before incurring it where practicable.

2.4 All prices are in GBP.

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 inform you and accept no further responsibility for moving that item.

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.

Additional charges may apply if:

(a) The move does not take place within 28 days of the quoted date; (b) storage exceeds 6 months where redelivery was included; (c) there are changes in currency, taxes, freight, fuel, ferry or tolls beyond our control; (d) work is requested on Saturdays, Sundays, public holidays or outside 08:00–18:00; (e) collection/delivery is above first floor without suitable lift, or distance exceeds 20 metres from vehicle to doorway; (f) additional items or services are requested; (g) mechanical equipment or structural alteration is required due to access restrictions or unsuitable roads/drives; (h) unforeseeable delays or events impact resources or timescales.

You agree to pay any reasonable charges arising from the above. We will notify you of additional charges before incurring them where reasonably practicable.

6.1 All moves include our Goods in Transit liability cover up to £15,000 per Luton van in aggregate (not per item) as standard. This is administered by us and is not an insurance policy.

6.2 You must notify us in writing before the move of any single item valued over £2,000. We may need to inspect or pack such items as we reasonably require (additional charges may apply). Items valued over £2,000 that are not declared in advance are not covered.

6.3 Our liability is limited to repair or replacement (whichever is lower), considering age and condition immediately prior to loss or damage.

6.4 Where collecting from or delivering to third-party storage/premises, our liability cover does not apply while Goods are under third-party control or care. You may arrange your own cover for such periods.

6.5 We recommend you obtain additional all-risks insurance cover against perils such as fire, flood and theft, particularly for high-value items.

7.1 A deposit is due upon acceptance of our Quotation as follows: (a) where the move date is 14 or more Working Days from the date of booking, 30% of the total charges; (b) where the move date is less than 14 Working Days from the date of booking, 50% of the total charges. The higher short-notice deposit reflects the greater commitment of resources (including staff scheduling and vehicle allocation) that cannot easily be reassigned at short notice. 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 or withhold Services or place Goods into storage at your cost until payment clears.

7.4 You should not withhold sums due without first raising a written complaint. We will deal with any genuine dispute fairly and promptly.

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 (including debt-collection and solicitor fees).

7.6 Deposit & cancellation interaction: The deposit is applied against any cancellation or 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.

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

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.

This clause applies where the Agreement is a Distance Contract (as defined in Clause 1).

8A.1 You have the right to cancel this contract within 14 days without giving any reason. The cancellation period expires 14 days after the day the contract is formed (typically the date we confirm your booking).

8A.2 To exercise the right to cancel, you must inform us by a clear statement (e.g. a letter sent by post, email to [email protected] or using the Model Cancellation Form in Schedule 1). To meet the cancellation deadline, it is sufficient for you to send your communication before the cancellation period expires.

8A.3 If you cancel within the 14-day period, we will reimburse all payments received from you, including the deposit, without undue delay and in any event not later than 14 days after the day on which we are informed of your decision to cancel.

8A.4 Early service start: Because most removals are booked with a move date falling within the 14-day cooling-off period, we will ask you to give express consent for the service to begin before the period ends. The Services include preparatory work such as resource scheduling, staff and vehicle allocation, turning away other bookings for the same date, route planning, procurement of packing materials and any pre-move survey or assessment. If you give such consent and subsequently cancel before the move is complete, you will be liable to pay us a reasonable amount proportionate to the services already provided up to the point of cancellation, which may include the reasonable cost of preparatory work already undertaken. If the service is fully performed within the 14-day period, you will lose your right to cancel.

8A.5 Where this Clause 8A applies and conflicts with Clause 8, this Clause 8A takes precedence during the 14-day cooling-off period.

8A.6 This clause does not apply to contracts entered into at our business premises with both parties physically present.

9.1 Any times given are estimates. Transit and 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 or 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 in respect of the original delivery. Any additional services are at your cost.

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 in full.

11.1 We may prepare an inventory for storage; please check it carefully. If you do not dispute it within 7 days of receipt, it will be treated as prima facie evidence of Goods received (meaning it is accepted as accurate unless you can show otherwise).

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 or 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. We will give written notice before any sale or disposal where reasonably possible. If you fail to collect, 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.

Do not present the following for removal or 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 or 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, stolen goods or drugs.

12.1 If such items are included, we accept no liability for loss or damage and may remove, destroy or sell them. You will indemnify us for losses or claims arising from their presence.

12.2 We may refuse unsanitary or hazardous goods and will notify you of conditions for acceptance where applicable.

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 and storage; (d) any duties or quarantine restrictions have been disclosed; (e) all intended Goods are uplifted and none taken or 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.

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 and 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 and 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 and clean fridges/freezers; (k) drain and 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.

15.1 Our liability for loss or damage caused by our negligence or breach while Goods are in our custody is subject to the limits set out in Clause 6 (£15,000 per Luton van in aggregate). Liability is limited to repair or replacement (whichever is lower), considering age and condition.

15.2 We are not liable for loss or damage to any single item valued over £2,000 that was not declared to us in writing before the move (see Clause 6.2).

15.3 We are not liable for loss or damage arising from defective or inadequate packing where we did not pack the item.

15.4 We are not liable if you dispose of or replace items before we have a reasonable opportunity to inspect them.

15.5 Liability for Goods applies only while in our possession, or where loss or damage is proven to result from our failure to pack suitably where we were contracted to pack.

15.6 We are not liable for Goods seized or confiscated by authorities unless due to our negligence or breach.

Damage to premises (other than Goods):

15.7 Where third parties are present it may be difficult to establish causation. If we cause damage through negligence or breach, our liability is limited to making good the damaged area only.

15.8 If we move Goods at your express instruction against our advice and damage occurs likely from that method, we are not liable.

15.9 You must note any property damage on the jobsheet or delivery receipt before we leave. This is important to support any claim.

16.1 For Goods we deliver, you must notify us in writing within 7 days of delivery with full details. This timeframe is required so we can investigate while evidence and staff recollection remain available. We will consider late notifications where you can show good reason for the delay.

16.2 For misplaced items or causation queries, please notify us within 7 Working Days to aid investigation.

16.3 When collecting from our premises, you or your representative must inspect at collection and note any loss or damage on paperwork. We may not be able to consider claims once Goods have left our premises unless you can show the loss or damage occurred while in our care.

16.4 These time limits are important to enable fair investigation.

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 or damage.

We are not liable for: (a) loss or damage during services provided by a third party; (b) loss or damage from inadequate packing where we did not pack; (c) excluded valuables in Clause 12; (d) perishable or controlled-environment items; (e) electrical or mechanical derangement without related external damage; (f) loss involving data restoration or consequential losses; (g) normal wear and 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 or containers not both packed and unpacked by us; (i) inherent vice or defect; (j) animals or plants; (k) items listed in Clause 12; (l) self-assembly or interconnecting furniture damage from dismantling/reassembly; (m) indirect or consequential losses.

17.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot be limited under law.

17.2 We are not liable where there is no breach by us or where loss or damage was not reasonably foreseeable.

17.3 We are not liable for loss or delay caused by events beyond reasonable control (see Force Majeure, Clause 22).

18.1 Our Quotations exclude time incurred after 17:00 and any waiting for keys/access after 17:00.

18.2 On the day, if keys or access are delayed, our team will wait at no charge up to 17:00.

18.3 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. This charge applies only while the team is waiting on site or actively working. If the job cannot be completed and is abandoned, the charge stops at that point and additional day re-attendance may be charged at our standard day rate.

18.4 This clause applies regardless of the cause of delay where outside our control (e.g. chain delays, vendor overrun, funds not released).

18.5 An optional waiver (if offered at booking) may cover these charges; see your Quotation if selected.

We may withhold and ultimately sell or dispose of some or all Goods if you fail to pay sums due (including taxes or levies paid on your behalf). We will give written notice before any sale or disposal where reasonably possible. While holding Goods, storage and 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.

We may use service partners and 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.

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

Neither party is liable for delay or 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.

We comply with applicable anti-bribery and anti-corruption laws including the Bribery Act 2010 and maintain internal policies.

If a dispute arises, either party may give written notice. Services will continue where practicable. If not resolved directly, you may refer to the Association of Independent Movers (AIM) dispute resolution service at www.aim.org.uk. We are willing to participate in alternative dispute resolution through AIM. Use of that service does not prejudice your right to court proceedings in England & Wales.

25.1 We are the data controller for personal data collected in connection with the Services. We collect and process personal data (including names, addresses, contact details, and photographs/videos for quotations and claims) to perform our contract with you and to comply with our legal obligations.

25.2 Our lawful basis for processing is: (a) contractual necessity (to provide the Services); (b) legal obligation (accounting, tax, regulatory requirements); and (c) legitimate interests (improving our services, fraud prevention) where these do not override your rights.

25.3 You have the right to access, rectify, erase, restrict or port your personal data, and to object to processing. To exercise these rights, contact us at [email protected].

25.4 We retain personal data for the duration of our contract and for 6 years afterwards (to comply with limitation periods and regulatory requirements), unless a longer period is required by law.

25.5 Full details of how we handle your data are in our Privacy Policy. Our processing complies with the UK General Data Protection Regulation and Data Protection Act 2018.

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.

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

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

Nothing in these Terms & Conditions affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.