Detailed Terms and Conditions
1. Introduction
1.1. These Terms and Conditions set out the rights and obligations of the Remover (“we”, “us” or “our”) and the Customer (“you” or “your”).
1.2. These Terms and Conditions may only be varied or amended with the prior written agreement of both the Remover and the Customer.
2. Quotation
2.1. 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 the quotation and which are confirmed by us in writing. Such circumstances may include, but are not limited to:
2.1.1. Where the work is not carried out or completed within forty-five (45) days of the date the quotation was issued.
2.1.2. Increased costs resulting from currency fluctuations, changes in taxation, or freight charges.
2.1.3. Where we supply additional services.
2.1.4. Where we are required to provide additional services not included within the quotation, including the moving or storing of extra goods.
2.1.5. Where we are unable to obtain access to the collection or delivery address, or where access is inadequate or inappropriate for our vehicles.
2.1.6. Where we incur parking fees or other charges.
2.1.7. Delays or events outside our reasonable control that increase the cost or resources required to complete the work.
2.1.8. Where boxes or packing materials have been supplied and the move is cancelled, the cost of materials and delivery will be deducted from the deposit. A minimum charge of £50.00 applies.
2.1.9. We offer a key-waiver fee of £75.00. Where this is accepted, no additional waiting charges will apply for delayed access. Where this is not accepted, waiting time will be charged at £50.00 per hour after 1:00pm until access is gained.
2.2. Our quotation does not constitute a contract. A binding contract will only exist once we have confirmed in writing that we can carry out the move on the requested date. Such confirmation will normally be issued within five (5) business days of receipt of your acceptance, and all contracts shall be subject to these Terms and Conditions.
3. Additional Work
3.1. Unless otherwise agreed in writing, the quotation does not include:
3.1.1. The lifting, taking up, or removal of fitted floor coverings.
3.1.2. The movement of any item which our staff reasonably believe cannot be moved safely due to its weight, dimensions, condition, or position.
3.1.3. In relation to pianos and grandfather clocks, we may remove these items; however, re-tuning or specialist adjustment following the move will be your responsibility.
3.2. You are advised to make separate arrangements for any work excluded from the quotation.
4. Your Responsibilities
4.1. You must:
4.1.1. Declare to us in writing the value of any goods being removed with a total value exceeding £5,000, unless you elect for our liability to be limited to £50 per item as set out in Clause 8.1.
4.1.2. Obtain, at your own expense, all necessary permissions, consents, licences, permits, or customs documentation required for the removal of the goods.
4.1.3. Be present, or appoint an authorised representative, during collection and delivery of the goods.
4.1.4. Properly prepare, disconnect, and stabilise appliances unless otherwise agreed. We do not disconnect or reconnect electrical items or lighting.
4.1.5. Take reasonable precautions to prevent the unauthorised removal of goods not belonging to you and ensure that all your goods are removed.
4.2. You must provide us with valid contact details throughout the removal process, including during transit.
4.3. We shall not be liable for any loss, damage, cost, or additional expense arising from your failure to comply with these responsibilities, except where caused by our negligence or breach of contract.
5. Ownership of Goods
5.1. You confirm that the goods being removed are your property, or that you have the authority of the owner to enter into this contract for their removal.
5.2. You agree to indemnify us and keep us indemnified against all claims arising from any breach of Clause 5.1.
6. Excluded Goods
6.1. Unless previously agreed by us in writing by a director, the following items are excluded from this contract, will not be removed, and must not be submitted for transport:
6.1.1. Prohibited or stolen goods, drugs, pornographic material, potentially dangerous, damaging, or explosive items, aerosols, paints (unless sealed), firearms, and ammunition.
6.1.2. Goods likely to attract vermin or cause infestation or contamination.
6.1.3. Perishable items or goods requiring a controlled environment, including refrigerated or frozen food and drink.
6.1.4. Animals, birds, or fish.
6.1.5. Goods requiring licences or government consent for export, import, or movement.
6.2. Where we agree to transport any such goods, we accept no liability for loss or damage unless caused by our negligence or breach of contract. Goods submitted without our knowledge may be made available for collection or disposed of after a reasonable period. You shall indemnify us against any resulting charges, costs, or claims.
7. Payment
7.1. A deposit and completed acceptance form are required to secure and hold a moving date.
7.2. Full payment must be made so that cleared funds are received on the day of the move.
7.3. Deposits are non-refundable within seven (7) days prior to the move date, excluding Fridays. Friday move dates are non-refundable from the date the booking is provisionally held.
7.4. You must not withhold any part of the agreed price.
7.5. We reserve the right to charge interest at 4% on overdue sums.
7.6. Payment terms may only be varied with our prior written agreement.
8. Our Liability for Loss or Damage
8.1. Our liability for loss or damage arising from negligence, breach of contract, or otherwise is limited to the value declared by you or £10,000, whichever is lower. Where no value is declared, liability is limited to £50 per item. An item is defined as any single article, suite, pair, set, case, carton, or container.
8.2. We may require photographic evidence prior to the move. Failure to provide such evidence may result in refusal of a claim.
8.3. We are not liable on a “new for old” basis.
8.4. We shall not be liable where loss or damage results from moving goods under your express instructions against our advice.
8.5. You must notify us as soon as reasonably possible of any damage to premises or property other than goods being removed.
9. Excluded Risks
9.1. We shall not be liable for:
9.1.1. Loss or damage to motor vehicles, boats, or caravans unless transported in a suitable enclosed vehicle.
9.1.2. Electrical or mechanical derangement unless caused by physical external damage.
9.1.3. Damage to goods packed by you unless caused by vehicle collision or overturning.
9.1.4. Loss or damage occurring before collection or after delivery.
9.1.5. Loss or damage to jewellery, money, securities, documents, or similar valuables.
9.1.6. Wear and tear, deterioration, warping, shrinkage, moth, or vermin.
9.1.7. Consequential loss.
9.1.8. Plants, food, brittle items, or goods with inherent defects.
9.1.9. Prohibited or dangerous goods.
9.1.10. Animals or pets.
9.1.11. Mysterious disappearance unless proven to result solely from employee dishonesty.
9.2. No employee shall incur personal liability.
9.3. Where the declared value is less than the actual value, liability shall be reduced proportionately.
9.4. Liability is limited to reasonable repair costs only.
9.5. For pairs or sets, liability is limited to the affected item only.
10. Delays in Transit
10.1. All times are estimates unless agreed in writing.
10.2. Where a written timetable is agreed and delays occur within our control, reasonable expenses will be reimbursed. Additional costs caused by circumstances beyond our control shall be payable by you.
11. Time Limit for Making Claims
Claims for loss or damage must be notified to us in writing within seven (7) days of collection or delivery. Failure to do so will release us from liability unless an extension is agreed in writing.
12. Withholding or Disposal of Goods
We reserve the right to withhold and/or dispose of goods until all outstanding charges are paid. All costs incurred during this period shall remain payable and these Terms and Conditions shall continue to apply.
13. Applicable Law
These Terms and Conditions are governed by the laws of England and Wales.
14. Whole Agreement
These Terms and Conditions, together with our quotation, form the entire agreement between the parties. All prior correspondence or representations are excluded.
15. Termination
We may terminate this agreement with one (1) month’s written notice. Where termination occurs, all outstanding charges remain payable up to the date of release of the goods.
Updated January 2026