Booking information
Terms & Conditions
These terms explain your booked service and our responsibilities. Read them alongside the Privacy Policy. Your statutory consumer rights remain unchanged.
1. Cancellation
Please give at least 48 hours’ notice before the booked move time. Cancellations made less than 48 hours before the booking may incur charges for actual costs or losses. These charges may exceed the deposit where justified by those actual costs or losses. They are not an automatic fixed penalty. We will take reasonable steps to reduce losses, account for costs saved or replacement work, and not charge the same loss twice.
2. No-show or customer unreachable
The first 15 minutes of waiting are free. We will attempt to contact you and, where appropriate, record reasonable proof of attendance. If we cannot contact you or the move cannot proceed, the booking may be treated as a customer no-show or cancellation under the cancellation rules above.
3. Waiting time
The first 15 minutes are free. After this, waiting time is charged at £15 per 30 minutes. Where necessary, the crew may leave and return later the same day or rearrange the job.
4. One Man & Van / Two Men & Van
One Man & Van: you must provide reasonable lifting and loading assistance. Two Men & Van: you are not required to assist with normal lifting.
5. Floors, stairs and lifts
Provide correct floor, stair and working-lift information for collection and delivery. Incorrect information may result in an additional charge, or the job may be declined if it cannot be completed safely.
6. Access and parking
The vehicle should normally be able to park within approximately 25 metres of the property. Difficult or longer access may result in an additional charge or the job being declined.
7. Heavy and special items
Declare heavy, oversized, fragile or difficult-access items before the move. Additional charges may apply where extra labour, equipment or time is required.
8. Dismantling and assembly
If you selected self-dismantling, items must be ready before collection. Company dismantling or assembly is charged according to the booked service and items. Unprepared items may cause delays, additional charges or an inability to complete that task.
9. Packing
Packing is an optional additional service where selected. Items not included in the booked packing service remain your responsibility to prepare safely.
10. Additional items
Items not included in the original booking may be accepted where capacity and time allow. Additional items may result in an additional charge.
11. Valuables and prohibited items
Where possible, personally transport cash, jewellery, important documents and high-value personal items. Dangerous, illegal or prohibited goods will not be transported.
12. Property, floors and walls
We will take reasonable care while moving items. Tell us about unusually delicate floors, walls, access routes or property conditions before work begins.
13. Children and pets
Keep children and pets safely away from loading, unloading and working areas.
14. Weather and road conditions
Delays may occur because of traffic, road closures, weather, accidents or circumstances outside our reasonable control.
15. Driver or company lateness
We will inform you where reasonably possible if the crew is delayed. Reasonable delays caused by circumstances outside our control do not automatically constitute cancellation.
16. Changes to date, address or extra stops
Where possible, request changes to the date, addresses or additional stops at least 48 hours before the booking. Changes may affect availability and price.
17. Company cancellation
If we cannot perform the booking, we will offer an appropriate alternative or rearrangement, or a refund of amounts due where applicable.
18. Payment
Full Payment: pay 100% at booking. Deposit: the current booking system charges 25% at booking, with the remaining 75% due before loading begins on moving day. Pay the remaining balance by cash or card. Bank transfer is not offered as the standard remaining-balance method.
19. Payment status
A fully paid booking is shown as Paid in Full. A booking with a paid deposit is shown as Deposit Paid, with the remaining balance clearly displayed.
20. Collection proof
Where appropriate, we may record item counts and condition, take photos, and obtain confirmation or a signature from you or an authorised adult at collection.
21. Delivery proof
Where appropriate, we may take photos and obtain confirmation or a signature from you or an authorised adult at delivery.
22. Authorised adult
An authorised adult may act for you at collection or delivery.
23. Damage and claims
Report any damage claim as soon as reasonably possible, with supporting evidence. Liability depends on the circumstances, evidence, booked service and applicable terms and law. Your statutory rights remain unchanged.
24. Customer-supplied information
Pricing and acceptance of the booking depend on the information you provide being accurate. Material differences may require a revised price. We will explain and agree additional charges before additional chargeable work where reasonably possible.
25. Recycling and clearance
Only waste or items included in the agreed service will be removed. Items must be legally suitable for our available disposal or recycling arrangements. Garden clearance is not part of the standard household-clearance service unless separately agreed.
26. Online booking and your rights
Booking online confirms that you have reviewed your booking details and accepted the applicable Terms and Policies. You remain entitled to all applicable statutory consumer rights. These rules do not replace any cancellation or cooling-off right that applies by law, or limit rights and remedies that cannot lawfully be limited.