Terms & Conditions Overview

1. Booking & Payment Terms

• Deposit: A non-refundable deposit of 20% is required to secure your booking.

• Balance: 80% is due on the day of the move.

• Additional Charges: All jobs are based on the estimated time provided on the quotation. Any additional time beyond the agreed estimate will be charged at £20+VAT per hour, per staff member, unless otherwise agreed prior.

2. Scope of Work & Customer Responsibilities

• Packing: Packing services are not included unless specifically requested and confirmed prior. If no confirmation is received, we assume no packing required.

• Furniture Disassembly/Reassembly: Not included unless agreed in advance. Otherwise, we assume no disassembly/reassembly required.

• Access & Stairs:

  • If no information is provided, we assume ground floor access at both addresses.

  • You must inform us in advance of any stairs, limited access, or parking restrictions.

• Inventory: You are responsible for providing accurate details of the items to be moved.

• Customer Presence: A responsible person must be present at both pickup and delivery locations.

3. Our Services & Limitations

• Insurance Cover:

  • Public Liability Insurance.

  • Goods for Hire and Reward Insurance.

  • Goods in Transit Insurance.

• Excluded Items: We do not move hazardous materials, illegal substances, live animals, or items requiring specialist handling without prior arrangement.

• Liability:

  • We are not responsible for damage to items we did not pack.

  • No liability for mechanical/electrical faults unless physical damage is proven.

  • Claims for loss or damage must be submitted within 7 days of the move in writing.

4. Cancellations & Postponements

• Deposit: The 20% deposit is non-refundable in all cases.

• Postponements:

  • You can reschedule your booking with at least 2 working days' notice, and we will transfer your deposit to the new date (subject to availability).

  • If you give less than 2 working days' notice, the postponement will be treated as a cancellation (see below).

• Cancellations:

  • More than 2 working days' notice: Only the 20% deposit is forfeited. No further charge.

  • Less than 2 working days' notice or same-day cancellation: The deposit is forfeited, and we may request compensation for any significant losses incurred (e.g., staff time or travel), subject to a maximum of 50% of the total job quote.

5. Data Protection (GDPR Compliance)

• All personal data provided will be processed and stored securely, solely for the purpose of delivering our services.

• By booking, you consent to us holding your data as per our Privacy Policy.

Residential Moves Summary

B2B Commercial Logistics Summary

1. Booking & Payment Terms

• Pre-Payment: All new and one-off clients are required to pay 100% of the agreed fee in advance before the job is confirmed.

• Account Holders: For regular clients, account terms may be available upon approval. Payment terms for account holders are typically 7, 14, or 30 days from the date of invoice, depending on the agreement. Failure to settle invoices on time may result in suspension of account facilities.

• Additional Charges:

  • Waiting Time / Loading Time: The first 15 minutes at both collection and delivery points are free of charge. After the initial 15 minutes, waiting time will be charged at £9 + VAT per 15-minute interval or part thereof. Charges are applied at our discretion based on delays beyond our control or due to client-side issues.

  • Special Equipment / Manpower: If your consignment requires special equipment (e.g., forklift) or additional manpower for loading/unloading, it must be available at both collection and delivery points. If not provided, you will be liable for any resulting waiting, storage, or redelivery charges.

  • Other Expenses: Additional expenses incurred during delivery, such as tolls, parking charges, or rubbish disposal, will be invoiced along with normal delivery charges.

2. Service Conditions

• Driver Only: All bookings include one driver only, unless otherwise agreed in writing.

• No Handballing: The driver is not responsible for loading or unloading (handballing) goods unless specifically arranged prior to the booking. Assistance must be provided by the client or recipient.

• If handballing or additional staff is required, this must be agreed in advance and may incur additional charges.

3. Delivery & Proof of Delivery (POD)

• Standard POD: Upon delivery, a Proof of Delivery will be obtained including:

  • Recipient’s signature

  • Printed full name

  • Date and time of delivery

• Digital POD: A digital copy of the POD (scanned or photographed) can be provided upon request.

• Photographic POD: If a signature cannot be obtained (e.g., unattended delivery or contactless delivery), photographic evidence of the delivered items at the specified location will serve as valid POD.

• Retention: All PODs are retained for a period of 3 months and can be provided upon request within this timeframe.

4. Liability & Insurance

• Insurance Coverage:

  • Public Liability Insurance

  • Goods for Hire and Reward Insurance

  • Goods in Transit Insurance

• Liability Limitations:

  • We are not liable for:

    • Loss or damage due to insufficient or improper packaging.

    • Delays caused by unforeseen circumstances beyond our control (e.g., traffic, weather).

  • Claims for loss or damage must be submitted in writing within 7 days of delivery.

5. Cancellations & Postponements

• Cancellation Charges:

  • £30 + VAT if cancelled before the driver reaches the collection point.

  • 50% of the job total + VAT if cancelled after the driver reaches the collection point, or £50 + VAT if the job total is below £100 + VAT.

  • 100% of the job total + VAT if cancelled after the driver has left the collection point en route to delivery.

• All cancellation fees will be invoiced along with standard delivery charges, payable immediately for non-account customers or within agreed credit terms for account holders.

• Postponements:

  • Requests to reschedule must be made at least 2 working days prior to the scheduled collection time. We will transfer your payment to the new date, subject to availability.

  • Postponement requests made with less than 2 working days' notice will be treated as cancellations, and the above cancellation fees will apply.

6. Failed Delivery & Redelivery

• Recipient Unavailable: If the recipient is unavailable at the delivery location and no alternative instructions are provided, the delivery will be deemed unsuccessful.

• Redelivery & Storage Costs: In the event of a failed delivery, additional charges will apply for storage, redelivery, or return. These costs will depend on:

  • The nature and size of the consignment.

  • The impact on our delivery schedules and vehicle availability.

  • Any third-party costs incurred (e.g., external storage, offloading services).

A breakdown of these charges will be provided to the client in writing, and all applicable fees must be settled before any further delivery attempts or return arrangements are made.

• Client Responsibility: It is the client’s responsibility to ensure that the recipient is available to accept the delivery during the agreed time. Additional costs arising from failed deliveries are the responsibility of the client.

• Return to Sender: If no redelivery or alternative arrangement is made within 5 working days, the consignment may be returned to the sender, subject to the same cost conditions.

• Payment Terms: For account holders, additional charges will be invoiced and payable within the agreed credit terms. Non-account customers must pay all additional charges immediately prior to any further action.

7. Data Protection (GDPR Compliance)

• All personal and business data provided will be processed and stored securely, solely for the purpose of delivering our services.

• By booking, you consent to us holding your data as per our Privacy Policy

Waste Removals Summary

1. Booking & Payment Terms

• Pre-Payment: All waste removal services require full payment in advance to confirm the booking.​

• Account Holders: Regular clients may apply for account facilities, subject to approval. Payment terms for account holders are typically 7, 14, or 30 days from the date of invoice, depending on the agreement.​

• Additional Charges: Any unforeseen costs, such as parking fees, congestion charges, or additional labour, will be communicated and invoiced accordingly.​

2. Waste Types & Restrictions

• Accepted Waste: We collect general household and commercial waste, including furniture, appliances, and non-hazardous materials.​

• Prohibited Items: The following items are not accepted unless prior arrangements have been made:

  • Hazardous waste (e.g., asbestos, chemicals, solvents)

  • Medical or biological waste

  • Pressurised containers (e.g., gas cylinders)

  • Explosives or firearms

  • Liquids

  • Paints and oils​

• Client Responsibility: Clients must inform us in advance about the type and quantity of waste to be collected. Failure to do so may result in additional charges or refusal to collect certain items.​

3. Access & Collection

• Access Requirements: Clients must ensure clear and safe access to the waste collection point. Any delays caused by restricted access may incur additional charges.​

• Loading: Our standard service includes loading waste from an accessible ground-floor location. Additional charges may apply for collections involving stairs, long carry distances, or dismantling of items.​

4. Cancellations & Postponements

• Cancellations:

  • More than 2 working days' notice: Full refund minus a £30 + VAT administrative fee.

  • Less than 2 working days' notice: 50% of the total job cost + VAT will be charged.

  • Same-day cancellations: 100% of the total job cost + VAT will be charged.​

• Postponements: Requests to reschedule must be made at least 2 working days prior to the scheduled collection time. We will transfer your payment to the new date, subject to availability. Postponement requests made with less than 2 working days' notice will be treated as cancellations, and the above cancellation fees will apply.​

5. Waste Transfer Documentation

• Duty of Care: Under the Environmental Protection Act 1990, we are required to provide a Waste Transfer Note (WTN) for each collection. This document details the waste type, quantity, and transfer details.

• Client Obligations: Clients must provide accurate information regarding the waste to be collected. Any discrepancies may result in additional charges or refusal to collect certain items.​

6. Liability & Insurance

• Insurance Coverage:

  • Public Liability Insurance

  • Waste Carrier Licence as per the Environmental Protection Act 1990​

• Limitations: We are not liable for any damage to property not caused by our negligence. Clients should inform us of any fragile or high-value items prior to collection.​

7. Data Protection (GDPR Compliance)

• Data Handling: All personal and business data provided will be processed and stored securely, solely for the purpose of delivering our services.​

• Consent: By booking, you consent to us holding your data as per our Privacy Policy.

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