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Terms & Conditions

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Terms & Conditions

  • Privacy

    Your privacy is important to us and we will never distribute your personal details. Any details we hold for you are stored on an encrypted server and deleted after 6 months.

    We do not store customer credit card details.

  • Booking

    From booking you have a one hour cooling off period, if you cancel during this time there will be no charge. After that time any booking cancelled will incur a 50% cancellation fee, any booking cancelled within 24 hours of the booked time is subject to a full-price cancellation charge.

    There is a 2 hour minimum charge on all jobs. After the first 2 hours, we charge every half hour. The two hour minimum may be waived at our discretion.

    Please note that unless otherwise instructed we will send you our standard size van which is a LWB VW Crafter or Ford equivalent, if you require a different size van please call our control centre on 0207 870 2041. It is the customer’s responsibility to choose the correct size, van we accept no liability for an incorrectly chosen van size - our customer services team will give you all the relevant measurements to help you make your choice.

    All online bookings are subject to availability.

    Although normally within office hours we can normally get a van to you within a couple of hours if it is a ad hoc or last minute booking, we do have a limit to the amount of people we can serve at one time and if this happens a member of staff will call you and tell you the earliest we can get a van to you.

    We do take bookings outside of office hours but you would have to call us within office hours to confirm.

    Any bookings made outside office hours will be confirmed by a call agent the next working day.

    Customers will be asked to pay a £10 reservation charge on all jobs. This is to combat against hoax or mistake bookings.

  • Cancellation

    If the customer changes or cancels the booking after it has already been confirmed, the customer will be charged 50% of the confirmed amount. If you change or cancel the booking within 24 hours before the job is scheduled to take place, you will be charged in full.

    Any job not paid upon completion will be subject to a discretionary 100% surcharge.

    We reserve the right to change or cancel any bookings.

    We reserve the right, upon non-payment of cancellation charge, to register your details with various blacklists and credit reference agencies.

  • Job Conditions

    If the customer chooses our no-loading service they are solely liable for any damage to their goods, the driver will not have any involvement in the loading and unloading of goods. Our insurance will only cover your goods in the event of a road traffic accident.

    All our drivers carry trolleys straps and blankets, but please tell our call agents if you have any requirements other than the above.

    Arrival time on any job is estimated. We will do our best to be on time, but there may be delays caused by circumstances out of our control. (e.g. weather, traffic...)

    We do not accept responsibility for any customer losses due to pick-up/delivery delays beyond our control. We will not offer any refunds for lateness. All payments must be made in cash or pre- arranged credit or debit card, payable upon job completion. Any other kind of payment must be agreed on and made at least 7 days before moving day.

    We do not accept responsibility for damaged or lost property after job is complete and payment is completed. We also reserve the right in the event of non-payment to distribute your phone number and address details to various blacklists.

    On international jobs payment must be made before the van is unloaded at the destination, there are no exemptions from this rule. We reserve the right to levy any extra charges or withhold delivery of goods until full payment, plus any extra charges, are settled in full.

    All goods in transit are insured for £1,000. Any claim which exceeds this amount is non-refundable. Our excess is £100. Our insurance covers items in transit only. It will not cover any damage which happens inside a property. If you need any further cover for moving, contact your insurance company and get appropriate insurance cover. Our policy is available upon request.

    An additional charge for stairs may apply.

    If any of the addresses you are travelling to or from enter the congestion zone a congestion fee will apply.

    For bookings before 8am and after 6pm please call the office to enquire about our prices.

    A fuel charge may apply on any job over 3 miles.

    Goods in transit insurance will only apply in the customer has purchased the cover from us when booking the job.

  • Customer

    It's the customers responsibility to provide parking (reserve a space for the van outside of property before our arrival or arrange a suspension or permit where necessary with local council). If there is no pre-arranged parking and our van receives a ticket, it will be the customer’s responsibility to pay the fine to the driver at the end of job.

    It's the customer’s responsibility to pack everything properly. We do not accept responsibility for damage or breakage caused by poor packing.

    It's the customer’s responsibility to dismantle, before our arrival, any unit, system, furniture and/or beds.

    It's the customer’s responsibility to make sure that all items will fit in the new premises. (E.g. wardrobe, bed, sofa etc...) We are not insured for removing any doors or making new entrances to the premises.

    If any delay is caused by the customer (e.g. everything is not packed, waiting for keys, incorrect address, etc.) we reserve the right to add an extra cost to the final bill.

    No staff abuse will be tolerated. If the driver is forced to terminate a job because of abuse from a customer, the customer will still be charged in full.

    We accept no liability for damage done to any items outside of the van. We only accept liability due to driver negligence or a road traffic accident which is the driver’s fault.

    All goods in transit are insured for £1000. Any claim which exceeds this amount is non-refundable. Our excess is £100. Our insurance covers items in transit only. It will not cover any damage which happens outside the van or inside a property. If you need any further cover for moving, contact your insurance company and get appropriate insurance cover.

    If we are not told that a job may need multiple journeys you may incur a fuel charge.

    Any complaints need to be made before the driver leaves the job. Any complaints made after the driver leaves will not be up to us to give compensation as it is not possible to accurately confirm liability.