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Terms & Conditions

These conditions explain the rights, obligations and responsibilities of all parties to this agreement. Where we use the word ‘you’ or ‘your’ it means the customer. ‘We’, ‘us’ or ‘our’ means the remover. These terms and conditions can be varied or amended subject to prior written agreement. Your attention is drawn to Clauses 8, 9, 10, and 11 which limit our liability for loss or damage. We recommend you arrange insurance to cover your goods or premises. We are able to arrange insurance for your benefit upon request. This insurance will be separate from the contract and subject to the terms and conditions of the policy.

1. Our quotation

1.1 Our quotation, unless otherwise stated, does not include insurance, customs duties, port charges including (but not limited to) demurrage, inspections, or any fees, or taxes payable to government bodies or agencies.

1.2 We may change the price or make additional charges if circumstances are found to apply which have not been considered when preparing our quotation and confirmed by us in writing. These include:

1.2.1 Our quotation is valid for twenty-eight days from the date of issue. Unless already included in our quotation, reasonable additional charges will apply in the following circumstances.

1.2.2 You do not accept our quotation in writing within 21 days, or the work is not carried out or completed within three months.

1.2.3 Where we have given you a price including redelivery from store within our Quotation and the re-delivery from store has not taken place within six months from the date of the issue of the quotation.

1.2.4 Our costs change because of currency fluctuations, changes in taxation, freight, fuel, ferry or toll charges, or any charges levied by third parties or increased costs that are beyond our control.

1.2.5 The work is carried out on a Sunday, or Public Holiday or outside normal hours (09.00-17.00hrs) Monday to Saturday at your request.

1.2.6 We have to collect or deliver goods above the ground floor and first upper floor.

1.2.7 If you or your agents request collection or access to your goods whilst they are in store.

1.2.8 If you collect some or all of the goods from our warehouse, or the goods are made available for your viewing, we are entitled to make a charge for handing them over. Charges are £75.00 plus VAT plus Insurance per 250 cuft container.

1.2.8 We supply any additional services, including moving or storing extra goods (these conditions apply to such work).

1.2.9 The entrance or exit to the premises, stairs, lifts or doorways are inadequate for free movement of the goods without mechanical equipment or structural alteration, or the approach, road or drive is unsuitable for our vehicles and/or containers to load and/or unload within 20 metres of the doorway and this results in additional resources.

1.2.10 There are delays or events outside our reasonable control which increase or extend the resources or time allowed to complete the agreed work. This will result in overtime charges.

1.3 You agree to pay any reasonable charges arising from the above circumstances.

2. Work not included in the quotation

2. Work not included in the quotation

2.1 Unless agreed by us in writing, we will not:

2.1.1 Dismantle or assemble furniture of any kind.

2.1.2 Disconnect, re-connect, dismantle or re-assemble appliances, fixtures, fittings or equipment.

2.1.3 Take up or lay fitted floor coverings.

2.1.4 Move items from a loft, unless properly lit and floored and safe access is provided.

2.1.5 Move or store any items excluded under Clause 4.

2.1.6 Move storage heaters unless they are dismantled.

2.1.7 Dismantle or assemble garden furniture and equipment including, but not limited to: sheds, greenhouses, garden shelters, outdoor play equipment, and satellite dishes, or move paving slabs, planters and the like.

2.2 Our staff are not authorised or qualified to carry out such work. We recommend that a properly qualified person is separately employed by you to carry out these services.

3. Your responsibility

3.1 It will be your sole responsibility to:

3.1.1 Declare to us, in writing, the value of the goods being removed and/or stored. If it is subsequently established that the value of the goods removed or stored is greater than the actual value you declare, you agree that our liability under clause 8.1 and 8.1.1 will be reduced to reflect the proportion that your declared value bears to their actual value.

3.1.2 Arrange adequate insurance cover for the goods submitted for removal transit and/or storage, against all insurable risks as our liability is limited under clauses 8.1 and 8.2.

3.1.3 Obtain at your own expense, all documents, permits, permissions, licenses, customs documents necessary for the removal to be completed.

3.1.4 Be present or represented during the collection and delivery of the removal.

3.1.5 Ensure authorised signature on agreed inventories, receipts, way bills, job sheets or other relevant documents by way of confirmation of collection or delivery of goods.

3.1.6 Take all reasonable steps to ensure that nothing that should be removed is left behind and nothing is taken away in error.

3.1.7 Arrange proper protection for goods left in unoccupied or unattended premises, or where other people such as (but not limited to) tenants or workmen are, or will be present.

3.1.8 Prepare adequately and stabilize all appliances or electronic equipment prior to their removal.

3.1.9 Empty, properly defrost and clean refrigerators and deep freezers. We are not responsible for the contents.

3.1.10 Provide us with a correct and up to date contact address and telephone number for correspondence during removal transit and/or storage of goods.

3.1.11 Ensure that all domestic and garden appliances, including but not limited to washing machines, dish washers, hose pipes, petrol lawn mowers are clean and dry and have no residual fluid left in them.

3.2 Other than by reason of our negligence or breach of contract, we will not be liable for any loss or damage, costs or additional charges that may arise from failure to discharge these responsibilities.

4. Goods not to be submitted for removal or storage

4.1 Unless previously agreed in writing by a Director or other authorised company representative, the following items must not be submitted for removal or storage and will under no circumstances be moved or stored by us. The items listed under (4.1.1) below may present risks to health and safety and of fire. Items listed under (4.1.2) to (4.1.6) below carry other risks and you should make your own arrangements for their transport and storage.

4.1.1 Prohibited or stolen goods, drugs, pornographic material, potentially dangerous, damaging or explosive items, including gas bottles, aerosols, paints, firearms and ammunition.

4.1.2 Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or goods or collections of any similar kind.

4.1.3 Plants or goods likely to encourage vermin or other pests or to cause infestation or contamination.

4.1.4 Perishable items and/or those requiring a controlled environment.

4.1.5 Any animals, birds or fish, reptiles or plants.

4.1.6 Goods which require special license or government permission for export or import.

4.1.7 We shall notify you in writing as soon as practicable if any of the Goods, are in our opinion hazardous to health, dirty or unhygienic or likely to attract vermin or pests and under what conditions we would be prepared to accept such Goods or whether we refuse to accept them. Should we refuse to accept the goods we will have no liability to you.

4.2 If you submit such goods without our knowledge we will make them available for your collection and if you do not collect them within 14 days of written notification from us, we will dispose of any such goods found in the consignment. You agree to pay us any charges, expenses, damages, legal costs or penalties reasonably incurred by us in disposing of the goods.

5. Ownership of the goods

5.1 By entering into this agreement, you guarantee that:

5.1.1 The goods to be removed and/or stored are your own property, or the goods are your property free of any legal charge; or

5.1.2 You have the full authority of the owner or anyone having a legal interest in them to enter into this agreement and You have made the owner fully aware of these terms and conditions prior to entering into this agreement and that they have agreed to them.

5.1.3 If at any time following the implementation of this agreement to its termination another person has or obtains an interest in the goods you will advise us of their name and address in writing immediately.

5.1.4 You will provide a full indemnity and pay us in respect of any claim for damages and/or costs brought against us if either statement made in 5.1.1 or 5.1.2 is untrue.

5.1.5 If you wish to transfer responsibility of this agreement to a third party you will advise us in writing giving us their full name and address. We will issue a new agreement to them. Our agreement with You will remain in force until we have received a signed agreement from the third party.

6. Charges if you postpone or cancel the contract

6.1 If you postpone or cancel this contract, we may charge according to how much notice is given. “Working days” refer to the normal working week of Monday to Saturday and excludes Sundays and Public Holidays. The notice periods are:

6.1.1 More than 14 days before the relocation was due to start: NIL

6.1.2 Less than 14 days, but more than 8 days before the relocation was due to start: 30% of the relocation charge.

6.1.3 Less than 8 days before the relocation was due to start: 60% of the relocation charge.

6.1.4 Less than 48 hours before your relocation is due to start: 100% of the relocation charge.

7. Payment

7.1 Unless otherwise agreed by us in writing:

7.1.1 For Removals and Storage taking place within the UK. Unless otherwise agreed by us in writing, payment is required in full by cleared funds in advance of the removal or storage period. In default of such payment We reserve the right to refuse to commence or continue with the removal or storage service until such payment is received. 

7.1.2 At the time of booking, a discretionary non refundable deposit will be taken to secure the vehicle/s and resources. Any Free packaging will be delivered after payment is made. (Free packaging subject to availably) 

7.1.3 For removals and storage worldwide including Europe a 25% non-refundable/none transferable deposit is required by us at the time of booking, This balance is payable on completion unless. Consignments may not be shipped without full payment, at our discretion. Alternatively, if we select to ship without payment of an account, any charges relating to late payment and/or storage will continue to apply to the consignment as though the consignment was held at our facility. A charge may be made by us for “allocated space” within a shipping container, removal truck or aircraft where a consignment is withdrawn due to an unpaid account.

7.1.4 You may not withhold any part of the agreed price.

7.1.5 In respect of all sums which are overdue to us, we will charge interest on a daily basis calculated at 8% per annum above the prevailing base rate for the time being of the Bank of England.

7.1.6 In respect of all sums which are overdue to us, we will charge a late payment administration fee per month or per invoice of:

Outstanding debt up to £499.00 – £25.00

Outstanding debt £500.00 to £999.99 – £40.00

Outstanding debt £1,000 to £9,999 – £70.00

Outstanding debt over £10,000 – £100.00

7.2 In respect of business to business transactions we will refer to the Late Payment of Commercial Debt Act 1998 which allows us the legal right to claim interest and compensation. We will charge interest on a daily basis calculated at 8% per annum above the prevailing base rate for the time being of the Bank of England.

Administration charges will apply as per 7.1.6. above.

7.3 Payment may be made by credit/debit cards. All credit/debit card payments are subject to an administration fee of 5%.

8. Our liability for loss or damage

8.1 Our liability for loss or damage is limited, as set out in clause 8.1.1 below. Alternatively, you may request us to increase our liability, as set out in clause 8.1.2 below:

8.1.1 In the event of our negligence or breach of contract resulting in loss of or damage to your goods, we will pay a sum equivalent to the cost of their repair or replacement whichever is the smaller sum up to a maximum of forty pounds for any one item (see below) to an upper limit of five thousand pounds in total subject to the insurance terms and conditions, or

8.1.2 Prior to the commencement of work and subject to our having received your itemised valued inventory (see 3, 3.1.1)

8.1.3 We may agree to increase our liability, for an additional charge. We will not unreasonably withhold consent to such a request. This is not insurance cover and you are strongly advised to accept the insurance offered in our quotation, or if arranging insurance cover yourself, you are advised to show this contract to your insurance company.

8.2 For goods destined to, or received from a place outside the United Kingdom.

8.2.1 We will accept liability for loss or damage

(a) Arising from our negligence whilst the goods are in our physical possession, or

(b) Whilst the goods are in the possession of others if the loss or damage is established to have been caused by our negligence, subject to the claim. In either circumstance clause 8.1.1 and 8.1.2 above will apply.

8.2.2 Where we engage an international transport operator, shipping company or airline to convey your goods to the place, port or airport of destination, we do so on your behalf and subject to the terms and conditions set out by that carrier.

8.2.3 If the carrying vessel/conveyance, should for reasons beyond the carrier’s control, fail to deliver the goods, or route them to a place other than the original destination, you have limited recourse against the carrier, and may be liable for General Average contribution (e.g. the costs incurred to preserve the vessel/conveyance and cargo) and salvage charges, or the additional cost of onward transmission to the place, port or airport of destination. These are insurable risks and it is your responsibility to arrange adequate marine/transit insurance cover.

8.2.4 We do not accept liability for goods confiscated, seized, removed or damaged by Customs Authorities or other Government Agencies unless we have been negligent or in breach of contract.

8.3 For the purposes of this agreement an item is defined as:

8.3.1 The entire contents of a box, parcel, package, carton, or similar container; and

8.3.2 Any other object or thing that is moved, handled or stored by us.

9. Damage to premises or property other than goods

9.1 Because third party contractors are frequently present at the time of collection or delivery it is not always possible to establish who was responsible for loss or damage, therefore our liability for loss or damage is limited as follows:

9.1.1 If we cause loss or damage to premises or property other than goods for removal as a result of our negligence or breach of contract, our liability shall be limited to making good the damaged area only.

9.1.2 If we cause damage as a result of moving goods under your express instruction, against our advice and where to move the goods in the manner instructed is likely to cause damage, we shall not be liable.

9.1.3 If we are responsible for causing damage to your premises or to property other than goods submitted for removal and/or storage, you must note this on the worksheet or delivery receipt as soon as practically possible or by the following working day. This is fundamental to the agreement.

10. Exclusions of liability

10.1 Other than as a result of our negligence or breach of contract we will not be liable for any loss, damage or failure to produce the goods if caused by any of the following circumstances

10.1.1 By fire howsoever caused

10.1.2 We shall not be liable for delays or failures to provide the services under this agreement as a result of war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, terrorism, rebellion and/or military coup, act of God, adverse weather, third party industrial action, re-scheduled sailing, departure or arrival times, port congestion, or other such events outside our reasonable control.

10.1.3 By normal wear and tear, natural or gradual deterioration, leakage or evaporation or from perishable or unstable goods. This includes goods left within furniture or appliances.

10.1.4 By moth or vermin or similar infestation.

10.1.5 By cleaning, repairing or restoring unless we arranged for the work to be carried out.

10.1.6 Changes caused by atmospheric conditions such as dampness, mould, mildew, rusting, tarnishing, corrosion or gradual deterioration unless directly linked to ingress of water.


10.1.7 For any goods in wardrobes, drawers or appliances, or in a package, bundle, carton, case or other container not both packed and unpacked by us.

10.1.8 For electrical or mechanical derangement to any appliance, instrument, clock, computer or other equipment unless there is evidence of relaxed external damage.

10.1.9 For any goods which have a pre-existing defect or are inherently defective.

10.1.10 For animals and their cages or tanks including pets, birds or fish.

10.1.11 For plants

10.1.12 For perishable items and/or those requiring a controlled environment.

10.1.13 For items referred to in Clause 4.

10.1.14 To jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of a similar kind, howsoever caused, unless you have previously given us full particulars with value and we have confirmed in writing that we accept responsibility.

10.1.15 For damages or costs resulting indirectly from, or as a consequence of, loss, damage, or failure to produce the goods including but not limited to loss of use or amenity.

10.2 No employee of ours shall be separately liable to you for any loss, damage, mis-delivery, errors or omissions under the terms of this agreement.

10.3 Our liability will cease upon handing over goods from our warehouse (see Clause 11.2 below).

11. Time limits for claims

11.1 For goods which we deliver, you must notify us in writing of any visible loss, damage or failure to produce any goods at the time of delivery.

11.2 If you or your agent collect the goods, you must notify us in writing of any loss or damage at the time the goods are handed to you or your agent.

11.3 Notwithstanding clauses 8, 9 and 10 we will not be liable for any loss of or damage to the goods unless a claim is notified to us, or to our agent or the company carrying out the collection or delivery of the goods on our behalf, in writing as soon as such loss or damage is discovered (or with reasonable diligence ought to have been discovered) and in any event within seven (7) days of delivery of the goods by us.

12. Delays in transit

12.1 Other than by reason of our negligence or breach of contract, we will not be liable for delays in transit.

12.2 If through no fault of ours we are unable to deliver your goods or complete the service within our standard working day, we will take them into store. The agreement will then be fulfilled and any additional service(s), including storage and delivery, will be at your expense.

12.3 Any transit times quoted by us are estimated and based upon information known to us at the time. Transit times may vary due to a number of factors outside our control including but not limited to changes in sailing or departure dates made by the freight/shipping company, changes in the routes used by the freight/shipping company and port congestion or in completion of a consolidation in the instances of a part-load service. We will not be liable for any loss or damage incurred by you as a result of delays in transit time unless directly attributable to our negligence or breach of contract.

12.4 We shall not be liable or in breach of contract for delays in performing or failure to perform any of our obligations under this agreement if such delays or failures result from events beyond our control including but not limited to adverse weather conditions such as snow and ice. Such delays, failures, postponements or cancellations will result in additional services being performed or costs being incurred by us and will be for your account.

13. Our right to hold the goods (lien).

“Lien” is the legal right of the remover to hold goods until the customer has paid all outstanding charges. We shall have a right to withhold and ultimately dispose of some or all of the goods if you fail to pay the charges and any other payments due under this or any other agreement. These include any charges that we have paid out on your behalf. While we hold the goods you will be liable to pay all storage charges and other costs (including legal costs) reasonably incurred by us in recovering our charges and applying our right of lien.