Terms and Conditions
1. Congestion and Toll Charges
Extra payment of £8.00 Pounds required if travelling through the congestion charge area.
2. Arrival Times
Job arrival times are estimated. Although we do our best to be on time, circumstances out of our control may cause delays, we do not offer discounts for lateness.
3. Staff Abuse
We reserve the right to refuse, cease or stop the job at any point if our staff is abused – verbally or otherwise the customer will still be liable to pay in full
4. Property Access
If the property access is not suitable for the removal vehicle to get within 20 meters of the doorway, and as a result the removal contractors have to do additional work not included in the quotation, an additional charge will add.
5. Self-packing
We will not be held responsible for any damage caused by any inappropriate self-packing.Items that have not been packed or bubblewraped properly.
Delicate or fragile items must be adequately packed or protected by the customer- we only carry blankets for general protection while in transit.
6. Unforeseen Circumstances
We reserve the right to refuse to take any load we feel is unsuitable or that has not been accurately specified before collection and therefore may affect later scheduled clients.
We reserve the right to add extra costs due to unforeseen circumstances (e.g.: waiting for keys or gaining entry, incorrect addresses, removal of windows and so on).
We do not take responsibility for loss or damage to customer property after the completion of a job and payment is received.
7. Your Responsabilities
It is the customers responsibility to ensure that items will fit in the new premises (eg: size of sofa and size of aperture) Our removal drivers will not be insured to remove doors or windows in such cases and it is up to the customer to find a specialist if needed.
We request that customers disclose as much information about the load as possible, ie. amount and nature of items, any special parking arrangements, any stairs or tight spaces to be negotiated, items which might need dismantling and so on.
It is the costumer responsibility to dismantle any furniture/unit before our arrival.
8. Restricted items not to be moved
The following items are not permitted to be removed unless previously agreed:
Precious stones or metals, money, deeds, securities, stamps, coins or collections. Prohibited or stolen items, drugs, dangerous, damaging or explosive items, including gas bottles, firearms, and ammunition.
9. Waste collection/ Disposal
There is a minimum charge of £56 for goods going to the recycling centre, tip, dump or waste centre.
10. Changes in Item numbers
You may incur extra charges if the actual amount of items on the day exceeds the amount of items that were included in your quote. A couple of boxes more would not normally cause a problem, however if you have under-estimated your items by more than this the driver will add on an extra charge depending on the amount of items and time taken to load them. We also reserve the right to limit the amount of goods to the amount quoted in the booking.
11. Parking
Ensuring adequate parking is the responsibility of the customer. If a penalty charge is unavoidably incurred we request immediate payment to the driver by the customer. We will always do everything we can (within the law!) to prevent this from happening
12. Payments
All payments must be made by cash only.
13. Cancellation and Postponement
If you need to cancel but do not inform us at least 6 (six) hours before our due arrival time, you will be liable to a call out fee of 50% of your booking cost.
14. Your satisfaction
Our service guarantees are offered in good faith. If you are unhappy you must tell us immediately and we will offer alternatives (this obviously does not include existential angst, a hangover or ‘because its raining’…). It must be directly related to driver negligence, rudeness, non communication or anything that reasonably constitutes ‘bad service’. Accidents can sometimes occur- if anything is broken by us we will arrange repair, replacement or an insurance claim- however this alone does not constitute grounds for dissatisfaction, unless related to the above. We want you to experience a stress free, trustworthy service and the guarantee is for your protection, but we cannot accept frivolous or vexatious claims.
