d) Any special handling requirements and any time constraints.

3.3 The Company will provide an estimate or fixed price based on the information supplied. If the information provided is incomplete or inaccurate, the Company reserves the right to amend the price and, where necessary, adjust the booking.

3.4 A booking is not confirmed until accepted by the Company. The Company may decline or cancel a booking in its discretion, subject to any applicable cancellation terms set out in these conditions.

4. Prices and Payments

4.1 The price for the Services will be based on the Company’s current rates, which may be charged by hourly rate, fixed fee, or a combination of both, as agreed at the time of booking.

4.2 The price may take into account journey distance, size of the vehicle, number of operatives, expected duration, access conditions, and any additional services, such as packing or dismantling and reassembly.

4.3 Unless otherwise stated, prices are quoted exclusive of any applicable taxes or charges that may be imposed by law.

4.4 Payment terms will be confirmed at the time of booking. The Company may require:

a) A deposit payable at the time of booking.

b) Full payment in advance.

c) Payment upon completion of the Services.

4.5 Payment must be made using the methods accepted by the Company. You are responsible for ensuring that funds are available and that payment details are correct.

4.6 If payment is not made when due, the Company may, without prejudice to any other rights, suspend or cancel the Services and may charge interest on overdue sums at the maximum rate permitted by law until payment is received in full.

5. Changes to Bookings

5.1 If you wish to amend your booking, including changes to time, date, addresses, or the volume or nature of the Goods, you must notify the Company as soon as possible.

5.2 All changes are subject to the Company’s availability and may result in an adjustment to the price. The Company is not obliged to accept requested changes, particularly where they conflict with other commitments.

5.3 If changes are requested on the day of the move or after arrival at the collection address, the Company may charge additional fees to reflect extra time, distance, staff, or other resources required.

6. Cancellations and Postponements

6.1 You may cancel or postpone your booking by giving notice to the Company.

6.2 The following cancellation charges may apply, unless otherwise agreed in writing:

a) More than 48 hours before the scheduled start time: Any deposit paid may be refunded or applied to a new booking, at the Company’s discretion.

b) Between 24 and 48 hours before the scheduled start time: The Company may retain part or all of the deposit, or charge up to 50 percent of the agreed price.

c) Less than 24 hours before the scheduled start time, or failure to be present when required: The Company may charge up to 100 percent of the agreed price.

6.3 Where the Company needs to cancel or postpone a booking due to circumstances beyond its reasonable control, such as vehicle breakdown, severe weather, road closures, accidents, or staff illness, it will notify you as soon as practicable and offer an alternative time or a refund of any sums paid for Services not provided. The Company shall not otherwise be liable for losses resulting from such cancellation or postponement.

7. Customer Responsibilities

7.1 You are responsible for:

a) Ensuring that the Goods are ready for collection at the agreed time, unless packing services have also been arranged.

b) Packing your Goods safely and securely, using appropriate materials, unless otherwise agreed.

c) Ensuring that items requiring dismantling are dismantled prior to the move, where this is not part of the agreed Services.

d) Arranging suitable parking and access at both collection and delivery addresses, including any permits or permissions required.

e) Supervising loading and unloading where necessary, particularly when the Company is directed to leave Goods in specific rooms or areas.

7.2 You must not request the transport of any Goods that are illegal, hazardous, explosive, or otherwise prohibited by law, or that the Company has not agreed in advance to handle.

7.3 You must not leave keys, important documents, cash, jewellery, or other high-value items in furniture or containers without first notifying the Company in writing and obtaining confirmation that such items are accepted for transport.

8. Access and Parking

8.1 You must provide accurate information about access conditions at collection and delivery addresses, including any stairs, narrow entrances, internal layout constraints, or vehicle restrictions.

8.2 The Company’s quotation is based on ordinary access conditions. Additional charges may apply where:

a) Access requires long carries from vehicle to property.

b) There is no suitable parking close to the address.

c) The Company is delayed due to waiting for parking, keys, lift access, or similar issues beyond its control.

8.3 Any parking or penalty charges incurred as a direct result of inadequate instructions or arrangements by the Customer may be added to the final bill.

9. Liability for Loss or Damage

9.1 The Company will take reasonable care in handling, loading, transporting, and unloading your Goods. However, liability is subject to the limitations set out in this section.

9.2 The Company shall not be liable for loss or damage arising from:

a) Incorrect or inadequate packing by the Customer.

b) Goods that are inherently fragile, perishable, or prone to deterioration.

c) Pre-existing defects, damage, or wear and tear.

d) Normal handling of flat-pack or self-assembled furniture.

e) Acts or omissions of the Customer or third parties.

9.3 The Company’s liability for any loss of or damage to Goods, where liability is established, shall be limited to a reasonable cost of repair or replacement, subject to a fair valuation having regard to age and condition, and subject to any specific written terms agreed with you.

9.4 The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or emotional distress, arising from or in connection with the Services.

9.5 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable and, in any event, within seven days of completion of the Services, providing full details of the alleged loss or damage. Failure to do so may affect the Company’s ability to investigate and may limit or invalidate any claim.

10. Excluded Items and Special Risks

10.1 Unless waived in writing, the Company will not carry, and accepts no liability for, the following types of items:

a) Money, credit or debit cards, securities, or financial documents.

b) Jewellery, watches, precious metals, or stones.

c) Antiques, works of art, or collections of high value.

d) Plants, animals, or other living organisms.

e) Explosives, flammable liquids, gas cylinders, or hazardous materials.

f) Illegal or prohibited goods.

10.2 If such items are transported without the Company’s knowledge or agreement, the Company shall have no liability for any loss, damage, or consequences arising from their presence.

11. Time Limits and Delays

11.1 The Company will use reasonable efforts to adhere to agreed dates and times, but all times stated are estimates and are not guaranteed, unless expressly agreed as such in writing.

11.2 The Company shall not be liable for delays or failure to perform the Services caused by events beyond its reasonable control, including traffic conditions, accidents, weather conditions, road works, strikes, or other transport disruptions.

12. Waste Regulations and Disposal

12.1 The Company operates in accordance with applicable waste and environmental regulations in the United Kingdom.

12.2 The Company is not a general waste carrier and will only remove items designated as part of the agreed Services. Any removal of waste, unwanted items, or rubbish must be agreed in advance and may incur additional charges.

12.3 The Customer must not ask the Company to dispose of controlled, hazardous, or prohibited waste. Where disposal is agreed, the Company will take reasonable steps to ensure that items are taken to appropriate facilities in compliance with applicable regulations.

12.4 The Customer is responsible for ensuring that any items presented for disposal are lawful to dispose of and do not breach any regulatory requirements.

13. Insurance

13.1 The Company maintains such insurance cover as it considers appropriate for its operations. Details of cover are available upon request.

13.2 It is your responsibility to ensure that you have suitable insurance for your Goods while they are being moved or stored. You should check with your home or contents insurer whether removals are covered and, if necessary, arrange additional cover.

14. Complaints

14.1 If you are dissatisfied with any aspect of the Services, you should raise your concerns with the Company as soon as possible so that they can be addressed.

14.2 The Company will investigate complaints in a fair and timely manner and will endeavour to resolve them to the satisfaction of both parties where reasonably possible.

15. Privacy and Data Protection

15.1 The Company will collect and process personal data only as necessary to manage bookings, provide Services, handle payments, and comply with legal obligations.

15.2 The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom.

16. Termination

16.1 The Company may terminate or suspend the provision of Services immediately if:

a) You fail to pay any sums due when required.

b) You commit a serious breach of these Terms and Conditions.

c) The Company reasonably believes that providing the Services would be unsafe, illegal, or otherwise inappropriate.

16.2 Upon termination, you shall remain liable for any charges incurred and any Services already provided.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.

17.2 You and the Company agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided.

18. General Provisions

18.1 If any provision of these Terms and Conditions is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall, to the extent required, be deemed to be deleted, and the remaining provisions shall continue in full force and effect.

18.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

18.3 These Terms and Conditions constitute the entire agreement between you and the Company in relation to the Services and supersede any prior discussions, correspondence, or understandings.

18.4 The Company may amend these Terms and Conditions from time to time. The terms in force at the time of your booking will apply to your contract with the Company, unless otherwise agreed in writing.