d) Waste, rubbish, or materials that should be disposed of via licensed waste facilities.

3. Booking Process

3.1 Bookings can only be accepted by the Company once adequate details regarding the move have been provided by the Customer, including collection and delivery addresses, access details, approximate inventory, date, time, and any special requirements.

3.2 The Customer is responsible for ensuring all information given at the time of enquiry and booking is accurate and complete. Any changes in circumstances that may affect the booking, such as revised addresses, additional items, timing changes, or access restrictions, must be communicated to the Company as soon as reasonably possible.

3.3 Any quotation provided by the Company is based on the information supplied by the Customer. Quotations may be provided as a fixed price or an hourly rate, and the basis of the quote will be made clear at the time of issue.

3.4 Quotations are valid for a limited period as indicated by the Company, after which the Company may revise the quotation. No booking is confirmed until the Customer has received explicit confirmation from the Company.

3.5 The Company may require a deposit or preauthorised payment to secure a booking. Where a deposit is required, the booking is not confirmed until the deposit has been received and acknowledged by the Company.

4. Access and Parking

4.1 The Customer is responsible for ensuring that suitable access and parking are available at both collection and delivery addresses to allow safe loading and unloading of the vehicle.

4.2 The Customer must arrange, in advance, any permits, dispensations, or permissions required for parking in controlled zones. Any costs incurred by the Company due to inadequate parking arrangements, such as parking fines, additional time, or alternative parking fees, may be added to the final charge.

4.3 If the Company is unable to complete the Services as planned due to issues with access or parking beyond its reasonable control, the Company may charge for waiting time, additional labour, or re-delivery, and shall have no liability for delay caused by such circumstances.

5. Customer Responsibilities

5.1 The Customer must ensure that:

a) All Goods to be moved are properly packed, secured, and clearly identified unless packing services have been specifically agreed with the Company.

b) Fragile or delicate items are suitably protected and clearly marked as fragile.

c) All appliances are disconnected, defrosted, drained, and secured prior to the arrival of the Company, unless otherwise agreed in writing.

d) All items are ready to be moved when the Company arrives at the agreed time.

e) A responsible adult is present at the collection and delivery addresses for the duration of the move, unless otherwise agreed.

5.2 The Customer must not request that the Company carries, lifts, or moves items that are unsafe, excessively heavy for the size of the crew booked, or installed in a way that makes safe removal impracticable.

6. Payments and Charges

6.1 Charges for Services will be as set out in the quotation or as otherwise agreed in writing prior to the commencement of Services.

6.2 Payment terms will be stated by the Company and may include payment in advance, payment on completion, or a split payment schedule. Unless other arrangements are agreed in writing, payment is due on completion of the Services on the same day.

6.3 The Company accepts payment by methods indicated at the time of booking. The Customer is responsible for ensuring cleared funds are available when payment is due.

6.4 Additional charges may apply if:

a) The move takes longer than estimated due to factors outside the Companys control, including poor access, waiting for keys, or additional items not disclosed at the time of quotation.

b) Extra services are requested by the Customer on the day of the move, such as additional drops, extra labour, or furniture assembly.

c) The distance travelled, tolls, congestion charges, parking fees, or ferry charges differ from the assumptions made when the quotation was prepared.

6.5 The Company reserves the right to charge interest on overdue amounts at the statutory rate, accruing daily from the due date until payment is made in full.

7. Cancellations and Amendments

7.1 The Customer may cancel or amend a booking by giving notice to the Company. Any such changes are subject to availability and these Terms and Conditions.

7.2 The Company may apply a cancellation charge depending on the notice given:

a) Cancellation more than 7 days before the agreed date: No cancellation fee, and any deposit paid may be refunded or applied to a future booking at the Companys discretion.

b) Cancellation between 7 days and 48 hours before the agreed date: The Company may retain part or all of the deposit or charge up to 50 percent of the quoted price.

c) Cancellation less than 48 hours before the agreed date or failure to be present at the agreed time: The Company may charge up to 100 percent of the quoted price.

7.3 If the Customer wishes to change the date, time, or scope of the Services, the Company will use reasonable efforts to accommodate the change but cannot guarantee availability. Any revised quotation will be confirmed before the change is accepted.

7.4 The Company reserves the right to cancel or postpone a booking due to circumstances beyond its reasonable control, such as severe weather, vehicle breakdown, accidents, illness, or other emergencies. In such cases, the Company will aim to rearrange the Services at the earliest convenient time. The Company shall not be liable for any indirect loss or consequential loss arising from such cancellation or postponement.

8. Liability and Limitations

8.1 The Company will take reasonable care in handling and transporting the Customers Goods. However, the Companys liability for loss of or damage to Goods is limited as set out in this section.

8.2 The Company will not be liable for:

a) Loss or damage arising from inherent defects, weaknesses, or pre-existing damage in the Goods.

b) Electrical or mechanical derangement of appliances or equipment unless there is evidence of external physical damage caused by the Company.

c) Damage to Goods packed by the Customer where no obvious external damage to the packaging is evident.

d) Damage caused by inadequate packing or protection by the Customer.

e) Loss or damage arising from war, terrorism, acts of government, public disorder, or other events beyond the reasonable control of the Company.

f) Indirect or consequential loss, including loss of income, profits, or opportunity, however arising.

8.3 The Companys total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable replacement value per item, subject to a total aggregate limit for any one move. The applicable limits may be stated in the quotation or otherwise communicated to the Customer.

8.4 The Customer is encouraged to arrange appropriate insurance cover for high-value items or for the overall move, especially where the value of the Goods exceeds the Companys standard liability limits.

8.5 Any claim for loss or damage to Goods must be notified to the Company in writing as soon as reasonably practicable and in any event within 7 days of the completion of the Services, providing full details of the alleged loss or damage. The Customer must allow the Company a reasonable opportunity to inspect the Goods and investigate the claim.

9. Excluded Risks and Customer Packed Boxes

9.1 The Company will not be liable for any damage to the contents of boxes, bags, or containers that were packed by the Customer unless there is clear evidence that the damage was caused by a significant impact or accident directly attributable to the actions of the Company.

9.2 The Company does not accept responsibility for items of sentimental value or unique items not specifically declared and agreed in writing prior to the move.

10. Waste, Rubbish and Environmental Regulations

10.1 The Company is not a licensed waste carrier unless stated otherwise and does not provide a general rubbish removal service. Any request to remove waste or unwanted items must be agreed in advance and may require proof of appropriate licensing.

10.2 The Customer must not ask the Company to transport or dispose of controlled waste, hazardous waste, or any materials that must be handled under specific waste regulations unless the Company has expressly agreed and holds the necessary authorisations.

10.3 Where the Company agrees to take away unwanted items or packaging, the Customer acknowledges that these may be subject to recycling or disposal fees, which will be added to the final invoice.

10.4 The Customer is responsible for complying with all applicable environmental and waste regulations relating to the Goods, including ensuring that waste electrical and electronic equipment, building materials, or hazardous substances are managed using appropriate channels.

11. Delays and Waiting Time

11.1 The Company will use reasonable efforts to arrive at the agreed time; however, all arrival times are estimates and may be affected by traffic, road closures, weather, or other factors beyond the Companys control.

11.2 The Company shall not be liable for delays caused by events outside its reasonable control. Where delays occur, the Company will endeavour to keep the Customer informed.

11.3 Waiting time charges may apply if the Company is unable to commence work on arrival due to the Customer not being ready, lack of access, waiting for keys, or other issues not caused by the Company.

12. Complaints

12.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the team on site where possible so that the Company has an opportunity to address the concern promptly.

12.2 Any formal complaint should be submitted to the Company in writing within a reasonable time following completion of the Services, giving full details of the issue and any loss or damage claimed.

12.3 The Company will investigate complaints in good faith and aim to respond within a reasonable time. Making a complaint does not suspend the Customers obligation to pay for the Services provided.

13. Data Protection and Privacy

13.1 The Company may collect and process personal data relating to the Customer for the purposes of managing bookings, delivering Services, and administering accounts.

13.2 The Company will handle personal data in accordance with applicable UK data protection laws and will not sell or share personal data with third parties except where necessary to perform the Services, comply with legal obligations, or with the Customers consent.

14. Termination

14.1 The Company may terminate the Contract or suspend the provision of Services immediately if the Customer:

a) Fails to make payment when due.

b) Acts abusively or threatens the safety of the Companys staff.

c) Requests the Company to undertake illegal or unsafe activities.

14.2 On termination, the Customer shall immediately pay all outstanding sums due to the Company.

15. Governing Law and Jurisdiction

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

15.2 The parties 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 their subject matter.

16. General Provisions

16.1 No variation of these Terms and Conditions shall be effective unless agreed in writing by the Company.

16.2 If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

16.3 The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company.

16.4 The Company reserves the right to update these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract.