Terms & Conditions

These Terms & Conditions apply to all services provided by Leicester Moving Company. They are designed to ensure fairness, transparency, and clarity for both parties. Please read them carefully before booking.

Last updated: 8 June 2026
Company: Leicester Moving Company
Email: quote@leicestermovingcompany.co.uk

Waste Carrier Licence Number: CBDU585423

Terms and Conditions

Scope of Services and Definitions

We are a UK-based home removals company offering the following services:

Local and Long-Distance Removals: Transport of household goods and furniture from one address to another, within local areas or across longer distances using appropriate vehicles.
House Clearances: Removal of unwanted items and debris from a residential property (loft, garage, garden, etc.).
Licensed Waste Removal: Collection and disposal of non-hazardous waste during moves. We are a registered waste carrier and will only take waste we are legally authorized to handle. Hazardous materials (chemicals, asbestos, oils, etc.) are not accepted. Waste is managed in compliance with law.
Packing Services: Professional packing of your goods by our staff using supplied boxes and materials (extra cost applies). We are not liable for items you pack yourself.
Furniture Assembly/Disassembly: Dismantling or assembling flat-pack or fitted furniture at origin or destination; charged separately. Please note: Flat-pack furniture is generally not designed to be dismantled and reassembled multiple times. We will take care during disassembly, but we cannot accept liability for any damage resulting from the dismantling or reassembly process. You must provide the original assembly instructions or manufacturer guidance; without these, we may be unable to proceed or additional time and charges may apply.
Man & Van Services: Transport of single items or small loads using a one- or two-person van crew (minimum charge applies).
Packing and Liability for Man & Van Services:
“Man and Van” is a transport-only service. Customers are responsible for packing, securing, and protecting their own items. We are not liable for damages to unprotected or inadequately packed goods, unless gross negligence is proven.
No liability is accepted for fragile items (e.g. TVs, mirrors, glass) unless properly boxed and protected by the customer.
Goods in Transit insurance does not cover items not packed by our team unless otherwise stated in writing.
Staff and Subcontractors: Services may be performed by our trained employees or approved subcontractors. We remain responsible for overall service delivery.

1. Introduction

These terms and conditions (“Terms”) govern all services provided by Leicester Moving Company (“we,” “us,” or “our”) for customers (“you,” “your”) related to our removals, house clearances, waste removal, packing services, flat pack assembly, and other related services. By booking our services, you agree to these Terms.

2. Quotes and Pricing

Our quotes are based on the information provided at the time of booking. If there are any significant changes to the scope of work, including undisclosed items or additional services, we may need to revise the quote. A revised quote must be agreed upon before work proceeds.

Breakdown of Quotes: All quotes include a detailed breakdown of costs, such as labour, transportation, packing materials (if applicable), and any special services requested (e.g., disassembly, assembly, or handling of fragile items).
Hourly and Fixed Price Options:
- For hourly rates, the customer is charged based on the time spent on the job, including travel, loading, unloading, and any additional time for special requests.
- For fixed-price quotes, the customer is charged a set amount for the entire job, based on the initial assessment. However, fixed-price quotes may change if additional services or items are added, or if circumstances change (e.g., unexpected delays or access issues).
Changes to Quotes: If the scope of work changes, such as adding more items, additional assembly/disassembly, or unexpected delays, the quote may need to be amended. Any changes or additions will require a revised quote and must be agreed upon by the customer in writing.
Additional Charges: Additional charges may apply for services like packing materials, assembly/disassembly, storage, waiting time, long-distance travel, or if the job extends beyond the agreed time. These charges will be discussed with the customer before they are applied.
Agreement of Changes: Any changes to the original quote, whether it’s for additional items, services, or delays, must be confirmed in writing (via email or other communication) by both the customer and us before work continues.

3. Booking Process and Deposits

All bookings must be confirmed in writing (email/online) with a deposit (typically 20% of the quote) to secure the date. The deposit is non-refundable (except as required by law), and the balance is due by the agreed date. By paying the deposit, you accept these Terms.

Quote Validity: Quotes are valid for a limited time (e.g. 28 days) and subject to availability.
Consumer Cancellation: If booked at a distance (online/phone), you have a 14-day cooling-off period for service contracts. If the move date falls within this period, cancellation rights end once work begins.
Changes: Date or service changes are subject to availability and may require a new deposit or fee.

4. Cancellation and Rescheduling

If you need to cancel or reschedule your booking, please notify Leicester Moving Company in writing as soon as possible.

Cancellation charges may apply depending on the notice given, the size of the job, the agreed booking date, reserved crew and vehicle time, and any costs or losses already incurred.

Our standard cancellation guide is:

More than 14 days before the job: loss of deposit only, unless specific costs have already been incurred.
7–14 days before the job: up to 50% of the quoted total may be chargeable.
Less than 7 days before the job: up to 100% of the quoted total may be chargeable where we are unable to reasonably refill the booking slot or have already committed crew, vehicles, hire costs or other job-specific costs.

Any cancellation charge will be assessed fairly based on the circumstances and will not exceed our reasonable losses resulting from the cancellation.

No-shows, lock-outs, failed access, or cancellation when our team has already attended may result in the full quoted amount being chargeable.

Where possible, we will try to reduce cancellation charges by rebooking the slot or rescheduling the job. Rescheduling is subject to availability and may require a new deposit or rescheduling fee, especially where short notice is given.

Payment of Cancellation Charges

If cancellation charges apply and only a deposit has been paid, any remaining balance due will be invoiced to you. Payment must be made within 7 days of the invoice date.

If payment is not received, we reserve the right to recover the outstanding amount through appropriate lawful means, including the UK Small Claims Court or a debt recovery process where necessary. Any reasonable recovery costs that are legally recoverable may be added to the outstanding balance.

5. Payment Terms

Payment is due in full as agreed: deposit on booking and balance before or on completion. We accept bank transfer, cheque, or other agreed methods. Charges are in GBP. If payment is late, we may suspend the service.

Late Payment: Overdue amounts incur interest at 8% above the Bank of England base rate (daily) plus recovery costs.
Non-Payment: We may take legal action for unpaid fees and retain goods until paid.
Retention of Title: Until full payment, any goods in our custody remain at your risk.

6. Waiting Time, Key Waiting and Late Unloading

For completion-day moves, quotes are based on the agreed job details, access, inventory, crew, vehicles and expected timing.

If key release or access to the delivery property is delayed, waiting time may be chargeable unless Optional Key Waiting Cover has been agreed and paid for in advance.

Where Optional Key Waiting Cover is included, it applies only to the agreed waiting period stated in your quote. If keys are released within that covered period, we will continue with the agreed unload without charging extra solely because unloading continues after the covered waiting window.

Optional Key Waiting Cover does not include unlimited late-night working, extra items, extra trips, poor access, unready packing, additional dismantling, changes to the agreed inventory, or work outside the agreed quote.

If keys are not released within the agreed covered period, further waiting, late unloading, overnight storage, redelivery or rescheduling may be reviewed and charged separately.

If no Key Waiting Cover is included, waiting after the agreed included period is charged at the waiting rate stated in your quote.

7. Overtime, Additional Time and Out-of-Hours Charges

Standard working hours are usually Monday to Friday, 08:00–17:00, unless otherwise agreed.

For hourly services, the customer is charged based on the time spent on the job, subject to the agreed hourly rate and minimum booking period.

For fixed-price quotes, the price is based on the agreed inventory, access, crew, vehicles, distance, property details and services included at the time of booking. Fixed-price quotes do not include unlimited time or additional work outside the agreed quote.

Additional charges may apply if the job takes longer or changes because of extra items, additional stops, waiting time, key delays, poor access, long carries, parking issues, stairs or lifts not disclosed, unready packing, extra dismantling/reassembly, changes to the agreed inventory, or any other circumstances outside the original quote.

Work required outside normal hours, at weekends, on public holidays, or significantly beyond the agreed job scope may be charged at a higher rate where agreed or where reasonably necessary to complete the job.

8. Damage, Liability, and Customer Responsibilities

We will use reasonable care. If we fail and goods are damaged, you can have the service redone or get a price reduction.

Standard Liability Limit: Unless a higher value has been declared and agreed in writing before the job, our standard liability is limited to £40 per item, subject to our full Terms & Conditions and the circumstances of the claim. This is not full replacement-value cover. Higher-value, fragile, antique, sentimental or specialist items must be declared before the move so suitable options can be discussed.
Exclusions: No liability for wear and tear, inherent defects, improper packing by you, or indirect losses.
Subcontractors: Subcontractors act under our oversight; our liability limits apply to their actions.
Claims: Inspect goods on delivery and note any damage on the inventory. Report hidden damage in writing within 7 days with evidence (photos, repair invoice).
Our maximum total liability, whether in contract, tort, or otherwise, is limited to the total amount paid for the service unless otherwise agreed in writing.

9. Customer Responsibilities:

Ensure all items are packed, labelled, and ready. We are not responsible for delays caused by disorganised or unprepared premises.
Disassemble furniture if you have not arranged this service.
Keep pathways clear and accessible for moving items.
Arrange suitable parking and access at both properties.
Secure pets and supervise children away from the working area.
Remove hazardous or prohibited items.
If you request items be moved through windows, tight spaces, or in risky conditions, this is done at your own risk.
You must be available at both ends of the move or appoint a responsible person to represent you. This person must confirm the inventory and condition of items.
Any assistance provided by the customer during loading/unloading is at their own risk.
If our team cannot safely or lawfully access the property, or if no authorised person is present to supervise or confirm delivery, we reserve the right to cancel or postpone the job. Charges for wasted time, travel, or storage may apply.

10. Insurance Disclosure and Optional Cover

We carry standard Goods in Transit and Public Liability insurance, subject to policy terms, exclusions and claim limits.

Unless a higher value has been declared and agreed in writing before the job, our standard liability is limited to £40 per item, subject to our full Terms & Conditions and the circumstances of the claim. This is not full replacement-value cover.

Higher-value, fragile, antique, sentimental, electronic, glass, mirrored or specialist items must be declared before the move. For higher-value items, you should arrange your own additional insurance or ask us in advance whether any additional cover options are available.

11. Force Majeure

We shall not be held liable for any failure or delay in the performance of our obligations where such failure or delay results from causes beyond our reasonable control. This includes, but is not limited to:

Acts of God (e.g. flooding, storms, earthquakes)
Fire, pandemics, or epidemics
Road closures, traffic accidents, or mechanical breakdowns
Strikes, labour disputes, or disruptions by third parties
Government restrictions or legal regulations
Illness or medical emergencies affecting our staff

In such circumstances, we will make every reasonable effort to notify the customer and reschedule the service as soon as it is safe and practical to do so.

Any deposits, payments or rescheduling requests will be handled fairly based on the circumstances, work already completed, costs already incurred, and our legal obligations.

12. Waste Handling Responsibilities (UK Law)

We handle waste under the Environmental Protection Act 1990. Only non-hazardous household/garden waste may be removed. You must remove hazardous items (asbestos, chemicals, oils, etc.) before our arrival. We dispose of waste at licensed facilities; any disposal/recycling fees (including landfill tax) are charged to you. You confirm we are permitted to remove the waste; you remain liable for any breaches of waste law.

13. Health and Safety

We comply with the Health and Safety at Work Act 1974. Our crew is trained and insured. Inform us of any hazards (broken stairs, vermin, etc.) before work. If unsafe, we may pause or stop work; any delays or extra work caused by hazards will be charged.

14. Complaints and Dispute Resolution

If you have a complaint, contact us promptly. We will attempt to resolve it (e.g. redo work or offer a discount). Under UK law, if service was not provided with reasonable care, you may demand it be re-performed or claim a reduction. If unresolved, you may use ADR schemes or legal action (e.g. small claims up to £10,000). This agreement is governed by English law (or local UK law) and disputes go to the appropriate courts.

15. Privacy and Data Protection

We collect personal data (name, address, contact info, inventory, payment details) to provide and manage our services. Processing is lawful under UK GDPR and the Data Protection Act 2018. We use your data only for scheduling the move, communication, invoicing, and insurance. We will not share your data except as needed for the move (subcontractors, insurers) or as required by law. We keep it secure and retain it only as long as needed. You have rights to access, correct or delete your personal data; see our Privacy Policy for details.

16. Acceptance of Terms

By paying the deposit, signing our booking form, or allowing work to start, you confirm that you have read and accepted these Terms in full. These terms are the entire agreement. Customer acceptance of these Terms is required before any service is provided.

17. Man & Van Specific Terms

Man & Van is a time-based service suitable for smaller moves, furniture collections, student moves, single-item jobs and local transport work.

The price is based on the agreed hourly rate, minimum booking period, crew size, access, distance, item list and any extras agreed before the job.

Time usually runs from arrival at the collection address until unloading is complete, unless otherwise agreed in writing.

The customer must ensure all items are packed, ready to move, safely accessible and suitable for transport. Large furniture, appliances or awkward items must be declared before booking.

Parking, access, stairs, long carries, waiting time, extra items, additional stops, dismantling/reassembly, packing, wrapping or disposal may increase the final cost if not included in the original quote.

Fragile, high-value, glass, mirrored, electronic, antique, sentimental or specialist items must be declared before the job. Items packed or prepared by the customer remain the customer’s responsibility unless otherwise agreed in writing.

A booking deposit may be required to secure the slot. The remaining balance is payable on completion unless otherwise agreed.

18. Adjustments & Allowances (House Clearances & Waste Removal)

Scope: This section applies only to House Clearance and Waste Removal services provided by Leicester Moving Company.

Fixed Package: Your quoted price includes the agreed waste types, item list, volume, weight allowance, disposal allowance, labour, loading, sorting and transport to licensed disposal or recycling facilities, as stated in your quote. Anything outside the agreed quote, including extra items, hidden waste, heavier-than-described loads, specialist waste, restricted items, poor access or additional labour, may be charged separately.

No Credits if Lighter: If the actual weight or volume is less than the allowance, the quoted price remains unchanged. Labour, logistics, and scheduling are pre-committed.

Only if Higher: If the total weight, volume, or material type exceeds the quoted allowance, we’ll confirm this on-site before continuing. Any extra weight or volume will be charged at our published additional rates (see pricing section or quote breakdown).

Charity & Recycling: Where practical, items suitable for reuse or recycling will be separated within the included labour time. These diversions are counted within the total allowance and do not reduce the quoted price.

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