Terms & Conditions

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

Notify us in writing immediately if you must cancel or reschedule. Cancellation charges apply based on notice:

>14 days: loss of deposit only.
7–14 days: 50% of total.
<7 days: 100% of total.
No-shows or lock-outs incur full charges. Rescheduling may require a new deposit or fee.

Payment of Cancellation Charges
If cancellation charges apply and you have only paid a deposit, the remaining balance due (e.g. 50% or 100% of the quoted total) 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 take legal action through the UK Small Claims Court or refer the matter to a debt collection agency. All costs associated with debt recovery will be added to the outstanding amount.

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 Waiver, and Unloading Policy

Our quote includes a short free waiting period (typically 30 minutes) per location. After that, waiting is charged per man per hour. If you are waiting on keys to access the property, you can opt to pay a £50 key waiver in advance, which covers up to 2 hours of waiting. If the key delay is shorter than 2 hours, we may refund the unused time at our discretion.

Unloading must be completed by a feasible cut-off time, typically no later than 8:00 PM. If this cannot be achieved, the following applies:

If safe and legal, we may continue unloading past 8:00 PM with your agreement. Overtime charges will apply.
If unloading cannot be completed, we may take your goods to overnight storage (additional fee) and redeliver on the next available date. Redelivery and return mileage will be charged separately.
If we have another job booked the next day, redelivery may be delayed, and storage/overnight fees still apply.

If you refuse to pay for overtime, storage, or redelivery, we will not be liable for any delays, and goods will not be released until payment is received.

7. Overtime and Out-of-Hours Charges

Standard hours are Mon–Fri 08:00–17:00. Work outside these hours (evenings, weekends, public holidays) incurs higher rates (typically 1.5× normal). Overtime beyond agreed hours is charged at normal rates plus any surcharges.

If your move is priced on a fixed quote with an estimated completion time (e.g. 5 hours), overtime will begin when this time is exceeded, regardless of the time of day. For example, if a job is quoted for 5 hours and loading takes 4 hours, overtime will start 1 hour into unloading, even if this is before 5:00 PM. Fixed quotes do not guarantee unlimited time—only the service described within the estimated duration. Any time beyond the agreed estimate is subject to overtime charges.

Delays and Redelivery

We will do our best, but delays beyond our control (traffic, breakdowns, weather, etc.) may incur extra charges. If a delivery fails due to your site not being ready, a return trip is charged as a new job (travel, labour, fees).

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.

Liability Limit: Limited to £ per item (or £ per kg) unless higher value was declared/insured.
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).

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.

10. Insurance Disclosure and Optional Cover

We carry standard Goods-in-Transit and Public Liability insurance (limited cover). For high-value items, we recommend additional insurance (we can arrange full-value cover at extra cost). Without extra cover, any claim is limited to our policy.

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. No refunds will be issued for delays or cancellations due to force majeure events.

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.