Terms and Conditions

1.0 Abuse 

2.0 Loose Items

3.0 Access

4.0 Dismantling & Reassembly 

5.0 Waste Removal

6.0 Collection & Assembly 

7.0 Deposits 

8.0 Cancellation

9.0 Payments 

10.0 Special Items

11.0 Damages or loss

12.0 Change of plans

We cannot put it simply enough, WE DO NOT TOLERATE ABUSE. Our staff have the right to a safe and abuse-free work environment, therefore we absolutely, completely, and unequivocally DO NOT tolerate abuse of any nature or in any way, shape or form. This includes but is not limited to verbal, physical, racial, or sexist abuse. Should there be any issues, queries, or concerns with your removal process we will be absolutely happy to help you, our removal leader will be able to answer any concerns you may have and should that not be sufficient you can ask to speak to a manager at any time. Any and all disputes will be dealt with appropriately in a cool, calm, and collected manner. In extreme circumstances, our removal leader reserves the right to deem what is considered grounds for postponement or cancellation of your removal process and essentially “shut the doors” as it were, with any of the customer’s belongings not yet unloaded from our vehicles being taken to a secure storage facility until arrangements have been made to complete the removal process. The customer will be liable for the full amount quoted for the removal and any additional fees incurred by this, should those fees not be paid we reserve the right to hold collateral or in extreme circumstances commence the resale of items in order to retrieve costs. In short .. we are nice … so be nice :)  

All loose items are to be packed prior to our arrival unless otherwise agreed by us, while we will load loose items if asked to, we cannot take responsibility for loose items in transit. Any damages to unpacked items are not covered by insurance and are the responsibility of the customer. While we will do our utmost to assist in any way we can, we do not pack small or loose items on the day of removal unless otherwise agreed, packing can be arranged prior to our arrival, failure to pack items prior to our arrival can result in delays in an otherwise smooth removal process and/or damages to the customer’s belongings. Any delay caused by any of the above could result in additional fees at the discretion of the removal manager.

We understand that certain delays can happen and we will do our best to accommodate you in any way we can. However, should we not be able to access a property that the customer is to be moved into additional fees can incur. Should there be a delay in gaining access to any property (building works, handover of keys, transfer of funds, carpet fitting, etc.) we will do our best to adapt to the situation and move forward with the removal in the best interests of the customer, however, prolonged time delay leaving us unable to gain access to any property can result in additional fees. In serious circumstances, we may be forced to place belongings into storage. Such a decision will be taken by a manager of the removal team sent out on the day. Should this instance occur, the full amount for the removal will still be due and additional fees for storage and completing your removal on a different date will incur. 

We try to avoid unnecessary dismantling where possible, only electing to dismantle an item where it is necessary in order to remove it from the property or by the request of the customer. 

All items to be dismantled for any reason should be pre organized with us when booking your removal and prior to our arrival, we understand that sometimes these things can go forgotten or in some cases the need for dismantling can go unnoticed until the day or the removal but should it not be pre organized it may be that we don't have sufficient manpower, tools or time to do any necessary dismantling on the day, we will however do our very best, but to ensure a smooth removal process we do highly recommend bringing all necessary dismantling to our attention when making your booking.

Certain items are not designed to be dismantled therefore we reserve the right to refuse to move or dismantle any item especially when not pre-arranged at the time of your booking.

Any and all dismantling carries additional fees, prices vary depending on the item in question. please ask for further details on pricing. 

Certain simple items are exempt from our dismantling fees such as for example, removing the feet from a sofa or table, splitting a sofa in two etc.

We reserve the right to determine what we consider to be a simple or a chargeable/billable dismantle upon any item and at any time.

When booking a waste removal we will ask details for all items being taken away by us, often requesting a picture to ensure we give a correct and accurate quote, should more items be added between taking your booking and our arrival to collect your waste we reserve the right to refuse or delay collection pending an adjustment of the previously agreed quote.

Any additional items added may also be refused due to a lack of space as generally on a day we will do multiple collections and taking more away than agreed may take up more space making our next collection impossible.

Should we underestimate the amount of waste we agree to and fail to clear it all on the agreed date we will arrange another date to collect from you at our earliest availability.

All waste removed is responsibly disposed of at a licensed trade waste facility, in some cases we reserve the right to opt to " rehome " certain items where possible by donating to charity, or passing it on to others who may have need, we are very conscious of our waste and the waste load of our country in general so where possible we will endeavor to re-use and recycle as an alternative to simply throwing it away.

in some instances we may find it possible that an item to be taken away as waste holds resale value, we may find it viable in some circumstances to repurpose certain items via upcycling and placing them into our own storage in preparation for resale, this also helps in preventing excessive waste in general, we reserve the right to implement this at any time.

For collection and assembly we will collect and deliver your items for you and commence assembly at a pre agreed rate.

should assembly take longer than anticipated for any reason we will arrange to return on another day to complete the work for you , you will however be subject to a call out fee upon our return in addition to the agreed upon hourly rate. 

We require a deposit when taking all bookings, deposits are necessary to secure all dates, we cannot hold any date or take a booking without a deposit unless otherwise stated.

Deposits are non-refundable but, in some circumstances, may be rolled over should you wish to change the date of your booking, this is only possible with certain but not all bookings and in any case a change must be requested within one week of the date of your booking.

Rolling over a deposit by requesting a change of date for your booking may be possible if we have the date you wish to change to available and a minimum of one weeks' notice is given.

Should you wish to cancel your booking with us you will not receive a refund on any deposits made to secure your booking.

should you wish to cancel your booking within 7 days (168 hours) of the date of your booking you may be liable for up to 25% of the fees quoted to you for your booking.

Should you cancel your booking within 48 hours of the date booked for you may be liable for up to 50% of the fees quoted to you for your booking.

Should you wish to cancel your booking within the 48 hour time period we reserve the right to apply charges necessary to secure your booking. (Up to 50%)

Moving is a complex thing to organize so once your deposit has been taken and your booking secured things such as making staff available, making vehicles available and other admin will be put into place , costing time and money , we also will very unlikely be able to book a day out for other work at such short notice resulting in staff being left with a loss of earnings, our 48 hour cancellation policy is designed to help cover these costs.

All payments must be made within 24 hours of completion of your booking unless otherwise agreed with us.

Failure to pay an outstanding balance can result in interest rates being added to your original quote given for the booking, interest rates charged will be in accordance with the current banking rates of interest issued by our bank at the time of the debt being owed.

In extreme circumstances of failure to pay outstanding debt to us we may pass the debt on to a debt collection agency in order to recover funds.

We reserve the right to refuse to move any item at anytime.

Should we feel an item cannot be moved without causing damage to it, we reserve the right to refuse to move  said item , in some circumstances we may be given written permission to move an item we feel is in danger of breaking by the customer, the decision ultimately however will be ours as to whether we move any item, should this option be applied by the customer and agreed upon by us the item in question would not be covered by our insurance policy.

We reserve the right to refuse to move any item not covered by our insurance, some examples of such items include but are not limited to hazardous or toxic waste, sensitive materials, unsanitary items, items exceeding our insurance cover amount, any item that may cause harm to any member of our staff and or others it may pertain to.

We strive to take the utmost care and attention with any and all items we move, unfortunately, accidents can happen.

Any breakages, damages, loss or otherwise are covered under our insurance policy unless otherwise stated, (verbally or via written correspondence) should any damages or loss occur this should be reported to us immediately to ensure we can endeavor to put things right in the best possible way.

Should we be moving your items into storage you will be sent pictures upon request so as to ensure nothing was damaged while loading or unloading, we cannot take responsibility for any damages for anything brought to our attention once we have left the storage facility.

We cannot take responsibility for any damages or loss that occurs should the item in question be moved in our absence.

We cannot take responsibility for any loose items improperly wrapped , all items should be boxed, bagged or wrapped prior to our arrival.

We cannot take responsibility for any loss or damages brought to our attention after a seven day period.

We cannot take responsibility for any loss of items, items will be loaded into the vehicle provided and unloaded at a location of your choosing, making the opportunity for loss extremely limited, we can't however accept the responsibility for any loss of any items including but not limited to, nuts and bolts, tools, furniture etc..

Please ensure all small items are properly packed to ensure no losses or damages occur.