These Terms and Conditions govern the use of our services. By making a booking with us, you agree to be bound by the following terms. Please read them carefully before confirming your move.
1. Responsibility for Vehicle Size
It is the customer’s responsibility to select the correct vehicle size for their move. Our Customer Services Team can provide you with all relevant dimensions to help you decide, and you may also consult our Vehicle Size Guide available on the website. We cannot accept liability for issues arising from the customer choosing an unsuitable vehicle.
2. Parking Arrangements
2.1 Customers are solely responsible for arranging and reserving suitable parking at both collection and delivery addresses.
2.2 If no parking has been arranged and our driver is issued a penalty charge while parked in a position directed by the customer, the customer will be liable for the full cost of that penalty, payable at the end of the job.
3. Packing of Goods
3.1 Unless packing services are specifically requested and confirmed in advance, customers are responsible for ensuring that all items are packed securely and appropriately for transport.
3.2 We do not accept liability for damage, breakage, or loss caused by inadequate or improper packing undertaken by the customer.
4. Household Appliances
4.1 Customers must ensure that all fridge freezers are fully defrosted before transportation. Neither we nor our service providers accept liability for their contents or for damage caused by residual ice or fluids.
4.2 Washing machines, dishwashers, and similar appliances must be completely drained and dried prior to collection.
5. Furniture and Equipment Dismantling
5.1 Customers are responsible for dismantling any furniture, beds, units, or other large items before our team arrives, unless dismantling services have been requested in advance.
5.2 While our drivers carry basic tools, dismantling beyond simple tasks is not included unless explicitly agreed prior to the booking.
6. Access to Property
6.1 Customers must ensure safe, clear, and reasonable access to both the collection and delivery addresses. This includes staircases, lifts, hallways, and entry points.
6.2 Any delays or additional work caused by restricted access may result in extra charges.
7. Cancellations and Refunds
7.1 Cancellations made more than 7 working days (Mon–Fri) before the scheduled pickup time will be refunded in full.
7.2 Cancellations made within 7 working days but more than 24 hours before the pickup time will incur a 35% cancellation fee.
7.3 Cancellations made within 24 hours of the scheduled pickup time are non-refundable. All payments made will be retained as a cancellation fee to cover the driver’s reserved time.
7.4 Please note: under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, cancellation rights do not apply to contracts for the transport of goods scheduled for a specific date.
8. Insurance Cover
8.1 All service providers operating through our platform are required to hold valid insurance policies, details of which are displayed on our Prices page.
8.2 Insurance claims are subject to a £250 excess, payable by the customer.
8.3 Customers are advised to check the level of insurance cover provided and, if necessary, arrange additional insurance for valuable or fragile items.
9. Limitation of Liability
9.1 We are not liable for loss or damage resulting from circumstances beyond our reasonable control, including but not limited to: acts of God, extreme weather, traffic delays, strikes, or accidents.
9.2 We are not responsible for damage to goods resulting from inadequate packing, failure to follow these Terms, or where items are prohibited or unsafe for transport.
10. Governing Law
These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.