d. Preferred dates and times, and any time restrictions at either address.

3.3 The Company may rely on information supplied by the Customer when estimating the size of vehicle, number of staff and duration required. If the information proves incomplete or inaccurate, the Company may adjust the price, change the resources allocated, or in extreme circumstances decline to proceed if it would be unsafe or unreasonable to do so.

3.4 A booking is not guaranteed until confirmed by the Company. The Company may refuse a booking at its discretion, including where it reasonably believes that the work cannot be carried out safely, lawfully, or within the requested timescale.

4. Quotations and Pricing

4.1 Any quotation or price indication is based on information provided by the Customer and on normal access conditions. Quotations may be given as a fixed price, hourly rate or a combination of both, as specified in the booking confirmation.

4.2 Unless otherwise stated, quotations do not include:

a. Parking charges, tolls, congestion charges or similar fees.

b. Disassembly or reassembly of furniture or appliances.

c. Packing or unpacking of Items.

d. Handling of Items requiring specialist equipment or additional labour.

e. Removal or disposal of waste, unless expressly agreed.

4.3 The Company reserves the right to amend a quotation or the final price where:

a. The Customer has failed to disclose relevant information about access, volume, distance or nature of the Items.

b. The move takes significantly longer than expected due to circumstances beyond the Company’s control, including delays caused by the Customer.

c. Additional services are requested on the day of the move.

5. Payments and Charges

5.1 The Customer agrees to pay the Company’s charges in accordance with the agreed pricing structure. The Company will inform the Customer at the time of booking whether payment is required in advance, on completion, or partly in advance and partly on completion.

5.2 Payment must be made in the form accepted by the Company at the time of the booking. The Company may require a deposit to secure the booking. Deposits are applied towards the total price of the Services.

5.3 If payment is not made when due, the Company may:

a. Withhold or suspend Services.

b. Charge interest on overdue amounts at the statutory rate from the due date until payment is received in full.

5.4 Where the Customer is a business, the Company reserves the right to require payment in full before commencement of the Services or to operate on agreed credit terms, subject to status.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by giving notice to the Company. The following cancellation charges may apply, based on the time between the cancellation notice and the scheduled start time:

a. More than 72 hours: deposit or prepayment may be refunded or transferred at the Company’s discretion.

b. Between 24 and 72 hours: the Company may retain all or part of the deposit or charge up to 50 percent of the estimated price.

c. Less than 24 hours or on the day of the move: the Company may charge up to 100 percent of the estimated price.

6.2 If the Customer wishes to amend the date, time, or scope of the Services, the Company will make reasonable efforts to accommodate the change but cannot guarantee availability. Changes may result in an adjusted price or additional charges.

6.3 The Company may cancel or reschedule the Services where it is unable to perform them due to circumstances beyond its reasonable control, including severe weather, road closures, accidents, staff illness, vehicle breakdown, or legal restrictions. In such cases, the Company will offer an alternative date or a refund of any prepayments for Services not provided. The Company will not be liable for any consequential loss arising from such cancellation or delay.

7. Customer Responsibilities

7.1 The Customer is responsible for:

a. Ensuring that all Items are properly packed, secure and ready to be moved, unless packing services have been expressly agreed.

b. Ensuring that all fragile or valuable Items are clearly identified and appropriately protected.

c. Arranging suitable parking and access for the Company’s vehicle at both collection and delivery addresses, and for any permits or permissions required.

d. Complying with all relevant laws, regulations and building rules affecting access, loading or unloading.

e. Being present, or ensuring that an authorised representative is present, at both collection and delivery addresses to supervise and sign off the work.

7.2 If suitable parking is not available and the Company incurs parking penalties or additional charges despite reasonable efforts, the Customer may be required to reimburse such costs.

8. Excluded and Restricted Items

8.1 The Company will not knowingly transport, store or handle:

a. Illegal goods, including stolen or counterfeit Items.

b. Explosives, flammable substances or hazardous materials.

c. Perishable goods requiring controlled conditions.

d. Animals or live plants, unless expressly agreed.

8.2 The Customer must inform the Company in advance of any Items that are unusually heavy, awkward, delicate or of high value. The Company reserves the right to refuse to handle Items where it reasonably considers that doing so would be unsafe, unlawful or likely to cause damage.

9. Liability and Insurance

9.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss or damage to Items is limited as set out in this clause.

9.2 The Company’s liability for loss of or damage to Items arising from its negligence or breach of contract will not exceed a reasonable replacement value per Item or per job, subject to any specific written agreement with the Customer.

9.3 The Company will not be liable for:

a. Loss or damage arising from the Customer’s failure to pack Items safely or to protect fragile or valuable Items.

b. Damage to Items where the Customer or any third party assists in loading or unloading against the Company’s advice.

c. Loss or damage resulting from wear and tear, inherent defects, pre-existing damage, or the nature of the Items.

d. Consequential loss, such as loss of profits, loss of business, or loss of opportunity.

9.4 The Customer must inspect Items on completion of the move and report any visible loss or damage to the Company as soon as reasonably possible, and in any event within a reasonable period after the Services are completed. Failure to notify within a reasonable period may affect the ability to investigate and may limit any compensation.

9.5 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.

10. Waste and Disposal Regulations

10.1 The Company operates in accordance with UK waste and environmental regulations. The Company is not a general waste disposal operator and will only remove waste or unwanted Items where this has been expressly agreed as part of the Services.

10.2 The Customer must not present Items for removal that are classified as hazardous or controlled waste unless this has been specifically agreed and lawful arrangements have been made. The Company reserves the right to refuse any Items that it reasonably suspects may be unlawful, unsafe or non-compliant with waste regulations.

10.3 Where the Company agrees to remove Items for disposal or recycling, the Customer confirms that they have the legal right to dispose of those Items and that they are not subject to any third-party claim, finance or hire-purchase agreement.

10.4 The Customer remains responsible for any waste that the Company is unable to remove due to legal or safety reasons, or where the Customer has failed to disclose the true nature of the Items.

11. Delays, Access and Waiting Time

11.1 The Company will use reasonable efforts to arrive at the agreed time. However, arrival times are estimates and may be affected by traffic, weather or other factors beyond the Company’s control. The Company is not liable for delay caused by such circumstances.

11.2 If the Company is unable to gain access to the collection or delivery address at the agreed time, or if the Customer is not present or ready, waiting time may be charged at the applicable hourly rate.

11.3 Where access is significantly more difficult than described, for example due to narrow stairways, lack of lift access or long carrying distances, the Company may charge additional fees or, if it is unsafe to proceed, decline to move certain Items.

12. Complaints and Dispute Resolution

12.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, remedied.

12.2 The Company will aim to respond to complaints promptly and to work with the Customer to reach a fair resolution. The Customer may be asked to provide photographs, descriptions or other evidence in support of a claim.

13. Data Protection

13.1 The Company processes personal data in order to manage bookings, provide Services and comply with legal obligations. The Company will handle personal data in a lawful, fair and secure manner.

13.2 The Customer agrees that their contact details and relevant information relating to the move may be used for the purposes of administering the Contract and improving the Company’s services. Personal data will not be sold to third parties.

14. Variation of Terms

14.1 The Company may update these Terms and Conditions from time to time. The version in force at the time of the booking will apply to that Contract unless otherwise agreed in writing.

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 shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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, the Services, or the Contract between the Company and the Customer.

By proceeding with a booking or allowing work to commence, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.