Terms & Conditions

1. Bookings

1.1 There is a 2 hours minimum charge on all jobs.

1.2 Any additional time of the job customer booked, we charge every half hour.

1.3 We do take bookings outside of office hours but you would have to call us within office hours to confirm.

1.4 Any bookings made outside office hours will be confirmed by a call agent the next working day.

1.5 It is the customer's responsibility to choose the correct size, van we accept no liability for an incorrectly chosen van size – our customer services team will give you all the relevant measurements to help you make your choice.

2. Job Conditions

2.1 If the journey is over 3 miles, we require you to pay £1 per mile in addition (first 3 miles FREE)

2.2 An additional charge for stairs may apply.

2.3 If any of the addresses you are travelling to or from enter the congestion zone a congestion fee will apply.

2.4 If the journey is out of London, customer will be charged extra £0.50 per mile as a driver fuel allowance.

2.5 Arrival time on any job is estimated. We will do our best to be on time, but there may be delays caused by circumstances out of our control. (e.g. weather, traffic…

2.6 All our drivers carry trolleys straps and blankets, but please tell our call agents if you have any requirements other than the above.

2.7 If the customer chooses our no-loading service they are solely liable for any damage to their goods, the driver will not have any involvement in the loading and unloading of goods. Our insurance will only cover your goods in the event of a road traffic accident.

2.8 We do not accept responsibility for damaged or lost property when Job Completion Form is signed.

2.9 For bookings before 4am and after 23pm please call the office to enquire about our prices.

3. Customer

3.1 It’s the customers responsibility to provide parking (reserve a space for the van outside of property before our arrival or arrange a suspension or permit where necessary with local council). If there is no pre-arranged parking and our van receives a ticket, it will be the customer’s responsibility to pay the fine to the driver at the end of job.

3.2 It’s the customer’s responsibility to pack everything properly. We do not accept responsibility for damage or breakage caused by poor packing. Unless the packing service is requierd to do by us.

3.3 When booking over the phone, email or online it’s the customer’s responsibility to choose the correct size van for their move. We will give assistance on choosing the correct size van by the articles we have on our website, gif images and the experience of the agents on the phone. But this will only be a best guess and we will not accept any liability for any extra time, journeys or cost associated with the van size being incorrect.

3.4 If any delay is caused by the customer (e.g. everything is not packed, waiting for keys, incorrect address, etc.) we reserve the right to add an extra cost to the final bill.

3.5 Staff abuse will not be tolerated. If the driver is forced to terminate a job because of abuse from a customer, the customer will still be charged in full.

3.6 If we are not told that a job may need multiple journeys you may incur a fuel charge.

3.7 Any complaints need to be made before the driver leaves the job. Any complaints made after the driver leaves will not be up to us to give compensation as it is not possible to accurately confirm liability.

4. Cancellation

4.1 Customers wishing to make changes to their booking may do so, as long as they give at least 48 hours notice of the booked arrival time. Any changes with less than 48 hours notice will be chargeable at our discretion.

4.2 Any job not paid upon completion will be subject to a discretionary 100% surcharge.

4.3 We reserve the right to change or cancel any bookings with at least 48 hours notice of the booked arrival time.

4.4 We reserve the right, upon non-payment of cancellation charge, to register your details with various blacklists and credit reference agencies.