Terms and conditions

These terms apply to every booking made with (, ). Your statutory rights as a consumer are not affected.

1. Quotes and prices

• Your online quote is based on the answers you give us (what is moving, addresses, distance, floors, extra stops, van and team you choose). If the details change, the price may change.
• We charge by the hour for the van and team you choose. Every booking is a minimum of 2 hours. The booking time is the drive time, rounded up to the next half hour, plus any loading and unloading time you add.
• The price also includes mileage, a charge for each floor without a lift, extra stops, and any tolls or road charges you tell us apply (such as the Congestion Charge, Dartford Crossing or river tunnels). If you book more than one van, hire, mileage, extra stops and tolls apply to each van.
• If the job runs longer than the time booked, overtime is charged at the hourly rate for your van and team, per half hour, as shown on your quote.

2. Booking and payment

• After you book, the confirmation email has a private link to your booking page, where you can see your details and pay any balance by card. Please keep that link private, because anyone who has it can view the booking.
• Your booking is confirmed when you pay the deposit (at least %, or the full amount) by card through our payment provider, Stripe, and we send you a confirmation email.
• Any balance is due on the day of the move, together with any overtime or extra charges.
• We can only accept bookings for days when we have vans available.

3. Changing or cancelling

• If you choose our ASAP (urgent, same-day) option, the ASAP fee is charged for priority scheduling and is not refunded if you cancel, unless we cancel.
• If you cancel at least hours before your booked start time, we refund your deposit in full.
• If you cancel later than that, or we arrive and the move cannot go ahead because of something outside our control, we may keep the deposit to cover our costs.
• To change the date, contact us as early as you can. We will move your booking if we have availability.
• If we have to cancel, we will tell you as soon as possible and refund everything you have paid.

4. Access, parking and waiting

• You are responsible for arranging parking, permits and access at both addresses, and for telling us about stairs, narrow doors, long carries or restricted access in advance.
• We include up to minutes of waiting at an address. After that, waiting time counts as booked time and is charged at the hourly rate.
• Please tell us about anything that affects access (height or weight restrictions, where we can park, permits, lifts, narrow stairs) in the notes box when you book. If the access information is wrong or missing and the van cannot get close or the job takes longer, the extra time is charged as overtime, and we may not be able to complete the move.
• Someone aged 18 or over must be present, or have authorised us, at each address.

4a. Dismantling and assembling furniture

• If you ask for dismantling or assembling, tell us what it is when you book. This is done with reasonable care and uses part of your booked time, so it can add to the time and cost if the job runs over.
• We are not responsible for items that were already damaged, weak or badly built, for missing or worn fixings, or for anything that cannot be taken apart or put back together without damage. Please keep the instructions and fittings for flat-pack furniture with you if you have them.
• We do not do electrical, gas or plumbing disconnections or fittings (for example cookers, washing machines, wall-mounted TVs and lights).

5. What we cannot move

For everyone's safety we cannot carry hazardous, flammable or illegal items (for example gas cylinders, fuel, paint, chemicals, weapons, drugs), live animals, perishable food, or cash, jewellery and other high-value or irreplaceable items. Please keep these with you. We may refuse items that are unsafe to move or that were not on your booking.

6. Your belongings and our insurance

• We carry: .
• Please pack carefully. We are not responsible for damage to items packed by you that shows no outside sign of damage, for existing damage or wear, for items that were not safe to move, or for damage caused by normal movement in transit to things that are already fragile or poorly built.
• If something is damaged or lost, tell us within days of the move, with photos and a description, so we can deal with it and, where needed, make a claim on our insurance.

7. Delays

We aim to arrive at the agreed time but cannot be responsible for delays caused by traffic, road closures, weather, breakdown or other things outside our control. Where this happens we will keep you informed.

8. Our responsibility to you

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything the law does not allow us to limit. Otherwise, we are responsible for losses that are a foreseeable result of us breaking these terms or being negligent, but not for losses that were not foreseeable, or for loss of income, business or opportunity.

9. Complaints

If something was not right, tell us as soon as possible on or at and we will do our best to put it right.

10. General

These terms are governed by the law of England and Wales. We may update them from time to time; the version in force when you booked applies to your booking. Please also read our privacy policy.