FAQ's
FREQUENTLY ASKED QUESTIONS (FAQ’s)
Booking and Quotes
Your online/instant price is an automated estimate based on the details you submit. It becomes a confirmed price only when we accept and confirm your booking in writing (and where applicable, payment is received).
No. A website enquiry or form submission is not a confirmed booking. Your booking becomes binding only when we confirm acceptance in writing.
Quotes are based on the information you provide, including:
- Collection and delivery addresses
- Access details (floors, lifts, stairs, restrictions)
- Parking availability
- Full inventory list of items to be moved
If details are missing or incorrect, the price may change or the booking may be reclassified.
Typically included: vehicle, fuel, and agreed crew for standard loading and unloading.
Not included unless agreed in writing: packing materials, dismantling/reassembly, specialist handling, storage, or extras.
Yes, if information provided is inaccurate, incomplete, or misleading, we may amend the price, reclassify the service, or cancel under the Terms (acting reasonably).
- Furniture Move: Smaller-scale move, usually based on a flexible time window
- Home Removal: Larger move needing a dedicated crew and separate scheduling
If the category doesn’t match the actual job size/access/safety needs, we may reclassify the booking or offer the correct option before proceeding.
Office removals are assessed individually. Any quote provided is indicative until confirmed in writing after assessment and availability checks.
Arrival times are usually estimates unless you have a fixed arrival time agreed in writing.
You must ensure safe, legal access including keys, permits, parking, lift access, and clear routes.
Waiting time may be charged if delays are outside our control such as key delays, chain completion delays, restricted access, or third-party issues.
£20 per hour (1 operative) or £40 per hour (2 operatives), charged in 15-minute increments.
We may leave site and treat it as a same-day cancellation.
Pricing assumes parking within 20 metres of the main entrance.
Charges apply beyond 20m: 20–40m £35, 40–60m £70. Over 60m may require repricing.
It is the foundation of pricing and planning. Undeclared items may be refused or repriced.
Yes, but at least 72 hours before move time. Changes may affect price and availability.
Yes, but at least 72 hours before move time. Changes may affect price and availability.
Items may be included and repriced or refused.
Yes, only if agreed in writing. Otherwise items must be ready for transport.
Yes. Fridges defrosted, washing machines drained, appliances disconnected.
Yes, but at your own risk.
They must be kept clear of work areas for safety.
Hazardous goods, firearms, chemicals, cash, jewellery, documents, living creatures, perishables, etc.
We may refuse to move them and charge costs incurred.
Home removals include agreed crew. Furniture moves are usually single operative unless upgraded.
We may require more crew, pause, or refuse to proceed for safety.
No. Drivers are not authorised to negotiate pricing.
No. Only electronic payments.
No. Booking confirmed only after written acceptance.
You pay after we confirm availability.
Availability may be released.
Before extra work is carried out.
More than 72h: full refund. 72–48h: 50%. Less than 48h: 100%.
They cover allocated resources and lost bookings.
Yes, without charge.
May be treated as same-day cancellation.
Statutory rights may not apply for date-specific services.
Damage, Claims, and Liability
Liability applies for proven negligence only.
Pre-existing damage, poor packing, mechanical faults, undeclared items, etc.
Limited to reasonable repair cost of affected area.
Within 48 hours or reasonable discovery time.
Photos, description, proof of value/ownership.
Lower of second-hand value or £50 per item. Max £500 per booking.
No indirect or consequential losses covered.
es, for safety and insurance purposes.
Insurance
Yes, subject to policy terms and limits.
Yes, subject to policy terms.
No. Terms, exclusions, and caps apply.
Not unless declared and agreed in writing.
Yes, if you need extra cover.
Storage
Goods may go into storage at your cost.
No, storage may be with third-party providers.
Contact us promptly so we can resolve informally.
Via phone, email, or messaging platforms.
Service Area and Coverage
Leicester, Birmingham, Northampton, Lincoln, Nottingham, Coventry, Peterborough, and nearby areas. Delivery UK-wide subject to availability.
Yes, subject to confirmation and possible revised pricing.
On-the-Day Rules and Completion
Yes, you or an authorised representative must be present.
Check all areas and items before sign-off.
Safety, Behaviour, and Zero Tolerance
Neither party is liable for delays caused by events beyond reasonable control.
No. We operate services directly.
Laws of England and Wales.
Terms & Conditions prevail.
Important Notice
These FAQs are provided for guidance only. All services are subject to availability and confirmation in accordance with our Terms & Conditions.