FREQUENTLY ASKED QUESTIONS (FAQs)
Booking and Quotes
1) Is my online/instant quote a final confirmed price?
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).
2) Does submitting a form on the website mean my booking is confirmed?
No. A website enquiry or form submission is not a confirmed booking. Your booking becomes binding only when we confirm acceptance in writing.
3) What information do you use to calculate the quote?
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
4) What is included in the price?
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.
Not included unless agreed in writing: packing materials, dismantling/reassembly, specialist handling, storage, or extras.
5) Can the price change after I receive a quote?
Yes, if information provided is inaccurate, incomplete, or misleading, we may amend the price, reclassify the service, or cancel under the Terms (acting reasonably).
Service Types
6) What is the difference between “Furniture Move” and “Home Removal”?
- Furniture Move: Smaller-scale move, usually based on a flexible time window
- Home Removal: Larger move needing a dedicated crew and separate scheduling
7) What if I choose the wrong category?
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.
8) Do you offer office removals with instant pricing?
Office removals are assessed individually. Any quote provided is indicative until confirmed in writing after assessment and availability checks.
Timing, Arrival Windows, Access, and Waiting
9) Do you guarantee arrival times?
Arrival times are usually estimates unless you have a fixed arrival time agreed in writing.
10) What do I need to arrange for access on moving day?
You must ensure safe, legal access including keys, permits, parking, lift access, and clear routes.
11) When do waiting-time charges apply?
Waiting time may be charged if delays are outside our control such as key delays, chain completion delays, restricted access, or third-party issues.
12) What are your waiting-time charges?
£20 per hour (1 operative) or £40 per hour (2 operatives), charged in 15-minute increments.
13) What happens if access is not available for a long time?
We may leave site and treat it as a same-day cancellation.
Parking and Long Carry Charges
14) What parking distance is included in the price?
Pricing assumes parking within 20 metres of the main entrance.
15) What are long-carry charges?
Charges apply beyond 20m: 20–40m £35, 40–60m £70. Over 60m may require repricing.
Inventory, Changes, and Extra Items
16) Why is the inventory list important?
It is the foundation of pricing and planning. Undeclared items may be refused or repriced.
17) Can I change details after booking?
Yes, but at least 72 hours before move time. Changes may affect price and availability.
18) What if I add more items on moving day?
Items may be included and repriced or refused.
Packing, Preparation, and Customer Help
19) Do you pack items?
Yes, only if agreed in writing. Otherwise items must be ready for transport.
20) Do I need to prepare appliances?
Yes. Fridges defrosted, washing machines drained, appliances disconnected.
21) Can I help the crew with lifting/loading?
Yes, but at your own risk.
22) What about children and pets on moving day?
They must be kept clear of work areas for safety.
Restricted / Prohibited Goods
23) What items will you not move?
Hazardous goods, firearms, chemicals, cash, jewellery, documents, living creatures, perishables, etc.
24) What if prohibited items are included by mistake?
We may refuse to move them and charge costs incurred.
Crew Size, Safety, and On-Site Decisions
25) Is crew size fixed?
Home removals include agreed crew. Furniture moves are usually single operative unless upgraded.
26) What if the crew decides it’s unsafe?
We may require more crew, pause, or refuse to proceed for safety.
27) Can drivers negotiate price on the day?
No. Drivers are not authorised to negotiate pricing.
Payments and Confirmation
28) Do you accept cash deposits?
No. Only electronic payments.
29) If I pay immediately, is my booking confirmed?
No. Booking confirmed only after written acceptance.
30) What is Pay After Confirmation?
You pay after we confirm availability.
31) What happens if I miss payment deadline?
Availability may be released.
32) When do extra charges need to be paid?
Before extra work is carried out.
Cancellations and Rescheduling
33) What is your cancellation policy?
More than 72h: full refund. 72–48h: 50%. Less than 48h: 100%.
34) Why do cancellation charges apply?
They cover allocated resources and lost bookings.
35) Can I cancel an unconfirmed request?
Yes, without charge.
36) What if nobody is present?
May be treated as same-day cancellation.
37) Do I have a statutory right to cancel?
Statutory rights may not apply for date-specific services.
Damage, Claims, and Liability
38) What if something is damaged?
Liability applies for proven negligence only.
39) What damage is not covered?
Pre-existing damage, poor packing, mechanical faults, undeclared items, etc.
40) What about property damage?
Limited to reasonable repair cost of affected area.
41) When to report damage?
Within 48 hours or reasonable discovery time.
42) What evidence is needed?
Photos, description, proof of value/ownership.
43) Is there a maximum compensation limit?
Lower of second-hand value or £50 per item. Max £500 per booking.
44) Do you cover indirect losses?
No indirect or consequential losses covered.
45) Do you use vehicle cameras?
Yes, for safety and insurance purposes.
Insurance
46) Do you have Goods in Transit Insurance?
Yes, subject to policy terms and limits.
47) Do you have Public Liability Insurance?
Yes, subject to policy terms.
48) Does insurance cover everything?
No. Terms, exclusions, and caps apply.
49) Are high-value items covered automatically?
Not unless declared and agreed in writing.
50) Should I arrange my own insurance?
Yes, if you need extra cover.
Storage
51) What if delivery is refused or unpaid?
Goods may go into storage at your cost.
52) Do you run your own storage facility?
No, storage may be with third-party providers.
Complaints and Disputes
53) How do I raise a complaint?
Contact us promptly so we can resolve informally.
Privacy and Communications
54) How do you use my personal data?
To provide services, manage bookings, and process payments.
55) How will you contact me?
Via phone, email, or messaging platforms.
Service Area and Coverage
56) Where do you operate?
Leicester, Birmingham, Northampton, Lincoln, Nottingham, Coventry, Peterborough, and nearby areas. Delivery UK-wide subject to availability.
57) Can I book outside your usual area?
Yes, subject to confirmation and possible revised pricing.
On-the-Day Rules and Completion
58) Do I need to be present?
Yes, you or an authorised representative must be present.
59) What should I check at the end?
Check all areas and items before sign-off.
Safety, Behaviour, and Zero Tolerance
60) What is your policy on abusive behaviour?
Zero tolerance. Services may be suspended if behaviour is unsafe or unlawful.
Unexpected Events (Force Majeure)
61) What if extreme weather or road closures affect my move?
Neither party is liable for delays caused by events beyond reasonable control.
Company Model and Legal Bits
62) Are you a marketplace or broker?
No. We operate services directly.
63) What law applies?
Laws of England and Wales.
64) If website wording conflicts with Terms?
Terms & Conditions prevail.
Final Customer Notice
Important Notice
These FAQs are provided for guidance only. All services are subject to availability and confirmation in accordance with our Terms & Conditions.