FAQ's
FREQUENTLY ASKED QUESTIONS (FAQ’s)
Booking and Quotes
Your online or instant price is an automated estimate based on the information you provide. It becomes a confirmed price only when Lifeline Movers and Packers Ltd accepts and confirms your booking in writing and, where applicable, the required payment or card authorisation has been completed.
No. Submitting an enquiry or booking request through our website, email, telephone or messaging platform does not create a confirmed booking. A binding booking is formed only after we accept it in writing in accordance with our Terms & Conditions.
We calculate the quote using the details you provide, including collection and delivery addresses, travel distance, inventory, estimated volume, floor levels, lift availability, parking, carrying distance, required crew size, move date and any dismantling, reassembly, packing or specialist-handling requirements.
Unless stated otherwise, the quoted price normally includes the removal vehicle, fuel, the agreed crew and standard loading, transportation and unloading of the declared Goods. Packing materials, packing services, dismantling, reassembly, storage, waiting time, specialist equipment and other additional services are included only where expressly stated in writing.
Yes. The price may be revised if the information supplied is incomplete, inaccurate or changes, or if the actual inventory, access, parking, carrying distance, floors, crew requirements or services differ from the booking details. We will explain any revised charge before additional work is undertaken, except where immediate action is required for safety.
Online prices may be generated using current distance, availability, operational capacity, move-date demand and pricing rules. A price displayed during an earlier visit is not guaranteed until the booking is accepted and confirmed in writing.
A Furniture Move is designed for smaller moves involving a limited number or volume of items and may be priced using a flexible arrival window. A Home Removal is intended for larger household moves and normally includes a dedicated vehicle and an agreed crew, typically two operatives unless stated otherwise.
We may reclassify the booking or offer the appropriate service before proceeding. If reclassification changes the price or service terms, we will explain the reason and give you the option to accept the revised booking or cancel in accordance with the cancellation provisions.
No. Classification also depends on total volume, item weight and difficulty, access conditions, floors, carrying distance, travel distance, safety requirements, required crew and the estimated time needed to complete the move.
Office removals are assessed individually because business access, volume, equipment, timing and operational requirements can vary significantly. Any initial figure remains indicative until we complete the assessment and confirm the quotation and availability in writing.
Yes. Before booking confirmation, you must tell us about any individual item with an estimated current value exceeding £1,000 and any item requiring specialist handling because of its value, age, fragility, weight, dimensions, construction or unusual characteristics.
The information helps us decide whether additional manpower, specialist equipment, protective materials, handling procedures, insurance arrangements or revised pricing are required. It also allows us to decide whether we can safely accept the item.
We may have to treat it as an ordinary household item for planning purposes. Where the missing information prevents suitable arrangements from being made and materially contributes to loss, damage or delay, this may affect our responsibility under the Terms & Conditions.
Timing, Arrival Windows, Access and Waiting
Arrival times and windows are estimates unless a fixed time has been expressly agreed in writing. Traffic, earlier jobs, road conditions, access issues and events beyond our control may affect arrival.
A flexible time window is a non-fixed period during which collection or delivery may take place. The final estimated time may be communicated closer to the move date, depending on the agreed service and operational schedule.
Where the booking uses a broad or flexible window, we aim to provide a narrower estimated arrival period closer to the move date, often within 72 hours. Any time provided remains an estimate unless expressly confirmed as fixed in writing.
You must ensure safe, legal and reasonably unrestricted access at collection and delivery, including keys, entry permissions, parking or loading arrangements, lift access, clear stairways, suitable doorways and any building or concierge permissions.
Tell us immediately. If lift access differs from the declared information, extra time, manpower or stair charges may apply. We may revise the price, change the crew requirement or refuse unsafe work.
Waiting charges may apply where our crew is delayed for reasons outside our control, including key-release delays, completion-chain delays, restricted access, unavailable lifts, customer absence or third-party issues.
Waiting time is charged at £20 per hour for one operative and £40 per hour for two operatives, calculated in 15-minute increments from the scheduled or actual arrival time, whichever is later. No waiting charge applies where the delay is caused solely by us.
If access cannot be obtained within a reasonable time, taking account of the agreed window and circumstances, we may leave the site and treat the booking as a same-day cancellation. Waiting, redelivery or storage charges may also apply where relevant.
Pricing assumes legal parking or loading is available within 20 metres of the main entrance at both collection and delivery unless otherwise stated in writing.
Packing, Preparation and Items
Yes, where packing services are specifically requested, quoted and agreed in writing. Otherwise, you are responsible for packing and preparing the Goods safely before our crew arrives.
Packing materials are included only where stated in the quotation or booking confirmation. Boxes, tape, bubble wrap and other materials may be supplied as an additional service.
Unless otherwise agreed, refrigerators and freezers should be emptied and defrosted, washing machines and dishwashers drained and disconnected, and all appliances safely prepared for transport before arrival.
No. We do not provide specialist gas, plumbing or electrical trade services. A suitably qualified person should disconnect and reconnect any appliance requiring specialist work.
We can provide dismantling or reassembly where it is declared, quoted and agreed in writing. The service is carried out with reasonable care, but suitability depends on the item’s condition, construction, access and availability of correct fittings and instructions.
Unless expressly agreed, drawers, wardrobes and other furniture should be emptied. Leaving contents inside can increase weight, cause damage or make the item unsafe to move.
You may offer assistance, but you must follow the crew’s instructions and do so at your own risk. We are not responsible for loss, damage or injury caused by your actions or those of your helpers, except to the extent caused by our negligence.
Children, pets and other third parties must be kept clear of loading areas, vehicles, stairways and carrying routes so the work can be completed safely.
Unless expressly agreed in writing, we do not move hazardous, flammable, explosive or illegal items; firearms or ammunition; controlled substances; asbestos; chemicals; medical or biological waste; cash; jewellery; precious metals; passports; deeds; important documents; easily portable valuables; living creatures; plants needing specialist care; perishables; or leaking liquids.
Crew Size, Safety and On-Site Decisions
Home Removal bookings include the crew size stated in the booking confirmation. Furniture Moves are generally priced for one operative unless an additional operative is included or added.
Yes. If the declared crew is insufficient to complete the work safely or within the allocated time, we may require additional manpower, revise the price, reclassify the move, pause the service or refuse to proceed.
Our crew may stop, pause or refuse work where there is a reasonable safety concern, including unsafe access, excessive weight, undeclared specialist items, aggressive behaviour or unsuitable packing. Reasonable safety decisions made by our personnel are binding.
No. Drivers and on-site personnel are not authorised to negotiate prices or accept payment. Any variation must be approved through our authorised office or booking process.
Payments and Confirmation
No. We do not accept cash deposits. Payments are accepted through approved electronic payment methods.
No. Pay Now confirms receipt of funds only. The booking remains subject to availability checks and written acceptance. If we cannot confirm the booking, the amount paid will be refunded in full.
You submit the booking request without immediate payment. If we confirm availability and accept the request, we send a secure payment link or invoice. The booking becomes confirmed once the required payment is received.
You may be asked to authorise a payment card securely through our approved payment provider. The agreed booking amount may then be collected no earlier than 72 hours before the scheduled move date, unless otherwise agreed in writing.
Lifeline Movers and Packers Ltd does not store your full card details. Card information is processed and stored securely by our authorised payment provider in accordance with applicable payment-security standards.
If payment cannot be collected because of insufficient funds, expired or cancelled card details or another payment failure, we may suspend, postpone or cancel the booking until payment is successfully received.
We may release the reserved availability without further notice. The move cannot proceed unless the required payment has been completed in accordance with the booking instructions.
Additional services, variations or extras must normally be agreed and paid before the additional work is undertaken.
Yes. Where you approve a revised quotation, invoice or variation, we may collect the agreed revised amount using the previously authorised payment method. We will provide an updated invoice or payment summary before processing the additional payment.
Cancellations and Rescheduling
For confirmed bookings, cancellation more than 72 hours before the scheduled start normally receives a full refund; cancellation between 72 and 48 hours normally incurs a 50% charge; and cancellation less than 48 hours before the start or on the same day normally incurs a 100% charge.
Vehicles, crew and operational capacity are allocated in advance. The charges reflect the anticipated loss associated with crew costs, vehicle allocation, fuel planning and the lost opportunity to accept other work.
Yes. A request that has not yet been accepted and confirmed may normally be cancelled without charge, and an unpaid request may lapse automatically.
Failure to provide attendance, access or necessary instructions may be treated as a same-day cancellation. Waiting, storage, redelivery or other reasonable costs may also apply.
Yes, subject to availability. Rescheduling may result in revised pricing or cancellation charges depending on the notice given and whether vehicles and crew have already been allocated.
Tell us immediately. Waiting charges may apply. If access cannot be obtained within a reasonable time, we may leave, reschedule, place Goods into storage or treat the booking as a same-day cancellation, depending on the circumstances.
Damage, Claims, and Liability
Notify us in writing as soon as possible, provide a clear description and photographs, retain the item in its damaged condition and allow us a reasonable opportunity to inspect or investigate before arranging repair, replacement or disposal.
Where reasonably possible, visible loss or damage should be shown to the crew before they leave. It should also be reported to us in writing within 48 hours after completion.
Hidden damage that could not reasonably have been identified during the initial inspection should be reported in writing as soon as reasonably practicable after discovery.
We may request photographs, videos, a description of the circumstances, proof of ownership, proof of current value, purchase information, repair quotations and any other reasonable evidence needed to investigate the claim.
Not if you intend to recover the cost from us, unless immediate action is necessary for safety or to prevent further loss. You should retain the item and obtain our written agreement before repair, disposal or replacement.
We may review photographs, crew accounts, vehicle or journey records, contemporaneous communications, condition evidence and proof of value. The customer must establish, on the balance of probabilities, that the alleged loss or damage occurred during our Services.
A delay does not automatically invalidate a genuine claim, but if the delay materially prevents a fair investigation, we may reject the claim or reduce compensation to the extent permitted by law.
No. Depending on the circumstances, we may inspect the item and choose to repair it, arrange a reasonable repair, replace it with an equivalent second-hand item, or pay compensation in accordance with the Terms & Conditions.
Compensation is intended to place the customer in the financial position they were in immediately before the loss, not a better position. It is therefore based on reasonable repair cost or current second-hand market value rather than automatic new-for-old replacement.
No. Compensation relates to the item’s proven financial value and does not include sentimental, emotional, personal or other non-financial value.
Normally no. Compensation is generally limited to the affected item and does not include replacement of an entire matching pair, set or collection unless required by law.
Where we pay the full proven second-hand market value, we may require ownership of the damaged item to pass to us. The item must be retained until the claim is concluded unless we agree otherwise in writing.
Compensation for loss of or damage to an item does not automatically entitle you to reimbursement of the removal charge, unless our breach prevented us from carrying out the agreed Services.
Common exclusions include internal damage to customer-packed Goods without external damage, pre-existing damage, wear and tear, inherent defects, undeclared items, electrical or mechanical failure not caused by external impact, and fragile Goods not properly packed or declared.
Insurance
Yes. We maintain Goods in Transit Insurance, subject to the insurer’s policy terms, limits, conditions, exclusions and excesses.
Yes. We maintain Public Liability Insurance, subject to policy terms, limits and exclusions.
No. Insurance does not provide unlimited or automatic new-for-old cover and does not override the Terms & Conditions, exclusions, evidence requirements or contractual liability limits.
No. High-value, antique, fragile, unusual or specialist items must be declared before confirmation. We may need to agree additional conditions, handling arrangements or insurance before accepting them.
If the contractual liability limits do not provide enough protection for your Goods, you should consider arranging your own additional or specialist insurance before the move.
Storage
We may place the Goods into storage at your cost. Storage, handling, redelivery and administration charges may continue until the outstanding issue and all sums due are resolved.
Yes. Where legally permitted, we may exercise a lien and retain Goods until outstanding charges have been paid.
No. Customer-requested storage is arranged with independent third-party storage providers, subject to availability and written acceptance.
Yes. The storage provider may apply separate terms covering charges, access, security, insurance and collection. You may be required to accept those terms directly.
Complaints, Privacy and Communications
Contact us promptly by email, telephone or another accepted communication channel and provide your booking reference and full details. We will try to investigate and resolve the matter informally. Mediation may be considered where a dispute cannot be resolved.
We process personal data to provide Services, manage enquiries and bookings, process payments, issue invoices, communicate with customers and meet legal, operational and insurance requirements. Further information is contained in our Privacy Policy.
We may contact you using the telephone number, email address or messaging-platform details you provide. Contractual communications, confirmations, invoices and payment links may be sent electronically.
Service Area and Coverage
Our primary operating areas include Leicester, Birmingham, Northampton, Lincoln, Nottingham, Coventry, Peterborough and surrounding areas. We may also undertake moves to or from other UK locations, subject to operational availability and written confirmation.
You may submit a request from any location. We may confirm it at the quoted price, offer revised pricing or terms, or decline it. If payment has been taken and we cannot accept the booking, it will be refunded in full.
Yes, delivery may be available nationwide within the United Kingdom, subject to route feasibility, vehicle suitability, crew availability and written confirmation.
On-the-Day Rules and Completion
Yes. You or an authorised representative must be present at both locations to provide access, directions, instructions, confirmation of items and completion checks.
Inspect the Goods and the relevant rooms or access areas, confirm that all declared items have been delivered and report any visible loss or damage to the crew where reasonably practicable.
Completion sign-off records delivery and the visible condition at that time. It does not remove your statutory rights or prevent a properly supported claim for hidden damage that could not reasonably have been identified immediately.
Safety, Behaviour and Unexpected Events
We are not responsible for failure or delay caused by events beyond reasonable control, including extreme weather, flooding, fire, industrial action, government restrictions, road closures or transport-network failures. We will notify you where practicable and use reasonable efforts to resume or rearrange the Services.
Company and Legal Information
Our Terms permit us to subcontract all or part of a service where operationally necessary. Any authorised subcontracting remains governed by the applicable booking terms.
The Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory consumer rights that apply to you.
Where there is an inconsistency, the Terms & Conditions prevail, together with any written quotation, booking confirmation or agreed variation forming part of the contract.
FINAL CUSTOMER NOTICE
These FAQs are provided for general guidance only. All quotations, booking requests and Services are subject to operational availability, written confirmation and the full Terms & Conditions of Lifeline Movers and Packers Ltd. Nothing in these FAQs affects rights that cannot lawfully be excluded or limited.