Terms & Conditions

1. About these Terms
   These Terms & Conditions (“Terms”) apply to and govern all removals, man-and-van services, furniture moves, home removals, packing services, and any related or ancillary services (together, the “Services”) provided by Lifeline Movers and Packers Ltd (“we”, “us”, “our”) to the customer (“you”, “your”).

 

2. Company details and contact

The Services are provided by Lifeline Movers and Packers Ltd, a company incorporated in England and Wales.

• Company number: 14509116
• Registered office: 47 Bale Road, Leicester, LE4 9BF
• Telephone: 0333 335 6184
• Email: enquiry@lifelinemovers.co.uk
• Website: lifelinemovers.co.uk
• VAT number: 491905761

2.1A Correspondence Address

Any correspondence address published on our website or communications is used for administrative and communication purposes only and is not a public walk-in office.

3. Definitions and interpretation

In these Terms, unless the context otherwise requires:

• “Booking” means a request for Services which becomes binding only once accepted and confirmed by us in writing and, where applicable, payment has been received in accordance with Section 11.
• “Goods” means all items which you request us to move, pack, load, transport, store, or otherwise handle as part of the Services.
• “Inventory List” means the list of Goods provided by you at the time of booking, whether submitted through our website, email, messaging platforms, or in writing.
• “Furniture Move” means a smaller-scale move, typically involving limited items or volume, usually priced on a flexible time window basis.
• “Home Removal” means a larger-scale move involving multiple items and/or higher volume, normally requiring a dedicated crew and separate scheduling.
• “Flexible Time Window” means a non-fixed arrival period within which collection and/or delivery will take place.

Headings are included for convenience only and shall not affect interpretation.

4. Quotes, pricing and formation of contract

4.1 All quotations, estimates, and instant prices are provided based solely on the information supplied by you at the time of enquiry or booking request.

4.2 A legally binding contract is formed once we have confirmed acceptance of the booking in writing. Payment must then be made in accordance with Section 11 in order for the Services to proceed.

4.3 Prices include the vehicle, fuel, and agreed crew for standard loading and unloading only. Packing materials, specialist handling, dismantling or reassembly, storage, or any additional services are excluded unless expressly agreed in writing.

4.4 Where information provided by you is inaccurate, incomplete, or misleading, we reserve the right to amend the price, reclassify the service, or cancel the booking in accordance with these Terms. Further details regarding liability and insurance are set out in Sections 13 and 25 of these Terms.

4.5 Website Enquiries and Contact Forms

 

Submission of an enquiry via our website, email, telephone, or messaging platforms does not constitute a confirmed booking. A binding contract is formed only once we have accepted the booking in writing in accordance with these Terms.

5. Service categories: Furniture Move and Home Removal

5.1 Service categories are used to determine the appropriate vehicle, crew size, timing, and pricing structure.

5.2 If the service category selected by you does not reasonably reflect the actual scope, volume, or access requirements of the job, we may:

• (a) reclassify the booking to the appropriate service category; or
• (b) offer you the correct service option before proceeding.
• (c) Where a reclassification or price adjustment is required, we will explain the reason and provide the customer with the option to accept the revised terms or cancel in accordance with Section 12.

5.3 The classification of a booking is determined by the overall job size, volume, access conditions, and safety requirements, not solely by the number of items declared.

5.4 Office Removal Services

Office removal services are subject to individual assessment based on volume, access conditions, operational requirements, and timing. Prices for office removals are not generated instantly and any quotation provided remains indicative until confirmed in writing following assessment and availability checks.

6. Timing, access and waiting time

6.1 Any arrival times provided are estimates only unless a fixed arrival time has been expressly agreed in writing.

6.2 You are responsible for ensuring that safe, legal, and unrestricted access is available at both collection and delivery addresses, including keys, permits, lift access, and clear entry routes.

6.3 Where access is delayed or unavailable for reasons beyond our control, waiting time may be charged in accordance with Section 6.4.

6.4 Waiting charges
Where delays occur at the collection or delivery address for reasons outside our control (including but not limited to key release delays, chain completion, restricted access, or third-party issues), waiting time may be charged as follows:

(a) £20 per hour where one operative is allocated;
(b) £40 per hour where two operatives are allocated;

Waiting time is calculated from the scheduled or actual arrival time (whichever is later) and is chargeable in 15-minute increments.

No waiting charges will apply where the delay is caused solely by our actions.

6.5 If access cannot be obtained within a reasonable period (taking into account the agreed arrival window and circumstances on the day) we reserve the right to leave site and treat the booking as a same-day cancellation in accordance with Section 12.

6.6 Parking availability and long-carry charges

Prices are calculated on the assumption that legal parking or loading is available within 20 metres of the main entrance of the collection and delivery addresses.

Where parking is not available as declared by the customer and the carrying distance exceeds 20 metres, additional long-carry charges may apply as follows:

(a) 0–20 metres: no additional charge 

(b) 20–40 metres: £35 

(c) 40–60 metres: £70 

Distances are measured by our crew on arrival using reasonable means and taking into account the safest practical carrying route.

Where the carrying distance exceeds 60 metres, or where access conditions are materially different from those declared at the time of booking, we reserve the right to reprice the service, require additional manpower, or refuse to proceed in accordance with these Terms.

 

7. Customer obligations

You agree that you shall:

7.1 Provide complete, accurate, and up-to-date information in relation to:

• collection and delivery addresses,
• access restrictions,
• parking arrangements,
• floor levels and lift availability,
• contact details,
• and the full Inventory List.

7.2 Ensure that the Inventory List accurately reflects all Goods to be moved. Items not declared may be refused, re-priced, or excluded from the Services. We will act reasonably in assessing any discrepancies.

7.3 Ensure that all Goods are suitably packed and prepared for transport unless packing services have been expressly agreed in writing.

7.4 Prepare appliances and furniture appropriately, including (without limitation) defrosting refrigerators, draining washing machines, and disconnecting appliances, unless otherwise agreed in writing.

7.5 Obtain and maintain any necessary parking permits, suspensions, permissions, or access authorisations. Any fines, penalties, or charges arising from failure to do so shall be your responsibility.

7.6 Ensure that children, pets, and third parties are kept clear of work areas to allow the Services to be carried out safely.

7.7 Customer assistance
If you choose to help with packing, lifting, loading or unloading, you do so at your own risk. We shall not be liable for any loss, damage, or injury arising from your actions or the actions of any person assisting you, except to the extent caused by our negligence.

8. Items we will not move (prohibited and restricted Goods)

8.1 Unless expressly agreed in writing in advance, we do not move or handle:

• hazardous, flammable, explosive, or illegal items;
• firearms, ammunition, controlled substances, or drugs;
• asbestos, chemicals, medical or biological waste;
• cash, jewellery, watches, precious metals, passports, deeds, or important documents;
• living creatures or plants requiring specialist care;
• perishable items or liquids likely to leak.

8.2 If prohibited or undeclared restricted items are included without our knowledge, we may refuse to move such items and may charge for any time, labour, or costs already incurred.

8.3 Inclusion of prohibited items is at your sole risk and may result in immediate suspension or cancellation of the Services.

9. Crew size, safety and operational authority

9.1 Home Removal bookings include the crew size agreed at the time of booking confirmation.

9.2 Furniture Move bookings are priced on the basis of a single operative unless an additional operative is added at the time of booking.

9.3 Where, in our reasonable professional opinion, the declared crew size is insufficient to complete the Services safely or within the agreed timeframe, we reserve the right to:

• require additional manpower,
• reclassify the booking,
• pause the Services, or
• refuse to proceed.
• Safety decisions taken by our personnel acting reasonably and in accordance with professional standards shall be binding.

9.4 Where refusal or delay arises due to safety concerns or inaccurate information provided by you, such refusal shall not constitute a breach on our part and may be treated as a late cancellation under Section 12.

10. Changes to bookings, inventory and scope

10.1 Any request to amend booking details, including changes to inventory, access conditions, addresses, or dates, must be notified as early as reasonably possible and in any event no later than 72 hours prior to the scheduled start time.

10.2 Amendments may result in repricing, reclassification, or revised availability.

10.3 Additional items presented on the day of service may, at our discretion:

• (a) be re-priced and included subject to payment before loading; or
• (b) be refused.
• (c) Where a reclassification or price adjustment is required, we will explain the reason and provide the customer with the option to accept the revised terms or cancel in accordance with Section 12.

10.4 Where the job materially differs from the booking details and cannot reasonably be completed within the allocated resources or schedule, we may cancel or suspend the Services in accordance with these Terms.

11. Payment Terms – Hybrid Payment Model

11.1 No cash deposits
We do not accept cash deposits. Payments are accepted only via approved electronic payment methods.

11.2 Pay Now – Request Booking
(a) Full payment may be taken at the time of booking request.
(b) Payment confirms receipt of funds only and does not constitute booking confirmation.
(c) All bookings remain subject to operational availability checks.
(d) Where availability cannot be confirmed, the full amount paid shall be refunded.

11.3 Pay After Confirmation
(a) No payment is taken at the booking request stage.
(b) If availability is confirmed, a payment link or invoice will be issued.
(c) The booking is confirmed only once full payment is received.

11.4 Payment deadlines
Failure to complete payment within the stated deadline may result in release of availability without further notice.

11.5 Additional charges and variations
Any additional services, extras, or variations must be agreed and paid before the additional work is undertaken.

11.6 Authority
Drivers and on-site personnel are not authorised to negotiate prices or accept payments.

12. Cancellation and rescheduling

12.1 Due to advance allocation of vehicles and staff, cancellation and rescheduling charges apply.

12.2 Confirmed bookings (payment received):

• More than 72 hours before start time: full refund
• 72–48 hours before: 50% charge
• Less than 48 hours or same day: 100% charge
• These charges represent a genuine pre-estimate of loss reflecting allocated vehicles, crew wages, fuel, and lost opportunity costs.

12.3 Unconfirmed or unpaid booking requests:
Requests not yet confirmed may be cancelled without charge. Unpaid requests may lapse automatically.

12.4 Failure to provide access, parking, or attendance on the day may be treated as a same-day cancellation.

12.5 Statutory cancellation rights for dated services
Where the Services are booked for a specific date or period, statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may not apply. This does not affect your statutory consumer rights under other applicable laws.

 

13. Liability, damage and claims

13.1 We shall take reasonable care in the handling and transportation of the Goods while they are in our possession.

13.2 Our liability is limited to loss or damage to Goods caused by our proven negligence and is subject to the exclusions, limitations, and conditions set out in these Terms.

13.3 Exclusions from liability
We shall not be liable for loss of or damage to:

• items packed by you or by third parties on your behalf, where internal damage occurs without visible external damage;
• pre-existing damage, inherent defects, or ordinary wear and tear;
• fragile or breakable items unless properly packed by us and declared in advance;
• electrical or mechanical faults not directly caused by external impact during handling;
• items not listed on the Inventory List;
• items left behind or removed in error due to restricted access or customer oversight;
• loss or damage discovered after completion of delivery, except where notified in accordance with this section.

13.4 Premises damage
Any liability for damage to premises is limited to the reasonable cost of repair of the directly affected area only.

13.5 Claims procedure and time limits
All claims should be notified in writing within 48 hours of delivery or within a reasonable time of discovery where the issue could not reasonably have been identified earlier.

13.5.1 Supporting evidence
You may be asked to provide reasonable supporting evidence for any claim, which may include photographs, a description of the issue, and reasonable proof of value/ownership where relevant. Where practicable, you must allow us a reasonable opportunity to inspect or assess the Goods before any repair, replacement, or disposal is arranged.

13.6 Limitation of liability cap
Unless otherwise agreed in writing, our maximum liability is limited to the lower of the proven second-hand value of the item or £50 per item, subject to an overall cap of £500 per booking, unless additional protection has been agreed in writing.

13.7 Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability which cannot be excluded by law.

13.8 Indirect and consequential loss
We shall not be liable for any indirect or consequential loss, including loss of profits, loss of earnings, loss of business, loss of opportunity, loss of goodwill, or inconvenience, except where such loss cannot lawfully be excluded or limited.

13.9 We may use vehicle-mounted cameras for safety, insurance, and incident recording purposes.

13.10 The existence of insurance cover does not increase or override our liability beyond the limits set out in these Terms. Any claim remains subject to the exclusions, limitations, and liability caps contained herein.

14. Storage and lien (right to retain Goods)

14.1 Where payment is outstanding, delivery is refused, or instructions are unavailable, we may place Goods into storage at your expense.

14.2 Storage, handling, redelivery, and administrative charges shall accrue until all outstanding sums are paid in full.

14.3 We reserve a lien over the Goods and may retain them until payment is received.

14.4 If Goods remain unpaid or uncollected for a reasonable period, we may lawfully dispose of them and apply any proceeds towards outstanding charges. We will provide reasonable written notice prior to disposal, where practicable.

14A. Third-Party Storage Services (Customer-Requested Storage).

14A.1 Where the Customer requests storage as part of the Services, Lifeline Movers and Packers Ltd does not own, operate, or manage storage facilities.

14A.2 Any storage arranged at the Customer’s request is provided by independent third-party storage providers. Lifeline Movers and Packers Ltd acts solely as an arranging and coordinating party in relation to such storage.

14A.3 All storage arrangements are subject to availability at the third-party facility and are not confirmed until accepted in writing.

14A.4 Storage charges, access conditions, security measures, and insurance provisions are determined by the third-party storage provider and may require the Customer to accept separate terms and conditions.

14A.5 Lifeline Movers and Packers Ltd accepts no liability for loss, damage, delay, access restrictions, or conditions arising while Goods are held at third-party storage facilities, except where loss or damage is caused directly by our proven negligence during packing, loading, transportation, or unloading.

15. Complaints and dispute resolution

15.1 You should notify us promptly of any complaint so that we may attempt to resolve the issue informally.

15.2 Where disputes cannot be resolved amicably, the parties may consider mediation prior to court proceedings.

15.3 Nothing in these Terms affects your statutory consumer rights.

16. Privacy and communications

16.1 We process personal data for the purposes of providing the Services, managing bookings, processing payments, and issuing invoices.

16.2 We may communicate with you via telephone, email, or messaging platforms using the contact details you provide.

16.3 Further information regarding data processing is available in our Privacy Policy.

17. General legal provisions

17.1 Severability
If any provision of these Terms is held to be unenforceable, the remaining provisions shall remain in full force.

17.2 Assignment and subcontracting
We may subcontract all or part of the Services. You may not transfer your booking without our prior written consent.

17.3 Governing law and jurisdiction
These Terms are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.

Any delay or failure by us to enforce any provision of these Terms shall not constitute a waiver of our right to enforce that provision or any other provision at a later time

17.4 Website Content

In the event of any inconsistency between information published on our website and these Terms & Conditions, these Terms & Conditions shall prevail.

18. Additional operational conditions

These operational assumptions are used for pricing and planning purposes only and will be explained to the customer where relevant.

18.1 Booking security (Hybrid Payment Model)
Bookings may be secured either by payment at request stage or by payment after confirmation, in accordance with Section 11. No cash deposits are accepted.

18.2 Postponement and rescheduling
Rescheduling requests are subject to availability and may incur charges in accordance with Section 12.

18.3 Vehicle access assumptions
Unless advised otherwise in advance, we assume legal parking/loading is available within approximately 10 metres and access is limited to ground or first-floor levels.

18.4 Packing standards
Items not properly packed may be moved at your own risk. We may refuse to move poorly packed or unsafe items.

18.5 Dismantling and reassembly
Any dismantling or reassembly is carried out with reasonable care but remains at your risk unless damage is caused by our negligence.

18.6 Waiting time
Waiting time caused by access delays, key delays, or third-party issues may be charged in accordance with Section 6.4.

18.7 Inventory accuracy
Pricing is based on declared inventory. Significant changes may result in repricing or reclassification. We will act reasonably in assessing any discrepancies.

18.8 Parking and access assumptions

Unless advised otherwise in advance, we assume that legal parking or loading is available within 20 metres of the entrance and that there are no access restrictions preventing safe and efficient loading or unloading.

Where these assumptions are incorrect, additional charges may apply in accordance with Section 6.6, or the booking may be repriced or reclassified where appropriate.

19. Instant pricing disclaimer

Online prices are automated estimates based on information provided and are not fixed unless expressly confirmed in writing.

20. Single-trip, load and waiting-time assumptions

20.1 All prices are calculated on the assumption that the Services can be completed in one continuous trip without delays caused by chain completion, key release, restricted access, or third-party dependencies.

20.2 Where delays occur for reasons outside our control, waiting time may be chargeable in accordance with Section 6.4.

20.3 Where, due to volume, access constraints, or operational considerations, the Services cannot reasonably be completed in a single trip, we will discuss the available options with you using reasonable endeavours.

20.4 Where we agree to complete the Services using more than one trip without applying additional charges, this shall be treated as a discretionary service decision and shall not constitute a variation of the agreed price or create an entitlement to additional trips without charge in future bookings.

21. Manpower and safety override

Crew sizes are subject to on-site safety assessment. Safety decisions taken by our personnel acting reasonably and in accordance with professional standards shall be binding.

21.1 Customer conduct, damage and safety

You must ensure that your conduct, and the conduct of any person acting on your behalf, is reasonable and does not place our staff, vehicles, equipment, property, or any third party at risk.

We reserve the right to suspend or terminate the Services immediately if we reasonably believe that abusive, threatening, unsafe, or unlawful behaviour has occurred or may occur.

You shall be responsible for any loss, damage, cost, or expense caused by your actions or omissions, including damage to our vehicles, equipment, or property, or injury to our staff, except to the extent caused by our negligence.

We reserve the right to recover reasonable repair costs, losses, or expenses from you and to pursue appropriate civil remedies where necessary. Nothing in these Terms limits any party’s right to report serious incidents to the relevant authorities.

21.2 Zero-tolerance for abuse

We operate a zero-tolerance approach to abuse, threats, harassment, or violence towards our staff. Any such behaviour may result in immediate termination of the Services and recovery of any associated costs.

 

22. Service model declaration

We operate all Services directly using our own vehicles and trained staff. We do not act as a marketplace or broker.

23. Customer misrepresentation

Where incorrect or misleading information is provided, we shall not be responsible for resulting delays, costs, or service failure. We will act reasonably in assessing any discrepancies.

24. Refusal, abandonment and storage

If delivery is refused or instructions are unavailable despite reasonable efforts, we may store or secure Goods at your expense.

25. Limitation of liability and insurance alignment

25.1 Goods in Transit Insurance
We maintain Goods in Transit insurance for loss or damage to Goods while they are in transit, subject to the terms, conditions, limits, exclusions, and excesses of the applicable insurance policy.

25.2 Public Liability Insurance
We maintain Public Liability insurance in respect of injury to persons or damage to property arising from our negligence while providing the Services, subject to policy terms and exclusions.

25.3 Scope and limitations

Insurance cover does not constitute a guarantee of compensation and does not override the exclusions, limitations, or liability caps set out in these Terms. Any settlement is subject to proof of loss, policy limits, exclusions, excesses, and an indemnity (second-hand value) basis, not new-for-old replacement.

25.4 Excluded and high-risk items
Certain items may be excluded from cover or subject to lower limits, including but not limited to cash, jewellery, watches, precious metals, important documents, antiques, and items of exceptional value unless declared in advance and expressly agreed in writing.

25.5 Customer responsibility
Customers are responsible for arranging any additional or specialist insurance they require beyond the cover described above.

25.6 Storage Insurance Limitation

Goods in Transit insurance applies only while Goods are in our care during transportation. Insurance cover does not automatically extend to Goods stored at third-party storage facilities, which remain subject to the storage provider’s insurance terms and exclusions.

26. Special items and non-standard moves

26.1 Heavy or specialist items must be declared in advance.

26.2 Restricted routes or specialist equipment may require additional charges or refusal.

26.3 We do not provide specialist trade services.

26.4 Unpacking is limited to placing items in rooms only.

27. Customer attendance, checks and completion

27.1 The customer or authorised representative must be present at collection and delivery.

27.2 The customer is responsible for checking all areas and items.

27.3 Completion sign-off confirms delivery and visible condition at the time of completion. This does not affect your statutory consumer rights.

 

28. Force majeure

Neither party shall be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to acts of God, extreme weather, flood, fire, war, terrorism, industrial action, government restrictions, road closures, or failure of utilities or transport networks.

Where such an event occurs, we will notify you as soon as reasonably practicable and will use reasonable endeavours to resume the Services.

29. Service area, collection and delivery locations

Our primary service area relates to the collection (pickup) location of the Goods. We primarily provide collection services within Leicester, Birmingham, Northampton, Lincoln, Nottingham, Coventry, Peterborough and surrounding areas.

Delivery locations may be nationwide within the United Kingdom, subject to operational availability, route feasibility, vehicle suitability, and crew availability.

Booking requests may be submitted online from any location; however, all bookings remain subject to confirmation by us in writing.

Where a booking request involves a collection location outside our usual service area, we reserve the right to:

(a) confirm the booking at the quoted price;
(b) offer revised pricing or revised service terms; or
(c) decline the booking and refund any payment received in full.

Payment made at the booking request stage confirms receipt of funds only and does not guarantee service availability until the booking has been confirmed by us in writing.

 

30. Entire agreement
    These Terms constitute the entire agreement between the parties and supersede any prior discussions or representations relating to the Services.

No waiver
Any delay or failure by us to enforce any provision of these Terms shall not constitute a waiver of our right to enforce that provision or any other provision at a later time.