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: www.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

4.5.1 Accuracy of Information

You are responsible for ensuring that all information provided during the quotation and booking process is complete, accurate and up to date, including the inventory of Goods to be moved and any information affecting the handling, transportation or delivery of those Goods.

4.5.2 High-Value and Specialist Goods

Before your booking is confirmed, you must notify us of any individual item with an estimated current value exceeding £1,000, or any item requiring specialist handling due to its value, age, fragility, weight, dimensions, construction or unusual characteristics.

Such notification enables us to determine whether additional manpower, specialist equipment, packing materials, insurance arrangements, handling procedures or revised pricing are required.

4.5.3 Failure to Disclose

If you fail to disclose any item falling within this clause, we shall be entitled to treat the item as an ordinary household item for the purposes of planning, handling and transportation.

We shall not be responsible for any loss or damage arising wholly or partly because appropriate arrangements could not reasonably be made due to the absence of such information.

4.5.4 Booking Declaration

By submitting a booking request, you confirm that:

(a) the inventory provided is complete and accurate;

(b) all high-value and specialist items have been declared;

(c) you have disclosed any information which may affect the safe completion of the Services;

(d) we are entitled to rely upon the information provided when planning and pricing your booking.

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.

6.7 Mileage, travel distances and estimated arrival times may be calculated using mapping or satellite navigation software and may vary from actual travel conditions.

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 Inventory List 

Ensure that the Inventory List accurately reflects all Goods to be moved. Items not declared may be refused, re-priced, excluded from the Services, or, where the omission has materially affected planning, loading, handling or transportation, may not be covered by the contractual liability provisions contained in these Terms.. We will act reasonably in assessing any discrepancies.

Goods omitted from the inventory or not otherwise declared may be refused, re-priced, excluded from the Services or, where the omission has materially affected planning, loading, handling or transportation, may not be covered by the contractual liability provisions contained in these Terms.

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.

7.8 You confirm that you own the Goods or have the legal authority to instruct us to transport them.

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

8.1 Prohibited Items

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, important documents, mobile phones, laptops, tablets, portable electronic devices, memory cards, cameras, or other easily portable valuables unless expressly agreed in writing before the Services commence.;
• 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.

10.5 Additional Items and Revised Booking Value

Where you request additional items, services, labour, packing materials, dismantling, reassembly, changes to access conditions, waiting time, parking arrangements, or any other variation after your booking has been confirmed, we may revise the booking price accordingly.

Any revised charges will be communicated to you before the additional work is undertaken. No additional charges will be applied without your prior agreement, except where required for immediate health and safety reasons or where the additional charges arise directly from inaccurate or incomplete information provided by you during the booking process.

10.6 Collection of Agreed Additional Charges

Where you have authorised a payment method through our approved payment provider, and you agree to additional charges following a booking amendment, revised invoice, or agreed variation to the Services, you authorise us to collect the additional agreed amount using the same authorised payment method without requiring you to re-enter your payment details.

We will provide an updated invoice or payment summary showing the revised charges before processing any additional payment.

10.7 Variations Identified on the Day of Service

If, upon arrival, the Services differ materially from the booking information provided, including but not limited to additional Goods, higher volume, restricted access, additional floors, longer carrying distances, waiting time, dismantling requirements, or any other operational changes, we may revise the booking price accordingly.

Before any additional work is undertaken, our team will explain the reason for the revised charge and seek your approval. Where you agree to proceed, the revised amount will become payable in accordance with these Terms.

10.8 Customer Approval

Your approval of any revised quotation, updated invoice, additional charge, or payment request may be given verbally, electronically, by email, by SMS, by WhatsApp, through our booking system, or by any other method that reasonably confirms your agreement before the additional work is carried out.

This means a customer saying “Yes, that’s fine” on the phone or replying “OK” on WhatsApp can serve as evidence of agreement.

10.9 Refusal of Revised Charges

If additional work or services are required to complete the move safely or efficiently and you decline the revised charges, we reserve the right to complete only the Services originally agreed, suspend the Services, or terminate the booking where it would be unreasonable or unsafe to proceed.

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.

11.3A Card Authorisation and Scheduled Payment

Where you choose our “Book Now, Pay Later” option, you may be asked to securely authorise your payment card through our third-party payment provider.

By completing the card authorisation process, you authorise us to securely store a payment method through Stripe and to collect the agreed booking amount no earlier than 72 hours before the scheduled moving date, unless otherwise agreed in writing.

Your payment card details are not stored by Lifeline Movers and Packers Ltd. All payment information is securely processed and stored by our authorised third-party payment provider in accordance with applicable payment security standards (PCI DSS).

If the booking is cancelled before payment is collected, any applicable cancellation charges under Section 12 may still apply.

11.3B

Where a booking is amended before payment is collected, we may revise the booking value to reflect the updated Services. The revised amount will be communicated to you before any payment is collected.

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

11.4A Failed or Declined Payments

If an authorised payment cannot be collected due to insufficient funds, expired card details, cancellation of the payment method, or any other payment failure, we reserve the right to suspend, postpone or cancel the booking until payment has been successfully received.

By providing a payment method through our payment provider, you confirm that you are authorised to use that payment method and authorise us to collect payments in accordance with these Terms.

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

11.5A Revised Invoice

Where the agreed Services change after booking, we may issue a revised invoice reflecting the updated Services and charges. The revised invoice replaces the previous invoice only to the extent of the agreed changes and forms part of the booking contract.

11.5B Collection of Revised Charges

Where a revised invoice has been agreed, we may collect the revised amount using the payment method previously authorised by you through our approved payment provider. We will not collect additional charges without your prior agreement unless expressly permitted under these Terms or required by law.

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

11.7 Chargebacks and Payment Disputes

Where a payment is disputed, reversed or charged back without valid legal grounds, we reserve the right to recover the outstanding amount together with any reasonable administrative, banking or recovery costs permitted by law.

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
Our liability shall be limited to the reasonable cost of restoring the directly affected area to substantially the same condition as immediately before the damage occurred.

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 Inspection Upon Delivery

You should inspect your Goods as soon as reasonably practicable after delivery.

Where reasonably possible, any visible loss or damage should be brought to the attention of our crew before they leave the delivery address.

13.5.2 Reporting Damage

Any apparent loss or damage should be reported to us in writing within 48 hours after completion of the Services.

13.5.3 Hidden Damage

Where loss or damage could not reasonably have been identified during the initial inspection, you must notify us in writing as soon as reasonably practicable after discovery.

13.5.4 Preservation of Evidence

You must retain the Goods in their damaged condition and must not arrange repairs, disposal or replacement until we have been given a reasonable opportunity to inspect the alleged damage, unless immediate action is necessary to prevent further loss or ensure safety.

13.5.5 Investigation

We reserve the right to investigate all claims.

Customers shall provide such photographs, videos, invoices, proof of ownership, proof of value and any other information reasonably requested to assist our investigation.

13.5.6 Delay in Reporting

Delays in reporting alleged loss or damage may affect our ability to:

• inspect the Goods in their delivered condition; 
• determine the cause of the alleged damage; 
• review contemporaneous evidence; 
• interview our crew; 
• establish whether the alleged damage occurred during or after completion of the Services. 

Where a delay materially prejudices our investigation, we reserve the right to reject the claim or reduce any compensation to the extent permitted by law.

13.5.7 Proof of Claim

The customer must establish, on the balance of probabilities, that the alleged loss or damage occurred during the provision of our Services.

13.5.8 Repair Estimates

Where appropriate, we may require one or more reasonable repair estimates or quotations before determining the amount of any compensation payable. No repair work should be carried out without our prior written agreement if you intend to recover the cost from us.

13.5.9 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.

13.5.10 Fraudulent or Exaggerated Claims

If we reasonably believe that any claim is fraudulent, deliberately exaggerated, or supported by false, misleading or fabricated information, we reserve the right to reject the claim in whole or in part and to take any further action available to us under applicable law.

13.6 Limitation of Liability

Unless otherwise agreed in writing before the Services commence, our liability for proven loss of or damage to any individual item shall not exceed the lower of:

(a) its proven current second-hand market value immediately before the loss or damage occurred; or

(b) £100 per item,

subject in all cases to an overall maximum liability of:

(a) £500 for any Furniture Move booking; and

(b) £1,000 for any Home Removal booking

These liability limits apply only to the extent permitted by applicable law and do not exclude or restrict any liability which cannot lawfully be excluded or limited.

Before settling any claim, we may inspect the Goods and, at our option, repair the Goods, arrange a reasonable repair, replace the Goods with an equivalent second-hand item, or pay compensation in accordance with these Terms.

13.6A Right to Repair or Replace

Before settling any claim, we may inspect the Goods and, at our discretion:

(a) repair the Goods;

(b) arrange for repair through an approved repairer;

(c) replace the Goods with an equivalent second-hand item of similar age, condition and specification; or

(d) pay compensation in accordance with these Terms.

We will determine the most appropriate remedy having regard to the nature of the damage and the circumstances of the claim.

13.6B Betterment

We are not required to place the customer in a better financial position than they were immediately before the loss or damage occurred. Compensation reflects the current second-hand market value or reasonable repair cost of the Goods and does not include replacement with new items where this would result in betterment.

13.6C Sentimental and Emotional Value

Compensation under these Terms does not include sentimental, emotional, personal or other non-financial value attached to the Goods. 

13.6D Salvage

Where we compensate you for the full proven second-hand market value of any Goods, we may require ownership of the damaged Goods to pass to us. You must retain the Goods until the claim has been concluded unless we agree otherwise in writing.

13.6E Matching Sets

Where damaged Goods form part of a matching pair, set or collection, compensation shall normally be limited to the affected item only and shall not include replacement of the entire pair, set or collection unless otherwise required by law.

13.6F No Additional Depreciation

Where Goods are repaired to a reasonable standard, we shall not be liable for any alleged reduction in market value arising solely because repairs have been carried out.

13.6G Removal Charges

Compensation for loss of or damage to Goods does not entitle the customer to reimbursement of the removal charges unless our breach prevented us from carrying out the agreed Services.

13.7 Death & Personal Injury

 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.

13.11 We may take photographs of Goods, access routes or any damage before, during or after the Services for operational, quality control, insurance and evidential purposes.

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.

16.4 You agree that notices, confirmations, invoices, payment links and contractual communications may be sent electronically by email, SMS or other electronic communication methods.

16.5 Digital Booking System

Certain quotations, revised quotations, invoices, payment requests, booking confirmations, reminders, notifications and other booking-related communications may be generated automatically through our online booking platform.

Unless otherwise stated, such electronically generated communications shall have the same contractual effect as documents issued manually by our authorised employees.

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 automatically generated based on the information provided and the pricing rules, availability, operational capacity and booking conditions applicable at the time the quotation is produced.

Prices may change without notice until the booking has been confirmed by us in writing.

Where a customer delays confirming a booking, a revised quotation may apply

19.1 Prices are not guaranteed until your booking has been accepted by us and, where applicable, payment or card authorisation has been successfully completed.

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.

25.7 High-Value Claims 

Claims relating to undeclared high-value or specialist items shall be assessed having regard to the customer’s failure to disclose information necessary for us to determine the appropriate manpower, handling methods, equipment, packing materials, insurance arrangements or pricing.

Where the customer’s failure to disclose materially contributed to the alleged loss or damage, any liability shall be determined in accordance with these Terms and applicable law.

25.8 Evidence of Value

Any customer making a claim relating to a high-value item shall provide reasonable evidence of ownership, condition and current market value, including invoices, valuations, photographs or other supporting documentation where reasonably requested.

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.

27.4 Customer Inspection

Before our crew leaves the delivery address, the customer or their authorised representative should, where reasonably practicable, inspect the Goods and notify our crew immediately of any visible loss or damage. Any observations may be recorded by our crew together with supporting photographs.

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.

We may suspend or postpone the Services where weather conditions make the move unsafe for customers, employees or Goods.

29. Service area, collection and delivery locations

Our primary operating area covers moves where either the collection or delivery address is located within Leicester, Birmingham, Northampton, Lincoln, Nottingham, Coventry, Peterborough and surrounding areas. We may also undertake moves to or from other locations within the United Kingdom, subject to operational availability and written confirmation.

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.

30.1 Entire agreement
These Terms & Conditions, together with any written quotation, booking confirmation and documents expressly incorporated by reference, constitute the entire agreement between the parties

30.2 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.