Terms and Conditions

Terms and Conditions

The list bellow covers the most common situation faced on our daily basis, however, if you have any doubt about any particular situation do not hesitate to contact us by phone or email.

Jobs provided and vans 

  • We can provide a one man and van, two man and van or even more, we recommend you consider having at least two men and van when having heavy or bulky items. One man and van are only recommended only when few items will be moved.
  • The assistance of the client and his friends is not recommended to avoid damage to the items as our staff is fully trained to move items around. We will not take responsibility of damage if this is the case.
  • We will provide a clean van with blankets, straps, trolleys ready to get the removal done,
  • We are doing our best to be always on time, but please allow up to a 1–2-hour window for arrivals in case of any traffic on the road.
  • Congestion Charge Zone in central London applies Monday to Friday from 7am to 6pm ( £15 ).
  • Ultra Low Emission Zone in central London ( ULEZ ) – applies 24 hours a day within the North and South Circular ( £12.50 ).
  • ULEZ – Ultra Low Emission Zone applies 24 hours a day within North and South Circular Roads.

Insurance and damaged items

  • We provide an insurance cover up to £15,000 and only apply if you provide an “Inventory List” with all items you are moving. (This is a mandatory request of our insurers)
  • If you don’t require packing services, please make sure to protect all items to avoid any damage as our insurer will not cover any damage during the transit for unprotected items.
  • If you notice any damage, please report to our office before our team leave, so they can make an evidence of damage for insurance purposes. Please note that if our team leaves the site and no damage has been reported we will not take any responsibilities for damages.

 Excluded Property

  • The following items are specifically excluded from coverage and will not be moved without prior written agreement. If you sent the goods without our knowledge and prior written agreement, we will not be liable for any loss or damage.
  • Jewellery, watches, trinkets, precious stones, money, deeds, securities, stamps, coins, or goods or collections of a similar kind.
    Potentially dangerous, damaging or explosive items.
    Goods likely to encourage vermin or other pests or to cause infection.
    Refrigerated or frozen food or drink.
    Any animals and their cages or tanks including pets, birds or fish.
    Cars, boats and caravans.
    Furs, perfumery, wines, spirits, tobacco, cigars, cigarettes, foodstuffs, perishable goods or any kind of explosives.

 Packing services 

  • We can provide a full packing services and it need to be requested by the customer upfront so on the removal date we can previously load the van with requested material.
  • We can also dismantle and assemble furniture and cover it with blankets to protect during the removal.
  • It is fundamental that we receive upfront the information of any special need customer have so We can get ready for it providing what is available in the market to get it done. For instance, if customer has an OLED TV we need to know upfront the provide a proper box to get it moved. Driver can refuse the move items with special needs that We were not informed about.

 Parking/Tolls/Ferry and Congestion Charge 

  • Parking at the property needs to be provided by the client so it is important to arrange parking space as close to the property as possible. Parking suspension can be requested in same cases with your local council.
  • In case of parking tickets, it will be at the customer responsibility and had to be paid at the end of the removal. It is important to mention that in some cases we will receive the parking ticket by post after some days and it will be reverted to the customer to be paid.
  • Tolls, Ferry Charges and Congestion Charges are also paid by the customer.  

Rates/Packing material cost and Storage Cost 

  • We work on an hourly rate and request customer to contact us to have an estimate of a quote.
  • Upon request We provide a free estimate of a quote that can normally be very accurate, however, every job has a different challenge and can be done within the estimated time or it can take longer than expected so the final cost will be supported by the total time spent during your removal/job.
  • Packing Material is charged in separately and cost will be provided upon request. 
  • Storage cost can also be provided upon request as it depends on size of the unit.
  • We charge £5 for flooring level per person carrying the goods on the top of our rates where lift cannot be used.
  • Please note that we provide our service up to the fourth floor if there is no lift in operating.
  • Fuel charges for the provided route are included in price.
  • We cover all areas within the M25 under our hourly rate, for removals out of this area a return charge applies and estimate can be presented once we have received all the details of the removal.
  • Parking – as close as possible.

Booking your removal

  • To secure your removal we kindly request the payment of 30% of our estimate of a quote. And your confirmation will be sent to you. The balance has to be paid as soon as We unload your removal.
  • If you need to cancel your booking, make sure to inform us in writing ( Email or TEXT ) at least 48 hours in advance, otherwise a cancellation fee will apply (cancellation fee = 30% of total estimate). Please DO NOT leave information about canceling your order on our voicemail, as this form of cancellation will not be accepted.
  • To make sure your order has been accepted or to check the status of the order please contact us.