FAQ

You may incur extra charges if you have not informed us of awkward access. This is usually down to the extra time it will take us to undertake the work. Awkward access can include, no vehicle access, no parking available in close proximity to the property and cramped stair and hallway conditions where large items of furniture such as sofas will not fit. You will also need to be honest about what floor you are on and if there is a working lift.

Damages will always be paid for where a situation is our fault. Please take into consideration that if the customer is undertaking the packing and items are not sufficiently packed we can not be held responsible for damage caused to that item. We have straps and blankets but need to be able to fill a vehicle. LCD televisions, screens and breakables need to be boxed or properly wrapped for transport. Items which are not protected sufficiently are void of our insurance cover if any breakages occur.

We are a small company. Small enough to care but big enough to cope. We have a 100% reliability rating and are proud of this. If your booking is in our diary it will happen. We will have turned down other work to honour your booking. As we are a small company and don’t take card, we generally only take deposits on jobs over £200. Please only call and book if you are certain your move will happen. Our cancelation period is 14 days. If you need to cancel before our 14 day period and have paid a deposit we will refund your money in full. Within this 14 day period and you will loose your deposit. On any other smaller booking where a deposit is not taken we require 7 days notice. Otherwise we reserve the right to peruse the full amount of the removal booking.

You may incur extra charges if the actual amount of items on the day exceeds the amount of items that were included in your quote, a couple of boxes more would not normally cause an issue, however if you have under-estimated your items by more than this the driver will add on an extra charge. This will be based on how many men there are and what size vehicle is being used. We charge per half hour for extra time.

Animal and Human faeces on furniture and in homes will not be tolerated. It is a health hazard and we are not equipped to deal with this situation. Mess, dirt and grime will be tolerated to a certain extent. If we are being dirtied by lifting or moving items then it is not clean enough to go in any of our vehicles and is not safe to be moved by our staff. We reserve the right to terminate any removal of this nature. Any deposit will be lost and we will look to be reimbursed for any monies or resources lost.

Drugs will not be tolerated at any level. Any signs of drug usage will immediately result in the termination of your removal booking. Any deposit will be lost and we will look to be reimbursed for any monies or resources lost.

Below is a list of our exclusions Please ring for unusual items that are not listed.
– No unsealed liquids.
– Drugs.
– Oily/Greasy mechanical parts.
– Stolen Goods.
– Guns and Firearms.
– Hazardous or toxic waste.
– Any illegal Goods.
– Pets or livestock.

We are not insured to disconnect and reconnect washing machines, dishwashers etc. Our men will always have a go at this for you but please be aware this is not part of our service and we can not be held responsible for any plumbing issues as a result of this. Fridges and Freezers will need to be left to stand before turning them back on. Allow time for this so your food does not go off. American Fridges will need to have its doors taken off to move it. Again this requires notice and more time on our behalf for us to do this.

We will need to be told in advance if you have any items which fall under this category. Apart from furniture that you want us to dismantle and reassemble I am talking about Pianos, American Fridge Freezers, Grand Father Clocks etc. We have relevant experience and knowledge to move these items but need warning if these are included in your move. Grand Father clocks for example need to be taken apart and transported in a specific order and manor, American Fridge Freezers need doors removing to be moved. Apart from anything else we need to know about these items to allow time to move them safely and if necessary have the correct equipment on board.

Providing parking is the responsibility of the customer, (try to reserve a space for the van outside before it arrives or call the local council and get a suspension or permit where necessary) If there is no parking pre-arranged any parking fines received will be the responsibility of the customer and must be paid by the customer on completion of the removal. Please take into consideration – The closer we can park to your property, the easier and quicker it will be for us to complete your job, costing you less money.

We accept no responsibility for damage or breakage to items that have not been packed / protected by adequate means. For example – Sealed, lift able boxes – pictures protected with bubble wrap or cardboard. It is the customers responsibility to dismantle any unit/system/flat pack furniture and beds and this should be done before our arrival. If you would like us to do this for you please inform us in advance of anything which will need to be taken apart – It is never a problem but we need to allow extra time. Each of our team has a fairly comprehensive tool kit. We can not guarantee we will have correct tools to dismantle all furniture. It is the customers responsibility to ensure that items will fit in the new premises (eg: size of sofa and size of front or lounge door) Sometimes we can remove doors but a specialist would need t be brought in to take a window out.

Payment must be paid on completion, for large jobs we may ask for a part payment on booking. We except cash and bank transfer.

Verbal or threatening behavior will not be tolerated. If the driver is forced to leave the job because of abuse from the customer, verbal or otherwise, the customer will still be liable to pay in full for the booking.

Removal times are approximate, on a morning booking the only reason we may be late is due to heavy traffic. However the start of an afternoon booking may sometimes run on slightly if we have hit difficulties in the morning. If for example we are due at 1 and arrive at 1:45pm we will run on later to make back the time and will always phone ahead to warn we are running behind. We do not accept any responsibility for any customer loses due to unforeseen or out of our control delivery/pick-up delays.

We reserve the right to add extra costs due to unforeseen circumstances (eg: waiting for keys or gaining entry, incorrect addresses, removal of windows and so on).

Our policy is a very simple and honest message;
“We strive to provide an honest, professional and competitively priced removal service to our customers, building our reputation and gaining future recommendations.”

Passing furniture through windows is sometimes acceptable. If the window/s are above ground floor specialist winching equipment is needed and we are not insured to do this. Removing windows will have to be done by a specialist – we have numbers of people who can be called.