1. Quotation and Pricing
1.1 Unless stated otherwise, our quotation excludes customs duties, inspections, and government fees or taxes. It includes our acceptance of liability for your goods, subject to Clauses 9, 10, 11 and 12.
1.2 We may adjust prices if unforeseen circumstances arise, including:
- Delays in acceptance of quotation (over 28 days) or work completion (over 3 months).
- Changes in currency, taxes, freight, or fuel costs.
- Work on weekends, public holidays, or outside standard hours (09:00–18:00).
- Collection or delivery above the first floor.
- Additional services, items, or storage.
- Unsuitable access (stairs, lifts, roads) or required mechanical/structural assistance.
- Parking charges, ULEZ, congestion zones, or penalties.
- Delays outside our control.
All quotes are based on the inventory provided at the time of booking. If additional items are present on the day, this will increase the time required and result in additional charges.
1.3 Adjusted charges become immediately payable.
2. Services Not Included
Unless agreed in writing, our services do not include:
- Dismantling or reassembly of furniture (except pre-agreed IKEA-type flat packs).
- Handling electrical, gas, or plumbed appliances.
- Lifting or laying floor coverings.
- Access to unsafe lofts or attics.
- Prohibited or excluded items (hazardous, illegal, perishable, or restricted).
Staff limitations: our staff are not trained, authorised, or insured for the above tasks. Please use qualified professionals if required.
3. Customer Responsibilities
- Declare the full value of goods in writing (if optional insurance is chosen).
- Provide all required legal documents, permits, and customs paperwork.
- Attend collection and delivery or provide an authorised representative.
- Prepare goods and appliances properly for transport.
- Ensure appliances such as refrigerators/freezers are emptied, defrosted, and cleaned.
- Provide a valid contact address.
Failure to meet these responsibilities may reduce or invalidate claims.
4. Our Responsibilities
- Deliver goods undamaged if packed by us ("undamaged" means the same condition as before packing).
- Liability only applies in cases of proven negligence or breach of contract.
- Optional insurance for goods is only available with our Pack, Move & Unpack service.
- We will not be responsible for secondary damage (e.g. leaks from appliances, switching off appliances).
5. Goods Not to Be Submitted
- Hazardous, illegal, stolen, flammable, explosive, or restricted items.
- High-value or personal items (jewellery, cash, watches, precious stones, computing devices, bonds, deeds, art, collectibles, crypto devices).
- Animals, plants, perishable goods, or items requiring special import/export licences.
Liability only applies if accepted in writing. Items included without consent may be returned or disposed of at your cost.
6. Ownership of Goods
You guarantee ownership of, or authority to move or store, the goods. You agree to cover us for claims if this is not true.
7. Cancellation & Postponement
- More than 7 days before the move: no charge.
- 7 days before: up to 50% of removal charges.
- 4 days or less: full charges.
- Hourly rate removals require upfront payment for the first 2 hours.
All bookings are confirmed in accordance with our written agreement. Any changes or alterations to the original requirements will automatically cancel the previous booking, while the terms of the original agreement, including refund clauses, remain in effect. Any amendments will be assessed, and a revised quote will be issued for any additional costs. Should you choose not to accept the amended costs, your booking will be cancelled in line with the original agreement, and the refund terms will still apply.
8. Payment & Deposit
- Full payment in advance unless agreed otherwise.
- Late payments incur daily interest at 4% above the Bank of England base rate.
- Deposits are non-refundable as per Clause 7.
9. Damage to Premises or Property Other Than Goods
9.1 Duty of care: we take reasonable care to avoid damage. Liability only applies for proven negligence or breach of contract.
9.2 Minor / non-insurance claims: liability is limited to reasonable repair costs, up to £150 per claim. A fixed excess of £50 applies to each claim. Multiple claims arising from the same incident will be treated as a single claim.
9.3 Public liability insurance claims: liability subject to insurance terms. Fixed excess: £600 per claim; administration fee: £200. Applies only for proven negligence. Insurance does not increase our contractual liability.
9.4 Exclusions: we are not liable for damage caused by moving goods under your instructions against our advice; from pre-existing defects, poor condition, or structural weakness; caused by third parties (builders, landlords, contractors); or cosmetic/minor damage consistent with normal moving.
9.5 Reporting: all damage must be noted on the worksheet/delivery receipt or reported in writing promptly. Failure may invalidate claims.
9.6 Goods disclaimer & insurance: all goods are moved at the customer's risk. Optional insurance is only available with our Pack, Move & Unpack service. We are not liable for: prepacked packages, defective goods, animals, plants, refrigerated/frozen food, or scratches and minor wear unless a pre-collection report was requested.
10. Exclusions of Liability
- Fire, explosion, or electrical/mechanical failures (if no proven negligence).
- High-risk or sensitive items (financial instruments, electronics, fragile goods).
- Circumstantial events (Acts of God, war, industrial action, climate, pests).
- Pre-existing defects, inherent faults, or owner-packed container damage.
- Vehicle damage without a pre-collection report.
- No personal liability for employees, subcontractors, or agents.
11. Claims & Time Limits
Notify us in writing within 7 days of delivery or collection. Claims submitted after this may be rejected.
12. Delays in Transit
We are only liable for delays caused by our proven negligence. If goods cannot be delivered, storage and subsequent delivery costs are at your expense.
13. Right to Hold Goods (Lien)
We may withhold or sell goods to recover unpaid charges. Storage charges continue during withholding.
14. Subcontractors & Third-Party Movers
We reserve the right to appoint approved subcontractors, partner removal companies, or independent drivers to carry out part or all of the services. Where subcontractors are used, they operate as independent contractors and may use their own vehicles, equipment, and staff.
We will take reasonable care in selecting subcontractors. However, subcontractors remain responsible for their own conduct, insurance, and performance during the services they provide. We shall not be liable for any loss, damage, delay, or failure caused directly by subcontractors except where required by law. Where a subcontractor carries out the service, any applicable claims may be directed to the subcontractor responsible for performing the work.
By accepting our quotation or booking confirmation, you acknowledge and agree that services may be carried out by approved subcontractors or partner movers.
15. Route, Method & International Advice
We select the route and method unless agreed otherwise. We provide guidance on international removals, but accuracy is not guaranteed.
16. Applicable Law
This contract is governed by the laws of the United Kingdom.
17. Inventory / Receipts
An inventory or receipt is accepted as accurate unless disputed within 10 days.
18. Storage Charges & Termination
Charges are reviewed with 3 months' notice. Termination requires 10 working days' notice. Unpaid goods may be sold and proceeds applied to the outstanding balance.
19. Moving Date Changes & Deposits
Provisional dates are not guaranteed. Confirmed bookings are secured with a 10% non-refundable deposit. Hourly jobs require upfront payment for the first 2 hours.
20. Abusive Behaviour & Missed Appointments
We operate a zero-tolerance policy for abusive or aggressive conduct. Work may cease, payment will be demanded, and deposits will not be refunded. Missed appointments: a 20-minute grace period applies; additional charges may apply thereafter.
21. Vehicle Load Capacity
Vans are not overloaded; legal payloads apply. Overloading may result in a partial load or extra charges.
22. Hourly Rate Jobs
Bookings are based on time. The customer confirms vehicle size and personnel needs. Overtime, additional drivers, and fuel beyond 10 miles are charged. Excluded items: pianos, motorcycles, vehicles.
Contact Us
If you have any questions about these terms, contact us on 0203 488 1879 or email info@flexiblebudgetremovals.com.