How it works:
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Unless stated that there are additional requirements such as, more than one operator needed or that there are collection/delivery time and date restrictions for the item e.g., Mon-Fri 9-5 or that that item won’t be available for collection until a certain date, then the quote you will be provided with will be an ‘anytime’ quote. We operate 7 days a week between 6:30am-11:30pm, therefore, if there are any times or dates that are not available for collection or delivery, they MUST be agreed prior to the quote being accepted as any restrictions will affect the cost of the transport and can be added after acceptance if needed.
We are not a same-day or next-day service as standard and so we kindly ask that your expectations are clearly stated prior to a quote being accepted so that we can quote accordingly. All quotes (unless we have stated otherwise) are for a single operator delivering ground floor to ground floor. If you require two operators or for the item(s) to be taken up flights of stairs, please make sure to ask to be quoted for the additional help before you accept the quote to make sure there is additional help available in your area and because of the additional charge.
Please ensure the dimensions and weight of your item(s) are stated and confirmed before quote acceptance, if these have not been confirmed with us prior to quote acceptance then they will be subject to our oversized items policy as per below. We would also like to advise that if your item(s) are being collected/delivered within any ULEZ or chargeable zones this will not be included within the transport cost unless we have come to an agreement regarding it with you prior to you accepting our quote.
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PLEASE NOTE if you make us aware of ANY restrictions AFTER accepting our quote then additional charges will be applied due to the impact this will have on the cost of transport. For example – If the item is then found to only be available for collection/deliver within restricted hours, an additional charge of between 40-100%, (minimum 30GBP) will be applied.
Any notice given that collection/delivery is not possible during the assigned date and/or time (unless it is our mistake) will reset the delivery period. Quoted price is for a ground floor movement, if this is not the case, and you haven't declared/agreed this BEFORE you have accepted this quote then 5GBP per floor, per item will be added to the cost to cover the additional time the driver will be at the stop for. Please be advised that damages to the item whilst being moved outside of the vehicle are not covered under insurance as this is outside of our standard T&Cs and our drivers are not insured for movements of items up and down stairs due to the health and safety of our drivers.
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Oversized/Additional items policy:
If the dimensions have not been supplied in your original listing, or agreed as valid prior to the quote being accepted then additional charges will be applied if the dimensions are more than 1.4m in any direction and/or heavier than 45kg. This will be determined by a manager or driver. If you choose not to accept the ‘oversized item’ charge, then please see our cancellation section for your options.
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If your items are bigger or heavier than you have stated (or above 45kg if no weight has been provided (an easily liftable item) at all prior to collection, or for example your listing is to move wheels but it is actually wheels with tyres on them, bed but actually a bed and mattress), an additional charge may be applied. If the charge equates to less than an extra 30% of the original quote, we will automatically collect and charge (unless it is an additional item, in which case it will also be automatically collected, if the driver has space, and charged accordingly). If greater than this, then the driver will attempt to make contact with the paying party to discuss. (if there is not an answer from the customer and there is space available the items will be collected and charged accordingly based on size/weight).
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If it is a case of additional items of the same size that are not noted by yourself prior to collection, these would be charged at 50% of the original items (e.g. 2x chairs quoted as £100, additional 2x chairs = £150 payable upon Delivery). Omitted items, for example where a quote has been provided for table but upon collection there are chairs, the additional charge will be determined on a size basis and then 50% cost - quote for table = £200, additional 4x chairs taking up similar space would be an additional £100). If you have a small additional box you wish transported these are an extra £15 each.
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All the above is only if the items have the same collection and delivery address, if different a separate quote would be required.
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How it works - continued:
After accepting our quote, we will send an invoice with our business account bank details for you to make payment. We understand that some customers have reservations about upfront payment for services, however please again see our reviews for reassurances and please note that this is industry standard practice for payment for the service to be paid for upon request and not upon completion.
Once you have made the payment using the invoice number as the reference (for prompt allocation), please notify us and we will confirm the payment has been received. Once the quote has been accepted, the full address and contact information completed and payment confirmed, the details will be passed to dispatch for assignment.
The dispatch department will assign a date and time-frame for the collection. Assignment generally takes place between Friday and Monday but you may be notified outside these days if there is the opportunity to fit you in on a pre-existing route. Each party will be informed of the dates and times the driver has been assigned to via text message (so long as we have been provided with the correct mobile contact information), an agent will also copy that message onto the website message system, to ensure everyone involved has access to see when the item will be collected and delivered.
Assignment will be in accordance with our normal timeframes (1-30 days from acceptance of the quote, completion of the details and payment, and first available collection date - whichever comes last). The majority of collections are assigned and collected within 14 days (as long as our assigned date is not rejected) of your first mutually agreeable collection date and delivered within 21 days as long as collection and delivery are flexible. To avoid any confusion or disappointment, we require your expectations on time/date of collection and delivery to be stated and confirmed prior to the quote being accepted.
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Payment terms:
Payment should be made upfront by bank transfer to our business account. If you are not happy doing so, then please see our cancellation section below. After accepting the quote, we will send an invoice with the bank details attached.
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Once you have made the payment using the invoice number as the reference (for prompt allocation), please notify us and we will confirm the payment has been received so we can continue with the process. Once the quote has been accepted, the full address and contact information completed and payment confirmed, the details will be passed to dispatch for assignment.
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Packaging:
Please ensure that all items are labelled with the delivery name, address and contact details as well as a return contact.
Items MUST be packaged properly so to avoid any surface marks, scratches, dents, rips and tears e.g. double layered bubble wrap and cardboard covering. If an item is not packaged appropriately, there will be no cover for any damage. Glass, stone and liquids are not covered by the insurance under any circumstances.
Damage which does not render your item unusable is not covered unless due to the operator's negligence. Unprotected items can still be collected (at the driver's discretion if not pre-agreed) and then covered with a blanket for transport. All items are secured during transit.
Please note, where possible, items will be stacked for transport inside the vehicle/on a trailer and therefore unless stated prior to your quote being accepted, your item may be stacked/laid down or on its side during transport. This is not only for maximising space availability within the vehicle/trailer but also to ensure the item is shipped as securely as possible. If a driver is informed the item cannot be stacked for any reason or that the item cannot be transported on an open trailer (vehicle transport) for any reason when he is collecting the item (if not already agreed) then the cost of transport will be double the original quote (if there is the space available to do so. If the driver calls the paying customer and does not get an answer, this cost will be added automatically and the item collected (so long as there is space available to do so). All vehicles that cannot be transported on our trailers, must easily free wheel and be drained of fluids. Vehicle parts must also be drained of fluid and shrink wrapped. Please note that where parts are found to have not been drained of liquids/fuel/oil and this then spoils or leaks into any of our vehicles, there will be a flat fee chargeable of £500 due to the impact this will have on our other customer's items within the vehicle. Motorbikes/quad bikes should be easily movable by one person but assistance to load and unload will be required.
Please also ensure the item is ready to be collected from the front door/garage/outside. Items that require "removal" or "dismantling" will be assessed on a case by case basis and either charged for "wait time" or classed as a "failed collection".
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Insurance:
Each of our vehicles are fully insured to carry goods up to a total value of £25,000. Our standard insurance per item is capped at £150, however, if you require your items to be covered for a higher level of insurance coverage, then please ensure that this is declared when submitting your enquiry form.
Any item that requires a higher insurance cover will be charged at 5% of the item value. The item value is classed as the purchase price of the item and will need to be shown or provided to us prior to collection of the item for any claim to be accepted.
If your item is considered of "relative low value" and is damaged beyond use we may offer to buy the item outright from you instead of going through our insurance claiming process which can be lengthy and works better for everyone in the unlikely event that this should happen.
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Cancellation and Failed Collection/Delivery Policy:
Any cancellations received prior to date assignment for your movement will incur a 15GBP charge. If a cancellation/date or time change is requested within the first 24 hours of a date/timeframe being assigned you will incur a charge of 20% or 25GBP (whichever is the higher figure).
If a cancellation or requested date/time change is received after the first 24 hours of a date/time assignment message being sent then a cancellation/re-assignment charge of 50% or 50GBP (whichever is the lower) of the original cost will be applied.
Any COLLECTION cancellation, re-assignment request or failed COLLECTION on the day of the assigned collection will be charged 75% of the original cost. Any DELIVERY cancellation, re-assignment request or failed DELIVERY on the day of the assigned collection will be charged 100% of the original cost.
If an operator needs to wait for more than 10 minutes at a collection/delivery point then an additional 15GBP charge will be applied, and an extra 15GBP per quarter of an hour thereafter. If the driver cannot make contact with the collection/delivery point after 10 minutes, they will move on to the next stop and a failed stop charge (cancellation) will be applied instead. This forms part of the movement contract and is non-negotiable.
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