TERMS AND CONDITIONS
Introduction
The titles “You, and Your” are assigned to Our Valued Customers and the titles “Us, Our and We” are assigned to
Custom Movers. (Business address: 9 Palmer Road, Norwich, NR3 3RW) email: info.custom.movers@gmail.com
Booking will mean the confirmed and accepted quotation and date of move provisionally confirmed with deposit.
Our Terms and Conditions explain the rights, obligations, and responsibilities of all concerned Parties. Custom
Movers reserve the right to amend the Terms and Conditions when necessary and have the latest version loaded
onto the web.
It is always good practice that You arrange insurance to cover Your goods or premises in any circumstances.
Quotations
Our quotations are valid for twenty-eight (28) days from the date of issue. After this expiry the quotation will be
reviewed on request if the job is still to go ahead. Accepting our quote is also accepting these T’s and Cs in full.
We will only hold the price for 2 months on a confirmed booking, thereafter if the move has still not taken place the
quotation will automatically be reviewed.
Our quotation is not a guarantee that We have vehicles available on the day You require. Accordingly, Your
signed acceptance of Our quotation does not constitute a contract between Us until You have Our written
confirmation that We can move Your Goods on Your required date. We will send Our written booking confirmation
within one working day of Our receipt of Your acceptance of Our quotation and paid deposit.
For Our packing service, labour, boxes and packaging materials, these will be charged to You and the boxes then
become Your property. We will remove undamaged boxes for You if You no longer have need of them.
We are VAT registered and all services will be charged VAT at 20%. VAT Registration No. GB 459 2222 87.
Our quotation is subject to automatic change if:
We supply any additional services, including loading/moving, packing, dismantling and any other action including
time delay that may occur on the move day. These charges will be discussed on the move day and invoiced over
and above the quoted price. This includes items not discussed at the time of viewing or information not supplied
by You for the quote.
We have to pay parking or other fees or charges (including fines where You have not arranged agreed
suspension of parking restrictions) in order to carry out services on Your behalf. For the purpose of this
Agreement parking fines for illegal parking, caused by Our negligence, are not fees or charges and You are not
responsible for paying them.
If there is a delay for any reason in Us receiving the fine, We will take responsibility for fines received later than
four (4) weeks of the move date. Any fines received before this time will be invoiced to You.
There are delays or events outside Our reasonable control which increase or extend the resources or time allowed
to complete the agreed work.
You agree to pay any reasonable charges arising from the above circumstances. The invoice for these services
will be presented to You for payment as soon as it comes to Our attention.
Work not included in the quotation
Unless agreed by Us in writing, We will not:
Dismantle or assemble furniture of any kind (unless specified on the quotation or discussed in person).
Disconnect, re-connect, dismantle or re-assemble appliances, fixtures, fittings or equipment. (Unless specified on
the quotation). Our staff are not authorized or qualified to carry out specialised work. We recommend that You
employ a qualified contractor to carry out these Services.
Take up or lay fitted floor coverings.
Remove items on the day from lofts or hard to access areas. All small items must be boxed and placed in an
open area for removal by Our staff. Heavy and large items are exempted but must be discussed before the
quotation or move.
We do not unpack sheds, garages or any outbuildings unless the contents have been clearly prepared for moving
i.e., boxed, bundled, bagged, wrapped and contained.
Move or store any items included under Clause 4.
Dismantle or assemble garden furniture and equipment including, but not limited to: sheds, greenhouses, garden
shelters, outdoor play equipment, and satellite dishes, or move paving slabs, and the like.
Move any item or items which Our removal crew reasonably believe they cannot move safely or the removal of
which may damage the item or items in question or its or their surroundings.
Clear driveways or other access areas (at either collection or delivery address) from snow or ice or other
Materials.
Your responsibility
It will be Your responsibility to:
Box, bundle, bag, wrap and contain all Your small items ready for the move day unless You have ordered and pre-
paid Our packing service. We will not be held responsible for time delays if we are required to assist on the day
and these extra services could be charged at Our minimum hourly rate over and above the quoted price.
Arrange adequate insurance cover for the goods submitted for removal transit and/or storage, against all insurable
risks as Our liability is limited under clause 8.
Obtain at Your own expense, any documents, permits, permissions, licences, customs documents necessary for
the removal to be completed.
Be present or represented throughout the collection and delivery of the removal to ensure that nothing is removed
or left in error or is left in the wrong room. Our driver will take a final walk around with You and if You are satisfied
this verbal acknowledgement will release Us of any items left behind or misplaced.
Where We provide You with inventories, receipts, waybills, job sheets or other relevant documents You will ensure
that they are signed by You or Your authorised representative as confirmation of collection or delivery of the
Goods.
Arrange proper protection for goods left in unoccupied or unattended premises, or where other people such as
(but not limited to) tenants or workmen are, or will be present.
Prepare adequately and stabilize all appliances or electronic equipment prior to their removal. This includes
securing wires and plugs with tape so they do not drag when being lifted.
Empty, properly defrost and clean refrigerators and deep freezers. We are not responsible for the contents.
Ensure that all domestic and garden appliances, including but not limited to washing machines, dish washers,
hose pipes, petrol lawn mowers are clean and dry and have no residual fluid left in them;
Provide Us with a correct and up to date contact address and telephone number during removal transit of goods.
Arrange appropriate transport, storage or disposal of goods listed in clause 4.
Other than by reason of Our negligence or breach of contract, We will not be liable for any loss or damage, costs
or additional charges that may arise from failure to discharge these responsibilities.
Ensure that both the collection and destination addresses are suitable and safe for Our removal crew to work
without obstruction. We reserve the right to unload Your belongings outside of Your property if unreasonable
works are being conducted inside or around the entrance.
Our responsibility
It will be Our responsibility to:
Adhere to these Terms and Conditions.
Communicate in a timely manner throughout Our dealings with You and present ourselves in a professional and
responsible manner at all times keeping strict confidentiality.
Be aware and carry out any special requests.
Arrive on time and comply with deadlines as far as is possible. We do not take responsibility for delays caused
out of Our control or by unforeseen circumstances and 3 rd parties.
Remove, load and wrap large items for transportation. Load small items which have been previously boxed,
bundled, bagged, wrapped and contained.
Keep safe and handle all Your possessions with the utmost care.
Get verbal or written sign off at the end of the move signifying that You are satisfied with the service provided.
To acknowledge and follow up on any complaints submitted in writing by You within 7 days after the completion of
Your move.
Goods not to be submitted for removal or storage
Unless previously agreed in writing by the owner or other authorised company representative, the following items
must not be submitted for removal or storage and will under no circumstances be moved or stored by Us.
Potentially dangerous, damaging or explosive items, including gas bottles, firearms and ammunition.
Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, or goods or collections of any
similar kind.
Goods likely to encourage vermin or other pests or to cause infestation or contamination.
Perishable items and/or those requiring a controlled environment.
Goods which require special licence or government permission for export or import.
Under no circumstances will Prohibited or stolen goods, drugs or pornographic material be moved by Us.
Any animals and their cages or tanks including pets, birds or fish unless agreed by management before move.
We shall notify You in writing as soon as practicable if any of the goods, are in Our opinion hazardous to health.
Should We refuse to transport the goods We will have no liability to You.
If You submit such goods without Our knowledge, We will not be held responsible for any legal or other
repercussions.
Should We find any of these items in Our load they will be returned to You immediately. If any extra expense is
incurred during this transaction this will be invoiced to You.
Ownership of the goods
By entering into this Agreement, You guarantee that:
The goods to be removed and/or stored are Your own property, or the goods are Your property free of any legal
charge; or
You have the full authority of the owner or anyone having a legal interest in them to enter into this Agreement and
You have made the owner fully aware of these terms and conditions prior to entering into this Agreement and that
they have agreed to them.
If at any time following the implementation of this agreement to its termination another person has or obtains an
interest in the goods, You will advise Us of their name and address in writing immediately.
You will be responsible to pay for any claim for damages and/or costs against either of the above if this proves to
be untrue. We do not accept any responsibility as a 3 rd party in this matter.
Charges if You postpone or cancel the removal
If You postpone or cancel this Agreement, We reserve the right to charge You a reasonable postponement or
cancellation fee according to how much notice is given as set out below. We charge these fees based on an
assessment of losses We have incurred as a result of You cancelling or postponing the removal. Examples of the
types of loss We might incur are: administration / back-office costs, being unable to re-fill a removal slot with
another customer’s work, or engaging employees to work for Your booked removal. “Working days” refer to the
normal working week of Monday to Friday and excludes weekends and Public Holidays.
More than 10 working days before the removal was due to start: No charge.
Between 5 and 10 working days inclusive before the removal was due to start: not more than 30% of the removal
charge.
Less than 5 working days before the removal was due to start: not more than 50% of the removal charge.
Within 36 hours of the move taking place; not more than 75% of the removal charge.
On the day the work starts or at any time after the work commences up to 100% of the quoted removal charges.
Your 50% deposit will be used against the above charges and You will be invoiced for any charges in excess of
the deposit amount.
Postponement Waiver
We agree to waive the postponement charges in the Clauses above if a subsequent move date is booked.
The Postponement Waiver will entitle You to only one reasonable Postponement and further Postponements will
be judged on any losses We may incur because of Your Postponement.
Our agreement to waive the charges is conditional upon Us receiving written notice of Your intention to Postpone
no later than 24:00 hours before Services commence.
If any subsequent booking is cancelled You will be charged as above for any and all losses occurred.
Payment
The deposit fee, roughly 50% of Your move quotation is due immediately at the time of booking Our services. This
deposit is to secure the move date in Our diary and allow You peace of mind. The deposit is held in safe keeping
until move completion and in the case of refunds due to You as set out above.
Failure to comply with Our terms and conditions will also mean that You forfeit part or all of the deposit refund.
You have the option to pay the quotation amount in full at the time of booking.
All advance payments are protected and held independently until due date.
Unless otherwise agreed by Us in writing, payment is required in full by cleared funds no later than the close of
play on the previous work day of the move to take place or on Invoice.
Payment can not be withheld to resolve a dispute. We will honour any dispute if approached civilly, see the
(Disputes) section below.
In default of such payment, We reserve the right to refuse to commence removal or storage until such payment is
received.
In respect of all sums which are overdue to Us, We will exercise our statutory right to claim interest (at 8% over
the Bank of England base rate) and compensation for debt recovery costs under the Late Payment legislation, if
we were not paid according to our agreed credit terms.
Private sector terms – payment on or before completion date of the move.
Public sector terms – payment on or before 3 days of completion date of the move unless this has been
discussed.
Longer term periods and delays in payment must be discussed at the time of booking to avoid additional fees.
Unless by prior arrangement We reserve the right to terminate this contract if payment is not received before the
removal date, and not to carry out any services quoted for. The cancellation fees will then come into effect.
Additional services completed and charges incurred on the day of the move will be confirmed and agreed on the
completion day and invoiced within 3 days of completion of the move.
You will be liable to pay the additional services invoice immediately on receiving the invoice.
Failure to pay the invoice within the agreed terms and conditions will result in the account being passed to Our
collections agency and further costs are likely to be incurred. This may also affect Your credit rating.
Unpaid cheques / direct debits will incur a fee of £20.00 to cover administration and bank charges.
Our liability for loss or damage
We do not know the value of Your goods, therefore, We limit Our liability to a fixed limit per item. The amount of
liability We accept under this agreement is reflected in Our charges for the work. If You wish Us to increase Our
limit of liability per item You agree to pay a higher price for the work as stated in Condition 1. (Our Quotation).
In the event that We lose or damage Your Goods, if We are liable, We will pay You up to a maximum of £40.00
sterling for each item which is lost or damaged beyond repair, to compensate replacing that item. We will pay £10
and in the extreme case £20 for repairs such as scratches and aesthetic damage. In this respect an item is
defined as any one article, suite, pair, set, complete case, package, carton or other container.
Damage to premises or property other than goods
If We note or cause any damage, We will bring this to Your attention immediately.
Because third party contractors or others are frequently present at the time of collection or delivery it is not always
possible to establish who was responsible for loss or damage. Therefore, Our liability is limited as follows:
If We cause loss or damage to premises or property other than goods for removal as a result of Our negligence or
breach of contract, Our liability shall be limited to making good the damaged area only.
If We cause damage as a result of moving goods under Your express instruction, against Our advice, and where
moving the goods in the manner instructed is likely to cause damage, We shall not be liable.
If We are responsible for causing damage to Your premises or to property other than goods submitted for removal
and/or storage, You must notify Us in writing as soon as practically possible after the damage occurs or is
discovered or in any event within a reasonable time. This is fundamental to the Agreement.
We take ownership of repairs to the section that has been damaged and not the entire item in the case of a
carpet, flight of stairs etc
Delays in loading, unloading and transit
Other than by reason of Our negligence or breach of contract, We will not be liable for delays.
Waiting times and access to the new property on the day.
Once We have loaded Our van, emptied Your current property and travelled to the new property, We expect to
begin offloading immediately without delay. If for any reason We are unable to commence immediately We offer
one hour free while We wait for access to the new property. However, if We are still waiting after one hour there
would be a £45.00 charge for every hour that We are held up. Only when We are able to commence off-loading
Our van the hourly charge would stop accumulating. You will be invoiced for this amount over and above the
quoted price.
Our right to sub-contract the work
We reserve the right to sub-contract some or all of the work.
If We sub-contract, then these Terms and Conditions will still apply as We expect Our contractors to conduct
themselves to Our code of practice.
We aim to only use qualified, reliable and known contractors at all times.
Disputes
We aim to resolve any and all disputes as quickly as possible and will take full responsibility if it is found that We
are at fault in any way.
Should a dispute arise, which cannot be resolved amicably between the Parties, either Party may refer the dispute
to an independent Alternative Dispute Resolution (ADR) scheme of their choice or seek legal advice at their own
expense.
We will however, not tolerate unfounded accusations, bad behaviour, damage of Our property or threats to any of
Our staff and should this arise We reserve the right to refuse to resolve the dispute and report the incident to the
police. This will relieve Us of any liability under the dispute.
Applicable law
Any dispute between You and Custom Movers will be governed by the non-exclusive law and jurisdiction of the
English or Scottish Courts.
This document can be emailed or posted to you on request. E&OA v0224
