Terms & Conditions

These Terms and Conditions ("Terms") set out the entire agreement between you (the "Customer") and MoveRemoval ("we", "us", "our", or the "Company"). They apply to all bookings and services entered into between the Customer and MoveRemoval, whether made by telephone, email, online, WhatsApp, SMS, or in person. By confirming a booking - whether verbally, in writing, by payment of a deposit, or by accepting a quote via any digital messaging platform - you confirm that you have read, understood, and agreed to these Terms in full. Any variation to these Terms must be agreed in writing by an authorised representative of MoveRemoval prior to the commencement of services.

Attention is specifically drawn to the clauses that define and limit our liability for loss or damage to goods and property (Clauses 14-17), the exclusions of liability (Clause 16), the claims procedure and time limits (Clause 18), and the complaints and dispute resolution process (Clause 19). These clauses form an essential part of the basis on which we agree to provide our services.

1 Definitions and Interpretation

In these Terms, unless the context requires otherwise, the following expressions shall have the meanings ascribed to them below:

"Booking" means a confirmed reservation for services made by the Customer and accepted by the Company, whether via telephone, email, WhatsApp, SMS, online form, or any other communication channel.

"Services" means the man and van, removal, transportation, and any related services provided by MoveRemoval to the Customer.

"Goods" means any items, belongings, furniture, or property transported or handled by the Company on behalf of the Customer during the course of providing the Services.

"Restricted Items" means the categories of items listed in Clause 5 which are excluded from transport without prior written agreement.

"Working Day" means any day other than a Saturday, Sunday, or public holiday in England and Wales.

"Force Majeure Event" means any event or circumstance beyond the reasonable control of the parties, including but not limited to those described in Clause 21. References to "writing" or "written" include email, WhatsApp messages, SMS text messages, and any other form of recorded electronic communication. A reference to a statute or statutory provision includes any subordinate legislation made from time to time under that statute or provision and any modification, amendment, or re-enactment of that statute, subordinate legislation, or provision. Words in the singular include the plural and vice versa. Headings are for convenience only and shall not affect the interpretation of these Terms.

2 Booking and Acceptance of Terms

2.1 How a Booking is Made

A booking may be made by the Customer through any of the following channels: telephone, email, the Company's website, WhatsApp, SMS, or in person. The Customer is responsible for providing accurate and complete information at the time of booking, including but not limited to: the full collection and delivery addresses, the floor level at each property, a description and approximate quantity of items to be moved, any access restrictions, parking conditions, and the preferred date and time for the service.

2.2 Confirmation and Acceptance

A booking is considered confirmed only after written confirmation has been issued by the Company to the Customer. Written confirmation may be sent via email, WhatsApp, SMS, or any other recorded electronic communication medium. By responding to such confirmation - whether by replying with acceptance, making a payment, or otherwise indicating agreement - the Customer acknowledges that they have read, understood, and accepted these Terms in their entirety. The Customer's acceptance of a booking confirmation constitutes a legally binding agreement between the Customer and the Company subject to these Terms.

2.3 WhatsApp and Digital Communications

Where the Customer communicates with the Company via WhatsApp, SMS, or any other digital messaging platform, the Customer acknowledges and agrees that: (a) messages sent and received through such platforms form part of the contractual record between the parties; (b) the Company may send booking confirmations, quotations, and service-related information through these channels; (c) it is the Customer's responsibility to ensure that the contact details provided are accurate and that messages are received and read in a timely manner; and (d) the Customer shall not rely on any informal or verbal representations made through these channels that are not subsequently confirmed in writing by an authorised representative of the Company.

2.4 Entire Agreement

These Terms, together with the booking confirmation and any written quotation accepted by the Customer, constitute the entire agreement between the parties in relation to the Services. The Customer acknowledges that they have not relied on any statement, representation, or assurance not set out in these Terms or the booking confirmation, and shall have no remedy in respect of any such statement. Nothing in this clause shall exclude or limit the Company's liability for fraudulent misrepresentation.

3 Quotations

3.1 Validity

All quotations are valid for 30 days from the date of issue. After this period, a revised quotation may be required. Quotations are not offers and may be withdrawn by the Company at any time before acceptance by the Customer.

3.2 Basis of Quotation

Quotations are based exclusively on the information supplied by the Customer at the time of enquiry, including the volume and nature of items, access conditions at both addresses, the floor levels involved, the presence or absence of lifts, and the services requested. The Company reserves the right to revise a quotation where the information provided is inaccurate, incomplete, or materially different from actual circumstances encountered on the day of the move.

3.3 Additional Charges

Additional charges may apply where any of the following circumstances arise, and such charges shall be reasonable, proportionate, and communicated to the Customer before being applied:

• (a) Work is required outside the agreed hours of service.

• (b) Access conditions at either address differ materially from those described at the time of quotation, including but not limited to the number of flights of stairs, absence of a lift where one was indicated, or narrow access points preventing standard passage of goods.

• (c) Additional items or services are presented that were not included in the original scope of the quotation.

• (d) Delays arise from circumstances outside the Company's reasonable control.

• (e) Parking or access arrangements have not been made as required by the Customer.

• (f) Congestion charges, Ultra Low Emission Zone (ULEZ) charges, toll roads, ferry charges, or similar fees are incurred that were not accounted for in the original quotation.

• (g) The volume or weight of goods exceeds that declared at the time of booking.

• (h) The distance between the collection and delivery addresses differs materially from the distance stated at the time of quotation.

4 Services Not Included

Unless expressly agreed in writing before the move, the following are excluded from the Company's standard service and any request for such services must be notified to MoveRemoval before the booking is confirmed so that arrangements and, where applicable, additional charges can be discussed:

• (a) Disconnection or reconnection of any appliances, including but not limited to washing machines, dishwashers, tumble dryers, gas appliances, electric cookers, or any item requiring plumbing, electrical, or gas work.

• (b) Removal of fixtures, fittings, flooring, built-in wardrobes, kitchen units, or any items affixed to the property structure.

• (c) Access to areas deemed unsafe, including loft spaces without proper fixed flooring, safe ladder access, and adequate lighting.

• (d) Handling of specialist or complex equipment requiring specific technical knowledge, certification, or licensing.

• (e) Dismantling or reassembly of furniture, flat-pack items, or any goods requiring tools or specialist assembly knowledge, unless explicitly agreed in advance.

• (f) Disposal or removal of waste, rubble, construction materials, garden waste, or any items the Customer wishes to discard, unless a separate waste clearance service has been agreed in writing.

5 Restricted and Prohibited Items

5.1 Prohibited Items

The following items must not be included in any move under any circumstances, and the Company reserves the right to refuse to transport them immediately upon discovery:

• (a) Hazardous, flammable, toxic, corrosive, explosive, or radioactive materials of any kind, including but not limited to gas bottles, aerosols, paints, solvents, chemicals, fuel, fireworks, ammunition, and firearms.

• (b) Illegal substances, prohibited goods, counterfeit items, or any goods whose possession, sale, or transport constitutes a criminal offence.

• (c) Perishable goods, including food, fresh or frozen produce, and temperature-sensitive materials.

• (d) Animals, pets, birds, reptiles, fish, or any living creatures.

• (e) Plants, seeds, or goods likely to encourage vermin, pests, or cause infestation or contamination.

• (f) Goods requiring special licences, permits, or authorisations for transport (including weapons and ammunition).

5.2 Restricted Items Requiring Prior Written Agreement

The following items shall not be transported unless prior written agreement has been obtained from the Company before the booking is confirmed. Where such items are accepted, the Customer must declare their presence and, where applicable, their estimated value at the time of booking:

• (a) Cash, coins, banknotes, bearer bonds, or negotiable instruments of any kind.

• (b) Jewellery, watches, precious stones, metals, or collections of any similar kind.

• (c) Important documents, deeds, passports, certificates, title documents, securities, stamps, or manuscripts.

• (d) Electronic data records, mobile phones, laptops, tablets, or portable electronic devices unless specifically declared and agreed.

• (e) Antiques, fine art, oil paintings, sculptures, or items of exceptional rarity or fragility, unless professionally packed by the Company's team and specifically declared in writing with an agreed value.

5.3 Consequences of Undeclared Restricted Items

MoveRemoval accepts no liability whatsoever for any restricted or prohibited items presented without prior written agreement. Where such items are identified on the day of the move, the Company reserves the right to exclude them from the move immediately and without any reduction in the agreed charge. The Customer shall be solely responsible for arranging alternative transport for any such excluded items. If the Customer fails to declare prohibited items and the Company incurs any loss, liability, penalty, or damage as a result, the Customer shall indemnify the Company in full against all such consequences.

6 Customer Responsibilities

6.1 Pre-Move Obligations

The Customer accepts primary responsibility for the preparation and organisation of the move. In particular, the Customer agrees to the following obligations prior to and on the day of the move:

• (a) To be present at both the collection and delivery addresses throughout the move, or to provide a responsible, fully authorised adult representative who is empowered to make decisions on the Customer's behalf and who has been made aware of these Terms.

• (b) To ensure all items to be moved are clearly identified, labelled where appropriate, and accessible to the Company's team prior to arrival at the collection address.

• (c) To properly prepare all appliances in advance, including draining and drying washing machines, defrosting and emptying fridge-freezers, securing or removing internal shelving and glass panels from furniture, and disconnecting any electrical or gas appliances.

• (d) To notify the Company in writing, before the booking is confirmed, of any items that are particularly heavy, fragile, antique, of high monetary or sentimental value, or that present a specific handling challenge.

• (e) To provide safe, clear, and unobstructed access at both properties throughout the duration of the move, including through hallways, stairwells, lifts, communal areas, and external paths.

• (f) To ensure that no goods are left within furniture, drawers, appliances, or any container that has not been both packed and sealed by the Customer or the Company.

• (g) To take all reasonable steps to ensure that nothing that should be removed is left behind at the collection address and that nothing is taken away by mistake.

• (h) To ensure the delivery address provided is correct and complete, including any relevant flat number, building name, or postcode.

• (i) To ensure that any items belonging to third parties are only included in the move with the third party's prior written consent, and that the Customer accepts full responsibility for such items.

6.2 Parking and Access

Parking and access arrangements at both addresses are the Customer's sole responsibility. Any permits, parking suspensions, or permissions required must be obtained and confirmed before the move commences. The Customer must ensure that legal and suitable parking is available for the Company's vehicle at both the collection and delivery addresses for the full duration of the move, including loading and unloading. Any parking fines, penalty charge notices, congestion charges, ULEZ charges, or tow-away fees incurred by the Company as a result of the Customer's failure to arrange suitable and legal parking shall be passed on to the Customer in full. Where no legal parking is available and the Customer has not made prior arrangements, the Company's team may be unable to proceed, and waiting time charges or, in exceptional circumstances, the right to treat the move as failed may arise as described in Clauses 8 and 12.

6.3 Completion of Move

MoveRemoval accepts no responsibility for items left behind at the collection address once our team has departed and the Customer or their representative has confirmed the move is complete. Equally, the Company accepts no responsibility for items placed in an incorrect room or location at the delivery address once the Customer or their representative has confirmed the placement and our team has left the premises. Customers are strongly encouraged to actively direct the Company's team during unloading and to check all rooms and items before confirming completion.

6.4 Customer's Duty to Mitigate

In the event that any loss, damage, or delay occurs, the Customer shall take all reasonable steps to mitigate the extent of any loss or damage suffered. Failure to mitigate loss may result in a proportional reduction of any compensation payable.

7 Access, Parking, and Congestion Charges

7.1 Access Requirements

Internal access routes at both properties - including hallways, stairwells, lifts, external paths, gates, and any communal areas - must be clear, unobstructed, and safe throughout the move. The Customer must inform the Company at the time of booking of any height, weight, width, or length restrictions for vehicles at either address, including low bridges, narrow roads, weight-restricted streets, or vehicle height barriers.

7.2 Inadequate Access or Parking

Where adequate parking or access is not available upon the Company's arrival, the following shall apply:

• (a) Waiting time charges will apply from the point at which the Company's team is ready to work but is unable to proceed due to inadequate access or parking.

• (b) The overall duration of the move may be extended, and such extended time shall be chargeable at the Company's standard hourly rate.

• (c) In exceptional circumstances where access or parking cannot be resolved within a reasonable period, the Company reserves the right to suspend or decline to commence the move. In such cases, the Customer shall remain liable for the full booked charge or a minimum call-out fee as described in Clause 12.

7.3 Congestion, ULEZ, Toll, and Ferry Charges

Any congestion charges, Ultra Low Emission Zone (ULEZ) charges, Clean Air Zone charges, toll road fees, bridge tolls, ferry charges, or similar levies incurred in the course of providing the Services shall be payable by the Customer unless specifically included in the written quotation. The Company will inform the Customer of any applicable charges at the earliest opportunity.

8 Waiting Time, Key Delays, and Customer No-Shows

8.1 Waiting Time

MoveRemoval schedules each job based on the details provided at the time of quotation. Where delays arise from circumstances outside the Company's control - including but not limited to key delays, the Customer not being ready to proceed at the agreed time, the Customer or their representative not being present at the collection or delivery address, or access issues at either address - waiting time charges will apply. A grace period of up to 15 minutes will be observed before waiting time charges commence. Waiting time exceeding 15 minutes will be charged at the Company's standard hourly rate, calculated proportionally to the time lost. The Customer will be informed when waiting time commences and advised of the applicable rate.

8.2 Completion Day Delays

On completion days - those on which the Customer is purchasing a property and requires access to be granted on the basis of legal completion - delays caused by solicitors, estate agents, mortgage lenders, property chains, or any other third party involved in the conveyancing process are entirely outside the Company's control. All time spent waiting on a completion day, from the point at which the agreed start time has passed, is chargeable in full. Customers moving on completion days are advised to share realistic expected completion timescales with the Company at the point of booking and to maintain regular communication with the Company's team throughout the day.

8.3 Customer No-Show

If the Customer or their authorised representative fails to attend at the collection address at the agreed time and fails to make contact with the Company within 30 minutes of the agreed start time, the Company may treat the booking as a no-show. In such circumstances, the Customer shall be liable for the full booked charge or a minimum call-out fee, whichever is greater, as the Company will have allocated staff, vehicles, and time that cannot be reallocated at short notice. The Company shall make reasonable attempts to contact the Customer before treating a booking as a no-show.

9 Arrival Times

All arrival times provided by the Company are estimates only and do not constitute a contractual guarantee. Due to the variable nature of removal work - including the duration of earlier jobs, traffic conditions, weather, road closures, and operational scheduling - arrival may occur within a reasonable window of the estimated time. The Company will make reasonable efforts to keep the Customer informed of any significant delay. Arrival within a reasonable window does not constitute a breach of contract and does not give rise to grounds for compensation, a reduction in charge, or a formal complaint. The Company shall not be held liable for any consequential losses, including but not limited to lost wages, missed appointments, travel costs, or accommodation expenses, arising from delays in arrival.

10 Extra Items and Undisclosed Goods

10.1 Additional Items on the Day

Where additional items are presented on the day of the move that were not included in the original quotation, the Company reserves the right to decline those items if accepting them would affect the safety of the Company's staff or third parties, the scheduling of subsequent bookings, or the vehicle capacity of the move. Where additional items are accommodated, a supplementary charge will apply and will be communicated to the Customer before loading proceeds. Customers are strongly encouraged to disclose all items at the time of quotation to avoid delays, additional charges, or the inability to move certain items on the day.

10.2 Items Concealed Within Furniture or Containers

The Customer is responsible for ensuring that all drawers, cupboards, wardrobes, appliances, and containers are emptied or that their contents are declared to the Company before the move. The Company shall not be liable for damage to, or loss of, any items left concealed within furniture or appliances during transit. Where concealed items cause damage to other goods during the move, the Customer shall be liable for such damage.

11 Heavy, Unsafe, and Oversized Items

11.1 Right of Refusal

MoveRemoval reserves the right to refuse to move any item that: (a) poses a health and safety risk to staff or third parties; (b) cannot safely pass through the available access points at either address without risk of damage to the item, the property, or persons; (c) exceeds safe manual handling limits without the use of specialist equipment not available on the day; or (d) requires dismantling that has not been arranged or agreed in advance.

11.2 Additional Equipment or Staff

Where additional equipment, personnel, or specialist handling arrangements are required to move an item safely, this will be arranged at an additional cost. The Company will advise the Customer of any such requirement as early as possible. Where heavy or oversized items were not disclosed at the time of booking, the Company accepts no responsibility for any resulting delays, additional costs, or inability to move those items.

11.3 Customer's Instructions Against Advice

Where the Customer instructs the Company to move an item in a particular manner against the explicit advice or guidance of the Company's team, and where following that instruction could or does result in damage to the item or to property, the Company shall not accept any liability for such damage. The Customer's instruction in such circumstances shall constitute an assumption of risk by the Customer.

12 Failed, Aborted, or Refused Moves

Where MoveRemoval attends the agreed address but is unable to carry out the move in whole or in part due to any of the following circumstances, a charge shall apply as described below:

• (a) No access is available at the collection or delivery address, or the Customer or their representative is not present and cannot be contacted.

• (b) Incorrect, incomplete, or misleading information was provided at the time of booking regarding the volume, weight, nature, or location of goods.

• (c) Conditions at either address are deemed unsafe for the Company's team or the items being moved.

• (d) The Customer fails to make payment as required under Clause 13.

• (e) Prohibited items are discovered that the Customer has failed to declare. In any of the above circumstances, a minimum charge equivalent to the full cost of the booked service shall apply, as the Company will have committed staff, vehicle allocation, and preparation time that cannot be recovered. The Company will make reasonable efforts to resolve issues on the day before treating a move as failed or aborted. The Customer shall be informed of the issue and given a reasonable opportunity to rectify it before any such charge is applied.

13 Payment Terms and Lien Rights

13.1 Payment Due

Payment is required in the manner and at the time agreed at the point of booking. All payment terms will be confirmed in writing prior to the commencement of the move. Where no specific arrangement has been made, payment in full is due before unloading commences at the delivery address.

13.2 Payment Before Unloading

Full and cleared payment must be received by MoveRemoval before unloading commences at the delivery address. This is a firm condition of service. Where payment has not been received and no prior written arrangement is in place, unloading will not begin until the outstanding balance has been cleared. The Customer acknowledges that this condition is necessary to protect the Company's legitimate business interests.

13.3 Lien Over Goods

MoveRemoval reserves the right to exercise a lien over the Customer's goods (the right to retain possession of the goods) until all outstanding charges have been paid in full. Where the Customer refuses or fails to make payment as required, the Company's team will not unload items from the vehicle, and the goods may be transported to and held in secure storage at the Customer's expense. Storage charges shall be at the Customer's sole cost and are not subject to any discount, negotiation, or set-off against the outstanding balance. The Company shall notify the Customer in writing of the storage location and the charges applicable.

13.4 Disposal of Unclaimed Goods

If the Customer fails to collect their goods from storage and fails to pay all outstanding charges within 28 days of the goods being placed in storage, the Company shall be entitled to dispose of the goods in such manner as the Company considers reasonable. The Company shall use reasonable efforts to notify the Customer of its intention to dispose of the goods before doing so. Disposal of goods under this clause shall not affect the Customer's liability for any outstanding charges, storage costs, transport costs, and any deficit remaining after the proceeds of disposal (if any) have been applied.

13.5 Payment Methods and Processing Fees

A processing fee may apply where the Customer pays by credit or debit card, reflecting the transaction cost incurred by the Company. The fee will be communicated at the point of payment. Cash and bank transfer payments do not attract a processing fee. All prices quoted are inclusive of VAT where applicable. The Company reserves the right to specify the accepted payment methods.

13.6 Late Payment

Where invoices are issued and payment is not received by the due date, the Company may apply late payment interest in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, at the rate of 8% above the Bank of England base rate, accruing daily from the due date until the date of actual payment. The Company reserves the right to recover any reasonable debt recovery costs incurred in pursuing outstanding payments.

14 Damage to Property

14.1 Standard of Care

MoveRemoval will take all reasonable care to protect the fabric and fixtures of both the collection and delivery properties during the course of the move. The Company's team is trained to work carefully within residential and commercial settings, using protective blankets, corner guards, and appropriate handling techniques throughout.

14.2 Liability for Property Damage

Where damage to property - including walls, floors, ceilings, door frames, banisters, skirting boards, or fittings - is proven to have been caused directly and solely by the Company's negligence, liability shall be limited to the reasonable cost of repairing the specifically affected area to a condition equivalent to its pre- move state. The Company does not accept liability for full room redecoration, matching of materials where an exact match is not commercially available, or for pre-existing damage that was present before the move commenced and not disclosed or recorded at the outset.

14.3 Maximum Liability for Property Damage

The Company's maximum aggregate liability for damage to property at any one premises shall not exceed £75.00 per claim. This limit reflects the industry-standard practice for incidental property damage during removal operations and is a proportionate cap having regard to the nature and pricing of the Services provided. This cap applies regardless of the number of individual damage points at a single premises and is subject to the exclusions set out in Clause 16.

14.4 Pre-Existing Conditions

The Customer is encouraged to draw the Company's attention to any pre-existing damage, marks, cracks, or wear at both properties before the move commences. Where the Customer fails to do so, the Company shall not be liable for any damage that is subsequently alleged but cannot be distinguished from pre-existing conditions. The Company's team may, at their discretion, take photographs or make notes of property conditions at the start and end of the move for evidentiary purposes.

14.5 Customer's Instructions Against Advice

The Company accepts no liability for damage to property that results directly from the Customer's own instructions, particularly where those instructions were given against the explicit advice or guidance of the Company's team. Any damage to property at either address must be reported to a member of the Company's team before they leave the premises. Damage reported after the Company's team has departed may not be accepted as a valid claim, as the Company is unable to verify circumstances once the move has been formally concluded.

15 Damage to Goods

15.1 Standard of Care and Incidental Marks

MoveRemoval takes every care to handle the Customer's belongings with professionalism and skill. However, during the course of a move, minor cosmetic marks, light surface scuffs, or incidental surface wear may occur as a natural consequence of transit and handling - particularly where items must be navigated through tight spaces, loaded alongside other goods, or transported in a shared vehicle. Such incidental minor

marks are an acknowledged aspect of professional removal services and do not constitute valid grounds for a damage claim. The Customer accepts this inherent risk as part of the service.

15.2 Liability for Damage to Goods

Where a valid claim for damage to goods is made in accordance with Clauses 18 and 19, compensation shall be assessed in a fair, reasonable, and proportionate manner. The assessment shall take into account the condition, age, depreciation, and current market value of the affected item at the time of the move, and shall not automatically equate to full replacement at today's retail price. Full replacement value shall only be offered where this is strictly necessary and proportionate to the nature and cause of the damage, and where the item was professionally packed by the Company's team.

15.3 Per-Item Liability Cap

The Company's maximum liability for any single item shall not exceed £50.00 unless: (a) the item was declared in writing before the move with an agreed value; and (b) the item was professionally packed by the Company's team using appropriate specialist materials. Where no declaration of value has been made and no professional packing was arranged, the per-item cap of £50.00 shall apply. This cap reflects the industry- standard approach for man and van services and is proportionate to the pricing structure of the Services.

15.4 Aggregate Liability Cap

The Company's maximum aggregate liability for loss or damage to goods in any single move shall not exceed £10,000.00 unless enhanced insurance cover has been specifically arranged and confirmed in writing. The Customer is strongly advised to arrange independent insurance cover if the total value of goods being moved exceeds this amount.

15.5 Depreciation

All compensation assessments shall take into account the age, condition, and depreciation of the affected item. The Company shall not be liable for the full original purchase price or current retail replacement cost of any item unless enhanced cover has been specifically arranged. Depreciation shall be applied fairly and proportionately, having regard to the item's expected useful life and condition at the time of the move.

16 Specific Liability Exclusions

Without prejudice to the general exclusions set out elsewhere in these Terms, MoveRemoval shall not be liable for loss or damage to goods in any of the following circumstances:

• (a) Items packed by the Customer or by a third party not engaged by the Company. The Company cannot be held responsible for damage resulting from inadequate packing, insufficient cushioning, inappropriate box types, overloading of containers, or the placement of incompatible items within the same container. The maximum liability for damage to items in customer-packed containers shall not exceed £50.00 per container.

• (b) Fragile items - including but not limited to glassware, crockery, ornaments, picture frames, mirrors, artwork, and ceramic items - that were not professionally packed by the Company's team using appropriate specialist materials.

• (c) Electrical or mechanical derangement to any appliance, instrument, clock, computer, or other equipment unless there is visible evidence of external physical damage caused by the Company's handling.

• (d) Items with pre-existing defects, inherent vice, or that are inherently fragile or unstable.

• (e) Normal wear and tear, natural or gradual deterioration, leakage, evaporation, or atmospheric damage, including but not limited to damp, mildew, rust, mould, or oxidation.

• (f) Loss or damage caused by pests, moths, insects, vermin, or similar infestation.

• (g) Goods left within furniture, drawers, wardrobes, appliances, or any container not both packed and sealed by the Company.

• (h) Loss or damage resulting from the inherent nature of the goods, including items that are prone to scratching, marking, or surface damage during normal handling.

• (i) Indirect, consequential, special, or economic loss of any kind or description, including but not limited to loss of profits, loss of business, loss of use, inconvenience, distress, or any financial loss other than direct physical loss or damage to the goods themselves.

• (j) Loss or damage caused by fire, explosion, flood, storm, or any natural disaster, unless caused by the Company's negligence.

• (k) Loss or damage caused by or resulting from war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, terrorism, rebellion, insurrection, or military coup.

• (l) Loss or damage resulting from radiation or radioactive contamination, or from chemical, biological, biochemical, or electromagnetic weapons or cyber-attack.

• (m) Vehicle scratching or marring unless a preliminary condition report has been completed and agreed with the Customer at the time of collection.

• (n) Loss or damage to any vehicle while it is being driven or is to be driven under its own power, other than for the purpose of loading or unloading. Loss or damage to vehicle accessories and moving parts is excluded unless lost with the vehicle.

17 Insurance

17.1 Standard Liability Cover

MoveRemoval's standard liability cover is included in every booking. The Customer acknowledges that this standard cover is limited in scope and may not reflect the full replacement value of all items being transported. The standard cover is subject to the per-item cap, aggregate cap, and exclusions described in these Terms. The standard cover includes a per-claim excess of £250.00, meaning that the first £250.00 of any claim shall be borne by the Customer.

17.2 Enhanced Insurance

Additional or enhanced insurance options may be available on request. Customers wishing to arrange enhanced cover must raise this at the time of booking and before the move commences. Enhanced insurance, where arranged, shall be subject to the terms and conditions of the relevant insurance provider, and the Company acts only as an introducer in such cases. The Company recommends that the Customer reviews the terms of any enhanced policy carefully before purchase.

17.3 Customer's Own Insurance

It is the Customer's sole responsibility to ensure that adequate insurance is in place for all goods being transported. The Company recommends that the Customer reviews their home contents insurance policy to confirm whether goods in transit are covered during a house move, and arranges additional cover if they are not. The Company shall not be liable for any shortfall in insurance cover resulting from the Customer's failure to arrange adequate insurance.

17.4 Inventory List

Where the Customer wishes to rely on the Company's standard liability cover for goods exceeding £50.00 in individual value, the Customer must provide a written inventory list declaring the nature and value of all such items before the move commences. Failure to provide an inventory list may result in the standard per-item cap of £50.00 applying to all items.

18 Claims Procedure and Evidence Requirements

18.1 Immediate Reporting

Any damage to property or goods must be reported to the Company's team before they leave the premises at the conclusion of the move. The Customer is encouraged to point out any concerns during the move so that they can be noted and addressed at the earliest opportunity. Damage identified and reported at this stage will be recorded by the Company's team, and the claims process will be initiated.

18.2 Missing Items

Missing items must be reported to the Company in writing within 24 hours of the move's completion. The written report must include a description of each missing item and, where possible, its approximate value.

18.3 Damage Claims

Written notice of any claim for damage to goods must be received by the Company within 7 days of the date of the move. The notice must include: (a) a clear description of the item(s) affected; (b) the nature and extent of the damage; (c) photographs clearly showing the damage; and (d) where available, original purchase receipts or other evidence of the item's value and age. Claims received outside this 7-day period may not be accepted, as the Company is unable to verify conditions or the cause of damage once a reasonable period has elapsed.

18.4 Absolute Time Bar

No claim of any kind shall be entertained by the Company unless proceedings are commenced within 6 months of the date of the move. This absolute time bar applies regardless of when the damage or loss was or should have been discovered. After this period, all liability of the Company in respect of the move shall cease entirely.

18.5 Evidence Requirements

The Company reserves the right to request evidence in support of any claim before progressing it. This may include but is not limited to: photographs of the damage, original purchase receipts or invoices, proof of the item's age and condition prior to the move, independent repair or replacement estimates, and access to the damaged item for inspection. The Company shall review all claims in good faith and shall respond in writing to the Customer within 14 working days of receiving a complete claim with all required supporting evidence.

18.6 No Admission of Liability

The recording of a complaint or the commencement of a claims investigation does not constitute an admission of liability by the Company. The Company reserves the right to investigate all claims thoroughly before accepting or rejecting them, and the Customer agrees to cooperate fully with any such investigation.

19 Complaints and Dispute Resolution

19.1 Internal Complaints Procedure

The Company is committed to providing a high standard of service and takes all complaints seriously. If the Customer is dissatisfied with any aspect of the service provided, the Customer should in the first instance contact the Company's customer service team in writing (via email or WhatsApp) within 14 days of the move. The complaint should include: the date of the move, the booking reference (if known), a clear description of the issue, and any supporting evidence such as photographs or correspondence. The Company shall acknowledge receipt of the complaint within 2 working days and shall provide a substantive written response within 14 working days of receiving all necessary information from the Customer.

19.2 Escalation

If the Customer is not satisfied with the Company's response to their complaint, the Customer may request that the complaint be reviewed by a senior member of the Company's management team. The Company shall assign a senior representative to review the complaint and provide a final written response within 10 working days of the escalation request. The decision of the senior representative shall be final, subject to the Customer's statutory right to pursue alternative dispute resolution or legal proceedings.

19.3 Alternative Dispute Resolution

If the complaint cannot be resolved through the Company's internal procedure, the Customer may be referred to an appropriate Alternative Dispute Resolution (ADR) scheme if one is available and applicable to the Services. The Company shall provide the Customer with information about any applicable ADR scheme upon request. Use of any ADR scheme does not affect the Customer's statutory rights.

19.4 Public Reviews and Feedback

The Company welcomes genuine feedback from customers and acknowledges the Customer's right to share their honest experience. However, the Customer agrees that any public review, social media post, or

public statement relating to the Services shall be: (a) fair, accurate, and based on the Customer's genuine experience; (b) not defamatory, malicious, or misleading; (c) not in breach of these Terms or any settlement or agreement reached between the parties. Where a customer publishes a review that is false, defamatory, or misleading, the Company reserves the right to take appropriate action to protect its reputation and business interests, including but not limited to requesting the removal of such content and, where necessary, pursuing legal remedies. Customers are encouraged to contact the Company's complaints team before posting negative reviews, so that any issues can be investigated and, where appropriate, resolved.

19.5 Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of England and Wales. The parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales. Nothing in these Terms limits the Customer's right to bring proceedings in any other jurisdiction where the Customer is domiciled, in accordance with applicable UK and EU law.

20 Cancellation, Postponement, and Rescheduling

20.1 Cancellation by the Customer

Cancellations made more than 72 hours before the confirmed start time will not incur a cancellation charge, excluding any deposit already paid. Notification of cancellation must be made directly to the Company by telephone and confirmed in writing (email, WhatsApp, or SMS) so that a clear record is maintained by both parties. Cancellations within 72 hours may be subject to a cancellation fee reflecting the costs already committed by the Company, including staff hours allocated, logistical preparation, packing materials purchased or reserved, and any booking slot that cannot reasonably be reallocated. The cancellation fee shall not exceed the total value of the booking and shall be proportionate to the costs incurred.

20.2 Deposits

All deposits are strictly non-refundable regardless of the notice given. The deposit represents consideration paid to the Company to secure the booking slot and remove it from availability. An exception may be made at the sole discretion of the Company where a cancellation arises from a documented genuine emergency (such as a medical emergency or bereavement), provided that the Customer notifies the Company as soon as reasonably practicable and provides appropriate evidence.

20.3 Rescheduling

Where the Customer wishes to reschedule rather than cancel, the Company will make all reasonable efforts to accommodate a new preferred date, subject to availability. Rescheduling requests made more than 72 hours before the original date will not incur a charge. Requests made within 72 hours may be treated as a cancellation with rebooking, and the cancellation terms above may apply. Rescheduling is always subject to availability and cannot be guaranteed. The Company reserves the right to cancel or change dates and times where operational circumstances require it, and will provide the Customer with as much notice as reasonably practicable in such circumstances.

20.4 Cancellation by the Company

The Company reserves the right to cancel a booking where: (a) the Customer has breached these Terms; (b) the Customer has provided false or misleading information; (c) weather conditions or other safety concerns make it unsafe to proceed; or (d) operational circumstances beyond the Company's reasonable control prevent the provision of the Services. In such cases, the Company shall refund any deposit or payment made by the Customer, but shall not be liable for any consequential losses arising from the cancellation.

21 Delays in Transit and Force Majeure

21.1 Delays in Transit

The Company does not accept liability for delays arising from circumstances beyond its reasonable control, including but not limited to adverse weather, road closures, traffic incidents, vehicle breakdown, accidents, or any other cause outside the Company's direct control. Where such delays result in the need for temporary storage or re-delivery, associated costs shall be borne by the Customer. The Company will communicate promptly with the Customer and work to arrange the most practical resolution available.

21.2 Force Majeure

Neither party shall be held liable for any delay or failure in the performance of its obligations under these Terms where such delay or failure is caused directly by a Force Majeure Event. For the purposes of these Terms, a Force Majeure Event means any event or circumstance beyond the reasonable control of the affected party, including but not limited to:

• (a) Acts of God, including earthquakes, floods, storms, hurricanes, wildfires, or other natural disasters.

• (b) War, armed conflict, invasion, terrorism, civil unrest, insurrection, or rebellion.

• (c) Government action, including the imposition of sanctions, export or import restrictions, or emergency regulations.

• (d) Pandemic, epidemic, or public health emergency, including government-mandated lockdowns or restrictions on movement.

• (e) Industrial action, strikes, or labour disputes (whether involving the Company's own employees or third parties).

• (f) Failure or disruption of essential utilities, including power, water, or telecommunications.

• (g) Cyber-attack, data breach, or failure of electronic communication systems. If a Force Majeure Event continues for a period exceeding 30 days, either party may terminate the booking by providing written notice to the other party. Upon such termination, the Customer shall be refunded any payments made for services not yet performed, less any costs incurred by the Company in preparation for the move. The affected party shall notify the other party of the Force Majeure Event as soon as reasonably practicable and shall use all reasonable efforts to mitigate its effects.

22 Subcontracting

MoveRemoval reserves the right to engage vetted and insured subcontractors to fulfil all or part of a booked service where operationally necessary. All work carried out by subcontractors shall remain subject to these Terms and Conditions in full, and the Company's obligations to the Customer are unaffected. The Customer shall direct all communications and claims to the Company directly and shall not seek to pursue subcontractors independently. No individual employee or subcontractor of the Company shall be separately liable to the Customer for any loss, damage, mis-delivery, error, or omission in connection with these Terms or the Services.

23 Data Protection and Privacy

23.1 Collection and Use of Personal Data

In the course of providing the Services, MoveRemoval will collect and process the Customer's personal data, including but not limited to: name, contact details (including telephone number, email address, and WhatsApp number), collection and delivery addresses, and payment information. This data is collected for the purposes of: providing and administering the Services; communicating with the Customer about bookings; processing payments; managing insurance and claims; complying with legal obligations; and improving the Company's services.

23.2 Legal Basis

The Company processes personal data on the following legal bases under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018: (a) performance of a contract to which the Customer is a party; (b) compliance with a legal obligation; (c) the Company's legitimate business interests, including fraud prevention, service improvement, and communication about relevant services; and

• (d) where the Customer has given explicit consent.

23.3 Data Sharing

The Company will not share the Customer's personal data with third parties except: (a) where necessary to provide the Services (including subcontractors and insurance providers); (b) where required by law or by a regulatory authority; (c) for the prevention or detection of fraud or crime; or (d) with the Customer's explicit consent. All third-party data processors engaged by the Company are bound by appropriate data processing agreements.

23.4 Data Retention

The Company will retain the Customer's personal data for as long as necessary to fulfil the purposes for which it was collected, including for the duration of any applicable insurance or claims period, and thereafter in accordance with the Company's data retention policy. The Customer may request details of the Company's data retention policy at any time.

23.5 Customer Rights

The Customer has the right to: (a) access their personal data; (b) request correction of inaccurate data;

• (c) request deletion of their data (subject to legal and regulatory obligations); (d) object to or restrict processing; (e) request data portability; and (f) withdraw consent where processing is based on consent. To exercise any of these rights, the Customer should contact the Company in writing. The Company shall respond to all such requests within one month, in accordance with the UK GDPR.

23.6 Photographs and Recordings

The Company's team may, at their discretion and for the purposes of evidence, quality assurance, and claims management, take photographs or make video recordings of goods, property conditions, and the loading and unloading process. By accepting these Terms, the Customer consents to such photography and recording. The Company shall not publish or share any such photographs or recordings without the Customer's consent, except where required for insurance or legal purposes.

24 Staff Welfare and Customer Conduct

MoveRemoval is committed to the health, safety, and welfare of its staff. Verbal abuse, threatening behaviour, intimidation, harassment, or discrimination of any kind directed at the Company's staff will not be tolerated under any circumstances. If the Company's driver or team members are subjected to such behaviour from the Customer, their representatives, or any third party at either property, the Company reserves the right to: (a) suspend the service immediately; (b) require the offending individual to leave the premises; and/or (c) terminate the booking with immediate effect. In any such case, the Customer shall remain liable for the full charge for the booked service, and the Company shall have no liability for any resulting delay, inconvenience, or incomplete service. The Company's decision in such matters shall be at the sole discretion of the team leader or driver on the day.

25 Indemnity

The Customer shall indemnify and hold harmless MoveRemoval, its directors, employees, agents, and subcontractors against all claims, demands, actions, costs, expenses (including legal expenses), losses, and liabilities arising out of or in connection with: (a) any breach of these Terms by the Customer; (b) any negligent act or omission of the Customer or their representatives; (c) any false or misleading information provided by the Customer; (d) the inclusion of any prohibited or restricted items in the move without the Company's prior written consent; (e) any claim by a third party arising from the Customer's failure to disclose that goods belong to or affect the rights of a third party; (f) any damage or injury caused by the Customer's

goods to the Company's staff, equipment, vehicle, or to third parties; and (g) any parking fines, penalty charge notices, or other penalties incurred as a result of the Customer's failure to arrange suitable parking.

26 Waste and Environmental Responsibility

The Customer acknowledges that the Company provides a transportation service and is not a licensed waste carrier for the disposal of the Customer's unwanted items. The Customer is responsible for the lawful disposal of any waste, rubbish, or unwanted items. The Customer shall not leave any waste, packaging materials, or unwanted items at either the collection or delivery address for the Company to dispose of, unless a separate waste clearance arrangement has been agreed in writing. If the Customer requests the Company to dispose of items on their behalf, the Customer warrants that they have the legal right to dispose of those items and that the items do not constitute hazardous waste as defined by the Environmental Protection Act 1990 and related regulations.

27 General Provisions

27.1 Severability

If any provision of these Terms is held by any court or competent authority to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect. If any provision is deemed invalid or unenforceable but would become valid or enforceable if part of it were deleted, that part shall be deleted to the minimum extent necessary, and the remainder of the provision shall continue in effect.

27.2 Waiver

No failure or delay by the Company in exercising any right, power, or remedy under these Terms shall operate as a waiver of that right, power, or remedy. No single or partial exercise of any right, power, or remedy shall preclude any other or further exercise of it. A waiver by the Company of any breach of these Terms by the Customer shall not be deemed a waiver of any subsequent breach.

27.3 Third-Party Rights

These Terms do not confer any rights on any person or entity other than the Customer and the Company, and do not give any person or entity any right to enforce any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999, except where expressly stated.

27.4 Notices

Any notice required or permitted under these Terms shall be in writing and shall be sent by email to the email address provided by the Customer, by WhatsApp to the number provided, or by post to the Customer's last known address. Notices shall be deemed received: (a) if sent by email, at the time of transmission (provided no delivery failure notification is received); (b) if sent by WhatsApp, when the message shows as delivered; and (c) if sent by post, on the second working day after posting.

27.5 Amendment of Terms

The Company reserves the right to amend these Terms from time to time. The most current version of these Terms will always be available on the Company's website and will be sent to the Customer upon request via WhatsApp or email. The version of these Terms applicable to any booking shall be the version in effect at the time the booking was confirmed. The Customer is encouraged to review the current Terms before each booking.

27.6 Assignment

The Customer shall not assign, transfer, or sub-contract any of their rights or obligations under these Terms without the prior written consent of the Company. The Company may assign its rights and obligations under these Terms to any third party, provided that the assignee agrees to be bound by these Terms.

28 Consumer Rights

These Terms and Conditions do not affect the Customer's statutory rights as a consumer under applicable UK law, including but not limited to the Consumer Rights Act 2015, the Consumer Protection from Unfair Trading Regulations 2008, and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these Terms limits the Company's liability for: (a) death or personal injury caused by the Company's negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited by applicable law. Where these Terms conflict with applicable mandatory consumer protection legislation, the mandatory legislation shall prevail to the extent of the conflict.

End of Terms and Conditions

MoveRemoval - Registered in England and Wales Company Registration Number: [Please insert] | VAT Registration Number: [Please insert] Registered Address: [Please insert] Contact: [Please insert] | Email: [Please insert] Date of Issue: 7 May 2026 | Version 2.0