FREQUENTLY ASKED QUESTIONS
We have an extensive list below, however we understand not every project is the same and that you may be concerned about an area of which we have not covered. If you believe we can clear anything up for you, please contact us today.
WATCH 50+ VIDEO TESTIMONIALS
Our Removal Services
QUOTE
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How Do I Get a Quote?
Please complete the Self Survey (www.wemoveandclean.co.uk/self-survey/) and we will get back to you within 72 hours (or earliest if your moving at a short notice).
When Will I Get My Removals Quote?
We will get back to you within 72 hours (or earliest if your moving at a short notice).
Please complete the Self Survey (www.wemoveandclean.co.uk/self-survey/).
How Do I Accept My Quote?
Please view the email “Removals Quote” and follow instructions on the screen.
What To Do If I Already Have The Quote But Need To Make Some Changes?
Please contact Lucas at “lucas@wemoveandclean.co.uk”.
How Long Is The Quote Valid For?
1 month.
Does The Quote Cover Moving Only The Furniture I Listed Out Or Everything?
We will move everything.
Furniture, boxes, bags etc.
SURVEY
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Do You Carry Out Home Surveys?
No, we do not carry out Home Survyes anymore.
All our quotes are based on Self Surveys (www.wemoveandclean.co.uk/self-survey/) which can be completed at the time that suits you.
Do You Carry Out Video Surveys?
No, we do not carry out Video Survyes anymore.
All our quotes are based on Self Surveys (www.wemoveandclean.co.uk/self-survey/) which can be completed at the time that suits you.
FURNITURE PROTECTION
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Will You Protect My Belongings (like TV, Large Mirrors etc) During The Move?
Yes, we will.
We guarantee safe delivery of your belongings and have protective covers for most of your items:
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Large Screen TVs & Mirrors / Pictures
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Table & Chairs
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Undercover Fridge, Washing Machine, Dishwasher, Tumble Dryer, Microwave, Tall Fridge Freezer
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Beds & Mattresses
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Sofas & Armchairs
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Upright Piano
Do I Pay Extra For Furtniure Protection?
Not, it is a part of our service.
CLEANING SERVICES
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How Do I Get a Quote For Cleaning?
Please visit our website to get instant quote (www.wemoveandclean.co.uk/end-of-tenancy-cleaning-service/).
How Do I Get a Quote For Carpet Cleaning?
Please visit our website to get instant quote
Can You Clean My Property On The Moving Day?
No, we cannot.
We need to clean your property on a separate day to achieve the highest level of cleanliness.
STORAGE SERVICES
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Do You Provide Storage Services?
Yes, we do.
What Is The Minimum Storage Period?
It is 1 week.
Do You Offer Flexible Terms?
Yes, we do.
We offer no fixed term storage so you can use our Storage Services for just a week or a couple of months.
Do You Provide Storage Services To All Customers?
We provide Storage Services only to the Customers who use our Removal Services.
BOOKING, CANCELLATION & POSTPONEMENT PROCEDURE
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How Do I Accept My Quote?
Please view the email “Removals Quote” and follow instructions on the screen.
Do You Accept Tentative / Provisional Bookings?
No, we do not.
We can only accept bookings once the moving date has been confirmed (the Contracts have been exchanged or the Tenancy Agreement has been signed).
Please remember to fill in the Self Survey form (www.wemoveandclean.co.uk/self-survey/) so we can confirm your quote.
How Do I Book?
Please see the email “Removals Quote” and follow instructions on the screen.
Do I Need To Pay a Deposit To Book?
Yes, we collect 50% deposit in advance to guarantee our availability on the day.
The remaining balance is payable on the day right after the work has been completed (Debit or Credit Card). Please wait for the email entitled “Outstanding Payment”.
How Do I Pay The Outstanding Balance?
We collect the Outstanding Payment right after the work has been completed by automatically charging the Debit or Credit Card which was used to transfer the deposit upon accepting the quote. In case we are unable to charge the Debit or Credit Card, we will call or email the Customer requiring immediate payment (all our Invoices are due on receipt)
What is Your Cancellation & Postponement Procedure?
If you wish to cancel or postpone your booking, we reserve the right not to refund the deposit according to how much notice is given:
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More than 21 calendar days – deposit refundable in full (£10 or 2% handling charge)
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Less than 21 calendar days – deposit non-refundable
I Have Accepted The Quote But My Date Got Moved. Do I Lose My Deposit?
If you wish to cancel or postpone your booking, we reserve the right not to refund the deposit according to how much notice is given:
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More than 21 calendar days – deposit refundable in full (£10 or 2% handling charge)
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Less than 21 calendar days – deposit non-refundable
What Payment Method Do You Accept?
We accept payments via Debir or Credit Card.
PACKING SERVICE
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Do You Offer Packing Service?
Yes, we do.
We can provide Fragile Packing Service or Full Packing Service.
When Will You Pack My Belongings?
In most cases the day before your Removal.
Please see the email “Booking” for details (Check Spam and Junk folder).
DISCONNECTING & RECONNECTING APPLIANCES
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Can You Disconnect and Reconnect My Washing Machine?
No, we cannot.
You need to hire a certified Plumber to do it for you. Moving Companies are not insured against such work. In extreme cases (for example, if a Plumber fails to show up and you must vacate your property) we can help you with that but cannot be held responsible for any damage.
Can You Disconnect and Reconnect My Cooker?
No, we cannot.
You need to hire a certified Engineer to do it for you. Moving Companies are not insured against such work.
PROPERTY PROTECTION
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Will You Protect My Property During The Removal?
Yes, we will.
We will make sure we leave both properties in intact condition by:
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protecting your front door
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protecting hard floors
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protecting carpets
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protecting banisters
THE MOVING DAY
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What Time Will You Arrive On The Day?
In most cases we arrive between 8 am and 8.30 am.
Please see the email “Booking” for details (check Spam and Junk folder).
How Long Does It Take?
Approximately 4 – 10 hours, depending on your property size.
Please see the section “How Will Your Moving Day Look” in the email “Removals Quote”.
I Need To Be Out By 12 O'clock. Can You Guarantee That?
Yes, we can.
We will allocate enough staff and vehicles to make sure you vacate your current property by 12 o’clock, so new owner can move in.
How Will The Moving Day Look?
OFFICE REMOVALS
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Do You Provide Office Removals?
No, we do not.
We specialise in Home Removals.
INTERNATIONAL REMOVALS
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Do You Provide International Removals?
No, we do not.
We provide Home Removals in the UK only.
PACKING MATERIALS
FURNITURE DISMANTLING
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Do You Provide Free Packing Boxes?
Yes, we do.
We provide free Packing Boxes and free Wardrobe Boxes.
When Can I Get The Packing Boxes?
We provide Packing Boxes once the quote has been accepted.
In some cases (if the gap between the Exchange and Completion is small and you would like to start packing), we might provide Packinge Boxes in advance. Please contact Lucas at “lucas@wemoveandclean.co.uk” to discuss it.
How Do I Get The Packing Boxes?
Depending on your circumstances we will either deliver them to you or you will need to collect them from us.
Please contact Lucas at “lucas@wemoveandclean.co.uk” for details.
Do You Provide Packing Tape or Bubble Wrap?
No, we do not.
You would need to purchase them yourself.
FURNITURE DISMANTLING & REASSEMBLY
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Do You Dismantle Furniture?
Yes, we do.
Most of your furniture will be dismantled free of charge. More complex items (like Wardrobes or Bunk Beds) are charged extra.
When Do You Dismantle and Reassemble Furniture?
We dismantle and reassemble furniture on the moving day.
In some cases (if we have to dismantle plenty of pieces pieces of furniture), we might do it the day before. Please check the email “Booking” for details (check Spam and Junk folder).
INSURANCE
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Are My Belongings Insured?
Yes, they are.
All our quotes include free Goods In Transit Insurance.
Is My Property Insured?
Yes, it is.
All our quotes include free Public Liability Insurance.
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Do You Dismantle Furniture?
Yes, we do.
Most of your furniture will be dismantled free of charge. More complex items (like Wardrobes or Bunk Beds) are charged extra.
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Our Cleaning Services
QUOTE
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What Happens If Cleaning Takes Longer That The Amount of Allocated Time?
In 99% of cases we will bring your property to pristine condition within the allocated time (it is based on hundreds jobs which we have completed).
However, in case your property turns out to be more demanding and we need to spend additional time on it, we charge £19 inc per hour per Cleaning Operative.
THE CLEANING CHECKLIST
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What Does Your Cleaning Checklist Cover?
Please check our Cleaning Checklist here (www.wemoveandclean.co.uk/comprehensive-cleaning-checklist-for-moving-homes/).
Do You Clean Walls?
We clean walls only on request and by default it is not a part of our service.
To find out what else is included in our Cleaning Checklist please visit our website (www.wemoveandclean.co.uk/comprehensive-cleaning-checklist-for-moving-homes/) or check your email with quote.
Do You Clean Windows From Outside?
No, we do not.
We clean windows from inside only.
Do You Clean Fridges, Freezers, Tumble Dryers, Washing Machines, Microwaves etc.?
Yes, we do.
White goods cleaning is included in the quote.
Do You Clean Inside Built In Wardrobes?
Yes, we do.
Do You Remove Mould Stains From Windows, Bathrooms etc.?
Yes, we do.
We remove mould from windows, bathrooms etc but not from walls or ceilings.
Do You Remove Mould Stains From Windows, Bathrooms etc.?
Yes, we do.
We remove mould from windows, bathrooms etc but not from walls or ceilings.
Do You Remove Limescale?
Yes, we do.
We are able to remove 100% limescale.
Do You Clean The Front Door?
Yes, we do.
We clean the front door from both sides.
Do You Clean Cupboards?
Yes, we do.
We clean cupboards inside and outside.
Do You Buff Wooden Floors?
No, we do not.
CARPET CLEANING
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Do You Provide Flea Treatment (After Pet Cleaning)?
Yes, we do.
We Flea Treatment (After Pet Cleaning) free of charge.
Do You Deodorise Carpets?
Yes, we do.
We provide it free of charge.
REMOVAL SERVICES
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How Do I Get a Quote For Removals?
Please visit our website to get instant quote (www.wemoveandclean.co.uk/removal-service/)
BOOKING, CANCELLATION & POSTPONEMENT PROCEDURE
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How Do I Book?
Please fill in the form above and transfer 50% deposit.
The remaining payment is collectable on the day of the cleaning via Debit or Credit Card.
How Do I Pay?
Please fill in the form above and transfer 50% deposit.
The remaining payment is collectable on the day of the cleaning via Debit or Credit Card.
What is Your Cancellation & Postponement Procedure?
If you wish to cancel or postpone your booking, we reserve the right not to refund the deposit according to how much notice is given:
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More than 21 calendar days – deposit refundable in full (£10 or 2% handling charge)
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Less than 21 calendar days – deposit non-refundable
APPLIANCES CLEANING
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Do You Clean Fridges, Freezers, Tumble Dryers, Washing Machines, Microwaves etc.?
Yes, we do.
White goods cleaning is included in the quote.
Do You Take The Appliances Apart For Cleaning Purposes?
No, we do not.
Do You Clean The Appliances Inside and Outside?
Yes, we do.
SURVEY
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Do You Come Out And Have a Look At The Property Before Providing The Quote?
No, we do not view the properties we clean.
The quote is based on the information provided by the Customer.
CLEANING PRODUCTS & EQUIPMENT
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Do You Use Your Own Cleaning Products and Equipment?
Yes, we do.
We use our own carefully selected cleaning products and equipment.
Do You Use Sanitisation Methods Of Cleaning?
Yes, we do.
We use:
1. Steam Cleaning
2. Bleach
3. Hydrogen Peroxide
Do You Use Bleach?
Yes, we do.
OVEN CLEANING
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Do You Provide Oven Cleaning?
Yes, we do but only as a part of End of Tenancy Cleaning (or One-Off Deep Clean).
We do not provide Oven Cleaning as a separate service.
What Types Of Oven Do You Clean?
We clean all types of Ovens.
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- Standard Single / Double Ovens
- Range
- AGA
Do You Take The Ovens Apart For Cleaning Purposes?
No, we do not.
THE CLEANING DAY
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What Time Will You Arrive On The Day?
In most cases we arrive between 9.30 am and 10.30 am.
Please see the email “Booking” for details (check Spam and Junk folder).
How Long Does The Cleaning Take?
Cleaning will take approximately 4 – 6 hours depending on your property size.
Carpet Cleaning approximately 2 – 4 hours depending on the number of rooms.
Do I Have To Be There During Cleaning?
No, you do not.
You just need to let our team in.
How Many Cleaning Operatives Do You Provide?
We send out 2 – 4 Cleaning Operatives depending on your property size.
RECEIPT
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Do I Get A Receipt?
Yes.
A receipt will be issues once the work has been completed.
FURNITURE DISMANTLING
INSURANCE
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Is My Property Insured?
Yes, it is.
All our quotes include free Public Liability Insurance.
PETS
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I Have Pets. Do I Pay Extra For Cleaning?
No, you do not.
We provide After Pet Treatment free of charge.
ADDITIONAL SERVICES (IRONING, LAUNDRY ETC)
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Do You Provide Additional Services Like Laundry or Ironing?
No, we do not.
The only additional services we provide are Carpet Cleaing and Oven Cleaning.
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Do You Dismantle Furniture?
Yes, we do.
Most of your furniture will be dismantled free of charge. More complex items (like Wardrobes or Bunk Beds) are charged extra.
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