TERMS AND CONDITIONS

 

 

 

These conditions explain the rights, obligations, and responsibilities of both We Move and Clean and the Customer in relation to services provided by We Move and Clean, unless otherwise agreed in writing between the Contractor and the Customer.

 

 

 

1. INTERPRETATION

Any reference in these conditions to “we” or “us” is a reference to the Contractor.

Any reference in these conditions to “you” is a reference to the Customer.

 

 

2. BOOKING

The booking is confirmed when we have received a deposit (50%).

To guarantee our availability we strongly advise our Customers to transfer deposit on the same day when the quotation was sent. If it is not possible, contact us to check our availability. Failure to do so may result in your booking not having been accepted and deposit refunded immediately.

 

 

3. OUTSTANDING PAYMENT

1.Removals – The outstanding payment must be settled the day before the packing or moving service.

Any additional charges (resulting from Key Waiting Time charge, additional Furniture Dismantling & Reassembly, moving additional van loads etc.) must be paid on the day of the service before we leave the Customer’s premises.

2. Packing Service – The outstanding payment must be settled before we arrive on the moving day.

Any additional charges (resulting from packing additional boxes not covered by the quote etc.) must be paid on the day of the service before we leave Customer’s premises

3. We collect the Outstanding Payment on the first day of the service 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)

4. In respect of all sums which are overdue to us we will charge interest on a daily basis calculated at 29% per annum above the prevailing base rate for the time being of the Bank of England

5. The Customer shall not be entitled to withhold any part of the agreed price on the ground that he has a claim against the Contractor arising out of this or any other contract (any claims will be dealt with once the final bill has been settled)

6. We charge the late payment fee of £100 for any payments which are two weeks due and £300 for any payments which are two months due

7. Any payments which have been disputed without any valid reason will be carry a handling charge of of £50 per transaction which will be added to the final bill

 

4. CANCELLATION

If you cancel / postpone this agreement, we reserve the right not to refund the deposit according to how much notice is given:

  1. More than 21 calendar days – deposit refundable in full (£10 or 2% handling charge)
  2. Less than 21 calendar days – deposit non-refundable

 The cancellation / postponement must be sent in writing to lucas@wemoveandclean.co.uk

 

 

5. PARKING CHARGE

The Customer is responsible for parking or other fees or charges that we have to incur and pay in order to carry out the services you require.

 

 

6. QUOTATION

1. The Company reserves the right to amend the quote at any time before Customer accepts it

2. The Company reserves the right to amend the initial quotation, should the Customer’s original requirements change or due to incomplete or incorrect initial information. Differences in the price will be added to the initial quotation.

 

 

7.1. QUOTATION

The Quote unless otherwise stated the quote is a fixed price and does not include packing materials, storage, customs duties and inspections or any other fees whatsoever.

We may either increase the price if any of the following has not been taken into account when preparing our quotation and confirmed by us in writing:

  1. We have to collect or deliver goods to floors higher than those agreed, in writing, at the time of booking
  2. We provide additional services, including moving extra goods
  3. Inadequate access preventing free movement of the goods without mechanical equipment or structural alteration, or the approach, road or drive prevents our vehicles and/or containers to load and/or unload within 20 metres of the doorway, meaning that we have to do extra work
  4. Unless confirmed by us in writing, our quotes are based on the assumption we are able to unload your belongings at your new property from the moment we arrive. Any delay outside out control is charged £19 per crew member per hour (rounded to the nearest hour).
  5. If you are buying your new property and will have to wait for the keys, your quote covers us waiting until 12 o’clock. After 12 o’clock Key Waiting Time charge is applicable and is charged £19 per crew member per hour (rounded to the nearest hour). If access is not granted by 3:00 PM, the company will return to its base. Redelivery of your belongings will be attempted the following day, subject to the company’s availability. Please note that the redelivery charge will be equivalent to your original quote, plus applicable storage charges will apply.
  6. There are delays or events outside our reasonable control which increase or extend the resources or time allowed to complete the agreed work
  7. The Company provides quotes based on the information submitted by the Customer (Self Survey) and any discrepancies affecting the workload will be added as a surcharge to the final bill. For example:
    1. Additional flight of stairs + £297
    2. Actual distance from parking to the front door greater by 40 m that stated in the Self Survey + £197
    3. Actual distance from parking to the front door greater by 80 m than stated + £397).
    4. When filling in the Self Survey it is the Customer’s responsibility to make sure our vehicle fits through any low arches or narrow roads around the current or new property when specifying the distance between parking and the front door of the property / building, keeping in mind the size of our vehicles: Lenght 5.2 metres, Width 2.2 metres, Height 3.5 metres.
    5. If any items have to be taken through the window on the 1st floor + £197
  8. The charge for any additional workload that follows incorrect or incomplete information provided by the Customer will be added to the final bill.
  9. The quote includes limitations in terms of the maximum volume of goods the Company will move (for example, 600 cu ft, 1200 cu ft etc.) and this figure is calculated from the information provided by the Customer via the Self Survey. If the Customer does not want us to proceed with the possible, additional load, he must let us know before we arrive on the day, otherwise we will automatically shift the additional load. Unless confirmed otherwise, the default quote for additional load is £497.
  10. When moving into or out of a Storage Facility chosen by a Customer, we make an assumption the aforementioned Storage Facility can be accessed 24/7. It is Customer’s responsibility to make us aware in advance (before accepting the quote) of any time restrictions.In the event when the Storage Facility is already closed and we cannot access it to unload Customer’s goods, we will go back to the Customer’s property and unload his belongings there. By doing that the job is deemed complete andto move the goods to the Storage Facility again, a new quote needs to be accepted by the Customer.
  11. Unless confirmed in writing, the Company charges extra to dismantling and reassembling furniture (+ £49 for dismantling and additional £49 for reassembly for each item)
  12. Unless otherwise confirmed in writing, placing your belongings into our storage is considered a single, completed job. Retrieving your belongings from storage will be treated as a separate, additional charged service.
  13. The company does not disconnect and reconnect any white goods, as a certified plumber is needed to do it safely
  14. Unless confirmed in writing, the Company will not move hot tubs, pianos or pool tables.
  15. Our standard arrival time is 8:00 AM – 8:30 AM, unless an alternative time is confirmed in writing.
  16. The quote provided is based on the assumption that we will be able to load and unload the goods without delay.
  17. We do not move pianos (of any kind), unless confirmed in writing.

 

7.2. WORK EXCLUDED FROM THE QUOTE

Unless agreed by us in writing and charged appropriately we will not:

  1. Disconnect or reconnect appliances, fixtures, fittings or electrical equipment
  2. 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, planters etc.
  3. Take up or lay fitted floor coverings
  4. Move storage heaters (unless previously dismantled)
  5. Move items from a loft (unless well illuminated with safe access via a staircase)
  6. Move plants unless agreed in advance
  7. The packing and/or unpacking of goods before and after a removal

The Contractor may be willing to carry out any or all of the services above for an additional agreed price.

 

7.3. OUR RESPONSIBILITY

  1. It is our responsibility to deliver your goods to you undamaged. By “undamaged” We mean in the same condition as they were in at the time when they were packed or otherwise made ready for transportation
  2. In the event that we have undertaken to pack the goods it is our responsibility to deliver them to you undamaged. By “undamaged” We mean in the same condition as they were in immediately prior to being packed/made ready for transportation
  3. It is our responsibility to place the goods where the Customer specifies

 

 

7.4. YOUR RESPONSIBILITY

It will be your own responsibility (and, where relevant, expense) to:

  1. Declare to us valuations of all goods being removed
  2. Insure the goods submitted for removal against all insurable risks
  3. Obtain all paperwork (licenses, permits, etc.) necessary for the removal to be completed
  4. To be present or represented throughout the whole removal. If the Customer is represented by an appointed person, the Customer is responsible for any decisions the appointed person makes in terms of additional work requested (ie additional van load to be moved, additional furniture dismantling, additional boxes to be packed, self survey discrepancies etc.)
  5. Take all reasonable steps to ensure that nothing is left behind or taken away in error
  6. Empty, defrost completely and clean refrigerators and freezers. We are not responsible for the contents
  7. Ensure that all domestic and garden appliances, including but not limited to washing machines, dish washers, hose pipes and petrol lawn mowers are clean and dry and have no residual fluid left in them
  8. Provide us with a correct and up-to-date correspondence address
  9. Get rid or put aside any half full bottles or other containers. If the Customer wishes for them to be packed, the Company cannot be held liable for any damages resulting from spillage.
  10. Dismantle any furniture that has not been included in the quote. It must be done prior to the Company’s arrival. If the Company has to dismantle any pieces of furniture that were not included in the quote, they will do it straight away and add additional fee (min £49 for dismantling and £49 for reassembly for each item) will be added to the final bill.
  11. Prepare, pack and stabilise all electric equipment prior to its removal
  12. To treat the company employees with respect and fully cooperate with them. Any complaints about staff’s attitude must be sent in writing to “lucas@wemoveandclean.co.uk” and do not constitute a valid reason for withholding any part of the outstanding payment.
  13. Arrange protection for goods left in unattended premises or where other people not bound by these terms and conditions will be present.

 

 

7.5. EXCLUDED PROPERTY

The following items are excluded from this contract:

  1. Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of any similar kind
  2. Items which have potential to damage, explode or are dangerous including gas bottles, aerosols, paints, firearms and ammunition
  3. Prohibited or stolen goods
  4. Controlled drugs
  5. Foodstuffs or liquids
  6. Any pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier

 

 

7.6. OUR LIABILITY FOR LOSS OR DAMAGE

1. In the event of loss or damage to your goods where the replacement value is less than £500, we will only pay a maximum sum of £40 for each item

2. In the event of losing or damaging high value items (over £500), the Customer must pay the excess of £500.

3. In the event of a total or partial loss or damage to your goods, we will not be liable for the following:

    1. “new for old” replacement value for lost or damaged goods
    2. any loss or damage which is not caused by us
    3. any consequential losses

4. Any electronic items like tablets, laptops, cameras must be moved by the Customer.

If the Customer for some reason cannot move the aforemetioned items himself, the items in question must be:

  • A. Appropriately packed, meaning must be put in a box with plenty of bubble wrap to protect it from adamge
  • B. The above box must be handed over to the Team Leader clearly specifying what is inside

Failure to comply with the above mentioned requirements invalidates any potential claims for damage

5. In the event of damaging a box which we packed (meaning, the Customer booked Packing Service), we will pay the maximum sum of £10 per damaged box.

6. The Company cannot accept any liability for damage resulting from bending mattresses. Whenever possible, we keep them in upright position when moving but some properties can be tight (ie narrow hallways, sharp turns) and force us to bend them.

7. All damages must be reported on the day and confirmed in writing within 48 hours after the removal

8. The Customer must not withhold any part of the outstanding payment if any items got damaged or if the property got damaged

8. The final bill must be settled before the Company deals with any claims damages

9. For any items that are part of a pair or set, our liability will be restricted to the damaged item only, not the value of the pair or set

10. The Company checks thoroughly each vehicle before leaving the Customer’s premises to make sure all Customer’s belongings have been unloaded. In case the Customer claims some items are missing and they cannot be found on the vehicle, the Customer must call the Police and report theft.

11. Customer’s claim that some items have been missing or stolen does not constitute a valid reason for withholding the outstanding payment.

 

 

7.7. EXCLUSIONS OF LIABILITY

Other than as a result of our negligence or breach of contract, we will not be liable for any loss or damage to the goods if caused by any of the following circumstances:

  1. Normal wear and tear, natural or gradual deterioration, leakage or evaporation or from perishable or unstable goods. This includes goods left within furniture or appliances
  2. For any goods in wardrobes, drawers or appliances, or in a package, bundle, carton, case or other container not both packed and unpacked by us
  3. We protect our Customer’s belongings using our protective covers. If a Customer wants us to move an item which he had not made us aware of at the quoting stage and the item got damaged, we cannot be held liable because we did not have a proper protective cover to move it safely (which resulted from inaccurate information given by the Customer).
  4. For electrical or mechanical derangement to any appliance, instrument, clock, computer or other equipment unless there is evidence of related external damage
  5. For any goods which have a pre-existing defect or are inherently defective
  6. For animals and their cages or tanks including pets, birds or fish
  7. For TVs if the original packaging is missing
  8. For perishable items and/or those requiring a controlled environment
  9. For plants

 

7.8. DAMAGE TO PROPERTY OTHER THAN THE GOODS

  1. For property other than those goods submitted for removal we will only be liable for damage where it can be proven that we have been negligent or acted without reasonable care and skill
  2. If we have damaged any part of the Customer’s property, the Customer must allow us to rectify the damage. If we are unable to rectify the damage on our own, we will hire a certified professional to complete a job on our behalf. If the Customer decides to hire a tradesman without giving us the opportunity to repair the damage, it automatically removes any grounds for claims
  3. If it is the case that we advise against moving certain goods as it will inevitably cause damage but the Customer gives us instruction to move said goods and damage is caused, we shall not accept that we were negligent or acted without reasonable care and skill
  4. We protect Customer’s carpet by wearing overshoes. If the Customer walks on his carpets while wearing shoes, this invalidates any claims for making the carpets filthy

 

8. TIME FOR CLAIMS

Any damages to your goods and premises must be brought to our attention on the delivery day and confirmed in writing to us within 7 days unless you request a reasonable extension which must be agreed in writing.

 

9. DRIVEWAYS

If you are in any way concerned that your driveway is unable to take the weight of our vehicles please advise us accordingly, particularly about drain covers under gravel driveways. When you give permission for us to drive onto your driveway, it is on the understanding that this is at your own risk. Failure to advise or notify us of any potential weaknesses will absolve us from any claims for compensation resulting from damage to said driveway.

 

10. ROUTE AND METHOD

  1. We have the right to choose the route for delivery
  2. We reserve the right to complete your move over multiple days (where the major part of the work will be completed on the agreed moving date) or in separate parts due to operational needs, such as vehicle capacity, unforeseen delays, or access issues. The total quoted price remains unchanged, and by accepting our quote, you agree to these terms.
  3. Unless it has been specifically agreed in writing on our quotation, other space/volume/capacity on our vehicles and/or the container may be utilised for consignments of other customer’s goods

 

11. PACKING SERVICE & PACKING BOXES

1. Your quote covers packing a specified number boxes which should be sufficient based on your property size. In case the actual volume of your belongings exceeds that figure we will automatically pack the rest of your belongings. The additional box is charged £6.99.

2. Unless specified otherwise in writing, we collect a refundable deposit of £2 per box. The deposit will be refunded to the Customer’s account once the boxes have been returned in good condition.

3. All boxes containing fragile goods (china, glass etc.) packed by the Customer, must be sealed using the fragile tape. No handwriting is allowed. 

4. If the Customer wants to pack his own belongings, we may supply packing boxes (max quantity per Customer – 30 boxes). We collect a refundable deposit of £2 per box. The deposit will be refunded to the Customer’s account once the boxes have been returned in a good condition

 

 

 

12. FURNITURE DISMANTLING

  1. The information what furniture will be taken apart by the Company is covered in the Removals Quote
  2. If Customer decides to dismantle some of the furniture himself, the dismantling must be done prior to our arrival on the moving day (failure to do so will result in the Company automatically dismantling those items at additional charge)
  3. If the Company has to dismantle some pieces of furniture that has not been discussed before, we charge  a minimum of £59 for dismantling and a minimum of £59 for reassembling of a single item.

13. DELAYS

  1. Unless specified otherwise in writing, the quote is based on the assumption there are no interruptions or time restrictions affecting our work. In case we are unable to continue work due to reasons beyond our control (for example, we have to wait for somebody at the new property to arrive), we charge £19 per hour (charged every 30 minutes) per Team member present on the day.

 

14. COMPLAINTS HANDLING PROCEDURE

You can make your complaint by email:

info@WeMoveAndClean.co.uk

Any complaints will be replied to within a month.

 

 

15. OWNERSHIP

You declare, upon acceptance of this contract, that:

  1. You own the property and all goods to be moved, cleaned or disposed of belong to you
  2. You have been given the authority to make this contract by the person(s) who own the property and all goods to be moved, cleaned or disposed of and that they have been made aware of these conditions. You will meet any claims for damages and / or costs against us if these statements are not true

 

16.WHOLE AGREEMENT

These Terms and Conditions together with our quotation are intended to form the whole agreement between us and to prevail over any verbal discussions. Should we mutually agree to any variation of these terms such variation should be confirmed in writing.

 

17. APPLICABLE LAW

This contract is subject to the Law and Jurisdiction of England.