The terms and conditions on which Glasgow Moving provides removal, relocation, packing, transport and storage services.
Last updated 4 August 2026
Please read these Terms carefully. They contain provisions which limit and exclude our liability, allocate risk between us, impose strict time limits for notifying claims, and set out your responsibilities — including your packing responsibilities where you have not purchased a packing service. By accepting our Quotation, instructing us to proceed, or allowing us to begin work, you confirm that you have read, understood and agreed to these Terms.
Where a move requires increased contractual protection, Extended Liability Cover may be purchased for an additional fee. Any such cover offered by us is not insurance, is not regulated by the Financial Conduct Authority, and is a contractual allocation of responsibility for loss of or damage to Goods while they are in our possession, subject always to these Terms.
Nothing in these Terms affects your non-excludable statutory rights. Where you deal with us as a consumer, you have rights under the Consumer Rights Act 2015 and other consumer protection legislation which cannot be excluded or limited, and these Terms are to be read subject to those rights.
1.1 In these Terms, unless the context otherwise requires:
(a) “Agreement” means the contract between the Customer and the Company for the provision of the Services, incorporating: (i) these Terms; (ii) the accepted Quotation; (iii) any Inventory List; (iv) any waiver, disclaimer or risk-acceptance form executed under clause 9; and (v) any written variations expressly agreed by the Company in accordance with clause 1.6.
(b) “Customer”, “you”, “your” means the person or legal entity booking the Services, whether acting on its own behalf or as agent for another.
(c) “Company”, “we”, “us”, “our” means Glasgow Moving of glasgowmoving.co.uk.
(d) “Goods” means all items whatsoever submitted for removal, relocation, transport and/or storage, including the entire contents of any box, carton, crate, container or similar.
(e) “Services” means removal, relocation, packing, export preparation, transport (by road, sea or air), handling, loading, unloading, storage, redelivery and any ancillary services supplied by us.
(f) “Inventory List” means any list, schedule, declaration, photographs, video, electronic record or other description of the Goods and/or space requirement relied upon for pricing and planning.
(g) “Quotation” means our written quotation or estimate, including one issued by email, SMS, WhatsApp or other electronic communication.
(h) “Working Day” means Monday to Friday, excluding bank and public holidays in Scotland.
(i) “VAT” means value added tax at the prevailing rate where chargeable.
1.2 Headings are for convenience only and do not affect interpretation.
1.3 References to writing include electronic communications capable of being stored and reproduced.
1.4 Words following “including”, “for example” or similar expressions are illustrative only and do not limit the generality of the preceding words.
1.5 These Terms prevail over any inconsistent Quotation unless expressly varied in writing.
1.6 No variation of these Terms is effective unless agreed in writing by an authorised representative of the Company.
1.7 The Agreement becomes binding upon acceptance of the Quotation, payment, instruction to proceed, or commencement of the Services, whichever occurs first.
2.1 Pricing basis. All prices are calculated using the information available to us at the time of Quotation, including without limitation:
2.2 Reliance on the Inventory List (material term). You acknowledge that the Quotation and our resource planning are materially dependent on the Inventory List and/or the space requirement you provide. If the Goods, volume, weight, services or site conditions differ from those priced, additional charges shall apply, and we may require payment immediately in accordance with clause 8 and/or exercise our rights under clause 2.4.
2.3 Exclusions unless stated. Unless the Quotation expressly includes them, our charges exclude: customs duties; port and terminal charges; demurrage and detention; inspections; governmental taxes and fees; special permits; crane, hoist or rigging services; third-party specialists; and any other costs payable to third parties. For the avoidance of doubt, our charges also exclude handling and redelivery fees where Goods are placed into storage, including emergency storage, and subsequently require re-loading and redelivery, unless expressly included.
2.4 Right to revise or refuse additional Goods. If at any time we reasonably determine that the scope, volume, weight, access, timing or any other material assumption differs from that relied upon, we may, without prejudice to any other rights:
2.5 VAT. Unless expressly stated otherwise, all sums are exclusive of VAT. Where VAT is chargeable, you shall pay it in addition.
2.6 Quotation validity.
(a) Where a booking is made thirty days or more before the moving date, Quotations are valid for fourteen days from issue.
(b) Where a booking is made within thirty days of the moving date, pricing may change and may include short-notice surcharges.
(c) If work does not commence within the validity period, we may re-quote.
2.7 Additional charges. Additional charges apply, without limitation, if:
2.8 You agree to pay all reasonable charges arising under this clause 2.
3.1 Unless agreed by us in writing, we will not:
3.2 Our staff are not authorised or qualified to carry out specialist trades. You must appoint a properly qualified person to undertake such tasks.
Where you select a self-loading or driver-only service, our responsibility is limited to providing the agreed vehicle and driver. You are solely responsible for loading the Goods, securing the Goods within the vehicle, unloading the Goods, and ensuring that all Goods are suitable for transportation. Our driver shall not be responsible for packing, loading, securing or unloading the Goods.
For self-loading services, you shall advise us before the booking how long loading and unloading are expected to take. Loading and unloading undertaken by you shall be treated as waiting time. Where the actual loading or unloading time exceeds the agreed allowance, additional waiting-time charges shall apply at our prevailing hourly rate as stated in your Quotation or otherwise notified to you in writing. We reserve the right to amend the Quotation where the estimated loading or unloading time proves materially inaccurate.
4.1 You shall:
4.2 Packed box and bag disclosure. Where you are packing, personally or via a third party, and we are not providing a full packing service, you must — once packing is substantially complete and no later than the time we reasonably request — confirm to us the final total number of boxes and bags, together with, where reasonably possible, box sizes and a reasonable estimate of weight category (light, medium or heavy). You acknowledge that the weight and composition of packed boxes materially affects labour, handling time, equipment, safe manual handling and health and safety risk.
4.3 Estimated quantities and additional packed items. Where a Quotation is issued before packing is complete, you accept that box and bag counts may be estimated. If the number of packed boxes or bags, the overall packed volume or the packed weight exceeds the estimate or Inventory List relied upon, we may in our discretion revise charges, allocate additional capacity and/or labour subject to availability, and/or refuse to load additional items until revised charges are agreed and paid. Additional charges are payable in accordance with clause 8 and may be required immediately, including on the day.
4.4 Furniture must be empty. Unless expressly agreed in writing, all furniture must be fully emptied prior to our arrival, including drawers, wardrobes, cabinets, chests, sideboards and any storage furniture. No drawers or furniture may contain items during handling. Where furniture is not emptied, we may refuse to move it until it is emptied and/or charge for additional time, labour and waiting time.
4.5 Key uncertainty and delays. Where there is any uncertainty as to whether keys will be available at collection and/or destination — including delayed completion, agent or landlord delays, or chain-related delays — you must inform us as early as possible. All costs arising from key or access uncertainty or delay, including holding the team, waiting time, rescheduling, aborted attendance, additional vehicle and staff time, emergency storage, handling and redelivery, shall be your responsibility and payable in accordance with these Terms unless arising solely from our negligence.
4.6.1 You shall ensure that any boxes, cartons, suitcases, bags or containers packed by you or any third party are packed in a manner consistent with safe manual handling. You acknowledge that boxes containing dense items — including books, paper, records, gym weights, tiles, tools, liquids and similar — may present a material risk of injury and damage where packed excessively.
4.6.2 Unless we expressly agree otherwise in writing, you shall ensure that (a) no single packed box or carton exceeds 20kg; and (b) any box or carton reasonably expected to exceed 15kg is clearly marked “HEAVY” on at least two sides. These limits are material terms intended to protect health and safety and the safe performance of the Services.
4.6.3 Right to refuse, repack or charge. Where we reasonably believe that any packed item exceeds safe manual handling limits or creates an unsafe working condition, we may, without liability and at our discretion, refuse to lift or move that item until it is unpacked, redistributed or repacked to a safe weight; offer repacking or reboxing as an additional chargeable service for time and materials; and/or require additional labour or equipment, with additional charges payable immediately pursuant to clause 8. Any delay and associated costs arising shall be your responsibility.
4.6.4 You warrant compliance with clauses 4.6.1 and 4.6.2 and shall be responsible for, and shall indemnify us against, any loss, injury, claim, damage or cost arising from non-compliance, save to the extent caused by our negligence.
4.7 Move-only (no packing) responsibility. Where packing services are not purchased, you are responsible for ensuring that all items are suitably packed into proper boxes and/or wrapped with sufficient protective materials prior to our arrival. If items are not safely packed, we may refuse to move them; offer packing as an additional chargeable service subject to time and materials; and/or move them at your request, in which case our liability shall be limited or excluded to the fullest extent permitted by law for damage arising from inadequate packing and/or any waiver signed under clause 9.
4.8.1 You shall ensure that the working environment is safe, lawful and suitable for the Services, including being free from hazards such as biohazards (including bodily fluids, needles or drug paraphernalia), infestation, aggressive animals, structural instability, unsafe electrical conditions, exposed sharp materials, violence, threats, harassment, or any other condition presenting a material risk to health and safety.
4.8.2 We operate a zero-tolerance approach to abusive, threatening, discriminatory or aggressive behaviour towards our personnel or subcontractors. If, in our reasonable opinion, any person at the premises behaves in a verbally abusive, threatening or unsafe manner, or the environment is unsafe, we may immediately suspend performance and withdraw our personnel without liability.
4.8.3 Where we exercise our rights under clause 4.8.2, the attendance shall be treated as aborted for charging purposes. You shall remain liable for all charges incurred to date, including attendance, time reserved, waiting time, and any costs of storage, handling and redelivery.
4.8.4 We may require hazards to be remedied and/or written assurances to be provided before recommencing. Any rescheduled attendance is subject to availability and may incur additional charges.
4.9 Failure to fulfil your responsibilities may cause delay, storage, redelivery and additional charges, and may reduce or exclude our liability as set out in these Terms and/or any waiver executed under clause 9.
You shall provide complete, accurate and up-to-date information before accepting our Quotation. This includes, but is not limited to: the quantity and description of all Goods; unusually large, heavy, valuable or fragile items; items requiring dismantling and reassembly; specialist furniture; access restrictions; floor levels; lift availability and lift dimensions; parking restrictions; walking distances; narrow hallways or doorways; disabled access requirements; and any circumstance likely to affect performance of the Services.
We prepare our Quotation on the basis of the information you supply. Where the information provided is incomplete or inaccurate, we reserve the right to revise our Quotation, apply additional charges, allocate additional resources, delay the Services, or refuse to transport additional Goods until revised charges have been accepted.
The Quotation is based solely upon the inventory and information provided by you before the booking is confirmed. Should additional Goods be presented on the moving day which were not disclosed during the quotation process, we may, at our sole discretion, revise the Quotation, charge additional fees, allocate additional staff or vehicles subject to availability, postpone completion of the move, or refuse to transport any additional Goods until revised charges have been accepted. You acknowledge that additional Goods may increase the labour, vehicle space, handling time and operational costs required to complete the move.
You agree to maintain reasonable communication with us throughout the booking and moving process, and authorise us to contact you by telephone, mobile phone, SMS, WhatsApp, email or other reasonable communication methods. You agree to respond promptly to communications from our office staff, surveyors, drivers or moving crews where such communication is necessary to perform the Services. We shall not be responsible for delays arising from your failure to answer calls or respond to communications within a reasonable time.
5.1 Unless previously agreed in writing by a director or authorised representative, the following must not be submitted and will not be moved or stored by us:
5.2 If we agree to remove such Goods, we accept no liability except to the extent that loss or damage is caused by our negligence, and then only subject to these Terms and any applicable contractual cap.
5.3 If such Goods are submitted without our knowledge, we may make them available for your collection. If you fail to collect them within a reasonable time, we may apply for a court order and/or dispose of them as appropriate. You shall indemnify us for all charges, expenses, damages, legal costs and penalties incurred.
6.1 Walking distance. The Quotation is based on reasonable access and includes a maximum walking distance of ten (10) metres between our vehicle and the nearest accessible entrance to the property. Walking distance includes both the external distance between the vehicle and the property entrance and the internal distance between the entrance and the location from which the Goods are collected or delivered. It is assessed using information supplied during the quotation process or at site survey.
6.2 Where the walking distance exceeds ten (10) metres, an additional charge of ten percent (10%) of the agreed moving price may apply for every additional ten (10) metres or part thereof, reflecting additional time, labour, equipment usage and increased handling risk. You must notify us before the moving date if the walking distance differs from that originally declared.
6.3 Waiting time. Where keys are not available, access is delayed or refused, lifts are unavailable or unbooked, or premises cannot be accessed or worked within safely, waiting time shall be charged at our prevailing hourly rate as stated in your Quotation or otherwise notified to you in writing, pro-rata, from arrival until the delay is resolved or we reasonably decide it cannot be resolved within the allocated time.
6.4 Key-related delays. For the avoidance of doubt, key-related delays — including late completion, agent or landlord delays and chain issues — are treated as customer-side access delays unless directly caused by our negligence.
6.5 No keys or emergency storage. If we are unable to deliver due to lack of keys or access, or circumstances beyond our reasonable control, we may place the Goods into storage. Emergency storage charges apply together with handling and redelivery costs. The Services shall be treated as completed for the purposes of the original Agreement, and storage and redelivery shall be chargeable as additional services.
6.6 If you are not contactable and access cannot reasonably be gained, we may cease delivery, store the Goods, and charge waiting time, storage and redelivery.
6.7 Parking penalties and enforcement. Where you fail to arrange lawful parking, bay suspension and/or permits as required under clause 4.1, and as a result we or our personnel incur any parking charge notice, penalty charge notice, fixed penalty notice, enforcement fee, towing fee, clamping fee or any similar fine, charge or cost — whether issued to us, a driver, a vehicle owner, a leasing company or otherwise — you shall be liable for such sums in full and shall reimburse us immediately upon demand, together with our reasonable administrative costs of dealing with the same. This applies whether the penalty is issued during loading, unloading, waiting time or any other period of attendance.
6.8 Additional access charges. Additional charges may apply where access conditions differ from those disclosed before the Quotation was issued. This includes, but is not limited to: additional flights of stairs; lifts that are unavailable or out of service; furniture which cannot safely fit inside the lift; restricted lift booking times; long internal corridors; narrow entrances; restricted parking; specialist lifting equipment; additional manual handling; or any other circumstance increasing the time, labour or equipment required to complete the move.
7.1 We shall be entitled to determine the method, route, sequence, timing (including staging), means of transport and manner in which the Services are performed, and the location and conditions of any storage facility, provided that we act reasonably.
7.2 Unless specifically agreed otherwise, we may use available space on vehicles or containers for consignments of other customers, and may tranship or transfer Goods in transit.
7.3 You authorise us and any subcontractor to take operational decisions reasonably required for safety, compliance, welfare, driving hours, route restrictions, port and terminal rules, customs processes, and loss prevention.
8.1 Due date. Unless otherwise agreed in writing, payment is required in full by cleared funds 48 hours prior to commencement.
8.2 Settlement on the day. Where payment has not been received prior to arrival, the latest time payment can be settled is within ten minutes of our team arriving. If payment is not made within that period, we may refuse to commence or continue, and may charge for attendance, time reserved and wasted costs.
8.3 Additional charges. Additional items, space, time or services — including waiting time, materials, emergency storage, handling into and out of storage, redelivery, permits, tolls and regulatory charges — are payable immediately when incurred or on demand.
8.4 No redelivery without payment. No Goods shall be redelivered or released from storage until payment has been made in full in cleared funds.
8.5 Last-minute bookings. Last-minute bookings may be subject to increased charges and are not secured until confirmed in writing and any required payment is received.
8.6 Interest and recovery. We may charge interest on overdue sums on a daily basis at 4% per annum above the Bank of England base rate, accruing from the due date until payment in full, together with reasonable recovery costs.
8.7 No set-off. All sums due to us under the Agreement shall be paid in full without set-off, counterclaim, deduction or withholding of any kind. You shall not be entitled to withhold payment by reason of any dispute, claim or alleged breach, it being agreed that any dispute shall be pursued separately in accordance with clause 29. This clause is without prejudice to any non-excludable statutory rights where you contract as a consumer.
8.8 Deposits. Any deposit paid is a commitment fee securing the booking date and reserving vehicles, staff and capacity, and is non-refundable except where the Agreement is cancelled by us without cause or where you exercise a statutory right of cancellation. The deposit is separate from and in addition to any cancellation or postponement charges payable under clause 23.
9.1 Waiver forms carried by moving teams. You acknowledge and agree that our moving teams carry waiver, disclaimer and risk-acceptance forms (“Waivers”) and are authorised to require execution of a Waiver as a condition of moving specific Goods and/or proceeding with the Services where increased risk exists.
9.2 Circumstances where Waivers may be required. A Waiver may be required where, in our reasonable opinion:
For the avoidance of doubt, any damage arising solely because you instructed us to proceed against our reasonable advice shall not be covered under any level of Protection Cover or contractual liability offered by us.
9.3 Effect of a Waiver. Where you or your authorised representative sign a Waiver in respect of any items and/or defined circumstances, you agree that the relevant items and/or activity are moved or performed strictly at your sole risk; that, to the fullest extent permitted by law, we shall have no liability whatsoever for any loss, damage, defect, diminution in value, delay, cost or expense arising from or in connection with the matters covered by the Waiver; and that you waive and release any and all claims against us arising from or in connection with those matters.
9.4 Refusal to sign. If a Waiver is reasonably requested by our team and you refuse to sign it, we may refuse to move the relevant items and/or refuse to proceed with the relevant part of the Services, and any resulting delay, aborted attendance, rescheduling, storage, handling and redelivery costs shall be payable by you in accordance with these Terms.
9.5 Authority to sign. You warrant that any person present and signing on your behalf has full authority to do so and that the Waiver binds you.
9.6 Restricted access. Where we reasonably believe that an item cannot be safely moved due to restricted access — including narrow doorways, tight hallways, staircases, landings, lifts, low ceilings, sharp corners, confined spaces, balconies, windows or any other physical restriction — we may advise you that there is an increased risk of damage to the Goods or the property. Where you instruct us to proceed despite that advice, you acknowledge and accept that the item is moved entirely at your own risk, and we may require you to sign a Waiver before the item is moved. We may refuse to proceed where, in our reasonable opinion, the risk of damage or injury remains unacceptable even if a Waiver has been signed.
9.7 Non-excludable liabilities. Nothing in this clause 9 excludes or limits liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability which cannot lawfully be excluded.
This clause 10 applies to all business, commercial, office, warehouse, retail, educational, public-sector and organisational relocations carried out by us. The business, organisation, public body, partnership, sole trader or other person purchasing the Services is referred to in this clause as the “Client”.
We do not require a formal signed document to establish a binding agreement. Once the Client provides authorisation to proceed, the Client is fully bound by these Terms. This clause 10 applies in addition to the remainder of these Terms. Where this clause conflicts with the remainder of these Terms, this clause 10 takes priority in relation to commercial and office relocation services.
Where the Client cancels all or part of the agreed Services, the following cancellation charges apply to the total quoted price:
Cancellation charges reflect the reservation of vehicles, labour, equipment, management time, project-planning resources, lost booking opportunities, materials, subcontractors and third-party commitments. All non-refundable expenses, purchased materials, accommodation, equipment hire, specialist services, permits, storage bookings and subcontractor charges remain payable in addition to the cancellation charge.
Notice of cancellation may be provided by any verifiable means of communication, including telephone call, WhatsApp message, text message, email, or any other communication method submitted as a cancellation request. Cancellation is effective from the time and date the communication is received and acknowledged by a Glasgow Moving representative.
The scale of a change means the increase or alteration to the volume of Goods, number of items, number of employees, number of vehicles, labour hours, carrying distance, working duration, number of locations, access requirements, or physical resources required to complete the work.
The scope of a change means the type, complexity and operational effect of the change, including additional packing, dismantling, reassembly, disposal, storage, redelivery, project phasing, floor-plan changes, destination changes, urgent reorganisation, additional site management, additional risk management, back-office support, finance support, or coordination with third parties.
We will determine the applicable change category using the instructions received, site conditions, job sheets, photographs, messages, time records, vehicle records and project-management records. Where more than one category applies, the highest applicable category determines the charge.
The Client should anticipate significant additional charges and premium surcharges for requests made on the scheduled moving day. These rates are substantially higher than standard pre-planned rates due to immediate resource reallocation.
The Client must obtain all internal budget, purchase-order and finance approvals before instructing us to proceed with additional work. Where further finance approval is required, the Client must instruct us to stop work immediately while the matter is reviewed; all standing time, vehicle time, labour time, accommodation, storage, management time and third-party costs incurred during the stoppage will be chargeable.
Where the Client instructs us to continue, or permits the team to continue working, the Client accepts full responsibility for all resulting charges. We will not delay urgent operational decisions while the Client seeks internal approval after authorising the work. The Client has no right to withhold payment because its internal purchase order, finance approval or administrative process was not completed before the additional work was authorised. If a financial determination cannot be made, or the Client is uncomfortable providing clear instructions due to site issues, the Client should not give a go-ahead to proceed.
Every moving date, collection time, delivery time, project phase and working schedule stated in the Quotation is based on the information provided when the Quotation is issued. Where the Client changes a date, time, project phase, access arrangement, location or programme: we will charge a date-change and administration fee at the prevailing commercial rate; the cancellation charge in clause 10.2 will apply according to the notice provided; all non-refundable third-party costs remain payable; we will issue a revised Quotation using the rates applying on the revised date; the original crew, vehicles, equipment, subcontractors and time slots will not remain guaranteed; weekend, evening, overnight, bank-holiday, emergency and urgent-working rates will apply where relevant; and any increase in labour, management, travel, accommodation, storage or third-party costs will be added to the revised Quotation.
Before work starts, the Client must appoint an authorised representative who will remain available to provide instructions and approve decisions throughout the project, and must provide that person’s full name, job title or level of authority, telephone number and email address.
Instructions given by the Client’s director, manager, office manager, facilities manager, project manager, site manager or nominated site representative will be treated as authorised instructions from the Client unless we receive written notice stating otherwise before the instruction is given. Approval is valid when provided by email; WhatsApp or text message; recorded telephone call; signed job sheet or purchase order; project-management platform; or verbal instruction given to our team leader on site.
The Client must ensure that its authorised representative holds sufficient authority to approve operational changes and additional charges. Where an appointee is unavailable and a critical decision must be made, the Client accepts full liability for all resulting project-management, operational adjustment and communication costs incurred by us. The Client remains responsible for every instruction given by its authorised representative.
Where the Client or its authorised representative instructs or approves us to proceed, continue or change the work, we will carry out the work in accordance with those instructions and will invoice the Client accordingly. This includes instructions to: continue working beyond the agreed hours; supply additional employees or vehicles; carry out extra packing, unpacking, dismantling or reassembly; move items not included in the original inventory; wait for access, keys, lifts, loading bays or contractors; change the collection or delivery sequence, or add delivery locations; arrange storage or redelivery, or supply additional packing materials; carry out disposal or clearance work, or use specialist equipment; engage subcontractors; carry out additional project management or risk management; or complete any other work outside the original Quotation.
Once additional work has been approved and started, the Client must pay all resulting charges regardless of whether a separate written quotation was issued before the work commenced. The absence of a separately signed quotation will not cancel or reduce the Client’s obligation to pay for authorised additional work.
The Quotation is based on the inventory, access information, photographs, surveys, schedules, floor plans and instructions supplied by the Client before the Quotation is issued. Any additional services requested on the moving day will be subject to a premium short-notice surcharge and will not be billed at the original quoted rates, as they lack the necessary advance operational planning.
The Client acknowledges that commercial and office relocations take place in fast-moving environments involving landlords, building managers, IT contractors, fit-out teams, cleaners, security staff, lift operators and other third parties. We will not be responsible for delays caused by circumstances outside our direct control, and all time spent waiting or carrying out additional work because of these circumstances will be chargeable. Where the Client instructs us to remain on site, continue the project or adapt the programme, all resulting labour, vehicle, waiting, overtime, project-management, risk-management, administrative, travel, accommodation, storage and third-party costs will be invoiced to the Client.
We will accept or reject every urgent or last-minute change based on available labour, vehicles, equipment, safety requirements and operational capacity. No urgent or last-minute change forms part of the agreed Services until we accept the instruction. Once we accept, the Client must pay all associated charges, which may include additional labour and vehicle charges; overtime, out-of-hours or premium rates; additional project-management and risk-management charges; waiting-time and administrative charges; additional materials, disposal costs and multi-stop costs; and subcontractor charges, hotel and travel expenses, or storage and redelivery charges. The charge scale in clauses 10.3 and 10.4 will apply.
Where immediate action is required to protect people, property, equipment, the Client’s Goods, site safety or project continuity, we will take the necessary operational action and notify the Client as soon as the immediate risk has been controlled. The Client must pay all reasonable costs arising from that action.
The Client must meet all pre-move responsibilities, including providing an accurate inventory, securing parking permits, clearing access routes and backing up data. Every additional cost arising from the Client’s failure to meet these responsibilities will be charged directly to the Client.
The Client must safely disconnect, back up and secure all IT systems and confidential data prior to our arrival. We will not be responsible for lost or corrupted data unless the loss results directly from our failure to exercise reasonable care and skill.
The Client must pay all authorised and reasonably necessary third-party costs connected with the project, including permits, tolls, storage, specialist hires and disposal fees. Third-party costs already committed or incurred remain payable if the move is cancelled, postponed, delayed, reduced or changed.
All work outside the stated hours will be charged at our enhanced commercial rate. Where work exceeds the agreed timeline due to delays outside our control or scope changes, additional time will be billed at the prevailing commercial rate.
We will issue invoices in accordance with the actual scale and scope of the work carried out, the purchase order, or the commercial agreement, including any additional charges, premium operational surcharges or on-the-day variations. Approved additional services, waiting time, overtime, project-management services, risk-management services, materials, accommodation, storage and third-party costs will be included in the final invoice or invoiced separately.
The Client must pay every undisputed invoice amount by the due date; a dispute relating to one item does not entitle the Client to withhold the remaining balance. We will charge statutory interest, fixed compensation and reasonable debt-recovery costs on overdue business invoices, and will suspend further work, delivery, redelivery or release from storage until all overdue amounts are paid in cleared funds.
We will not be responsible for indirect or consequential business losses, including loss of profit, revenue or data, or business interruption, unless expressly agreed in a separate written agreement.
The Client accepts this clause 10 by any of the following: approving or signing the Quotation or agreement; issuing a purchase order; paying a deposit, booking fee or invoice; confirming the booking in writing, including by email, WhatsApp or text; instructing us to reserve resources or begin or continue work; or allowing us to commence the Services on site. The person accepting the Quotation confirms that they hold authority to bind the Client.
11.1 Any arrival or delivery time provided is an estimate only. Time is not of the essence unless expressly agreed in writing by a director.
11.2 If delays occur and a timeslot is missed, no refunds are available, without prejudice to any non-excludable statutory rights.
11.3 Long-distance and staged delivery. For moves above 150 miles, delivery may be next-day. For moves above 300 miles, delivery may take up to two days. Operational staging may be used for safety and compliance reasons, including driving hours, welfare and road conditions.
11.4 We are not liable for delays caused by events outside our reasonable control, including traffic, accidents, road closures, weather, port congestion, industrial action, customs activity and third-party failures.
11.5 Estimated arrival times. All collection and delivery times are estimates only and are not guaranteed unless expressly agreed in writing. Long-distance removals are particularly susceptible to delays arising from circumstances beyond our reasonable control, including traffic congestion; road closures; diversions; road traffic accidents; police incidents; severe weather; storms; flooding; snow or ice; heatwaves; vehicle restrictions; bridge restrictions; ferry delays; customs inspections; government restrictions; breakdowns not caused by our negligence; and any other unforeseen operational event. We shall not be liable for complaints, compensation or refunds solely because estimated arrival or delivery times change due to events beyond our reasonable control.
12.1.1 If you require liability above the default limits set out in this clause, you must advise us in writing of the total value of the Goods prior to commencement of the Services and purchase Extended Liability Cover in accordance with clause 12.3.
12.1.2 Subject always to clauses 12.6 and 17, and to the extent permitted by law, where loss of or physical damage to the Goods occurs while the Goods are in our care, custody or control, and such loss or damage is caused by our negligence or breach of contract, our liability shall be limited as set out below.
12.1.3 Unless you purchase Extended Liability Cover under clause 12.3, our maximum liability shall not exceed £25 per box and/or £50 per item, and in all cases shall not exceed £1,000 for the full move, or such other amounts as may be expressly stated in the accepted Quotation.
12.1.4 For the purposes of this clause, a “box” means a sealed carton, container or package prepared for transport, whether packed by you, by us or by any third party; and an “item” means a single article, object or piece of furniture not contained within a box.
12.2.1 Where liability applies, it is limited to the reasonable cost of repair or the current depreciated replacement value of the Goods, taking into account age, condition and market availability, whichever is lower.
12.2.2 You shall provide reasonable evidence of ownership, age, condition and value of any item claimed for, failing which we may decline or limit the claim.
12.2.3 No liability is accepted for sentimental value, special value or personal attachment.
12.3.1 Extended Liability Cover may be purchased for an additional fee. It is a contractual allocation of risk only. It is not insurance and is not regulated by the Financial Conduct Authority.
12.3.2 There is no fixed upper limit set by us for the value for which Extended Liability Cover may be arranged; however, any such cover is subject to our written acceptance, applicable pricing, operational limits and, where relevant, third-party terms.
12.3.3 For high-value, fine art, antique or specialist moves, we may arrange specialist cover via third parties, subject to their terms.
12.3.4 You must provide full and accurate declared values prior to commencement.
12.3.5 Extended Liability Cover is calculated on the basis of the declared value and the applicable rate advised.
12.3.6 Unless agreed otherwise, Extended Liability Cover increases our maximum liability only to the agreed amount; does not apply to excluded Goods or excluded causes; and does not apply to items packed by you unless damaged by external physical impact caused by our negligence.
12.3.7 Under-declaration of value reduces liability proportionately.
12.4.1 There is no liability for excluded Goods, pre-existing damage, data loss, or excluded causes under clause 17.
12.4.2 A £100 deductible per claim applies unless agreed otherwise.
12.5.1 Claims must be notified in accordance with clause 13.
12.5.2 You must mitigate loss and must not repair or dispose of items without our consent.
Where you have selected Standard Protection Cover and have not purchased our professional packing service, you are responsible for ensuring that all Goods are correctly packed before collection. Protection Cover applies only where Goods have been packed using suitable packing materials and accepted packing methods. We reserve the right to refuse Protection Cover where, in our reasonable opinion, Goods have not been adequately packed for transportation.
Where we identify inadequately packed Goods before loading, we may refuse to transport the Goods; request that you repack them; offer professional packing services at an additional cost; or transport the Goods only after you accept the associated risks in writing.
Fragile items require additional protection due to their increased risk of damage during transportation. Fragile items include, but are not limited to: televisions; computer monitors; laptops; mirrors; glass tables; glass shelves; picture frames; artwork; paintings; photographs; ceramics; china; porcelain; glassware; drinking glasses; wine glasses; plates; bowls; cups; vases; ornaments; clocks; lamps; marble items; stone decorative items; musical instruments; and any similar delicate or breakable item.
You must ensure that fragile items are packed using suitable protective materials including, where appropriate: strong double-walled cardboard moving boxes; bubble wrap; packing paper; foam sheets; foam corner protectors; moving blankets; protective foam padding; air cushions; packing peanuts; and heavy-duty packing tape. Each fragile item should be individually wrapped before being placed inside a box, and all empty spaces within the box should be filled with suitable cushioning material to prevent movement during transport.
Boxes containing fragile items must be securely sealed; not overloaded; within safe lifting weights; and clearly labelled “FRAGILE” on at least two sides and the top of the box.
Televisions require specialist protection during transportation. Unless professionally packed by us, you must ensure that televisions are disconnected before collection; packed in the original manufacturer’s packaging wherever available, or alternatively in a purpose-built television transit carton or heavy-duty double-walled television box; protected using foam corner protectors; wrapped using bubble wrap or padded moving blankets; secured so that movement inside the box is prevented; clearly labelled “FRAGILE — TELEVISION”; and transported in an upright position wherever reasonably practicable. Where suitable packaging has not been used, Protection Cover shall not apply.
Furniture requiring dismantling or reassembly shall only be dismantled or reassembled where this service has been expressly included within the Quotation. Although we will exercise reasonable care, we accept no liability for damage arising from previous assembly or dismantling; age-related deterioration; weakened joints; loose fittings; stripped screws; structural weakness; movement after reassembly; inherent manufacturing defects; or the normal limitations of flat-pack furniture.
This includes, without limitation, chipboard, MDF, particleboard, veneer and ready-to-assemble furniture and similar manufactured wood products. You acknowledge that such furniture is not designed to withstand repeated dismantling and reassembly and may weaken despite reasonable care being exercised.
Protection Cover does not apply to scratches; dents; chips; cracks; stains; structural weakness; repairs; deterioration; faded finishes; missing parts; or any other damage existing before collection. We reserve the right to inspect and photograph Goods before transportation to record their condition.
Where Goods have been packed by you or by any third party, we accept no liability for damage resulting from inadequate packing; unsuitable boxes; insufficient protective materials; overloaded boxes; poor sealing; movement within boxes; failure to label fragile items; or improper packing methods. Protection Cover shall apply only where damage results directly from proven negligence by us.
Regardless of the level of Protection Cover selected, we shall not be liable for loss or damage arising from: inadequate packing carried out by you or any third party; pre-existing damage or deterioration; inherent defects; structural weakness; normal wear and tear; age-related deterioration; latent defects; flat-pack furniture failure; chipboard, MDF or particleboard furniture deterioration; electrical or mechanical failure not directly caused by our negligence; software corruption or loss of data; sentimental value; undeclared high-value items; items moved against our reasonable advice; customer-packed fragile items; televisions packed without appropriate transit protection; or any exclusion otherwise contained within these Terms.
We shall determine, acting reasonably, whether Goods have been adequately packed, based on the condition of the packaging presented at the time of collection. Where we reasonably consider that Goods have not been packed in accordance with these Terms, we may decline Protection Cover for those Goods or require additional protective packing before transportation.
Where you select a one-man moving service, you acknowledge that only one member of our staff will attend. If you, or any third party acting on your behalf, assist with lifting, carrying, loading, unloading or moving any Goods, you accept full responsibility for any loss or damage arising during such assistance.
Protection Cover shall not apply to any item where you assist with lifting or carrying; a friend, family member or third party assists with lifting or carrying; or you instruct our employee to move Goods with assistance from anyone other than another authorised employee of ours. We shall not be liable for any injury, damage or loss arising from such assistance except where directly caused by our negligence.
We may occasionally be asked to move Goods through restricted access, including narrow doorways, staircases, tight corners, balconies, windows or other confined areas. Where we advise that there is an increased risk of damage due to access restrictions and you nevertheless instruct us to proceed, the Goods shall be moved entirely at your risk. Protection Cover shall not apply to any damage resulting directly from your instruction to proceed against our reasonable advice. We may require you to sign a Waiver before undertaking such work, and where you refuse to sign, we reserve the right to refuse to move the relevant item.
Where furniture or other Goods cannot reasonably pass through doors, corridors, staircases, lifts or other access points without increased risk of damage, we may recommend dismantling the item; removal of doors or fittings; specialist lifting equipment; hoisting; crane services; or an alternative access route. Where you decline our recommendation and instruct us to proceed using an alternative method involving increased risk, any resulting damage shall not be covered under the applicable Protection Cover.
13.1 Inspection and notification. You must inspect the Goods upon delivery so far as reasonably practicable. If you allege loss or damage, you must submit written notice with supporting photographs within 48 hours of completion of the move, or of release from storage where applicable.
13.2 We may reject claims submitted outside this timeframe and/or where insufficient evidence is provided. This clause does not affect any non-excludable statutory rights you may have as a consumer.
13.3 Where you sign delivery documentation without noting apparent damage, that shall constitute persuasive evidence that the Goods were delivered in apparent good order, save for concealed damage notified in accordance with clause 13.1.
13.4 You must retain damaged items and allow reasonable inspection by us or our appointed assessor. You must not dispose of or repair items prior to inspection without our written consent.
14.1 Other than by reason of our negligence or breach of contract, we are not liable for delays in transit.
14.2 If, through no fault of ours, we are unable to deliver, we may store the Goods, and all additional services including storage, handling and redelivery shall be at your expense.
15.1 We shall have a general and particular lien and right of retention over some or all of the Goods for all sums due to us, whether under this Agreement or otherwise, and may refuse release or redelivery until payment is made in full.
15.2 While Goods are held, you are liable for storage charges and all reasonable costs incurred in recovery.
15.3 If sums remain unpaid for 28 days after written demand, or sooner where reasonable due to accruing charges, we may sell or dispose of some or all of the Goods and apply the proceeds to sums due, including the costs of sale or disposal. Any balance shall be paid to you; any shortfall remains payable by you.
16.1 International moves may require customs declarations, permits, inspections and port or terminal processes outside our control.
16.2 Unless stated, the Quotation excludes customs duties, taxes, demurrage and detention, inspections and governmental fees.
16.3 You are responsible for obtaining all documentation and ensuring compliance with import and export requirements.
16.4 We are not liable for seizure, confiscation, inspection delay or damage caused by customs or government agencies unless directly caused by our negligence.
16.5 Where Goods are delayed by customs or port processes, you shall be responsible for all additional storage, handling, demurrage, detention and redelivery costs.
17.1 Except where loss or damage is caused by our negligence or breach of contract, we shall not be liable for loss, damage, cost or expense arising from:
17.2 Where liability does arise, it is strictly limited in accordance with clause 12 and shall not exceed any applicable contractual cap and/or any Waiver executed under clause 9.
17.3 Our liability, where any exists, shall cease upon delivery of the Goods to the delivery address or, where applicable, upon placement of the Goods into storage.
17.4 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be excluded or limited.
18.1 Where we cause damage to premises or property other than the Goods as a result of our negligence or breach, our liability shall be limited to making good the damaged area only.
18.2 We shall not be liable for damage arising from moving Goods in accordance with your express instructions where we advised you of the risk.
18.3 You must notify us of alleged premises or property damage as soon as reasonably practicable and in any event within 48 hours, with supporting photographs.
19.1 By entering into the Agreement, you warrant that the Goods are your property, or that you have full authority from the owner and any interested party to contract on these Terms; that the Goods are free from any undisclosed legal charge, lien or encumbrance; and that you have made the owner or interested party aware of these Terms and they have agreed to them.
19.2 You shall indemnify us against all loss, claim, demand, liability, cost or expense arising from a breach of clause 19.1.
19.3 If any third party acquires or asserts an interest in the Goods, you must notify us immediately in writing.
20.1 We may subcontract the whole or any part of the Services at our discretion.
20.2 These Terms apply to Services performed by subcontractors to the fullest extent permitted by law.
20.3 We are not responsible for the acts or omissions of third parties where loss or delay arises from circumstances beyond our reasonable control.
20.4 Third-party specialists appointed on your behalf. Where, at your request or for operational convenience, we arrange, introduce or book a third-party specialist — including plumbers, electricians, engineers, carpenters, AV installers, riggers, art handlers, IT specialists or other trades — to perform specialist works, you acknowledge that such specialist is not providing services as our employee, and we do not warrant or guarantee the specialist’s work.
20.5 Unless expressly stated otherwise in writing, any specialist works are performed under a separate contract between you and the specialist, and you shall be responsible for agreeing scope, timings, costs and suitability directly with that specialist. Where we collect payment on behalf of a specialist, we do so solely as agent for convenience.
20.6 To the fullest extent permitted by law, we shall have no liability for any act, omission, negligence, breach, delay, defect, damage or loss arising from or in connection with specialist works performed by third parties, even where we introduced, recommended or arranged the specialist, save that nothing in this clause excludes liability for our own negligence in selecting or instructing the specialist where such liability cannot lawfully be excluded.
20.7 You shall indemnify us against any claims, losses, liabilities, costs and expenses arising from specialist works, except to the extent caused by our negligence.
21.1 We shall not be liable for any failure or delay caused by events beyond our reasonable control, including war, terrorism, civil unrest, strikes, industrial action, pandemics, fire, flood, severe weather, road closures, accidents, port congestion, customs delays, government action, cyber incidents affecting critical infrastructure, or failures of utilities or transport networks.
21.2 Performance shall be suspended for the duration of the force majeure event. Either party may terminate the Agreement if the event continues for an unreasonable period.
22.1 Where you contract in the course of a trade, business, craft or profession (a “Business Customer”), the Services are supplied strictly on the agreed scope set out in the accepted Quotation and/or written schedule.
22.2 Any work, Goods, volume, access conditions, time on site, staffing, vehicle requirements, packaging materials, specialist handling, storage, redelivery, waiting time, permits, compliance requirements or services not expressly included shall be treated as a variation and incur additional charges. We may refuse to perform out-of-scope services until revised charges are agreed and/or paid.
22.3 No employee, driver or subcontractor may vary scope, pricing or liability on site unless confirmed in writing by an authorised officer.
22.4 To the fullest extent permitted by law, we shall not be liable, whether in contract, delict, tort, breach of statutory duty or otherwise, for loss of profit, revenue, contracts, goodwill, anticipated savings or opportunity, for business interruption, or for any indirect or consequential loss.
22.5 VAT is payable in addition where chargeable unless expressly stated otherwise.
22.6 Entire agreement. The Agreement constitutes the entire agreement between the parties and supersedes all prior discussions, representations and arrangements. Any terms you seek to impose, including purchase order terms, are excluded unless expressly accepted in writing by a director.
23.1 If you cancel or postpone, we may charge a postponement or cancellation fee proportionate to the losses incurred, time reserved and costs committed.
23.2 Charges are calculated by reference to the notice given, in Working Days, as a percentage of the agreed price:
Where you are a commercial or office move client, the scale in clause 10.2 applies instead of this clause 23.2.
23.3 Date changes and re-quoting. Where dates or times are changed at short notice, a percentage of the booking fee may be payable and/or the scale above may apply, and we may re-issue the Quotation at prevailing rates.
23.4 Pass-through and committed costs. Where, prior to cancellation or postponement, we have incurred, committed to, ordered or paid for any non-refundable or time-sensitive costs in connection with the Services — including packing materials, export wrapping, crates, cartons, consumables, container booking fees, shipping line charges, ferry bookings, port and terminal reservations, permits, parking suspensions, crew accommodation, specialist equipment hire, storage charges or third-party contractor deposits — you shall remain liable for such costs in full and shall reimburse us immediately upon demand. Such sums are due as a debt and are not subject to mitigation where they are genuinely non-refundable.
23.5 Nothing in this clause affects any statutory right of cancellation you may have as a consumer.
24.1 Title. Title to the Goods remains with you at all times.
24.2 Risk. Risk of loss of or damage to the Goods shall pass to you upon the earlier of delivery at the delivery address, or placement of the Goods into storage, including emergency storage, for any reason.
24.3 Where you instruct us to leave Goods unattended, at unoccupied premises, or without a responsible recipient, all risk in the Goods shall pass to you at the time we comply with that instruction.
25.1 If Goods are undeliverable or remain uncollected and you fail to provide reasonable instructions and/or fail to pay sums due, we may give written notice requiring collection or payment within 30 days, or such shorter period as is reasonable given accruing charges.
25.2 If you fail to comply, we may treat the Goods as abandoned and may sell, dispose of, donate or otherwise deal with them as we consider appropriate. You remain liable for all sums due up to disposal, and for any shortfall after application of sale proceeds.
25.3 This clause is without prejudice to our lien and disposal rights under clause 15.
26.1 You authorise us, and our employees, agents and subcontractors, to photograph, film, record and otherwise capture images, audio and video of the Goods, the premises, and the performance of the Services, for the purposes of inventory, condition recording, operational records, evidence, training, quality control, and marketing and promotion, including online content.
26.2 You grant us a worldwide, perpetual, irrevocable, royalty-free licence to use, reproduce, store, edit, adapt, publish, distribute and communicate such images and recordings in any media now known or later developed, including websites, social media, advertisements and promotional materials, without compensation to you.
26.3 Opt-out. If you do not consent to the use of such content for marketing, promotional or online purposes, you must notify us in writing prior to commencement of the Services. In the absence of such written notice, your consent shall be deemed given.
26.4 Any opt-out under clause 26.3 shall not restrict our right to capture and retain images and recordings strictly necessary for inventory, condition, evidential, legal, compliance or dispute-resolution purposes.
27.1 Each party shall comply with applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018, as amended.
27.2 We may process personal data to the extent necessary to perform the Services, administer the Agreement, manage logistics, handle claims and complaints, prevent fraud, and comply with legal obligations.
27.3 You confirm that you have authority to provide the personal data of any other individuals — for example family members, landlords, agents or recipients — and that you have provided them with appropriate notice that such data may be shared with us for performance of the Services.
27.4 Where we engage subcontractors and third-party agents, including shipping agents, storage providers and customs brokers, you authorise us to share the necessary personal data for the purposes of performing the Services.
28.1 We may require reasonable evidence of identity, authority, ownership, occupancy and/or right of access — including photo ID, proof of address, tenancy or completion documents, or written authority — before or during performance.
28.2 We may refuse to commence or may suspend the Services without liability where requested verification is not provided within a reasonable time; where we reasonably suspect fraud, illegality or lack of authority; or where we reasonably consider that proceeding would expose us to legal, safety or compliance risk. Any resulting costs, waiting time, storage and rescheduling charges shall be payable by you unless caused solely by our negligence.
29.1 Written notice required. Any complaint, dispute or claim must be notified to us in writing with reasonable supporting information, including photographs where relevant.
29.2 Notices must be sent to us using the details on our contact page, or to such other address as we notify in writing.
29.3 You agree to allow up to 14 days from receipt of a complete written complaint for us to investigate and respond. Where further information is required from you, that period shall be extended by the time reasonably required to obtain it.
29.4 Nothing prevents either party from pursuing legal remedies; however, you agree to provide a reasonable opportunity to resolve the matter before commencing proceedings, except where urgent relief is required.
30.1 These Terms and the Agreement, and any non-contractual disputes or claims arising out of or in connection with them, shall be governed by and construed in accordance with the law of Scotland.
30.2 The parties submit to the exclusive jurisdiction of the courts of Scotland. Where you contract as a consumer resident elsewhere in the United Kingdom, nothing in this clause deprives you of the protection of the mandatory rules of law of your place of residence, or of your right to bring proceedings in the courts of that place.
31.1 If any provision or part-provision of these Terms is found by a court or competent authority to be invalid, unlawful or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If such modification is not possible, it shall be deemed deleted.
31.2 Any modification or deletion shall not affect the validity and enforceability of the remaining provisions, which shall continue in full force and effect.
32.1 Clauses 8 (Payment), 9 (Waivers), 12 (Liability), 13 (Claims time limits), 15 (Lien and disposal), 17 (General exclusions), 22 (Business customers), 23.4 (Committed costs), 26 (Content rights), 27 (Data protection), 28 (Anti-fraud), 29 (Complaints and disputes), 30 (Governing law) and 31 (Severability) shall survive termination or cancellation of the Agreement, howsoever arising.
Questions about these Terms, and any complaint, claim or notice given under them, should be sent to us using the form on our contact page.