Terms and Conditions

1. Introduction

Welcome to Collect Removals. These Terms and Conditions apply to the use of our website and the removals, man and van, office relocation, waste removal and related services we provide.

By requesting a quotation, making a booking or using our services, you agree to these Terms and Conditions.

In these terms, “we”, “us” and “our” refer to Collect Removals, and “you” and “your” refer to the customer booking or using our services.

Please read these terms carefully before making a booking. If you have any questions, please contact us before confirming your service.

2. Our Services

Collect Removals provides services that may include:

• Domestic and house removals.
• Office and commercial removals.
• Man and van services.
• Furniture collection and delivery.
• Waste removal and property clearance.
• Transport of household and business belongings.
• Other related services agreed at the time of booking.

The exact services provided will depend on your quotation and booking confirmation.

Any additional work requested on the day may incur extra charges. We will explain any additional costs and obtain your agreement before proceeding wherever reasonably possible.

3. Quotations and Bookings

All quotations are based on the information supplied by the customer, including the type and quantity of items, collection and delivery addresses, access conditions, distance travelled and any additional requirements.

It is your responsibility to provide accurate and complete information when requesting a quotation.

If the job differs significantly from the details originally provided, including additional items, difficult access, extra stops or longer travel distances, the price may need to be revised.

Where a change to the price is necessary, we will discuss this with you before carrying out the additional work.

A booking is confirmed once we have accepted your booking and communicated confirmation to you.

Quotations are valid for the period stated on the quotation. If no period is specified, please contact us to confirm that the quoted price remains available.

4. Pricing and Payments

Our prices will be communicated to you before your booking is confirmed.

Where applicable, our advertised hourly rate is £80 per hour for a Luton van with one or two people, with a minimum booking of three hours. The first 20 miles are included, and additional mileage is charged at £1.20 per mile.

Your individual quotation or booking confirmation will set out the applicable rates and any agreed additional charges.

Payment terms will be communicated before your booking is confirmed. Depending on the agreed arrangements, payment may be required before, during or immediately after the service.

Where a deposit is required, the amount and payment deadline will be explained at the time of booking.

We reserve the right to charge for additional work, waiting time or mileage where these charges have been disclosed and agreed in accordance with the booking arrangements.

Nothing in these terms excludes any rights you may have under applicable consumer law.

5. Cancellation Policy and Refunds

We understand that plans can change. If you need to cancel your booking, please contact us as soon as possible using the contact details provided in your booking confirmation.

Cancellations Made at Least 24 Hours in Advance

To qualify for a refund under our standard cancellation policy, you must notify us of your cancellation at least 24 hours before the scheduled start time of your booking.

Where the cancellation qualifies for a refund, any payment or deposit received for the cancelled service will be refunded, subject to any deductions that are lawful and were properly disclosed and agreed in advance.

Refunds will be processed using the original payment method wherever possible.

Cancellations Made Less Than 24 Hours in Advance

Cancellations made less than 24 hours before the scheduled start time may not qualify for a refund under our standard cancellation policy.

This is because late cancellations can result in reserved vehicle time, staffing costs and other expenses that we may be unable to recover.

Any cancellation charge or amount retained will be subject to applicable consumer law and must be fair and proportionate to the circumstances. We will not apply this policy to remove any cancellation or refund rights that you are legally entitled to exercise.

Statutory Cancellation Rights

Depending on how and when your booking is made, you may have statutory cancellation rights under UK consumer law, including rights relating to certain distance or off-premises contracts.

Where such rights apply, they will take precedence over any conflicting provision in this policy.

If you ask us to begin providing a service during a statutory cancellation period, additional rules may apply concerning your express request, any payment due for work already carried out and your rights if you subsequently cancel.

Cancellations by Collect Removals

If we need to cancel a booking and cannot agree a suitable alternative date or arrangement with you, we will refund payments received for the service we are unable to provide.

This does not affect any other rights or remedies you may have under applicable law.

6. Rescheduling a Booking

If you need to change your moving date or time, please contact us as early as possible.

We will make reasonable efforts to accommodate your request, subject to availability.

Changes requested less than 24 hours before the scheduled start time may not be possible and may result in reasonable, lawful charges where applicable. We will explain any additional charges before confirming the change.

A rescheduled booking will be subject to the revised arrangements agreed between you and Collect Removals.

7. Customer Responsibilities

To help ensure that your move runs smoothly, you agree to:

• Provide accurate collection and delivery addresses.
• Inform us of access restrictions, parking difficulties, stairs, lifts and other relevant conditions.
• Tell us about unusually heavy, fragile, valuable or awkward items before the move.
• Ensure that items are packed and ready for transport where packing is not included in the agreed service.
• Arrange any necessary parking permissions or permits unless otherwise agreed.
• Ensure that we have safe and reasonable access to the property and items.
• Inform us of any special handling requirements before the service begins.

If inaccurate information, unsafe conditions or restricted access cause delays or additional work, additional charges may apply where these have been properly agreed.

8. Packing and Preparation

Unless expressly included in your quotation, packing, unpacking, dismantling and reassembly are not included in our services.

Customers should ensure that their belongings are suitably packed for transport and that fragile items are protected.

Please notify us in advance if you require help with packing, furniture dismantling or reassembly so that we can confirm availability and any additional costs.

We may decline to transport items that are inadequately packed or that present a safety risk.

9. Furniture and Item Handling

We will take reasonable care when handling, loading, transporting and unloading your belongings.

Customers must identify fragile items, particularly valuable possessions and any items requiring specialist handling before work begins.

We may refuse to move items that are unsafe to handle, excessively heavy for the available equipment or unsuitable for our vehicles.

Where furniture dismantling or reassembly is agreed, we will explain the scope of that service before proceeding.

Customers are responsible for backing up electronic data and protecting sensitive information stored on computers, phones and other electronic devices before transport.

10. Damage, Loss and Liability

We will exercise reasonable care and skill when providing our services.

If an item is damaged or lost while in our care, please notify us as soon as reasonably possible and provide details and any supporting photographs or documentation.

We will investigate reported issues and respond in accordance with our legal obligations and any applicable insurance arrangements.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Subject to applicable law, we are not responsible for damage arising from pre-existing defects, inherent weaknesses, inadequate customer packing or circumstances outside our reasonable control, except where our own acts or omissions give rise to liability.

Any applicable liability limits, exclusions or insurance arrangements will be communicated separately where required and will not override your statutory rights.