These conditions set out the rights, obligations and responsibilities of the Remover (‘we’, ‘us’ or ‘our’) and the Customer (‘you’ or ‘your’). These terms and
conditions can only be changed with the prior written agreement of both the Remover and the Customer. It is important that you read them carefully.
1.0 Our quotation is an inclusive price. This includes fixed prices and hourly rates where applicable.
2.0 We reserve the right to amend the price stated in the quotation to take account of changes of circumstances which were not taken into account when
preparing our quotation and are confirmed to us in writing. Such factors may include the following :-
(a) Where the work is not carried out within 3 months of the date stated in the quotation. A revised quotation will be provided. Any increases will match
net cost increases.
(b) Increased costs resulting from currency fluctuations or changes in taxation, freight charges or increased road fuel prices.
(c) We have to collect or deliver goods at your request to above ground and first floor and were not made aware of this at time of quotation.
(d) We supply any additional services.
(e) The work is carried out outside normal working hours (9.00am to 5.00 pm) at your request after the quotation is given.
(f) We are requested to provide additional services not included in the quotation, including the moving and/or storing of extra goods. This may
include situations where we are provided with an incorrect inventory or where we were not made aware of additional items at the time of our
survey or items previously excluded from our quotation are presented for removal and/or storage.
(g) We are unable to access the collection or delivery point or such access is inadequate or inappropriate for our vehicles. If access is not possible then
we may offer the alternative for you to hire at your expense a smaller vehicle. We will then tranship the load piece-meal and will charge for the
extra time needed on a pro rata basis. If our driver is required to drive the hired vehicle then all insurance cover for the vehicle and goods carried
must be organised and paid for by yourselves.
(h) We have to pay parking, parking penalty charges or any toll or congestion charges unless the charge is issued as a result of our negligence.
(i) There are delays or events outside of our reasonable control which increase the cost or resources required to complete the work.
(j) If access to your new property cannot be gained before 2pm on the day of delivery (including waiting for previous owners to vacate), we will charge
£60 plus VAT per hour or part thereof until we gain access to the property.
(k) You agree to pay any reasonable charges arising from the above circumstances.
2.1 Our quotation does not constitute a contract and accordingly there is no contact between us until you have accepted our quotation and instructed us.
The contract will then be on these Terms and Conditions.
2.2 Where the price needs to be amended, an updated quotation will be provided as soon as possible.
2.3. If you do not wish to proceed with the increased price, then you do have the right to cancel within 14 days. Any monies paid will be refunded. However, if
you have already given written approval for the work to begin before the end of the cancellation period then you will be required to pay for goods or services already provided. If you wish to cancel the contract you must do so in writing to the Director. The notice of cancellation is deemed to be served as soon as it is posted or the day it is sent as an electronic communication (e.g. email).
3.0 Unless otherwise agreed in writing the following is not included in the quotation:-
(a) Dismantling or assembly of any items of furniture including garden structures and items.
(b) Disconnecting, reconnecting, dismantling or reassembling any appliances, fixtures, fittings or equipment.
(c) Taking up or removal of fitted floor coverings.
(d) The movement of any item or items which our staff reasonably believe they cannot move safely, whether due to its nature or position.
(e) You are recommended to make arrangements for any such work to be provided for separately.
(f) Removal of items directly from the attic. Please ensure all items are brought down in readiness for your move. Alternatively, you may pass
items down to our workers on moving day.
3.1 If you have requested and paid for a dismantling and/or reassembling service it is on the express understanding that as we are dealing with previously
erected goods, whilst all care will be taken, we will not be liable for any damage howsoever caused.
4.0. You must:-
(a) Declare in writing to us the value of the goods being removed (unless you elect for our standard liability which is limited to £50
per item as set out in clause 10.0).
(b) Obtain at your own expense all permissions, consents, licences, permits or customs documents required for the removal of the goods.
(c) Be present either personally or through an authorised representative during the collection and delivery process.
(d) Prepare and stabilise all appliances and electronic equipment prior to their removal.
(e) Disconnect all household/garden appliances (e.g. washing machines) and ensure they are clean and dry for safe transportation.
(f) Take reasonable precautions to prevent the unauthorised removal of goods not belonging to you and check to ensure that all your goods are
(g) Provide proper protection for goods left unattended or in unoccupied premises.
(h) If you have elected to pack yourself then all packing is to be completed by the time of commencement of the move. If this has not happened and it
adds unforeseen time to the move then extra charges will apply pro rata to price quoted. This is calculated by taking the price quoted, dividing it by 8
standard working hours which gives our hourly rate (e.g. £840 ÷ 8 = £105 per hour).
(i) Empty, defrost and clean refrigerators and freezing equipment.
(j) Ensure lamps, lampshades, bulbs, vases, statues, pictures and mirrors are suitably protected for safe transportation.
(k) In addition you must provide us with contact details during the removal process including transit of goods and/or storage to the point of delivery.
4.1 We will not be liable for any loss, damage, cost or additional expense that may occur as a result of your failure to fulfil these obligations unless by
reason of our own negligence or breach of contract.
Ownership of Goods
5.0 You confirm to us that the goods being removed are your property or that you have the authority of the owner to enter into this contract in relation to the
removal of the goods and storage thereof.
5.1 You undertake to indemnify us for any claims and keep us indemnified against any claims resulting from any breach by you of clause 5.
6.0 Unless previously agreed by us in writing by a director the following items are excluded from this contract and will not be removed and/or stored:-
(a) Prohibited, stolen goods, drugs, pornographic material, potentially dangerous, damaging or explosive items such as aerosols, paints and
firearms and/or ammunition. Also gas in any form or bulk liquids including oils, fuels and/or cleaning products.
(b) Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or collections of any similar kind.
(c) Any goods likely to encourage vermin or other pests or to cause infestation or contamination.
(d) Perishable items and/or those requiring a controlled environment or refrigerated or frozen food or drink.
(e) Animals, birds, reptiles, fish and plants.
(f) Goods which are dirty, unhygienic and hazardous to health. We accept no liability for refusing to move such goods.
(g) Goods requiring any licence or government consent for export or import or any movement contemplated within the removal.
6.1 If we do agree to remove any such goods we will not accept any liability for loss or damage unless we are negligent or in breach of contract. If you submit any such goods without our knowledge we will make them available for your collection and if you do not collect such goods within a reasonable time we reserve the right to take further steps in relation to the disposal of any such goods. You must indemnify us against any additional charges, expenses, damages, costs or claims incurred by us as a result.
7.0 We are happy to take provisional dates for moving days but please note that this does not form a guaranteed booking (‘confirmed fixed booking’).
7.1 Confirmed fixed bookings are made on a first come, first served basis and are subject to availability.
7.2 When you know your definite moving date, you can secure the date with a confirmed fixed booking with a 10% non-refundable deposit. Deposits are
payable at the time of booking by way of cleared payment.
7.3 If your move goes ahead on the confirmed fixed date, your deposit amount will be deducted from your final bill.
7.4 If your confirmed fixed date changes, you will need to secure your new date with a further 10% deposit.
7.5 For hourly rate removals, an upfront non-refundable payment is required for the first 2 hours of the booking by way of a deposit. Any remaining balance
will be payable on the day of the removal.
7.6. Storage bookings are made on a first come first served basis and are subject to availability. To book storage with us, we will require an advance payment of your first four weekly storage charges.
Postponement and Cancellation
8.0 If this agreement is postponed or cancelled by you, we reserve the right to charge you a reasonable fee depending on the amount of notice given. These
fees are as follows:-
(a) No charge more than 10 working days before before your booked move date.
(b) Not more than 30% between 5 and 10 working days (inclusive) before your booked move date.
(c) Not more than 60% 5 working days before your booked move date.
(d) Not more than 75% within 24 hours of your booked move date.
(e) Not more than 100% on the day of the booked move or after commencement of services.
8.1 “Working days” refer to a standard working week of Monday to Friday and excludes weekends and bank holidays.
8.2 We charge these fees based upon losses incurred due to the cancellation/postponement (e.g. administration costs, engaging employees to work and
being unable to rebook the slot).
8.3 If key exchange does not happen or access is not gained at 5pm on the removal day after we have loaded then we will arrange storage for your
goods at your cost. We will then reorganise your re-delivery at the same cost to you of the original booked move.
9.0 You must pay our charges in advance of the removal or storage period. We reserve the right to refuse commencement of the removal or storage until
payment has been received.
9.1 We reserve the right to ask for full advance payment at the time of booking on some national and international removals. We will inform you in writing if this is required.
9.2 You must not withhold any part of the agreed price.
9.3 We reserve the right to charge interest on overdue amounts. Interest is charged on a daily basis calculated at 4% per annum above the prevailing
base rate for the time being of the Bank of England.
9.4 Payment terms may only be varied with our written agreement in advance.
Our Liability for Loss or Damage
10.0 Our liability for negligence or breach of contract or otherwise under common law in relation to the removal of your goods is limited to the value declared to us under Clause 4 (a) or £100,000 (£20,000 per vehicle load) whichever is the least. If no such value is declared, or if you so elect for ‘standard liability’, the
maximum amount is £50 per item. In this respect an item is defined as any one article, suite, pair, set, complete case, package, carton or other container.
These limits may affect the quotation.
10.1 We are not liable on a ‘new for old‘ basis for any lost or damaged goods.
10.2 We shall not be liable to the extent that loss or damage is caused or contributed to by moving goods under your express instructions against our
advice and in a manner that is likely to cause damage.
10.3 You must notify us within seven days of any damage to premises and to goods for removal.
10.4. In the event of a claim being made for a damaged item, it is on the express understanding that the damaged item becomes the property of O’ Connor & Co Removals Ltd upon receipt of payment to you or replacement of the damaged item.
10.5 We may offer at an extra charge of £60.00 ‘extended liability’ cover. This amount may occasionally be offered at a discounted price. Extended Liability
must be agreed prior to the move and will cover as standard goods up to the value you request to a maximum of £100,000 (£20,000 per vehicle load). An
excess of £50 will apply to any claims within this warranty. With this cover a valuation must be given by yourself on the Valued Inventory Form provided.
We recommend this option as giving you the most comprehensive cover.
10.6 The moving of flat pack furniture will be carried out with reasonable care and skill, however, flat pack furniture can be prone to damage when moved. We shall not be liable for damage to flat pack units that we are asked to move in their completed state, unless the damage is caused by our negligence.
10.7 We shall not be liable for scuffs or other removal marks to soft furnishings and/or mattresses that are not protected or that we have not been requested
to supply and fit such coverings and protection to, unless the damage is caused by our negligence. Our work will be carried out with reasonable care
and skill, however, coverings are recommended for all furniture.
Damage to Premises/Property other than goods
11.0 As third party contractors (e.g. Builders) or others are occasionally present during collection or delivery, it is not always possible to ascertain who was
responsible for any loss or damage. We therefore limit our liability as follows:-
(a) If loss or damage to premises or property occurs as a result of our negligence or breach of contract, our liability is limited to making good the
damaged area only. This excludes minor scuffs on walls, ceilings or other areas which is unavoidable during the removals process.
(b) If we move your goods under your express instruction and against our advice which results in damage then we will not be liable.
11.1 Any such damages must be notified to us on the completion form or inform us in writing as soon as possible but within 7 days.
12.0 We are not liable for the following:-
(a) Loss or damage to cars or other motor vehicles unless carried in an enclosed vehicle or trailer specially constructed for the purpose.
(b) Electrical and mechanical derangement, unless shown to be as a result of physical external damage to the item concerned or as a result of fire, flood,
collision or overturning of road vehicle or other conveyance.
(c) Changes to atmospheric conditions resulting in mould, Mildew, tarnishing, rusting, corrosion or gradual deterioration unless directly attributed to
ingress of water caused by our negligence or breach of contract.
(d) Any goods in cartons, cases, packages, bundles, wardrobes, drawers, appliances or other containers not packed and/or unpacked by us.
(e) Breakage, scratching, denting, chipping, staining and tearing of items packed by you including trunks, suitcases and the like unless reasonably
attributed to physical damage to such items caused by collision or overturning of road vehicle or other conveyance. To reiterate and clarify
self packed items are not covered.
(f) This policy shall also exclude claims for missing items unless an inventory is supplied by you and approved by us prior to the move.
(g) Loss or damage which occurs prior to collection or packing by us or after delivery or unpacking by us.
(h) Loss or damage to jewellery, watches, trinkets, precious stones, precious metals, coins, money, deeds, bonds, securities and stamps or collections
of a similar kind.
(i) Loss or damage caused by wear and tear, general deterioration, warping or shrinkage, moth or vermin unless it can be reasonably demonstrated
that such loss or damage arose as a result of our actions or failings.
(j) Loss or damage to refrigerated or frozen food and/or drink, plants, house plants, brittle objects, items with inherent defects howsoever caused and/
or goods likely to encourage vermin and other pests to cause infection.
(k) Loss or damage to garden furniture, pots, plants etc due to the nature of weathering that can make such items unstable and brittle. These are
specifically excluded from any cover.
(l) Prohibited or stolen goods, drugs, potentially dangerous, damaging or explosive items including gas bottles, aerosols, paints, firearms and/or
(m) Damages or costs resulting indirectly from, or as a consequence of, loss or damage including but not limited to loss of use or amenity.
(n) Animals and their cages or tanks including pets, reptiles, birds or fish.
(o) Mysterious disappearance of customers goods in transit unless evidence (inventory) can be provided to prove beyond reasonable doubt that the
loss is solely attributable to the dishonest actions of an employee.
(p) None of our employees will incur any liability to you.
(q) Any person (including customers), not employed by O’ Connor & Co Removals Ltd, helping with the loading or removal of goods from the
vehicle are not insured and do so at their own risk. We will not be liable for injuries incurred and any items or property damaged whilst not in our
(r) If the value of your goods in transit is, at the time of loss or damage, collectively of greater value than the value declared, then you will bear the
equivalent proportion of the claim in the same ratio as the actual value exceeds the declared value.
(s) Our liability is limited to the reasonable cost of repair and no claim will be considered in respect of any depreciation in value of any item as a result
of such repair.
(t) Where any item consists of items in a pair or set, we will not pay more than the value of any particular part or parts which may be lost or damaged,
without reference to any special value which such part or parts may have as part of a pair or set, nor more than a proportionate part of the declared
value of the pair or set.
(u) If you have requested and paid for a dismantling and/or reassembling service it is on the express understanding that as we are dealing with
previously erected goods, whilst all care will be taken, we will not be liable for any damage howsoever caused.
Delays In transit
13.0 Unless specifically agreed all arrival and departure times are estimates only.
13.1 If a specific timetable is agreed in writing between us and any delay within our reasonable control occurs we will pay for your reasonable expenses resulting from our failure to keep to the agreed written timetable. If through no fault of ours we are unable to deliver your goods and take them into storage then any additional storage charges and delivery charges incurred as a result will be at your expense.
Time Limit For Making a Claim
14.0 You must notify us in writing of any loss or damage as soon as possible but within 7 days unless we agree in writing to an extension of this time limit. If
you fail to make a notification to us of such loss or damage within this time scale we will not be liable.
Withholding or Disposal of the Goods
15.0 We have the right to withhold and/or ultimately dispose of some or all of the goods until you have paid our charges and any other monies due under this or any other agreement between us. You will be liable for any storage and legal costs incurred by our withholding of goods.
16.0 We reserve the right to sub–contract part or all of the work provided for under this agreement in which case these Terms and Conditions will continue to
apply in full.
17.0 Storage charges are to be paid 4 weeks in advance. Any overpayment will be deducted from your re-delivery cost.
17.1 You must provide us with an up to date address and telephone number during the full duration of your storage. Any changes must be notified to us within 7 days. If you fail to provide an address or fail to respond to our correspondence, we may publish a notice in the local newspaper in your last known local area. Such notice will be deemed received by you seven days after publication. You will be liable for any costs incurred.
17.2 Where we produce an inventory or receipt and issue this to you, it will be accepted as accurate unless you notify us of any errors within 14 days of the
date of the document.
17.3 We include standard insurance cover to a maximum of £500. It is for you (the customer) to decide if this is adequate and to make your own arrangements.
You may elect for extended insurance cover from ourselves at £1 per £1,000 of cover per month. Please advise us at the point of booking if you would like
If you wish to use our standard or extended insurance cover, we will require a completed valuation form. You are advised to provide an inventory of all
goods stored. Without this, there can be no claims for individual item loss.
If loss or damage occurs, payment will be restricted to the amount paid by the insurance company. If goods are added or removed from storage by yourself
or representative then any insurance cover becomes void.
17.4 Our storage charges are reviewed periodically. We will notify you of any changes in writing with 4 weeks notice.
17.5 If we end your storage contract, we will give you three months written notice providing your payments are up to date.
17.6 If you wish to terminate your storage contract, you must give us at least 5 working days notice in writing. If we can release your items earlier then we
will do so providing all charges are paid up to date. Storage fees continue to be payable until the final day of the notice.
17.7 If you make your own arrangements to collect your goods from storage, there will be a charge of £60 plus VAT to arrange and oversee the collection. Our liability will cease once the goods are handed over.
17.8 We must be notified in writing of any loss of damage at the time the goods are handed to you or your representative otherwise we shall not be liable.
17.9 If your storage costs are in arrears, and on giving your three months notice, we are entitled to require you to remove your goods from our possession and pay all monies due to us in full.
We may sell or dispose of your goods without further notice. Any costs incurred for the sale/disposal of your goods will be payable by you. The net
proceeds of sale will be credited to your account and any surplus paid to you. If the full amount due is not received from sale, we may seek to recover the
balance from you.
Removals into Storage owned by a Third Party Provider
18.0 Any removals into a storage unit does not include the use of our protective covers or blankets during storage. Our covers and blankets will be removed
as your items are placed into the storage unit. It is your responsibility to provide protection for your items whilst in storage.
18.1 We do not accept any responsibility for your items whilst in storage. You should direct any queries or concerns to the storage provider directly.
18.2 Storage fees are payable directly to your storage provider. We do not pay storage fees on your behalf.
19.0 If we are unable to gain access to your new property at 2pm then a charge will be made of £60 plus VAT per hour, or part thereof, until 5pm when we will deem your move to be postponed if no access is gained. Clause 8.0 (c) of these terms and conditions will then apply.
19.1 A ‘Key Waiver’ can be purchased prior to your move at the cost of £60 plus VAT. This means that there will be no charges payable between the hours of
2pm and 5pm.
19.2 Dependant on the time of access to your property and the volume to be unloaded, we may only be able to make a partial delivery with the balance
being delivered on another day. This is due to staff working hours and The Working Time Directive. We may complete the unloading at an extra cost of
£60 plus VAT per hour after 6pm.
20.0 These terms are applicable to removals which take place during and after the Covid-19 pandemic, and will remain in place until the Government announces that there is zero risk of catching and/or passing it on.
20.1 In the event of the Government implementing social distancing measures and such measures are put in place which impact our ability to provide services to you (including but not limited to us having to suspend or cancel in full the services), or the virus otherwise affects our ability to fulfil your relocation, we will not be in a position to accept any liability for any losses that may arise and we limit our liability accordingly.
20.2 The ongoing health of our workers and customers is of paramount importance. If we have to cancel due to our workers having Covid-19 symptoms then our standard terms and conditions will prevail.
20.3 We must be informed if anyone in either the outgoing property or the incoming property is showing symptoms of Covid-19. If this is the case then the move will be cancelled and our standard cancellation fees will apply.
20.4 Whilst we will be taking all precautions we request that on moving day, prior to our arrival, all door handles, rails and any other surfaces are suitably sanitised. Please include toilet door handles and flush levers.
20.5 Prior to our arrival, please turn off the heating and open all windows to ventilate the property unless adverse weather dictates otherwise.
20.6 Upon our arrival you must vacate the property. You can verbally instruct the team leader of any instructions from a safe distance.
20.7 Please ensure the safe distance from our workers is maintained at all times throughout the removals process. We reserve the right to stop the move if the safe distance is not maintained and our workers deem it to be unsafe.
20.8 Our workers will arrive with appropriate personal protective equipment (PPE) and will take all safety measures that are deemed necessary.
20.9 On arrival at the new property we will require a floor plan with designated places for main items of furniture. All items must be correctly labeled for delivery.
20.10 We will not be taking any cash payments at this time to reduce the risk of spreading Covid-19.
21.0 These Terms and Conditions are subject to the Law of England and Wales. Whole Agreement
22.0 These Terms and Conditions together with our quotation form the whole agreement between us and all other correspondence or oral discussions or
representations are excluded.
23.0 We may terminate this contract on three months notice in writing or after
three months following the quotation date.
O’ Connor & Co Removals Ltd