1. TERMS & CONDITIONS

These Terms and Conditions (“Terms “) set out the agreement between you (the “Customer “) and Didsbury Removal Company (” we ” , ” us ” , ” our “). They apply to all bookings and services entered into between the Customer and Home Moving Company, whether made by telephone, email, online, or in person.

By confirming a booking – whether verbally, in writing, or by payment of a deposit – you confirm that you have read, understood, and agreed to these Terms in full. Any variation must be agreed in writing by an authorised representative of Didsbury Removal Company prior to the commencement of services.

1. Quotations
   1.1All quotations are valid for 90 days from the date of issue. After this period, a revised quotation may be required.
   
   1.2 Quotations are based on the information supplied by the Customer at the time of enquiry, including the volume and nature of items, access conditions at both addresses, and the services requested. We reserve the right to revise a quotation where the information provided is inaccurate, incomplete, or materially different from actual circumstances encountered on the day.
   
   1.3 Additional charges may apply where any of the following arise:
   Work is required outside of the agreed hours of service. Access conditions at either address differ materially from those described at quotation. Additional items or services are presented that were not included in the original scope. Delays arise from circumstances outside our control. Parking or access arrangements have not been made as required by the Customer
   
   1.4 Where additional charges are necessary, they will be reasonable, proportionate, and communicated to the Customer before being applied.

2. Services Not Included
   Unless expressly agreed in writing before the move, the following are excluded from our standard service:
   
   Disconnection or re-connection of any appliances, including washing machines, dishwashers, or gas appliances. Removal of fixtures, fittings, flooring, or any items affixed to the property structure. Access to areas deemed unsafe, including loft spaces without proper fixed flooring or safe ladder access. Handling of specialist or complex equipment requiring specific technical knowledge or certification. If any of the above are required, please notify Didsbury Removal Company before the booking is confirmed so arrangements can be discussed.

3. Restricted Items
   The following must not be included in any move without prior written agreement:
   
   Hazardous, flammable, toxic, corrosive, or explosive materials of any kind Cash, j, watches, precious stones, or high-value personal items Perishable goods, including food and temperature-sensitive materials Animals, pets, or living creatures of any kind.
   
   The Customer is solely responsible for arranging appropriate transport for restricted items. Didsbury Removal Company accepts no liability for restricted items presented without prior agreement. Where such items are identified on the day, we reserve the right to exclude them from the move with no reduction in the agreed charge.

4. Cancellations
   4.1Cancellations made more than 72 hours before the confirmed start time will not incur a charge, excluding any deposit already paid. Notification of cancellation must be made directly to Didsbury Removal Companyby telephone and confirmed in writing by email so that a clear record is maintained by both parties.

   4.2 Cancellations within 72 hours may be subject to a cancellation fee reflecting the costs already committed by Didsbury Removal Company in preparing for the booked job. This includes staff hours allocated and scheduled, logistical preparation, packing materials purchased or reserved, and any booking slot that cannot reasonably be reallocated to another customer at short notice. The amount charged will be proportionate to the costs incurred and will be confirmed to the Customer in writing.

   4.3 All deposits are refundable given 72 hours. The deposit represents consideration paid to Didsbury Removal Company to remove a booking slot from availability. An exception may be made at the sole discretion of Didsbury Removal Company where a cancellation arises from a documented genuine emergency.

   4.4 Where the Customer wishes to reschedule rather than cancel, Didsbury Removal Company will make all reasonable efforts to accommodate a new preferred date. Rescheduling requests made more than 72 hours before the original date will not incur a charge. Requests made within 72 hours may be treated as a cancellation with re-booking, and the cancellation terms above may apply. Rescheduling is always subject to availability and cannot be guaranteed.

5. Customer Responsibilities
   5.1The Customer accepts primary responsibility for the preparation and organisation of the move. In particular, the Customer agrees to the following prior to and on the day of the move:
   To be present at both the collection and delivery addresses throughout the move, or to provide a responsible, fully authorised adult representative who is empowered to make decisions on the Customer’s behalf. To ensure all items to be moved are clearly identified, labeled where appropriate, and accessible to our team prior to arrival at the collection address. To properly prepare all appliances in advance, including draining and drying washing machines, defrosting fridge-freezers, and securing or removing internal shelving and glass panels from furniture. To notify Didsbury Removal Company in writing, before the booking is confirmed, of any items that are particularly heavy, fragile, antique, of high monetary or sentimental value, or that present a specific handling challenge. To provide safe, clear, and unobstructed access at both properties throughout the duration of the move, including through hallways, stairwells, and communal areas
   
   5.2 Parking and access arrangements at both addresses are the Customer’s responsibility. Any permits, parking suspensions, or permissions required must be obtained and confirmed before the move commences. Any parking fines or penalty charge notices incurred by Didsbury Removal Company as a result of the Customer’s failure to arrange suitable and legal parking will be passed on to the Customer in full.
   
   5.3 Didsbury Removal Company accepts no responsibility for items left behind at the collection address once our team has departed and the Customer has confirmed the move is complete. Equally, we accept no responsibility for items placed in an incorrect room or location at the delivery address once the Customer or their representative has confirmed the placement and our team has left the premises. Customers are encouraged to direct our team actively during unloading.

6. Access, Parking & Delays:
   6.1Suitable and legal parking must be available at both addresses for the full duration of the move, including loading and unloading. Where parking restrictions apply, the Customer must make the necessary arrangements in advance.
   
   6.2 Where adequate parking or access is not available upon our arrival:
   Waiting time charges will apply from the point at which our team is ready to work but unable to proceed. The overall duration of the move may be extended, chargeable at our standard hourly rate. In exceptional circumstances, Didsbury Removal Company reserves the right to suspend or decline to commence the move, with the Customer remaining liable for the full booked charge.
   
   6.3 Internal access routes at both properties – including hallways, stairwells, lifts, and external paths – must be clear and unobstructed throughout the move.

7. Waiting Time & Key Delays:

   7.1Didsbury Removal Companyschedules each job based on the details provided at the time of quotation. Where delays arise from circumstances outside our control – including but not limited to key delays, the Customer not being ready to proceed at the agreed time, or access issues at either address – waiting time charges will apply from the point at which our team is present and ready to work but is prevented from doing so.
   7.2 A reasonable grace period of up to 15 minutes will be observed before waiting time charges begin. Waiting time exceeding 15 minutes will be charged at our standard hourly rate, calculated in proportion to the time lost. The Customer will be informed of the time at which waiting time commenced and will be advised of the applicable rate before charges accrue beyond the grace period.
   7.3 On completion days – those on which the Customer is purchasing a property and requires access to be granted on the basis of legal completion – delays caused by solicitors, estate agents, mortgage lenders, property chains, or any other third party involved in the conveyancing process are entirely outside our control. All time spent waiting on a completion day, from the point at which the agreed start time has passed, is chargeable in full. Customers moving on completion days are advised to share realistic expected completion timescales with Didsbury Removal Company at the point of booking.
   
   
   

8.  Arrival Times:
   
   8.1 Arrival times are estimates only and do not constitute a contractual guarantee.
   8.2 Due to the variable nature of removal work – including earlier jobs, traffic conditions, and operational scheduling – arrival may occur up to 6 hours from the estimated time. We will make reasonable efforts to keep the Customer informed of any significant delay.
   8.3 Arrival within this 6-hour window does not constitute a breach of contract and does not give rise to grounds for compensation, a reduction in charge, or a formal complaint.
   

9. Extra Items
   9.1 Where additional items are presented on the day that were not included in the original quotation:
   Didsbury Removal Company reserves the right to decline those items if accepting them would affect the safety, scheduling, or vehicle capacity of the move. Where additional items are accommodated, a supplementary charge will apply and will be communicated to the Customer before loading proceeds. Customers are encouraged to disclose all items at the time of quotation to avoid delays or additional charges on the day.

10. Heavy & Unsafe Items:
    
    10.1 Didsbury Removal Company reserves the right to refuse to move any item that:
    Poses a health and safety risk to staff or third parties. Cannot safely pass through the available access points at either address. Exceeds safe manual handling limits without the use of specialist equipment.
    10.2 Where additional equipment or staff are required to move an item safely, this will be arranged at an additional cost. We will advise the Customer of any such requirement as early as possible. Where heavy or oversized items were not disclosed at the time of booking, Didsbury Removal Company accepts no responsibility for any resulting delays, additional costs, or inability to move those items.

11. Failed or Aborted Moves:
    Where Didsbury Removal Company attends the agreed address but is unable to carry out the move due to any of the following, a charge will apply:
    No access being available at the collection or delivery address. Incorrect or incomplete information provided at the time of booking. Conditions on the day deemed unsafe for our team or the items being moved. A minimum charge equivalent to the full cost of the booked service will apply in these circumstances. Didsbury Removal Company will make reasonable efforts to resolve issues before treating a move as aborted.

12. Payment Terms:
    12.1 Payment is required in the manner and at the time agreed at the point of booking. All payment terms will be confirmed in writing prior to the commencement of the move. Where no specific arrangement has been made, payment is due in full prior to or on the day of the move before unloading commences at the delivery address.
    12.2 Full and cleared payment must be received by Didsbury Removal Company before unloading commences at the delivery address. This is a firm condition of service. Where payment has not been received and no prior written arrangement is in place, unloading will not begin until the outstanding balance has been cleared.
    12.3 Didsbury Removal Company reserves the right to withhold goods from delivery – meaning our team will not unload items from the vehicle – until outstanding payment has been received in full. Late payment charges may also be applied in accordance with applicable UK legislation where invoices or agreed payment deadlines are not met.
    12.4 A processing fee may apply where the Customer pays by card, reflecting the transaction cost incurred by Didsbury Removal Company. The fee will be communicated at the point of payment. Cash and bank transfer payments do not attract a processing fee. All prices quoted are inclusive of VAT where applicable.

13. Damage to Property:
    13.1 Didsbury Removal Company will take all reasonable care to protect the fabric and fixtures of both the collection and delivery properties during the course of the move. Our team is trained to work carefully within residential and commercial settings,
    13.2 Where damage to property – including walls, floors, door frames, banisters, or fittings – is proven to have been caused directly and solely by our team we accept no responsibility due to the size dimensions of items through narrow passages dog-leg stairs and height restrictions and sloped ceilings. We do not accept liability for full room redecoration or for pre-exist damage that was present before the move commenced and not disclosed or recorded at the outset.
    13.3 Didsbury Removal Company accepts no liability for damage to property that results directly from the Customer’s own instructions, particularly where those instructions were given against the explicit advice or guidance of our team. Any damage to property at either address must be reported to a member of our team before they leave the premises. Damage reported after our team has departed may not be accepted as a valid claim, as we are unable to verify circumstances once the move has been formally concluded.

14. Damage to Goods
    14.1 Didsbury Removal Company takes every care to handle the Customer’s belongings with professionalism and skill. However, during the course of a move, minor cosmetic marks, light surface scuffs, or incidental surface wear may occur as a natural consequence of transit and handling – particularly where items must be navigated through tight spaces or loaded alongside other goods. Such incidental minor marks are an acknowledged aspect of professional removal services and do not constitute valid grounds for a damage claim.
    14.2 Didsbury Removal Company does not accept liability for damage to:
    
    Items packed by the Customer or by a third party not engaged by Didsbury Removal Company. We cannot be held responsible for damage resulting from inadequate packing, insufficient cushioning, inappropriate box types, or the placement of incompatible items within the same container.
    Fragile items – including glassware, crockery, ornaments, picture frames, mirrors, and artwork – that were not professionally packed by our own team using appropriate specialist materials.
    Customers with fragile, antique, high monetary value, or irreplaceable items are strongly advised to arrange independent insurance cover prior to the move and to notify Didsbury Removal Company in advance so that appropriate care arrangements can be agreed.

15. Insurance:
    15.1 Didsbury Removal Company‘s standard liability cover is included in every booking but is limited in scope and may not reflect the full replacement value of all items being transported.
    15.2 Additional insurance options are available on request. Customers wishing to arrange enhanced cover should raise this at the time of booking.
    15.3 It is the Customer’s responsibility to ensure adequate insurance is in place. We recommend reviewing your home contents policy to confirm whether goods in transit are covered, and arranging additional cover if they are not.

16. Claims:
    16.1 Any damage to property or goods must be reported to our team before they leave the premises at the conclusion of the move. Damage identified and reported at this stage will be recorded and the claims process initiated.
    16.2 Missing items must be reported to Didsbury Removal Company in writing within 24 hours of the move’s completion.
    16.3 Claims received outside these time-frames may not be accepted. Once our team has departed and the move concluded, Didsbury Removal Company cannot reasonably verify conditions as they were at the point of handover.

17. Delays in Transit:
    Didsbury Removal Company does not accept liability for delays arising from circumstances beyond our reasonable control, including adverse weather, road closures, traffic incidents, or vehicle breakdown. Where such delays result in the need for temporary storage or re-delivery, associated costs will be borne by the Customer. We will communicate promptly and work with the Customer to arrange the most practical resolution available.

18. Subcontracting:
    Didsbury Removal Company reserves the right to engage vetted subcontractors to fulfil all or part of a booked service where operationally necessary. All work carried out by subcontractors remains subject to these Terms and Conditions in full, and our obligations to the Customer are unaffected. The Customer should direct all communications and claims to Didsbury Removal Company directly.

These Terms and Conditions do not affect your statutory right as a consumer under applicable UK law. Nothing in these Terms limits Didsbury Removal Company’s liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

We reserve the right to amend our Terms and Conditions without notice.

Goods in Transit Insurance
We advise customers to purchase Goods in Transit insurance. £47.50 cover applies strictly to the transportation of your goods whilst loaded on our vehicle.

Cover is limited to loss or damage arising directly from:

• A road traffic collision involving our vehicle
• Fire affecting the vehicle

For the avoidance of doubt, a valid claim will only arise where a collision or fire results in damage to the vehicle and causes a demonstrable loss or damage to the goods being transported.

Any alleged loss or damage to items occurring during transit without evidence of collision or fire shall not constitute a valid claim under this cover.

This policy does not extend to:

• Wear and tear
• Minor cosmetic damage
• Damage caused by movement within the vehicle where no collision has occurred
• Improper or insufficient packing

Customers are advised to obtain separate, comprehensive insurance cover through their own insurer for protection against all other risks not expressly covered under this policy.

Wear and Tear & Liability Disclaimer

Wear and tear occurring during transportation, particularly where items are not adequately or professionally packaged, does not constitute a valid claim.

Customers are strongly advised to ensure that all items are properly packed or to arrange independent insurance cover through their own insurer prior to the move. While we take all reasonable care during handling and transportation, certain circumstances—such as restricted access, narrow passageways, staircases, and general manoeuvring constraints—may result in minor cosmetic contact or friction damage. Such occurrences are inherent risks of the moving process and are not grounds for liability.

Bulky or oversized items, including but not limited to mattresses, wardrobes, and sofas, may come into unavoidable contact with walls, ceilings, banisters, or railings despite all due care. Any resulting cosmetic wear and tear shall not be considered damage for the purposes of a claim, and no liability or compensation will be accepted.

Our team will, where possible, advise on access limitations and associated risks. However, ultimate responsibility rests with the customer to ensure that sufficient access and clearance exist for the safe movement of goods. Where items cannot be moved without risk due to space constraints, we reserve the right to proceed at the customer’s risk or decline the move.

It is the customer’s responsibility to ensure that all items will fit through entrances, exits, hallways, and staircases at both collection and delivery locations.

We accept no liability for damage:

• Antique, second-hand, or recycled furniture, where claims should be directed to the customer’s own insurance provider
• Items of sentimental value beyond reasonable market value
• Flat-pack, chipboard, or self-assembled furniture, which is inherently vulnerable to structural weakness

For the avoidance of doubt, the above circumstances do not constitute valid claims, and no compensation will be offered under these conditions.

Post-Completion Liability Waiver

Upon completion of the removal services and once our team has vacated the premises following the successful delivery of goods, Didsbury Removal Company shall have no further liability for any claims, loss, or damage relating to the property or its contents.

This includes, but is not limited to:

• Items left behind at the collection or delivery address
• Alleged damage identified after our departure
• Any issues not raised and recorded at the time of completion

All customers are required to inspect their goods and the property prior to our departure. Any concerns must be raised immediately on-site. Claims made after completion and departure will not be accepted.

Overnight Storage, Standing Charges & Failed Completion

Where we have been instructed to carry out the transportation of goods, it is the customer’s responsibility to ensure that full and uninterrupted access is available at the delivery address.

This includes, but is not limited to:

• Availability of keys
• Correct access codes
• Legal completion of property purchase or tenancy
• Clear and safe access for unloading

If we are unable to unload the vehicle due to any issue outside of our control (including failed property completion), the following charges will apply:

Standing Time & Overnight Storage Charges (Up to 10:00 AM Next Day)

A 12-hour standing and storage charge, including Goods in Transit (GIT) / storage insurance, will be applied. Charges will run until 10:00 AM the following day, after which normal hourly rates will resume as per the agreed tariff.

Van Rates (Transit / Caddy / Vivaro / Hiace / Luton 4.5m):

• 12-hour standing & storage charge: £375.00 + VAT
• GIT / Storage Insurance: £45.00 + VAT

7.5 Tonne Vehicles (e.g. DAF, Mercedes Atego):

• 12-hour standing & storage charge: £675.00 + VAT
• GIT / Storage Insurance: £95.00 + VAT

It is the customer’s responsibility to ensure that all relevant parties, including solicitors, estate agents, and representatives, are fully informed and prepared to allow timely access for unloading.

Failure to provide access resulting in delays will incur the above charges, and may impact our ability to meet subsequent scheduled commitments.

Payment Terms & Contractual Agreement

Upon receipt of a booking deposit of the agreed amount, it is understood and agreed that the customer accepts and is bound by the Terms and Conditions of Didsbury Removal Company.

By engaging our services, you agree to pay all charges incurred in connection with the services provided. This includes, but is not limited to:

• Labour provided by our workforce
• Use of vehicles
• Fuel and transportation costs
• Any additional time or services required to complete the move

All outstanding balances must be paid in full prior to unloading of goods at the delivery address. We reserve the right to withhold unloading until full payment has been received.

In the event of any dispute or disagreement, payment for services already carried out must not be withheld or delayed. Any disputes should be raised separately and will be addressed in accordance with our complaints procedure.

Failure to make payment in accordance with the agreed terms may result in:

• Delays to service completion
• Additional charges in line with the agreed tariff
• Further recovery action where necessary

Due to prior circumstances, these payment terms are strictly enforced as part of our operational policy.

Cancellation Clause

We reserve the right to cancel any scheduled service, even after a deposit has been received and an agreement made, if unforeseen circumstances arise that render it impossible to perform the job. In such cases, we will notify you promptly and refund any deposit paid.