Moveroo Terms & Conditions

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​These conditions set out the terms of the contract between Moveroo LTD and You the customer and explain your rights and obligations and responsibilities and those of the Contractor.

 

By accepting Moveroo LTD offer for removal or any kind of services, you accept the following terms and conditions

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1. Quotation and Pricing

1.1 Unless stated otherwise, our quotation excludes customs duties, inspections, and government fees or taxes. It includes our acceptance of liability for your goods, subject to Clauses 9, 10, 11, and 12.

1.2 We may adjust prices if unforeseen circumstances arise, including:

• Delays in acceptance of quotation (over 28 days) or work completion (over 3 months).

• Changes in currency, taxes, freight, or fuel costs.

• Work on weekends, public holidays, or outside standard hours (09:00–18:00).

• Collection/delivery above the first floor.

• Additional services, items, or storage.

• Unsuitable access (stairs, lifts, roads) or required mechanical/structural assistance.

• Parking charges, ULEZ, congestion zones, or penalties.

• Delays outside our control.

1.3 Adjusted charges become immediately payable.

2. Services Not Included

Unless agreed in writing:

• Dismantling/reassembly of furniture (except pre-agreed IKEA-type flat packs).

• Handling electrical, gas, or plumbed appliances.

• Lifting or laying floor coverings.

• Access to unsafe lofts or attics.

• Prohibited or excluded items (hazardous, illegal, perishable, or restricted).

Staff Limitations: Moveroo staff are not trained, authorised, or insured for the above tasks. Use qualified professionals if required.

3. Customer Responsibilities

• Declare the full value of goods in writing (if optional insurance is chosen).

• Provide all required legal documents, permits, and customs paperwork.

• Attend collection and delivery or provide an authorised representative.

• Prepare goods and appliances properly for transport.

• Ensure appliances like refrigerators/freezers are emptied, defrosted, and cleaned.

• Provide a valid contact address.

Failure to meet these responsibilities may reduce or invalidate claims.

4. Our Responsibilities

• Deliver goods undamaged if packed by Moveroo (“undamaged” means the same condition as before packing).

• Liability only applies in cases of proven negligence or breach of contract.

• Optional insurance for goods is only available with our Pack, Move & Unpack service.

• We will not be responsible for secondary damage (e.g., leaks from appliances, switching off appliances).

5. Goods Not to Be Submitted

• Hazardous, illegal, stolen, flammable, explosive, or restricted items.

• High-value or personal items (jewellery, cash, watches, precious stones, computing devices, bonds, deeds, art, collectibles, crypto devices).

• Animals, plants, perishable goods, or items requiring special import/export licences.

Liability only applies if accepted in writing. Items included without consent may be returned or disposed of at your cost.

6. Ownership of Goods

You guarantee ownership or authority to move/stored goods. You agree to cover Moveroo for claims if this is not true.

7. Cancellation & Postponement

• More than 7 days before the move: no charge.

• 7 days before: up to 50% of removal charges.

• 4 days or less: full charges.

• Hourly rate removals require upfront payment for the first 2 hours.

8. Payment & Deposit

• Full payment in advance unless agreed otherwise.

• Late payments incur daily interest at 4% above Bank of England base rate.

• Deposits are non-refundable as per Clause 7.

9. Damage to Premises or Property Other Than Goods

9.1 Duty of Care: We take reasonable care to avoid damage. Liability only applies for proven negligence or breach of contract.

9.2 Minor / Non-Insurance Claims

• Liability is limited to reasonable repair costs, up to £150 per claim.

• A fixed excess of £50 applies to each claim.

• Multiple claims arising from the same incident will be treated as a single claim.​

9.3 Public Liability Insurance Claims:

• Liability subject to insurance terms.

• Fixed excess: £600 per claim; administration fee: £200.

• Applies only for proven negligence.

• Insurance does not increase our contractual liability.

9.4 Exclusions: We are not liable for damage:

• Caused by moving goods under your instructions against our advice.

• From pre-existing defects, poor condition, or structural weakness.

• Caused by third parties (builders, landlords, contractors).

• Cosmetic or minor damage consistent with normal moving.

9.5 Reporting: All damage must be noted on the worksheet/delivery receipt or reported in writing promptly. Failure may invalidate claims.

9.6 Goods Disclaimer & Insurance:

• All goods moved at customer’s risk.

• Optional insurance only with Pack, Move & Unpack service.

• Moveroo not liable for: prepacked packages, defective goods, animals, plants, refrigerated/frozen food, scratches or minor wear unless pre-collection report requested.

10. Exclusions of Liability

• Fire, explosion, or electrical/mechanical failures (if no proven negligence).

• High-risk or sensitive items (financial instruments, electronics, fragile goods).

• Circumstantial events (Acts of God, war, industrial action, climate, pests).

• Pre-existing defects, inherent faults, or owner-packed container damage.

• Vehicle damage without pre-collection report.

• No personal liability for employees, subcontractors, or agents.

11. Claims & Time Limits

• Notify in writing within 7 days of delivery or collection.

• Claims submitted after this may be rejected.

12. Delays in Transit

• We are only liable for delays caused by our proven negligence.

• If goods cannot be delivered, storage and subsequent delivery costs are at your expense.

13. Right to Hold Goods (Lien)

• We may withhold or sell goods to recover unpaid charges.

• Storage charges continue during withholding.

14. Disputes & Subcontractors

• Subcontractors operate independently.

• Moveroo is not responsible for their performance.

• Disputes may be referred to independent mediation.

15. Route, Method & International Advice

• We select the route and method unless agreed otherwise.

• We provide guidance on international removals but accuracy is not guaranteed.

16. Applicable Law

• Governed by the laws of the UK.

17. Inventory / Receipts

• Inventory or receipt accepted as accurate unless disputed within 10 days.

18. Storage Charges & Termination

• Charges reviewed with 3 months’ notice.

• Termination requires 10 working days’ notice.

• Unpaid goods may be sold; proceeds applied to outstanding balance.

19. Moving Date Changes & Deposits

• Provisional dates not guaranteed.

• Confirmed bookings secured with a 10% non-refundable deposit.

• Hourly jobs: upfront payment for first 2 hours.

20. Abusive Behaviour & Missed Appointments

• Zero-tolerance for abusive or aggressive conduct.

• Work may cease; payment demanded; no refund for deposits.

• Missed appointments: 20-minute grace period; additional charges may apply.

21. Vehicle Load Capacity

• Vans not overloaded; legal payloads apply.

• Overloading may result in partial load or extra charges.

22. Hourly Rate Jobs

• Bookings based on time.

• Customer confirms vehicle size and personnel needs.

• Overtime, additional drivers, and fuel beyond 10 miles charged.

• Excluded items: pianos, motorcycles, vehicles.

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