Terms and 
Conditions

1. Our Quotation

1.1
Unless stated otherwise, our quotation does not include customs duties, inspections, or any fees/taxes payable to government authorities. It does include our acceptance of liability for your goods, subject to the limitations and conditions outlined in Clauses 2.2, 3.2, 5.2, 5.3, and the provisions of Clauses 4, 9, 10, 11, and 12.

1.2
We reserve the right to amend the quoted price or apply additional charges if unforeseen circumstances arise that were not taken into account when preparing the quotation, including but not limited to the following:

• 1.2.1 You do not accept our quotation in writing within 28 days, or the work is not carried out or completed within three months.

• 1.2.2 Changes in costs due to currency fluctuations, taxation changes, freight charges, or fuel increases beyond our control.

• 1.2.3 Work carried out at your request on weekends, public holidays, or outside our standard working hours of 09:00–18:00.

  • 1.2.3.1 All quotations or hourly rates are based on a full working day (09:00–18:00), unless otherwise agreed in writing.

• 1.2.4 If we are required to collect or deliver goods above the first floor.

• 1.2.5 If you collect some or all goods from our warehouse, a handling charge will apply.

• 1.2.6 If we supply any additional services, including the moving or storing of extra items.

  • 1.2.6.1 Bookings are based on completion within the working day. Additional time beyond 18:00 will be charged at £50 per staff member per 30 minutes plus VAT, where applicable.

• 1.2.7 If the access (e.g. stairs, lifts, doorways, roads) is unsuitable or requires mechanical equipment or structural alterations to move items safely.

  • 1.2.7.1 All quotations, including fixed ones, are estimates and may be subject to additional charges due to underestimation, additional items, or inaccurate volume calculations, unless otherwise agreed in writing beforehand.

• 1.2.8 If we incur parking charges, penalties, or access zone fees (e.g., ULEZ, congestion charges) while performing services on your behalf.

• 1.2.9 Delays or unforeseen events outside of our control that increase the time or resources required to complete the work.

  • 1.2.9.1 If we arrive and are unable to access the delivery site (e.g., due to key delays or property completion), waiting charges will apply at £50 per 30 minutes (plus VAT) per standard van or £80 per 30 minutes (plus VAT) per larger vehicle, up to 18:00.

  • 1.2.9.2 If unloading is not completed by 18:00, through no fault of ours, the contract will be considered complete, and any undelivered goods will be returned to our depot for storage. Delivery will be rescheduled and additional costs will apply, including storage, staff, travel, and insurance.

  • 1.2.9.3 All bookings are for a single trip only, unless explicitly agreed otherwise in writing prior to the move.

• 1.2.10 If we agree in writing to increase our standard liability limit as per Clause 9.1.1.

1.3
In all such cases, adjusted charges will become immediately payable.

• 1.3.1 We are not responsible for any damage resulting from instructions you or your appointed representative provide during the move.

• 1.3.1.2 We are not responsible for delays or extended moving times due to factors beyond our control, such as restricted access, customer preferences, or unexpected changes to the job scope.

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2. Work NOT included in the quotation

2.1 Unless otherwise agreed in writing prior to the commencement of the move, the following services are not included in our standard quotation and will not be carried out by Moveroo or its staff:

2.1.1 Dismantling or Assembling Furniture: We can dismantle or assemble unit or system furniture—including flat-pack, built-in, or modular items—if requested in advance and agreed in writing, subject to an additional charge.

2.1.2 Handling Appliances, Fixtures, or Equipment:
We do not disconnect, reconnect, dismantle, or reassemble any electrical, gas, or plumbed appliances (such as washing machines, dishwashers, ovens), nor do we interfere with fixtures, fittings, or any specialist equipment.

2.1.3 Floor Coverings:
We do not lift or lay fitted carpets, vinyl, laminate, hardwood flooring, or any other type of floor covering.

2.1.4 Accessing Lofts or Attics:
We will not move items to or from loft spaces unless they are fully floored, have fixed and secure ladders or stairs, and are properly lit and safe for access. Our team may refuse access if these safety conditions are not met.

2.1.5 Prohibited or Excluded Items:
We do not move, handle, or store items that are excluded under Clause 5, which includes hazardous, illegal, perishable, or restricted goods, unless explicitly agreed in writing beforehand.

2.2 Staff Limitations:
Moveroo staff are not trained, authorised, or insured to carry out any of the above tasks. Attempting to perform them may present a safety risk or void relevant insurances.
We strongly recommend that you hire qualified professionals (e.g., electricians, plumbers, or furniture specialists) to carry out any required preparation or technical work before the move.

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3. Your responsibility

As the customer, you are responsible for the following:

1. Declaration of Value
   You must declare the full value of your goods in writing before the move. If you undervalue your items, Moveroo’s liability will be reduced proportionally based on the declared vs. actual value.

2. Legal Documentation
   You are responsible for obtaining and providing all necessary documentation, including permits, licenses, permissions, and customs paperwork, required to complete the move.

3. Attendance at Collection and Delivery
   You or an authorised representative must be present during both collection and delivery to guide our team. If you are unable to attend, you must notify us in writing before the move date, providing your representative’s full contact details and written authorisation.
   Failure to do so may result in us being unable to proceed, and any deposit paid will be non-refundable to cover incurred costs such as travel, labour, fuel, and insurance.

4. Confirmation of Delivery or Collection
   You are required to confirm the collection or delivery of goods through a physical signature or a written message. This serves as acknowledgment of service completion and condition of the goods at handover.

5. Check and Secure Goods
   You must take reasonable care to ensure that nothing intended for removal is left behind, and that nothing is taken in error. Additionally, ensure that all goods left in premises shared with others (e.g., tenants, contractors) are properly secured.

6. Preparation of Items for Transport
   It is your duty to properly prepare and stabilise any appliances or electronic equipment before removal. Moveroo accepts no liability for issues arising from unprepared or improperly packed items.

7. Appliances and Refrigeration
   Refrigerators and freezers must be emptied, fully defrosted, and cleaned prior to collection. We are not responsible for any contents left inside.

8. Contact Information
   You must provide a valid and up-to-date contact address for any correspondence related to the removal, transit, or storage of your goods.

Important:
Moveroo will not be held liable for any loss, damage, delay, or additional costs that arise as a result of your failure to meet these responsibilities, unless such issues are directly caused by our own negligence or breach of contract.

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4. Our responsibility

4.1 It is our responsibility to deliver your goods to you, or produce them for your collection, undamaged. By “undamaged” we mean in the same condition as they were in at the time when they were packed or otherwise made ready for transportation and/ or storage.
4.2 In the event that we have undertaken to pack the goods, or otherwise make them ready for transportation and/or storage, it is our responsibility to deliver them to you, or produce them for your collection, undamaged. Again, by “undamaged” we mean in the same condition as they were in immediately prior to being packed/ made ready for transportation or storage.
4.3 If we fail to discharge the responsibilities identified in clause 4.1 and 4.2, we will, subject to the provisions of clauses 9, 11 and 12, be liable under this agreement to compensate you for such failure.
4.4 We will not be liable to compensate you where clauses 2.2, 3.2, 5.2 and 5.3 apply unless loss or damage occurred because of negligence or breach of contract on our part.
4.4.1 We will, if previously agreed in writing, disassemble and reassemble IKEA (and similar type) flat pack furniture. We will not however disassemble and reassemble custom, specialist, delicate, rare or expensive pieces of furniture, We strongly recommend that you contact the manufacturer, relevant retailer or other suitable furniture expert for guidance in relation to dis-assembly and re-assembly of such items before taking any such steps Yourselves or arrange for appropriate specialist independent contractors to carry out such tasks.
4.4.1.2 Although we will, as per 4.4.1 dismantle and reassemble furniture, since these are not designed to be taken apart & put back together, we will take no responsibility if the end product does not function, is not stable or any damage occurs in the process. We will aim to be as careful as possible and the experts will always try their best to get items back to their or close as possible to the original standard. You will be kept informed throughout the process. We will not be able to modify any furniture we have to dismantle or reassemble.
4.5 If you do not provide us with a declaration of value of your goods, or if you do not require us to accept standard liability pursuant to clause 9.1 we will not be liable to you for failure to discharge the responsibilities identified in clause 4.1 and 4.2, unless that failure was caused by negligence or breach of contract on our part.
4.6 The amount of our liability under this clause shall be determined in accordance with clauses 9 and 11.
4.6.1 We will only be responsible for damaged items if we both pack and unpack items.
4.6.1.2. We will not be responsible for any secondary damage, this includes events such as water leaks from washing machines, dryers, fridges, pipes not able to close and/or any waste/damage due to unplugging appliances and/or turning off switches.

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5. Goods NOT to be submitted for removal or storage

5.1 Unless agreed in writing by a director or authorised representative, the following items must not be included in your consignment. These goods will not be moved or stored under any circumstances.

5.1.1 Prohibited or Dangerous Items

• Stolen goods, illegal drugs, pornography

• Explosive, flammable, or hazardous items (e.g., gas bottles, aerosols, paints)

• Firearms and ammunition

5.1.2 High-Value or Personal Items

• Jewellery, cash, watches, precious stones or metals

• Mobile phones, computing devices, digital media

• Bonds, deeds, fine art, collectibles, crypto devices/accounts

5.1.3 Other Excluded Items

• Plants, perishable goods, or items prone to infestation

• Animals, birds, fish, or their habitats

• Items requiring special import/export licences

5.2 If we agree in writing to move or store any of these items, we will only accept liability for loss or damage where we are negligent or in breach of contract.

5.3 If you include such items without our knowledge, they may be returned to you or disposed of by court order. You will be liable for all related costs, penalties, and legal fees.

6. Ownership of the goods

6.1 By entering into this Agreement, you guarantee that:
6.1.1 The goods to be removed and/or stored are your own property, or
6.1.2 The person(s) who own or have an interest in them have given you authority to make this contract and have been made aware of these conditions.
6.1.3 You will pay us for any claim for damages and/or costs brought against us if either warranty 6.1.1 or 6.1.2 is not true.

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7. Charges if you postpone or cancel the removal

7.1 If you postpone or cancel this Agreement, we will charge you according to how much notice is given.
7.1.1 More than 7 days before the removal was due to start: No charges.
7.1.2 From 7 days inclusive before the removal was due to start: up to 50% of the removal charges.
7.1.3 From 4 days inclusive before the removal was due to start: Full removal charges.

7.1.4 Please note that all bookings are confirmed in accordance with our written agreement. Any changes or alterations to the original requirements will automatically cancel the previous booking, while the terms of the original agreement, including refund clauses, remain in effect. Any amendments will be assessed, and a revised quote will be issued for any additional costs. Should you choose not to accept the amended costs, your booking will be cancelled in line with the original agreement, and the refund terms will still apply.

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8. Payment and Deposit

Unless agreed otherwise in writing:

• Full payment must be made in advance by cleared funds.

• You may not withhold any part of the agreed price.

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

• We accept cash, bank transfer, or secure payment link.

• All deposits are subject to our cancellation policy (see Section 7).

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9. Determination of amount of our liability for loss or damage

9.1 Standard Liability only for pack - move and unpack service

9.1.1
If you provide us with a written declaration of the total value of your goods prior to confirming your booking, and subject to clause 3.1.1 regarding accuracy of declared value, our liability for any loss of or damage to your goods (resulting from our breach of contract, including negligence) will be assessed in line with Clauses 9.1.2, 9.1.3, and Clause 11, up to a maximum amount of £10,000.

• You will be responsible for any excess applicable to the insurance claim.

• If you wish to declare a value exceeding £10,000, we may agree to accept higher liability subject to additional fees and written confirmation from both parties.

9.1.2
In the event of loss or damage caused by our breach of contract or negligence, our liability will be calculated as the lesser of:

• The cost of repairing the item(s), or

• The replacement cost, taking into account the age, condition, and depreciation of the goods at the time of loss or damage.

This assessment will be subject to the maximum liability limit of £10,000, unless a higher limit has been agreed in writing.

9.1.3
Where an item that is lost or damaged is part of a set or pair, our liability will be limited to the individual replacement or repair cost of that single item, not the full cost of replacing the entire set or pair.

9.2 Limited Liability

9.1 If you do not declare a value or opt for our Standard Liability, our liability is limited as follows:

9.2 In cases of loss or damage caused by our negligence or breach of contract, we will cover the repair or replacement cost, considering the item’s age and condition, up to a maximum of £40 per item. See clause 11.1 for further limits.

9.3 For international moves:

• We only accept Standard Liability if you provide a detailed valuation form.

• We are not liable for loss/damage caused by Customs or Government actions unless due to our negligence.

• We accept no liability for loss/damage to data, digital assets, cryptocurrencies, shares, or similar items, whether digital or physical.

• In some countries (e.g., Gambia, Iran, Iraq), we do not accept liability unless we were negligent. This will be clarified at the time of quotation.

• If damage occurs while goods are with a third party, we are only liable if we failed to pack them properly (when packing was part of our contract).

9.4 An "item" refers to:

• The full contents of any box, parcel, or similar container; or

• Any individual object moved, handled, or stored by us.

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9.3 – Limitations of Liability

Moveroo and its subcontracted partners are not liable for the following:

• Damage resulting from your actions or failure to comply with our terms and conditions;

• Perishable items (e.g., food or drink);

• Damage caused by pests, vermin, or infestation;

• Damage caused by fire beyond any applicable insurance coverage;

• Damage to furniture that you or a third party packed or unpacked;

• General wear and tear;

• Goods loaded or unloaded against Moveroo’s or our partner’s advice;

• Damage to goods or property not caused by Moveroo or our partners;

• Damage caused by you or a third party during packing, loading, or unloading;

• Transport of live animals or plants unless explicitly agreed in writing during booking — Moveroo accepts no responsibility for harm to live items transported with or without our knowledge;

• Damage to electrical items unless you can provide proof it resulted from our partner’s negligence;

• Loss or damage involving goods that were already damaged or had existing defects;

• Damage to fragile items prone to breakage, leakage, spoilage, or malfunction;

• Loss or damage to collections or documents (e.g., stamps, coins, certificates, deeds, gemstones);

• Personal effects (e.g., jewellery, handbags, clothing, hats) unless properly packed and listed in a comprehensive inventory;

• Any business-related losses if you are a private (non-commercial) customer;

• Loss or damage occurring after delivery to you or your authorised representative;

• Loss or damage not caused by Moveroo, our partners, employees, subcontractors, or agents;

• Losses that are not reasonably foreseeable;

• Damage to goods held by Moveroo or our partners as outlined in clauses regarding storage or delayed delivery.

If you choose to assist with packing, loading, unloading, or travel in the moving vehicle, you do so entirely at your own risk. Moveroo and its partners will not be held responsible for any loss or injury arising from such actions.

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9.4–9.5 Insurance and Liability for Goods

9.4 Insurance

Insurance is not included in the standard price of our removal services.

If you book our Pack, Move, and Unpack Service, insurance cover for your goods during the removal process can be arranged. Details of this cover, including policy terms and the level of protection, will be provided on request.

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The Company shall not be liable for loss or damage to goods unless it is caused directly by proven negligence or failure to exercise reasonable care and skill in performing our services.

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Where liability is accepted under this clause, the Company’s total liability is limited to £40 per item or £100 per consignment, unless a higher limit has been agreed in writing prior to the move.

Customers are strongly advised to arrange their own insurance if they wish to obtain full coverage for accidental loss, damage, or breakage of goods.

9.5 Liability for Loss or Damage

The Company will take reasonable care when handling, transporting, and delivering your goods.

Our liability for loss, damage, or breakage is limited to items lost or damaged directly as a result of proven negligence by the Company or its employees while goods are in our custody.

Liability does not extend to:

• Items that were poorly packed or protected by the customer, unless packing was included as part of our service

• Pre-existing damage or defects

• Loss or damage arising from circumstances beyond our control, including accidents, natural events, or third-party actions

The Company’s maximum liability under this clause is £40 per item or £100 per consignment, unless otherwise agreed in writing before the move.

Customers are responsible for arranging additional insurance if they require coverage beyond these limits.

All claims for loss or damage must be reported in writing within 48 hours of delivery for the Company to consider them

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10. Damage to premises or property other than goods

10.1 Because third party contractors are frequently present at the time of collection or delivery our liability for loss or damage is limited as follows:
10.1.1 If we cause loss or damage to premises or property other than goods for removal because of our negligence or breach of contract, our liability shall be limited to making good the damaged area only or the maximum amount of £50.
10.1.2 If we cause damage because of moving goods under your express instruction, against our advice, and where to move the goods in the manner instructed is likely to cause damage, we shall not be liable.
10.1.3 If we are responsible for causing damage to your premises or to property other than goods submitted for removal and/or storage, you must note this on the worksheet or delivery receipt as soon as practically possible or within a reasonable time. This is fundamental to the Agreement.

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Additionally, we will not be liable for any loss of or damage to:

• Any Goods in wardrobes, drawers or appliances, or in a packages or bundles which have prepacked, as any damage would not be visible.

• Goods which have a relevant proven defect or are inherently defective.

• Animals and their cages or tanks including pets, birds or fish.

• Plants.

• Refrigerated or frozen food or drink.

Loss or damage of motor vehicles / goods / furniture caused by scratching, denting, chipping and marring unless You obtain from us a pre-collection condition report. Most of items we move are not brand new and it is not possible to make a note of scratches or the current condition of every item therefore scratches are not covered in the insurance unless you request a pre-collection report of item/s for which charges may apply. We Moveroo will take the utmost care and consideration when handling your goods, however, due to the nature of the business, minor scratches may occur and we will not be held liable.

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11. Exclusions of liability

11.1 Fire or Explosion (Limited Liability Only)

In the event that you have selected Limited Liability coverage, we shall not be held liable for any loss of or damage to your goods arising from fire or explosion, regardless of the origin or cause of that fire or explosion, except where such loss or damage is proven to have resulted from our direct negligence or a breach of our contractual obligations.

11.2 Specific Items Not Covered (Applicable to Standard and Limited Liability)

Unless explicitly caused by our negligence or breach of contract, we shall not be liable for any loss of, damage to, or failure to produce the following categories of goods:

11.2.1 Financial instruments and sensitive documents, including but not limited to:

• Bonds

• Securities

• Stamps of any kind

• Manuscripts or other legal or personal documents

• Electronically stored data records

• Mobile telephones

11.2.2 Items that are likely to promote infestation, contamination or attract pests, including:

• Plants

• Foodstuffs

• Other perishable or decomposable items

11.2.3 Items requiring specialised environments, including:

• Perishable goods

• Goods that require refrigeration or climate-controlled transport/storage

11.2.4 High-value personal effects or luxury goods, such as:

• Jewellery, watches, trinkets

• Furs, wines, spirits

• Tobacco products including cigars and cigarettes

• Precious metals or stones

• Cash, coins, and currency

• Bullion, deeds, fine art, collectible items

• Portable computing devices, mobile phones, prepaid phone cards, and similar items

11.2.5 Living creatures and their associated habitats, including:

• Animals, birds, fish

• Cages, aquariums, tanks, and similar enclosures

11.3 Circumstantial Exclusions (Applicable to Standard and Limited Liability)

Unless due to our direct negligence or contractual breach, we shall not be liable for loss, damage, or failure to deliver goods where such issues arise from the following causes:

11.3.1 Events beyond our reasonable control, including but not limited to:

• War (whether declared or not), invasion, terrorism, civil war, rebellion, coup

• Acts of foreign enemies

• Industrial action or labour unrest

• Acts of God (natural disasters)

• Delays or disruptions due to governmental or regulatory interference

11.3.2 Radioactive or nuclear-related damage, such as:

• Ionising radiation

• Radioactive contamination

11.3.3 Warfare or terrorism involving non-conventional threats, including:

• Biological, chemical, or biochemical contamination

• Electromagnetic weapons

• Cyber-attacks or data breaches

11.3.4 Any indirect or consequential loss, including but not limited to:

• Financial loss

• Emotional distress

• Loss of business or income

11.3.5 Deterioration or spoilage caused by:

• Natural ageing or wear and tear

• Leakage, evaporation, or instability

• Goods left inside furniture, appliances, or unattended storage spaces

11.3.6 Damage caused by infestation or environmental factors:

• Vermin, moths, or insects

• Damp, mould, mildew, or rust

11.3.7 Damage caused during cleaning, repairing, or restoration unless these services were arranged by us directly and in writing.

11.3.8 Adverse atmospheric or climatic conditions affecting goods.

11.3.9 Loss or damage to any items packed inside:

• Wardrobes, drawers, appliances

• Any containers not professionally packed and unpacked by us

11.3.10 Fragile goods such as china, glassware, and other breakables unless:

• They were professionally packed and unpacked by us or our authorised subcontractors

• If damage occurs in an accident involving an owner-packed container, and such damage would have occurred regardless of packing quality, our liability is capped at the lesser of £100 or the item’s actual value.

11.3.11 Electrical or mechanical malfunction of:

• Appliances, instruments, clocks, computers, or other devices

• Unless visible external damage proves we are at fault

11.3.12 Damage to vehicles during handling, such as:

• Scratching, denting, or marring

• Unless a pre-collection condition report was completed and documented by us

11.3.13 Vehicle damage during driving or movement under their own power, except when:

• Loading or unloading directly from our vehicle or container

• Any loss of accessories or removable items not physically attached to the vehicle at time of loss will also be excluded from coverage

11.3.14 Items which are inherently defective or had pre-existing faults before the move commenced.

11.4 Employee Liability Disclaimer

No individual employee, subcontractor, or agent acting on our behalf shall be held personally liable to you for any loss, damage, mis-delivery, or omission under this agreement, whether in contract or tort.

11.5 Cessation of Liability

Our liability in respect of all goods ceases when:

• The goods are handed over to you or your authorised representative at the time of delivery; or

• Upon your collection of the goods from our warehouse; or

• As otherwise specified in Clause 12.2.

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12. Time limit for claims

12.1 For goods which we deliver, you must notify us in writing of any visible loss, damage, or failure to produce any goods at the time of delivery.
12.2 If you or your agent collect the goods, you must notify us in writing of any loss or damage at the time the goods are handed to you or your agent.
12.3 Notwithstanding clauses 9, 10 and 11 we will not be liable for any loss of or damage to the goods unless a claim is notified to us, or to our agent or the company carrying out the collection or delivery of the goods on our behalf, in writing as soon as such loss or damage is discovered (or with reasonable diligence ought to have been discovered) and in any event within seven (7) days of delivery of the goods by us.
12.4 The time limit for notifying us of your claim may be extended upon receipt of your written request provided such request is received within seven (7) days of delivery. Consent to such a request will not be unreasonably withheld.

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13. Delays in transit

13.1 Other than by reason of our negligence or breach of contract, we will not be liable for delays in transit.
13.2 If through no fault of ours we are unable to deliver your goods, we will take them into store. The Agreement will then be fulfilled and any additional service(s), including storage and delivery, will be at your expense.

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14. Our Right to Hold the Goods (lien)

We shall have a right to withhold and/or ultimately dispose of some or all the goods until you have paid all our charges and any other payments due under this or any other Agreement. (See also Clause 23). These include any charges that we have paid out on your behalf. While we hold the goods you will be liable to pay all storage charges and other costs incurred by our withholding your goods and these terms and conditions shall continue to apply.

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15. Disputes

In the event of any dispute or complaint regarding our services, Moveroo must be notified in writing within 7 days of the service date. We will make every effort to resolve the issue promptly and fairly.

If a resolution cannot be reached directly, the matter may be referred to an independent mediation or dispute resolution service. This clause does not affect your statutory rights.

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16. Our right to sub-contract the work

Use of Subcontractors
Moveroo may subcontract all or part of the services at our discretion and without prior notice. Any subcontractor engaged by us operates as an independent contractor, not as an employee, agent, or representative of Moveroo.

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No Liability for Subcontractors
Moveroo is not responsible or liable for the actions, performance, conduct, delays, damages, or service quality of any third-party subcontractor. By using our services, you acknowledge and agree that any issues, claims, or disputes arising from work carried out by a subcontractor are strictly between you (the client) and the subcontractor.

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Client Agreement
By booking or using our services, you agree that you will not pursue claims, legal action, or compensation from Moveroo for matters resulting from work performed by a subcontractor, including but not limited to loss, damage, delays, or unsatisfactory service.

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17. Route and method

17.1 We have the right to choose the method and route by which to carry out the work.
17.2 Unless it has been specifically agreed otherwise in writing in our Quotation, other space/volume/capacity on our vehicles and/or the container may be utilised for consignments of other customers.

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18. Advice and information for International Removals

We will use our reasonable endeavours to provide you with up-to-date information to assist you with the import/export of your goods. Information on such matters as national or regional laws and regulations which are subject to change and interpretation at any time is provided in good faith and is based upon existing known circumstances. It is your responsibility to seek appropriate advice to verify the accuracy of any information provided.

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19. Applicable law

This contract is subject to the law of this country (UK) in which the office of the company issuing this contract is situated.

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20 Your forwarding address

20.1 If you send goods to be stored, you must provide an address for correspondence and notify us if it changes. All correspondence and notices will be considered to have been received by you seven days after sending it to your last address recorded by us.
20.2 If you do not provide an address or respond to our correspondence or notices, we may publish such notices in a public newspaper in the area to or from which the goods were removed. Such notice will be considered to have been received by you seven days after the publication date of the newspaper. Note: If we are unable to contact you, we will charge you any costs incurred in establishing your whereabouts.

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21. List of goods (inventory) or receipt

Where we produce a list of your goods (inventory) or a receipt and send it to you, it will be accepted as accurate unless you write to us within 10 days of the date of our sending, or a reasonable period agreed between us, notifying us of any errors or omissions.

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22. Revision of storage charges

We review our storage charges periodically. You will be given 3 months’ notice in writing of any increases.

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23. Our right to Sell or dispose of the Goods

If you fail to pay outstanding charges or collect your goods within a reasonable time after notice, Moveroo reserves the right to sell, dispose of, or otherwise deal with the goods to recover our costs. We will make reasonable efforts to notify you in advance. Any proceeds from the sale will be applied to your account, and any surplus will be returned. If the sale does not cover our costs, you will remain liable for the balance.

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24.Moving date changes and deposit 

We are happy to take provisional dates for moving days but please note that this does not form a guaranteed booking (‘confirmed fixed booking’).

24.1. Confirmed fixed bookings are made on a first come, first served basis and are subject to availability.
24.2. 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.
24.3. If your move goes ahead on the confirmed fixed date, your deposit amount will be deducted from your final bill.
24.4. If your confirmed fixed date changes, you will need to secure your new date with a further 10% deposit.
24.5. 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.
24.6. 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.

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25. Termination of Storage

If payments are up to date, we will not end this contract except by giving you three months’ notice in writing. If you wish to terminate your storage contract, you must give us at least 10 working days’ notice (working days are defined in Clause 7 above). If we can release the goods earlier, we will do so, provided that your account is paid up to date. Charges for storage are payable to the date when the notice should have taken effect.

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26. Termination Policy Due to Abusive Behaviour

We are committed to providing a safe and respectful environment for both our guests and staff. If a booking is made and the guest arrives—or is due to arrive—and displays abusive, aggressive, or inappropriate behaviour toward any member of our staff either in person or over the phone, we reserve the right to immediately terminate the booking.

 

In such cases, no refund will be issued, including any deposit paid. These funds will be retained to cover staff compensation and the disruption caused.

We appreciate your understanding and cooperation.

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27. Missed Appointment / Communication Policy

If our team arrives at the scheduled time and is unable to proceed due to a language barrier, no one answering the door, a no-show, or unanswered phone calls, we will wait for an additional 20 minutes on-site.

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If there is still no communication after this period, we will assume the appointment cannot go ahead and may need to make alternative arrangements. Unless prior written instructions have been provided, the visit will be marked as incomplete and may be subject to additional charges or forfeiture of any deposit paid.

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We strongly advise that someone who is able to communicate clearly and is reachable be present at the time of the booking.

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28. Policy on Abusive Behaviour and Payment

In the event that a customer displays rude or abusive behaviour, we reserve the right to request the full payment—including any outstanding balance—immediately to secure the full amount owed. In most cases, under such circumstances, we will also discontinue the work and leave the premises.

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We maintain a zero-tolerance policy toward disrespectful conduct to protect the wellbeing of our staff.

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29. Vehicle Load Capacity

For legal and health & safety reasons, we will not overload our vans under any circumstances. This ensures the safety of our team, the public, and other road users.

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Our standard 3.5-tonne Luton vans typically have a payload of approximately 800–1000kg, depending on the vehicle’s make, configuration (e.g., tail lift or internal fittings), and fuel level. While the internal space of the van can accommodate large volumes, it is the customer’s responsibility to ensure that the total weight of items does not exceed the van’s legal payload as shown on the vehicle’s specification plate.

 

If your load exceeds the maximum payload, additional arrangements may be required, which could result in extra charges or delays. Our driver may assess the load on arrival and, if they determine that loading the full amount would risk exceeding the legal limit, they may:

• Partially load items

• Decline certain items

• Recommend an alternative solution or additional vehicle

Overloading a vehicle is illegal and unsafe, and Moveroo cannot accept liability for delays, service limitations, or extra costs resulting from loads that exceed the legal payload or from inaccurate load information provided by the customer.

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30. Hourly Rate Jobs (Moveroo)

In addition to our fixed-price services, Moveroo and our Partners offer an Hourly Rate Service ("Hourly Rate Job"). This option allows customers to book transport services based on time rather than a fixed fee. The following terms apply exclusively to Hourly Rate Jobs and are binding only for customers who choose this option.

4.1 Booking an Hourly Rate Job

If you wish to book an Hourly Rate Job, you must:

• Select the Hourly Rate Job option on the Booking Request Form; and

• Provide a clear and accurate summary of the Transport Services you require, including all necessary details to help us plan and deliver the service appropriately.

4.2 Vehicle and Staffing Requirements

You must confirm the following within the Booking Request Form:

• The size of the vehicle required; and

• Whether additional personnel (e.g., a second driver) are needed.

4.3 Pricing Options

Once we receive your Booking Request Form, Moveroo will provide you with a selection of Price Options, based on:

• The service details you submitted; and

• The type of vehicle requested ("Hourly Rate Vehicle").

4.4 Vehicle Availability

While we will make every reasonable effort to provide the Hourly Rate Vehicle you requested, it may not always be available. In such cases, we reserve the right to assign a comparable alternative vehicle.

4.5 Material Differences on Arrival

If, upon arrival, the actual Transport Services you require are materially different from what was stated in your Booking Request Form (in our or our Partner’s reasonable opinion), we reserve the right to immediately terminate the contract. This will be considered a breach of contract by you, and you will not be entitled to a refund, in accordance with clause 7.3.1.

4.6 Item Exclusions for Hourly Rate Jobs

In addition to the general exclusions outlined in these Terms, Hourly Rate Jobs do not cover the transport of the following items:

• Pianos

• Motorcycles

• Any type of motor vehicles

4.7 Additional Charges for Overtime

If the Hourly Rate Job takes longer than the time specified in your Booking Request Form:

• We will notify you by email as soon as possible regarding any additional charges incurred.

• You must pay these additional charges before offloading the goods.

4.8 Delays Beyond Scheduled Time

By entering into this contract, you acknowledge that external factors may cause the Hourly Rate Job to take longer than estimated.
If the job exceeds the booked time by more than one (1) hour, Moveroo and/or our Partners may, at our sole discretion:

• Cease the Transport Services immediately; and

• Still charge you for all additional time spent up to that point.

No refunds will be provided in such cases.

4.9 What's Included in the Hourly Rate Job

The base price of an Hourly Rate Job includes:

• One (1) driver

• Up to 10 miles of fuel

4.10 Additional Services & Fuel Charges

• If you request an additional driver, this will be included in your quotation (refer to our Additional Pricing Brochure for more details).

• Additional fuel beyond the 10-mile allowance will be charged at £0.50 per mile, payable under the same terms as outlined in clause 4.7.

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