Terms & Conditions

1 Company Information

Throughout these Terms, "we", "us", and "our" refer to Reliable Moving Services Limited. "You" and "your" refer to the customer placing the booking.

2 Definitions

• Booking — your confirmed order for removal or transport services.
• Goods — items, furniture, belongings, packages, or cargo included in your booking.
• Service — the moving, collection, delivery, transport, loading, or unloading we provide.
• Moving Date — the scheduled date on which your service is to be performed.
• Property — the collection and/or delivery address stated in your booking.
• Business Day — any day other than a Saturday, Sunday, or public holiday in England and Wales.

3 Our Services

We provide professional removal and transport services throughout the United Kingdom, including:

Unless expressly agreed in writing, our services do not include storage, specialist lifting, crane hire, customs clearance, or the transport of prohibited or dangerous items.

4 Booking & Acceptance

4.1 How to Book

Bookings may be made through our website at reliablemovingservices.co.uk or by calling +44 7586 916 120.

4.2 When Your Contract Is Formed

A binding contract between you and us is formed only when all four of the following have occurred:

1. You have provided full and accurate booking information;
2. We have issued a quotation or confirmed the agreed price;
3. You have accepted that quotation; and
4. Payment has been received and your booking confirmed by us.

4.3 Accuracy of Information

You are responsible for ensuring that all booking information is accurate, complete, and not misleading — including the nature, quantity, size, weight, and value of your goods, property access conditions, and delivery destination.

5 Prices & Payment

5.1 Fixed Pricing

We offer fixed-price quotations based on the information you provide at the time of booking. The price you see when you book is the price you pay — provided the job matches the details supplied.

5.2 Payment Timing

All bookings must be paid in full before the service begins, unless we expressly agree otherwise in writing.

5.3 Accepted Payment Methods

5.4 Additional Charges

Additional charges may apply where the actual job differs from the information provided, including undeclared items, incorrect addresses, restricted access, lack of parking, waiting time, additional floors, oversized items, or changes requested after booking confirmation.

6 Customer Obligations

Before and during the service, you agree to:

1. Ensure all goods are properly packed, protected, and ready for transport before our arrival;
2. Provide correct collection and delivery addresses and contact details;
3. Notify us in advance of any stairs, lifts, narrow hallways, restricted access, or parking limitations;
4. Inform us in advance of any heavy, bulky, fragile, or high-value items;
5. Ensure safe and lawful parking is available for our vehicle as close as reasonably possible to the property;
6. Ensure an authorised person is present at collection and delivery unless otherwise agreed;
7. Check all goods upon delivery and notify us promptly of any visible issue;
8. Confirm that you have the legal right to transport all goods included in the booking.

7 Access, Parking & Delays

8 Prohibited & Restricted Items

We do not transport and you must not include in any booking:

• Hazardous, flammable, explosive, or corrosive materials;
• Weapons, firearms, ammunition, or controlled items;
• Cash, negotiable instruments, or money;
• Jewellery, precious stones, or precious metals;
• Batteries not properly declared and prepared for lawful transport;
• Illegal, stolen, or prohibited goods;
• Any item which in our reasonable opinion creates a safety, legal, or operational risk.

9 Variations & Extra Charges

Any variation to the agreed job may affect the quoted price, including:

• Extra items not disclosed at booking;
• Changes to collection or delivery address;
• Changes to time slots or moving date;
• Additional floors or absence of lift access;
• Items heavier or larger than originally declared;
• Unexpected dismantling, packing, or repositioning requests on the day.

Where a variation is material, we may require additional payment before continuing. If the variation makes the job unsafe, unlawful, or commercially impractical, we reserve the right to refuse to continue.

10 Cancellation & Rescheduling

10.1 Free Cancellation

10.2 Late Cancellation

If you cancel within 48 hours of the moving date, the booking is non-refundable unless we expressly agree otherwise in writing.

10.3 Rescheduling

If you request a date change within 48 hours of the moving date, we may treat the booking as non-refundable, apply a rescheduling fee, and charge any difference in price applicable to the new date.

10.4 Cancellation by Us

We may cancel or refuse a booking where:

• Payment has not been received;
• Booking details are inaccurate or materially misleading;
• The goods or property present a safety, legal, or access issue;
• Circumstances arise outside our reasonable control.

Where we cancel due to your breach, any refund is at our discretion. Where we cancel for reasons not caused by you and cannot reasonably reschedule, we will refund all sums paid for the unperformed service.

11 Delivery Times

Any collection or delivery time we provide is an estimate only, unless expressly confirmed as a guaranteed time in writing.

We are not liable for delays caused by traffic, accidents, weather, road restrictions, property access issues, overruns from previous jobs, or other events outside our reasonable control.

12 Liability & Damage

12.1 Standard of Care

We will exercise reasonable skill and care in performing the service.

12.2 Liability Limit Per Item

12.3 Exclusions

We are not liable for:

• Pre-existing damage, wear and tear, gradual deterioration, or inherent defect;
• Damage caused by inadequate packing carried out by you or third parties;
• Items not disclosed at the time of booking;
• Fragile items not appropriately packed and clearly declared;
• Cash, jewellery, documents, collectibles, or prohibited items;
• Indirect loss, loss of profit, loss of business, or loss of opportunity;
• Loss caused by your instructions, omissions, or breach of these Terms;
• Minor cosmetic marking that does not materially affect normal use;
• Damage to items packed inside furniture, drawers, or containers by you, unless separately declared and suitably protected.

12.4 High-Value Items

You must notify us in advance of any item of unusual value, fragility, size, or importance. We reserve the right to refuse such items unless separately agreed in writing.

12.5 Risk Transfer

Risk in the goods passes back to you once delivery is completed and the goods are made available to you or your authorised representative at the delivery location.

13 Claims Procedure

13.1 Initial Notification

You must notify us of any visible damage, missing item, or loss as soon as reasonably possible and no later than 100 hours after delivery.

13.2 Formal Claim Deadline

Any formal claim must be submitted in writing within 7 days of the delivery date.

13.3 Evidence Required

All claims must include:

• Clear photographs of the affected item;
• A written description of the issue;
• Proof of value or ownership if requested;
• Your booking reference and delivery date.

13.4 Late or Unsupported Claims

14 Refusal of Service

We may refuse, suspend, or terminate the service immediately if:

• The environment is unsafe for our team, vehicle, or the public;
• Goods have not been accurately described at booking;
• You ask us to carry prohibited items;
• There is abusive, threatening, or unlawful conduct directed at our team;
• Property access is materially different from what was declared;
• Continuing the service would expose us to legal or operational risk.

15 Force Majeure

We are not liable for any delay, non-performance, or cancellation caused by events outside our reasonable control, including extreme weather, flooding, fire, road closures, accidents, vehicle breakdown despite reasonable maintenance, industrial action, acts of God, civil disturbance, government restriction, or other emergency situations.

16 Privacy & Communications

We use your contact details and booking information to administer your booking, provide the service, process payment, respond to claims, and communicate with you about your move.

You agree that we may contact you by telephone, email, SMS, or WhatsApp where reasonably necessary in connection with your booking.

For full details of how we collect, use, and protect your personal data, please read our Privacy Policy.

17 Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any dispute arising in connection with these Terms or the services we provide shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise.