Terms.
Last updated · 2026
Quotes and bookings
Quotes are valid for thirty days from issue. Booking is confirmed when you accept the written quote and the deposit is received. The booking sits inside our standard written terms, which are attached to the quote document.
Payment
Deposit at booking. Balance due before the van leaves London. Payment terms and the deposit-refund window are stated on the quote document. Any advance-payment protection scheme we are a member of is published, with its membership number, in the site footer.
Cancellation
Cancellation more than fourteen days before the agreed move-out date returns the deposit in full, less any survey-related costs already incurred. Cancellation within fourteen days follows the schedule on the quote document.
Claims and insurance
Goods-in-transit cover is included with every move. The certificate of insurance accompanies your written quote. Claims must be reported within seven days of delivery; the claims process is explained in the cover document.
Outside our responsibility
Items not declared at survey, items packed by the customer in unmarked boxes, perishable goods, currency, jewellery, and unique-value items unless specifically scheduled and underwritten. Customs delays caused by incomplete or incorrect documentation provided by the customer.
Disputes
Raise a complaint with us in writing and we will respond in writing. If we cannot resolve it between us, you retain every right you have under the Consumer Rights Act 2015, and you may refer the matter to an alternative dispute resolution provider or to the courts. Where we hold a trade-body membership that offers an independent scheme, the membership number and the route to that scheme are published in the site footer.