These are the general terms for Expert Movers enquiries and services. The legal supplier, business address, exact scope, price, payment schedule, insurance information and any booking-specific cancellation terms will be shown in the written quotation or booking confirmation. If those documents conflict with this page, the signed or accepted booking document takes priority. Nothing here removes a consumer’s statutory rights.
1. Quotations and surveys
Quotations depend on the inventory, addresses, access, parking, dates, distance and services disclosed. Estimates based on photographs, calls or incomplete inventories may change if the work is materially different. Tell us promptly about additional items, stairs, long carries, restricted lifts, waiting time, dismantling, heavy or fragile items and changes of address or date.
2. Booking and payment
An enquiry or survey request is not a confirmed booking. A booking is confirmed only when we accept it in writing and any stated deposit or booking requirement is completed. Payment dates and accepted methods appear in the quotation or invoice. We may pause or refuse work where an agreed payment is overdue, subject to applicable consumer law.
3. Your responsibilities
- Provide an accurate inventory and disclose valuables, unusually heavy items and anything requiring specialist handling.
- Ensure lawful access, suitable parking or permits, lift reservations, keys and building permissions at the agreed time.
- Pack customer-packed goods safely and label fragile items, unless packing is included.
- Keep passports, jewellery, money, medicines, keys, documents and irreplaceable personal items with you.
- Disconnect, secure and prepare appliances and specialist equipment using qualified contractors where required.
- Keep children and animals safely away from working and vehicle areas.
4. Items we do not normally carry
Unless accepted in writing, this includes illegal goods, explosives, firearms or ammunition, gas cylinders, fuels, paints and chemicals, asbestos or hazardous waste, perishable or temperature-controlled goods, live animals, plants requiring controlled transport, and cash or high-value documents. We may refuse any item that appears unsafe, unlawful, contaminated, inadequately packed or beyond the agreed team or equipment capability.
5. Packing, dismantling and property protection
We use reasonable care and skill and the protection agreed for the job. Customer-packed goods must be in suitable containers. Flat-pack, aged, modified or damaged furniture may not withstand dismantling or reassembly; we will explain any concern we identify. Wall fixing, plumbing, gas, electrical work and specialist disconnection are excluded unless expressly agreed and undertaken by an appropriately qualified person.
6. Parking, delays and waiting
The customer is responsible for arranging parking or permits where agreed and for telling us about restrictions. Arrival and completion times are reasonable estimates because traffic, previous jobs, keys, access, weather and events outside reasonable control can cause delay. Additional waiting, parking, congestion, ferry, toll or access costs are payable only where the quotation or an agreed change allows them.
7. Changes, postponement and cancellation
Tell us as soon as possible if you need to change or cancel a booking. The notice periods and charges applicable to your booking will be set out before confirmation and must be fair and reflect the circumstances and costs incurred. Consumers booking at a distance may have a statutory cancellation period. If you ask us to begin during that period, you may be asked to make an express request and may need to pay a proportionate amount for work supplied before cancellation. These rights may differ where an exemption applies or the service has been fully performed with the required agreement.
8. Storage, clearance and third parties
Storage is subject to the facility, inventory, access and payment arrangements stated in the quotation. Clearance items must be clearly separated from items to move or retain. Restricted or hazardous waste requires an agreed specialist route. We may use vetted crew, subcontractors, carriers, storage operators or specialists where appropriate while remaining responsible to the extent required by the contract and law.
9. Loss, damage and claims
Available insurance cover, exclusions, customer obligations and any declared-value requirements will be provided with the quotation or policy summary. Check accessible goods and property at delivery and report concerns promptly, with photographs and supporting information. A prompt report helps investigation but does not remove rights that cannot lawfully be excluded. We are not responsible for pre-existing defects, inherent deterioration or damage caused solely by inadequate customer packing, except where law provides otherwise.
10. Our responsibility
We do not exclude liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud, or rights and remedies that consumer law protects. For business customers, any agreed limits or exclusions will be stated in the commercial quotation or contract.
11. Complaints and law
Contact info@expert-movers.co.uk or call 07712 348859 with the booking reference, facts and supporting photographs. We will acknowledge and investigate the matter. These terms are governed by the applicable law of England and Wales, without restricting any mandatory consumer right to bring proceedings elsewhere in the UK. See our Privacy Policy.