Terms of Use

Welcome to Home2Home Removals Ltd. and thanks for visiting. By accessing our site, you are agreeing to these terms. So please read them carefully.

Abouth booking

  1.  When booking with us you are booking for one trip only.  If you wish the driver to make more than one trip for you, you are able to ask the driver to do this on the day, however, he will charge you his via stop fee for any additional trip, plus a mileage charge for the additional mileage.

Additional cost

  1.  Customers are responsible for payment of additional monies if a booking exceeds the time booked for.  Any additional monies for extra time should be paid in cash to the driver at the completion of the job.-

  2. Customers are responsible for payment of additional monies if they omit a relevant stair charge from their booking and subsequently require the driver to carry goods up/down stairs.  The stair charge is clearly visible on the Quote.


Cancellations

  1. If you cancel your booking more than 7 working days (Mon to Fri) prior to your pick-up time we will refund any card payments in full, less the booking fee which is the cost to us of processing both the booking, and the cancellation.

  2. Cancellations made less than 7 working days (Mon to Fri) before the pick-up time will be charged a 35% cancellation fee.

  3. There is no 'cooling off' period after booking and our cancellation policy applies immediately the booking is confirmed.

  4. If you cancel your booking within 24 hours of the booking due to start you will not be refunded any monies that have been paid.


Parking

  1. Suitable parking arrangements for the service provider will be made by you, the customer, at your own expense.  These include, but are not limited to, suspended bays, parking permits, width restrictions and parking distances from your premises.  You will fully indemnify the service provider if fines or penalties are incurred as a result of your failure to make said arrangements.


Packing

  1. It is the customer’s responsibility to pack everything properly (unless packing services are requested).  Home2Home Removals Ltd. does not accept responsibility for damage or breakage caused by poor packing.


Fridge freezers

  1. It is the customer's responsibility to ensure that all fridge freezers are fully defrosted

  2. It is the customer's responsibility to ensure that all fridge freezers are fully emptied  and free from any kitchen casing/unit fitting.

  3. After a fridge or freezer is delivered and put in place, we suggest that it is left for 24 hours to settle before it is powered back on.


Washing Machines/Dishwasher

  1. It is the customer's responsibility to un-plumb washing machines/dishwashers prior to our arrival.

  2. It is the customer's responsibility to ensure that that all washing machines/dishwashers are free from any kitchen casing/unit fitting.

Dismantling of Furniture etc

  1. It is the customer’s responsibility to dismantle items before our arrival.  This is to include any unit, system, furniture or beds, unless this service has been requested in the brief description box. Our drivers all carry basic tools but any specialist tools required for the disassembly/reassembly of furniture should be provided by the customer.

Access to the new Property

  1. It is the customer’s responsibility to make sure that all items are able to be moved into the new property (for example, wardrobe, bed, sofa etc). We are not insured for removing any windows or making new entrances to the property.

Customer Delays

  1. If any delay is caused by the customer (e.g. everything is not packed, waiting for keys, incorrect address, etc) our drivers reserve the right to add an extra cost to the final bill.

Stairs

  1. Please note that our drivers have a stair charge if you require them to carry your goods up or down any flights of stairs during your booking.  For this reason, when you book with us you are asked to select if there are stairs at either collection or delivery address, and if so, how many flights.  You are provided with a drop-down box to select how may flights there are at each address and a flight is classed as anything more than 8 consecutive steps.


Non-Payment

  1. We reserve the right to impose immediate temporary or permanent withdrawal of your right to use our website.

  2. We reserve the right, upon non-payment to a service provider, to register your details with various blacklists and credit reference agencies.

Minimum Charge

  1. There is a 2 hour minimum charge on all bookings.

  2. No time will be refunded under any circumstances for any hours booked irrespective of how many hours have been used.

Congestion Charge

  1. From 22.06.2020 the Congestion Charge will increase to £15.00 and operate between 07:00 and 22:00 seven days a week.  The Congestion Charge is added to the online quotes you receive if your move either begins or ends inside the Congestion Zone.

Delays

  1. All of our drivers do their very best to be on time, but there may be delays caused by circumstances out of our control (for example, weather, traffic, etc).

  2. We do not accept responsibility for any customer losses due to out of our control pick-up/delivery delays.

Losses/Damage

  1. We do not accept responsibility for damaged or lost property once the job is complete and payment is made.

  2. In the unlikely event of any damage to your items, we have strict conditions placed on us by our insurance company.  

  3. All damage or loss must be reported within 24 hours of the completion of your booking.

  4. In the event that damage is reported to us, corroborating pictures of the damage should be supplied within 72 hours of the booking taking place, failing which a damage complaint cannot be processed.

  5. In the event that a customer is expressly advised that a specialist mover/service should be booked for their move, no liability will be accepted for damage to goods/property should the customer decide to proceed with the booking in any event.

  6. In the event that a customer is expressly advised that items should be dismantled prior to the move, no liability will be accepted for damage to goods/property should the customer decide to proceed with the booking without following said advice.

  7. If reporting damage to goods which have been placed in storage and which only becomes evident on the goods being removed from storage, proof must be submitted that no third party has had access to the storage unit in the intervening period.  This can be obtained on request from the storage unit Manager.  

  8. If reporting missing goods which have been placed in storage and which only becomes evident on the goods being removed from storage, proof must be submitted that no third party has had access to the storage unit in the intervening period.  This can be obtained on request from the storage unit Manager.

  9. It is essential that you have original dated photos of the item(s) concerned. Please note that any damage claims made after the 24 hour period expires will not be considered.

  10. Any estimates in relation to replacement/repair of damaged goods or property must be provided within 28 days of the move date. Estimates provided beyond this time cannot be considered.

  11. The service provider will not be held liable for damage if it is determined that your goods were already damaged, or had an inherent defect.

  12. Please note that without photographic evidence that goods were undamaged prior to your move, we are unable to compensate for scratched furniture, walls or flooring. (This is due to the difficulty in assigning liability for such damage in the absence of definitive proof). 

  13. We are unable to process a damage complaint for any communal area in a property.  This is due to the communal nature of usage and the difficulty in assigning responsibility for damage.

  14. No complaint will be considered if the booking has not been paid in full.

  15. No complaint will be considered if raised more than 28 days from the date of the booking.

Ikea/Argos Like products

  1. Please note that Compare the Man and Van and its drivers will not take any responsibility for any damage or breakages involving any Ikea or Argos products of any type. This is due to the poor standard of construction and the one-off build design of their products.

  2. Flat pack furniture of any kind should not be disassembled as this can weaken the item and cause damage during transport.


Monitors

  1. Please note that Home2Home Removals Ltd. and its drivers will not take any responsibility for any internal damage to a television/PC or Monitor without clear evidence of external damage to the television/PC or Monitor.  

  2. This will include but is not exclusive to:

          *  backlight 'bleeding';

          *  colour banding or bleeding;

          *  clouding of the screen; or

          *  pixel damage.

Due to the sensitive nature of televisions/computer equipment, without clear evidence of external damage, it is impossible to prove who caused any internal damage.

 

41 Skylines Business Village, Limeharbour,
Canary Wharf
London
E14 9TS
United Kingdom

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Home2Home Removals Ltd.
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