Terms and Conditions

Quotation

Quotations are valid for 28 days from the date of the quote being received.

If extra Furniture or belongings are not declared and or are added to the move after receiving your quote, and more time or vans and or men are required than originally quoted to complete the job, further costs will be incurred.

Our service

We will aim to complete each job to a high standard. We will put all furniture where the client desires as long as it is reasonable and safe to do so. We will stack boxes where needed, if there is not enough floor space to stack boxes we may have to stack boxes higher than normal to get everything into the property.

It is the client’s responsibility to make sure their furniture will fit into the new location, and is in a good state of repair to move without damage.

If clients furniture will not fit into the new property extra costs may be incurred in the transportation to another location.  

We can disconnect and reconnect washing machines but we are not plumbers and do so at the client's own risk. We can disconnect dishwashers and fridges as long as there is space to do so and that the pipes and fittings are in a good state of repair. Leaking pipes and fittings are not our responsibility. We can only work with what is there and any additional fittings and work is the clients responsibility. It is not our Job to remove kitchen work tops or any other kind of carpentry work that may be required so that kitchen appliances fit in the new property. If the correct taps are not available or working then it’s the client’s reasonability to get them fixed.   

We cannot disconnect gas cookers, light fittings or electrical appliances that are hard wired into the wall.

Any furniture that is screwed to the wall like TV wall mounts, curtains and curtain rails, shelving, light fittings, and anything else, should be ready and disconnected by the customer prior to the move.

It is the customer’s responsibility to disconnect and reconnect any TV’s, stereos, computers, or any other electrical equipment.

Please note all furniture building/disconnecting services must be agreed prior to the move.

If we have to move white goods and or any furniture left behind by the previous tenants in your new property additional charges may be incurred.

We can move pianos but only from the ground floor to the ground floor.

We can take furniture out of a window if required but we will not take responsibility for any damage caused in doing so  Unless caused by our negligence. This is a risky and dangerous way to move furniture, we would be doing so purely to try to help you out. We would advise that you make other arrangements for your furniture like storage if they don’t fit into your property through conventional access. We can not remove the window itself, a professional window person should be arranged prior by the client.

Customers packing and moving responsibilities

We accept no responsibility for damage or breakage to items that have not been packed or protected by adequate means.

Double walled boxes should be used.

Glassware, picture frames, canvases. Ornaments and anything else considered “delicate”  must be wrapped in paper or bubble wrap.

Boxes that are not sealed and correctly padded may cause damage, so please make sure boxes are not overloaded and correctly sealed. It is the customer’s responsibility to ensure that the items will fit in the new premises.

We should not take any liquids in the van or hidden in any boxes, any damage from liquids that have been put in boxes or in the van is at the client's risk.

TV’s or audio equipment or any other electrical equipment must be correctly packaged in a protected box.  Electrical equipment that is not boxed is to be moved at the client’s risk and not covered by our Insurance.

Old pots with plants can crack and break just by moving them due to weather damage. Plants that have wooden pots that are weathered or moldy or cracked will be moved at the clients risk.

Fridges and freezers should be emptied and ready to move.

It is the customer’s responsibility to check everything in the house flat or storage has been loaded into our van’s before leaving the property.

The customer should remain on site throughout the removal unless agreed prior otherwise.

There should be reasonable access in and out of your property.

Start time

The customer should be packed and ready to move from the time scheduled, unless we have agreed to pack and move on the day.

Removals that are booked in the morning will have a specific agreed start time.

Removals that are booked in the afternoon will have an estimated start time. We always try to stick to the schedule but please be aware that every removal is different and there are many factors out of our control like traffic,parking,access,weather, we can’t be in two places at once.

If a morning removal runs over we would appreciate your understanding and patience, the afternoon start time can be much later than estimated. This is why it is an estimated time of arrival in the first place, which is subject to change. There will be no deduction of cost if we are later than our estimated time of arrival  (we will aim to deliver the service within a reasonable time, but this could be a few hours later than estimated)

Jobs charged by time

Local removals in Bristol that are charged by time will start from when the van arrives at the customer's house and finish once the last item has been unloaded or when all customers’ requirements have been fulfilled.

We charge in half an hour increments after the original minimum time has been agreed. If a job goes into the next half an hour for example If a move takes from 12-3:35pm this job would be rounded up to 4 hours.

Jobs outside of the city of Bristol will have the drive time charged from leaving the Bristol depot and or Bristol area to returning to the depot plus fuel. Unless a set price has been agreed.

Please note the following postcodes which are not in the city : BS20, BS21, BS22, BS23, BS24, BS25, BS26, BS27, BS28, BS29, BS35, BS36, BS37.

Please be aware that even though we will do our best to estimate job lengths, jobs may take longer than estimated. Moves will be charged for the time that they actually take to complete.

Due to the nature of removals there are many factors that can increase job length that are out of our control.

Rest breaks at work

All our guys are very fit but still require breaks. The current UK law requires that workers have the right to a minimum of one uninterrupted 20 minute rest break during their working day. This could be tea or lunch break.

If you offer our guys a tea break and you are being charged by time please be aware the charges will continue regardless of the break.

Furniture dismantling and reassembling

We can dismantle and rebuild furniture as long as the furniture is designed to do so and in a condition that allows this to happen. This has to be agreed to do so prior to the move.

Please note flat pack furniture is not designed to be taken apart and rebuilt many times. Even the most experienced and careful of hands cannot help the cheap woodchip from chipping and connecting dowels failing.

We will not be liable for the woodchip and dowels failing from disassembly or reassembly.  

Flat pack furniture may lose original rigidity even when correctly rebuilt. This is one of the reasons flat pack furniture is cheap to buy. We are not responsible if rebuilt furniture loses its original rigidity.

Some furniture may have been glued or nailed and or may not be designed to be taken apart without damage. We will not be liable for damage to furniture that has been glued or nailed together when taking it apart or rebuilding it.

Custom made furniture is not made to be disassembled. We can try to do this if needed but will not take responsibility for any damage.

Some furniture, especially furniture that is old may damage just by taking it apart. We will not be liable for any damage of any furniture that is rotten or moldy or not in a condition to take apart.

Boxes

We can deliver boxes subject to availability. We can also collect boxes after the move if they are in good condition and have not been written on. Please don't give us random boxes like amazon boxes etc, we will only collect like for like boxes that we have delivered.

Dirty or dangerous working conditions

Waste of any kind will not be tolerated in the working environment.

We reserve the right to cancel a job if the working environment is a risk to our workers health.

Items we will not move

Dangerous chemicals or hazardous substances, Toxic waste, paint tins and gas bottles. Live animals, firearms, drugs or any other illegal goods.

Payment

We will require full payment for any service no later than 72 hours prior to the job with any additional charges due no later than 7 days after the completion of the Job. We will send you an Invoice which can be paid either by debit or credit card, online banking or cash.

Provisional bookings

We can provisionally book you in so we can easily access your information and move your moving date around if needed with ease. A provisional booking is not a confirmed booking. We will do our best to advise if availability changes. A provisional booking is not a guaranteed booking. We can hold a provisional booking free of charge for up to 7 days prior. To continue to hold it within 7 days a 50% non refundable deposit will be required.

Making a booking

A 50% non refundable deposit will be due on confirmation of your booking. This will be to secure the date. The remaining balance will be required no later than 72 hours prior to the move.

If you give us more than 72 hours notice before the start time of your move AND we have availability then we are able to amend the date. This deposit is non refundable.

Cancellations

Customers have the right to cancel. There is no fee for cancelling as long as we are given proper notice.

If the client cancels 72 hours (3 days) or less prior to the move we will charge you 50% of the total bill cancellation fee. This does not apply if you have already paid the 50% non refundable deposit to hold a provisional booking or when you have confirmed your booking.

If we turn up to the move without notice of cancelling, 50% of the total cost of the job will be charged to cover costs.

Covid-19

We have the right to cancel or postpone jobs due to Covid-19 or other illness's that cause staff shortages. This would  be a last resort if there are no other solutions. If our staff are absent due to Covid-19 we would not physically be able to provide our service.

We would endeavour to re-book at the next possible opportunity. Failing this a full refund would be given unless some aspects of the service have already been completed.

We reserve the right to cancel any job if you or anyone in your household tests positive for covid-19.

Bad weather

We reserve the right to postpone or cancel your move due to bad weather. This is very unlikely and would be only due to extreme weather like flooding, heavy snowfall or Ice that could make driving dangerous. We would look to rebook you in as soon as we are available after bad weather conditions have passed. 

If our vehicle breaks down we would look to bring over another one of our vehicles if it’s available. We may be able to hire a vehicle if this is not possible.

If we cant source a replacement vehicle that day we will have to continue the service at the next point we can source a replacement vehicle and or the persons to do the move.  

We take no responsibility for mud and or dirt being brought into your property. Due to health and safety we can not take off our footwear. We can provide floor runners which offer a certain amount of floor protection. But It is the customer's responsibility to provide complete carpet/floor protection.

Sub-contracting work

We reserve the right to sub contract work which we have provided a quotation without notifying you. We use a small team of excellent subcontractors to help with the workload. The subcontractors are carefully selected, and we have worked with the same teams for many years. They meet our high standards of professional work and follow our code of conduct.

Insurance and Damages

Insurance is included with all our moves. Our vans all have goods in transit Insurance up to £30,000. Subcontracted vans also have this Insurance. This protects your goods while being handled and transported. A full inventory with individual values of items £500 and over must be emailed prior to the move.

Damaged items must be reported to us after moving in writing within 7 days. If an item is lost or damaged beyond repair we would look to replace the item like for like, or refund the value from your bill. We will pay a maximum of £40 per item that is scratched. If extra insurance is required please check your home insurance. Claims are subject to £300 excess which is the responsibility of the customer.

TV’s and computer monitors/screens must be correctly packaged in the original packaging/box. If they are not in the original box it is to be moved at the client’s risk and not covered by our insurance.

Public Liability Insurance

We are covered up to two million pounds.

Damage to customer’s property

Our insurance does cover accidental damage to customer’s property. Normal house Insurance should also cover this in the unlikely event of accidental damage to your property.

If the access to the property is smaller than the furniture and or items moving into it, damage may be unavoidable. We will not take responsibility for damage caused in this scenario.

What is not covered

Cash, jewelry, live animals, fish, reptiles, plants, precious stones and metals, deeds, bonds, stamps, theft of Items, loss of digital data/assets on a computer or any storage or other device, fire damage, water damage, weather damage. We will not be liable for mechanical or electrical faults unless there is evidence of impact damage.

Storage

Any damage from a storage unit leaking water, dust damage, infestation, or any other damage from being stored should be taken up with the storage company. When moving to storage it is advised that you are present to ensure the state of your goods on arrival to storage. We must be notified of any damage before the items are left in storage. We take responsibility in the moving of your goods but once they are in storage our responsibility’s end. We cannot supply blankets for storage. Scratches caused in storage because of the lack of protective blankets is not our responsibility.  Some storage containers are dirty and we cannot accept responsibility for dirt caused by the storage unit. We advise you to buy a mattress cover and or supply us with protective blankets from the storage company and to ensure adequate protection for your goods once they have left the care of the removal van. If you use another company to move you out of storage we cannot accept any damage because we won’t know who is responsible.

NHS discount

We offer 5% off the total cost of our services for NHS employees. A NHS ID badge must be emailed over for proof of employment prior to the move. The ID must be in the name of the person who made the original enquiry and the person who is making the booking. The booking can not be transferred into another name. 

Minimum value of our service for the discount is £300 + vat.

Pets and Animals

At Bristol Van Removals, we prioritize the safety and efficiency of our services. We kindly request that pet owners ensure their pets are not present on the premises or within the vicinity during the course of our removal services. Our staff is focused on completing the move with precision and speed, and the presence of pets can pose safety risks and potential disruptions.

To ensure a smooth and safe moving experience, we kindly request that pet owners make appropriate arrangements for their pets during the packing and removal process. This includes securing pets in a safe and comfortable location away from our team's work area.

We appreciate your understanding and cooperation in adhering to this policy, as it helps us maintain a safe and efficient working environment. Failure to comply with this policy may result in delays, additional charges, or refusal of service.

Please contact us if you have any questions or require further clarification regarding this policy.

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