Terms & Conditions

These conditions set out the terms of the contract between Pack & Go Removals Bristol Ltd, trading as Pack & Go Removals (‘Us’), and the Customer (‘You’) and explain your rights, obligations and responsibilities.

Interpretation:

  • ‘You’ or ‘Your’ means the Customer.
  • ‘We’, ‘Us’ or ‘Our’ means Pack & Go Removals Bristol Ltd, trading as Pack & Go Removals.
  • ‘Goods’ means the goods being removed.

1. Terms & Conditions

  • We charge by the hour, with a minimum charge of two hours for all services, unless a fixed price has been agreed. Charges are calculated in hourly increments, and any part of an hour will be charged as a full hour.
  • Where a fixed-price quotation has been provided, We reserve the right to amend the quotation to reflect any additional services not previously agreed.
  • Any fixed-price quotation is based on the information provided by You before the removal, including any inventory, photographs, video survey or home survey where applicable. If the quantity, size or nature of the Goods, access conditions or services required differ materially from the information provided when the quotation was prepared, additional charges may apply. Where reasonably possible, We will discuss any additional charges with You before carrying out the additional work.
  • Where We have recommended a particular number or size of vehicles and You choose a reduced vehicle option against Our recommendation, We cannot be responsible if all Goods cannot be transported within the booked vehicle capacity. Any additional journey or vehicle required may be subject to an additional charge and availability.
  • Late Key Protection is provided free of charge with fixed-price quotations. No additional waiting time charges will apply in the event of delays in gaining access to the property, provided the removal is completed and all items have been unloaded before midnight on the agreed moving date.
  • For hourly-rate removals, Late Key Protection does not apply. Any waiting time resulting from delayed access to the property will be charged at the standard rate of £55 per hour, per person.
  • Time starts when Our vehicle arrives at the address provided and finishes once the last item has been unloaded or the Customer’s other agreed requirements have been completed.
  • Where boxes, cartons, bags or other containers have been packed by You or another third party, We will not be responsible for loss or damage resulting from inadequate packing, insufficient protection, overloading, unsuitable containers or the manner in which the contents were packed. This does not exclude Our responsibility where loss or damage was directly caused by Our failure to exercise reasonable care and skill. You are responsible for ensuring that fragile, valuable or unusually delicate items are appropriately identified to Us before the removal begins.
  • Unless specifically agreed otherwise, drawers, wardrobes, cupboards, cabinets and similar furniture should be emptied before being moved where their contents may increase the risk of damage. We will not be responsible for damage caused solely by items left inside furniture without Our knowledge where those items materially contributed to the damage.
  • We will not move any Goods from a loft unless proper lighting, flooring and safe access are provided.
  • No discount or compensation will be payable solely as a result of a delayed arrival. Scheduling times are estimated. We always do Our best to arrive on time, but circumstances outside Our reasonable control may result in delays. We appreciate Your understanding and patience.
  • We reserve the right to postpone, suspend or cancel the service where circumstances outside Our reasonable control make it unsafe or impractical to carry out the removal. This may include severe weather, unsafe road conditions, road closures, accidents, vehicle breakdowns, major traffic disruption or other unforeseen circumstances. Where reasonably possible, We will contact You as soon as practicable and make reasonable efforts to arrange an alternative.

2. Damage Caused by Us

Pack & Go Removals will exercise reasonable care and skill when handling and transporting Your Goods.

We will only accept responsibility for direct physical loss of or damage to Your Goods where it is established that the loss or damage was directly caused by Our negligence or failure to exercise reasonable care and skill while the Goods were being handled, loaded, transported or unloaded by Us.

We will not be responsible for loss or damage resulting from:

  • pre-existing damage, defects, weakness, deterioration or previous repairs;
  • normal wear and tear;
  • the inherent nature, condition or fragility of an item;
  • inadequate or unsuitable packing carried out by You or another third party;
  • overpacked, overloaded or unsuitable boxes, bags or other containers;
  • Goods left inside drawers, cupboards, wardrobes or other furniture where this contributed to the damage;
  • electrical or electronic equipment transported without suitable protective packaging where the lack of protection contributed to the damage;
  • mechanical or electrical faults where there is no evidence of external physical damage caused by Us;
  • dismantling, assembly, disconnection or reconnection carried out at the Customer’s own risk in accordance with these Terms & Conditions;
  • circumstances outside Our reasonable control.

Where We accept responsibility for damage, We must be given a reasonable opportunity to inspect the item and assess the damage before any repair, disposal or replacement is arranged by You.

Where reasonably possible, We reserve the right to arrange an appropriate professional repair or restoration of the damaged item or affected part before replacement or compensation is considered.

Where repair or restoration is not reasonably possible, any compensation will be assessed taking into account the extent of the damage and the age, condition and reasonable value of the item immediately before the damage occurred.

Damage to one part or component of an item will not automatically be treated as a total loss where the item can reasonably and safely be repaired or the affected component can reasonably be replaced.

3. Damage to the Premises

We will only accept responsibility for direct physical damage to the premises where it is established that the damage was directly caused by Our negligence or failure to exercise reasonable care and skill while carrying out the removal service.

We must be given a reasonable opportunity to inspect and assess the alleged damage before any repair work is arranged.

Where We accept responsibility for damage to the premises, We reserve the right, where reasonably possible, to arrange an appropriate professional repair or restoration of the affected area before any other compensation is considered.

We will not be responsible for pre-existing damage, defects, deterioration, normal wear and tear, or damage resulting from the existing condition or inherent weakness of the premises.

Our responsibility will be limited to the area directly damaged by Us and will not extend to unaffected areas of the premises, except where reasonably necessary to complete an appropriate repair.

4. Additional Charges

Additional charges may apply in the following circumstances:

  1. We are asked to provide an additional service not previously agreed.
  2. The quantity, size or nature of the Goods is materially different from the information provided when the quotation was prepared.
  3. The entrance or exit to the premises, stairs, lifts or doorways are inadequate for free movement of the Goods without mechanical equipment or structural alteration, or the approach, road or drive is unsuitable for Our vehicles and/or containers to load and/or unload within 20 metres of the doorway.
  4. Additional journeys, vehicles, staff or working time are required because of circumstances that were not disclosed to Us when the quotation was prepared.
  5. We are asked to return to a property to collect additional Goods after Our vehicle has departed, where those Goods were not identified to Our team before departure.

5. Customer’s Responsibilities

You are responsible for:

  • Declaring to Us the full value of the Goods being removed and/or stored.
  • Arranging proper protection for Goods. Where Goods are packed by You or another third party, We are not responsible for damage caused by inadequate or unsuitable packing.
  • Informing Us before the removal of any particularly fragile, valuable, unusually heavy or delicate Goods, or any items requiring specialist handling.
  • Informing Us of any known access restrictions, parking restrictions, narrow staircases, restricted doorways, lifts, long carrying distances or other circumstances that may materially affect the removal.
  • Preparing all appliances properly before their removal. Refrigerators and deep freezers must be emptied, defrosted and thoroughly cleaned. Washing machines should have their transit bolts or moving pins fitted where required to secure the drum.
  • Ensuring that all domestic and garden appliances—including, but not limited to, washing machines, dishwashers, hose pipes and petrol lawn mowers—are clean, dry and contain no residual fluids.
  • Securing the bottom and sides of each cardboard box with packing tape. Boxes should not be overloaded, and delicate items should be appropriately protected with packing paper, bubble wrap or other suitable protective material.

Note: Electrical or electronic equipment should, wherever reasonably possible, be transported in suitable protective packaging. Where You choose to transport such equipment without appropriate packaging, We will not accept responsibility for any loss or damage resulting from the lack of suitable protection or packaging.

  • Obtaining, at Your own expense, all documents, permits, permissions, licences and customs documents necessary for the removal to be completed, where applicable.
  • Providing Us with a correct and up-to-date contact address and telephone number during the removal and transit of the Goods.
  • Arranging suitable parking for Our vehicle(s), unless alternative arrangements have been discussed and agreed with Us in advance.
  • Being present or represented during the collection and delivery of the removal.
  • Checking that nothing that should be removed is left behind and nothing is taken away in error.
  • Making sure that furniture and other Goods will fit into the new property or intended location.
  • Where an item cannot reasonably be moved into or out of a property because of its size or the available access, We will not be required to remove doors, windows, banisters, structural fittings or other parts of the property unless this has been specifically agreed in advance. Any alternative arrangements or additional work may be subject to additional charges.
  • Paying any parking or meter suspension charges incurred by Us in carrying out the work.
  • Where We provide You with relevant documents, ensuring that they are signed by You or Your authorised representative as confirmation of collection or delivery of the Goods.
  • Arranging appropriate transport, storage or disposal of Goods listed in Section 8

6. Dismantling, Assembly and Appliance Services

Where agreed with the Customer, We may:

  • Dismantle and reassemble furniture.
  • Disconnect and reconnect appliances, including washing machines.
  • Dismantle and reassemble agreed fixtures, fittings or equipment.

These services are carried out at the Customer’s own risk. Pack & Go Removals will not be responsible for any faults, leaks, malfunction, deterioration or damage arising from the disconnection, reconnection, dismantling or reassembly of any appliance, furniture, fixture, fitting or equipment, except where such loss or damage is directly caused by Our failure to exercise reasonable care and skill.

The Customer is responsible for checking all appliances, connections, furniture, fixtures and fittings following completion of the service and for ensuring that they are safe and operating correctly before use.

7. Payment

Unless otherwise agreed by Us in writing:

  • Payment for all removal work undertaken is due immediately upon completion of the service, unless otherwise agreed in writing between Us. We accept credit/debit cards, cash or bank transfer.
  • Right to Hold the Goods (Lien): Pack & Go Removals reserves the right to withhold all or some of the Goods until all fees and charges due to Us have been paid. While We hold the Goods, You will be liable for reasonable storage charges and other costs incurred as a result of withholding the Goods, and these Terms & Conditions will continue to apply.
  • In respect of any invoices which are overdue and remain unpaid for more than 30 days, We reserve the right to charge interest calculated on a daily basis by reference to the Bank of England base rate.
  • You must pay Us for any additional services provided by Us that are not specified in the original quotation.

8. Goods Not to Be Submitted for Removal

The items listed under (I), (II), (III), (IV) and (V) below must not be submitted for removal and will not be moved by Us. The items listed under (VI), (VII), (VIII) and (IX) carry additional risks, and You should make Your own arrangements for their transport unless otherwise specifically agreed with Us.

(I) Potentially dangerous, damaging or explosive items, including gas bottles, aerosols, paints, firearms and ammunition.

(II) Perishable items and/or items requiring a controlled environment.

(III) Goods requiring a special licence or government permission for export or import.

(IV) Prohibited or stolen Goods, illegal drugs or pornographic material.

(V) Goods affected by fire damage, water damage or weather damage.

(VI) Refrigerated or frozen food or drink, perfumes, liquor, furs, wines, spirits, tobacco, cigars, cigarettes, jewellery, watches, trinkets, gold, platinum, precious stones, deeds, bonds, bills of exchange, promissory notes, money and securities, coins, stamps or Goods or collections of a similar kind.

(VII) Mobile phones, iPods and other hand-held electronic devices.

(VIII) Animals, birds, fish or reptiles.

(IX) Plants.

9. Cancellations and Changes to Moving Dates

Customers have the right to postpone or cancel Our services.

We understand that moving dates can change. Where possible, We will accommodate requests to reschedule fixed-price removals, subject to availability. Customers must notify Us as soon as possible if they wish to change their moving date.

Where a booking is rescheduled rather than cancelled, We will make reasonable efforts to transfer the booking to the new requested date without an additional charge, subject to Our availability.

Where a deposit has been paid and the booking is cancelled entirely, the deposit will be non-refundable.

Where no deposit has been paid, a cancellation charge of 10% of the agreed removal price may apply where the booking is cancelled entirely and Our services are no longer required.

By Entering into This Agreement, You Confirm That:

  • The Goods are Your own property, or You have the authority of the owner to enter into this agreement in relation to the Goods.
  • You confirm that You have read and understood these Terms & Conditions or, where You are acting on behalf of the owner, that the owner has been made fully aware of these Terms & Conditions.

You will be responsible for any reasonable costs or claims arising where either of the above statements proves to be untrue.

Pack & Go Removals Bristol Ltd
Company No. 17435244 | Registered in England & Wales
Registered Office: 3rd Floor, Old Stock Exchange, St. Nicholas Street, Bristol, BS1 1TG