Terms and Conditions

1. 1.1
   Our quotes are a fixed price for the work described, based entirely on what you tell us — postcodes, floors, lift access, parking and how much there is to move. A confirmed figure follows our review, usually within 30 minutes in business hours.
2. 1.2
   Each quotation says how long it stays open. Beyond that we may need to re-quote, because crew and vehicle availability move with the calendar.
3. 1.3
   The price covers the crew, the vehicle, fuel and standard protective materials. Blankets, straps and corner protection are part of the job, never an extra.
4. 1.4
   It does not cover charges imposed by anyone other than us: parking suspensions, meter charges, council permits, or any duty or levy applied by a public authority. Where those are needed we pass them on at cost and tell you before the day.
5. 1.5
   A standard working day runs from 9am to 5pm. When you book us for a day, that is the period the quoted price covers.
6. 1.6

   Although we quote a fixed price, we may amend it or add charges where any of the following was not accounted for when the quotation was prepared:

   1. 1.6.1a rise in our costs caused by currency movement, a change in taxation, or freight charges outside our control;
   2. 1.6.2additional services we end up supplying — anything not included in the information you gave us, or not shown to us at survey, may carry a surcharge;
   3. 1.6.3work continuing past 5pm on any day of the week without prior agreement, which may be charged at £29.00 per crew member per hour;
   4. 1.6.4keys or access to the destination arriving late, unless that was agreed with us beforehand;
   5. 1.6.5access to the collection or delivery point being inadequate, or the approach being unsuitable for our vehicles;
   6. 1.6.6parking charges, or any other fee incurred in order to carry out the work you have asked for;
   7. 1.6.7an entrance, exit, staircase, lift or doorway too restricted for the goods to be moved freely without mechanical equipment or structural alteration — or a road, drive or approach on which our vehicle cannot load or unload within 20 metres of the doorway.
7. 1.7
   Where any of those apply, the extra cost is yours. We raise it with you at the time rather than adding it afterwards, and wherever we can see it coming — late working in particular — we agree it with you in advance.
8. 1.8
   All prices are in pounds sterling and are the total payable.

1. 2.1
   Disconnecting or reconnecting appliances, fittings, gas, electrics or plumbing, or anything else needing a qualified trade.
2. 2.2
   Taking up or laying fitted floor coverings, and taking down or re-hanging curtains, blinds and wall-mounted fittings.
3. 2.3
   Moving anything our crew reasonably judges unsafe to move, or likely to be damaged, without specialist equipment or structural changes.
4. 2.4
   Clearing lofts, cellars or outbuildings with no lighting, no boarded floor or no safe way in.
5. 2.5
   Dismantling or assembling furniture, unless your quotation lists it.
6. 2.6
   Clearing snow, ice or other obstructions from driveways, paths or access areas at either address.

1. 3.1
   Anything hazardous: flammable liquids, chemicals, open paint, pressurised canisters, bottled gas and ammunition.
2. 3.2
   Food that will spoil, and anything else that could draw pests into the load or into storage.
3. 3.3
   Live creatures of any kind, and the tanks, cages or hutches they live in.
4. 3.4
   Anything unlawful to possess or transport, including controlled substances and property that is not lawfully yours.
5. 3.5
   Jewellery, watches, money, deeds, securities, coins, stamps and other items of high value in a small package. Please carry these yourself.
6. 3.6
   If any of these are put into the load without our written agreement beforehand, we accept no liability for their loss or damage, and you indemnify us against any claim, expense or penalty that follows.
7. 3.7
   Plants are the exception to this clause. We are happy to move them, but they travel entirely at your risk: a plant is a living thing, and no removal firm can control how one reacts to being lifted, boxed and left in a vehicle. Please water them beforehand rather than on the day, tell us if any are particularly large or delicate so we can plan space for them, and carry anything irreplaceable with you. Plants are a move-only item: we'll carry them between addresses, but we can't take them into storage. We cannot accept a claim for a plant that arrives wilted, dropped, damaged or dead.

You agree to:

1. 4.1
   declare the value of the goods and identify any single item worth more than £500, so the job can be planned around it;
2. 4.2
   provide an inventory of anything going into storage;
3. 4.3
   obtain every document and permission the move needs, and be present at collection and delivery — or appoint someone over 18 to act for you — so that nothing is taken or left behind by mistake and every room is checked;
4. 4.4
   empty, defrost and dry out fridges and freezers before we arrive, and accept that we cannot switch them on for 24 hours after delivery;
5. 4.5
   pay any parking or permit charge unless we have agreed otherwise, and give us a contact number and address that will reach you while the goods are in transit or storage;
6. 4.6
   pack anything you are packing yourself to a standard fit for transit;
7. 4.7
   disclose access restrictions in advance: narrow staircases, listed building conditions, lift availability, permit-only parking, red routes;
8. 4.8
   keep children and pets clear of loading areas and open vehicles;
9. 4.9
   check that both properties and our vehicle are clear of your belongings before we leave — anything left behind is difficult and sometimes impossible to recover later.

1. 5.1
   You confirm that you own the goods, or that you have the owner's authority to enter into this contract.
2. 5.2
   If that turns out not to be the case, you are responsible for any claim, loss or cost that results.

1. 6.1
   You may change the date free of charge with at least 48 hours' notice.
2. 6.2
   Cancelling or postponing inside that window, or after the crew has started work, may incur a charge. Where one applies it is set out in writing with your quotation, so it is agreed before you book rather than raised afterwards.
3. 6.3
   If we cancel for a reason within our control, you pay nothing, any deposit is returned in full, and we will do what we can to help you find an alternative.

1. 7.1
   A deposit of 10% of the quoted price secures your booking, and is due within 24 hours of you accepting the quotation.
2. 7.2
   The balance must reach us in cleared funds before unloading begins at the destination. Please allow for that when arranging a transfer — a payment still in progress is not cleared, and the crew cannot start unloading against it.
3. 7.3
   We take payment by bank transfer or cash only. We do not accept cheques, credit cards or debit cards.
4. 7.4
   Late payment may incur reasonable administrative charges and interest at the statutory rate.
5. 7.5
   We have a general lien over your goods for any sum you owe us: we may hold what we are carrying or storing until the outstanding charges are paid, and storage charges may continue while we do. We will not dispose of anything without first writing to you at the last address you gave us, setting out what is owed and how long you have to pay.

1. 8.1
   Where loss or damage is proven to be caused by our negligence, we will put it right — by repairing or replacing the item, or paying reasonable compensation, whichever suits it best. We are not liable for depreciation or consequential loss. Our liability is limited per item and in total for any one job; the limit that applies to your move is confirmed in writing with your quotation.
2. 8.2

   We are not liable for loss or damage caused by:

   1. 8.2.1fire;
   2. 8.2.2normal wear and tear, or gradual deterioration;
   3. 8.2.3leakage or evaporation;
   4. 8.2.4vermin or infestation;
   5. 8.2.5electrical or mechanical derangement where there is no external sign of impact;
   6. 8.2.6the contents of wardrobes, drawers, packages or appliances that you packed yourself;
   7. 8.2.7access difficulties that were not disclosed to us;
   8. 8.2.8anything listed in clause 3.
3. 8.3
   We are not liable for goods that are inherently defective, for animals or plants, for refrigerated or frozen food and drink, or for cosmetic scratches, dents and chips to furniture or vehicles unless a condition report was requested before collection. A charge may apply for that report.
4. 8.4
   Nothing in these terms limits your statutory rights under the Consumer Rights Act 2015, or excludes our liability for death or personal injury caused by our negligence, or for fraud.

1. 9.1
   Arrival and departure times are estimates unless a written timescale has been expressly agreed.
2. 9.2
   If an agreed written schedule is missed for reasons within our control, we will reimburse reasonable expenses arising from that delay.
3. 9.3
   If delivery cannot be made through no fault of ours, we may place the goods into storage at your cost, and doing so fulfils our obligation to deliver.
4. 9.4
   In the event of a breakdown or accident we will attempt to supply a replacement vehicle or agree an alternative arrangement with you.
5. 9.5
   We are not in breach where a delay or failure arises from events beyond our reasonable control — adverse weather, traffic, road closures, industrial action, or a chain that moves slower than expected. Where such a delay continues for an extended period, either of us may end the contract on written notice.
6. 9.6
   Where we are kept waiting for reasons outside our control — keys not released, a lift not booked, a bay still occupied — waiting charges may apply per vehicle. We will tell you the rate, and that the clock is about to start, before any charge begins. Waiting time is a separate matter from work continuing late into the evening, which is dealt with in clause 1.6.3.

1. 10.1
   We are liable only for damage to premises caused by our negligence.
2. 10.2
   Such damage must be noted on the visual inspection or job report at the time, and confirmed to us in writing within 24 hours.

1. 11.1
   Damage discovered on the day should be brought to the crew's attention immediately, so it can be logged and photographed at handover while everyone is still present.
2. 11.2
   All claims must be made in writing within 7 days of the move, with photographs and a description of the item. Claims made after that period cannot be considered.
3. 11.3
   Please do not repair or dispose of a damaged item before we have had a reasonable opportunity to inspect it.
4. 11.4
   If a claim is dishonest or fraudulent in any material respect, it is void, no payment will be made on it, and we may recover any sum already paid.

1. 12.1
   If you have a complaint, contact us in writing at info@aceukremovals.co.uk with your booking reference and what happened. We aim to respond within 5 working days with a proposed resolution.
2. 12.2
   If our first answer does not settle it, ask for it to be escalated and it will be reviewed by someone who was not involved the first time. Our full complaints procedure sets out each step. Raising a complaint with us does not affect your right to take the matter further.

1. 13.1
   We reserve the right to sub-contract some or all of the work. These terms apply in full to any sub-contracted work, and we remain your point of contact for it.

1. 14.1
   These terms, together with your quotation and booking confirmation, form the entire agreement between us and supersede anything said or written beforehand. Any variation must be agreed in writing.
2. 14.2
   We may update these terms from time to time. The version that applies to your move is the one published when your booking was confirmed.

1. 15.1
   This contract is governed by the laws of England and Wales and is subject to the exclusive jurisdiction of its courts. If any provision is found to be unenforceable, the remainder continue in force.

Ace UK Removals Ltd

• Email: info@aceukremovals.co.uk
• Phone: 07432 208003
• Mon–Sat 7am–8pm · Sun 8am–6pm

By booking our services you confirm that you have read and accepted these terms and conditions.