Terms & Conditions
Important – You should read this!!!
The terms & conditions of our service are designed to ensure that there is no confusion about the services we provide and to ensure that your goods are transported in a safe manner.
Feel free to contact us for clarification if you are uncertain about any element.
EMAIL: SUPPORT@PRESTIGEHOUSEREMOVALS.COM
CONTACT NUMBER: 03300434683
PRESTIGE HOUSE REMOVALS LTD reserves the right to change these terms and conditions with the agreement of both the customer and us. Please notify us at the time of booking if you wish to make any changes.
When you confirm a reservation with PRESTIGE HOUSE REMOVALS LTD, you agree to the following terms and conditions and insurance policy.
Any time we use the word 'You' or 'Your', we are referring to the customer. The words 'We', 'Us', and 'Our' refer to PRESTIGE HOUSE REMOVALS LTD.
Quotes and bookings!
We conduct our quotes and booking processes via email:
SUPPORT@PRESTIGEHOUSEREMOVALS.COM
In the event that a home or video survey is requested, we will arrange an easy and time-saving video survey or face-to-face appointment with you, evaluate the information, and provide you with a no-obligation quote for your move by email within 24 hours.
Each quote is made on an individual job request based on the customer's requirements.
It is important to note that there will be an additional charge for extra items, waiting time, floor number, dismantling and reassembling services that were not mentioned by the customer when requested a quote.
Parking fees, fines (unless unreasonably incurred) or any other charges we have to pay to perform services for you.
Deposit and payments!
A deposit equal to 50% of the quoted price is required at the time of booking.
Payment of any outstanding amount is required upon collection by bank transfer.
PAYMENT INSTRUCTIONS
STARLING BANK
Account name: PRESTIGE HOUSE REMOVALS LTD
Account number: 86342766
Sort code: 60-83-71
Cancellations and Amendments!
Cancellation by our company:
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The company reserves the right to cancel any existing booking prior to, at the beginning of, or during the service in the following circumstances:
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In any of the properties, the condition is hazardous to the health and well-being of our employees.
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There has been misrepresentation or omission of any information or facts regarding the move by the client.
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If the service cannot be performed due to inadequate conditions (e.g. difficult access, unreserved parking spaces, parking too far away from the property, etc.), then the service will not be provided.
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A member of our operatives is verbally or physically abused or discriminated against in any way.
Should any of the above circumstances arise, a cancellation fee of 50% of the quoted price will be charged to cover our costs. In cases where a deposit has been paid, it will be retained as a cancellation charge.
Cancellation by the customer:
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Customers can cancel, amend or reschedule an appointment free of charge with 72 hours' notice.
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The Customer agrees to pay 50% of the quoted price as a cancellation fee if he/she cancels or changes the booked service within 72 hours of the scheduled appointment.
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The Customer agrees to pay 50% of the service if he/she cancels or changes the booked service on the day of the scheduled appointment.
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In the event our operatives are turned away, cannot gain access to the customer's premises, or parking is a problem, the customer agrees to pay 50% of the quoted price as a cancellation fee.
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The customer is liable to pay the full price of the removal service if he or she cancels a service whose price has been changed at the start due to a misrepresentation of any facts or information.
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Customer has the right to cancel or reschedule the removal service booking if our team is running late or unable to arrive at the pick-up address due to circumstances beyond our control.
Delays in transit!
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If there is a delay in transit that is not caused by our own negligence or a lack of reasonable care and skill on our part, we will not be liable for it.
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In the event that we are unable to deliver the goods, we will endeavour to contact you and make alternative arrangements. It may be necessary for us to take the goods into storage. Our contract will be fulfilled once the goods are taken into storage, and the customer is responsible for reasonable storage and delivery costs.
Our services!
All furniture will be placed where the client requests as long as it is safe and reasonable.
A client is responsible for ensuring that the furniture fits into the new location and is in good condition for moving without risk of damage. In the event that the clients' furniture does not fit into the new property, additional costs may be incurred if we have to transport it to another location.
Please note that we can disconnect and reconnect washing machines & dishwashers as long as the correct fittings are present (usually a small fee applies). Our company is not responsible if there is a leak, since it is a job that should be performed by a licensed plumber. It is not our policy to remove kitchen worktops or any other carpentry work that may be required to permit appliances to be installed in the new property.
We are not able to disconnect gas cookers, light fixtures, or electrical appliances that are hardwired to the wall. The job should be performed by a qualified electrician.
It is the customer's responsibility to disconnect all furniture screwed to the wall prior to moving, such as TV brackets, curtain rails, shelving, light fittings, and anything else. Please let us know in advance if you want them removed from the walls. It's a chargeable service and we won't be responsible for any repairs that might need to be made afterwards.
The customer is responsible for disconnecting and reconnecting any televisions, stereos, computers, or other electrical equipment. The dismantling/assembly of furniture and the disconnecting/connecting of lines must be agreed upon prior to the move. In the event that we are required to move white goods and or furniture left behind by the previous tenants, additional charges will apply. We will not be held responsible for any damage caused by chipboard furniture even if the furniture is simply lifted off the floor.
Late Key Waiver!
There are times when things happen that are beyond your control on the day of your move. Our late key waiver can save you time and money if you are unable to gain access to your new property on time. There may have been a delay in the vendor moving out of the property or in the transfer of funds within the removal chain.
Our quotes do not include waiting for keys should they not be received on the day of the move. The removal team will wait outside your property for 30 minutes without charging you. However, after 30 minutes, there's a key waiting charge of £40 including VAT per crew member per hour.
In the event that keys are not received, and we are unable to gain access after 30 minutes from arrival, with a two-person crew, we will charge a fee of £80 for 2 hours per person. A charge for an hour begins after 30 minutes of arrival. An hourly rate of £80 including VAT for 2 crew members.
We offer a Late Key Waiver for £160 including VAT, which can save you money in the event of an unavoidable delay.
It is important to note that the late key waiver does not cover the situation where we are not able to gain access to your property on the day of removal. In the event keys are not received on your allocated moving day, storage and re-delivery charges will apply.
During your removal day, the team can only wait for keys until 4.45pm, after which the banks and solicitors will not be able to complete the sale/purchase due to banks closing or their working hours ending.
To add our Late Key Waiver to your booking, call us on 03300434683. You may purchase the waiver at any time after confirming your reservation, up to one working day before the move.
You may add the Late Key Waiver to your booking by sending us an email and we will amend your confirmation/invoice accordingly.
Safety!
PRESTIGE HOUSE REMOVALS LTD places a high priority on employee safety.
Each move is overseen by a crew leader.
It is common for us to be asked to perform tasks that seem physically impossible and are not safe to perform. In these situations, we reserve the right to refuse to perform these services for safety reasons. We won't assume liability for damages associated with unusual moving procedures, like rotating items on ends other than the supporting legs, overcrowded areas, complex staircases, sharp edges in hallways and doorways, hoisting and lowering items from balconies, and weather-related damage.
WALLS AND HARDWOOD FLOORS
Our movers are capable of moving heavy and bulky items as long as they are able to do so safely.
It is common for us to be called upon to move oversize furniture in narrow and tight hallways. It is unfortunately possible for floor and wall surfaces to be damaged. In the event that you choose to take this risk, we will not be responsible for any damage.
PARTICLE BOARD FURNITURE
Our movers will ensure that your furniture is protected during the moving process. We cannot be held responsible for any damage caused to press-board or compressed particle furniture, since these types of furniture were not constructed to withstand vibrations and pressure during the move. The particle-board furniture manufactured by Ikea is notorious for being damaged when it is transported as a whole (assembled). Unless disassembled, bulky bed frames, TV/entertainment centres, and kitchen cabinets are also prone to damage. In order to transport such furniture safely, it must be disassembled into individual pieces.
FURNITURE DISASSEMBLY & REASSEMBLY
There will be additional costs if we have to dismantle furniture not previously discussed.
Our team is capable of dismantling and rebuilding furniture if it is able to withstand dismantling and handling. This needs to be arranged and advised before moving.
It is important to note that flat pack furniture cannot be taken apart and reassembled repeatedly. The most experienced and careful hands cannot prevent cheap chipboard from chipping and connecting dowels from breaking. It is not our responsibility if the chipboard or dowels fail during dismantling or reassembly.
In spite of the fact that flat pack furniture is reconstructed correctly, it may lose some of its original stability. One of the reasons flat pack furniture is inexpensive is because of this. Our company is not responsible if a piece of furniture that has been rebuilt loses its original stability. There are some pieces of furniture that are glued or nailed and may not be able to be taken apart without causing damage. We won't be liable for damage to furniture that has been glued or nailed together. We reserve the right not to disassemble it if we believe it may cause damage or may not fit together properly.
A custom-made piece of furniture cannot be disassembled. We will try to do this if requested, but we will not be responsible for any damage that occurs. When you take apart some furniture, especially old furniture, it may get damaged. Any furniture that is rotten, mouldy or not in a condition to be dismantled will not be covered by our insurance.
Customers Packing and Moving Responsibilities
Our professional comprehensive packing service is always recommended, and we will be able to provide you with a quotation following your survey.
Our insurance does not cover items that have not been packed by us. For customers choosing to pack
themselves, fragile items such as mirrors, pictures, lamps, etc. should be adequately protected with bubble wrap or similar, otherwise they will not be covered by insurance.
It is the responsibility of the customer to ensure that all items will fit into the new home. In the event that you need us to move large furniture into the specified rooms but are unable to physically fit them in, we can offer storage at an extra fee, as well as redelivery. In addition, we can't be responsible for any damage to walls or doors caused by furniture that's too large for a tight entrance way or staircase. It is the customer's responsibility to measure their existing furniture to ensure it will fit in the new property.
All electrical equipment, including TVs and audio equipment, must be properly packaged. Clients should be aware that electrical equipment that is not boxed must be moved at their own risk. It is necessary to prove that TVs work before moving them. It is not possible for us to be responsible for a TV that does not work once it has been installed in the new property without a signed statement.
The refrigerator and freezer should be emptied and ready for moving. Customers are responsible for ensuring that everything in the property has been cleared before we leave the property. In the event we have to return to collect items that have been forgotten, there will be an hourly rate of £50 + vat per hour.
It is recommended that the customer remain on site throughout the removal process unless otherwise agreed in advance. Your property should be accessible to our staff so that they can carry items inside and outside. During the dark evenings, it is the customer's responsibility to provide lighting. There may be extra costs if the job takes longer because of lack of light or safety.
INSURANCE POLICY
Important – You should read this!!!
This leaflet provides a summary of the key features, benefits and limitations of the cover provided by PRESTIGE HOUSE REMOVALS LTD.
Your policy is governed by the law applying to where you reside within the United Kingdom, Channel Islands or Isle of Man. If there is any disagreement about which law applies, English law will apply, in which case you agree to submit to the exclusive jurisdiction of the courts in England and Wales. Unless agreed otherwise, we will communicate to you in English.
What cover do I have?
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Good In Transit Insurance £20,000 per vehicle.
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Public Liability Insurance £5,000,000
What is Goods in Transit Insurance?
Goods in Transit insurance covers items from theft, loss or damage while they are being transported by vehicle from one place to another.
What is Public Liability Insurance?
Public liability insurance covers business if a customer or member of the public makes a claim against them relating to injury or property damage.
How long is it for?
Your cover will start when the goods are collected for transit and cease when the goods are delivered at their final destination.
Summary of cover and limits!
Goods In Transit cover policy covers physical loss or damage to your goods up to £20,000 per vehicle during transit including the risks of loading and unloading.
If someone is injured, or their property is damaged, and we are "PRESTIGE HOUSE REMOVALS LTD" found legally liable for it, public liability provides the cover up to £5,000,000 for the business needs to resolve a claim.
The policy limit is detailed within the policy schedule and is the maximum settlement under this insurance policy.
This policy includes damage caused by the actions of Customs Authorities in the course of their inspection duties.
In the event of damage affecting only the labels, wrappers and capsules of the subject-matter insured we will pay the costs of reconditioning or replacement.
What is not insured?
Does not cover Excluded Goods:
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Jewellery, Watches, Precious Stones, Money, Coins, Bullion, Deeds, Bonds, Securities, Stamps, Livestock, Explosives, Flammables.
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Furs, Perfumery, Tobacco, Cigars, Cigarettes, Wines, Spirits and Mobile Phones. However, it is agreed that cover will be provided for these items where they are part of a household or office removal – subject to a limit of £10,000 any one customer, any one job.
Does not cover damage caused by or consisting of:
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corrosion, erosion, rust, wet or dry rot, shrinkage, evaporation, loss of weight, dampness, mould, dryness, marring, scratching, moths, vermin or insects
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change in temperature, colour, flavour, texture, or finish!
Does not cover any financial loss, damage, cost, expense, fine or penalty not directly associated with the incident that caused you to claim.
Does not cover damage or expense caused by delay Does not cover damage caused by or consisting of:
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depreciation, inherent vice, latent defect, gradual deterioration (including the deterioration of contents in refrigeration units), wear and tear, mildew or frost
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breakdown of refrigeration
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pollution or contamination
Does not cover claims for missing items, cartons or packages lacking an itemised valued list of contents supplier by the owner prior to commencement of transit.
Does not cover breakage, scratching, denting, chipping, staining and tea ring for subject-matter insured packed by the owner or a third party unless directly caused by the specified perils.
Does not cover damage to second-hand or used goods or machinery loss caused by or consisting of rust, oxidation, scratching, denting, chipping, or marring unless the goods have been fully reconditioned.
How to make a claim!
In order to make a claim, please contact us on office@prestigehouseremovals.com
It is essential that any claim or incident which may give rise to a claim is reported to PRESTIGE HOUSE REMOVALS LTD within 24h of the transit.
Late notification will result in your claim being rejected.
Subject to an insurance excess charge:
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Good In Transit Insurance £250.00 per claim.
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Public Liability Insurance £500,00 per claim
Our commitment to customer service!
We are committed to providing a high level of customer service. If you do not feel we have delivered this, we would welcome the opportunity to put things right for you.
