Terms and Conditions for Removal and Relocation Services
Thank you for choosing Tansley Transport and Removals for your upcoming move.
By confirming your booking with us, you acknowledge and agree to the following Terms and Conditions:
1. Confirmation and Booking
Once you have reviewed our quotation and wish to proceed, please confirm your acceptance by email or telephone. Upon receipt of your confirmation, we will issue a booking confirmation email and remain in contact regarding your fixed moving date or assist in finalising one if not yet confirmed.
Important: If we do not receive confirmation, we will assume our services are no longer required and your preferred moving date may be offered to another client. To secure your booking, confirmation must be received as soon as possible.
Deposits
A deposit is not required for standard one- or two-day moves.
For larger relocations, long-distance moves, or bookings requiring significant allocation of resources, a 25% deposit of the total quoted cost may be required to secure the necessary dates and operational planning.
Once you confirm your instruction to proceed, we will issue written confirmation outlining:
- The deposit amount (if applicable)
- Our payment details
- Your unique payment reference
Provisional Dates
If you have a provisional date, please inform us as soon as possible and we will tentatively reserve it in our diary.
If your moving date has not yet been confirmed by your solicitor, we will work closely with you and adjust provisional dates as your move progresses. Once a definite date is confirmed, we will secure it in our diary, subject to availability.
Clients are responsible for:
- Informing us of provisional or confirmed dates
- Promptly notifying us of any changes
2. Cancellation, Changes and Provisional Bookings
Changes to your moving date or cancellations must be communicated as soon as possible. Early communication allows us to adjust our schedule efficiently and accommodate other clients while maintaining smooth workflow.
Where the full amount for your removal has been paid, or deposit payment have been paid, and the booking is cancelled or rearranged, the following terms will apply:
- More than 10 working days’ notice:
A full refund of the deposit or total amount paid will be issued. - 5 working days’ notice or less:
60% of the deposit or total amount paid will be retained to cover allocated time, planning, and administrative costs. - 48 to 24 hours before the scheduled start date:
100% of the deposit or total amount paid will be retained.
At this stage, vehicles, team members, and operational resources have been fully allocated to your move.
If sufficient notice is provided and we are able to reschedule your booking into another available slot in our diary, any deposit paid will be retained and transferred to secure the revised date.
For bookings where no deposit has been taken, we will always do our best to accommodate rescheduling, subject to diary availability.
Additional short-notice date changes may incur a charge of £100 per subsequent change. This policy helps manage the operational impact of repeated rearrangements and ensures fairness across all client bookings.
Provisional Bookings
To ensure fairness and maintain efficient workflow, provisional bookings are held for a reasonable and limited period to allow clients time to secure confirmation of their moving date.
We will hold your requested provisional date while you await confirmation (for example, from your solicitor or relevant third party). This arrangement is intended to support your move progressing smoothly while encouraging confirmation as soon as reasonably possible.
However, if we receive a request for the same date from another client who has solicitor-backed or fully confirmed status, we will contact you to establish whether your provisional date can now be confirmed with certainty.
You will have:
- Until 3:00pm to confirm if contacted before midday; or
- Until 4:00pm on the next working day if contacted after midday.
If confirmation is not received within these timeframes, the confirmed client will be allocated the slot. We will then assist you in securing the next available suitable date, subject to availability.
Where payment has been made and the required notice period, as detailed above, has been met, any monies paid will be refunded in full should we be unable to undertake the move on the requested revised date.
3. Delays and Extended Hours
We do not apply a specific charge for “key waiting.”
However, if delays or complexities extend the move beyond our standard 9 hour working day (ending at 5:30pm), an Additional Time Charge will apply.
This is charged at:
£20 per hour, per team member
This ensures our team is fairly compensated for extended hours and covers additional operational costs.
4. Photography & Video Policy
Louisa may attend moves to assist and capture photographs or short video clips to showcase our high service standards. These may be used for:
- Social media
- Website updates
- Marketing materials
Client privacy is taken seriously. No personal belongings, family photographs, or identifiable private details will be intentionally captured.
If Louisa is not present, appropriate content may be captured by Simon, and or team members for service documentation or marketing purposes.
With clear client consent, a completion photograph may be requested and taken on the day of the move (or agreed in advance). This may include the client(s) outside their new home, alongside our fleet of vehicles, or with or of our team to mark the successful completion of the move.
If you prefer no photography or videography, please inform us in advance. Without notification, consent will be assumed.
5. Packing, Inventory and Service Scope
Clients should ensure all items are packed, labelled by room, and adequately protected unless our packing services have been arranged.
For Full or Part Packing Services:
- Boxes will be clearly labelled
- Fragile items will be appropriately marked
Clients must inform us in advance of:
- Unusually large or heavy items
- Fragile items
- Items of high sentimental or financial value
Failure to declare such items may limit our liability.
Packing-Only Services
If we provide packing services only, our liability applies solely during the packing process. Once another party undertakes loading, transport, or unloading, our responsibility ends.
6. Dismantling and Reassembly
Full home moves include dismantling and reassembly of agreed indoor household furniture discussed prior to moving day.
Outdoor structures such as sheds, trampolines, and play equipment are not included but may be quoted separately and scheduled accordingly.
7. Liability and Insurance
We hold:
- Goods in Transit Insurance
- Public & Employee Liability Insurance
However, all insurance policies contain limitations.
We strongly recommend reviewing your Home Contents Insurance policy and considering temporary removals cover if required.
We are not liable for:
- Damage caused by improper owner packing
- Deteriorated boxes, bin liners, or unsecured containers
- Undeclared fragile or high-value items
- Pre-existing dents, scratches, cracks, or structural weaknesses
- Restricted or hazardous items packed without notification
Where we are found to be at fault during our packing service, we will investigate fully, accept responsibility where appropriate, and resolve matters transparently and promptly.
8. Payment Terms
Payment is required 24 hours prior to the confirmed move date.
For bank transfer or cash payments, funds must be received no later than the morning of the move unless otherwise agreed in writing.
Accepted payment methods:
- Bank transfer
- Cash
- Klarna (subject to approval)
Additional charges (such as extended hours) may be settled separately.
If an invoice is required, please notify us at least two days before your move date.
9. Klarna Payments
Clients choosing Klarna may select from available options subject to Klarna approval.
- Full payment is requested 24 hours prior to the move.
- A Klarna processing fee will be added and clearly displayed before payment completion.
- Any Klarna instalment agreements are managed directly between the client and Klarna.
If a confirmed move date changes after Klarna payment has been made, payment will be amended, reissued, or transferred accordingly.
10. Communication
Clear and open communication is essential. Clients must ensure contact details are accurate and notify us of any updates or changes that may affect the move.
11. Prohibited Hazardous Items
For safety and insurance reasons, we cannot transport hazardous items, including:
Flammable: petrol, paint thinner, propane
Chemicals: pesticides, fertilisers
Corrosives: acids, batteries
Explosives: fireworks, ammunition
We recommend personally transporting:
- Pets
- Jewellery and sentimental items
- Important documents
- Laptops and cameras
- Medical devices
Perishable food should be reduced prior to moving day. Open liquids must be sealed in tied plastic bags before boxing.
12. Moves Out of Storage
If we did not originally place items into storage, we cannot accept responsibility for pre-existing damage, deterioration, or prior poor packing.
Goods in Transit insurance applies from the point of collection to delivery only.
If pre-existing damage is noticed before unloading, we will document and notify you.
13. Moves Into Storage
For Owner-Packed goods, we assume no responsibility for loss or damage caused by inadequate packing.
Optional upgrades include:
- Premium Full Protection
- Part Protection for fragile items
All moves into storage include:
- Mattress and upholstery protection
- Two complimentary wardrobe boxes (if required)
Clients must comply with storage facility restrictions regarding hazardous, illegal, perishable, or prohibited goods.
Amendments
Tansley Transport and Removals reserves the right to amend these Terms and Conditions at any time. Clients will be notified of significant changes.
By confirming your booking, you acknowledge and accept these Terms and Conditions.
We look forward to providing you with a smooth, professional, and efficient moving experience.
Tansley Transport and Removals