Terms & Conditions

Introduction

These are the Terms and Conditions on which Rapid Removals & Storage Ltd (“We”, “Us”, “Our”, “Remover”) supplies removal and storage services to You (the “Customer”). They explain the rights, obligations and responsibilities of all parties.

Please read these terms carefully. We draw Your attention in particular to:

Section 9 (Our liability for loss or damage),
Section 10 (Exclusions of liability),
Section 12 (Important time limits for notifying loss/damage),
Section 13 (Payments and deposits),
Section 14 (Charges if You cancel or postpone),
Section 15 (Right to refuse/cancel service for unsafe or abusive situations).

Definitions

For the purposes of this Agreement, the following definitions apply:

“Agreement” includes these Terms and Conditions, the Quotation, and Acceptance of Quotation (and any addendum where applicable).
“Contract Price” means the total price paid or payable by You to Us for the services provided under this Agreement.
“Item” means the entire contents of a box, parcel, package, carton, case or similar container or any other object or thing moved, handled or stored by Us.
“Property”, “Your Property”, “Goods” means any and/or all goods submitted for packing, removal and/or storage by You.
“Quotation” means the price estimate provided by Us (written or electronic).
“Working Day” means Monday to Friday excluding public holidays.
“Storage” means storage arranged and provided by Us (directly or through our approved facilities).

1. Information about Us and how to contact Us

You can contact Us by telephone, email or post using the details shown on Your Quotation and/or our website. If We have to contact You, We will do so using the contact details You have provided.

2. Our Quotation

a. Our Quotation is based on the information You provide, and assumes:

the volume/quantity of Your Property does not exceed what You disclosed;
We will have suitable access for loading and unloading;
parking arrangements (including any suspensions) are in place as needed; and
Your Property is ready on the agreed date/time.

b. Unless already included in Our Quotation, additional charges may apply where:

the job scope changes (extra items, extra addresses, extra labour/time),
access is restricted (stairs, long carries, narrow access, lifts unavailable),
delays occur outside Our control (traffic, building management, lift bookings, third party delays)

c. Key delays: We do not charge for reasonable delays caused solely by waiting for keys. However, if delays materially extend the job and require extra labour/time beyond what was quoted, We may charge for additional time and resources (we will explain any additional charge before applying it where reasonably possible).

3. Work not included unless agreed

Unless included in the Quotation or agreed in writing, We will not:

disconnect/reconnect appliances (plumbing/gas/electrical),
take up/lay fitted floor coverings,
move items from lofts unless safe and boarded with proper access,
carry out specialist dismantling/assembly beyond standard furniture handling.

Dismantling & Reassembly Charges

Where requested (or required to move items safely):

£15 per item to dismantle
£15 per item to rebuild
An “item” here refers to one discrete piece of furniture requiring dismantling/rebuild (e.g., one bed frame, one wardrobe unit).

4. Our services

a. We will use reasonable skill and care to provide the services set out in the Quotation. We take care to transport Your Property securely and safely.

b. Where We provide packing services, We will use reasonable skill and care to pack Your Property.

c. We may determine the most appropriate method, route and approach to complete the move safely.

d. Safe Delivery / Return to Storage:
If, in Our reasonable opinion, delivering Your Property to the destination on the day becomes unsafe or impossible (for example due to access restrictions, building refusal, unsafe conditions, or events outside Our control), We may:

return Your Property to Storage, charged at our published/quoted daily storage rate, and
attempt redelivery the following day (or next available day), subject to availability and additional delivery charges where applicable.

We will always aim to avoid Storage where possible, but safety comes first.

5. Your responsibilities

You agree to:

provide accurate details and disclose any difficult access/issues in advance,
ensure items are ready and packed (unless You’ve booked our packing service),
be present (or have a representative) at collection and delivery,
notify our team of any items that you wouldn’t like us to pack/load.
notify Us of any fragile/high-value items before the move.

6. Prohibited and excluded items (Strict Policy)

a. We strictly do not transport or store dangerous, flammable, combustible or hazardous goods, including but not limited to:

fireworks, gas cylinders, fuels, petrol, oil, paints, thinners, solvents,
aerosols, compressed gases,
chemicals, toxic substances, corrosives,
firearms, ammunition, weapons,
illegal items.

b. If You submit any prohibited items without Our knowledge, We will have no liability for loss or damage arising from those items, and We may refuse to move them.

7. Client-packed items — limitation of liability

a. Where items are packed by You, We are not liable for:

internal damage/breakage,
inadequate packing protection,
contents of boxes not packed by Us.

b. We remain responsible for loss/damage caused by Our negligence in handling the external package (e.g., dropping a sealed box), but not for damage attributable to poor packing, insufficient protection, or undisclosed fragile contents.

8. Ownership of Property

You confirm that:

the Property is Yours, or You have authority to move it,
there are no disputes/third-party claims over ownership.

9. Our liability for loss or damage

a. Our liability applies only where loss or damage is caused by Our negligence while Your Property is in Our custody and control.

b. Liability is limited to the cost of repair or replacement (whichever is lower), subject to any stated liability cap in the Quotation/Acceptance documents and subject to these Terms.

c. If You require higher cover, You should arrange appropriate insurance. We can advise what options we offer (if any), but You remain responsible for ensuring adequate cover.

10. Exclusions of liability

We accept no liability for:

prohibited items (Section 6),
items packed by You (Section 7),
normal wear and tear, inherent defects, or deterioration,
mechanical/electrical derangement not caused by external impact from Our negligence,
sentimental value,
business losses (loss of profit, goodwill, etc.).

11. Storage

a. If Storage is provided, charges are as stated in the Quotation or our pricing schedule.

b. Where Storage results from safe-delivery issues (Section 4.d), Storage is charged at a daily rate and redelivery is arranged for the following day (or next available date).

12. Loss or damage claims — IMPORTANT TIME LIMITS

a. You must notify Us in writing of any loss or damage as soon as possible and in any event within 7 days of delivery (or within 7 days of discovery where Storage access applies).

b. You must retain any damaged items and packaging for inspection if requested.

c. Claims made outside these time limits may be rejected.

13. Charges and Payment

a. Deposit & final payment

A 25% deposit is required to secure your moving date.
The remaining 75% is due on the day of the move, before unloading commences (unless otherwise agreed in writing).

b. If payment is not received as required, We may delay or withhold services until payment is made.

c. Additional charges (where applicable) must be paid in accordance with the invoice terms.

14. Cancellation / Postponement

If You cancel or postpone the services before they start, the following may apply (unless otherwise agreed in writing):

More than 10 Working Days’ notice: no cancellation charge (deposit may be refundable subject to admin costs if specified on Quotation).
5–10 Working Days’ notice: up to 30% of Contract Price.
Less than 5 Working Days’ notice: up to 60% of Contract Price.
Within 24 hours: up to 75% of Contract Price.
On the day: up to 100% of Contract Price.

(Where You have already paid, We will refund any amount paid minus applicable charges.)

15. Behaviour, safety, and right to refuse service

a. We do not tolerate rude, abusive, threatening or aggressive behaviour toward our team, contractors, or third parties involved in the move.

b. We reserve the right to cancel, pause, or refuse to continue services where:

staff safety is at risk,
the environment is unsafe,
prohibited items are presented,
abusive/aggressive behaviour occurs.

c. Where services are cancelled due to behaviour or safety issues, You may still be liable for charges incurred up to that point (including call-out, labour time, and any storage/transport costs).

16. Governing law

This Agreement is governed by the laws of Scotland (or England & Wales if agreed/required for specific matters). Disputes will be handled in the relevant UK courts unless otherwise agreed.