1. Quotes and Pricing

1.1. All quotations provided, whether in person or over the telephone, are based on the information supplied by the customer and serve as an accurate guide price. Quotations remain valid for 30 days from the date issued.

1.2. The majority of our jobs will be priced at an hourly rate, plus overheads such as material costs, travel expenses, accommodation, etc. Some jobs such as property clearances and long distance moves may be quoted at a fixed total price.

1.3. With jobs which are carried out at an hourly rate, we will round up the costing calculations to the nearest 15 minutes. For example, if a move is being carried out at £100p/h and it has taken 2 hours and 40 minutes to complete, this will be calculated as 2 hours and 45 minutes, bringing the final cost to £275.

1.4. The quotation is based on the description of the property, access, and items provided by you and assumes favourable access and conditions. If access is restricted, parking unavailable, or the volume of goods exceeds that which has been described, we may make a reasonable additional charge or limit the work to that which has been agreed upon when quoted.

1.5. Our quotation is for the work specified only. Any additional Services requested on the day (for example, extra items, packing, dismantling) may be chargeable and will be agreed with you before we proceed.

1.6. Unless otherwise stated, our quotation does not include: packing or unpacking, dismantling or reassembly of furniture or appliances, disconnection & re-connection of appliances, removal of doors, windows or other fixtures or disposal of unwanted items

1.7. Parking charges, tolls, congestion charges, low‑emission zone charges or similar costs incurred in carrying out the Services will be added to the final invoice where applicable.

1.8. In the event of a rodent or insect infestation at the property, we reserve the right to adjust the quoted price to cover the cost of personal protective equipment (PPE) and the handling of hazardous substances. We may also require pest control services to address the issue before proceeding with the job.

2. Deposits and Payments

2.1. A deposit payment will be required to secure your booking and confirm the desired date and time-slot. The remaining balance will be due immediately upon completion of the job, before we leave the premises. If the deposit has not been received by us in a reasonable time before your preferred moving date, the booking will not be confirmed and we will not attend the property.

2.2. Deposits are typically non‑refundable, except where:

a) You cancel your booking over three days before your booking date. With this we may refund a portion of your deposit back to you, as we will likely have committed resources to your particular job which will still need paying for (materials, equipment, vehicles, workers, etc)

b) You cancel within less than three days of your booking slot, but we are able to find a suitable job to replace your booking. With this any refunds will have to be processed after this replacement booking is complete.

c) We cancel the booking without offering a reasonable alternative date, in which case any deposit paid will be refunded.

2.3. When completing the job on an hourly basis, our typical deposit calculation consists of two hours of our agreed hourly rate, plus the cost of any materials, travel costs & overheads.

2.4. When completing the job for a set price, our typical deposit calculation may be up to 100% of the quoted price, but is typically between 20-50%. This deposit will be calculated based on a number of factors such as labour/working hours, cost of materials, preparing vehicles & equipment, travel costs, other overheads and the customer’s suitability to pay.

2.5. All payments will be accompanied by a PDF invoice which can be received via email, iMessage, or WhatsApp upon request.

2.6. Our preferred payment methods are bank transfer or cash. Credit payments are accepted in person however a 3% processing fee will be applied to the quoted price.

3. Cancellations & Rescheduling

3.1. If a customer wishes to reschedule a booking after paying the deposit, a minimum of one week’s notice prior to the scheduled moving date is required. Customers will then have a 6 week period from the original moving date to reschedule the booking.

3.3. If a customer wishes to cancel a booking, (as stated in clause 2.2.) all deposits are non-refundable if cancelled within three days of your original booking date.

3.3. If you cancel or postpone the Services:

a) More than 3 days before the moving date, the deposit only is payable.

b) Less than 3 days before the moving date or on the moving date, 100% of the quoted price is payable.​

3.4. ProMove Removals Ltd has the right to cancel any deposit invoices they have sent, which have not been settled. This is typically due to your booking slot no longer being available. We will always contact you before cancelling this invoice to ensure that you are aware. If you proceed to make the payment after being notified of non-availability, we will require your bank details in order to issue a full refund.

4. Customer Responsibilities

4.1. Customers are responsible for preparing all items for removal prior to the agreed moving date, unless otherwise agreed. ProMove Removals Ltd is not liable for any damages caused by improperly packed items by our customers.

4.2. Customers must ensure a clear and safe path from the property to the removals vehicle, free of obstructions or hazards to minimise risks during the move. If this has not been done before our arrival we will have to undertake this ourselves before commencing which may prolong your move.

4.3. Customers must inform ProMove Removals Ltd in advance of any special requirements, such as the need to remove doors or windows, disassemble items, or unfix items bolted to walls or floors. Unexpected requirements may result in delays or additional liability, and we reserve the right to adjust the scope or cost of the job accordingly.

4.4. In the event where customers ask us to perform tasks which is outside of the general scope of removals (window/door removal, property alterations, etc), all liability lies with the customer.

4.5. Customers must notify us of any relevant conditions that may affect the job, such as freshly painted walls, sharp objects in the parking area or other tradespeople working on the property.

4.6. The Customer must arrange suitable parking at all addresses and pay any parking, permit, or meter suspension charges. If we receive parking fines or incur additional costs due to a lack of suitable parking, you will be responsible for settling these costs.

4.7. All goods and items to be moved or stored under this Agreement are either the Customer’s own property or the Customer has obtained full authority and permission from the rightful owner(s) to engage ProMove Removals Ltd in the removal, transportation, or storage of such goods and items. The Customer has obtained all necessary permissions, consents, and access rights to enter and use all premises involved in the Services, including but not limited to the collection address, delivery address, and any intermediate storage or transit locations. This includes ensuring that any required keys, codes, or authorisations are provided to ProMove Removals Ltd’s personnel in a timely manner.

4.8. In the event where the customer, owner or person arranging the job is not present, we will make our best effort to document the whole moving process. Typically this will be recorded via videos every step of the job, where we document any relevant information in regards to the job. These videos will be sent to the person who has arranged the job, for future records.

4.9. In the event that any third party makes a claim against ProMove Removals Ltd arising from a breach of the above warranties (including but not limited to claims for theft, unauthorized removal, trespass, or damage to property), the Customer agrees to indemnify and hold ProMove Removals Ltd harmless from all losses, liabilities, costs, expenses, and damages (including legal fees) incurred as a result. The Customer must notify ProMove Removals Ltd immediately if there is any dispute or potential issue regarding ownership of the goods or access to the premises. ProMove Removals Ltd reserves the right to suspend or terminate the Services without liability if it reasonably believes that the Customer has not complied with these responsibilities.

5. Sub-Contractors & Recommendations

5.1. During busy periods ProMove Removals Ltd may engage contracted Subcontractors to complete jobs. Customers will be informed in advance and all relevant job details will be passed to the Subcontractor prior to your booking date. ProMove Removals Ltd may receive the initial booking deposit, however the remaining balance will then be settled directly with the Subcontractor upon completion of the job (unless otherwise stated). Any contracts or agreements with the Customer will remain with ProMove Removals Ltd .

5.2. In the event where ProMove Removals Ltd (or our Subcontractors) are unavailable to confirm your booking, we may recommend other removals teams to you. If you book with one of our recommendations (or use any other removals method) then it is the responsibility of the Customer to carry out all relevant checks to ensure they’re happy with the service they are purchasing/arranging. Any disputes, claims or losses arising from your booking will hold ProMove Removals Ltd non-accountable.

6. Insurance, Liability and Damages

6.1 ProMove Removals Ltd holds public liability insurance for general removals with cover up to £10,000,000 for liability arising from our activities, subject to the terms and limits of the relevant policy.

6.2 ProMove Removals Ltd carries Goods in Transit insurance with a maximum cover of £10,000. Insurance claims are only applicable for high-value items which have been pre-authorised in writing before your moving date. Any items being transported with a total value above this amount are carried at the Customer’s own risk unless otherwise agreed in writing before the move.

6.3 We will take reasonable and professional care when handling your belongings. However, our liability for loss of or damage to goods, however caused, is limited to the lower of:
a) The reasonable cost of repair, or
b) £50 per item and £500 in total per job,
unless a higher value for any specific item has been agreed in writing before the move.

We are not responsible for:
a) Loss or damage to goods packed by the Customer or by a third party, unless we have been negligent in handling clearly labelled fragile items;
b) Damage to the internal workings of electrical or mechanical items, such as appliances, televisions or computers, unless there is visible external damage caused by our negligence;
c) Any loss of profit, loss of income, loss of opportunity, or any other indirect or consequential loss.

6.4 Although we take absolute care with all items, minor cosmetic marks, surface smudges or scuffs can occur when preparing and moving items that have already been unpacked from their manufacturer’s packaging. Goods in Transit cover will not normally cover minor cosmetic marks unless there is proof that the damage was caused directly by our negligence during the move. In these cases, the Customer must provide evidence that:
a) The item was in good condition before transport; and
b) The item was specifically identified in writing before the move as needing extra care and as having a stated value.

6.5 If the value of any particular item is agreed in writing before the move, an extra care surcharge of 3% of the pre-agreed value of that item will be added to the deposit invoice. This pre-agreed value will be based on an approximate “used” value of this item, providing it is in good cosmetic and working order. We will be required to fully inspect the item before handling it and, where applicable, confirm that it is in working order before the move begins. In the event that we cannot confirm that the item is in full working order, we will only be able to confirm its external condition.

6.6 It is ProMove Removals Ltd’s responsibility to move your items from one location to another, but we cannot guarantee that any item will fit into any particular room, doorway, staircase or space. If we believe an item will not fit, we will advise the Customer. If the Customer asks us to proceed anyway, this will be at the Customer’s own risk.

6.7 Floor protection is only supplied where it has been requested on our questionnaire and included in the booking. If the Customer does not select and pay for this option, ProMove Removals Ltd will not provide floor protection and shall not be liable for any resulting damage, cleaning fees, or associated costs arising from the absence of floor protection.

6.8 The Customer is responsible for any damage caused to ProMove Removals Ltd’s equipment, tools, uniforms or vehicles as a result of the Customer’s negligence. This includes, for example, fresh paint marking uniforms, or nails, sharp objects or debris puncturing tyres.

6.9 Any damage or loss must be reported to us in writing within 7 days of completion of the move. Claims should include photos and full details of the issue. We may also request to inspect the item in person.

6.10 If we are asked to install a fitted appliance, we will carry out a test run after installation, provided that all required connections and utilities are available and suitable. We will ensure the appliance appears to be operating correctly at the time of installation.

6.11 If any windows or doors are required to be removed to complete the move, this will be carried out at the Customer’s request and entirely at the Customer’s risk. ProMove Removals Ltd shall not be liable for any damage, loss, or injury arising from the removal, refitting, or presence of any removed window or door, except where caused by our proven negligence.

6.12 All types of gas and electricity connected appliances must be fully disconnected before our arrival. If any such appliance has not been disconnected, we reserve the right to refuse to handle and move it.

6.13 ProMove Removals Ltd is insured to install and remove water mains-connected appliances. This service is available at an additional fee and must be agreed in advance.

6.14 ProMove Removals Ltd is not insured to move hazardous materials, including but not limited to paints, solvents, chemicals, fuels, explosives, gas bottles, or any other dangerous goods. Any such items will be refused and must not be included in the move.

7. Furniture and Large Items

7.1. Customers must inform us in advance if special measures are required for moving large items, such as disassembling furniture or removing doors/windows. Failure to do so may result in delays or additional charges.

7.2. ProMove Removals Ltd is not liable if we follow the customer’s instruction to move an item that is too large for access, causing damage to the item, walls/fittings, vehicles or anything else unless we were clearly negligent.

7.3. We offer disassembly and reassembly services for certain items, provided this is agreed upon at the time of quotation. If an item is damaged or unsuitable for disassembly/reassembly, we reserve the right to refuse this Service to avoid liability. We do not disassemble & reassemble flat pack wardrobes unless the customer agrees to accept liability.

7.4. We reserve the right to weigh our van on a public or commercial Weigh Bridge once your items have been loaded on, to ensure that we are travelling within the boundaries of the Road Traffic Regulation Act 1984. If a vehicle is unsafely overweight, we reserve the right to unload items at the nearest safe location or return them, with any extra costs chargeable to the customer.

8. Property Clearances and Waste Removal

8.1. Customers must ensure that waste to be removed is easily accessible for loading onto the removals vehicle. If access requires passing through a building or near parked vehicles/valuable items, we may refuse to proceed unless the customer accepts full responsibility for any damages.

8.2. Customers must clearly specify the type of waste to be removed prior to the job. Hazardous or dangerous waste must be disclosed in advance, and we reserve the right to refuse removal if not properly notified.

8.3. Hardwired appliances (e.g., gas or electric) must be disconnected by a registered engineer prior to removal. We have trusted engineers we can book in for this if needed. This does not apply to appliances plugged into standard UK plug sockets.

8.4. ProMove Removals Ltd may un-plumb and refit water mains appliances, provided all necessary fittings and utility connections are available. We will always test appliances prior to connecting to confirm they are in working order.

8.5. ProMove Removals Ltd is a registered waste carrier, licensed to transport and dispose of waste at authorised recycling centers. Disposal charges vary based on the type (e.g., rubble, green waste, wood, general waste) and weight of the waste.

8.6. Any documentation containing sensitive information will have to be disposed of in a different manner (destruction/incineration) to general waste, in order to comply with data protection and UK GDPR. This typically incurs additional charges due to more labour time requirements. In most scenarios we will leave these documents with the customer to dispose of.

8.7. In the event where we are required to dispose of sensitive documentation, our customers should request for a certificate of destruction as proof of correct disposal. If the customer is present during this disposal, it is their responsibility to request for this certificate directly from the disposal facility, and not from ProMove Removals Ltd.

8.8. In the event where documents with sensitive information have been concealed (in bin bags, furniture, boxes, folders, etc) before collection by ProMove Removals Ltd; ultimately there will be no way of us being aware of them in order for us to comply with GDPR. With this, the responsibility for correct disposal will fall to the customer as it is not feasible for us to open every bag/item to separate materials.

8.9. Once removed from your property, all items are now under ownership of ProMove Removals Ltd. We reserve the right to donate, sell, or re-purpose items or materials collected during a job. Invoices will be created of any items sold, but no refunds are guaranteed as items are considered second-hand and “sold as seen.”

9. Prohibited Items

9.1. We may refuse to remove or transport any item which we reasonably believe is unsafe, illegal, or not properly disclosed. If such items are discovered after loading, we may remove and leave them at the nearest safe location or return them to you and charge for any resulting costs.

9.2. ProMove Removals Ltd does not transport the following items:

a) Live animals, unless in the front of the van accompanied by a responsible person.

b) Illegal items (e.g., stolen goods, illegal drugs, controlled substances, illegal weapons).

c) Hazardous materials & chemicals (e.g., asbestos, containers of paint, gas canisters, etc).

d) Irreplaceable items or items requiring special permits (e.g., certain antiques, cultural artifacts, etc).

e) Plants (for International moves) as they may carry pests or soil that may violate agricultural regulations.

10. General Provisions

10.1. ProMove Removals Ltd reserves the right to update these terms and conditions at any time as necessary.

10.2. By confirming a booking with ProMove Removals Ltd, customers acknowledge and agree to these terms and conditions.

10.3. These Terms and Conditions are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the English courts.​ Nothing in these Terms and Conditions is intended to exclude or limit your statutory rights, including your rights under the Consumer Rights Act 2015.