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Terms and Conditions of Service

These Terms and Conditions set out the agreement between Bestway Relocation Ltd (hereinafter referred to as “the Contractor”, “we”, or “us”) and the Customer (hereinafter referred to as “you”). The term “Goods” shall mean the items to be removed and/or stored under the terms of this contract.

1. Our Quotation

1.1 Our quotation is a fixed price based on the information provided at the time of the survey or enquiry. It does not include any customs duties, levies, or other governmental fees. Any such charges, if applicable, are your responsibility and must be paid in addition to the quoted price.
1.2 We reserve the right to amend the quoted price or apply additional charges if any of the following conditions were not considered when the quotation was prepared:
  • 1.2.1 If, due to any circumstances outside our control, the work is not carried out or completed within three (3) months of the quotation date.
  • 1.2.2 Our costs have increased due to currency fluctuations, changes in taxation, or freight charges beyond our control.
  • 1.2.3 Goods must be collected from or delivered to a floor above the first upper level.
  • 1.2.4 We supply any additional services not originally included in the quotation.
  • 1.2.5 There are delays beyond our reasonable control; in such cases, additional charges for waiting time will apply based on our standard rates at the time.
  • 1.2.6 Access to the collection or delivery point is inadequate or the approach road is unsuitable for our vehicles.
  • 1.2.7 We incur any parking fees or other charges necessary to perform the services requested. You will be responsible for these additional costs.
1.3 Our quotation does not guarantee vehicle availability on your requested date. Therefore, your signed acceptance of our quotation does not create a binding contract until we confirm in writing that we are able to carry out the move on the specified date. We will provide this written confirmation within one (1) working day of receiving your signed acceptance.

2. Work Not Included in the Quotation

Unless previously agreed in writing, we will not:
  • 2.1 Dismantle or assemble unit or system furniture (flat-pack), fittings, or fitments. In any event, such works will not be covered by any insurance provided under this contract.
  • 2.2 Disconnect, reconnect, or dismantle appliances, fixtures, fittings, or equipment.
  • 2.3 Remove or lay fitted floor coverings.
  • 2.4 Take down or re-hang curtains, blinds, or other window coverings.
  • 2.5 Move night storage heaters unless they have been fully dismantled prior to our arrival.
  • 2.6 Move any items from a loft that does not have safe, floored access and proper lighting.
  • 2.7 Move or store any items excluded under Clause 4 of these Terms and Conditions.
  • 2.8 Move any item or items which our removal crew reasonably believes they cannot move safely, or the removal of which may damage the item, its surroundings, or the premises.

3. Your Responsibilities

It is your sole responsibility to:
  • 3.1 Declare to us the proper value of the Goods prior to the removal date.
  • 3.2 Obtain at your expense all documents, permits, parking suspensions, and licences necessary for the removal to be completed.
  • 3.3 Be present yourself, or appoint a representative, at both the departure and destination points throughout the collection and delivery process to ensure that nothing is removed or left in error and that all items are placed in the correct rooms.
  • 3.4 Adequately prepare and stabilise all appliances prior to their removal.
Other than by reason of our negligence, we will not be liable for any loss, damage, costs, or additional charges that may arise from any failure on your part to fulfil the above responsibilities.

4. Goods Not to Be Submitted for Removal or Storage

The following items are strictly excluded from this contract and will not be removed or stored:
  • 4.1 Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or goods or collections of a similar kind.
  • 4.2 Potentially dangerous, damaging, explosive, or hazardous goods, including gas bottles and aerosols.
  • 4.3 Goods likely to encourage vermin or other pests, or to cause infection.
  • 4.4 Refrigerated or frozen food or drink.
  • 4.5 Any animals and their cages or tanks, including pets, birds, or fish.
  • 4.6 Cars, boats, and caravans.
  • 4.7 Furs, perfumery, wines, spirits, tobacco, cigars, cigarettes, foodstuffs, perishable goods, or any kind of explosives.
Such items shall not be accepted for removal or storage except where expressly agreed in writing in advance. Should any such items be submitted without our prior knowledge and written consent, we shall not be liable for any loss or damage arising therefrom, save where such loss or damage results in death or personal injury caused by our negligence, or that of our employees or agents.
You shall indemnify us against all claims, charges, expenses, damages, or penalties incurred or suffered as a result of any third-party action in connection with such items.
We reserve the right, without notice, to dispose of any items referred to in Clauses 4.2, 4.3, 4.4, 4.5, and 4.7 of these Terms and Conditions.
4.8 Breakage of owner-packed property will not be accepted as a claim unless the box or container shows clear signs of external damage.

5. Ownership of the Goods

By entering into this contract, you confirm that:
  • 5.1 The Goods are your own property; or
  • 5.2 You have the full legal authority of the owner of the Goods to enter into this contract on their behalf.
You will be responsible for paying any claim for damages and/or costs if either of the above confirmations proves to be untrue.

6. Postponements and Cancellations

6.1 If you postpone or cancel this contract, we reserve the right to levy a charge based on the amount of notice given prior to the agreed removal date, as follows:
  • Where notice of cancellation or postponement is given with more than three (3) days' notice before the scheduled removal date, no cancellation fee shall be payable.
  • Where notice of cancellation or postponement is given with less than three (3) days' notice before the scheduled removal date, a fee will apply, determined by our assessment of losses incurred.
6.2 The provisions of Clause 6.1 shall not apply where you have elected to purchase our optional removal postponement and/or cancellation protection waiver, as separately quoted by us.

7. Payment

7.1 Unless otherwise agreed by us in writing, all charges must be paid in full and received by us as cleared funds prior to the commencement of the removal or the delivery of your Goods.
7.2 Unless expressly agreed otherwise in writing, you shall not be entitled to withhold any portion of the agreed price for any reason.
7.3 We reserve the right to terminate this contract and refrain from performing any of the quoted services should payment not be received prior to the scheduled removal date.
7.4 Failure to comply with our payment terms shall render the Goods uninsured for the purposes of this contract.

8. Our Liability for Loss or Damage

8.1 Restricted Liability

8.1.1 If you do not provide us with a declaration of the value of your Goods, or do not require us to accept Regular Liability under Clause 8.2 below, then in the event that we lose or damage your Goods through our negligence or breach of contract, we will pay you up to a maximum of £50.00 sterling per item to cover the cost of repair or replacement. An “item” is defined as any one article, suite, pair, set, complete case, package, carton, or other container.

8.1.3 Other than by reason of our negligence, we will not be liable for any loss, damage, or failure to deliver the Goods if caused by any of the following circumstances:
  • 8.1.4 Fire, however caused.
  • 8.1.5 War, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, terrorism, rebellion and/or military coup, act of God, industrial action, or other events outside our reasonable control.
  • 8.1.6 Normal wear and tear, natural or gradual deterioration, leakage, evaporation, or from perishable or unstable goods. This includes goods left within furniture or appliances.
  • 8.1.7 Cleaning, repairing, or restoring, unless carried out by us.
  • 8.1.8 Moth, vermin, or similar infestation.
  • 8.1.9 Electrical or mechanical derangement to any appliance, instrument, or equipment unless there is evidence of external impact.
8.1.10 Additionally, we will not be liable for any loss of or damage to:
  • 8.1.11 Any goods in wardrobes, drawers, or appliances, or in a package, bundle, case, or other container not both packed and unpacked by us.
  • 8.1.12 Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or goods or collections of a similar kind, unless you have previously provided us with full information including declared value and we have confirmed in writing that we will accept responsibility.
  • 8.1.13 Goods which have a relevant proven defect or are inherently defective.
  • 8.1.14 Animals and their cages or tanks, including pets, birds, or fish.
  • 8.1.15 Plants.
  • 8.1.16 Refrigerated or frozen food or drink.
8.1.17 Other than by reason of our negligence, we will not be liable for any damages or costs resulting indirectly from, or arising because of, loss, damage, or failure to deliver the Goods.

8.2 Regular Liability

8.2.1 If you provide us with a declaration of the value of your Goods and agree to pay an additional charge, our liability will be as follows:
  • 8.2.1.1 In the event of loss or damage caused by our negligence or breach of contract, our liability will be assessed as a sum equivalent to the cost of repair or replacement, taking into account the age and condition of the Goods immediately prior to their loss or damage, subject to a maximum liability of £50,000 (unless a higher amount has been agreed with you in writing).
  • 8.2.1.2 Where the lost or damaged item is part of a pair or a set, our liability, where assessed as the cost of replacement, shall be limited to the value of that item in isolation and not the cost of the pair or set as a whole.
  • 8.2.1.3 Loss of structural integrity of furniture constructed of particle board resulting from crumbling of the board is excluded from Regular Liability.
8.3 Any liability under Clause 8.1 or 8.2 above is expressly subject to all other applicable exclusions set out elsewhere in this agreement.

9. Delays in Transit

9.1 Unless we provide a specifically agreed written timescale, all arrival and departure times are estimates only and are not guaranteed.
9.2 If we do not keep to an agreed written timescale and the delay is within our reasonable control, we will pay your reasonable expenses arising directly from our failure to keep to the agreed schedule. If through no fault of ours we are unable to deliver your Goods, we will take them into storage. This contract will then be considered fulfilled, and any additional services, including storage and redelivery, will be arranged and charged at your expense.

10. Damage to Premises

10.1 We shall only be liable for damage to premises caused by our negligence.

10.2 Any damage to premises must be noted on the delivery receipt and confirmed to us in writing within seven (7) days of delivery, unless you request a reasonable extension which we agree to in writing.

11. Time Limits for Claims

11.1 We will not be liable for any loss or damage to any Goods unless any claim for loss or damage is notified to us in writing within 24 hours (this is a requirement of insurers) of either their collection by you or delivery by us to their destination, unless you request a reasonable extension which we agree to in writing.

12. Our Right to Withhold or Dispose of Goods (Lien)

12.1 We have a legal right to withhold some or all of the Goods until you have paid all our charges and any other payments due under this contract, including any charges paid by us on your behalf.
12.2 While we hold the Goods and await payment, you will be liable for all storage charges and other costs incurred as a result of our withholding, and these Terms and Conditions will continue to apply.

13. Disputes

13.1 In the event of a dispute arising from this agreement that cannot be resolved between the parties directly, either party may refer the matter to the low-cost independent arbitration service provided by the relevant industry ombudsman.

14. Sub-Contracting

14.1 We reserve the right to sub-contract some or all of the work for which we have provided a quotation, without prior reference to you.
14.2 Where we sub-contract, these Terms and Conditions will continue to apply in full.

15. Storage Services

The following terms, in addition to all other terms set out in this document, apply to all contracts for the storage of Goods:
15.1 If you require storage facilities, you are obliged to provide a forwarding address and to notify us in writing of any change. All correspondence and notices will be deemed to have been received by you seven (7) days after posting to the last forwarding address recorded by us.
15.2 The manner in which Goods are transported and whether we use conventional or containerised storage shall be at our sole discretion, unless otherwise confirmed in writing.
15.3 Where we provide an inventory of Goods stored on your behalf, it will be accepted as accurate unless you provide us with written notice of any errors or omissions within 14 days of our posting the inventory to you.
15.4 All charges for storage services are payable in advance. All our charges, including removal charges, must be paid in full in cleared funds before any Goods are released from storage. We shall be entitled to exercise a lien over those Goods until we receive payment of all charges due from you to us.
15.5 We review our storage charges periodically. You will be given 28 days’ written notice of any increases, following which our revised rates will apply. We will always act reasonably in reviewing our storage charges.
15.6 On giving you 28 days’ written notice, we are entitled to require you to remove your Goods from our custody and pay all money due to us. Any such notice will state that we will dispose of your Goods three (3) months thereafter if you fail to pay all outstanding sums due to us and, in that event, we will do so without further notice. The cost of sale or disposal will be charged to you. The net proceeds will be credited to your account, and any eventual surplus will be paid to you without interest.
15.7 If your payments are up to date, we will not end this contract except by giving you three (3) calendar months’ written notice. If you wish to terminate your storage contract, you should give at least 14 days’ written notice. Whilst we will use reasonable endeavours to arrange the release of your Goods on the dates you require, specific dates cannot be guaranteed.
15.8 If you appoint a third party to collect your Goods from our storage facilities, we are entitled to make a charge for the handover of those Goods.

16. Entire Agreement

16.1 These Terms and Conditions, together with our written quotation, constitute the entire agreement between the parties and shall supersede and take precedence over any prior oral representations or discussions.
16.2 Any variation to these Terms and Conditions shall be effective only if agreed mutually and confirmed in writing by both parties. Any such variation shall not affect the validity or enforceability of the remaining provisions of these Terms and Conditions.

17. Jurisdiction

17.1 This contract shall be governed by and construed in accordance with the laws of England and Wales where our principal place of business is in England or Wales, or, where our principal place of business is in Scotland, by the laws of Scotland.

These Terms and Conditions are effective as of the date of the signed quotation acceptance and supersede all previous versions.

Bestway Relocation Ltd Professional Removal & Storage Services