Terms and Conditions

Definitions and Abbreviations

• 'T&Cs' shall refer to these Terms and Conditions.
• 'We', 'Us', 'Our' refer to LEAWAYS REMOVALS & STORAGE LIMITED, your trusted removal service provider.
• 'You', 'Your' refer to our esteemed customer.
• 'Goods' mean the possessions that we are entrusted to move or store.
• 'Undamaged' refers to the condition of items as they were before our work commenced.

By engaging our services, you kindly agree to these terms, which govern all removal and storage services unless mutually agreed in writing to the contrary.

1. Quotations

1.1. Service Inclusions

Our quotation is thoughtfully provided for the specific service agreed and, unless stated otherwise, excludes the following:

• Dismantling or assembling furniture, sheds, or similar items, unless stated otherwise on quotations and booking confirmations with reference numbers beginning with LW.
• Laying or removing any floor coverings.
• Disconnecting or reconnecting household appliances or fittings.
• Parking fees or permits.
• Any duties, customs charges, or other fees levied by government bodies.

1.2. Additional Charges

Additional charges may apply under the following circumstances:

• If additional services, such as handling extra goods or increasing liability protection (as outlined in Clause 8), are requested.
• If access to or retrieval of stored goods is required.
• If access to the property is restricted, necessitating mechanical aids, specialist handling or alterations.
• If we are unable to park within 20 metres of the property entrance.
• If unforeseen delays or circumstances beyond our reasonable control result in additional time, labour or resources being required.
• If our crew has to wait due to restricted access at collection or delivery properties, any additional 30 minutes may be charged at £19 per team member, unless otherwise agreed in writing.

Any additional charges will reflect the reasonable additional time, labour or operational costs incurred.

2. Excluded Goods

2.1. Prohibited Items

In the interest of safety and compliance, the following items cannot be accepted for removal or storage:

• Stolen goods, illegal substances, or any explosive or highly flammable items (e.g. petrol, gas canisters, aerosols).
• Jewellery, cash, watches, securities, deeds, valuable items, or important documents unless agreed in writing.
• Perishable goods or those requiring controlled environments.
• Hazardous materials or items that could lead to contamination.
• Animals.
• Goods prohibited by law.
• Industrial items or unreasonably large or heavy items requiring specialist lifting equipment or mechanical handling.

2.2. Collection and Disposal

Should any prohibited items be inadvertently included, we may require their immediate collection. If uncollected, we reserve the right to arrange lawful disposal at your expense where necessary.

2.3. Liability Exclusion

Whilst reasonable care will always be taken, we cannot accept liability for excluded goods unless loss or damage arises directly due to our negligence or breach of contract.

3. Your Responsibilities

• 3.1. You are responsible for ensuring that any loss or damage resulting from failure to fulfil your responsibilities shall not be attributed to us.
• 3.2. It is your responsibility to secure any necessary parking permits and ensure that all related charges or fines are settled.
• 3.3. You must properly prepare household appliances before the move, including defrosting fridges and freezers and draining washing machines where applicable.
• 3.4. Dismantling and reassembling furniture remains your responsibility unless specifically requested and confirmed in writing at the time of booking.
• 3.5. Either you or an authorised representative must be present during collection and delivery unless otherwise agreed in advance.
• 3.6. You are responsible for ensuring that nothing is left behind and that all necessary documentation is signed where required.
• 3.7. Where premises are left unattended, responsibility for the security of the goods remains with you.
• 3.8. Whilst reasonable care will be taken in handling all goods, where items are packed by the customer, we cannot accept liability for internal damage arising solely due to insufficient or defective packing methods not reasonably apparent upon external inspection. This does not exclude liability for damage caused directly by our negligence or mishandling.
• 3.9. Furniture assembled using nails, adhesives or specialist fixings must be declared at booking. Any dismantling requiring specialist tools or professional tradespersons remains the responsibility of the customer unless otherwise agreed in writing.
• 3.10. Where a service is booked with only one crew member, you acknowledge that reasonable assistance with loading and unloading goods will be required from you or a suitable adult representative, unless otherwise agreed in writing. We reserve the right to suspend or amend the service where such assistance is not available and safe handling cannot reasonably be achieved.

4. Our Responsibilities

4.1. We shall carry out the agreed services with reasonable care and skill and endeavour to ensure the safe delivery, collection or storage of your goods in substantially the same condition in which they were received, subject to these Terms.

4.2. Should any loss or damage occur as a direct result of our negligence or breach of contract, we will assess the matter fairly and arrange reasonable compensation in accordance with Clause 8.

4.3. Nothing within these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability which cannot lawfully be excluded.

5. Ownership of Goods

5.1. You confirm that you either own the goods or possess full authority to instruct us on behalf of the owner.

5.2. Should ownership change during the contract period, you must inform us in writing without delay.

6. Postponement or Cancellation

6.1. Cancellation or Postponement Charges

We completely understand that plans can change. Should you need to postpone or cancel, the following charges may apply:

• Please note that the full deposit, equal to 25% of the move fee, is non-refundable if the booking is cancelled or postponed with less than 48 hours' notice before the move date.
• Deposit will be 100% refunded if you cancel up to 48 hours before the move.
• No charges apply if you change the move date up to 48 hours before the move.

Charges applied shall reflect reasonable operational losses, crew allocation, vehicle reservation and administrative costs incurred.

6.2. Should we need to cancel services due to unforeseen circumstances within our reasonable control, a full refund of monies paid relating to the affected services shall be issued.

7. Payment Terms

• 7.1. For fixed-price services, full payment is required prior to unloading unless otherwise agreed in writing.
• 7.2. For hourly-rate services, payment is required immediately upon completion unless otherwise agreed in writing.
• 7.3. We reserve the right to postpone or suspend services where agreed payments have not been received in accordance with the booking confirmation. Nothing within these Terms removes any statutory rights available under applicable consumer protection legislation.
• 7.4. Overdue undisputed sums may incur interest at 3.5% above the Bank of England base rate, calculated daily.

8. Liability and Insurance

8.1. Declared Value and Extended Liability

• You are responsible for declaring the total replacement value of your goods before work commences should you wish to obtain increased contractual liability protection.
• Where an increased liability limit is agreed in writing, our maximum liability shall not exceed the declared value accepted by us in writing.
• Compensation will reflect the reasonable cost of repair, replacement or reduction in value, taking into account age, wear, condition and depreciation.
• For items forming part of a set, liability may be limited to the individual item damaged rather than the replacement of the complete set.

8.2. Limited Liability

Where no extended liability option has been agreed in writing, our liability for loss of or damage to goods resulting directly from our negligence or breach of contract shall be limited to a maximum of £100 per individual item.

8.3.

Nothing within these Terms excludes liability for loss or damage caused directly by our negligence where such liability cannot lawfully be excluded or restricted.

8.4.

Whilst reasonable care will be taken when handling electronic, electrical and mechanical items, we cannot accept liability for internal faults, mechanical failures, software issues, electrical defects, data loss or operational malfunction unless there is clear evidence of external physical damage directly attributable to our handling of the item during the service. The mere occurrence of an internal fault following transportation shall not, of itself, establish liability.

9. Damage to Premises

• 9.1. Should damage to your property occur directly as a result of our negligence, we shall arrange reasonable repairs or compensation where appropriate.
• 9.2. Where you instruct us to proceed contrary to our reasonable professional advice, we cannot accept liability for damage arising solely from those specific instructions.
• 9.3. Where goods are required to pass through tight entrances, staircases, corridors or restricted spaces, reasonable care will always be taken. However, where you instruct us to proceed against our professional advice regarding access risks, we cannot accept liability for damage arising solely due to those limitations.

10. Exclusions of Liability

10.1. We cannot be held responsible for delays or inability to perform services caused by events beyond our reasonable control, including traffic incidents, road closures, severe weather, industrial action, accidents, breakdowns, governmental restrictions or other unforeseen operational disruptions. Where reasonably practicable, we will take reasonable steps to minimise disruption and keep you informed.

10.2. We are not liable for damage arising from natural wear and tear, gradual deterioration, leakage, moth infestation, vermin, atmospheric conditions, or perishable goods unless directly caused by our negligence.

11. Service Limitations and Safety Conditions

11.1. We may refuse, postpone or adjust services where unforeseen conditions make the work unsafe, impractical or outside the agreed scope of service. Any refund due shall reflect the circumstances and work already undertaken.

11.2. Exceptionally heavy, oversized or awkward items must be declared at booking. Items beyond safe handling limits may incur additional charges or may not be movable on the day.

11.3. If access is hazardous or unsafe and cannot reasonably be managed safely, the service may need to be adjusted, delayed or declined. Additional labour or specialist equipment may incur additional charges.

11.4. Where goods are placed into storage, a storage record, inventory or receipt may be issued identifying the goods accepted into storage.

Storage charges continue until all goods are removed from storage.

We reserve the right to retain goods where storage or removal charges remain unpaid, subject to applicable law.

12. Changes to Inventory or Scope of Work

12.1. Any reductions to the agreed inventory, access details or scope of work should be communicated as soon as reasonably practicable and ideally no later than 48 hours before the move.

12.2. Reductions made on the day of the move do not automatically reduce the agreed fixed price, as crew allocation, vehicle reservation and operational planning will already have been completed.

12.3. Additional items, tasks, floors, stops, waiting time or services requested after booking may incur additional charges.

13. Complaints Procedure

13.1. In the unfortunate event of any issue, including claims for loss or damage, please notify us in writing by emailing complaints@leaways.co.uk. Claims must be submitted within 3 days of delivery or completion of the service.

13.2. To assist us in reviewing your complaint fairly, please include:

• A clear description of the issue
• The age and original cost of the item concerned
• Photographic evidence where available
• Any supporting documentation relevant to the complaint or claim

13.3. We will acknowledge complaints within a reasonable timeframe and aim to investigate and respond as promptly as reasonably practicable.

13.4. To enable a fair assessment of any claim for loss or damage, we may require the item concerned to be made available for physical inspection by us or a suitably qualified assessor appointed by us. We may also request supporting documentation, including proof of purchase, evidence of age and condition, repair quotations, or any other information reasonably required to assess the claim. No admission of liability or compensation decision shall be made until any reasonably requested inspection and assessment process has been completed.

13.5. Where a claim for damage is made, the item concerned should not be disposed of, altered, repaired or replaced without our prior written agreement until we have had a reasonable opportunity to inspect and assess the item. Failure to preserve the item may affect our ability to investigate the claim.

14. Governing Law

14.1. These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

14.2. Any disputes arising in connection with these Terms shall be subject to the jurisdiction of the courts of England and Wales unless mandatory consumer protection laws provide otherwise.