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TERMS AND CONDITIONS

Welcome to Removalsquad. This page (together with the documents referred to in it) tells you the terms (the “Terms”) which apply when you book any service (the "service") from our removalsquad.co.uk website or mobile applications and related services (each referred to as an “Application”).

Please read these Terms carefully before ordering any Service from our Application. If you have any questions relating to these Terms, please contact [email protected] before you make a booking. If you are a consumer, you have certain legal rights when you order services using our Application. You can find more information about these rights at: https://www.citizensadvice.org.uk/consumer/. Your legal rights are not affected by these Terms, which apply in addition to them and do not replace them. By setting up your Removalsquad account, you confirm that you accept these Terms.

1. INFORMATION ABOUT US

Removalsquad.com is operated by Van Technologies Ltd, a company incorporated and registered in England and Wales, whose registered office is at 71 - 75 Shelton Street, Covent Garden, London WC2H 9JQ. Our Company registration number is 12454063. You may contact us at [email protected], by phone on +44 203 151 3006, or by using the instant messaging facility on our Application.

2. PURPOSE

We provide an online and phone booking platform for individuals for personal or business use, Our objective is to link you to drivers/porters/transport companies with a van/vehicle we partner with (“Partner Drivers/Porter/ Transport Companies") and allow you to book Items/Goods for delivery (our “Service”), to book a collection and deliver item(s) using one of the independent delivery drivers/porters/transport companies we represent (each a “Driver/Porter/Transport Company ”). Where you book a Partner Driver/Porter /Transport Companies, Removalsquad acts as an agent on behalf of the Partner Driver/Porter/Transport Company to conclude your booking from our Application, and to manage your experience throughout the booking process. Our platform allows you to individually list the items you want moved at a date, time, and price of your choice. We call this a “Booking”.

Important: Our platform allows you to make offers of how much you wish to pay to book one of our services, please note an offer to move an item(s) is not a guaranteed service and does not form a contract until a driver/porter/transport company has accepted your offer.

3. REMOVALSQUAD TERMS OF USE FOR WEBSITE AND APPLICATION

This page (together with the documents referred to on it) tells you the terms of use on which you may make use of our website removalsquad.co.uk (our "Site") or any application we make available via an app store or otherwise (our "Service"), whether as a guest or a registered user. Please read these terms of use carefully before you start to use or Site or our Service. By accessing our Site or by using our Service, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, do not access our Site or use our Service.

  1. Accessing Our Site Or Our Services
    Access to our Site and to our Service is permitted on a temporary basis, and we reserve the right to withdraw or amend access to our Site or our Service without notice. We will not be liable if, for any reason, our Site or our Service is unavailable at any time or for any period. From time to time, we may restrict access to some parts our Site or our Service, or our entire Site or Service to users who have registered with us. You are responsible for maintaining the confidentiality of your login details and any activities that occur under your account. If you have any concerns about your login details or think they have been misused, you should contact [email protected] straight away to let us know. We can deactivate your account at any time.

  2. We operate an online marketplace and act as a fee collecting (’Deposit’ referred to as ‘Service Fee’) booking agent for individual Partner Driver(s)/Porter(s) and/or Transport Companies, who agree to operate using our platform. Whenever you book a service using our website www.removalsquad.co.uk or our App available on the App Store or Google Play Store (“our Platform”) you agree to these terms and conditions (“the Terms”).

  3. We can update these Terms at anytime so always read the latest version on our website before making a booking with us.

  4. These Terms are important, and you should read them carefully. They explain our relationship with you, what we do and what happens if things go wrong, including what you may be charged for cancellations.

  5. Our Partner Driver(s)/Porter(s) and/or Transport Companies may also have terms and conditions that are separate to these. You should read them as well and these are available on request.

  6. When you book a Partner Driver(s)/Porter(s) and/or Transport Companies through us the contract is between you and the Partner Drivers/Porters and/or Transport Companies. We act for the Partner Driver(s)/Porter(s) and/or Transport Companies for the purpose of determining your requirements and selecting the appropriate Partner Driver(s)/Porter(s) and/or Transport Companies from those available.

  7. Each Partner Driver(s)/Porter(s) and/or Transport Companies is solely responsible for performing the service you set out in your request and it is your responsibility to make sure all the relevant information is provided to us, so we can select a Partner Driver(s)/Porter(s) and/or Transport Company to complete your booking.

  8. Fixed Price Bookings -The price we quote to you on our Platform is only for the item(s) you have told us you need moving. If you have selected a fixed price (’make an offer’) booking option, your price will be fixed as long as your moving conditions remain the same. Example: you list 10 boxes to be moved from the pickup address on a ground floor, to the drop off address also on a ground floor, which you provided when you made the booking. Upon the drivers arrival, you now have 20 boxes and your pick up is on a 2nd floor with no lift and you wish to move to a different address. It means the moving conditions have now changed and will either result in a price increase (to be negotiated with the driver). If for example the driver is unable to lift the boxes alone due to excessive weight and you are unable to assist, or the new drop off address is too far away compared to your initial drop off address, then your booking may be cancelled entirely and all deposits will be forfeited, as the deposit will act as a charge towards the drivers attendance and our administrative cost.

  9. Minimum Bookings - Where you have chosen to book for the minimum period of 1 hour, you will be billed per minute in 1 minute increments after the first hour has lapsed, if your job takes less than an hour you will be billed for our base rate which is equivalent to an hours charge.

  10. Future Bookings - If you have selected an estimated duration, example 3 hours, you will be billed for a minimum of 3 hours, even if your move was completed in a lesser duration.

  11. Fixed price Offer - When you make an offer to move the offer price will be fixed for the listed inventory, we are not under any obligation to accept your offer, as we cannot guarantee a Partner Driver(s)/Porter(s) and/or Transport Company will be prepared to do your job at your offered price.

    Important: We understand that it may be difficult to know how long your move may take; we therefore recommend that you select more time than you think you may need, just to be on the safe side. As you can appreciate drivers book in other jobs near you, so that they can get a full days work in your area. If your move is too big for the duration you selected, the driver may not be able to complete your move in 1 go as they may have another customer waiting. The driver may be able to return at a later time or date to complete your move, but we can’t always guarantee this will be possible. If unsure on how long you will need to book for? Contact our office; alternatively opt for a fixed price quote that is not time based.

  12. If you require any other items to be moved from or to other locations, you must make a separate booking.

  13. We reserve the right to reject your Booking on behalf of a Partner Driver(s)/Porter(s) and/or Transport Company at our discretion based on the information you provide.

  14. Our Platform is designed for use in the United Kingdom for personal or business customers and is governed by English law. Access to our Platform by you from any other jurisdiction other than the UK is entirely at your own risk.

  15. Our liability to you under this agreement is a maximum of £250.00 (two hundred and fifty pounds sterling) per booking.

4. YOUR ACCOUNT

Before you can place bookings for jobs using our Application, you need to open a Removalsquad account. When you open an account you may create a password, or other secure login method, and may also have to provide credit card details. You must keep any password you create, or other secure login method, secret, and prevent others from accessing your email account or mobile phone. If another person uses these methods to access your account, you will be responsible to pay for any jobs they book, and we are not responsible for any other losses you suffer, unless the person using your password obtained it because we did not keep it secure.

You may close your account at any time by requesting to do so in your account section of our website or contacting us using the contact details above. We may suspend your access to your account, or close it permanently, if we believe that someone else has used your account. We may also close your account if in our opinion you are abusing our Service (for example, by applying for refunds or credit to which we do not consider you are entitled, making repeated unreasonable complaints, mistreating our staff, or any other good reason). If we close your account permanently we will refund any remaining account credit you have validly obtained from our customer service team or Application following any issue with a job, by applying a credit to your registered credit card, or if that is not possible for any reason, by way of a bank transfer using bank details (provided you have supplied them to us).

5. BOOKINGS

When you place a booking you will have the choice to place it as an ASAP Booking or a Future Booking. For an ASAP Booking, we will tell you an estimated arrival time before you place the booking.

For a Future Booking you will select the date and time of your pick up, you must be available at least 1 hour before your selected time and 1 hour after your selected time. Once the assigned Driver/Porter/ Transport company is ready to proceed to your pick up location, they would activate the ‘go to pick up’ tab on their App, which will send you an alert that your driver is on their way with an estimated time of arrival. Should the drivers arrival time not be suitable, feel free to give them a call or send them a message with any arrival time concerns you may have, and in most cases the driver may be able to accommodate your timing requirements.

Any booking you make through our platform needs to be accepted by the Partner Driver(s) or us/Porter(s) and/or Transport Company before it is confirmed. We will send you a notification or an email if your booking has been accepted (the "Booking Confirmation "). The contract for your booking comes into existence when we send the Booking Confirmation. You are responsible for paying for your booking using your account, and for related charges, and for complying with these Terms, even if you have made the booking for someone else. All services offered are subject to availability. Please contact our Partner Driver(s)/Porter(s) and/or Transport Company once they have been assigned to your job, that is of course if they don’t contact you first. Removalsquad cannot guarantee that a Partner Driver(s)/Porter(s) and/or Transport Company will contact you first once your booking is accepted, and assigned, but we can guarantee that we would send you the contact details of your designated Partner Driver(s)/Porter(s) and/or Transport Company.

6. CHANGES TO YOUR BOOKING

If you need to make changes to your booking you can do this at anytime free of charge, as long as you have contacted us either via email at suppo[email protected] or by calling us on +44 203 151 3006.

If you cannot give us at least 24 hours prior notice, We will always try to accommodate any changes you require to your booked Job, but this may mean we have to create a new booking for you with a new Service Fee, in additional to the original booking; If you need to cancel we may charge you a cancellation fee; or increase/decrease your existing Booking’s Service Fee. We will confirm the details with you and get your agreement to any changes at the time the Job booking is changed.

6.1. Cancellations made within 24 hours of the start of your booking will result in the full amount being due. Where this amount as been paid in advance there will be no refund.

Booking modifications made within 24 hours of the start of your booking which result in a change of date will be classed as a cancellation and will result in the full amount being due. Where this amount as been paid in advance there will be no refund.

6.2. As long as your booking is made within the last 7 days, We will assist you with your cancellation and it will be at the managers discretion. Any other cancellations are none refundable.

7. YOU AND DRIVER/PORTER/TRANSPORT COMPANY

We act as commercial agent on behalf of our Partner Driver(s)/Porter(s) and/or Transport Companies, This means we arrange for one of our partners to complete your Job at the price you agreed to using our Platform. Once you have accepted the terms of the Job including the Service Fee we will arrange for a Partner to complete your Job at the date and time you chose.

8. INSURANCE

All our Partner Driver(s) and/or Transport Companies have to carry motor insurance for business use, along with GIT (Goods In Transit Insurance) but this may not cover your items for loss or damage. If your items are lost or damaged during transit you must contact us only after the job has completed so that we can investigate. We recommend you take photos of your items before transit so any damage can be evidenced after the event.

We are not liable for the actions of a Partner Driver(s) and/or Transport Company or any damage caused to your items by Partner Driver(s) and/or Transport Companies, but we will assist with resolving any dispute between you and the Partner Driver(s) and/or Transport Companies.  Read below to know more about Goods in Transit

Goods in Transit Insurance

Goods will be covered by our insurer only if one of our companies prepare and pack your items prior to transportation.

Alternatively in special circumstances we can accept items packed securely by clients as long as the following apply.

1: Client have provided an inventory of the packed items prior to us moving them.

2: All items are clearly labelled of the contents in each box, along with fragile stickers should it apply.

3: All breakable items are shown to our staff/partner before they are packed and sealed for transportation.

4: Electricals are not covered unless they are shown to be in full working order before they are securely packed for transportation.

Our responsibility

Our responsibility is to deliver your goods from your "pick up address" to your "drop off address" in the same condition as they were at the time when they were packed or otherwise made ready for transportation.

All goods being transported are insured for up to £15,000. We are not liable for the first £250.00 per claim, as that is insurance excess that applies to all claims, just like any of your other data claims, vehicle, contents insurance etc.

Should your goods have value, It is the responsibility of the customer to ensure extra insurance is arranged at time of booking if required.

Goods will be protected only by our insurers solely for the items described in your inventory.

In the event that we have undertaken to pack your items, or otherwise make them ready for transportation.

It is our responsibility to deliver them to you undamaged. "undamaged" we mean in the exact same condition as they were immediately prior to being packed/made ready for transportation.

9. OUR RESPONSIBILITIES

  1. We will use our reasonable efforts to book a Partner Driver(s)/Porter(s) and/or Transport Company based on the information you provide us with through our Platform. If we cannot book a Partner Driver(s)/Porter(s) and/or Transport Company for your job, we will tell you as soon as possible by email (please check your spam folders) or by calling you on the phone. If we cannot find a Partner Driver(s)/Porter(s) and/or Transport Company in time to complete your job, we will refund your deposit.

  2. If your original booked Partner Driver(s)/Porter(s) and/or Transport Company is unable to start your job, we will use our reasonable efforts to find a replacement Partner Driver(s)/Porter(s) and/or Transport Company to complete your Job.

  3. All Partner Driver(s)/Porter(s) and/or Transport Company always receive job reminders, reminding them of your upcoming pre booked job.

  4. The schedule to these terms (see below) sets out details of how to pack certain items and what to do if you are unsure. You should read this in full before the day of your job to avoid a Partner Driver(s)/ Porter(s) and/or Transport Company being unable to complete your job and you being charged a cancellation fee.

10. THE DRIVER/PORTER/TRANSPORT COMPANY RESPONSIBILITIES

  1. By accepting your booking, the Partner Driver(s)/Porter(s) and/or Transport Company agrees to complete that booking to a professional standard without damaging your items and delivering them to the address you provided when you made the booking. Each Partner Driver(s)/Porter(s) and/or Transport Company carries in their van: hand held trolleys straps and blankets. The Partner Driver(s)/Porter(s) and/or Transport Company will collect and transport only the item(s) that you originally requested. If you ask the Partner Driver(s)/Porter(s) and/or Transport Company to move any other item(s), that you did not list in your original booking, the Partner Driver(s)/Porter(s) and/or Transport Company has the right to refuse.

  2. Your Partner Driver(s)/Porter(s) and/or Transport Company can choose to wait for up to 15 minutes after the start time you set in your booking, but this is at the Partner Driver(s)/Porter(s) and/or Transport Company sole discretion as they may have other clients they need to attend to.

  3. If you are not at the pickup address at the time stated in your booking the Partner Driver(s)/Porter(s) and/or Transport Company will attempt to contact you on the telephone number you provided in your booking and will also knock on your door or ring the buzzer/bell/intercom.

  4. If your Partner Driver(s)/Porter(s) and/or Transport Company cannot wait or you are not at your bookings pick-up address within 15 minutes of your start time, then the Partner Driver(s)/Porter(s) and/or Transport Company is free to leave, and you will be charged a cancellation fee equivalent to 25% of your total booking price.

11. YOUR RESPONSIBILITIES

  1. You must be at least 18 years old to use our Platform and you must provide us with a valid email address and telephone contact information. We reserve the right to immediately suspend your access to our platform if we suspect the information you have provided is false or misleading.

  2. You must provide accurate information to us when you register on our App or make a booking on our website. If you provide information that is not true and accurate the Partner Driver(s)/Porter(s) and/or Transport Company may not be able to find you, arrive at the wrong time or not have the right sized vehicle or equipment to complete your job.

  3. If a Partner Driver(s)/Porter(s) and/or Transport Company cannot complete your booking because you did not provide the correct information, then we will charge you 25% cancellation Fee and you will need make a new booking.

  4. It is your responsibility to ensure you have access to our Platform at all times when using our services. You must provide anyone whose personal information you supply to us (for example if a friend or family member is meeting the Partner Driver(s)/Porter(s) and/or Transport Company for your job with a copy of these Terms Of Service and our Privacy Policy Notice.

  5. You agree to provide us at all times with your contact details up to and including the date of your job.

  6. You agree to keep your payment information up to date and to provide us with a valid payment card at the time of your booking and at all times until your job has been completed.

  7. You agree to be at the pickup address set out in your booking request, with your item(s) ready to be loaded onto the vehicle you selected at the time of your booking, at least 15 minutes prior to the vehicles scheduled arrival. If you are not ready in good time, then we may cancel your booking and charge you a cancellation fee.

  8. You must arrange access for the Partner Driver(s)/Porter(s) and/or Transport Company at the drop off location you submitted during your booking.

  9. You must arrange for all parking permits including paying any fees required for parking the Partner Driver(s)/Porter(s) and/or Transport Companies vehicle, so your booking can be completed without the Partner Driver(s)/Porter(s) and/or Transport Company being given a (PCN) Parking Charge Notice. If the Partner Driver(s)/Porter(s) and/or Transport Company arrives and cannot park without risking a PCN, then we may cancel your job and charge you a cancellation fee.

  10. It is your responsibility to pay for any parking related fees. A Partner Driver(s)/Porter(s) and/or Transport Company may refuse to complete your booking if they are required to park at unsafe distance away from your pickup/drop off address. If a Partner Driver(s)/Porter(s) and/or Transport Company is charged a parking penalty to complete your booking, this will be charged to you in addition to your cancellation fee.

  11. If you book a vehicle to move goods to a recycling waste centre, you agree to confirm with that recycling waste centre, if the Partner Driver(s)/Porter(s) and/or Transport Company requires any permit to gain access and complete your booking. This may include informing the local authority of the size of vehicle being used and the nature of the items being disposed of. If a Partner Driver(s)/Porter(s) and/or Transport Company is not able to complete your booking because you have not made the necessary arrangements, the Driver will return all your items to your pickup address and you will be charged 100% of the Booking Price.

  12. You acknowledge the contents of and agree to comply with Schedule 1 “Great Moves”

  13. You agree to behave and ensure that any other person travelling with the Partner Driver(s)/Porter(s) and/or Transport Company on for your booking behaves in a way that is not abusive or threatening towards your Partner Driver(s)/Porter(s) and/or Transport Company. If we become aware of any abusive or unreasonable behaviour by you or anyone connected to you towards a Partner Driver(s)/ Porter(s) and/or Transport Company or our staff, then we reserve the right to terminate your booking with immediate effect; suspend your access to our Platform; and charge you 100% of the Booking Price.

12. BOOKING PRICE

  1. The price you are quoted by our system (“Booking Price”) will be quoted inclusive or exclusive of VAT depending on whether your booking for personal or business use. The Booking Price will not change for a fixed price (’make an offer’) booking, unless you amend the terms of your booking e.g. by changing the drop off or pickup location, add or subtract items, change the nature of the item(s) you need to move.

  2. For hourly or metre bookings the final booking price will be calculated on job completion.

  3. When you agree to the Booking Price quoted by our Platform, we take a pre-authorisation against the debit/credit card normally a 25% deposit, and then may charge the balance amount after completion of your job automatically to your card, unless you have opted to pay your balance to the driver by other means.

  4. You must pay the Booking Price in full on completion of your job before the Partner Driver(s)/ Porter(s) and/or Transport Company leaves .

  5. The Booking Price will include any congestion or emission zone charges and tolls that some cities, bridges and roads charge vehicle users. The Booking Price will never include parking fees required to be paid by a Partner Driver(s)/Porter(s) and/or Transport Company to collect the items included in your booking. You must arrange for these extra charges to be paid by you in time for the job.

  6. If the Booking Price is not paid on completion of a job, then we may prevent you from using our Platform until the Booking Price has been paid. If you cannot pay the Booking Price for any reason you should contact us as soon as possible to discuss the issue with us.

  7. If you do not pay the Booking Price or any other associated charges fees we reasonably charge for our services then we will commence debt recovery proceedings in accordance with our Debt Recovery Policy, which may mean we ask a third party debt collection agency to recover our charges. Any recovery action against you may affect your credit rating and incur extra fees charged by our debt collection agent.

  8. We have set out what charges are included in your booking and what charges would need to be paid separately by you on or before the job’s date.

13. EXTRA CHARGES

  1. Parking Charges (PCN); You need to pay these on the day of your job. If the Partner Driver(s)/Porter(s) and/or Transport Company incurs any penalty for parking at or near your pickup address, we will add the penalty charge to your final Booking Price.

  2. Euro Tunnel; If we cannot include it in your Booking Price and your Partner Driver(s)/Porter(s) and/or Transport Company has to use the Eurotunnel service to complete your job, we will charge you the cost of the train ticket to your destination and the Driver’s return train ticket on top of the Booking Price you are quoted.

  3. Ferry Crossing; If we cannot include it in your Booking Price and your Partner Driver(s)/Porter(s) and/or Transport Company has to use a ferry service to complete your job, we will charge you the cost of the ferry to your destination and the Partner Driver(s)/Porter(s) and/or Transport Company return ferry crossing on top of the Booking Price you are quoted.

  4. Overseas Travel; If you booking includes moving from one country to another, we may add extra charges to your Booking Price if we cannot include them. These charges may include toll roads, bridges or similar charge imposed by local authorities in jurisdictions outside the UK.

  5. Recycling Charges; If your booking includes disposal of item(s) to a recycling centre, we may add the cost of any licence fee required if your item(s) constitute commercial waste.

  6. Unable to complete the booking; If a Partner Driver(s)/Porter(s) and/or Transport Company cannot complete your booking because of something that is in your control (e.g. not being at a drop address, providing an incorrect drop off address or not giving a Partner Driver(s)/Porter(s) and/or Transport Company an access code) then we may charge you a storage fee for your item(s) and the cost of the Partner Driver(s)/Porter(s) and/or Transport Company securing your items until delivery can be made. Overnight storage rate is £75.00.

14. CANCELLATION CHARGES

You can cancel your booking on our App or website by logging in or by phone at any time up to the day of the job, but you might have to pay us a cancellation fee. You do not have a 14-day cooling off period after booking a Job.

The fees set out below will be charged to your card depending on how much notice you give us to cancel your Job.

  1. Cancellation Notice; On the same day you booked - Free cancellation for Future Bookings as long as the job date and time is more than 24 hours away, otherwise a cancellation charge of 25% of the Booking Price may be charged.

  2. Cancellation Notice; On the same day you booked - Free cancellation for same day bookings as long as your job is not within the next 4 hours. If your job is within the next 4 hours a cancellation charge of 25% of the Booking Price may be charged.

  3. Cancellation Notice; For ASAP on demand booking - Free cancellation as long as the Partner Driver(s) /Porter(s) and/or Transport Company has not activated their ‘go to job’ function. If the Partner Driver(s)/ Porter(s) and/or Transport Company has already arrived at your pick up location, a cancellation fee of the ‘Base Booking’ rate may apply, which is equivalent to the 1st hour ‘Booking Price’ of your job.

15. LOADING/OFF LOADING

When you book a Partner Driver(s)/Porter(s) and/or Transport Company, you will have various loading and off loading options.

  1. Self Load; Simply means you load and off load your own goods, you are totally responsible for your items during loading, transportation and off loading.

  2. Driver Assist; Simply means the driver will assist you to load and off load

  3. Driver and Extra Assist; Simply means the driver and at least a minimum of 1 extra paid helper will assist your to loading and offload.

Important: We do not recommend that you load any item onto a vehicle unless this is agreed by prior arrangement when you initially made the booking, for example you selected Self Load booking.

If you have agreed with us to assist a Partner Driver(s)/Porter(s) and/or Transport Company loading your item(s) on to the vehicle, you must follow the Partner Driver(s)/Porter(s) and/or Transport Companies instructions at all times, and use any equipment the Partner Driver(s)/Porter(s) and/or Transport Company asks you to. If you or any person connected to your job decides to load any item(s) onto a Partner Driver(s) /Porter(s) and/or Transport Companies vehicle or assist a Partner Driver(s)/Porter(s) and/or Transport Company with loading your item(s), then you agree that neither the Partner Driver(s)/Porter(s) and/or Transport Company or Removalsquad liable for the safety of any person who loads items for you or any loss or damage to items listed in your booking. Your Partner Driver(s)/Porter(s) and/or Transport Companies insurance may not cover injury to you or any other person or loss or damage to your item(s) if you or any person connected to your booking loads your item(s) onto the Partner Driver(s)/Porter(s) and/or Transport Companies vehicle.

16. RIDING IN THE TRANSPORT VEHICLE

You and people authorised by you can only travel with the Transport Vehicle at the Driver’s discretion. If you accompany the Driver you acknowledge and agree that this does not constitute a private hire or taxi service and is entirely at your own risk. We strongly recommend you make your own travel arrangements.

To ensure certain standards drivers are vetted by a third-party service before they are on-boarded to our Platform however, we do not accept liability for a driver’s appearance, smoking, driving ability, manner of driving, proficiency of English or use of inappropriate language. No refund will be given for complaints relating to you or any person travelling with the driver, and we strongly recommend that you make your own travel arrangements, as the driver is only required to move the items listed in the job.

17. COMPLAINTS

If you have a complaint about a Driver/Porter we will do our best to help you resolve it. You can contact us by email at [email protected] will only agree to deal with a complaint or dispute between you and a Driver/Porter made after your job is completed and in accordance with our Dispute Resolution Policy.

If you have any other complaints that is not driver/porter related, please email us or call customer support +44 203 151 3006 or email us at [email protected]

Nothing in these Terms creates or be deemed to create a joint venture, partnership or agency relationship between you and us.

By using the Platform, you agree that our liability to you is capped at £250.00 per booking. If you accept any cash compensation paid by us in relation to a booking, then your acceptance will be in full and final settlement of any and all claims you may have for that booking against the partner Driver(s)/Porter(s) and/or Transport Companies instructions and us.

18. YOUR INFORMATION

We collect and process all information in accordance with our Privacy Policy Notice.

19. WHEN WE ARE NOT RESPONSIBLE

Even if we are not responsible, we will always try our best to help. If something goes wrong with your booking, then and will try and resolve the problem in line with our Dispute Resolution Policy. You can contact us via telephone on +44 203 151 3006 or email us at [email protected].

  1. We will do everything we reasonably can to carry out our side of this agreement but there may be times when we cannot perform our obligations because:

    1. Laws, regulations or a government authority stops us; or

    2. Circumstances out of our control that we cannot remedy e.g. extreme weather, road closures Driver/Porter illness or failure of mobile networks.

  2. We are not responsible for items left in a driver’s vehicle and you agree you are liable for any costs incurred by the driver in returning your items after a job has been completed.

  3. We are a booking and fee collection agent acting for the Partner Driver(s)/Porter(s) and/or Transport Company, but we are not responsible for the actions of the Partner Driver(s)/Porter(s) and/or Transport Company during the completion of your job.

  4. Nothing in these Terms shall limit or exclude our liability to you for death or personal injury caused by our negligence or fraudulent misrepresentation or any other liability that may not, under English law, be limited or excluded.

  5. We are not liable in contract, tort or otherwise howsoever arising out of or in connection with this agreement or use of the App/website for any indirect loss, consequential loss, loss of profits, data, revenue, business opportunity, anticipated savings, goodwill or reputation.

  6. We are not liable to you for any business losses damages or injuries sustained during any moving related task, any liability we do have for losses you suffer is strictly limited to losses that were reasonably foreseeable.

20. JURISDICTIONS AND APPLICABLE LAW

The English courts will have jurisdiction over any claim arising from, or related to, a visit to our Site or use of our Services. These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

For each completed job you can rate your Partner Driver(s)/Porter(s) and/or Transport Company by leaving feedback on the App or a link that we send to you.

Feedback is important to us and all the Partner Driver(s)/Porter(s) and/or Transport Company who use our platform. Feedback helps improve the service offered, but only works if it is honest and given in good faith. If we determine that:

  1. You asked a Partner Driver(s)/Porter(s) and/or Transport Company to do something not listed in your booking (e.g. move a few extra items); or

  2. You threatened a Partner Driver(s)/Porter(s) and/or Transport Company with negative feedback to get a service not listed in your booking (e.g. to move something to a different drop off address),

We will terminate your account; remove the feedback; or in the case of a third-party provider request the feedback be removed from their platform.

SCHEDULE 1 – GREAT MOVES

1. Getting your items packed

You must use your best efforts to pack your item(s) so each can be transported safely without damage to the item or injury to the person moving the item(s). It is your responsibility to pack everything before your move commences.

If you are not sure how to pack something correctly give our booking team a call, one of our packing experts should be able to advise you completely FREE of charge. Alternatively you can find videos and articles on the web as well.

2. Be ready

If a Partner Driver(s)/Porter(s) and/or Transport Company arrives and your items are not ready to be loaded onto the vehicle, the Partner Driver(s)/Porter(s) and/or Transport Company may wait for up to 15 minutes (but does not have to) but after that will leave without your items and you will be charged 25% of your Booking Price. Your Job may be one of several the Partner Driver(s)/Porter(s) and/or Transport Company is completing that day, and so the Partner Driver(s)/Porter(s) and/or Transport Company cannot always wait for your items to be prepared for your move.

We recommend you take a photo of each item included in your booking before it is moved, just in case an item gets damaged in transit. So that you can easily prove to us that your delivered item(s) was not like that at the pick up point.

3. Special items

Every booking is important to us and some items need extra care and attention, or your Partner Driver(s)/Porter(s) and/or Transport Company may not be able to complete your booking. If any of the following items described in this schedule are included in your booking, then you agree to terms set out below.

  1. Fragile & Strange - We get asked to move a wide range of items but there are some things we will not move including anything illegal, certain animals or hazardous materials. If you have items, you want to move but you did not tell us about them at time of booking, then we do not guarantee the Partner Driver(s)/Porter(s) and/or Transport Company will take these items. If you are in doubt then please contact our booking team first either by calling us on +44 203 151 3006  or dropping us an email before booking.

  2. Dismantled first is the safest way to move - If you need to move an item that can be dismantled then you must dismantle it and secure the item for transport before your Partner Driver(s)/Porter(s) and/or Transport Company arrives. This would include for example: a 3 door wardrobes, bunk and large beds, sheds, playhouse, gym machines, garden furniture, or outdoor play equipment. Alternatively why not give us a call on +44 203 151 3006  before booking am sure we can always find a solution for you, after all that is exactly what Removalsquad was set up to do.

  3. Flat Pack Furniture - Flat Pack furniture of any kind should not be disassembled as this can weaken the item and cause damage during transport. Neither Removalsquad or your Partner Driver(s)/Porter(s) and/or Transport Company accept liability for damage to Flat Pack Furniture and your Partner Driver(s)/Porter(s) and/or Transport Company will not dismantle or reassemble any item including Flat Pack Furniture.

  4. Piano - You must tell us if you need to move Piano during your booking process and you must secure the piano for transport before the Partner Driver(s)/Porter(s) and/or Transport Company arrives to collect.

  5. Furniture that needs to be assembled - Some furniture (e.g. a wardrobes) needs to be dismantled before it can be moved. You must disassemble furniture before the vehicle arrives. It can be helpful to keep all the screws in one bag and tape this to the furniture, so you can reassemble it at your new place. Our Partner Driver(s)/Porter(s) and/or Transport Companies only carry very basic tools, but they are not usually booked to disassemble or reassemble any items and this will need to be done by you.

    In rear circumstances some Partner Driver(s)/Porter(s) and/or Transport Companies may be able to offer a full dismantling and assembling service, it best to check with them once they have contacted after you have booked. Alternatively why not give us a call +44 203 151 3006  before booking am sure we can always find a solution for you, after all that is exactly what Removalsquad was set up to do.

  6. Washing Machine - You need to remove any kitchen cabinet casing you must empty the machine of any washing or other items, and you must disconnect the machine from the mains water, electricity and any drainage. This needs to be done before the Partner Driver(s)/Porter(s) and/or Transport Company arrives.

  7. Dishwasher - You need to remove any kitchen cabinet casing you must empty the machine of any washing or other items, and you must disconnect the machine from the mains water, electricity and any drainage. This needs to be done before the Partner Driver(s)/Porter(s) and/or Transport Company arrives.

  8. Standard Single Fridge Freezers - You need to remove any kitchen cabinet casing and you must defrost your Fridge or Freezer (or combination of the two) before we can move it. The item should be disconnected and unplumbed before the vehicle arrives.

    Please note; fridge freezers should be left for the gas to settle for as long as possible, a minimum of 6 hours is recommended if the fridge was transported in an upright position, if the fridge was laid down during transportation, it is recommended to leave it off in an upright position for at least 24 hours.

  9. American Fridge Freezers - These items must be explicitly listed when you make your booking, as they are nonstandard size. A Partner Driver(s)/Porter(s) and/or Transport Company can refuse to move this item if you have not explicitly include it in your inventory. The item should be defrosted, disconnected and unplumbed in the same way as a standard single fridge freezer. Please note; fridge freezers should be left for the gas to settle for as long as possible, a minimum of 6 hours is recommended if the fridge was transported in an upright position, if the fridge was laid down during transportation, it is recommended to leave it off in an upright position for at least 24 hours.

  10. Flat Screen TVs - These must be removed from any wall mount before the Partner Driver(s)/Porter(s) and/or Transport Company arrives and placed back in its original packaging, if not available should be bubble wrapped and placed in alternative cardboard wrapping. As a last result the vehicle should have some moving blankets, which can be used instead before transit.

    A Partner Driver(s)/Porter(s) and/or Transport Company may refuse to move it, if a Television has not been removed from a wall mount unless this was specified in the original booking, or if the TVs doesn’t have adequate protection.

4. Parking, Loading and Unloading - If any of the circumstances set out below apply to your booking, then you agree to the terms set out below

  1. Restricted Parking - You must arrange for suitable parking arrangements for the vehicle to park, load and unload your items. You must also pay for any parking permits or pay and display tickets the vehicle will need to complete your job. These include, but are not limited to, suspended bays, parking permits, width restrictions and parking distances from your premises. If the Partner Driver(s)/Porter(s) and/or Transport Company has to pay for any parking related costs directly linked to your job, then your card will be charged the amount of the parking costs incurred in addition to the Booking Price.

  2. Parking Access - You must make sure the Partner Driver(s)/Porter(s) and/or Transport Company and vehicle has safe and easy access to the pickup and drop off addresses. If you have any special instructions so the Partner Driver(s)/Porter(s) and/or Transport Company can access these locations, you must tell us beforehand. You can do this during the booking process under the special instructions section or afterwards by email to [email protected].

22. VARIATIONS

We may revise these terms of use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are binding on you.

23. YOUR CONCERNS

If you have any concerns about material which appears on our Service, please contact [email protected].