Goods we won’t move
There are some items that we could potentially refuse to move due to legal, health, safety and courteous issues. Some examples of these items are: stolen goods, explosives, corrosives & chemicals and firearms. Consequently, it is important that you inform us if there is any risk of uncertainty if there are any items of this nature to be transported on the day.
Receipt of work
We don’t automatically generate a receipt or proof that you have purchased our services unless you have specifically requested one. Our promise to you is that once requested in writing, from the day we receive the request we will send a receipt to the address you provide and you will receive it within 7-10 working days. Working days excludes Saturdays, Sundays, Bank and Public holidays. We will only provide a receipt for the exact amount you paid us, and for the exact service you received. The dates will also always be accurate.
Parking
Providing parking is the responsibility of the customer, (try to reserve a space for the van outside before it arrives or call the local council and get a suspension or permit where necessary.) If there is no parking pre-arranged any parking fines received will be the responsibility of the customer and must be paid by the customer on completion.
Congestion and toll charges
There will be an extra charge when passing through the London Congestion Charge Zone, other congestion charge zones and tolls will be charged accordingly. We aim to include this is the main quotation, however, we do reserve the right to add on the price of tolls or congestion charges if we need to pass through them because of the customer providing us with incorrect details or changing the time. This will be discretionary to the staff who attend you on the day.
Payment requirements
We currently accept cash & payment by BACS or Credit/Debit card. The amount due must be paid in full. The payment should be paid to the van driver after the completion of the work unless otherwise arranged. We do not take cheque payments and do not offer credit.
Arrival / Delivery Time
We will do our best to arrive within the time quoted but arrival times are estimated. However, we would definitely inform you of our status. Delays to pick-up/delivery times are sometimes unavoidable (due to traffic accidents, weather etc). We will not accept any responsibility for any lateness or delays with regards to your payment, do not accpet reduced payment terms under these conditions, as all efforts will be made to keep to schedule & we will immediately inform you by email, phone or text if any unforeseen circumstances occur.
Your packing responsibilities
We accept no responsibility for damage or breakage to items that have not been packed or protected by adequate means (when customers pack). It is the customer's responsibility to dismantle any unit/system/flat pack furniture and beds and this should be done before our arrival to ensure accuracy with the estimated time we have allocated for each job. It is the customer’s responsibility to ensure that items will fit in the new premises (e.g. size of sofa.) Our drivers will not be insured to remove doors or windows in such cases and it is up to the customer to organise a specialist if needed.
Awkward access
You will incur extra charges if you have not informed us of awkward access. Awkward access can include: No vehicle access, no parking available in close proximity to the property and cramped stair and hallway conditions where large items of furniture such as beds will not fit
Unforeseen circumstances
We reserve the right to add extra costs due to unforeseen circumstances (e.g. waiting for keys or gaining entry, incorrect addresses, removal of windows.) These costs will be added on the day. So just ensure everything is in place and ready for us to complete the job smoothly.
Arrival Times
We will do our best to arrive within the time quoted but arrival times are estimated. However, we would definitely inform you of our status. Delays to pick-up/delivery times are sometimes unavoidable (due to traffic accidents, weather etc). We will not accept any responsibility for any lateness or delays with regards to your payment as we will inform you of these unforeseen circumstances.
Dirty or dangerous working conditions
Animal and human faeces on furniture and in homes, or signs of drug usage will not be tolerated. It is a health hazard and we are not equipped to deal with this situation. Mess, dirt and grime will be tolerated to a certain extent. If we are being dirtied by lifting or moving items then it is not clean enough to go in any of our vehicles and is not safe to be moved by our staff. We reserve the right to terminate any work of this nature. Any deposit will be lost and we will look to be reimbursed for any monies or resources lost
Insurance
Each van load is covered for loss or damage up to £10,000 of the customer's belongings during transit. WJ Services Removals are not liable for the first £100.00 per claim. It is the responsibility of the customer to ensure extra insurance is arranged if required. If any damages occur, we must be informed within 3 working days for the complaint to be dealt with efficiently. You will then be asked to confirm details of any damage in writing for us to pursue the issue further. If you fail to inform us within 3 working days of the damage, we probably won’t be able to pursue the claim so it is imperative that you contact us imminently.
