Terms & Conditions

In these Terms and Conditions the following definitions apply:

• “Company”, “we”, “us”, “our” refers to Move-on Up, a sole trader business operated by Dougal Steward, based in Notting Hill, West London.
• “Customer”, “you”, “your” refers to the individual or business that books and receives services from the Company.
• “Services” refers to any removal, man-and-van, packing, art transport, handyman or associated service provided by Move-on Up.
• “Booking” refers to a confirmed reservation of the Company’s services on an agreed date.
• “Quote” refers to the written or verbal price estimate provided by the Company prior to a booking.
• “Goods” refers to all items, furniture, equipment and personal possessions that are the subject of the services.

These Terms and Conditions form a legally binding agreement between you and Move-on Up from the moment a booking is confirmed. By proceeding with a booking, you accept these terms in full.

Move-on Up provides the following services across Notting Hill, Kensington, Holland Park and West London:

• House and flat removals — packing, loading, transport and unloading of residential goods
• Man-and-van hire — single-driver, single-vehicle service for small moves, single items and same-day deliveries
• Office removals and relocations — commercial moving including IT equipment and furniture
• Professional packing services — whole-property or partial packing using eco-friendly materials
• Art transport — specialist handling and transit of paintings, sculptures, prints and antiques
• Handyman services — furniture assembly, TV mounting, shelf and curtain rail fitting, flat-pack builds and minor repairs

All services are subject to availability. The Company reserves the right to decline any booking at its discretion. Services not explicitly listed above are not included unless agreed in writing prior to the booking.

A booking is made when the Customer contacts Move-on Up by phone, email or via the website contact form and agrees a date, service type and price with the Company.

A booking is confirmed only when the Company has explicitly confirmed it in writing (email or message) or verbally by phone. Submission of an enquiry form does not constitute a confirmed booking.

The Customer is responsible for ensuring all details provided at the time of booking are accurate, including property addresses, access requirements, floor levels, lift availability and the nature and volume of goods to be moved. Inaccurate information may result in additional charges or rescheduling.

Any changes to the booking details after confirmation must be communicated to the Company as soon as possible and are subject to availability and potential price adjustment.

All quotes provided by Move-on Up are fixed unless a material change in the scope of work is requested by the Customer after the quote has been issued. The price quoted is the price charged — no hidden extras will be added unless the Customer has been informed and has agreed in advance.

Quotes are based on the information provided by the Customer at the time of enquiry. If the actual volume of goods, access difficulty or time required is materially different from what was described, the Company reserves the right to revise the price before commencing work.

Invoices not settled within 14 days of the due date may be subject to a late payment charge of 5% of the outstanding balance per 14-day period. The Company reserves the right to pursue unpaid invoices through the appropriate legal channels under the Late Payment of Commercial Debts (Interest) Act 1998.

All prices quoted include VAT where applicable. The Company will clearly state whether VAT is included or excluded in any written quote.

The Customer may cancel or reschedule a confirmed booking subject to the following notice periods and conditions:

The Company reserves the right to cancel a booking in the event of circumstances beyond its control, including but not limited to vehicle breakdown, crew illness, extreme weather or road closure. In such cases the Company will provide as much notice as possible and will offer a full refund or alternative date at no extra charge.

Where a Customer’s property chain collapses or completion is delayed, the Company will make reasonable efforts to accommodate a date change without penalty, subject to availability.

The Customer agrees to fulfil the following responsibilities to enable the Company to carry out the services safely and efficiently:

• Ensure all goods to be moved are ready, accessible and — where the Customer is responsible for packing — securely packed prior to the crew’s arrival.
• Disclose any items of exceptional value, fragility or weight prior to booking so the Company can advise on appropriate handling.
• Ensure clear, safe access to all areas at both collection and delivery addresses, including staircases, hallways, lifts and doorways.
• Arrange or pay for any required parking suspensions or permits at both addresses in advance of the move date.
• Ensure all gas, water and electrical appliances are disconnected, emptied and safe to move prior to the crew’s arrival.
• Be present or have an authorised representative present at both the collection and delivery addresses for the duration of the job.
• Ensure children and pets are kept safely away from the working area during the move.
• Inform the Company of any building restrictions, narrow access, low bridges, weight limits or other conditions that may affect the vehicle or crew.
• Check all rooms, cupboards, lofts and outbuildings before the crew departs to confirm no items have been left behind.

Failure to meet these responsibilities may result in delays, additional charges, or the Company being unable to complete the job. Additional time required due to Customer unpreparedness will be charged at the applicable hourly rate.

The Company will not transport the following items under any circumstances:

• Firearms, ammunition and weapons of any kind
• Illegal substances or controlled drugs
• Flammable, explosive or hazardous materials including petrol, gas canisters and chemicals
• Live animals or plants
• Perishable food items
• Cash, credit cards, documents, deeds or financial certificates
• Jewellery, watches or other high-value personal items (these should be transported by the Customer personally)
• Any item the Company reasonably considers to be unsafe to move

Move-on Up carries the following insurance cover on all jobs:

• Goods-in-transit insurance — covers loss or damage to the Customer’s goods while in the care, custody and control of the Company during transit.
• Public liability insurance — covers accidental damage to third-party property caused by the Company’s crew during the course of a job.

The Company’s liability for any single claim is limited to the replacement or repair value of the damaged or lost item, up to the limit specified in the Company’s policy. The Company is not liable for any consequential loss, loss of earnings, loss of use or indirect loss arising from damage to or loss of goods.

Liability is reduced or excluded in the following circumstances:

• Damage to items packed by the Customer rather than the Company
• Damage to items of inherent weakness, pre-existing damage or fragile nature not disclosed to the Company
• Damage arising from the Customer’s failure to prepare items properly for transit
• Loss or damage occurring after the crew has left the delivery address and the Customer has signed off the job
• Items not listed in any inventory prepared at the time of the move
• Scratches, dents or marks to items already showing signs of wear and tear

The Customer is advised to arrange their own contents insurance to cover any gap between the Company’s liability limit and the full declared value of their goods.

In the event that the Customer believes goods have been damaged or lost during a job, the following procedure applies:

• Any visible damage or missing items must be noted at the time of delivery and reported to the crew before they leave the premises.
• Written notification of any claim must be submitted to the Company within 7 days of the completion of the job by email to dougal.steward@gmail.com.
• Claims submitted more than 7 days after the job will not be accepted unless there is clear evidence that the damage could not reasonably have been discovered within that period.
• The Customer must provide photographic evidence of the damage and, where possible, proof of the item’s original value (receipts, valuations or equivalent).
• The Company will acknowledge the claim within 5 working days and aim to resolve it within 28 days.
• Where the Company accepts liability, it will choose to repair, replace or compensate at its discretion.

The Company will make every reasonable effort to complete jobs within the agreed timeframe. However, the following may cause delays for which the Company accepts no liability:

• Traffic conditions, road closures or accidents beyond the Company’s control
• Delays caused by the Customer’s unpreparedness, late arrival or delayed property completion
• Access difficulties not disclosed at the time of booking
• Extreme weather conditions that make it unsafe to operate
• Mechanical failure of vehicles
• Industrial action, pandemics, civil unrest or any other event beyond the Company’s reasonable control (force majeure)

Where a delay is caused by circumstances within the Company’s control, the Company will communicate proactively and make reasonable efforts to minimise inconvenience to the Customer.

Additional time caused by delays attributable to the Customer will be charged at the applicable hourly rate.

It is the Customer’s responsibility to ensure that the Company’s vehicle can park legally and safely within a reasonable distance of both the collection and delivery addresses.

• Where a parking suspension (bay suspension) is required, the Customer must arrange and pay for this with the relevant local council in advance. Notting Hill, Kensington and surrounding areas frequently require advance notice of 5 to 10 working days for suspensions.
• If the Company’s vehicle receives a parking penalty charge notice (PCN) as a direct result of the Customer failing to arrange a suspension or provide adequate parking, the Customer will be liable for the cost of that PCN.
• The Company will not park in a manner that is clearly illegal or that endangers public safety, even if instructed to do so by the Customer.
• Additional time or distance costs arising from inadequate parking provision will be charged to the Customer.

The Company’s local knowledge of Notting Hill, Kensington, Holland Park and West London means it can advise on typical parking requirements for a given area. Please raise any access concerns at the time of booking.

Move-on Up takes all complaints seriously. If you are dissatisfied with any aspect of our service, please follow the steps below:

• Step 1 — Contact us directly: Email dougal.steward@gmail.com or call 07939 850150 with details of your complaint. We aim to respond within 3 working days.
• Step 2 — Formal written complaint: If your initial complaint is not resolved to your satisfaction, submit a formal written complaint by email with full details. We will investigate and respond within 14 working days.
• Step 3 — Alternative dispute resolution: If a resolution cannot be reached, you may refer the matter to an alternative dispute resolution (ADR) body or seek independent legal advice.

We are committed to resolving all complaints fairly and efficiently. Our goal is a 97% customer satisfaction rate — if we fall short of that standard, we want to know about it.

Move-on Up collects and processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

• Personal data collected includes your name, address, phone number and email address — used solely to provide the booked services and communicate with you about your booking.
• Your data will not be sold, shared with third parties for marketing purposes or transferred outside the UK without your consent.
• Data is retained for a maximum of 6 years for accounting and legal compliance purposes, after which it is securely deleted.
• You have the right to access, correct or request deletion of your personal data at any time by contacting dougal.steward@gmail.com.
• Photographs taken during a job for damage-record purposes will not be published or shared without the Customer’s consent.

By making a booking, you consent to the Company processing your personal data as described above for the purposes of delivering the agreed services.

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

These terms do not affect your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable UK legislation.

Move-on Up reserves the right to update these Terms and Conditions at any time. The version published on the website at the time of booking will apply to that booking. Material changes will be communicated to Customers with active bookings.