Terms and conditions

Who you are contracting with

Services are provided by MOVEMATE LOGISTICS LTD, registered in England and Wales under number 15810051, registered office 331 Wauluds Bank Drive, Luton, England, LU3 3NF, trading as MoveMate.

Quotes and prices

This website takes enquiries; it does not book jobs. Every job is confirmed with you by phone, and a price becomes binding when we confirm it to you, not before.

Prices produced by the quote form on this website are for pre-booked work, based on the information entered and the road distance. Each vehicle has a base price, which is also the minimum charge, and a rate per mile; the price is whichever of the two is higher. Same-day and urgent jobs add a fixed charge, and nights, weekends and bank holidays may carry a surcharge. We confirm the final price on the call.

House and office removals are quoted as a fixed price following a free survey. That price holds unless what is actually moving differs materially from what we surveyed. Packing and packing materials are an extra.

Man and van work is quoted as a fixed price once we have reviewed the job. There is no hourly rate.

Prices produced by the quote form on this website are shown before VAT and as a total including VAT at 20%; the total including VAT is the price a consumer pays. Other prices we quote to consumers include VAT. Prices quoted to business customers may be shown excluding VAT, and we will make clear which applies.

Congestion charges, tolls, ULEZ and clean-air zone charges, and parking or parking suspensions are added where the job needs them. We will tell you when we expect any of them to apply.

Waiting time: 30 minutes is included at each collection and delivery point. After that, waiting is charged at £30 an hour plus VAT (£36 including VAT), in units of at least 30 minutes.

Booking, changes and cancellation

A booking is confirmed when we tell you it is confirmed and you have agreed the price.

Tell us as soon as you can if your date or details change. Where we can move you to another slot we will. Changes at short notice may not be possible if the vehicle is already committed.

Courier and delivery jobs: cancelling 3 hours or more before the collection time is free. Cancelling with less than 3 hours' notice is charged at 50% of the price, and cancelling when the driver is at the collection point at 75%.

Removals: a 50% deposit confirms the booking. If you cancel a removal, we may charge for costs already incurred, for example a crew and vehicle held for your date that we can no longer fill. We will always tell you what that is before charging it.

If we have to cancel, which is rare and usually means a breakdown or something outside our control, we will tell you immediately, help you find an alternative where we can, and refund anything you have paid for work not done.

Access, parking and what you need to arrange

You are responsible for access at both ends: somewhere legal for the vehicle to stop, permission to enter the building, and any permit or parking suspension the local authority requires.

Tell us before we quote about stairs, lifts, narrow access, restricted loading hours, or a site that needs booking in. These change how long a job takes and which vehicle we send.

Where lack of access or a permit stops us working, waiting time may be chargeable and we may not be able to complete the job that day.

What we will not carry

We do not carry cash, jewellery, or items of unusual value unless agreed with us in writing beforehand. We do not carry illegal items, live animals, or anything classified as hazardous unless we have separately agreed it and hold the right authorisation.

We are not currently registered to carry waste, so we cannot remove rubbish or take items to a tip.

Perishable goods and plants travel at your risk.

Our liability

We hold hire and reward insurance, goods in transit cover and public liability insurance. Your goods are covered by our goods in transit policy while they are with us, subject to its terms and limits. Ask us and we will tell you what those are for your job.

We are responsible for loss or damage caused by our negligence. We are not responsible for damage to items that were already damaged or inadequately packed by you, for damage inside boxes you packed yourself where the box itself is undamaged, for electrical or mechanical failure with no external sign of impact, or for loss caused by something outside our reasonable control.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

Tell us about any loss or damage as soon as you notice it, and in any case within 24 hours of delivery, so we can look into it while the facts are fresh. This does not affect your statutory rights.

Payment

Courier and delivery jobs are paid in full in advance, unless you have an account with us.

Removals: a 50% deposit when you book, and the balance on completion.

You can pay by card, bank transfer or cash.

Business customers with an account pay on credit, to the terms set out in their account agreement: at least one week, and longer for regular work.

We may charge interest on overdue amounts at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 where that Act applies.

If something goes wrong

Contact us first at info@movematelogistics.co.uk or by phone. Most things are quickest to sort out directly, and we would rather hear about a problem than read about it.

If you are a consumer, you have rights under the Consumer Rights Act 2015 that these terms do not affect.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.