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 Move Mate.

Quotes and prices

A price becomes binding when we confirm it to you in writing, not before. Any figure produced by the quote tool on this website is indicative, based on the information entered and an estimated road distance, and we confirm the final price before anything is booked.

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

Man and van work is charged by the hour, with a minimum number of hours. We will tell you the rate and the minimum before you book.

Prices shown to consumers include VAT. Prices quoted to business customers may be shown excluding VAT, and we will make clear which applies.

Charges that depend on the job, such as parking suspensions, congestion or clean-air zone fees, tolls and waiting time beyond an agreed allowance, are additional where they arise. We will tell you if we expect any of them to apply.

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.

If you cancel, we may charge for costs already incurred, for example a 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 carry goods in transit cover, and your goods are covered by it while they are with us, subject to the terms and limits of that policy. 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 seven days of delivery, so we can look into it while the facts are fresh.

Payment

Unless you have an account with us, payment is due on completion.

Business customers with an agreed account pay to the terms set out in that agreement.

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.