1.1 Please read these Terms carefully before you place your booking with Trust Removals. These Terms include, but are not limited to, explaining who we are, our services and the services provided by our Partners.

1.2 Each clause of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses remain in full effect.

2.1 Use of and access to our website is allowed on a temporary basis only. We will not be liable if for any reason the site is unavailable for any period of time. We also reserve the right to amend or withdraw the service we provide on our entire site, or any part of it, without prior notice.

2.2 Customers must be at least 18 years of age to use Trust Removals and must provide up-to-date, valid and complete contact information with a valid email address.

2.3 Please be aware that you are responsible for making all arrangements required for you to access the website and you are also responsible for ensuring that all persons accessing the website via your internet connection are aware of and comply with these terms and conditions.

2.4 You may use the website only for lawful purposes and not in any way that is fraudulent, unlawful or that breaches any relevant law or regulation, whether local, national or international.

2.5 You must not knowingly transmit any data or material that contains viruses or any other harmful programs designed to adversely affect the operation of any computer software or hardware.

2.6 You must not duplicate, copy or resell any part of our website in direct contravention of these Terms and Conditions.

2.7 We retain the right to determine whether there has been a breach of our Terms and Conditions through your use of our website and when a breach has occurred we may take any action we deem to be appropriate.

2.8 We may revise these Terms and Conditions at any time by amending this page. Please, therefore, check this page from time-to-time to take notice of any changes as they are binding upon you when they are made. Some of the provisions contained in these Terms and Conditions may also be superseded by notices or provisions published elsewhere on our site.

2.9 If you have any concerns about material that appears on our website, please contact us at office@trust-removals.co.uk.

4.1 We are the owner or the licensee of all intellectual property rights in our website and in the material published on it. Copyright laws are in force and all such rights are reserved.

4.2 You must not use any part of any material on our website for commercial purposes without obtaining a license to do so from us.

4.3 You may print off one copy and may download extracts of any pages from our site for your personal reference but you must not modify the paper or digital copies you have printed off or downloaded in any way.

4.4 You shall not acquire or use the words “Trust Removals” or any variant that includes the words “Trust Removals” as a trademark or any related intellectual property.

5.1 The jurisdiction of the English courts shall apply in exclusivity over any claim arising from, or related to, a visit to our website. We also retain the right to bring proceedings against you for breach of these Terms and Conditions in your country of residence or any other relevant country.

5.2 These Terms and Conditions and any dispute or claim arising out of, or in connection with them, shall be governed by and construed with the law of England and Wales

8.1 For each transaction you can, if you wish, rate your service by leaving Feedback on our social media platforms and are permitted to leave one review per booking.

8.2 You are not permitted to threaten your service with negative feedback in order to obtain goods or services not included in the initial quote for the job.

8.3 In the event of negative feedback being left for a service, Trust Removals reserve the right to investigate the circumstances surrounding such feedback, and modify or not publish the feedback if it is deemed to be unfounded negative feedback. This will be done without your prior consent.

9.1 Our site is a free site for customers. A deposit is paid when a service is booked by the customer by credit or debit card. The balance is then paid to the driver in cash at the conclusion of the job. Alternatively, the entire cost of the job can be paid at the outset with nothing being left due to the driver on completion of the job.

9.2 When booking with us you are booking for one trip only. If you wish the driver to make more than one trip for you, you are able to either add this into the booking using the 'add stop' option, so that this is factored into the quote you receive. Alternatively, you are able to ask the driver to do this on the day, however, he will charge you his via stop fee for any additional trip, plus a mileage charge for the additional mileage.

9.3 Customers are responsible for payment of additional monies if a booking exceeds the time booked for. The driver's half hourly rate for additional time will be specified on the email confirmation when you receive the booking confirmation. The driver will make you aware when your booking is about to exceed the time booked for and at that point, if you confirm that you wish the driver to continue and complete the booking, any additional monies for extra time should be paid in cash or by card to the driver at the completion of the job. .

9.4 Customers are responsible for payment of additional monies if they omit a relevant stair charge from their booking and subsequently require the driver to carry goods up/down stairs.

9.5 Customers are responsible for payment of the booking, together with any additional overtime payment, at the conclusion of the booking. Should the drivers be required to wait for that payment, their half hourly rate for the booking will apply for all additional time they are required to wait.

9.6 We are responsible for the collection of monies owed at the conclusion of a job and also payment of all VAT associated with the provision of services to the customer.

12.1 Van Sizes

It is entirely the customer’s responsibility to choose the correct size vehicle. Our Customer Services Team can give you all the relevant measurements to help you make the right choice or you can view our Size Guide.

12.2 Parking

Suitable parking arrangements for the driver will be made by you, the customer, at your own expense. These include, but are not limited to, suspended bays, parking permits, width restrictions and parking distances from your premises. You will fully indemnify the driver if fines or penalties are incurred as a result of your failure to make said arrangements.

12.3 Packing

It is the customer’s responsibility to pack everything properly (unless packing services are requested). Trust Removals does not accept responsibility for damage or breakage caused by poor packing.

12.4 Fridge freezers

It is the customer's responsibility to ensure that all fridge freezers are fully defrosted (Trust Removals and its team are not liable for their contents) and all other appliances must be completely dry with no residual fluid;

It is the customer's responsibility to ensure that all fridge freezers are fully emptied (so as to lessen the weight) and free from any kitchen casing/unit fitting.

After a fridge or freezer is delivered and put in place, we suggest that it is left for 24 hours to settle before it is powered back on.

12.5 Washing Machines/Dishwasher

It is the customer's responsibility to un-plumb washing machines/dishwashers prior to our arrival. Although our team may be prepared to uninstall a washing machine or dishwasher, or reinstall a washing machine or dishwasher at your specific request, they take no responsibility for this. This is done as a goodwill gesture only and is not a service we offer.

It is the customer's responsibility to ensure that that all washing machines/dishwashers are free from any kitchen casing/unit fitting.

12.6 Dismantling of Furniture etc

It is the customer’s responsibility to dismantle items before our arrival. This is to include any unit, system, furniture or beds, unless this service has been requested. Our drivers all carry basic tools but any specialist tools required for the disassembly/reassembly of furniture should be provided by the customer.

12.7 Access to the new Property

It is the customer’s responsibility to make sure that all items are able to be moved into the new property (for example, wardrobe, bed, sofa etc). We are not insured for removing any windows or making new entrances to the property.

12.8 Customer Delays

If any delay is caused by the customer (e.g. everything is not packed, waiting for keys, incorrect address, etc) we the right to add an extra cost to the final bill.

12.9 Changes to the Collection Time

If the customer wants to change the pick-up time to a confirmed booking we cannot guarantee availability so please contact us as soon as posible.

12.10 Completion of Booking

It is the customer's responsibility to check and ensure that the interior of the van is empty of all goods before the van leaves the final address listed on the booking and the booking is then concluded.

We are not responsible for items left in the van and you agree that you are liable for any costs incurred by our team in returning your items after a booking has been completed.

12.11 Customer Conduct

No abuse will be tolerated to our drivers or staff.

If the driver is forced to terminate a job because of abuse from a customer, the customer will still be charged in full.

We retain the right to cancel a booking in the event that the customer is abusive to our staff.

No complaint will be handled by Trust Removals if the customer is abusive to our staff and in this event the customer will be required to liaise with the team directly.

12.12 Recycling Centre

If you require the driver to attend your local recycling centre, it is your responsibility to check with the centre you intend to use that a waste disposal licence is not required. In general, we will not carry these. Also, please check if there will be an additional fee for the van entering and using the centre's facilities, as you will be responsible for this charge.

Please note: If you require the driver to dispose of garden waste at a recycling centre, the waste will need to be bagged up so it is able to be disposed of without dirtying the interior of the van.

12.13 Travelling in the Van

Customers are able to travel in the van with the driver. Spare seats are based on your van size selection and the number of helpers you have requested. The number of seats available will be confirmed prior to booking. You are not charged extra to travel in the van and this service is offered as a courtesy by the driver. If you accompany the driver, you acknowledge and agree that this does not constitute a private hire or taxi service and you travel entirely at your own risk.

To ensure certain standards we are vetted before they are on-boarded onto our platform, however, we do not accept liability for a driver's appearance; smoking; driving ability; manner of driving nor the use of inappropriate language.

In addition, if we feel that a customer has been in any way rude or abusive to him, he is not compelled to carry that passenger in his van. In no way does travelling in the van constitute a private hire and the cab of the van does not constitute a public area. Therefore please be aware that no smoking rules do not apply.

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 complete the booking by moving your goods.

Please note: The driver will not provide child car safety seats for any children who wish to travel in the van with an accompanying adult. If a customer needs a child car safety seat for a child travelling during the booking, the customer will need to provide this.

12.14 Stairs

Please note that we have a stair charge if you require us to carry your goods up or down any flights of stairs during your booking. For this reason, when you book with us you are asked to select if there are stairs at either collection or delivery address, and if so, how many flights. You are provided with a dropdown box to select how may flights there are at each address and a flight is classed as anything more than 8 consecutive steps.

Please be aware that if there is a lift that can be used to transport your goods, the driver's stair charge does not apply.

15.1 Your privacy is very important to us and you will only distribute your personal details us. Any details we hold for you are held on an encrypted server and will be deleted after 6 months.

15.2 By using our website you warrant that all information provided by you is up-to-date and accurate.

15.3 We will only use your personal information in the following ways:

• when arranging the service to physically carry out your move and to provide the services expressly stated as the obligations of Trust Removals in these terms;
• to process your payment for the services;
• as you agreed upon booking with us, to give you information about similar services that we provide;
• we will only give your personal information to [other] third parties where the law either requires or allows us to do.

18.1 We reserve the right to impose immediate temporary or permanent withdrawal of your right to use our website.

18.2 We reserve the right, upon non-payment to a driver, to register your details with various blacklists and credit reference agencies.

18.3 We have the right to hold your goods (lien) until all money owed under the contract you have with them, including applicable interest, has been paid. This includes costs incurred for storage and legal costs.

18.4 If full payment of any monies owed by you to the driver is not received within 28 days, we shall be entitled to sell the goods or deal with them as we think reasonable and apply any proceeds towards our costs incurred and the outstanding money owed.

18.5 We also reserve the right to disclose any information to law enforcement authorities as we deem appropriate.

18.6 We do not accept Paypal/bank chargebacks and in the event of such, will pursue legal enforcement to reclaim our fee.

18.7 We do not store credit/debit card details as standard, however, we reserve the right to recharge a debit/credit card in the event of non-payment.

21.1 There is a 2 hour minimum charge on all bookings. After the first 2 hours, we charge every half hour thereafter at the respective half hourly rate.

21.2 No time will be refunded under any circumstances for any hours booked irrespective of how many hours have been used. When booking us, you block out our calendar for the period of time you book for and we are unable to take on any further bookings for that time period. We will therefore expect to receive full payment for that booked time.

21.3 There is no refund for via stops not used. When booking us, you block out our calendar for the period of time you book for and we are unable to take on any further bookings for that time period. We will therefore expect to receive full payment for that booked time.

21.4 If you need to change the date & time of your booking and we are unavailable for the updated time, Trust Removals will always try to reschedule your booking for the same price.

21.5 In the rare event Trust Removals cannot reschedule your booking, we will provide you with an appropriate date and time.

21.6 Failure to re-book will mean your deposit amount is non refundable. This will be used towards a cancellation fee as we are unable to receive bookings for the time we was reserved by you, and administration time spent trying to recover the booking.

21.7 Any remaining balances that have been paid when booking will be refunded without delay.

22.1 From 22.06.2020 the Congestion Charge will increase to £15.00 and operate between 07:00 and 22:00 seven days a week. The Congestion Charge is added to the quote you receive if your move either begins or ends inside the Congestion Zone.

22.2 If your booking starts or finishes in the Congestion Zone and the our vehicle registration is older than 2005, the Central London Ultra Low Emission Zone (ULEZ) will also apply. The ULEZ Zone is in operation 24 hours a day, seven days a week, all year round. We are responsible for payment of the £12.50 ULEZ charge.

26.1 We do not accept responsibility for damaged or lost property once the job is complete and payment is made.

26.2 In the unlikely event of any damage to your items, we have strict conditions placed on us by our insurance company. All damage or loss must be reported within 24 hours of the completion of your booking. In the event that damage is reported to us, corroborating pictures of the damage should be supplied within 72 hours of the booking taking place, failing which a damage complaint cannot be processed.

26.3 In the event that a customer is expressly advised that a specialist mover/service should be booked for their move, no liability will be accepted for damage to goods/property should the customer decide to proceed with the booking in any event.

26.4 In the event that a customer is expressly advised that items should be dismantled prior to the move, no liability will be accepted for damage to goods/property should the customer decide to proceed with the booking without following said advice.

26.5 If reporting damage to goods which have been placed in storage and which only becomes evident on the goods being removed from storage, proof must be submitted that no third party has had access to the storage unit in the intervening period. This can be obtained on request from the storage unit Manager.

26.6 If reporting missing goods which have been placed in storage and which only becomes evident on the goods being removed from storage, proof must be submitted that no third party has had access to the storage unit in the intervening period. This can be obtained on request from the storage unit Manager.

26.7 It is essential that you have original dated photos of the item(s) concerned. Please note that any damage claims made after the 24 hour period expires will not be considered.

26.8 Any estimates in relation to replacement/repair of damaged goods or property must be provided within 28 days of the move date. Estimates provided beyond this time cannot be considered.

26.9 We will not be held liable for damage if it is determined that your goods were already damaged, or had an inherent defect.

26.10 In the event that the driver is assisted in a booking by a customer or other third party provided by the customer, the driver shall not be held solely liable for damage caused to goods or property. If a booking is booked as 'no help required', we cannot assist with any claim for damage.

26.11 Please note that without photographic evidence that goods were undamaged prior to your move, we are unable to compensate for scratched furniture, walls or flooring. (This is due to the difficulty in assigning liability for such damage in the absence of definitive proof).

26.12 We are unable to process a damage complaint for any communal area in a property. This is due to the communal nature of usage and the difficulty in assigning responsibility for damage.

26.13 No complaint will be considered if the booking has not been paid in full.

26.14 No complaint will be considered if raised more than 28 days from the date of the booking.

26.15 If multiple bookings have been made by a customer and any of those bookings remains unpaid in full, no complaint can be considered on any subsequent booking until that debt has been discharged.

26.16 Any complaint under investigation will be considered void if the customer fails to respond to correspondence from us for a period in excess of 28 days.

26.17 Any refund offer expires if not accepted within 28 days of the date that it was first offered.

26.18 Your driver may ask you to sign a disclaimer if he feels your items are either not protected adequately or could be damaged in the move for other reasons which are beyond his control. Please remember any claim for damage carries a £250 excess and our maximum claim per item is £500. The maximum claim per booking is capped at £1,000. Extra insurance for high-value goods can be arranged by calling our Customer Service on 0203 823 6662.

26.19 By using the platform you agree that our liability to you is capped at £1,000 per booking. If you accept any cash compensation paid by us in relation to a booking, your acceptance will be in full and final settlement of any and all claims you may have for that booking against Trust Removals.

26.20 Damage to Marble Goods

Marble goods, for example, tables or counter tops, will need to be protected by you prior to the booking in case you did not require a specific packing service. Although our drivers carry blankets, straps and a trolley as standard to move and protect your goods, marble is particularly fragile by nature and is liable to cracking and breaking due to sheer weight when moving. Over time, the integrity of marble is compromised and it will be vulnerable to damage, even with the most careful moving techniques.

26.21 Ikea/Argos Like products

Please note that Trust Removals will not take any responsibility for any damage or breakages involving any Ikea or Argos products of any type. This is due to the poor standard of construction and the one-off build design of their products. Flat pack furniture of any kind should not be disassembled as this can weaken the item and cause damage during transport. (If you are unsure if the type of product is covered please email customer services office@trust-removals.co.uk)

26.22 Damage to Televisions/PCs/Monitors

Please note that Trust Removals will not take any responsibility for any internal damage to a television/PC or Monitor without clear evidence of external damage to the television/PC or Monitor. This will include but is not exclusive to:

• backlight 'bleeding';
• colour banding or bleeding;
• clouding of the screen; or
• pixel damage.

Due to the sensitive nature of televisions/computer equipment, without clear evidence of external damage, it is impossible to prove who caused any internal damage.

26.23 Damage to Pianos (resultant damage to property)

Please note that Trust Removals will not take any responsibility for damage caused to a piano during a removal, if a special requirement wasn’t made prior to the move. This includes any damage caused by the removal of a piano to a property. Pianos should be moved by a specialist piano mover due to the bulk, weight and awkwardness of the item. Although a driver will be prepared to move a piano on a customer's express instruction, but there will be additional charges applied. It is also a requirement that the driver is given prior notice, either via notes in the quote request process, or verbally prior to the move, that the move will involve moving a piano.