Terms of service
PINPOINT REMOVALS
TERMS AND CONDITIONS
Last updated: 21 July 2026
These Terms and Conditions explain the basis on which Pinpoint Removals provides removal, packing, cleaning, storage, furniture delivery and related services, and sells packing and moving products through its website.
Please read these Terms carefully before making a booking or placing an online order.
PART A — GENERAL TERMS
1. About us
1.1 Pinpoint Removals is operated by PINPOINT REMOVALS LTD, a company registered in England and Wales.
1.2 Our registered office is:
1 Dennis Hall
13 Cameo Drive
Stourbridge
DY8 4AU
United Kingdom
1.3 Our correspondence and operating address is:
1 Dennis Hall
13 Cameo Drive
Stourbridge
DY8 4AU
United Kingdom
1.4 You can contact us using:
Telephone: 07989 687858
Email: info@pinpointremovals.co.uk
Website: www.pinpointremovals.co.uk
1.5 In these Terms, references to “Pinpoint Removals”, “we”, “us” and “our” mean PINPOINT REMOVLAS LTD
2. Scope of these Terms
2.1 These Terms apply to:
house and domestic removals;
office and commercial removals;
local and nationwide moves;
single-item and furniture moves;
furniture collection and delivery;
packing and wrapping services;
dismantling and reassembly services;
short-term and long-term storage;
move-out and end-of-tenancy cleaning;
the supply of moving boxes, packing materials and related products;
any other service identified in your quotation or booking confirmation.
2.2 Parts A and B apply primarily to removal and related service bookings.
2.3 Part C contains additional terms for storage services.
2.4 Part D contains additional terms for cleaning services.
2.5 Part E contains additional terms for online shop purchases.
2.6 Part F contains additional provisions applying to business customers.
2.7 Where there is a conflict between:
a. your written quotation or booking confirmation;
b. any service-specific written agreement; and
c. these Terms,
the documents will apply in that order, but only to the extent of the conflict.
2.8 Nothing in these Terms excludes or restricts any legal right that cannot lawfully be excluded or restricted.
3. Definitions
In these Terms:
Booking means an agreed booking for Services.
Booking Confirmation means our written confirmation that your Booking has been accepted.
Business Customer means a person or organisation purchasing Services wholly or mainly for business purposes.
Consumer means an individual purchasing goods or Services wholly or mainly for purposes outside that individual’s trade, business, craft or profession.
Contract means the legally binding agreement between you and us.
Goods means furniture, boxes, belongings, equipment or other property that we are asked to pack, handle, transport, deliver or store.
Inventory means the list, photographs, video, description or survey information showing the Goods included in the quotation.
Premises means any collection, delivery, storage or service address.
Products means boxes, tape, protective materials, moving kits and other goods sold through our online shop.
Quotation means our written price and description of the proposed Services.
Services means any removal, delivery, packing, storage, cleaning or related service supplied by us.
Working Day means Monday to Friday, excluding public holidays in England.
4. Information provided by you
4.1 You must ensure that all information you provide is accurate, complete and not misleading.
4.2 This includes information about:
collection and delivery addresses;
the quantity, size, weight and type of Goods;
fragile, valuable, unusual or specialist items;
access restrictions;
parking arrangements;
stairs, lifts and long carrying distances;
property layout;
dismantling or assembly requirements;
storage requirements;
cleaning requirements;
move dates and expected key-release times;
any health and safety risks;
any item that may require specialist equipment or additional staff.
4.3 Our quotation will normally be based on information supplied through:
a telephone conversation;
an online quotation form;
a written inventory;
photographs;
a video survey;
a physical survey;
information supplied by email or messaging service.
4.4 You must tell us promptly if any information changes before the Services are carried out.
4.5 We are not responsible for problems caused by inaccurate, incomplete or withheld information.
5. Quotations
5.1 Unless stated otherwise, a quotation is valid for 30 days from its issue date.
5.2 A quotation is not a confirmed Booking and does not reserve a date until we issue a Booking Confirmation.
5.3 Our quotations are normally fixed-price quotations for the agreed scope of work. We do not operate the quoted work on an open-ended hourly-rate basis.
5.4 A quotation will be based on:
the Inventory and other information supplied;
the agreed collection and delivery locations;
the stated access conditions;
the agreed date or date range;
the agreed Services;
any survey we have completed;
the assumptions stated in the quotation.
5.5 Unless expressly included, a quotation does not include:
parking charges or permits;
tolls, ferries or congestion charges;
storage charges;
specialist lifting equipment;
disconnection or reconnection of appliances;
disposal of unwanted Goods;
removal of fixtures attached to a property;
specialist handling of pianos, safes, machinery, artwork or similar items;
packing materials or packing labour;
cleaning;
work outside the agreed collection or delivery addresses;
additional journeys;
additional Goods not shown in the Inventory.
5.6 Prices include VAT where VAT is legally chargeable, unless the quotation clearly states otherwise.
5.7 We will not change the agreed fixed price merely because the work takes longer than we expected, provided the Services and circumstances remain as described when the quotation was accepted.
5.8 The price may be reviewed where:
you add Goods or Services;
the Inventory materially understates the work;
the access is materially different from that described;
the collection or delivery address changes;
an additional collection or delivery is requested;
specialist equipment or additional staff become necessary because of information not previously disclosed;
work cannot be completed safely as originally planned;
circumstances outside our control require additional journeys, accommodation, overnight storage or another day’s attendance.
5.9 Where reasonably possible, we will explain and agree any additional charge before carrying out additional work.
5.10 We will not charge an additional amount solely because ordinary property-completion or key-release arrangements run later than expected on moving day. Clause 5.8 may still apply where a delay causes substantial additional services or unavoidable third-party expenditure, such as overnight storage or a further day’s attendance.
6. Forming the Contract
6.1 You may accept a quotation by:
confirming acceptance by email;
accepting through our website or quotation system;
signing an acceptance document;
confirming acceptance through a messaging service;
otherwise clearly telling us that you accept the quotation.
6.2 Your acceptance is an offer to purchase the Services.
6.3 The Contract is formed when we send you a Booking Confirmation.
6.4 The Booking Confirmation will normally identify:
the customer;
the Services;
the collection and delivery addresses;
the Booking date or date range;
the agreed price;
any specific assumptions or exclusions;
the payment arrangements.
6.5 You should check the Booking Confirmation promptly and notify us immediately if anything is incorrect.
6.6 We may decline a Booking before issuing a Booking Confirmation.
7. Customers acting for another person
7.1 You confirm that you are either:
the owner of the Goods; or
authorised by the owner to enter into the Contract.
7.2 You are responsible for ensuring that the owner of the Goods is aware of these Terms.
7.3 Where you arrange Services for another person, you remain responsible for payment unless we agree otherwise in writing.
PART B — REMOVAL, PACKING AND DELIVERY SERVICES
8. Booking dates and arrival times
8.1 We will use reasonable care to attend on the agreed date.
8.2 Unless expressly guaranteed in writing, arrival and completion times are estimates rather than strict deadlines.
8.3 Timing can be affected by:
traffic;
road closures;
weather;
vehicle problems;
delays at earlier jobs;
property-chain delays;
delayed key release;
access problems;
emergencies;
events outside our reasonable control.
8.4 You must not arrange another commitment that depends on an exact completion time unless we have expressly guaranteed that time in writing.
8.5 We will keep you reasonably informed of any material delay.
9. Access and parking
9.1 You must provide safe and reasonable access to every Premises.
9.2 You must tell us before Booking about:
narrow roads or entrances;
low bridges or height restrictions;
weight restrictions;
controlled parking zones;
loading restrictions;
stairs;
unsuitable or unavailable lifts;
long carrying distances;
restricted doorways;
difficult driveways;
building-management rules;
required access codes or keys.
9.3 Unless included in the quotation, you are responsible for arranging and paying for suitable parking permits or suspensions.
9.4 You are responsible for parking charges, tolls, ferry charges, congestion charges and similar journey costs where these were not included in the quotation.
9.5 We will not park illegally or in a location our driver considers unsafe.
9.6 If suitable access or parking is unavailable, we may:
use the nearest safe loading point;
adjust the working method;
require an additional vehicle or equipment;
postpone the work if it cannot be completed safely;
agree a reasonable additional charge for materially increased work.
10. Your responsibilities before the move
10.1 Before we arrive, you must:
ensure all Goods are ready for the agreed service;
empty and defrost refrigerators and freezers;
secure appliance drums and moving parts;
disconnect appliances unless we have agreed to do so;
remove fuel from petrol-powered equipment;
secure lids, drawers and doors where appropriate;
remove jewellery, cash and important documents;
arrange care for children and pets;
protect or remove any vulnerable fixtures not being moved;
ensure lofts, sheds, garages and outside areas are included in the Inventory;
ensure Goods are legally permitted to be moved;
obtain any necessary landlord, building-manager or property-owner consent.
10.2 Unless packing is included, you are responsible for ensuring Goods are adequately packed and protected.
10.3 You must be present, or appoint a responsible authorised adult to be present, at collection and delivery.
10.4 The authorised person must be able to:
give instructions;
confirm what is to be moved;
approve reasonable decisions;
inspect the Premises;
confirm completion.
10.5 You must check all rooms, cupboards, lofts, garages, sheds, vehicles and outside areas before we leave the collection address.
10.6 You are responsible for ensuring that nothing is left behind unintentionally.
11. Goods we will not normally carry or store
11.1 Unless we expressly agree in writing, you must not ask us to carry, pack or store:
cash, coins or negotiable instruments;
jewellery, precious stones or precious metals;
deeds, passports, certificates or important legal documents;
firearms, ammunition or weapons;
explosives, fireworks or compressed gases;
flammable, corrosive, toxic or hazardous substances;
illegal goods;
controlled drugs;
paint, fuel or chemicals likely to leak;
gas bottles;
live animals;
perishable food;
plants requiring specialist conditions;
biological or clinical material;
waste requiring a specialist licence;
any item prohibited by law.
11.2 You must disclose any lithium batteries, mobility devices, fuel-powered equipment or potentially hazardous items before the Booking.
11.3 If prohibited or undisclosed hazardous items are found, we may refuse to handle them and may remove them from our vehicle where it is safe and lawful to do so.
11.4 You are responsible for reasonable loss, damage, delay, clean-up costs or penalties caused by prohibited or hazardous items that you failed to disclose, except to the extent caused by our negligence.
12. High-value and unusual Goods
12.1 You must tell us in writing before accepting the quotation about any individual item worth more than £[HIGH-VALUE DECLARATION AMOUNT].
12.2 You must also disclose:
antiques;
fine art;
designer furniture;
pianos;
safes;
stone, marble, glass or ceramic furniture;
unusually heavy items;
unusually fragile items;
items requiring specialist lifting;
items of significant personal or sentimental importance.
12.3 We may require:
photographs;
proof of value;
specialist packing;
a revised quotation;
an insurance referral;
specialist equipment or contractors;
written acknowledgement of an existing defect or particular risk.
12.4 We may decline to move an item where suitable handling or insurance cannot reasonably be arranged.
13. Condition of Goods and Premises
13.1 We may photograph or record the condition of Goods, access routes and Premises before, during or after the Services.
13.2 Such records may be used for:
planning;
staff instructions;
proof of condition;
quality control;
insurance;
resolving complaints or claims.
13.3 We will process personal information and recordings in accordance with our Privacy Policy.
13.4 You should point out existing damage, weakness or defects before handling begins.
13.5 We may record existing:
scratches;
chips;
stains;
loose joints;
damaged packaging;
structural weakness;
water damage;
previous repairs.
14. Packing services
14.1 Where we provide packing, we will use reasonable care and suitable materials for the agreed Goods.
14.2 Packing services may include full packing, partial packing, fragile-item packing or protective wrapping, as stated in the quotation.
14.3 Unless agreed otherwise, packing does not include:
sorting or decluttering;
disposal of unwanted Goods;
packing prohibited items;
removal of fixtures;
specialist conservation packing;
unpacking at the destination.
14.4 You must tell us about unusually fragile or valuable Goods before packing begins.
14.5 You must not add items to sealed boxes after our team has packed them without clearly telling us.
14.6 Where you pack your own Goods, we are not responsible for loss or damage caused by:
inadequate packing;
unsuitable containers;
overloaded boxes;
unsealed boxes;
items moving inside boxes;
fragile items packed without appropriate protection,
unless the loss or damage was independently caused by our failure to use reasonable care.
15. Dismantling and reassembly
15.1 We will only dismantle or reassemble Goods where this is included in the quotation or agreed in writing.
15.2 You must provide any manufacturer instructions, specialist keys, tools or fittings required.
15.3 Reassembly means reasonable reconstruction of the item. It does not include:
repairing existing defects;
replacing missing fittings;
modifying an item;
attaching items permanently to a wall or floor;
electrical, gas or plumbing work;
guaranteeing that previously weakened furniture will withstand dismantling.
15.4 Flat-pack, chipboard and self-assembly furniture may weaken when dismantled or moved.
15.5 We may refuse to dismantle or reassemble an item where we reasonably believe it may be damaged or create a safety risk.
15.6 We will explain any concern and, where practical, allow you to decide whether the item should be transported assembled, left behind or handled under a separately agreed arrangement.
16. Appliances and connections
16.1 Unless expressly agreed, we do not disconnect or reconnect:
gas appliances;
fixed electrical appliances;
water-connected appliances;
telecommunications equipment;
specialist machinery.
16.2 Gas, plumbing and fixed electrical work must be carried out by an appropriately qualified person.
16.3 Where we agree to connect a standard appliance, you remain responsible for checking that:
the connection is safe;
there are no leaks;
the appliance operates correctly;
the installation complies with manufacturer instructions.
16.4 We do not guarantee the internal operation of electrical or mechanical Goods after transport where there is no evidence of external physical damage caused by us.
17. Loading, transport and delivery
17.1 We will decide the safest reasonable method of loading, protecting and securing Goods.
17.2 You must not instruct our staff to:
overload a vehicle;
carry an unsafe item;
use an unsafe access route;
work contrary to legal requirements;
work contrary to reasonable health and safety instructions.
17.3 We may refuse an instruction that we reasonably consider unsafe, unlawful or likely to cause damage.
17.4 Unless specifically agreed, we are not responsible for selecting where individual boxes should be placed beyond reasonable room-level instructions.
17.5 You must ensure someone is available to accept delivery.
17.6 At delivery, you should:
direct where Goods are to be placed;
check that all Goods have arrived;
identify any immediately visible damage;
inspect the vehicle where reasonably requested;
confirm when the agreed work has been completed.
18. Delayed keys and property-chain delays
18.1 We understand that property completions and key releases can be delayed.
18.2 We do not apply a standard late-key fee or hourly waiting charge for ordinary delays on the agreed moving day.
18.3 You must keep us informed about expected delays.
18.4 Where a delay makes same-day completion impractical or impossible, we may need to arrange:
temporary or overnight storage;
another delivery date;
an additional journey;
accommodation or subsistence for a long-distance crew;
a further day of labour;
an additional vehicle.
18.5 Any unavoidable additional service or third-party cost under clause 18.4 will be discussed with you and agreed where reasonably possible.
18.6 We will take reasonable steps to minimise additional cost.
19. Changes and additional work
19.1 You may ask us to change the Services before or during the Booking.
19.2 We are not required to accept a change if it would:
create a safety risk;
make the Booking impractical;
affect another customer’s Booking;
require unavailable staff, vehicles or equipment;
fall outside our insurance or legal permissions.
19.3 Where we accept additional work, we will provide a fixed additional price where reasonably possible.
19.4 We will not carry out substantial chargeable additional work without your agreement, except where immediate action is reasonably necessary to protect people or property.
20. Payment for Services
20.1 Unless agreed otherwise in writing, no deposit or upfront payment is required for removal Services.
20.2 Payment is due when the agreed Services have been completed.
20.3 Payment may be made using the payment methods stated in the quotation or Booking Confirmation.
20.4 You must not withhold the whole payment because of a minor or separate issue.
20.5 Where a genuine issue arises, you must pay any amount that is not reasonably disputed.
20.6 If you do not pay an undisputed amount when due, we may:
issue written payment reminders;
recover reasonable debt-recovery costs where legally permitted;
charge statutory interest where legally permitted;
bring legal proceedings;
suspend future Services.
20.7 For Business Customers, we may charge interest and compensation in accordance with the Late Payment of Commercial Debts legislation where applicable.
20.8 Goods being stored will not be released until due storage and related charges have been paid, subject to applicable law and any separate storage agreement.
21. Cancellation by you
21.1 We recognise that moving plans can change.
21.2 We do not impose a standard or automatic cancellation fee for removal Bookings.
21.3 Cancellations will be considered fairly on a case-by-case basis, taking account of:
how much notice was provided;
whether any Services have already been completed;
whether packing materials or Products have been supplied;
whether a specialist service has been ordered;
whether unavoidable third-party costs have been incurred;
any legal cancellation right applying to the Contract.
21.4 Where no work has been completed and no unavoidable cost has been incurred, there will normally be no cancellation charge.
21.5 Where legally permitted, you may be required to pay for:
Services already completed at your request;
Products already supplied;
non-refundable third-party costs incurred specifically for your Booking;
specialist equipment or services ordered with your prior knowledge;
reasonable work completed before cancellation.
21.6 Any amount under clause 21.5 will reflect actual work or reasonable evidenced cost and will not be used as a penalty.
21.7 To cancel, contact us using the email address or telephone number in clause 1.
21.8 Your cancellation is effective when it is received by us.
22. Consumer cancellation rights for Services
22.1 Consumers who enter certain distance or off-premises service contracts may have a legal right to cancel within 14 days after the Contract is formed.
22.2 A statutory cancellation right may not apply where, and to the extent that, the Contract is for the transport of Goods on a specific date or during a specific period.
22.3 Because removal Bookings can contain a mixture of transport, packing, cleaning and storage Services, the legal position may depend on the particular Services booked.
22.4 Nothing in this clause removes a statutory right that legally applies to your Contract.
22.5 Where you ask us to begin a Service during an applicable 14-day cancellation period, we may require your express request and acknowledgement.
22.6 If you then exercise a valid cancellation right after the Service has begun, you may be required to pay a proportionate amount for the Service supplied before cancellation.
22.7 The right to cancel a Service may be lost once the Service has been fully performed where:
you expressly requested early performance; and
you acknowledged that the cancellation right would be lost following full performance,
where the law permits this.
22.8 A model cancellation form appears at the end of these Terms. You do not have to use that form.
23. Rescheduling
23.1 We do not impose a standard rescheduling fee.
23.2 Rescheduling is subject to availability.
23.3 You should notify us as early as possible.
23.4 We will use reasonable efforts to offer a suitable replacement date.
23.5 Where a change causes an unavoidable additional third-party cost or requires a materially different service, we will explain this before confirming the new date.
23.6 A significant change to the addresses, Inventory, distance, access or scope may require a revised quotation.
24. Cancellation or postponement by us
24.1 We may cancel, suspend or postpone Services where:
payment due under an earlier Contract remains unpaid;
information provided was materially inaccurate;
access is unsafe;
prohibited Goods are present;
staff are threatened or abused;
the work would be unlawful;
weather or road conditions make travel unsafe;
a vehicle suffers an unexpected breakdown;
staff illness or emergency prevents safe completion;
an event outside our reasonable control occurs.
24.2 We will give as much notice as reasonably possible.
24.3 Where we cancel and cannot provide a reasonable alternative, you will not be charged for Services not supplied.
24.4 We are not responsible for indirect losses caused by cancellation or delay that we could not reasonably have anticipated when the Contract was formed.
24.5 Nothing in this clause limits liability that cannot legally be limited.
25. Staff safety and conduct
25.1 You must provide a safe working environment.
25.2 You must not subject our staff to:
threats;
violence;
harassment;
discriminatory abuse;
intimidation;
unsafe working instructions.
25.3 We may stop work immediately if our staff reasonably believe there is a threat to safety.
25.4 You remain responsible for Services already completed and reasonable costs caused by serious misconduct at the Premises, where legally permitted.
25.5 Our team will treat you, your Premises and your Goods professionally and respectfully.
26. Care of Goods and property
26.1 We will perform the Services with reasonable care and skill.
26.2 We will take reasonable steps to protect Goods and property using appropriate equipment and methods for the agreed service.
26.3 You should protect floors, walls or fixtures where special protection is required and was not included in the quotation.
26.4 You must tell us about:
freshly painted surfaces;
weak floors;
loose carpets;
concealed pipes or wires;
fragile walls;
narrow or unsuitable staircases;
structural defects;
listed or unusually delicate property features.
26.5 We are not responsible for damage caused by a pre-existing defect, inherent weakness or undisclosed risk unless our failure to use reasonable care independently caused or materially increased the damage.
27. Our liability
27.1 Nothing in these Terms excludes or limits liability for:
death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of legal rights that cannot be excluded;
any other liability that cannot lawfully be excluded or limited.
27.2 Subject to clause 27.1, we are responsible for reasonably foreseeable loss or damage caused by our failure to use reasonable care and skill or by our breach of the Contract.
27.3 For damaged Goods, an appropriate remedy may include:
reasonable repair;
restoration;
replacement with an item of comparable age, condition and specification;
reasonable current market value immediately before the damage;
another remedy required by law.
27.4 Settlement will not normally be based automatically on the original new purchase price where the item was used, aged or already damaged.
27.5 We are not responsible for:
ordinary wear and tear;
pre-existing damage;
inherent defects;
deterioration caused by age;
moth, vermin, damp or mould not caused by us;
loss caused by inadequate customer packing;
internal mechanical or electrical failure without external evidence of mishandling;
damage caused by undisclosed hazardous Goods;
damage that would have occurred despite reasonable care;
loss arising from inaccurate instructions supplied by you.
27.6 We are not responsible for sentimental value beyond the item’s reasonable financial value.
27.7 Consumers remain entitled to all remedies available under applicable consumer law.
28. Particularly fragile or vulnerable Goods
28.1 Certain Goods carry an increased risk during ordinary handling, including:
glass;
mirrors;
stone and marble;
ceramics;
antiques;
artwork;
flat-pack furniture;
furniture with existing weakness;
particleboard or chipboard furniture;
items not designed to be moved assembled.
28.2 We will not exclude responsibility merely because an item is fragile.
28.3 However, you must disclose the nature and condition of such Goods so that suitable arrangements can be considered.
28.4 Where we explain a specific unavoidable risk, we may require a written handling plan or decline to handle the item.
29. Insurance
29.1 Appropriate insurance protection is included with our removal Services, subject to:
the type of Service booked;
the terms, conditions and exclusions of the applicable insurance policy;
any declared-value requirements;
any policy excess;
any territorial or item-specific limit;
the information supplied by you.
29.2 Insurance is not a replacement for our legal responsibility to use reasonable care and skill.
29.3 A summary of relevant cover is available on request.
29.4 You must disclose high-value Goods before the Booking so that we can determine whether they fall within the available cover.
29.5 You must not describe any item dishonestly or exaggerate a claim.
29.6 Where an insurer handles a claim, you agree to provide reasonable documents and cooperation.
29.7 Any insurance limit or exclusion will only apply to the extent that it is legally enforceable and was appropriately brought to your attention.
30. Reporting loss or damage
30.1 You should inspect Goods and the Premises as soon as reasonably possible.
30.2 Please report visible loss or damage immediately where practical.
30.3 You should report any other loss or damage in writing within seven days after completion or delivery to help us investigate promptly.
30.4 Failure to report within seven days does not automatically remove a Consumer’s statutory rights, but delay may affect our ability to investigate what happened.
30.5 A report should include:
the Booking reference;
a description of the affected item or property;
photographs;
purchase documents or other evidence of value where available;
repair estimates where reasonably requested;
an explanation of when the issue was discovered.
30.6 You must take reasonable steps to prevent further damage.
30.7 You must not dispose of or repair an affected item before allowing us or our insurer a reasonable opportunity to inspect it, unless urgent action is reasonably necessary.
31. Lost Goods
31.1 You must notify us promptly if an item appears to be missing.
31.2 We may check:
vehicles;
storage areas;
inventories;
staff records;
photographs;
collection and delivery Premises.
31.3 You must confirm that the item was present at collection and was included within the agreed Inventory.
31.4 We are not responsible for items that were not handed to us or were left in areas you were responsible for checking under clause 10.
32. Furniture collection and delivery
32.1 You must provide accurate information about the item, collection location and delivery location.
32.2 You are responsible for confirming that:
the seller or collection party has authorised collection;
the item is ready;
the item matches the description supplied;
the item will fit through access routes at delivery;
the recipient will be available.
32.3 Unless inspection is specifically included, we are not responsible for identifying manufacturing defects, missing parts or undisclosed damage before collection.
32.4 We may record the item’s condition at collection.
32.5 Where packaging is insufficient, we may recommend additional protection or refuse collection if safe transport is not reasonably possible.
32.6 We are not responsible for a retailer’s or seller’s description, warranty, refund decision or product quality.
33. Disposal and clearance
33.1 We will only remove Goods for disposal where this is expressly agreed.
33.2 You confirm that you own or have authority to dispose of those Goods.
33.3 Once Goods have been collected specifically for disposal, they may not be recoverable.
33.4 We will use appropriately authorised disposal routes where legally required.
33.5 Additional charges may apply for:
mattresses;
fridges and freezers;
electrical equipment;
hazardous waste;
unusually heavy items;
waste requiring specialist handling.
PART C — STORAGE TERMS
34. Storage arrangements
34.1 Storage may be provided:
directly by us;
through a disclosed storage facility;
through a specialist storage provider.
34.2 The Booking Confirmation will state the available storage arrangement where relevant.
34.3 Removal labour will normally be provided by our own team. Storage facilities and specialist services may be provided by third parties where this is disclosed or reasonably necessary.
34.4 Where a third-party storage provider enters into a direct agreement with you, that provider’s terms may also apply.
35. Storage inventory
35.1 We may prepare an Inventory of Goods placed into storage.
35.2 You must check the Inventory and report any significant omission or error promptly.
35.3 Sealed customer-packed boxes may be recorded by box count rather than by individual contents.
35.4 You must not store prohibited Goods listed in clause 11.
36. Storage charges
36.1 Storage charges will be set out in your quotation or storage confirmation.
36.2 Charges may be payable:
weekly;
every four weeks;
monthly;
for an agreed fixed period.
36.3 The charging period and payment date will be confirmed before storage begins.
36.4 Storage charges may be reviewed on reasonable written notice for an open-ended storage arrangement.
36.5 Any increase will be fair and will reflect factors such as increased facility, insurance, security or operating cost.
37. Access to stored Goods
37.1 Access is by prior arrangement and may be subject to:
facility opening hours;
identification checks;
staff availability;
reasonable handling charges;
applicable safety and security procedures.
37.2 Stored Goods may be containerised or positioned so that immediate access is not possible.
37.3 You should give reasonable notice if you need access or retrieval.
38. Ending storage
38.1 Unless a fixed storage period applies, either party may end storage by giving [NOTICE PERIOD] written notice.
38.2 You must arrange collection or delivery and pay outstanding charges before Goods are released.
38.3 Removal or redelivery charges are separate unless expressly included.
38.4 Where Goods are not collected after storage ends, we will provide reasonable written notice before taking further action.
39. Unpaid storage charges and uncollected Goods
39.1 We may retain stored Goods until outstanding charges relating to those Goods are paid, where legally permitted.
39.2 We will not sell or dispose of stored Goods without following an appropriate legal process and giving reasonable notice.
39.3 Reasonable costs of continued storage, notice, valuation, sale or disposal may be deducted from sale proceeds where legally permitted.
39.4 Any remaining proceeds will be accounted for to the person legally entitled to them.
40. Storage risks
40.1 We will take reasonable care of Goods placed into storage.
40.2 You must ensure Goods are clean, dry and suitable for storage.
40.3 We are not responsible for deterioration caused by:
inherent defects;
moisture already present in Goods;
inadequate customer packing;
natural deterioration;
batteries left in devices;
perishable contents;
infestation originating in the Goods;
temperature sensitivity not disclosed before storage,
unless our negligence independently caused or materially contributed to the loss.
PART D — CLEANING SERVICES
41. Cleaning quotation
41.1 Cleaning quotations are based on the information supplied about:
property size;
room count;
condition;
occupancy;
furnishings;
access;
required standard;
additional services.
41.2 You must disclose:
heavy soiling;
pet hair or infestation;
mould;
bodily fluids;
hazardous material;
building or renovation debris;
specialist surfaces;
restricted access;
lack of water or electricity.
41.3 Materially different conditions may require a revised quotation.
42. Cleaning access and utilities
42.1 You must provide:
safe access;
hot and cold water;
electricity;
adequate lighting;
lawful permission to enter;
keys or access codes where required.
42.2 If we cannot gain access, we will try to contact you.
42.3 We may need to reschedule where access or essential utilities are unavailable.
43. Cleaning scope
43.1 We will provide the cleaning tasks stated in the quotation.
43.2 Unless expressly included, cleaning does not include:
exterior window cleaning;
carpet extraction;
pest treatment;
mould remediation;
hazardous-waste removal;
building-work removal;
appliance repair;
gardening;
professional oven dismantling;
specialist restoration;
cleaning at unsafe height.
43.3 We do not guarantee the removal of permanent staining, wear, discolouration, limescale, mould damage, burns or existing deterioration.
44. End-of-tenancy cleaning
44.1 We will carry out the agreed cleaning with reasonable care and skill.
44.2 We cannot guarantee:
return of a tenancy deposit;
acceptance by a landlord or letting agent;
the outcome of an inventory inspection;
removal of damage or deterioration that cleaning cannot correct.
44.3 You must tell us promptly about any cleaning concern and allow a reasonable opportunity to inspect and, where appropriate, remedy the affected area.
45. Valuable and delicate items during cleaning
45.1 You must secure cash, jewellery, important documents and fragile valuables before cleaning begins.
45.2 You must tell us about specialist or delicate surfaces requiring manufacturer-specific products.
45.3 We are not responsible for damage caused by missing or incorrect care information supplied by you, unless we failed to use reasonable professional care.
PART E — ONLINE SHOP TERMS
46. Online Products
46.1 We sell moving boxes, packing materials, protective covers, moving kits and related Products through our website.
46.2 Product images are illustrative. Colours and minor appearance details may vary due to screen settings, manufacturing changes and packaging.
46.3 Product measurements and quantities will be stated as accurately as reasonably possible.
46.4 Packaging may differ from website images without affecting the Product.
47. Online ordering
47.1 The website will guide you through the steps required to place an order.
47.2 You must check your order before submitting it.
47.3 Your order is an offer to purchase Products.
47.4 An automatic order acknowledgement does not necessarily mean we have accepted the order.
47.5 The Contract is formed when we send an order confirmation or dispatch confirmation confirming acceptance.
47.6 We may decline or cancel an order before dispatch where:
a Product is unavailable;
the price or description contains an obvious error;
payment is not authorised;
delivery cannot reasonably be made;
we reasonably suspect fraud or unlawful activity;
purchase restrictions have not been met.
47.7 If payment has been taken for an order we do not accept, it will be refunded.
48. Prices and payment for Products
48.1 Product prices are those displayed when the order is placed.
48.2 Prices include VAT where applicable.
48.3 Delivery charges will be shown before the order is submitted.
48.4 Payment must be authorised through an accepted payment method.
48.5 We take reasonable care to ensure prices are accurate.
48.6 Where an obvious pricing error occurs, we may contact you for instructions or cancel the order and issue a refund.
49. Product availability
49.1 Products are subject to availability.
49.2 We may limit the quantity available to any customer.
49.3 Where part of an order is unavailable, we may:
offer an alternative;
dispatch available items separately;
refund the unavailable item;
cancel the whole order with your agreement.
49.4 We will not substitute a materially different Product without your agreement.
50. Delivery of Products
50.1 Available delivery methods, charges and estimated times will be displayed during checkout.
50.2 We will deliver to the address supplied in the order.
50.3 You are responsible for ensuring that the address and postcode are correct.
50.4 Delivery dates are estimates unless expressly agreed as guaranteed.
50.5 We will deliver without undue delay and, unless another period is agreed, normally within 30 days after the Contract is formed.
50.6 We are not responsible for delay caused by an event outside our reasonable control, but we will keep you informed and take reasonable steps to minimise the effect.
50.7 Where no one is available to accept delivery, the carrier may:
leave delivery instructions;
attempt redelivery;
deliver to a safe place or neighbour where authorised;
return the Products to us.
50.8 Reasonable redelivery costs may apply where a delivery fails because an incorrect address was supplied or no authorised person was available.
51. Risk and ownership
51.1 For Consumer purchases, risk in the Products passes when the Products come into your or your nominated recipient’s physical possession.
51.2 Ownership passes once we have received payment in full.
51.3 Where you appoint a carrier that was not offered by us, risk may pass when the Products are handed to that carrier, as permitted by law.
52. Consumer right to cancel Product orders
52.1 Consumers normally have the right to cancel an online Product order without giving a reason.
52.2 The cancellation period normally ends 14 days after the day on which you, or a person nominated by you, receives the Products.
52.3 For an order delivered in separate parts, the period normally begins when the last item or part is received.
52.4 To cancel, you must clearly tell us before the cancellation period expires.
52.5 You may contact us by email or use the model cancellation form at the end of these Terms.
52.6 You then have 14 days after notifying us to return the Products.
53. Exceptions to Product cancellation rights
53.1 The right to change your mind may not apply to:
Products made to your specification;
personalised Products;
sealed Products not suitable for return for health-protection or hygiene reasons where the seal has been broken;
Products that have become inseparably mixed with other items;
any other Product excluded by applicable law.
53.2 This does not affect your rights where a Product is faulty, misdescribed or not fit for purpose.
54. Returning unwanted Products
54.1 Unless we agree otherwise, you are responsible for returning unwanted Products to:
[RETURNS ADDRESS]
54.2 Products should be returned securely packaged.
54.3 You are responsible for the direct cost of returning unwanted Products unless:
we agreed to pay the return cost;
the Product is faulty or misdescribed;
we failed to tell you before purchase that return costs would be your responsibility.
54.4 You are responsible for the Products until they are received by us, so obtaining proof of postage is recommended.
54.5 You may handle Products only to the extent reasonably necessary to establish their nature, characteristics and functioning.
54.6 We may make a lawful deduction from the refund where handling has reduced the Product’s value beyond what would reasonably be permitted in a shop.
55. Refunds for cancelled Product orders
55.1 We will issue a refund within the legally required period.
55.2 We may withhold the refund until:
we receive the returned Products; or
you provide evidence that the Products have been returned,
whichever occurs first.
55.3 We will refund the standard outbound delivery charge where required by law.
55.4 Additional cost for an enhanced or premium delivery method will not normally be refunded beyond the cost of standard delivery.
55.5 Refunds will normally be made using the original payment method unless otherwise agreed.
56. Faulty, damaged or incorrect Products
56.1 Products must be:
as described;
of satisfactory quality;
fit for any purpose made known to us where legally applicable.
56.2 You should contact us promptly if a Product is:
faulty;
damaged;
incorrect;
incomplete;
not as described.
56.3 We may ask for photographs or other reasonable information.
56.4 Depending on the circumstances and applicable law, the available remedy may include:
repair;
replacement;
price reduction;
refund.
56.5 We will pay reasonable return costs where Products are returned because they are faulty, damaged, incorrect or misdescribed.
56.6 Nothing in these Terms limits your statutory rights.
57. Products used for a removal Booking
57.1 Products purchased separately remain subject to the online shop terms even where they are intended for a removal Booking.
57.2 Materials supplied and used as part of an agreed packing Service may instead form part of the service quotation.
57.3 Unused separately purchased Products may be returned in accordance with clauses 52–55.
PART F — BUSINESS CUSTOMERS
58. Business Customers
58.1 This Part applies where you are purchasing wholly or mainly for business purposes.
58.2 You confirm that the person accepting the quotation has authority to bind the relevant business.
58.3 Consumer cancellation rights do not apply to a Business Customer.
58.4 Any quotation, order, purchase order or instruction issued by the Business Customer is subject to these Terms unless we expressly agree different terms in writing.
58.5 Terms printed on a Business Customer’s purchase order do not override these Terms merely because the purchase order is issued or accepted administratively.
59. Business continuity and consequential loss
59.1 We will use reasonable care and skill when planning commercial moves.
59.2 The Business Customer is responsible for:
backing up data;
securing confidential records;
arranging IT shutdown and reconnection;
maintaining business-continuity arrangements;
insuring against business interruption;
identifying critical equipment and deadlines.
59.3 Subject to clause 27.1, we will not be liable to a Business Customer for:
loss of profit;
loss of revenue;
loss of business;
loss of anticipated savings;
loss of data;
loss of goodwill;
business interruption;
indirect or consequential loss.
59.4 Subject to clause 27.1, our total aggregate liability to a Business Customer arising from a Contract will not exceed:
a. the applicable insured limit expressly identified in the quotation or insurance summary; or
b. where no separate limit is identified, the total charges payable under the affected Contract.
59.5 Clause 59 does not apply to a Consumer.
60. Confidential and personal information
60.1 A Business Customer must remove or securely protect confidential records, access credentials and personal data before the move.
60.2 Where we are specifically engaged to transport confidential records, the Business Customer must agree appropriate handling instructions with us in advance.
60.3 We do not provide specialist data-destruction or secure-document-disposal services unless expressly agreed.
PART G — FINAL PROVISIONS
61. Complaints
61.1 We aim to resolve complaints fairly and promptly.
61.2 Complaints should be sent to:
Email: info@pinpointremovals.co.uk
Address: [COMPLAINTS POSTAL ADDRESS]
61.3 Please include:
your name;
Booking or order reference;
contact details;
a clear description of the issue;
relevant photographs or documents;
the resolution you are seeking.
61.4 We will acknowledge and investigate the complaint within a reasonable period.
61.5 You must allow us a reasonable opportunity to inspect and, where appropriate, remedy a service issue.
61.6 This complaints procedure does not affect your right to seek independent advice or use any legal remedy available to you.
62. Personal information
62.1 We process personal information in accordance with our Privacy Policy.
62.2 Information may be used to:
provide quotations;
manage Bookings and orders;
communicate with you;
process payments;
complete deliveries;
manage storage;
handle claims and complaints;
prevent fraud;
comply with legal obligations;
improve our Services.
62.3 We may share necessary information with:
payment providers;
insurers;
storage facilities;
delivery carriers;
IT and website providers;
professional advisers;
authorities where legally required.
62.4 Marketing communications will be sent only where we have a lawful basis to do so.
63. Calls, messages and electronic communication
63.1 We may communicate by telephone, email, SMS or messaging service using the details you provide.
63.2 You are responsible for checking messages relating to your Booking or order.
63.3 We may record telephone calls where lawful for training, quality, evidence or complaint-handling purposes.
63.4 Where required, you will be informed that a call is being recorded.
64. Website use and intellectual property
64.1 Website content, branding, graphics, photographs and text are owned by or licensed to us unless stated otherwise.
64.2 You may view and print website content for personal use.
64.3 You must not reproduce, commercially exploit or falsely represent our website content without permission.
64.4 We do not guarantee that the website will always be available or free from technical errors.
64.5 Website content is general information and does not replace the specific quotation or Booking Confirmation.
65. Events outside our reasonable control
65.1 We are not responsible for delay or failure caused by events outside our reasonable control.
65.2 Such events may include:
severe weather;
flood, fire or natural disaster;
road closure;
major traffic disruption;
accident;
vehicle breakdown despite reasonable maintenance;
epidemic or pandemic restrictions;
industrial action;
civil disturbance;
failure of utilities or telecommunications;
government action;
sudden staff illness or emergency;
failure by a third-party facility or carrier outside our reasonable control.
65.3 We will:
contact you as soon as reasonably possible;
take reasonable steps to reduce the effect;
restart or rearrange the Services where practical.
65.4 Where performance becomes impossible, either party may end the affected part of the Contract.
65.5 You will only be charged for Products supplied, Services completed and reasonable unavoidable costs where legally permitted.
66. Changes to these Terms
66.1 We may update these Terms from time to time.
66.2 The version applying to your Contract will normally be the version provided or available when your Booking or online order was accepted.
66.3 We will not retrospectively change an agreed Contract without your agreement, except where a change is required by law and does not unfairly disadvantage you.
67. Transfer of rights
67.1 You may not transfer your rights or obligations under the Contract without our written agreement.
67.2 We may transfer our rights or obligations to another organisation where:
this forms part of a genuine business transfer or restructuring;
your rights are not reduced;
the transfer does not materially disadvantage you.
67.3 Removal labour will not be subcontracted contrary to any express “no subcontractors” commitment in your quotation or Booking Confirmation.
67.4 We may use disclosed specialist providers for storage, regulated waste, specialist lifting, product delivery or other services requiring separate facilities or expertise.
68. Third-party rights
68.1 Unless expressly stated otherwise, no person other than you and us has a right to enforce the Contract.
68.2 This does not prevent an insurer or lawful owner of Goods from exercising any right available under applicable law.
69. Severability
69.1 If a court or competent authority finds part of these Terms unlawful or unenforceable, the remaining provisions will continue to apply.
69.2 The affected provision will be treated as modified only to the minimum extent required to make it lawful and enforceable.
70. Waiver
70.1 A delay in enforcing a right does not mean that right has been waived.
70.2 A waiver relating to one event does not automatically apply to another event.
71. Entire agreement
71.1 The Contract consists of:
the Booking Confirmation or order confirmation;
the accepted quotation;
these Terms;
any written service-specific terms agreed by both parties.
71.2 Nothing in this clause excludes liability for fraud or prevents a Consumer from relying on statements or information that form part of the Contract under applicable law.
72. Governing law and courts
72.1 These Terms and the Contract are governed by the law of England and Wales.
72.2 If you are a Consumer living in Scotland or Northern Ireland, you may also have the right to bring proceedings in your local courts.
72.3 Business Customers agree that the courts of England and Wales will have exclusive jurisdiction, unless we agree otherwise in writing.
SCHEDULE 1 — MODEL CANCELLATION FORM
Complete and return this form only where you have a legal right to cancel and wish to use the form.
To:
[FULL LEGAL COMPANY NAME]
[POSTAL ADDRESS]
Email: info@pinpointremovals.co.uk
I/We hereby give notice that I/We cancel my/our contract for:
Service or Products ordered:
Booking or order reference:
Ordered or booked on:
Products received on, where applicable:
Customer name:
Customer address:
Customer signature, if submitted on paper:
Date:
SCHEDULE 2 — EARLY SERVICE REQUEST
This section may be included in your booking process where an applicable Consumer cancellation period has not expired.
“I expressly request Pinpoint Removals to begin the agreed Services before the end of any applicable 14-day cancellation period. I understand that, if I validly cancel after the Services have begun, I may be required to pay a proportionate amount for Services already supplied. I also understand that I may lose the right to cancel once the Service has been fully performed, where the law permits this.”
Customer name:
Booking reference:
Signature or electronic acceptance:
Date: