terms & Conditions

1. Quotations & Booking Confirmations  

It is the client’s responsibility to provide full disclosure in order for Jacks Removals & Storage to provide accurate quotations. We require full address details of all collection and delivery addresses including but not limited to:  

 Size of your property including number of floors, number of bedrooms, lofts, sheds, garage each property has that you wish us to move items from and to.  

 If your property is a flat, which floor it is on and if property is serviced by a working lift, and subsequently, will the lift be able to convey all your items. If there is no lift or it is not working, what condition the stairs are for access.  

 Approximate distance (in meters) that we can legally park (or park at Clients own risk) from your property's entrance  

 An inventory including number and size of boxes  

 How many items can be/or need to be dismantled and therefore reassembled at the destination address(es). If going into storage, please advise the size of the room booked/required in square feet. On occasion, we will be subject to prevailing weather conditions, which may prevent us from fulfilling the agreed service by us on the agreed date and time. Please note that especially due to snow and ice, your property/properties may not be accessible due to unpaved and non gritted roads, or locations on steep/hilly inclines. During times of these unprecedented conditions, your move will revert to a "Best efforts and precaution" basis. It will be our intention to minimize any disruption to the client where possible. At no time can Jacks Removals & Storage be held responsible for any costs that you incur due to inclement weather conditions, which prevent us from undertaking your agreed service with us. Please note we may record conversations for ongoing training purposes and enhanced care. 

Breakdown of vehicles happen, in the unfortunate event that one of our vehicles breakdown before or during a move, Jacks Removals & Storage will do its upmost to hire a vehicle replacement to continue the job, but offers no compensation for “Hassle” to the customer, nor discounts for our misfortune. Jacks Removals & Storage expect customers to have necessary clothing, toiletries and essentials with them, in the event that a breakdown means a delay of between 24-48 hours. 

2. Charges  

All prices are fixed unless discussed at an hourly rate. All services have a minimum charge of two hours with any additional time charged in half-hour increments. Prices and timings are estimated to the best of our ability and based on information provided by the client, except in cases where a member of Jacks Removals & Storage, has attended the property for a quotation appointment. If a job is to overrun an extended hourly rate may apply. Jacks Removals & Storage charges commence when our team first arrives at your collection address and finish when our team has unloaded your items at the final delivery address for local jobs. There may be additional fuel and travel charges for non local jobs. If there is a wait for keys or transfer of funds you will be charged for any waiting time at the hourly rate. Payment is due immediately after completion of a removal or service, there is absolutely no exception to this. 

3. Parking  

If parking is more than 20 meters from the front door of delivery, additional costs may be discussed. It is the responsibility of the client to notify us before the job commences, of any difficult circumstances. Parking outside all collection and delivery addresses remains the responsibility of the client and must be arranged by the client. Please contact your local council for further advice on how to arrange for parking dispensations. If no other arrangements are made and our vehicle is to receive any infringements or fines whilst carrying out your job, the customer is liable to pay for this. We will add the cost of the fine to your bill. Clients will be notified and payment to be received in full on completion of the job. Please note, we will require parking to be arranged even on the days of "packing only" as our teams will need to transport and deliver materials. It is at the discretion of the driver, not the customer, of where best to park the vehicle. 

4. Payment Terms 

Payment Terms For all hourly (not set / variable) residential and commercial moves, payment is required, unless previously agreed, immediately on the completion of your job. Jacks Removals & Storage accepts payments by cash and via bank transfer. You may not withhold any part of the agreed price/actual job total. 

5. Throughout the move Job arrival times are estimated. Although we always do our best to be on time, circumstances out of our control may cause delays. We will not accept responsibility for any customer losses due to unforeseen or unavoidable delays. Jacks Removals & Storage reserves the right to refuse, cease or stop the packing or moving process at any time if our staff are abused or threatened in any way.  Our teams reserve the right to refuse to take animals/pets in the van, as there is a chance this will disrupt the concentration of the driver. Drivers may allow animals/pets to be carried in the vans, however no driver, or any other company representative will take any liability where transport of animal/pets is concerned. It is the customers responsibilty to ensure all pets are locked away during a move. Our teams take no responsibility for pets “Escaping” during a move. Our teams will not assemble new furniture unless previously agreed in writing. Our teams will not reassemble furniture that has not been dismantled by a member of Jacks Removals & Storage. 

6. Customer Responsibility 

Declare to us, in writing, the value of the goods being removed. If it is subsequently established that the value of the goods removed is greater than the actual value you declare, you agree that our liability will be reduced to reflect the proportion that your declared value bears to their actual value. Obtain at your own expense, all documents, permits including parking or visitor permits or vouchers or relevant charges for the parking meters, permissions, licenses, customs documents necessary for the removal to be completed. This includes reserving a suitable parking place/suspension bay within close proximity of the property for our vehicle/s. Be present or represented during the collection and delivery of the removal - both loading and unloading. We are not responsible for any goods if the location or property or our vehicle is left unattended. Take all reasonable steps to ensure that nothing that should be removed is left behind and nothing is taken away in error. Arrange proper protection for goods left in unoccupied or unattended premises, or where other people such as (but not limited to) tenants or workmen are, or will be present. Prepare adequately and stabilize all appliances or electronic equipment prior to their removal. Empty, properly defrost and clean refrigerators and deep freezers. We are not responsible for the contents. Provide us with full current contact details (including email address, mobile number and landline number) for correspondence during removal transit. 

Other than by reason of our negligence or breach of contract, we will not be liable for any loss or damage, costs or additional charges that may arise from failure to discharge these responsibilities. Unless agreed by us in writing, before the move, we will not: Disconnect, reconnect, dismantle or reassemble any white goods and or electrical appliances, fixtures, fittings or equipment. Take up or lay fitted floor coverings. Move any items to/from a loft. Remove and replace windows and/or doors in order to gain access. If written approval is granted it will be under the strict condition that it is done so solely at the owner's risk. Please note, that our teams are not authorized or qualified to carry out such work. We recommend that a suitably qualified tradesperson be employed by you to carry out these activities. 

8. Insurance 

 If no other agreement is made Jacks Removals & Storage accept no responsibility for damage or loss of property after the job is completed and the payment is received by the Driver and/or via Jacks Removals & Storage. Jacks Removals & Storage operates Goods In Transit insurance coverage up to a maximum of £10,000 - Please note replacement value only - subject to an Insurance excess charge of £500 per claim. This is payable by the customer before any claim can be considered. We will not consider any claim for insurance until the job has been paid in full and your insurance excess contribution has been paid and is considered ‘cleared funds’. In order for claims to be processed, Jacks Removals & Storage requires, before the actual job date, a signed, dated (by scanned email) copy of your inventory complete with itemized values. Please ensure high value items are reported. It is the customer's responsibility to arrange extra insurance if required.  

We do not cover the following: Loss or damage to food and drink, furs, jewelry, watches, precious stones, deeds, bonds, bills of exchange, promissory notes, money or securities for money, stamps of all kinds, manuscripts and other documents. Loss or damage caused by, or arising from wear, tear, gradual deterioration, mildew. Moth, vermin or any process of cleaning, repairing or restoring. Mechanical and/or electrical derangement unless caused by external means. Breakage of owner-packed goods unless caused by a major accident to the means of conveyance, loss or damage occurring in premises where the goods are stored, warehoused or temporarily housed in the course of transit. Breakage of items which are incorrectly packaged by the customer. In the event of loss of or damage to any article forming part of a pair or set, the indemnity granted hereunder shall be limited to the proportionate value that article bears to the total value of the pair or set and no additional depreciation shall be paid. 

Any Jewelry or high value items should not be packed in the van.