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House Removals Terms and Conditions

These conditions form the basis of the contract between the customer and Mark Healy T/A Phoenix House Clearances. They explain the rights and responsibilities of both parties in relation to any services provided by Phoenix House Clearances.

It is important that you read them carefully.

By signing these terms and conditions you acknowledge that you have read, understood, accept, and agree to be legally bound by them. 

Whenever the following words or phrases appear in this agreement they will always have these meanings:

We, or Us, or our: Phoenix House Clearances including our sub-contractors or agents.

You and Your: The customer or the customer’s agent or representative.

Goods, items, property.  The Goods that are being moved or stored.

1. QUOTATION
If you decide to accept our written quotation and have signed our acceptance form or ticked the check box that states you have read our terms and conditions then a legally binding contract is formed subject to our terms and conditions. Our quotation is valid for twenty eight days and is subject to availability or resources. 

We may need to amend our quotation if:

  1. Our quotation is not accepted within twenty eight days or you ask us to carry out additional work in which case we will provide you with a further quotation;

  2. Additional goods are included in the work, you must advise us as soon as possible if you wish to include additional goods.  We will advise you of any price increase.  The additional goods will not be included in the work until we have agreed a price with you;

  3. Stairs, lifts, windows or doorways are inadequate for the free movement of the goods without risk of damage or injury or the use of mechanical equipment or structural alteration, or the approach road or drive is unsuitable for our vehicles and/or containers to load/unload within 20 metres of the doorway, or we are asked to collect or deliver above ground or first upper floors.

  4. Goods are handed to you from store or you require access to your goods whilst they are in store.

  5. Our quotations are based on a minimum charge you will be advised of this in advance of the move. This charge will apply if the move takes less time than the minimum charged.

2. WORK NOT INCLUDED
Unless agreed otherwise in writing before the date of this quotation, our price does not include taking down or putting up unit or self assembly kit furniture, fitments and fixtures, disconnecting and connecting domestic or other appliances and fittings, taking up or laying fitted floor coverings, moving loaded freezers or refrigerators, moving storage heaters not dismantled or any other items. If any of our employees carries out such work, at your request, and without our prior written agreement, they do so without our authority and outside the terms and conditions of their employment with us. We shall not be liable for any loss or damage which may occur in carrying out such work.

3. DECLARATION OF OWNERSHIP
By accepting this agreement you declare that the goods to be handled are either your own property free of any legal charge or burden on them or that you have the full authority of the owner or anyone having a legal interest in them to enter into this contract on their behalf. You agree to indemnify us against any claims, charges and demands made against us arising from any claim to the goods made by another person If any other person has or obtains an interest in the goods you must advise us of their name and address in writing immediately.

4. YOUR RESPONSIBILITIES
     You agree:

  1. To be present or represented throughout the removal to ensure that nothing that should be removed is left behind and nothing is taken away in error, if you (the customer) cannot be there or represented by a third party then they are solely responsible and we will not be liable if we have acted upon their instructions in place of the customer.

  2. To arrange proper protection for goods left in unoccupied or unattended premises or where other people such as tenants,  workmen or the general public are or will be present (for example if you are moving from a flat)  if you fail to protect your goods we shall not be liable for any loss or damage, it is your responsibility to ensure your goods are protected against theft or damage if the access to or from our van(s) causes our staff to leave the van(s) unattended for long periods due to long walking distances to or from the van(s) or other extreme access problems;

  3. Not to offer for removal or storage jewelry, watches, trinkets, precious stones or metals, money, deeds, securities, stamps or coins (or similar collections of any kind), plants and animals.  We do not accept any liability for any claims for loss or damage to these items if they are placed in our care or custody.  Please make alternative transport or storage arrangements for such items;

  4. Do not offer for removal, packaging or storage any item or thing unless you have insured that item or thing against accidental loss or damage and loss or damage caused by fire, lightning or explosion etc;

  5. Not to offer for removal, packing or storage any goods (including food stuffs) which in our opinion are dangerous, damaging or explosive, hazardous to health, in an unhygienic condition, or likely to attract vermin or other pests.  You agree that we may refuse to handle or store such items without any liability to you.  If such items are handled or stored by us you agree to indemnify us for any loss or damage incurred by us or any one else through the presence or such articles or substances.  We may remove, destroy, or otherwise dispose of these articles or substances in which case you will pay us any costs or expenses incurred by us.;

  6. To empty and defrost refrigerators and freezers and to make alternative transport arrangements for their contents.  We shall not be liable for damage to any freezer or refrigerator or its contents which result from the freezer or refrigerator being moved partially or fully loaded, nor for any illness or deterioration in such contents resulting from a change in temperature;

  7. To make sure that all domestic and garden appliances, including but not limited to washing machines, (it is your responsibility to fasten the protection bracket inside
    your washing machine) dishwashers, hose pipes, petrol lawn mowers, are clean and dry and ready to be moved and that there is no residual fluid left in them;

  8. We may increase our price if we find that upon arriving at your property we have to park somewhere where a parking charge is due or we are likely to incur a charge, it  is your responsibility to pay for any parking, clamping, etc or meter suspension charges which we incur whilst carrying out work for you, we will also charge you for the time it takes to retrieve our vehicle(s) if they are towed away.
5. CANCELLING AND POSTPONEMENT

If you cancel or postpone the work the following terms and conditions will apply:

  1. 8 to 10 working days from the start date of the work you agree to pay us 30% of the price of the work;

  2. 7 working days or less from the start date of the work you agree to pay 50% of the price of the work;

  3. One day before or on the day the work starts or at anytime after the work has started you agree to pay 100% of the price of the work;

  4. We will also charge a re booking fee if you decide to re book, your deposit will be forfeited if you cancel at any time;

  5. For moves that are been charged at an hourly rate we will take the appropriate percentage based on the minimum set of hours you have booked with us, this will be based on the minimum hours of work we have booked for you and will vary depending on your area (this will be anything from a 2 hour minimum to a six hour minimum). For example if you booked a removal with us for £45 per hour (with a two hour minimum) this equals £90 we would take the necessary percentage from this amount based on when you postponed or cancelled. 

  6. We will take full payment if you are not at the designated address on the day of your move when we arrive or if you have already moved without telling us.

  7. We will normally take any payment (full or part) via the default method you used to pay your deposit. By signing our terms and conditions you give us irrevocable authority to do so.

6. ROUTE AND METHOD
You agree that we may:

  1. Interchange your goods between vehicles and warehouses or other premises at any time;

  2. Select the route and the means by which the goods shall be carried or stored;

  3. Employ sub-contractors when necessary.

7. OUR LIABILITY FOR LOSS AND DAMAGE TO THE GOODS.
We do not know the value of your goods; therefore, we limit our liability to a fixed liability per item.  The amount of risk we accept for this condition is reflected in our price for the work.  If you wish us to increase our limit of liability per item you will need to notify us in advance and we will amend the price.  Unless agreed otherwise in writing if we are negligent or in breach of contract we will pay you up to a maximum of £40 for each item which is either lost or damaged to cover the repair or replacement of that item.  For the purposes of this contract an item is defined as the contents of a box, parcel, package, carton or similar container, and “any other object or thing that is moved, handled or stored by us.

8. LIMITS OF LIABILITY FOR DAMAGE TO PREMISES.
If we are negligent or in breach of contract or otherwise responsible for causing loss or damage to your premises, we will pay you either;

  1. The cost of repairing the damaged area to a maximum of £50
  2. Up to a maximum of £50 on each premises.

9. EXCLUSIONS OF LIABILITY.
    We shall not be liable for:

  1. Loss or damage caused by fire;

  2. Loss or damage where the goods have been packed by you or others, we cannot be held responsible for damaged items in boxes where these have been packed by you (the customer) or a third party which have not been packed properly;

  3. Loss or damage caused by a change in atmospheric conditions including but not limited to, dampness, mould, mildew, tarnishing, corrosion or gradual deterioration;

  4. Loss of damage caused by vermin, moths or other infestations;

  5. Loss or damage caused by goods having any inherent defects or any inherent vice;

  6. Any claims resulting from difficulties or inability in obtaining fuel or other supplies, war, invasion act of foreign enemy, hostilities (whether war be declared or not), terrorist acts, civil war, riots, rebellion, revolution, insurrection or civil commotion of any kind;

  7. Any claims for loss of use, amenity, enjoyment, profits, or any other indirect or consequential loss that was not in contemplation or brought to our attention in writing at the time this contract was made;

  8. Any injury to you or anyone assisting with the removal, by signing these terms and conditions you agree to let us do all the work, you must not do anything that could cause injury to yourself and others, for this reason you (the customer) must not help in any way with the work, we are also unable to give any customers a lift to any location regardless of distance involved. We are not insured for passengers therefore we cannot give lifts to customers or any other third parties;

  9. We will refuse to undertake the move if we feel conditions pose a threat to the health or safety of our staff such as soiled or bloodstained mattresses, pet or human excrement or urine, or any other conditions (including dangerous access points) we feel pose a threat to health and safety in any way;

  10. Parking charges if you live in a controlled parking zone or any other parking charges associated with your move.

10. TIME LIMITS FOR REPORTING CLAIMS.
You must notify us in writing for specific loss or damage within the time limit stated below otherwise we will not be liable:

  1. For goods believed to be lost or damaged - within a reasonable period, not exceeding 7 days after the due date of the delivery of the goods.

  2. For goods removed from our premises by anyone other than us - at the time the goods are handed over.

  3. For damage to premises - at the time of delivery of your goods by recording such damage on the worksheet.

11. PAYMENT TERMS AND CONDITIONS

  1. A deposit of 20% or the first hour if you are paying an hourly rate is payable on the return of acceptance of our removal quote. The balance is due in full on or before the day of the removal. We accept payment in cash, or by credit/debit card/American express (if paying by this method please advise the driver on arrival). Cheques will only be accepted by prior arrangement and an administration charge of £10 will be applied. We reserve the right to use Transax or a similar service to process your cheque payment;
  2. On completion of a removal we will normally take payment by a valid card, in certain circumstances we will ask for part or all of  the money  before the move
    takes place (we may ask for payment at any point of the move including before, during, or after your  move). If you are paying by credit or debit card, we need
    to be told in advance, you may pay money direct into our business account however this must be done before we arrive at the destination address and in any case before we unload. 

    SPECIAL ARRANGMENTS CAN BE MADE TO TAKE  CHEQUES (subject to status) THROUGH TRANSAX  THIS WILL HOWEVER INCURE;
  3. Deposits are usually asked for well in advance and are not refundable unless we were unable to undertake your move due to unforeseen circumstances. If you
    need to change your moving date we will do this provided we receive at least 14 days notice otherwise you will forfeit your deposit, if you wish to
    re book we will require an additional deposit if you have not given us at least 14 days notice, we normally take your deposit within a few days however  in some
    cases we may take this deposit up to 3 months from the time you disclosed your card details with us if you paid by this method;

  4. Our rates are the same Monday to Saturday 8.00am to 8.00pm we will charge time and a half in the following  circumstances, if we have to walk more
    than 100 yards to the van(s), if your move involves more than 3 flights of stairs, if  you want us to move you on a Sunday, moves after 8.00pm, Bank holidays, and moves that continue for more than 12 hours on any given day unless a set price has been agreed;

  5. Credit card payments will incur a surcharge of 4% debit cards and switch cards however are free from this surcharge;

  6. You must provide us with accurate and complete billing information including legal name, e-mail address, telephone number, and credit card/billing information. You must also report any changes to this information within thirty (30) days of the change, we need this information so our merchant (World Pay) can validate your identification, we need your e-mail address in order to send you a receipt for your card payments;

  7. You are responsible for any charges to your account. We are not responsible for any charges or expenses (e.g., for overdrawn accounts, exceeded
    credit limits, etc.) resulting from charges billed by us;

  8. If you provide us with a bank account number or credit card, debit card number etc and expiration date to pay for your move  either in part or in full
    you agree that such account will become your "default payment method" for your house removal now or in the future should you  use  our services again;

  9. By use of our service and by supplying bank account or credit card account number and expiration date etc, you agree to authorize "automatic billing" to charge your removal expenses and all subsequent purchases automatically to the account registered as your default payment method, unless you choose another form of payment as your default payment method.  You also agree to pay, under the terms of the Agreement with that account's issuer, the amounts charged to your account. For future moves you also agree to authorize us to charge the credit or debit card account listed as your  "default payment method" with a new expiration date, in the event the original card used to purchase our service expires, provided the account has not been cancelled by you or by the issuing bank;

  10. On overseas moves we will require you to pay our standard 20% deposit in advance, the remainder is to be paid by your  default payment method  and may be
    taken at anytime prior to delivery or before we unload at your destination address.

  11. We have the right to take the full payment from your default method of payment (debit, credit, or American express card) if you pay us by cheque and the cheque is subsequently rejected or you previously agreed to pay by cash but then gave us a cheque at the end of the move.

  12. If you provide us with a bank account number or credit card, debit card number etc and expiration date to pay for your move  either in part or in full
    you agree that such account will become your "default payment method" for your house removal now or in the future should you  use  our services again;

  13. By use of our service and by supplying bank account or credit card account number and expiration date etc, you agree to authorize "automatic billing" to charge your removal expenses and all subsequent purchases automatically to the account registered as your default payment method, unless you choose another form of payment as your default payment method.  You also agree to pay, under the terms of the Agreement with that account's issuer, the amounts charged to your account. For future moves you also agree to authorize us to charge the credit or debit card account listed as your  "default payment method" with a new expiration date, in the event the original card used to purchase our service expires, provided the account has not been cancelled by you or by the issuing bank;

  14. On overseas moves we will require you to pay our standard 20% deposit in advance, the remainder is to be paid by your  default payment method  and may be
    taken at anytime prior to delivery or before we unload at your destination address.

  15. We have the right to take the full payment from your default method of payment (debit, credit, or American express card) if you pay us by cheque and the cheque is subsequently rejected or you previously agreed to pay by cash but then gave us a cheque at the end of the move.

  16. If your move is been paid by a third party the above terms and conditions will apply to them, you agree that this person has a valid credit/debit/amex/ card and that there signature is genuine, you are responsible for the payment if our bill is not paid by a third party, the third party must also sign all the relevant sections failure to do so could void your removal booking.

  17. If you are paying by credit/debit/amex/ card and are paying an hourly rate for your move it is essential that you fill in and sign all the relevant details on the card authorisation section (payment options) you will however need to leave the amount box empty because we will not know what the final bill will be until the day of your move, failure to sign and enter your details correctly could void your removal booking;

  18. If paying by credit/debit/amex/ card you need to provide us with proof of signature this can only be accepted by a valid passport, driving licence, or other official document, failure to provide such adequate proof of signature could result in your removal booking been void;

  19. It is important after you select your payment method that you stick to this method, delays in your removal may occur if you change your mind later, we can and will take payment via the default payment method if you do not have sufficient funds to pay for your move or apply the Lien law.

  • 12. IF OUR CHARGES ARE NOT PAID.
          Lien:

    1. A lien is a legal right or interest that a creditor has in another property that last until the obligation is paid or satisfied, all property belongs to Phoenix House Clearance until the bill is paid (lien). If you cannot or refuse to pay for your move we have the right to seize your property and hold it until the bill is paid (you will also incur storage charges until the payment is settled) regardless of any disputes, we may seize your goods or a portion of your goods regardless of when and where your property has been unloaded if unloading has already been started or finished as long as we are still on your property and the move is still ongoing.
    2. If our charges are not paid, any goods in our possession or custody will be removed to store and retained until payment is made.  We shall be entitled to charge
      for storing these goods.  Any costs incurred in removing them to and from store will be met by YOU. All charges must be paid in full before the goods will be released.                     
      We reserve the right to charge interest at 3% above the base rate of our bank on all monies outstanding.  We shall have a general or particular lien upon all goods in our
      possession for all money you owe us or for expenses incurred by us and for payments we make on your behalf.  If some of the goods have been delivered, removed,
      despatched, or sold, the general lien shall apply to any goods that remain in our possession. We shall be entitled to charge warehouse rent and all other expenses whilst we maintain a lien on the goods, all these conditions shall continue to apply until then.  In the event of more that 12 weeks’ rental being outstanding we may give
      you 30 days’ notice in writing to remove all goods from our care and pay all debts due.  If you do not remove the goods we may sell or otherwise remove all  or  part of
      them without further notice.   Any proceeds of sale will be credited to your storage account or against any  other  money you owe us.  You will be responsible for any
      costs incurred in the sale or disposal  of the goods any surplus proceeds will be paid to you without interest.


    13. DELAYS IN YOUR REMOVAL
    a)  Keys: If keys are delayed or we  cannot gain entry for whatever reason we have the right to charge for waiting time, this will be charged at the same hourly rate as your
    removal or if you have been given a set price a charge of £45 per hour will be charged.

    b) Chains: If there is a chain involved we need to know from the beginning so we can plan ahead, if you have booked a set amount of hours and we are delayed because of      
    the chain failing (regardless of who in the chain is to blame) we will charge the agreed hourly rate (or £45 per hour if you have been given a set price) for the duration of   
    the move or alternatively put your property into storage, if this happens we   will charge you storage and handling costs. We cannot be held liable if you are not moved for a certain time or if we have to make two or more trips.     

    c)  Loading/unloading problems: If  we are unable to load or unload your goods due to no fault of our own we reserve the right to charge our standard hourly rate for your
    area which will be £45 per hour (for the Yorkshire areas) and £50 per hour for London and any other area within the UK, Ireland and Europe.

    d)  House swaps: If  your move is a house swap or mutual exchange we cannot be held responsible for any delays either at the destination or pickup  address if the house is
    still occupied or we cannot load or unload or are delayed by any other problems we  will charge our hourly rate of  £45 per hour (this is for additional time only) on top
    of any set price you were originally quoted.

    e)  We will normally ring you the day before your move in order to conform the move with you it is crucial that you supply us with either a working land line (or  
    neighbors phone No) or mobile number in case your land line has been cut of, delays may result in  your move if  you fail to comply with this request.   


    14. INSURANCE
    Unless you have already done so or have acquired it from a third party we strongly recommend you take out goods in transit  insurance, it is your decision whether or not to take this cover out however if you do not we cannot be held liable for any damage to your property, if you have arranged for your home contents insurance to cover  your move it would be wise to make sure you are adequately covered for the removal. We will normally charge an additional fee depending on the value of your goods should you wish to take out insurance with us. If  you do take out goods in transit insurance the following terms and conditions will  apply. You should however read all the terms and conditions in. his document as some information and conditions will be covered in other sections and will still apply regardless of whether goods in transit insurance was purchased or not.
             
    a) Flat pack furniture:    
        If your furniture was flat packed when you purchased it then please flat pack it for our staff when they move it as this will minimize the risk of any damage, we are not responsible for any damage if you fail to comply with our advice.    

                                          
    b) Furniture assembly:
        In cases where furniture has not been assembled correctly (or is faulty) such as shelf tops not been clued, missing screws etc we cannot be held responsible for damage caused to furniture in this way, if in doubt we recommend you dismantle these items.


    c) Plants and livestock:
        Plants and livestock are not covered on our goods in transit insurance we recommend you make alternative arrangements for these goods.


    d) Missing items:
        Upon completion of your move please ensure that you have everything and make sure nothing has been left behind or is left on the van (this is your responsibility) we are not responsible for lost or missing items if you leave property at your previous address or fail to tell us immediately after your move.

    e) Hazardous goods:
         We cannot carry anything we deem to be hazardous such as gas canisters, paint, fuel, etc this will void any claim in the event of an accident.

    f) Claims excess
    In the event of any claim you will be required to pay the first £250 of any claim.

    g) Self packed boxes:
        Boxes packed by yourself are not covered on our goods in transit insurance, only boxes that are professionally packed by Phoenix House Clearances will be covered on the insurance.

    h) Theft: 
         During long walks to and from the van(s) or when we are unable to stay with our vehicle (while we are working) it is your  responsibility to have a competent person to guard your property while we unload we can however supply a third man to do this at an additional cost.

    i) Cosmetic damage:
        Cosmetic damage such as scratches, dents, chips etc are not covered on our goods in transit insurance however we will repair minor damage at our own expense or provide you with a discount or in some cases a full refund this is at our discretion however.

    j)  Exceptions:
         Any insurance you have taken out with us will be void (if you claim) under the following circumstances, civil unrest (riots)  War, extreme weather conditions, or van hijacking. 

    k) Damage:
        Please ensure our access is clear from clutter, obstructions, nails in floors, walls or other sharp objects that could catch soft furnishing, if doors or banisters etc had to be removed to get your furniture in your home then please either tell us or have these items removed beforehand, failure to take our advice could invalidate any possible claim. In the rare event of any damage caused to your property (if we have been negligent) we will repair or replace if possible up to the value of £150 if any damage exceeds this amount you will be required to pay the excess if you decide to claim on our goods in transit insurance. Any damage must be reported before the removal men leave your home.     

    l) Long distance moves:
        If you are moving long distance we are not responsible for any extra charges you may incur such as bed and breakfast, child care, Loss of wages or any other monies lost as some moves can go into two or more days;

    m) Neither myself or any member of staff from MVM removal services cannot sign an inventory to attest what is inside each box (unless We packed that box).

    15. MOVING CONDITIONS
    a) Dismantling of furniture: If  you  require furniture to be dismantled we will do this provided you advise us what is to be dismantled in advance, we will not dismantle anything we feel will cause damage to any furniture unless explicitly told to do so.
    For moves which have been given a set price  we will make a charge of £45 per hour on top of the agreed set price if you do not advise us of this from the onset. 

    b) Dangerous removals: Once a quote has been given we have the  right to visit and inspect either properties at any time, we have the right to refuse or stop work at any time if we feel the work you have asked us to do may endanger life in any way, this includes moves that are part finished, you will be solely responsible for moving the remainder of your goods under these circumstances and pay any additional costs if a third party is used, you will also be liable to pay any outstanding monies as explained in our payment terms and conditions.

  • c) Pianos and heavy objects: If your move includes a piano or other heavy object we need to be told well in advance especially if there are stairs involved, we may have to charge you extra for recruiting extra staff at short notice as extra men may be needed;

    d) Assistance with removals: It is not advisable for customers to help with loading or unloading at any time of the move, we cannot be held liable for any injury caused to any persons whatsoever if this condition is not adhered to, we  will not be liable
    for any damage done to your belongings under these circumstances.

    e) Access problems: If we cannot move a piece of furniture due to alterations to your property it is your responsibility to hire a third party to make any necessary adjustments to allow us to move your furniture or any other item. We will not move anything if the access is extremely awkward or dangerous if we feel damage will be caused to your property unless you explicitly tell us to do so, we will however advise against anything that could damage your property, we cannot be held liable if damage is caused under these circumstances.

    It is your responsibility to ensure heavy and awkward furniture is flat packed whenever possible (if your furniture was flat packed when you purchased it then please ensure it is flat packed for our staff). Boxes should not be more than 25 kilos, we may  refuse to lift boxes heavier than this weight as damage or injury may occur. It is essential that you disclose any information regarding stairs, awkward access, or long walks to the van etc, failure to do so may result in extra been charged at the end of your move. Please make sure the access into your new property can accommodate your property, we are not responsible for any items that will not fit into your new home. 

    f)   Children: Please ensure children and pets are kept well away during your move as injury can occur, this is your responsibility.

    g)   Delicate items: You must tell us in advance if you have any delicate items as this may require special packing failure to do so may invalidate your insurance if you have purchased this from us.

  • 16.   OVERSEAS MOVES
    The terms and conditions in this document apply to overseas moves however please take note of the following terms and conditions for moves abroad.    

    a) Drugs and illegal items:
    By signing these terms and conditions you agree that the items we move on your behalf are free from drugs, arms, or any other illegal items, (illegal items refers to and includes any items which may be legal in the UK but not legal in any country we are going to or passing through), it is your responsibility to find out if your possessions are legal or not. This contract will be
    terminated immediately if you (the customer) breach this condition.
    b) Identification:
    We will require either a copy of your passport or we need to see your passport and make a note of your passport
    number before we leave the country.  
    c) Communication:
    It is essential that you provide a means of communication such as a phone,  mobile, sms, fax, or e-mail, we are not responsible for delays in your move due to lack of communication.   

    c) Address:
    It is your responsibility to inform us of any access problems such as narrow lanes, or your address not been on the map, we may charge extra if delays result from any lack of information you should have provided us from the beginning.

    e) Delays:
    Overseas moves are can be especially complicated, we will be stopped regularly the van may even have to be unloaded then reloaded, we may have to travel thousands of miles, if we are using a 7.5 tonne vehicle we will have to comply with the tachograph laws for each country because of these potential problems we can NEVER give you an exact time of arrival only an estimated time of arrival.

    17. GENERAL

    a) Assaults on staff:
    Assaults on any member of staff or property will not be tolerated, assaults will be dealt with to the fullest extent of the Law. Our staff have the right to work in a safe and none abusive environment if you or family members are physically or verbally abusive we have the right to refuse to work until the offending party has been removed (by whatever means necessary) from the premises, we will still charge the set hourly rate until we feel it is safe to continue.


    b) V.A.T:
    All prices quoted exclude V.A.T you should make sure you have sufficient funds to pay this, this is currently set at 20% this will be applied on top of the quote we have given you.

    c) Packaging materials:
    We provide free boxes if we do the packing for you and the move is a full house, however if you pack these boxes or help with any packing On the day we will charge you for how many boxes you used yourself.

    d) Van problems:
    In the event of our vehicle(s) breaking down on your move or while we are mobile we will inform you of this and endeavour to repair, hire, or replace the van as soon as possible, if this happens and you are paying an hourly rate we will suspend the hourly rate until the replacement van is available and on site, we cannot offer discounts for delays because of this however. If a replacement van cannot be found we will subcontract this move to another firm. Because of these rare unforeseen circumstances we cannot guarantee to move you on a set day or time. If we cannot continue your move we will give you back your deposit in full.

    e) Damage to vehicles:
    If our van(s) are damaged due to access difficulties at your premises or on route to your premises we will charge you for this damage unless the damage is our fault and or could have been avoided.

    f) Storage:
    We will normally store your belongings (if you request storage) with a reputable storage company in your area or in the area you have requested, once we have unloaded our terms and conditions will cease and the storage companies terms and conditions will come into force.

    g) Delays:
    Occasionally we may be late, sometimes this is unavoidable due to traffic, staffing problems, road works etc, if we are running late or are having difficulty finding your home we will liaise directly with you, we cannot offer discounts under these conditions however. We will endeavour to move you in the shortest time possible using one or two vehicles. You should
    inform us of your property size and the amount of goods to be moved to assist us. If necessary we will make subsequent trips until the move is complete.

    h) Staff:
    We will normally supply two men on any full house removal (excluding part loads) unless you state otherwise, additional men are charged from £15 to £25 per hour depending on the area you live in. If a member of staff from Phoenix House Clearances becomes ill on your move we will find a replacement as soon as possible, if you are paying an hourly rate we will suspend the hourly rate until a replacement is found. We cannot be held liable for delays in your move because of this.

    i) Breaks:
    We may take a meal break if we anticipate the move taking more than 6 hours or the move is a particularly strenuous one. The hourly rate will be suspended for the duration of the break.

    j) Medication:
    Please ensure you do not pack any important medications (or other essential items) that you may need at short notice that we load onto the vehicle, we are not responsible for illness or death caused under these conditions.

     

    PART LOADS

    Although part loads are similar to house removals in many ways they are different so please read these terms and conditions which are specific to part loads.

    Loading options:

    If you have booked a part load this will normally involve one man unless there are heavy items involved or you request two men (this will be at an additional cost) it is not advisable for you to help with loading or unloading as we are not covered for injuries caused to third parties, by signing these terms and conditions you fully understand that. It is down to you to disclose information regarding what you need moving and weather you require two men.

    Loading & unloading:

    Flexible pickup and drop of times are also essential, if you need a part load picked up or dropped of for an exact time or date we have the right to charge extra for this, in extreme cases you may have to wait up to six weeks before we can deliver your part load if you live in a remote region, alternatively we will subcontract this part load to another company if we do this additional terms and conditions may apply.

    Part load cubic metre estimates:

    If you add items or the part load is more than you said it was after we have given you a price when we arrive at your home we will charge extra for this, you should always work out your part load capacity in cubic metres, as a guide an average sized fridge is roughly one cubic metre. A part load should not take more than one hour to either load or unload, if it takes longer than one hour for whatever reason we will charge an additional £45 per hour.

    Access and delivery:

    If the access at either properties involves long walks to the van or flights of stairs we have the right to charge extra for this or any other unreasonable delays in dropping your part load off. The price we quote is ground floor to ground floor only. If you cannot take delivery of your goods at a reasonable time of day after we have picked up your items we may charge a handling fee of £45 plus additional storage costs in some cases.

    As we may have to unload and reload the van in order to give you the best possible price your part load will be taken to your destination with other part loads on the vehicle, if a customer pulls out you may have to wait until this space is replaced with another part load, if this happens we will inform you. You will also have the option of having your part load delivered as a dedicated delivery for an additional fee in these circumstances.

    Delivery times:

    Because of the nature of the work we do it is impossible to give you an exact time of arrival or delivery, however we will endeavour to give you a morning, afternoon, or evening pickup or delivery.

     

    Call us today on FREEPHONE 0800 234 3103 or you can contact us here or download these terms and conditions.

                                                  

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