Effective Date: 20.12.2024
Welcome to Volume Shifters Ltd (“we,” “us,” or “our”). By accessing or using our services, you agree to comply with and be bound by the following terms and conditions (“Terms”). Please read them carefully.
1. Definitions and Interpretation
1.1 Client: The individual or entity requesting services from Volume Shifters Ltd.
1.2 Services: The removal, packing, transportation, and storage services provided by Volume Shifters Ltd.
1.3 Agreement: The contract between Volume Shifters Ltd and the Client for the provision of Services, incorporating these Terms.
1.4 Goods: The items being transported or stored as part of the Services.
2. Services Provided
2.1 Scope of Services: We provide professional removal, transportation, packing, and storage services as detailed on our website or agreed upon in writing.
2.2 Availability: Services are subject to availability and confirmation at the time of booking.
2.3 Exclusions: The following services are excluded unless specifically agreed upon:
- Dismantling or assembling furniture.
- Disposal of unwanted items.
- Transporting hazardous or prohibited items.
3. Quotations and Estimates
3.1 Validity of Quotations
All quotations provided by Volume Shifters Ltd are valid for 30 days from the date of issue unless otherwise specified. After this period, we reserve the right to revise the quotation to reflect changes in costs, availability, or other factors beyond our control.
3.2 Basis of Quotation
Quotations are provided based on the information supplied by the Client at the time of inquiry. It is the Client’s responsibility to ensure that the information is accurate and complete. The quotation includes the following details:
- The volume and type of items to be moved.
- The locations for collection and delivery.
- The services requested, such as packing, unpacking, or storage.
- Any specific requirements or special handling needs.
The quotation does not include additional services or adjustments that may arise if the actual scope of work differs from the information provided.
3.3 Conditions for Additional Charges
The following conditions may result in additional charges:
- Inaccurate Information: If the Client has provided incomplete or inaccurate details about the items, access, or logistics.
- Additional Items or Services: If items not originally included in the quotation are added or additional services are requested.
- Access Restrictions: If the property has restricted access requiring additional effort, such as:
- Narrow hallways or doorways that require disassembly of furniture.
- Stairs, elevators, or steep driveways that add to loading/unloading time.
- Parking restrictions requiring our team to park more than 20 meters from the property.
- Delays or Waiting Time: If the move is delayed due to factors such as the unavailability of keys, client lateness, or incomplete preparations, waiting time will be charged at £25 per person per hour.
- Extended Hours: If the service extends beyond 6:00 PM, additional charges of £25 per person per hour will apply.
- Extra Costs Incurred: Parking fees, tolls, congestion charges, or other similar costs will be added to the final invoice.
3.4 Non-Transportable Items
Certain items are excluded from the quotation unless explicitly agreed upon in writing. These include:
- Hazardous materials (e.g., flammable liquids, chemicals).
- Items requiring specialist equipment or additional manpower.
- Goods prohibited by law or regulations.
3.5 Site Visit for Accurate Quotation
In cases where the size or complexity of the move requires further assessment, we may arrange a site visit to provide a more accurate quotation. This will ensure a precise understanding of the Client’s requirements and avoid unexpected charges.
3.6 Acceptance of Quotation
Quotations must be accepted in writing or electronically via email. By accepting the quotation, the Client confirms their understanding of and agreement to these Terms and Conditions. Upon acceptance, a deposit payment may be required to secure the booking.
3.7 Amendments to Quotations
If amendments to the booking are requested by the Client after the quotation is issued, we reserve the right to adjust the price accordingly. Changes to the scope of services, timing, or other relevant factors may result in a revised quotation.
3.8 Exclusions from Quotations
Unless explicitly stated, the quotation does not include the following:
- The cost of dismantling or reassembling furniture.
- Disposal of unwanted items.
- Storage services beyond the agreed time frame.
- Insurance cover beyond the standard liability.
3.9 Confirmation and Deposit
A booking is confirmed upon receipt of written acceptance and payment of the required deposit (if applicable). The deposit amount will be specified in the quotation and is typically 20% of the total service cost.
3.10 Errors or Omissions
In the event of typographical errors or omissions in the quotation, we reserve the right to correct them and issue an amended version. The Client will be notified of any changes promptly.
4. Booking Confirmation
4.1 A booking is confirmed when we receive written acceptance of the quotation and any required deposit payment.
4.2 We reserve the right to decline bookings based on availability or unforeseen circumstances.
5. Payment Terms
5.1 Payment Methods
Payment for services must be made using one of the following methods:
- Credit/Debit Card
- Bank Transfer
- Online Payment through a secure gateway (details provided upon request)
- Cash payments, by prior arrangement only
All payment details will be confirmed in your booking confirmation.
5.2 Deposit
A deposit of 20% of the total service cost is required to secure the booking. This deposit is non-refundable except as outlined in the Cancellation Policy.
5.3 Final Payment
The remaining balance is due upon completion of the service unless otherwise agreed in writing. If payment is not received immediately upon completion, the following will apply:
- An initial late payment charge of 5% of the total invoice amount.
- Additional interest at a rate of 2% per month on the outstanding balance until payment is made in full.
5.4 Invoices
Invoices will be provided upon request and must be settled according to the agreed payment terms. Failure to settle invoices promptly may result in legal action to recover unpaid amounts.
5.5 Additional Charges
Any additional charges incurred during the service (e.g., for extra items, waiting time, or additional services requested) will be added to the final invoice and must be paid in full before completion of the service.
5.6 Refund Policy
Refunds for payments already made will only be issued under the following circumstances:
Overpayment by the Client, verified by both parties.
Refunds will not be issued for deposits or payments for services that were completed as per the Agreement.
Cancellation by Volume Shifters Ltd due to unforeseen circumstances.
6. Cancellations and Amendments
6.1 Cancellation by Client
Cancellations must be submitted in writing via email or post. The following fees apply based on the notice period provided:
- More than 14 days before the move: 10% of the total service cost.
- Between 7 and 14 days before the move: 25% of the total service cost.
- Less than 7 days before the move: 50% of the total service cost.
- On the day of the move or after our team arrives: 100% of the total service cost.
6.2 Amendments by Client
Amendments to the booking must be communicated at least 7 days in advance. Changes are subject to availability and may incur additional charges, especially if they require additional resources or a new schedule.
6.3 Cancellation by Volume Shifters Ltd
We reserve the right to cancel the booking in unforeseen circumstances, such as:
- Unsafe working conditions at the property.
- Non-payment of deposit or outstanding amounts prior to the move.
- Events outside of our control, such as extreme weather or public disturbances.
If we cancel, we will provide a full refund of payments made or offer a reschedule at no additional cost.
6.4 Force Majeure
We are not liable for delays or cancellations caused by events beyond our control, including natural disasters, strikes, road closures, or emergencies.
7. Client Responsibilities
7.1 Accurate Information
The Client must ensure all details provided about the move, including the size and weight of items, access requirements, and special handling needs, are accurate. Any discrepancies may result in additional charges or delays.
7.2 Packing
The Client is responsible for adequately packing all items unless packing services have been booked. Fragile or valuable items must be packed securely to prevent damage during transit.
7.3 Parking and Access
The Client must secure parking permits or arrange suitable access at both the pickup and delivery locations. Additional fees may apply if our vehicles cannot park within 20 meters of the property.
7.4 Prohibited and Restricted Items
The Client must not include the following in the move:
- Hazardous materials (e.g., explosives, flammable liquids, toxic substances).
- Illegal items or contraband.
- Perishable goods or live animals unless otherwise agreed in advance.
7.5 Delays Caused by the Client
If delays occur due to the Client’s actions (e.g., failure to disassemble furniture, late access to keys), additional charges may be incurred.
7.6 Supervision of the Move
The Client must be present or designate an authorized representative during the move to supervise and provide instructions when necessary.
8. Prohibited and Restricted Items
8.1 The following items will not be transported:
- Hazardous materials, including explosives, flammable liquids, and toxic substances.
- Illegal items or contraband.
- Perishable goods or live animals, unless explicitly agreed upon in advance.
9. Liability and Insurance
9.1 Our Liability
We are liable for loss or damage to your goods only if it is proven to be caused by our negligence or willful misconduct. Liability is subject to the following conditions:
- Goods must be listed on the inventory provided by the Client or agreed upon during the booking process.
- Damage or loss must be reported immediately upon completion of the service or within 7 days for items stored.
9.2 Limitations of Liability
Our liability for any single item is limited to a maximum of £50,000, unless additional insurance cover has been arranged. We are not liable for:
- Damage caused by improper packing, unless packing services were provided by Volume Shifters Ltd.
- Loss of sentimental or monetary value beyond the item’s replacement cost.
- Damage to items that were pre-existing, fragile, or of a hazardous nature.
- Delays caused by events outside of our control, such as traffic, weather, or unforeseen road closures.
9.3 Exclusions
We accept no liability for the following:
- Jewelry, cash, important documents, or other high-value items unless specifically declared and insured prior to the move.
- Loss or damage caused by natural disasters, war, riots, or other force majeure events.
- Damage to electrical appliances unless proven to be caused by mishandling during transit.
9.4 Insurance Coverage
All moves are covered by our basic insurance, which includes:
- Loss or damage to goods up to £50,000.
- Fire and theft protection during transit.
Additional insurance coverage can be arranged upon request at an extra cost. Clients are advised to inform us of high-value items requiring additional coverage at least 5 days prior to the move.
9.5 Claims Process
If you wish to make a claim for loss or damage, the following steps must be taken:
- Notify us in writing within 7 days of the completion of the service.
- Provide photographic evidence and a detailed description of the damage or loss.
- Allow our team reasonable access to investigate and verify the claim.
We aim to resolve claims within 14 days, but resolution times may vary depending on the complexity of the claim.
9.6 Third-Party Liability
If we subcontract any part of the service, we ensure that all subcontractors adhere to the same liability and insurance standards as Volume Shifters Ltd. However, liability for loss or damage caused by third-party subcontractors may be limited to their specific terms of service.
10. Delays and Unforeseen Circumstances
10.1 We are not liable for delays caused by factors beyond our control, such as traffic, weather, or road closures.
10.2 Additional charges may apply for waiting time caused by delays on the Client’s part, such as unavailable keys or incomplete preparations.
11. Complaints and Disputes
11.1 Complaints must be submitted in writing within 7 days of service completion.
11.2 Both parties agree to resolve disputes through negotiation or mediation before pursuing legal action.
12. Use of Subcontractors
12.1 We reserve the right to subcontract Services, ensuring that subcontractors meet our quality and safety standards.
13. Storage Services
13.1 Storage services are subject to availability and must be arranged in advance.
13.2 Fees for storage are charged monthly and must be paid in advance.
13.3 Goods in storage are covered by basic insurance, with extended coverage available upon request.
14. Use of Website
14.1 By accessing our website, you agree to use it lawfully and in accordance with these Terms.
14.2 Content on the website, including text, graphics, and logos, is the intellectual property of Volume Shifters Ltd.
15. Privacy and Data Protection
15.1 We are committed to protecting your privacy. Please refer to our Privacy Policy for details on how we collect, use, and store your personal data.
16. Force Majeure
16.1 Volume Shifters Ltd is not liable for failure to perform Services due to events beyond our control, including natural disasters, strikes, or government actions.
17. Amendments to Terms and Conditions
17.1 We reserve the right to amend these Terms at any time.
17.2 Changes will be posted on our website, and continued use of our Services constitutes acceptance of the amended Terms.
18. Governing Law and Jurisdiction
18.1 These Terms are governed by the laws of England and Wales.
18.2 Disputes arising from these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Contact Information
For inquiries or complaints, please contact us at:
- Email: info@volumeshifters.co.uk
- Phone: 020 4520 2104
- Address: 145 Upper Tooting Road, Tooting Bec, SW17 7TR