Terms & Conditions of Service

These Terms & Conditions apply to removal, man-and-van, packing and associated services supplied by All Around Removals LTD (“AAR”, “we”, “us” or “our”).

By confirming a booking and paying the required booking payment, the customer confirms that they have been provided with these Terms & Conditions, have had the opportunity to read them, and agree to them.

Nothing in these Terms & Conditions affects the customer’s statutory rights.

A booking is confirmed once:

• • We have received the information reasonably required to assess the move;
• • The customer has agreed the service, vehicle(s), number of movers and applicable rate or quotation;
• • The required booking payment has been received; and
• • The booking has been confirmed by AAR.

The customer is responsible for providing accurate information regarding:

• • The inventory and approximate volume of goods;
• • Collection and delivery addresses;
• • Property access;
• • Floors, stairs and lifts;
• • Parking restrictions and carrying distances;
• • Items requiring dismantling or reassembly;
• • Particularly heavy, large, fragile, valuable or specialist items; and
• • Any other circumstances that could materially affect the move.

We may request an inventory, photographs, video walkthrough, video survey or in-person survey before providing an estimate.

Qualifying moves within Bristol City may be booked using our hourly pricing.

AAR is not currently VAT registered and no VAT is added to the prices shown.

The applicable minimum booking charge is payable even where the work is completed in less than the minimum booking period.

Once the minimum booking period has been exceeded, additional time is charged in 15-minute increments.

The standard Bristol City hourly removal rate includes:

• • The agreed vehicle;
• • The agreed number of movers;
• • Fuel for the journey forming part of the move within the applicable Bristol City service area;
• • Standard removal blankets and normal protective moving equipment;
• • Goods in Transit/Freight Liability insurance, subject to the applicable policy terms; and
• • Public Liability insurance, subject to the applicable policy terms.

The hourly removal rate does not include:

• • Packing services;
• • Packing materials;
• • Dismantling or reassembly;
• • Clearance or disposal;
• • Specialist moving services;
• • Specialist equipment;
• • Pianos, safes or unusually heavy/difficult items;
• • Parking charges;
• • Clean Air Zone charges where applicable;
• • Tolls or other job-specific road charges; or
• • Any other additional service not expressly included in the booking.

For hourly removal bookings, chargeable time begins when our team arrives at the agreed collection address.

Chargeable time continues throughout:

• • Loading;
• • Travel between collection and delivery addresses;
• • Unloading;
• • Agreed additional collection or delivery stops;
• • Waiting time;
• • Dismantling or reassembly where booked;
• • Customer-requested additional work; and
• • Any other agreed work performed before completion.

For qualifying Bristol City hourly bookings, travel from AAR to the first collection address and the team’s return journey after completion are not charged.

The applicable minimum booking period always applies.

After the minimum booking period, time is calculated in 15-minute increments.

Before booking, AAR may provide an estimated number of hours based on the inventory, survey, photographs, video walkthrough and/or information supplied by the customer.

An estimated duration is an estimate only and is not a fixed-price quotation.

The final labour charge for an hourly booking is based on the actual chargeable time, subject to the applicable minimum booking period.

If the move takes less time than estimated, the customer pays for the actual chargeable time, subject to the minimum booking.

If the move takes longer than estimated, the customer pays for the additional chargeable time at the agreed hourly rate.

More items, difficult access, longer carrying distances, waiting, additional work or other circumstances that increase the time required will naturally increase the final chargeable time.

AAR will recommend the vehicle size and number of movers we reasonably consider suitable based on the information supplied by the customer.

The agreed vehicle and team arrangement will be confirmed before booking.

If the customer chooses a smaller vehicle or fewer movers than recommended, the customer accepts that:

• • The move may take longer;
• • Additional journeys may be required; and
• • Certain items may not be safely movable using the selected resources.

Any additional time remains chargeable at the agreed hourly rate.

AAR will not require any team member to carry out a lift or task they reasonably consider unsafe.

Where a customer books one mover and one van, the customer must provide suitable assistance with items that reasonably require two people due to their size, shape, volume and/or weight.

If suitable assistance is not available, the mover may be unable to move those items.

Where an item is considered too heavy, unsafe or unsuitable for two people to carry safely, the driver/team leader has the authority to refuse to move that item on health and safety grounds.

The team will proceed with the remainder of the move where reasonably possible.

Unless packing or dismantling services have been agreed, all goods must be appropriately packed and ready for removal when the team arrives.

Furniture requiring dismantling should be dismantled unless AAR’s dismantling service has been booked.

If the customer is not ready when the team arrives, the team may wait or assist where agreed.

The hourly clock continues while the team and vehicle remain allocated to the customer’s booking.

Dismantling and/or reassembly is an additional service charged at £30 per item.

The £30 charge applies whether the customer requires:

• • Dismantling only;
• • Reassembly only; or
• • Both dismantling and reassembly of the same item.

Where both dismantling and reassembly of the same item are required, the total service charge remains £30 for that item.

Time spent dismantling and/or reassembling remains part of the normal chargeable moving time.

AAR may refuse to dismantle or reassemble an item where doing so would be unsafe or where its design, construction or existing condition creates an unreasonable risk of damage.

Professional packing is a separate service.

Minimum booking: 3 hours.

After the minimum booking period, additional packing time is charged in 15-minute increments.

Packing materials are charged separately at the prices agreed with the customer.

Where AAR professionally packs goods, AAR is responsible for exercising reasonable care and skill when packing and handling those goods.

Where goods have been packed by the customer or another third party, the customer is responsible for ensuring suitable packing materials and adequate protection have been used.

AAR is not responsible for damage caused by inadequate or unsuitable customer packing. This does not exclude responsibility for damage caused by AAR failing to exercise reasonable care and skill.

The advertised Bristol City hourly rates do not automatically apply to moves outside the applicable Bristol City pricing area.

Moves involving addresses outside that area will be individually assessed and quoted.

The quotation may take account of:

• • Distance;
• • Travel time;
• • Vehicle requirements;
• • Number of movers;
• • Volume;
• • Access;
• • Expected labour;
• • Packing or dismantling requirements;
• • Specialist items;
• • Road charges; and
• • Other circumstances relevant to the move.

The applicable price and scope of service will be confirmed before the booking is accepted.

For hourly bookings, AAR will estimate the likely duration of the move based on the information available.

The estimated labour total is calculated using:

• • The agreed vehicle;
• • The agreed number of movers;
• • The applicable hourly rate; and
• • The estimated number of hours.

A booking payment equal to 50% of the estimated labour total is normally required to secure the booking.

The booking payment is an advance payment and is credited against the final bill.

The booking payment does not convert an hourly estimate into a fixed-price quotation.

At completion, AAR will calculate:

• • Actual chargeable time;
• • Agreed additional services;
• • Dismantling/reassembly charges;
• • Packing materials where applicable;
• • Parking, Clean Air Zone, toll or other agreed job-specific charges; and
• • Any other charges agreed with the customer.

The advance booking payment will then be deducted from the final total.

If the final total is greater than the advance payment, the remaining balance is due immediately upon completion of the move and before the team leaves the final destination.

Cash payment is greatly appreciated. Bank transfer is also accepted.

Where payment is made by bank transfer, payment must be arranged promptly upon completion.

For the purpose of this section, a “working day” means Monday to Friday, excluding bank and public holidays in England.

Where the customer cancels 7 working days or more before the booked moving date, 30% of the booking payment will be refunded and the remaining 70% may be retained toward losses resulting from the cancellation.

Where the customer cancels with less than 7 working days’ notice, AAR may retain the booking payment toward losses resulting from the cancellation.

Any amount retained remains subject to applicable consumer law, including requirements concerning fairness and proportionality.

Nothing in this section removes any statutory cancellation rights applicable to the customer’s contract. Where the booking was made online, by telephone or otherwise at a distance, please also see section 16.

Requests to change a booked moving date are subject to AAR availability.

Where the customer requests rescheduling 3 working days or more before the booked date, a rescheduling charge equal to 50% of the original booking payment is required to reserve the replacement date.

Where the customer requests rescheduling with less than 3 working days’ notice, a rescheduling charge equal to 100% of the original booking payment is required to reserve the replacement date.

Any replacement date must be expressly confirmed by AAR.

If AAR cannot accommodate the requested replacement date, 50% of the original booking payment will be refunded, subject to applicable consumer law and statutory rights.

Where a customer books online, by telephone or otherwise at a distance, or enters into an off-premises contract, statutory cancellation rights may apply.

Where the customer asks AAR to begin providing services during an applicable statutory cancellation period, AAR may require the appropriate express request and acknowledgement before work begins.

Nothing in these Terms & Conditions limits statutory cancellation rights that cannot lawfully be excluded.

AAR and the customer will agree an intended start time.

A tolerance of up to 15 minutes before or after the agreed start time applies.

Where we become aware that the team is likely to arrive more than 15 minutes early or more than 15 minutes late, we will contact the customer as soon as reasonably practicable.

Traffic, road incidents, weather, vehicle problems, delays on previous work and other circumstances outside reasonable control may affect arrival times.

Waiting time forms part of chargeable moving time whenever the team and vehicle remain allocated to the customer’s booking.

This includes waiting caused by:

• • Keys not being available;
• • Property access;
• • Customer preparation;
• • Estate agents, landlords or third parties;
• • Lifts;
• • Parking/access arrangements;
• • Completion or key-release delays; or
• • Other circumstances preventing the team from continuing the agreed work.

The customer is fully responsible for arranging suitable parking as close as reasonably possible to the collection and delivery entrances and for obtaining any necessary permits or permissions.

If suitable close parking has not been arranged, AAR will use the nearest reasonably available lawful parking location.

Any additional carrying/walking time resulting from the parking distance forms part of the chargeable moving time.

Applicable parking costs incurred specifically for the customer’s move are payable by the customer.

The customer must disclose relevant access conditions, including:

• • Stairs;
• • Floors;
• • Lifts;
• • Long carrying distances;
• • Narrow entrances;
• • Restricted roads;
• • Low bridges;
• • Difficult vehicle access; and
• • Other material access restrictions.

Access difficulties that slow the removal naturally increase the time required and therefore may increase the final chargeable amount.

Where the vehicle used for the customer’s booking incurs a Clean Air Zone charge because the vehicle is not exempt from the applicable zone, that charge is payable by the customer.

Any tolls, ferry charges or similar job-specific road charges required to complete the agreed journey are also payable by the customer.

Where reasonably foreseeable, these charges will be discussed with the customer.

AAR will not intentionally incur an avoidable parking penalty merely because a customer offers to pay it.

Removal work is physically demanding and reasonable recovery periods are required for health and safety.

For normal work involving ground-floor and first-floor access, the team may take approximately 5 minutes of recovery time per hour.

For work involving second-floor access or above, the team may take approximately 5 minutes of recovery time per 30 minutes where reasonably required due to the increased physical demands.

These short manual-handling recovery periods form part of chargeable working time.

AAR will not unnecessarily prolong a booking through unreasonable breaks.

For hourly bookings, additional goods normally result in additional chargeable time rather than an automatic per-item surcharge.

The move requires the time reasonably necessary to complete the work.

Where changed circumstances require resources that were not booked, such as another vehicle, additional personnel, specialist equipment or a specialist service, availability and any additional charge will be discussed with the customer before that additional resource is supplied wherever reasonably practicable.

Customers must disclose before booking any unusually heavy, large, fragile, valuable or specialist item that may require particular handling, protection, manpower, equipment or arrangements.

Examples may include:

• • Pianos;
• • Safes;
• • Machinery;
• • Extremely heavy furniture;
• • Oversized goods;
• • Antiques;
• • Artwork;
• • Particularly fragile goods; and
• • Items requiring specialist lifting equipment or techniques.

Such items may be priced separately.

AAR may refuse to move an undisclosed specialist or unusually heavy item where appropriate equipment, personnel or safe working conditions are not available.

There is no general £500-per-item disclosure limit.

However, customers must disclose unusually valuable goods, particularly where the value of an individual item or the combined value of goods being carried may approach the applicable insurance limit.

This allows AAR to consider the appropriate handling arrangements and, where necessary, check the applicable insurance position before accepting the booking.

The customer should provide an accurate description and reasonable value of particularly valuable goods when requested.

Customers should personally transport:

• • Cash and currency;
• • Jewellery;
• • Important personal, financial or legal documents; and
• • Other small items of exceptional value that can reasonably be transported personally.

Where reasonably possible, irreplaceable items of significant sentimental value should also be transported personally by the customer.

AAR cannot compensate for emotional or sentimental value beyond any legally recoverable or insured financial value.

AAR maintains Freight Liability/Goods in Transit insurance for its insured removal vehicles.

Current cover provides up to £20,000 per insured vehicle, subject to the terms, conditions, limits and exclusions of the applicable insurance policy.

The cover is intended to protect customers’ goods while they are in AAR’s care during the removal service, from commencement of the work at the collection address through to completion at the delivery address, subject to the applicable insurance policy.

The £20,000 figure represents an insurance limit and does not constitute a guaranteed payment for any individual loss or claim.

Where the value of goods may approach or exceed the applicable insurance limit, the customer should inform AAR before booking so that the position can be considered before the move.

AAR will exercise reasonable care and skill when handling customers’ belongings.

Any damage should be reported as soon as reasonably possible.

Customers wishing to make a damage claim should notify AAR no later than the end of the calendar day following completion of the move where the damage could reasonably have been discovered within that period.

Customers should provide photographs, details of the affected item and any other information reasonably required to investigate the matter.

This reporting requirement does not remove statutory rights that cannot lawfully be restricted.

Where AAR accepts responsibility for accidental damage and the agreed compensable amount is £250 or less, AAR will deal with the matter directly under its Same-Day Compensation Guarantee.

Once responsibility and the compensation amount have been agreed for an eligible claim of £250 or less, payment will be made on the same day.

Where a damage claim exceeds £250, AAR may refer/report the matter through the applicable Freight Liability/Goods in Transit insurance process and will reasonably cooperate with the claims process.

Insurance claims remain subject to the applicable insurer’s policy terms, evidence requirements, assessment and acceptance.

Where goods are packed by the customer or another third party, the customer is responsible for ensuring suitable packing materials and adequate protection have been used.

AAR is not responsible for damage caused by inadequate, unsuitable or insufficient customer packing.

Fragile goods including televisions, monitors, mirrors, pictures, glassware and similar items should be appropriately protected for transport.

This does not exclude AAR’s responsibility where damage results from AAR failing to exercise reasonable care and skill.

AAR maintains Public Liability insurance.

Cover is subject to the terms, conditions, limits and exclusions of the applicable insurance policy.

Customers may request confirmation of applicable insurance arrangements where reasonably required before booking.

The customer must ensure that somebody authorised to provide access is available at the agreed collection address.

If nobody responds to reasonable attempts to make contact by telephone, message and at the property, AAR will wait for a maximum of 15 minutes.

If access still cannot be obtained and no contact can be established, the booking may be treated as a customer no-show.

The customer will be responsible for arranging and paying for a new booking if the service is still required, subject to availability.

Treatment of any advance payment remains subject to applicable consumer law.

AAR may refuse to begin or may stop work where continuing would create a genuine health, safety or legal risk.

Examples include:

• • Hazardous materials;
• • Unsafe lifting conditions;
• • Unsafe property access;
• • Structural hazards;
• • Infestations;
• • Animal or human waste;
• • Needles or dangerous waste;
• • Severely unhygienic conditions;
• • Aggressive or unsecured animals;
• • Undisclosed items requiring specialist equipment;
• • Illegal goods; or
• • Any other circumstance creating a material health or safety risk.

Where reasonably possible, AAR will explain the reason for refusing or stopping work.

AAR personnel have final authority over whether a particular manual-handling task can be performed safely.

Customers must inform AAR of animals that may affect access or safe performance of the move.

Pets must be safely secured where necessary while removal work is taking place to protect the animal, customer and removal team.

AAR expects its team to treat customers and their property professionally and respectfully.

Customers and other persons present at the property are expected to treat AAR personnel with the same basic standard of respect.

AAR may stop work in cases involving serious abuse, threats, violence, harassment or circumstances creating a genuine risk to personnel.

At the end of the move, the customer will be given the opportunity to check the vehicle(s) and confirm that all agreed goods have been unloaded.

The chargeable moving time ends when the agreed work has been completed and the customer confirms that the vehicle(s) are clear.

If the customer requests additional work before releasing the team, chargeable time continues until that work is completed.

Customers should raise any immediately apparent missing item or concern before releasing the team wherever reasonably possible.

If AAR is unable to provide the booked service for reasons within our responsibility, we will seek to offer a reasonable alternative where possible.

If no reasonable alternative can be agreed and AAR cannot provide the booked service, amounts paid for services that will not be provided will be refunded as required by applicable law.

Nothing in these Terms limits any further statutory remedy to which the customer may be entitled.

AAR will perform its services with reasonable care and skill.

Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence.

Nothing in these Terms & Conditions removes or reduces rights available to consumers under applicable UK consumer law.

Customers should contact AAR as soon as reasonably possible regarding booking changes, cancellations, access issues, damage claims or other matters relating to their booking.