Terms & Conditions
Making Your Deliveries Easy
•Removals•Relocations•Clearances•Waste
These Terms & Conditions apply to all services provided by DeliverEasyLtd (“we”, “us”, “our”). By requesting a quote, paying a deposit, confirming a booking, or allowing our team to begin work, you (“the customer”, “you”) agree to these Terms & Conditions in full.
If you do not agree with these Terms & Conditions, you must not book our services.
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1) Definitions
For the purpose of these Terms & Conditions:
• “Booking” means your confirmed job date and time, secured with a deposit.
• “Job” means the removal, relocation, clearance, transport and/or waste service agreed.
• “Goods / Items” means all belongings, furniture, equipment, appliances, waste or materials involved in the job.
• “Collection Address” means the pick-up location.
• “Delivery Address” means the drop-off location (or final destination).
• “Completion / Job Completion” means the point the agreed job is finished at the final location and you have had a reasonable opportunity to check your items and the property.
• “Working Time” means the time charged for the job as per Section 5.
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2) Our Services
DeliverEasyLtd provides removal and relocation services including (but not limited to):
• Light Removals
• Item Relocation
• Small & Large Item Moves
• Long Distance Moves
• Office Clearances
• House Clearances
• Storage Moves
• Waste Clearances
• White Goods Removals
• University Student Moves
Services are offered across London and throughout the UK, subject to staff and vehicle availability.
2.1 Service Standard
We will use reasonable care and skill in providing our services. However, all work is subject to access, safety and customer readiness.
2.2 Services NOT Included Unless Agreed in Writing
Unless agreed in writing prior to your booking, our service does not automatically include:
• packing/unpacking
• supply of packing materials
• disconnection/reconnection of appliances
• plumbing, gas or electrical work
• dismantling/reassembly of furniture
• moving items through unsafe spaces
• specialist lifting equipment (unless specifically booked)
• disposal of hazardous or restricted waste
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3) Quotes, Estimates & Pricing
3.1 Quotes are Based on Customer Information
All quotes are based on the details provided by the customer. The customer confirms the information provided is accurate, including:
• number of items
• item size/weight
• packing status
• collection/delivery addresses
• stairs/floors/lift access
• parking distance and restrictions
• access difficulties and walking distance
• waste type/volume (if applicable)
• any special handling requirements
3.2 Quotes are Subject to Change
Quotes may change if actual job conditions differ from the information provided, including (but not limited to):
• extra items added on the day
• additional labour required
• additional addresses or location changes
• restricted access / building rules
• long walking distances
• stairs/floors not disclosed
• lift failure or unavailable lifts
• delays caused by customer unpreparedness
• job taking longer due to factors not disclosed
• waste load larger than described
• prohibited waste discovered on-site
This may occur extra charges.
3.3 Fixed Quotes
Where a fixed quote has been agreed, it is only valid if the job matches the details originally given by the customer. If the job differs, DeliverEasyLtd may revise the price.
3.4 Price Adjustments
If additional charges apply on the day, the customer agrees these must be paid as part of the final balance.
Where additional charges apply, DeliverEasyLtd reserves the right to request payment of the adjusted total before continuing or completing the job.
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4) Booking Confirmation
A booking is only confirmed once:
1. DeliverEasyLtd has confirmed availability for the requested date/time.
2. The customer has confirmed all job details provided are accurate (including collection/delivery address, access details, and item list).
3. The required payment has been received & confirmed, as follows:
• For Item Relocation jobs: the full quoted amount must be paid in advance in cleared funds.
• For all other jobs: the required 20% deposit must be paid in cleared funds.
4. DeliverEasyLtd has acknowledged receipt of the required payment.
DeliverEasyLtd reserves the right to decline, delay, or cancel attendance if the required payment is not received and confirmed prior to the scheduled booking time.
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5) Time-Based Charges & Working Time
5.1 Estimated Times
All quoted times are estimates only.
5.2 When Time Starts
Time is charged from the earlier of:
• the agreed booking start time, or
• our arrival at the collection address.
5.3 When Time Ends
Time ends at Job Completion once unloading/clearance/disposal is completed at the final location.
5.4 Additional Time / Overtime
If the job runs beyond the booked or agreed time, additional time will be charged at £100.00 per hour.
5.5 Charging Increments
Additional time is charged in 30-minute increments (£50 per 30 minutes).
5.6 Waiting Time (Chargeable)
Waiting time is chargeable if caused by customer-related issues including (but not limited to):
• customer not ready
• no access / no keys / no response
• delays at concierge/security/building management
• lift booking not arranged
• parking unavailable
• items not packed or dismantled
• customer changing job details on-site
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6) Mileage Charges (Outside Greater London)
For journeys outside Greater London, a mileage charge of £0.90 per mile (return trip) applies unless agreed otherwise in writing.
Mileage is calculated based on the return journey from London (or our operational base) unless agreed otherwise.
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7) Congestion Charge, ULEZ, Clean Air Zones, Tolls & Road Fees
The customer is responsible for all charges incurred during the job, including (but not limited to):
• Congestion Charge
• ULEZ
• Clean Air Zone charges
• Toll roads
• Bridge charges
Where known in advance, these may be added to the quote. If incurred on the day, they will be added to the final balance.
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8) Deposits & Payments
8.1 Deposits (All Jobs Except Item Relocation)
A deposit of 20% of the total quoted price is required to secure a booking.
A booking is not confirmed until:
• the deposit has been received in cleared funds, and
• DeliverEasyLtd has acknowledged receipt of the deposit.
Deposits do not apply to Item Relocation jobs, which require full payment upfront as set out in Section 8.2.
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8.2 Item Relocation Jobs (Full Payment Upfront – No Deposit)
For Item Relocation services, no deposit is required.
Instead, the customer agrees that the full quoted amount must be paid in advance, and no later than 48 hours before the agreed booking time if book in advance, if making a booking on the day or within 24 hours of the confirmed date, then payment must be paid upfront, unless otherwise agreed in writing by DeliverEasyLtd. If payment has not been paid by 48 hours before the job, the job will be cancelled.
DeliverEasyLtd reserves the right to refuse to attend, delay the service, or cancel the booking if full payment has not been received in cleared funds prior to the job start time.
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8.3 Final Balance (All Other Jobs)
Unless agreed in advance in writing, for all jobs excluding Item Relocation, the remaining balance must be paid:
• immediately upon completion of the job, and
• before our team leaves the final job location.
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8.4 Payment Methods
Payment may be made by bank transfer, cash, or any other method agreed by DeliverEasyLtd.
All payments must be received in cleared funds before the service is carried out where upfront payment applies (including Item Relocation jobs).
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8.5 Non-Payment / Refusal to Pay
If payment is not made in full when due, DeliverEasyLtd reserves the right (where lawful and safe) to:
• stop or pause the job until payment is received
• refuse to unload goods at the final destination (where lawful)
• withhold completion of service until payment is made
• refuse future services
• pursue debt recovery and/or legal action
The customer may be liable for reasonable costs incurred in recovering unpaid balances where legally permissible.
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9) Cancellations, Late Cancellations & Rescheduling
9.1 Cancellation by Customer
• Cancellations more than 48 hours before the booking time qualify for a deposit refund (where a deposit has been paid).
• Cancellations within 48 hours of the booking time are considered late cancellations and the deposit is non-refundable.
9.1A Item Relocation Cancellations (Paid in Full Upfront)
For Item Relocation bookings (which require full payment upfront):
• Cancellations made more than 48 hours before the booking time may be eligible for a full refund, unless non-recoverable costs have already been incurred (for example tolls, parking costs, congestion/ULEZ charges, or special arrangements).
• Cancellations made within 48 hours of the booking time are considered a late cancellation and may result in the full payment being non-refundable, or a partial refund at DeliverEasyLtd’s discretion, depending on costs incurred and scheduling losses.
9.2 No-Show / No Access
If the customer is not present, cannot provide access, or does not respond within 30 minutes, DeliverEasyLtd may treat this as a late cancellation and the deposit is forfeited.
For Item Relocation bookings, a no-show or lack of access may result in the full payment being forfeited.
9.3 Rescheduling
Rescheduling is subject to availability.
• Rescheduling more than 48 hours before the booking may allow the deposit to be transferred (where applicable).
• Rescheduling within 48 hours may result in deposit forfeiture.
• A booking may only be rescheduled once per deposit unless agreed otherwise in writing.
For Item Relocation bookings, rescheduling requests are subject to availability and may be treated as a cancellation where less than 48 hours’ notice is given.
9.4 Cancellation by DeliverEasyLtd
In rare cases we may need to cancel or reschedule due to unforeseen circumstances such as vehicle breakdown, illness, or force majeure. Where possible, we will offer a new booking date/time. If we cannot provide the service, any deposit paid will be refunded.
For Item Relocation bookings, where full payment has been taken upfront, DeliverEasyLtd will refund the amount paid unless non-recoverable costs have already been incurred.
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10) Customer Responsibilities (Very Important)
The customer is responsible for ensuring the job can be completed safely, legally, and efficiently.
10.1 Items Must Be Ready
By the agreed booking start time, the customer must ensure:
• all items are packed, sealed and ready for transport
• fragile items are protected
• loose items are boxed or bagged
• nothing is left in a condition that prevents safe transport
If items are not ready, additional time charges apply.
10.2 Accurate Job Information
The customer must provide accurate details about:
• items
• stairs/floors/lifts
• access conditions
• parking availability & distance
• building restrictions
• waste type (if applicable)
If job conditions are materially different on arrival, additional charges may apply or the job may be refused.
10.3 Customer Presence
The customer (or an authorised representative aged 18+) must be present throughout the move, unless agreed otherwise in writing.
10.4 Final Check Before Departure
Before our team leaves the final location, the customer must take reasonable steps to:
• confirm all items have been unloaded/delivered
• confirm nothing has been left behind
• raise any immediate concerns
Failure to check items before our departure may reduce our ability to investigate later claims.
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11) Packing, Fragile Items & Transit Protection
11.1 Packing Standard Required
The customer is responsible for ensuring items are properly packed for transport.
11.2 Fragile and High-Risk Items
The customer must securely pack and protect fragile items including:
• glass, mirrors, ceramics
• TVs/monitors/screens
• electronics
• artwork
• ornaments
• lamps and shades
11.3 No Liability for Poor Packing
DeliverEasyLtd is not responsible for damage caused by insufficient or poor packing carried out by the customer.
11.4 Blankets, Straps and Protection
We may use blankets and straps for general protection; however, blankets and straps are not a substitute for proper protective packing.
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12) Furniture Dismantling, Assembly & Fit
12.1 Dismantling
Unless agreed in writing, all furniture must be dismantled before our arrival including (but not limited to):
• beds
• wardrobes
• large desks
• bulky units
12.2 Additional Charges
If dismantling is required and not disclosed during quotation, additional time and labour charges will apply.
12.3 Size & Fit Responsibility
The customer is responsible for ensuring:
• items can physically fit through doors, hallways and stairwells
• items can fit into the delivery property
DeliverEasyLtd is not responsible for removing doors/windows or structural alterations.
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13) Parking, Permits, Legal Access & Fines
The customer must ensure legal and suitable parking is available.
The customer is responsible for:
• parking permits
• pay-and-display charges
• loading bay booking fees
• private parking fees
If tickets/PCNs/fines occur due to inadequate parking arrangements, the customer must reimburse DeliverEasyLtd in full.
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14) Stairs, Floors, Lifts & Carrying Distance
The customer must disclose in advance:
• floor number
• stair access
• lift access (working and available)
• long carrying distance (including from parking to property)
Lift booking requirements are the customer’s responsibility.
Additional charges may apply where:
• access is more difficult than disclosed
• a lift fails or is unavailable
• carrying distance is significantly longer than described
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15) White Goods Removal Terms
All white goods must be:
• empty
• defrosted
• clean and dry
The customer must ensure appliances are disconnected, drained and secured unless agreed otherwise in writing.
DeliverEasyLtd does not reconnect appliances unless agreed in writing.
DeliverEasyLtd is not liable for leaks, odours, internal damage or contamination caused by improper preparation.
We reserve the right to refuse items not prepared correctly.
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16) Items We Will Not Transport
Unless agreed in writing, we do not transport:
• hazardous, flammable or explosive materials
• illegal or stolen goods
• perishable items
• cash, coins, money, jewellery, watches, deeds, passports, important documents or goods or collections of a similar kind.
• undisclosed high-value items
• any item considered unsafe for transport
We reserve the right to refuse any item we consider unsafe, unlawful or unsuitable.
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17) High-Value Items (Extra Protection Clause)
The customer must notify DeliverEasyLtd in advance if any single item is considered high-value, including (but not limited to):
• designer items
• large TVs
• computers/laptops
• antiques or collectibles
• artwork
• professional equipment
Unless agreed in writing, we do not accept responsibility for high-value items not disclosed prior to the booking.
Customers are strongly advised to transport valuables themselves where possible.
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18) Damage, Loss, Claims & Evidence
18.1 Duty of Care
We will take reasonable care when handling items.
18.2 Exclusions
We are not liable for damage caused by:
• poor packing by the customer
• pre-existing faults or damage
• unsuitable access or unsafe routes
• flat-pack/self-assembled furniture weakness unless due to proven negligence
18.3 Claims & Time Limits
All claims must:
• be submitted in writing
• be submitted within 24 hours of job completion
• include supporting evidence (photos/videos)
Claims outside this timeframe may not be considered.
18.4 Investigation
DeliverEasyLtd reserves the right to:
• request additional evidence
• inspect items where possible
• assess whether damage is consistent with transport-related handling
• refuse claims that cannot be reasonably supported
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19) Property Damage
The customer must inform us before the move of any:
• fragile floors
• newly decorated areas
• narrow staircases
• restricted hallways
• low ceilings
• delicate walls or surfaces
DeliverEasyLtd is not responsible for unavoidable minor scuffs caused by tight access routes where the customer has instructed the move to proceed.
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20) Delays, Disruptions & Job Suspension
We are not responsible for delays caused by:
• traffic
• weather
• road closures
• accidents
• third-party restrictions
Waiting time caused by the customer is chargeable.
If delays prevent completion within the scheduled time, DeliverEasyLtd may:
• charge additional time
• reschedule the remaining work
• stop the job if unsafe or unreasonable
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21) Waste Clearances & Disposal
21.1 Customer Authority
The customer confirms they have full authority to request removal and disposal of items.
21.2 No Retrieval After Disposal
Once items are disposed of, they cannot be retrieved.
21.3 Waste Volume Changes
If waste is more than quoted, additional charges apply.
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22) Prohibited Waste
We do not remove hazardous or restricted waste unless agreed in writing including:
• chemicals
• fuel
• gas bottles
• asbestos (or suspected asbestos)
• paint/solvents/oils
• clinical waste/sharps
• illegal substances
If prohibited waste is discovered on arrival, we may refuse collection and the deposit may be forfeited.
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23) Storage, Redelivery & Abandoned Goods
If goods cannot be delivered due to customer unavailability or access issues:
• waiting time is chargeable
• additional delivery attempts are chargeable
• storage may be arranged at customer cost
23.1 Storage Fees
Storage costs may include:
• daily/weekly storage fees
• handling fees
• redelivery charges
Fees will be confirmed in writing where applicable.
23.2 Disposal / Sale of Unclaimed Goods
If goods remain unclaimed after reasonable notice, DeliverEasyLtd may dispose of or sell items to recover costs in accordance with applicable law.
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24) Limitation of Liability
DeliverEasyLtd’s liability for loss or damage is limited to the reasonable cost of repair or replacement, taking into account wear, age and depreciation.
We shall not be liable for:
• indirect or consequential loss
• loss of profit
• loss of business opportunity
• emotional or sentimental value
Total liability shall not exceed the total value of the service provided, unless required by law.
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25) Insurance
At present, DeliverEasyLtd does not hold Goods-in-Transit insurance.
By booking, the customer acknowledges:
• items are transported at the customer’s own risk
• DeliverEasyLtd is only liable where damage is caused by proven negligence
• nothing in these Terms excludes liability where it cannot legally be excluded
This clause will be updated once insurance is obtained.
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26) Evidence (Photos/Videos)
DeliverEasyLtd may take photos/videos of:
• items
• access conditions
• property condition
for dispute resolution, claims, legal protection, and operational records.
All evidence is stored securely and used only for legitimate business purposes.
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27) Customer Behaviour & Safety
We reserve the right to stop a job immediately if:
• staff are threatened, abused or harassed
• the working environment is unsafe
• illegal items are present
• the customer refuses to cooperate with reasonable safety instructions
If the job is stopped for safety reasons, the customer may remain liable for charges incurred up to that point.
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28) Complaints
All complaints must be submitted in writing within 24 hours of job completion with supporting evidence.
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29) Data Protection & Privacy
We process customer personal data in accordance with UK data protection laws.
Customer data may be used for:
• providing services
• communication (phone/SMS/email)
• billing and administration
• legal and debt recovery purposes
We do not sell customer data to 3rd parties.
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30) Governing Law
These Terms & Conditions are governed by the laws of England and Wales and disputes shall be handled under the jurisdiction of the English courts.