Terms & Conditions

These terms & conditions are designed to ensure there is no confusion about what our service includes and excludes and to ensure safe transit of your goods. If you are unclear about any element, please contact us for clarification.

These terms & conditions may be varied or amended with the agreement of both the customer and On The Dot Removals. Please notify us if you wish to make any changes at the time of booking.

By confirming a booking with On The Dot Removals you are agreeing to these terms and conditions.

1. Interpretation

a. Any reference in these conditions to “we”, “us” or “our” is a reference to the On The Dot Removals.

b. Any reference in these conditions to “you” or “your” is a reference to the Customer.

2. Your Quote

a. Your quote is an estimate of the number of hours it will take us to complete your removal

i. For moves within Bristol we charge from the time when we arrive at the first collection address until the time we finished unloading at the final delivery address.
ii. For moves where the collection and/or deliver address is outside of Bristol, we charge for the number of hours taken to load and unload, plus add a fixed fee to cover our driving time and other associated costs.
iii. If your removal takes longer than the amount of time we have estimated, we will charge by the half hour at a specified rate.

b. Your quote will be based on one of our four pricing levels:

i. Tiny Move/Mini Move/Medium Move/Mega Move.
ii. We will recommend which pricing level you should choose.
iii. Once you have confirmed your booking

1. You may not change pricing level without prior written agreement.
2. You commit to paying the minimum charge for your chosen pricing level.

c. Unless otherwise stated your quote includes

i. Fuel
ii. Road tolls
iii. All labour including help with loading and unloading the van
iv. Dismantling and reassembling furniture where pre arranged in writing.
v. Use of one or more of our fully equipped removals vans

d. Unless otherwise stated your quote does not include

i. Insurance (See clause 9 and 10 for details of our liability for loss or damage)
ii. Materials, storage or any third party fees
iii. Parking fees or parking fines (unless unreasonably incurred)
iv. Any other charges that we have to pay in order to carry out services on your behalf.

3. Work excluded from the quote

Unless agreed by us in writing, we reserve the right to refuse the following:

a. Dismantle or assemble any flat-pack furniture or fittings, should doing so make the total time for the removal longer than the time we have estimated.

b. Disconnect or reconnect appliances, fixtures, fittings or electrical equipment.

c. Take up or lay fitted floor coverings.

d. Move storage heaters (unless previously dismantled).

e. Move plants

f. Move any items excluded under clause 6.

g. Move any item that may cause a health risk to our staff

h. Move items of significant weight or size that cannot be safely handled by our staff.

4. Arrival time

a. On confirming your booking you will be given an expected arrival time

b. The arrival time we give you is an estimate and may change due to delays on the day. You will be informed of any delays.

c. There will be no compensation given for any lateness on our behalf.

d. Should we arrive on time and you are not present at the collection address, we will charge from the arrival time given in the booking confirmation.

e. We may arrive early for your removal, however you have no obligation to allow us to start until the arrival time given in the booking confirmation.

5. Your responsibility

a. It will be your responsibility (and, where relevant, expense) to

i.Pack and protect all small and fragile items appropriately prior to the removal.
ii.Declare all items of significant value that are to be removed and provide a full list of such items along with a valuation prior to the removal.
iii. Declare all items of significant weight and/or size.
iv. Insure the goods submitted for removal against all insurable risks.
v. Obtain all paperwork (licences, permits, etc.) necessary for the removal to be completed.
vi. To be present or represented throughout the whole removal.
vii. Take all reasonable steps to ensure that nothing is left behind or taken away in error.
vii. Disconnect and appropriately pack all electric equipment prior to its removal.
ix. Empty, defrost completely and clean refrigerators and freezers. We are not responsible for the contents.

b. Other than by reason of our own negligence, we will not be held liable for costs that may arise from any of the above.

6. Goods we won’t move

a. The following items are excluded from this contract:

i. Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of any similar kind.
ii. Explosive and/or dangerous items including, but not limited to gas bottles, aerosols, paints, firearms and ammunition.
iii. Prohibited or stolen goods.
iv. Foodstuffs or liquids.
v. Illegal substances (drugs)
vi. Any pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier.

b. We reserve the right to refuse removal of the above-listed goods, except with our prior written agreement.

c. If these goods are removed we will not accept liability for loss or damage

d. If such goods are removed without our knowledge and prior written consent we will not be liable for any loss or damage and you will indemnify us against any charges, expenses, damages or penalties claimed against us.

e. We reserve the right to dispose of goods which are listed under paragraphs 6. a. ii., 6. a. iii., 6. a. iv., 6. a. v., without notice.

7. Goods submitted for removal

a. You declare, upon agreeing to these terms and conditions that:

i. All goods to be removed and are your own property or,
ii. You have been given the authority to make this contract by the person(s) who own or have an interest in the goods and that they have been made aware of these conditions.

b. You will meet any claims for damages and / or costs against us if these statements are not true.

8. Paying for the removal

a. For any outstanding amount owed, payment is required by cash or cheque upon delivery of the goods, unless otherwise agreed by us in writing.

b. If payment by invoice has been agreed by us in writing, full payment will be due within 7 days of the removal.

c. You may not withhold any part of the agreed price, unless we have breached our agreement with you.

9. Our liability for loss or damage

a. If we are liable, we will pay up to a maximum sum of £40.00 for each item, which is lost or damaged, in the event of our losing or damaging your goods.

b. It is possible to increase the liability for an additional charge. Please seek our prior written consent advance.

i. We will only consider increasing our liability subject to receiving an itemised valued inventory
ii. We may offer to extend our maximum liability to the value declared by you to us

c. You may already have insurance cover for your move under your home contents policy, we advise you check with your insurers.

d. We may repair or replace an item, which is damaged. However, if an item is repaired we will not be held liable for depreciation in value.

e. We will not be liable for any loss, damage or failure to produce the goods if caused by any of the following reasons:

i. Items are inadequately packaged and/or protected, where packing has been completed by you.
ii. Fire.
iii. Normal wear and tear or deterioration, leakage or evaporation or from unstable or perishable goods.
iv. Electrical / mechanical faults to any appliance or mechanical instrument, unless there is evidence of external impact.
v. To jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of any similar kind, unless we have confirmed in writing that we accept responsibility as in conditions 9(b) above.
vi. Any goods already proven defective or goods, which are inherently defective.
vii. To pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier.
viii. To plants.
ix. To refrigerate or frozen food or drink.
x. To data, files, software or digital contents of any computer or similar device.

f. We will not be liable for any damages or costs occurred as a result of loss, damage or failure to produce the goods, other than by reason of our negligence or a lack of reasonable care and skill on our part. We will in all instances use a reasonable level of care and skill in accordance with the supply of Goods and Services Act, and Consumer rights under that Act are not restricted by these terms.

g. No employee of On The Dot Removals shall be separately liable to you for any loss, damage, mis-delivery, errors or omissions, unless acting outside the scope of their employment.

10. Damage to property other than the goods

a. For property other than those goods submitted for removal we will only be liable for damage where it can be proven that we have been negligent or acted without reasonable care and skill.

b. If we are liable, we will pay up to a maximum sum of £40.00 for any piece of damage caused.

c. If it is the case that we advise against moving certain goods as it will inevitably cause damage, but you give us your express instruction to move said goods and damage is caused, we shall not accept that we were negligent or acted without reasonable care and skill.

d.For property other than those goods submitted for removal, where we are responsible for causing damage, you must note this on the worksheet or delivery receipt wherever reasonable to do so. This is essential to the contract.

11. Time limit for making a claim

a. Any loss, damage or failure to produce goods we are delivering must be noted at the time of delivery, wherever reasonable. You agree to examine the goods within 7 days following delivery and to notify us immediately in writing of any missing or damaged items. You may make a written request for more time for compliance with this clause. Such a request shall not be unreasonably refused provided it is received within 7 days of delivery or collection by us.

b. Notwithstanding clause 9, we will not be liable for any loss of or damage to the goods unless you notify us in writing as soon as such loss or damage is discovered (or with reasonable diligence ought to have been discovered) and in any event within seven days of delivery of the goods by us.

c. You may make a written request to extend your time for compliance with clause 11 (b). Such a request shall not be unreasonably refused provided it is received within seven days of collection or delivery of the goods by us.

12. Deposit on booking

a. A 50% deposit is required on booking, unless otherwise agreed in writing

b. The deposit is to be paid by cheque or online bank transfer

c. Your booking will not be confirmed until we have received your payment, unless otherwise agreed in writing

d. You have a 24 hour grace period in which to make the deposit payment

e. Should we not receive payment within 24 hours, we reserve the right to give your time slot to another customer.

13. Charges for postponed or cancelled bookings

a. If you cancel your booking, the charges are as follows:

i. 10% quoted price if notice given more than 14 days before the removal is due to start

ii. 25% quoted price if notice given more than 7 days and less than 14 days before the removal is due to start

iii. 50% quoted price if notice given less than 7 days before the removal is due to start

b. Should you cancel your booking, the remaining balance of you deposit will be refunded within 7 days.

c. If you postpone your booking, the charges are as follows:

i. None if notice given more than 14 days before the removal is due to start

ii. 10% quoted price if notice given more than 7 days and less than 14 days before the removal is due to start

iii. 20% quoted price if notice given less than 7 days before the removal is due to start

d. Should you postpone your booking, your new time slot will be confirmed once we have received payment for charges set out in paragraph 13. c.

14. Delays in transit

a. We are not liable for delays in transit other than by reason of our own negligence or a lack of reasonable care and skill on our part.

b. If we are unable to deliver the goods through no fault of our own, we will endeavour to contact you and make other arrangements. It may be necessary for us to take the goods into storage. Our contract will be fulfilled once goods are taken into storage and the reasonable costs of storage and further delivery, etc will be the customer’s responsibility.

c. If there are delays due to our own negligence or lack of reasonable care, such as a vehicle breakdown. We will endeavour to complete your removal on that day. There will be no compensation given, other than where your removal is charged at an hourly rate, the time of the delay will not be counted.

15. Sub-contracting the work

a. We reserve the right to sub-contract some or all of the work.

b. In the event that we sub-contract, these terms and conditions will still apply.

16. Right to refuse removal

We reserve the right to refuse to carry out and/or terminate a removal in the following circumstances:

a. You are rude or show any form of violence or aggression to our staff

b. Your property is deemed to be a hazardous working environment due to, but not limited to deteriorated property, unsanitary conditions or signs of drug use.

17. Route and method

a. We have the right to choose the route for delivery.

b. Unless it has been specifically agreed in writing on our quotation, other space / volume / capacity on our vehicles may be utilise for consignments of other customer’s goods.

18. Advice and information

Advice and information in whatever form it may be given is provided by us for the customer only.

19. Applicable law

This contract is subject to the Law and Jurisdiction of England and Wales.