Terms and Conditions

1. Acceptance of Terms

By using Mover Helper's services, booking through our platform, or accepting our quotation, you ("Customer", "you", or "your") agree to be bound by these Terms and Conditions ("Terms"). These Terms constitute a legally binding agreement between you and Mover Helper ("we", "us", or "our").

If you do not agree to these Terms, you must not use our services or make any bookings through our platform.

2. Service Description

2.1 Moving Services

Mover Helper provides professional moving and relocation services throughout the United Kingdom, including but not limited to:

• Residential and commercial removals
• Packing and unpacking services
• Provision of packaging materials
• Loading and unloading
• Transportation of goods
• Short-term storage solutions

2.2 Service Standards

We are committed to providing high-quality moving services and adhering to industry standards including compliance with the British Association of Removers (BAR) guidelines and BS EN 12522 quality standards where applicable.

2.3 Service Limitations

Certain items may be excluded from our standard moving services, including but not limited to: hazardous materials, perishable goods, living plants, pets, valuable documents, currency, jewellery, and items of exceptional value. Special arrangements must be made for such items in advance.

3. Booking and Payment Terms

3.1 Booking Process

All bookings must be made through our online platform or by contacting our customer service team. A booking is confirmed only when you receive a written confirmation from us via email.

3.2 Quotations

All quotations are estimates based on the information you provide. The final cost may vary if:

• The actual volume or weight of items differs from the estimate
• Additional services are requested on the day
• Access conditions differ from those described
• Additional time is required due to unforeseen circumstances
• Additional travel distance is incurred

3.3 Payment Terms

Payment is processed securely through our Stripe payment integration. We accept major credit and debit cards. A deposit may be required at the time of booking, with the balance due upon completion of services or as otherwise agreed in writing.

3.4 Additional Charges

Additional charges may apply for services including but not limited to: packing materials, storage fees, parking charges, congestion charges, waiting time, and services outside standard working hours.

4. Cancellation and Refund Policy

4.1 Cancellation by Customer

You may cancel your booking subject to the following conditions:

• More than 7 days before service date: Full refund of any deposit paid
• 3-7 days before service date: 50% of the deposit will be retained
• Less than 3 days before service date: No refund of deposit
• On the day of service: Full charge applies

4.2 Cancellation by Mover Helper

We reserve the right to cancel or reschedule services due to circumstances beyond our control, including severe weather conditions, vehicle breakdown, or staff illness. In such cases, we will offer an alternative date or provide a full refund.

4.3 Refund Processing

Approved refunds will be processed within 14 working days to the original payment method.

5. Liability and Insurance

5.1 Standard Liability Coverage

Our standard liability cover is limited to £40 per item for loss or damage caused by our negligence or breach of contract. This limitation applies unless you have purchased additional insurance coverage.

5.2 Full Value Protection

We offer optional Full Value Protection insurance, which covers the replacement value of lost or damaged items. Additional premiums apply, and terms will be provided upon request.

5.3 Exclusions

We are not liable for:

• Damage to items not professionally packed by us (unless Full Value Protection is purchased)
• Normal wear and tear during transit
• Damage to items of exceptional value unless specifically declared and insured
• Indirect or consequential losses
• Loss or damage due to customer's failure to follow instructions
• Items packed by the customer (unless Full Value Protection is purchased)

5.4 Claims Procedure

Any claims for loss or damage must be notified to us in writing within 7 days of delivery. Claims will be assessed, and we reserve the right to inspect damaged items before processing any claim.

5.5 Limitation of Liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation.

6. Customer Responsibilities

6.1 Accurate Information

You must provide accurate and complete information about your moving requirements, including the volume of items, access conditions, parking availability, and any special requirements.

6.2 Preparation

Unless otherwise agreed, you are responsible for:

• Disconnecting and preparing appliances for moving
• Emptying drawers and cupboards unless specifically agreed otherwise
• Defrosting freezers and refrigerators
• Securing parking and necessary permits for our vehicles
• Ensuring access to both collection and delivery addresses

6.3 Valuable Items

You must declare any items of exceptional value (over £500 per item) at the time of booking. Failure to do so may affect insurance coverage.

6.4 Prohibited Items

You must not include prohibited items such as hazardous materials, illegal substances, weapons, or explosive materials. We reserve the right to refuse to transport such items.

6.5 Presence During Service

You or your authorized representative must be present at both collection and delivery to provide access, give instructions, and sign necessary documentation.

7. Data Protection and Privacy

We are committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Your personal information will be used solely for the purpose of providing our services and will not be shared with third parties except as necessary to fulfil our services or as required by law.

For more information about how we handle your data, please refer to our Privacy Policy.

8. Dispute Resolution

8.1 Complaints Procedure

If you are dissatisfied with our services, please contact us immediately. We are committed to resolving complaints promptly and fairly. All complaints will be acknowledged within 2 working days and resolved within 14 working days where possible.

8.2 Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to an alternative dispute resolution (ADR) scheme or the relevant ombudsman service.

8.3 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

9. Changes to Terms

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following any changes constitutes acceptance of the revised Terms. We will notify customers of significant changes via email where possible.

When you accept these Terms during booking, you are accepting the version in effect at that time, which will govern your specific booking regardless of subsequent changes.

10. Contact Information

If you have any questions about these Terms and Conditions, please contact us: