Terms and Conditions
At Loads4Less, we are committed to providing excellent customer service and delivering exceptional value for your money.
Our utmost priority is to handle your items with care and ensure reliable transportation from point A to point B.
While we make every effort to fulfil our commitment and complete your removal or delivery as scheduled, there are certain situations beyond our control that may cause delays on the day. In extreme cases, such as severe weather conditions, it may be necessary to postpone the job until a later date.
Rest assured, we will communicate any unforeseen circumstances promptly and work diligently to minimize any inconvenience caused.
By accepting a quotation from Loads4Less, you acknowledge and agree to the following terms and conditions for your move:
1 Please be aware that our calls may be recorded for training and quality monitoring purposes.
2 All quotations will be confirmed prior to your move date and remain valid for up to 30 days. It’s important to note that our quotes are based on the information provided by you. If any information is found to be incorrect or omitted during the job description, additional charges may apply.
2.1 To ensure an accurate quotation, please disclose any issues such as parking or access problems to our team during the quotation process.
2.2 If a parking permit is required in your area, it is your responsibility to provide it to us.
2.3 If you are unable to provide a parking permit and our team needs to park further away, additional charges may apply unless previously discussed during the quotation stage.
2.4 If you request our team to park in permit-restricted areas but cannot provide a valid permit, we will ask you to sign a disclaimer, and any fines incurred will be charged to you.
2.5 It is the customer’s responsibility to arrange for parking as close to the property as possible, either by reserving a spot using their own vehicle or by contacting the relevant local council to arrange a parking suspension.
2.6 In rare circumstances where our customer is unable to provide suitable parking close to the property on the day of the removal, additional costs may be added to the outstanding balance.
3 A deposit is required upon booking to secure your appointments. This deposit is non-refundable. However, if you wish to cancel or reschedule your appointments, Loads4Less will hold your appointment slot for up to 30 days. After this period, a new deposit will be required to arrange further appointments. Please note that deposits cannot be transferred to another customer.
4 While Loads4Less takes pride in their punctuality and service, there may be unforeseen circumstances beyond our control that could result in changes to our schedule. In such cases, we will make every effort to keep you informed throughout the process.
4.1 We are unable to guarantee a specific time of arrival unless it is the first job of the day.
4.2 Under rare circumstances, if we are unable to attend a booked appointment, Loads4Less reserves the right to cancel the job. In such situations, we will provide as much notice as possible and offer to reschedule the booking.
5 For local removals, unless otherwise agreed in writing by Loads4Less, the pricing is based on an hourly rate. The estimated hours for hourly rate removals are calculated using the information provided by you. However, we cannot guarantee exact accuracy as various factors, such as adverse road conditions, access issues, and the preparedness of our customers, can affect the duration.
5.1 Any waiting time, such as waiting for keys, will be charged at the same hourly rate. Our billing is done in full hourly blocks for your move, but we do provide a 10-minute grace period over each hour.
6 Fixed price removals are quoted at a fixed rate, unless previously agreed in writing by Loads4Less. The quoted price for fixed price removals is based on the information you provide.
6.1 If there are any changes to the quoted work, such as additional pick-up or drop-off addresses, additional charges may apply. We kindly request that our customers be organized and ready to proceed when we arrive.
6.2 Loads4Less reserves the right to apply a surcharge if our customers are disorganized upon arrival, resulting in additional time needed for loading and unloading.
6.3 The decision of whether to request full payment prior to unloading the vehicle or at the end of the move is at the discretion of your assigned removal team.
6.4 Please note that this payment arrangement does not affect your rights to file complaints, and if any discounts are offered as a result, they will be refunded to you.
7 Late Key Waiver
Our “Late Key Waiver” covers you for up to a 3-hour wait for your keys after we’ve completed the loading process.
7.1 We understand that unforeseen circumstances can arise when buying a new home, and sometimes delays are beyond anyone’s control. 7.2 Please note that if you do not select this option, a fee of £80.00 plus VAT (£96.00) per hour will be charged in hourly blocks if the keys are not available upon arrival at the delivery address.
8 We will not move items to or from a loft, unless properly lit and floored and safe access is provided.
9 While Loads4Less takes pride in offering dismantling and reassembling services to their customers, please note that additional charges may apply for fixed price moves if this service was not included in your initial quotation.
10 Regarding private house clearance and disposal: As Loads4Less is a commercial company, we are unable to utilize local tips for disposal. However, we hold a valid waste carriage license and utilize private tips for disposal purposes.
10.1 Disposal charges are based on a van load or half van load basis. Loads4Less strives to be an environmentally friendly company and makes efforts to repair, recycle, and upcycle items whenever possible.
10.2 Consequently, any items that you contract Loads4Less to dispose of or recycle will be considered the property of Loads4Less once they have been collected.
10.3 As part of our commitment to environmental sustainability, Loads4Less will take appropriate actions to recycle items whenever feasible.
11 To reschedule a booking, Loads4Less requires a minimum of 24 hours’ notice. Please be aware that we cannot guarantee the availability of your requested reschedule date. In the event that your requested date is not available, your deposit will be forfeited.
11.1 If Loads4Less is not provided with at least 24 hours’ notice, you may incur additional charges, including the potential loss of the deposit.
11.2 If there is no availability for a rescheduled day, Loads4Less may explore the option of outsourcing a vehicle to accommodate your move, but the cost for this will be passed on to you.
12 Loads4Less reserves the right to refuse work or abandon jobs in situations where it is deemed unsafe or unreasonable to ask our employees to proceed.
12.1 This includes circumstances such as extreme unhygienic environments, sites deemed dangerous by our employees, or situations involving COVID-19 transmission risks. In such cases, where there are concerns related to health and safety, the job will be abandoned, and the deposit will not be refunded. The full balance will still be required. We prioritize the well-being of our employees and customers, and we adhere to necessary precautions to ensure a safe and secure environment during the moving process.
13 Loads4Less may request you to sign a disclaimer in certain situations. These situations include, but are not limited to:
13.1 If we believe that certain items may not fit into your new property. Loads4Less will handle items with care and ensure they fit into your new property without force. However, if specifically requested, We can explore alternative methods to ensure the entry of items into your new property, but we will require a signed disclaimer acknowledging that this is at your request. Please note that we cannot be held liable for any damage to the item or the building during this process.
13.2 Your satisfaction and the safety of your belongings are our top priorities, and we aim to provide a smooth moving experience while taking necessary precautions. If Loads4Less believes that a non-standard item or an item outside our usual scope of work requires dismantling or reassembling. While we strive to assist with all dismantling and reassembling tasks, there may be certain items that we are unable to insure due to being outside our usual scope of work. This also extends to the disconnection of certain appliances.
13.3 If you have items that require the expertise of specialist tradesmen, please inform Loads4Less prior to your move. We may be able to assist in arranging a tradesman for you.
14 The outstanding balance for the services provided by Loads4Less is to be paid upon completion of the work, unless otherwise agreed in writing prior to your move. In certain circumstances, we may request payment of the outstanding balance before unloading items from our vehicle.
14.1 We reserve the right to retain goods until full payment has been received, and storage charges may apply.
14.2 After each removal and at the end of the day, our team will thoroughly inspect our vehicles to ensure no items have been left behind.
14.3 In the unlikely event that any items are discovered during this process, we will promptly contact you to inform you and make arrangements for their return in a cost-effective and efficient manner.
14.4 If these items are not claimed within one month, they will be considered lost property and become the property of Loads4Less.
15 Our vehicles are insured for goods in transit up to a value of £5,000 per van load under a hire and reward policy. We also maintain public liability insurance, employer insurance, and a waste carriage license. This insurance coverage is included in any quotation provided by Loads4Less. In the unfortunate event of a claim, customers are responsible for an excess payment of £1000.
15.1 Please note that our insurance coverage does not apply if the vehicle is loaded or unloaded by anyone who is not a member of the Loads4Less team. For example, in the case of a one-person move where the customer provides assistance in loading and unloading the vehicle.
15.2 It is a requirement of the insurance policy that the customer, or an approved representative, be present at both the pick-up and drop-off locations. If you believe that this insurance coverage is not sufficient for your goods and you require additional insurance, it is your responsibility to arrange for such coverage.
15.3 Loads4Less provides additional levels of insurance cover upon request. We understand that some customers may have valuable or delicate items that require extra protection during the move. Therefore, we offer the option to enhance the insurance coverage to ensure your peace of mind. Please let us know if you would like to inquire about and obtain additional insurance coverage for your belongings.
15.4 Please be aware that certain items are not covered by our insurance. Details of these items can be found in the “Exclusions of Coverage” section.
16 Late Payment Fee
In the event of late payment, a fee of £30 plus Value Added Tax (VAT) at the prevailing rate will be charged. Late payment fees are applicable for each occurrence of overdue payment and are subject to change at Loads4Less’s discretion.
17 Exclusions of Coverage
While Loads4Less makes every effort to ensure the safe and secure transportation of your belongings, it is important to note that certain items are not covered under our insurance. Therefore, we cannot accept liability for these items during the moving process. Please be aware of the following exclusions:
17.1 Furniture items constructed from flat pack kits.
17.2 Items that have been previously dismantled before our arrival.
17.3 Any boxed items that were not packed by the Loads4Less packing team. Although we handle all boxes with care and treat them as fragile, this exclusion includes items such as pictures, mirrors, glassware, antiques, chia, electrical items, appliances, or any other fragile items that require special wrapping or packaging.
17.4 Jewellery and personal documents. We recommend transporting these items separately for your own peace of mind.
17.5 Walls, doors, and floors within the property. While we take utmost care when moving items in and out of your home, please notify a Loads4Less team member and document any existing issues on the client report form if you have concerns about potential damage.
17.6 Electrical items that have not been verified as working prior to the move by a member of the Loads4Less team.
17.7 Larger fragile items that have not been packed by Loads4Less. This includes mirrors, plant pots and their contents, and similar items.
Please take note of these exclusions as they outline items for which we cannot accept liability during the moving process.
18 Customer’s Obligations
The customer agrees to and warrants the following:
18.1 The goods being removed and/or stored are their own property or the property they have legal ownership of, free from any legal charges.
18.2 They have full authority from the owner or anyone with a legal interest in the goods to enter into this contract. The customer has informed the owner about the terms and conditions of this contract, and the owner has agreed to them.
18.3 There is proper and suitable access to their premises at all necessary times to facilitate the removal work described in the agreement.
18.4 They are solely responsible for the safety and security of all goods until the point of departure from the collection address and from the point of arrival at the delivery address.
18.5 They will obtain, at their own expense, all required documents, permits, permissions, licenses, and customs documents necessary for the completion of the removal.
18.6 They will arrange and cover the cost of any required parking facilities for the company’s vehicles, including any charges for meter suspensions incurred during the work.
18.7 They will not include any dangerous or toxic articles or substances in the removal or storage, nor any items likely to attract vermin or pests, or capable of causing or transmitting infectious or contagious diseases.
18.8 If such goods are submitted for removal or storage without the company’s knowledge, the customer will be responsible for collecting them within a reasonable time. If the goods are not collected promptly, the company may seek a court order to dispose of them. The customer agrees to pay any charges, expenses, damages, legal costs, or penalties reasonably incurred by the company in disposing of such goods.
18.9 They will ensure that authorized signatures are provided on agreed inventories, receipts, waybills, job sheets, or any other relevant documents to confirm the collection or delivery of goods.
18.10 They will indemnify and compensate the company for any damages and/or costs arising from claims brought against the company if the statements made in 17.1 or 17.2 are found to be untrue.
18.11 If they wish to transfer the responsibility of this contract to a third party, they will notify the company in writing, providing the full name and address of the third party. The company will issue a new contract to the third party. The existing contract with the customer will remain in effect until a signed contract is received from the third party.
18.12 Empty, properly defrost and clean refrigerators and deep freezers. We are not responsible for the contents.
18.13 Ensure that all domestic and garden appliances, including but not limited to washing machines, dish washers, hose pipes, petrol lawn mowers are clean and dry and have no residual fluid left in them.
18.14 Provide Us with a correct and up to date contact address and telephone number during removal transit and/or storage of goods.
19 Complaints Procedure
We strive to provide excellent service, and while the majority of our customers rate their experience with Loads4Less as “good” or “excellent,” we understand that mistakes can occasionally occur. In the unlikely event that you have a grievance, please refer to the following summary of our complaints procedure. A complete complaints procedure is available upon request.
19.1 Prior to processing any complaints, Loads4Less requires full payment of the outstanding balance, as is customary upon completion of the work. However, it is important to note that you have the opportunity, and it is essential that you take advantage of it, to report any grievances on the client feedback form provided by our operatives. Please document your complaint on this form and bring it to the attention of our team or office staff before they leave the site.
19.2 Loads4Less will request that you submit your complaint in writing, either by letter or email, along with any supporting evidence you can provide. Please include as much evidence as possible, such as photos of the issue, and if applicable, proof of purchase for any allegedly damaged items. We will make every effort to acknowledge your complaint within one working day upon receiving it.
19.3 If necessary, Loads4Less may arrange for a surveyor to visit and assess any alleged damages. This visit will be scheduled at the earliest convenience once your complaint has been received and, if it has not been resolved by our repairs team.
19.4 Loads4Less will respond to your complaint within 14 working days with a proposed resolution.
19.5 Please be aware that if third-party involvement is required for the resolution, such as insurers or suppliers, Loads4Less cannot guarantee a specific timeline for a full resolution. However, we will make every effort to provide you with an estimated timeline as soon as possible.
19.6 If your complaint is referred to our insurers, their decision will be final, subject to their own surveyor’s visit and evaluation of the evidence provided.
Please note that our complete complaints procedure contains more detailed information and can be obtained upon request.
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