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The following details the terms of contract between Big Stuff Removals and you the customer explaining rights, obligations and responsibilities of both parties. If you require any further information or clarification of the terms please contact us on

01752 922309.


These terms and conditions can be varied or amended subject to prior written agreement.


Where We Use The Words ‘You’ Or ‘Your’ It Means The Customer. ‘We’, ‘Us’ Or ‘Our’ Means Big Stuff Removals.

1. The Quote

Unless otherwise stated the quote is not a fixed price and we are not responsible for materials, storage, customs duties and inspections or any other fees whatsoever. In the event of a quote being given as an hourly rate, fees are charged from when we leave our yard until we complete unloading or if out of Plymouth we charge back to our yard which is in the centre of Plymouth. Day rates are up to 8 hours only (unless agreed with staff) and the customer, anything beyond this will be charged at our hourly rate. For all moves a maximum of 12 full driving hours is permitted in one day.


2. The quote is subject to change under the following conditions;

2.a) You do not accept the quote, in writing, within 28 days with a date in place for the removal, confirmed by us in writing.
2.b) The removal is not carried out or completed within three months due to your delay.
2.c) Our costs change because of currency fluctuations or changes in taxation or freight and carrier charges beyond our control.
2.d) We have to collect or deliver goods to floors higher than those agreed, in writing, at the time of booking.
2.e) Additional services, including moving or storing extra goods, are supplied by us (these conditions will also apply to these services).
2.f) Inadequate access prevents free movement of the goods without mechanical equipment or structural alteration, or the approach, road or drive prevents our vehicles and/or containers to load and/or unload within 20 metres of the doorway, meaning that we have to do extra work.
2.g) Any parking fees, fines (unless unreasonably incurred) or other charges that we have to pay in order to carry out services on your behalf.
2.h) There is delay in accessing the delivery property meaning we can’t start unloading your goods until after 5.00pm on the scheduled day of your move unless agreed in advance.
2.i) Events outside our reasonable control cause delays. j) We agree in writing to increase our limit of liability as set out in clause 8. In all the above circumstances, you will pay a charge adjusted accordingly.

3. Work not included in our quote

Unless previously agreed in writing we will not;

3.a) Dismantle or assemble furniture
3.b) Disconnect or reconnect appliances, fixtures, fittings or equipment. Washing machines can be disconnected and reconnected if pre-arranged but we can’t cover water damage or damage to water pipes. Vinyl flooring is not covered by our insurance in moving any appliances.
3.c) Take up or lay fitted floor coverings.

3.d) Take down or re-hang curtains, blinds or any other window coverings
3.e) Move storage heaters (unless previously dismantled) or loaded freezers and refrigerators.
3.f) Move items from a loft unless pre-agreed. Loft must be properly lit, floored and have safe access
3.g) Move plants unless pre-agreed.
3.h) Move or store any items excluded under clause 4.

4. Your responsibilities

It will be your own responsibility (and, where relevant, expense) to:
4.a) Declare to us valuations of all goods being removed and/or stored. You are not covered for loss or damage to Goods from a household removal unless a valued inventory is completed and signed by the owners of the Goods prior to the commencement of transit for goods over £500 in value where the total value of the move exceeds total value of £25,000. In the event of loss or damage to any article forming part of a pair or  set. We shall not be liable for more than the value of the particular part of the or parts which may be lost or damaged without reference to any special value which such part or parts may have as  forming a pair or set but, in any event, not exceeding a proportionate part of the sum insured in respect of the pair or set.
4.b) Insure the goods submitted for removal and/or storage against all insurable risks.
4.c) Obtain all paperwork (licences, permits, etc.) necessary for the removal to be completed.
4.d) To be present or represented throughout the whole removal.

4.e) Take all reasonable steps to ensure that nothing is left behind or taken away in error.
4.f) Arrange protection for goods left in unattended premises or where other people not bound by these terms and conditions will be present.
4.g) Prepare, pack and stabilise all electric equipment prior to its removal.
4.h) Empty, defrost completely and clean refrigerators and freezers. We are not responsible for the contents.
4.i) Provide us with a correspondence address. Other than by reason of our own negligence, we will not be held liable for costs that may arise from any of the above.


5. Excluded property - goods not to be submitted for removal or storage.

The following items are excluded from this contract:
5.a) Jewellery, furs, watches, trinkets, precious stones or metals, wines, spirits, tobacco, cigars, cash and the like, bullion, deeds, securities, stamps, mobile telephones, portable media and computing devices, coins or goods or collections of any similar kind. Prepaid phone cards and similar bonds, fine art.

5.b) Items, which have potential to damage, explode or are dangerous including gas bottles, aerosols, paints, firearms and ammunition.                 
5.c) Prohibited or stolen goods.
5.d) Controlled drugs.
5.e) Plants or goods which may be likely to encourage vermin, pests or cause infestation.
5.f) Foodstuffs or liquids.

5.g) Pornographic material
5.h) Any pets or animals (including reptiles, fish and birds) whether in a cage, tank or animal carrier.
5.i) Goods, which require government permission or licence for export or import.

5.j) Any other goods or items specifically excluded from cover from time to time by our Goods in Transit insurance policy.

5.k) We reserve the right to open or inspect goods to ensure compliance with the above in the interests of health, security or safety. If upon opening or inspecting goods we believe on reasonable grounds that the customer is in breach of these clauses above or that the goods pose threat to health, security or safety we shall be entitled (without prejudice to any other rights it may have) to dispose of the goods forthwith without compensation to you.  

5.l)Any of the above-listed goods will not be removed by us except with our prior written agreement. If these goods are removed, we will not accept liability for loss or damage wholly or mainly attributable to the special nature of the goods concerned. 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.


6. Ownership of the goods

You declare, upon signature of this contract, that:

6.a)All goods to be removed and or stored are your own property free of any legal charge or;

6.b) You have the full authority of the owner or anyone having legal interest in the item to enter into these Terms & Conditions and you have made the owner fully aware of them before entering into this agreement and that they have agreed to them.

6.c) You will meet any claims for damages and or costs against us if these statements are not true.


7. Charges if you postpone or cancel the removal

If you cancel or postpone the agreed services, we reserve the right to charge a fee based on the potential loss to Us. We incur costs in preparing for your services and we also lose the opportunity to book services for other clients using the same resources.

7.a) You have the right to cancel or postpone services until 10 working days prior to the agreed moving date without paying any fee.

7.b) If you cancel or postpone the services between 3 and 10 working days prior to the agreed moving date we have the right to charge up to 25% of the agreed quote. We will not charge you for your first reschedule.

7.c) If you cancel or postpone the services less than 3 working days before the agreed moving date we have the right to charge up to 50% of the agreed quote.

7.d) If you cancel or postpone the services in the 24 hours prior to the agreed moving date we have the right to charge up to 100% of the agreed quote.

7.e) If you cancel or postpone the services on the agreed date of moving or at any time on this date we have the right to charge 100% of the agreed quote.

7.f) The amounts and timescales stated in this clause (7) are strictly subject to anything contrary specified as regards cancellation in the quotation where we deem it appropriate.


8. Paying for the removal

Unless otherwise agreed by us in writing:

8.a) A deposit payment of 50% is required within the 10 days prior to the removal services.

8.b) Payment can be made in cash, by credit/debit card or via bank transfer. Deposit payments will be deducted from the final invoice. Final invoice to be paid in full on job completion.

8.c) In the event that additional services are carried out outside of the original quotation, the services take longer than estimated or any other factor of the type listed in clause 2 or 3 arises leading to an increase in charges, payment in full for such matters is required at the same time as payment of the original agreed price.

8.d) If payment is outstanding after 7 days we reserve the right to invoice a credit charge of 10% of the amount outstanding after presentation of the fee, calculated on a calendar month or part calendar month basis, until such time as the fee is fully settled.

8.e) Where there is a promotional offer or discount the fee needs to be paid in full 24 hours before the agreed date of removal.

8.f) Promotional offers and discounts may only be used once per customer and not in conjunction with any other offer.


9. Our liabilities for loss or damage

We will not be liable for any loss, damage or failure to produce the goods if caused by any of the following reasons: i) Fire. ii) War, hostilities, terrorism, Act of God, industrial action or other such events outside our reasonable control. iii) Normal wear and tear or deterioration, leakage or evaporation or from unstable or perishable goods. iv) Infestation by moth, vermin or anything similar. v) Cleaning, repairing or restoring goods, unless undertaken by ourselves. vi) Goods not packed by us, including those in wardrobes, drawers, or appliances, or in a package, bundle, case or other container. vii) Electrical / mechanical faults to any appliance or mechanical instrument, unless there is evidence of external      impact. viii) 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. 8(a) or 8 (c) above and you have given us description and  value of those articles. ix) Any goods already proven defective  or goods, which are inherently defective. x) To pets or animals (including reptiles, fish and birds) whether in a cage, tank or animal carrier. xi) To plants. xii) To refrigerated or frozen food or drink. xiii) The data, files, software or digital contents of any computer or similar device.
9.a) We will not be liable for any damages or costs incurred 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.
9.b) No employee of Big Stuff 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. Removals to/from a country outside the United Kingdom
10.a) We will not accept liability for loss or damage to goods unless it can be proven that we were negligent, and the goods were in our actual possession. In such circumstances, we will accept liability as in condition 8 (a) or 8 (c) above. If loss, damage or failure to produce the goods is caused by those circumstances set out in condition 8 (d) above we will not be held liable.
10.b) Where we engage a transport operator, airline or shipping company to convey your goods to any point on route to the final destination, we do so on your behalf and subject to the terms and conditions set out by that carrier.
10.c) Please arrange adequate marine/ transit insurance cover in the case that the carrier, for reasons beyond their control, is unable to deliver the goods, or else route them to a place other than the intended destination as you may have limited recourse against the carrier and may be liable for General Average contribution.
10.d) We do not accept liability for goods, which are removed by Customs Authorities or other Government Agencies.


11. Time limit for making a claim

11.a) If You or Your authorised representative collect the Goods, We must be notified in writing of any loss or damage at the time the Goods are handed to You or Your representative or as soon as practicable thereafter, and in no circumstances later than 7 days after collection of the Goods.

11.b) For goods which we deliver, you must give us detailed notice in writing of any loss or damage as soon as reasonably practicable following delivery and in any event within 7 days of delivery by us.

11.c) In the event you do not notify us in accordance with this clause 11, we shall not be held liable for any such calais and for liability is excluded in that regard to the fullest extent permitted by law.

11.d) For the avoidance of any doubt, it is your responsibility to check your goods for any loss or damage which may have occurred during transit.


12. Delays in transit
12.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.
12.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.


13. Damage to property other than the goods
13.a) For property other than those goods submitted for removal and or storage we will only be liable for damage where it can be proven that we have been negligent or acted without reasonable care and skill.
13.b) 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.
13.c) For property other than those goods submitted for removal and / or storage, where we are responsible for causing damage, you must note this on the worksheet or delivery receipt wherever it is reasonable to do so. This is essential to the contract.


14. Our rights to withhold or dispose of goods

Holding the goods until all charges, including charges we have paid out on your behalf, or payments due under this or any other contract have been met. We shall have the right to withhold and/or ultimately dispose of some or all of the goods where reasonable and proportionate to do so.  You will further be liable to pay all storage charges and other costs incurred by our withholding your goods until we receive payment. These terms and conditions shall continue to apply. The additional charges referred to in this term shall apply in the event of a dispute regarding breach of contract on our part.


15. Subcontracting the work
15.a) We reserve the right to sub-contract some or all of the work.
15.b) In the event that we sub-contract, these terms and conditions will still apply.


16. Route and method
16.a) We have the right to choose the route for delivery.
16.b) Unless it has been specifically agreed in writing on our quotation, other space/volume/capacity on our vehicles and/ or the container may be utilised for consignments of other customer’s goods.


17. Advice and information.

Advice and information in whatever form it may be given is provided by the company for the customer only. Applicable law. This contract is subject to the Law and Jurisdiction of England

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