These Terms and Conditions govern the provision of Services by Onyx Moving Services Ltd. By booking our Services you agree to be bound by them. Please read them carefully.
1. Definitions
- “Company”, “we”, “us” or “our” means Onyx Moving Services Ltd.
- “Customer”, “you” or “your” means the individual, household, business, or organisation booking our Services.
- “Goods” means any items, effects, furniture, equipment, documents, or other property entrusted to us for removal, transport, packing, storage, or handling.
- “Services” means removals, office relocations, packing, unpacking, furniture assembly and disassembly, storage, and any other service we agree to provide.
- “Contract” means the agreement between you and us, made up of these Terms and Conditions, the quotation, and any written booking confirmation.
2. Booking
A booking is only confirmed when all of the following have occurred:
- you have accepted our written quotation;
- any required deposit has been paid; and
- we have issued written confirmation of the booking.
Unless otherwise stated in writing, quotations remain valid for 30 days from the date issued.
We reserve the right to decline or withdraw a quotation if the information provided is incomplete, inaccurate, or materially changes before the move date.
3. Quotations
Our quotations are based on the information you provide to us, including but not limited to the volume of Goods, access conditions, distance, parking, and any additional Services requested.
Additional charges may apply if:
- there are more items to move than originally quoted;
- access is more difficult than described;
- stairs, long carrying distances, lifts, or restricted access were not disclosed;
- waiting time exceeds the agreed allowance;
- parking restrictions, permits, or access issues cause delays;
- the collection or delivery address changes;
- additional packing, dismantling, reassembly, or handling is required; or
- the move date, time, or scope of work changes after the quotation has been accepted.
Any material change to the scope of work may require a revised quotation.
4. Deposits
For residential removals: a 25% deposit is required to secure the booking.
For commercial removals: the deposit amount will be confirmed in the quotation.
Deposits are non-transferable unless we agree otherwise in writing and are used to reserve your move date, allocate staff, and schedule vehicles and equipment.
5. Payments
Unless we agree otherwise in writing, the balance is payable:
- before unloading begins; or
- immediately upon completion of the Services.
We accept the following payment methods:
- bank transfer
- debit card
- credit card
- cash, where agreed in advance
All payments must be made in cleared funds.
Late payments may incur:
- interest at 8% above the Bank of England base rate; and
- reasonable recovery costs, administration fees, and legal expenses incurred in collecting the debt.
We reserve the right to suspend or withhold Services where payment is overdue.
6. Cancellation
If you cancel your booking, the following cancellation charges apply unless otherwise agreed in writing:
- More than 14 days before the move: your full deposit will be refunded.
- 7 to 14 days before the move: your deposit will be retained.
- Less than 7 days before the move: up to 75% of the booking value may be charged.
- Less than 48 hours before the move: up to 100% of the booking value may be charged.
If we cancel because of unforeseen circumstances beyond our reasonable control, we will refund all money paid or offer an alternative date, at our discretion.
If you request to reschedule, we will do our best to accommodate the change, but any revised date remains subject to availability and may incur additional charges.
7. Customer Responsibilities
You agree to:
- provide a complete and accurate inventory and all relevant move details;
- ensure you have the legal right to move the Goods;
- notify us in advance of any fragile, valuable, oversized, or specialist items;
- arrange any required parking permits, suspensions, or access permissions;
- ensure access is available at both collection and delivery addresses;
- disconnect appliances unless we have expressly agreed to do this;
- empty drawers, cupboards, and wardrobes where appropriate;
- secure loose items, fittings, and detachable parts;
- ensure children and pets are supervised during the move; and
- ensure that the premises are safe and suitable for our team to work in.
You are responsible for ensuring that all Goods are ready for collection at the agreed time.
8. Items We Will Not Move
Unless we agree otherwise in writing, we will not transport:
- cash
- jewellery
- watches
- precious metals
- firearms
- explosives
- illegal goods
- hazardous chemicals
- gas bottles
- ammunition
- flammable liquids
- live animals
- perishable food
- medical waste
- controlled drugs
- items requiring specialist licensing or handling
If such items are discovered during the move, we may refuse to handle them and may charge for any resulting delay or additional work.
9. High Value Items
Any item worth more than £1,000 must be declared to us before the move. This includes, without limitation:
- artwork
- antiques
- designer furniture
- collectables
- high-value electronics
- jewellery
- specialist equipment
If you do not declare such items, this may limit or exclude any compensation or insurance recovery in the event of loss or damage.
We may require additional packaging, handling arrangements, or insurance cover for high-value items.
10. Packing
If we pack your Goods: we will use reasonable care and professional standards in packing the items entrusted to us.
If you pack your own Goods:
- you are responsible for ensuring that the packing is suitable, secure, and appropriate for transport;
- we are not responsible for damage caused by inadequate packing, unsuitable boxes, overfilled cartons, or insufficient protection.
Where we supply packing materials, they are provided for use in connection with our Services only unless otherwise agreed.
11. Customer-Packed Boxes
We cannot inspect the contents of customer-packed boxes without opening them, and we are not obliged to do so.
We are not responsible for damage caused by:
- poor packing;
- overloading;
- insufficient cushioning;
- movement inside the box;
- weak or damaged cartons; or
- items packed together in a way that causes damage in transit.
Where boxes are visibly unsuitable for transport, we may refuse to move them or may move them only at your risk.
12. Access
Additional charges may apply where:
- the carry distance exceeds 20 metres;
- there is more than one flight of stairs;
- a lift is unavailable or unsuitable for use;
- building management, security, or third parties cause delays;
- access is restricted, narrow, or otherwise difficult;
- we have to wait for keys, codes, or entry permissions; or
- specialist equipment is required to complete the move safely.
You must ensure that access routes are clear and suitable for the safe movement of Goods.
If access conditions differ materially from those disclosed at the time of quotation, we may revise the price or suspend the Services until the issue is resolved.
13. Delays
We are not liable for delays caused by:
- traffic;
- road closures;
- weather;
- vehicle accidents;
- ferry delays;
- customer delays;
- property chains;
- delays in releasing keys;
- access restrictions;
- third-party interference; or
- any other event beyond our reasonable control.
Where delays occur, we will use reasonable efforts to continue the move as efficiently as possible, but additional waiting time, labour, or vehicle costs may be charged.
14. Storage
Where we provide storage:
- storage fees are charged weekly or monthly, as agreed;
- access is by appointment only;
- storage charges must remain paid in full and on time;
- Goods may be subject to inventory, handling, and administration procedures; and
- we may require notice before access is granted.
If charges are not paid, we may take legal steps to recover the debt and may exercise any rights available to us under law in relation to unpaid storage fees and Goods held in storage.
We are not responsible for deterioration caused by inherent defects, unsuitable packaging, or items stored contrary to our instructions.
15. Insurance
Standard Goods in Transit cover applies only to declared Goods and is subject to the terms, conditions, exclusions, and limits of the relevant policy.
We recommend that you arrange separate insurance for:
- antiques
- artwork
- collectables
- high-value electronics
- sentimental items
- items of irreplaceable personal value
It is your responsibility to ensure that any insurance you require is in place before the move date.
We do not provide insurance advice and cannot guarantee that any claim will be accepted by an insurer.
16. Damage Claims
You must report damage within the following time limits:
- Visible damage: within 48 hours.
- Hidden damage: within 7 days.
Any claim should include:
- photographs;
- a description of the damage;
- the item’s value;
- the date and time the damage was discovered; and
- proof of ownership, if requested.
Failure to notify us within the relevant time limit may affect our ability to investigate the matter and may limit any remedy available to you.
We may inspect the Goods, packaging, and relevant premises before determining liability.
17. Exclusions
We are not responsible for:
- pre-existing damage;
- poorly packed Goods;
- electrical faults after transport;
- mechanical failure of appliances;
- pressed wood furniture coming apart;
- chipboard failure;
- weakness in flat-pack furniture;
- normal wear and tear;
- loss of profit;
- business interruption;
- indirect or consequential loss; or
- loss arising from inaccurate information provided by you.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.
18. Customer Delays
If our team cannot start work because:
- the property is not ready;
- keys are unavailable;
- parking is unavailable;
- a lift is unavailable;
- access is blocked; or
- you are not present when required,
waiting time may be charged at our applicable hourly rate or part thereof.
If delays are significant, we may need to reschedule part or all of the move, and additional charges may apply.
19. Parking Charges
You are responsible for:
- parking permits;
- suspension fees;
- access permits; and
- any other charges required to lawfully park or operate our vehicles at the collection or delivery address.
Where permitted by law, parking fines, penalties, or enforcement charges caused by your instructions, inaccurate information, or failure to arrange access may be recharged to you.
We will not be responsible for parking restrictions that were not disclosed to us in advance.
20. Force Majeure
We are not liable for any failure or delay caused by events beyond our reasonable control, including:
- flood;
- fire;
- storm;
- industrial action;
- terrorism;
- war;
- government restrictions;
- pandemics;
- civil unrest; or
- mechanical breakdown beyond our reasonable control.
If a force majeure event occurs, we may suspend, postpone, or cancel the Services without liability, and we will work with you to arrange an alternative date where reasonably possible.
21. Health & Safety
Our staff may refuse to move items where:
- the weight is unsafe;
- conditions are dangerous;
- access is unsafe;
- the item is unstable or improperly prepared;
- specialist equipment is required but unavailable; or
- there is abusive, threatening, or unsafe behaviour.
We reserve the right to stop work immediately if we believe continuing would place our staff, your property, or third parties at risk.
You must ensure that the premises are safe, adequately lit, and free from hazards before our team arrives.
22. Customer Conduct
Abusive, threatening, discriminatory, or aggressive behaviour towards our staff will result in immediate suspension of Services.
If work is stopped because of abusive behaviour, no refund will be due for Services already provided, and any additional costs incurred may be charged to you.
We operate a zero-tolerance policy towards harassment, intimidation, and violence.
23. Office Relocations
If you are a commercial customer, you must:
- clearly identify IT equipment, servers, and specialist hardware;
- back up all electronic data before the move;
- remove or secure confidential information where required;
- disconnect systems safely unless we have agreed otherwise; and
- notify us of any equipment requiring specialist handling.
We accept no liability for loss of electronic data, software corruption, system failure, or business interruption unless caused directly by our proven negligence and only to the extent permitted by law.
Where specialist commercial handling is required, additional terms may apply.
24. Confidentiality
We handle customer information in line with UK data protection laws and use it only to provide our Services, manage our business, and comply with legal obligations.
We will take reasonable steps to protect confidential information disclosed to us in the course of providing Services, but we are not responsible for information left visible, unsecured, or accessible at the property unless otherwise agreed in writing.
25. Complaints
Complaints must be made in writing within 14 days of completion of the Services.
Please include full details of the issue, supporting photographs where relevant, and any documents that may assist our investigation.
We aim to respond within 5 working days and will use reasonable efforts to resolve complaints promptly and fairly.
Submitting a complaint does not suspend your payment obligations unless we agree otherwise in writing.
26. Governing Law
These Terms and Conditions are governed by the laws of England and Wales.
Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
Contact
Onyx Moving Services Ltd
Telephone: 0333 772 4898
Email: info@onyxmovingservices.co.uk
Website: www.onyxmovingservices.co.uk
Company Number: 17355354
Registered Office:
Onyx Moving Services Ltd
187–189 Warwick Road
Solihull
B92 7AW
