These Terms & Conditions apply to removal, packing, storage and related services booked with ShiftMate Removals (“ShiftMate”, “we”, “us” or “our”). “Customer” means the person who books the service. Nothing in these Terms limits any rights or remedies that cannot lawfully be limited under consumer law.
1. Quotations, Availability and Booking
Quotations are based on the information reasonably available to us when the quotation is prepared, including the volume and type of goods, addresses, access, stairs and lifts, parking, services required, staffing, vehicles and any information supplied by the Customer or identified during a survey.
A quotation does not by itself reserve a date. A booking is secured only when any required deposit has been received and ShiftMate has confirmed the booking.
Quotations remain subject to availability. If a significant period passes before booking, or the requirements or information materially change, we may review the quotation.
Once a booking is confirmed, the agreed price will not normally change unless the Customer requests additional services or the actual work materially differs from the information on which the quotation was based.
2. Deposits, Customer Cancellations and Date Changes
A small deposit will normally be required to secure a booking. The amount will be confirmed before payment.
Where the Customer cancels more than 7 days before the agreed service date, the deposit will normally be refunded or, at the Customer’s request, transferred to another available date.
Where the Customer cancels within 7 days of the agreed service date, we may retain some or all of the deposit only to the extent that this is reasonable in light of the losses and costs directly caused by the cancellation, taking account of any reasonable steps we can take to reduce those losses. A deposit will not be treated as automatically non-refundable where doing so would be unfair or contrary to the Customer’s statutory rights.
Where a Customer requests a change of date, we will normally transfer the booking and deposit to an alternative date if we have availability. If the request is made within 7 days of the original date and we cannot accommodate the requested alternative, the cancellation principles above will apply.
Nothing in this section overrides any statutory cooling-off or cancellation right described in section 3.
3. Statutory Cancellation Rights for Distance and Off-Premises Bookings
Where a consumer books a service at a distance (for example by phone, website, email or WhatsApp) or away from our business premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may give the Customer a 14-day right to cancel, subject to the Regulations and any applicable exceptions.
The cancellation period for a service contract generally begins when the contract is entered into. Where this statutory right applies, the Customer may cancel by making a clear statement to ShiftMate within the applicable cancellation period.
If the Customer asks us to begin or fully perform the service during the statutory cancellation period, we will obtain the Customer’s express request where required. If the Customer then cancels after performance has begun, the Customer may be required to pay a proportionate amount for services already supplied, where the law permits.
Where a service has been fully performed during the cancellation period following the Customer’s express request and the legally required acknowledgement has been given, the statutory right to cancel may be lost once the service has been fully performed.
Where statutory cancellation rights apply, they take priority over any inconsistent cancellation wording elsewhere in these Terms.
4. Payment and Additional Charges
Unless otherwise agreed, the remaining balance for a removal service is payable upon completion. Payment may normally be made by bank transfer, cash or a combination of both.
Additional charges may apply where the Customer requests extra services or where materially different circumstances reasonably require additional work, staff, vehicles, journeys, equipment or waiting time.
Where reasonably possible, we will explain and agree any significant additional charge before carrying out the additional work. Any additional charge must be reasonable and relate to the additional service or resources required.
5. Accuracy of Information, Final Photos/Videos and Changes to the Move
Customers must provide reasonably accurate information about the goods, addresses, access and services required.
We may request final photographs and/or videos of the goods, normally on the evening before the move, together with full addresses and parking/access information. This helps us confirm that the resources allocated remain suitable.
Reasonable minor differences in the number of belongings will not normally result in an additional charge. Where there is a material difference – for example substantially more goods, undisclosed furniture, extra dismantling, additional stairs, restricted access, longer carries or the need for another journey, vehicle or crew member – we may revise the price or offer another reasonable solution.
If the job is materially larger or different and cannot safely or reasonably be completed with the resources booked, we may decline the additional work or arrange it separately. This will not be treated as ShiftMate cancelling work that was accurately disclosed and originally agreed.
6. Arrival Windows, Customer Readiness and Delays
We will normally provide an estimated one-hour arrival window, usually on the evening before the move. Arrival windows are estimates rather than guaranteed appointment times.
We will make reasonable efforts to arrive within the stated window. Traffic, road closures, accidents, vehicle breakdowns, severe weather, earlier-job delays and other circumstances outside our reasonable control can cause delays. Where we become aware of a significant delay, we will make reasonable efforts to update the Customer.
Unless packing has been booked, packing should be substantially completed before our arrival. Minor last-minute preparation will not normally incur a charge, but substantial incomplete packing or preparation that materially increases the work or delays the move may result in a reasonable additional charge.
Where the Customer agreed to dismantle furniture before arrival but has not done so, we may carry out the work if practical and may charge where the additional work is significant. Minor additional dismantling will not normally be charged.
7. Access, Parking, Stairs and Waiting for Keys
Customers must disclose relevant access information, including stairs, floors, lifts, long carries, restricted access, loading restrictions, height/weight restrictions, permits, gated developments and reception or vehicle-registration requirements.
Where a permit or vehicle registration is required, the Customer is responsible for telling us and, where applicable, arranging the required permission or registration.
Clean Air Zone charges will normally be included unless stated otherwise. Congestion charges, tolls and other location-specific charges may be additional where stated in the quotation.
ShiftMate remains responsible for penalties arising solely from our own unlawful or negligent parking. Where a penalty results from the Customer failing to provide accurate instructions, arrange a required permit or registration, or provide information reasonably required to park lawfully, we may seek reimbursement of the reasonable cost.
If circumstances materially change on the day – for example a lift becomes unavailable – we will discuss practical alternatives. A reasonable additional charge may apply if the change materially increases the work, including additional stair carrying.
Where our vehicles are loaded and we are waiting for keys or access to the delivery property, the first two hours of waiting will not normally incur an additional charge. Time beyond that may be charged at the applicable hourly rate for the crew and vehicle(s).
8. Dismantling, Reassembly and Weak Furniture
Where dismantling and/or reassembly has been agreed in advance, it is included in the quotation.
Undisclosed additional dismantling or assembly may incur a reasonable additional charge depending on the work required; minor additional work will not normally be charged.
Flat-pack, chipboard, aged, previously dismantled, previously repaired, damaged or structurally weak furniture may not withstand repeated dismantling, moving and reassembly. Where we identify an increased risk, we may warn the Customer, recommend an alternative or decline to dismantle the item.
We are not responsible for deterioration caused solely by an item’s pre-existing weakness, defect or condition. This does not exclude responsibility for additional damage caused by our failure to exercise reasonable care and skill.
9. Packing, Customer-Packed Goods and Fragile Items
ShiftMate offers full and partial packing services. Where packing is booked, the scope will be agreed in the quotation and we will normally provide the reasonably required materials, which may include boxes, tape, bubble wrap and wardrobe boxes.
Where we pack goods, we will use reasonable care and skill and packing methods reasonably appropriate to the items.
Where Customers pack their own goods, they are responsible for using suitable containers and adequate protection. Fragile items such as glassware, crockery and ornaments should be individually protected and secured so they cannot move excessively. Writing ‘fragile’ on a box does not make inadequate packing adequate.
We are not responsible for loss or damage caused by inadequate customer packing where that inadequate packing is the cause of the damage. This does not exclude responsibility for damage caused by our handling where we have failed to exercise reasonable care and skill.
Where we notice obviously inadequate packing, we may advise the Customer, offer additional packing/protection where practical (which may be chargeable), or decline to move the item until it is adequately protected.
10. TVs, Mirrors, Valuables and High-Value Goods
Where possible, televisions and particularly fragile electronics should be transported in their original packaging and protective inserts. Where original packaging is unavailable, we may use padded TV covers, furniture blankets or other suitable protection where appropriate and available. Specific specialist protection should be requested in advance.
Mirrors, pictures and similar items may be protected with furniture blankets where appropriate. Specialist boxing or packing should be requested in advance.
Customers should personally retain cash, jewellery, watches, passports, important documents, bank cards, keys and other small high-value or irreplaceable items.
Customers must disclose unusually valuable items before the move and should tell us if the total value being carried may exceed the applicable Goods in Transit liability limit. We may require additional information, packing, handling arrangements or confirmation of cover before accepting particularly valuable goods.
11. Heavy, Oversized, Specialist or Unsafe-to-Move Items
Unusually heavy, oversized or specialist items – such as pianos, safes, stone/marble furniture, machinery or substantial gym equipment – must be disclosed during the quotation process and will only be moved where agreed.
We may request photographs, dimensions, approximate weight and access details. If an undisclosed specialist item is found on the day, we are not obliged to move it. We may offer to do so if suitable staff, equipment and access are available, subject to a reasonable additional charge.
Our team will not be required to force an item through an opening or carry out a task where they reasonably believe this creates an unacceptable risk of injury or significant damage. We may suggest dismantling, an alternative route, additional staff/equipment or leaving the item in a safe location.
12. Appliances, Plants and Prohibited Goods
Unless specifically agreed otherwise, washing machines, dishwashers, cookers and other connected appliances must be safely disconnected and ready for transport before we arrive. Our standard removal service does not include plumbing, gas or permanently connected electrical disconnection/reconnection.
Fridges and freezers must be emptied and appropriately prepared and defrosted where necessary.
Customers must not ask us to transport illegal, explosive, highly flammable or hazardous goods, including gas cylinders, fuels, fireworks or explosives. Open or partially used paint will not normally be transported; factory-sealed paint may be accepted at our discretion where safe.
Fuel-powered equipment must be made safe for transport and we may require fuel to be drained. Plants may normally be carried where practical, but large, delicate or valuable plants should be disclosed. Live animals must not travel in our removal vehicles.
We may refuse any item we reasonably believe is unsafe, unlawful, inadequately contained or likely to cause injury or damage.
13. Customer Responsibilities, Safety and Property Protection
Customers must provide a reasonably safe working environment, keep access routes reasonably clear and tell us about known hazards such as unsafe stairs, loose flooring, low ceilings or restricted access.
Children and pets should be kept away from active loading/unloading areas where reasonably possible. An adult authorised to make decisions should be present or reasonably contactable throughout the service.
We may stop or refuse work where continuing would present a genuine health and safety risk.
For house removals we may use floor protection, door protectors, blankets and other protective materials where appropriate. Customers who specifically require particular protection should request it before the move and should disclose delicate or newly finished surfaces.
We are not responsible for pre-existing property damage, normal wear and tear or damage resulting solely from an inherent weakness or defect. This does not exclude responsibility for property damage caused by our failure to exercise reasonable care and skill.
14. Pre-Existing Damage and Evidence of Condition
Customers should tell us about known existing damage, defects, weaknesses or previous repairs to goods or property before handling begins.
Where we notice existing damage or an item appears particularly weak or fragile, we may photograph or record its condition.
We strongly recommend that Customers take clear photographs or videos of valuable, fragile and important items before the move. This can help both parties establish condition if a dispute arises. The absence of photographs does not automatically prevent a genuine claim.
15. Goods in Transit, Public Liability and Limits of Cover
ShiftMate maintains Goods in Transit and Public Liability cover for its removal operations. At the date of these Terms, the Goods in Transit arrangement is Full Value Liability subject to a £10,000 vehicle limit for one vehicle, and the Public Liability limit is £1,000,000, in each case subject to the applicable policy terms, conditions, exclusions and excesses.
The £10,000 vehicle limit is not a promise that every loss is automatically covered up to £10,000. Customers must disclose particularly valuable goods and should contact us before booking if the value of the load may exceed the applicable limit.
Insurance arrangements can change. Customers who require confirmation of current cover or who have goods requiring special insurance arrangements should ask us before the move.
16. Loss, Damage, Reporting and Resolution
ShiftMate will exercise reasonable care and skill when handling and transporting goods.
We are not responsible for loss or damage caused solely by inadequate customer packing, an inherent defect or weakness, pre-existing damage, or another matter for which we are not legally responsible. Applicable insurance wording may also contain exclusions, including for inadequate packing and certain mechanical, electrical or electronic breakdown/failure.
Obvious loss or damage should be raised with the team before they leave where reasonably possible. Damage discovered later should be reported as soon as reasonably possible. Failure to identify damage before the team leaves does not automatically prevent a genuine claim.
Customers should provide reasonable details and, where available, photographs, videos, receipts, proof of value or repair estimates. Damaged goods and relevant packaging should be retained until we have had a reasonable opportunity to inspect or assess them.
Where we accept responsibility, we will seek a fair remedy. Depending on the circumstances, this may include a reasonable repair, suitable replacement, reasonable financial compensation or referral to our insurer. The age, condition, value and repairability of the item may be relevant.
Where an item can reasonably be repaired, the Customer should allow us a reasonable opportunity to assess or arrange a repair before independently replacing or repairing it.
Nothing in these Terms excludes or restricts liability where it would be unlawful to do so, including the Customer’s statutory right to services performed with reasonable care and skill.
17. Handyman and Specialist Trade Services
Certain handyman or specialist trade services may be carried out by an appropriately skilled contractor who maintains their own relevant insurance.
For TV mounting and similar work, suitable tools and detection equipment will be used where appropriate, but detection equipment cannot guarantee that every concealed pipe, cable or obstruction will be identified. Customers must disclose known concealed services or other relevant information.
Where the Customer supplies a TV bracket, fixing or other material, the Customer is responsible for ensuring it is suitable for the intended equipment, wall and load. We are not responsible for failure caused by defective, unsuitable, incompatible or incorrectly specified customer-supplied products.
The installer may refuse to use any bracket, fixing, wall or component reasonably considered unsuitable or unsafe. Nothing in this section excludes responsibility for work not carried out with reasonable care and skill.
18. Storage Services and StoreProtect
Where storage is booked through ShiftMate, goods may be stored in rooms, units or containers arranged by ShiftMate with a third-party storage facility, normally in ShiftMate’s name.
Customers must provide accurate information about goods entering storage and disclose particularly valuable, fragile, unusual or specialist items.
Where Safestore StoreProtect applies, it is an enhanced liability arrangement rather than a contract of insurance and is subject to the provider’s terms, exclusions, limitations and the Maximum Replacement Value declared for the storage arrangement.
Customers must give us an accurate estimate of the replacement value of all goods being stored and notify us if that value materially changes. Under-declaring the replacement value may reduce the protection available.
Access to stored goods may require advance arrangement and is subject to the operating and access requirements of the storage facility.
19. Prohibited and Restricted Storage Goods
Storage restrictions are different from transport restrictions. Customers must not provide goods for storage that are prohibited by the applicable facility.
Subject to the facility’s current rules, prohibited or restricted items may include standalone lithium-ion batteries and power banks; certain battery-powered vehicles and devices; laptops/tablets containing built-in lithium-ion batteries; plants or living things; gas, petrol, oil, paint, solvents and other flammable materials/liquids; firearms, ammunition, explosives or weapons; dangerous chemicals, radioactive materials, biological agents, toxic waste or asbestos; compressed gases; illegal, stolen or counterfeit goods; goods emitting fumes or odours; and items requiring specialist storage.
Customers must disclose unusually valuable storage goods because additional restrictions or written approval requirements may apply.
20. Storage Charges, Non-Payment and Redelivery
A deposit may be required before goods are collected or accepted for storage. Storage may be paid in advance for an agreed number of months or monthly by bank transfer. Weekly payment arrangements are not offered.
Where a prepaid period ends and storage continues, further monthly charges become payable. Customers remain responsible for payment when due even if we send reminders.
If storage charges are overdue, normal storage charges continue to accrue while the goods remain stored. Where legally permitted, we may withhold release/redelivery until properly due storage and redelivery charges have been paid.
We may seek reasonable and proportionate costs actually incurred as a result of persistent non-payment. Goods do not automatically become ShiftMate’s property because payment is missed. Any eventual sale, disposal or other action concerning uncollected goods will only be taken in accordance with applicable law and required notice procedures.
Customers should give at least 7 days’ notice when requesting redelivery. This notice does not guarantee the requested date; redelivery is subject to crew and vehicle availability and we may offer the nearest practical alternative.
Where collection, storage and redelivery were all included in the original quotation, the agreed charges apply. Where redelivery was not included, it will be quoted separately once the delivery details are known.
Storage is charged in monthly periods. If goods are removed part-way through a paid storage month, no pro-rata refund will normally be made for the unused portion unless required by law or otherwise agreed.
21. Cancellation or Inability to Perform by ShiftMate
If we cannot provide the agreed service because of vehicle breakdown, serious staff illness, accident, severe weather or another circumstance outside our reasonable control, we will make reasonable efforts to minimise disruption and may offer an alternative vehicle, crew, time or date.
If ShiftMate cancels and cannot provide a reasonable alternative acceptable to the Customer, payments relating to the service that will not be supplied will be refunded.
We will not be treated as having cancelled where performance is prevented because of circumstances attributable to the Customer, such as materially inaccurate information, unsafe conditions, undisclosed access restrictions, prohibited goods or a material difference in the work required. We will, where practical, discuss reasonable alternatives and any additional charges.
22. Crew Members, Subcontractors, Ownership and Authority
ShiftMate may use employees, self-employed crew members, subcontractors or other suitably competent service providers where reasonably necessary, including additional vehicles, staff or specialist assistance.
Where the Customer contracts with ShiftMate for the removal service, ShiftMate remains responsible for arranging and managing that service. Separately provided specialist trade services may be subject to additional terms where made clear to the Customer.
By booking, the Customer confirms that they own the goods or have the owner’s authority to instruct us to move and/or store them. Customers must disclose any known ownership dispute or restriction. We may refuse to move, store or release goods where we reasonably believe there is a genuine ownership or authority dispute.
23. Complaints, Privacy and Changes to These Terms
If a Customer is dissatisfied, they should contact us as soon as reasonably possible so we have an opportunity to investigate. Complaints should preferably be sent in writing to info@shiftmate.co.uk and include the Customer’s name, service date and sufficient details of the issue.
Where a complaint concerns loss or damage, supporting photographs, videos, evidence of value or other relevant information should be supplied where reasonably available. We will investigate fairly and aim to respond within a reasonable period. Matters involving an insurer, storage provider or specialist contractor may also depend on their procedures.
We process personal information as reasonably necessary to provide services, manage bookings and meet legal/administrative obligations, in accordance with the ShiftMate Removals Privacy Policy available on our website.
We may update these Terms from time to time. The version applicable to a booking will normally be the version in effect when that booking is confirmed, unless a change is required by law or expressly agreed with the Customer.
24. General Legal Terms and Contact Details
If any provision of these Terms is invalid, unlawful or unenforceable, it will be modified or removed only to the minimum extent necessary and the remaining provisions will continue to apply.
Except where expressly stated otherwise, a person who is not a party to the agreement between ShiftMate and the Customer has no right to enforce these Terms.
These Terms and agreements between ShiftMate and its Customers are governed by the laws of England and Wales. Nothing in these Terms removes any mandatory consumer right, including any applicable right concerning where legal proceedings may be brought.
ShiftMate Removals is operated by Aaron Hodgson as a sole trader.
Email: info@shiftmate.co.uk
Address for correspondence and service of documents:
ShiftMate Removals
c/o UHY Hacker Young
9-11 Vittoria Street
Birmingham
B1 3ND