Terms and Conditions of Service. Please Read Before Booking

Moving house is a major operation. While we always work with the utmost care, a successful move requires teamwork and clear communication. We keep our removal prices affordable. Because of these low rates, we cannot take on massive financial risks, such as transporting high-value luxury electronics or fragile glass furniture that can break from standard road movements. These Terms and Conditions are not here to be difficult; they are here to clearly outline what we can do, what we cannot do, and what you need to have ready before our van arrives. By reading and accepting these terms, you help us ensure a smooth, safe, and stress-free moving day for everyone.

1. Introduction

Welcome to Fast Moving Van ("we", "us", or "our"). These Terms and Conditions govern your use of our website and our professional removal services. By accessing our website, submitting a request, or accepting our terms via the provided link, you agree to be legally bound by this agreement.

2. How the Contract is Formed Between Us

2.1. The Booking Request: When you submit a removal request via our website form, you are making an offer to book our services. This initial request does not secure or guarantee your removal slot.

2.2. Review and Terms Acceptance: Upon receiving your request, we will send a secure link to your mobile number via text message (SMS) or WhatsApp. You must open this link to read and actively accept these Terms and Conditions.

2.3. Contract Confirmation: The legal contract between us is officially formed only when you have accepted these terms via the link and we send you a final, explicit Booking Confirmation message via text or WhatsApp.

2.4. Availability: Will be discussed during the negotiating process. All removal dates and times are subject to vehicle and crew availability. If your requested slot is unavailable, we will contact you via text message or phone call as soon as possible to offer an alternative.

3. Booking Requirements and Eligibility

3.1. Preconditions for Booking: To prevent scheduling conflicts, lost bookings, and unnecessary last-minute changes, you (the Customer) must not request a formal booking slot until you have:

• Know when you legally signed and executed your tenancy agreement with your landlord or letting agency, or, if you are buying a house or flat, when completion day is; and
• Have a confirmation of the exact date and time your new property keys will be released to you.

3.2. Inaccurate Information: Fast Moving Van understands that some things might change. Please inform us immediately when you know things are being delayed and you need to update your booking time or date. If you book a slot based on estimated or unconfirmed key times, and those times change, your move will be treated as a change of booking and will be subject to the late cancellation/postponement terms in Section 4.

4. Cancellation and Postponement Policy

4.1. No Statutory Cooling-Off Period: In accordance with Regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, statutory 14-day cancellation rights do not apply to these removal services as they are booked for a specific date of performance.

4.2. Our Voluntary 48-Hour Policy: We choose to offer our customers flexibility. You may cancel or postpone your booking for any reason, free of charge, provided you give us at least 48 hours’ notice before the agreed moving date and time.

4.3. Short-Notice and Last-Minute Bookings: If you request a booking that is scheduled to take place within the next 48 hours (such as next-day or same-day moves), your booking is classified as a "Short-Notice Booking." Because we must immediately reserve the van, allocate a crew, and reject other incoming requests for that slot, the 48-hour free cancellation policy does not apply. Short-Notice Bookings are strictly non-refundable and non-cancellable from the moment we send your Booking Confirmation text.

4.4. Late Cancellations: If you cancel or postpone your booking with less than 48 hours’ notice, you agree to pay a late cancellation fee equal to 50% of the total agreed removal charge. This fee covers our administrative costs, vehicle allocation, and the loss of business from other booking requests that we rejected on your behalf.

4.4. How to Cancel: To cancel or change your booking, you must notify us directly via a phone call or text/WhatsApp message. The time of cancellation is deemed to be the time we receive your notification.

5. Arrival Times, Booking Duration, and Completion Wording

5.1. Estimated Arrival Windows: Due to the unpredictable nature of London traffic, road closures, and delays at previous jobs, all arrival times given via text or phone call are estimates only. While we manage to arrive on time to most of our bookings, we do not guarantee a precise arrival time and are not liable for costs caused by traffic delays.

5.2. Legal Definition of Booking Start Time: Your paid removal booking officially begins the exact moment the Fast Moving Van arrives at your departure address, parks, and our team announces their arrival to you (via a knock on the door, a phone call, or a WhatsApp message). Paid time does not begin when the first item is loaded into the van.

5.3. Driving Time is Included: The booking runs continuously throughout the move. Driving time from your departure address to your arrival address is fully included within your paid booking time. You are paying for the van and crew to be actively in transit with your belongings.

5.4. Legal Definition of Booking Finish Time: Your booking officially finishes, and the billable clock stops, only when the van is entirely empty and you (the Customer) explicitly instruct our team that the job is complete. This depends on the service level you choose: [1, 2, 3]

• Full Delivery: The clock stops after our team has carried all items inside the new property and up any necessary stairs, and you confirm you are satisfied.
• Doorstep Delivery: If you choose to save time/money by having items left at the doorstep, the clock stops the moment the final item is unloaded onto the doorstep/ground and the van is empty.

5.5. Customer Unreadiness: If we arrive and you are not fully ready to begin loading (e.g., you are still packing boxes), the clock remains running, and you will be billed for this standby time.

6. Our Performance and Customer Obligations

6.1. Reasonable Care and Skill: We will perform the removal services with reasonable care and skill in accordance with the Consumer Rights Act 2015.

6.2. Your Responsibilities: To ensure we can perform our services safely, you must:

• Ensure safe, legal, and unobstructed access to both properties;
• Declare and mark any high-value, fragile, or unusually heavy items;
• Ensure all items are packed securely in strong boxes, unless you have booked our full packing service.

7. Excluded High-Value Items and Liability Limitations

7.1. Our standard removal services are designed for general household goods. We do not transport, and accept absolutely zero liability for, any single item (including but not limited to high-end TVs, premium electronics, luxury goods, antiques or artwork).

7.2. Glass and Fragile Furniture Disclaimer: Due to the inherently fragile nature of glass, we offer no guarantee and accept no liability for any damage to glass furniture, mirrors, glass tabletops, or greenhouse panels during transit, unless we have specifically been paid to provide a professional, bespoke packing service for those items. Customers transport glass items at their own risk.

7.3. Owner-Packed Goods: We accept no liability for damage to items packed into boxes by you (the customer). We only accept responsibility if a box or item is physically dropped or visibly mishandled directly by our crew.

8. Parking, Loading, and Permits

8.1. Legal Definition of Loading vs. Parking: In accordance with UK traffic regulations and London traffic management guidelines, our vehicle is only legally permitted to stop on restricted public roads (such as single or double yellow lines) while active, continuous loading or unloading of bulky goods is visible to enforcement officers. If loading stops for any reason (including waiting for keys, taking a break, or packing items inside the house), the van is legally deemed "parked".

8.2. Customer Duty to Provide Parking Space: As local residents, you (the Customer) are solely responsible for ensuring that a legal, safe parking space, permit, or council-approved bay suspension is secured for our van at both the departure and arrival properties. Because we are a commercial entity and not local residents, we cannot purchase local resident permits or visitor vouchers on your behalf.

8.3. High-Rise Apartments & Concierge Access: If you are moving into or out of a high-rise apartment block, you must contact the building concierge or management office in advance to secure access to the building's designated loading bay or underground car park. Please Note: Our removal van requires a minimum height clearance of 2.5 metres to enter any underground structure or gated archway. If our van cannot fit due to height restrictions, you must ensure an alternative legal parking spot is ready on the street.

8.4. Private Roads and Unmanaged Estates: For buildings, houses, or flats located on private roads without a concierge, you must follow the instructions displayed on the local entry signage to register our vehicle. Private roads are heavily monitored by independent parking enforcement companies. You must follow the signs to obtain a temporary visitor or contractor parking permit for our private hire van upon arrival.

8.5. Liability for Parking Fines (PCNs): The Customer is legally obligated to fully cover the cost of any parking fines or Penalty Charge Notices (PCNs) issued to Fast Moving Van during the entire duration of the booking. This includes fines handed to our drivers on the spot by enforcement officers, as well as fines sent to Fast Moving Van by post from local councils or private parking companies for violations that occurred during your job. All fine amounts will be added to your final invoice or billed to you immediately upon receipt.

8.6. Illegal Parking Instructions: Our drivers will not park in clear violation of the law (such as blocking pedestrian crossings, red routes, or clearways). If a safe, legal stopping point cannot be found within a reasonable distance of the property, we reserve the right to suspend the move, and late postponement fees will apply. [1, 2, 3, 4, 5]

8.7. To avoid any unnecessary nuance or parking fines van need to be placed according to local laws and the highway code.

9. Pricing and Payment

9.1. Quoted Prices: The prices for our services will be as quoted to you via text. There won't be any additional charges unless there are additional requests not discussed during the negotiating process from the customer. The quote includes the Congestion Charge tunnel crossing charges, if applicable.

9.2. Payment Timing: You must pay for the removal services upon completion of the move.

10. Acceptable Use

10.1. You agree to use our website only for lawful purposes. You must not:

• Use the site in a way that breaches any local, national, or international law or regulation;
• Use the site to transmit unsolicited commercial advertising (spam);
• Attempt to gain unauthorised access to our site, server, or database.

11. Intellectual Property

All content on this website, including text, graphics, logos, and images, is the property of Fast Moving Van Ltd and is protected by UK and international copyright laws. You may not reproduce or use any of our intellectual property without our express written permission.

12. Data Protection and Privacy

We will only use your personal information as set out in our Privacy Policy. Please review our Privacy Policy to understand how we collect, use, and store your data - Data protection

13. Governing Law, Jurisdiction, and Statutory Rights

13.1. Governing Law: These Terms and Conditions, and the contract between us, are governed by and construed in accordance with the laws of England and Wales.

13.2. Statutory Rights: Nothing in these terms is intended to exclude, restrict, or modify your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable UK consumer legislation.

13.3. Jurisdiction: Any legal disputes, claims, or proceedings arising out of or in connection with our removal services shall be subject to the exclusive jurisdiction of the courts of England and Wales.