TERMS & CONDITIONS
1. Our Quotations
1.1 Our quotations only become a booking only when you will receive booking
confirmation via text or email from swiftremoval.co.uk
1.2 Our prices do not include charges such as the congestion charge, parking fines
due to customers not providing parking, toll charges, ferry charges, pre-paid parking
charges, meter charges, and Dartford charges plus any other charges that are due to
customer negligence.
1.3 We must be informed about any additional destinations as there will be extra
charges depending on the mileage and the number of destinations.
1.4 Our system gives you quotations and prices by adding up all charges for flights
of stairs and labour charges. If any information is not given during the booking
process, we might have to charge you accordingly upon arrival.
1.5 National and International quotations will vary due to ferry and toll prices.
Therefore, if you make your international booking well in advanced, you’ll be more
likely to get the best price.
1.6 All drivers are given an hour window from the designated booking time to arrive
due to unexpected road traffics, accidents, and other unforeseen circumstances.
2. Your Responsibilities
2.1 Customers must reserve the closest parking area to the pickup address, whether
it is done through the council or done privately, and must have this organised before
the arrival of our employees.
2.2 Swift Removal customers are liable for all parking tickets or parking charges for
the vehicle that is assigned to their booking during the moving time.
2.3 Children must be kept away during the move due to safety purposes.
2.4 You must ensure that all your items can fit into doors to the destination premises
as we are not obligated to move items through balconies or windows.
2.5 You must be ready to start when the driver arrives as all booking times begin
when the driver arrives at the pickup address.
2.6 It is the customer’s responsibility to obtain proof of value of any items they wish
to claim for, such as: receipts, invoices and repair estimates. This will be requested
before any claims can be processed.
2.7 It is the customer’s responsibility to check their property for any damages during
the move before the driver has completed the job, otherwise we cannot be held
responsible for the damages and cannot accept your claim as it is no longer during
the booking frame.
2.8 The customer has to make sure that all items in the van are offloaded, as items
claimed to be lost after the van has left the job will not be our responsibility. Swift
Removal will not accept liability for lost items as we cannot claim on the insurance if
it is not reported during the job.
2.9 All fridges and freezers must be defrosted and empty before the job begins due
to safety purposes.
3. Ownership of Goods
3.1 Customers must have ownership to all goods we are asked to move for them.
3.2 If you are trying to move goods that do not belong to you without consent from
the owner, then your booking may be cancelled and you will be held liable for the
total cost of the booking.
4. Bookings through the website
4.1 Bookings made through the website can be cancelled if the booking details are
incorrect, in which case, you will be contacted and notified a day before.
4.2 If you book via our website and the price has come up incorrect, then we are
able to contact you and confirm the correct price before sending a van to you. If you
do not accept the correct price, your booking may be cancelled or amended.
4.3 Bookings requested for the same day are not guaranteed and may be cancelled
or delay if it cannot be covered by us.
4.4 If we are fully booked and you have made an online booking, we may need to
contact you to rebook it at another day and time. If this is not possible for you as a
customer, then you have the right to cancel the booking.
4.5 Online bookings that are not verbally communicated with us are not guaranteed,
as we may need to clarify your details and take a required deposit to secure your
booking.
5. Call Recording
5.1 All calls are recorded for training and quality purposes.
6. Cancellations
6.1 All bookings made within 24 hours cannot be cancelled and will incur a
cancellation fee of 50% of the total amount.
6.2 If jobs get cancelled due to the customer not been able to find parking, we will
charge the price of 2 hour of the service you have chosen as a cancellation fee.
6.3 Swift Removal London has the right to cancel and/or change any booking due to:
unsecured jobs (no deposits paid), customers that do not treat our drivers with
respect and bookings with incomplete information.
6.5 All deposits made for a booking or reservation will not be refunded if the job is
cancelled by the customer.
7. Insurance
7.1 Public Liability insurance in place to cover damages to property during the
services carried out in your booking.
7.2 Goods in Transit insurance in place to cover damages to items in the van for a
value of up to £10,000.00 per van loaded.
7.3 Higher Reward insurance in place to allow our customers that have difficulties
travelling, allowing them to be insured to travel with the driver in the van.
7.4 Our insurance policies are in place for your confidence in our services. Any
claims made on these are subject to a charge of £250 excess per claim. This will be
deducted from your total payout.
7.5 Please note that our insurances do not cover owner-packed goods, any items
that are not packed by our employees will not be covered by the insurance as we do
not know the content and condition of the item before being packed.
7.6 Any items that exceed the value of £500 must be reported to us. You must
request an inventory form from the driver to note these items. Items of value above
£500 will not be covered if they are not notified on the inventory form.
7.7 Any damaged items must be reported within 24 hours of the delivery of the items.
Any claims to damages made after this period means that we cannot guarantee your
claim. Swift Removal will not take responsibility for damages reported after the
period of 24 hours.
7.8 Any customers that wish to process a claim under our insurance must allow up to
28 working days for the claim to be submitted by us to the insurance company.
Once we have submitted your claim, the insurance company will be in touch. This
process does not have a time limit as different cases can vary from one to another.
7.9 Property damages must be reported to us whilst our employees are at the
property, as our employees need to take pictures, videos and examine the damages.
Claims of property damage will not be accepted once our employees are no longer
at the property and we therefore cannot be held responsible.
8. Claims
8.1 Customers that wish to make claims on the insurances must have written
confirmation with any pictures, videos and evidence that can support the claim.
8.2 All claims made by customers are subject to £250 +VAT per claim and must be
paid before the process can begin.
8.3 The claim application that we will provide out must be filled with the accurate
details and returned back to us within 5 working days.
8.4 All damages to items need to be reported within 12 hours of the completion time.
8.5 All property damages need to be reported while our employees are on the job.
9. Privacy
9.1 All details provided to us must be accurate and up to date.
9.2 Customers information are only given to the designated drivers for that particular
job.
10. Congestion Charge
10.1 We are entitled to charge you for the congestion charge in Central London
when our vans are required to go through the Congestion Charge London zones.
11. Discounts
11.1 Online bookings are entitled to a 5% discount on the total.
11.2 Bookings made by students can get extra discounts and help on the price per
hour after the booked time if they can provide student ID for verification.
12. International Moves
12.1 We provide support and additional services for our international moves, our job
is to help reduce the amount of stress our customers might have during their house
move.
12.2 All Toll charges and travelling expenses are included in the prices.
13. Jobs that we do not accept
13.1 We do not accept any bookings that require us to take items through windows
and/or balconies.
13.2 Heavy items such as grand pianos and American fridges are required to be on
the ground floor for removal, otherwise the job may need more people due to heavy
weight.
14. Customers Responsibilities
14.1 Customers are responsible for any PCN charges that the drivers get during the
booking time if parking is not reserved for them beforehand.
14.2 Customers must book parking permits from their council if needed.
14.3 All pay and display charges must be paid by the customer if parking spaces are
not reserved for our vans.
15. Customer Complaints
15.1 Customer complaints should be put into formal writing and sent to us via email
to be processed.
16. Our rights to dispose of customers goods
16.1 Any items that are left with the drivers and vans must be collected within 5
days.
16.2 Customers that have acceptable reasons for not collecting items can contact us
and inform us so that we can arrange full storage.
16.3 Drivers need to be acknowledged as they will wait 20 minutes after arrival, if
the customer is not answering the phone and/or there is no response, the job will be
left and full payment must be made for the booking.
16.4 Customers are responsible to ensure all goods have been removed from the
property, arranging another trip back to the property will result in extra time and extra
charges.
17. Payment & Arriving time
17.1 Bookings all need to be charged 20% deposit if the total booking amount
exceeds £200.
17.2 Prices can change depending on extra time or labour needed on the job.
17.3 All jobs booked for a certain number of hours will have to pay for the full amount
even if the job finishes before the ending time.
17.4 All our drivers have an hour estimated time for arrival. Please allow up to one
hour from your booking time for the arrival of the van in case of traffic, road works or
any other factor that may delay the drivers.
17.5 All non-account customers must pay the full balance at the drop-off destination
before unloading the goods.
17.6 We take a minimum of £20 deposit to secure your booking depending on the
scale of the job. This deposit is non-refundable.
17.7 If for any unforeseen circumstance we cannot attend your job on the time of
booking, then we might reschedule the job for the same day at an available slot. If
this is inconvenient for the customer the we can discuss to book it in for another date
and time.
17.8 Please note that as a company we do require full payment for the job before
unloading at the drop off address. This applies to all customers as we will estimate
the time of completion. Any additional time after that can be paid at the end of the
booking.
18. Non-payment
18.1 All payments that are still outstanding after 5 days will result in a £20 late
payment charge fee per day.
18.2 Customers that refuse to pay for the service may result in their goods being
held in the van until payment is received, due to be charged additionally for re-
delivery. Price may vary depending on your booking.
18.3 Non paid bookings will result in your goods not been offloaded and will be sent
to our storage for a period of 2 weeks for you to clear the balance plus storage fee
(Depending on volume of items, price may vary) If payment is still not made after the
two weeks, we will dispose them of.
19. Feedback
19.1 All feedback from customers will be reviewed and taken into account, so please
do not hesitate to give us your feedback on our service.
Contact us
Swiftremoval.co.uk
Swift Removal London
44 Waverly Gardens
NW10 7EE
02036330812
info@swiftremoval.co.uk
This page updated for (“Users”) of “Swift Removal”. Please read Term & Condition
carefully, all Users welcome to Contact us directly
if you have difficulty to understand ‘Term of Use’, you can also refer to
our Privacy Policy
