Terms and Conditions

Draft for Haulers Hub to review. This uses your revised wording from 5 November. Please check it before the site goes live.

Your booking at a glance

These are the main rules for your booking. They apply alongside the full terms below.

• Deposit: 20% of the booking price, paid to secure your booking. The rest is paid 48 hours before the day of your booking. The deposit is kept if you cancel 6 days or less before your booking (see below). If you cancel 7 days or more before, or if we cancel, you get it back.
• Cancelling 7 days or more before: 100% refund.
• Cancelling 4 to 6 days before: you lose the deposit, and 80% of the booking price is refunded if you've already paid it.
• Cancelling 3 days or less before: non-refundable.
• Rescheduling 4 days or more before: one free reschedule.
• Rescheduling 3 days before: only in extreme circumstances (for example, no access to the drop-off address), with a £25 fee.
• Rescheduling 2 days or less before: not possible, and no refund.
• Damage: please report any damage within 48 hours.

Protecting your items, and the waiver

We don't charge for protection, and we don't sell a paid protection option. You are responsible for protecting your goods before we arrive, for example with bubble wrap or the original box, especially TVs, mirrors and paintings. We may refuse to take items that aren't properly protected.

We use blankets and straps on every move, as basic cover to stop movement and scratches.

Fragile goods must be clearly labelled as fragile.

Waiver on the day. If you have fragile goods, you will be asked to sign a waiver on the day, before we load them. By signing, you accept that damage caused only because an item was not properly packed, protected or labelled by you is your risk, not ours. If you don't want to sign, we may decline to move that item.

We will always move your goods with reasonable care and skill. The waiver does not cover, and nothing in these terms limits, our responsibility for loss or damage caused by our negligence or by not using reasonable care and skill, for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded or limited by law. Your statutory rights are not affected.

1. About these terms and conditions

1.1. These Terms and Conditions apply to all services provided by Haulers Hub Ltd (“the Company”, “we”, “us” or “our”), including domestic removals, commercial removals, courier services, furniture deliveries, collections, transportation and associated services. Haulers Hub Ltd is registered in England and Wales, company registration number 14837148.

1.2. By requesting a quotation, making a booking or accepting our services, you (“the Customer”, “you” or “your”) agree to these Terms and Conditions.

1.3. These Terms and Conditions should be read alongside your written quotation, booking confirmation and any additional service agreements supplied by us.

1.4. Where a specific written agreement differs from these Terms and Conditions, the specific agreement will take priority for the service concerned, provided that it is legally valid.

1.5. Nothing in these Terms and Conditions is intended to remove or restrict any statutory rights that cannot legally be excluded or restricted.

2. Quotations and pricing

2.1. Online quotations and estimated prices are based on the information supplied by the Customer and are not a confirmed booking until accepted and confirmed by the Company.

2.2. All bookings must be approved by the Company before services are undertaken.

2.3. The Customer must provide accurate and complete information, including:

• Collection and delivery addresses.
• Full inventory or description of items.
• Number and type of items.
• Approximate weights and dimensions where known.
• Floor levels and whether lifts are available.
• Staircases, narrow hallways and restricted access.
• Parking arrangements and vehicle access.
• Any particularly heavy, fragile, valuable or awkward items.
• Any additional services required.

2.4. The Company reserves the right to amend a quotation where the information supplied is incomplete, inaccurate or materially different from the actual requirements.

2.5. Where additional work is required because of inaccurate information, additional items, restricted access, waiting times or circumstances not disclosed at the time of booking, additional charges may apply.

2.6. We will explain any additional charges and obtain the Customer's agreement before carrying out additional chargeable work, except where immediate action is reasonably necessary for safety or to protect property.

2.7. Longer-distance removals, specialist transportation and unusually large or complex jobs may require individual quotations.

2.8. Quotations are valid for the period stated on the quotation. If no period is stated, the Company may withdraw or revise an unaccepted quotation.

3. Booking confirmation and deposits

3.1. A booking is confirmed once the Company has accepted the booking, provided the Customer with confirmation and received any required deposit.

3.2. A deposit may be required to secure a booking. The amount and payment deadline will be confirmed in writing.

3.3. Deposits are used to secure the agreed date and allocate vehicles, staff and operational resources.

3.4. The deposit is 20% of the booking price. It is refunded in full if you cancel 7 days or more before the booking, or if we cancel. If you cancel 6 days or less before the booking, the deposit is kept to cover the vehicles, staff and date we reserved for you, as set out in “Your booking at a glance”. This does not affect any refund you are entitled to by law.

3.5. Where the Company cancels a confirmed booking without a valid contractual reason, the Customer will receive a refund of payments made for services not provided, together with any other remedies available under applicable law.

3.6. The Customer must ensure that all booking information is correct and notify us immediately of any changes.

4. Payment terms

4.1. The agreed price and payment arrangements will be confirmed before the service takes place.

4.2. Unless otherwise agreed in writing, the remaining balance must be paid 48 hours before the day of the booking.

4.3. The Company accepts the payment methods communicated to the Customer during booking.

4.4. The Company reserves the right to request full or partial payment in advance for certain services.

4.5. Where payment is not received when contractually due, the Company may suspend further services, subject to any applicable legal obligations.

4.6. For business customers, overdue invoices may attract interest and reasonable recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, where applicable.

4.7. Customers must not withhold payment for completed and undisputed services without a lawful reason. Any genuine dispute should be raised promptly so that it can be investigated.

5. Cancellations, postponements and changes

5.1. Customers should notify the Company as soon as possible if they need to cancel, postpone or change a booking.

5.2. Cancellation charges may apply where the Customer cancels after the Company has allocated vehicles, staff or resources.

5.3. The cancellation and rescheduling charges in “Your booking at a glance” are our genuine estimate of the costs and losses we face when a booking is cancelled or moved at short notice. Any cancellation charge will be reasonable and proportionate to the Company's actual losses, costs incurred and any loss that could not reasonably be avoided, and we will not keep more than that where the law does not allow it.

5.4. Where possible, the Company will attempt to reallocate resources to reduce any cancellation losses.

5.5. If the Customer wishes to change the booking date, the Company will try to accommodate the request, subject to availability.

5.6. Additional charges may apply where a change results in additional mileage, labour, vehicle requirements or operational costs. These will be agreed before the additional work is undertaken.

5.7. Where applicable, customers booking online, by telephone or away from our business premises may have statutory cancellation rights (a 14-day cancellation period). Under UK consumer law this right usually does not apply to bookings for the transport of goods on a specific date, which covers most of our removal and delivery bookings. We will tell you when you book if it applies.

5.8. If a Customer requests that work begins during a statutory cancellation period, the Company will obtain any legally required express request and explain any payment consequences if the Customer subsequently cancels.

5.9. Statutory cancellation rights will not be excluded by these Terms and Conditions.

6. Customer responsibilities

6.1. The Customer must ensure that all items are ready for collection at the agreed time, unless packing services have been separately agreed.

6.2. The Customer must provide accurate information about the property, goods and access arrangements.

6.3. The Customer must ensure that:

• All items intended for transportation are clearly identified.
• Drawers, cupboards and storage compartments are emptied where necessary.
• Fragile items are properly packed and labelled.
• Loose items are secured or suitably boxed.
• Electrical appliances are disconnected and prepared for transportation.
• Washing machines and similar appliances are disconnected and drained before collection.
• Pets and children are kept away from working areas and vehicles.
• Valuable personal belongings, cash, jewellery and important documents are kept securely by the Customer.

6.4. Customers should retain responsibility for passports, keys, medication, money, jewellery and other essential personal belongings.

6.5. The Customer must ensure that someone authorised is available at the agreed collection and delivery addresses, unless alternative arrangements have been agreed.

6.6. The Customer must not instruct Company employees to carry out work outside the agreed booking without authorisation from the Company.

7. Parking, access and property conditions

7.1. The Customer is responsible for arranging suitable and lawful parking at collection and delivery addresses unless otherwise agreed.

7.2. The Customer must arrange any necessary parking permits, visitor permits, loading permissions or access authorisations before the scheduled arrival time.

7.3. Any parking charges, congestion charges, tolls, permits or penalties resulting from arrangements that are the Customer's responsibility may be charged to the Customer where lawful and properly incurred.

7.4. The Customer must inform the Company about:

• Permit-controlled parking areas.
• Automatic Number Plate Recognition (ANPR) parking restrictions.
• Loading restrictions.
• Height, width or weight restrictions.
• Restricted access roads.
• Gated entrances or security arrangements.
• Narrow staircases or hallways.
• Lift restrictions.
• Long walking distances between the vehicle and property.

7.5. The Company reserves the right to refuse or modify work where access is unsafe, unlawful or unsuitable for the vehicle or equipment being used.

7.6. The Company will not be responsible for delays or additional costs arising from access restrictions that were not disclosed before booking, except where responsibility arises under applicable law.

7.7. Any additional labour, equipment or time required because of unsuitable access may be chargeable following agreement with the Customer.

8. Stairs, lifts and difficult access

8.1. The Customer must accurately disclose the number of floors and whether a suitable lift is available.

8.2. Stair charges will be applied in accordance with the Company's published price list.

8.3. Properties on the sixth floor or above, or properties involving unusually difficult access, must be individually assessed and quoted.

8.4. Where a lift is unavailable, out of service, too small or unsuitable for the items being transported, additional charges may apply if additional work is required.

8.5. Company employees are not required to carry out lifting or transportation that they reasonably believe presents a risk of injury, property damage or unsafe working conditions.

9. Packing, dismantling and reassembly

9.1. Unless expressly agreed otherwise, the Company does not provide a packing service.

9.2. Customers must ensure that belongings are appropriately packed and ready for transportation.

9.3. Packing materials may be purchased separately, subject to availability and the Company's published prices.

9.4. Furniture dismantling and reassembly are only included where specifically agreed and may incur additional charges.

9.5. The Company will not be responsible for faults, weaknesses or damage caused by pre-existing defects, poor construction, unsuitable fittings, previous repairs or deterioration.

9.6. The Company does not accept responsibility for specialist reconnection of gas appliances, electrical equipment, plumbing, washing machines, cookers or other fixed installations.

9.7. Customers should arrange for suitably qualified professionals to disconnect and reconnect specialist appliances where required.

10. Items we cannot transport

10.1. Customers must disclose the contents of all packages and goods being transported.

10.2. Unless expressly agreed in writing and legally permitted, the Company will not transport:

• Explosives, ammunition or firearms.
• Illegal drugs or prohibited substances.
• Hazardous chemicals, toxic materials or radioactive substances.
• Petrol, diesel, gas cylinders or other dangerous fuels.
• Corrosive, flammable or otherwise dangerous materials.
• Perishable goods requiring temperature-controlled transportation.
• Live animals.
• Cash, negotiable securities or high-value financial documents.
• Items prohibited by law or by the Company's insurance arrangements.

10.3. The Company may refuse, isolate or discontinue transportation of any item reasonably suspected of being dangerous, illegal, inadequately declared or unsuitable for transportation.

10.4. Where prohibited or dangerous items are discovered, the Customer may be responsible for reasonable costs arising from the incident, subject to applicable law.

11. Heavy, fragile and specialist items

11.1. The Customer must notify the Company in advance of any unusually heavy, oversized, fragile or specialist items.

11.2. This includes, but is not limited to:

• Pianos and musical instruments.
• Safes.
• Large refrigerators and freezers.
• Commercial machinery.
• Large glass furniture.
• Marble and stone furniture.
• Antiques and artwork.
• Gym equipment.
• Large fish tanks.
• Specialist electrical equipment.

11.3. Additional equipment, labour, specialist vehicles or insurance arrangements may be required.

11.4. The Company reserves the right to decline transportation where suitable equipment, trained personnel or insurance arrangements are unavailable.

11.5. Customers must not conceal the weight, value, condition or specialist handling requirements of any item.

12. Employee safety and customer conduct

12.1. Haulers Hub Ltd is committed to maintaining a safe and respectful working environment for all employees, drivers, porters, contractors and representatives.

12.2. Customers must treat Company personnel with courtesy and respect.

12.3. The Company operates a zero-tolerance approach to:

• Verbal abuse and threatening language.
• Physical aggression or intimidation.
• Harassment, discrimination or bullying.
• Deliberate obstruction of employees carrying out their duties.
• Unsafe instructions or demands.
• Threats, violence or deliberate damage to Company property.

12.4. Company employees are authorised to refuse any task that they reasonably believe is unsafe, unlawful or outside the agreed scope of work.

12.5. Employees must not be pressured into lifting excessive weights, carrying dangerous objects, working in unsafe environments or undertaking tasks that could cause injury.

12.6. Where a customer behaves abusively or creates an unsafe environment, the Company may suspend the service, withdraw employees from the property or terminate the service where reasonably necessary.

12.7. Where work is suspended or terminated because of the Customer's conduct, the Customer may be responsible for reasonable costs already incurred and any additional costs lawfully recoverable under the contract.

12.8. Nothing in this section removes the Company's legal responsibility to protect the health and safety of its workers.

13. Health and safety

13.1. The Company will take reasonable steps to ensure that work is carried out safely and in accordance with applicable health and safety legislation.

13.2. Employees must follow Company safety procedures, training and instructions.

13.3. Employees may stop work where they identify a safety concern.

13.4. The Company may refuse to enter or continue working in properties presenting risks such as:

• Unsafe flooring or damaged staircases.
• Exposed electrical wiring.
• Fire or structural hazards.
• Dangerous animals.
• Biological hazards.
• Severe infestations.
• Unsafe lifting conditions.
• Threatening or violent behaviour.

13.5. Work will only resume when the identified safety concern has been reasonably addressed.

14. Delivery and collection procedures

14.1. Customers must ensure that collection and delivery addresses are correct and that the recipient is available at the agreed time.

14.2. For courier services, the Customer must provide accurate recipient details, contact information and delivery instructions.

14.3. Proof of delivery may include:

• A recipient's signature.
• A delivery photograph.
• Electronic delivery confirmation.
• GPS or time-stamped delivery records.
• Confirmation from an authorised recipient.

14.4. Where a recipient is unavailable, the Company will follow the delivery instructions agreed at booking.

14.5. Additional charges may apply for redelivery, waiting time, failed collections or failed deliveries where these result from incorrect information or circumstances within the Customer's responsibility.

14.6. The Company will take reasonable care when delivering goods to an agreed safe location. Goods will not be left unattended unless the Customer has expressly authorised this arrangement and it is reasonably safe and lawful to do so.

14.7. Customers must ensure that delivery instructions do not expose goods, employees or third parties to unreasonable risks.

15. Waiting times and delays

15.1. Customers must ensure that properties and goods are ready at the agreed collection and delivery times.

15.2. Waiting time may arise from:

• Customers not being present.
• Properties not being ready.
• Delayed access to buildings.
• Keys not being available.
• Parking restrictions.
• Delays caused by third parties.
• Incomplete or inaccurate instructions.

15.3. Reasonable waiting time and any applicable charges will be explained in the booking confirmation or agreed before additional chargeable time is incurred.

15.4. The Company will make reasonable efforts to meet agreed collection and delivery times.

Questions and complaints

If you have a question about these terms or a problem with your move, please get in touch and we'll do our best to put it right.

These terms are governed by the law of England and Wales.