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Customers’ Terms and Conditions

Powerremovals ltd Limited Company with Offices Registered at York way Kings cross (Company number 12653020)

Powerremovals Ltd (man and van business) offers customers the opportunity to view free quotation for your house or office removals.

Customers wishing to use Powerremovals ltd service acknowledge having read and agreed to the following Terms and Conditions. If you do not agree with these Terms and Conditions, please do not proceed to use the site.

Nothing in these Terms and Conditions shall limit or exclude our liability to you for death or personal injury caused by our negligence or fraudulent misrepresentation or any other liability that may not, under English law, be limited or excluded. Subject to this, in no event shall we be liable to you for any business losses, damages or injuries sustained during any removal related task, any liability we do have for losses you suffer is strictly limited to losses that were reasonably foreseeable.

Subject to the liability which we accept above, please note:

(a) our aggregate liability to you arising out of or in connection with this agreement or use of the website shall not exceed the fees paid by you for your use of the service in the preceding 1 month; and

(b) we shall not be liable in contract, tort or otherwise howsoever arising out of or in connection with this agreement or use of the website for any indirect loss, consequential loss, loss of profits, data, revenue, business opportunity, anticipated savings, goodwill or reputation.

Please be aware that individual service providers on the platform may be subject to their own Terms & Conditions in relation to the requirements of their insurers. These Terms & Conditions are available upon request.

1. Intellectual Property Rights

1.1 We are the owner or the licensee of all intellectual property rights in our website and in the material published on it. Copyright laws are in force and all such rights are reserved.

1.2 You must not use any part of any material on our website for commercial purposes without obtaining a license to do so from us.

1.3 You may print off one copy and may download extracts of any pages from our site for your personal reference but you must not modify the paper or digital copies you have printed off or downloaded in any way.

1.4 You shall not acquire or use the words “Power Removals” or any variant that includes the words “Power removals ” as a trademark or any related intellectual property.

2. Jurisdiction

2.1 The jurisdiction of the English courts shall apply in exclusivity over any claim arising from, or related to, a visit to our website. We also retain the right to bring proceedings against you for breach of these Terms and Conditions in your country of residence or any other relevant country.

2.2 These Terms and Conditions and any dispute or claim arising out of, or in connection with them, shall be governed by and construed with the law of England and Wales

3. Call Recording

Occasionally calls may be recorded for training purposes and we reserve the right to use these records in the unfortunate event that a dispute arises.

4. What We Do

We provide man and van services across all United kingdom and some countries across Europe such as Spain, France, Italy, Germany, Holland, Sweden and Norway.

5. Feedback

5.1 For each transaction you can, if you wish, rate your service provider by leaving Feedback on our site and are permitted to leave one review per booking.

5.2 You are not permitted to threaten your service provider with negative feedback in order to obtain goods or services not included in the initial quote for the job.

5.3 In the event of negative feedback being left for a service provider, Powerremovals ltd reserve the right to investigate the circumstances surrounding such feedback, and modify or not publish the feedback if it is deemed to be unfounded negative feedback. This will be done without your prior consent.

5.4 In the event of a dispute (internal or legal) between customer and service provider, no feedback will be published on our website until the dispute is resolved. In the event of the dispute being resolved in the driver's favour, Powerremovals ltd reserve the right to withhold publication of feedback if it is then deemed to be unfounded negative feedback.

6. Fees

6.1 Our site is a free site for customers. A deposit is paid when a service provider is booked by the customer by credit or debit card or via Paypal. The balance is then paid to the service provider in cash at the conclusion of the job. Alternatively, the entire cost of the job can be paid at the outset with nothing being left due to the driver on completion of the job.

6.2 When booking with us you are booking for one trip only. If you wish the driver to make more than one trip for you, you are able to either add this into the booking using the 'add stop' option, so that this is factored into the quote you receive. Alternatively, you are able to ask the driver to do this on the day, however, he will charge you his via stop fee for any additional trip, plus a mileage charge for the additional mileage.

6.3 Customers are responsible for payment of additional monies if a booking exceeds the time booked for. The driver's half hourly rate for additional time is displayed on the Quotes Page under the main quotes, and is also specified on the email confirmation you receive on booking. The driver will make you aware when your booking is about to exceed the time booked for and at that point, if you confirm that you wish the driver to continue and complete the booking, any additional monies for extra time should be paid in cash to the driver at the completion of the job.

6.4 Customers are responsible for payment of additional monies if they omit a relevant stair charge from their booking and subsequently require the driver to carry goods up/down stairs. The stair charge is clearly visible on the Quote Form and you are required to make a selection in this regard before being able to proceed with the booking.

6.5 Customers are responsible for payment of the booking, together with any additional overtime payment, at the conclusion of the booking. Should the drivers be required to wait for that payment, their half hourly rate for the booking will apply for all additional time they are required to wait.

6.6 Service providers are responsible for the collection of monies owed at the conclusion of a job and also payment of all VAT associated with the provision of services to the customer.

7. Cancellations

If you cancel your booking more than 7 working days (Mon to Fri) prior to your pick-up time we will refund any card payments in full, less the booking fee which is the cost to us of processing both the booking, and the cancellation. Cancellations made less than 7 working days (Mon to Fri) before the pick-up time will be charged a 35% cancellation fee.

There is no 'cooling off' period after booking and our cancellation policy applies immediately the booking is confirmed.

If you cancel your booking within 24 hours of the booking due to start you will not be refunded any monies that have been paid.

If you choose to freeze (postpone) your booking, and subsequently ask to cancel it at a later date, please be aware that it will be cancelled as per the original booking and date.

You are unable to freeze (postpone) your booking on the same day that it is due to take place and we do require 24 hrs notice of the postponement of any booking. If you request to freeze your booking on the same day that it is due to take place, please be aware that this will be treated as a cancellation.

Any frozen booking will need to be reactivated and used within 6 months of the date of the booking being frozen.

If your booking is unable to go ahead due to van size issues or other unforeseen problems which are outside of the driver's control, you will be charged a 35% cancellation fee for the driver.

Should anyone wish to cancel a booking due to a driver change, a full refund will be given which supersedes our normal Cancellation Policy.

If you are not present at the collection address, no person nominated by you is present and you are not contactable by the driver or by Powerremovals Ltd, the driver will wait for 50% of the booked time from the designated time of the booking if the booking has been paid in full. If a deposit amount only has been paid, or if the booking is an 'all cash' booking, the driver will wait for 20 minutes from the designated time of the booking. No refund will be made if the driver has attended as booked, and waited for the requisite period of time before leaving the booking.

If a driver attends a booking and the customer is not present, no person nominated by the customer is present and the customer is not contactable by the driver or by Powerremovals Ltd, the driver must take pictures of the collection/delivery address to evidence attendance. In the event of a subsequent dispute, the driver will rely on his photographic evidence to prove his attendance at the booking.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not applicable to service Contracts which provide for the transport of goods on a specific date or period for performance.

8. Driver Insurance- All insurance claims are subject to a £250 Excess.

Powerremovals ltd drivers come with a full and valid UK driving license, goods in transit, public liability and motor insurance cover, so in the event of any damage or injury to your items, property or persons during the removal you should initially contact the driver who will advise on how to proceed. Please be aware that Goods in Transit insurance covers property only for damage whilst in transit in the van. In a case of damage caused by alleged driver negligence, if the claim is upheld, Powerremovals ltd undertake to pay any compensation awarded on behalf of the driver. Please be aware that this insurance does not cover you for additional requirements you may have in terms of moving goods through windows/over balconies and the like. .

9. Goods in Transit Insurance

Please remember any claim for damage carries a £250 excess and our maximum claim per item is £500. The maximum claim per booking is capped at £10,000

10. Your Responsibilities

Information and other materials posted on our website are not intended to amount to advice upon which reliance should be placed. We disclaim all liability and responsibility arising from any reliance placed on such materials by any user of our website.

10.1 Van Sizes

It is entirely the customer’s responsibility to choose the correct size vehicle. Our Customer Services Team can give you all the relevant measurements to help you make the right choice or you can view our Size Guide.

10.2 Parking

Suitable parking arrangements for the service provider will be made by you, the customer, at your own expense. These include, but are not limited to, suspended bays, parking permits, width restrictions and parking distances from your premises. You will fully indemnify the service provider if fines or penalties are incurred as a result of your failure to make said arrangements.

10.3 Packing

It is the customer’s responsibility to pack everything properly (unless packing services are requested). Powerremovals Ltd does not accept responsibility for damage or breakage caused by poor packing.

10.4 Fridge freezers

It is the customer's responsibility to ensure that all fridge freezers are fully defrosted (Powerremovals Ltd and its service providers are not liable for their contents) and all other appliances must be completely dry with no residual fluid;

It is the customer's responsibility to ensure that all fridge freezers are fully emptied (so as to lessen the weight) and free from any kitchen casing/unit fitting.

After a fridge or freezer is delivered and put in place, we suggest that it is left for 24 hours to settle before it is powered back on.

10.5 Washing Machines/Dishwasher

It is the customer's responsibility to un-plumb washing machines/dishwashers prior to our arrival. Service providers on the website are man and van services and not plumbers. Although they may be prepared to uninstall a washing machine or dishwasher, or reinstall a washing machine or dishwasher at your specific request, they take no responsibility for this. This is done as a goodwill gesture only and is not a service we offer.

It is the customer's responsibility to ensure that that all washing machines/dishwashers are free from any kitchen casing/unit fitting.

10.6 Dismantling of Furniture etc

It is the customer’s responsibility to dismantle items before our arrival. This is to include any unit, system, furniture or beds, unless this service has been requested in the brief description box which can be found under the vehicle images on the My Move page. Our drivers all carry basic tools but any specialist tools required for the disassembly/reassembly of furniture should be provided by the customer.

10.7 Access to the new Property

It is the customer’s responsibility to make sure that all items are able to be moved into the new property (for example, wardrobe, bed, sofa etc). We are not insured for removing any windows or making new entrances to the property.

10.8 Customer Delays

If any delay is caused by the customer (e.g. everything is not packed, waiting for keys, incorrect address, etc) our service providers reserve the right to add an extra cost to the final bill.

10.9 Changes to the Collection Time

If the customer wants to change the pick-up time to a confirmed booking we cannot guarantee availability so please contact the service provider directly. The service provider’s contact details can be found on the confirmation email.

10.10 Completion of Booking

It is the customer's responsibility to check and ensure that the interior of the van is empty of all goods before the van leaves the final address listed on the booking and the booking is then concluded.

We are not responsible for items left in the van and you agree that you are liable for any costs incurred by the service provider in returning your items after a booking has been completed.

10.11 Customer Conduct

No abuse will be tolerated to our drivers or staff.

If the driver is forced to terminate a job because of abuse from a customer, the customer will still be charged in full.

We retain the right to cancel a booking in the event that the customer is abusive to our staff.

No complaint will be handled by Powerremovals Ltd if the the customer is abusive to our staff and in this event the customer will be required to liaise with the service provider directly.

10.12 Recycling Centre

If you require the driver to attend your local recycling centre, it is your responsibility to check with the centre you intend to use that a waste disposal licence is not required. In general, our drivers will not carry these. Also, please check if there will be an additional fee for the van entering and using the centre's facilities, as you will be responsible for this charge.

Please note: If you require the driver to dispose of garden waste at a recycling centre, the waste will need to be bagged up so it is able to be disposed of without dirtying the interior of the van.

10.13 Travelling in the Van

Customers are able to travel in the van with the driver. Spare seats are based on your van size selection and the number of helpers you have requested. The number of seats available will be confirmed on the Quote Form prior to booking. You are not charged extra to travel in the van and this service is offered as a courtesy by the service provider. If you accompany the driver, you acknowledge and agree that this does not constitute a private hire or taxi service and you travel entirely at your own risk.

To ensure certain standards service providers are vetted before they are on-boarded onto our platform, however, we do not accept liability for a driver's appearance; smoking; driving ability; manner of driving nor the use of inappropriate language.

In addition, if a service provider feels that a customer has been in any way rude or abusive to him, he is not compelled to carry that passenger in his van. In no way does travelling in the van constitute a private hire and the cab of the van does not constitute a public area. Therefore please be aware that no smoking rules do not apply.

No refund will be given for complaints relating to you or any person travelling with the driver and we strongly recommend that you make your own travel arrangements as the driver is only required to complete the booking by moving your goods.

Please note: The driver will not provide child car safety seats for any children who wish to travel in the van with an accompanying adult. If a customer needs a child car safety seat for a child travelling during the booking, the customer will need to provide this.

10.14 Ferry Costs

All quotes provided on the website are exclusive of ferry costs (if applicable). Any such costs will need to be sourced by the customer and remain the responsibility of the customer. The customer is also responsible for the ferry cost of the van's return journey.

10.15 Stairs

Please note that our drivers have a stair charge if you require them to carry your goods up or down any flights of stairs during your booking. For this reason, when you book with us you are asked to select if there are stairs at either collection or delivery address, and if so, how many flights. You are provided with a drop-down box to select how may flights there are at each address and a flight is classed as anything more than 8 consecutive steps.

Please be aware that if there is a lift that can be used to transport your goods, the driver's stair charge does not apply.

11. Links on our Website

Our website contains links to other websites and resources provided by third parties. These links are provided for your information only and we have no control over the contents of those sites or resources. We therefore accept no responsibility for those sites or resources or for any loss or damage that may arise from your use of them.

12. No Agency

Nothing contained herein shall create, or deemed to create, any agency, joint venture or partnership relationship between Powerremovals ltd and you whatsoever and you should not hold yourselves out as implying any such relationship with us.

13. Privacy

13.1 Your privacy is very important to us and we will only distribute your personal details to trusted driver members and third party companies. Any details we hold for you are held on an encrypted server and will be deleted after 6 months.

13.2 By using our website you warrant that all information provided by you is up-to-date and accurate.

13.3 We will only use your personal information in the following ways:

* when arranging service providers to physically carry out your move and to provide the services expressly stated as the obligations of Powerremovals ltd in these terms;
* to process your payment for the services;
* as you agreed upon booking with us, to give you information about similar services that we provide;
* we will only give your personal information to [other] third parties where the law either requires or allows us to do.

14. Self Loading

If the customer chooses a self-loading service, they are solely liable for any damage to their items. The man and van/removal service will not have any involvement in the loading and unloading of items. Insurances will only cover your items in the event of a road traffic accident.

15. Equipment

All of our man and van drivers and removal companies carry trolleys, straps and blankets but you can add any additional requirements in the brief description box which can be found under the vehicle images on the My Move page.

16. Minimum Charge

16.1 There is a 2 hour minimum charge on all bookings. After the first 2 hours, our service providers charge every half hour thereafter at their respective half hourly rate (service providers’ half hourly charges are displayed on the Quotes Page under the main quotes).

16.2 No time will be refunded under any circumstances for any hours booked irrespective of how many hours have been used. When booking a driver, you automatically block out his calendar for the period of time you book for and he is unable to take on any further bookings for that time period. He will therefore expect to receive full payment for that booked time.

16.3 There is no refund for via stops not used. When booking a driver, you automatically block out his calendar for the period of time you book for and he is unable to take on any further bookings for that time period. He will therefore expect to receive full payment for that booked time.

16.4 If you need to change the date & time of your booking and the driver is unavailable for the updated time, Powerremovals Ltd will always try to reallocate you a new service provider for the same price.

16.5 In the rare event Powerremovals Ltd cannot reallocate you with a new driver, we will provide you with an updated quote from a driver who is available for the new time.

16.6 In order to to be fully refunded for your first booking, you will need to book the new updated quote.

16.7 Failure to re-book will mean your deposit amount is non refundable. This will be used towards a cancellation fee for the driver who will have been unable to receive bookings for the time he was reserved by you, and administration time spent trying to recover the booking.

16.8 Any remaining balances that have been paid when booking will be refunded without delay.

17. Congestion Charge/T Zone/Ultra Low Emission Zone (ULEZ)

17.1 From 22.06.2020 the Congestion Charge will increase to £15.00 and operate between 07:00 and 22:00 seven days a week. The Congestion Charge is added to the online quotes you receive if your move either begins or ends inside the Congestion Zone. A clear warning is given on the drivers' quotes to inform you that your move will incur the Congestion Charge prior to booking.

17.2 If your booking starts or finishes in the Congestion Zone and the service provider's vehicle registration is older than 2005, the Central London Ultra Low Emission Zone (ULEZ) will also apply. The ULEZ Zone is in operation 24 hours a day, seven days a week, all year round. The service provider is responsible for payment of the £12.50 ULEZ charge.

18. Delays

18.1 All of our service providers do their very best to be on time, but there may be delays caused by circumstances out of our control (for example, weather, traffic, etc).

18.2 We do not accept responsibility for any customer losses due to out of our control pick-up/delivery delays.

18.3 A copy of our refund policy is attached as a pdf document to your confirmation email. In the event of delay, you will be contacted prior to your pick up time by the man and van driver or removal service and kept up to date with an estimated time of arrival.

18.4 Any Lateness Refund issued is taken as a percentage of the booking total, excluding any additional monies paid on the booking.

19. If Powerremovals Ltd does Not Accept your Booking Request.

19.1 If Powerremovals Ltd is unable to find a service provider who will undertake the service, or such service provider decides not to accept your booking, you will be notified as soon as possible in writing or by telephone. Powerremovals Ltd will use its reasonable endeavours to try and find another service provider to undertake the booking.

19.2 If for any reason your original driver is unable to complete your booking, we undertake to find you a replacement service to honour your booking. Any replacement service will be of equivalent insurance level to the original driver.

19.3 By booking with us you accept that you may incur a driver change.

19.4 Accepting your booking request is at Powerremovals Ltd’s and / or its service provider’s discretion.

20. Non-Attendance

In the highly unlikely event the man and van driver or removal company does not arrive at your pick up address as arranged, please contact our Customer Support Team immediately at via our Help & Support section on the top menu.

21. Payment

All payments made to service providers must be made in cash or by pre-arranged credit or debit card. Any other kind of payment must be agreed with Powerremovals Ltd and made at least 5 days before moving day.

22. Losses/Damage

22.1 We do not accept responsibility for damaged or lost property once the job is complete and payment is made.

22.2 In the unlikely event of any damage to your items, we have strict conditions placed on us by our insurance company. All damage or loss must be reported within 24 hours of the completion of your booking. In the event that damage is reported to us, corroborating pictures of the damage should be supplied within 72 hours of the booking taking place, failing which a damage complaint cannot be processed.

22.3 In the event that a customer is expressly advised that a specialist mover/service should be booked for their move, no liability will be accepted for damage to goods/property should the customer decide to proceed with the booking in any event.

22.4 In the event that a customer is expressly advised that items should be dismantled prior to the move, no liability will be accepted for damage to goods/property should the customer decide to proceed with the booking without following said advice.

22.5 If reporting damage to goods which have been placed in storage and which only becomes evident on the goods being removed from storage, proof must be submitted that no third party has had access to the storage unit in the intervening period. This can be obtained on request from the storage unit Manager.

22.6 If reporting missing goods which have been placed in storage and which only becomes evident on the goods being removed from storage, proof must be submitted that no third party has had access to the storage unit in the intervening period. This can be obtained on request from the storage unit Manager.

22.7 It is essential that you have original dated photos of the item(s) concerned. Please note that any damage claims made after the 24 hour period expires will not be considered.

22.8 Any estimates in relation to replacement/repair of damaged goods or property must be provided within 28 days of the move date. Estimates provided beyond this time cannot be considered.

22.9 The service provider will not be held liable for damage if it is determined that your goods were already damaged, or had an inherent defect.

22.10 In the event that the driver is assisted in a booking by a customer or other third party provided by the customer, the driver shall not be held solely liable for damage caused to goods or property. If a booking is booked as 'no help required', we cannot assist with any claim for damage.

22.11 Please note that without photographic evidence that goods were undamaged prior to your move, we are unable to compensate for scratched furniture, walls or flooring. (This is due to the difficulty in assigning liability for such damage in the absence of definitive proof).

22.12 We are unable to process a damage complaint for any communal area in a property. This is due to the communal nature of usage and the difficulty in assigning responsibility for damage.

22.13 No complaint will be considered if the booking has not been paid in full.

22.14 No complaint will be considered if raised more than 28 days from the date of the booking.

22.15 If multiple bookings have been made by a customer and any of those bookings remains unpaid in full, no complaint can be considered on any subsequent booking until that debt has been discharged.

22.16 Any complaint under investigation will be considered void if the customer fails to respond to correspondence from us for a period in excess of 28 days.

22.17 Any refund offer expires if not accepted within 28 days of the date that it was first offered.

22.18 Your driver may ask you to sign a disclaimer if he feels your items are either not protected adequately or could be damaged in the move for other reasons which are beyond his control. Please remember any claim for damage carries a £250 excess and our maximum claim per item is £500. The maximum claim per booking is capped at £1,000. Extra insurance for high-value goods can be arranged by calling our Customer Service on 07462375553.

22.19 By using the platform you agree that our liability to you is capped at £1,000 per booking. If you accept any cash compensation paid by us in relation to a booking, your acceptance will be in full and final settlement of any and all claims you may have for that booking against both the service provider and Powerremovals Ltd Ltd.

22.20 Damage to Marble Goods

Marble goods, for example, tables or counter tops, will need to be protected by you prior to the booking. Although all drivers carry blankets, straps and a trolley as standard to move and protect your goods, marble is particularly fragile by nature and is liable to cracking and breaking due to sheer weight when moving. Over time, the integrity of marble is compromised and it will be vulnerable to damage, even with the most careful moving techniques.

22.21 Ikea/Argos Like products

Please note that Powerremovals Ltd and its drivers will not take any responsibility for any damage or breakages involving any Ikea or Argos products of any type. This is due to the poor standard of construction and the one-off build design of their products. Flat pack furniture of any kind should not be disassembled as this can weaken the item and cause damage during transport. (If you are unsure if the type of product is covered please email customer services Info@powerremovals.com.co.uk)

22.22 Damage to Televisions/PCs/Monitors

Please note that Powerremovals Ltd and its drivers will not take any responsibility for any internal damage to a television/PC or Monitor without clear evidence of external damage to the television/PC or Monitor. This will include but is not exclusive to:

* backlight 'bleeding';
* colour banding or bleeding;
* clouding of the screen; or
* pixel damage.

Due to the sensitive nature of televisions/computer equipment, without clear evidence of external damage, it is impossible to prove who caused any internal damage.

23. Promotional Discount

Repeated customers can get a 15% discount when a code is entered

Recommended customers get 10% discount

Students get 15% discount when id is shown to the driver

Any discount offered does not extend to overtime on the booking.

Customers are only able to use one discount code per booking.

24. Money Back Guarantee

We will send out service providers equipped for the booking based on the information you have provided to us. We will be unable to refund in the instance that inaccurate information has been provided preventing us from being able to fulfill your move.

25. International Moves

On international moves payment must be made before the van is unloaded at the destination and there are no exemptions from this rule. We reserve the right to levy any extra charges or withhold delivery of goods until full payment plus any extra charges are settled in full.

26. Adherence to terms

The customer agrees that within English law no complaints or testimonials on any platform maybe left against either the company or service provider if the complaint is clearly covered within our Terms and Conditions. The customer also agrees that should a complaint or claim be made that they allow good time for the company or service provider to answer the complaint or claim.

The customer agrees that should Powerremovals Ltd be unable to ascertain the truth behind a matter that the customer agrees to any moderation that the companies deems necessary to settle the claim.

In the event of a negative third party review being left, we reserve the right to answer that review on any social media channel we deem fit.

27. Complaints procedure

Powerremovals Ltd operate a fair and robust complaints procedure and will do everything in our power to resolve any complaint. By confirming a booking with us the customer agrees that no outside negative third party feedback will be left against Powerremovals Ltd until a period of 14 days has elapsed since the complaint was first brought to our attention in writing via email.

In breach of these Terms & Conditions, we reserve the right to charge an administration fee via the payment method first used on the booking to deal with the matter, and confirm that this shall not exceed £400.

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