Terms of service

These terms explain how MoveAssist provides its services and what we each agree to when you book. Please read them alongside your quote, which sets out the specific services, dates and prices for your booking.

About these terms

These terms apply to every booking made with MoveAssist, a managed movement and storage service based in Bath, Somerset. In these terms, “we” and “us” mean MoveAssist, and “you” means the person or organisation making the booking.

If you book on behalf of someone else, such as a student or a business, you confirm that you are authorised to do so and that you will share these terms with them.

The services we provide

We provide collection, storage, packing, retrieval and delivery, together with onward shipping arranged through third-party carriers. Each booking covers only the services listed on your accepted quote.

We are not a removals company and do not carry out whole-house removals. Where onward shipping is arranged through a carrier, that carrier’s terms also apply to the shipment.

Quotes and payment upfront

Every quote lists each service separately, together with the adjustments that could apply on the day. A quote is valid for [30 days] from the date it is issued, unless it says otherwise.

A booking is confirmed once you have accepted the quote and paid in full. We take payment upfront, before work begins, and send written confirmation once payment is received.

Surcharges and adjustments

Some costs depend on circumstances on the day. These are limited to the adjustments listed on your quote: a fixed time window, stairs or no lift access, and extra bags or boxes beyond those agreed.

If an adjustment applies, we will tell you before the work is carried out and charge it at the rate shown on your quote. We will not add any other charge without your agreement.

Collection, access and timings

Collections and deliveries take place within an agreed time window. Please make sure someone is available to hand over or receive items, and that we have safe access for the van and for carrying.

If we cannot complete a collection or delivery because access is unavailable or no one is present, a further visit may be charged, as set out in our refunds and cancellations policy.

Items we cannot accept

We cannot collect, store or transport hazardous or flammable materials, perishable food, live plants or animals, cash, weapons, illegal items, or anything that requires a licence to move.

Items of exceptional value, such as jewellery, important documents or irreplaceable possessions, must be discussed with us before collection. We may decline items we cannot carry or store safely.

Storage and retrieval

Stored items are recorded against their location and held in secure storage in Bath. You can ask for any item, or everything, back at any time, subject to the retrieval and delivery charges on your quote.

Storage is charged in advance for the agreed period. If storage charges remain unpaid for [60 days] after we have contacted you, we may take further steps permitted by law, after giving you written notice.

Liability and insurance

We take reasonable care of your belongings at every stage and record their condition at collection. Our liability for loss or damage is limited to [the amount stated on your quote], except where the law does not allow liability to be limited.

[Insurance details to be confirmed before launch.] We are not responsible for damage caused by inadequate packing where you packed items yourself, or for delays caused by events outside our reasonable control.

Changes to these terms

We may update these terms from time to time. The version that applies to your booking is the one in force on the date you accepted your quote.

If a change affects an ongoing storage arrangement, we will tell you in writing at least [30 days] before it takes effect.

Governing law

These terms are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales.

Nothing in these terms affects your statutory rights as a consumer.