Terms of service

Last updated: 06/12/25

Welcome to Your Move Mate. These Terms and Conditions (“Terms”) set out the basis on which we provide our man & van, removals and related services.

By making a booking with us, you agree to be bound by these Terms. If you have any questions, please contact us before your move.

1. Who we are

“Your Move Mate”, “we”, “us” and “our” refer to the man & van / removals business trading as Your Move Mate, based in Sussex, UK.

“You” and “your” refer to the person or business making the booking, as well as any person present at the collection and/or delivery address who is acting on your behalf.

2. Our services

We provide, subject to these Terms:

  • Man & van removals (1 man and van / 2 men and van)

  • Home, office and student moves

  • Large single-item and appliance collection and delivery

  • Flatpack furniture collection and assembly

  • Furniture dismantling and reassembly

  • Collection from shops, stores and marketplace sellers (e.g. Facebook Marketplace, Gumtree, IKEA, Dunelm, Argos, Next, charity shops)

  • Domestic item and appliance disposal, where agreed in advance

  • Short-term storage in our van at a secure private parking site, where agreed in advance

We reserve the right to refuse any job that we reasonably consider unsafe, illegal, unsuitable for our vehicle(s), or outside our insurance cover.

3. Quotes, bookings & changes

3.1 Quotes

  • Quotes may be given:

    • By the hour (e.g. man & van hire based on time); and/or

    • As a fixed price for a specific job.

  • Quotes are based on the information you give us (addresses, floors, access, number and type of items, need for dismantling, etc.).

  • If the job on the day is materially different (e.g. extra items, additional floors, poor access, unexpected dismantling/assembly), we may:

    • Adjust the price accordingly; or

    • Charge additional time at our standard hourly rate.

3.2 Booking confirmation

  • Your booking is confirmed when we:

    • Accept your request in writing (email, text or messaging app); and/or

    • Receive any deposit we have requested (if applicable).

  • We may require a deposit for larger moves or long-distance jobs. The amount and due date will be stated in your quote or confirmation.

3.3 Changes & rescheduling

  • If you need to change the date, time or details of your move, please tell us as soon as possible.

  • Changes are subject to our availability and may affect the price (for example, if the move window is extended, or if additional addresses are added).

4. Cancellations & late notice

You can cancel a booking by contacting us via phone, email or message.

We recommend choosing specific windows that suit you, but here’s a simple default structure you can adapt:

  • More than 48 hours before the agreed start time:

    • No cancellation fee. Any deposit may be refunded or carried forward, at our discretion.

  • Between 24 and 48 hours before the start time:

    • We may charge up to 50% of the quoted price or retain your deposit.

  • Less than 24 hours before, or if we arrive and cannot carry out the job for reasons within your control (e.g. you are not present, access not arranged):

    • We may charge up to 100% of the quoted price.

You can tweak those time windows and percentages to match your business reality – but keep something like this structure.

5. Your responsibilities

You are responsible for:

  1. Accurate information

    • Providing full and accurate details of:

      • Collection and delivery addresses

      • Floors, lifts and access restrictions

      • Parking restrictions

      • The number, type and approximate weight of items

      • Any particularly fragile, valuable or awkward items.

  2. Parking & access

    • Arranging suitable parking at both collection and delivery addresses (permits, visitor passes, etc., where required).

    • Ensuring safe, clear access (stairs, hallways, lifts, corridors, doors etc.) for moving your items.

  3. Packing & labelling

    • Unless we have agreed to provide packing services, you are responsible for ensuring your items are:

      • Properly packed and protected

      • Secured in appropriate boxes or containers

      • Clearly labelled where necessary (e.g. “FRAGILE” or “THIS SIDE UP”).

  4. Supervision & checking

    • Being present (or appointing someone you trust) at collection and delivery addresses to:

      • Show us what needs to be moved

      • Confirm where items should go

      • Check that everything that should be moved has been loaded and unloaded.

6. Packing, fragile and high-value items

  • We will handle your goods with reasonable care and skill.

  • However, we cannot be responsible for damage to fragile items (e.g. glass, china, electronics, artwork, mirrors) that have not been adequately packed and protected.

  • You must tell us about any unusually valuable items (e.g. high-value artwork, antiques) before the job so we can confirm whether:

    • They are covered under our insurance; and/or

    • Any special handling or extra protection is needed.

7. Items we cannot carry

For safety, legal and insurance reasons, we cannot transport:

  • Jewellery, precious metals, rare gemstones or similar high-value personal valuables

  • Cash or financial documents

  • Explosives, firearms or weapons

  • Flammable, corrosive, toxic or hazardous materials

  • Live animals or plants (unless explicitly agreed in advance and safe to do so)

  • Any item that is illegal to possess, transport or dispose of in the UK.

If such items are given to us without our knowledge, we accept no liability for loss, damage or delay, and we may refuse to continue the move.

8. Our insurance & limits of liability

8.1 Insurance

We are fully insured for:

  • Transportation of private goods (goods in transit)

  • Contents cover (subject to policy limits and conditions)

  • Public liability insurance

Details of our current cover and limits can be supplied on request.

8.2 What we are responsible for

We will exercise reasonable care and skill in handling, loading, transporting and unloading your belongings. If we are at fault and your goods are lost or damaged while in our care, we may:

  • Arrange a repair (if practical), or

  • Compensate you up to the value of the item, subject to:

    • Evidence of value; and

    • The limits, exclusions and conditions of our insurance policy.

8.3 Limits & exclusions

We are not liable for:

  • Normal wear and tear, minor scuffs or scratches that can reasonably occur during moving

  • Damage to items that were:

    • Poorly packed by you

    • Already damaged or structurally weak

    • Inadequately assembled or repaired before the move

  • Damage arising from:

    • Incorrect or incomplete information you provided

    • Inadequate access or parking beyond our control

    • Acts or omissions of third parties (e.g. building management, storage providers)

  • Loss of profit, loss of business, loss of opportunity or any indirect or consequential loss.

Our total liability to you for any one job will not exceed the total price paid for that job, unless our insurance policy specifically provides otherwise, or the law requires a higher amount.

9. Delays and events outside our control

We always aim to arrive and complete your move within the agreed time window. However, we are not responsible for delays caused by events outside our reasonable control, including for example:

  • Severe traffic or road closures

  • Accidents, breakdowns or mechanical issues (where we have maintained our vehicle(s) reasonably)

  • Extreme weather

  • Strikes, public disturbances or other unexpected events

  • Delays caused by your building, landlord, other contractors, or key handover issues.

If such an event occurs:

  • We will keep you informed as far as reasonably possible; and

  • We may rearrange or reschedule the move, or complete it as soon as it becomes reasonably possible.

We are not obliged to provide compensation for delays caused by events beyond our control.

10. Payment terms

  • Unless otherwise agreed in writing:

    • Payment is due on completion of the job on the same day.

  • We accept the payment methods we have made available (e.g. cash, bank transfer, or other agreed methods).

  • If the job runs longer than expected (for hourly bookings), additional time will be charged at our standard hourly rate, rounded up to the nearest agreed increment.

  • For fixed-price jobs, surcharges may apply if:

    • The job is significantly larger than described; or

    • We are required to wait for extended periods beyond what was reasonably expected.

If payment is not made when due, we may:

  • Charge interest on overdue sums at a reasonable rate; and/or

  • Withhold delivery of goods until payment is received (as permitted by law).

11. Storage

Where we agree to keep your items in our van overnight at our secure private parking site:

  • This is considered a temporary storage service.

  • You remain responsible for ensuring that:

    • All items are insured for any period beyond our standard goods-in-transit cover; and

    • You are available and ready for redelivery at the agreed time.

We will take reasonable care of your goods but are not responsible for loss or damage arising from circumstances beyond our reasonable control, including theft or vandalism where we have taken reasonable security measures.

12. Complaints

We aim to provide a friendly, professional and reliable service. If you are unhappy with any part of the service:

  1. Please contact us as soon as possible, ideally within 48 hours of the job being completed.

  2. Provide:

    • Your name and contact details

    • The date and address of the job

    • A description of the issue, including any photos of damage where relevant.

  3. We will investigate and respond within a reasonable timeframe, and may:

    • Offer a repair, replacement or compensation (subject to our liability and insurance); or

    • Explain why we do not believe we are responsible.

13. Data protection & privacy

We collect and use your personal information (e.g. name, address, phone number, email) to:

  • Provide quotes and carry out your move

  • Communicate with you about bookings and aftercare

  • Satisfy legal, accounting and insurance requirements.

We will not sell your data to third parties. For more detail, please see our Privacy Policy.

14. Changes to these Terms

We may update these Terms from time to time, for example to reflect changes in:

  • The services we offer

  • Our pricing structure

  • Applicable laws and regulations.

The version in force at the time of your booking will apply to your job. The date at the top of this page shows when the Terms were last updated.

15. Governing law & jurisdiction

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by and construed in accordance with the laws of England and Wales.

You and we both agree that the courts of England and Wales will have exclusive jurisdiction.