SERVICE AGREEMENT

1. Payment Terms
To secure your booking full payment in advance is required.

2. Cancellation Policy
Please let us know as soon as possible if you need to cancel your booking. If you cannot give us 4 days’ notice, the following terms apply.

3 working days of booked date - 30% cancellation fee

2 working days of booked date - 60% cancellation fee

Within 24 hours of booked date - 100% cancellation fee

Please note that the ‘booked date’ is day 1 of your unpack package.

3. Rescheduling
Please let us know as soon as possible if you need to change your booking. 4 days’ notice is required for rescheduling otherwise a fee of 30% of any rescheduled day of your package will be incurred.

We will do our best to find suitable alternative date(s). If we are unable to reschedule your booking, we will issue a refund of your full or part package minus the cancellation fee, if applicable.

4. Insurance
We hold £1 million public liability insurance. Details are available on request.

5. Our Breakage Policy
If we find any items that have been broken or damaged by your contracted removal company, we will notify you.

If our team accidentally causes damage, we’ll notify you immediately and discuss whether you’d like to make a claim under our insurance.

6. Work Hours & Breaks
Our team works up to 6 hours per day, including a 30-minute lunch break.

7. Moving Furniture
For safety reasons, we don’t move heavy items (furniture, appliances, etc.). Please ensure these are in place before we arrive.

8. Boxes & Packing Materials
While we don’t remove boxes or packing materials, we’re happy to:

  • Coordinate with your removal company for uplift, or

  • Arrange disposal through our trusted partners (additional charges will apply).

9. Light Cleaning Only
We’ll tidy up as we go—wiping surfaces and clearing packing debris but deep cleaning isn’t included.

10. How You Can Help

  • Make sure all rooms are clear and accessible (no locked doors or obstructions).

  • For everyone’s safety, pets should be kept in a separate area while we work.

11. Safety First
We reserve the right to pause or postpone work if we deem that conditions are unsafe (e.g., hazardous clutter, no lighting etc.).