Terms and conditions explain rights, obligations and responsibilities for both parties – customers and MaxVan Removals.
By proceeding with booking any of MAX VAN REMOVALS services including Removal, Man And Van, Packaging, Cleaning or Storage you are accepting all terms and conditions stated below and entering into biding contract.
1.1. Where the word WE or US or OUR is used, it is a reference to MAX VAN REMOVALS
1.2. Where the word YOU or YOUR is used, it is a reference to the customer
2.1. All prices in our quotations prepared for you for the REMOVAL SERVICE are on inclusive. The price is fixed and here is no additional costs on a quoted price.
2.2. Unless otherwise stated the quotation is an estimated one based on the information provided and might be amended if any of the circumstances have not been taken into account. This will include:
2.2.1. Incorrect property size.
2.2.2. Additional services are required.
2.3. All our quotes are valid for the period stated on them. We reserve the right to amend the price if the confirmation and the booking is made after the stated time.
2.4. Quotations, unless otherwise stated, do not include additional charges such as below which are your responsibility.
2.4.1. Parking charges.
2.4.2. Parking fine fees is no parking space provided.
2.4.3. Congestion fee in London area.
2.4.4. Custom duties.
2.4.5. Port and ferry charges.
2.4.6. Any other fees payable to government or other statutory bodies.
2.4.7. Any other fees and extra charges not in our responsibilities.
2.5. The booking is guaranteed after the quotation is accepted and appropriated booking deposit paid.
2.6. Our quotations include LIABILITY INSURANCE cover for up to £1.000.000.
2.7. Type of work excluded:
2.7.1. Disconnecting or connecting electrical or hydraulic equipment, white goods or any other appliances
2.7.2. Unfixing any permanent fittings such as floor panels, wall panels etc. Take up or lay fitted floor coverings.
2.7.3. Dismantle or assemble any furniture unless otherwise stated.
2.7.4. Dismantle or assemble garden furniture and garden equipment coming from: sheds, greenhouses, garden shelters, as well as outdoor play equipment, and satellite dishes, or move paving slabs, planters etc.
2.7.5. Loft or basement removal unless properly lit with clear and safe access granted.
2.7.6. Move or store any items from clause 2.8.
2.8. Items and goods excluded from removal:
2.8.1. Flammable and hazardous substances.
2.8.2. Other dangerous, harmful or explosive materials, not mentioned in 2.8.1.
2.8.3. Goods you are not an owner including the ones coming from criminal activity or obtained against the law
2.8.4. Animals and the items providing their wellbeing if not agreed prior the removal.
2.8.5. Waste and other disposable materials if not included in the quote.
2.8.6. Goods not free from legal charge.
3.1. MAX VAN REMOVALS
3.0.1. In the very rare event of accidental damage or loss of your goods due to our fault we will pay reasonable costs of the repair or replacement.
3.0.2. We will not be responsible for any costs due to customer’s negligence.
3.2.1. It is your responsibility to obtain all necessary permissions and documents for the removal and our vehicles if needed.
3.2.2. You need to provide us with an easy access to both addresses to load and unloads the goods.
3.2.3. All the parking fees, congestion charges if not mentioned in the quote need to be at your own expense.
3.2.4. Any parking fines or suspensions are your responsibility.
3.2.5. You need to be present at the time of removal or if not possible there must be a representative appointed by you at the departure and destination address.
3.2.6. We are very happy to offer you a seat in our vehicle if there is one available. If not, you must arrange your own transport.
3.2.7. Provide us with your contact details and both full addresses (collection and delivery).
3.2.8. Take all necessary steps to make sure the removal has been completed with nothing left behind or taken in error.
3.2.9. Make sure all the fridge and freezers are emptied and defrosted and prepared from the transport.
3.2.10. None of the white goods ie. washing machines, dishwashers, dryers or any other equipment is properly emptied, clean and dry and no residual liquid left in.
4.0.1. Unless otherwise stated there is a payment of 20% (of the total amount stated in the quote) required to secure your booking which is also an equivalent of entering into contract with us from the date the deposit has been made.
4.0.2. The full amount of the booked service need to be paid before the job commencing.
5.0.1. In the very rare event of us cancelling the service we declare to provide you with at least 48-hour notice. The deposit and the payment for the service will be paid back to you in full.
5.0.2. If the cancellation is made by you, we might charge you a fee depending on how much notice is given in advance, prior to a service date:
22.214.171.124. Between 2-7 days, the initial 20% booking deposit is non-refundable.
126.96.36.199. Less than 48-hour notice, depending on individual circumstances from 20-75% of the quoted price.
5.0.3. You have a right to cancel the contract after up to 14 days from the date the contract has been made. You can do it by sending us an email with your details (name, address, tel. number, type of service requested, reason for cancellation) or fill our “Cancellation form” and hand it or send it to us. During this time all the payments you made will be refunded to you in full.
5.0.4. Contracts where there is a special request to carry out urgent, emergency services by us, within a period of 14 days after contract has been agreed, are not covered by 14 days cancellation period.
5.0.5. If your circumstances change and you request to start the service within the cancellation period (“Immediate work start”) you need to fill and sign an appropriate form obtained from us. If you decided to cancel the service but still within 14 days cancellation period after you requested an “Immediate work start” you are obligated to cover all the cost carried by us up until the cancellation notice.
6.0 COMPLAINTS POLICY
6.0.1. We provide a service and products to a maximum standard with aiming for an excellent customer service. However, on a very rare occasion we do recognize that there might be times when you are not completely satisfied. We kindly request you to proceed with an inspection as soon as the service has been provided and all goods delivered.
6.0.2. If the job has not been performed up to our usual high standards and you are not happy and satisfied with a service received, please notify us as soon as you can in order for us to rectify the issue promptly. You can notify us in writing by sending an email to firstname.lastname@example.org
6.0.3. We aim to respond to your comments as soon as possible but no later than within 3 working days.
6.0.4. As a customer focused company we declare that the dispute is going to be solved fairly in a quick, satisfying manners for both parties with an attention to your needs and expectations.
6.0.5. Where we are unable to solve the problem using our internal company procedures as a Which? Trusted Trader we use Ombudsman Services Ltd. for dispute resolutions. In the event you are not fully pleased with our solution you might refer to complaint to them. In this case please contact Which Trusted traders in the first instance on 0117 981 2929.