Terms of service

Leicester Removals – Terms & Conditions

Last updated: December 2025

These Terms & Conditions apply to all removal, delivery, packing, dismantling, waste removal, carpet cleaning, and related services (“Services”) provided by Leicester Removals (“we”, “us”, “our”). By booking our services, the customer (“you”, “your”) agrees to these terms.

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1. Our Company Details

Trading Name: Leicester Removals

Public Liability Insurance: £5,000,000

Goods in Transit Insurance: £25,000

ICO Registration: Active (for body-camera footage and data handling)

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2. Services We Provide

We offer the following services:

House and flat removals

Office removals

Man and van services

Packing and unpacking

Dismantling and reassembly

Waste removal (licensed carrier)

Furniture transport

Body-camera recorded services (see Section 15)

We reserve the right to decline work we consider unsafe, unlawful, or unsuitable.

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3. Quotations

3.1 All quotes are based on the information provided by you.

3.2 Quotes may change if:

• Volume of items is higher than stated

• Access is worse than described

• Additional labour is required

• There are delays outside our control

• Stairs, long walking distances, or tight access were not mentioned

3.3 Fixed-price quotes only cover what is agreed in writing.

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4. Booking & Deposits

4.1 A booking is confirmed only when you receive written confirmation from us.

4.2 Some jobs may require a deposit, usually £40–£80 depending on the job size.

4.3 Deposits are non-refundable unless we cancel the booking.

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5. Customer Responsibilities

You are responsible for:

• Providing accurate details (dates, addresses, floors, access, volume)

• Ensuring parking is available and legal at both addresses

• Packing all items safely unless using our packing service

• Disconnecting appliances

• Emptying drawers, fridges, freezers

• Protecting floors (if required)

We are not responsible for delays caused by parking restrictions or waiting times.

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6. Parking & Access

If access is difficult (stairs, long distance to the door, narrow hallways, no lift), additional charges may apply.

If we must park far from the entrance, loading time will increase.

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7. Payment Terms

Payment is due immediately upon job completion unless agreed otherwise.

We accept cash, bank transfer, or invoice for business clients.

For long-distance or multi-day jobs, part payment may be required in advance.

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8. Cancellations

8.1 If you cancel:

• More than 48 hours before the job: no cancellation fee (deposit is non-refundable).

• Less than 48 hours: 50% of the quoted price is payable.

• Same day cancellation: full job price is payable.

8.2 If we must cancel due to unforeseen circumstances, your deposit will be refunded.

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9. Insurance & Liability

Goods in Transit Insurance – £25,000

Covers damage to goods while in our vehicle.

Public Liability Insurance – £5,000,000

Covers accidental damage to property caused by our team.

What is NOT covered:

• Items not properly packed by you

• Jewellery, cash, watches, antiques, artwork, or high-value items unless declared

• Damage to flat-pack furniture not designed to be moved assembled

• Furniture that is already weak, loose, worn, or unstable

• Scratches or marks on unprotected floors

• Damage caused by poor access, tight angles, or structural restrictions

• Internal contents shifting inside boxes packed by you

We take every precaution to protect your belongings.

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10. Dismantling & Reassembly

We offer dismantling/reassembly for wardrobes, beds, and furniture.

However:

• Some items (IKEA PAX, chipboard, older furniture) may not reassemble to the same condition

• We are not responsible if furniture fails due to age or design weakness

• Additional charges may apply if the work takes longer than expected

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11. Packing & Materials

If we pack items:

• We charge £5 per box

• Unpacking service is £9 per box

• Bubble wrap or special materials may be charged separately

Important:

Items inside customer-packed boxes are not covered by insurance unless they are professionally packed by us. We will still handle all boxes with great care.

This is standard insurance policy across the removals industry.

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12. Delays

Additional waiting time charges apply if:

• Keys are delayed

• You are late to provide access

• Papers or contracts are delayed

• Unexpected dismantling or packing is required

Charges are based on our standard hourly rate.

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13. Waste Removal

We are licensed to carry waste.

We cannot collect:

• Hazardous chemicals

• Gas bottles

• Asbestos

• Liquid waste

All waste must be declared before collection.

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14. Damage to Property

We take great care in your home.

However, we are not liable for:

• Minor scratches, marks, or scuffs that occur during normal furniture movement

• Damage caused by poor access or structural constraints

• Customer refusing recommended protective measures

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15. Photography & Body-Camera Recording (ICO Compliant)

Why we record:

• For safety

• For training

• To prevent disputes

• To prove correct handling of goods

Storage:

• Videos are encrypted and stored securely

• Retention period: 30 days unless needed for evidence

• Only authorised staff can access recordings

Sharing:

Footage may be shared with the customer only upon request and only if it relates to their job.

We do not use footage for marketing without written consent.

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16. Customer Conduct

Abusive, threatening, or aggressive behaviour will result in immediate job termination.

Full payment will still be required.

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17. Complaints

Any complaint must be reported:

• Immediately on the day of the move

• And in writing within 48 hours

This allows us to investigate properly.

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18. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.