Booking terms

Who you are booking with

AFS Removals Limited (trading as AFS Removals), company number 12460159. Contact us at info@afsremovals.com, on 0333 772 3714 or on WhatsApp at +44 333 772 3714. Your written quotation is the contract for your move; these terms explain how it works and apply alongside it. If your written quotation says something different for your job, the quotation applies.

How a booking is made

1. You send us your move details. Any price shown on this website is a guide; the final price is confirmed by our team in a written quotation.
2. You accept the written quotation.
3. You pay a 20% deposit by bank transfer. The booking is confirmed once the deposit is received.
4. The balance is payable before unloading, unless something else is agreed in writing.

Your 14-day right to cancel

When you book with us by phone, email, WhatsApp or online, you can cancel within 14 days of accepting your quotation, for any reason, and get a full refund, including the deposit. This is your legal right under the Consumer Contracts Regulations 2013.

If your move date falls inside those 14 days and you ask us to go ahead, you will pay for any part of the service already carried out before you cancel, and once the move has been completed the right to cancel ends.

To cancel, tell us clearly by email, WhatsApp or phone. Any clear statement is enough; you do not need to use a form.

Changing or cancelling after that

Once the 14 days have passed, the deposit secures your date, vehicle and team and is non-refundable, subject to your statutory rights. What else applies depends on how much notice you give before the moving date:

• 7 days' notice or more: you can move the booking to another date free of charge, and your deposit moves with it. If you cancel, there is nothing further to pay beyond the deposit.
• Less than 7 days' notice, or no one is there on the day: a charge equal to the minimum booking for the vehicle and team reserved for you (the vehicle's minimum hours at your booked hourly rate). Your deposit is set against it, and any difference is invoiced.

If we have to cancel or cannot carry out your move on the agreed date, and you do not want a new date, we refund your deposit in full.

If your completion is delayed on the day, call your coordinator as early as possible. If waiting takes the move past the time included in your quotation, the extra time is charged as overtime, as your quotation sets out. Your belongings can often go into our partner's storage the same day, subject to availability.

Terms printed on every quotation

These are the terms on our written quotations, shown here in their general form. Your quotation fills in the details for your job, such as the deposit amount, the hours included, the vehicle and the overtime rate.

1. This quotation is based on the inventory, access details and any photos or survey you provide. A material increase in items, volume or requested work may require revised pricing.
2. The deposit secures the moving date, vehicle and team and is non-refundable once the booking has been confirmed, subject to statutory rights.
3. The time allocation is confirmed by our team in the written quotation and runs from the team's arrival at the collection address. Overtime is charged per additional hour only where the service exceeds it because of additional items, customer-requested work, waiting, access restrictions or delays outside the agreed scope.
4. A parking suspension is not included unless agreed in writing. Where one is arranged, it is subject to council approval and the customer providing any required authority or property details promptly. Extra bays, amendments, cancellation fees, penalties or non-standard traffic-management costs are excluded.
5. The customer must ensure legal access for the allocated vehicle at both properties and disclose height, width, weight or road restrictions before booking.
6. Fragile items, glass, mirrors, televisions and artwork remain subject to the insurer's exclusions and any declared-value requirements. Specialist wooden crating is not included unless agreed in writing.
7. Goods packed by the customer are not covered for loss or damage arising from insufficient, unsuitable or improper packing.
8. The crew protects floors, doorways and common areas along the carrying route as part of the standard service. Any further protection a property needs, such as for delicate or newly laid surfaces, must be agreed in writing before the move. This does not exclude liability that cannot lawfully be excluded.
9. The fridge/freezer must be emptied, defrosted, disconnected and dry before collection. AFS Removals does not disconnect or reconnect plumbing, gas or electrical appliances.
10. Where furniture dismantling and reassembly is booked, it covers the items listed in the quotation. Missing, damaged or unsuitable fixings, pre-existing defects and specialist joinery are excluded.
11. The customer will unpack cartons. Disposal of general waste or customer-owned materials is excluded.
12. The remaining balance is payable before unloading unless otherwise agreed in writing.
13. The customer must inform AFS Removals before the moving date of any oversized furniture, narrow or uneven staircases, restricted doorways, tight corridors, window access, or other access difficulties.
14. If an item cannot be moved safely through the normal access route, AFS Removals may require the item to be dismantled, may recommend a specialist lifting service, or may decline to move the item.
15. Moving furniture through windows, over balconies, along unsafe or uneven staircases, or by any other non-standard access route is not included unless inspected and agreed in writing beforehand.
16. Where the customer asks AFS Removals to proceed against the team’s professional advice, the company will not be responsible for damage arising directly from the disclosed access risk or the customer’s instruction, except where the damage results from negligence or any liability that cannot legally be excluded.

Cover

Goods in Transit and Public Liability cover are included on every move. We do not publish cover limits on the website; ask us and we will tell you what applies to the items you are moving before you book. See cover included with every move.

Problems and complaints

If something goes wrong, tell us as soon as you can. How we handle concerns, and what to do if we cannot resolve one, is set out in raising a concern about a move.

Your rights and the law

Nothing in these terms affects your statutory rights, including your right under the Consumer Rights Act 2015 to have the service carried out with reasonable care and skill. We do not exclude liability that cannot lawfully be excluded. These terms are governed by the law of England and Wales; if you live in Scotland or Northern Ireland, you keep the protection of the law where you live and can bring a claim there.

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