Terms and Conditions


Where we use the words ‘You’ or ‘Your’ it means the customer. ‘We’, ‘Us’ or ‘Our’ means Less Stress Relocations LTD.

  1. The Quote
    1.1. The Quote Unless otherwise stated the quote is a fixed price and does not include materials, storage, customs duties and inspections or any other fees whatsoever. In the event of a quote being given as an hourly rate, fees are charged starting arrival at the collection address and ending when we complete unloading.
    1.2. We may increase the price or make additional charges if any of the following have not been taken into account when preparing our quotation and confirmed by us in writing these include:
    1.2.1. You do not accept the quote, in writing, within 28 or the work is not carried out or completed within 2 calendar months, confirmed by us in writing.
    1.2.2. The removal is not carried out or completed within three months due to your delay.
    1.2.3. Our costs change because of currency fluctuations or changes in taxation or freight and carrier charges beyond our control.
    1.2.4. We have to collect or deliver goods to floors higher than those agreed, in writing, at the time of booking.
    1.2.5. Additional services, including moving or storing extra goods, are supplied by us (these conditions will also apply to these services).
    1.2.6. Inadequate access preventing free movement of the goods without mechanical equipment or structural alteration, or the approach, road or drive prevents our vehicles and/or containers to load and/or unload within 20 metres of the doorway, meaning that we have to do extra work.
    1.2.7. Any parking fees, fines (unless unreasonably incurred) or other charges that we have to pay in order to carry out services on your behalf.
    1.2.8. There is delay in accessing the delivery property meaning we cannot start unloading your goods until after 2.00pm on the scheduled day of your move The charge will be £12+VAT at current rate per hour per porter unless agreed in writing or if You choose to opt for Waiting time waiver.
    1.2.9. Events outside our reasonable control cause delays.
    1.2.10. We agree in writing to increase our limit of liability as set out in clause 8. In all the above circumstances, you will pay a charge adjusted accordingly.
  2. Work excluded from the quote
    Unless agreed by us in writing and charged appropriately we will not:
    2.1. Dismantle or assemble any flat-pack furniture or fittings.
    2.2. Disconnect or reconnect appliances, fixtures, fittings or electrical equipment.
    2.3. Take up or lay fitted floor coverings.
    2.4. Move storage heaters (unless previously dismantled).
    2.5. Move items from a loft (unless well illuminated with safe access via a staircase).
    2.6. Move plants unless agreed in advance.
    2.7. Move or store any items excluded under clause 4.
  3. Your responsibility
    It will be your own responsibility (and, where relevant, expense) to:
    3.1. Declare to us valuations of all goods being removed and/or stored.
    3.2. Insure the goods submitted for removal and/or storage against all insurable risks. If our insurances will be used there is £250 excess fee charge payable by You in order to make a claim.
    3.3. Obtain all paperwork (licenses, permits, etc.) necessary for the removal to be completed.
    3.4. To be present or represented throughout the whole removal.
    3.5. Take all reasonable steps to ensure that nothing is left behind or taken away in error.
    3.6. Arrange protection for goods left in unattended premises or where other people not bound by these terms and conditions will be present.
    3.7. Prepare, pack and stabilize all electric equipment prior to its removal.
    3.8. Empty, defrost completely and clean refrigerators and freezers. We are not responsible for the contents.
    3.9. Provide us with a correspondence address. Other than by reason of our own negligence, we will not be held liable for costs that may arise from any of the above.
  4. Non-submission of certain goods for removal
    The following items are excluded from this contract:
    4.1. Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of any similar kind.
    4.2. Items, which have potential to damage, explode or are dangerous including gas bottles, aerosols, paints, firearms and ammunition.
    4.3. Prohibited or stolen goods.
    4.4. Controlled drugs.
    4.5. Plants or goods which may be likely to encourage vermin, pests or cause infestation.
    4.6. Foodstuffs or liquids.
    4.7. Any pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier.
    4.8. Goods, which require government permission or license for export or import. Any of the above-listed goods will not be removed by us except with our prior written agreement. If these goods are removed we will not accept liability for loss or damage wholly or mainly attributable to the special nature of the goods concerned. If such goods are removed without our knowledge and prior written consent we will not be liable for any loss or damage and you will indemnify us against any charges, expenses, damages or penalties claimed against us. Furthermore, we would have the right to dispose of goods which are listed under paragraphs 4.2, 4.3, 4.4, 4.5 and 4.6 without notice.
  5. The goods
    You declare, upon acceptance of this contract, that:
    5.1. All goods to be removed and / or stored are your own property or,
    5.2. You have been given the authority to make this contract by the person(s) who own or have an interest in the goods and that they have been made aware of these conditions. You will meet any claims for damages and / or costs against us if these statements are not true.
  6. Charges if you postpone or cancel the removal.
    Charges are made if this contract is postponed or cancelled. “Working days” refer to the normal working week of Monday to Friday and excludes weekends and Public Holidays. Charges are as follows:
    6.1. Notice given more than 10 working days before the removal was due to start: NIL
    6.2. Between 5 and 10 working days inclusive before removal was due to start : not more than 30% of the removal charge.
    6.3. Less than 5 working days before the removal was due to start : not more than 60% of the removals charge.
    6.4. One working day or less before work was due to commence: 75 % of the removal charge.
  7. Cancellation/Postponement Waiver.
    If offered, and paid for in advance of the commencement of the services, we agree to waive the charges in Clauses 6.2, 6.3, 6.4. Our agreement to waive the charges is conditional upon Us receiving written notice of Your intention to Cancel/Postpone no later than 17:00 hours on the proceeding Working Day before Services commence. The Cancellation/Postponement charge will entitle You to only one cancellation/Postponement.
  8. 8. Paying for the removal unless otherwise agreed by us in writing:
    8.1. Payment is required as cash or bank transfer on completion of the move
    8.2. You may not withhold any part of the agreed price, unless we have breached our agreement with you.
    8.3. In respect of all sums, which are overdue to us, we will charge interest calculated at 4% above the base rate for the time being.
  9. Our liability for loss or damage
    The limitations of our liability for loss or damage are set out in clause 9.1 below. It is possible to increase the liability of our own insurance policy to cover your goods, as set out in clause 9.3 below, at an additional charge. Please seek our prior written consent to increase our liability in advance of carrying out the removal.
    9.1. If we are liable, we will pay up to a maximum sum of £40.00 sterling for each item, which is lost or damaged, in the event of our losing or damaging your goods. Total limit is £100 maximum per claim.
    9.2. We may repair or replace an item, which is damaged. However, if an item is repaired we will not be held liable for depreciation in value.
    9.3. Always subject to receiving your itemized valued inventory and request in writing to increase our liability, prior to the removal and/ or storage commencing, we may offer to extend our maximum liability to the value declared by you to us. You may already have insurance cover for your move under your home contents policy so we advise you check with your insurers. If it is your intention to use your home contents policy to cover your goods, please advise us in advance. For the purposes of clauses 9.1, 9.2 and 9.3, an item is defined as any one article or set of articles.
    9.4. We will not be liable for any loss, damage or failure to produce the goods if caused by any of the following reasons: i) Fire. ii) War, hostilities, terrorism, Act of God, industrial action or other such events outside our reasonable control. iii) Normal wear and tear or deterioration, leakage or evaporation or from unstable or perishable goods. iv) Infestation by moth, vermin or anything similar. v) Cleaning, repairing or restoring goods, unless undertaken by ourselves. vi) Goods not packed by us, including those in wardrobes, drawers, or appliances, or in a package, bundle, case or other container. vii) Electrical / mechanical faults to any appliance or mechanical instrument, unless there is evidence of external impact. viii) To jewelry, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of any similar kind, unless we have confirmed in writing that we accept responsibility as in conditions 9.1 or 9.3 above and you have given us description and value of those articles. ix) Any goods already proven defective or goods, which are inherently defective. x) To pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier. xi) To plants. xii) To re-fridgerated or frozen food or drink. xiii) The data, files, software or digital contents of any computer or similar device.
    9.5. We will not be liable for any damages or costs occurred as a result of loss, damage or failure to produce the goods, other than by reason of our negligence or a lack of reasonable care and skill on our part. We will in all instances use a reasonable level of care and skill in accordance with the supply of Goods and Services Act, and Consumer rights under that Act are not restricted by these terms.
    9.6. No employee of Less Stress Relocations shall be separately liable to you for any loss, damage, mis-delivery, errors or omissions, unless acting outside the scope of their employment.”
  10. Time limit for making a claim
    10.1. Any loss, damage or failure to produce goods we are delivering must be noted at the time of delivery, wherever reasonable. You agreed to examine the goods within 7 days following delivery or collection and to notify us immediately in writing of any missing or damaged items. You may make a written request for more time for compliance with this clause. Such a request shall not be unreasonably refused provided it is received within 7 days of delivery or collection by us.
    10.2. Notwithstanding clause 8, we will not be liable for any loss of or damage to the goods unless you notify us in writing as soon as such loss or damage is discovered (or with reasonable diligence ought to have been discovered) and in any event within seven days of collection or delivery of the goods by us.
    10.3. The time limits referred to in clauses 10.1 and 10.2 above shall be essential to the contract.
    10.4. You may make a written request to extend your time for compliance with clause 10.2. Such a request shall not be unreasonably refused provided it is received within seven days of collection or delivery of the goods by us.
  11. Delays in transit
    11.1. We are not liable for delays in transit other than by reason of our own negligence or a lack of reasonable care and skill on our part.
    11.2. If we are unable to deliver the goods through no fault of our own, we will endeavor to contact you and make other arrangements. It may be necessary for us to take the goods into storage. Our contract will be fulfilled once goods are taken into storage and the reasonable costs of storage and further delivery, etc will be the customer’s responsibility.
  12. Damage to property other than the goods
    12.1. For property other than those goods submitted for removal we will only be liable for damage where it can be proven that we have been negligent or acted without reasonable care and skill
    12.2. If we cause damage as a result of moving goods under Your express instruction, against our advice, and where moving the goods in the manner instructed is likely to cause damage, we shall not be liable.
    12.3. If we are responsible for causing damage to Your premises or to property other than goods submitted for removal and/or storage, You must note this on the worksheet or delivery receipt as soon as practically possible after the damage occurs or is discovered or in any event within a reasonable time. This is fundamental to the Agreement.
  13. Holding the goods.
    Until all charges, including charges we have paid out on your behalf, or payments due under this or any other contract have been met, we shall have the right to withhold and/or ultimately dispose of some or all of the goods where reasonable and proportionate to do so. You will further be liable to pay all storage charges and other costs incurred by our withholding your goods until we receive payment. These terms and conditions shall continue to apply. The additional charges referred to in this term shall apply in the event of a dispute regarding breach of contract on our part.
  14. Route and method
    14.1. We have the right to choose the route for delivery.
    14.2. Unless it has been specifically agreed in writing on our quotation, other space/volume/capacity on our vehicles and/or the container may be utilized for consignments of other customer’s goods.
  15. Advice and information.
    Advice and information in whatever form it may be given is provided by the company for the customer only.
  16. Applicable law This contract is subject to the Law and Jurisdiction of England.

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