East Anglia Moves – Terms and Conditions

1. Booking and Deposit

• A 20% non-refundable deposit is required to secure a booking.
• Your booking is not confirmed until the deposit has cleared.
• Tremaining balance must be paid in full on the moving date, before unloading begins.
• Failure to pay in full on the moving date may result in goods being withheld until payment is received.

2. Payment Terms

• Payment can be made by bank transfer, debit/credit card, or cash.
• Payments by bank transfer must clear before unloading.
• Any unpaid balance after the move will incur a late payment charge of £25 per day.
• East Anglia Moves reserves the right to retain goods in storage until full payment has been received. Storage fees may apply.

3. Key Waiting and Access Delays

• If access is delayed and keys are not available after 1:00 PM, a waiting charge of £75 per hour per van applies.
• Alternatively, customers may pay a £100 non-refundable Key Waiting Fee, which covers up to 2 hours of waiting time.
• After this time, the standard £75/hour/van charge will resume.
• If waiting exceeds 3 hours, East Anglia Moves reserves the right to reschedule delivery to a later time or date. Additional charges may apply.

4. Cancellations and Rescheduling

• Cancellations made more than 7 days before the move date will receive a refund of any balance paid (excluding the deposit).
• Cancellations within 7 days will result in the loss of the full 20% deposit.
• Moves rescheduled within 72 hours of the move date may incur a £100 rebooking fee.
• If East Anglia Moves must cancel due to unforeseen circumstances (e.g. vehicle breakdown, illness, weather), an alternative date or full refund will be offered.

5. Customer Responsibilities

• Customers must ensure adequate parking and access for our vehicles at both addresses.
• Any parking fines or permits are the customer’s responsibility.
• The customer must ensure all items are packed, dismantled, and ready unless East Anglia Moves is contracted to provide packing services.
• All valuables, documents, and fragile items must be clearly marked and packed securely.

6. Liability and Insurance

• East Anglia Moves carries Goods in Transit insurance (up to £10,000 per vehicle, unless otherwise agreed).
• Damage must be reported in writing within 24 hours of the move.
• We are not liable for:
• Items packed by the customer.
• Pre-existing damage or wear and tear.
• Loss or damage caused by bad weather, traffic delays, or third-party interference.
• Delays caused by waiting for keys or access issues.
• In the event of damage caused by our negligence, liability is limited to the repair or replacement cost of the item up to the insurance limit.

7. Excluded Items

We do not transport:
• Hazardous materials, flammable liquids, or gas bottles
• Pets, plants, or perishable goods
• Cash, jewellery, or personal documents (unless declared and agreed in writing)

8. Storage and Retention of Goods

• If payment is not received in full, East Anglia Moves may store goods at the customer’s expense until payment is cleared.
• After 30 days of non-payment, goods may be sold or disposed of to recover costs.
• Storage fees are charged at £25 per day per van load unless otherwise agreed.

9. Subcontractors

• East Anglia Moves reserves the right to use trusted subcontractors where necessary. All subcontractors operate under the same terms and insurance standards.

10. Governing Law

• These terms are governed by the laws of England and Wales, and any disputes will be settled in the courts of England.