These Terms and Conditions (“Terms”) contain provisions which limit and/or exclude liability, allocate risk, impose strict time limits for the notification of claims, and set out your responsibilities (including packing responsibilities where packing services are not purchased). By accepting our Quotation and/or instructing us to proceed, you confirm you have read, understood and agreed to these Terms.
Where higher-value moves require increased contractual protection, Extended Liability Cover may be purchased for an additional fee. Any such cover offered by us is not insurance, is not regulated by the Financial Conduct Authority, and is a contractual allocation of responsibility for loss or damage while Goods are in our possession, subject always to these Terms.
1.1 In these Terms, unless the context otherwise requires:
(a) “Agreement” means the contract between the Customer and the Company for the provision of the Services, incorporating:
(i) these Terms;
(ii) the accepted Quotation;
(iii) any Inventory List;
(iv) any waiver, disclaimer or risk-acceptance form executed under clause 8A (if applicable); and
(v) any written variations expressly agreed by the Company in accordance with clause 1.6.
(b) “Customer”, “you”, “your” means the person or legal entity booking the Services, whether acting on its own behalf or as agent for another.
(c) “Company”, “we”, “us”, “our” means Ecogreen Relocation Group Ltd.
(d) “Goods” means all items whatsoever submitted for removal, relocation, transport and/or storage, including the entire contents of any box, carton, crate, container or similar.
(e) “Services” means removal, relocation, packing, export preparation, transport (by road, sea or air), handling, loading, unloading, storage, redelivery and any ancillary services supplied by us.
(f) “Inventory List” means any list, schedule, declaration, photographs, video, electronic record or other description of the Goods and/or space requirement relied upon for pricing and planning.
(g) “Quotation” means our written quotation or estimate (including by email, SMS, WhatsApp or other electronic communication).
(h) “Working Day” means Monday to Friday excluding bank or public holidays.
(i) “VAT” means value added tax at the prevailing rate where chargeable.
1.2 Headings are for convenience only and do not affect interpretation.
1.3 Writing includes electronic communications capable of being stored and reproduced.
1.4 Words following “including”, “for example” or similar are illustrative only.
1.5 These Terms prevail over any inconsistent Quotation unless expressly varied in writing.
1.6 No variation is effective unless agreed in writing by an authorised representative of the Company.
1.7 The Agreement becomes binding upon acceptance, payment, instruction to proceed, or commencement of Services.
2.1 Pricing basis (core principle). All prices are calculated using information available at the time of Quotation, including without limitation:
(a) the Inventory List and/or declared volume/space/weight;
(b) move date(s), timeframes and constraints;
(c) distance, routing and restrictions;
(d) accessibility (floors, stairs, lifts, narrow hallways/doors, parking/loading proximity);
(e) industry demand/seasonality/capacity;
(f) staffing requirements and vehicle/container availability;
(g) fuel, tolls, ferries, LEZ/ULEZ/congestion charges, permits and operational costs; and
(h) whether packing, dismantling, materials, specialist handling or storage is required.
2.2 Reliance on Inventory/space (material term). You acknowledge that the Quotation and our resource planning are materially dependent on the Inventory List and/or the space requirement provided. If the Goods, volume, weight, services or site conditions differ from what was priced, additional charges shall apply, and we may require payment immediately in accordance with clause 8 and/or exercise rights under clause 2.4.
2.3 Exclusions unless stated. Unless the Quotation expressly includes them, our charges exclude: customs duties; port/terminal charges; demurrage/detention; inspections; governmental taxes/fees; special permits; crane/hoist/rigging; third-party specialists; and any other costs payable to third parties. For avoidance of doubt, our charges also exclude handling and redelivery fees where Goods are placed into storage (including emergency storage) and subsequently require re-loading and redelivery, unless included.
2.4 Right to revise / refuse additional Goods. If, at any time, we reasonably determine that the scope, volume, weight, access, timing or any other material assumption differs from that relied upon, we may (without prejudice to any other rights):
(a) revise charges;
(b) allocate additional labour/vehicle/container capacity subject to availability;
(c) require immediate payment of revised sums prior to continuing; and/or
(d) refuse to load, transport or deliver any additional or out-of-scope Goods until revised charges are agreed and paid.
2.5 VAT. Unless expressly stated otherwise, all sums are exclusive of VAT. Where VAT is chargeable, you shall pay VAT in addition.
2.6 Quotation validity.
(a) Where booking is made 30 days or more before moving date, quotations are valid for 14 days from issue.
(b) Where booking is made within 30 days of moving date, pricing may change and may include short-notice surcharges.
(c) If work does not commence within validity, we may re-quote.
2.7 Additional charges (non-exhaustive). Additional charges apply if:
(a) additional items/boxes/bags/furniture/rooms appear;
(b) additional vehicle/container space is required;
(c) you request additional services (packing, materials, dismantling/reassembly, specialist handling, waiting, storage, redelivery);
(d) access materially differs;
(e) entrances/exits/stairs/lifts/doorways/approach are inadequate/unsafe or materially more difficult than advised;
(f) walking distance exceeds clause 6.1;
(g) collections/deliveries outside normal hours/weekends/bank holidays (unless included);
(h) delays outside our reasonable control extend time/resources;
(i) we must pay parking fees, bay suspensions, permits, tolls, bridge/ferry charges;
(j) LEZ/ULEZ/congestion or similar charges apply;
(k) Goods require handling into/out of storage and redelivery; and/or
(l) the job otherwise differs from the agreed scope relied upon for pricing.
2.8 You agree to pay all reasonable charges arising under this clause 2.
3.1 Unless agreed by us in writing, we will not:
(a) dismantle or reassemble furniture of any kind;
(b) disconnect/reconnect/dismantle/reassemble appliances, fixtures, fittings, gas, plumbing or electrical items;
(c) take up or lay fitted floor coverings;
(d) move items to or from a loft unless properly lit, floored and safe access is provided;
(e) dismantle or assemble garden structures/equipment (sheds, greenhouses, shelters, play equipment, satellite dishes);
(f) move paving slabs, heavy planters or similar; or
(g) move or store any excluded Goods under clause 5.
3.2 Our staff are not authorised or qualified to carry out specialist trades. You must appoint a properly qualified person to undertake such tasks.
3.3 Self-Loading Service
Where the Customer selects a self-loading or driver-only service, the Company’s responsibility is limited to providing the agreed vehicle and driver.
The Customer is solely responsible for:
The Company’s driver shall not be responsible for packing, loading, securing or unloading the
3.4 Waiting Time for Self-Loading Service
For self-loading services, the Customer shall advise the Company before the booking how long loading and unloading are expected to take.
Loading and unloading undertaken by the Customer shall be treated as waiting time.
Where the actual loading or unloading time exceeds the agreed allowance, additional waiting time charges shall apply at the Company’s prevailing hourly rate.
The Company reserves the right to amend the quotation where the estimated loading or unloading time is materially inaccurate.
4.1 You shall:
(a) provide complete and accurate addresses, contact details, access/parking notes;
(b) provide and maintain a correct telephone number and email address;
(c) be present or represented throughout collection/loading/delivery/unloading;
(d) arrange and pay for lawful and suitable parking/loading arrangements, including bay suspensions/permits;
(e) ensure entrances, stairs, corridors and working areas are clear, safe and suitable;
(f) ensure nothing intended to be removed is left behind and nothing is taken away in error;
(g) sign inventories, receipts, waybills, job sheets or relevant documents as confirmation;
(h) protect Goods left in unoccupied premises and warn us of risks/constraints;
(i) prepare and stabilise appliances/electronics prior to removal;
(j) empty, properly defrost and clean refrigerators/freezers (contents moved at your risk unless otherwise agreed);
(k) ensure appliances (washing machines, dishwashers, hoses, lawn mowers) are clean, dry and contain no residual fluids;
(l) obtain at your own expense all documents, permits, permissions, licences and customs documentation required for international moves; and
(m) advise us in writing of the total value of Goods prior to commencement where you require Standard/Enhanced contractual liability (clause 11).
4.1A Packed box/bag disclosure (post-packing confirmation). Where you are packing (personally or via a third party) and we are not providing a full packing service, you must, once packing is substantially complete and no later than the time we reasonably request, confirm to us the final total number of boxes and bags, together with (where reasonably possible) box sizes and a reasonable estimate of weight category (light/medium/heavy). You acknowledge the weight/composition of packed boxes materially affects labour, handling time, equipment, safe manual handling and health & safety risk.
4.1B Estimated quantities and additional packed items. Where a Quotation is issued before packing is complete, you accept box/bag counts may be estimated. If the number of packed boxes/bags, overall packed volume or packed weight exceeds the estimate or Inventory List relied upon, we may (in our discretion): (i) revise charges; (ii) allocate additional capacity and/or labour subject to availability; and/or (iii) refuse to load additional items until revised charges are agreed and paid. Additional charges are payable in accordance with clause 8 and may be required immediately (including on the day).
4.1C Furniture must be empty. Unless expressly agreed in writing, all furniture must be fully emptied prior to our arrival, including drawers, wardrobes, cabinets, chests, sideboards and any storage furniture. No drawers or furniture are permitted to contain items during handling. Where furniture is not emptied, we may refuse to move it until emptied and/or charge additional time, labour and waiting time.
4.1D Key uncertainty / delays. Where there is any uncertainty that keys will be available at collection and/or destination (including delayed completion, agent/landlord delays, chain-related delays), you must inform us as early as possible. All costs arising from key/access uncertainty or delay (including holding the team, waiting time, rescheduling, aborted attendance, additional vehicle/staff time, emergency storage, handling and redelivery) shall be your responsibility and payable in accordance with these Terms unless arising solely from our negligence.
Average weight limits / staff protection
4.1E Safe packing and maximum box weights. You shall ensure that any boxes, cartons, suitcases, bags or containers packed by you or any third party are packed in a manner consistent with safe manual handling. You acknowledge that boxes containing dense items (including books, paper, records, gym weights, tiles, tools, liquids and similar) may present a material risk of injury and damage where packed excessively.
4.1F Weight limits and marking. Unless we expressly agree otherwise in writing, you shall ensure that:
(a) no single packed box/carton exceeds 20kg; and
(b) any box/carton reasonably expected to exceed 15kg is clearly marked “HEAVY” on at least two sides.
These limits are material terms intended to protect health & safety and the safe performance of the Services.
4.1G Right to refuse/repack/charge. Where we reasonably believe any packed item exceeds safe manual handling limits or creates an unsafe working condition, we may (without liability and at our discretion):
(a) refuse to lift/move such item until it is unpacked, redistributed or repacked to a safe weight; and/or
(b) offer repacking/reboxing as an additional service (chargeable for time and materials); and/or
(c) require additional labour or equipment, with additional charges payable immediately pursuant to clause 8.
Any delay and associated costs arising shall be your responsibility.
4.1H Warranty and indemnity. You warrant compliance with clauses 4.1E–4.1F and shall be responsible for, and shall indemnify us against, any loss, injury, claim, damage or cost arising from non-compliance, save to the extent caused by our negligence.
4.2 Move-only (no packing) responsibility. Where packing services are not purchased, you are responsible to ensure all items are suitably packed into proper boxes and/or wrapped with sufficient protective materials prior to our arrival. If items are not safely packed, we may:
(a) refuse to move them; and/or
(b) offer packing as an additional service (chargeable) subject to time/materials; and/or
(c) move them at your request, but our liability shall be limited and/or excluded to the fullest extent permitted by law for damage arising from inadequate packing and/or any waiver signed under clause 8A.
Abuse / safety policy
4.3 Safety, welfare and zero-tolerance conduct.
4.3.1 You shall ensure that the working environment is safe, lawful and suitable for the Services, including being free from hazards such as biohazards (including bodily fluids, needles or drug paraphernalia), infestation, aggressive animals, structural instability, unsafe electrical conditions, exposed sharp materials, violence, threats, harassment or any other condition presenting a material risk to health and safety.
4.3.2 We operate a zero-tolerance approach to abusive, threatening, discriminatory or aggressive behaviour towards our personnel or subcontractors. If, in our reasonable opinion, any person at the premises behaves in a verbally abusive, threatening or unsafe manner, or the environment is unsafe, we may immediately suspend performance and withdraw our personnel without liability.
4.3.3 Where we exercise rights under clause 4.3.2, attendance shall be treated as aborted for charging purposes. You shall remain liable for all charges incurred to date, including attendance, time reserved, waiting time, and any costs of storage, handling and redelivery if applicable.
4.3.4 We may require hazards to be remedied and/or written assurances to be provided before recommencing. Any rescheduled attendance is subject to availability and may incur additional charges.
4.4 Failure to fulfil your responsibilities may cause delay, storage, redelivery and additional charges, and may reduce or exclude our liability as set out in these Terms and/or any waiver executed under clause 8A.
4.5 Customer Information and Disclosure
The Customer shall provide complete, accurate and up-to-date information before accepting the Company’s quotation.
This includes, but is not limited to:
The Company prepares its quotation based upon the information supplied by the Customer.
Where the information provided is incomplete or inaccurate, the Company reserves the right to revise its quotation, apply additional charges, allocate additional resources, delay the Services or refuse to transport additional Goods until revised charges have been accepted.
4.6 Additional Goods Not Included Within the Quotation
The quotation is based solely upon the inventory and information provided by the Customer before the booking is confirmed.
Should additional Goods be presented on the moving day which were not disclosed during the quotation process, the Company may, at its sole discretion:
The Customer acknowledges that additional Goods may increase the labour, vehicle space, handling time and operational costs required to complete the move.
4.7 Customer Communication
The Customer agrees to maintain reasonable communication with the Company throughout the booking and moving process.
The Customer authorises the Company to contact them by telephone, mobile phone, SMS, WhatsApp, email or other reasonable communication methods.
The Customer agrees to respond promptly to communications from the Company’s office staff, surveyors, drivers or moving crews where such communication is necessary to perform the Services.
The Company shall not be responsible for delays arising from the Customer’s failure to answer calls or respond to communications within a reasonable time.
5.1 Unless previously agreed in writing by a director or authorised representative, the following must not be submitted and will not be moved or stored by us:
5.1.1 Potentially dangerous/damaging/explosive items, including gas bottles, aerosols, paints, firearms, fuels, oils and ammunition.
5.1.2 Jewellery, watches, precious stones/metals, money, deeds, securities, mobile telephones, portable media/computing devices, stamps, coins, or similar collections.
5.1.3 Goods likely to encourage vermin or cause infestation/contamination.
5.1.4 Goods which in our opinion are hazardous to health, dirty or unhygienic or likely to attract pests (we may refuse without liability).
5.1.5 Perishable items and/or those requiring controlled environment.
5.1.6 Any animals, birds, fish, reptiles or plants.
5.1.7 Goods requiring a special licence or government permission for export/import.
5.1.8 Under no circumstances will prohibited or stolen goods, drugs or pornographic material be moved or stored by us.
5.2 If we agree to remove such Goods, we accept no liability except to the extent loss/damage is caused by our negligence, and then only subject to these Terms and any applicable contractual cap.
5.3 If such Goods are submitted without our knowledge, we may make them available for your collection. If you fail to collect within a reasonable time, we may apply for a court order and/or dispose of them as appropriate. You shall indemnify us for all charges, expenses, damages, legal costs and penalties incurred.
6.1 Walking distance. The Quotation is based on reasonable access. Where the walking distance between our vehicle and the relevant entrance exceeds 10 metres, we may charge additional sums reflecting additional time, labour, equipment usage and increased handling risk.
6.2 Waiting time. Where keys are not available, access is delayed/refused, lifts are unavailable/booked, or premises cannot be accessed/worked within safely, waiting time shall be charged at £90 per hour (pro-rata) from arrival until delay is resolved or we reasonably decide it cannot be resolved within allocated time.
6.2.1 Key-related delays. For avoidance of doubt, key-related delays (late completion, agent/landlord delays, chain issues) are treated as customer-side access delays unless directly caused by our negligence.
6.3 No keys / emergency storage. If we are unable to deliver due to lack of keys/access or circumstances beyond our reasonable control, we may place Goods into storage. Emergency storage charges apply together with handling and redelivery costs. The Services shall be treated as completed for the purposes of the original Agreement, and storage/redelivery shall be chargeable as additional services.
6.4 If you are not contactable and access cannot reasonably be gained, we may cease delivery, store Goods and charge waiting time, storage and redelivery.
6.5 Parking penalties and enforcement. Where you fail to arrange lawful parking, bay suspension and/or permits as required under clause 4.1(d), and as a result we (or our personnel) incur any parking charge notice, penalty charge notice, fixed penalty notice, enforcement fee, towing fee, clamping fee or any similar fine, charge or cost (whether issued to us, a driver, a vehicle owner, leasing company or otherwise), you shall be liable for such sums in full and shall reimburse us immediately upon demand, together with our reasonable administrative costs of dealing with the same. For avoidance of doubt, this applies whether the penalty is issued during loading, unloading, waiting time or any period of attendance.
6.6 Walking Distance
The quotation includes a maximum walking distance of ten (10) metres between the Company’s vehicle and the nearest accessible entrance to the property.
Walking distance includes both:
Walking distance is assessed using information supplied during the quotation process or site survey.
Where the walking distance exceeds ten (10) metres, an additional charge of ten percent (10%) of the agreed moving price may apply for every additional ten (10) metres or part thereof.
Customers must notify the Company before the moving date if the walking distance differs from that originally declared.
6.7 Additional Access Charges
Additional charges may apply where access conditions differ from those disclosed before the quotation was issued.
This includes, but is not limited to:
7.1 We shall be entitled to determine the method, route, sequence, timing (including staging), means of transport and manner in which the Services are performed, and the location/conditions of any storage facility, provided we act reasonably.
7.2 Unless specifically agreed otherwise, we may utilise available space on vehicles/containers for consignments of other customers, and may tranship or transfer Goods in transit.
7.3 You authorise us (and any subcontractor) to take operational decisions reasonably required for safety, compliance, welfare, driving hours, route restrictions, port/terminal rules, customs processes, and loss prevention.
8.1 Due date. Unless otherwise agreed in writing, payment is required in full by cleared funds 48 hours prior to commencement.
8.2 Settlement on the day. Where payment has not been received prior to arrival, the latest time payment can be settled is within 10 minutes of our team arriving. If payment is not made within that period, we may refuse to commence/continue and may charge for attendance, time reserved and wasted costs.
8.3 Additional charges. Additional items, space, time or services (including waiting time at £90/hour, materials, emergency storage, handling into/out of storage, redelivery, permits, tolls and regulatory charges) are payable immediately when incurred or on demand.
8.4 No redelivery without payment. No Goods shall be redelivered or released from storage until payment has been made in full in cleared funds.
8.5 Last-minute bookings. Last-minute bookings may be subject to increased charges and are not secured until confirmed in writing and any required payment is received.
8.6 Interest and recovery. We may charge interest on overdue sums on a daily basis at 4% per annum above the Bank of England base rate, accruing from due date to payment in full, plus reasonable recovery costs (including legal costs on an indemnity basis).
8.7 No set-off / withholding. All sums due to us under the Agreement shall be paid in full without set-off, counterclaim, deduction or withholding of any kind. You shall not be entitled to withhold payment by reason of any dispute, claim or alleged breach, it being agreed that any dispute shall be pursued separately in accordance with clause 22 (without prejudice to any non-excludable statutory rights where you contract as a consumer).
8.8 Deposits
8.8.1 Any deposit paid is a commitment fee securing the booking date, reserving vehicles, staff and capacity, and is non-refundable in all circumstances except where the Agreement is cancelled by us without cause.
8.8.2 The deposit is separate from and in addition to any cancellation or postponement charges payable under clause 9.
8A.1 Waiver forms carried by moving teams. You acknowledge and agree that our moving teams carry waiver / disclaimer / risk acceptance forms (“Waivers”) and are authorised to require execution of a Waiver as a condition of moving specific Goods and/or proceeding with the Services where increased risk exists.
8A.2 Circumstances where Waivers may be required (non-exhaustive). A Waiver may be required where, in our reasonable opinion:
(a) items are not packed correctly, are inadequately protected, or are packed in unsuitable containers;
(b) boxes are overweight, unstable, leaking or unsafe;
(c) items are to be moved from drawers/wardrobes/cabinets that have not been emptied contrary to clause 4.1C;
(d) there is tight access, restricted staircases, narrow corridors/doorways, awkward turns, insufficient clearance, or any condition materially increasing risk of damage to Goods/premises or risk of injury;
(e) keys/access are not available on time or access is uncertain, increasing risk of storage, transhipment, repeated handling or delays;
(f) you instruct us to move items against our reasonable advice, including where we have warned you of risk;
(g) items are inherently fragile, already damaged, unstable or unusually complex;
(h) you request handling without recommended protective measures (e.g., crate, specialist packing, disassembly).
(i) where the Customer instructs the Company to pull, force, twist, tilt, rotate or otherwise manoeuvre any item through restricted access after being advised that there is a material risk of damage to the Goods or the property.
For the avoidance of doubt, any damage arising solely because the Customer instructed the Company to proceed against its reasonable advice shall not be covered under any level of Protection Cover or contractual liability offered by the Company.
8A.3 Effect of Waiver — exclusion of claims (maximum protection). Where you (or your authorised representative) sign a Waiver in respect of any item(s) and/or any defined circumstances, you agree that:
(a) the relevant item(s) and/or activity is moved/performed strictly at your sole risk;
(b) to the fullest extent permitted by law, we shall have no liability whatsoever for any loss, damage, defect, diminution in value, delay, cost or expense arising from or in connection with the matters covered by the Waiver; and
(c) you waive and release any and all claims against us arising from or in connection with the matters covered by the Waiver.
8A.4 Condition precedent / refusal to proceed. If a Waiver is reasonably requested by our team and you refuse to sign it:
(a) we may refuse to move the relevant item(s) and/or refuse to proceed with the relevant part of the Services; and
(b) any resulting delay, aborted attendance, rescheduling, storage, handling and redelivery costs shall be payable by you in accordance with these Terms.
8A.5 Authority to sign. You warrant that any person present and signing on your behalf has full authority to do so and that the Waiver binds you.
8A.6 Non-excludable liabilities. Nothing in this clause 8A excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any liability which cannot lawfully be excluded.
8A.7 Restricted Access, Customer Instructions and Waiver
Where the Company reasonably believes that an item cannot be safely moved due to restricted access, including but not limited to:
the Company may advise the Customer that there is an increased risk of damage to the Goods or the property.
Where the Customer instructs the Company to proceed despite this advice, the Customer acknowledges and accepts that the item is being moved entirely at the Customer’s own risk.
The Company may require the Customer to sign a Risk Acceptance or Waiver Form before the item is moved.
Where a Waiver has been signed, the Customer agrees that:
Nothing in this clause excludes liability for death or personal injury caused by the Company’s negligence, fraud or any liability which cannot lawfully be excluded.
9.1 Application
These terms apply to all business, commercial, office, warehouse, retail, educational, public-sector, and organisational relocations carried out by EcoGreen Relocation Group, referred to in these terms as “EcoGreen”, “we”, “us”, or “our”.
The business, organisation, public body, partnership, sole trader, or other person purchasing the services is referred to as the “Client”.
EcoGreen does not require a formal signed document to establish a binding agreement. Once the Client provides authorization to proceed, the Client is fully bound by these terms and conditions of service.
These Commercial and Office Move Terms apply in addition to EcoGreen’s general Terms and Conditions. Where these terms conflict with the general Terms and Conditions, these Commercial and Office Move Terms will take priority in relation to the commercial or office relocation services.
9.2 Cancellation Charges
Where the Client cancels all or part of the agreed services, the following cancellation charges will apply to the total quoted price:
More than 10 working days’ notice: 50% of the total quoted price.
5–10 working days’ notice: 60% of the total quoted price.
2–4 working days’ notice: 90% of the total quoted price.
Less than 48 hours’ notice: 100% of the total quoted price.
On the scheduled moving day or after work has started: 100% of the total quoted price, together with all additional project-management, risk-management, operational, administrative, third-party, and support costs incurred. Any changes requested on the day of the move will incur significant extra costs depending entirely on the scale and scope of the work required.
Cancellation charges reflect the reservation of vehicles, labour, equipment, management time, project-planning resources, lost booking opportunities, materials, subcontractors, and third-party commitments.
All non-refundable expenses, purchased materials, accommodation, equipment hire, specialist services, permits, storage bookings, and subcontractor charges will remain payable in addition to the cancellation charge.
A “working day” means Monday to Friday, excluding public and bank holidays.
Notice of Cancellation
Notice of cancellation may be provided by any verifiable means of communication, including a telephone call, WhatsApp message, text message (SMS), email, or any other communication method submitted as a cancellation request. The cancellation will be deemed effective from the exact time and date the communication is received and acknowledged by an EcoGreen representative.
9.2.1 Scale and Scope of Changes
For the purpose of these terms, the scale of a change means the increase or alteration to the volume of goods, number of items, number of employees, number of vehicles, labour hours, carrying distance, working duration, number of locations, access requirements, or physical resources required to complete the work.
The scope of a change means the type, complexity, and operational effect of the change, including additional packing, dismantling, reassembly, disposal, storage, redelivery, project phasing, floor-plan changes, destination changes, urgent reorganisation, additional site management, additional risk management, back-office support, finance support, or coordination with third parties.
EcoGreen will determine the applicable change category using the instructions received, site conditions, job sheets, photographs, messages, time records, vehicle records, and project-management records.
Where more than one category applies, the highest applicable category will determine the charge.
9.2.2 On-the-Day Surcharges
The Client should anticipate significant additional charges and premium surcharges for requests made on the scheduled moving day. These rates are substantially higher than standard pre-planned rates due to immediate resource reallocation.
9.2.3 Finance Approval for Changes
The Client must obtain all internal budget, purchase-order, and finance approvals before instructing EcoGreen to proceed with additional work.
Where further finance approval is required, the Client must instruct EcoGreen to stop work immediately while the matter is reviewed. All standing time, vehicle time, labour time, accommodation, storage, management time, and third-party costs incurred during the stoppage will be chargeable.
Where the Client instructs EcoGreen to continue, or permits the team to continue working, the Client accepts full responsibility for all resulting charges. EcoGreen will not delay urgent operational decisions while the Client seeks internal approval after authorising the work.
The Client has no right to withhold payment because its internal purchase order, finance approval, or administration process was not completed before the additional work was authorised. If a financial determination cannot be made or the Client is uncomfortable providing clear instructions due to site issues, the Client should not give a go-ahead to proceed.
9.3 Date, Time and Programme Changes
Every moving date, collection time, delivery time, project phase, and working schedule stated in the quotation is based on the information provided when the quotation is issued.
Where the Client changes a date, time, project phase, access arrangement, location, or programme:
9.4 Authorised Client Representative
Before work starts, the Client must appoint an authorised representative who will remain available to provide instructions and approve decisions throughout the project.
The Client must provide the authorised representative’s full name, job title/level of authority, telephone number, and email address.
Instructions given by the Client’s director, manager, office manager, facilities manager, project manager, site manager, or nominated site representative will be treated as authorised instructions from the Client unless EcoGreen receives written notice stating otherwise before the instruction is given.
Approval will be valid when provided by:
The Client must ensure that its authorised representative holds sufficient authority to approve operational changes and additional charges. Where an appointee is unavailable and a critical decision must be made, the Client accepts full liability for all resulting project management, operational adjustments, and communication costs incurred by EcoGreen.
The Client will remain responsible for every instruction given by its authorised representative. Any confusion or disputes arising because the Client failed to appoint a suitable representative to oversee additional costs will remain fully billable to the Client.
9.5 Authority to Proceed and Bill Accordingly
Where the Client or its authorised representative instructs or approves EcoGreen to proceed, continue, or change the work, EcoGreen will carry out the work in accordance with those instructions and will invoice the Client accordingly.
This includes instructions to:
Once additional work has been approved and started, the Client must pay all resulting charges regardless of whether a separate written quotation was issued before the work commenced. The absence of a separately signed quotation will not cancel or reduce the Client’s obligation to pay for authorised additional work.
9.6 Variations and Additional Work
The quotation is based on the inventory, access information, photographs, surveys, schedules, floor plans, and instructions supplied by the Client before the quotation is issued.
Any additional services requested on the moving day will be subject to a premium short-notice surcharge. These will not be billed at the original quoted rates, as they lack the necessary advanced operational planning.
9.7 Delays in Fast-Moving Commercial Environments
The Client acknowledges that commercial and office relocations take place in fast-moving environments involving landlords, building managers, IT contractors, fit-out teams, cleaners, security staff, lift operators, and other third parties.
EcoGreen will not be responsible for delays caused by circumstances outside its direct control. All time spent waiting or carrying out additional work because of these circumstances will be chargeable.
Where the Client instructs EcoGreen to remain on site, continue the project, or adapt the programme, all resulting labour, vehicle, waiting, overtime, project-management, risk-management, administrative, travel, accommodation, storage, and third-party costs will be invoiced to the Client. The Client must pay those charges in full.
9.8 Last-Minute Changes and Urgent Instructions
EcoGreen will either accept or reject every urgent or last-minute change based on available labour, vehicles, equipment, safety requirements, and operational capacity. No urgent or last-minute change will form part of the agreed services until EcoGreen accepts the instruction.
Once EcoGreen accepts the instruction, the Client must pay all associated charges. Urgent and last-minute changes will result in:
The charge scale in clause 9.2.1 and 9.2.2 will apply.
Where immediate action is required to protect people, property, equipment, the Client’s goods, site safety, or project continuity, EcoGreen will take the necessary operational action and will notify the Client as soon as the immediate risk has been controlled. The Client must pay all reasonable costs arising from that action.
9.9 Client Responsibilities
The Client must meet all pre-move responsibilities including providing an accurate inventory, securing parking permits, clearing access routes, and backing up data. Every additional cost arising from the Client’s failure to meet these responsibilities will be charged directly to the Client.
9.10 IT Equipment, Data and Confidential Materials
In accordance with the Client’s instructions, EcoGreen will execute the requested work and bill the Client accordingly. This includes on-the-day request surcharges, which vary based on the scale and scope of the changes, as well as EcoGreen’s internal capacity and booking schedule at the time. The Client acknowledges that these emergency rates are significantly higher than pre-planned rates.
The Client must safely disconnect, back up, and secure all IT systems and confidential data prior to arrival. EcoGreen will not be responsible for lost or corrupted data unless the loss results directly from EcoGreen’s failure to exercise reasonable care and skill.
9.11 Third-Party Costs
The Client must pay all authorised and reasonably necessary third-party costs connected with the project (permits, tolls, storage, specialist hires, disposal fees, etc.). Third-party costs already committed or incurred will remain payable if the move is cancelled, postponed, delayed, reduced, or changed.
9.12 Working Hours and Overtime
All work outside the stated hours will be charged at EcoGreen’s enhanced commercial rate. Where work exceeds the agreed timeline due to delays outside EcoGreen’s control or scope changes, additional time will be billed at the prevailing commercial rate.
9.14 Invoicing and Payment
EcoGreen will issue invoices in accordance with the actual scale and scope of the work carried out, the purchase order, or the commercial agreement. This includes any additional significant charges, premium operational surcharges, or on-the-day variations where applicable.
Approved additional services, waiting time, overtime, project-management services, risk-management services, materials, accommodation, storage, and third-party costs will be included in the final invoice or invoiced separately.
The Client must pay every undisputed invoice amount by the due date. A dispute relating to one item will not give the Client the right to withhold the remaining balance.
The Client must pay the full invoiced amount where the Client authorised EcoGreen to continue with additional work and failed to request a stoppage before that work was carried out.
EcoGreen will charge statutory interest, fixed compensation, and reasonable debt-recovery costs on overdue business invoices. EcoGreen will suspend further work, delivery, redelivery, or release from storage until all overdue amounts are paid in cleared funds.
9.15 Business Interruption and Consequential Loss
EcoGreen will not be responsible for indirect or consequential business losses (loss of profit, revenue, data, or business interruption) unless expressly agreed upon in a separate written agreement.
9.16 Acceptance
The Client accepts these Commercial and Office Move Terms by any of the methods listed below. A formal signed document is not strictly required, as actionable confirmation is sufficient:
The person accepting the quotation confirms that they hold authority to bind the Client.
10.1 Any arrival/delivery time provided is an estimate only. Time is not of the essence unless expressly agreed in writing by a director.
10.2 No refunds for missed slots. If delays occur and a timeslot is missed, no refunds are available (without prejudice to any non-excludable statutory rights).
10.3 Long-distance / staged delivery. For moves above 150 miles, delivery may be next-day. For moves above 300 miles, delivery may take up to two days. Operational staging may be used for safety/compliance (driving hours, welfare, road conditions).
10.4 We are not liable for delays caused by events outside our reasonable control (traffic, accidents, road closures, weather, port congestion, industrial action, customs activity, third-party failures).
10.5 Estimated Arrival Times and Delays
All collection and delivery times are estimates only and are not guaranteed unless expressly agreed in writing.
Long-distance removals are particularly susceptible to delays arising from circumstances beyond the Company’s reasonable control.
These include, but are not limited to:
The Customer acknowledges that estimated arrival and delivery times may change due to such circumstances.
The Company shall not be liable for complaints, compensation or refunds solely because estimated arrival or delivery times change due to events beyond its reasonable control.
11.1.1 If you require liability above the default limits set out in this clause, you must advise us in writing of the total value of the Goods prior to commencement of the Services and purchase Extended Liability Cover in accordance with clause 11.3.
11.1.2 Subject always to clauses 11.6 and 16, and to the extent permitted by law, where loss of or physical damage to the Goods occurs while the Goods are in our care, custody or control and such loss or damage is caused by our negligence or breach of contract, our liability shall be limited as follows.
11.1.3 Unless you purchase Extended Liability Cover under clause 11.3, our maximum liability shall not exceed:
(a) £25 per box; and/or
(b) £50 per item,
and in all cases shall not exceed £1,000 for the full move, or such other amounts as may be expressly stated in the accepted Quotation.
11.1.4 For the purposes of this clause:
(a) a “box” means a sealed carton, container or package prepared for transport, whether packed by you, us or any third party; and
(b) an “item” means a single article, object or piece of furniture not contained within a box.
11.2.1 Where liability applies, it is limited to the reasonable cost of repair or the current depreciated replacement value of the Goods (taking into account age, condition and market availability), whichever is lower.
11.2.2 You shall provide reasonable evidence of ownership, age, condition and value of any item claimed for, failing which we may decline or limit the claim.
11.2.3 No liability is accepted for sentimental value, special value or personal attachment.
11.3.1 Extended Liability Cover may be purchased for an additional fee. It is a contractual allocation of risk only, not insurance, and not regulated by the Financial Conduct Authority.
11.3.2 There is no fixed upper limit set by us for the value for which Extended Liability Cover may be arranged; however, any such cover is subject to our written acceptance, applicable pricing, operational limits, and (where relevant) third-party terms.
11.3.3 For high-value, fine art, antiques or specialist moves, we may arrange specialist cover via third parties, subject to their terms.
11.3.4 You must provide full and accurate declared values prior to commencement.
11.3.5 Extended Liability Cover is calculated based on the declared value and applicable rate advised.
11.3.6 Unless agreed otherwise, Extended Liability Cover:
(a) increases our maximum liability only to the agreed amount;
(b) does not apply to excluded Goods or excluded causes;
(c) does not apply to items packed by you unless damaged by external physical impact caused by our negligence.
11.3.7 Under-declaration of value reduces liability proportionately.
11.4.1 There is no liability for excluded Goods, pre-existing damage, data loss or excluded causes under clause 16.
11.4.2 A £100 deductible per claim applies unless agreed otherwise.
11.5.1 Claims must be notified in accordance with clause 12.
11.5.2 You must mitigate loss and not repair or dispose of items without consent.
11.6 Standard Protection Cover – Customer Packing Responsibilities
Where the Customer has selected Standard Protection Cover and has not purchased the Company’s professional packing service, the Customer is responsible for ensuring that all Goods are correctly packed before collection.
Protection Cover applies only where Goods have been packed using suitable packing materials and accepted packing methods.
The Company reserves the right to refuse Protection Cover where, in its reasonable opinion, Goods have not been adequately packed for transportation.
Where the Company identifies inadequately packed Goods before loading, it may:
11.7 Packing Requirements for Fragile Items
Fragile items require additional protection due to their increased risk of damage during transportation.
Fragile items include, but are not limited to:
Customers must ensure that fragile items are packed using suitable protective materials including, where appropriate:
Each fragile item should be individually wrapped before being placed inside a box.
All empty spaces within the box should be filled with suitable cushioning materials to prevent movement during transport.
Boxes containing fragile items must:
11.8 Television Packing Requirements
Televisions require specialist protection during transportation.
Unless professionally packed by the Company, Customers must ensure that televisions are:
Where suitable packaging has not been used, Protection Cover shall not apply.
11.9 Furniture Requiring Dismantling and Reassembly
Furniture requiring dismantling or reassembly shall only be dismantled or reassembled where this service has been expressly included within the quotation.
Although the Company will exercise reasonable care, the Company accepts no liability for damage arising from:
This includes, without limitation:
The Customer acknowledges that such furniture is not designed to withstand repeated dismantling and reassembly and may weaken despite reasonable care being exercised.
11.10 Pre-existing Damage
Protection Cover does not apply to:
The Company reserves the right to inspect and photograph Goods before transportation to record their condition.
11.11 Customer-Packed Goods
Where Goods have been packed by the Customer or any third party, the Company accepts no liability for damage resulting from:
Protection Cover shall apply only where damage results directly from proven negligence by the Company.
11.12 General Exclusions
Regardless of the level of Protection Cover selected, the Company shall not be liable for loss or damage arising from:
11.13 Condition of Packing
The Company shall determine, acting reasonably, whether Goods have been adequately packed based upon the condition of the packaging presented at the time of collection.
Where the Company reasonably considers that Goods have not been packed in accordance with these Terms, the Company may decline Protection Cover for those Goods or require additional protective packing before transportation.
11.14 One-Man Moving Service
Where the Customer selects a One-Man Moving Service, the Customer acknowledges that only one member of the Company’s staff will attend.
If the Customer, or any third party acting on the Customer’s behalf, assists with lifting, carrying, loading, unloading or moving any Goods, the Customer accepts full responsibility for any loss or damage arising during such assistance.
Protection Cover shall not apply to any item where:
The Company shall not be liable for any injury, damage or loss arising from such assistance except where directly caused by the Company’s negligence.
11.15 Customer Instructions Against Advice
The Company may occasionally be requested to move Goods through restricted access, including narrow doorways, staircases, tight corners, balconies, windows or other confined areas.
Where the Company advises that there is an increased risk of damage due to access restrictions, and the Customer nevertheless instructs the Company to proceed, the Goods shall be moved entirely at the Customer’s risk.
Protection Cover shall not apply to any damage resulting directly from the Customer’s instruction to proceed against the Company’s reasonable advice.
The Company may require the Customer to sign a Risk Acceptance or Waiver Form before undertaking such work.
Where the Customer refuses to sign the required waiver, the Company reserves the right to refuse to move the relevant item.
11.16 Oversized Furniture and Restricted Access
Where furniture or other Goods cannot reasonably pass through doors, corridors, staircases, lifts or other access points without increased risk of damage, the Company may recommend:
Where the Customer declines the Company’s recommendation and instructs the Company to proceed using an alternative method involving increased risk, any resulting damage shall not be covered under the applicable Protection Cover.
12.1 Inspection and notification. You must inspect the Goods upon delivery as far as reasonably practicable. If you allege loss/damage, you must submit written notice with supporting photographs within 48 hours of completion of the move (or release from storage, as applicable).
12.2 We may reject claims submitted outside this timeframe and/or where insufficient evidence is provided.
12.3 Where you sign delivery documentation without noting apparent damage, that shall constitute persuasive evidence that Goods were delivered in apparent good order (save for concealed damage notified within clause 12.1).
12.4 You must retain damaged items and allow reasonable inspection by us or our appointed assessor. You must not dispose of or repair items prior to inspection without our written consent.
13.1 Other than by reason of our negligence or breach of contract, we are not liable for delays in transit.
13.2 If through no fault of ours we are unable to deliver, we may store the Goods and all additional services including storage/handling/redelivery shall be at your expense.
14.1 We shall have a general and particular lien over some or all Goods for all sums due to us (under this Agreement or otherwise), and may refuse release/redelivery until payment in full.
14.2 While Goods are held, you are liable for storage charges and all costs (including legal costs on an indemnity basis) incurred in recovery.
14.3 If sums remain unpaid for 28 days after written demand (or sooner where reasonable due to accruing charges), we may sell or dispose of some or all Goods and apply proceeds to sums due (including costs of sale/disposal). Any balance shall be paid to you; any shortfall remains payable by you.
15.1 International moves may require customs declarations, permits, inspections and port/terminal processes outside our control.
15.2 Unless stated, the Quotation excludes customs duties, taxes, demurrage/detention, inspections and governmental fees.
15.3 You are responsible for obtaining all documentation and ensuring compliance with import/export requirements.
15.4 We are not liable for seizure, confiscation, inspection delay or damage caused by customs/government agencies unless directly caused by our negligence.
15.5 Where Goods are delayed by customs/port processes, you shall be responsible for all additional storage, handling, demurrage/detention and redelivery costs.
16.1 Except where loss/damage is caused by our negligence or breach of contract, we shall not be liable for loss, damage, cost or expense arising from:
(a) normal wear and tear, gradual deterioration, inherent vice or pre-existing defects;
(b) atmospheric/environmental conditions (mould, mildew, rust, tarnish, corrosion, warping, swelling, contraction) unless directly caused by water ingress resulting from our negligence;
(c) vermin, insects, moths or infestation;
(d) leakage, spillage or evaporation of contents;
(e) Goods left within drawers, wardrobes, cupboards, cabinets, safes, toolboxes, containers, appliances or furniture;
(f) Goods not packed or unpacked by us and/or inadequately packed;
(g) fragile items (china, glassware, ceramics, ornaments) unless professionally packed by us;
(h) electrical/electronic/mechanical derangement, malfunction, failure or defect not directly caused by external physical impact arising from our negligence;
(i) loss of data, software, files, digital content or electronically stored information;
(j) sentimental value, personal inconvenience, distress or loss of enjoyment;
(k) items moved at your express request against our reasonable advice;
(l) any Goods with a pre-existing fault, weakness, damage or defect;
(m) calibration, alignment, configuration or performance issues following transportation; and
(n) delays, loss, damage or expense arising from or in connection with vehicle/equipment malfunction, mechanical or electrical failure, breakdown, tyre puncture, accident, or repair/recovery/replacement of vehicles, trailers, containers, handling equipment or plant, except to the extent directly caused by our negligence.
16.2 Where liability does arise, it is strictly limited in accordance with clause 11 and shall not exceed any applicable contractual cap and/or any waiver executed under clause 8A.
16.3 Our liability (where any exists) shall cease upon delivery of the Goods to the delivery address or, where applicable, upon placement of the Goods into storage.
17.1 Where we cause damage to premises or property (other than Goods) as a result of our negligence or breach, our liability shall be limited to making good the damaged area only.
17.2 We shall not be liable for damage arising from moving Goods in accordance with your express instructions where we advised you of the risk.
17.3 You must notify us of alleged premises/property damage as soon as reasonably practicable and in any event within 48 hours, with supporting photographs.
18.1 By entering into the Agreement, you warrant that:
(a) the Goods are your property or you have full authority from the owner and any interested party to contract on these Terms;
(b) the Goods are free from any undisclosed legal charge, lien or encumbrance; and
(c) you have made the owner/interested party aware of these Terms and they have agreed to them.
18.2 You shall indemnify us against all loss, claim, demand, liability, cost or expense arising from a breach of clause 18.1 (including legal costs on an indemnity basis).
18.3 If any third party acquires or asserts an interest in the Goods, you must notify us immediately in writing.
19.1 We may subcontract the whole or any part of the Services at our discretion.
19.2 These Terms apply to Services performed by subcontractors to the fullest extent permitted by law.
19.3 We are not responsible for acts/omissions of third parties where loss/delay arises from circumstances beyond our reasonable control.
19.4 Third-party specialists appointed on your behalf. Where, at your request or for operational convenience, we arrange, introduce or book a third-party specialist (including without limitation plumbers, electricians, engineers, carpenters, AV installers, riggers, art handlers, IT specialists or other trades) to perform specialist works, you acknowledge that such specialist is not providing services as our employee, and we do not warrant or guarantee the specialist’s work.
19.5 Separate contract. Unless expressly stated otherwise in writing, any specialist works are performed under a separate contract between you and the specialist (or between you and the specialist’s firm), and you shall be responsible for agreeing scope, timings, costs and suitability directly with that specialist. Where we collect payment on behalf of a specialist, we do so solely as agent for convenience.
19.6 Exclusion of liability for specialist works. To the fullest extent permitted by law, we shall have no liability for any act, omission, negligence, breach, delay, defect, damage or loss arising from or in connection with specialist works performed by third parties, even where we introduced, recommended or arranged the specialist, save that nothing in this clause excludes liability for our own negligence in selecting or instructing the specialist where such liability cannot lawfully be excluded.
19.7 Customer indemnity. You shall indemnify us against any claims, losses, liabilities, costs and expenses (including legal costs on an indemnity basis) arising from specialist works, except to the extent caused by our negligence.
20.1 We shall not be liable for failure or delay caused by events beyond our reasonable control, including war, terrorism, civil unrest, strikes, industrial action, pandemics, fire, flood, severe weather, road closures, accidents, port congestion, customs delays, government action, cyber incidents affecting critical infrastructure, or failures of utilities or transport networks.
20.2 Performance shall be suspended for the duration of the force majeure event. We may terminate if the event continues for an unreasonable perio
21.1 Where you contract in the course of a trade, business, craft or profession (“Business Customer”), the Services are supplied strictly on the agreed scope set out in the accepted Quotation and/or written schedule.
21.2 Any work, Goods, volume, access conditions, time on site, staffing, vehicle requirements, packaging materials, specialist handling, storage, redelivery, waiting time, permits, compliance requirements, or services not expressly included shall be treated as a variation and incur additional charges. We may refuse to perform out-of-scope services until revised charges are agreed and/or paid.
21.3 No employee/driver/subcontractor may vary scope/pricing/liability on site unless confirmed in writing by an authorised officer.
21.4 To the fullest extent permitted by law, we shall not be liable (contract/tort/statutory duty/otherwise) for loss of profit, revenue, contracts, goodwill, anticipated savings, opportunity, business interruption, or any indirect or consequential loss.
21.5 VAT is payable in addition where chargeable unless expressly stated otherwise.
21.6 Entire agreement / exclusion of customer terms. The Agreement constitutes the entire agreement between the parties and supersedes all prior discussions, representations and arrangements. Any terms you seek to impose (including purchase order terms) are excluded unless expressly accepted in writing by a director of the Company.
22.1 Written notice required. Any complaint, dispute or claim must be notified in writing with reasonable supporting information (including photographs where relevant).
22.2 Notices must be sent to: info@ecogreenmovers.co.uk (or such other address as we notify in writing).
22.3 You agree to allow up to 14 days from receipt of a complete written complaint to investigate and respond. Where further information is required from you, the period shall be extended by the time reasonably required to obtain such information.
22.4 Nothing prevents either party pursuing legal remedies; however, you agree to provide a reasonable opportunity to resolve the matter before commencing proceedings, except where urgent relief is required.
23.1 These Terms and the Agreement (and any non-contractual disputes/claims) shall be governed by the laws of England and Wales.
23.2 The parties submit to the exclusive jurisdiction of the courts of England and Wales.
24.1 Title. Title to the Goods remains with you at all times.
24.2 Risk. Risk of loss/damage to the Goods shall pass to you upon the earliest of:
(a) delivery at the delivery address; or
(b) placement of the Goods into storage (including emergency storage) for any reason.
24.3 Where you instruct us to leave Goods unattended, at an unoccupied premises, or without a responsible recipient, all risk in the Goods shall pass to you at the time we comply with that instruction.
25.1 If Goods are undeliverable or remain uncollected and you fail to provide reasonable instructions and/or fail to pay sums due, we may give written notice requiring collection/payment within 30 days (or such shorter period as is reasonable given accruing charges).
25.2 If you fail to comply, we may treat the Goods as abandoned and may sell, dispose of, donate or otherwise deal with them as we consider appropriate. You remain liable for all sums due up to disposal, and for any shortfall after application of sale proceeds.
25.3 This clause is without prejudice to our lien and disposal rights under clause 14.
26.1 You expressly authorise us (and our employees, agents and subcontractors) to photograph, film, record and otherwise capture images, audio and/or video of:
(a) the Goods;
(b) the premises; and
(c) the performance of the Services,
for the purposes of inventory, condition recording, operational records, evidence, training, quality control, and marketing/promotion, including online content.
26.2 You grant to us a worldwide, perpetual, irrevocable, royalty-free licence to use, reproduce, store, edit, adapt, publish, distribute and communicate such images/recordings in any media now known or later developed, including websites, social media, advertisements and promotional materials, without compensation to you.
26.3 Opt-out in writing. If you do not consent to the use of such content for marketing, promotional or online purposes, you must notify us in writing prior to commencement of the Services. In the absence of such written notice, your consent shall be deemed given.
26.4 Any opt-out under clause 26.3 shall not restrict our right to capture and retain images/recordings strictly necessary for inventory, condition, evidential, legal, compliance or dispute-resolution purposes.
27.1 Each party shall comply with applicable data protection legislation, including the UK GDPR and Data Protection Act 2018 (as amended).
27.2 We may process personal data to the extent necessary to perform the Services, administer the Agreement, manage logistics, handle claims/complaints, prevent fraud, and comply with legal obligations.
27.3 You confirm that you have authority to provide personal data of any other individuals (e.g., family members, landlords, agents, recipients) and that you have provided them with appropriate notice that such data may be shared with us for performance of the Services.
27.4 Where we engage subcontractors and third-party agents (including shipping agents, storage providers, customs brokers), you authorise us to share necessary personal data for the purposes of performing the Services.
28.1 We may require reasonable evidence of identity, authority, ownership, occupancy, and/or right of access (including photo ID, proof of address, tenancy/completion documents or written authority) before or during performance.
28.2 We may refuse to commence or may suspend the Services without liability where:
(a) requested verification is not provided within a reasonable time;
(b) we reasonably suspect fraud, illegality or lack of authority; or
(c) we reasonably consider proceeding would expose us to legal, safety or compliance risk.
Any resulting costs, waiting time, storage and rescheduling charges shall be payable by you unless caused solely by our negligence.
29.1 If any provision (or part-provision) of these Terms is found by a court or competent authority to be invalid, unlawful or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid/enforceable. If such modification is not possible, it shall be deemed deleted.
29.2 Any modification or deletion shall not affect the validity and enforceability of the remaining provisions, which shall continue in full force and effect.
30.1 If you cancel or postpone, we may charge a postponement/cancellation fee proportionate to losses incurred, time reserved and costs committed.
30.2 Charges (Working Days):
30.3 Date changes / re-quote. Where dates/times are changed with little notice, a percentage of booking fee may be payable and/or the scale above may apply, and we may re-issue the Quotation at prevailing rates.
30.4 Pass-through and committed costs (payable notwithstanding cancellation/postponement). Without prejudice to clause 9.2, where prior to cancellation/postponement we have incurred, committed to, ordered or paid for any non-refundable or time-sensitive costs in connection with the Services (including without limitation packing materials, export wrapping, crates, cartons, consumables, container booking fees, shipping line charges, ferry bookings, port/terminal reservations, permits, parking suspensions, hotel/accommodation for crew, specialist equipment hire, storage charges or third-party contractor deposits), you shall remain liable for such costs in full and shall reimburse us immediately upon demand. Such sums are due as a debt and are not subject to mitigation where they are genuinely non-refundable.
30.5 Survival. Clauses 8 (Payment), 8A (Waivers), 9.4 (Committed costs), 12 (Claims limits), 14 (Lien/disposal), 16 (Exclusions/limitations), 21 (Business Customer provisions), 22 (Disputes), 23 (Governing law), 26 (Content rights), 27 (Data protection), 28 (Anti-fraud), and 29 (Severability) shall survive termination or cancellation of the Agreement howsoever arising.