Last updated: 2 November 2026
How it works:
If you are booking as a consumer (not for a business), any cancellation or failed collection charge will not exceed the reasonable costs we have actually incurred.
1. About This Page
This page sets out our charges and booking rules. It forms part of our Terms and Conditions, which apply to every job. If a quote we have confirmed with you in writing says something different, the confirmed quote applies.2. Quotes and Bookings
- A quote is based on the details you give us: addresses, times, number of items, sizes and weights. If these turn out to be different, we may change the price or the vehicle.
- A booking is confirmed once we accept it in writing (email, text or WhatsApp). For new customers who pay in advance, the booking is confirmed once payment is received.
- Unless the quote says otherwise, the price covers one collection, one delivery, direct travel between them, blankets and straps, and the free waiting time in section 3.
- We are not VAT registered, so no VAT is added to our prices.
- Quotes are valid for 7 days from the date we send them, unless the quote says otherwise. A vehicle is only reserved once we confirm the booking.
- For regular customers on agreed rates, we may adjust our rates if fuel prices change significantly. We will give at least 14 days’ notice in writing before any change.
3. Additional Charges
These charges apply only when the situation below happens and it was not already included in your quote.| Situation | Charge |
|---|---|
| Waiting time at collection or delivery | Depends on the vehicle, see the waiting time table below |
| Extra collection or delivery address | Depends on the vehicle, see the extra stops table below |
| Evenings, nights, weekends and bank holidays | Depends on the day and time, see the out of hours table below |
| Wait and return (driver waits and brings goods back) | +50% of the outward price, plus waiting time |
| Goods not ready, site closed or no one to hand over at collection, after the free waiting time | Miles driven to the address at your quoted rate, and at least the minimum charge for the vehicle (see below) |
| Delivery refused or not possible (closed, no access, no one to receive) | Return to sender or re-delivery at 100% of the original price, plus waiting time |
| Cancellation more than 24 hours before collection | Free |
| Cancellation 2 to 24 hours before collection | 50% of the job price, up to a maximum of the minimum charge for the vehicle |
| Cancellation less than 2 hours before collection, before the vehicle has set off | The minimum charge for the vehicle (see below) |
| Cancellation after the vehicle has set off | Miles driven at your quoted rate, and at least the minimum charge for the vehicle. For long-distance jobs, up to 100% of the job price |
| Goods larger or heavier than declared, needing a bigger vehicle | The price difference for the vehicle needed. If the driver has to refuse the goods, the failed collection charge applies |
| Congestion Charge, ULEZ, Clean Air Zones, tolls, parking | Passed on at cost, unless included in the quote |
| Driver helping with extra loading work (beyond normal loading) | Quoted at booking |
Waiting Time by Vehicle
Waiting time starts when the driver arrives at the collection or delivery address. Each address has its own free time. Only the minutes after the free time are charged.| Vehicle | Free time at each address | After the free time |
|---|---|---|
| Small van | 15 minutes | £0.40 per minute |
| SWB van | 20 minutes | £0.45 per minute |
| MWB / LWB van | 25 minutes | £0.50 per minute |
| XLWB van | 30 minutes | £0.55 per minute |
| Luton van | 45 minutes | £0.60 per minute |
Extra Stops by Vehicle
An extra stop is any collection or delivery address beyond the first collection and the final delivery. Each extra stop has its own free waiting time, as in the table above. If an extra stop takes the vehicle off the direct route, the extra miles are charged at the per-mile rate in your quote.| Vehicle | Charge per extra stop |
|---|---|
| Small van | £7.50 |
| SWB van | £10.00 |
| MWB / LWB van | £12.50 |
| XLWB van | £15.00 |
| Luton van | £20.00 |
Out of Hours, Weekends and Bank Holidays
Our standard hours are Monday to Friday, 06:00 to 19:00. Jobs outside these hours carry a surcharge on the job price, so it already reflects the size of the vehicle.| When | Surcharge on the job price |
|---|---|
| Monday to Friday, 06:00–19:00 | None |
| Monday to Friday, 19:00–06:00 | +50% |
| Saturday | +25% |
| Sunday | +50% |
| Bank holidays | +100% |
- The surcharge depends on when the delivery takes place, not when the job is booked.
- If your quote already includes the out of hours price, nothing extra is added. The price we confirm at booking is the price you pay.
Minimum Charge by Vehicle
The minimum charge is the least we charge when a vehicle has been sent out or reserved, for example when a collection fails or a job is cancelled at short notice.| Vehicle | Minimum charge |
|---|---|
| Small van | £35 |
| SWB van | £45 |
| MWB / LWB van | £55 |
| XLWB van | £65 |
| Luton van | £85 |
4. Payment
- New customers pay in advance, before collection, by bank transfer.
- Once we have worked together on several jobs, we may offer you an account. Account invoices are due within 7, 14 or 30 days of the invoice date, as agreed in writing when the account is set up.
- Additional charges from section 3 are invoiced after the job and are due within 7 days.
- Payment is by bank transfer, using the bank details and reference shown on the invoice, unless we agree otherwise in advance.
- Late payments may attract interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
5. Loading and Unloading
- Our driver loads and unloads items that one person can lift safely, up to about 25 kg each.
- For items over 25 kg or longer than 2 metres, please arrange someone to help at collection and delivery. Goods on pallets need a forklift or pallet truck.
- Delivery is to the kerbside or ground floor. Carrying upstairs, to upper floors or installation can be arranged when you book.
- Where the vehicle has a tail-lift, it is used for goods within the lift’s weight limit.
- A two-person service can be added when you book, at the price in your quote.
- If help or equipment is not available and the goods cannot be moved safely, the driver may not be able to complete the collection or delivery. The failed collection or delivery charges in section 3 then apply, and time on site counts as waiting time.