TERMS AND CONDITIONS

1. Liability for Items

RJG Logistics & Removals Ltd will not accept responsibility for any loss or damage to items during transit unless clear photographic evidence of the item(s) has been provided at least 24 hours prior to the scheduled move. Photographs must clearly show the condition of the item(s) to allow for fair assessment in the unlikely event of a claim.

2. Televisions

Due to the inability to confirm the working condition of televisions prior to handling, all televisions are transported entirely at the customer’s risk. We cannot insure or accept liability for any screen, internal, or electrical damage. We strongly recommend the use of original manufacturer packaging or equivalent protective materials.

3. Minimum Booking Charge

All bookings made through our website are subject to a minimum two (2) hour charge, regardless of the actual time taken. This covers essential operational costs including scheduling, staffing, and vehicle allocation.

4. Cancellation Policy

Once a booking has been confirmed, a £90 cancellation fee will apply to all house removals. This fee is non-refundable and covers the administrative and logistical costs involved in planning your move. Cancellations must be made in writing.

5. Employee Discretion & Right to Refuse

For safety and operational reasons, our team reserves the right to refuse to move specific items or to cancel a job upon arrival if:

  • The item poses a health or safety risk

  • The environment is unsafe, unsanitary, or significantly differs from the information provided at booking

  • Items are excessively heavy, dangerous, or not adequately prepared for transport

In such cases, the minimum charge and/or cancellation fee will still apply.

6. Access Requirements

Customers must ensure there is safe and clear access to the property, including:

  • Reserved and legal parking for removal vehicles

  • No obstructions in doorways, staircases, or hallways

  • Lift access (if applicable) arranged in advance

Delays due to access issues may incur additional charges.

7. Packing Responsibilities

Unless packing services have been explicitly booked and confirmed, all items must be securely packed prior to collection. Loose, fragile, or unpacked items are moved entirely at the customer’s risk. We do not take responsibility for damage to unpacked or poorly packed items.

8. Delays and Waiting Time

If delays occur due to customer-related issues (e.g. waiting for keys, incomplete packing, property access), additional time will be charged in 30-minute increments at the standard hourly rate.

9. Disassembly and Reassembly

We will only carry out disassembly or reassembly of furniture if this service is requested and confirmed in advance. RJG Logistics & Removals Ltd accepts no liability for damage during customer-assembled disassembly unless handled directly by our team under agreement.

10. Prohibited Items

For safety and legal compliance, we do not transport:

  • Hazardous materials (e.g. gas cylinders, fuel, flammable chemicals)

  • Illegal substances

  • Perishable goods or live animals

  • Valuables such as cash, jewellery, or important personal documents (e.g. passports)

Customers must ensure none of these are included in their move.

11. Agreement to Terms

By proceeding with a booking through our website, you confirm that you have read, understood, and agreed to the terms outlined in this Removals Policy.

For enquiries or to submit photographic evidence in advance of your move, please contact us at:

📧 JACK@RJGLOGISTICS.CO.UK

📞 07886603650