F.A.Q

Will you charge me an extra 20% V.A.T on top of the advertised price?

No, our charges have no hidden extras.

Why am I required to pay more to have my load delivered higher than the ground floor level on your fixed cost services, when you do not charge extra to go above the ground floor level on your hourly rate service?

Our fixed cost services are calculated to cover the maximum time we feel it will take to do a job and will not change regardless if the job takes longer. If you instead wish to book our hourly rate service for your job, you can do so but please bear in mind that you may end up spending more money if there are any traffic jams or other unforeseen circumstances.

Why do you use cash to pay for Store orders?

No matter which payment method you choose to make payment with, we will always purchase Store orders in cash and give you the original receipt so your Sales Contract & Warranty for your goods still remain with the Store. We also do this in case you later want to return any of the items for a refund, you are able to receive your refund in cash and it is not instead refunded back on to a card that we have used.

If your driver arrives later than the booking time will I still be charged for the time he had not arrived?

No, our chargeable time starts when the driver arrives at your address. We always do our best to arrive on time however, arrival times are estimated as traffic on the roads is beyond our control.

Do I have to give you a deposit?

No, we take bookings on the assumption that you want our service, if you ever wish to cancel please just let us know at least 2hrs before the booking date and there will be no cancellation charge.

How much advance notice do you need for a booking?

We are able to take bookings same day, but the earlier you book the better the chance of getting the exact time you require.

Can I travel with the driver and does it cost more?

Yes, our van can carry up to two passengers and this does not affect the cost in any way. If you order two men then only one person can travel in the van. Please be note that our chargeable service to you is to transport your load from your collection address to your delivery address. Customers that wish to come in the van with our driver to follow their load, can do so on the knowledge that this is a ‘courtesy lift’ and we are not charging for this ancillary service.

Will my unboxed furniture be protected from getting dirty or being scratched in your vans?

Yes, all our vans have carpet installed on the flooring to protect unboxed furniture being transported. All vans are also cleaned on a daily basis.

If I pay with Cash will I still receive a receipt?

Yes, our driver will provide you with a receipt.

How can I pay?

You can pay by Cash or Card directly to our driver or Bank Transfer 2hrs in advance of your booking time.

Do my quotes include the congestion charge?

No, unfortunately there is no software available that recognises if you are moving within or through the congestion zone, which means £11.50 will be added to your online quote. If you do not want to pay the congestion charge, consider booking on a weekend or after 18.00 PM on a weekday. The congestion charge is not applied on national holidays.

Can I get additional insurance?

Yes, for higher insurance cover please contact us or your home insurance provider.

Are your drivers insured?

Yes, all drivers are insured to cover all the work they carry out.

What does 'Driver Assisting The Customer' actually mean?

It means the driver will help lift and carry your load from inside the property to the van, and then into your destination address.

On your hourly rate hire, should I include the journey and time that you take to come to me and return to your base?

No, we do not charge customers for the time it takes for the driver/service provider to come to your address or when they return to base. We only charge from the time they arrive at the service address to when they have finished unloading at the destination address.