Terms & Conditions
The contract between you and Dimond Movers Ltd for removals, packing, cleaning and related services. Please read carefully by submitting a quote request you confirm you have read and accept these Terms.
1. Who we are
These Terms & Conditions ("Terms") form a contract between you (the "Customer") and Dimond Movers Ltd, a private limited company registered in England & Wales (Company No. 13745285, VAT No. 397042477), registered office Guald Yard, Unit A, Old Reading Road, Crowmarsh Gifford, OX10 8BW, United Kingdom("we", "our", "us").
By submitting a quote request, instructing us to perform services, or accepting a written booking confirmation, you agree to these Terms. If you do not agree, you must not use our services.
2. Services we provide
We offer house and office removals, packing, piano moving, storage transfer, end of tenancy cleaning and associated specialist services within the United Kingdom. The exact scope of each engagement is set out in your written quote and booking confirmation. Anything not listed in the booking is excluded.
3. Quotes, pricing & VAT
Quotes are provided based on the information you supply (origin, destination, inventory, access, dates, photos/videos). They are valid for 14 days unless stated otherwise. Quotes are subject to revision if the actual move differs materially from what was described for example additional items, restricted access, parking restrictions, long carries, stair counts or postponements.
All prices are in GBP and inclusive of VAT at the prevailing rate unless explicitly stated. Any congestion, low emission, parking or ferry/toll charges incurred on your behalf are payable by you.
4. Booking and payment
A booking is confirmed once we receive your signed confirmation (electronic or paper) and any agreed deposit. We accept bank transfer and major debit/credit cards.
Payment Terms
Unless otherwise agreed in writing, full payment is due immediately upon completion of the services.
Where an alternative payment period has been agreed (for example 7, 14 or 30 days), the invoice due date will automatically reflect those agreed terms.
Any invoice remaining unpaid for more than 7 calendar days after its due date may be subject to statutory interest together with reasonable debt recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 (where applicable).
Dimond Movers Ltd reserves the right to suspend or refuse future bookings until any outstanding balance has been settled.
5. Cancellation and rescheduling
You may cancel or reschedule by contacting us in writing at info@dimondmovers.uk. Cancellation charges may apply to UK domestic moves:
- More than 7 days before the move: no cancellation fee.
- 3 to 7 days before: up to 25% of the booking value.
- Less than 72 hours before: up to 50% of the booking value.
- On the day: up to 100% of the booking value.
For international and European removals, the separate terms in section 5a below apply instead of the domestic scale above.
Consumers retain their statutory right under the Consumer Contracts Regulations 2013 to cancel a distance contract within 14 days, subject to the exception where services have been performed (in full or in part) with your express request before the end of the cancellation period.
5b. Cancellation, deposits and work already performed
Cancellation must be made in writing
Any request to cancel a booking, move or estimate must be made in writing, including by email, so that both parties hold a clear and dated record of the request.
A cancellation notified only by telephone is not treated as final until it has been confirmed in writing by you and acknowledged by us. We will normally confirm the cancellation, and the date and time it took effect, by email.
Work often begins before moving day
Work on your move usually begins well before the moving date itself. Depending on the service booked, this may include administration and file preparation, survey and quotation work, telephone and email communication, route planning, crew and vehicle scheduling, packing planning, document preparation and other operational preparation.
This preparatory work has a real cost to us even where no vehicle has yet left our yard.
What a deposit covers
A deposit secures your booking and the vehicle, crew and capacity reserved for it. A deposit is not only a date-holding payment: it also forms part of the total price for your move and may be applied towards reasonable work and costs already properly incurred before cancellation, subject to the applicable booking terms and to consumer-law requirements.
Cancelling a booking does not automatically mean that the whole deposit is refundable.
How refunds are decided
Each cancellation is reviewed individually. A refund may be full, partial or unavailable, depending on how close to the moving date the cancellation is made, the work already performed, costs that cannot be recovered, and the terms that applied to your booking.
Any cancellation charge takes account of costs we save because of the cancellation and of our ability to reallocate the capacity reserved for you. We will never retain more than the reasonable financial loss we actually suffer.
International and European moves
International and European removals commonly create additional costs before the move takes place. These may include customs and export/import documentation and coordination, ferry, Eurotunnel or other transport reservations, international route planning, storage bookings, partner or subcontractor commitments, permits and other third-party charges.
Where such third-party charges have already been properly incurred and cannot be recovered, they may be deducted from any refund to the extent legally and contractually permitted. The international clauses in this document apply in addition to the clauses in this section for international and European moves.
Records are retained after cancellation
Cancelling a move does not delete your customer record or the evidence relating to it. We retain the enquiry, estimate, booking, payment, correspondence and cancellation history for legitimate business, accounting, legal and audit purposes, in line with our Privacy Notice and retention policy.
Decisions are recorded and communicated
Every cancellation, and every refund decision connected to it, is recorded on your file and communicated to you in writing. Where a refund decision has not yet been made at the point of cancellation, we confirm that it is under review and write to you again once it has been decided.
Your statutory rights
Nothing in this section removes or limits your statutory rights as a consumer, including the right under the Consumer Contracts Regulations 2013 to cancel a distance contract within 14 days, subject to the exception where services have been performed, in full or in part, at your express request before the end of the cancellation period.
5a. International & European Removals – Booking, Cancellation and Rescheduling
The following terms apply in addition to our standard Terms & Conditions where your move is an international or European removal. Where they differ from the standard UK cancellation terms, the international terms below apply to international and European moves. Nothing in this section removes or limits your statutory rights as a consumer.
1. Advance planning of international moves
International and European removals require significant advance planning. Before your collection date we commit time and money to vehicle allocation, route planning, ferry and Eurotunnel bookings, customs arrangements, partner carriers and subcontractors, crew scheduling and, where necessary, crew accommodation.
Many of these arrangements are booked in advance with third parties and are wholly or partly non-recoverable once made.
2. Booking deposit
A deposit is required to secure the agreed collection date and the transport capacity reserved for your move. The deposit amount is stated in your quotation and booking confirmation and forms part of the total price for the move.
Where Dimond Movers Ltd has already incurred non-recoverable costs in connection with your booking — for example ferry or Eurotunnel bookings, customs arrangements, permits, subcontractors or partner carriers, crew accommodation or other transport-related costs — those costs may be deducted from any refund, to the extent permitted by law.
3. Cancellation (after any applicable statutory cancellation period has expired)
Cancellations must be notified to us in writing. The following charges may apply once any applicable statutory cancellation period has expired:
- More than 14 days before collection: you are responsible for the reasonable costs we have already incurred in arranging your move.
- Between 7 and 14 days before collection: the booking deposit may be retained, together with any additional non-recoverable costs already incurred.
- Less than 7 days before collection: a cancellation charge of up to 50% of the agreed removal price may apply.
- Less than 72 hours before collection: a cancellation charge of up to 75% of the agreed removal price may apply.
- On the day of collection, or after the vehicle and crew have been dispatched: up to 100% of the agreed price may be payable.
4. How cancellation charges are calculated
Any cancellation charge will take account of the costs we save as a result of the cancellation and our ability to reallocate the transport capacity reserved for you. We will never charge more than the reasonable financial loss we actually suffer as a result of the cancellation.
5. Changes of date and rescheduling
We will make reasonable efforts to accommodate a change of collection or delivery date. You are responsible for any additional costs caused by rescheduling, including replacement ferry or Eurotunnel bookings, crew accommodation, customs charges, partner carrier costs, additional mileage or similar costs.
Any new collection date is subject to vehicle and crew availability.
6. Shared load / part load services
On shared load or part load services, collection and delivery may be arranged within a date range rather than on a guaranteed date. Estimated delivery times are not guaranteed unless a dedicated transport service with a confirmed delivery date has been specifically agreed in writing.
Minor changes to the schedule caused by other collections and deliveries, customs procedures, ferry schedules, traffic or operational requirements do not constitute a cancellation of the service.
7. Customs and documentation
You are responsible for providing complete and accurate customs information and documentation for your shipment, within the timescales we request.
Delays caused by missing, incorrect or incomplete customer documentation may result in reasonable additional charges, such as storage, waiting time, customs fees, additional mileage or rescheduling costs.
8. Your statutory 14-day cancellation right
Nothing in these terms removes or limits your statutory rights. Where you contract with us at a distance or off-premises as a consumer, you have a statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you ask us to begin providing services or making arrangements during that statutory cancellation period, you may be responsible for a reasonable and proportionate amount for the services already provided and the costs properly incurred up to the point of cancellation, where permitted by law. Your statutory rights remain unaffected.
International terms version INTL-2026-09-04
6. Your responsibilities
You must:
- provide accurate inventory, addresses, access information, parking arrangements and contact details;
- ensure someone aged 18+ is present at the loading and unloading addresses;
- obtain any permits, lift bookings, or building management permissions required;
- declare any items of unusual value, fragility, hazard or restricted status (e.g. lithium batteries, flammables, firearms, controlled substances) we may refuse to move these;
- disconnect and drain appliances before collection unless we have quoted otherwise.
7. Insurance & liability
We carry Goods-in Transit and Public Liability insurance. In the event of damage caused by our negligence, our liability is limited to the lesser of (a) the repair or replacement cost of the affected item, or (b) the cover provided by our insurer for that item.
We will not be liable for: items packed by the customer where damage is not externally evident; perishables; cash, jewellery, watches, deeds, securities or original documents (please carry these personally); damage caused by inherent defect, infestation, weather or third-party delays.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be excluded.
Claims must be notified in writing within 7 days of completion and supported by photographs and receipts where available.
8. Subcontractors and partner network
From time to time we work with a vetted network of trusted partners via the MoveQuoteLocal.co.uk platform to deliver quotes, match schedules and fulfil specialist services. By submitting a quote request you acknowledge that your request and the data necessary to quote it may be processed through MoveQuoteLocal.co.uk and shared with the partner assigned to your job.
Where Dimond Movers Ltd is the contracting party, we remain accountable to you for the services delivered.
9. Complaints
Please raise any concern with us first at info@dimondmovers.uk. We aim to acknowledge complaints within 3 working days and resolve them within 30 days.
10. Governing law
These Terms are governed by the laws of England & Wales. The courts of England & Wales have non exclusive jurisdiction. Consumers resident in Scotland or Northern Ireland retain the right to bring proceedings in their local courts.