1. Definitions
In these Terms:
- "Dimond Movers", "we", "our", "us" means 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.
- "Customer", "you", "your" means the person or organisation named on the estimate or booking confirmation.
- "Estimate" means the written quotation we issue based on the information you provide.
- "Booking" means an estimate you have accepted in writing and for which any required deposit has been paid.
- "Goods" means the items to be moved, packed, stored or delivered by us on your behalf.
- "Services" means the removals, packing, storage, cleaning, disposal or international transport work described in your estimate.
- "Working day" means Monday to Friday excluding public holidays in England.
2. Estimates and quotations
Estimates are prepared using the addresses, inventory, access details, dates and any photos or videos you provide. Estimates are valid for 14 days from the date issued unless we state otherwise in writing. Prices are quoted in pounds sterling. VAT is charged at the prevailing UK rate; whether VAT is included or added to the quoted figure is shown clearly on your estimate.
If the actual work differs materially from the estimate — for example additional items, restricted access, long carries, parking restrictions, extra stops, waiting time or postponements — we may adjust the price and will communicate the revised charge before continuing wherever practicable.
3. Booking confirmation
An estimate becomes a Booking once you confirm in writing (email, online acceptance or signed confirmation) and, where required, pay the deposit. Your date, crew and vehicles are only guaranteed once we have issued a booking confirmation. Booking confirmations set out the agreed date, start window, addresses, scope of work, price basis and deposit received.
4. Hourly bookings
Hourly bookings are billed against a minimum charge (the "minimum booking") plus each additional hour or part-hour worked at the hourly rate stated in your estimate. Time starts when the crew arrives at the collection address and ends when the last item is unloaded and any agreed disposal, unpacking or reassembly is complete. Travel between addresses, congestion and traffic delays outside our control are chargeable working time.
5. Fixed-price bookings
A fixed price applies only to the scope of work set out in the estimate and to the addresses, access, inventory and date confirmed in writing. If any of those change, or additional services are requested on the day, the fixed price is adjusted accordingly at our standard hourly rates or a revised quote is issued before the change is undertaken wherever practicable.
6. Deposits
Where a deposit is required, it is payable to secure your date and reserve crew and vehicles. Your Booking is confirmed once we have received the deposit. Deposits are applied against your final invoice. Deposits are non-refundable if you cancel less than 7 days before the booked date, in line with clause 9 (Cancellation and rescheduling).
7. Payments
Unless agreed otherwise in writing, the balance is payable on completion of the move and no later than the day of unloading. We accept bank transfer and major debit and credit cards. All prices are in GBP. Late payments may incur interest and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable. We may withhold delivery of stored goods or documentation until all sums due are paid in full.
8. Parking, permits and third-party charges
You are responsible for arranging suitable parking, loading bays, lift bookings and any building or estate permissions at both addresses. Congestion charges, low-emission-zone charges, parking fees, permits, ferry and toll charges reasonably incurred on your behalf are recharged at cost.
9. Cancellation and rescheduling
You may cancel or reschedule by contacting us in writing at info@dimondmovers.uk. The following charges apply:
- More than 7 days before the booked date: no cancellation fee; deposit refundable.
- 3 to 7 days before: up to 25% of the booking value; deposit non-refundable.
- Less than 72 hours before: up to 50% of the booking value.
- On the booked day or non-attendance: up to 100% of the booking value.
Consumers retain their statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including the 14-day cancellation right for distance contracts. Where you have expressly asked us to begin services during the cancellation period you may be required to pay for services already performed.
10. Delays beyond our control
We use reasonable endeavours to arrive within the agreed window and to complete the work on time. We are not liable for delays caused by circumstances outside our reasonable control, including traffic, weather, road closures, third-party contractors, key handovers, completion delays, restricted access, or acts of any public authority. Where a delay is caused by us, we will keep you informed and do our best to minimise disruption.
11. Customer responsibilities
You warrant that you are the owner, or the authorised agent of the owner, of all Goods to be moved. You must:
- Provide accurate inventory, addresses, access information, parking arrangements and contact details.
- Ensure an adult aged 18 or over is present at both loading and unloading addresses.
- Obtain any permits, lift bookings or building-management permissions required.
- Disconnect, drain and prepare white goods, appliances, computers and audio-visual equipment unless we have quoted otherwise.
- Declare in advance any items of unusual value, fragility, hazard or restricted status.
- Carry personally, and not include in the load, cash, jewellery, watches, deeds, passports, securities, medication and other irreplaceable documents or valuables.
12. Packing services
Where we pack your Goods, we take reasonable care to protect them using suitable materials. Where you pack items yourself ("owner-packed"), we are not liable for damage to the contents unless the outer packaging shows evidence of mishandling by us. We may refuse to move any item that is inadequately packed, unsafe to lift or likely to damage other Goods or property.
13. Prohibited items
The following items must not be included in the load and, if identified, will not be moved:
- Flammable, explosive, corrosive or toxic substances (including paints, solvents, petrol, gas bottles and fireworks).
- Lithium batteries or devices containing them where prohibited by our carrier.
- Firearms, ammunition, weapons or any controlled substances.
- Live plants, perishable food or live animals.
- Anything illegal to possess, transport or store.
14. Access restrictions
You are responsible for advising us in advance of any access restrictions at either address, including narrow streets, weight or height limits, unadopted roads, gated communities, lift dimensions, stair carries, low ceilings, or the need for a shuttle vehicle. If, on arrival, access is materially different from what was described and this increases the time, labour or equipment required, we may adjust the price accordingly or, where safe working is not possible, decline to proceed and charge for time and mileage incurred.
15. Storage
Where we store your Goods on your behalf, storage is billed per period stated on your estimate or storage agreement. Storage fees are payable in advance. Goods are stored at your risk once accepted into storage, save for loss or damage caused by our negligence. We may sell uncollected Goods after giving reasonable written notice to your last-known address where storage charges remain unpaid for more than 90 days, in line with the Torts (Interference with Goods) Act 1977.
16. International removals
For moves outside the United Kingdom, additional terms apply. You are responsible for providing accurate customs declarations, ensuring Goods are permitted for import and export, and paying any duties, taxes, port charges, quarantine fees or agent's fees at destination. Transit times are estimates only and are subject to shipping schedules, customs and port authorities. Insurance for the international leg is arranged separately and will be quoted on request.
17. Damage and claims
Any claim for loss or damage must be notified to us in writing at info@dimondmovers.uk within 7 days of completion of the work, together with photographs and supporting evidence. We will acknowledge your claim within 3 working days and aim to resolve it within 30 days. Please retain damaged items and packaging until the claim is closed.
18. Liability
We carry Goods-in-Transit and Public Liability insurance. Subject to clause 17 (Damage and claims), our liability for loss or damage to your Goods caused by our negligence is limited to the lesser of (a) the reasonable repair or replacement cost of the affected item, or (b) the cover provided by our insurers for that item. Our total liability for any single move is capped at the value of the Services invoiced for that move, save where a higher limit is agreed in writing before the move.
We are not liable for: consequential or economic loss; loss of profit or opportunity; damage arising from inherent defects, natural wear, infestation, weather or third-party delays; damage to items packed by you where damage is not externally evident; damage caused by items you failed to declare under clause 11.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot lawfully be limited.
19. Privacy and GDPR
We process your personal data in line with the UK GDPR and Data Protection Act 2018 for the purposes of quoting, delivering and invoicing the Services you request, complying with legal obligations, and — where you have opted in — sending you service updates. We do not sell your data. Our full Privacy Notice explains what we collect, our lawful bases, retention periods, and your rights (including access, rectification, erasure, restriction, portability, objection and the right to lodge a complaint with the Information Commissioner's Office).
20. Force majeure
We are not in breach of these Terms, nor liable for any delay in performing or failure to perform, if the cause is beyond our reasonable control. This includes acts of God, severe weather, flood, fire, epidemic or pandemic, war, terrorism, civil unrest, industrial action, fuel shortage, cyber attack, failure of utilities or transport networks, and any act of government or public authority. Where such an event prevents the move we will offer to reschedule at the earliest reasonable date and any deposit will be applied to the rescheduled Booking.
21. 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. If we cannot resolve your complaint you may refer it to the appropriate regulator or an alternative dispute resolution scheme where relevant.
22. Governing law and jurisdiction
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.
23. Contact information
Dimond Movers Ltd
Guald Yard, Unit A, Old Reading Road, Crowmarsh Gifford, OX10 8BW, United Kingdom
Company No. 13745285 · VAT No. 397042477
Email: info@dimondmovers.uk · Phone: +44 1844 899 139
Website: www.dimondmovers.uk