Privacy Policy
Removal and storage
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Terms of Service
FRANK REMOVALS – Terms & Conditions
Effective Date: 18/06/2025
Company No.: 16519581
Insurance: Simply Business CHBS5056274XB
Address: 128 City Road, London, EC1V 2NX
Email: Info@frankremovals.com
[FRANK REMOVALS] (“We”, “Us”, “Our”)
Customer (“You”, “Your”)
1. Introduction
1.1 These Terms & Conditions govern the contract between You and Us for the provision of removal and/or storage services.
1.2 “Removal Services” means the collection, transport, and delivery of Your goods as agreed.
1.3 “Storage Services” means the storage of Your goods in our facility (or that of our nominated agent) under these terms.
1.4 By booking with Us, You agree to these Terms & Conditions. Any variation must be agreed in writing by an authorised representative of Us.
1.5 We are a fully insured removals and storage company. We maintain insurance cover for our operations (you should check the level of cover and any limitations).
2. Quotation and Acceptance
2.1 Our written quotation is valid for [e.g. 28 days] from the date of issue unless otherwise stated.
2.2 The quotation is based on the details You provide (volume, access, floors, parking, date etc.).
2.3 If circumstances change (e.g. additional items, extra floors, restricted access), we reserve the right to adjust the price.
2.4 To confirm a booking, You must accept the quotation in writing (or by email) and pay any required deposit.
2.5 We will not charge a fee for changing the move date, provided reasonable notice is given and agreed by Us.
3. Provision of Services
3.1 On the agreed date, Our team will carry out the removal and/or storage services as agreed.
3.2 You must ensure goods are ready, accessible, and safe to handle (e.g. appliances emptied/defrosted, items dismantled if agreed, proper packaging, clear access).
3.3 If access or conditions differ from those disclosed (e.g. narrow roads, no lift, heavy items), additional charges may apply.
3.4 Additional services not included in the quotation (e.g. packing, specialist lifting) will be charged separately.
4. Goods Not to Be Submitted
4.1 Unless agreed in writing, You must not submit:
4.1.1 Hazardous, flammable, explosive, or perishable items (e.g. gas bottles, fuels, paints).
4.1.2 Valuables (e.g. jewellery, cash, documents, collectibles) unless separately agreed and insured.
4.1.3 Animals or living items (e.g. pets, plants).
4.2 If such items are submitted without agreement, we may refuse or dispose of them at Your cost.
5. Your Responsibilities
5.1 You agree to:
5.1.1 Provide an accurate inventory if requested.
5.1.2 Provide correct contact and forwarding details.
5.1.3 Pack loose or unstable items unless packing is included.
5.1.4 Ensure appliances are empty, clean, and dry.
5.1.5 Provide suitable access, parking, and remove obstructions.
5.2 We are not liable for loss or damage arising from failure to meet these responsibilities (unless due to our negligence).
6. Insurance & Liability
6.1 We carry insurance and will provide details upon request.
6.2 If You declare the value of goods and select standard liability, claims will be based on repair/replacement considering age and condition.
6.3 If no value is declared or reduced cover is chosen, liability may be limited as per quotation.
6.4 Claims must be submitted in writing within [e.g. 7 days] with evidence.
6.5 We are not liable for indirect or consequential losses unless required by law.
7. Payment Terms
7.1 Payment terms:
7.1.1 Deposit of [e.g. 20%] on booking.
7.1.2 Balance due before or on moving day (or before unloading).
7.1.3 Storage fees payable in advance (or as agreed).
7.2 Late payment:
7.2.1 We may withhold services.
7.2.2 Interest may be charged (e.g. 3% above Bank of England base rate).
7.2.3 Administration fees may apply.
7.3 You may not withhold payment unless agreed in writing.
8. Postponement or Cancellation
8.1 You may postpone with reasonable notice and agreement.
8.2 Less than 48 hours’ notice may result in a cancellation fee.
8.3 You must cover any reasonable costs already incurred.
9. Sub-contracting & Methods
9.1 We may sub-contract services; these terms still apply.
9.2 We determine route, transport method, and logistics unless agreed otherwise.
10. Storage Services
10.1 Goods may be stored at our or an agent’s facility.
10.2 Charges apply as agreed.
10.3 Charges may increase with at least [e.g. 30 days] notice.
10.4 Access is allowed with prior notice and conditions.
10.5 Liability ends upon release of goods back to You or Your agent.
11. Non-Payment, Lien & Disposal
11.1 We may retain goods until outstanding payments are made.
11.2 If overdue beyond [e.g. 30 days], we may require collection of goods.
11.3 If not collected, goods may be sold or disposed of at Your cost.
11.4 Any shortfall remains Your responsibility.
11.5 You indemnify Us for costs incurred.
11.6 Disposal may occur sooner for hazardous/perishable goods.
12. Termination
12.1 We will provide [e.g. one month] notice to terminate storage (if payments are up to date).
12.2 You must give [e.g. 14 working days] notice to terminate.
12.3 Goods must be removed and access items returned.
12.4 Uncollected goods may be disposed of at Your cost.
13. Inventory & Records
13.1 We will provide an inventory/receipt at collection.
13.2 Errors must be reported within [e.g. 10 days].
13.3 Otherwise, records are deemed accurate.
14. Forwarding Address
14.1 You must provide and update Your address.
14.2 Notices are deemed received within [e.g. 7 days].
14.3 You are liable for costs if we must locate You.
15. Limitation of Liability
15.1 Liability is limited as outlined in Clause 6 and the quotation.
15.2 We are not liable for force majeure events.
15.3 Nothing excludes liability for death, personal injury, or legal obligations.
16. Complaints & Dispute Resolution
16.1 Complaints should be submitted in writing.
16.2 We aim to resolve issues promptly.
16.3 We are members of the Which? Trusted Traders scheme.
16.4 Unresolved disputes may be referred to ADR.
16.5 Statutory rights remain unaffected.
17. Data Protection
17.1 We process personal data in accordance with data protection laws.
17.2 We may send service-related or marketing communications (opt-out available).
18. General
18.1 Governed by the laws of England & Wales.
18.2 Invalid provisions do not affect the remainder.
18.3 No waiver applies to future breaches.
18.4 This document forms the entire agreement.
Contact Information
FRANK REMOVALS
128 City Road, London, EC1V 2NX
Company No. 16519581
Insurance: Simply Business CHBS5056274XB
Email: Info@frankremovals.com
COMPLAINTS POLICY
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieved.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
Business Complaint Procedure
On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
