Terms and Conditions of removal, relocation, storage and ancillary services supplied by Edinburgh Moving. Last updated 4 August 2026.
These Terms and Conditions (“Terms”) contain provisions which limit and exclude liability, allocate risk, impose time limits for notifying claims, and set out your responsibilities, including your packing responsibilities where you have not purchased a packing service. By accepting our Quotation or instructing us to proceed, you confirm that you have read, understood and agreed to these Terms.
Where a higher-value move requires increased contractual protection, Extended Liability Cover may be purchased for an additional fee. Any such cover is not insurance, is not regulated by the Financial Conduct Authority, and is a contractual allocation of responsibility for loss or damage while Goods are in our possession, subject always to these Terms.
Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other legislation, where those rights cannot lawfully be excluded or limited.
1.1 In these Terms, unless the context otherwise requires:
(a) “Agreement” means the contract between the Customer and the Company for the provision of the Services, incorporating these Terms, the accepted Quotation, any Inventory List, any waiver or risk-acceptance form executed under clause 8A, and any written variation expressly agreed by the Company under clause 1.6.
(b) “Customer”, “you”, “your” means the person or legal entity booking the Services, whether acting on its own behalf or as agent for another.
(c) “Company”, “we”, “us”, “our” means Edinburgh Moving.
(d) “Goods” means all items submitted for removal, relocation, transport or storage, including the entire contents of any box, carton, crate or container.
(e) “Services” means removal, relocation, packing, export preparation, transport by road, sea or air, handling, loading, unloading, storage, redelivery and any ancillary services supplied by us.
(f) “Inventory List” means any list, schedule, declaration, photograph, video, electronic record or other description of the Goods or space requirement relied upon for pricing and planning.
(g) “Quotation” means our written quotation or estimate, including by email, SMS, WhatsApp or other electronic communication.
(h) “Working Day” means Monday to Friday excluding bank and public holidays in Scotland.
(i) “Date of Entry” means the date on which you are contractually entitled to take or give possession of a property, and “Settlement” shall be construed accordingly.
(j) “VAT” means value added tax at the prevailing rate where chargeable.
1.2 Headings are for convenience only and do not affect interpretation.
1.3 Writing includes electronic communications capable of being stored and reproduced.
1.4 Words following “including”, “for example” or similar expressions are illustrative only.
1.5 These Terms prevail over any inconsistent Quotation unless expressly varied in writing.
1.6 No variation is effective unless agreed in writing by an authorised representative of the Company.
1.7 The Agreement becomes binding upon acceptance, payment, instruction to proceed, or commencement of the Services.
2.1 Pricing basis. All prices are calculated using the information available at the time of Quotation, including the Inventory List or declared volume, weight or space; the moving dates, timeframes and constraints; distance, routing and restrictions; accessibility, meaning floors, stairs, lifts, stair turns, narrow hallways and doorways, and the proximity of lawful parking or loading; demand and seasonality; staffing and vehicle requirements; fuel, tolls, ferries, Low Emission Zone charges, permits and operating costs; and whether packing, dismantling, materials, specialist handling or storage is required.
2.2 Reliance on the Inventory List. You acknowledge that the Quotation and our resource planning depend materially on the Inventory List and the space requirement you provide. If the Goods, volume, weight, services or site conditions differ from those priced, additional charges shall apply, we may require payment immediately under clause 8, and we may exercise our rights under clause 2.4.
2.3 Exclusions unless stated. Unless the Quotation expressly includes them, our charges exclude customs duties; port and terminal charges; demurrage and detention; inspections; governmental taxes and fees; special permits; crane, hoist or rigging services; third-party specialists; and any other cost payable to a third party. Our charges also exclude handling and redelivery fees where Goods are placed into storage, including emergency storage, and subsequently require re-loading and redelivery.
2.4 Right to revise or refuse additional Goods. If we reasonably determine that the scope, volume, weight, access, timing or any other material assumption differs from that relied upon, we may revise charges; allocate additional labour, vehicle or container capacity subject to availability; require immediate payment of the revised sums before continuing; or refuse to load, transport or deliver any additional or out-of-scope Goods until revised charges are agreed and paid.
2.5 VAT. Unless expressly stated otherwise, all sums are exclusive of VAT. Where VAT is chargeable you shall pay it in addition.
2.6 Validity. Where a booking is made thirty days or more before the moving date, quotations are valid for fourteen days from issue. Where a booking is made within thirty days of the moving date, pricing may change and may include a short-notice surcharge. If work does not commence within the validity period we may re-quote.
2.7 Additional charges. Additional charges apply, without limitation, where additional items, boxes, bags, furniture or rooms appear; additional vehicle or container space is required; you request additional services such as packing, materials, dismantling, reassembly, specialist handling, waiting, storage or redelivery; access materially differs from that advised; entrances, exits, stairs, lifts, doorways or the approach are inadequate, unsafe or materially more difficult than advised; the walking distance exceeds that set out in clause 6; collections or deliveries fall outside normal hours, at a weekend or on a bank holiday and were not included; delays outside our reasonable control extend the time or resources required; we must pay parking fees, bay suspensions, permits, tolls or bridge or ferry charges; Low Emission Zone or similar charges apply; Goods require handling into or out of storage and redelivery; or the job otherwise differs from the agreed scope relied upon for pricing.
2.8 You agree to pay all reasonable charges arising under this clause 2.
3.1 Unless agreed by us in writing, we will not dismantle or reassemble furniture of any kind; disconnect, reconnect, dismantle or reassemble appliances, fixtures, fittings, gas, plumbing or electrical items; take up or lay fitted floor coverings; move items to or from a loft unless it is properly lit and floored and safe access is provided; dismantle or assemble garden structures or equipment such as sheds, greenhouses, shelters, play equipment or satellite dishes; move paving slabs, heavy planters or similar; or move or store any Goods excluded under clause 5.
3.2 Our staff are not authorised or qualified to carry out specialist trades. You must appoint a properly qualified person to undertake such work.
3.3 Self-loading service. Where you select a self-loading or driver-only service, our responsibility is limited to providing the agreed vehicle and driver. You are solely responsible for loading the Goods, securing them within the vehicle, unloading them, and ensuring that all Goods are suitable for transportation. Our driver shall not be responsible for packing, loading, securing or unloading the Goods.
3.4 Waiting time on a self-loading service. For self-loading services you shall advise us before booking how long loading and unloading are expected to take. Loading and unloading undertaken by you shall be treated as waiting time. Where the actual time exceeds the agreed allowance, additional waiting time charges apply at our prevailing hourly rate. We may amend the Quotation where the estimated loading or unloading time proves materially inaccurate.
4.1 You shall provide complete and accurate addresses, contact details and access and parking notes; provide and maintain a correct telephone number and email address; be present or represented throughout collection, loading, delivery and unloading; arrange and pay for lawful and suitable parking and loading arrangements, including bay suspensions and permits; ensure that entrances, stairs, corridors and working areas are clear, safe and suitable; ensure that nothing intended to be removed is left behind and nothing is taken away in error; sign inventories, receipts, waybills, job sheets and other relevant documents as confirmation; protect Goods left in unoccupied premises and warn us of any risk or constraint; prepare and stabilise appliances and electronics prior to removal; empty, properly defrost and clean refrigerators and freezers, the contents of which are moved at your risk unless otherwise agreed; ensure that appliances such as washing machines, dishwashers, hoses and lawnmowers are clean, dry and free of residual fluids; obtain at your own expense all documents, permits, permissions, licences and customs documentation required for an international move; and advise us in writing of the total value of the Goods before commencement where you require liability above the default limits in clause 11.
4.1A Packed box disclosure. Where you are packing, personally or through a third party, and we are not providing a full packing service, you must confirm to us the final total number of boxes and bags once packing is substantially complete, together with box sizes and a reasonable estimate of weight category where possible. You acknowledge that the weight and composition of packed boxes materially affects labour, handling time, equipment and safe manual handling.
4.1B Estimated quantities. Where a Quotation is issued before packing is complete, you accept that box and bag counts may be estimated. If the number of packed boxes or bags, the overall packed volume or the packed weight exceeds the estimate relied upon, we may revise charges, allocate additional capacity or labour subject to availability, or refuse to load additional items until revised charges are agreed and paid. Additional charges are payable under clause 8 and may be required on the day.
4.1C Furniture must be empty. Unless expressly agreed in writing, all furniture must be fully emptied before our arrival, including drawers, wardrobes, cabinets, chests, sideboards and any storage furniture. No drawers or furniture may contain items during handling. Where furniture is not emptied we may refuse to move it until it is, and may charge additional time, labour and waiting time.
4.1D Key uncertainty and delay. Scottish moves commonly depend on keys being released at settlement, which frequently occurs around the middle of the day rather than first thing. Where there is any uncertainty that keys will be available at collection or destination, including a delayed settlement, solicitor, agent or landlord delays, or chain-related delays, you must inform us as early as possible. All costs arising from key or access uncertainty or delay, including holding the crew, waiting time, rescheduling, aborted attendance, additional vehicle and staff time, emergency storage, handling and redelivery, shall be your responsibility unless arising solely from our negligence.
4.1E Safe packing. You shall ensure that any boxes, cartons, suitcases, bags or containers packed by you or a third party are packed consistently with safe manual handling. You acknowledge that boxes containing dense items such as books, paper, records, gym weights, tiles, tools and liquids may present a material risk of injury and damage where packed excessively.
4.1F Weight limits and marking. Unless we expressly agree otherwise in writing, no single packed box or carton shall exceed 20kg, and any box or carton reasonably expected to exceed 15kg shall be clearly marked “HEAVY” on at least two sides. These limits are material terms intended to protect health and safety and the safe performance of the Services.
4.1G Right to refuse, repack or charge. Where we reasonably believe that a packed item exceeds safe manual handling limits or creates an unsafe working condition, we may refuse to lift or move it until it is unpacked, redistributed or repacked to a safe weight; offer repacking as a chargeable additional service; or require additional labour or equipment, with additional charges payable immediately under clause 8. Any delay and associated cost arising shall be your responsibility.
4.1H Warranty and indemnity. You warrant compliance with clauses 4.1E and 4.1F and shall indemnify us against any loss, injury, claim, damage or cost arising from non-compliance, save to the extent caused by our negligence.
4.2 Move-only responsibility. Where packing services are not purchased, you are responsible for ensuring that all items are suitably packed into proper boxes or wrapped with sufficient protective materials before our arrival. If items are not safely packed we may refuse to move them; offer packing as a chargeable additional service; or move them at your request, in which case our liability shall be limited or excluded to the fullest extent permitted by law for damage arising from inadequate packing or under any waiver signed under clause 8A.
4.3 Safety, welfare and conduct.
4.3.1 You shall ensure that the working environment is safe, lawful and suitable for the Services, and free from hazards including biohazards such as bodily fluids, needles or drug paraphernalia, infestation, aggressive animals, structural instability, unsafe electrical conditions, exposed sharp materials, violence, threats, harassment, or any other condition presenting a material risk to health and safety.
4.3.2 We operate a zero-tolerance approach to abusive, threatening, discriminatory or aggressive behaviour towards our personnel or subcontractors. If, in our reasonable opinion, any person at the premises behaves in a verbally abusive, threatening or unsafe manner, or the environment is unsafe, we may immediately suspend performance and withdraw our personnel without liability.
4.3.3 Where we exercise our rights under clause 4.3.2, attendance shall be treated as aborted for charging purposes. You remain liable for all charges incurred to that point, including attendance, time reserved, waiting time, and any storage, handling and redelivery costs.
4.3.4 We may require hazards to be remedied or written assurances to be provided before recommencing. Any rescheduled attendance is subject to availability and may incur additional charges.
4.4 Failure to fulfil your responsibilities may cause delay, storage, redelivery and additional charges, and may reduce or exclude our liability under these Terms or under any waiver executed under clause 8A.
4.5 Information and disclosure. You shall provide complete, accurate and up-to-date information before accepting the Quotation, including the quantity and description of all Goods; any unusually large, heavy, valuable or fragile items; items requiring dismantling and reassembly; specialist furniture; access restrictions; floor levels; lift availability and dimensions; parking restrictions; walking distances; narrow hallways or doorways; disabled access requirements; and any other circumstance likely to affect performance of the Services. Where the information provided is incomplete or inaccurate, we may revise the Quotation, apply additional charges, allocate additional resources, delay the Services, or refuse to transport additional Goods until revised charges have been accepted.
4.6 Additional Goods on the day. The Quotation is based solely on the inventory and information provided before the booking is confirmed. Where additional Goods are presented on the moving day which were not disclosed during the quotation process, we may revise the Quotation, charge additional fees, allocate additional staff or vehicles subject to availability, postpone completion of the move, or refuse to transport the additional Goods until revised charges have been accepted.
4.7 Communication. You agree to maintain reasonable communication with us throughout the booking and moving process, and authorise us to contact you by telephone, mobile, SMS, WhatsApp, email or other reasonable means. You agree to respond promptly where communication is necessary to perform the Services. We are not responsible for delays arising from your failure to answer calls or respond within a reasonable time.
5.1 Unless previously agreed in writing by an authorised representative, the following must not be submitted and will not be moved or stored by us:
5.1.1 Potentially dangerous, damaging or explosive items, including gas bottles, aerosols, paints, firearms, fuels, oils and ammunition.
5.1.2 Jewellery, watches, precious stones or metals, money, deeds, securities, mobile telephones, portable media or computing devices, stamps, coins, or similar collections.
5.1.3 Goods likely to encourage vermin or cause infestation or contamination.
5.1.4 Goods which in our opinion are hazardous to health, dirty, unhygienic or likely to attract pests, which we may refuse without liability.
5.1.5 Perishable items and items requiring a controlled environment.
5.1.6 Animals, birds, fish, reptiles and plants.
5.1.7 Goods requiring a special licence or government permission for export or import.
5.1.8 Prohibited or stolen goods, drugs and pornographic material will not under any circumstances be moved or stored by us.
5.2 If we agree to remove such Goods, we accept no liability except to the extent that loss or damage is caused by our negligence, and then only subject to these Terms and any applicable contractual cap.
5.3 If such Goods are submitted without our knowledge, we may make them available for your collection. If you fail to collect them within a reasonable time we may apply for a court order or dispose of them as appropriate. You shall indemnify us for all charges, expenses, damages, legal costs and penalties incurred.
6.1 Walking distance. The Quotation includes a maximum walking distance of ten metres between our vehicle and the nearest accessible entrance to the property. Walking distance includes both the external distance between the vehicle and the entrance and the internal distance between the entrance and the point from which the Goods are collected or delivered. Where the walking distance exceeds ten metres, an additional charge of ten per cent of the agreed moving price may apply for every additional ten metres or part thereof. You must notify us before the moving date if the walking distance differs from that originally declared.
6.2 Waiting time. Where keys are not available, access is delayed or refused, lifts are unavailable or not booked, or the premises cannot be accessed or worked within safely, waiting time shall be charged at £90 per hour, pro rata, from arrival until the delay is resolved or we reasonably decide it cannot be resolved within the allocated time.
6.2.1 Key-related delays. Key-related delays, including late settlement, solicitor, agent or landlord delays and chain issues, are treated as customer-side access delays unless directly caused by our negligence.
6.3 No keys and emergency storage. If we are unable to deliver because of a lack of keys or access, or circumstances beyond our reasonable control, we may place the Goods into storage. Emergency storage charges apply together with handling and redelivery costs. The Services shall be treated as completed for the purposes of the original Agreement, and storage and redelivery shall be chargeable as additional services.
6.4 If you are not contactable and access cannot reasonably be gained, we may cease delivery, store the Goods, and charge waiting time, storage and redelivery.
6.5 Parking penalties and enforcement. Where you fail to arrange lawful parking, a bay suspension or permits as required under clause 4.1, and as a result we or our personnel incur any parking charge notice, penalty charge notice, fixed penalty notice, enforcement fee, towing fee, clamping fee or similar charge, whether issued to us, a driver, a vehicle owner or a leasing company, you shall be liable for such sums in full and shall reimburse us immediately on demand, together with our reasonable administrative costs. This applies whether the penalty is issued during loading, unloading, waiting time or any other period of attendance.
6.6 Additional access charges. Additional charges may apply where access conditions differ from those disclosed before the Quotation was issued, including additional flights of stairs; lifts that are unavailable or out of service; furniture which cannot safely fit inside a lift; restricted lift booking times; long internal corridors; narrow entrances; restricted parking; a requirement for specialist lifting equipment; additional manual handling; or any other circumstance increasing the time, labour or equipment required.
7.1 We are entitled to determine the method, route, sequence, timing including staging, means of transport and manner in which the Services are performed, and the location and conditions of any storage facility, provided we act reasonably.
7.2 Unless specifically agreed otherwise, we may use available space on vehicles or in containers for consignments belonging to other customers, and may tranship or transfer Goods in transit.
7.3 You authorise us and any subcontractor to take operational decisions reasonably required for safety, compliance, welfare, driving hours, route restrictions, port and terminal rules, customs processes and loss prevention.
8.1 Due date. Unless otherwise agreed in writing, payment is required in full by cleared funds 48 hours before commencement.
8.2 Settlement on the day. Where payment has not been received before arrival, the latest time payment can be settled is within ten minutes of our crew arriving. If payment is not made within that period we may refuse to commence or continue, and may charge for attendance, time reserved and wasted costs.
8.3 Additional charges. Additional items, space, time or services, including waiting time at £90 per hour, materials, emergency storage, handling into or out of storage, redelivery, permits, tolls and regulatory charges, are payable immediately when incurred or on demand.
8.4 No redelivery without payment. No Goods shall be redelivered or released from storage until payment has been made in full in cleared funds.
8.5 Last-minute bookings. Last-minute bookings may be subject to increased charges and are not secured until confirmed in writing and any required payment is received.
8.6 Interest and recovery. We may charge interest on overdue sums on a daily basis at four per cent per annum above the Bank of England base rate, accruing from the due date until payment in full, together with reasonable recovery costs.
8.7 No set-off. All sums due to us shall be paid in full without set-off, counterclaim, deduction or withholding of any kind. Any dispute shall be pursued separately under clause 22, without prejudice to any non-excludable statutory rights where you contract as a consumer.
8.8 Deposits. Any deposit paid is a commitment fee securing the booking date and reserving vehicles, staff and capacity. It is non-refundable except where the Agreement is cancelled by us without cause. The deposit is separate from and in addition to any cancellation or postponement charge payable under clause 30.
8A.1 Waiver forms. You acknowledge that our crews carry waiver, disclaimer and risk acceptance forms (“Waivers”), and are authorised to require a Waiver to be signed as a condition of moving specific Goods or proceeding with the Services where increased risk exists.
8A.2 When a Waiver may be required. A Waiver may be required where, in our reasonable opinion, items are not packed correctly, are inadequately protected or are packed in unsuitable containers; boxes are overweight, unstable, leaking or unsafe; items are to be moved from drawers, wardrobes or cabinets that have not been emptied contrary to clause 4.1C; there is tight access, a restricted staircase, a narrow corridor or doorway, an awkward turn, insufficient clearance or any condition materially increasing the risk of damage or injury; keys or access are not available on time; you instruct us to move items against our reasonable advice after we have warned you of the risk; items are inherently fragile, already damaged, unstable or unusually complex; you request handling without recommended protective measures such as crating, specialist packing or disassembly; or you instruct us to pull, force, twist, tilt, rotate or otherwise manoeuvre an item through restricted access after being advised of a material risk of damage.
8A.3 Effect of a Waiver. Where you or your authorised representative signs a Waiver, the relevant items are moved strictly at your sole risk; to the fullest extent permitted by law we shall have no liability for any loss, damage, defect, diminution in value, delay, cost or expense arising from the matters covered by the Waiver; and you waive and release any claim against us arising from those matters.
8A.4 Refusal to sign. If a Waiver is reasonably requested and you refuse to sign it, we may refuse to move the relevant items or to proceed with the relevant part of the Services. Any resulting delay, aborted attendance, rescheduling, storage, handling and redelivery costs shall be payable by you.
8A.5 Authority to sign. You warrant that any person signing on your behalf has full authority to do so and that the Waiver binds you.
8A.6 Restricted access. Where we reasonably believe an item cannot be safely moved because of restricted access, including narrow doorways, tight hallways, staircases, landings, lifts, low ceilings, sharp corners, confined spaces, balconies or windows, we may advise you of the increased risk of damage to the Goods or the property. Where you instruct us to proceed despite that advice, the item is moved entirely at your own risk, such damage shall not be covered under any level of Protection Cover, and we shall not be responsible for cosmetic or structural damage resulting from pulling, pushing, twisting, tilting, rotating or manoeuvring the item through restricted access. We may refuse to proceed where, in our reasonable opinion, the risk of damage or injury remains unacceptable even if a Waiver has been signed.
8A.7 Non-excludable liabilities. Nothing in this clause excludes or limits liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability which cannot lawfully be excluded.
9.1 Application. This clause applies to all business, commercial, office, warehouse, retail, educational, public-sector and organisational relocations carried out by us. The business, organisation, public body, partnership, sole trader or other person purchasing the Services is referred to as the “Client”. A formal signed document is not required to establish a binding agreement; once the Client authorises us to proceed, the Client is bound by these Terms. This clause applies in addition to the remainder of these Terms and, where it conflicts with them, this clause takes priority in relation to commercial and office relocation services.
9.2 Cancellation charges. Where the Client cancels all or part of the agreed Services, the following charges apply to the total quoted price: more than ten Working Days’ notice, 50 per cent; five to ten Working Days’ notice, 60 per cent; two to four Working Days’ notice, 90 per cent; less than 48 hours’ notice, 100 per cent; on the scheduled moving day or after work has started, 100 per cent together with all additional project-management, operational, administrative and third-party costs incurred. Cancellation charges reflect the reservation of vehicles, labour, equipment, management time, project planning, lost booking opportunities, materials, subcontractors and third-party commitments. All non-refundable expenses, purchased materials, equipment hire, specialist services, permits, storage bookings and subcontractor charges remain payable in addition to the cancellation charge. Notice of cancellation may be given by any verifiable means, including telephone, WhatsApp, SMS or email, and is effective from the time it is received and acknowledged by us.
9.3 Scale and scope of changes. The scale of a change means the increase or alteration to the volume of Goods, number of items, number of employees, number of vehicles, labour hours, carrying distance, working duration, number of locations, access requirements or physical resources required. The scope of a change means the type, complexity and operational effect of the change, including additional packing, dismantling, reassembly, disposal, storage, redelivery, project phasing, floor-plan changes, destination changes, urgent reorganisation, additional site or risk management, or coordination with third parties. We will determine the applicable category using the instructions received, site conditions, job sheets, photographs, messages, time records and vehicle records. Where more than one category applies, the highest applicable category determines the charge.
9.4 On-the-day surcharges. The Client should anticipate significant additional charges and premium surcharges for requests made on the scheduled moving day. These rates are substantially higher than standard pre-planned rates because of the immediate reallocation of resources required.
9.5 Finance approval. The Client must obtain all internal budget, purchase-order and finance approvals before instructing us to proceed with additional work. Where further approval is required, the Client must instruct us to stop work immediately while the matter is reviewed, and all standing time, vehicle time, labour time, storage, management time and third-party costs incurred during the stoppage are chargeable. Where the Client instructs us to continue, or permits the crew to continue, the Client accepts full responsibility for all resulting charges. The Client has no right to withhold payment because an internal purchase order or approval process was not completed before the additional work was authorised.
9.6 Date, time and programme changes. Every moving date, collection time, delivery time, project phase and working schedule stated in the Quotation is based on the information provided when it was issued. Where the Client changes a date, time, phase, access arrangement, location or programme, a date-change and administration fee applies at our prevailing commercial rate; the cancellation charges in clause 9.2 apply according to the notice given; all non-refundable third-party costs remain payable; we will issue a revised Quotation at the rates applying on the revised date; the original crew, vehicles, equipment, subcontractors and time slots are not guaranteed; and weekend, evening, overnight, bank-holiday and urgent working rates apply where relevant.
9.7 Authorised representative. Before work starts the Client must appoint an authorised representative who will remain available to give instructions and approve decisions throughout the project, and must provide that person’s name, level of authority, telephone number and email address. Instructions given by the Client’s director, manager, office manager, facilities manager, project manager, site manager or nominated site representative will be treated as authorised instructions unless we receive written notice to the contrary before the instruction is given. Approval is valid when given by email, WhatsApp or SMS, recorded telephone call, signed job sheet or purchase order, project-management platform, or verbal instruction to our crew leader on site. The Client remains responsible for every instruction given by its authorised representative.
9.8 Authority to proceed. Where the Client or its authorised representative instructs or approves us to proceed, continue or change the work, we will carry out that work and invoice accordingly. This includes instructions to continue beyond the agreed hours; supply additional staff or vehicles; carry out extra packing, unpacking, dismantling or reassembly; move items not in the original inventory; wait for access, keys, lifts, loading bays or contractors; change the collection or delivery sequence or add locations; arrange storage, redelivery or additional materials; carry out disposal or clearance work or use specialist equipment; engage subcontractors; or complete any other work outside the original Quotation. Once additional work has been approved and started, the Client must pay all resulting charges whether or not a separate written quotation was issued first.
9.9 Delays in commercial environments. The Client acknowledges that commercial and office relocations involve landlords, building managers, IT contractors, fit-out teams, cleaners, security staff, lift operators and other third parties. We are not responsible for delays caused by circumstances outside our direct control, and all time spent waiting or carrying out additional work because of them is chargeable.
9.10 Urgent instructions. We will accept or reject each urgent or last-minute change based on available labour, vehicles, equipment, safety requirements and operational capacity, and no such change forms part of the agreed Services until we accept it. Once accepted, the Client must pay all associated charges, which may include additional labour and vehicle charges, overtime or premium rates, additional project and risk management charges, waiting time and administrative charges, additional materials or disposal costs, and subcontractor, travel or storage charges. Where immediate action is required to protect people, property, equipment, the Client’s Goods, site safety or project continuity, we will take the necessary action and notify the Client once the immediate risk is controlled, and the Client shall pay all reasonable costs arising.
9.11 Client responsibilities. The Client must meet all pre-move responsibilities, including providing an accurate inventory, securing parking permits, clearing access routes and backing up data. Every additional cost arising from a failure to meet these responsibilities will be charged to the Client.
9.12 IT equipment, data and confidential materials. The Client must safely disconnect, back up and secure all IT systems and confidential data before our arrival. We are not responsible for lost or corrupted data unless the loss results directly from our failure to exercise reasonable care and skill.
9.13 Third-party costs. The Client must pay all authorised and reasonably necessary third-party costs connected with the project, including permits, tolls, storage, specialist hire and disposal fees. Third-party costs already committed or incurred remain payable if the move is cancelled, postponed, delayed, reduced or changed.
9.14 Working hours and overtime. All work outside the stated hours will be charged at our enhanced commercial rate. Where work exceeds the agreed timeline because of delays outside our control or changes in scope, additional time will be billed at the prevailing commercial rate.
9.15 Invoicing and payment. We will invoice in accordance with the actual scale and scope of the work carried out, the purchase order or the commercial agreement, including additional charges, premium surcharges and on-the-day variations. Approved additional services, waiting time, overtime, project and risk management, materials, storage and third-party costs will be included in the final invoice or invoiced separately. The Client must pay every undisputed invoice amount by the due date, and a dispute relating to one item does not entitle the Client to withhold the remaining balance. We may charge statutory interest, fixed compensation and reasonable debt-recovery costs on overdue business invoices, and may suspend further work, delivery, redelivery or release from storage until all overdue amounts are paid in cleared funds.
9.16 Business interruption. We are not responsible for indirect or consequential business losses, including loss of profit, revenue or data, or business interruption, unless expressly agreed in a separate written agreement.
9.17 Acceptance. The Client accepts these terms by approving or signing the Quotation, issuing a purchase order, paying a deposit, booking fee or invoice, confirming the booking in writing including by email, WhatsApp or SMS, instructing us to reserve resources or begin or continue work, or allowing us to commence the Services on site. The person accepting the Quotation confirms that they hold authority to bind the Client.
10.1 Any arrival or delivery time provided is an estimate only. Time is not of the essence unless expressly agreed in writing by an authorised representative.
10.2 If delays occur and a time slot is missed, no refund is available, without prejudice to any non-excludable statutory rights.
10.3 For moves above 150 miles, delivery may be next day. For moves above 300 miles, delivery may take up to two days. Operational staging may be used for safety and compliance, including driving hours, welfare and road conditions.
10.4 We are not liable for delays caused by events outside our reasonable control, including traffic congestion, road closures, diversions, road traffic accidents, police incidents, severe weather, storms, flooding, snow or ice, vehicle or bridge restrictions, ferry delays, customs inspections, government restrictions, breakdowns not caused by our negligence, or any other unforeseen operational event.
10.5 You acknowledge that estimated arrival and delivery times may change for such reasons, and we shall not be liable for complaints, compensation or refunds solely because an estimated time changes due to events beyond our reasonable control.
11.1 Declaration of value and default liability. If you require liability above the default limits in this clause, you must advise us in writing of the total value of the Goods before commencement and purchase Extended Liability Cover under clause 11.3. Subject to clauses 11.6 and 16, and to the extent permitted by law, where loss of or physical damage to the Goods occurs while they are in our care, custody or control and is caused by our negligence or breach of contract, our liability is limited as set out below. Unless you purchase Extended Liability Cover, our maximum liability shall not exceed £25 per box or £50 per item, and in all cases shall not exceed £1,000 for the full move, or such other amounts as are expressly stated in the accepted Quotation. For these purposes a “box” means a sealed carton, container or package prepared for transport, whether packed by you, by us or by a third party, and an “item” means a single article, object or piece of furniture not contained within a box.
11.2 Valuation and proof of loss. Where liability applies, it is limited to the reasonable cost of repair or the current depreciated replacement value of the Goods, taking into account age, condition and market availability, whichever is lower. You shall provide reasonable evidence of ownership, age, condition and value of any item claimed for, failing which we may decline or limit the claim. No liability is accepted for sentimental or special value.
11.3 Extended Liability Cover. Extended Liability Cover may be purchased for an additional fee. It is a contractual allocation of risk only, is not insurance, and is not regulated by the Financial Conduct Authority. There is no fixed upper limit set by us for the value for which such cover may be arranged, but any cover is subject to our written acceptance, applicable pricing, operational limits and, where relevant, third-party terms. For high-value, fine art, antique or specialist moves we may arrange specialist cover through third parties, subject to their terms. You must provide full and accurate declared values before commencement. Cover is calculated on the declared value and the rate advised. Unless agreed otherwise, Extended Liability Cover increases our maximum liability only to the agreed amount; does not apply to excluded Goods or excluded causes; and does not apply to items packed by you unless damaged by external physical impact caused by our negligence. Under-declaration of value reduces liability proportionately.
11.4 Exclusions and deductible. There is no liability for excluded Goods, pre-existing damage, data loss or excluded causes under clause 16. A £100 deductible per claim applies unless agreed otherwise.
11.5 Notification and mitigation. Claims must be notified under clause 12. You must mitigate loss and must not repair or dispose of items without our consent.
11.6 Standard Protection Cover and your packing. Where you have selected Standard Protection Cover and have not purchased our packing service, you are responsible for ensuring that all Goods are correctly packed before collection. Protection Cover applies only where Goods have been packed using suitable materials and accepted packing methods. We may refuse Protection Cover where, in our reasonable opinion, Goods have not been adequately packed for transportation. Where we identify inadequately packed Goods before loading, we may refuse to transport them, ask you to repack them, offer professional packing at additional cost, or transport them only after you accept the associated risks in writing.
11.7 Fragile items. Fragile items require additional protection, and include televisions, computer monitors, laptops, mirrors, glass tables and shelves, picture frames, artwork, paintings, photographs, ceramics, china, porcelain, glassware, plates, bowls, cups, vases, ornaments, clocks, lamps, marble and stone decorative items, musical instruments and any similar delicate item. You must ensure that fragile items are packed using suitable protective materials, which may include strong double-walled cartons, bubble wrap, packing paper, foam sheets, foam corner protectors, moving blankets, air cushions and heavy-duty tape. Each fragile item should be individually wrapped before being placed in a box, and all empty space within the box should be filled with cushioning to prevent movement. Boxes containing fragile items must be securely sealed, not overloaded, within safe lifting weights, and clearly labelled “FRAGILE” on at least two sides and the top.
11.8 Televisions. Unless professionally packed by us, televisions must be disconnected before collection; packed in the original manufacturer’s packaging where available, or otherwise in a purpose-built television transit carton or heavy-duty double-walled box; protected with foam corner protectors; wrapped in bubble wrap or padded blankets; secured to prevent movement inside the box; clearly labelled “FRAGILE – TELEVISION”; and transported upright wherever reasonably practicable. Where suitable packaging has not been used, Protection Cover shall not apply.
11.9 Furniture requiring dismantling and reassembly. Furniture shall only be dismantled or reassembled where that service is expressly included in the Quotation. Although we will exercise reasonable care, we accept no liability for damage arising from previous assembly or dismantling, age-related deterioration, weakened joints, loose fittings, stripped screws, structural weakness, movement after reassembly, inherent manufacturing defects, or the normal limitations of flat-pack furniture. This includes chipboard, MDF, particleboard, veneer and ready-to-assemble furniture. You acknowledge that such furniture is not designed to withstand repeated dismantling and reassembly and may weaken despite reasonable care.
11.10 Pre-existing damage. Protection Cover does not apply to scratches, dents, chips, cracks, stains, structural weakness, repairs, deterioration, faded finishes, missing parts or any other damage existing before collection. We may inspect and photograph Goods before transportation to record their condition.
11.11 Customer-packed Goods. Where Goods have been packed by you or a third party, we accept no liability for damage resulting from inadequate packing, unsuitable boxes, insufficient protective materials, overloaded boxes, poor sealing, movement within boxes, failure to label fragile items, or improper packing methods. Protection Cover applies only where damage results directly from proven negligence by us.
11.12 General exclusions. Regardless of the level of Protection Cover selected, we are not liable for loss or damage arising from inadequate packing carried out by you or a third party; pre-existing damage or deterioration; inherent defects; structural weakness; normal wear and tear; age-related deterioration; latent defects; flat-pack, chipboard, MDF or particleboard furniture failure; electrical or mechanical failure not directly caused by our negligence; software corruption or loss of data; sentimental value; undeclared high-value items; items moved against our reasonable advice; customer-packed fragile items; televisions packed without appropriate transit protection; or any other exclusion contained in these Terms.
11.13 Condition of packing. We shall determine, acting reasonably, whether Goods have been adequately packed based on the condition of the packaging presented at collection. Where we reasonably consider that Goods have not been packed in accordance with these Terms, we may decline Protection Cover for those Goods or require additional protective packing before transportation.
11.14 One-person moving service. Where you select a service with a single crew member, you acknowledge that only one member of our staff will attend. If you, or any third party acting on your behalf, assists with lifting, carrying, loading, unloading or moving any Goods, you accept full responsibility for any loss or damage arising during that assistance. Protection Cover shall not apply to any item where you, a friend, a family member or a third party assists with lifting or carrying, or where you instruct our employee to move Goods with assistance from anyone other than another authorised employee of ours. We are not liable for any injury, damage or loss arising from such assistance except where directly caused by our negligence.
11.15 Instructions against advice. Where we advise that there is an increased risk of damage because of access restrictions and you nevertheless instruct us to proceed, the Goods are moved entirely at your risk and Protection Cover shall not apply to any damage resulting directly from that instruction. We may require you to sign a Risk Acceptance or Waiver Form before undertaking such work, and where you refuse to sign we may refuse to move the relevant item.
11.16 Oversized furniture and restricted access. Where furniture or other Goods cannot reasonably pass through doors, corridors, staircases, lifts or other access points without increased risk of damage, we may recommend dismantling the item, removal of doors or fittings, specialist lifting equipment, hoisting, crane services, or an alternative access route. Where you decline our recommendation and instruct us to proceed using an alternative method involving increased risk, any resulting damage shall not be covered under the applicable Protection Cover.
12.1 Inspection and notification. You must inspect the Goods on delivery so far as reasonably practicable. If you allege loss or damage, you must submit written notice with supporting photographs within 48 hours of completion of the move, or of release from storage where applicable.
12.2 We may reject claims submitted outside this timeframe or where insufficient evidence is provided.
12.3 Where you sign delivery documentation without noting apparent damage, that shall be persuasive evidence that the Goods were delivered in apparent good order, save for concealed damage notified under clause 12.1.
12.4 You must retain damaged items and allow reasonable inspection by us or our appointed assessor. You must not dispose of or repair items before inspection without our written consent.
13.1 Other than by reason of our negligence or breach of contract, we are not liable for delays in transit.
13.2 If, through no fault of ours, we are unable to deliver, we may store the Goods, and all additional services including storage, handling and redelivery shall be at your expense.
14.1 We shall have a general and special lien over some or all of the Goods for all sums due to us, whether under this Agreement or otherwise, and may refuse release or redelivery until payment is made in full.
14.2 While Goods are held, you are liable for storage charges and all costs incurred in recovery, including legal costs.
14.3 If sums remain unpaid 28 days after written demand, or sooner where reasonable because charges are accruing, we may sell or dispose of some or all of the Goods and apply the proceeds to the sums due, including the costs of sale or disposal. Any balance shall be paid to you and any shortfall remains payable by you.
15.1 International moves may require customs declarations, permits, inspections and port or terminal processes outside our control.
15.2 Unless stated, the Quotation excludes customs duties, taxes, demurrage, detention, inspections and governmental fees.
15.3 You are responsible for obtaining all documentation and ensuring compliance with import and export requirements.
15.4 We are not liable for seizure, confiscation, inspection delay or damage caused by customs or government agencies unless directly caused by our negligence.
15.5 Where Goods are delayed by customs or port processes, you shall be responsible for all additional storage, handling, demurrage, detention and redelivery costs.
16.1 Except where loss or damage is caused by our negligence or breach of contract, we shall not be liable for loss, damage, cost or expense arising from normal wear and tear, gradual deterioration, inherent vice or pre-existing defects; atmospheric or environmental conditions including mould, mildew, rust, tarnish, corrosion, warping, swelling and contraction, unless directly caused by water ingress resulting from our negligence; vermin, insects, moths or infestation; leakage, spillage or evaporation of contents; Goods left within drawers, wardrobes, cupboards, cabinets, safes, toolboxes, containers, appliances or furniture; Goods not packed or unpacked by us or inadequately packed; fragile items such as china, glassware, ceramics and ornaments unless professionally packed by us; electrical, electronic or mechanical derangement, malfunction, failure or defect not directly caused by external physical impact arising from our negligence; loss of data, software, files or digital content; sentimental value, personal inconvenience, distress or loss of enjoyment; items moved at your express request against our reasonable advice; Goods with a pre-existing fault, weakness, damage or defect; calibration, alignment, configuration or performance issues following transportation; and delays, loss, damage or expense arising from vehicle or equipment malfunction, mechanical or electrical failure, breakdown, tyre puncture, accident, or the repair, recovery or replacement of vehicles, trailers, containers or handling equipment, except to the extent directly caused by our negligence.
16.2 Where liability does arise, it is strictly limited in accordance with clause 11 and shall not exceed any applicable contractual cap or any waiver executed under clause 8A.
16.3 Our liability, where any exists, ceases on delivery of the Goods to the delivery address or, where applicable, on placement of the Goods into storage.
17.1 Where we cause damage to premises or property other than the Goods as a result of our negligence or breach, our liability shall be limited to making good the damaged area only.
17.2 We shall not be liable for damage arising from moving Goods in accordance with your express instructions where we advised you of the risk.
17.3 You must notify us of alleged damage to premises or property as soon as reasonably practicable and in any event within 48 hours, with supporting photographs.
18.1 By entering into the Agreement you warrant that the Goods are your property or that you have full authority from the owner and any interested party to contract on these Terms; that the Goods are free from any undisclosed charge, lien or encumbrance; and that you have made the owner or interested party aware of these Terms and they have agreed to them.
18.2 You shall indemnify us against all loss, claim, demand, liability, cost or expense arising from a breach of clause 18.1, including legal costs.
18.3 If any third party acquires or asserts an interest in the Goods, you must notify us immediately in writing.
19.1 We may subcontract the whole or any part of the Services at our discretion. These Terms apply to Services performed by subcontractors to the fullest extent permitted by law.
19.2 We are not responsible for the acts or omissions of third parties where loss or delay arises from circumstances beyond our reasonable control.
19.3 Specialists appointed on your behalf. Where, at your request or for operational convenience, we arrange, introduce or book a third-party specialist, including plumbers, electricians, engineers, joiners, AV installers, riggers, art handlers or IT specialists, you acknowledge that the specialist is not providing services as our employee and that we do not warrant or guarantee their work.
19.4 Separate contract. Unless expressly stated otherwise in writing, specialist works are performed under a separate contract between you and the specialist, and you are responsible for agreeing scope, timings, costs and suitability directly with them. Where we collect payment on behalf of a specialist we do so solely as agent for convenience.
19.5 Exclusion of liability. To the fullest extent permitted by law, we shall have no liability for any act, omission, negligence, breach, delay, defect, damage or loss arising from specialist works performed by third parties, even where we introduced, recommended or arranged the specialist, save that nothing in this clause excludes liability for our own negligence in selecting or instructing the specialist where such liability cannot lawfully be excluded.
19.6 Indemnity. You shall indemnify us against any claims, losses, liabilities, costs and expenses arising from specialist works, except to the extent caused by our negligence.
20.1 We shall not be liable for failure or delay caused by events beyond our reasonable control, including war, terrorism, civil unrest, strikes, industrial action, pandemics, fire, flood, severe weather, road closures, accidents, port congestion, customs delays, government action, cyber incidents affecting critical infrastructure, or failures of utilities or transport networks.
20.2 Performance shall be suspended for the duration of the event. We may terminate the Agreement if the event continues for an unreasonable period.
21.1 Where you contract in the course of a trade, business, craft or profession, the Services are supplied strictly on the agreed scope set out in the accepted Quotation or written schedule.
21.2 Any work, Goods, volume, access conditions, time on site, staffing, vehicle requirements, packaging materials, specialist handling, storage, redelivery, waiting time, permits, compliance requirements or services not expressly included shall be treated as a variation and incur additional charges. We may refuse to perform out-of-scope services until revised charges are agreed or paid.
21.3 No employee, driver or subcontractor may vary scope, pricing or liability on site unless confirmed in writing by an authorised officer.
21.4 To the fullest extent permitted by law, we shall not be liable in contract, delict, breach of statutory duty or otherwise for loss of profit, revenue, contracts, goodwill, anticipated savings, opportunity, business interruption, or any indirect or consequential loss.
21.5 VAT is payable in addition where chargeable unless expressly stated otherwise.
21.6 Entire agreement. The Agreement constitutes the entire agreement between the parties and supersedes all prior discussions, representations and arrangements. Any terms you seek to impose, including purchase order terms, are excluded unless expressly accepted in writing by an authorised officer of the Company.
22.1 Any complaint, dispute or claim must be notified in writing with reasonable supporting information, including photographs where relevant.
22.2 Notices must be sent in writing using the contact details published on our contact page, or to such other address as we notify in writing.
22.3 You agree to allow up to fourteen days from receipt of a complete written complaint for us to investigate and respond. Where further information is required from you, that period shall be extended by the time reasonably required to obtain it.
22.4 Nothing prevents either party pursuing legal remedies, but you agree to give us a reasonable opportunity to resolve the matter before commencing proceedings, except where urgent relief is required.
23.1 These Terms and the Agreement, and any non-contractual disputes or claims arising out of or in connection with them, shall be governed by and construed in accordance with the law of Scotland.
23.2 The parties submit to the exclusive jurisdiction of the Scottish courts. Where you contract as a consumer, this does not affect any right you may have to bring proceedings in the courts of the part of the United Kingdom in which you are domiciled.
24.1 Title to the Goods remains with you at all times.
24.2 Risk of loss or damage to the Goods passes to you on the earlier of delivery at the delivery address, or placement of the Goods into storage, including emergency storage, for any reason.
24.3 Where you instruct us to leave Goods unattended, at unoccupied premises, or without a responsible recipient, all risk in the Goods passes to you at the time we comply with that instruction.
25.1 If Goods are undeliverable or remain uncollected and you fail to provide reasonable instructions or fail to pay sums due, we may give written notice requiring collection or payment within 30 days, or such shorter period as is reasonable given accruing charges.
25.2 If you fail to comply, we may treat the Goods as abandoned and may sell, dispose of, donate or otherwise deal with them as we consider appropriate. You remain liable for all sums due up to disposal and for any shortfall after the application of sale proceeds.
25.3 This clause is without prejudice to our rights under clause 14.
26.1 You authorise us and our employees, agents and subcontractors to photograph, film and record images, audio and video of the Goods, the premises and the performance of the Services, for the purposes of inventory, condition recording, operational records, evidence, training, quality control and marketing, including online content.
26.2 You grant us a worldwide, perpetual, irrevocable, royalty-free licence to use, reproduce, store, edit, adapt, publish, distribute and communicate such images and recordings in any media now known or later developed, including websites, social media and promotional materials, without compensation to you.
26.3 Opt-out. If you do not consent to the use of such content for marketing, promotional or online purposes, you must notify us in writing before commencement of the Services. In the absence of such notice, your consent shall be deemed given.
26.4 Any opt-out under clause 26.3 shall not restrict our right to capture and retain images or recordings strictly necessary for inventory, condition, evidential, legal, compliance or dispute-resolution purposes.
27.1 Each party shall comply with applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018 as amended.
27.2 We may process personal data to the extent necessary to perform the Services, administer the Agreement, manage logistics, handle claims and complaints, prevent fraud and comply with legal obligations.
27.3 You confirm that you have authority to provide the personal data of any other individual, such as family members, landlords, agents or recipients, and that you have given them appropriate notice that such data may be shared with us for the performance of the Services.
27.4 Where we engage subcontractors and third-party agents, including shipping agents, storage providers and customs brokers, you authorise us to share the personal data necessary for the performance of the Services.
28.1 We may require reasonable evidence of identity, authority, ownership, occupancy or right of access, including photo identification, proof of address, tenancy or settlement documents or written authority, before or during performance.
28.2 We may refuse to commence or may suspend the Services without liability where requested verification is not provided within a reasonable time; where we reasonably suspect fraud, illegality or lack of authority; or where we reasonably consider that proceeding would expose us to legal, safety or compliance risk. Any resulting costs, waiting time, storage and rescheduling charges shall be payable by you unless caused solely by our negligence.
29.1 If any provision or part-provision of these Terms is found by a court or competent authority to be invalid, unlawful or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If such modification is not possible, it shall be deemed deleted.
29.2 Any modification or deletion shall not affect the validity and enforceability of the remaining provisions, which shall continue in full force and effect.
30.1 If you cancel or postpone, we may charge a cancellation or postponement fee proportionate to the losses incurred, time reserved and costs committed.
30.2 The following scale applies, calculated in Working Days before the booked date: more than ten Working Days, no charge save for third-party costs already incurred; five to ten Working Days, up to 30 per cent; two to four Working Days, up to 60 per cent; less than 48 hours, up to 75 per cent; on the day or after the Services have started, 100 per cent.
30.3 Date changes. Where dates or times are changed at short notice, a percentage of the booking fee may be payable, the scale above may apply, and we may re-issue the Quotation at prevailing rates.
30.4 Committed costs. Where, before cancellation or postponement, we have incurred, committed to, ordered or paid for any non-refundable or time-sensitive cost in connection with the Services, including packing materials, export wrapping, crates, cartons, consumables, container booking fees, shipping line charges, ferry bookings, port or terminal reservations, permits, bay suspensions, crew accommodation, specialist equipment hire, storage charges or third-party contractor deposits, you shall remain liable for those costs in full and shall reimburse us immediately on demand.
30.5 Consumer cancellation rights. Where you contract as a consumer and the Agreement was concluded at a distance or off-premises, you may have a statutory right to cancel within fourteen days. Where you ask us to begin performing the Services within that period, you may be required to pay for services already supplied. Nothing in this clause 30 affects those statutory rights.
30.6 Survival. Clauses 8, 8A, 12, 14, 16, 21, 22, 23, 26, 27, 28, 29 and 30.4 shall survive termination or cancellation of the Agreement however arising.
Edinburgh Moving
Removals across Edinburgh and the EH postcode area, and throughout the United Kingdom.
Email: our contact page
Enquiries: edinburghmoving.co.uk/contact
If anything here is unclear, ask before you book rather than after. We would rather explain a clause than argue about it later.