Terms and Conditions

Terms & Conditions

Please read the terms and conditions below before booking a removal service with Ravenhill Removals.

Important payment information: Your remaining removal balance is due when the work is completed.

Who we are and how these terms apply

1. Ravenhill Removals is a trading name of Moving Ewe Limited (company number 13438120, registered in England and Wales; registered office: 83 Liberty Hill, Sheffield, England, S6 5PW) (referred to as “we”, “us” and “our”). These terms apply to removal, transport, packing and associated services that we agree to provide to you. Your quotation and booking confirmation describe the particular services, charges and arrangements agreed for your booking.
2. Please read these terms before confirming a booking. If a specific written term in your accepted quotation or booking confirmation differs from a general term below, the specifically agreed term will take priority, provided it is lawful. Nothing in these terms affects your statutory rights.

Quotations and prices

1. Our quotations are based on the information provided by you, any survey undertaken and the stated collection and delivery locations. Please tell us before booking about all items to be moved, access restrictions, flights of stairs, distances from the property to the vehicle, parking, exceptionally heavy or fragile items and any extra services you need.
2. For a fixed-price removal, the price covers the services expressly included in the accepted quotation. It does not automatically cover extra items, additional addresses, packing, dismantling or reassembly, unexpected access difficulties or other work outside the agreed scope. We will explain any proposed additional charge and seek your agreement before carrying out extra work wherever practicable.
3. For hourly-rate removals, any minimum booking period, included hours, additional hourly rates and applicable travel charges will be stated in your quotation. Unless your quotation says otherwise, chargeable removal time runs from our team’s arrival at the first collection address until the agreed work at the final delivery address is completed. Once the minimum period or included hours are exceeded, additional time is charged in hourly blocks, with part of an additional hour rounded up to a full hour. These arrangements will be disclosed before booking.
4. Prices include or exclude VAT as expressly stated in the quotation or invoice. Any additional costs, such as parking, agreed waiting time, materials or disposal, will be explained where reasonably foreseeable.

Booking and deposits

1. A booking is confirmed when we accept it and receive the agreed deposit, if one is required. Our usual deposit is £250 per van for local moves or 50% of the quoted price for long-distance moves, unless a different amount is shown in your written quotation. The deposit will never exceed the total agreed price and is credited towards that price.
2. We allocate vehicles and staff to confirmed bookings. Dates remain subject to availability until the booking is confirmed. We will acknowledge receipt of the deposit and confirm the agreed moving date and services.

Changing or cancelling your booking

1. Please let us know in writing as early as possible if you need to cancel or postpone your move. If you cancel at least five working days before the agreed moving date, we will normally refund your booking deposit in full.
2. If you cancel or postpone with fewer than five working days’ notice, we may retain from your deposit only an amount reasonably reflecting losses and costs directly caused by the change, after taking reasonable steps to reduce those losses (for example, by filling the released slot). We will refund any remaining deposit and can explain the calculation on request. A deposit is not automatically forfeited just because notice was short. Any further cancellation claim must likewise be lawful, reasonable and supported by actual loss.
3. If you ask to rearrange your move, we will try to accommodate the new date, subject to availability. We will tell you about any reasonable, unavoidable extra costs before confirming the change. We will not charge twice for work or resources we have successfully reallocated.
4. For a removal involving the transport of goods on a specific agreed date or period, the usual 14-day distance-selling cancellation right may not apply under the Consumer Contracts Regulations 2013. If a separate service within your booking carries a statutory cancellation right, that right is unaffected by these terms.
5. If we have to cancel your booking or make a significant change to the agreed services, we will contact you promptly, explain the position and offer a reasonable alternative where possible. If you do not accept the alternative, we will refund payments for services we have not supplied. This does not affect any additional legal rights you may have.

Payment on completion

1. The outstanding balance is payable in full immediately when the agreed removal service is completed. Unless we have expressly agreed different payment terms in writing beforehand, payment should be made at the final destination when our team finishes and, wherever practicable, before the team leaves.
2. We accept bank transfer, debit or credit card, cash and PayPal, subject to the payment methods made available for your booking. We do not accept cheques. Please ensure that you can make payment on moving day. Any deposit already paid is deducted from your final balance.
3. An invoice or receipt may be issued during or after the move for your records. Sending an invoice later does not automatically extend the agreed payment deadline: the balance still falls due on completion unless we have agreed otherwise in writing. We will explain any agreed additional charges before asking you to pay.

Overdue invoices and payment reminders

1. Where the balance remains unpaid after completion, it is overdue. Our accounts team normally checks outstanding payments on working days, including Mondays, and may send a polite payment reminder on the next working day following completion. For a Friday move that remains unpaid over the weekend, a reminder may be sent on Monday. The weekend does not create an extended payment period.
2. Reminders may be generated automatically by our invoicing software. Receiving a reminder does not itself mean that an additional fee has been charged. If you have already paid, please let us know so that we can check the transaction; if there is a genuine query about the balance, contact us promptly so we can review it.
3. We may take reasonable and lawful steps to recover genuinely overdue sums. We do not apply automatic percentage penalties or routine letter-writing fees to consumer invoices. Where the customer is another business, any statutory late-payment interest or recovery charges will apply only where the relevant law permits them.

Arrival times and delays outside our control

1. We will use reasonable care and skill to arrive and carry out the services at the agreed times. Start and arrival times may be estimates where stated. Traffic, weather, road closures, breakdowns or other events beyond our reasonable control may cause delays; we will tell you as soon as reasonably possible and take reasonable steps to limit disruption.
2. We are not responsible for delay or loss solely to the extent caused by circumstances beyond our reasonable control, but this does not excuse a failure to exercise reasonable care and skill or affect your statutory rights. If a substantial delay prevents the agreed service from being provided, we will discuss the practical options and any refund or remedy required by law.

Access, parking and waiting for keys

1. You must ensure that we have safe and lawful access to collection and delivery addresses, and that suitable parking, loading permissions or permits are arranged where needed. Please tell us about restrictions, narrow roads, stairs, lifts, restricted access times or long carrying distances before booking.
2. You are responsible for parking permits and parking charges that we have told you are necessary or that you have agreed to pay. We will take reasonable care to park legally and safely. We will not automatically pass on fines arising from our own unlawful or careless parking.
3. If our team is delayed because the property is not ready, keys have not been released, access is unavailable or agreed preparations have not been completed, additional waiting or labour time may be charged at the rate stated in your quotation, provided the charge is reasonable and we explain it. Please discuss possible completion or key-release delays with us before the move.

Your responsibilities during the move

1. You or a nominated adult representative should be available at collection and delivery to identify the items to be moved, confirm what is staying, provide access and indicate where items are to be placed. Please check rooms, cupboards, lofts, sheds and outbuildings before our team leaves, where safe and practicable.
2. Please keep children and pets safely away from working areas and tell us about known hazards, fragile surfaces or items requiring specialist handling. We may pause or refuse a particular task if it cannot be carried out safely; we will explain the issue and discuss alternatives.
3. We will exercise reasonable care and skill in handling your belongings. If instructions are unclear or you are absent, we will take reasonable steps to contact you or your nominated representative. Any responsibility for loss arising from incorrect instructions will depend on the circumstances and will not exclude liability for our own negligence.

Packing, dismantling and reassembly

1. Unless our quotation includes packing, you are responsible for packing and securing your possessions suitably for transport, including fragile or loose items, and for clearly labelling items that need special care. We can provide packing or protective materials where agreed.
2. Unless expressly included in the quotation, furniture dismantling and reassembly are not included. If extra work is needed, we will explain the options and any additional cost before undertaking it. Please keep screws, bolts and small fittings together in clearly labelled bags.
3. Where inadequate customer packing or an inherent fault causes damage that we could not reasonably have prevented, this may affect responsibility for that damage. We remain responsible for any loss or damage caused by our failure to use reasonable care and skill, including when handling items packed by you.
4. Please tell us in advance about flat-pack furniture, chipboard or previously damaged items that may not withstand normal dismantling and reassembly, so we can assess the safest method.

Large, fragile, unusual and prohibited items

1. Please identify pianos, safes, antiques, artwork, glass cabinets, large appliances, unusually heavy or high-value items, and any item needing specialist equipment before booking. Additional staff, equipment, protection or specialist transport may be needed and will be separately agreed.
2. It is your responsibility to check, so far as reasonably possible, whether large items can pass through entrances, stairwells and access routes. We will also take reasonable care when assessing safe handling on arrival. We will not remove doors, windows, fixtures or structural features unless that work is specifically agreed and can be undertaken safely.
3. Unless we have expressly agreed otherwise in writing, we cannot transport explosives, fuels, gas cylinders, dangerous or illegal substances, live animals, perishable goods or other items that may pose a safety or legal risk. Please keep cash, jewellery, passports, medication and important documents with you rather than placing them in the removal load.

Care of belongings and property

1. Our team will use reasonable care and skill when moving goods and working inside your property. Please draw our attention to especially delicate walls, flooring, doorways or fixtures and let us know if you require particular protective measures.
2. We may use suitable blankets, covers or other protective measures as appropriate to the booked service. We are responsible for damage caused by a failure to exercise reasonable care and skill. We are not responsible for pre-existing defects or damage that we did not cause.

Insurance and high-value goods

1. We maintain goods-in-transit insurance, subject to the insurer’s policy conditions, exclusions and applicable excesses. Our previously stated standard cover is up to £10,000 per van; please ask us to confirm the current policy limits and any relevant restrictions for your particular booking before the move.
2. If the total value of the goods to be carried in any van, or the value of an individual item, may require additional cover, you must tell us before booking. We can discuss whether enhanced or specialist cover can be arranged, or you may choose to arrange your own additional insurance. Cover for a particular item should not be assumed without written confirmation.
3. An insurance limit describes the cover available under our policy. It does not, by itself, limit any liability we have under applicable law. If you or another contractor has packed, loaded or previously transported goods, please tell us: this may affect evidence of their condition and the insurance position, which we will discuss before accepting the work.

Damage, missing items and complaints

1. Please tell the crew leader about any visible damage, shortage or concern as soon as it is noticed, ideally before the team leaves, so that we can inspect the issue and record the circumstances. Some damage may only become apparent when unpacking; not noticing it immediately does not automatically remove your right to make a claim.
2. If you discover a problem after the move, please contact us in writing as soon as reasonably practicable, preferably within seven days, giving your booking details, a description and photographs where available. The seven-day request helps us investigate promptly; it is not a blanket deadline or waiver of your statutory rights.
3. We will investigate complaints fairly, consider the evidence and respond with a proposed resolution. Nothing in these terms excludes or restricts liability that cannot lawfully be excluded, including liability for a failure to provide services with reasonable care and skill.

Storage and additional services

1. If storage, clearance, disposal, cleaning or another service is required, we will confirm its scope and price separately. Storage may have additional rules for access, charges, collection and insurance, which we will provide before you agree to use the facility.
2. Please do not leave items with us for storage or disposal without prior agreement. We will not dispose of or sell your goods without a lawful basis and appropriate notification.

Respect and safety

1. We expect customers and staff to treat each other respectfully. Threats, violence, serious abuse or unsafe working conditions may require us to stop work and leave the premises. If this happens, we will consider the circumstances fairly and charge only for work performed and any reasonable, evidenced loss or unavoidable cost that we are legally entitled to recover; the full quoted price is not automatically payable.

Personal information and contacting us

1. We use the contact, address and booking information necessary to organise and provide our services, issue invoices and respond to enquiries. Please see our Privacy Policy for further information on how personal data is handled.
2. For enquiries, changes, payment queries or complaints, contact us by email at info@ravenhillremovals.co.uk or telephone 0330 666 55 44. Our contact and registered office address is 83 Liberty Hill, Sheffield, England, S6 5PW.