Terms & Conditions
Please read these terms carefully before booking. We've written them in plain English so you know exactly where you stand. We'd particularly like to draw your attention to the sections on liability, which explain the limits of our responsibility to you.
How It Works
When you book a removal through us, you're entering into an agreement with both Eddy Leasing Limited and our transport partner. We act as the booking agent — we connect you with a vetted, insured partner who carries out the actual move. We don't perform the transport ourselves.
You'll receive a quote or estimate based on the details you provide. The final price may change depending on what's actually loaded, access difficulties, or any complications at either end. What you tell us up front directly affects the accuracy of the price, so please be as detailed as possible.
Your Quote & Price
Your quote is an estimate based on the information you give us. If the job turns out to be significantly different from what was described — more items, harder access, longer distances — the price may change. Any changes will be discussed with you.
You can make changes to your booking up to 48 hours before the move at no extra charge. Changes made with less than 48 hours' notice may incur additional fees.
If our partner arrives and can't access the property, and can't reach you by phone within 15 minutes, they may leave. In that case, you won't be entitled to a refund.
If goods can't be delivered at the destination within 30 minutes of arrival, a storage fee of £20 per day may apply. After 90 days, we may sell or dispose of the goods.
Any government fees, customs duties, or port charges for international moves are not included in your quote.
What We Need From You
You need to make sure that everything being moved belongs to you or that you have permission to move it. You're responsible for providing accurate addresses, contact details, and information about access at both ends — including floor levels, staircase types, lift availability, and parking.
All items should be packed and ready before the partner arrives unless you've booked a packing service. Furniture needs to be emptied, fridge-freezers defrosted, and appliances dried out.
You need to provide a full list of items being moved. If the actual volume exceeds what was booked, extra charges will apply.
You or someone representing you must be present during loading and unloading. At the end, you'll be asked to sign a job sheet confirming the move was completed.
A £50 deposit is taken at the time of booking. The remaining balance is paid directly to the partner on completion.
What We Won't Do
Our partners won't enter premises that are unsafe — poorly lit, uneven flooring, or dangerous access. They won't transport animals, people, illegal goods, or anything dangerous without prior written agreement. They won't dismantle or assemble furniture, disconnect or reconnect appliances, lift carpets, move satellite dishes, or shift large outdoor planters unless this has been specifically agreed in writing beforehand.
Partners are not required to work more than 9 hours in a day.
There's a legal weight limit on the van (typically around 1 tonne of cargo in a 3.5-tonne vehicle). If the weight limit is reached before everything is loaded, the partner will let you know. This may mean not everything fits in one trip, even if you booked a full van load.
Cancellation
More than 48 hours' notice: No charge.
Less than 48 hours' notice: 50% of the price.
Less than 24 hours' notice: Full price. No refund.
If we or our partner cancel because we can't find a suitable driver or due to circumstances beyond our control, you'll get a full refund. If we cancel because you've breached these terms, no refund is due.
Refunds are processed within 5 working days of receiving your written request. You need to provide bank details within 5 days and submit the request no later than 7 days after cancellation.
Liability & Damage
Eddy Leasing Limited (the booking agent) is not liable for any loss or damage to your goods or property.
The transport partner is liable for loss or damage they cause, subject to the following limits and exclusions:
If the partner damages your property (not the goods being moved) through negligence, they're only liable for repairing the damaged area. If you ignored advice from us or the partner, they're not liable. You must report any damage by email or phone within 7 days of delivery — after that, no claim can be made.
The partner is not liable for:
Damage caused by you or a third party. Perishable items. Moth, vermin, or pest damage. Fire damage beyond insurance. Goods packed by you or a third party. Normal wear and tear. Goods loaded against advice. Electrical goods (unless negligence is proven). Items already damaged or with inherent defects. Fragile items including breakage, leakage, or internal spoilage. Valuables like stamps, coins, gems, or documents. Personal items not properly packed and listed. Any business losses. Damage after delivery. Unforeseeable losses. Goods held in storage.
If you help with the move — packing, loading, lifting, or travelling in the van — you do so at your own risk.
Maximum liability: The partner's total liability for all claims under any single booking is capped at £40,000.
Referred Work
We refer work to other trusted Man with a Van removal companies. We don't hold any liability for these companies.
• If we, or another company that we have referred work to, can't attend due to unforeseen circumstances including breakdown and traffic problems, we limit our liability to refunding the deposit.
• Notwithstanding any other limit stated in these terms (including the £40,000 figure above), our and the referred company's total liability for breakages or damage is limited to £250.
• If customers or their friends and family are helping to load the van, they do so at their own risk.
Eddy Leasing Limited or Nigel Hammond are not accountable for the actions of other companies or individuals who we have referred work to.
Insurance
Basic compensation cover is included in the price. This covers up to £50,000 for fire and total theft (meaning all your goods are stolen), and up to £100 per individual item for other damage.
If you can claim under any other insurance policy you hold, the basic cover doesn't apply.
If We Can't Deliver
If there's a delay or we can't deliver your goods for reasons beyond our control, they may be stored. You may be charged for storage and redelivery. Estimated delivery times are guidance only — we're not liable for delays caused by events outside our control.
Our Right to Hold Goods
The partner can hold your goods until all money owed is paid, including storage and legal fees. If payment isn't received within 90 days, we may sell the goods and use the proceeds to cover what's owed.
Events Outside Our Control
Neither we nor our partners are liable for failures caused by events beyond reasonable control — natural disasters, pandemics, war, strikes, transport failures, fires, explosions, or similar events.
Complaints
If you have a complaint, contact our customer care team. We'll aim to review it and respond within 7 days. You can also contact Citizens Advice at www.adviceguide.org.uk or 0345 04 05 06.
Your Data
We use your personal information to arrange the transport services, process payment, and (if you opted in) to tell you about similar services. We only share your data where the law requires or allows it. See our privacy policy for full details.
General
We can transfer our rights under this agreement to another organisation without affecting your rights. You can only transfer yours with our written permission. These terms are governed by English law, and disputes are subject to the English courts. If any part of these terms is found to be unenforceable, the rest still applies.