Service - Terms and Conditions

1. Introduction

Welcome to Movers Embark. These Terms and Conditions (“Terms”) govern your use of our services, including moving, packing, and storage, as provided by Movers Embark (“we,” “us,” “our”). By using our services, you agree to comply with and be bound by these Terms. Please read them carefully before using our services.

If you have any questions about these Terms, please contact us at info@moversembark.co.uk

2. Services Provided

We provide the following services:

• Residential moving

• Commercial moving

• Packing and unpacking services

• Storage solutions

• Specialty item moving (e.g., pianos, artwork)

Our services are provided based on the details you provide in your booking. Any additional services may be subject to extra charges.

We Serve: Bury St Edmunds, Stowmarket, Sudbury, Ipswich, Norwich, Cambridge, Thetford, Newmarket, Diss, Colchester and More...

3. Estimates and Quotes

• Free Quote: We offer free estimates and quotes for our services. However, these are non-binding and may be subject to change based on additional services requested or unforeseen circumstances.

• Binding Estimates: If provided, a binding estimate will detail the specific services and charges that will not change, except in circumstances outlined in this document.

• Additional Charges: Additional fees may apply if services requested differ from the details provided at the time of the estimate, such as moving additional items, difficult access, or long carry charges.

4. Booking and Cancellation

• Booking Confirmation: Once you agree to proceed, we will confirm your booking in writing (via email or SMS). The confirmation will include details of the moving date, time, and services to be provided.

• Rescheduling: You may reschedule your moving date up to 7 days before the scheduled move without any penalty, subject to availability.

• Cancellation Policy: If you need to cancel your move, please notify us at least 7 days prior to your moving date. Cancellations made less than 7 days before the move may incur a cancellation fee.

5. Payment Terms

• Deposit: A deposit of 30% is required to secure your booking. This deposit is non-refundable if cancellation is made within 5 days.

• Payment Methods: We accept cash, credit/debit cards, bank transfers.

• Final Payment: Full payment is due upon completion of the move, unless otherwise agreed in writing.

• Late Payment: If payment is not received on the day of the move, a late payment fee of £100 may apply.

6. Liability and Insurance

• Standard Liability: We are liable for any loss or damage to your property caused by our negligence through insurance.

• Insurance Options: We offer optional full-value protection insurance for an additional cost. Please contact us prior to your move if you wish to purchase additional insurance coverage.

• Exceptions to Liability: We will not be liable for:

  • Loss or damage to items not packed or prepared by us.

  • Loss or damage caused by weather-related conditions or natural disasters.

  • Loss or damage to valuables such as cash, jewelry, or important documents unless disclosed and agreed upon prior to the move.

  • Damage to items that are inherently fragile or deteriorating.

7. Prohibited Items

For safety and legal reasons, the following items are prohibited from being moved or stored by us:

• Hazardous materials (e.g., explosives, chemicals, flammable items)

• Perishable goods (e.g., food, plants)

• Illegal substances

• Pets or animals

If any of these items are found during the move, we reserve the right to refuse service for those items and may terminate the contract without a refund.

8. Delays and Postponements

• Unforeseen Circumstances: We will make every effort to complete your move on time. However, we are not responsible for delays caused by unforeseen circumstances, including but not limited to traffic, weather conditions, or accidents.

• Rescheduling Due to Delays: If we are delayed for reasons outside our control, we will reschedule the move to the next available time without penalty. If delays are caused by the customer (e.g., not being ready on time), additional waiting time charges may apply.

9. Customer Responsibilities

You are responsible for:

• Accurate Information: Providing accurate and detailed information about your move, including the size and weight of items, access points at both locations, and any special requirements.

• Packing: Unless you have requested our packing services, you are responsible for ensuring that all items are packed securely and labeled clearly.

• Presence on Moving Day: You or an authorized representative must be present on the day of the move to provide instructions and sign off on completion.

10. Claims and Complaints

• Reporting Damage: Any claims for loss or damage must be reported to us within 7 days of the move. Failure to report damage within this time may result in the claim being denied.

• Filing a Claim: To file a claim, you must provide photographic evidence and a detailed description of the damaged or lost items.

• Resolution: We aim to resolve all claims promptly. In the event of any disputes, we will work with you to reach a fair and reasonable resolution, in accordance with applicable laws.

11. Termination of Services

We reserve the right to terminate our services at any time if:

• The customer provides false or misleading information.

• We encounter unsafe or unsanitary conditions.

• There is a violation of these Terms and Conditions.

12. Force Majeure

We are not liable for any failure or delay in providing our services due to events beyond our reasonable control, including but not limited to natural disasters, strikes, governmental actions, or pandemics.

13. Changes to Terms and Conditions

We reserve the right to amend or modify these Terms and Conditions at any time. Any changes will be posted on our website and will take effect immediately. By continuing to use our services, you agree to be bound by the updated Terms.

14. Contact Information

If you have any questions or concerns regarding these Terms and Conditions, feel free to contact us with any questions or concerns about your move. Use the form on our website, email us directly, dial by phone, or engage through social media. We appreciate your interest and look forward to hearing from you. Contact us today!