Our Commitment to You

The service level agreement sets out what we commit to, and what we need from you to be able to keep it. Clarity on both sides prevents most disputes before they begin.

What we commit to

• Replying to your request within working hours, from 7 am to 11 pm.
• A written quote showing the suggested vehicle, the date, and what the price does and does not include.
• Arriving at the agreed time to collect the items, and telling you at once of any change.
• Packing suited to the piece before loading, not after.
• An update at every stage of international shipments: departure, arrival, clearance, delivery.
• No change to the price after agreement, unless the details of the request itself change.

What we need from you

• Correct and complete consignee details, and a working mobile number.
• An exact description of the items and their number, the floor and whether there is a lift.
• Disclosure of any item that needs a permit or special handling.
• The site ready for loading on time: the fridge emptied, the lift booked, the passages cleared.
• Your presence, or that of someone acting for you, at collection and delivery.

What falls outside our commitment

Delay arising from customs procedures, conditions at ports and crossings, the weather, or instructions from official bodies. In all these cases we undertake to tell you as soon as we know, and to follow the matter through to its end.

Changing or cancelling the request

You may change your date or the details of your request in good time before the appointment at no charge. Cancelling after the team has arrived may incur a call-out charge, which you are told of in advance.