Terms and Conditions
At Thompsons Transport Services we are committed to providing excellent customer service at an affordable cost.
Our priority is to handle your items with only the best care and ensure a safe and reliable transportation service.
While we make every effort to our commitment there are certain situations which cannot be helped such as extreme weather conditions and traffic, if this does occur we will communicate any unforeseen circumstances as soon as possible to keep you updated and minimize any inconvenience to yourself and your business.
By accepting a quotation from Thompsons Transport Services you agree to the following terms and conditions:
1. All quotations will be valid for up to 30 days, Its important to note that our quotes are based on the information provided by you, for large items or pallets you will need to provide size and dimensions and for vehicles you will need to provide the make and model. House moves will require an accurate description of items or for bigger jobs a visit to assess.
2. You will need to inform us during the quotation process of any access or parking issues, if a parking permit is required for a house removal you will need to provide it to us, if you cannot provide a permit any fines incurred will be charged to you.
3. We will always aim to arrive on time however circumstances beyond our control such as traffic could delay our schedule however we will make every effort to keep you updated.
4. A deposit will be required to secure your house removal appointment with us, deposits are non refundable
5. A deposit will be required for all European work unless arranged otherwise.
6. Our jobs are priced on a job by job basis rather than an hourly rate however if there is any excessive waiting time such as waiting for keys or access this will be charged at £30 per hour per man.
7. We will not move items to or from a loft unless it has been agreed at the quotation process.
8. All Vehicles moved to and from Europe will require the correct relevant paperwork in place before setting off.
9. To reschedule a booking Thompsons Transport Services requires at least 24 hours notice at a minimum, for European work this is 72 hours, Please be aware we cannot guarantee the availability of your new requested date however we will make every effort to accommodate you.
10. Thompsons Transport Services reserves the right to refuse or abandon jobs where it is deemed unsafe and cannot be resolved in a timely manner however we will always work with you for the best possible outcome, health and safety for our employees and customers is very important to us.
11. We will always try our best to fit large items into your property however if we believe they are too big or damage may be caused then we could ask you to sign a disclaimer, we will always attempt alternative methods at your request but this is at your risk.
12. The remaining balance for the services provided by Thompsons Transport Services is to be paid when the job is complete, we reserve the right to retain goods until full payment has been received.
13. Our removal vehicles are insured for goods in transit up to a value of £25,000 per van load, we also hold public liability insurance up to a value of £5,000,000 and employer liability up to £10,000,000. This insurance coverage is included in any quotation provided by Thompsons Transport Services however in the unfortunate event of a claim customers are responsible for the excess payment of £800.
14. Note our insurance policy is not applicable if the vehicle is loaded or unloaded by anyone who is not an employee of Thompsons Transport Services.
15. If you are not happy with our insurance coverage you are more than welcome to arrange your own insurance. It is a requirement of the insurance policy that the customer be present at both the pick up and drop off locations.
16. Please be aware that certain items are not covered by our insurance these include, Furniture flat pack kits, items previously dismantled, fragile items such as mirrors, glassware, antiques, electrical items and appliances, these should be packed with special wrapping and packaging and we do have packing kits available for purchase, we will always handle all boxes with care and treat them as fragile, Jewellery and personal documents should be transported by you or a family member for peace of mind.
17. You will obtain all required documents, permits, permissions licenses and customs documents required for the completion of the work.
18. You will empty, defrost and clean fridges and freezers, we are not responsible for the contents, ensure all domestic and garden appliances are clean and dry and do not have fluid left in them.
19. All vehicles moved must be owned by you or you have consent from the owner to move them, when booking vehicle movements you must at the time of the quotation provide information such as whether the vehicle is able to be started or not or whether there are any problems with the vehicle.
20. While we aim to provide only the best service in the unlikely event you have a grievance you can raise a complaint with us, prior to processing any complaints we require the full outstanding balance to be made as is customary upon completion of the work. Thompsons Transport Services request that you submit your complaint in writing by letter or email along with supporting evidence such as photos or proof of purchase, we will aim to acknowledge your complaint within two working days upon receiving it.
21. We may arrange for a 3rd party to visit and assess any alleged damages, we will respond to your complaint within 14 working days with a proposed resolution. if your complaint is referred to our insurers their decision will be final.