TERMS OF SERVICE

Brilliant-Removals.com Limited

Company No. 13583866

Registered Office: Argyle House, Surrey, KT12 1PN

Tel: 0203 488 9373

Email: bookingsteam@brilliant-removals.com

These Terms of Service (“Terms”) govern all services provided by Brilliant-Removals.com Limited (“the Company”).

By confirming a booking, paying a deposit, or permitting services to commence, the Client agrees to these Terms.

The Company delivers residential and commercial relocation services using trained personnel, specialist equipment and structured operational procedures.

All services are performed with reasonable care and skill in accordance with UK consumer legislation, recognised industry standards and internal health & safety protocols.

A booking becomes contractually binding upon receipt of the required deposit.

Client – The individual or entity instructing the Company.

Service Date – The agreed date of service.

Booking – Confirmed service upon deposit receipt.

Chargeable Time – Time calculated from arrival of the moving team until completion.

In the event of inconsistency between quotation and these Terms, these Terms shall prevail unless expressly agreed in writing by the Company.

Unless otherwise agreed in writing:

3.1 A minimum booking period of three (3) hours applies to standard residential moving and packing services.

3.2 A minimum booking period of six (6) hours applies to long distance or multi-day relocations.

3.3 The booking period commences upon arrival of the moving team at the collection address.

3.4 Where services exceed the minimum booking period, additional time will be charged at the agreed hourly rate.

3.5 A 25% deposit is required within 48 hours to secure the Service Date.

3.6 Until deposit is received, bookings remain provisional.

3.7 The deposit represents administrative, scheduling and resource allocation costs incurred upon confirmation.

3.8 Quotations remain valid unless pricing structures or service requirements materially change.

3.9 Additional charges may apply where declared volume significantly exceeds agreed load size.

3.9 The Company reserves the right to re-quote where inventory, access conditions or scope differ from those declared.

4.1 The remaining 75% balance is due upon arrival on the Service Date and prior to commencement of services.

4.2 Deposits must be paid via Stripe.

4.3 Remaining balances may be paid via Stripe, bank transfer or cash.

4.4 The Client shall not withhold payment or exercise any right of set-off without prior written agreement.

4.5 The Company reserves the right to suspend services where payment is not made in accordance with these Terms.

4.6 Congestion, ULEZ or other regulatory vehicle charges may apply where relevant. Any applicable charges will be confirmed within the written quotation.

Further details on service structure can be found on our Pricing page.

Where a booking is made remotely, the Client may have statutory cancellation rights under the Consumer Contracts Regulations 2013.

If the Client requests that services begin within the statutory cooling-off period, the Client acknowledges that cancellation rights may be reduced once performance has commenced.

6.1 Rescheduling

6.1.1 One reschedule is permitted without charge where requested at least 48 hours prior to the Service Date and subject to availability.

6.1.2 Further changes shall be treated as cancellations.

6.2 Cancelling

6.2.1.  A £50 administration fee applies to all cancellations.

6.2.2.  More than 7 days’ notice: Deposit returned, minus administration fee.

6.2.3.  7 days’ or less notice: Deposit retained, no administration fee chargeable.

6.2.4.  Between 48 hours and 7 days: 50% of total booking value.

6.2.5.  24 hours or less: 100% of total booking value.

6.2.6. Failure to provide access constitutes a no-show and is charged at 100%.

7.1 The Client is responsible for selecting the appropriate service level.

7.2 The Company relies on information provided regarding:

– Property size
– Inventory volume
– Access conditions
– Additional service requirements

7.3 Where information proves inaccurate or incomplete, the Company reserves the right to adjust pricing, amend service level or suspend services.

7.4 Delays or additional costs arising from inaccurate information remain the responsibility of the Client.

8.1 The Client shall ensure safe, lawful and suitable access at all locations.

8.2 The Client is responsible for arranging parking permits, suspensions, congestion charges and compliance with building management regulations.

8.3 Delays caused by lift bookings, estate management policies or third-party restrictions may be chargeable.

8.4 Where restricted access increases risk, minor cosmetic marking inherent to relocation activities may occur despite reasonable care.

8.5 Clients are responsible for ensuring safe and timely access to both collection and delivery addresses.

8.6 Clients are responsible for ensuring that appropriate access permissions and parking arrangements are secured prior to the scheduled service time.

8.7 Where access is delayed due to:

– Key unavailability
– Lift restrictions
– Parking limitations
– Third-party delays
– Restricted building access

Waiting time may be chargeable at the agreed hourly rate.

9.1 The Company reserves the right to assess structural integrity prior to lifting.

9.2 The Company shall not be responsible for:

– Pre-existing damage
– Normal wear and tear
– Structural weakness
– MDF, chipboard or flat-pack deterioration
–  Instability of self-assembled furniture

9.3 Items deemed unsafe or structurally compromised may be declined.

9.4 In the unlikely event of vehicle breakdown or unforeseen operational interruption, the Company will take reasonable steps to minimise disruption, including arranging alternative vehicles where practicable.

9.5 The Company does not remove hazardous, restricted or regulated materials.

10.1 The Company maintains Public Liability Insurance up to £1,000,000.

10.2 Goods in Transit Insurance is provided up to £10,000 per customer.

10.3 Enhanced protection applies where packing and unpacking are undertaken by the Company using Company materials.

10.4 Except in respect of death or personal injury caused by negligence, fraud or any liability which cannot lawfully be excluded, the Company’s total liability shall not exceed £10,000 per customer.

10.5 The Company shall not be responsible for indirect, consequential or economic loss including business interruption or loss of profit.

10.6 Claims remain subject to insurer approval and policy conditions.

11.1 The Company does not transport:

– Cash
– Jewellery
– Precious stones
– Hazardous or flammable materials
– Illegal substances
– Drugs
– Pets or live animals
– Persons

11.2 High-value or rare items must be declared and agreed in writing prior to booking.

11.3 The Client remains responsible for safeguarding sensitive personal data and confidential materials.

12.1 Visible concerns must be raised before departure of the moving team.

12.2 Concealed concerns must be reported in writing within 48 hours of completion.

12.3 Claims submitted outside this timeframe may not be considered.

13.1 The Company maintains a strict zero-tolerance policy toward abusive, aggressive or discriminatory conduct directed at its personnel.

13.2 Such behaviour may result in immediate suspension or termination of services, and the full booking value may remain payable.

13.3 The safety and wellbeing of personnel is paramount.

14.1 Where cleaning services are arranged in conjunction with removal services, such services are delivered by Brilliant-Cleaner Ltd, a separate legal entity.

14.2 Coordination is provided to streamline the client experience; however, each entity remains contractually independent.

14.3 Liability arising from cleaning services rests solely with Brilliant-Cleaner Ltd and is governed by its respective terms and insurance provisions.

15.1 For relocations outside London & Surrey or where travel distance requires extended driving time, the following applies:

– Driving & Rest Periods

15.2 All long-distance services are carried out in accordance with UK road safety and working time regulations. Scheduled breaks will be taken where required to ensure safe operation.

15.3 Long distance moves are subject to a minimum six (6) hour booking period unless otherwise agreed in writing.

15.4 Where distance or operational requirements necessitate multi-day service, this will be confirmed within the written quotation.

15.5 Where overnight accommodation is reasonably required due to travel distance or scheduling, accommodation and associated subsistence costs may be included within the agreed quotation.

15.6 The Company shall not be liable for delays arising from traffic congestion, road closures, weather conditions, ferry crossings or other circumstances beyond reasonable control.

15.7 Fuel and toll charges may apply to long distance services and will be confirmed transparently within the written quotation.

For business relocations:

16.1 Authority to instruct must be confirmed.

16.2 The Company shall not be liable for business interruption, loss of profit or consequential loss.

16.3 Liability remains capped as outlined above.

17.1 Unless otherwise agreed in writing, the Company reserves the right to reference completed projects for marketing purposes, provided no confidential or identifying information is disclosed.

18.1 The Company processes personal data in accordance with applicable UK data protection legislation. Further details are available within our Privacy Policy.

19.1 These Terms constitute the entire agreement between the parties.

19.2 No variation shall be effective unless confirmed in writing by the Company.

20.1 Parties agree to seek resolution through arbitration prior to litigation.

20.2 These Terms are governed by the laws of England & Wales.

21.1 Electronic confirmation, deposit payment or commencement of services constitutes full contractual acceptance of these Terms.

21.2 Electronic acceptance carries the same legal effect as a signed agreement.