There are some items that we could potentially refuse to move due to legal, health, safety and courteous issues. Some examples of these items are: stolen goods, explosives, corrosives & chemicals and firearms. Consequently, it is important that you inform us if there is any risk of uncertainty if there are any items of this nature to be transported on the day.
We don’t automatically generate a receipt or proof that you have purchased our services unless you have specifically requested one. Our promise to you is that once requested in writing, from the day we receive the request we will send a receipt to the address you provide and you will receive it within 7-10 working days. Working days excludes Saturdays, Sundays, Bank and Public holidays. We will only provide a receipt for the exact amount you paid us, and for the exact service you received. The dates will also always be accurate.
Providing parking is the responsibility of the customer, (try to reserve a space for the van outside before it arrives or call the local council and get a suspension or permit where necessary.) If there is no parking pre-arranged any parking fines received will be the responsibility of the customer and must be paid by the customer on completion.
There will be an extra charge when passing through the London Congestion Charge Zone, other clean air/congestion charge zones and tolls will be charged accordingly. We always aim to include this is the main quotation, however this is not always possible, we do reserve the right to add on the price of tolls or congestion charges incurred; for example in the instance if we need to pass through them because of the customer providing us with incorrect details or changing the time or journey details, etc. This will be discretionary to the staff who attend you on the day.
We currently accept cash & payment by BACS or Credit/Debit card. The amount due must be paid in full. The payment should be paid to the van driver after the completion of the work unless otherwise arranged. We do not take cheque payments and do not offer credit.
We will do our best to arrive within the time quoted but arrival times are estimated. However, we would definitely inform you of our status. Delays to pick-up/delivery times are sometimes unavoidable (due to traffic accidents, weather etc). We will not accept any responsibility for any lateness or delays with regards to your payment, do not accpet reduced payment terms under these conditions, as all efforts will be made to keep to schedule & we will immediately inform you by email, phone or text if any unforeseen circumstances occur.
You will incur extra charges if you have not informed us of awkward access. Awkward access can include: No vehicle access, no parking available in close proximity to the property and cramped stair and hallway conditions where large items of furniture such as beds will not fit
We reserve the right to add reasonable extra costs due to unforeseen circumstances (e.g. waiting for keys or gaining entry, incorrect addresses, removal of windows.) These costs will be added on the day. So please just ensure everything is in place and ready for us to complete the job smoothly.
Due to the nature of health hazards our operatives will not work around areas contaminated with hazardous substances or materials, human or animals faeces and we are not equipped to deal with such environments. Mess, dirt and grime will be tolerated to a certain extent. If we are being severly dirtied by lifting or moving items then it is not clean enough to go in any of our vehicles and is considered not safe to be moved by our staff. Additionally any unsafe areas or items where there is a considerable risk, clearance will not be undertaken (such as unstable buildings or a considerable presence of sharps or needles, etc). We reserve the right to terminate any work of this nature immediately. Any deposit will be lost and we will look to be reimbursed for any monies or resources lost
Each van load is covered for loss or damage up to £10,000 of the customer's belongings during transit. Bristol House Clearance are not liable for the first £100.00 per claim. It is the responsibility of the customer to ensure extra insurance is arranged if required. If any damages occur, we must be informed within 3 working days for the complaint to be dealt with efficiently. You will then be asked to confirm details of any damage in writing for us to pursue the issue further. If you fail to inform us within 3 working days of the damage, we probably won’t be able to pursue the claim so it is imperative that you contact us imminently.
In the event of any significant changes to your situation regarding your booking we will require 24 hours notice to cancel, In the event you cancel your booking within 24 hours of the job commencement you will be liable for the full amount (unless there are exceptional circumstances), any deposit at this stage will be held and you will be charged the remainder of the invoice.
In light of the Covid 19 outbreak all of our services will be provided on a no contact basis, our drivers and operatives will be using PPE where appropriate and will be maintaining a 1m distance from customers at all times, we expect our customers to respect social distancing at all times to minimise risk.
As per UK Law there are minimum charges for the disposal of certain items such as fridges, mattresses and more at waste management facilities across the UK, pricing will reflect these costs, You will be informed if any of your clearance items incur additional fees at the time of booking and will be included in the quoted/estimated price, however in the event there are unforeseen items or extra items added (not pre-ageed) which incur a minimum cost to dispose of responsibly, Bristol House Clearance reserve the right to charge an additional fee which covers the cost of disposal. If your clearance has included the aquisition of any items or goods by us (e.g. such as scrap metal collection) as part of the clearance (where the items have been factored in to reduce the cost of the clearance), we reserve the right to charge for any financial loss in the event any items are irrepairably damaged, broken, sold, missing or removed from the property before the clearance has been performed.
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