Terms and Conditions

Last updated: 1 January 2026

Please read these Terms and Conditions carefully before making a booking with MO Moving Services. By placing a booking through our website, telephone, or any other communication channel, you agree to be bound by these Terms and Conditions in full. If you do not agree with any part of these terms, please do not proceed with your booking.

In these Terms, “we”, “us”, “our” and “the Company” refer to MO Moving Services. “You”, “your” and “the Customer” refer to the individual or entity placing a booking.

1. Booking Estimates and Final Pricing

⚠ Important: All bookings are based on estimates only. The price quoted at the time of booking is an estimate based on the information you provide. The final charge may be higher or lower depending on the actual time, labour, and resources required to complete the job.

1.1 How Estimates Work

Your booking estimate is calculated based on the details you provide, including pickup and delivery postcodes, van size, number of helpers, floor access, and any special requirements.
We provide estimates in good faith using industry-standard methods, but the actual time and effort required may differ from the estimate.
The estimate does not constitute a fixed-price contract unless explicitly confirmed in writing as a fixed-price quote.

1.2 Additional Charges After the Job

You may be required to pay additional charges beyond the original estimate in the following circumstances:

Extended time: If the job takes longer than estimated due to factors including but not limited to: more items than declared, difficult access, narrow stairways, long carry distances from the property to the vehicle, or waiting time caused by the customer.
Additional items: If there are significantly more items to move than originally described at the time of booking.
Access difficulties: If the pickup or delivery location has restricted access, no parking, narrow corridors, no lift in a multi-storey building, or other obstacles not disclosed at booking.
Waiting time: If our team is required to wait at the pickup or delivery location due to the customer not being ready, keys not being available, or any other delay caused by the customer or third parties.
Additional stops: Any stops not included in the original booking will be charged additionally.
Heavy or bulky items: Items that require special handling, such as pianos, safes, gym equipment, or unusually large furniture not disclosed at booking, may incur additional charges.
Congestion and parking charges: Any congestion charges (London Congestion Zone, ULEZ), parking fees, toll charges, or parking fines incurred during the job are payable by the customer.

1.3 Billing Method

Jobs are billed on an hourly basis, calculated in 30-minute increments after the first hour.
There is a minimum booking duration of 2 hours for all jobs.
The clock starts when our team arrives at the pickup location and stops when the last item has been unloaded at the delivery location.
If the actual time is less than estimated, you will only be charged for the time used (subject to the 2-hour minimum).
If the actual time exceeds the estimate, you will be charged for the additional time at the agreed hourly rate.

1.4 Payment of Additional Charges

Any additional charges beyond the original estimate must be settled upon completion of the job. Our team will inform you of any additional time or charges during the move. By proceeding with the service after being informed of additional charges, you agree to pay the revised total.

2. Payment Terms

2.1 Accepted Payment Methods

Online payments are processed securely via Stripe. We accept all major credit and debit cards.
Cash payments may be accepted on the day of the move at the discretion of the driver.
Bank transfers are accepted if arranged at least 24 hours before the booking date.

2.2 Deposits

A deposit may be required at the time of booking to secure your slot. The deposit amount will be clearly displayed before payment.
Deposits are deducted from the final invoice.
Deposits are non-refundable if cancellation occurs within 24 hours of the booking date (see Cancellation Policy below).

2.3 Final Payment

The remaining balance (or total if no deposit was taken) is due upon completion of the job. If you have paid online and additional charges apply, the supplementary amount must be settled on the day.

2.4 All Prices

All prices are quoted in British Pounds Sterling (GBP / £).
Prices include VAT where applicable. Our current VAT status will be confirmed upon request.

2.5 Late Payment

Failure to pay the full amount on the day of the move may result in additional collection fees, suspension of service, and referral to a debt recovery agency. We reserve the right to retain goods until full payment is received, in accordance with applicable law.

3. Cancellation and Rescheduling Policy

3.1 Cancellation by the Customer

More than 48 hours before the booking: Full refund of any deposit paid. No cancellation fee.
24 to 48 hours before the booking: 50% of the deposit will be refunded. A cancellation fee equal to 50% of the estimated cost may apply.
Less than 24 hours before the booking: No refund of the deposit. A cancellation fee equal to 100% of the estimated cost may apply.
No-show: If the customer is not available at the agreed time and location and fails to respond to contact attempts within 30 minutes, the booking will be treated as a late cancellation, and the full estimated cost will be charged.

3.2 Rescheduling

Rescheduling requests made more than 48 hours before the original booking date are free of charge, subject to availability.
Rescheduling within 24–48 hours of the booking may be accommodated but is not guaranteed. If not possible, cancellation terms apply.
Rescheduling within 24 hours will be treated as a cancellation and re-booking, subject to cancellation charges.

3.3 Cancellation by the Company

We reserve the right to cancel a booking in exceptional circumstances, including severe weather, vehicle breakdown, or other events beyond our reasonable control (force majeure). In such cases, we will offer a full refund or rescheduling at no additional cost. We will make every effort to provide as much notice as possible.

4. Customer Responsibilities

To ensure a smooth and efficient service, the customer agrees to:

Provide accurate and complete information at the time of booking, including the number and size of items, floor access details, parking availability, and any special requirements.
Ensure all items are properly packed, boxed, and ready for collection at the agreed time. Unpacked items may cause delays, resulting in additional charges.
Ensure adequate parking is available at both the pickup and delivery locations. Any parking fines incurred due to inadequate parking arrangements are the customer’s responsibility.
Ensure clear access to and from the property for our team and equipment. Obstructed pathways, locked gates, or restricted areas may cause delays.
Be present (or have an authorised representative present) at both the pickup and delivery locations.
Disclose any items that are fragile, exceptionally heavy, or of significant value prior to the move.
Dismantle any furniture that requires disassembly unless this service has been arranged and included in the booking.
Inform us of any access restrictions at either location, including narrow doorways, steep stairs, or the absence of a working lift.

5. Our Responsibilities

We commit to:

Arriving at the agreed time. If we anticipate a delay, we will inform you as soon as reasonably possible.
Handling your belongings with reasonable care during loading, transit, and unloading.
Providing the van type and number of helpers as confirmed in the booking.
Communicating clearly about any changes to the estimated cost during the job.
Ensuring our team conducts themselves professionally and respectfully at all times.

6. Liability and Insurance

6.1 Goods in Transit Insurance

We hold Goods in Transit (GIT) insurance to cover your belongings during the move. This covers loss or damage to items that occurs whilst in our care, subject to the terms of our insurance policy.

6.2 Public Liability Insurance

We carry public liability insurance up to £1,000,000. If our team causes damage to your property (walls, doorframes, flooring, etc.) during the move, please report it immediately to the team leader on site and follow up in writing within 48 hours.

6.3 Limitations of Liability

We are not liable for damage to items that were inadequately packed by the customer unless we agreed to pack them as part of the service.
We are not liable for pre-existing damage, wear and tear, or inherent defects in items.
We are not liable for damage to items of extraordinary value (e.g., antiques, fine art, jewellery) unless such items were declared before the move and appropriate arrangements were made.
We are not liable for indirect, consequential, or special losses, including loss of business, loss of use, or emotional distress.
We are not liable for damage caused by circumstances beyond our reasonable control, including acts of God, severe weather, traffic delays, road closures, or actions of third parties.
Our total liability for any single claim shall not exceed the value of the goods lost or damaged or the cost of the move, whichever is lower.
Items of exceptional value (over £500 per item) must be declared at the time of booking. Undeclared high-value items are moved at the customer’s own risk.

6.4 Reporting Damage

Any damage must be reported to us in writing within 48 hours of the delivery. Claims made after this period may not be accepted.
You must provide photographic evidence of the damage and, where possible, retain the damaged item for inspection.
We will investigate all claims promptly and aim to resolve them within 14 working days.

7. Prohibited Items

We cannot transport the following items under any circumstances. If found among your belongings, we reserve the right to refuse loading or to unload them immediately:

Hazardous materials (flammable liquids, gases, explosives, corrosive chemicals)
Illegal substances or items
Firearms, ammunition, or weapons
Perishable food items (unless in sealed, insulated containers for short moves)
Live animals or plants
Cash, passports, personal documents, or irreplaceable items of sentimental value (these should be transported personally by the customer)
Any items that contravene UK law

If prohibited items are found during the move, any resulting delays, disposal costs, or penalties will be the customer’s responsibility.

8. Floor Access and Additional Charges

8.1 Floor Charges

Properties above the ground floor without a working lift may incur additional charges due to the extra time and physical effort required:

Ground floor and 1st floor: No additional charge (included in standard rate).
2nd floor and above without lift: Additional time charges apply based on the actual time taken.
Properties with a working lift: No additional charge regardless of floor.

8.2 Congestion Charge and ULEZ

If your pickup or delivery location falls within the London Congestion Charge Zone or Ultra Low Emission Zone (ULEZ), any applicable charges will be passed on to the customer. These charges are set by Transport for London and are outside our control.

8.3 Parking

The customer is responsible for ensuring suitable parking is available at both locations. If paid parking is required, the cost is the customer’s responsibility. If a parking fine is incurred due to the customer’s failure to arrange adequate parking, this will be charged to the customer.

9. Booking Confirmation and Agreement

A booking is confirmed once you receive a confirmation email or reference number from us. Until confirmation is received, no booking has been made.
By confirming your booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
You acknowledge that the quoted price is an estimate and that the final cost may differ based on the actual service provided.
We reserve the right to refuse or cancel any booking at our discretion, including but not limited to situations where the customer provides false information, is abusive towards our staff, or requests the transport of prohibited items.

10. Data Protection and Privacy

We collect and process your personal data in accordance with our Privacy Policy and the UK General Data Protection Regulation (UK GDPR).
Personal information collected during the booking process (name, email, phone number, addresses) is used solely for the purpose of fulfilling your booking and communicating with you about the service.
Payment information is processed securely by Stripe. We do not store your credit or debit card details on our servers at any time.
You may request access to, correction of, or deletion of your personal data by contacting us.

11. Promo Codes and Discounts

Promotional codes are single-use unless otherwise stated and cannot be combined with other offers.
Promo codes are subject to expiry dates and minimum booking values as stated at the time of issue.
We reserve the right to withdraw any promotional offer at any time without prior notice.
Promo codes apply to the estimated booking cost. If additional charges are incurred, the discount applies to the original estimate only.

12. Complaints Procedure

We are committed to providing an excellent service. If you are dissatisfied with any aspect of our service:

Raise the issue on the day: If possible, please bring any concerns to the attention of the team leader on site so that we can attempt to resolve the issue immediately.
Submit a written complaint: Send a detailed description of your complaint, including your booking reference number, date of service, and any supporting evidence (photographs, correspondence) to hello@momoving.co.uk within 7 days of the service.
Investigation: We will acknowledge your complaint within 2 working days and aim to provide a full response within 14 working days.
Resolution: If we find that a complaint is justified, we will offer an appropriate remedy, which may include a partial or full refund, compensation, or a credit towards future services.

13. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to:

Severe weather conditions (storms, flooding, heavy snow, ice)
Natural disasters
Government actions, regulations, or restrictions
Industrial disputes or strikes
Road closures, traffic incidents, or infrastructure failures
Pandemic or public health emergency

14. General Limitation of Liability

Nothing in these Terms shall limit or exclude our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited or excluded by law.
Subject to the above, our total aggregate liability to you in respect of all losses arising under or in connection with these Terms shall not exceed the total charges paid by you for the relevant booking.
We shall not be liable for any indirect, special, or consequential loss or damage, including loss of profit, loss of business, or loss of opportunity.

15. Changes to These Terms

We reserve the right to amend these Terms and Conditions at any time. Any changes will be published on this page with an updated “Last updated” date. Changes will not apply retrospectively to bookings already confirmed. It is your responsibility to review these Terms before making a booking.

16. Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.
Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

17. Contact Us

If you have any questions about these Terms and Conditions, or if you require clarification on any point before making a booking, please contact us:

MO Moving Services
Email: hello@momoving.co.uk
Phone: 020 7946 0958
Address: London, United Kingdom