1) Our Services

1.1) We reserve the right to reject our services if we find that the customer has withheld certain information or apparent factors that should have been stated or considered when booking the service. 

1.2) For one man and van bookings, one person must be actively helping the driver at all times (unless agreed otherwise when booking the service). Where help is missing, we will charge accordingly for extra labour.

1.3) All items for removal must be ready and packed on the arrival of the van unless a packing service has been booked and agreed upon. Loading of the van must commence within 5 minutes of arrival at the collection point & within 5 minutes of arrival at the destination unless agreed otherwise when booking the service.

1.4) Furniture and fragile items must be covered and protected before loading – by the customers or from us where requested. Any item not fully protected by the customer is not subject to insurance cover costs.

1.5) Services quoted at a fixed price, will incur an extra charge for waiting time caused by key exchanges or where certain information has been withheld that should have been stated or considered when booking the service.

1.6) We do not credit spare time should your job last less than the time you have booked, nor are we obliged to undertake any other jobs that were not requested at the time of the booking. The services are considered finished when our driver has completed the job requested by the customer when booking the service.

1.7) We start charging at your address for services quoted at an hourly rate when we arrive at your address.

1.8) Although we make great efforts to be on time, times of arrival are an estimate, and we do not offer any discount for any lateness. We do not hold any liability for any loss to the customer due to lateness due to unforeseen circumstances.

1.9) Goods not to be submitted for removals, packing service or storage: prohibited or stolen goods, drugs, potentially dangerous, damaging or explosive items, including gas bottles, aerosols, paints, firearms and ammunition, paint, gas canister or any oleos substances, jewellery, watches, precious stones or metals, money, securities, stamps, coins, or goods or collections of any similar kind, Goods likely to encourage vermin or other pests or to cause infestation or contamination, Perishable items or those requiring a controlled environment, Any animals, birds, fish, reptiles or plants. Goods require a special licence or government permission for export or import. Customers hold themselves responsible and exclude Big Tuna Moving Ltd from any liability caused for the carriage of such goods.

1.10) We charge a van‐cleaning fee for the carriage of dirty goods. (£15)

2) Your responsibility

2.1) Be present or represented throughout the collection and delivery of the removal.

2.2) Take all reasonable steps to ensure that nothing that should be removed is left behind and nothing is taken away in error.

2.3) Arrange proper protection for goods left on unattended premises or where other people such as (but not limited to) public, tenants or workers have access.

2.4) Prepare adequately and stabilize all appliances or electronic equipment before removal.

2.5) Empty, properly defrost and clean refrigerators and deep freezers. Big Tuna Moving Ltd are not responsible for the contents.

2.6) Ensure that all domestic and garden appliances, including but not limited to washing machines, dishwashers, hose pipes, and petrol lawn mowers, are clean and dry and have no residual fluid left in them.

2.7) Provide us with a correct and up-to-date contact address and telephone number to be contactable on the day of your move.

2.8) Arrange appropriate transport, storage or disposal of goods listed in clause 

3) General Terms & Conditions for our services

3.1) We do not tolerate abusive behaviour towards our drivers and staff. In the event of such behaviour, we reserve the right to refuse or cancel the job.

3.2) Service-Cancellations – Any booked service cancelled without a minimum of 24 hours notice will be subject to a fee of 20%.

3.3) We reserve the right to refuse to undertake any job where we feel there is a risk to our health & safety.

3.4) If the customer or any other party at the collection or delivery address has tested positive for COVID-19, the moving team must be notified before entering either property.

4) About payment

4.1) All jobs must be paid entirely upon completion of the job.

4.2) We can issue receipts upon payment; please ask our drivers.

4.3) We reserve the right to request payment through third-party debt collection agencies upon failure to provide payment on completion.

4.4) All unpaid jobs and outstanding payments, four weeks overdue, will be subject to a court claim for payment. On top of the outstanding bill will be an extra £35 administration fee plus interest calculated at 8%.

5) About Parking

5.1) We do not hold ourselves responsible for any parking charges, so please make sure that you have a parking permit or that there is a meter or loading bay as close as possible to the entry of the building.

5.2) You will be asked to pay any penalty charges and agree to do so when booking our services; if you fail to provide an adequate parking space and a parking charge occurs.

6) Our Insurance

6.1) Customers Accept FULL RESPONSIBILITY for items NOT correctly packed. Any Furniture and fragile items must be wrapped in shrink or bubble wrap. Although our staff pay great care and use blankets and straps while the goods are in transit, only damaged goods which are fully protected and damaged due to careless handling will be covered by insurance.

6.3) Our Goods in Transit insurance covers up to £10,000. We are not selling or offering insurance, nor has insurance been arranged on our customers’ behalf. Our insurance policy does not cover our customers’ loss or damage to their goods. Our insurance covers our liability to our customers under our contract and terms & conditions. Our insurance will compensate our customers on our behalf should we lose or damage any of our customers’ goods due to our employees’ negligence.

6.3) We do not accept liability for damage or loss if not reported to our driver before finishing the job.