Terms & conditions.

1. Who you're dealing with

These terms apply to services provided by VitalCare At Home Ltd, trading as Removal Services (Company No. 15098204, registered office Office 4648, 221–323 High Road, Chadwell Heath, Romford RM6 6AX) — "we", "us". "You" means the person named on the quote.

2. Quotes and bookings

Quotes are prepared from the information you give us (including video or checklist surveys) and are fixed once confirmed in writing. If the actual job differs materially from what was surveyed — significantly more items, undisclosed access difficulties, a changed address — we may need to re-quote before or on the day, and we'll always tell you before any additional cost is incurred. A booking is confirmed when we accept it in writing (including by WhatsApp message).

3. Your responsibilities

You're responsible for: telling us honestly what's moving and about access at both properties; making sure belongings you pack yourself are packed adequately; arranging any parking permissions we've agreed you'll handle; and being present (or represented by someone authorised) at collection and delivery.

4. What we won't carry

For safety and legal reasons we can't carry hazardous materials (fuel, gas bottles, paints and solvents in bulk, chemicals, ammunition), perishable food on long-distance moves, live animals, or anything it is unlawful to possess or transport. Items of extraordinary value (jewellery, documents, cash) should travel with you.

5. Insurance and liability

Every move is covered by goods-in-transit and public liability insurance. The specific cover levels and any excess applying to your move are stated with your written quote — ask us and we'll gladly explain them before you book. Cover for owner-packed boxes may be limited where damage results from the packing itself. Nothing in these terms limits liability that cannot lawfully be limited.

6. Cancellations and changes

Plans change — tell us as soon as you know. The notice periods and any charges that apply to cancelling or rearranging your specific booking are set out in your written quote, and we apply them fairly; genuine completion-day slippage is treated with common sense, not penalties.

7. Delays and things beyond anyone's control

We plan honestly and communicate early, but traffic, weather, breakdowns and delayed key releases happen. Where a delay is caused by events beyond our reasonable control, we'll do everything sensible to complete your move as quickly as possible and keep you informed throughout.

8. If something goes wrong

Tell us promptly — ideally on the day, and in any case within a reasonable time — so we can put it right. We'd always rather fix a problem than defend it. Claims are handled through the insurance arrangements confirmed with your quote.

9. The boring but important bits

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If any clause is found unenforceable, the rest still stand. Our privacy policy explains how we handle your data. Nothing in these terms affects your statutory rights as a consumer.