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​1. Our Service:

  • These terms and conditions apply to the duration of your booking and move with Your Smooth Move. We strongly advise that you carefully read these terms and conditions, so you are fully aware of the conditions of service.

  • We reserve the right to update and change these terms and conditions.

  • Your Smooth Move and the customer will be bound by the specific terms and conditions that were in place at the time of a customer securing the booking. 


2. Cancellation Policy:

  • If you decide to change the date of your move, we will work with you to find an alternative date (up to a maximum of two times) and your deposit will be allocated to your new move date.

  • For moves that are cancelled, but not rebooked with Your Smooth Move:

Cancelled 7 days or more before booking date: Full deposit returned by cash or bank transfer.

Cancelled 4 – 6 days before the booking date: 50% of deposit returned by cash or bank transfer.

Cancelled 0 – 3 days before booking date: Deposit is non-refundable.

Cancelled due to a non-payment: Deposit is non-refundable.

  • If you wish to cancel, please telephone 07754974483. This will ensure we receive notification of the cancellation as soon as possible. We will confirm the cancellation by text or email. If a confirmation text or email has not been received within 6 hours, please assume it has not been received and contact us again.


3. Items that cannot be carried:

  • Hazardous waste

  • Gas bottles

  • Fridges and freezers that have not been fully defrosted

  • Tumble dryers and washing machines that still contain damp clothing or water

  • Paints, unless with prior agreement

  • Furniture that still contains heavy or fragile items, unless with prior agreement

  • Loose belongings

  • If the team assess that a partially packed or unsecured (placed in bags, pillow cases, open boxes etc) item presents a  risk of damage or injury, our team may not be able to carry the items until they have been packed safely and securely. Examples include, heavy items or plates packed in black bags or carrier bags or unsealed boxes. Please refer to our packing tips on our main website for further guidance on packing.

4. Insurance and exclusions:​

  • Your Smooth Move have goods in transit insurance and public liability insurance cover. These insurances apply for the duration of the move and cover any associated activity carried out by our removal team during the move. 

  • Man and van service and Van and driver Service: Our insurance only covers activity carried out by Your Smooth Move team members. Your Smooth Move are not liable for any damage or injury to items, people, pets, or property that are caused by the customers or people that are not appointed by Your Smooth Move. We suggest that customer ensure they have their own insurance cover in place for Man and van bookings.

  • This exclusion also applies in instances where damage or injury occurs due to customers appointing, or permitting, other people or organisations to help with the move or to handle the items during the moving process; this includes, but is not limited to cleaners, builders, family members, other removal companies.  

  • Our insurance does not cover your belongings while they are in storage.

  • Our insurance will not cover damages that occur to boxed items or unboxed loose items that are not packed safely and securely. Please refer to section 9 for basic packing guidance and to our full packing tips on our website.

  • Claims must be received within 7 days of the removal date due to the insurance claim deadline imposed by the insurer. Please send your claim in writing via email with the heading 'urgent - insurance policy claim'. If you have not received a response within 24 hours, please contact us by phone to alert us to your claim. 

  • What Is Covered by our insurers: Our insurers will pay compensation up to the limit of our indemnity in respect of claims relating specifically to business activity carried out by our removal team.


5. Additional services and charges:

Our fixed quotes are based on moving the home contents, and carrying out the services, we have agreed at the point of booking and to the agreed locations. There will be additional costs for any additional services or moving additional belongings that were not included in the fixed quote, for avoidable delays, or late payments made without prior agreement.​

  • Assembly and Disassembly of additional furniture - We cannot guarantee assembly or disassembly of any items that have not been agreed prior to your move. If the team can assemble or disassemble the items, they will inform you of the additional charge and this will be due on the day.

  • Moving additional furniture or boxes - We cannot guarantee that we will be able to move any belongings that have not been agreed prior to your move. If the team have capacity to move additional items they will inform you of any additional charges and timeframes and this will be due on the day.

  • Preventable delays - There will be an additional charge of £30 per hour that the team are waiting. Examples of preventable delays include, not having items packed when we arrive on moving day or leaving draws and cabinets full of heavy or fragile items that mean they cannot be moved safely or without potential damage. This charge can be avoided by informing us that you need to change the date or time prior to the move.

  • Late payment/non-payment - Unless a late payment has been agreed in writing 1 week prior to the moving date or payment plan date, a late payment will result in an additional charge of £5 per day being applied from the day after the payment was due.

6. Conduct:

  • Employees: We expect our team to be respectful and polite and to treat customers with dignity and compassion. If you are not satisfied with the conduct of any of our team members, please let us know as soon as any incident occurs so we can resolve the issue swiftly. If a serious complaint is received, we will request that the complaint is made is writing. We will investigate the complaint fully and aim to provide an outcome within two weeks of the written complaint being received.

  • Customers: We do not tolerate any form of intimidation, bullying or harassment of our team members. If our team experience any of these behaviours, they will be instructed to leave the property or location immediately.

7. Adverse weather conditions, traffic and vehicle break downs:

  • In the event of adverse weather conditions preventing us carrying out the move, we will contact customers to offer a range of alternative solutions. If we are unable to attend due to the weather, but an alternative company can reach the property and carry out the move, we will provide a full refund for any services that have not been carried out.

  • In the event of Your Smooth Move being delayed due to unforeseen traffic disruptions, such as road closures or slow moving traffic caused by road accidents, or due to our vehicles breaking down, the team will inform the customer of the delay as soon as it is safe to do so and look for alternative route or vehicle options. Your Smooth Move will not be held liable for any costs associated with delays caused by unforeseen traffic issues, road diversions, car accidents, breakdowns or similar scenarios. If the delay will significantly impact on the moving schedule and the customer wishes to book with an alternative moving team to ensure they meet vacant possession time schedules, we will provide a full refund for any services that have not been carried out.

8. Damages:

  • We check the condition of large items with our customers prior to the move and following the move.

  • Should you notice any damage to large or unboxed items (furniture, televisions, fridges etc) please inform us within 48 hours of the move by emailing To assist us with any claim we will require details of the damage, including photos.

  • If any boxes are damaged, please take photos of the boxes before unpacking them and take photos of any items that are damaged while they are still wrapped.  Please inform us by emailing within 72 hours of the move finishing.

  • In instances where Your Smooth Move have moved the customers belongings into storage and subsequently moved the furniture and items to the customers new home, these notification timeframes commence when the move to the customers new home is complete. However, Your Smooth Move are not liable for any damages that occur to items due to being in storage, such as mould, or due to other individuals or companies moving the belongings while in storage or out of storage. In the event of the customer using alternative moving solutions for the move out of storage, our team will take photographs of the boxes and furniture once they are unloaded at the storage unit (ensuring no personal or identifiable information is visible) so that there is evidence of the condition of the items once they have been left in storage and to assist customers if any disputes arise regarding damages.  If customers are using storage for an extended period, we suggest monitoring/checking their furniture and items regularly, follow professional guidance for storage of specialist and valuable items, and ensure they have adequate insurance in place.

  • Your Smooth Move will not be held liable for any damage that results from customers mishandling items or not packing items safely and securely, for example, not using a double wall boxed and bubble wrap to pack a fragile item.

  • Your Smooth Move will not be held liable for damage or injury to items, people, pets, or property caused by customers or other organisations prior to, during or following the move.

9. To ensure your move goes as smoothly as possible:

  • If you would like to add additional items to the moving inventory this will need to be discussed with Your Smooth Move in advance of your moving day. An extra piece of furniture can result in an additional van, equipment and team member being required.

  • Please create a clear pathway to the doors so your removal team can easily move items out of the property.

  • We kindly request that customers refrain from polishing hard floors within a week of the move and do not mop immediately before or during the move. 

  • Please try to reduce the number of visitors or other services at the property during the move.

  • Where possible, it is preferable that we have use of the driveway for the duration of the move. It is helpful if customers can move any other vehicles that would obstruct van access or require the vans to be moved during loading or unloading. Having to regularly move the vans creates significant delays.

  • please ensure we are aware of any issues accessing the property, such as narrow doorways or limited parking.

  • If you are packing your own items, pack all items securely in fully sealed boxes, especially small ornaments, and fragile items. We suggest that items are packed in double wall boxes and that fragile items are packed using bubble wrap or tissue paper with packing void used to reduce movement. Large boxes are not suitable for heavy items.  

  • If belongings are packed in open boxes or bags, they cannot be stacked correctly in the van. This will reduce the amount that can be loaded onto the van and as such an additional van load might be required; this will incur an additional fee. It also increases the risk of damage to your belongings and creates an additional safety risk to our team members.

  • Please pack any sentimental, high value and confidential items (passports, bank cards etc) in a separate box and keep these with you during the move. We advice customers to transport these belongings themselves.

  • Please label boxes to indicate which room you would like them to be placed in at the new property and to make us aware of any boxes containing fragile or heavy items.

  • We are unable to carry loose items on the van so please ensure all belongings are packed in sealed boxes or they will need to be transported in your own vehicle.

  • We require customers to remove all heavy or fragile items from cupboards, shelves, and drawers. Doing so speeds up your move and keeps your items safe and secure, as well as reducing the risk of injury to our removal team.

  • Please ensure your fridge and freezer are fully defrosted and empty.

  • Please remove all clothing from washing machines and tumble dryers.

  • Please ensure that any liquids (oils, bath products, perfumes etc) are packed together, wrapped, and packed inside a double walled box. We request that these items are either taken in your car or that we are made aware of which box they have been placed in.

  • For the safety of our team members, pets, children, and the safe handling of your items, we kindly request that animals or young children are kept away from the area where we are moving items in and out of the properties.


10. Customer agreement:

These are our standard terms and conditions which will be relied upon for any agreements formed between a customer and Your Smooth Move. By booking you are agreeing to be bound by these terms and conditions. 

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