1. Introduction
These Terms and Conditions govern all services provided by ctmoves. By booking our services, you agree to be bound by these terms.
2. Quotations and Pricing
- All quotations are based on the information provided by the customer at the time of enquiry.
- Quotes may be revised if details provided are inaccurate or incomplete, including but not limited to volume of items, property size, access conditions, or distance.
- A minimum booking time applies depending on the service booked.
- Any additional time required beyond the agreed booking will be charged at the applicable hourly rate.
3. Deposits and Booking Confirmation
- A deposit is required to secure all bookings.
- Bookings are only confirmed once the deposit has been received.
- The remaining balance must be paid on the day of the move before completion of the service unless agreed otherwise in writing.
4. Overtime and Additional Charges
- Any time exceeding the agreed booking duration will be charged at the standard hourly rate or applicable overtime rate.
- Additional charges may apply for:
- Delays caused by the customer
- Incomplete or inaccurate job details
- Waiting time at pickup or delivery
- Long carry distances not disclosed in advance
- Lack of parking or restricted access
5. Mileage Charges
- Mileage is included within a reasonable distance as agreed at booking.
- Additional mileage beyond the agreed allowance may be charged at a set per mile rate.
6. Customer Responsibilities
The customer is responsible for:
- Providing accurate and complete information about the move
- Ensuring suitable access and parking at both pickup and delivery locations
- Obtaining any required permits or permissions
- Ensuring all items are packed securely unless a packing service has been booked
- Informing ctmoves in advance of any heavy, fragile, or unusual items
Failure to meet these responsibilities may result in additional charges or refusal of service.
7. Packing and Protection
- ctmoves provides professional handling and basic protective materials where required.
- We are not liable for damage to items packed by the customer.
- Fragile or high value items must be declared in advance and appropriately packed.
8. High Value Items and Liability Limits
- Items of high value (including but not limited to jewellery, cash, antiques, artwork, or electronics of significant value) must be declared prior to the move.
- ctmoves does not accept liability for undeclared high value items.
- Liability for loss or damage is limited to a reasonable repair or replacement value, subject to assessment.
- We are not liable for:
- Pre-existing damage
- Wear and tear
- Items packed by the customer
- Minor cosmetic damage that does not affect functionality
9. Delays and Waiting Time
- Waiting time will be charged if the team is unable to proceed due to customer related delays.
- This includes delays in key access, parking issues, or unfinished packing.
10. Access, Stairs, and Safety
- Customers must ensure safe and reasonable access at both properties.
- Additional time may be required for stairs or long carry distances if not disclosed in advance.
- Our team reserves the right to refuse to move items where it is unsafe to do so.
11. Prohibited and Restricted Items
We do not transport:
- Hazardous or flammable materials
- Illegal items
- Perishable goods
- Items that exceed safe lifting limits without prior agreement
12. Cancellations and Refunds
- Deposits are non refundable if cancellation occurs within 48 hours of the scheduled move.
- Rescheduling is subject to availability.
- ctmoves reserves the right to cancel or reschedule bookings due to unforeseen circumstances, including vehicle issues, staff availability, or extreme weather.
13. Payment Terms
- Payment must be made using approved methods provided by ctmoves.
- Full payment must be completed before unloading is finalised unless otherwise agreed.
14. Complaints and Claims
- Any claims for damage or loss must be reported within 48 hours of the move.
- Claims must include supporting evidence such as photos.
- ctmoves will investigate and respond within a reasonable timeframe.
15. Force Majeure
ctmoves will not be held liable for delays or failure to perform services due to circumstances beyond our control, including but not limited to:
- Severe weather
- Road closures or traffic incidents
- Mechanical breakdowns
- Government restrictions
16. Changes to Terms
ctmoves reserves the right to update these Terms and Conditions at any time. The latest version will always be available on our website.