A) Definitions
The following definitions apply to the terms and conditions set out below, which govern the contract for removal, delivery, and any other services provided between you and us.

• “We”, “us”, “our” means Transport Masters Ltd, including our employees, agents, and independent contractors.
• “You”, “your” means the customer, sender, or consignor.

B) Service
Our chargeable service is limited to the work requested and specified on your booking form. We cannot accept liability for any private agreements or arrangements made directly with our driver or service provider for additional work that is not included on the booking form.

C) Subcontracting
We reserve the right to engage subcontractors where necessary to fulfil the work under this agreement. Any subcontractor appointed by us will have been carefully vetted to ensure they possess the appropriate skills, experience, and qualifications to carry out the work safely and to the highest professional standards. We remain responsible for the quality of all work carried out on our behalf.

D) Insurance
Our public liability insurance provides cover up to £1,000,000 for damage to a customer’s property resulting from our employee/contractor negligence. In addition, we automatically insure all goods that are lost or damaged in transit for a total value of up to £500, free of charge.
Damage cover does not apply to:
1. Goods that have not been packed by us.
2. Furniture that has not been adequately protected using shrink wrap, bubble wrap, or appropriate boxing.
3. Fragile items or items containing glass that have not been sufficiently protected with bubble wrap and a box.
4. Items lost outside of transit, as well as jewellery, money, or small items where any dimension (width, length, or height) is less than one metre.
Customers that require additional cover must take out their own private insurance beforehand.

E) Customer’s Responsibilities
Our drivers and service providers will handle your belongings with the utmost care and attention. However, they are engaged to assist with the transportation of your items and cannot accept liability for any damage to the customer’s property, including (but not limited to) scuffs, scratches, or marks to walls, doors, ceilings, or other fixtures that may occur while moving furniture or other large items. Despite every reasonable precaution being taken, such damage can occasionally be unavoidable when manoeuvring bulky items through narrow doorways, hallways, staircases, or entrances. If customers require cover for such damage, they should arrange suitable private insurance before the move. Our drivers and service providers are not insured or authorised to remove doors, windows, or carry out any structural alterations to facilitate access. If such work is required, it is the customer’s responsibility to arrange a suitably qualified specialist before the scheduled move.

F) (Store Orders) Damaged Packaging On Delivery
Our drivers/service providers carefully select boxes that have no damage to their packaging but if in the unlikely event upon delivery you notice any damage to a box you can open and check the contents is still intact or refuse delivery & request for the item to be replaced for free. Unfortunately, we are unable to accept any notifications of damaged packaging or items after delivery.

G) (Store Orders) Damaged or Missing Parts After Delivery
We are aware that flat packed items can sometimes be damaged or have missing parts within the box. If your order was purchased from Ikea and you find any items that are damaged or have missing parts don’t worry, just contact Ikea’s Customer Service within 14 days and request a home replacement which is free of charge. If your order was not purchased from Ikea then unfortunately you will need to place another chargeable booking with us where we will purchase and deliver the exact item again to you and return your damaged one back to store for a refund, so you only pay the cost of our service and not the cost of the item again.

H) Store Discounts
We reserve the right to retain any discounts obtained through the use of our trade, loyalty or membership cards and will charge the customer the full undiscounted invoice amount. Any discounts received that are not dependent on the use of our trade, loyalty or membership cards will be passed on to the customer.

I) Plumbing/Drainage Jobs
Please note that we cannot accept liability for any blockages that reoccur more than 48 hours after our initial unblocking service. If a blockage returns after this period, it is likely that there is an underlying issue within the drainage system that requires further investigation and remedial work.

J) Guarantees
Unless a fixed price has been agreed, we make no guarantee as to the time required to complete the services.

k) Parking
Providing parking is the responsibility of the customer. If there is no parking pre-arranged, any parking fines received will be the responsibility of the customer and must be paid by the customer on completion.

L) Passengers
Customers who wish to travel in the van with our driver to accompany their load may do so on the understanding that this is provided as a courtesy lift only and is not a private hire service. No charge is made for this ancillary service.

M) Payment Requirements
Hourly rate jobs are charged based on the minimum hire period requested, regardless of whether the full allocated time is used. After the minimum hire period has been reached, additional time will be charged in increments of each started half hour.
Fixed price jobs are charged at the agreed fixed rate, regardless of the actual time required to complete the job.
Cash payments must be made directly to the driver/service provider either at the start of the job or upon completion.

N) Delivery Times/Arrivals
We will make every effort to arrive within the stated timescale; however, please note that arrival times are estimates and may be affected by circumstances beyond our control. Delays to collection or delivery times can occasionally occur.

O) Changes in item numbers
If you have been provided with a fixed-price quote for the job, additional charges may apply if the actual number of items on the day exceeds the quantity included in your quotation.
A small increase, such as a couple of extra boxes, would not normally be a problem. However, if the number of items has been significantly underestimated, the driver may need to apply an additional charge. This will depend on the extra volume of items and the additional time required for loading.

P) Unforeseen Circumstances
We reserve the right to apply additional charges in the event of unforeseen circumstances, including Congestion Zone and Toll Tunnel charges. An additional fee of £18 will be charged for journeys passing through the London Congestion Charge zone, and a further £10 charge will apply when passing through Toll tunnels.

Q) Waiting Charge
If your job is quoted at a fixed cost and our driver/service provider arrives at the agreed time, but you require them to wait before starting the job, a waiting charge of £10 will apply for every 15-minute period they are required to wait.

R) Cancellation and Postponement Notice
Customers who cancel or postpone a booking will receive a full refund and not incur any cancellation fees provided they give sufficient notice.
Jobs booked for a duration of 3 hours or less, written notice to cancel or postpone must be made at least 1 hour before the scheduled start time.
Jobs booked for 3 hours or more, written notice to cancel or postpone must be made at least 24 hours before the scheduled start time.

S) Cancellation & Postponement Fees
£50 for jobs booked for a duration of 3 hours or less and cancelled or postponed less than 1 hour before the scheduled start time.
The full value for jobs booked for 3 hours or more that are cancelled or postponed less than 24 hours before the scheduled start time.

T) Advance Payment/Deposit
Any advance payment or deposit made to secure a specific date or time for our driver or service provider is non-refundable if cancellation occurs within 24 hours of the scheduled job start time. This applies regardless of whether the customer cancels the booking or does not use the full duration of the driver or service provider hire period that has been paid for. Where a customer provides the required notice of cancellation, any advance payment or deposit paid will be refunded in full.

U) Staff Abuse
Verbal abuse, threatening behaviour, or any form of inappropriate conduct towards our drivers will not be tolerated. If our driver/service provider is required to leave a job due to abusive or threatening behaviour from a customer, whether verbal or otherwise, the customer will remain fully liable for payment of the service in full.

V) Marketing
By placing a booking with us, you agree to our Privacy Policy and consent to receiving occasional emails about our services, new website features, events, and other information that we believe may be of interest to you. We will send these communications to the email address you have provided until you choose to unsubscribe.

W) Exclusions
1. No more than two passengers are permitted at any one time.
2. General builders rubble & used paint tins (unless authorised disposal).
3. Oily/Greasy mechanical parts (unless authorised disposal).
4. Garbage / household waste / used carpet (unless authorised disposal).
5. Fridge or Freezer disposal (unless authorised disposal).
6. Hazardous or toxic waste.
7. Garden waste (unless authorised disposal).
8. Pets or livestock.