Terms & Conditions
Please read these terms carefully before booking. We've written them in plain English so you know exactly where you stand. We'd particularly like to draw your attention to the sections on liability, which explain the limits of our responsibility to you.
How It Works
When you book a removal through us, you're entering into an agreement with both Eddy Leasing Limited and our transport partner. We act as the booking agent — we connect you with a vetted, insured partner who carries out the actual move. We don't perform the transport ourselves.
You'll receive a quote or estimate based on the details you provide. The final price may change depending on what's actually loaded, access difficulties, or any complications at either end. What you tell us up front directly affects the accuracy of the price, so please be as detailed as possible.
Your Quote & Price
Your quote is an estimate based on the information you give us. If the job turns out to be significantly different from what was described — more items, harder access, longer distances — the price may change. Any changes will be discussed with you.
You can make changes to your booking up to 48 hours before the move at no extra charge. Changes made with less than 48 hours' notice may incur additional fees.
If our partner arrives and can't access the property, and can't reach you by phone within 15 minutes, they may leave. In that case, you won't be entitled to a refund.
If goods can't be delivered at the destination within 30 minutes of arrival, a storage fee of £20 per day may apply. After 90 days, we may sell or dispose of the goods.
Any government fees, customs duties, or port charges for international moves are not included in your quote.
What We Need From You
You need to make sure that everything being moved belongs to you or that you have permission to move it. You're responsible for providing accurate addresses, contact details, and information about access at both ends — including floor levels, staircase types, lift availability, and parking.
All items should be packed and ready before the partner arrives unless you've booked a packing service. Furniture needs to be emptied, fridge-freezers defrosted, and appliances dried out.
You need to provide a full list of items being moved. If the actual volume exceeds what was booked, extra charges will apply.
You or someone representing you must be present during loading and unloading. At the end, you'll be asked to sign a job sheet confirming the move was completed.
A £50 deposit is taken at the time of booking. The remaining balance is paid directly to the partner on completion.
What We Won't Do
Our partners won't enter premises that are unsafe — poorly lit, uneven flooring, or dangerous access. They won't transport animals, people, illegal goods, or anything dangerous without prior written agreement. They won't dismantle or assemble furniture, disconnect or reconnect appliances, lift carpets, move satellite dishes, or shift large outdoor planters unless this has been specifically agreed in writing beforehand.
Partners are not required to work more than 9 hours in a day.
There's a legal weight limit on the van (typically around 1 tonne of cargo in a 3.5-tonne vehicle). If the weight limit is reached before everything is loaded, the partner will let you know. This may mean not everything fits in one trip, even if you booked a full van load.
Cancellation
More than 48 hours' notice: No charge.
Less than 48 hours' notice: 50% of the price.
Less than 24 hours' notice: Full price. No refund.
If we or our partner cancel because we can't find a suitable driver or due to circumstances beyond our control, you'll get a full refund. If we cancel because you've breached these terms, no refund is due.
Refunds are processed within 5 working days of receiving your written request. You need to provide bank details within 5 days and submit the request no later than 7 days after cancellation.
Liability & Damage
Eddy Leasing Limited (the booking agent) is not liable for any loss or damage to your goods or property.
The transport partner is liable for loss or damage they cause, subject to the following limits and exclusions:
If the partner damages your property (not the goods being moved) through negligence, they're only liable for repairing the damaged area. If you ignored advice from us or the partner, they're not liable. You must report any damage by email or phone within 7 days of delivery — after that, no claim can be made.
The partner is not liable for:
Damage caused by you or a third party. Perishable items. Moth, vermin, or pest damage. Fire damage beyond insurance. Goods packed by you or a third party. Normal wear and tear. Goods loaded against advice. Electrical goods (unless negligence is proven). Items already damaged or with inherent defects. Fragile items including breakage, leakage, or internal spoilage. Valuables like stamps, coins, gems, or documents. Personal items not properly packed and listed. Any business losses. Damage after delivery. Unforeseeable losses. Goods held in storage.
If you help with the move — packing, loading, lifting, or travelling in the van — you do so at your own risk.
Maximum liability: The partner's total liability for all claims under any single booking is capped at £40,000.
Insurance
Basic compensation cover is included in the price. This covers up to £50,000 for fire and total theft (meaning all your goods are stolen), and up to £100 per individual item for other damage.
If you can claim under any other insurance policy you hold, the basic cover doesn't apply.
If We Can't Deliver
If there's a delay or we can't deliver your goods for reasons beyond our control, they may be stored. You may be charged for storage and redelivery. Estimated delivery times are guidance only — we're not liable for delays caused by events outside our control.
Our Right to Hold Goods
The partner can hold your goods until all money owed is paid, including storage and legal fees. If payment isn't received within 90 days, we may sell the goods and use the proceeds to cover what's owed.
Events Outside Our Control
Neither we nor our partners are liable for failures caused by events beyond reasonable control — natural disasters, pandemics, war, strikes, transport failures, fires, explosions, or similar events.
Complaints
If you have a complaint, contact our customer care team. We'll aim to review it and respond within 7 days. You can also contact Citizens Advice at www.adviceguide.org.uk or 0345 04 05 06.
Your Data
We use your personal information to arrange the transport services, process payment, and (if you opted in) to tell you about similar services. We only share your data where the law requires or allows it. See our privacy policy for full details.
General
We can transfer our rights under this agreement to another organisation without affecting your rights. You can only transfer yours with our written permission. These terms are governed by English law, and disputes are subject to the English courts. If any part of these terms is found to be unenforceable, the rest still applies.
The Service
We'll do our best to attend on the scheduled date, but delays can happen due to circumstances beyond our control. If that happens, we'll contact you to rearrange as soon as possible. Any estimated arrival times are just that — estimates, not guarantees.
If we attend and you're not there, you need to make sure we can contact you and take payment before collection begins. If we can't reach you, the collection may not go ahead, and we won't be liable for any loss as a result.
What We Need From You
You need to make sure our team has safe, clear access to the waste. You should tell us in advance about anything that might affect the job — difficult access, heavy items, working at height, secured waste, parking restrictions, or any disputes about whether the waste can be cleared.
If you don't tell us about these things, or if the information you give us is inaccurate, we may cancel the collection (either before or on arrival) or charge extra to cover the additional work.
You must confirm that you have full authority to have the waste removed. If a third party disputes this, you agree to cover any costs we incur.
Sharp or dangerous items (knives, broken glass, etc.) must be stored separately in a suitable container before we arrive. They must not be placed in bags.
Hazardous Materials
If we find or suspect asbestos, syringes, drug paraphernalia, or other hazardous materials on site, we may leave immediately. You'll still be charged for our attendance and for any waste already removed.
If hazardous materials end up on our vehicles or at a transfer station without our knowledge, you'll be responsible for the cost of any specialist removal required.
Pricing & Payment
All prices include VAT.
A £25 deposit is taken at the time of booking. This is an attendance fee — it guarantees a vehicle will come to your site, but doesn't guarantee any work will be done. No waste removal is included in this fee.
When we arrive, we'll inspect the waste and give you a final price based on the weight and type of materials. As a general rule, we aim to match skip prices.
The remaining balance is paid to the partner or employee on the day, at the time of collection. If payment isn't made, we may return the waste to you.
Unpaid balances after 14 days incur a £40 administration fee. We also reserve the right to charge interest at 8% above the Bank of England base rate on any outstanding amount.
We don't take ownership of your waste until payment is made and a transfer note has been issued.
Invoices are due within 30 days unless otherwise agreed. Late payments (over 7 days overdue) may trigger immediate payment of all outstanding amounts.
Van Weight Limits
If, in our partner's judgement, the weight of the collection exceeds the legal limit for the van, we can either decline the job or charge extra for additional trips.
Difficult Waste
Items like fridges and car tyres are classed as "difficult waste" and are charged at rates shown on our website.
Cancellation
If you cancel before the end of the business day prior to your scheduled collection, we may refund the attendance fee at our discretion. Contact us by email at [email protected] or call 01275 261 023.
If you're a consumer, you have a statutory right to cancel within 14 days of the contract being formed — unless the work has already begun with your agreement within that period. Cancellation must be in writing.
If we can't remove an item because it's too large to fit through doorways, and we attempt to dismantle it at our discretion but still can't remove it, we won't be responsible for putting it back together.
Liability & Damage
We are not liable for the legal compliance of any service we carry out. If you instruct us to do something, it's your responsibility to make sure those instructions are lawful. You agree to cover us for any losses arising from disputes about property or legality.
Due to the nature of clearance work, we can't guarantee no damage will occur to the property during the process. You should inspect the area once we're done and tell our team about any damage before they leave. Any damage must also be reported to us in writing within 7 days. We won't accept claims after that.
Our total liability for all losses under any single contract is limited to the price of the services under that contract. We are not liable for any loss of profit or indirect/consequential losses.
This doesn't affect our liability for death or personal injury caused by our negligence, fraud, or any liability that can't be excluded by law.
Events Outside Our Control
We're not liable for any failure caused by events beyond our reasonable control — including war, terrorism, natural disasters, epidemics, transport failures, or telecommunications outages. Our obligations are paused for the duration of any such event.
Termination
We can end the arrangement at any time. Termination doesn't affect any money you already owe us or any rights either party has already accrued.
Your Data
We only use your personal information to deliver the service or to tell you about similar services (unless you opt out). We may share your details with credit reference agencies and other parties listed in our data controller registration, in full compliance with data protection law.
General
You can't transfer your rights under these terms without our written consent. We can transfer ours to another organisation without affecting your rights. These terms are governed by English law, and disputes are subject to the English courts. If any part is found unenforceable, the rest still applies. All notices should be sent to Eddy Leasing Limited, Unit 11 The Hub, Nobel Way, Birmingham, B6 7EU, or emailed to [email protected].