Terms and conditions

Move day

We aim to start early, between 8 and 9 in the morning, unless we agree otherwise with you.

The cost of the move is based on the information you give us and, where one was carried out, the survey. A survey is an estimate and small variations happen, but the agreed price stays the same unless the scope changes significantly — extra items, or extra services asked for on the day.

The removal team is entitled to a twenty-minute break in any four-hour period.

For safety reasons the crew do not remove their shoes while working. Please use protective covers on carpets and floors, or ask us and we will arrange carpet protection.

Arrival and departure times are estimates unless a written timescale has been expressly agreed. If an agreed written schedule is missed for reasons within our control, we will reimburse reasonable expenses arising from that delay.

If delivery cannot be made through no fault of ours, we will place the goods into storage at your expense, which fulfils our removal obligation.

In the event of a breakdown or accident we will attempt to supply a replacement vehicle or agree alternative arrangements.

We are liable for damage to premises only where it was caused by our negligence. Any damage must be recorded on the visual inspection or job report when the job finishes, and confirmed to us within 24 hours.

It is your responsibility to report any damage to belongings or property within 24 hours of completion. Damage reported after that period will not be accepted as our responsibility.

What we need from you

Parking. Please make sure there is adequate parking for the van at both addresses. Parking arrangements, permits and suspensions are solely your responsibility, and any parking penalties incurred are yours.

An itemised inventory must be provided before the move, for insurance.

Anything you pack yourself is your responsibility, and self-packed goods are excluded from our insurance cover.

Declare the value of the goods and identify any single item worth more than £500, for insurance.

An inventory for anything going into storage.

Obtain any documents or permissions the move needs, and be present — or appoint someone — at collection and delivery, so nothing is taken or left by mistake and everything lands in the right room.

Prepare and stabilise appliances. Fridges and freezers must be defrosted, and should not be switched on for 24 hours after delivery.

Check the property and our vehicles are clear of your belongings at the end.

You confirm that you own the goods, or have the owner's authority to enter into this contract. You are liable for claims, losses or costs if that proves untrue.

Packing and handling

A packing service cannot include perishable goods, or food and liquids that have been opened.

Flammable liquids — petroleum-based fluids, oil-based paints and the like — are not permitted.

We cannot be held responsible for damage to packed items we did not handle, nor for problems arising from packing materials we did not supply.

We cannot be held responsible for damage where customers, or people acting for them, take part in loading or unloading.

Access, space and unusual requests

We are not responsible for damage arising from unusual requests — moving furniture out through windows, taking the doors off American fridges, or any situation where there is not enough room to manoeuvre because of the dimensions of doors, windows, stairs or hallways.

If the distance between the premises and the vehicle exceeds 15 metres, additional charges may apply.

Work we do not carry out

We cannot do work that requires a specialist — connecting white goods, cookers or similar appliances — unless agreed in advance.

We do not dismantle or disconnect anything containing electrical components, integrated wiring, lighting, plumbing or specialist fittings. Those need a qualified technician, which you arrange.

We do not disconnect or reconnect appliances or fittings, remove or lay floor coverings, or take down and re-hang curtains and blinds.

We will not move items the crew reasonably believes are unsafe to move, or that could cause damage without specialist equipment or structural changes.

We do not clear snow, ice or other obstructions from driveways or access areas at either address.

Changes, extras and delays

Additional items or services not in the quotation may result in revised charges. Extra floors or access difficulties may incur additional costs.

Key exchanges. The quote does not include waiting charges. We allow a 30-minute window, after which a fee of £60 per van applies.

If the move is delayed by something at your end — waiting for access, late key collection, incomplete packing, the property not being ready — additional waiting charges apply at our standard hourly rate, charged in full-hour increments unless otherwise agreed.

A late working surcharge may apply for work after 6pm unless agreed in advance.

We reserve the right to sub-contract some or all of the work. These terms apply in full to any sub-contracted services.

Payment and cancellation

A 20% deposit is required to secure the booking.

The remaining balance must be paid on moving day, before the goods are unloaded.

Cancellations within 24 hours may incur an administration fee.

Customers cannot deduct money from the agreed sum. Any dispute about payment can only be made to our insurance providers after the event. We reserve the legal right to keep goods if no payment is forthcoming.

Non-payment and conduct

We reserve the right to withhold goods if payment is not received. Goods held for non-payment will incur storage charges, and may be auctioned after 28 days if payment remains outstanding.

We reserve the right to discontinue services in cases of abuse or aggression.

Claims and liability

Any damage must be reported within 24 hours. Damage discovered on the day should be brought to the crew's attention immediately.

All claims must be made in writing within 7 days of the move. Claims made after that period will not be considered — this is an insurer requirement, not our preference.

A £350 excess applies to initiate an insurance claim.

Liability is capped at £25,000 per vehicle unless higher cover is arranged in writing beforehand.

We may repair, replace or compensate for items as appropriate.

We are not liable for: wear and tear; fire; vermin or infestation; gradual deterioration; leakage or evaporation; electrical or mechanical derangement without external impact; self-packed contents within wardrobes, drawers, packages or appliances; or damage, delays or problems caused by lifts or communal areas being broken, unavailable or unsuitable for use.

The agreement

These terms, together with our quotation, form the entire agreement and supersede all verbal statements. Any variation must be agreed in writing.

This contract is governed by the laws of England and Wales, or Scotland where applicable to our principal place of business.

Questions about any of this

Ring 020 3355 1423, WhatsApp 07356 064 660 or email info@fastiya.com. We would far rather explain a clause before you book than argue about it afterwards.

Fastiya Logistics Ltd, company number 15792137, 38 Trinity Road, Tooting Bec, London SW17 7RE. Last updated September 2026.