Terms & Conditions

Effective date: 19/08/2025

1. AGREEMENT TO TERMS

These Terms of Use constitute a legally binding agreement made between you, whether personally or on behalf of an entity ("you," "service provider," "driver,") and URemovals Ltd ("Company," "URemovals," "we," "us," or "our"), concerning your access to and use of the https://uremovals.com website as well as any other media form, media channel, mobile website or mobile application related, linked, or otherwise connected thereto (collectively, the "Site"). We are registered in the United Kingdom and have our registered address: 82A James Carter Road, Mildenhall, IP28 7DE, United Kingdom | Company number: 14366711. You agree that by accessing the Site, you have read, understood, and agreed to be bound by all of these Terms of Use. IF YOU DO NOT AGREE WITH ALL OF THESE TERMS OF USE, THEN YOU ARE EXPRESSLY PROHIBITED FROM USING THE SITE AND YOU MUST DISCONTINUE USE IMMEDIATELY.

URemovals offer man and van service providers across the UK the chance to have their quotes appear to live online for customers to book instantly. Man and van drivers wishing to use URemovals' service acknowledge having read and agreed to the following Terms and Conditions:

URemovals is a booking agent for independent Man + Van operators. URemovals take no responsibility for the individual actions of any man + van operators. All independent Man + Van operators will on request provide you with their driving licence and insurance documentation. These terms and conditions will apply when you access the website (the 'Website') and should be read in conjunction with the Privacy Policy and other applicable terms which may relate to the services provided through the Website. If you use the Website you agree to be bound by these terms and conditions.

Supplemental terms and conditions or documents that may be posted on the Site from time to time are hereby expressly incorporated herein by reference. We reserve the right, in our sole discretion, to make changes or modifications to these Terms of Use from time to time. We will alert you about any changes by updating the “Last Updated” date of these Terms of Use, and you waive any right to receive specific notice of each such change. Please ensure that you check the applicable Terms every time you use our Site so that you understand which Terms apply. You will be subject to and will be deemed to have been made aware of and to have accepted, the changes in any revised Terms of Use by your continued use of the Site after the date such revised Terms of Use are posted.

The information provided on the Site is not intended for distribution to or use by any person or entity in any jurisdiction or country where such distribution or use would be contrary to law or regulation or which would subject us to any registration requirement within such jurisdiction or country. Accordingly, those persons who choose to access the Site from other locations do so on their own initiative and are solely responsible for compliance with local laws, if and to the extent local laws are applicable.

The Site is intended for users who are at least 18 years old. Persons under the age of 18 are not permitted to use or register for the Site as a service provider.

URemovals reserves the right to terminate this agreement with a service provider for a material breach of these terms.

2. INTELLECTUAL PROPERTY RIGHTS

Each Man and Van service provider chooses their own logo or profile picture when registering with URemovals. We holds no responsibility for the images displayed on providers’ profiles. If you believe there is a copyright infringement, please contact URemovals, and we will promptly remove the image.

Unless otherwise indicated, the Site is our proprietary property and all source code, databases, functionality, software, website designs, audio, video, text, photographs, and graphics on the Site (collectively, the “Content”) and the trademarks, service marks, and logos contained therein (the “Marks”) are owned or controlled by us or licensed to us, and are protected by copyright and trademark laws and various other intellectual property rights and unfair competition laws of the United Kingdom, international copyright laws, and international conventions. The Content and the Marks are provided on the Site “AS IS” for your information and personal use only. Except as expressly provided in these Terms of Use, no part of the Site and no Content or Marks may be copied, reproduced, aggregated, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted, distributed, sold, licensed, or otherwise exploited for any commercial purpose whatsoever, without our express prior written permission.

Provided that you are eligible to use the Site, you are granted a limited license to access and use the Site and to download or print a copy of any portion of the Content to which you have properly gained access solely for your personal, non-commercial use. We reserve all rights not expressly granted to you in and to the Site, the Content and the Marks.


3. USER REPRESENTATIONS

User Warranties

By using the Site, you represent and warrant that: (1) all registration information you submit will be true, accurate, current, and complete; (2) you will maintain the accuracy of such information and promptly update it as necessary; (3) you have the legal capacity to agree to these Terms of Use; (4) you will not use the Site for any illegal or unauthorized purpose; and (5) your use of the Site will not violate any applicable law or regulation.

Account Accuracy and Security

If you provide any information that is untrue, inaccurate, not current, or incomplete, we reserve the right to suspend or terminate your account. We may also deactivate an account at any time if we suspect a breach of these Terms and Conditions, in the event of abusive or threatening behaviour, or if we believe the security of the URemovals Site is at risk.

Breach of Terms and Consequences

If you breach, or are suspected of breaching, any part of these Terms and Conditions, we reserve the right to take any of the following actions, with or without notice:

  • Temporarily suspend or permanently terminate your account and access to the Site.
  • Withhold any payments due to you pending the outcome of an investigation, particularly in cases of suspected fraud, customer disputes, or financial misconduct.
  • Remove or edit any content you have posted that is found to be in violation of our policies.
  • Take technical measures to prevent your future access to the Site, including blocking IP addresses.
  • Pursue appropriate legal action as necessary.


4. PROHIBITED ACTIVITIES

You may not access or use the Site for any purpose other than that for which we make the Site available. The Site may not be used in connection with any commercial endeavours except those that are specifically endorsed or approved by us.

As a user of the Site, you agree not to:

  • Systematically retrieve data or other content from the Site to create or compile, directly or indirectly, a collection, compilation, database, or directory without written permission from us.
  • Trick, defraud, or mislead us and other users, especially in any attempt to learn sensitive account information such as user passwords.
  • Circumvent, disable, or otherwise interfere with security-related features of the Site, including features that prevent or restrict the use or copying of any Content or enforce limitations on the use of the Site and/or the Content contained therein.
  • Disparage, tarnish, or otherwise harm, in our opinion, us and/or the Site.
  • Use any information obtained from the Site in order to harass, abuse, or harm another person.
  • Make improper use of our support services or submit false reports of abuse or misconduct.
  • Use the Site in a manner inconsistent with any applicable laws or regulations.
  • Engage in unauthorized framing of or linking to the Site.
  • Upload or transmit (or attempt to upload or to transmit) viruses, Trojan horses, or other material, including excessive use of capital letters and spamming (continuous posting of repetitive text), that interferes with any party’s uninterrupted use and enjoyment of the Site or modifies, impairs, disrupts, alters, or interferes with the use, features, functions, operation, or maintenance of the Site.
  • Engage in any automated use of the system, such as using scripts to send comments or messages, or using any data mining, robots, or similar data gathering and extraction tools.
  • Delete the copyright or other proprietary rights notice from any Content.
  • Attempt to impersonate another user or person or use the username of another user.
  • Upload or transmit (or attempt to upload or to transmit) any material that acts as a passive or active information collection or transmission mechanism, including without limitation, clear graphics interchange formats (“gifs”), 1×1 pixels, web bugs, cookies, or other similar devices (sometimes referred to as “spyware” or “passive collection mechanisms” or “pcms”).
  • Interfere with, disrupt, or create an undue burden on the Site or the networks or services connected to the Site.
  • Harass, annoy, intimidate, or threaten any of our employees or agents engaged in providing any portion of the Site to you.
  • Attempt to bypass any measures of the Site designed to prevent or restrict access to the Site, or any portion of the Site.
  • Copy or adapt the Site’s software, including but not limited to Flash, PHP, HTML, JavaScript, or other code.
  • Except as permitted by applicable law, decipher, decompile, disassemble, or reverse engineer any of the software comprising or in any way making up a part of the Site.
  • Except as may be the result of standard search engine or Internet browser usage, use, launch, develop, or distribute any automated system, including without limitation, any spider, robot, cheat utility, scraper, or offline reader that accesses the Site, or using or launching any unauthorized script or other software.
  • Use a buying agent or purchasing agent to make purchases on the Site.
  • Make any unauthorized use of the Site, including collecting usernames and/or email addresses of users by electronic or other means for the purpose of sending unsolicited email, or creating user accounts by automated means or under false pretences.
  • Use the Site as part of any effort to compete with us or otherwise use the Site and/or the Content for any revenue-generating endeavour or commercial enterprise.
  • Use the Site to advertise or offer to sell goods and services.
  • Sell or otherwise transfer your profile.


5. GUIDELINES FOR REVIEWS

All users providing reviews or other content on our platform must adhere to our full Customer Review Policy, which is incorporated into these Terms and Conditions.

Reviews must be truthful and based on a genuine, first-hand experience. In line with UK law, fake reviews and undisclosed incentivised reviews are prohibited. We investigate reported content and will remove any that violates our policy, but we do not suppress or remove genuine reviews simply because they are negative.

By posting a review or any other content on our site ("User Content"), you grant URemovals Ltd a perpetual, non-exclusive, worldwide, royalty-free, fully-paid, assignable, and sublicensable right to reproduce, modify, translate, distribute, and display that content.


6. SUBMISSIONS

You acknowledge and agree that any questions, comments, suggestions, ideas, feedback, or other information regarding the Site ("Submissions") provided by you to us are non-confidential and shall become our sole property. We shall own exclusive rights, including all intellectual property rights, and shall be entitled to the unrestricted use and dissemination of these Submissions for any lawful purpose, commercial or otherwise, without acknowledgement or compensation to you. You hereby waive all moral rights to any such Submissions, and you hereby warrant that any such Submissions are original with you or that you have the right to submit such Submissions. You agree there shall be no recourse against us for any alleged or actual infringement or misappropriation of any proprietary right in your Submissions.


7. THIRD-PARTY WEBSITE AND CONTENT

The Site may contain (or you may be sent via the Site) links to other websites ("Third-Party Websites") as well as articles, photographs, text, graphics, pictures, designs, music, sound, video, information, applications, software, and other content or items belonging to or originating from third parties ("Third-Party Content"). Such Third-Party Websites and Third-Party Content are not investigated, monitored, or checked for accuracy, appropriateness, or completeness by us, and we are not responsible for any Third-Party Websites accessed through the Site or any Third-Party Content posted on, available through, or installed from the Site, including the content, accuracy, offensiveness, opinions, reliability, privacy practices, or other policies of or contained in the Third-Party Websites or the Third-Party Content. Inclusion of, linking to, or permitting the use or installation of any Third-Party Websites or any Third-Party Content does not imply approval or endorsement thereof by us. If you decide to leave the Site and access the Third-Party Websites or to use or install any Third-Party Content, you do so at your own risk, and you should be aware these Terms of Use no longer govern. You should review the applicable terms and policies, including privacy and data gathering practices, of any website to which you navigate from the Site or relating to any applications you use or install from the Site. Any purchases you make through Third-Party Websites will be through other websites and from other companies, and we take no responsibility whatsoever in relation to such purchases which are exclusively between you and the applicable third party. You agree and acknowledge that we do not endorse the products or services offered on Third-Party Websites and you shall hold us harmless from any harm caused by your purchase of such products or services. Additionally, you shall hold us harmless from any losses sustained by you or harm caused to you relating to or resulting in any way from any Third-Party Content or any contact with Third-Party Websites.


8. SITE MANAGEMENT

We reserve the right, but not the obligation, to: (1) monitor the Site for violations of these Terms of Use; (2) take appropriate legal action against anyone who, in our sole discretion, violates the law or these Terms of Use, including without limitation, reporting such user to law enforcement authorities; (3) in our sole discretion and without limitation, refuse, restrict access to, limit the availability of, or disable (to the extent technologically feasible) any of your Contributions or any portion thereof; (4) in our sole discretion and without limitation, notice, or liability, to remove from the Site or otherwise disable all files and content that are excessive in size or are in any way burdensome to our systems; and (5) otherwise manage the Site in a manner designed to protect our rights and property and to facilitate the proper functioning of the Site.


9. PRIVACY POLICY

We care about data privacy and security. Please review our Privacy Policy. By using the Site, you agree to be bound by our Privacy Policy, which is incorporated into these Terms of Use. Please be advised the Site is hosted in the United Kingdom. If you access the Site from any other region of the world with laws or other requirements governing personal data collection, use, or disclosure that differ from applicable laws in the United Kingdom, then through your continued use of the Site, you are transferring your data to the United Kingdom, and you agree to have your data transferred to and processed in the United Kingdom.


10. COPYRIGHT INFRINGEMENTS

We respect the intellectual property rights of others. If you believe that any material available on or through the Site infringes upon any copyright you own or control, please immediately notify us using the contact information provided below (a “Notification”). A copy of your Notification will be sent to the person who posted or stored the material addressed in the Notification. Please be advised that pursuant to applicable law you may be held liable for damages if you make material misrepresentations in a Notification. Thus, if you are not sure that material located on or linked to by the Site infringes your copyright, you should consider first contacting an attorney.


11. TERM AND TERMINATION

These Terms of Use shall remain in full force and effect while you use the Site. WITHOUT LIMITING ANY OTHER PROVISION OF THESE TERMS OF USE, WE RESERVE THE RIGHT TO, IN OUR SOLE DISCRETION AND WITHOUT NOTICE OR LIABILITY, DENY ACCESS TO AND USE OF THE SITE (INCLUDING BLOCKING CERTAIN IP ADDRESSES), TO ANY PERSON FOR BREACH OF ANY REPRESENTATION, WARRANTY, OR COVENANT CONTAINED IN THESE TERMS OF USE OR OF ANY APPLICABLE LAW OR REGULATION. WE MAY TERMINATE YOUR USE OR PARTICIPATION IN THE SITE OR DELETE YOUR ACCOUNT AND ANY CONTENT OR INFORMATION THAT YOU POSTED AT ANY TIME, WITHOUT WARNING, IN OUR SOLE DISCRETION.

If we terminate or suspend your account for any reason, you are prohibited from registering and creating a new account under your name, a fake or borrowed name, or the name of any third party, even if you may be acting on behalf of the third party. In addition to terminating or suspending your account, we reserve the right to take appropriate legal action, including without limitation pursuing civil, criminal, and injunctive redress.


12. MODIFICATIONS AND INTERRUPTIONS

We reserve the right to change, modify, or remove the contents of the Site at any time or for any reason at our sole discretion without notice. However, we have no obligation to update any information on our Site. We also reserve the right to modify or discontinue all or part of the Site without notice at any time. We will not be liable to you or any third party for any modification, price change, suspension, or discontinuance of the Site.

We cannot guarantee the Site will be available at all times. We may experience hardware, software, or other problems or need to perform maintenance related to the Site, resulting in interruptions, delays, or errors. We reserve the right to change, revise, update, suspend, discontinue, or otherwise modify the Site at any time or for any reason without notice to you. You agree that we have no liability whatsoever for any loss, damage, or inconvenience caused by your inability to access or use the Site during any downtime or discontinuance of the Site. Nothing in these Terms of Use will be construed to obligate us to maintain and support the Site or to supply any corrections, updates, or releases in connection therewith.


13. GOVERNING LAW 

These conditions are governed by and interpreted following the laws of the United Kingdom, and the use of the United Nations Convention of Contracts for the International Sale of Goods is expressly excluded. If your habitual residence is in the EU, and you are a consumer, you additionally possess the protection provided to you by obligatory provisions of the law of your country of residence. URemovals Ltd ("Company," "URemovals," "we," "us," or "our") and yourself both agree to submit to the non-exclusive jurisdiction of the courts of London, which means that you may make a claim to defend your consumer protection rights in regards to these Conditions of Use in the United Kingdom, or in the EU country in which you reside.


14. DISPUTE RESOLUTION

Our Commitment to Resolution

We are committed to resolving any issues fairly and promptly. If you have a complaint regarding a service provided by a driver, we strongly encourage you to contact us directly in the first instance. This gives us the opportunity to investigate the matter thoroughly and work with you and the service provider to find a satisfactory resolution.

Your Statutory Rights

Please note that our internal complaints process does not affect your statutory rights. You are free to leave a review detailing your genuine experience on any platform at any time. We believe that engaging with our resolution process first is the most effective way to solve problems, but it is not a mandatory requirement before sharing your feedback publicly.

Customer-Provider Complaints Process

  • Initial Complaint: We will inform a driver via email of any complaint submitted by a customer. We allow 7 working days from that initial email for the driver to respond. If no response is received, we will send a follow-up email. In the event of continued non-response, URemovals will resolve the complaint on the driver's behalf.
  • Lapsed Complaints: Any complaint under investigation will be considered closed if the customer fails to respond to our correspondence for a period longer than 28 days.
  • Mediation Service: If a complaint cannot be resolved directly, we offer the option of a one-hour Complaint Mediation Telephone Appointment between the customer, the driver, and a URemovals mediator. Service providers are expected to make themselves available for this process. If a driver fails to participate, URemovals may settle the complaint on their behalf.
  • Court Proceedings: In the event a dispute between a customer and a service provider proceeds to Court, URemovals may, upon the driver's request, assist in issuing a claim notice for disputes over £500. The driver remains solely liable for any resulting counterclaim.

Disputes with URemovals Ltd (Formal Negotiations and Arbitration)

Informal Negotiations: To expedite resolution and control the cost of any dispute, controversy or claim related to these Terms of Use (each "Dispute" and collectively, the “Disputes”) brought by either you or us (individually, a “Party” and collectively, the “Parties”), the Parties agree to first attempt to negotiate any Dispute (except those Disputes expressly provided below) informally for at least thirty (30) days before initiating the arbitration. Such informal negotiations commence upon written notice from one Party to the other Party.

Binding Arbitration: Any dispute arising from the relationships between the Parties to this contract shall be determined by one arbitrator who will be chosen in accordance with the Arbitration and Internal Rules of the European Court of Arbitration being part of the European Centre of Arbitration having its seat in Strasbourg, and which are in force at the time the application for arbitration is filed, and of which adoption of this clause constitutes acceptance. The seat of arbitration shall be Southampton, United Kingdom. The language of the proceedings shall be English. Applicable rules of substantive law shall be the law of the United Kingdom.

Restrictions: The Parties agree that any arbitration shall be limited to the Dispute between the Parties individually. To the full extent permitted by law, (a) no arbitration shall be joined with any other proceeding; (b) there is no right or authority for any Dispute to be arbitrated on a class-action basis or to utilize class action procedures; and (c) there is no right or authority for any Dispute to be brought in a purported representative capacity on behalf of the general public or any other persons.

Exceptions to Informal Negotiations and Arbitration: The Parties agree that the following Disputes are not subject to the above provisions concerning informal negotiations and binding arbitration: (a) any Disputes seeking to enforce or protect, or concerning the validity of, any of the intellectual property rights of a Party; (b) any Dispute related to, or arising from, allegations of theft, piracy, invasion of privacy, or unauthorized use; and (c) any claim for injunctive relief. If this provision is found to be illegal or unenforceable, then neither Party will elect to arbitrate any Dispute falling within that portion of this provision found to be illegal or unenforceable and such Dispute shall be decided by a court of competent jurisdiction within the courts listed for jurisdiction above, and the Parties agree to submit to the personal jurisdiction of that court.


15. WHAT WE DO

We aim to provide a pier-to-pier sharing platform where you ("the customer") and businesses that provide transport services ("service providers") can find each other. URemovals does not provide any transport services whatsoever.

It is up to you to select the transport supplier on the basis of the service you require.

Please note that with regard to any transaction made between you and your chosen service provider, the resulting legal contract is between you both and not between you and URemovals.

The drivers allocated and scheduled to service your specified needs are not employees of URemovals and are self-employed or registered company contractors who operate their own vehicles.


15.1 REFERRAL PROGRAM

Our Referral Program allows users to share a unique referral link. When a new customer visits our website through a referral link and books a service priced at £175.00 or more, the new customer will receive a £10.00 discount on their booking. Additionally, if the booked service is priced at £275.00 or more, the referrer will receive a £20.00 Amazon gift card. To qualify for these rewards, the referred booking must be completed and paid in full. URemovals reserves the right to modify or terminate the Referral Program at any time without prior notice.

A, Eligible Referrer

To be "Eligible," a Referrer must:

  1. Be a legal resident of the United Kingdom; and
  2. Be at least 18 years old.

B, Making a Referral

  1. Referrers must respect the spirit of the Program by only referring real individuals who meet the requirements of these Terms and Conditions. Referrers cannot refer themselves. For example, a Referrer may not create multiple or fake accounts with URemovals or participate in the program using multiple or fake email addresses or identities.


16. CORRECTIONS

There may be information on the Site that contains typographical errors, inaccuracies, or omissions, including descriptions, pricing, availability, and various other information. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update the information on the Site at any time, without prior notice. However, we do not guarantee that any such errors, inaccuracies, or omissions will be corrected immediately.


17. DISCLAIMER

THE SITE IS PROVIDED ON AN AS-IS AND AS-AVAILABLE BASIS. YOU AGREE THAT YOUR USE OF THE SITE AND OUR SERVICES WILL BE AT YOUR SOLE RISK. TO THE FULLEST EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, IN CONNECTION WITH THE SITE AND YOUR USE THEREOF, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE MAKE NO WARRANTIES OR REPRESENTATIONS ABOUT THE ACCURACY OR COMPLETENESS OF THE SITE’S CONTENT OR THE CONTENT OF ANY WEBSITES LINKED TO THE SITE AND WE WILL ASSUME NO LIABILITY OR RESPONSIBILITY FOR ANY (1) ERRORS, MISTAKES, OR INACCURACIES OF CONTENT AND MATERIALS, (2) PERSONAL INJURY OR PROPERTY DAMAGE, OF ANY NATURE WHATSOEVER, RESULTING FROM YOUR ACCESS TO AND USE OF THE SITE, (3) ANY UNAUTHORIZED ACCESS TO OR USE OF OUR SECURE SERVERS AND/OR ANY AND ALL PERSONAL INFORMATION AND/OR FINANCIAL INFORMATION STORED THEREIN, (4) ANY INTERRUPTION OR CESSATION OF TRANSMISSION TO OR FROM THE SITE, (5) ANY BUGS, VIRUSES, TROJAN HORSES, OR THE LIKE WHICH MAY BE TRANSMITTED TO OR THROUGH THE SITE BY ANY THIRD PARTY, AND/OR (6) ANY ERRORS OR OMISSIONS IN ANY CONTENT AND MATERIALS OR FOR ANY LOSS OR DAMAGE OF ANY KIND INCURRED AS A RESULT OF THE USE OF ANY CONTENT POSTED, TRANSMITTED, OR OTHERWISE MADE AVAILABLE VIA THE SITE. WE DO NOT WARRANT, ENDORSE, GUARANTEE, OR ASSUME RESPONSIBILITY FOR ANY PRODUCT OR SERVICE ADVERTISED OR OFFERED BY A THIRD PARTY THROUGH THE SITE, ANY HYPERLINKED WEBSITE, OR ANY WEBSITE OR MOBILE APPLICATION FEATURED IN ANY BANNER OR OTHER ADVERTISING, AND WE WILL NOT BE A PARTY TO OR IN ANY WAY BE RESPONSIBLE FOR MONITORING ANY TRANSACTION BETWEEN YOU AND ANY THIRD-PARTY PROVIDERS OF PRODUCTS OR SERVICES. AS WITH THE PURCHASE OF A PRODUCT OR SERVICE THROUGH ANY MEDIUM OR IN ANY ENVIRONMENT, YOU SHOULD USE YOUR BEST JUDGMENT AND EXERCISE CAUTION WHERE APPROPRIATE.


18. LIMITATIONS OF LIABILITY

IN NO EVENT WILL WE OR OUR DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY DIRECT, INDIRECT, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFIT, LOST REVENUE, LOSS OF DATA, OR OTHER DAMAGES ARISING FROM YOUR USE OF THE SITE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. NOTWITHSTANDING ANYTHING TO THE CONTRARY CONTAINED HEREIN, OUR LIABILITY TO YOU FOR ANY CAUSE WHATSOEVER AND REGARDLESS OF THE FORM OF THE ACTION, WILL AT ALL TIMES BE LIMITED TO THE AMOUNT PAID, IF ANY, BY YOU TO US DURING THE SIX (6) MONTH PERIOD PRIOR TO ANY CAUSE OF ACTION ARISING. CERTAIN UK LAWS, INCLUDING THE CONSUMER RIGHTS ACT 2015, DO NOT ALLOW DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS.


19. INDEMNIFICATION

You agree to defend, indemnify, and hold us harmless, including our subsidiaries, affiliates, and all of our respective officers, agents, partners, and employees, from and against any loss, damage, liability, claim, or demand, including reasonable attorneys’ fees and expenses, made by any third party due to or arising out of: (1) your Contributions; (2) use of the Site; (3) breach of these Terms of Use; (4) any breach of your representations and warranties set forth in these Terms of Use; (5) your violation of the rights of a third party, including but not limited to intellectual property rights; or (6) any overt harmful act toward any other user of the Site with whom you connected via the Site. Notwithstanding the foregoing, we reserve the right, at your expense, to assume the exclusive defense and control of any matter for which you are required to indemnify us, and you agree to cooperate, at your expense, with our defense of such claims. We will use reasonable efforts to notify you of any such claim, action, or proceeding which is subject to this indemnification upon becoming aware of it.


20. USER DATA

We will maintain certain data that you transmit to the Site for the purpose of managing the performance of the Site, as well as data relating to your use of the Site. Although we perform regular routine backups of data, you are solely responsible for all data that you transmit or that relates to any activity you have undertaken using the Site. You agree that we shall have no liability to you for any loss or corruption of any such data, and you hereby waive any right of action against us arising from any such loss or corruption of such data.


21. ELECTRONIC COMMUNICATIONS, TRANSACTIONS, AND SIGNATURES

Visiting the Site, sending us emails, and completing online forms constitute electronic communications. You consent to receive electronic communications, and you agree that all agreements, notices, disclosures, and other communications we provide to you electronically, via email and on the Site, satisfy any legal requirement that such communication be in writing. YOU HEREBY AGREE TO THE USE OF ELECTRONIC SIGNATURES, CONTRACTS, ORDERS, AND OTHER RECORDS, AND TO ELECTRONIC DELIVERY OF NOTICES, POLICIES, AND RECORDS OF TRANSACTIONS INITIATED OR COMPLETED BY US OR VIA THE SITE. You hereby waive any rights or requirements under any statutes, regulations, rules, ordinances, or other laws in any jurisdiction which require an original signature or delivery or retention of non-electronic records, or to payments or the granting of credits by any means other than electronic means.


22. MISCELLANEOUS

These Terms of Use and any policies or operating rules posted by us on the Site or in respect to the Site constitute the entire agreement and understanding between you and us. Our failure to exercise or enforce any right or provision of these Terms of Use shall not operate as a waiver of such right or provision. These Terms of Use operate to the fullest extent permissible by law. We may assign any or all of our rights and obligations to others at any time. We shall not be responsible or liable for any loss, damage, delay, or failure to act caused by any cause beyond our reasonable control. If any provision or part of a provision of these Terms of Use is determined to be unlawful, void, or unenforceable, that provision or part of the provision is deemed severable from these Terms of Use and does not affect the validity and enforceability of any remaining provisions. There is no joint venture, partnership, employment or agency relationship created between you and us as a result of these Terms of Use or use of the Site. You agree that these Terms of Use will not be construed against us by virtue of having drafted them. You hereby waive any and all defenses you may have based on the electronic form of these Terms of Use and the lack of signing by the parties hereto to execute these Terms of Use.


23. FEES

Payment and Invoicing Policy

  • Initial Payment: URemovals collects an initial payment to secure the booking date and time. This payment is calculated based on the total booking price.
  • Outstanding Balance: Customers are required to pay the remaining balance directly to the assigned service provider upon job completion. Payment methods may include cash, credit card, or debit card, as agreed directly with the service provider.
  • Receipts and Invoices: URemovals provides a receipt for the initial payment and can issue a formal invoice upon the customer's request. The service provider is solely responsible for issuing a receipt or invoice to the customer for the outstanding balance paid to them.
  • VAT Responsibility: Service providers are responsible for managing and remitting any applicable VAT on the services they provide. Unless explicitly stated otherwise, all prices quoted are exclusive of VAT.
  • Liability Disclaimer: URemovals acts solely as a platform to connect customers with service providers. We do not assume responsibility for a service provider's compliance with their tax or invoicing obligations.

Non-Payment

In the event of non-payment to a service provider, we reserve the right to engage a third-party debt collection agency. Outstanding debts may be reported to credit reference agencies after reasonable attempts to recover the payment have failed, which could affect your credit rating.

Charging Structure and Reserved Time

There is a 30-minute minimum charge on all bookings. After the first 30 minutes, service providers charge for every subsequent half-hour period. When you make a booking, you are reserving a service provider's time and vehicle for a specific block of time, preventing them from accepting other work. For this reason, the charge is for the entire time slot you have booked. If your job is completed in less time than the period you reserved, no refunds or credits will be issued for the unused portion of the time.


23A. PAYMENT DISPUTES AND NON-PAYMENT

The Contractual Relationship

The contract for the moving service and the payment for that service is directly between the customer and the service provider. URemovals facilitates the booking but is not a party to this financial agreement for the remaining balance.

Customer's Obligation

The customer is obligated to pay the remaining balance to the service provider immediately upon completion of the job, as agreed in the booking confirmation made on our platform.

Guidance for Service Providers in Case of Non-Payment

If a customer refuses to pay the remaining balance, it is the service provider's direct responsibility to pursue this breach of contract. We provide the following guidance and platform support:

  • Professional Conduct: Service providers must handle disputes professionally. They must not engage in threatening behaviour or unlawfully withhold the customer's goods after the transport service is complete.
  • Documentation: The service provider should issue a formal invoice for the outstanding amount to the customer.
  • Platform Support: The service provider must report the non-payment to URemovals. We will provide them with copies of all relevant booking documentation (such as the booking confirmation and agreed price) that they may need to support their claim.
  • Legal Action: The service provider is responsible for taking their own steps to recover the debt, which can include sending a "Letter Before Action" and pursuing a claim through the UK's Small Claims Court.
  • Platform Consequences: URemovals takes non-payment seriously. After a brief investigation, if a customer is found to have refused payment without a valid and substantiated reason, we reserve the right to suspend or terminate their account to protect the integrity of our platform and our community of service providers.


24. CANCELLATIONS

You can cancel your booking anytime after you received your booking confirmation. If you cancel at least 48 hours before the booked service is scheduled, you will get a full refund of the initial payment. If you cancel your booking less than 48 hours before the date of the booked service is scheduled you will not be entitled to a refund.

If your selected service provider rejects your booking (due to unforeseen circumstances). In that case, we will endeavour to find a replacement provider or refund your Initial Payment in full if we cannot do so. Meanwhile, if you decide to cancel this booking, we will process a refund straight away. Usually, it takes 3-5 working days.

We are unable to accept any refund requests once the job has been completed and payment has been made to the service provider. (Added on 22/12/24)


25. INSURANCE

URemovals acts as an introductory platform. The contract for service is between you and the service provider. As such, all insurance is held by the service provider, not URemovals. We categorise providers based on the insurance they have confirmed to us, and it is your sole responsibility to select a provider with the level of cover you require.

Insurance Tiers and Verification

Our service providers are categorised into tiers based on the insurance policies they hold. You can see the insurance tier of each provider on their profile page and on the quote you receive, prior to booking.

  1. Vehicle Insurance (Hire & Reward): All service providers on our platform are required to have the appropriate motor insurance (Hire & Reward) that allows them to carry other people's goods for payment.
  2. Goods in Transit (GIT) Insurance: This policy provides cover for your personal belongings against loss or damage while they are in the care of the service provider during the move. This insurance is not held by all providers.
  3. Public Liability (PL) Insurance: This policy provides cover for injury to people or damage to property in your home or at the collection/delivery location that is caused by the service provider. This insurance is not held by all providers.

Your Responsibility to Choose and Verify

It is your sole responsibility to check the insurance status of any service provider before you make a booking. You must choose a provider whose insurance level meets your needs and the value of your goods.

  • By booking a service provider, you confirm that you have checked their insurance level and accept the associated risks.
  • If you require coverage for your belongings during the move, you must select a provider who holds valid Goods in Transit insurance.
  • URemovals does not independently verify the ongoing validity of insurance policies. You are entitled to ask the service provider to show you their insurance documentation before the job commences.

Limitation of Liability

  • URemovals is not an insurance provider and does not offer any insurance cover. Any claim for loss, damage, or injury must be made directly to the service provider and their insurer.
  • If you select a service provider who does not hold Goods in Transit insurance, you acknowledge and agree that your goods are transported entirely at your own risk. URemovals and the service provider will not be liable for any loss or damage.
  • For high-value items, we strongly recommend you ensure you have adequate personal insurance cover, as a provider's policy may have a liability limit.

Passenger Liability

If you choose to travel in the van, you do so at your own risk. Any liability for injury rests solely with the service provider. You should confirm with them directly that their vehicle insurance covers the carriage of passengers.

26. YOUR RESPONSIBILITIES

Congestion zone / Road Fees / Ferry Fees: The customer is responsible for paying any additional road fees, this includes, but is not limited to, congestion, low emission zones, ferry fees and parking charges. It is the driver's responsibility to collect any monies from the customer to cover these costs.

If the customer requires extra time to complete the job, or if there are additional flights of stairs (when assistance has been ordered), additional stops, or extra trips, the customer will pay any additional fees directly to the driver in cash.

Responsibilities and Duty of Care under UK Waste Regulations (such as the Environmental Protection Act 1990 and Duty of Care Code of Practice):

Where applicable, if you engage a Driver to transport goods to a municipal waste or recycling facility, it is your responsibility to confirm directly with that facility whether the Driver requires any permit, licence, or prior authorisation to access the site and lawfully complete the Job. This may include notifying the relevant local authority of the size and classification of the vehicle, as well as the type and nature of the items being transported. Where any such permit, licence, or authorisation is required, you are solely responsible for obtaining this at your own cost and ensuring full compliance with all applicable legal and regulatory obligations.

If your Job includes the delivery of item(s) to a public waste or recycling facility, the Service Provider may add the cost of any licence or permit fee required if the item(s) are deemed to constitute commercial waste.

During the booking process, you must specify if you require a tip run or intend to recycle any items. Once you have selected and booked your Service Provider, you should contact them as soon as possible to confirm that they are able to manage the disposal of your waste. Please note that additional charges may apply at the discretion of the Service Provider. (added on 20/12/24)

If the trip requires the use of a ferry, you will need to cover the ferry costs yourself, including the return journey for the van.

Van Sizes: It is entirely the customer’s responsibility to choose the correct size vehicle. Our Customer Services Team can give you all the relevant measurements to help you make the right choice or you can view our guide.

The images displayed in the quotes are for reference only; the driver is not required to complete the booking with the exact van shown. Registered service providers manage their profile images, and some may have different van sizes available. They choose which images to display in the public quote list.

The van size selected for your booking represents the minimum size that will arrive. However, a larger van may be sent if needed. If you have specific requirements, such as height or weight restrictions for the vehicle, please inform us by calling 020 806 42103 during office hours to ensure we can accommodate your needs.

Parking: It is the customer’s responsibility to reserve parking. If there is no pre-arranged parking and the service provider receives a parking ticket it will be the customer’s responsibility to pay the penalty amount at the end of the job.

Packing: It is the customer’s responsibility to pack everything properly (unless packing services are requested). URemovals does not accept responsibility for damage or breakage caused by poor packing.

Please make every effort to pack each item for your booked job securely, ensuring it can be transported safely without risk of damage or causing injury to those handling it. All items should be packed and ready before your scheduled job date.

  • Unusual, Unique, and Fragile Items: Our Drivers transport a wide range of items, but certain things are not permitted, including illegal goods, some animals, or hazardous materials. If you wish to move additional items not specified at the time of booking, please note that the Driver may decline to take them. If in doubt, contact us via the Instant Support feature on our Platform before booking. For unlisted items on our Platform, it is highly likely that Drivers will refuse to transport them.
  • Disassembly Required for Transport: If you’re moving an item that can be dismantled (such as a shed, playhouse, aviary, garden furniture, pet cages, or outdoor play equipment), please disassemble it and secure it for transport before the Driver arrives. Keeping all screws and fittings in a labelled bag attached to the furniture can help you reassemble it at your destination. Note that our Drivers carry basic tools but are not responsible for disassembly or reassembly; this is something you’ll need to handle.
  • Pianos: If a piano is included in your booking, please let us know in advance. The piano should be properly secured for transport before the Driver arrives.
  • Flat-Pack Furniture: Flat-pack furniture should not be disassembled, as this can compromise its structural integrity and increase the risk of damage during transit. URemovals and our Service providers do not accept liability for any damages to flat-pack furniture. Drivers are not responsible for disassembling or reassembling any items, including flat-pack furniture.
  • Flat-Screen Televisions: Ensure any wall-mounted TVs are removed and wrapped in a blanket (provided by the Driver) before they are loaded. If a TV is still mounted when the Driver arrives and this was not specified in the original booking, the Driver may refuse to move it.
  • Fridges and Freezers (excluding American models): Ensure all cabinet casings are removed, and the fridge or freezer is defrosted at least 24 hours before moving day. Disconnect the appliance from the power supply and remove all contents. If these steps aren’t completed, the Driver may decline to transport the item. After delivery, it’s recommended to wait 24 hours before switching the appliance back on.
  • American-Style Fridge Freezers: American-style fridge freezers require explicit mention in your booking as they are non-standard size. The Driver may refuse to transport this item if it was not included in the original inventory. As with standard fridges, these should be defrosted, unplugged, and disconnected. Allow 24 hours post-delivery before reconnecting.
  • Washing Machines: Ensure any surrounding cabinet casings are removed, the machine is empty, and it’s fully disconnected from mains water, electricity, and drainage before the Driver arrives.
  • Dishwashers: Remove any cabinet casing, empty the dishwasher, and disconnect it from water and electricity. Complete these steps before the Driver’s arrival.
  • High-Value Items (over £300): For any item in your booking worth over £300, please make sure it’s properly insured against loss or damage, as both our liability and the Driver's liability are limited in these cases.

Dismantling of Furniture etc: It is the customer’s responsibility to dismantle items before our arrival. This is to include any unit, system, furniture or beds unless this service has been requested in the brief description box. Our drivers all carry basic tools. 

Access to the new Property: It is the customer’s responsibility to make sure that all items are able to be moved into the new property (for example, wardrobe, bed, sofa etc). Service providers are not insured for removing any windows or making new entrances to the property.

Customer Delays: If any delay is caused by the customer (e.g. everything is not packed, waiting for keys, incorrect address, etc) our service providers reserve the right to add an extra cost to the final bill.

Changes to the Collection Time: If the customer needs a significant change in their booking and they are more than 48 hours away from the day of moving please cancel the booking and make a new one. We will refund the initial payment of the original booking. If the customer needs any small changes within 48 hours of the confirmed booking, please contact the service provider directly. The service provider’s contact details can be found in the confirmation email.

Customer Conduct: No staff abuse will be tolerated. If the driver is forced to terminate a job because of abuse from a customer, the customer will still be charged in full.

Recycling Centre: If you require the driver to attend your local recycling centre, it is your responsibility to check with the centre you intend to use that a waste disposal licence is not required. In general, our drivers will not carry these. Also, please check if there will be an additional fee for the van entering and using the centre's facilities, as you will be responsible for this charge.


27. NO AGENCIES

Nothing contained herein shall create, or deemed to create, any agency, joint venture or partnership relationship between URemovals and you whatsoever and you should not hold yourselves out as implying any such relationship with us.


28. LOSSES/DAMAGE

We do not accept responsibility for damaged or lost property once the job is complete and payment is made.

Please be advised that self-assembly furniture (such as from Ikea or Argos) is not typically designed for disassembly and reassembly. While our providers will exercise all reasonable care, such items are moved at the customer's own risk due to their inherent structural limitations.


29. DELAYS AND NON-ATTENDANCE

All of our service providers do their very best to be on time, but there may be delays caused by circumstances out of our control (for example, weather, traffic, etc). We do not accept responsibility for any customer losses that are out of our control pick-up/delivery delays. In the event of a delay, you will be contacted prior to your pick up time by the man and van driver or removal service and kept up to date with an estimated time of arrival.

We do not accept responsibility for any customer losses resulting from pick-up or delivery delays that are beyond our control, and we do not offer partial refunds for such delays.

In the highly unlikely event the man and van driver or removal company does not arrive at your pick up address as arranged, please contact our Customer Support Team immediately at info@uremovals.co.uk


30. COMMUNICATIONS FROM US

The information on our website is intended for general purposes only and should not be considered as advice you can rely upon.

If We have your contact details, We may from time to time send you important notices by email. Such notices may relate to matters including, but not limited to, service changes and changes to these Terms and Conditions.

We will never send you marketing emails of any kind without your express consent. If you do give such consent, you may opt-out at any time. Any and all marketing emails sent by Us include an unsubscribe link. If you opt-out of receiving emails from Us at any time, it may take up to 15 business days for Us to comply with your request. During that time, you may continue to receive emails from Us.

For questions or complaints about communications from Us (including, but not limited to marketing emails), please contact Us at info@uremovals.co.uk


31. CONTACT US

In order to resolve a complaint regarding the Site or to receive further information regarding its use, please contact us at:

URemovals Ltd

Registered address: 82A James Carter Road, Mildenhall, IP28 7DE, United Kingdom

Company number: 14366711

Phone: 020 8064 2103

Email: info@uremovals.co.uk