Terms of Service
Terms of Service
1.1. “Brilliant-Removals” is the trading name for “brilliant-removal.com”.
1.2. By using brilliant-removals.com or “Brilliant-Removals” you agree to all terms and conditions for use of service.
1.3. Terms of service are subject to change without notice as we endeavour to improve our website and services we provide.
1.4. Customers using Brilliant-Removals websites or services must be at least 18 years of age.
1.5. Brilliant-Removals provides removal services for domestic and commercial properties as described on our website.
1.6. Clients’ requesting quotes either online or via phone for booking services – you agree to provide correct and accurate information pertaining to yourself and the services you require. (Brilliant-Removals cannot be responsible for any changes to services or prices where information provided by you has not been accurate, honest, or reliable)
1.7. Quotes provided by us, Brilliant-Removals, offer no guarantee as every will vary and is subject to various factors - each quote is provided with honesty and an estimation based on experience from similar moves.
1.8. Brilliant-Removals has a strict zero-tolerance policy for abuse towards our staff. No form of abuse; verbal or physical will be tolerated and where deemed breached your services will be terminated immediately and your fee will be non-refundable.
2. Quotes and Booking
2.1. The client is responsible for providing accurate information in full when requesting a quote or booking with us either via phone, email, or our online request form.
2.2. Brilliant-Removals will not be held responsible for any information that is incorrect, inaccurate, or otherwise false.
2.3. The client is responsible for informing us prior to booking of any significantly heavy or weighted items. You will receive a quote in line with health and safety of our staffing and vehicle(s) being used.
2.4. The client is responsible for booking suitable service(s) to include suitable staffing and vehicle(s) required.
2.5. Our drivers will refuse to overload any van provided for services and if any load will exceed the weight limit, further loads will be required to split the weight - any additional time is chargeable to you, the client.
2.6. Our staff will not be expected to lift any significantly heavy items without suitable equipment or supporting staff/person(s) physically able to assist.
2.7. Where packing services are requested and the client provides their own packing supplies, Brilliant-Removals cannot accept responsibility for damages due to quality of packing materials.
2.8. If packing services are not requested, Brilliant-Removals cannot accept responsibility for items inside boxes packed by the client.
2.9. Payments are required in advance, of any booking made with Brilliant-Removals
2.10. Parking is the responsibility of you, the client, when using any of our removal service(s). Please refer to parking section for full details.
2.11. Any break or lunch taken by our staff will not be chargeable, timing will be allocated in addition to your quoted or booked timing. I.e. service total = 8 hours, staff will be allocated for up to 9 hours. Any additional time required for your service is chargeable, discounting any time taken for break or lunch during your service.
2.12. Brilliant-Removals will provide services as described and detailed within our service information or communication with you.
2.13. Booking information will be agreed with our bookings team prior to our team’s arrival. Any changes or subsequent requests that have not been booked or paid for in advance may not be carried out if not feasible.
2.14. For any additional services requested on-site will need to be referred and booked via the office – requiring immediate payment before being carried out.
3. Health and Safety
3.1. Brilliant-Removals has a duty of care to our staff and their wellbeing. The health and welfare of our staff will always be our priority. This can at any given time affect the services we provide without notice.
3.2. The client is responsible for ensuring any property is compliant with health and safety guidelines within any property our staff are requested too. This includes safe entrance and exit routes for staff.
3.3. The client is responsible for disconnecting and reconnecting of appliance(s) by appropriate person(s).
3.4. Brilliant-Removals operates a zero-tolerance policy for abuse towards our employees, physical or verbal.
3.5. All services will be quoted with consideration of our staff and drivers, this may impact the quote or service you receive.
3.6. Significantly weighted items will from time to time incur restrictions, if the total load weight is expected to exceed the maximum load weight, the driver will refuse to overload any vehicle being used. All loads must comply with healthy and safety regulations alongside any laws attaining to the road or traffic acts. Any such loads will be split into two loads to comply with laws and safety regulations.
3.7. Larger items or significant weight will be disassembled (if feasible) to ensure the safety and wellbeing of our team. Any additional time for such requirements is chargeable to you, the client.
3.8. If larger items or significant weighted items are deemed unsuitable to be , and the appropriate level of staffing has not been allocated, such items will not be lifted or otherwise transported if these are found to be in breach of health and safety regulations.
3.9. Any items that contain pesticides or otherwise classified hazardous materials will not be collected, transported, or removed by us. This is strictly prohibited.
3.10. Injuries to staff members occurring whilst providing services to you, that causes your services to be terminated before the paid duration, you will be refunded partial as reasonable.
4.1. When booking any service provided by us “Brilliant-Removals”, you “the client” are responsible for securing parking for all services booked.
4.2. Parking must be reserved or allocated both for your collection address and relocation address – if applicable.
4.3. Parking must be suitable for 3.5 Tonne Luton Vans with tail lift, as provided for most of our services.
4.4. Parking must not be in breach of any restrictions; weight, height, or length. Length must be for 2 car spaces to allow for operation of tail lift.
4.5. Parking must not be in breach of any traffic act or road restrictions, not limited to the following; timing, pedestrian zones, red routes, double yellow lines, and others. Refer to local signage or council for further information. Please check before confirming.
4.6. Parking reserved within controlled zone areas require a permit to park “permit holders or resident only parking”. You, the client, are responsible for providing visitors permits or otherwise accepted permits for parking.
5. Payments and Charges
5.1. Payments are required 7 days in advance for any service(s) requested, where possible.
5.2. Bookings made less than 7 days in advance booked will require payment within 24 hours’ of making the booking.
5.3. Short notice bookings (same day or next day bookings) will require immediate payment within 1 hour of booking.
5.4. Deposit payments of 25% will be applicable for moves where feasible, in-line with our minimum booking policy (25% deposit must total 2 hours or more for that service, fixed pricing will be subject to the same policy).
5.5. Where deposit payment is accepted and paid in advance, the remaining balance of 75% will be due upon our teams’ arrival.
5.6. Brilliant-Removals reserves the right to automatically collect any outstanding payment due or outstanding.
5.7. Services charged hourly are charged as descried, any additional time that is required in addition to time paid for in advance will be chargeable at the hourly rate quoted to you.
5.8. Charges are applicable in increments of 15 minutes.
5.9. For services charged hourly, time will commence on our teams’ arrival at the property address and terminates when all services requested are completed in full.
5.10. The client is responsible for any penalty charges or parking fines that occur for the duration of providing services to you.
6.1. Cancellations made with 7 days’ notice or more will be eligible for a refund in full if payment has been made.
6.2. Cancellations made with notice between 48 hours and 7 days are subject to £50.00 cancellation fee.
6.3. Cancellations made with less than 48 hours’ notice are subject to £100 cancellation fee.
6.4. Cancellations with less than 24 hours’ will be chargeable in full.
6.5. Rescheduling and cancellations are subject to the same conditions, we endeavour to be as accommodating as possible with regards to rescheduling, where possible charges will not be applied if feasible.
6.6. For staffing sickness or inability to attend where we are notified, we will endeavour to provide an alternative member of staff to complete any service scheduled. Short notice replacements will be our priority and any time difference will be accounted for or otherwise compensated when feasible.
6.7. In the event of damage or inability to provide a suitable working vehicle where required for scheduled services we cannot accept responsibility for any cancellation caused due to vehicular breakdowns or fault.
6.8. Services not paid in-line with our payment policy are subject to cancellation.
7. Travel and Delays
7.1. Brilliant-Removals cannot be held responsible for any delays that occur out of our control.
7.2. Charges commence on our staffs’ arrival.
7.3. Brilliant-Removals cannot be held liable for any delays that occur relating to driving delays, parking difficulties or related delays.
7.4. Brilliant-Removals cannot be held responsible for any delays that occur because of third-party involvement i.e. concierge providing access, obstruction to allocated parking, using shared lift/facilities or related delays.
7.5. Arrival delays will be compensated in time only and not of monetary value. Delays are not eligible for refunds.
7.6. Reasonable delays on arrival do not permit the cancellation of services, once staff has been dispatched refunds are not eligible for delays.
7.7. Quoted time for travelling are estimated based on average distance can be subject to change on the day of service. Estimated driving time can be impacted by vehicle weight, height and width restrictions, traffic delays (or congestion), roadworks, road closures, utility works, incidents and accidents, public transport strikes and other varying factors.
7.8. Travelling in the van with our driver(s) is not permitted. In circumstances where this is permitted in advance, the client will not be permitted to distract the driver, change driving directions, provide judgement and will be expected to comply with health and safety regulations and road traffic acts.
7.9. Brilliant-Removals will not be responsible for any delays from collection address – to postcode address, if applicable.
7.10. Services charged hourly will be chargeable for any delays that are not of cause by our driver(s) or staff(s).
7.11. Services charged hourly are not eligible for any refund if time booked is not used in full.
8. Feedback and Disputes
8.1. Feedback is welcomed from all of our clients and service users.
8.2. If you use our service(s) you will be contacted by our bookings team to obtain feedback from service(s) provided. All feedback is encouraged, good and bad, as we strive to provide the best service(s) possible.
8.3. Any complaint must be made in writing and sent within 24 hours of service completion. Complaints can be sent to our bookings team via email to:
8.4. Complaints must contain all details of any concern(s) being disputed. Any subsequent change of complaint or additional complaints will not be considered if not detailed in the original complaint.
8.5. Photographic evidence may be required – where feasible.
8.6. Any complaint received within 24 hours of service completion will receive an acknowledgement within 24 hours and an official response within 7 working days.