FAQ's

Q: Should I include the journey in my loading time allowance?
A: No, you DO NOT pay for the journey time. Simply estimate the total combined minutes required to load at your departure point AND unload at your destination. Please contact us if you need more advice.

Q: What does 'Driver Loading Assistance' actually mean?
A: He will help lift and carry your goods from inside the property to the van, and then into your destination address. If you choose 'non assisted' the driver will stand in the back of the van to arrange your load so it's safe to transport and help hand it out at the other end, but not do any lifting and carrying.

Q: Can I travel with the driver, and does it cost more?
A: Up to two passengers may travel with the driver, and this does not affect the price in any way.

Q: Where are you based, and what areas do you cover?
A: We have vans all over London and we cover the whole M25 area. We will also do nationwide runs which start or end in London.

Q: How much advance notice do you need for a booking?
A: Usually 1 day before is enough, but at weekends the earlier you book the better the chance of getting the exact time you require.

Q: Are there any additional costs or charges?
A: No, except if you go over your chosen Loading Time allowance or a parking fine is incurred. You do NOT pay extra for fuel, stairs, traffic jams, mileage, congestion charge, etc.

Q: What about parking?
A: Our drivers will always try to park legally and close to your property, however ensuring adequate parking is the responsibility of the customer. As such we recommend that you either obtain permission from your council or reserve space outside your property- this will help keep loading time to a minimum and avoid any parking fines. If a penalty charge is incurred we request immediate payment to the driver by the customer. The laws are (loosely) as follows- Double red lines usually means no stopping or loading ever, single reds may have loading bays or time restrictions, double and single yellows usually allow 20 minutes of loading provided the warden can see it taking place (unless there are curb markings/signs saying otherwise).

Q: What if I go over the Loading Time allowance I booked?
A: Overtime is charged at 50p per minute, 75p with driver loading, and £1 if you have requested an additional loader- we do this to try to ensure our next customers can be serviced on schedule. The driver is often able to predict if your load is likely to take longer than you booked, this should help calculate any possible overtime charges. For advice on estimating please contact us.

Q: I've had a cheaper quote- will you beat it?
A: No, we do not price match. We are one of VERY few companies whos prices are fully inclusive and instantly available online- there are no 'hidden' surcharges for things such as mileage, fuel, tolls, traffic jams, extra boxes, stairs, congestion charge, VAT, etc. We price competitively for a service we believe to be of high quality and do not try to undercut others.

Q: Am I charged for the the van to get to my pick up address?
A: No. Price is calculated from your departure point to your destination point.

Q: When does my loading time allowance start and end?
A: It begins when we arrive and stops upon receipt of payment, but DOES NOT get used during the journey.

Q: If I dont use all my time do I get a refund?
A: Sorry, no- prices are calculated on loading time, time of day, day of week, distance, driver help and any additional costs such as Congestion Charge- Load Time alone is a marginal factor. We also block the requested time out and do not take overlapping bookings for that driver. So for the sake of our schedules (and your pockets!) please try to be as accurate as possible in your estimation- contact us if you need advice.

Q: Does my quote include the Congestion Charge?
A: Yes, our quoting system automatically flags any postcode within the CC Zone and factors it into your price.

Q: Do I have to give you a deposit?
A: No- we take bookings on the assumption that you want our service! If you must cancel, please do it AT LEAST 6 (six) hours before our due arrival to avoid incurring the call out charge, which is 50% of your booking fee.

Q: Can I pay by credit card?
A: Our drivers do not have mobile credit card facilities and we do not take pre-payments in case the job overruns and ends up being more than your booked price. We accept cheques or cash paid directly to the driver after the job is finished.

Q: Am I insured for breakages?
A: Yes, our vans are all comprehensively insured for Hire and Reward, and we also carry £10,000 Goods In Transit insurance plus £1,000,000 Public Liability insurance. We can also arrange additional specific item insurance for you if you wish. Obviously we treat all items with great care, and our vans carry straps, blankets, tools and trollies for safety and protection.

Q: Do you have breakdown cover?
A: Yes, we have full AA cover with onward journey protection. This means even in the event of a breakdown the van would be towed to your destination with the load. Of course, all our vans are regularly serviced and carry spare wheels.

Q: Will you do clearances or take things to a Dump?
A: It's possible, but councils will charge you around £45 for commercial tipping. Also we will not take any toxic or loose waste, nor any badly soiled items or loads.

Q: Can you do full house removals?
A: It is possible but obviously we are limited by the size of our vans- we mainly do light moves in urban areas, eg. 1 or 2 bed flats or furniture delivery. We are essentially a goods taxi service rather than a full removals company!

Q: What about longer runs?
A: We are happy to do them, although after around 150 miles it tends to become less economical for you as our mileage prices are set for city driving. If you want delivery of a small number of items we can tender it onto our trade courier network for a competitive price.

Q: How will I know you are definately coming?
A: Apart from your confirmation email we will also remind you the day before your booking, and then again as we approach your pick up time on the day.

Q: What if you are late?
A: We try to factor most eventualities into our schedules, such as traffic jams and overunning jobs. However we take punctuality very seriously, and to this end if we are ever more than 60 minutes late we will give you a 10% reduction of your booking fee, even if it is entirely beyond our control.

Q: Should I tip the driver?
A: If they have exceeded your expectations, then feel free! You are under absolutely no obligation to do so, and should in no way feel pressured to.