1. Scope of these Terms

1.1 These Terms apply to all private customer and small business customer enquiries, surveys, quotations, bookings, deposits, payments and services supplied by Falcon Group within the United Kingdom.

1.2 By requesting a quotation, booking a survey, accepting a quotation, paying a deposit, making full payment, resuming a saved quote, or allowing Falcon Group to carry out any service, the customer agrees to be bound by these Terms.

1.3 These Terms apply to services booked through Falcon Group’s website, email, telephone, WhatsApp, SMS, video survey, home survey or any other booking channel used by Falcon Group.

1.4 Where the customer is a business customer, any legal rights that apply only to consumers shall not apply except where mandatory law says otherwise.

2. Services covered

2.1 Falcon Group currently offers the following services within the United Kingdom only:

• Home removals
• Man and van services
• Furniture and appliance delivery
• Piano moving
• Packing services
• Dismantling and assembly services
• Live video surveys and home surveys
• Instant quote, reviewed fixed quote and hourly service quotations

2.2 Falcon Group does not currently offer international removals, vehicle transport or storage services unless expressly agreed in writing.

2.3 Falcon Group may refuse any booking where the requested work is unsafe, unlawful, impractical, outside agreed scope, or materially different from the information originally supplied by the customer.

3. Quotes, surveys and booking status

3.1 Quotations are based strictly on the information supplied by the customer, including but not limited to inventory, addresses, stairs, lift access, parking, long carry distance, restricted access, special items, assembly requirements, waiting risk and preferred timing.

3.2 Any instant quote, fixed quote, hourly quote, live video survey result, home survey result or saved quote may be revised if the customer’s information is incomplete, inaccurate or later changes.

3.3 A saved quote or draft booking does not reserve Falcon Group’s crew, vehicle or calendar slot. A booking becomes confirmed only when Falcon Group accepts it and the required deposit or full payment has been received.

3.4 Where a quote is produced from a live video survey or home survey, the quote remains subject to any items, conditions, access issues or special requirements not disclosed or not visible at the time of survey.

3.5 Hourly services are charged on the basis agreed in the quote together with any authorised additional waiting time, overtime, access charges, labour or other extras.

4. Customer obligations

4.1 The customer must provide full, accurate and up-to-date information before booking and before the move date.

4.2 The customer must disclose, where applicable:

• all items to be moved and any items not to be moved;
• fragile, valuable, oversized, awkward, heavy or specialist items;
• stairs, floors, lift access, narrow hallways, restricted turns or other access limitations;
• parking arrangements, permits, loading restrictions and carry distance from property to vehicle;
• assembly / dismantling requirements;
• window removal, TV wall mount removal or other specialist access work;
• whether packing services are required;
• any changes to addresses, dates, times or contact details.

4.3 Unless a packing service has been booked, the customer is responsible for ensuring that goods are suitably packed, labelled and made ready for transport before Falcon Group arrives.

4.4 Unless otherwise agreed in writing, furniture should be emptied, appliances should be disconnected and safe to move, and fridges/freezers should be defrosted and dry before collection.

4.5 The customer must ensure there is safe and lawful access to the collection and delivery premises and must be present, or arrange for a competent representative to be present, at collection and delivery.

4.6 The customer is responsible for arranging any required parking permissions or permits and remains responsible for any fines, charges, tow-away costs, parking fees or third-party costs caused by lack of lawful access or permitted parking, except to the extent caused directly by Falcon Group’s own fault.

5. Prices, deposits, balance and additional charges

5.1 Falcon Group is not currently VAT-registered. Unless expressly stated otherwise, quoted prices do not include VAT.

5.2 Unless expressly stated otherwise in writing, quoted prices include fuel but do not include waiting time, stairs, long carry charges, restricted access charges, parking charges, extra labour, out-of-hours work, bank holiday work, specialist dismantling, TV wall mount removal, window removal or other non-standard requirements.

5.3 Extra charges may apply for, without limitation:

• stairs;
• assembly and dismantling;
• packing labour and packing materials;
• extra movers / helpers;
• waiting time;
• long carry distance;
• restricted access;
• parking not available or paid parking required;
• out-of-hours services;
• bank holiday work;
• TV wall mount removal;
• window removal;
• any material change to inventory, vehicle size, labour requirement, route or scope.

5.4 Falcon Group may request either a deposit or full payment to secure a booking. Where a deposit is accepted, the remaining balance shall be due on the moving day unless Falcon Group expressly agrees a later payment arrangement in writing.

5.5 Falcon Group may suspend, reschedule or refuse to commence or complete services where required payment has not been received.

5.6 Falcon Group uses Stripe and other approved payment channels to process online payments. Payment processing may also be subject to the terms of the relevant payment provider.

6. Changes, cancellation and postponement

6.1 The customer may request changes to the booking by email, telephone or other written method accepted by Falcon Group. Any change to date, time, addresses, scope, inventory, labour, access or extras may result in a revised quotation.

6.2 Where the booking is for removals or transport services to be performed on a specific date or within a specific period, the statutory cooling-off cancellation right does not apply except where mandatory law says otherwise.

6.3 The customer may cancel without cancellation charges by giving at least 24 hours’ notice before the agreed service date/time, unless bespoke work, special-order materials or other non-recoverable costs have already been incurred.

6.4 If the customer cancels or postpones less than 24 hours before the agreed service date/time, Falcon Group may retain all or part of any deposit paid and may charge a reasonable sum to reflect losses actually suffered, including allocated crew time, vehicle time, route planning, administration costs, paid parking/permits, materials ordered, and any loss arising because the slot could not reasonably be re-booked.

6.5 Falcon Group does not charge a separate rescheduling administration fee. However, a revised price may apply where the new date, new scope or new conditions alter the original quotation.

6.6 Where the customer materially changes the job after booking, Falcon Group may issue a revised quotation, request further payment, reschedule the move, or refuse to proceed until revised terms are accepted.

7. Access, arrival, waiting time and failed attendance

7.1 Falcon Group will use reasonable efforts to attend at the agreed date and time window, but timing may be affected by traffic, weather, prior jobs, road closures, access issues, third-party delays and other matters outside Falcon Group’s reasonable control.

7.2 Waiting time is not included unless expressly stated in the quote or booked as an add-on.

7.3 If Falcon Group arrives and cannot gain safe or lawful access, cannot load/unload because the property is not ready, or cannot contact the customer or representative within a reasonable time, Falcon Group may charge waiting time, reschedule the booking, or treat the matter as a customer-caused cancellation.

7.4 Long carry distance, restricted access, unavailable parking, higher floors, missing lift access, window removals or TV wall mount removals may result in additional charges, reduced scope, delays or refusal to proceed where the work would be unsafe or outside the booked service.

8. Goods Falcon Group will not carry unless expressly agreed

8.1 Falcon Group may refuse to move any item that is illegal, unsafe, prohibited, undeclared or unsuitable for the booked service.

8.2 Without limitation, the following are prohibited unless expressly agreed in writing and lawfully handled:

• illegal goods or stolen goods;
• hazardous, corrosive, explosive, flammable or toxic items;
• gas cylinders, fuels, chemicals and dangerous substances;
• live animals;
• cash, coins, deeds, securities or negotiable instruments;
• jewellery, watches and high-value personal valuables;
• items requiring specialist licensing or specialist regulated handling.

8.3 Unless expressly booked, Falcon Group does not disconnect or reconnect plumbing, gas, electrical systems, integrated appliances, satellite equipment, or fixed wall-mounted items, and does not dismantle furniture unless dismantling/assembly has been booked.

9. Liability, basic cover and FalconShield Plus

9.1 General liability position

Falcon Group will exercise reasonable care and skill in carrying out the booked services. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded.

9.2 Basic Cover

Subject to these Terms, Falcon Group’s basic contractual cover for goods while in Falcon Group’s custody during the booked move is limited to:

• up to £250 per item for proven accidental physical damage attributable to Falcon Group; and
• up to £10,000 per load for proven loss caused by fire or theft.

Basic Cover is part of Falcon Group’s contractual liability only. It is not a standalone insurance policy sold to the customer unless expressly stated otherwise in writing.

9.3 Insurance position

Falcon Group states that it maintains public liability, goods in transit and hire and reward insurance appropriate to its operations. Any insurance response remains subject to the relevant insurer’s policy wording, excesses, conditions and exclusions.

9.4 FalconShield Plus

FalconShield Plus is an optional additional cover product available at extra cost where offered by Falcon Group. FalconShield Plus applies only if it is expressly accepted by the customer and confirmed in writing in the quotation, invoice or booking confirmation.

Where FalconShield Plus is purchased, the cover level, declared values, premium, included items, exclusions and any special conditions shall be those stated in the relevant written confirmation.

9.5 Exclusions and limits

To the fullest extent permitted by law, Falcon Group shall not be liable for:

• losses caused by inaccurate or incomplete customer information;
• items not disclosed or not included within the agreed service scope;
• goods packed by the customer or third parties where the damage is attributable to packing;
• pre-existing defects, hidden weaknesses, inherent vice, ordinary wear and tear or electrical/mechanical failure not caused by Falcon Group;
• glass, ceramics, china, artwork, antiques, fragile goods, documents, jewellery, watches, cash and sentimental items unless expressly accepted in writing;
• loss of profit, business interruption, missed appointments, loss of use, loss of earnings, wasted time, hotel costs or other indirect or consequential loss;
• items moved against Falcon Group’s advice or in unsafe conditions;
• loss or damage occurring after delivery has been completed and accepted;
• loss arising from events outside Falcon Group’s reasonable control, including severe weather, road closures, government action, strikes or similar disruption.

Any compensation payable by Falcon Group shall in all cases be limited to the lower of: (a) the reasonable repair cost, (b) the item’s current second-hand market value, or (c) the applicable cover limit under these Terms or the agreed FalconShield Plus confirmation.

10. Claims procedure

10.1 The customer must notify Falcon Group of any alleged loss or damage in writing as soon as reasonably possible and, in any event, within 7 days of delivery.

10.2 Any claim should include, where applicable:

• the booking reference or invoice reference;
• the customer’s name, address, telephone number and email address;
• a clear description of the alleged loss or damage;
• clear photographs of the item or area affected;
• proof of ownership and, where relevant, proof of value;
• any repair estimate, replacement evidence or other supporting material reasonably requested by Falcon Group.

10.3 The customer must not dispose of, repair or materially alter a damaged item before Falcon Group has had a reasonable opportunity to review the claim, except where necessary for safety.

10.4 Falcon Group may request further information, may inspect the goods or location, and may choose to repair, contribute to repair, replace with a reasonable equivalent, or make a payment in settlement up to the applicable limit.

10.5 Failure to provide timely notice and reasonable evidence may reduce or defeat the claim to the extent Falcon Group is prejudiced.

11. Communications, privacy, cookies and third parties

11.1 Falcon Group may communicate with the customer by email, telephone, SMS and WhatsApp for quoting, booking, service updates, payment, customer service and complaint handling.

11.2 Falcon Group uses cookies and Google Analytics on its website and uses Stripe to process payments.

11.3 Falcon Group’s separate Privacy Policy and Cookie Policy explain how personal data is collected, used, shared, retained and protected. Please update the links below to your live page URLs if needed:

• Privacy Policy
• Cookie Policy

11.4 By using Falcon Group’s website, forms and booking channels, the customer acknowledges that Falcon Group may process personal data for quotation, booking, payment, customer service, compliance, analytics and related operational purposes in accordance with its Privacy Policy.

12. Complaints, governing law and miscellaneous

12.1 Any complaint should be sent as soon as reasonably possible to info@falcongroupremovals.co.uk or raised by telephone on 0330 133 5222.

12.2 Falcon Group will review complaints within a reasonable time and may request further information in order to investigate.

12.3 If any part of these Terms is held to be invalid or unenforceable, the remaining parts shall continue in full force and effect.

12.4 Falcon Group may update these Terms from time to time. The version published on the website at the time of booking will apply, unless a later version is expressly agreed in writing.

12.5 These Terms and any non-contractual disputes or claims arising from them shall be governed by the laws of England and Wales. The courts of England and Wales shall have jurisdiction, save to the extent mandatory consumer law provides otherwise.