Removals Terms & Conditions, Legal Information & Insurance
Last updated: September 2026
These Terms & Conditions set out the agreement between PERERA Movers (“we”, “us” or “our”) and our Customer (“you”). They apply to removal, transport, packing, clearance and other services supplied by PERERA Movers and should be read together with the quotation and booking confirmation issued for your particular job.
This single page also contains our insurance, licensing, privacy, electronic communications, cookie and website information so customers can find the principal legal information concerning PERERA Movers in one place. Nothing on this page removes or restricts statutory rights that cannot legally be excluded.
1. Services, Quotations & Pricing
“Services” means the removal or related work agreed between PERERA Movers and the Customer. “Goods” means furniture, boxes, personal belongings, office equipment, appliances or other property we agree to handle or transport.
Services may include domestic removals, commercial moves, furniture transport, packing, dismantling and assembly, storage-related transport, clearances and other work described in the Customer’s quotation.
Pricing types
Depending on the job, your quotation may use:
- Fixed Price
- Hourly Rate
- Half Day Rate
- Day Rate
- Another pricing arrangement specifically stated in the quotation
Any services shown as optional are not included unless selected and accepted. A quotation may show estimated duration, minimum hours, additional half-hour rates, package inclusions and other pricing information. Unless expressly described as a fixed price, an estimated total is an estimate rather than a guarantee of the final amount.
A quotation remains subject to availability until the booking has been confirmed. Any quotation validity period stated in writing also applies.
Information used to prepare the quotation
Please tell us before the job if there is a significant change to the quantity of furniture or goods, collection/delivery addresses, property type, floors, stairs or lift availability, vehicle access, parking, packing, dismantling/assembly requirements, heavy or specialist items, or another matter likely to materially change the time or resources required.
A revised quotation or additional charge may be required where the information materially changes.
2. Accepting a Quotation, Deposits, Cancellations & Postponements
When the booking is confirmed
A quotation may be accepted through our electronic customer quotation page or another method approved by PERERA Movers. Where a deposit is required, quotation acceptance alone does not complete the booking.
A booking requiring a deposit is normally secured after the quotation has been accepted, the required deposit has been received or otherwise satisfied, and PERERA Movers has issued the booking confirmation. Where the quotation states that no deposit is required, confirmation may be issued without a deposit.
Booking deposits
PERERA Movers may require a booking deposit. The amount will be clearly shown before payment and may be a percentage of the booking value or a fixed amount. A deposit forms part of the total price and is deducted from the final balance.
More than 48 hours before the job: If you cancel and request a deposit refund more than 48 hours before the agreed starting time, your booking deposit will normally be refundable.
Within 48 hours of the job: If you cancel within 48 hours of the agreed starting time, the deposit will normally be non-refundable and may be retained as a cancellation charge.
Any amount retained remains subject to applicable consumer law and must be reasonable in relation to losses directly caused by the cancellation. Statutory cancellation and refund rights are unaffected.
If PERERA Movers cancels a booking and cannot provide a suitable alternative accepted by the Customer, money paid for services that will not be supplied will be refunded as required by law.
Online and distance-booking rights
Customers entering certain contracts online, by telephone or away from business premises may have legal cancellation rights. Where applicable, those rights take priority over conflicting contractual terms. If you expressly ask for services to begin during an applicable statutory cancellation period, legal rules relating to services already requested or performed may apply.
Postponements and booking changes
Please contact PERERA Movers as soon as possible if you need to change or postpone a booking. Any replacement date is subject to staff and vehicle availability. A late or substantial postponement may be treated similarly to a cancellation where resources have already been reserved or costs incurred.
3. Payments, Additional Work & Final Amount
Extra work and additional charges
The final amount may increase where reasonably necessary because the move takes longer than estimated, additional items or services are requested, an additional collection/delivery is added, access is materially more difficult than disclosed, specialist handling is required, waiting time occurs outside our reasonable control, parking/toll/ferry charges are incurred, or another circumstance materially increases the resources needed.
Where reasonably practicable, we will advise the Customer before carrying out substantial additional work. For hourly services, additional time is charged using the rate and time increment stated in the quotation.
Payment methods and balance
Payment methods may include bank transfer, debit or credit card, cash where agreed, and secure card payment links. Card links may be provided using an external payment-processing provider such as Square.
Deposits already paid are deducted from the outstanding balance. Any approved extra work or additional time may be added to the final amount due. Where the amount changes during the job because additional work is agreed or additional time becomes chargeable, the updated balance is payable when requested.
Payment receipts may be issued electronically by email after a successfully recorded payment.
We do not normally receive or store your full debit or credit card number through our booking and customer management systems.
4. Customer Responsibilities, Access & Work We Do Not Normally Carry Out
Customers must take reasonable care to ensure the information given to PERERA Movers is accurate and that the move can be carried out safely.
- Ensure an authorised person is present where necessary.
- Arrange lawful access to collection and delivery properties.
- Tell us about parking, loading, road, height and other access restrictions.
- Prepare goods and appliances appropriately.
- Remove cash, jewellery, passports, important documents and irreplaceable valuables/data.
- Notify us about high-value, antique, specialist, unusually fragile or very heavy goods.
- Clearly separate items that must not be removed.
- Tell our team about known safety risks.
Specialist work
Unless expressly agreed, PERERA Movers is not contracted to carry out specialist electrical, plumbing, gas, structural or building work. Our staff may decline a task if they reasonably believe it would be unsafe, unlawful, outside the agreed service or likely to cause avoidable damage.
Furniture and appliances
Where dismantling or assembly is included, we will use reasonable care and skill. Some flat-pack, old, specialist, antique, custom-made, previously damaged or weakened furniture may not tolerate dismantling and reassembly, and we may decline the work where the risk is unreasonable.
Unless otherwise agreed, appliances should be disconnected, emptied, drained, cleaned and ready to move before our arrival. Refrigerators and freezers should be appropriately defrosted. Work requiring a qualified electrician, plumber, gas engineer or other specialist must be carried out by an appropriately qualified person.
Excluded and prohibited goods
Unless specifically approved in writing and lawful to transport, prohibited items include explosives, ammunition, gas bottles, dangerous chemicals, illegal drugs, stolen property, uncontrolled hazardous materials, live animals, perishable goods requiring controlled temperatures, and items requiring licences or specialist transport arrangements that have not been obtained.
Ownership, parking, waiting and delays
By presenting Goods for removal, the Customer confirms that they own the Goods or have authority from the owner to arrange their removal.
Unexpected access restrictions may increase the time or resources required. Reasonable parking, toll, permit, ferry or similar expenses directly connected with the booking may be added where not already included. Waiting caused by delayed keys or unavailable access may also become chargeable where it increases the time or resources needed.
PERERA Movers is not responsible for unavoidable disruption caused by events genuinely outside our reasonable control, such as severe weather, serious traffic incidents, road closures, ferry cancellation or similar exceptional events. We will take reasonable steps to communicate significant disruption and minimise its effect.
5. Insurance, Customer Protection, Claims & Waste Licensing
Goods In Transit Insurance
PERERA Movers maintains Goods In Transit insurance for relevant removal and transportation activities. Insurance operates subject to the insurer’s policy wording, exclusions and limits.
Customers must disclose unusually valuable, fragile or specialist items before the service. We may require additional information, photographs, a written inventory or declared values where appropriate.
Public Liability Insurance
PERERA Movers maintains Public Liability Insurance relating to its business activities. Cover remains subject to the applicable insurance policy terms, limits and exclusions.
Customer’s own insurance
Customers should consider whether they require additional insurance for high-value possessions or circumstances outside the scope of our cover. Information on this page is general information about our business insurance and is not itself a contract of insurance.
Customer-packed and fragile goods
Goods packed by the Customer should be packed sufficiently to withstand normal removal handling and transport. Fragile goods should be appropriately protected and identified. Damage caused solely by unsuitable customer packing or a pre-existing defect may affect responsibility for the loss.
Reporting loss or damage
Any concern about loss or damage should be reported as soon as reasonably practicable. Please provide photographs and relevant supporting information where available. Where possible, visible property damage should be brought to the crew’s attention before they leave. Prompt notification helps us investigate while information is still available.
Waste-carrier and clearance services
Where PERERA Movers provides house-clearance or waste-removal services, we operate in accordance with applicable waste-carrier requirements. Items may be reused, donated, recycled or lawfully disposed of where appropriate. The Customer must disclose potentially hazardous waste before collection.
6. WhatsApp, Email, Telephone & Digital Booking Communications
PERERA Movers uses electronic communications to manage enquiries and bookings efficiently. Depending on the booking, we may contact you using email, WhatsApp, telephone, website forms, secure customer quotation/booking pages and payment links.
Our booking and customer management systems may automatically generate service communications following events such as receipt of an enquiry, issue of a quotation, quotation acceptance, a deposit becoming due, receipt of a payment, booking confirmation, booking changes, reminders or completion of a service. Payment receipts may be sent by email.
PERERA Movers may use WhatsApp for enquiry and booking communications where a Customer supplies a mobile number or communicates with us using WhatsApp. WhatsApp is provided by Meta.
Relevant message content, telephone numbers, timestamps and delivery information may be retained where reasonably necessary to manage the enquiry or booking. Customers who prefer not to receive booking communications through WhatsApp may ask us to use email or another appropriate method instead.
Operational enquiry and booking communications are separate from promotional marketing.
Email may be used to send quotations, confirmations, deposit information, payment requests, payment receipts and other booking/service messages. Electronic records showing when communications were generated or sent may be retained as part of the booking history.
7. Privacy, Personal Data, Third-Party Services & Cookies
Personal information
PERERA Movers may collect names, telephone numbers, email addresses, moving addresses, property/access details, service requirements, moving dates/times, quotation and booking information, payment status and transaction references, communications, survey information, photographs supplied by customers, and website/technical usage information.
How we use information
We may use personal information to respond to enquiries, prepare quotations, arrange surveys, administer bookings, perform services, communicate with customers, process and record payments, provide receipts, deal with insurance matters or complaints, maintain appropriate business/accounting records, improve systems and services, prevent fraud or misuse and meet legal obligations.
Depending on the activity, information may be processed because it is necessary to take requested steps before entering into a contract, perform a contract, comply with a legal requirement, pursue an appropriate legitimate interest, or because consent has been provided where consent is required. PERERA Movers does not sell customer personal information.
Service providers
We may use third parties that provide website hosting, email services, WhatsApp/Meta services, payment processing, Google services, website analytics, mapping/address tools, scheduling/calendar facilities, IT systems, security and backups. Information is shared only where reasonably required for the relevant function and those providers may operate under their own privacy terms.
Retention and your rights
Customer information is retained only for as long as reasonably necessary for booking administration, customer service, accounting, insurance, contractual, dispute-resolution or legal requirements.
Depending on the circumstances, UK data-protection law may give you rights relating to access, correction, deletion, restriction, objection and portability. You may contact PERERA Movers to make a request or raise a data-protection complaint. If you remain dissatisfied, you may also have the right to complain to the Information Commissioner’s Office (ICO).
Cookies
The PERERA Movers website may use cookies necessary for website operation. Analytics and other non-essential technologies may also be used where appropriate. Where consent is legally required, visitors should be given the opportunity to accept or reject non-essential cookies. Browser settings can also be used to manage stored cookies.
Website accuracy, external services and accessibility
We take reasonable steps to keep website information accurate, but individual removal requirements vary. Website price examples and general information do not replace a personalised quotation. Your written quotation and booking information take precedence for your particular booking.
Our website may link to websites or services operated by other organisations. PERERA Movers does not control the content, security or privacy practices of independent third-party websites.
We aim to maintain an accessible, mobile-friendly and understandable website. Customers who have difficulty accessing particular information may contact us and we will make reasonable efforts to assist.
8. Consumer Rights, Complaints, Agreement & Governing Law
Quality of service and consumer rights
PERERA Movers will perform contracted services with reasonable care and skill. Rights, remedies and liabilities that cannot legally be excluded or limited remain unaffected.
Complaints and disputes
Customers should contact us promptly if dissatisfied with any aspect of our service. We will review relevant booking information, communications and supporting evidence and make reasonable efforts to resolve complaints fairly.
The complete booking agreement
These Terms & Conditions should be read with the accepted quotation, booking confirmation, accepted additional services and any written variation agreed between PERERA Movers and the Customer. Together those documents form the agreement governing the booking. A specific written term in an accepted quotation may vary a general term on this page, subject always to applicable law.
England and Wales
The agreement is governed by the laws of England and Wales, subject to mandatory consumer rights concerning applicable law or jurisdiction.
Updates
PERERA Movers may update these website Terms & Conditions periodically. The terms applicable to a confirmed booking will normally be those provided or made available when the booking was entered into, together with any later variation agreed with the Customer.