Every great move
starts here.

Terms & Conditions

These terms clarify the rights, obligations and responsibilities of Incredibles Removals Ltd and the customer. “You” and “Your” refer to the customer; “We”, “Us” and “Our” refer to Incredibles Removals Ltd. Any changes must be agreed in writing.

Booking and payment

• A booking deposit is required to secure your moving date.
• For fixed-price and hourly bookings, the remaining balance must be paid before the final 20% of belongings are unloaded.
• Once payment is received, our team will complete unloading and place the remaining items in the agreed rooms.
• A minimum booking period applies to hourly bookings. Any additional agreed hours will be added to the final balance.
• We accept bank transfer and cash by prior agreement.
• Incredibles Removals Ltd reserves the right to pause unloading until all outstanding balances are paid.

Parking, access and additional charges

• Parking arrangements, permits and suitable access are the customer’s responsibility. Any parking penalties caused by insufficient arrangements will be charged to the customer.
• Congestion Charge and ULEZ charges will be charged per vehicle where applicable.
• Any additional items not declared in the agreed inventory may be subject to extra charges.
• Please notify us in advance of expected waiting time, including delays involving keys or property handover. Waiting time may be charged at £80 per hour.
• Packed boxes should not normally weigh more than 20kg.

Cancellations, conduct and breaks

• Deposits are non-refundable when cancellation is requested within 14 working days and the deposit is less than £300. Where the deposit is more than £300, 20% of the deposit may be returned.
• Our workers may take a 15-minute break after every four hours of physical work.
• Abusive, threatening or insulting behaviour will not be tolerated. We reserve the right to stop and cancel the job where the safety or dignity of our team is affected.

Damage and claims

• Any damage to goods or property must be reported to our team on the day of the move.
• Claims for damage to packed goods may only be accepted where packing was completed by our team.

Complimentary basic move-out cleaning

• Available on eligible fixed-price moves valued at £900 or more, subject to availability.
• The service must be requested when booking and cannot be exchanged for cash or another service.
• It includes vacuuming, mopping hard floors, kitchen worktop and bathroom wipe-downs, dusting skirting boards and internal window sills, general tidying and bin removal.
• It does not include deep cleaning, oven cleaning, carpet shampooing, exterior windows, stain removal, specialist cleaning or a professional end-of-tenancy certificate.

Please note: These terms form part of your booking agreement. Your confirmed quotation, inventory and any written amendments will also apply.