Q: Why should I book with you?
A: Several reasons and here are just a few,
- We care equally for each and every customer
- Our friendly, hard-working, professional team will take the stress out of your move whether it be a single item to a whole house load of furniture, they are the best and we look after them
- We are the largest in London
- We have the highest driver retention in the industry
Q: Which areas do you pick up from?
A: We cover the whole of London and home counties, and we collect from anywhere in the UK and the European Union. We also have branches in 26 major UK cities.
Q: What van will I get?
A: Our standard van size is a high top long wheelbase Transit type van. We also have the Luton van with tail-lift. Please do not hesitate to call us for advice on the size of van required. Larger vans and 7.5 tonne lorries are available please go to our fleet page for further details.
Q: Do I need to pre-book?
A: No, whilst pre-booking is advised last minute bookings are also welcome, in most cases we can be with you within the hour. Please bear in mind that during peak hours and Saturdays mornings it may take longer to reach you.
Q: Do you charge for coming to me?
A: No, we only start charging from the scheduled time of booking or commencement of the move whichever is soonest, until completion of job. Our vans are all GPS tracked and linked via our despatching software.
Q: Where are you based?
A: Our despatch and call centre are located in West London and our Management suite is in London W1. However our fleet of vans are all over London and the Home Counties so finding one quickly for you will, in most cases, not be a problem.
Q: How do we pay?
A: You can pay at time of booking by credit or debit card. Cash payments are subject to a handling charge (see rates), card payments are cheaper. The driver will issue a receipt if required. Our clients find it easier to deal with financial matters over the phone with us instead of dealing directly with the driver.
Q: Is VAT inclusive in your price?
A: We don’t charge VAT on this for consumers, corporate account clients will be charged VAT.
Q: Do we have to book for set period of time?
A: No, after our minimum booking time of 1 hr, we charge in 15 minute segments and you can keep the van as long as you like!
Q: Are there any hidden charges?
A: No, we always charge what we quote based on the information you have supplied. Please see our terms and conditions for additional information.
Q: Can I travel in the van?
A: Yes, 2 people can travel in the van free of charge in our long wheeled based vehicles, Luton vans come with 2 men so there is only 1 seat available. We do not allow anyone to travel in the rear of the van. Please let us know at time of booking if you require 2 seats. Please be aware that you travel at your own risk and that the vehicles are not hire and reward and therefore not insured as such.
Q: Do you operate a two hour minimum?
A: No, we have a 1hr Turbo Move rate that you can book online or over the phone. Click the Book Online link above for more information.
Q: Will you always turn up?
A: Yes. We have never failed to turn up for a job.
Q: Will you be on time and what happens if you are late?
A: We have a 92% on-time record, like ALL transport services we are occasionally subject to delays outside of our control, these include clients who underestimate the time it would take to move, peak hour traffic problems, vehicle breakdowns and weather conditions where clients don't want their items exposed to the elements. As a transport sector comparison Ryanair have the highest on-time record of all of the European airlines at just 90%, we need not mention Taxi's, trains and coach companies.We try our best to manage our clients expectations but delays outside of our control may occur in which case we shall call to let you know in advance. We do not refund any part of a journey if the vehicle is late.
Q: Do we have a cancellation policy?
A: Yes, please refer to our terms and conditions but in brief if the vehicle has not been despatched then we will issue a full refund.
Q: What happens if you are unhappy or have a complaint?
A: We treat any complaint very seriously and will investigate it fully. All we ask for is for you to contact us by e-mail email@example.com before you consider giving us any negative feedback. We are proud of our good reputation and will work very hard to resolve any dispute or complaint.