Terms and Conditions
Goods we won’t move or store
Unless agreed by the company director in writing prior to the removal date, there are some items that we could potentially refuse to move or store due to legal, health, safety and courteous issues. Some examples of these items are: Illegal substances (drugs), stolen goods, Pornographic material, Explosives, Plants, Animals and Firearms. It is discretionary to the member of our team that attends you on the day as to whether they agree to assist you in moving if these items are present. Consequently, it is important that you inform us if there is any risk of uncertainty on the day.
Receipt of work
We don’t automatically generate a receipt or proof that you have purchased our services unless you have specifically requested one. Our promise to you is that once requested in writing, from the day we receive the request we will send a receipt to the address you provide and you will receive it within 7-10 working days. Working days excludes Saturdays, Sundays, Bank and Public holidays. We will only provide a receipt for the exact amount you paid us, and for the exact service you received. The dates will also always be accurate.
Providing parking is the responsibility of the customer, (try to reserve a space for the van outside before it arrives or call the local council and get a suspension or permit where necessary.) If there is no parking pre-arranged any parking fines received will be the responsibility of the customer and must be paid by the customer on completion.
Congestion & toll charges
There will be an extra charge when passing through the London Congestion Charge Zone, other congestion charge zones and tolls will be charged accordingly. We aim to include this is the main quotation, however, we do reserve the right to add on the price of tolls or congestion charges if we need to pass through them because of the customer providing us with incorrect details or changing the time. This will be discretionary to the staff who attend you on the day.
For all removal, man with van and collection/delivery services, we ask for a 20% deposit for all work at point of booking. We asked that this paid via card over the phone. This deposit is fully refundable if you cancel your booking at least 7 days before we’re due to come! After this 7 day point, no refund is applicable. (Please see cancellation rights.) With regards to storage, we ask that you pay one week in full up front. This isn’t refundable however, will be used as your last week’s payment should you need to remove your goods from our storage.
We accept credit/debit cards, cash and cheque payments. For our benefit and yours, the safest way to pay is by card. Cards we accept include MasterCard, Visa, maestro. All of your card details will be held on a secure database and will only ever be used to take payment for the service we are providing you with and we take these payment details over the phone. When the money is debited from your account it will appear on any statement as ‘CMS HIRE.’ Cheques must be made payable to ‘CMS HIRE’. Cash should be given to our guys on the day in a secured envelope with the amount and your signature on the front. Any customer refusing to pay for a removal/delivery will have their details passed onto a recovery agency who will charge extra fees on top of the initial payment required. As mentioned, we do reserve the right to add on additional charges, however, our offices are open 7 days a week and there will be the opportunity for you to discuss these charges with someone who has the authority to declare the charges. For Storage payments, we ask that you pay weekly via card (over the phone or standing order). The customer has the choice of payment day, but there must be a consistency.
Arrival / delivery times
We will do our best to arrive within the time quoted but arrival times are estimated. However, we would definitely inform you of our status. Delays to pick-up/delivery times are sometimes unavoidable (due to traffic accidents, weather etc). We will not accept any responsibility for any lateness or delays with regards to your payment as we will inform you of these unforeseen circumstances.
Your packing responsibilitiesWe accept no responsibility for damage or breakage to items that have not been packed or protected by adequate means (when customers pack). It is the customer's responsibility to dismantle any unit/system/flat pack furniture and beds and this should be done before our arrival to ensure accuracy with the estimated time we have allocated for each job. It is the customer’s responsibility to ensure that items will fit in the new premises (e.g. size of sofa.) Our drivers will not be insured to remove doors or windows in such cases and it is up to the customer to organise a specialist if needed.
You will incur extra charges if you have not informed us of awkward access. Awkward access can include: No vehicle access, no parking available in close proximity to the property and cramped stair and hallway conditions where large items of furniture such as beds will not fit.
Each van load is covered for loss or damage up to £20,000 of the customer's belongings during transit. CMS Removals & Storage are not liable for the first £100.00 per claim. It is the responsibility of the customer to ensure extra insurance is arranged if required. If any damages occur, we must be informed within 5 working days for the complaint to be dealt with efficiently. You will then be asked to confirm details of any damage in writing for us to pursue the issue further. If you fail to inform us within 5 working days of the damage, we probably won’t be able to pursue the claim so it is imperative that you contact us imminently.
We reserve the right to add extra costs due to unforeseen circumstances (e.g. waiting for keys or gaining entry, incorrect addresses, removal of windows.) These costs will be added on the day. So just insure everything is in place and ready for us to complete the job smoothly.
Our right to hold your goods
We are able to keep hold of or dispose of your goods in storage if you fail to pay us. When agreeing to a long or short term storage agreement, you will be asked to sign a contract containing full details about our rights and your rights regarding the storage facilities.
Your right to cancel
We understand there are various situations whereby you may need to cancel your booking with us. However, unless we are informed at least 7 days prior to your booking, you could potentially be charged up to 50% of the agreed quote (this includes your pre-paid 20% deposit). If you do not notify us until 24 hours before, you will be liable to pay the full amount that was quoted to you in the confirmation email, even if you no longer require the booking.
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