Terms & Conditions

Last updated 5 August 2026 · These terms apply to bookings made with Great House Move

We've written these in plain English rather than legalese, because terms nobody reads protect nobody. If anything here isn't clear, ring us on 07307 492885 and we'll talk it through before you book.

1. Who we are

Great House Move ("we", "us") is a removals company based in Durham, covering the North East and the whole of the UK on long-distance work. You can reach us on 07307 492885 or at info@greathousemove.co.uk.

2. Quotes and prices

• Prices quoted online or in writing are fixed for the job as described. If what we find on the day is materially different from what was described — significantly more to move, no parking, a floor we weren't told about — we'll tell you the revised price before we start, not after.
• We are not VAT registered, so no VAT is added. The figure you're quoted is the figure you pay.
• Online prices assume standard access. Stairs above the second floor without a lift are charged per floor as shown at checkout.
• Tolls, the Tyne Tunnel and clean-air or congestion charges (for example Newcastle CAZ, London ULEZ) are passed on at cost where a route requires them.
• Waiting time caused by delays outside our control — keys not ready, completion running late — is free for the first 30 minutes and then charged per half hour at the rate shown at checkout.

3. Deposit and payment

Card payments are processed by Stripe. We never see or store your card details.

4. Cancellation, and changing your date

• More than 48 hours before your move: cancel free of charge and your deposit is refunded in full.
• Within 48 hours of your move: the deposit is non-refundable, because the slot can rarely be resold at that notice.
• On the day: 50% of the quoted price is payable.
• Changing the date is free with at least 48 hours' notice. If you haven't exchanged contracts yet, tell us and we'll book you provisionally — those bookings move free at any time, because completion dates slip and that isn't your fault.
• If we have to cancel — breakdown, illness, weather that makes the job unsafe — you get a full refund of everything paid, including the deposit.

5. What we need from you

• Accurate details of what's being moved and the access at both ends. The commonest cause of a price changing on the day is a garage, loft or shed nobody mentioned.
• Reasonable parking at both properties. Where a permit or bay suspension is needed, that's your responsibility to arrange — tell us and we'll advise.
• Someone over 18 present at both ends, or a nominated person who can direct us and accept delivery.
• Appliances disconnected and drained, and freezers defrosted, unless you've booked us to do it.

6. Things we can't move

For safety and legal reasons we can't carry: petrol, gas bottles, paint thinners or other flammables; illegal items; plants or foodstuffs on long-distance moves where they'd spoil; or live animals. Please carry cash, jewellery, passports, prescription medication and other irreplaceable items with you personally.

7. Insurance and liability

• Items you have packed yourself are covered against loss and against damage caused by our handling, but not against damage arising from how they were packed. If you'd like that risk removed, book our packing service.
• We're not liable for pre-existing damage or wear, for electrical or mechanical failure of appliances where there's no external damage, or for items we advised against moving where you asked us to proceed anyway.
• Higher-value single items should be declared before the move so cover can be confirmed.
• Nothing in these terms limits our liability for death or personal injury caused by negligence, or for anything else that cannot lawfully be limited.

8. If something goes wrong

Tell us as soon as you can, and in any case within 7 days of the move, with photographs if you have them. Email info@greathousemove.co.uk or call 07307 492885. We'll acknowledge within 2 working days and aim to resolve matters within 14. We'd always rather put something right than argue about it.

9. Delays

We plan realistically and we turn up when we say we will. Traffic, weather and other people's completion chains occasionally have other ideas. Where a delay is outside our control we'll keep you informed and won't charge you for it, but we can't accept liability for consequential costs such as missed appointments or storage.

10. Your rights

Because you're booking online as a consumer, you normally have a 14-day right to cancel under the Consumer Contracts Regulations 2013. Where you ask us to carry out the move within that 14-day window, that right ends once the service is complete, and the cancellation terms in section 4 apply. None of this affects your statutory rights.

11. Your data

How we handle your details is set out in our Privacy & Cookie Policy. In short: we use them to quote and carry out your move, we don't sell them, and you can ask us to delete them.

12. Governing law

These terms are governed by the law of England and Wales, and disputes fall to the courts of England and Wales.