Booking terms

Our booking and cancellation terms

Last updated 6 October 2026

These terms apply when you book a move, packing, clearance or other service with Smooth Vault Moves Ltd ("we", "us"). Your quote sets out what's included and the price. Nothing in these terms affects your legal rights as a consumer.

1. Your quote

Every job is quoted individually from the information you give us, such as the items, the distance, access at both ends and any extras. Your quote tells you what's included and how long the price is valid for. If things turn out different on the day (more items, harder access, a longer carry), we'll explain the change and agree a revised price with you before carrying on.

2. Booking and deposit

Your booking is confirmed when you accept the quote and pay the deposit shown on it. The balance is due as set out in your quote. Extras you add, such as packing materials, packing, or dismantling and reassembly, are charged on top of the quoted price, and we'll always agree them with you first.

3. Your right to cancel within 14 days

If you book with us by phone, WhatsApp, email or online, or away from our premises, you can cancel for any reason within 14 days of the day you booked. We'll refund everything you've paid within 14 days of you telling us.

If your move falls within those 14 days and you ask us to start the work before they're up, we'll ask you to confirm that request. If you then cancel, you'll pay for any work already done, in proportion to the full price. Once the service is complete, the right to cancel ends.

To cancel, tell us clearly by WhatsApp, phone or email. You can use the form below, but you don't have to.

4. Cancelling or changing your date after that

• 7 or more days before your move: cancelling is free and your deposit is returned in full.
• Less than 7 days before your move: we may keep your deposit to cover the costs and the lost booking this causes. We won't charge more than the deposit unless your quote says so.
• Changing your date: tell us as early as you can and we'll do our best to move you on your new date at no extra cost.

5. What we need from you

• Accurate details of what's moving and of access, parking and stairs at both properties.
• Any parking permits or suspensions needed, unless we've agreed to arrange them.
• Everything ready on the day: boxes packed and sealed if you're packing yourself, fridges and freezers defrosted, and washing machines secured.
• Keep cash, jewellery, important documents, medicines and keys with you rather than in the van.

6. Things we can't move or store

Hazardous or flammable items (such as gas bottles, petrol, paint and chemicals), illegal goods, perishable food, firearms and ammunition, and living animals.

7. Insurance and if something goes wrong

We carry goods-in-transit insurance and public liability insurance on every job, and we'll carry out our work with reasonable care and skill. If we lose or damage your belongings through our fault, we'll repair them, replace them or compensate you.

Please tell us about any loss or damage as soon as you can, ideally within 7 days, with photos, so we can look into it quickly. We aren't responsible for damage caused by how you packed items yourself, for existing damage or wear, or for mechanical or electrical faults with no outside damage. Nothing in these terms limits our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence.

8. Storage

If your goods go into our secure storage, we'll give you a separate storage agreement setting out the charges, access arrangements and cover before they go into store.

9. Complaints

If something isn't right, contact us straight away by WhatsApp on 07824 101373 or at hello@smoothvaultmoves.co.uk and we'll work with you to put it right.

10. The law that applies

These terms are governed by the law of the part of the UK where you live, and you can bring a claim in your local courts.

Cancellation form