Terms & Conditions

1. About these Terms

These Terms & Conditions apply to removal, moving, packing and related services supplied by MoreClutr (“MoreClutr”, “we”, “us” or “our”) to the customer (“you” or “your”).

By confirming a booking with us, you agree to these Terms & Conditions.

The specific services, moving date, agreed price and other booking details will be set out in your quotation, booking confirmation or other booking documentation.

These Terms should be read together with our Cancellation & No-Show Policy.

2. Quotations and estimates

Any initial estimate or indicative price provided by MoreClutr is based on the information supplied by the customer and the scope of work described at the time.

Where a quotation is stated to be a confirmed or fixed price, the agreed price will apply provided that the information supplied by the customer remains materially accurate and the agreed scope of work does not materially change.

If the requirements of the move materially differ from the information provided, additional charges may apply where appropriate.

We will aim to explain any material additional charges before carrying out additional chargeable work wherever reasonably possible.

3. Booking confirmation

A booking becomes confirmed when:

• MoreClutr has accepted the booking;
• the required booking information has been provided;
• the agreed moving date and service have been confirmed; and
• the required deposit or other agreed payment has been successfully received.

The booking confirmation will identify the relevant booking details, including the agreed service, moving date and price.

4. Deposit

Unless otherwise stated in your quotation or booking confirmation, MoreClutr may require a deposit before a booking is confirmed.

The deposit forms part of the total price of the agreed service.

The deposit is not intended to be a penalty.

The deposit may be applied towards any amount properly due under the booking, including an amount MoreClutr is entitled to retain following cancellation or a customer-caused failed commencement.

5. Payment of the remaining balance

Any remaining balance will be payable in accordance with the payment terms stated in your quotation or booking confirmation.

You remain responsible for paying the agreed balance unless the booking is cancelled, amended or otherwise affected in accordance with these Terms or applicable law.

6. Cancellation by the customer

You may request cancellation of your booking by contacting MoreClutr. You should provide your booking reference and, where possible, the reason for cancellation.

The cancellation will be treated as received when MoreClutr receives the cancellation request, subject to any reasonable verification required to identify the booking.

The financial consequences of cancellation will depend on:

• when the cancellation is received;
• whether MoreClutr has already incurred costs specifically relating to your booking;
• whether those costs can reasonably be recovered or avoided;
• whether the booking can reasonably be replaced; and
• the circumstances surrounding the cancellation.

MoreClutr will act reasonably and proportionately when determining any amount retained. We will not automatically retain the entire booking price simply because a customer cancels.

7. Cancellation charges

Where a customer cancellation causes MoreClutr genuine and unavoidable costs or losses, MoreClutr may retain an appropriate amount from payments already made or, where legally permitted, seek recovery of reasonable additional direct losses.

Any amount retained or claimed will be intended to reflect the loss caused by the cancellation and will not be imposed as a punitive charge.

MoreClutr will take reasonable steps to minimise its losses where possible.

8. No-show and customer-caused failed commencement

If MoreClutr attends the agreed location within the agreed arrangements but the service cannot commence because of circumstances for which the customer is responsible, this may be treated as a customer-caused failed commencement.

Examples include:

• failure to provide access;
• failure to attend where customer attendance is required;
• failure to make agreed arrangements necessary for the move;
• preventing the crew from carrying out the service; or
• circumstances caused by the customer that make the move impossible to commence.

MoreClutr will make reasonable attempts to contact the customer and, where appropriate, allow a reasonable opportunity for the issue to be resolved.

Where the service cannot reasonably commence, MoreClutr may retain an appropriate amount from payments already made and may seek recovery of reasonable additional direct losses where permitted by law.

9. Changes to the booking

You must tell us as soon as possible if there is a material change to your move. This may include changes to:

• collection or delivery address;
• property type;
• access arrangements;
• floor level;
• lift availability;
• parking arrangements;
• volume of goods;
• requested services;
• moving date; or
• other information that materially affects the work required.

A material change may affect the agreed price, crew requirements, vehicle requirements or availability. We will aim to discuss material changes with you before carrying out additional chargeable work wherever reasonably possible.

10. Customer responsibilities

You are responsible for providing accurate and complete information relevant to your move.

You must provide reasonable access to the properties involved and ensure that any arrangements you have agreed to make, such as parking or access permissions, are in place.

You should tell us about any circumstances that could reasonably affect the safe or timely completion of the move.

11. MoreClutr cancellation

MoreClutr may need to cancel or postpone a booking in exceptional circumstances, including circumstances beyond our reasonable control.

If we cannot provide the agreed service, we will notify you as soon as reasonably possible and explain the available options.

Where MoreClutr cannot provide the contracted service, money paid for the service that cannot be provided will be dealt with in accordance with applicable law.

Nothing in these Terms limits any statutory rights or remedies available to you.

12. Refunds

Where a refund is due, MoreClutr will normally process the refund using the original payment method. Payments made through Stripe will normally be refunded through Stripe.

Refund amounts may be reduced by amounts that MoreClutr is lawfully entitled to retain under these Terms. We will provide reasonable information about the refund where appropriate.

13. Our service standards

MoreClutr will provide the agreed services with reasonable care and skill and in accordance with applicable legal requirements.

Nothing in these Terms is intended to exclude or restrict rights that cannot legally be excluded or restricted.

14. Complaints

If you are unhappy with any aspect of our service, please contact MoreClutr as soon as reasonably possible. We will investigate the complaint and aim to resolve it fairly.

We encourage customers to give us an opportunity to investigate and resolve problems before taking further action.

You can reach us at info@moreclutr.com.

15. Statutory consumer rights

Nothing in these Terms is intended to exclude or restrict your statutory consumer rights. If a legal right gives you greater protection than these Terms, that legal right will apply.

16. Changes to these Terms

We may update these Terms from time to time. The version applicable to your booking will normally be the version provided to you or made available to you when you confirmed your booking.

We will not use a later change to retrospectively remove rights that you have already acquired.

17. Governing law

These Terms are governed by the law of England and Wales, unless applicable law requires otherwise. Any disputes will be dealt with by the courts having appropriate jurisdiction.

18. Acceptance

Before confirming a booking, you will be given an opportunity to review these Terms & Conditions and the MoreClutr Cancellation & No-Show Policy.

By confirming your booking, you agree to the applicable Terms & Conditions, subject always to your statutory consumer rights.