Policies & legal information.

PART ONE

Booking & moving terms

These terms apply when a consumer books services from Primeford Movers, provided by Primeford Transport Ltd (“Primeford”, “we”, “us” or “our”). By requesting a booking, you confirm that the information supplied is accurate and that you are authorised to arrange access at the collection and delivery addresses.

1. Requests, surveys and confirmation

The online form currently creates a preview booking request only. It does not reserve a date, allocate a crew or vehicle, or take payment. Your displayed estimate is not a binding quote. We may request photographs, a video survey or an in-person survey before confirming availability, the exact work, the final price and payment terms in writing. A contract is formed when you accept that written confirmation and any required payment arrangement.

2. Quotes, scope and changes to the work

Estimates and confirmed quotes rely on the inventory, addresses, access, distance, parking, floors, lifts, dates and services you provide. A standard move covers the items and moving work listed in the written confirmation; packing, dismantling, reassembly, materials, extra stops and specialist handling are included only when expressly confirmed. Tell us promptly about changes. You can request changes to the inventory or other booking details at least 48 hours before the confirmed start time without an amendment fee; a larger job, extra services or a different route may still change the quoted price, which we will explain before you accept it. Later changes depend on availability. If information is materially incomplete or conditions differ, we will explain any revised scope, timing and price and seek your agreement before additional chargeable work. Reasonable parking or waiting costs apply only if they are set out in the confirmed terms or agreed with you when they arise.

3. Deposits and payment

You can indicate whether you prefer to pay a deposit or the full amount, but no payment is taken through this website at present. Your written confirmation will state the final total, any deposit, when the balance is due and the agreed payment method. Do not send card details through the form, email or WhatsApp. We will identify any secure payment provider before enabling online payments.

4. Your responsibilities

• Provide complete addresses, access details, inventory and information about fragile, heavy, high-value or unusually large items.
• Arrange parking permits, lift reservations, building access and any required permissions unless we agree to do so.
• Ensure appliances are disconnected, drained and ready to move unless disconnection is part of the confirmed service.
• Remove or identify cash, jewellery, documents, medicines and other valuables before the move.
• Use suitable packaging where you pack items yourself, and tell us about anything needing special handling.
• Be available, or appoint an authorised adult, to give instructions and check the property before departure and after delivery.

5. Items we may not carry

Unless expressly agreed in writing, we do not carry illegal goods, explosives, firearms, gas cylinders, hazardous chemicals, flammable materials, live animals, perishable goods, unsecured cash or jewellery, or items that cannot be moved safely. Tell us before booking about pianos, safes, fine art, antiques or other particularly heavy or valuable items.

6. Delays, waiting and access problems

Traffic, key release, completion delays, restricted access and events outside reasonable control can affect timings. We will keep you informed where reasonably possible. If a customer-side delay causes extra time or costs, we may charge only a reasonable amount explained to you and supported by the circumstances. If work cannot proceed safely or lawfully, we may pause or stop the service and discuss the available options.

7. Care, loss and damage

We provide moving services with reasonable care and skill. Please check items and premises as soon as reasonably possible and report a concern promptly so we can investigate. Reporting within 24 hours helps preserve evidence but does not reduce your legal rights. Keep damaged items and provide photographs or other reasonable information. Any insurance or goods-in-transit cover, its limits, exclusions and claims process will be stated in your written confirmation; this website does not promise a particular level of cover. Nothing in these terms excludes liability that the law does not permit us to exclude, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

8. Packing and customer-packed goods

Where we provide packing, the agreed quote describes what is included. For customer-packed boxes, you remain responsible for suitable packing and labelling, but this does not excuse damage caused by our failure to use reasonable care and skill.

9. Clearance, storage and third parties

Clearance and disposal services must comply with applicable waste rules and may require a tailored quote. Any third-party storage or specialist service will be identified before booking and may have separate terms. Any third-party service will be separately quoted and booked under its own terms; it is not part of your moving contract.

10. If Primeford changes or cancels

If we cannot provide the confirmed service, we will offer a reasonable alternative or refund amounts paid for work we cannot provide. We are not responsible for events outside our reasonable control, but we will contact you and take reasonable steps to reduce their effect.

11. Law and future changes

The terms shown when you book apply to that booking. English law applies and the courts of England and Wales have jurisdiction, without removing any mandatory right you have to use the courts where you live.

CHANGES OF PLAN

Rescheduling and cancellation

Before confirmation

You can withdraw a preview request without charge because it is not a confirmed booking and no payment has been collected.

Changing a confirmed move

Contact us at least 48 hours before the confirmed start time to change the date, inventory or other booking details. There is no amendment or rescheduling fee with that notice. A new date is subject to availability, and a different scope, route or service may require a revised quote, which we will explain before you accept it. For changes within 48 hours, we may charge only reasonable, evidenced direct costs and losses caused by the change, after taking reasonable steps to reduce them. We will tell you the amount before the change is agreed.

Cancelling a confirmed move

If you cancel at least 48 hours before the confirmed start time, we will refund payments for the move without a cancellation charge. If you cancel within 48 hours, we may retain or charge no more than reasonable, evidenced direct costs and losses caused by the cancellation, taking account of any work already done and any crew or vehicle we can reallocate. A deposit is not automatically forfeited. We will explain the calculation and refund any balance due. Separately agreed packing work already supplied may be charged for. These terms do not limit your statutory rights if we breach the contract.

Message us on WhatsApp with your name, booking reference, collection postcode, move date and requested change. We will acknowledge the request in writing. A cancellation takes effect when we receive it.

ONLINE & DISTANCE BOOKINGS

Statutory cancellation rights

UK rules generally exclude a 14-day cooling-off right for transport of goods booked for a specific date or period. This normally covers a confirmed dated removal or furniture move. Our 48-hour policy above is an additional contractual benefit for those moves.

A separately booked service that is not covered by that exception, such as standalone packing, may have a 14-day cancellation right where the contract is made online, by telephone or away from our premises. We will explain the position in the written confirmation. If you expressly ask us to start such a service during the 14 days and then cancel, you may have to pay a proportionate amount for work supplied. If it has been fully performed after your express request and acknowledgement, the statutory right may end. Nothing here affects your rights if a service is faulty or not provided with reasonable care and skill.

IF SOMETHING GOES WRONG

Problems and complaints

Tell us as soon as you reasonably can about missing or damaged items, property damage, a delay or a concern about the service. Message us on WhatsApp with your booking reference, a description and any useful photographs. We will acknowledge your complaint, investigate it and explain our response in writing. Please keep the item and its packaging where practical until we have had a reasonable chance to inspect them. An early report helps us investigate but does not shorten your legal rights.

PART TWO

Privacy notice

Primeford Transport Ltd, providing services under the Primeford Movers brand, is the controller of personal information used for Primeford enquiries and bookings. Contact us on WhatsApp.

Information we collect

We may collect your name, contact details, collection and delivery addresses, route, access information, inventory, preferred date, messages, quote and booking history, contact preference and technical security information. The current site does not collect card details or take payments.

Why we use it

• To prepare a quote, plan and provide a move and handle changes or complaints — to take steps at your request and perform our contract.
• To keep accounting, tax and business records and respond to lawful requests — to meet legal obligations.
• To secure the service, prevent fraud, improve operations and manage legal claims — for our legitimate interests where they do not override your rights.
• To send optional marketing — only with an appropriate lawful basis and an easy way to opt out.

Who receives information

We share only what is reasonably needed with assigned movers or contractors, hosting and technology providers, accountants, insurers, professional advisers and authorities where required by law. We do not sell personal information.

International transfers and retention

Some technology providers may process data outside the UK using an appropriate transfer safeguard. We keep unconfirmed enquiries while needed to prepare or follow up on a quote, then review them for deletion. Confirmed booking and accounting records may need to be kept for six years; complaint and legal records are kept as reasonably needed; security logs are retained only as long as reasonably necessary. You may ask us about a particular record or request deletion where the law permits.

Your rights

Depending on the circumstances, you can request access, correction, deletion, restriction or portability, object to certain uses, or withdraw consent. You may also complain to the Information Commissioner’s Office at ico.org.uk.

Security

We use reasonable technical and organisational safeguards. Do not put card details, alarm codes, key-safe codes, identity documents or other sensitive information into free-text booking fields.

PART THREE

Cookies & external services

The website may use strictly necessary cookies or storage for the booking journey, owner sign-in, security and abuse prevention. We will ask for consent before adding optional analytics or advertising cookies. WhatsApp links open a separate service with its own privacy information. Browser controls can remove or block cookies, although blocking essential storage may affect the booking form.

OPTIONAL TEMPLATE

Cancellation request

You may copy and send this wording, but you do not have to use the template.