Terms and Conditions

1. Who we are

OX Removals Ltd, a company registered in England and Wales, company number 15886470, registered office 83 John Morris Road, Abingdon, England, OX14 5HN. Our trading address is 83 John Morris Road, Abingdon, OX14 5HN, and you can reach us on 01865 294662 or at contact@oxremovals.co.uk. In these terms "we", "us" and "our" mean OX Removals Ltd, and "you" means the customer named on the booking.

2. What we do

We arrange and provide house and business removals, packing, and containerised storage, covering Oxfordshire, the rest of the UK, and international moves by road, sea and air, performed by a vetted transport partner on our behalf (section 13). A booking includes a crew and vehicle sized to your move and protective wrapping of your furniture. Packing, dismantling, storage and other extras are add-ons you choose when you get your price.

3. Quotes and how the price is fixed

Every price is a fixed price, built from your property size (or the exact items you list, if you itemise), the distance, floors and access, any packing you choose, and any extras you add. We do not charge by the hour, and nothing here runs on a clock.
It is fixed from the moment you accept it, based on the inventory and details you declare - never on a survey. For larger or complex moves we may offer a free video survey (by video call or in person) to check that what you told us matches what we will actually move; where one takes place, it confirms the price, it does not set it. If a survey or the move itself shows the job differs from what you declared, section 4 applies before we go any further.
Some dates cost more to book than others. Weekend, bank holiday and month-end dates carry a higher-demand surcharge, and you will see it applied as soon as you choose your date, before you go any further - never added afterwards.
We are not VAT-registered, so there is no VAT to add: the price you are quoted is the price you pay.

4. When the price can change

We only vary a fixed price where the job materially differs from what was surveyed or declared. Typically that means:

Significantly more goods than declared, or items not disclosed (pianos, safes, garden machinery, large aquaria).
Access that differs from what was described - a floor higher, a lift out of service, a carry distance much longer than surveyed.
A parking suspension we applied for being refused or withdrawn by the council through no fault of ours.
Waiting time well beyond what was arranged, caused by circumstances outside our control - for example nobody available to give access, or a managing agent not releasing a lift on time.

Where any of these apply, we will tell you the revised price before we do anything further, and you may decline it. If you decline, we stop there and refund anything you have already paid for work not yet carried out.

5. Cancellation, rescheduling and your right to change your mind

Because you book online or by phone, this is a distance contract. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the date you book to cancel for any reason, without needing to give one, and get a full refund.

To cancel within that period, tell us in any clear way - phone, email or in writing - before the 14 days are up. We refund whatever you have paid within 14 days of your telling us.
If your move is due to happen inside that 14-day window, we will only begin work if you expressly ask us to and confirm you understand what that means for your right to cancel. If you cancel after work has started but before the move is complete, you pay only for the proportion of the service we have already provided, worked out against the total price; once the move is fully carried out, there is nothing left to cancel.
Outside the 14-day right, tell us as soon as you can if you need to cancel or move your date. We book a specific crew and vehicle for your date, and the closer to the move you cancel, the less likely we are to re-let that slot - so a cancellation charge reflecting our un-recoverable costs may apply, up to the full price for a cancellation on the day itself. We will always tell you the exact charge, if any, before treating a cancellation as final.
Asking to move your date to a later one, once you are outside the 14-day right, is treated the same way, because we cannot guarantee the crew and vehicle booked for the old date are free on the new one.
If your onward move is delayed by a collapsed chain, tell us as soon as you know. Rather than cancel the job, we can load, seal and store your goods - you pay storage from that day, but there is no penalty and no separate rebooking fee for completing the move once you have a new date.

Model cancellation form

You do not have to use this form to cancel, but you can - complete it and send it to us by post, email or any other clear way to exercise the right described above:

To OX Removals Ltd, 83 John Morris Road, Abingdon, England, OX14 5HN (contact@oxremovals.co.uk):
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:
Ordered on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

6. What we will not move

For safety and insurance reasons we cannot carry: fuel, gas cylinders, paint, aerosols, fireworks or other flammable or explosive goods; illegal items or substances; live plants where a long journey would harm them; food that requires refrigeration; live animals; or cash, jewellery, deeds, share certificates and similar valuables, which should travel with you.

7. Insurance and liability

We carry out your move with reasonable care and skill, as the Consumer Rights Act 2015 requires. If we fall short of that standard, tell us (section 11) and we will put it right; if that is not possible, or we do not do it within a reasonable time, you may be entitled to a price reduction reflecting how far short we fell.

We carry goods in transit cover to £50,000 per load and public liability cover of £2,000,000.
Extended cover to £150,000 is available for £45.
Claims must be notified in writing as soon as reasonably possible after delivery, so we can inspect where needed - the longer you wait, the harder it is for us to look into what happened.
We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded.
We are not liable for indirect or consequential loss, such as lost income or the cost of alternative accommodation, except where the law requires otherwise.

8. Delays and things outside our control

We plan your move around traffic, access and realistic timings, but we cannot guarantee an exact clock time. Where a delay is caused by something outside our reasonable control - a chain delay, road closure, extreme weather, or a third party withholding keys - we will do what we reasonably can to keep your move moving. Your goods stay on the vehicle or go into our containerised store overnight at no extra charge where the delay is under 24 hours.

9. Payment

A deposit is required to hold your date. For quotes under £250, we take payment in full at booking - a balance that small is not worth invoicing separately. For every other move, the deposit is 25% of the fixed price, subject to a minimum of £50.
Where a deposit and balance apply, the balance is due 7 days before your move date. We send reminders before it falls due.
We take payment online by debit or credit card. We can also take a bank transfer or cash, arranged with us directly and recorded against your invoice. Where your amount qualifies, Klarna's pay-later option may also be offered at checkout - that is a credit agreement with Klarna, not with us, subject to their own approval and terms.
We may exercise a general lien over goods in our possession for unpaid charges relating to those goods.
Late payment may attract interest under the Late Payment of Commercial Debts (Interest) Act 1998 for business customers.

10. Storage

Where we store your goods, storage charges run from the date they enter store and are billed weekly in advance, at the rate for your load shown in your quote. Access requires 24 hours' notice and may attract a handling charge. If storage charges remain unpaid, we may sell the stored goods to recover them, after giving you reasonable written notice at your last known address.

11. Complaints

If something goes wrong, tell us: contact@oxremovals.co.uk or 01865 294662. We will acknowledge your complaint promptly and keep you updated until it is resolved.

We are not currently a member of an alternative dispute resolution (ADR) scheme. If we cannot resolve a complaint between us directly, you remain free to take the matter to the county court, or to seek independent advice from Citizens Advice.

12. Data protection

We only collect and use your personal data as described in our Privacy Policy, which sets out what we collect, why, how long we keep it, and your rights - including how to ask us to correct, delete or hand over a copy of your data.

When enabled, our online address-search feature uses Google Maps. Use of that feature is subject to the Google Terms of Service and the Google Maps Additional Terms of Service, which are incorporated into these terms for that feature. Google's handling of information is described in the Google Privacy Policy.

13. Who may carry out your move

Your move is carried out on our behalf by a vetted transport partner from our network of partner operators. Whichever partner carries out your job, your contract, your point of contact and your price all stay with OX Removals Ltd, never with the partner: you deal with us before, during and after the move, and we remain responsible for it throughout. We require every partner we use to carry their own goods-in-transit and public liability insurance meeting the floors we set before they carry any job, and we check the documents that prove it. [CHECK - adopting this structure is a business decision, not a closed legal or insurance position: written confirmation from our own insurer that our policy covers coordinating subcontracted work of this kind, and a solicitor's review of this clause, are both still outstanding.]

Whoever carries out your move, the crew photographs your goods and the rooms involved at collection, loading and delivery, to record their condition so that any damage claim is resolved fairly - for both you and for us. See our Privacy Policy for what we do with those photos and how long we keep them.

14. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Nothing here affects your statutory rights as a consumer.