About us
These terms are between you ("you", "the customer") and Embassy Transport ("we", "us", "our"), of Twickenham, TW2, United Kingdom.
- Telephone: 07777 300 888
- Email: info@embassytransport.co.uk
- Website: www.embassytransport.co.uk
By making a booking with us, whether online, by telephone, by WhatsApp or by email, you confirm that you have read, understood and accept these terms.
Bookings & quotations
2.1 An online booking request is an offer to book, not a confirmed booking. Your booking is confirmed only once we have contacted you by telephone or WhatsApp and confirmed the date, time, price and scope of work.
2.2 Prices generated by our online calculator are estimates based on the information you provide. The final price is agreed at confirmation.
2.3 Quotations for European, international, 7.5 tonne, wood waste, garden waste and house clearance work are issued individually and are valid for 30 days unless stated otherwise.
2.4 Quotations assume reasonable access at both addresses, including parking within a reasonable distance and lift access where stated. Where access differs materially from what you described, we may need to revise the price, and we will tell you before continuing.
2.5 We reserve the right to decline or cancel a booking where the work is unsafe, unlawful, or materially different from what was described.
Prices & payment
3.1 Hourly services are charged from the agreed start time until the work is complete, with a minimum charge of one hour. Time beyond the booked period is charged in 30 minute increments at the same hourly rate.
3.2 Unless expressly agreed in writing, our hourly rates do not include: congestion charge, ULEZ, Dartford Crossing or other tolls; parking charges, suspensions or permits; ferry or tunnel crossings; waiting time caused by you or by third parties; or any penalty charge notice arising from parking restrictions at an address you have nominated.
3.3 The balance is payable on completion on the day, by card, bank transfer or cash, unless credit terms have been agreed in writing.
3.4 We may retain goods, and where necessary sell them after reasonable notice, in respect of unpaid sums properly due to us (a general lien). We will always contact you first and give you a reasonable opportunity to pay.
3.5 Late payment on business-to-business work may attract statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998.
Deposits & cancellation
4.1 A deposit of £25 secures your slot and crew. It is deducted from your final invoice.
4.2 You may reschedule free of charge with at least 48 hours' notice, subject to availability.
4.3 If you cancel with more than 48 hours' notice, the deposit is refunded in full. If you cancel with less than 48 hours' notice, we may retain the deposit to cover the slot we have held for you.
4.4 Where you cancel on the day, or our crew attends and cannot begin work through no fault of ours, we may charge our reasonable costs, including the minimum one hour charge and travel.
4.5 Nothing in this section affects your statutory cancellation rights as a consumer. Where you book a service to begin within the 14 day cancellation period and expressly ask us to start within it, you may be charged for the value of services already supplied if you then cancel.
Your responsibilities
To help the day run smoothly and to keep everyone safe, you agree that you will:
- be present, or appoint someone over 18 to act for you, throughout the job;
- declare in advance any item of unusual weight, value, fragility or size, and anything requiring specialist handling;
- ensure goods are properly packed and boxes securely closed, where you have packed them yourself;
- empty and defrost fridges and freezers, and drain washing machines and other appliances, before we arrive;
- disconnect and reconnect gas, plumbing and hard-wired electrical appliances, or arrange a qualified tradesperson to do so — this is not part of our service;
- arrange suitable parking and any permits or bay suspensions at both addresses, unless we have agreed otherwise in writing;
- check that furniture will fit through doorways, stairwells and lifts at the destination;
- obtain any consent needed from a landlord, freeholder, managing agent or building management; and
- carry money, jewellery, deeds, passports, medication and other valuables and essential documents personally rather than sending them on the vehicle.
Goods we will not carry
6.1 We will not transport, and you must not present to us, any of the following without our prior written agreement:
- cash, securities, jewellery, watches, precious metals or stones, and collections of high value;
- prohibited, stolen or illegal goods, including drugs and unlicensed firearms;
- hazardous, flammable, explosive or corrosive items, including gas cylinders, fuels, paints, solvents, aerosols and fireworks;
- goods likely to attract vermin, or which may otherwise cause infestation or contamination;
- plants, perishable food, and anything requiring a controlled temperature; and
- live animals, birds or fish.
6.2 If such goods are found in a load without our agreement, we may refuse to carry them, remove them, or take reasonable steps to dispose of them safely. We accept no liability for such goods, and you are responsible for any loss, damage, fine or cost we incur as a result.
Liability & insurance
In short
We take great care, and we carry goods in transit and public liability insurance. But removals inevitably involve risk, and there are situations — described below — where we cannot accept responsibility for damage. Please read this section carefully. If your goods are of high value, arrange your own specialist insurance.
7.1 Insurance we hold. We maintain goods in transit insurance with a limit of £50,000 per load, and public liability insurance with a limit of £2,000,000. Both are subject to the terms, exclusions and excess of the underlying policies. A summary is available on request before you book.
7.2 The limit of our liability. Subject to clause 7.6, our total liability to you for any claim connected with a booking — whether in contract, tort (including negligence), breach of statutory duty or otherwise — is limited to the lower of (a) the amount recoverable under our goods in transit insurance, or (b) the total price you paid for the services in question.
7.3 Damage we do not accept liability for. Subject to clause 7.6, we do not accept liability for damage to your property, premises or goods in the following circumstances:
- goods packed, wrapped, dismantled or prepared by you or a third party rather than by us;
- damage to the contents of boxes, cases, drawers or containers not packed by us;
- items of an inherently fragile or brittle nature, including glass, mirrors, marble, stone, ceramics, screens and televisions, unless we have packed and handled them under our packing or white glove service;
- electrical, electronic or mechanical items which cease to function where there is no visible external damage;
- damage caused by, or arising from, an item's own inherent defect, age, wear, prior repair or unstable construction, including flat-pack furniture and items previously assembled elsewhere;
- damage occurring during moves into or out of a property where access is restricted — narrow stairwells, tight turns, low ceilings or doorways — and where you have asked us to proceed after we have advised of the risk;
- damage to floors, walls, doorframes, plasterwork, banisters, driveways or landscaping arising from the ordinary and careful movement of large or heavy items through a property;
- damage to goods left in a vehicle overnight or stored at your request outside our normal working hours;
- loss or damage arising from circumstances beyond our reasonable control, including severe weather, road traffic accidents caused by third parties, fire, flood, theft by third parties, industrial action, war, civil unrest or the act of any public authority; and
- any indirect or consequential loss, including loss of profit, loss of income, loss of opportunity, missed completion, alternative accommodation costs, or distress and inconvenience.
7.4 Self-load bookings. Where you have booked a self-load service, you load, secure, stow and unload the goods yourself. We provide the vehicle, the driver and, where offered, blankets and straps. We accept no liability whatsoever for loss of or damage to goods loaded, secured or unloaded by you, or for damage arising from the manner in which goods have been stowed by you.
7.5 Time limits. Any claim for visible damage must be noted at the point of delivery and confirmed to us in writing within 7 days. Any other claim must be notified in writing within 14 days of completion. We may be unable to consider claims made outside these periods, as we lose the opportunity to inspect the goods and investigate.
7.6 What we never exclude. Nothing in these terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any breach of the terms implied by section 12 of the Sale of Goods Act 1979 or sections 2 and 17 of the Consumer Rights Act 2015; or any other liability which cannot lawfully be limited or excluded. If you are a consumer, you have statutory rights — including the right to services carried out with reasonable care and skill under the Consumer Rights Act 2015 — and nothing in these terms affects those rights.
7.7 Higher value goods. If any single item or collection is worth more than £2,000, you must tell us in writing before the booking so that we can advise on handling and, where appropriate, arrange additional cover at your cost. Where you do not declare such items, our liability for them is limited as set out above.
Claims procedure
8.1 Please note any visible damage on the driver's paperwork at the point of delivery, and photograph the item where you can.
8.2 Send your claim in writing to info@embassytransport.co.uk within the periods in clause 7.5, with photographs, a description of the damage and evidence of the item's value.
8.3 Please retain the item and its packaging until the claim is resolved. We, or our insurer, may wish to inspect it.
8.4 We aim to acknowledge claims within 3 working days and to resolve them within 28 days, or to keep you informed where an insurer's involvement makes that longer.
8.5 We may, at our option, repair the item, replace it, or pay its reasonable market value taking account of age and condition. We are not obliged to pay replacement-as-new value.
Delays & access
9.1 We give arrival times in good faith but cannot guarantee them, as traffic, weather and preceding jobs are not always within our control. We will keep you informed of any material delay.
9.2 Where a job cannot start or continue because keys are unavailable, a completion has not gone through, access is refused, or parking is unavailable, waiting time is charged at your agreed hourly rate.
9.3 We are not liable for costs arising from a delayed property completion, chain failure or third-party delay. We will always try to help you find a workable solution, which may include overnight storage at additional cost.
Waste clearance
10.1 We are a registered waste carrier and dispose of waste lawfully, recycling wherever practicable. A waste transfer note is available on request.
10.2 Mixed waste loads are charged at the published half load and full load prices. Wood waste, garden waste and full house clearances are quoted individually, as price depends on volume, weight and the disposal or recycling route.
10.3 Quoted loads assume general, non-hazardous waste. Asbestos, chemicals, clinical waste, tyres, gas bottles, fridges, freezers, mattresses, plasterboard and paint may be excluded, or may attract an additional disposal charge. Please tell us in advance if any are present.
10.4 You confirm that you are entitled to dispose of the items presented, and that they do not belong to anyone else. Once collected, items cannot be returned.
10.5 Please check thoroughly before we collect. We accept no liability for items disposed of in error where they were presented to us as waste.
European & international moves
11.1 European and international relocations are quoted individually against an inventory you supply. Accuracy matters — a materially different volume on the day may change the price.
11.2 You are responsible for the accuracy of customs declarations and inventories, and for any duties, taxes, quarantine or inspection charges levied by an authority.
11.3 Delivery windows for international work are estimates. Customs inspections, border delays, ferry schedules and weather are outside our control.
11.4 Where any part of the journey is performed by a third-party carrier, ferry operator or airline, their conditions of carriage and liability limits will apply to that part of the journey.
Storage
12.1 Where we store goods for you, storage charges run from the date of collection and are payable in advance.
12.2 Please give us at least 7 days' notice to release goods from storage.
12.3 Goods are stored at your risk unless we have agreed storage insurance in writing. We recommend you arrange your own cover.
12.4 Where storage charges remain unpaid for more than 60 days, we may, after giving you written notice and a reasonable opportunity to pay, sell the goods and apply the proceeds to the debt, accounting to you for any balance.
Data protection
13.1 We process your personal data to provide the services you have asked for, in accordance with UK GDPR and the Data Protection Act 2018.
13.2 We collect only what we need — your name, contact details, addresses and job details — and we do not sell your data or share it for marketing.
13.3 We retain booking records for 6 years for accounting, insurance and legal purposes.
13.4 You may request access to, correction of, or erasure of your data by emailing info@embassytransport.co.uk. You may also complain to the Information Commissioner's Office at ico.org.uk.
Complaints
If something has gone wrong, please tell us — most things are resolved quickly by a phone call. Email info@embassytransport.co.uk or call 07777 300 888. We aim to acknowledge complaints within 3 working days and to resolve them within 28 days.
General
15.1 These terms, together with your booking confirmation, form the entire agreement between us.
15.2 If any provision is found to be unenforceable, the remaining provisions continue in force.
15.3 We may subcontract work to vetted drivers and crews within our network. These terms apply equally to work performed by them.
15.4 We may update these terms from time to time. The version in force is the one published on our website at the date of your booking.
15.5 These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you live in Scotland or Northern Ireland, you may bring proceedings in your own jurisdiction.