1. Customer Responsibilities & Move Preparation

• Access & Parking: The customer is strictly responsible for securing legal parking and loading/unloading permits at all collection and delivery addresses. Any parking penalty charge notices (PCN) or toll/congestion charges incurred due to lack of valid permits will be charged to the client.

• Packing Standards: Unless professional packing service is booked with us, all loose items must be boxed, securely taped, and clearly labeled. Boxes should not exceed 20kg for health and safety reasons.

• Appliances & Electronics: Washing machines, dishwashers, and refrigerators must be completely disconnected, drained, defrosted, and dry prior to the arrival of the moving team.

• Pre-Move Inspection: It is the customer’s duty to inspect the property and our vehicles before departure to ensure no items have been left behind.

2. Staff Safety, Conduct & Working Conditions

• Safe Working Environment: Our crew operates under strict UK Health & Safety regulations. Paths, hallways, and stairs must be clear of hazardous obstacles, ice, or domestic pets during transit.

• Zero Tolerance for Abuse: We maintain a strict zero-tolerance policy against any verbal abuse, discrimination, threats, or harassment toward our staff. In such events, work may be terminated immediately with full charge applied.

• Heavy & Awkward Items: Items exceeding standard safe-lifting weight limits (such as upright pianos, heavy safes, or large marble tables) must be declared in advance so suitable specialist equipment and crew can be allocated.

3. Prohibited & Hazardous Goods

For the safety of our crew, transit vehicles, and other cargo, we strictly do not transport:

• Flammable liquids, gas bottles, fuel containers, or fireworks.
• Firearms, weapons, and ammunition.
• Hazardous, toxic, radioactive, or corrosive chemicals and open paint cans.
• Perishable goods, open food containers, and live animals/reptiles.
• Stolen property, illegal drugs, or contraband items.

4. Punctuality, Delays & Waiting Times

• Arrival Windows: While we strive for absolute punctuality, traffic conditions, road closures, or prior job extensions can impact transit. We will communicate any unavoidable delays promptly.

• Key Delays & Waiting Time: If our team arrives at the destination and cannot gain access (e.g., waiting for key release or solicitor clearance), standard hourly waiting charges apply after the agreed complimentary grace period.

5. Damage Claims & Inspection Protocol

• Immediate Notification: Any visible transit damage to goods or properties must be pointed out to the lead driver and noted on the job sheet upon delivery completion.

• Formal Claim Notice: Formal claims must be submitted in writing with photographic evidence within 48 hours of job completion to our official email: aidyremovals@gmail.com.

• Owner-Packed Goods: We cannot accept liability for interior damage or breakages in boxes packed by the customer unless external physical damage to the box itself caused by our handling is clearly proven.