We aim to offer a friendly and flexible approach.  Please read through all of our terms & conditions, which are designed to ensure there is no confusion about what our services includes and excludes and to ensure safe transit of your goods. On placing a booking, you the customer, agree to these Terms & Conditions with no exception.  If there is anything which you do not understand or would like to discuss, please contact us and we will be happy to chat through the details with you.

Where we use the words ‘You’ or ‘Your’ it means the customer. ‘We’, ‘Us’, ‘Team” or ‘Our’ means Mason Moves Bristol Limited.


Unless otherwise stated the quote is not a fixed price. In the event of a quote being given as an hourly rate, fees are charged from when we leave our site until we complete unloading.  If it is outside of our coverage area within 20 miles of Bristol / Bath, we charge back to our site which is in Fishponds, Bristol. Day rates are up to 8 hours only (unless agreed with the team). For all services a maximum of 12 full driving hours is permitted in one day.

Fees will be changed if:

  1. The service is not carried out or completed within three months due to your delay
  2. Our costs change because of currency fluctuations or changes in taxation or disposal charges beyond our control

  3. We have to collect waste from floors higher than those agreed, in writing, at the time of booking

  4. Additional services, including moving or storing goods, are supplied by us (these conditions will also apply to those services).  Further terms and conditions apply to moving and storing goods.

  5. Any parking fees, fines (unless unreasonably incurred) or other charges that we have to pay in order to carry out services on your behalf

  6. Events outside our reasonable control cause delays

  7. We agree in writing to increase our limit of liability.  In all the above circumstances, you will pay a charge adjusted accordingly

Changes to the amount/Number of items

We estimate the time and charges based on information received, extra charges may be incurred if the actual amount on the day exceeds the amount of waste which were included in your quote, a couple of boxes/bags more, for example,  would not normally cause an issue, however if you have underestimated your waste by more than this our team will charge you our normal hourly rate. If you have grossly underestimated or have been misleading about the amount, size or type of waste you have, we may not be able to take all of your belongings due to the time scale allocated at time of booking.  Additional charges will apply for further services required to complete the job.


  1. Our vans are booked out for a minimum of 2 hours

  2. The half day booking must be paid in full before the date of the service. Any additional hours are due immediately upon completion of work

  3. Our services to cities outside of Bristol / Bath will be charged for the mileage to travel to destination and back to our base in Bristol

  4. Our services carried out over long distance and Europe are priced per job by contacting Mason Moves Bristol Limited

Higher Fees

We reserve the right to charge a higher fee for work carried out on weekends, bank holidays and unsociable hours


All bookings are accepted in good faith and confirmation of bookings will be issued.  Written terms and conditions are available on request. 


  1. A deposit is required before any official booking is confirmed. This sum is a minimum of 50% per booking and is non refundable to secure your date. Dates can not be reserved unless a deposit is made and is on a first come first served basis.

  2. If you change the date of the booking after it is already confirmed, the deposit may lost and another deposit may be required to secure the new date (see cancellation policy).

  3. We reserve the right to change or cancel any bookings.


If you cancel within the final 7 days of the booking date you will be charged 50% of the fee.  If you cancel within 48 hours of the date of the booking you will be charged the value of the booking in full.

We reserve the right to cancel the service if there is inadequate access preventing free movement of the waste without mechanical equipment or structural alteration, or the approach, road or drive prevents our vehicles and/or containers to load and/or unload within 20 metres of the waste.


Full payment must be paid on completion of the work. Payment for additional hours and/or services must also be met in full upon job completion. Any other kind of payment must be agreed on in advance.

We regret that cheques are no longer acceptable, but welcome you to pay via bank transfer or cash.


Should we request payment via invoice all invoices must be paid in full within 7 days of issue date unless an agreement is made in writing with you before work proceeds. We reserve the right to charge administrative fees for late invoice payments

Late Payment Fees

  1. Any invoice or payment outstanding will incur the following charges from invoice total;
    a) More than 7 working days - 10% charge
    b) More than 14 working days - 20% charge
    c) More than 21 working days - 30% charge

  2. If we receive no response from telephone or email, a £25 admin charge will incur per debt letter posted

Non-submission of certain goods for disposal

  1. We are unable to accept the following items for disposal: 

    1. Asbestos

    2. Biological or medical waste

    3. Helium or oxygen gas bottles

    4. Oil, petrol or diesel

    5. Paint

    6. Raw meat or fish

    7. Toxic substances, noxious chemicals, and solvents

  2. Any of the above-listed goods will not be removed by us. 

  3. If such waste is removed without our knowledge and prior written consent we will not be liable and you will indemnify us against any charges, expenses, damages or penalties claimed against us.

  4. The goods

    1. You declare, upon booking the service, that: 

      1. All waste to be removed and / or stored are your own property or

      2. you have been given the authority to make this contract by the person(s) who own or have an interest in the waste and that they have been made aware of these conditions. You will meet any claims for damages and / or costs against us if these statements are not true.

Arrival / Delivery Times

The team will do their best to arrive at the times quoted, however arrival times are estimated. Delays are sometimes unavoidable (due to traffic accidents, weather, job overrun etc). We will contact you if our team are going to be early/late via the contact number you provided at the time of booking.  We do not accept responsibility for any customer loses due to delays out of our control delays.

Jobs in Progress

It is your responsibility to ensure either you or a third party are present during the service to guarantee the correct waste is removed from the premises. We acknowledge that this is not always possible and as such do not accept responsibility for any items mistakenly taken or left behind due to you absence or that of a representative, or lack of clear instructions from you, should you be unable to be present.


Providing adequate parking is your responsibility, and if there are restrictions e.g. yellow lines, red routes, residents only parking, you must provide a permit from the local council.  If this is not possible please be honest and say where the closest legal parking is available e.g.: 50 yards, 100 yards etc. This may cost a little more but it is much better for you and our team if it is known in advance, if parking is allowed, try to reserve a space for the van outside the premises before the team arrives. If there is no parking pre -arranged any parking fines which are received will be your responsibility and must be paid by you on completion.  Our team will not knowingly park illegally.


When you give permission for us to drive onto your driveway, it is on the understanding that this is at your own risk. Failure to advise or notify us of any potential weaknesses will absolve us from any claims for compensation resulting from damage to said driveway.


It's your responsibility to ensure that all carpets, wallpaper, woodwork etc. is appropriately protected prior to the removal of your waste (if being removed from inside the property).  We do not accept responsibility for any damage to decorating, flooring etc. due to inappropriate or lack of protection methods.

Delays & Waiting Times

If any delay is caused by you ( e.g. you are not at the location) we reserve the right to add an extra cost to the final bill to cover loss of earnings on the next job bookings.

Waiting time will be charged at our normal hourly rate.

Waiting time includes; you arrive late, waste is not ready to load, or any other delays.


  1. All goods in transit are insured for £10,000. Any claim which exceeds this amount is non-refundable

  2. We do not accept responsibility for damaged or lost property after job is complete and payment is completed

Loading and Unloading

Our team will do the loading/unloading for you.

Health and safety

We take health and safety extremely seriously and do not carry out any work which will put anyone at risk (team members, customers or the public).  You are obliged to inform us of any adverse or unusual risks, and that the following is adhered to:

    1. Routes are clear to and from rooms and parking areas

    2. Waste is accessible to our team

    3. Rooms and outside areas are well lit

Claim timeline

You must report any damages to your property while our team is with them so that they can log a complaint and take photographs to establish the breakages. We will not accept responsibility for damages discovered after our team has left the premises.


An independent arbitrator may be appointed in the case of unresolved disputes. Any costs incurred due to this process will depend on the discretion of the Arbitrator.

Staff Abuse

Verbal or threatening behaviour will not be tolerated. If our team are forced to leave the job because of abuse, verbal or otherwise you will still be liable to pay in full.


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