Here at Mason Moves Bristol Limited 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.

    1. Quotation

    1.1.  Unless otherwise stated, our quotes are provided as fixed prices, ensuring transparency and eliminating any confusion about the costs involved. 

    1.2.  For services quoted with a fixed price, the fee covers the entire job, up to a maximum of an 8-hour day. If the job extends beyond 8 hours, an additional hourly rate may apply.

    1.3.  Unless otherwise stated, our quotes are provided as fixed prices, ensuring transparency and eliminating any confusion about the costs involved.

    1.4.  Please note that if the job is outside of our coverage area, which is within 20 miles of Bristol, we may charge for the return journey to our site in Fishponds, Bristol.  

    1.5. In a single day, a maximum of 12 full driving hours is permitted


    2.1.  The service is not carried out or completed within 90 days of the original quote.

    2.2.  Our costs change due to currency fluctuations, fuel prices, taxation, or disposal charges beyond our control

    2.3.  We are required to collect items or waste from floors higher than the agreed levels at the time of booking, as confirmed in writing.

    2.4.  Any parking fees, fines (unless unreasonably incurred), or other charges necessary for carrying out services on your behalf.

    2.5. Delays caused by events outside our reasonable control.

    2.6. An increase in our limit of liability, which must be agreed upon in writing.

    2.7. In all of the above circumstances, you will be notified of the adjusted charges.


    3.1.  We estimate the time and charges based on the information provided by you.

    3.2.  Additional charges may apply if the actual number of items exceeds the amount included in your quote. A small number of extra boxes would not typically cause an issue. However, if you have significantly underestimated the number of items, or items are added after your quote is issued our team will provide a quote for the additional time required.

    3.3.  If you have grossly underestimated or misled us regarding the amount, size, or type of items, we may not have sufficient time or resources to move all your belongings within the allocated time frame. Additional charges will apply for any further services or time required to complete the job (subject to our availability to do so).

    3.4.  If you inform us you wish to exclude items from your move (for example if you are selling/donating/disposing of items) and they subsequently need to be moved, additional charges will apply for any further services or time required to complete the job (subject to our availability to do so).

    4. Pricing

    4.1. Where an hourly rate has been quoted our vans are booked out for a minimum of 2 hours

    5. higher fees

    5.1 We reserve the right to charge higher fees for work carried out on weekends, bank holidays, and during unsociable hours
    6. bookings
    6.1 All bookings are accepted in good faith, and confirmation will be issued once the booking is made.

    6.2  A deposit of 50% is required to confirm any booking and/or reserve any date. Dates cannot be reserved without a deposit, and bookings are on a first-come, first-served basis.

    6.3 If you change the date of the booking after it is already confirmed, the deposit may be lost (see cancellation policy – section 7).

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

    7. Cancellation

    7.1. 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.

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

    8. Payment

    8.1. Full payment of any balance must be made 24 hours before the booking date

    8.2. Payment for any additional hours and/or services must be settled in full upon job completion.  These can be paid for via card reader on the day.

    8.3. Alternative payment plans must be agreed upon in advance.

    8.4. We no longer accept cheques but welcome payment via bank transfer. Payment by card reader or cash must be agreed upon in advance.

    9. Invoice

    9.1.  If payment via invoice is agreed, all invoices must be paid in full within 7 days of the issue date. If an alternative agreement is made in writing before work commences, this payment term may be adjusted.

    9.2. Late payment of invoices may incur administrative fee (see section 10).

    10. Late Payment Fees

     10.1. Any invoice or payment outstanding will incur the following charges from invoice total

                              10.1.1. More than 7 working days – 10% charge

                              10.1.2. More than 14 working days – 20% charge

                              10.1.3. More than 21 working days – 30% charge

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

    11. Removal / Delivery Service

    11.1. We do not dismantle furniture unless it has been pre-agreed and a liability waiver signed, and in any event is not covered by our insurance.

    11.2. Vinyl flooring is not covered by our insurance.

    11.3. We do not:

                                11.3.1. Disconnect or reconnect appliances, fixtures, fittings or electrical equipment.

                                11.3.2. Take up or lay fitted floor coverings. 

                                11.3.3. Move storage heaters (unless previously agreed and dismantled). 

                                11.3.4. Move items from a loft unless pre-agreed.

                                11.3.5. Move plants unless pre-agreed.

                                11.3.6.  Move loaded refrigerators or freezers

                                11.3.6. Move or store any terms excluded under clause 12

    12. Non-submission of certain goods for removal 

    12.1. The following items are excluded from this contract:

                                12.1.1.  Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of any                                               similar kind

                                12.1.2.  Items, which have potential to damage, explode or are dangerous including gas bottles, aerosols, paints, firearms and                                                           ammunition

                                12.1.3.  Prohibited or stolen goods

                                12.1.4.  Controlled drugs

                                12.1.5.  Plants or goods which may be likely to encourage vermin, pests or cause infestation

                                12.1.6.  Foodstuffs or liquids

                                12.1.7.  Any pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier

                                12.1.8.  Goods, which require government permission or licence for export or import

    12.2.  We will not remove any of the above-listed goods. If these goods are removed without our knowledge and prior written consent, we will not accept liability for any loss or damage. You will indemnify us against any charges, expenses, damages, or penalties claimed against us. Additionally, we reserve the right to dispose of goods listed without notice.

    13. The goods

    13.1. By booking our service, you delcare:

    13.1.1. All goods to be removed and/or stored are your own property or you have been authorised to make this contract by the person(s) who own or have an interest in the goods. They have been made aware of these conditions, and you will be responsible for any claims for damages and/or costs against us if these statements are untrue.

    13.1.2. You have estimated the proper value of your goods

    13.1.3. It is your responsibility to ensure that we are made aware of any goods which are of a fragile nature (where it is not immediately apparent) or that have a value of over £500.  We reserve the right to decline to carry goods which we deem to be of high risk, or ask that you ensure there is adequate or specialist packing for those item.

    14. Arrival / Delivery TimeS

    14.1. We will make every effort to arrive at the times quoted. However, please note that arrival times are estimates. Delays due to traffic incidents, weather conditions, job overruns, or other unforeseen circumstances may occur. If our team is going to be early or late, we will contact you via the provided contact number. We do not accept responsibility for any customer losses resulting from delays beyond our control.

    15. Jobs in Progress

    15.1.   It is your responsibility to ensure either you or a third party are present during the service to guarantee the correct items are moved from the premises and delivered to their rightful place at the new address and that any existing damage to items are verified to ensure there is no confusion around when the damage occurred. We do not accept responsibility for any items mistakenly taken, left behind or moved to the wrong place, or claims against damage where there is an absence of the customer or customer representative.

    16. Packing & Assembly

    16.1. It is your responsibility to pack all items properly and ensure that furniture or items are adequately protected. This includes bubble-wrapping fragile items such as vases, lamps, table tops, dining chairs, and flat-packed furniture (for example).

    16.2. We do not accept responsibility for any damage or breakage caused by poor packing or inappropriate protection

    16.3. Unless a packing service has already been agreed with us, it is your responsibility to dismantle any furniture and beds before our arrival

    16.4. If any furniture and beds require dismantling before transportation, it is your responsibility to reassemble them at the destination unless otherwise agreed with us and a liability waiver signed

    16.5. It is your responsibility to keep screws, bolts, fixings, and similar items safe. We do not accept responsibility for any missing fixtures and fittings

    16.6. All pictures, mirrors and televisions must be taken down from walls prior to our arrival and must be packed and protected ready for removal

    17. Parking

    17.1. Providing adequate parking is your responsibility. If there are parking restrictions such as yellow lines, red routes, or residents-only parking, you must obtain a permit from the local council. If this is not possible, please inform us honestly about the closest available legal parking, specifying the approximate distance (e.g., 50 metres, 100 metres). Additional charges may apply, but it is essential for both you and our team to have this information in advance. If parking is permitted, try to reserve a space for the van outside the premises before our team arrives. If no parking arrangements are made, any parking fines received will be your responsibility and must be paid upon completion of the job. Our team will not knowingly park illegally.

    18. Driveways

    18.1. When you grant permission for us to drive onto your driveway, it is at your own risk. We cannot be held responsible for any damages to the driveway unless prior notification of any potential weaknesses is provided

    19. Size of Items

    19.1. It is your responsibility to ensure that all items will fit into the new premises, taking into account items such as wardrobes, beds, sofas, etc. We are not insured for removing doors or creating new entrances to the premises.  

    20. Delays & Waiting Times

    20.1 If any delay is caused by you (e.g., incomplete packing, waiting for keys, incorrect address, not arriving at the property / storage unit), we reserve the right to charge an extra cost to cover our additional expenses. We will discuss this with you at the time the delay becomes apparent.

    20.2 Waiting time will be charged at our normal hourly rate.

    20.3 Waiting time includes key collection, contract signing, your late arrival, items not ready to load, your absence at either end, or any time when loading/unloading is not taking place, as well as other delays

    21. Insurance

    21.1. All goods in transit are insured for a maximum of £10,000 per vehicle. Claims exceeding this amount are non-refundable.

    21.2. We do not accept responsibility for damaged or lost property after the job is complete

    21.3. You must inform us of any items which is valued over £500

    22.  Loading and Unloading

    22.1 Our team will handle the loading and unloading for you, placing items in the room of your choice if required.

    22.2 Standard terms do not include packing or unpacking boxes. However, such services can be pre-arranged.

    23.  Health and safety

    23.1 We prioritise health and safety and will not undertake any work that poses a risk to anyone involved, including our team members, customers, or the public. You are obligated to inform us of any adverse or unusual risks. Additionally, the following measures should be adhered to:

    23.1.1 Ensure clear routes to and from rooms and parking areas.

    23.1.2 Pack goods securely in sturdy boxes weighing no more than 20kg per item/box.

    23.1.3 Keep items as close to the property as possible.

    23.1.4 Ensure that rooms and outside areas are well lit

    23.2.  Due to our duty of care with our employees, we will only move items in accordance with the manual handling operations regulations 1992 (U.K.) or any equivalent law or regulations. If this is not possible, you will be informed of the issue and that we will not be able to move the item. We will then bear no further responsibility for the movement of the item.

    24. Claim timeline

    24.1 Any damages to your goods must be reported while our team is present so that we can log a complaint and take photographs as evidence. We will not accept responsibility for damages discovered after our team has left the drop-off destination.

    25. Claims and disputes

    25.1 In 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.

    26.  Staff Abuse

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

    Please note that these terms and conditions are subject to change without prior notice. It is your responsibility to review and familiarise yourself with the latest version.