Terms & Conditions

1. About Us

These Terms and Conditions govern the provision of services by HandleThat ("we", "us", "our"), a sole trader operating in South London and Greater London. By submitting a booking request or quote request through our website or by any other means, you ("the customer") agree to these terms.

For any questions, contact us at: hello@handlethat.co.uk

2. Our Services

We provide the following services:

• Man & Van Deliveries — collection and delivery of items within Greater London and surrounding areas
• Man & Van Removals — residential and storage moves, including furniture disassembly and reassembly
• Assembly & Handyman Services — furniture assembly, odd jobs, basic electrical and plumbing work

All services are subject to availability and confirmation by us. A booking is only confirmed when you receive a written confirmation from us via email.

3. Quotes & Pricing

All prices listed on our website are indicative. Final pricing will be confirmed in writing before the job commences. Hourly rate jobs are charged at the minimum agreed hire time, then in 30-minute increments thereafter.

For assembly and handyman services, fixed-price quotes will be provided based on photos or product links supplied by the customer. Quotes are valid for 14 days from the date of issue.

4. Deposits

The following deposit policy applies to all confirmed bookings:

• Jobs under 4 hours: No deposit required. Full payment is due on completion.
• Jobs of 4 hours or more: A deposit equal to 2 hours of work is required to confirm the booking.
• Full-day bookings: A 100% deposit of the agreed total is required to confirm the booking.

Deposits are payable by bank transfer, card or cash as agreed. The booking is not confirmed until the deposit has been received.

5. Cancellation Policy

• Cancellation with 24+ hours' notice: Full deposit refund. No charge.
• Cancellation with less than 24 hours' notice: Deposit is forfeited. No refund will be issued.
• Jobs requiring no deposit: We ask for reasonable notice. Late cancellations (less than 24 hours) may result in a call-out fee being charged at our discretion.

We reserve the right to cancel or reschedule a booking in the event of illness, vehicle breakdown, or other circumstances beyond our reasonable control. In such cases, we will notify you as soon as possible and offer a full refund of any deposit paid.

6. Payment

We accept the following payment methods: cash, card payment, and bank transfer. Your preferred payment method should be indicated at the time of booking. Full payment is due upon completion of the job unless a deposit arrangement has been made.

7. Insurance & Liability

HandleThat holds Public Liability Insurance (PLI) and Goods in Transit Insurance. Coverage limits are available on request. Our liability for loss or damage is subject to the terms and limits of our insurance policies.

When submitting a booking for Removals or Delivery services, customers are asked to select one of the following insurance options:

• I do not require additional insurance — the customer accepts that no insurance claim will be made against HandleThat beyond our standard liability
• I will arrange my own insurance — the customer takes responsibility for arranging their own removal or contents-in-transit insurance prior to the job
• I require free basic cover (T&C apply) — basic Goods in Transit cover is applied at no charge, subject to the conditions below

Our basic Goods in Transit cover does not apply to, and we cannot accept liability for:

• Goods that have not been packed by us and are not accompanied by an inventory or photographs taken before transit
• Furniture that has not been adequately protected using shrink wrap, bubble wrap or appropriate boxing
• Fragile items or items containing glass that have not been sufficiently protected with bubble wrap and a box
• Jewellery, money, or small items where any single dimension is less than one metre
• Pre-existing damage to items not declared before the job commences
• Items of exceptional value not declared in advance
• Loss or damage resulting from circumstances beyond our reasonable control
• Indirect or consequential losses

Customers requiring cover beyond our policy limits must arrange their own private insurance in advance. Specialist removal insurance is available through comparison sites such as comparethemarket.com and moneysupermarket.com. We also recommend checking your existing home contents insurance policy, as many policies include cover for items during a move.

8. Customer Responsibilities

• Ensure safe and legal access to all collection and delivery addresses
• Arrange parking permits or suspensions where required
• Declare any items of unusual value, fragility or weight at the time of booking
• Ensure all items are ready for collection at the agreed time
• Be present or have an authorised representative present during the job
• Dismantle any large or complex furniture before our arrival, unless disassembly has been specifically requested and confirmed as part of the booking
• Declare any particularly large, heavy or complex items — such as oversized wardrobes, multi-section shelving units or garden structures — at the time of booking. Failure to do so may result in additional charges or the job being rescheduled if the time required significantly exceeds the original estimate
• Ensure that all items will physically fit into the new premises. We are not responsible for items that cannot be moved into the destination property due to size or access constraints

9. Electrical & Plumbing Work

Our handyman services include basic electrical and plumbing work. All electrical work is carried out as minor works and does not include work that requires certification under Part P of the Building Regulations. If you require certified electrical installation work, we will advise you to engage a qualified electrician.

Plumbing work is limited to repairs and replacements that do not require access behind walls or structural modifications.

For drainage and unblocking services: we cannot accept liability for blockages that recur more than 48 hours after our initial work. If a blockage returns after this period, it is likely that an underlying issue remains within the drainage system, and a specialist plumber should be consulted.

10. Prohibited & Hazardous Items

We will not transport or handle the following items under any circumstances:

• Explosive, flammable or combustible materials (including gas canisters, petrol, fireworks)
• Corrosive, toxic or hazardous chemicals
• Illegal items or controlled substances
• Firearms, ammunition or weapons of any kind
• Perishable food items (unless agreed in advance for very short journeys)
• Live animals or plants
• Human or animal remains

If prohibited items are discovered during a job, we reserve the right to stop work immediately and retain any deposit paid. We will not be liable for any losses arising from our refusal to carry such items.

11. Access, Delays & Waiting Time

We will make every effort to arrive at the agreed time. However, we cannot guarantee exact arrival times due to traffic and factors outside our control. We will notify you promptly if we expect to be significantly delayed.

If we arrive at the agreed time and are unable to commence work due to circumstances on the customer's side — including but not limited to the customer not being present, keys not being available, or items not being ready — waiting time will be charged as follows:

• Fixed-price jobs: £10 for every 15 minutes of waiting
• Hourly rate jobs: Charged at the applicable hourly rate, rounded up to the nearest 30 minutes

If we are unable to gain access after a reasonable waiting period (30 minutes), we reserve the right to treat the job as cancelled with less than 24 hours' notice, and the cancellation policy in Section 5 will apply.

12. Congestion Charge & Road Tolls

The following charges apply where a job requires travel through a chargeable zone or toll road:

• London Congestion Charge Zone: £18 per day, charged to the customer
• Toll tunnels and roads (e.g. Blackwall Tunnel, Dartford Crossing): charged at the current official TfL / Highways England rate

These charges will be communicated at the time of booking where known, or added to the final invoice where incurred during the job.

13. Passengers in the Van

Customers are welcome to travel in the van to accompany their load. This is offered as a courtesy and is not a private hire or taxi service. A maximum of two passengers are permitted at any one time. Passengers travel entirely at their own risk and HandleThat accepts no liability for personal injury or loss of personal belongings during transit.

14. Estimates vs. Fixed Quotes

Where we provide a fixed quote, the agreed price is binding provided the job matches the description given at the time of booking. If the actual job differs materially from the description — for example, there are significantly more items, access is more difficult than stated, or additional floors are involved — we reserve the right to revise the price. We will always discuss any revision with the customer before proceeding.

Where we provide an hourly rate estimate, the final charge will be based on actual time taken. Hourly rate jobs are charged at the minimum agreed hire time, then in 30-minute increments thereafter. Estimates are given in good faith but are not guaranteed. We will advise you if we anticipate the job will significantly exceed the estimate.

15. Conduct & Staff Welfare

We expect all customers to treat our staff with respect. Verbal abuse, threatening behaviour or any form of intimidation will not be tolerated. If our operative is subjected to such behaviour, we reserve the right to stop work and leave the premises immediately. In such cases, the customer will remain liable for the full agreed price or the time worked, whichever is greater, and no refund of any deposit will be issued.

16. Property Damage

We take every precaution to avoid damage to your property, including floors, walls, doorframes and staircases. However, in older properties or where access is particularly tight, minor scuffs or marks may occur. We ask customers to point out any pre-existing damage before work commences.

Any damage caused by our negligence will be reported to you immediately. Claims for property damage must be raised at the time of the job or within 24 hours of completion. We cannot accept claims raised after this period.

17. Subcontracting

HandleThat operates as a sole trader. We do not subcontract jobs to third parties without prior agreement with the customer. If for any reason we are unable to fulfil a booking ourselves and wish to arrange an alternative, we will notify you in advance and seek your agreement.

18. Force Majeure

We will not be liable for any failure or delay in performing our services where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: severe weather conditions, road closures, traffic accidents, vehicle breakdown, illness, strikes, government restrictions, or acts of God.

In such circumstances, we will notify you as soon as reasonably possible and will endeavour to reschedule your job at the earliest available opportunity. Any deposit paid will be fully refunded if we are unable to reschedule to a mutually convenient time.

19. Complaints

If you are unhappy with any aspect of our service, please contact us at hello@handlethat.co.uk within 48 hours of the completion of your job. Please include your name, booking date, a description of the issue, and any supporting photos where relevant.

We will acknowledge your complaint within 2 business days and aim to resolve it within 7 business days. We take all feedback seriously and are committed to resolving issues fairly.

20. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

21. Changes to These Terms

We reserve the right to update these Terms and Conditions at any time. The current version will always be available on our website. Continued use of our services following any changes constitutes acceptance of the revised terms.