Terms of Service
1. Your service provider
Foolmovers UK is operated by Vesta Consultancy Ltd, registered in England and Wales under company number 13380694. Registered office: 78 York Street, London W1H 1DP, United Kingdom. Contact uk@foolmovers.com or +44 20 8050 6535.
These terms cover UK customer enquiries and removal bookings accepted by Vesta Consultancy Ltd. Any different contracting company must be clearly identified before a booking is accepted.
2. Quotes and booking
A website enquiry is free and does not create a booking or reserve capacity. A booking is formed when you accept our written quote and we send written confirmation. A deposit is payable only after confirmation. Before you commit, we will provide the quote, these terms and the service details in a form you can save.
The quote will state its validity period, route, inventory or agreed volume and weight, collection and delivery dates or windows, transport option, assistance, total price and payment schedule. Specific written arrangements agreed for your move take priority over general descriptions on the website, subject to your statutory rights.
3. Price and payment
Published kilometre rates and journey examples are starting points, not complete quotes for every move. The written quote will identify the currency and total price, applicable taxes, and whether crossings, tolls, parking, customs handling, duties and additional crew are included or excluded. Where a third-party cost cannot reasonably be fixed in advance, the quote will explain how it is calculated.
Payment schedule: A prepayment of 20% of the agreed total after written booking confirmation, with the balance due two working days before collection, unless a different schedule is agreed in writing. A deposit is part-payment and is not automatically non-refundable.
If payment is late, we will contact you and give a reasonable opportunity to resolve it before suspending or cancelling the service. We will not add an undisclosed penalty. Changes to the agreed service or price require your agreement before extra work is carried out, except where an immediate step is reasonably necessary for safety or to protect belongings; we will explain any resulting charge.
4. Your belongings and access information
Give us accurate collection and delivery addresses, contact details, an inventory, approximate dimensions and relevant access information. Tell us about stairs, lifts, loading distances, parking permits, heavy or fragile items and high-value belongings. The maximum volume advertised is 12 m³; allowable payload weight and item suitability must also be agreed. Do not assume that every load fitting the van can legally or safely be carried.
Pack securely unless packing is included in your quote. Keep passports, keys, money, jewellery, essential medicines and irreplaceable documents with you. Tell us in advance about items needing specialist handling. Do not include unlawful goods, undeclared dangerous substances, or items we have not agreed to carry.
Ensure you are entitled to arrange transport of the belongings and that access and any required permissions are available at both ends. Let us know promptly if details change so we can agree any revised arrangements.
5. Transport and driver assistance
Our standard advertised service includes two hours of driver help loading the van, unless the quote expressly states a different arrangement. Additional help costs £50 per hour. Carrying belongings to or from the van is not included and costs £50 per hour. Additional crew or packing services must be agreed and priced.
Shared transport may involve other compatible shipments and a wider agreed scheduling window. Dedicated transport and any delivery commitments will be described in your quote. We may use suitable transport partners to perform a move, but Vesta Consultancy Ltd remains responsible for the service it contracts to provide.
We will use reasonable care and skill and communicate material delays. Estimated arrival times may be affected by traffic, border checks and other events. If a material change makes the agreed service impracticable, we will discuss suitable alternatives and any cancellation or refund rights rather than treating the original commitment as automatically waived.
6. Customs and border documents
The quote will identify who prepares and submits customs documents and who pays duties, taxes and official charges. Provide accurate and timely information when requested. Documentation support does not guarantee clearance or an exemption from charges. Any avoidable costs caused by missing information must be explained and reasonably evidenced. Do not submit identity documents through the public enquiry form; ask for a suitable secure method.
7. Changes and cancellations
Contact us as soon as possible if you need to change or cancel. We will confirm any agreed change and price adjustment in writing. A new date depends on availability; a change request does not automatically cancel the existing booking.
Cancellation policy: any cancellation charge is limited to the reasonable net loss directly caused by cancellation, after deducting costs saved and income recovered through replacement work. There is no automatic forfeiture of the deposit or fixed percentage penalty. We will explain the calculation and refund any payment exceeding the justified charge within 14 days of agreeing the cancellation account. Any mandatory refund deadline or right takes priority.
Transport of goods booked for a specific date or period may be excluded from the usual 14-day distance-contract cancellation right. We will explain the position applicable to your booking before you commit. Where a statutory cancellation right does apply, we will provide the required information and cancellation method; these terms do not remove that right.
If we cancel and cannot provide an alternative you accept, we will refund the payment for the unprovided service without undue delay, normally within 14 days. This does not limit any additional remedy you have under applicable law.
8. Responsibility, insurance and claims
We are responsible for performing the agreed service with reasonable care and skill. These terms do not state that all belongings are comprehensively insured, impose a new fixed liability cap, or automatically apply a per-kilogram transport limit. Any applicable carriage conditions and cover must be identified and provided before booking.
Before accepting a move, we will explain the insurance or liability arrangements, relevant limits, exclusions, excess and any optional additional cover. Tell us about valuable or unusual items so suitability and cover can be assessed. Our obligations to you are not replaced by an insurer's decision.
Check belongings when reasonably practical. Tell us promptly about loss or damage, keep photographs and relevant packaging where possible, and provide your booking reference. Prompt reporting helps investigation; it does not impose an arbitrary deadline that removes your statutory rights. Nothing excludes liability that cannot lawfully be excluded, including death or personal injury caused by negligence or fraud.
9. Complaints and consumer rights
Send complaints to uk@foolmovers.com with your reference and the outcome you seek. Service standard: We will acknowledge within two working days and aim to provide a substantive response within 14 days, explaining if an investigation takes longer.
These terms are governed by the law of England and Wales, subject to mandatory protections that apply to you. Consumers retain any right to bring proceedings in their home jurisdiction. Nothing in these terms restricts non-excludable consumer rights or requires compulsory arbitration.
10. Website, privacy and updates
Use the website lawfully and do not submit spam, malicious code or misleading information. Read the Privacy Policy for how personal information is handled. The enquiry form uses FormSubmit; submitting an enquiry does not subscribe you to marketing.
We will date updates to these terms. A later update does not retrospectively change an existing booking without agreement.