General T&Cs
Home Removals, Business Relocations, and Transport Services Terms and Conditions
These terms and conditions form part of the Contract between you and J2B Logistics Limited for the services we provide. They cover household removals, business relocations and the transport of goods in England, Wales and Scotland, and explain what we each need to do, how changes are agreed and how problems are resolved.
“We” means J2B Logistics Limited; “you” means the customer. The “Contract” is the agreement between us, consisting of our written quotation, these terms and our written booking confirmation, together with any later changes or additional services we agree with you in writing.
Clearance and ongoing storage are outside these terms – find the terms for these services here. Temporary storage needed as part of a move or transport job is covered below.
Trading address: 26 Darwin Close, Ely, Cambridgeshire CB6 3WY
Registered office: 11 Marroway Lane, Witchford, Cambridgeshire CB6 2HU
Company number: 15983702
Email: info@j2blogistics.co.uk
Telephone: 01353 634346
1 Agreeing your move
1.1 Our quotation is based on the information you give us about the work required, the goods to be moved, and access at the collection and delivery addresses. It will identify the work, addresses, moving date or period, total price including VAT where applicable, payment dates and any additional charging rates. Quotations remain valid for 30 days unless stated otherwise. Packing, unpacking, dismantling and reassembly are included only if expressly listed.
1.2 The Contract begins when you accept our quotation, pay any required deposit, and we confirm acceptance of your booking in writing. Writing includes email, text message and other written electronic messages.
1.3 If the information on which our quotation was based changes, or you ask us to carry out additional work, the price may also change. Any changes to the agreed work or price must be expressly agreed and recorded in writing. Where reasonably possible, we will explain and agree any additional charge before carrying out the additional work.
1.4 Nothing in these terms removes any legally binding assurances we have given you or any statutory rights you may have as a consumer.
2 Goods requiring prior agreement
2.1 You must own the goods or have the owner’s authority to move them. Carry cash, jewellery and essential or irreplaceable documents yourself; we will not accept them unless expressly agreed in writing beforehand. Tell us before booking about individual items worth more than £1,000, items needing special handling, and any move where the total value of the goods to be carried is likely to exceed £50,000, so that we can agree suitable arrangements. Failure to tell us does not automatically prevent a claim, but may affect responsibility where the lack of information materially prevented us from taking reasonable precautions or arranging appropriate cover.
2.2 Do not include dangerous goods such as fuel, gas cylinders, explosives or ammunition. We will not carry live animals, goods needing controlled temperatures, or items requiring special licences unless we expressly agree beforehand. Illegal goods are never accepted.
2.3 Undisclosed goods may be refused. We will explain any safe and lawful arrangements required and charge only reasonable resulting costs for which you are responsible.
3 Errors and changes to the job
3.1 If either party discovers a material error or omission in the agreed job specification, they must notify the other promptly. We will explain its effect and propose any reasonable changes to the work or price for your agreement. Additional work outside the agreed specification requires a separate agreement. If agreement cannot be reached, any cancellation and charges depend on the circumstances and each party’s legal rights.
3.2 A material error is one that significantly affects the work, access, time or resources required. It does not include our simply underestimating the cost of the correctly described job. We cannot increase a confirmed price merely because our own costs rise. If we propose a material change before work starts for reasons outside your responsibility, you may decline the change and cancel the affected work without charge, and we will refund any deposit or advance payment you have made for that work.
4 Price and payment
4.1 A 20% deposit is due on the date shown in your booking confirmation. It is credited against the price and is not automatically forfeited. The balance is due on the agreed payment date shown in the quotation or booking confirmation. If no payment date has been specified, we will notify you in writing of the date by which payment is due.
4.2 Extra work, materially different goods or access, or waiting time caused by circumstances for which you are responsible may require an additional charge. We will explain the reason, calculation and options and seek your agreement before incurring it. Relevant rates must have been disclosed before booking; agreed parking, permit and toll costs are charged at cost. We do not charge for delays or mistakes caused by us.
4.3 If payment is late, we will give notice and a reasonable opportunity to pay before suspending unstarted work. We may charge simple interest on overdue, undisputed sums at 4% a year above Bank of England base rate. If you genuinely dispute part of an invoice, tell us promptly and pay the undisputed balance. Nothing in these terms affects any legal right you may have to withhold payment.
5 Cancellation or postponement by you
5.1 Tell us as soon as possible in writing if you need to cancel or change the date. The following maximum charges apply, subject to any statutory cancellation right:
Notice before the agreed start: Maximum total charge
More than 10 calendar days: No charge
48 hours to 10 calendar days inclusive: 20% of the agreed price
Less than 48 hours: 50% of the agreed price
5.2 Notice is measured backwards from the booked start time; days and hours are consecutive, including weekends. These are maximum charges, not automatic fees or penalties. Any charge must reflect our reasonable net loss resulting from the cancellation, including unavoidable costs and lost profit, after allowing for costs saved and any replacement work. We will take reasonable steps to reduce the loss and will explain our calculation on request.
5.3 Payments already made, including any deposit, count towards any cancellation charge; they are not added to it and are not automatically forfeited. If the applicable cancellation charge is greater than the amount already paid, you must pay the outstanding balance. If the amount already paid exceeds the applicable cancellation charge, we will refund the difference within 14 days.
5.4 If you ask to postpone the work, we will consider the request reasonably and, if we can accommodate the new date, agree any revised price with you. We will not charge twice for the same loss.
5.5 No cancellation charge applies where you validly cancel because of our material breach.
5.6 Where you are a consumer, any statutory cancellation rights you have remain unaffected. The statutory 14-day cooling-off right does not apply to a contract for the transport of goods where the Contract provides for a specific date or period of performance. This includes short-notice bookings made less than 14 days before the agreed moving date. The cancellation provisions in this section apply from the date the booking is confirmed, subject always to any statutory rights that cannot lawfully be excluded.
6 Preparing for moving day
6.1 Give us reasonably accurate details of the load, access, stairs, lifts and parking. Arrange any parking permits, access permissions or other arrangements that the quotation says are your responsibility, have the goods ready and suitably packed unless we are packing them, and prepare appliances safely. We may refuse work that we reasonably consider unsafe and will discuss a safer alternative with you.
6.2 You or an authorised representative should be available, where reasonably practicable, to give instructions and check collection and delivery. Tell us promptly about any inventory errors. Signing for delivery acknowledges receipt of the goods, not that every item has been inspected.
7 Carrying out and completing the move
7.1 We will carry out the agreed work with reasonable care and skill, take reasonable care of your goods and premises, use suitable staff and equipment, and remain responsible for any subcontractors we use. We will notify you promptly of significant delays, take reasonable steps to reduce disruption and discuss reasonable alternatives with you.
7.2 You do not have to accept a substitute date or provider. If we cancel or cannot meet an essential agreed date and no acceptable alternative is agreed, we will refund payments for unperformed work within 14 days. This does not affect any right you may have to compensation for our breach.
7.3 If delivery cannot be completed, we will seek your instructions. If you cannot be reached and storage is reasonably necessary, we may arrange suitable secure storage and will tell you promptly where the goods are and how redelivery can be arranged. Unless the problem was caused by us, you are responsible for the reasonable additional costs we incur as a result, including storage, additional transport, waiting time and redelivery. If the problem was caused by us, we will bear those costs. Placing goods into storage does not by itself mean that we have completed the Contract.
7.4 If work is delayed or prevented by circumstances outside our reasonable control, we will tell you as soon as reasonably possible, take reasonable steps to reduce the disruption and discuss the available options with you. We will not charge you for costs caused by our own failure, but we may charge reasonable additional costs necessarily incurred because of the external event where those costs were not reasonably avoidable and the relevant charging basis was disclosed before booking.
7.5 If goods remain uncollected or we are unable to obtain your instructions for an extended period, we may, after giving any notice required by law, exercise any legal right available to us in relation to uncollected goods, including the right to sell them. We will account to you for any proceeds remaining after reasonable amounts lawfully due to us have been deducted.
8 Responsibility and compensation
8.1 We will be responsible for loss or damage to the extent that it results from our failure to use reasonable care and skill or from another breach of the Contract. Owner-packed goods remain covered where the damage was caused by our handling, although the adequacy of the packing and the nature of the damage may be relevant when establishing what caused it. We are not responsible to the extent that a loss was caused by inadequate customer packing, a pre-existing fault, ordinary deterioration, or another cause for which we are not legally responsible.
8.2 Responsibility depends on what caused the problem. If both parties contributed to the loss or damage, that will be reflected fairly in any settlement.
8.3 For goods, compensation will normally reflect the reasonable cost of repair or, where repair is not reasonable, the value of the item immediately before the loss or damage, taking account of its age and condition. It does not automatically provide a new replacement for a used item. For damage to premises, we will meet the reasonable and proportionate cost of putting right the damage we caused, taking account of whether a local repair would leave a material mismatch.
8.4 Unless we expressly agree a different limit with you in writing before the work begins, our total liability for loss of or damage to goods arising from any one event is limited to £50,000 for each vehicle involved. If you tell us before booking that the total value of the goods to be carried is likely to exceed this amount, we will discuss whether additional cover or other arrangements can be made and will confirm any different liability limit and additional charge in writing.
8.5 Our insurance arrangements do not by themselves determine your legal entitlement. Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud, or any other liability or remedy that cannot lawfully be excluded or restricted.
9 Reporting loss or damage
9.1 Please report any loss or damage promptly after discovery, preferably by email. Check for visible damage at delivery and unpack within a reasonable time where practicable. There is no automatic 48 hour cut-off. A later report will be considered on its evidence, although delay may affect a claim where it materially prevents us from investigating what happened or increases the loss.
9.2 Describe what happened and provide any reasonable evidence you have of ownership, previous condition, damage and value. This may include photographs, inventories, repair estimates, receipts or other credible evidence. The absence of an original receipt does not by itself defeat a claim. We may reasonably ask to inspect an item or obtain an independent assessment.
9.3 Take reasonable steps to prevent further loss. Where safe and practicable, keep damaged goods and packaging and give us a reasonable opportunity to inspect them before repair or disposal. Urgent action may be taken where necessary; please record the condition and work carried out where possible. Any transfer of a damaged item to us following full compensation must be agreed.
9.4 Claims must be honest and reflect the actual loss. We may reject any deliberately fabricated or exaggerated part of a claim and will explain our reasons. A mistake or disagreement about value is not by itself fraud. You cannot recover twice for the same loss, so please tell us about any relevant payment from an insurer or other party.
10 Complaints
10.1 Send complaints to the email address above. We will acknowledge them within five working days and aim to give you a full response within 20 working days. If we need longer, we will explain why. Working days exclude weekends and public holidays.
10.2 If you are a consumer and remain dissatisfied after our final response, we will give you details of any independent dispute-resolution arrangement that is available to you and that we are required to participate in. You may still take the matter to court.
11 Personal information and legal rights
11.1 We use personal information to provide quotations, arrange and carry out the work, take payment and handle enquiries or claims. We share it only where reasonably necessary or legally required. Our privacy notice explains how we use personal information and your data rights and will be made available when we collect your information.
11.2 These terms are governed by the law of England and Wales. Nothing in them removes any mandatory consumer protection or any right you may have to bring proceedings in another part of the United Kingdom. If any provision cannot lawfully be enforced, the rest of the Contract remains in effect.