These terms form the contract between Hippo Trucks Limited ("we", "us") and you ("the Customer") when you accept a quote for our services.
1. Our quotation
Quotes are valid for 30 days and assume standard access (reasonable parking within 20m, working lifts where relevant, no long carries or excessive stairs beyond those declared). Where actual conditions differ materially from those declared at survey, we may adjust the price — we'll always agree it with you first.
2. What's included
Unless otherwise stated: labour, vehicle(s), fuel, mileage, standard blankets and straps, £50,000 goods-in-transit insurance and £2m public liability. Packing materials and dismantling/reassembly beyond standard are quoted separately.
3. What's not included
- Congestion Charge, ULEZ, parking suspensions, ferry or toll fees (charged at cost).
- Items we're not permitted to move: perishables, cash, jewellery, live plants outside 24 hours, hazardous or illegal goods, firearms.
- Disconnection of gas, water or hardwired appliances (arrange with a qualified engineer).
4. Payment
A 25% deposit secures your date. The balance is due the working day before your move by bank transfer or card. Late payment interest of 4% above Bank of England base rate may be applied to overdue invoices.
5. Cancellation & postponement
- More than 10 working days before: full refund of deposit.
- 5 – 10 working days: 50% of the total charge.
- Less than 5 working days: 75% of the total charge.
- On or after the move day: 100% of the total charge.
6. Our liability
We are liable for loss or damage caused by our negligence, up to the insured value stated on your quote. Claims must be notified in writing within 7 days of delivery. Our liability for delay is limited to the equivalent value of one day's storage. We cannot accept liability for items packed by the customer (PBO) unless there is external evidence of mishandling.
7. Storage
Where your goods are held in our storage, separate storage terms apply and will be provided with your booking confirmation.
8. Complaints
We aim to resolve any complaint quickly and fairly. Contact care@hipporemovals.co.uk. If we can't reach agreement, disputes may be referred to The Furniture & Home Improvement Ombudsman.
9. Governing law
These terms are governed by the laws of England & Wales and subject to the exclusive jurisdiction of the English courts.