1. Introduction
We aim to provide clear and transparent terms with all of our customers. Please read these Terms carefully before you submit your booking to AMR Services East Mids. These Terms include, but are not limited to, explaining who AMR Services East Mids are, our Services, the Services provided by our Subcontractors, the contract between you and AMR Services East Mids, and the contract between you and our Subcontractors.
1.1 Definitions Used in These Terms
- Domestic: Domestic services provided within the United Kingdom, including ferry or water crossing.
- AMR Services East Mids / Our / Us / We / Its: Refers to AMR Services East Mids.
- Quote: The quote given to you by AMR Services East Mids in accordance with clause 3.5(a) together with any additional charges as set out in clause 3.5(d).
- Website: Our website, which can be found at www.amr-services.uk
- Booking: Acceptance of your Booking Request by AMR Services East Mids.
- Booking Request: The process of filling in the online form a customer inputs delivery or moving details into or sends details via a messaging service.
- Booking Request Form: The form entitled “Booking Request Form” on the AMR Services East Mids Site which you will have completed and submitted to AMR Services East Mids and provides us with the information required to provide you with the Quote.
- Business Customer: You are a Business Customer if you are entering into this agreement for provision of the Services in respect of your business, trade, craft or profession.
- Booking Form: A full and complete list of all items and inventory to be transported by us or our Subcontractors.
- Contract: Once we have accepted your Booking Request, provided you with a Quote and you have confirmed that you wish to proceed with a Price Option, a Contract is created.
- Domestic Customer: You are a Domestic Customer if you are entering into this agreement for provision of the Services as an individual in respect of your home or on behalf of your family, guardians or carers.
- Hourly Rate Job: Shall have the meaning given to it in clause 3.
- Hourly Rate Vehicle: This is the meaning given in clause 3.3.
- Insurer: Fast Quote.
- Subcontractors: AMR Services East Mids Subcontractors as described in these Terms.
- Price: Acceptance of a specific Price Option together with any agreed amendments.
- Price Options: The Price Options provided to you in accordance with clause 2.5(a).
- Private Customer: You are a Private Customer if you are an individual and you are entering into an agreement for the provision of the Services, wholly or mainly for you personally and not for use in connection with your trade, business, craft or profession.
- Services: The services provided in accordance with these Terms.
1.2 Additional Definitions
- Terms: These terms and conditions on which we (and our Subcontractors) supply our Services to you.
- Urgent Booking: A Booking made with less than 48 hours’ notice.
- Van Size: This refers to the option on the Booking Request Form, which allows you to choose the size of van required to transport your goods based on your own calculations. This is opposed to, or in addition to, a Comprehensive Booking Form.
- Wait Time: Fifteen minutes.
- The Collection Point: The address at which a Consignment is received or collected by us.
- The Delivery Point: The address to which any Consignment is delivered.
2. Information About and How to Contact AMR Services East Mids
2.1 Who We Are
We are Adam Reed trading as AMR Services East Mids.
Our registered office is at:
93 Salisbury Drive, Midway, Swadlincote, DE11 7LE
2.2 How to Contact Us
You can contact us by:
– Telephone: 0330 175 7067
– Post: AMR Services East Mids, 93 Salisbury Drive, Midway, Swadlincote, DE11 7LE
– Email: hello@amr-services.uk
– Website: www.amr-services.uk
2.3 How AMR Services East Mids Will Contact You
If we have to contact you, we will do so by telephone, by writing to the email or postal address provided in your Booking Request Form, or by text message to the mobile number provided in your Booking Request Form.
2.4 Overview of Our Services
We provide a wide range of professional services across the UK, including:
– Man and Van Services
– Business Courier Solutions
– House Removals
We are a fully licensed, insured, and family-run business based in Swadlincote, serving the East Midlands and beyond.
3. Customers
3.1 Contract Basis
If we have confirmed that you are a Domestic or Business Customer when you enter into the Contract with AMR Services East Mids in accordance with these Terms, it will be on the basis that AMR Services East Mids are acting as a service provider. AMR Services East Mids are entitled and authorised to enter into this Contract with you on their behalf and to arrange the Services as an agent. This Contract governs your relationship with AMR Services East Mids and also with our Subcontractors.
If we have confirmed that you are a Domestic or Business Customer when you enter into the Contract with AMR Services East Mids in accordance with these Terms, it will be on the basis that AMR Services East Mids are acting as a service provider. AMR Services East Mids are entitled and authorised to enter into this Contract with you on their behalf and to arrange the Services as an agent. This Contract governs your relationship with AMR Services East Mids and also with our Subcontractors. The terms relating to Domestic and Business Customers also apply to Private Customers unless otherwise stated.
4. Services and Our Contract with You
4.1 Price Options and Booking
As set out above, AMR Services East Mids will supply you with a Price Option dependent on your requirements notified in the Booking Request Form. The information you provide on the Booking Request Form is used to produce the Price Option; any alteration to the information supplied may subsequently alter the Price.
4.2 Formation of Contract
Accepting a particular Price Option that best suits your needs and supplying AMR Services East Mids with your payment details creates a contract between you and AMR Services East Mids and/or our Partner and grants us authority to confirm to the relevant Partner that you have accepted the Price Option and that they will undertake the Services for you at the agreed Price.
As set out above, AMR Services East Mids will supply you with a Price Option dependent on your requirements notified in the Booking Request Form. The information you provide on the Booking Request Form is used to produce the Price Option; any alteration to the information supplied may subsequently alter the Price.
Accepting a particular Price Option that best suits your needs and supplying AMR Services East Mids with your payment details creates a contract between you and AMR Services East Mids and/or our Partner and grants us authority to confirm to the relevant Partner that you have accepted the Price Option and that they will undertake the Services for you at the agreed Price.
5. Customer Obligations
5.1 Accurate Information
You must ensure that all information provided in your Booking Request Form is accurate and complete. We rely on the details you give us to schedule, price, and perform the Services.
5.2 Access Requirements
You must ensure that there is safe and adequate access to all premises involved in the move or delivery. If lifts are unavailable or access is restricted, you must notify us in advance, or additional charges may apply.
5.3 Parking and Penalties
You are responsible for arranging suitable parking at both the Collection and Delivery Points. If no prearranged parking is available, or if fines are issued during service due to parking issues, these costs may be passed on to you.
5.4 Packing Responsibilities
Unless you have booked a packing service with us, it is your responsibility to ensure that all items are securely packed, appropriately labelled, and safe to transport. We do not accept liability for goods damaged due to insufficient packing.
We will not move any television unless it is securely packaged in its original manufacturer’s box with protective inserts, or in a specialist TV transport box. If a suitable box is not available, the television must remain at the premises.
5.5 Declaring Valuables
You must declare any valuable, fragile, or restricted items in advance. Failure to do so may result in such items being excluded from insurance or liability.
5.6 Behaviour and Cooperation
You must treat our staff and Subcontractors with respect. Abusive, threatening, or inappropriate behaviour will result in termination of Services without refund.
5.7 Following Instructions
You must comply with any reasonable instructions provided by our team or Subcontractors to ensure the efficient and safe performance of the Services.
5.8 Unattended Property
You agree that we are not liable for any property left unattended at either the Collection or Delivery Points unless explicitly agreed otherwise in writing prior to the Service date.
You must ensure that all information provided in your Booking Request Form is accurate and complete. We rely on the details you give us to schedule, price, and perform the Services.
You must ensure that there is safe and adequate access to all premises involved in the move or delivery. If lifts are unavailable or access is restricted, you must notify us in advance, or additional charges may apply.
You are responsible for arranging suitable parking at both the Collection and Delivery Points. If no prearranged parking is available, or if fines are issued during service due to parking issues, these costs may be passed on to you.
Unless you have booked a packing service with us, it is your responsibility to ensure that all items are securely packed, appropriately labelled, and safe to transport. We do not accept liability for goods damaged due to insufficient packing.
You must declare any valuable, fragile, or restricted items in advance. Failure to do so may result in such items being excluded from insurance or liability.
You must treat our staff and Subcontractors with respect. Abusive, threatening, or inappropriate behaviour will result in termination of Services without refund.
You must comply with any reasonable instructions provided by our team or Subcontractors to ensure the efficient and safe performance of the Services.
You agree that we are not liable for any property left unattended at either the Collection or Delivery Points unless explicitly agreed otherwise in writing prior to the Service date.
6. Cancellation & Postponement
6.1 Cancellation Policy
You have the right to cancel or reschedule your booking with at least 48 hours’ notice prior to the scheduled service time. Any cancellations or postponements made within this period will receive a full refund.
6.2 Late Cancellation
If you cancel your booking with less than 48 hours’ notice, a cancellation fee of 50% of the total booking value will apply. For cancellations made within 24 hours of the service, the full booking fee is non-refundable.
6.3 How to Cancel
To cancel your booking, you must inform us in writing or via email. You may also call our office to confirm the cancellation, but written confirmation is required to process refunds.
6.4 Rescheduling
You may reschedule your service free of charge if notice is given at least 48 hours before the scheduled time. If rescheduling within 48 hours, an administrative fee may be charged.
6.5 Company Cancellation
We reserve the right to cancel your booking at any time for safety, operational, or legal reasons. In such cases, a full refund will be issued unless the cancellation is due to your breach of these Terms.
6.6 Refunds
Approved refunds will be processed within 7 business days from the date of confirmation. Refunds will be returned using the original method of payment.
6.7 Force Majeure
If your booking is cancelled due to events beyond our control (e.g., extreme weather, vehicle breakdown, illness), we will offer to reschedule or provide a full refund without liability for further compensation.
You have the right to cancel or reschedule your booking with at least 48 hours’ notice prior to the scheduled service time. Any cancellations or postponements made within this period will receive a full refund.
If you cancel your booking with less than 48 hours’ notice, a cancellation fee of 50% of the total booking value will apply. For cancellations made within 24 hours of the service, the full booking fee is non-refundable.
To cancel your booking, you must inform us in writing or via email. You may also call our office to confirm the cancellation, but written confirmation is required to process refunds.
You may reschedule your service free of charge if notice is given at least 48 hours before the scheduled time. If rescheduling within 48 hours, an administrative fee may be charged.
We reserve the right to cancel your booking at any time for safety, operational, or legal reasons. In such cases, a full refund will be issued unless the cancellation is due to your breach of these Terms.
Approved refunds will be processed within 7 business days from the date of confirmation. Refunds will be returned using the original method of payment.
If your booking is cancelled due to events beyond our control (e.g., extreme weather, vehicle breakdown, illness), we will offer to reschedule or provide a full refund without liability for further compensation.
7. Liability for Loss or Damage
7.1 Standard of Care
We will handle your items with reasonable care and skill. However, we shall not be liable for any loss or damage unless it results from our proven negligence or breach of these Terms.
7.2 Prohibited or Excluded Items
We will not carry or be liable for the following: jewellery, personal electronics, cash, financial documents, fragile antiques or artworks (unless specially packed), prescription drugs or medical equipment, firearms, ammunition, or any hazardous goods. Customers transporting these without prior agreement do so at their own risk.
7.3 Consequential Losses Disclaimer
We shall not be liable for any indirect or consequential losses including, but not limited to, lost business, missed deadlines, or penalties incurred due to delayed delivery.
7.4 Customer-Packed Items Disclaimer
We do not accept liability for damage to goods packed by the customer or a third party, including but not limited to boxes, crates, or bags not packed by AMR Services East Mids. This includes damage to fragile items, including televisions, unless appropriately packaged in accordance with Section 5.4.
7.5 Claims Procedure
All claims must include photographic evidence, proof of value, and written notification within 7 days. Claims submitted after this period, or without documentation, will not be accepted.
7.6 Our Maximum Liability
Unless otherwise agreed in writing, our total liability to you shall not exceed the lesser of the replacement cost or current market value of the goods lost or damaged, and shall in no event exceed £10,000 per contract.
7.7 Customer Cooperation
You must cooperate with any reasonable investigation or evidence request in the event of a loss or damage claim. Failure to do so may void your claim.
7.8 Third-Party Services
We are not responsible for services or handling provided by third-party suppliers unless explicitly booked through AMR Services East Mids as part of the contracted Services.
8. Insurance
8.1 Basic Cover
All bookings include basic goods-in-transit insurance up to a maximum value of £10,000 per contract. This cover is provided as part of our service at no additional charge.
8.2 Enhanced Insurance Option
Customers may request additional insurance coverage above the standard £10,000 limit. Please contact us in advance to arrange enhanced cover.
8.3 Exclusions from Cover
Insurance does not apply to:
– Items not declared or listed in the Booking Form;
– Items packed inadequately or by the customer;
– Prohibited items listed in section 7.2;
– Events outside of our control (force majeure).
8.4 Customer Responsibility for Valuables
It is your responsibility to declare any valuable, high-risk, or fragile items prior to the booking date. Failure to declare such items will void insurance coverage for them.
8.5 Insurance Claims Process
To make a claim under our insurance policy, you must:
- Notify us in writing within 7 days of the incident;
- Provide proof of value (receipt or valuation);
- Provide photographic evidence of the damage or loss;
- Cooperate fully with the insurer’s investigation.
8.6 Limitation of Liability
In all cases, liability is limited to the terms and conditions outlined in this section. We shall not be liable for any uninsured items or any amount exceeding the agreed insurance coverage.
9. Our Rights to Hold the Goods
9.1 Right of Lien
We reserve the right to withhold delivery of any goods until full payment has been received for services rendered. This includes any outstanding charges or additional fees incurred during service.
9.2 Storage During Dispute
If payment is withheld, delayed, or disputed, we may store your goods until payment is received. Storage charges will apply at £20 per day unless otherwise agreed.
9.3 Disposal of Unclaimed Goods
If goods are not claimed or paid for within 30 days of service, we reserve the right to sell or dispose of them at our discretion. Reasonable efforts will be made to contact the customer before disposal.
9.4 Notification and Liability
We will notify you in writing before exercising our right to dispose of goods. We will not be liable for any loss arising from the sale or disposal of unclaimed property when done in accordance with these Terms.
10. Storage
10.1 Storage Services
If agreed in advance, we may offer short-term or long-term storage options for your goods. These will be subject to separate terms and additional charges.
10.2 Storage Conditions
We will store your goods in a clean, dry, and secure facility. While reasonable care is taken, storage is at your own risk unless insured under section 8.
10.3 Access to Stored Goods
Access to stored goods may be arranged with at least 48 hours’ notice. A handling fee may apply for retrieval and inspection.
10.4 Termination of Storage
We may terminate storage arrangements with 14 days’ notice. You must collect your goods or arrange delivery before this period ends. Unclaimed items will be treated according to section 9.3.
10.5 Non-Payment
Failure to pay for storage may result in denial of access and potential disposal as outlined under section 9.
11. Complaints
11.1 Raising a Complaint
If you are dissatisfied with any part of our service, please contact us in writing as soon as possible. Include relevant details, such as your Job Number, the issue, and any supporting evidence.
11.2 Resolution Time
We aim to respond to complaints within 5 working days and provide a resolution within 14 days. Complex cases may take longer, in which case we will inform you of progress.
11.3 Escalation
If you are not satisfied with our response, you may escalate your complaint to an independent ombudsman or legal advisor.
12. How We May Use Your Personal Information
12.1 Data Handling
We will use your personal information solely for the purpose of delivering our services, processing payments, managing bookings, and providing customer service.
12.2 GDPR Compliance
We are committed to processing your personal data in compliance with the UK General Data Protection Regulation (GDPR). We do not share your data with third parties except as necessary for service delivery or legal compliance.
12.3 Retention and Deletion
Your data is retained for a reasonable period consistent with operational and legal requirements and then securely deleted.
13. Other Important Terms
13.1 Assignment
We may transfer our rights and obligations under these Terms to another organisation but will notify you in advance.
13.2 Force Majeure
We shall not be liable for failure or delay in performing our obligations due to events outside our control, including but not limited to natural disasters, epidemics, government actions, or transportation disruptions.
13.3 Dispute Resolution
In the event of a dispute, both parties agree to first attempt resolution through mediation before pursuing legal proceedings.
13.4 Severability
If a court finds part of these Terms unlawful, the rest will remain in force.
13.5 Entire Agreement
These Terms constitute the entire agreement between you and AMR Services East Mids regarding our Services and supersede any prior discussions or understandings.
Dated: 1 June 2025
