(We do not currently collect and deliver on a Sunday)

Terms of Service

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Terms of Service

Our terms of service cover all aspects of our service from item and sizes, mileage, handling packages, fees and the booking process, including payments. These terms also cover the details surrounding property access and the extent of our services to get some items into certain rooms within properties.

CONTENTS:

  1. Our Service Area for Online Quotes
  2. Items and Sizes
  3. Mileage Fees
  4. Handling Packages and Fees
  5. Booking Process
  6. Payment Process
  7. Collection and Delivery Process
  8. Property Access and Restrictions
  9. Redelivery Process
  10. Item Protection and Damages
  11. Refunds

 

  1. Our Service Area for Online Quotes

Currently, our online quote and booking services are only available to residents of Hull and the surrounding areas within a 20-mile radius of the HU1 postcode area. Although we can offer services out this area, these must be discussed directly with our staff.

2. Items and Sizes

Within our item size guide, we have laid out a large variety of household furniture and items for you to select from. Maximum measurements will be available on items that have multiple sizes. There is also a miscellaneous furniture item option that can be selected if you cannot find the item you are looking for, but it falls under the measurements and weight limit of the option. Over time we will add more items to our list to ensure we cover all eventualities. In the meantime, if you cannot find the item you need in the lists and your item doesn’t fall under the miscellaneous option, please contact us to discuss your item. If the wrong option is selected and our staff see that the item doesn’t fall under the paid size, the additional fee of its actual size will be added and billed accordingly.

3. Mileage Fees

The mileage fees we charge on our collections and deliveries vary dependant on the size of the item or its weight. The charge is applicable from the collection and delivery point using the quickest road network which is suitable for our vehicles and not a direct route. We also have a minimum of 3 miles and a maximum of 20 miles on our local service. Our current local mileage fees are:

  • Extra-Small Item – £0.75
  • Small Item – £1.00
  • Medium Items – £1.25
  • Large Item – £1.50
  • Extra-Large Item – £1.50
 

If you require an item collecting or delivering beyond this 20-mile limit you will be charged the full mileage rate until the collection point and then a discounted rate for the return fee to a maximum of 30%. Please contact us to discuss this further. Current mileage fees are based on current fuel prices and as fuel prices fluctuate, this could impact our rates causing them to increase or decrease.

4. Handling Packages and Fees

We offer a range of different level handling fees to accommodate a range of collection and delivery outcomes. Please ensure you read and familiarise yourself with our packages, as the package you select will determine how we collect and deliver your items. This will enable you to tailor your job to suit your requirements. Please see our current handling packages:

Standard – This package will allow you to have an item collected from a doorstep or hallway, and then delivered to a doorstep or hallway. The term doorstep means an easily accessible place to a property such as front/side/rear door or garage/drive. For a hallway, this can be from inside the house close to a front/side/rear door or garage. 

Plus – This package is a very popular choice for online purchases from social media or other specialised selling platforms. This is because buying from a seller is often unknown and you don’t know if the item will be easily accessible to our staff. This means you can have the item collected from inside a property and have it delivered to your doorstep/hallway. This can also be used if you are purchasing something you know is being collected from someone’s doorstop/hallway, or even from a shop and you wish the item to be placed into your own home.  

Premium – This package gives you as the customer the best of both. Our staff will collect the item from inside a room within a property and then deliver and place it within a room of your choice within your property. 

** WE DO NOT DISMANTLE AND REASSEMBLE FURNITURE OR LARGE ITEMS **

Please see our property access and restrictions for more details surrounding the accessibility of certain properties and large pieces of furniture.

5. Booking Process

Once you have completed your quote online and you want to proceed, save your quote number given at the end of the quote process. You can then wait for a callback, or you can give us a call and use the quote reference number. Our friendly staff will go through your quote with you and discuss any concerns or issues you may have, or you may think we may come across during the job. We will also ask for further details on the items you want transporting and give advice where required. We will then ensure you have read these terms of service details and then we will get you booked in and send you a confirmation email to confirm all the details.

** OUR QUOTE SYSTEM IS TO BE USED FOR NEXT DAY OR FUTURE DATES BEYOND 24HRS. FOR SAME DAY JOBS PLEASE GIVE US A CALL OR MESSAGE **

6. Payment Process

Once you have booked in, we will send you an invoice via email with a payment link or details for a BACS transfer. We do accept cash payments on the day, but payment must be made before the item is taken off the vehicle. Please ensure correct change is present as our staff may not have the correct change on them.

7. Collection and Delivery Process

Our collection and delivery services usually run from 9am to 5.30-6pm Monday to Friday, and 9am to 1pm on Saturdays. We don’t currently operate on Sundays. Once you have booked in and we are planning our drivers’ routes for the day your job is on, we will provide you with an estimated time of collection and delivery. This will usually be the day before the job is due to be completed. If there are any issues with this time slot you need to let us know as soon as possible. We cannot guarantee a definite time slot before booking. We work the quickest routes during the day to avoid congestion. We also continually assess roadworks within our travelling area to prevent potential hold-ups.

If a delivery is missed you could end up being charged a redelivery fee if we cannot deliver it on the same day, or it is beyond 10 miles from the HU1 postcode area and our driver is not going back in the direction of the delivery. Please see our redelivery section for more details.

** IF YOU REQUIRE A SPECIFIC TIME SLOT FOR COLLECTION AND DELIVERY, PLEASE CONTACT US PRIOR TO BOOKING. ADDIOTIONAL CHARGES MAY APPLY **

8. Property Access and Restrictions

Some properties have access restrictions due to small doorways, narrow halls and corridors, tight staircases and exterior access restrictions such as fences, small back alleyways, trees and shrubbery. For our standard handling package, this is not usually an issue but if a plus or premium package has been selected these access restrictions can affect the collection or delivery process.  We have highly experienced staff and all the protective equipment to help get items inside and out of properties safely. Unfortunately, some items such as large sofas, wardrobes, American fridges and other large items struggle to get in and out of properties with restrictive access.

If we have access issues during your collection or delivery and our staff cannot get the item where needed, we will downgrade your handling pack to a lower package and refund the difference. If we cannot get the item out of a collection location due to its size or restrictive access at the property our staff cannot wait around for additional periods until it is made possible to get it out via dismantling or removing doors and window glass. We would have to reschedule the collection for later the same day, or the next day, but this may be subject to an additional fee. We cannot remove doors, window glass or any other fixtures to collect or deliver an item, this will be down to the customer.

If an item has to go up or down flights of stairs and it is too large or our staff believe it to be a risk, our staff will not be allowed to carry the items up or down due to health and safety risks. If you think this may be the case for your job, please speak to us before booking.

9. Redelivery Process

In the circumstance where nobody is at home for the delivery to take place and this was mentioned the day before when an estimated time was stated it may occur a redelivery charge that equals the initial handling fee. If a 10% discount was applied, the redelivery fee still is inclusive of the discount. If we are late due to traffic, difficulties on other jobs or any other reason we would contact customers to inform them. If redelivery occurs due to this reason, there will be no charge.

Charges occur if a delivery is missed by a customer and we cannot redeliver it on the same day, or it is beyond 15 miles from the HU1 postcode area and our driver is not going back in the direction of the delivery that day. On occasions we might be able to redeliver the same day even if it is beyond 10 miles from HU1 and our drivers are not going that way but a small mileage charge for the item or items will be applied for redelivery. Please speak with us regarding this.

 

10. Item Protection and Damages

While your items are transported by our staff they are handled with extreme care when carried to and from the vehicle. The care doesn’t stop there as specialist protective covers are used on sofas, armchairs and mattresses before we even move them to the van, and then woollen blankets are used to protect furniture while in the vehicle. We do our utmost best to protect your items to ensure they arrive at you in the condition they were collected.

If there is any known damage to items before booking, our staff will need to be aware of it. Due to how many items are purchased without the customer seeing them, our staff assess for obvious damage or wear before collecting an item. If we discover damage a photograph will be taken before the item is handled by our staff. This is for your protection as much as it is ours. We will then notify you of the damages discovered.

In the instance where an item is said to be damaged while being transported in our vehicle, or being carried into or out of a property, then a full investigation will be done by management and a resolution can be met with the customer, or the claim to be passed over to our insurance company.

11. Refunds

We issue a refund in certain circumstances such as job cancellation, booking error, handling package reduction or job item number reduction on the day. When a refund is required, we aim to process all refunds at the close of business hours the same. If this is not possible it will be done the following working day and all confirmation will be forwarded to the customer via email or text message.

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The Wright Group Hull

Professional, Reliable and Affordable