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Terms of Use

Our Responsibilities and Exclusions

Just a little heads-up before we go over this super important matter: there are some items we like to treat with extra special care by not moving them at all! This includes your dazzling jewellery, top-notch watches, precious stones or metals, all-important money, tickets for those can’t-miss events, valuable stamps, collector’s dream coins, or any kind of prized collection. And let’s not forget about those indispensable gadgets like tablets, laptops, or mobile phones and their electronic buddies. For these treasures, we hand the packing and moving reins over to you. It’s your chance to give them the VIP treatment they deserve on moving day.

Confirming Your Delivery After we’ve safely delivered your items, our team will provide you with a delivery confirmation form. This is your chance to ensure everything has arrived in order, and it’s essential for both of us. By signing this, you’re confirming that everything is in order. If the form isn’t signed, we won’t be able to help with any potential claims about the delivery process later.

Let’s look at the exclusions, i.e., items we do not cover. 

2.1 Word on Electronics and Mechanics: When it comes to electronic or mechanical items like your washing machine or coffee machine, remember, we’re movers, not mechanics. We are responsible for transporting these items safely, not ensuring they operate correctly. Unless there is visible external damage to said item (crack, smash corner, etc.) done due to our negligence, we will not accept responsibility for the working condition of your items. 

2.1.2 Clear Boundaries, Shared Spaces, & Impact on Liability: At M25 Movers, we understand that moving often involves coordination with other contractors. However, when multiple teams are working on-site, it’s crucial to establish clear boundaries to ensure smooth operations and responsibility. Our liability may be affected if other contractors are present while we work. Unless clear evidence like video footage or CCTV recordings can unequivocally show our team’s involvement, M25 Movers cannot accept responsibility for damages or issues that may arise.

2.2 We always strive to provide excellent service, but there are certain circumstances where we can’t be held responsible for any loss or damage:

  • 2.2.1 Any items packed by someone other than M25’s team
  • 2.2.2 Natural occurrences like fire, Acts of God, or any unforeseen environmental changes.
  • 2.2.3 Events beyond our control like war, terrorism, rebellions, or other significant disruptions.
  • 2.2.4 Normal wear and tear or the natural decline of items over time. This includes any items left inside, furniture or appliances.
  • 2.2.5 Issues caused by pests, like moths or vermin.
  • 2.2.6 Damages from cleaning, repairing, or restoring items, unless we were the ones who arranged the work.
  • 2.2.7 Any items already damaged or with inherent defects.
  • 2.2.8 Pets and their living environments, plants, perishable items, or things that need a particular climate.
  • 2.2.9 Pressed wood items (like some IKEA furniture).
  • 2.2.10 Loses due to delays on moving day.
  • 2.2.11 Indirect consequences of any loss or damage, such as loss of use or profit.
  • 2.2.12 Items without a valid receipt or over five years old.
  • 2.2.13 Items of sentimental value or emotional distress claims.
  • 2.2.14 High-value items worth over £500 unless reported to us. Please let us know about these a day before the move to ensure their safety.

2.3 We all have a role to play in ensuring a successful move. While our team members are always here to help, they individually can’t be held liable for any issues that might arise.

2.4 Once we’ve handed over your items, i.e. completed the unloading, and you signed the delivery confirmation and provided the OTP, our responsibility for them ends. It’s always a good idea to check everything before our team said goodbye.

2.5 If someone other than you makes a claim about our services, you’ll be the one to handle it. We believe in direct communication with our customers.

2.6 If you access your stored items without our team present, creating a new inventory is crucial to ensure everything is still covered.


Conclusion: We’re on this journey together, and our goal is to ensure your belongings reach their destination safely. By understanding our responsibilities and what’s excluded, we can have a smooth and stress-free move. ❤️

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