Insurance, Damage & Liability Policy
Small Load Removalist takes reasonable care when handling and transporting furniture, household belongings and other accepted items. This policy explains the insurance and liability information currently applicable to our moving services, the responsibilities customers have when preparing items for a move, important exclusions and what to do if damage or another concern is identified.
Customers should read this policy before confirming a booking.
Insurance Information
Public liability insurance applies subject to the applicable policy terms, conditions and exclusions.
Public liability insurance should not be understood as automatic insurance for every item transported during a move. We do not state that every belonging is insured, that every type of damage is covered or that every claim will be accepted.
Customers who require insurance for high-value, specialist, fragile or otherwise sensitive items should arrange appropriate separate insurance where necessary.
Your Belongings Are Not Automatically Covered in Every Situation
The level of protection available can depend on the item, its condition, how it has been packed, the access conditions and the circumstances in which damage occurs.
Certain items and types of damage are excluded or restricted under the applicable policy. Customers should therefore tell us about unusual, fragile, valuable, unstable or previously damaged items before the move.
If you are uncertain about the suitability of an item for transport or the insurance position that may apply, please ask before confirming the booking.
Pre-Existing Condition and Damage Records
Customers should check the condition of furniture and belongings before moving begins.
We recommend taking clear photographs of relevant items before the moving team starts handling them, particularly where an item:
- already has scratches, marks or other damage;
- has loose or weak components;
- is fragile or easily damaged;
- has a significant value;
- has previously been repaired; or
- may be difficult to move because of its size or construction.
Existing damage, loose fittings, unstable sections or other known problems should be disclosed before the item is moved.
Keeping an accurate record of pre-existing condition helps distinguish existing damage from a concern arising during the move.
Customer Preparation Responsibilities
Customers are responsible for preparing belongings appropriately before moving day.
This includes packing loose belongings, securing fragile items, emptying furniture where required and advising us about items that need particular attention.
Appropriate preparation can reduce the risk of damage, but it does not create insurance coverage where an item or type of damage is otherwise excluded.
Customers should also disclose relevant access conditions such as stairs, narrow doorways, restricted hallways, long carrying distances, steep driveways or other difficult manoeuvring areas.
Cash, Jewellery and Important Valuables
Customers must personally secure cash, jewellery and other important valuables.
These items should not be packed with general household belongings or left for the moving team to transport without prior discussion.
Our website must not be interpreted as representing that cash, jewellery or other important valuables are covered under the standard policy.
Fragile Items
Fragile items can include glass, ceramics, electronics and other delicate belongings.
Fragile items must be properly packed before transport. Where specialist or professional packing is appropriate, this should be arranged in advance.
Fragile belongings should not be assumed to be covered merely because they have been accepted for transport.
Please tell us about fragile items during the quotation process so that their suitability, preparation and handling requirements can be considered before moving day.
Televisions
Televisions require appropriate protective preparation before transport.
Under the supplied policy, televisions are not covered unless packed in appropriate original manufacturer packaging.
Customers should not assume that blankets, mattresses or other household items placed around a television provide an equivalent level of protection or insurance coverage.
If you have concerns about transporting a television, discuss the item with us before the move.
Minor Scratches, Scuffs and Surface Marks
Minor scratches, scuffs and surface marks are excluded from the standard policy.
This can include minor marking to furniture as well as minor wall or floor scuffs.
Customers should prepare and protect furniture appropriately and advise us in advance where additional furniture wrapping is required.
Electrical and Mechanical Faults
Electrical and mechanical faults are not covered under the standard policy.
A device or appliance may develop an electrical or mechanical issue without visible physical damage occurring during transport. The applicable policy relates to physical damage where coverage otherwise applies and does not provide general protection against electrical or mechanical failure.
Customers should therefore not assume that a device failing to operate after transport automatically establishes that physical moving damage has occurred.
Loose, Wobbly or Previously Damaged Furniture
Furniture that is unstable, wobbly, loose, weakened or previously damaged can have a greater risk of deterioration during normal handling.
The policy excludes unstable or wobbly items and may restrict coverage for furniture with weak, loose or previously damaged joints.
This can include some flat-pack furniture.
Please disclose these conditions before the moving team handles the item so that its suitability can be assessed.
Artwork, Antiques and High-Value Items
Artwork and antiques are excluded from standard coverage.
Other high-value, specialist or sensitive items may also require individual assessment or separate insurance.
Customers should not rely on standard moving arrangements as specialist insurance for these items.
If an item requires a particular level of financial protection, the customer should arrange suitable third-party insurance before the move.
Plants, Food and Perishable Items
Plants, food and other perishable items are excluded from the standard policy.
Customers should consider whether these items are suitable for the planned move and make alternative arrangements where necessary.
Restricted Access
Moving large furniture through restricted spaces can create additional risk.
Damage connected with difficult access conditions such as:
- narrow doorways;
- tight hallways;
- staircases;
- restricted manoeuvring space; or
- other difficult access
is excluded under the supplied policy.
Customers should disclose access limitations before booking and provide accurate measurements where furniture may be difficult to move through a particular area.
An item being physically present at the property does not mean that it can necessarily be moved safely through every doorway, staircase or access point.
Weather-Related Damage
Damage caused by rain, storms or other adverse weather conditions is excluded from the standard policy.
Where weather conditions create an unacceptable risk, rescheduling may be recommended.
We do not guarantee that every move will proceed regardless of weather conditions.
Customers and Guests During the Move
For safety and liability reasons, customers and guests must remain clear of active loading and unloading areas and should allow the moving team to perform the moving work.
Customers and guests must not enter the removalist truck or assist with loading or unloading.
The supplied policy limits responsibility for injuries, accidents or damage involving customers or guests who enter the truck, assist with moving work or remain within active work areas.
Practical moving-day safety guidance is available separately in our Safety During Your Move information.
Children and Pets
Children, visitors and pets should be kept away from active moving areas.
Pets must be secured and under control, preferably in a separate secure room or area while furniture is being moved.
Where a pet injures a member of the moving team and causes medical costs, property damage or lost work time, responsibility may rest with the pet owner under the applicable policy terms.
Reporting Damage or Other Concerns
If you notice damage or have another concern during the move, tell the moving team immediately.
Customers should:
- identify the concern as soon as it is noticed;
- show the affected item or property to the team;
- provide photographs where available;
- provide evidence of the item’s pre-existing condition where relevant; and
- provide proof of value where a value-related claim may apply.
The supplied policy requires claim-related concerns to be raised before the moving team leaves the premises.
Prompt reporting gives the team an opportunity to inspect the issue and record the circumstances while the move is still taking place.
Value of an Applicable Claim
Where a claim is applicable under the policy, the relevant value is based on current market value.
It is not automatically based on:
- the original purchase price;
- the cost of purchasing a brand-new replacement; or
- sentimental or personal value.
Proof of value may be required where the value of an item is relevant to a claim.
Separate Insurance for Specialist Protection
Customers are responsible for arranging separate third-party insurance when an item requires protection beyond that provided under the applicable moving arrangements.
This may be particularly important for high-value, antique, artistic, unusually fragile or specialist belongings.
Please arrange any required insurance before moving day rather than assuming that accepting an item for transport creates additional insurance coverage.
This Policy and Your Legal Rights
This policy explains the insurance and liability arrangements and customer responsibilities applicable to our moving services.
Nothing in this policy is intended to exclude, restrict or modify any consumer right, guarantee or remedy that cannot lawfully be excluded or restricted.
Where applicable law provides a customer with rights that cannot be excluded, those rights continue to apply.
Related Booking and Moving Information
Insurance and liability matters are separate from our commercial booking conditions.
Information about deposits, booking confirmation, cancellations, rescheduling and changes to an agreed job is provided in our Booking, Deposit, Cancellation & Rescheduling Terms.
Practical guidance about preparing the property and keeping moving areas safe is provided in our Moving Preparation Checklist and Safety During Your Move information.
Questions About Insurance or Liability
If you have a question about an item, its condition, packing requirements or whether additional insurance may be appropriate, contact Small Load Removalist before confirming the booking.
Providing accurate information before the move helps us assess the job and allows you to make appropriate arrangements for belongings requiring additional protection.