These Terms and Conditions govern all services provided by OCTAGON REMOVALS Ltd (Company Registration Number 10412666, VAT Number GB274493376), registered at Millmead Business Centre, London ("OCTAGON", "we", "us", "our") to the client ("you", "your").

OCTAGON REMOVALS Ltd operates under various local trading names across London and the M25 area. In all cases, the contracting party is OCTAGON REMOVALS Ltd and these Terms and Conditions apply in full regardless of the trading name under which the service was initially enquired or booked.

These Terms and Conditions are available at octagonremovals.co.uk/legal-hub/terms-conditions and are provided to you before the confirmation of any booking. By confirming a booking with OCTAGON, whether by email, telephone, through our automated booking system, or by signing a confirmation document, you confirm that you have read, understood, and agreed to these Terms and Conditions.

OCTAGON reserves the right to amend these Terms and Conditions at any time with a minimum of 30 days notice published on our website. Clients with confirmed bookings will be subject to the Terms and Conditions in force at the date of their booking confirmation.

1. Definitions

In these Terms and Conditions, the following terms have the meanings set out below:

"Booking Confirmation" means the written confirmation issued by OCTAGON to the client confirming the date, scope, price and conditions of the service.

"Client" means the individual or organisation entering into an agreement with OCTAGON for the provision of services.

"Delivery Note" means the document signed by the client upon completion of delivery, confirming that all items have been received and that no visible damage was present at the time of delivery.

"Fixed Price" means a quote provided by OCTAGON based on information supplied by the client at the time of survey or enquiry, which remains binding subject to the conditions set out in these Terms and Conditions.

"Goods" means all items, furniture, equipment and personal belongings accepted by OCTAGON for the purpose of removal, transport or storage.

"Hourly Rate" means a pricing structure where the final cost is determined by the actual time taken to complete the service, calculated from the time the crew arrives at the collection address. Time is charged in full hourly increments. Any commenced hour is charged as a full hour regardless of the actual time spent within that hour.

"Inventory List" means the written record of all items accepted by OCTAGON into storage, signed by both parties at the point of acceptance, which constitutes a binding contractual document.

"Move Date" means the date on which the removal service is scheduled to take place as confirmed in the Booking Confirmation.

"Prepayment" means any payment made by the client to OCTAGON prior to the Move Date, including deposits and advance payments.

"Services" means all removal, packing, storage, porterage and associated services provided by OCTAGON.

"Storage Facility" means any warehouse or storage unit operated by or on behalf of OCTAGON for the purpose of storing client goods.

"Survey" means the assessment of the scope of the service, conducted either virtually or in person, prior to the issue of a quote.

"Working Days" means Monday to Friday, excluding public holidays in England and Wales.

2. Booking and Confirmation

2.1

All bookings must be confirmed in writing before the Move Date. Written confirmation may be provided by email, through the OCTAGON booking system, or by signing a Booking Confirmation document. OCTAGON will not commence any service without written confirmation from the client.

2.2

The Booking Confirmation will include the Move Date, start time, collection and delivery addresses, scope of service, price, and payment terms.

2.3

By confirming a booking, the client confirms that all information provided to OCTAGON at the time of survey or enquiry is accurate and complete, including the volume and nature of goods to be moved, access conditions at both collection and delivery addresses, and any special requirements or items requiring particular attention.

2.4

Where a booking is made by telephone, including through OCTAGON's automated telephone system, the booking is binding from the moment verbal confirmation is given. Telephone calls may be recorded for operational and training purposes. Recordings constitute valid evidence of the terms agreed during the call.

2.5

Where a booking is made through OCTAGON's automated systems, including AI-assisted booking, the booking carries the same legal weight as a booking made directly with a member of the OCTAGON team. The client accepts that automated communications are equivalent to written communications for the purposes of these Terms and Conditions.

2.6

OCTAGON will issue a written Booking Confirmation within 24 hours of the booking being made. The client is responsible for reviewing the Booking Confirmation and notifying OCTAGON of any errors or omissions within 24 hours of receipt.

2.7

OCTAGON reserves the right to decline any booking at its discretion prior to the issue of a Booking Confirmation.

2.8 Right of Withdrawal

Under the Consumer Contracts Regulations 2013, the client has the right to withdraw from a contract concluded at a distance or off-premises within 14 days of the booking confirmation without giving any reason.

Where the Move Date falls within the 14-day withdrawal period, the client may provide written consent to waive this right and authorise OCTAGON to commence the service before the withdrawal period expires. In this case, the right of withdrawal is extinguished upon commencement of the service.

Withdrawal from a contract after the service has commenced does not exempt the client from payment for services already performed.

2.9 Cancellation by the Client

Where the client cancels a confirmed booking, the following charges apply:

Cancellation more than 48 hours before the Move Date: prepayment is retained by OCTAGON as a cancellation fee.
Cancellation less than 48 hours before the Move Date: the client is liable for 50% of the total quoted price.
Cancellation on the Move Date after the crew has departed for the collection address: the client is liable for 100% of the total quoted price.
No-show by the client upon crew arrival: the client is liable for 100% of the total quoted price.

2.10 Rescheduling by the Client

Where the client wishes to reschedule a confirmed booking, the following conditions apply:

Rescheduling to a new date within 2 months of the original Move Date: prepayment is retained and applied to the new booking.
Rescheduling to a new date more than 2 months from the original Move Date: prepayment is returned to the client in full.
Where the client is unable to confirm a new Move Date at the time of rescheduling: prepayment is returned to the client in full.

2.11 Cancellation by OCTAGON

OCTAGON reserves the right to cancel a confirmed booking in circumstances beyond its reasonable control, including force majeure events as defined in Section 9 of these Terms and Conditions. In such cases, OCTAGON will notify the client as soon as reasonably practicable and will offer an alternative date. If no alternative date is agreed within 30 days, the prepayment will be returned to the client in full. OCTAGON will not be liable for any costs incurred by the client as a result of such cancellation.

3. Client Obligations

3.1 Accuracy of Information

The client is responsible for providing accurate and complete information at the time of survey or enquiry. This includes but is not limited to the volume and nature of all goods to be moved, access conditions at both collection and delivery addresses, floor levels, staircase configurations, lift availability, distance from parking to entrance, and any other factors that may affect the execution of the service.

The client is specifically required to declare the contents of all loft spaces, cellars, garages, outbuildings and external storage units at the time of survey. OCTAGON is not obliged to include undeclared spaces within the scope of the original quote.

Where the actual scope of the service exceeds the declared scope by more than 20%, OCTAGON reserves the right to decline the additional scope on the same day or to apply a surcharge calculated at the applicable hourly rate for the additional time required.

Where a virtual survey has been conducted, full responsibility for the accuracy and completeness of the information provided rests solely with the client.

3.2 Access and Property Conditions

The client is required to notify OCTAGON prior to the Move Date of any conditions at the collection or delivery address that may affect access or the safety of the crew, including but not limited to:

Weak or damaged gratings, covers or surfaces on driveways or pathways.
Low clearance gates, barriers or entrances.
Narrow driveways or restricted access routes.
Uneven, soft or unstable ground.
Steps, ramps or other physical obstacles.

3.3 Hygiene and Property Standards

The client is required to ensure that all properties at which OCTAGON is required to work are in a condition that is safe and hygienic for the crew. If upon arrival the crew determines that the condition of the property presents a risk to health or safety, OCTAGON reserves the right to refuse to commence or continue the service. In such circumstances, the prepayment is non-refundable.

3.4 Parking

The client is responsible for arranging adequate parking for the OCTAGON vehicle at both the collection and delivery addresses prior to the Move Date. Parking must be within a reasonable distance of the property entrance and must be sufficient for the size of vehicle allocated to the booking. Where the client is unable to arrange parking and requires OCTAGON to do so on their behalf, this request must be made in writing prior to the Move Date. The cost of parking arranged by OCTAGON will be added to the final invoice.

Any parking fines or penalty charge notices received by OCTAGON as a result of inadequate or unavailable parking arrangements are the responsibility of the client and must be reimbursed to OCTAGON within 14 days of the fine being issued.

3.5 Valuable and Sensitive Items

The client is required to make personal arrangements for the transport of cash, jewellery, documents, works of art, collectibles and any other items with a value exceeding £1,000 per item. OCTAGON accepts no liability for the loss or damage of such items unless they have been declared in writing at the time of booking and covered by separate insurance. OCTAGON recommends that clients pack and transport valuable items personally on the Move Date.

3.6 Packing by the Client

Where the client packs their own goods, the client accepts full responsibility for the condition of the contents of those packages. OCTAGON accepts no liability for damage to the contents of client-packed boxes or packages, including damage resulting from inadequate packing materials, boxes that are too soft or structurally unsuitable for stacking, boxes of irregular dimensions that cannot be safely stacked, or inadequate sealing of the base or sides of any box or package.

Where client-packed boxes fail structurally during handling by the OCTAGON crew, OCTAGON accepts no liability for any resulting damage to the contents.

OCTAGON packing materials are available for hire and for purchase. Details of current hire and purchase rates are available upon request.

3.7 Non-Standard Packing Materials

Where the client uses packing materials that do not meet standard removal industry specifications, including but not limited to undersized boxes, oversized boxes, bags, suitcases or improvised containers, OCTAGON accepts no liability for damage resulting from the use of such materials during loading, transport or unloading.

3.8 End of Loading Inspection

Upon completion of unloading at the delivery address, the client is required to sign the Delivery Note confirming that all items have been delivered and that no visible damage was present at the time of delivery. The client's signature on the Delivery Note constitutes acceptance of the condition of all goods at the point of delivery and closes the claims window for visible damage. Where the client refuses to sign the Delivery Note, OCTAGON will record this refusal in writing and it will be taken into account in any subsequent claims process.

Upon completion of loading at the collection address, the client is required to conduct a final inspection of all rooms, loft spaces, cellars, garages and outbuildings to confirm that all goods have been loaded. OCTAGON is not obliged to return to the collection address for items left behind after the crew has departed.

3.9 Special Items and Additional Services

Where the client requires services beyond the standard scope, including the hanging of televisions, mirrors or artwork, or the assembly of specialist furniture, this must be confirmed in writing prior to the Move Date. OCTAGON does not guarantee the availability of equipment or personnel required for such services without prior written agreement. In the absence of prior written confirmation, OCTAGON is not obliged to perform such services on the Move Date.

3.10 Appliance Connections

Where OCTAGON disconnects and reconnects domestic appliances as part of the service, this is limited to standard connections only. Where reconnection requires specialist tools, adaptors, plumbing work or any work of a specialist or trade nature, OCTAGON will inform the client and leave the appliance disconnected. OCTAGON accepts no liability for failure to reconnect appliances resulting from non-standard installations at the delivery address.

3.11 Specialist and Antique Items

The client is required to declare at the time of survey any items requiring specialist handling, including antiques, clocks, musical instruments, works of art or any item of particular fragility or monetary value. Where such items are not declared, OCTAGON's standard liability applies.

Where OCTAGON dismantles a specialist item at the collection address and the client does not request reassembly at the delivery address, OCTAGON accepts no liability for any damage arising from reassembly carried out by the client or any third party.

3.12 Furniture Condition

The client acknowledges that certain items of furniture may be unsuitable for transport due to their age, construction or condition, including items bonded with adhesive that has deteriorated over time, items whose structural integrity has been compromised, or items constructed from materials that are susceptible to damage during movement.

Where the crew identifies such items prior to handling, the client will be informed of the risk before any attempt is made to move the item. Where the client instructs OCTAGON to proceed notwithstanding the risk, liability for any resulting damage passes to the client. Written or photographic confirmation of the client's instruction will be obtained where practicable.

3.13 Weight of Packed Items

Individual boxes, bags or packages must not exceed 20kg in weight. Where the crew determines that a packed item exceeds this limit, OCTAGON reserves the right to refuse to carry that item until it has been repacked by the client into lighter loads. OCTAGON accepts no liability for delays resulting from repacking required under this clause.

3.14 Furniture Dismantling

Where a service is provided on an Hourly Rate basis, the dismantling and reassembly of standard furniture is included as part of the service, and the time taken forms part of the hourly charge. No separate charge is made for such dismantling and reassembly on Hourly Rate bookings.

On Fixed Price bookings, where dismantling and reassembly of furniture has not been included in the agreed scope of service, and upon arrival the crew determines that an item of furniture cannot be safely removed without dismantling, the client will be informed. The client may either dismantle the item themselves or request OCTAGON to do so at the applicable hourly rate. OCTAGON is not obliged to proceed with the removal of any item that cannot be safely moved without dismantling.

Where the client instructs OCTAGON to attempt to remove an item of furniture without dismantling, against the crew's assessment that dismantling is required, and the client accepts the risk of damage to the property including walls, doorframes and floors, OCTAGON reserves the right to refuse to move that item entirely. OCTAGON will not proceed with a removal that in the crew's professional judgement presents an unreasonable risk of damage to the property or the item.

3.15 Transport of Plants, Flowers and Animals

OCTAGON will transport flowers and plants as part of the standard removal service or as a separately quoted service where agreed in writing at the time of booking. The client is responsible for ensuring that all plants and flowers are adequately prepared and secured for transport prior to collection by the crew. OCTAGON recommends that plants and flowers are placed in sealed containers or bags to prevent spillage during transit.

OCTAGON does not transport live animals under any circumstances. The client is responsible for making independent arrangements for the transport of all pets and animals.

4. Pricing and Payment

4.1 Quotes and Surveys

All quotes issued by OCTAGON are based on information provided by the client at the time of survey or enquiry. OCTAGON offers two types of survey: virtual survey conducted remotely, and in-person survey conducted at the collection address. Where a virtual survey has been conducted, full responsibility for the accuracy and completeness of information provided rests solely with the client.

All quotes are valid for 90 days from the date of issue unless otherwise stated.

4.2 Fixed Price

Where a Fixed Price quote has been issued and accepted, the price is binding subject to the following conditions:

The scope of the service, access conditions and volume of goods remain consistent with the information provided at the time of survey.

Where the actual access conditions at either the collection or delivery address differ from those declared by the client at the time of survey, including but not limited to additional floor levels, absence of lift, greater carrying distance, narrower access or additional items not declared at survey, OCTAGON reserves the right to apply a surcharge calculated at the applicable hourly rate for the additional time and resources required. The surcharge is payable before completion of the service.

Where the actual scope of the service exceeds the declared scope by more than 20%, OCTAGON reserves the right to decline the additional scope on the same Move Date or to apply a surcharge as above.

4.3 Hourly Rate

Where a service is provided on an Hourly Rate basis, time is calculated from the moment the crew arrives at the collection address. Any commenced hour is charged as a full hour regardless of the actual time spent within that hour. The final amount due is calculated upon completion of the service.

A minimum call-out charge of three hours applies to all Hourly Rate bookings. Where the service is completed in less than three hours, the client will be charged for the three-hour minimum.

For Hourly Rate bookings, full payment is required no later than 30 minutes before the estimated completion of the service.

4.4 Additional Charges

The following additional charges apply where relevant:

Waiting time on Fixed Price bookings: £25 plus VAT per person per hour, charged in full hourly increments. Where a service is provided on an Hourly Rate basis, waiting time is charged at the same hourly rate as the service.
Stairs surcharge: £70 per flight of stairs where this was not declared at the time of survey.
Long carry surcharge: £100 where the carrying distance exceeds 50 metres and this was not declared at the time of survey.
Sunday and bank holiday surcharge: 50% added to the total price.
Damaged or wet box return charge: £2 per box where hired boxes are returned in a damaged or wet condition.
Storage handling: £50 plus VAT for the first two hours, and £30 plus VAT for each subsequent commenced hour.

4.5 Payment Terms: Fixed Price

A prepayment is required to secure the booking. The prepayment amount will be confirmed in the Booking Confirmation.

The remaining balance of 80% is due no later than one hour after the crew has commenced work at the collection address.

4.6 Payment Suspension

Where full payment has not been received within one hour of the crew commencing work, OCTAGON reserves the right to suspend the service until payment is received. OCTAGON accepts no liability for delays or additional costs arising from suspension of service under this clause.

4.7 Payment Methods

OCTAGON accepts payment by bank transfer or cash only. Card payments are not accepted. Payment details will be provided in the Booking Confirmation.

4.8 Late Payment

Where any amount due to OCTAGON remains unpaid after the agreed payment date, OCTAGON reserves the right to charge interest on the outstanding amount at a rate of 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

4.9 Price Changes Before Move Date

Where circumstances arise before the Move Date that materially affect the scope or conditions of the service, OCTAGON will notify the client in writing of any change to the quoted price no later than 48 hours before the Move Date. Where the revised price exceeds the original quoted price by more than 10%, the client has the right to cancel the booking without penalty and receive a full refund of any prepayment made.

4.10 VAT

All prices quoted by OCTAGON are exclusive of VAT unless otherwise stated. VAT will be applied at the prevailing rate at the time of invoicing.

5. Insurance and Liability

5.1 OCTAGON's Insurance

OCTAGON REMOVALS Ltd holds Goods in Transit insurance covering client goods to a value of up to £50,000 per vehicle allocated to the booking. Where a booking requires more than one vehicle, the total insurance coverage is calculated at £50,000 per vehicle. OCTAGON also holds Public Liability insurance. Insurance is active during loading, transport and unloading of client goods by the OCTAGON crew.

5.2 Declaration of High Value Items

The client is required to declare in writing at the time of booking any individual item with a value exceeding £1,000. Failure to declare high value items may limit the client's ability to make a claim in excess of the standard depreciated market value of the item. OCTAGON recommends that clients arrange separate insurance for items of exceptional value.

5.3 Reporting of Damage: Time Limits

All claims for damage or loss must be reported to OCTAGON in writing within the following timeframes:

Visible damage: reported at the time of delivery or no later than 48 hours after completion of the service.
Concealed damage discovered after unpacking: reported no later than 7 days after the completion of the service.

Claims submitted outside these timeframes will not be accepted. The client's signature on the Delivery Note at the time of delivery constitutes acceptance of the visible condition of all goods at that point and closes the claims window for visible damage.

5.4 Photographic Documentation

OCTAGON retains photographic documentation of the condition of client goods and property taken at the time of the service for a period of 10 days from the Move Date. After this period, all photographic records are permanently deleted. Clients who wish to retain a copy of this documentation must request it within 7 days of the Move Date.

5.5 Claims Procedure

All claims must be submitted in writing to OCTAGON at info@octagonremovals.co.uk. OCTAGON will acknowledge receipt of the claim and provide a written response within 5 working days of receiving the claim. The response will confirm receipt and set out the next steps in the claims process.

Where the client is not satisfied with OCTAGON's response, and where OCTAGON holds current BAR membership, the client may refer the dispute to the BAR Alternative Dispute Resolution Service as an independent arbitrator.

Note: The BAR arbitration clause will be activated upon confirmation of BAR membership.

5.6 Exclusions from Liability

OCTAGON accepts no liability for damage or loss in the following circumstances:

Damage to contents of boxes or packages packed by the client, including damage resulting from inadequate packing materials, unsuitable containers, boxes exceeding 20kg, or failure to seal boxes adequately.
Damage to items constructed from inherently fragile materials including but not limited to particleboard, MDF or similar materials that are susceptible to damage during normal handling.
Damage to items whose structural integrity has been compromised by age, previous damage, deterioration of adhesive bonds or prolonged use, where the crew has informed the client of the risk prior to handling and the client has instructed OCTAGON to proceed.
Internal damage to domestic appliances and electronic equipment including but not limited to refrigerators, washing machines and televisions, where such damage results from vibration or movement during transport and is not attributable to negligence by the crew.
Damage to goods transported from a third party storage facility or previously handled by another operator, where the damage existed prior to OCTAGON taking possession of the goods.
Damage to items not declared at the time of survey including contents of loft spaces, cellars, garages and outbuildings.
Loss or damage to cash, jewellery, documents, works of art, collectibles or any item with a value exceeding £1,000 per item that has not been declared in writing at the time of booking.
Damage to property including driveways, pathways, gates and access routes where the client has not declared relevant conditions at the time of booking as required under clause 3.2.
Damage arising from the client's instruction to proceed with the removal of an item against the crew's professional assessment that dismantling is required or that the item presents a risk of damage to the property.
Deterioration, wilting or damage to flowers and plants resulting from vibration, movement or changes in temperature during transport, where such deterioration is a natural consequence of the transport process and not attributable to negligence by the crew.

5.7 Premises Damage

Where damage to the client's property is alleged to have occurred during the service, the claim must be reported in writing within 48 hours of completion of the service. OCTAGON's photographic documentation of the property taken at the time of arrival will be used as the primary reference for assessing any such claim.

5.8 Subcontractors and International Services

OCTAGON reserves the right to engage licensed subcontractors and logistics partners, including freight forwarders, for the fulfilment of all or part of any service including international removals. The identity of subcontractors and logistics partners constitutes confidential commercial information and is not disclosed to clients. OCTAGON remains the sole point of contact for the client and retains full contractual liability for the entirety of the service regardless of which subcontractors or partners are engaged in its delivery.

6. Storage

The following provisions apply specifically to storage services supplied by OCTAGON REMOVALS Ltd (CRN 10412666). Separate terms apply to removals, cleaning, disposal, porterage and international moves. A storage contract is formed when OCTAGON confirms the client's booking in writing. These storage provisions operate alongside the general terms above; where a storage-specific provision conflicts with a general provision, the storage-specific provision prevails for storage services.

6.1 Storage Facilities

OCTAGON provides storage services at secured facilities across London and the M25 area. OCTAGON reserves the right to select the most appropriate storage facility for the client's goods and may store goods at more than one location. The facility allocated is determined by availability at the time of booking, and OCTAGON does not guarantee allocation of a facility in a specific geographic location.

The manner in which goods are stored (conventional or containerised) is at OCTAGON's discretion unless otherwise confirmed in writing. The price of storage remains the same regardless of the location of the facility allocated, and OCTAGON does not charge additional fees for storing goods at a facility that is further from the client's premises than an alternative option.

6.2 Inventory and Photographic Record

All goods accepted into storage are recorded on an Inventory List at the point of acceptance. The Inventory List is signed by both the client and an OCTAGON representative (wet ink or electronic) and constitutes a binding contractual document. The client is responsible for ensuring the Inventory List accurately reflects all items accepted into storage before signing. If the client does not object to the Inventory List in writing within 7 days of receiving it, the inventory is accepted as conclusive evidence of the goods received.

OCTAGON photographs goods at the point of intake. Those photographs constitute the condition record for the purposes of any subsequent claim, and any claim for damage must be assessed against the intake photographs. Items that are not visible or identifiable in the intake photographs cannot form the basis of a damage claim. Items not appearing in the intake photographs may only form the basis of a loss claim if they are listed on the signed Inventory List.

The client must keep OCTAGON informed of a current correspondence address. All notices are treated as received 7 days after posting to the client's last known address.

6.3 Labelling of Goods

All boxes packed by the client and accepted into storage must be clearly labelled with the client's initials and the date of acceptance into storage. Boxes that are not labelled may be refused at the point of acceptance. Furniture and large items are labelled by the OCTAGON crew with the client's initials and the date of acceptance.

Clients must not write on or mark hired boxes belonging to OCTAGON in any way. A charge of £2 per box will be applied where hired boxes are returned marked, damaged or in a wet condition.

6.4 Changes to Stored Inventory

The Inventory List agreed and signed at the point of acceptance is the definitive record of all items held in storage. Where the client wishes to add further items to storage after the initial acceptance, this must be confirmed in writing by email prior to the items being brought to the facility. OCTAGON reserves the right to decline additional items without prior written confirmation.

6.5 Client Responsibilities for Stored Goods

The client confirms that the goods are the client's own property or that the client has the owner's authority to store them; that the goods do not include any excluded items listed in clause 6.7; and that the client has adequately packed, secured and prepared all goods before handover for storage.

All items presented for storage must be appropriately packed and protected. This includes but is not limited to:

framed artwork, mirrors and glass items must be wrapped in protective materials and placed in a suitable box or purpose-made case: loose frames, loose tubes and unboxed glass items will not be accepted;
artwork stored in tubes must have both ends securely capped and the tube clearly labelled;
fragile items must be individually wrapped and packed in sturdy boxes with appropriate void fill;
furniture must be wrapped in protective blankets, bubble wrap or furniture covers;
loose items must not be handed over unpackaged.

OCTAGON reserves the right to refuse to accept any item that is not properly packed or protected. If OCTAGON accepts an item in an inadequate condition at its discretion, this will be noted on the Inventory List and OCTAGON accepts no liability whatsoever for any loss or damage to that item arising from its inadequate packaging or protection. If goods are handed over loose, unpackaged or inadequately protected without OCTAGON's written agreement, OCTAGON accepts no responsibility for any loss, damage, deterioration or disappearance of or to those goods during storage or transit.

6.6 High-Value Items

Any item with an estimated value exceeding £250.00 must be declared to OCTAGON in writing at the point of collection of the goods. Undeclared high-value items are stored entirely at the client's own risk. OCTAGON's liability for any item not declared as high-value at the point of collection is capped at £50.00 regardless of actual or claimed value. Declaration must include a written description of the item and the client's estimated value, confirmed by OCTAGON in writing before the goods are accepted into storage.

6.7 Excluded Goods

The following goods may not be stored without OCTAGON's prior written agreement:

cash, deeds, securities, jewellery, precious metals or stones;
firearms, ammunition, explosives, gas cylinders or hazardous materials;
illegal goods or controlled substances;
perishable, refrigerated or frozen goods;
living creatures or plants;
goods requiring a controlled environment;
goods requiring specialist licences.

If excluded goods are found in storage without OCTAGON's consent, OCTAGON may remove them and make them available for the client's collection within 72 hours. If not collected, OCTAGON may seek a court order for disposal without further notice. The client will be liable for all costs incurred.

6.8 Storage Charges and Payment

Storage charges are set out in the Storage Agreement provided to the client at the time of booking. Storage handling charges are £90 plus VAT for the first two hours and £30 plus VAT for each subsequent commenced hour.

All storage charges are payable one month in advance, and payment must be received within 7 calendar days of the invoice date. The minimum storage period is 7 days (one full calendar week), always charged as a full week regardless of actual use. All storage charges and any removal charges must be paid in full in cleared funds before goods are released.

A payment delay fee of £50.00 plus VAT applies to all overdue accounts, together with daily interest of 1% on the outstanding sum. OCTAGON reviews storage charges periodically and will give the client 28 days' written notice of any changes, effective from the start of the next monthly billing period. If the client removes goods from storage before the end of a paid period, no refund is due for unused time or space.

6.9 Access and Inspection

The client may inspect their goods in storage on giving OCTAGON at least 48 hours' written notice. Access is subject to facility opening hours and staff availability, and OCTAGON does not guarantee same day access under any circumstances. OCTAGON reserves the right to charge a reasonable administration fee for facilitated inspections.

If the client wishes someone else to collect their goods, the client must notify OCTAGON at least 7 calendar days in advance and provide a written letter of authority naming that person. OCTAGON may refuse to release goods to an unauthorised third party. OCTAGON's responsibility for goods ceases upon handing them over to the client or the client's authorised representative.

6.10 Collection and Termination

Where the client wishes to collect all stored goods and terminate the storage arrangement, a minimum of 14 working days' written notice is required, sent to complaints@octagonremovals.co.uk or OCTAGON's registered address. If OCTAGON can release goods earlier, it will do so provided the client's account is fully paid up to date. Storage charges are payable to the date on which the notice period expires, not the date of actual collection. Where goods are not collected within the agreed timeframe, additional storage charges will apply.

On 28 days' written notice, OCTAGON may also require the client to remove their goods and pay all amounts due. If the client fails to do so, OCTAGON may exercise its rights of sale or disposal under clause 6.11.

6.11 Non-Payment, Lien, Sale or Disposal

OCTAGON has a lien over all goods in its custody until all outstanding charges under this or any other agreement between the parties are paid in full, including any charges OCTAGON has paid on the client's behalf. While OCTAGON holds goods under lien, the client remains liable for all ongoing storage charges and other costs.

If the client fails to pay storage charges when due, OCTAGON will attempt to contact the client to resolve the matter. If OCTAGON is unable to contact the client for a continuous period of 1 calendar month, or if storage charges remain unpaid for 1 calendar month after becoming due despite OCTAGON's attempts to contact the client, OCTAGON may charge any reasonable costs incurred in attempting to trace the client, initiate debt recovery proceedings, and exercise its right under the Torts (Interference with Goods) Act 1977 (s.12 and Part II of Schedule 1) to sell or dispose of some or all of the goods after giving such notice as is required by law. OCTAGON will give the client 28 days' written notice before exercising any right of sale or disposal. The net proceeds of any sale will be credited to the client's account; any surplus after deduction of all outstanding charges and costs of sale will be paid to the client without interest, and the cost of sale or disposal will be charged to the client's account.

Separately, where goods remain in storage and the client has not made contact with OCTAGON for a period of 90 days despite reasonable attempts by OCTAGON to contact the client, OCTAGON reserves the right to treat the goods as abandoned. OCTAGON will make a minimum of three written attempts to contact the client before exercising this right. Abandoned goods may be disposed of, donated or sold at OCTAGON's discretion. Any proceeds from the sale of abandoned goods will be applied first to any outstanding storage charges, with the remainder returned to the client where contact details are available.

6.12 Condition of Goods in Storage

OCTAGON accepts no liability for natural changes in the condition of items during storage, including but not limited to fading, shrinkage, rusting, mould resulting from items being stored in a damp condition, or other material changes resulting from the nature of the items themselves.

All items accepted into storage are inspected by the OCTAGON crew at the point of acceptance. Where visible damage or poor condition is noted, this will be recorded on the Inventory List. OCTAGON accepts no liability for pre-existing damage not recorded at the point of acceptance.

6.13 Storage of Goods from Third Parties

Where OCTAGON collects and transports goods that have been previously stored or handled by a third party, OCTAGON's liability is limited to the period during which the goods are under the direct control of the OCTAGON crew. OCTAGON accepts no liability for damage that occurred prior to collection, including damage concealed within packaging. The condition of goods at the point of collection by the OCTAGON crew is documented photographically and constitutes the reference point for any subsequent claims.

6.14 Liability for Stored Goods

OCTAGON's liability for loss of or damage to stored goods caused by its negligence is limited to the reasonable cost of repair or current market value, whichever is lower, subject to a maximum of £50,000. OCTAGON is not liable for:

loss or damage arising from goods not being properly packed, prepared or secured before storage (see clause 6.5);
loss or damage to any item handed over loose, unboxed or without appropriate protective packaging;
loss or damage to any item where the inadequate condition was noted on the Inventory List at the point of acceptance;
loss or damage to any undeclared high-value item (see clause 6.6);
atmospheric or climatic conditions not caused by OCTAGON's negligence;
inherent defect, natural deterioration, leakage, vermin, moth or mildew;
excluded goods stored without OCTAGON's consent;
any consequential loss arising from delay in releasing goods, including accommodation costs, travel costs, loss of a property transaction, lost income or any other indirect loss howsoever caused;
indirect, consequential or financial loss of any kind.

OCTAGON strongly recommends that the client obtains their own contents insurance for all goods placed in storage. OCTAGON is not an insurer, and its liability under these terms does not replace, supplement or substitute any insurance the client holds or should hold. OCTAGON accepts no responsibility for any shortfall between its liability cap and the value the client places on their goods. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded.

6.15 Storage Claims

Claims for loss or damage to stored goods must be reported in writing to complaints@octagonremovals.co.uk within 7 days of the goods being collected from storage. No claim will be considered more than 14 days after the date of collection, regardless of when the loss or damage is alleged to have been discovered. This is an absolute time bar.

On collection, OCTAGON will ask the client to sign a collection receipt confirming the items collected and their visible condition at the time of handover. If the client declines to sign, OCTAGON will note the refusal on the collection record. The client's signature on the collection receipt constitutes acknowledgment that all listed items were received and that no visible damage was present at the time of collection, unless specific written objections are noted on the receipt at that time.

Proof of value is required for all claims. Before OCTAGON considers any settlement, the client must provide at least one of the following for each item claimed:

original purchase receipt or invoice;
bank or credit card statement showing the purchase;
manufacturer or retailer valuation confirming current market value;
independent written valuation from a qualified appraiser.

Where no proof of value is provided, OCTAGON reserves the right to assess the current market value of the item itself and is not obliged to accept the client's estimate of value without supporting documentation. Where no proof of value is provided, the following maximum amounts apply per item regardless of claimed value:

Category	Maximum liability (no receipt)
Mirrors	£70.00
Artwork / prints (unframed)	£25.00
Artwork (framed)	£50.00
Clothing / textiles	£30.00 per item
Electronics	£50.00 (receipt required for any amount above)
Furniture (flat-pack / self-assembly)	£50.00
Furniture (solid / antique / bespoke)	£200.00
All other items	£50.00

OCTAGON will not consider claims where the item has been disposed of, repaired or replaced by the client before OCTAGON has had a reasonable opportunity to inspect it. Settlement of any claim is limited to the current market value of the item at the time of loss or damage, not the original purchase price, replacement cost or sentimental value.

If a claim is found to be fraudulent, deliberately exaggerated or materially misrepresented in any way, the entire claim will be forfeited without settlement. OCTAGON reserves the right to recover its reasonable costs of investigating any fraudulent or exaggerated claim and to report the matter to relevant authorities.

6.16 Storage Dispute Resolution

Before commencing any legal proceedings in relation to storage services, the parties agree to attempt resolution in the following sequence: (i) a written complaint submitted to the Company Director at complaints@octagonremovals.co.uk; (ii) if unresolved within 28 days of receipt, a without-prejudice meeting or call between the parties to be arranged within a further 14 days; and (iii) if still unresolved after that process, either party may pursue their legal rights through the courts of England and Wales. Nothing in this clause prevents either party from seeking urgent injunctive or interim relief from a court where necessary. These storage provisions do not affect any statutory rights the client has as a consumer.

7. Complaints

7.1 Commitment to Resolution

OCTAGON REMOVALS Ltd is committed to resolving all client complaints promptly and fairly. All complaints are taken seriously and handled in accordance with this procedure.

7.2 How to Submit a Complaint

All complaints must be submitted in writing to OCTAGON at info@octagonremovals.co.uk. The complaint must include the client's full name, booking reference, Move Date, a description of the issue, and where applicable photographic evidence of any damage or loss.

7.3 Response Timeframe

OCTAGON will acknowledge receipt of every complaint and provide a full written response within 5 working days of receiving the complaint. The response will set out OCTAGON's findings and proposed resolution.

7.4 Escalation

Where the client is not satisfied with OCTAGON's response, the client may request a further review by a senior member of the OCTAGON team. This request must be made in writing within 14 days of receiving OCTAGON's initial response.

7.5 BAR Alternative Dispute Resolution

Where OCTAGON holds current BAR membership, clients may refer unresolved disputes to the BAR Alternative Dispute Resolution Service as an independent arbitrator. Details of this service will be provided upon request.

Note: This clause will be activated upon confirmation of BAR membership.

7.6 Damage Claims: Time Limits

All damage and loss claims are subject to the reporting timeframes set out in Section 5.3 of these Terms and Conditions. Complaints received outside these timeframes will not be accepted.

7.7 Content and Social Media

Where OCTAGON has obtained prior written consent from the client to record video or photographic content during the service for use on social media or marketing purposes, the client retains the right to withdraw consent at any time prior to publication. OCTAGON will not publish any material containing identifiable personal items, documents or sensitive content. All content requests are handled separately from the complaints procedure.

8. Data Protection

8.1 Data Controller

OCTAGON REMOVALS Ltd is the data controller for all personal data collected in connection with the provision of its services. OCTAGON processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

8.2 Data Collected

OCTAGON collects and processes the following categories of personal data: name, address, telephone number, email address, payment information, and any other information provided by the client in connection with a booking or enquiry.

8.3 Purpose of Processing

Personal data is collected and processed for the following purposes: fulfilling the contracted service, processing payments, communicating with the client before, during and after the service, complying with legal obligations, and improving OCTAGON's services.

8.4 Marketing Communications

Where the client has provided consent, OCTAGON may contact the client by email, SMS or other electronic means with information about services, offers and promotions. The client may withdraw consent at any time by contacting OCTAGON at info@octagonremovals.co.uk or by using the unsubscribe option included in all marketing communications.

8.5 Data Retention

OCTAGON retains personal data for the following periods:

Booking and transaction records: 6 years from the date of the service, in accordance with statutory requirements.
Photographic documentation of goods and property: 10 days from the Move Date, after which all photographic records are permanently deleted. Where a claim is active at the time of deletion, photographic records related to that claim are retained until the claim is resolved.
Telephone call recordings: 90 days from the date of the call, unless the recording is required in connection with an active claim or dispute.
Marketing data: until the client withdraws consent.

8.6 Data Sharing

OCTAGON does not sell personal data to third parties. Personal data may be shared with subcontractors and logistics partners engaged in the delivery of the service, payment processors, and regulatory bodies where required by law. All third parties with whom data is shared are required to process it in accordance with UK GDPR.

8.7 Automated Communications

The client acknowledges that OCTAGON uses automated systems, including AI-assisted communication tools, to send booking confirmations, service reminders and other operational communications. These communications are generated on behalf of OCTAGON and carry the same legal weight as communications sent directly by a member of the OCTAGON team.

8.8 Client Rights

The client has the following rights in relation to their personal data: the right to access their data, the right to correct inaccurate data, the right to request deletion of their data, the right to object to processing, and the right to data portability. Requests may be submitted in writing to info@octagonremovals.co.uk. OCTAGON will respond within 30 days of receiving a request.

8.9 Privacy Policy

Full details of how OCTAGON collects, uses and protects personal data are set out in the OCTAGON Privacy Policy, available at octagonremovals.co.uk/legal-hub/privacy-policy.

9. General Provisions

9.1 Entire Agreement

These Terms and Conditions constitute the entire agreement between OCTAGON and the client in respect of the services provided and supersede all prior negotiations, representations and agreements whether written or oral.

9.2 Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, that provision will be severed from the remaining Terms and Conditions which will continue in full force and effect.

9.3 Waiver

Failure by OCTAGON to enforce any provision of these Terms and Conditions at any time does not constitute a waiver of that provision or of OCTAGON's right to enforce it at a later date.

9.4 Subcontractors

OCTAGON reserves the right to engage licensed and qualified subcontractors for the fulfilment of all or part of any service. Subcontractors engaged by OCTAGON are bound by contractual obligations requiring them to meet OCTAGON's operational standards. The identity of subcontractors constitutes confidential commercial information and is not disclosed to clients. OCTAGON remains the sole point of contact for the client and retains full contractual liability for the entirety of the service regardless of which subcontractors are engaged in its delivery. This applies equally to international services fulfilled by licensed freight forwarders and logistics partners.

9.5 Force Majeure

OCTAGON will not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond OCTAGON's reasonable control, including but not limited to extreme weather conditions, road traffic incidents preventing passage, strikes, riots, pandemics, actions of government authorities, or any other event of force majeure.

In such circumstances OCTAGON will notify the client as soon as reasonably practicable and will propose a new service date. If no alternative date is agreed within 30 days of the original Move Date, the client will receive a full refund of any prepayment made. OCTAGON will not be liable for any costs incurred by the client as a result of a delay or cancellation caused by force majeure.

9.6 Amendments to Terms and Conditions

OCTAGON reserves the right to amend these Terms and Conditions at any time with a minimum of 30 days notice published on the OCTAGON website at octagonremovals.co.uk. Clients with confirmed bookings at the time of any amendment will be subject to the Terms and Conditions in force at the date of their Booking Confirmation. Continued use of OCTAGON services following the introduction of amended Terms and Conditions constitutes acceptance of the revised terms.

9.7 Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from or in connection with these Terms and Conditions will be subject to the exclusive jurisdiction of the courts of England and Wales. If any provision of these Terms and Conditions is found to be unenforceable, the remaining provisions will continue in full force and effect.

9.8 Company Details

OCTAGON REMOVALS Ltd

Company Registration Number: 10412666

VAT Number: GB274493376

Registered Address: Office 56, Millmead Business Centre, Millmead Road, South Tottenham, N17 9QU

Email: info@octagonremovals.co.uk

Telephone: 0208 521 8000

Website: octagonremovals.co.uk

Terms and Conditions of Service