1. Who these terms apply to

These terms apply when you use the Certa Via Removals booking app to request a price, reserve a move or arrange a home removal, office removal, man-and-van or courier service with us. ‘We’, ‘us’ and ‘our’ mean Certa Via Removals; ‘you’ means the customer making the booking. By placing a booking, you agree to these terms. Please read the details shown at checkout and in your confirmation too.

You must be at least 18 and authorised to arrange the move and payment. If you book for someone else, you are responsible for making sure they understand the practical requirements of the service.

2. Prices and quotes

Prices shown in the app are based on the information you provide, including addresses, route, move date, duration, vehicle, helpers, inventory and any selected extras. A displayed price is not a promise to carry items or provide services that were not disclosed. We will tell you about any proposed change to the agreed price before charging for additional work.

Please check the price breakdown and tell us promptly about missing items, extra stops, stairs, difficult access or other changes. Travel times and arrival windows may vary with traffic and conditions outside our control. Any promotion or discount applies only where accepted at checkout.

3. Booking and confirmation

Submitting your details or saving a quote does not by itself confirm a booking. A booking is confirmed once the required payment has succeeded and we issue a booking confirmation. Please check the date, addresses, service, vehicle and contact details in your confirmation and contact us promptly if anything is wrong.

If we cannot provide the booked service, we will contact you to discuss an alternative or a refund of payments made for the service we cannot provide.

4. Payment

The checkout displays the total price and the amount due today. For bookings requiring a deposit, the deposit is normally 25% of the displayed total; the remaining balance is due on move day unless your booking confirmation states otherwise. Do not assume a date is secured until payment succeeds and you receive confirmation.

Card payments are processed through Stripe. We do not ask you to send card details by email. If payment fails, your booking may remain unconfirmed. Any later charge for agreed extra work or a changed booking will be explained to you before it is taken.

5. Changes, cancellation and refunds

Email us as soon as possible if you need to change or cancel. A new date, vehicle, route or service is subject to availability and may change the price; we will seek your agreement before confirming the change. Tell us about changes to inventory, access and timing before the move.

If you cancel, we will explain any amount we propose to retain for reasonable costs already incurred or work already performed, and refund the balance where due. We will not withhold money without a lawful basis. If we cancel because we cannot fulfil the booking, we will refund payments for the unprovided service unless we agree an alternative with you.

If you are a consumer booking remotely, you may have a statutory 14-day cancellation right where it applies. If you expressly ask us to begin providing the service within that period and then cancel, you may have to pay for services already provided. Nothing in these terms removes your statutory cancellation or refund rights.

6. What the service includes

We provide the vehicle, time, crew and optional loading or packing services stated in your booking confirmation. Self-load bookings do not include loading help unless selected. Disassembly, reassembly, specialist handling, packing materials, storage, waste disposal and additional stops are included only if expressly agreed. We may use suitably qualified drivers, crew and service partners to carry out the work.

7. Your responsibilities

Give accurate addresses, inventory, item dimensions and weights, floor and lift information, parking and access details, and a reachable phone number. Arrange legal parking and any permits, clear safe routes and access, and ensure someone authorised is available at both ends to identify goods and approve completion. Secure drawers and doors, disconnect appliances and prepare fragile items unless we have agreed to do this for you.

You are responsible for ensuring items belong to you or you have permission to move them. Do not ask the crew to work in unsafe conditions or to carry anything beyond the vehicle’s safe capacity. Tell us in advance about unusually heavy, valuable, fragile or awkward items so we can assess whether special handling is possible.

8. Items we may not carry

Unless we agree otherwise in writing, do not include hazardous, flammable or illegal goods, explosives, pressurised gas, perishable food, live animals, plants needing special care, cash, jewellery, important documents or other irreplaceable items. Keep medicines, keys, passports, valuables and essentials with you. We may refuse an unsafe or unlawful item or pause work where safety requires it.

9. Care, damage and insurance

We will carry out the service with reasonable care and skill. Tell us promptly if you notice loss or damage and give us a reasonable opportunity to inspect it. Please report concerns by email with your booking reference, a description and photographs where available. Reporting promptly helps us investigate, but does not take away your legal rights.

We are responsible for loss or damage caused by our failure to use reasonable care and skill, subject to applicable law. We are not responsible for pre-existing damage, inherent defects or damage caused by inadequate packing you undertook yourself, unless we caused or worsened the loss through our own lack of care. Ask us for details of any applicable insurance cover and limits before booking if you require them; these terms do not promise a particular policy or level of cover. Consider arranging separate cover for high-value items. Nothing excludes liability that cannot legally be excluded, including for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

10. Delays and events outside our control

Arrival times are planned windows, not guarantees. Traffic, road closures, severe weather, breakdowns and other circumstances beyond reasonable control may cause delays. We will try to keep you updated and take reasonable steps to minimise disruption. If a significant delay or interruption makes the service impracticable, contact us so we can discuss a fair alternative or your rights to cancel and receive a refund for work not provided.

11. Using the app and your information

The app lets you enter move details, obtain a price, make a booking, pay a deposit, view booking and tracking information, upload property or inventory photos when offered, sign service documents electronically and communicate with us. Availability and online features may occasionally be interrupted; please contact us if you cannot complete an urgent booking change online. Do not misuse the app, submit false information or attempt to access another customer’s booking.

We use the contact and booking details you provide to price, organise and deliver your move, process payment, send confirmations, service and review-request messages, respond to enquiries and handle claims. This may include uploaded photos, electronic signatures and driver location information where those features are used. Payment, mapping, email, calendar and service providers may process relevant information as needed to deliver the booking. We do not collect full card numbers ourselves through the booking form. Contact us about questions or requests concerning your personal data.

12. Feedback and complaints

You may leave feedback about your experience. Please be honest and avoid posting another person’s private information or unlawful material. We may display feedback you choose to make public, subject to moderation.

If you have a complaint, email hello@certavia.co.uk with your booking reference and what happened. We will review the details and respond as soon as reasonably possible. This does not affect your right to seek independent advice or pursue legal remedies.

13. Changes to these terms and law

We may update these terms for future bookings. The terms made available when you place your booking apply to that booking unless a change is required by law or we agree a change with you. These terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply where you live. Nothing here limits your right to bring a claim in a court available to you under applicable consumer law.