Terms of Service
Last updated: 1st August 2025
1. Introduction
These Terms of Service ("Terms") govern your use of Neuro Spire's website and services. By accessing our website or using our services, you agree to be bound by these Terms.
2. Company Information
3. Services
Neuro Spire provides the following services:
- Domestic removals and relocations
- Commercial moving services
- Freight transport and logistics
- Storage solutions
- Packing and unpacking services
4. Booking and Quotes
4.1 Quotes
- All quotes are estimates based on information provided by the customer
- Quotes are valid for 30 days unless otherwise specified
- Final costs may vary based on actual requirements and circumstances
- Additional services requested on moving day will incur extra charges
4.2 Booking Confirmation
- Bookings are confirmed upon receipt of signed agreement and deposit
- A deposit of 25% is required to secure your booking
- Full payment is due upon completion of services
5. Customer Responsibilities
Customers are responsible for:
- Providing accurate information about items to be moved
- Declaring valuable, fragile, or hazardous items
- Ensuring access to properties is available at agreed times
- Obtaining necessary parking permits or permissions
- Disconnecting and preparing appliances for moving
- Backing up computer data before moving IT equipment
- Being present or having an authorised representative during the move
6. Prohibited Items
We cannot transport the following items:
- Hazardous materials (flammable, explosive, toxic substances)
- Illegal items or contraband
- Perishable food items
- Live animals or plants
- Personal documents (passports, certificates, wills)
- Cash, jewellery, or valuable collections (unless declared and separately insured)
- Firearms and ammunition
7. Insurance and Liability
7.1 Insurance Coverage
- Basic goods in transit insurance is included in our standard service
- Additional comprehensive insurance is available upon request
- Customers should review their home insurance for additional coverage
7.2 Liability Limitations
- Our liability is limited to £40 per kilogram unless additional insurance is purchased
- We are not liable for damage to items not properly packed by our team
- Claims must be reported within 7 days of delivery
- We are not liable for delays due to circumstances beyond our control
8. Cancellation and Postponement
8.1 Customer Cancellation
- More than 48 hours notice: Full refund of deposit minus £50 administration fee
- 24-48 hours notice: 50% of deposit refunded
- Less than 24 hours notice: No refund of deposit
8.2 Company Cancellation
- We may cancel due to extreme weather, vehicle breakdown, or safety concerns
- Alternative dates will be offered with no additional charges
- Full refund if no suitable alternative can be arranged
9. Payment Terms
- Payment methods: Cash, bank transfer, credit/debit cards
- Payment is due upon completion of services
- Late payment charges may apply for commercial accounts
- Disputes regarding charges must be raised within 30 days
10. Force Majeure
We are not liable for delays or failure to perform due to circumstances beyond our reasonable control, including:
- Extreme weather conditions
- Natural disasters
- Government restrictions
- Traffic accidents or road closures
- Labour disputes
- Acts of terrorism or war
11. Complaints Procedure
- Contact our customer service team within 7 days
- Provide detailed information and supporting evidence
- We will investigate and respond within 14 days
- If unsatisfied, you may escalate to our management team
- Unresolved disputes may be referred to alternative dispute resolution
12. Data Protection
Your personal information is processed in accordance with our Privacy Policy and UK data protection laws. We are committed to protecting your privacy and handling your data responsibly.
13. Website Use
13.1 Acceptable Use
When using our website, you agree not to:
- Use the site for any unlawful purpose
- Attempt to gain unauthorised access to our systems
- Interfere with the website's functionality
- Upload malicious code or viruses
- Infringe on intellectual property rights
13.2 Content Accuracy
- We strive to ensure information accuracy but cannot guarantee it
- Prices and service details are subject to change
- Technical specifications may be updated without notice
14. Intellectual Property
All content on our website, including text, images, logos, and design elements, is protected by intellectual property laws. You may not reproduce, distribute, or create derivative works without our written permission.
15. Limitation of Liability
To the maximum extent permitted by law:
- Our total liability is limited to the value of services provided
- We exclude liability for indirect, consequential, or punitive damages
- Nothing in these terms limits liability for death, personal injury, or fraud
16. Governing Law
These Terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the English courts, unless you are a consumer resident in Scotland or Northern Ireland, in which case local consumer protection laws may apply.
17. Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
18. Amendments
We may update these Terms periodically. Continued use of our services after changes constitutes acceptance of the new terms. Significant changes will be communicated via email or website notice.
19. Consumer Rights
If you are a consumer, you have statutory rights under consumer protection legislation. These Terms do not affect your statutory rights, and nothing in these Terms excludes or limits our liability for breach of consumer rights.
20. Contact Information
For questions about these Terms or our services, please contact us: