Terms of Service

📜 Service Agreement

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“Customer,” “you,” or “your”) and A1 Piano Removals (trading as Liam Hagon, sole trader) (“we,” “us,” or “our”) regarding the use of our piano moving and related services.

By booking our services, requesting a quote, or using our website, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, please do not use our services.

🎹 Our Services

Service Scope

A1 Piano Removals provides professional piano moving and related services including:

Service Areas

Primary service areas include:

• Gloucestershire: Gloucester, Cheltenham, Stroud, Cirencester, Tewkesbury
• Surrounding Counties: Bristol, Worcester, Oxford, Swindon, Bath
• The Cotswolds and Forest of Dean
• UK-wide service available for long-distance moves

Service Limitations

We reserve the right to decline service if:

• The piano is in unsafe condition for transport
• Access conditions pose unacceptable safety risks
• The customer provides false or misleading information
• Weather conditions make safe transport impossible
• The move would violate any laws or regulations

📅 Booking & Scheduling

Booking Process

1. Quote Request: Submit details via phone, email, or online form
2. Assessment: We evaluate requirements and access conditions
3. Quote Provision: Written quote valid for 30 days
4. Booking Confirmation: Accept quote to secure booking
5. Scheduling: Agree on date and time window

Information Requirements

Customers must provide accurate information including:

• Piano type, make, model, and approximate age
• Current and destination addresses
• Floor levels and stair details
• Access restrictions (narrow doorways, parking limitations)
• Any known damage or special requirements

Scheduling Terms

• Service windows are typically 2-4 hours
• We provide estimated arrival times via text message
• Delays due to traffic or previous jobs will be communicated
• Weekend and evening services available at additional cost

💷 Pricing & Payment

Pricing Structure

Our pricing is based on:

• Type and size of piano
• Distance between locations
• Access difficulty (stairs, long carries)
• Additional services required
• Timing (standard hours vs. evenings/weekends)

Payment Terms

Additional Charges

Additional charges may apply for:

• Excessive waiting time (beyond 30 minutes)
• Undisclosed access difficulties
• Additional items not included in original quote
• Congestion charges or tolls
• Emergency or out-of-hours services
• Piano dismantling/reassembly if required

✅ Customer Responsibilities

Before Service

• Ensure clear access paths (minimum 1 meter width)
• Remove obstacles and fragile items from routes
• Secure parking arrangements or permits
• Ensure piano is ready for moving (lid closed, music removed)
• Arrange for children and pets to be supervised
• Obtain necessary permissions from landlords/building management

During Service

• Have an authorized adult present at both locations
• Provide access to properties
• Point out any specific concerns or requirements
• Sign service documentation
• Make payment as agreed

Property Protection

While we take all reasonable precautions, customers are responsible for:

• Protecting floors and walls if concerned about marking
• Removing valuable or fragile items from work areas
• Ensuring structural integrity of floors for heavy pianos
• Advising of any property-specific requirements or restrictions

🛡️ Liability & Insurance

Insurance Coverage

A1 Piano Removals maintains comprehensive insurance including:

• Public Liability Insurance: £2 million coverage
• Goods in Transit Insurance: Up to £100,000 per piano
• Professional Indemnity Insurance

Liability Limitations

We accept liability for:

• Damage caused by our negligence
• Loss during transit under our control
• Personal injury caused by our operations

We do NOT accept liability for:

• Pre-existing damage or wear
• Internal mechanical issues not caused by moving
• Damage due to customer’s incorrect information
• Force majeure events (floods, storms, strikes)
• Consequential or indirect losses
• Damage to property not properly protected by customer

High-Value Pianos

For pianos valued over £100,000:

• Additional insurance may be required
• Pre-move inspection recommended
• Special handling procedures apply
• Customer may need to arrange supplementary insurance

🚫 Cancellation Policy

Customer Cancellations

Our Cancellations

If we need to cancel:

• Full refund of any prepayment
• Priority rebooking offered
• Assistance finding alternative movers if urgent
• No liability for consequential losses

Rescheduling

• Free rescheduling with 48 hours notice
• One free reschedule per booking
• Subject to availability
• Additional reschedules may incur admin fee

✨ Service Warranty

Our Commitment

We warrant that our services will be:

• Performed by trained, experienced professionals
• Completed with reasonable care and skill
• Delivered using appropriate equipment
• Compliant with health and safety regulations
• Covered by comprehensive insurance

Service Standards

Satisfaction Guarantee

If you’re not satisfied with our service:

1. Report concerns within 24 hours
2. We’ll investigate promptly
3. Remedial action taken where appropriate
4. Fair resolution in line with consumer rights

Exclusions

This warranty does not cover:

• Normal wear and tear
• Issues arising after delivery
• Damage from subsequent moves by others
• Environmental factors beyond our control

⚖️ Dispute Resolution

Resolution Process

1. Direct Communication: Contact us immediately with concerns
2. Investigation: We’ll review the issue within 48 hours
3. Resolution Offer: Proposed solution within 5 business days
4. Mediation: Independent mediation if needed
5. Legal Action: As a last resort through UK courts

Alternative Dispute Resolution

We support ADR through:

• The British Association of Removers (if applicable)
• Local Trading Standards mediation services
• Small Claims Court for disputes under £10,000

Governing Law

These Terms are governed by:

• The laws of England and Wales
• Consumer Rights Act 2015
• Supply of Goods and Services Act 1982
• UK GDPR and Data Protection Act 2018

📌 Additional Terms

Intellectual Property

All content on our website, including text, images, logos, and designs, is our property or licensed to us. You may not use our intellectual property without written permission.

Force Majeure

We are not liable for delays or failures caused by:

• Extreme weather conditions
• Natural disasters
• Government actions or restrictions
• Labour disputes or strikes
• Pandemic-related restrictions

Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Entire Agreement

These Terms constitute the entire agreement between you and A1 Piano Removals regarding our services, superseding any prior agreements or understandings.

Updates to Terms

We may update these Terms periodically. Significant changes will be notified via:

• Website announcement
• Email to registered customers
• Notice at time of booking

📞 Contact Information

Complaints Procedure

To file a complaint:

1. Contact us directly via phone or email
2. Provide details of your concern in writing
3. Include booking reference and date of service
4. We’ll acknowledge within 24 hours
5. Full response within 5 business days

Regulatory Bodies

You may also contact:

• Trading Standards: Gloucestershire County Council Trading Standards
• Citizens Advice: Consumer helpline 0808 223 1133
• Information Commissioner: For data protection concerns