Terms
& Conditions

2.1.

Stackt’s quotation or estimate, unless otherwise agreed in writing, does not include any additional fees such as insurance, cancellation/postponement waivers, customs, duties, port charges including (but not limited to) demurrage, inspections, or any fee or taxes payable to government bodies or agencies, as applicable.

2.2.

Stackt’s quotation / estimate/offer is valid for 24 hours from the moment of issue and is subject to availability of time and resources. For orders with a due date within 72 hours, payment must be completed within 4 hours, otherwise Stackt cannot confirm the order. If Stackt’s quotation / estimate is calculated using any Promotional Codes (further details set out at Clause 3 below), the quotation / estimate will be valid until the moment of payment in accordance with the terms of the Promotional Codes.

2.3.

The Customer must notify Stackt 48 hours prior to the service if they wish to include any additional Goods or request additional services as part of the Services provided by Stackt. Please be aware that extra fees may apply for any changes.

2.4.

Stackt shall advise the Customer of any estimated price increases to the quotation/estimate as soon as practicable. Any additional Goods or additional service shall not be included in the Services until Stackt has agreed the price with the Customer in writing.

2.5.

These Terms and Conditions are subject to any written terms to the contrary stated in the quotation / estimate/offer and, for the avoidance of doubt, in the event of any conflict, the terms of the quotation/estimate/offer shall take precedence over these Terms and Conditions.

2.6.

Unless agreed in Stackt’s quotation/estimate, reasonable additional charges will apply in, but not limited to, the following circumstances:

2.7.

The Customer agrees to pay any reasonable charges arising from the above circumstances of this clause 2.

2.8.

Stackt contractors and any third-party personnel providing services on behalf of Stackt are entitled to have a 15-minute break if the job takes more than 4 hours.

2.9.

Online Order Approval: All orders paid online are subject to approval by a Stackt manager. In the event of any discrepancies or inaccuracies in the details provided, the service fee may be adjusted accordingly.

2.10.

For moving, packing, collection, and storage return services, Stackt offers two arrival time slot options:

· 6-Hour Arrival Window: This is the standard time slot for service. Stackt will make every effort to arrive within this window, but if circumstances beyond our control cause delays, we will inform the customer in advance, as reasonably practicable. Please note that no reimbursement is offered for delays within the 6-hour time slot.

· 2-Hour Arrival Window (with 15% surcharge): For an additional fee of 15%, customers can select a 2-hour arrival window. If Stackt is unable to arrive within this window due to reasons within our control, the 15% surcharge will be fully reimbursed.

Stackt will strive to meet the scheduled arrival time, but in cases of unforeseen circumstances, delays may occur, without prior notice provided to the customer. Please note that no reimbursement is provided in such cases.

2.11.

Stackt offers fixed tariffs for moving and packing services. However, these tariffs are subject to limitations based on the number of items, the floor level if there is no lift, and the distance involved, as outlined on the Stackt website (www.stackt.co.uk). Should these limits be exceeded, additional charges may apply or may be converted to a custom or personalised quote, where certain conditions apply.

2.12.

If the time specified in the quotation exceeds the actual job duration by more than 60 minutes, Stackt may issue a refund based on the extra-hourly rate upon the customer’s request.

2.13.

Our fixed moving quote includes moves from ground floor to the second floor 2. For moves starting from the 3rd floor or higher (where no lift access is available), an additional charge will apply per floor which shall be communicated to your prior to date of move. The exact cost depends on the selected plan, but shall be pursuant to the following guidance:

4.1.

Unless previously agreed, Stackt will not:

4.2.

If agreed in writing, Stackt may carry out the following tasks on the understanding that Stackt shall not be held liable or responsible for any damages or losses caused as a consequence;

4.3.

End of tenancy cleaning booking, does not include carpet cleaning and balcony cleaning within the provided basic quotation. These additional services must be scheduled and paid for separately.

4.4.

Home Setup Service

5.1.

Declare to Stackt, in writing prior to removal, moving and/or storage of Goods, the value of such Goods in the form of a signed value inventory list before the removals take place (“Valued Inventory”). The value used is to be the current value as opposed to new or old value. The Valued Inventory must be signed and acknowledged as "true and complete"

5.2.

If the Customer does not provide Stackt with a Valued Inventory of the Goods to be removed, moved and/or stored, then it is the Customer’s responsibility to arrange adequate insurance cover for those Goods against all insurable risks. Stackt’s liability is restricted to a maximum of £100 per Box/piece of furniture, up to a total value aggregate of £10,000, as explained in more detail under Clause 10/ Clause 11 (Limited Liability for Storage/Limited Liability for Moving).

5.3.

If the Customer has not arranged for adequate insurance cover in those circumstances (including coverage for accidental loss or damage, and any damage caused by fire, lightning or explosions etc.) then the Customer is aware that they can still submit those Goods to Stackt as part of the Services but do so at their own risk and Stackt’s liability is limited (up to £100 a box/piece of furniture, up to a total aggregate of £10,000).

5.4.

In the event that the Customer does submit such Goods, the Customer acknowledges that the restrictions on liability under Clause 10 and 11 shall apply alongside other additional relevant limitations of liability as set out in these Terms and Conditions and the Customer agrees that they are reasonable and enforceable.

5.5.

The Customer shall be responsible for obtaining all necessary documents, permissions, and consents required for the provision of the Services. This includes, without limitation, securing any parking permits, access permissions, or approvals from the relevant local authority or council.

If Stackt is unable to deliver or perform the Services due to the Customer's failure to comply with this clause, Stackt shall be under no obligation to provide the Services, and the Customer shall not be entitled to any refund or compensation in respect thereof.

5.6.

If applicable, ensure that agreed inventories, receipts, bills or other relevant documents are authorised and signed on collection or delivery of the Goods.

5.7.

Be present, or represented by an authorised third party which has been notified to Stackt in writing in advance, throughout the course of the Services which includes both collection and delivery of the Goods and the end of tenancy cleaning. In case the customer or the authorised third party were not present throughout the course of the service, Stackt will not be liable and will not accept any claims regarding the quality of the service. The Customer will arrange for proper protection of those Goods left in unoccupied or unattended premises, or where other people such as, but not limited to, tenants or workmen are present.

5.8.

Prepare all appliances or electronic appliances prior to their removal. Stackt will not be liable for any losses or damage, costs of any additional charges as a result of the Customer failing to discharge these responsibilities.

5.9.

Empty, properly defrost and clean refrigerators and deep freezers. Empty your wardrobe, dresser, or shelves. Stackt is not responsible for the contents.

5.10.

Ensure that all domestic and garden appliances, including but not limited to washing machines, dishwashers, hose pipes, petrol lawn mowers are clean and dry and have no residual fluid left in them.

5.11.

Provide Stackt with the correct and up-to-date contact address and telephone number during the removal, transit and/or storage of the Goods, and respond promptly to any communications made to them by Stackt.

5.12.

Stackt reserves the right to cancel or postpone the Services if the Customer cannot be contacted within 30 minutes from the arranged time of service delivery. Time is of the essence, and Stackt reserves the right to charge its standard hourly fee for any delays caused by the Customer. Please ensure that you provide us with a valid telephone number, as we will use it to contact you on the date of service.

5.13.

The Customer will arrange appropriate transport, storage or disposal of Goods listed in Clause 6.

5.14.

Take all reasonable steps to ensure that nothing that should be removed is left behind and nothing is taken away in error.

5.15.

Stackt will not be liable for any loss or damage, costs or additional charges that arise from the failure of the Customer to discharge these responsibilities.

5.16.

Prior to the conduction of end of tenancy cleaning service, the following conditions must be met:

· The property needs to be fully vacated - no personal belongings should be left behind, all cupboards and drawers should be emptied, fridge and freezer should be defrosted and the property should be devoid of items except for the furniture that came with the tenancy.

· Utilities should remain active, as the cleaning team requires access to electricity and hot water.

All other services scheduled at the property, including but not limited to moving and maintenance, must be concluded before the cleaning service begins.

5.17.

If the conditions specified in clause 5.16 are not met, the end of tenancy cleaning service cannot be performed, and the cancellation policy will apply in such cases.

5.18.

If the customer does not order packing services from Stackt, they must ensure that all items are properly and securely packed. All boxes must be closed and stackable, and any boxes containing fragile items must be clearly marked on all sides.

5.19.

The Customer acknowledges that Stackt does not open, inspect, or verify the contents of any boxes, containers or packages submitted for moving or storage. The Customer is solely responsible for ensuring that no Prohibited Goods (as defined in Clause 6) are included in any consignment. If any such Prohibited Goods are included, the Customer shall be fully liable for all resulting loss, damage, costs, claims, penalties, or expenses suffered or incurred by Stackt or any third party, and shall indemnify Stackt in full in respect thereof on an indemnity basis.

5.20.

We may request reasonable proof of identity and address at collection and/or delivery. If not provided, Stackt's contractors may postpone or cancel and apply Clause 25.

5.21.

Customer Conduct and Refusal of Service

5.22.

If, in Stackt's reasonable opinion, a Customer or associated person engages in such conduct or creates an unsafe or hostile environment, Stackt may immediately suspend or terminate the Service and/or refuse future bookings.

Any termination or refusal of service under this clause shall be treated as a Customer-initiated cancellation and will be subject to the applicable cancellation and refund terms.

6.1.

Unless previously agreed in writing by a director or other authorised Stackt representative, the following items must not be submitted for removal or storage and will, under no circumstances, be moved or stored by Stackt. The items listed under Clause 6.2 below may present risks to health and safety and of fire.

6.2.

Potentially dangerous, damaging or explosive items, including gas bottles, aerosols, paints, firearms and ammunition.

6.3.

Items listed under Clauses 6.3.1 to 6.3.3 (inclusive) below carry other risks and the Customer should make their own arrangements for their transportation or storage depending on the item classification.

7.1.

Stackt reserves the right to open or inspect Goods to ensure compliance with Clause 6 above or in the interests of health, safety or security.

7.2.

If, on opening or inspecting the Goods, Stackt reasonably believes that the Customer is in breach of Clauses 6.1 to 6.3 above, or the Goods pose a reasonable threat to the health, safety and security of staff members, or risks damaging other Goods that Stackt holds in its possession, Stackt will be entitled (without prejudice to any other rights it has) to dispose of the Goods without compensation to the Customer, and to charge the Customer reasonable costs incurred for such disposal and for any damage or loss incurred as a result of such Goods.

7.3.

If the Customer submits such Goods without Stackt’s knowledge, Stackt may choose to immediately dispose the Goods as per clause 7.2 above, or Stackt may (at its sole discretion) make them available for the Customer’s collection (as well as charge the Customer a reasonable fee for Stackt’s efforts) and, if they are not collected within a reasonable time, Stackt may dispose of any such Goods found within the consignment.

7.4.

The Customer agrees to indemnify Stackt against any charges, expenses, damages, legal costs or other forms of loss reasonably incurred, on an indemnity basis, by it in the disposing of such Goods (including any Court applications required to do so).

8.1.

By entering into these Terms and Conditions, the Customer guarantees that:

8.2.

The Customer agrees to fully indemnify Stackt in respect of any claim for damages, loss, or costs brought against Stackt if the Customer has not complied with Clause 8.1, or has purported to do so untruthfully.

9.1.

These Terms and Conditions are personal to the Customer, who cannot subcontract, assign, charge or otherwise encumber or transfer the benefits and burdens of these Terms and Conditions to any third party without the prior written consent of Stackt.

10.1.

Stackt has in place insurance which can be endorsed to cover the Customer’s Goods when being stored by Stackt, subject to the terms, conditions, limitation and exclusions of that policy.

10.2.

For the Customer’s attention, Stackt’s insurance will not be responsible for loss or damage to items which are irreplaceable or of high value requiring specialist storage and/or treatment, such as currency, jewellery, bullion, furs, deeds, bonds, securities, works of art, antiques, fine wines, vinyls, items of personal sentimental value, or any other items where the value cannot be assessed on a financial basis.

10.3.

Unless otherwise agreed in writing, Stackt’s liability is limited to a maximum of £100 per box/piece of furniture, transportation, storage, dismantling for a total value of £10,000, which is lost or damaged as a direct result of any negligence or breach of contract of Stackt in performance of the storage services. This is the position regardless of the value of the items stored in the box or the piece of furniture.

10.4.

It is the Customer’s responsibility to properly insure any Goods which exceed the value of Stackt’s limited liability referred to in Clauses 10.2 and 10.3 above. Stackt has no liability to compensate the Client on any losses that exceed the amounts set out in clause 10.3 above.

10.5.

Stackt may elect (but is not obligated to) to repair or replace the damaged or lost items in storage, however Stackt will not be liable for any depreciation in their value.

10.6.

Items that require special treatment are to be packed by the customer. If, upon the customer’s choice, items that require special treatment will be packed by Stackt, the customer accepts the relevant risks deriving from improper packaging by Stackt due to the lack of information regarding the correct packaging of such items.

10.7.

Stackt does not provide Self-Storage service, and due to insurance and security reasons, customers are not allowed access to the storage facility under any circumstances. For the same security reasons, Stackt does not provide photos or videos of items in storage.

10.8.

To ensure the timely return of your stored items, please provide us with a minimum of 3 working days' notice when you wish to end your storage period with us. This notice period allows us to arrange the necessary quotation and delivery. Failure to provide the required notice may result in delays, and Stackt shall not be held responsible for any inconvenience caused as a result.

10.9.

10.10.

11.1.

If the Customer wishes to benefit from Stackt taking an increased financial responsibility in relation to this, it is a strict condition of these Terms and Conditions that the Customer declares to Stackt in writing, in advance of the Services, the value of the Goods being removed, stored or transported as the case may be, in the form of a signed Valued Inventory, in accordance with Clause 5.1, before the Services take place.

11.2.

Unless otherwise agreed in writing, Stackt’s liability is limited to a maximum of £100 per box/piece of furniture, for a total value of £10,000, which is lost or damaged as a direct result of any negligence or breach of contract of Stackt in performance of the moving services.

11.3.

Any liability under Clauses 10.1 to 10.5 (Limited Liability for Storage) or Clause 11 (Limited Liability for Moving) above are expressly subject to any and all other applicable exclusions set out elsewhere in these Terms and Conditions, including Clauses 10.4 to 10.5, 12, 13, 14 and 15.

12.1.

If during Cleaning services Stackt, through its sub-contractors or staff members, cause loss or damage to the premises or property of the Customer, other than the Goods, as a result of negligence or breach of contract, Stackt’s liability shall be limited to making good the damaged area only up to a maximum limit of £100 per instance of damage, for a total value of £10,000.

12.2.

Stackt offers a 72-hour reclean guarantee, contingent upon the condition that the property was unoccupied, and the specified areas were part of the originally booked service. In the event of non-compliance, a supplementary team will be dispatched to fulfil the service without any extra charges. It is imperative to furnish photographic evidence within 72 hours of the initial service to assess the eligibility for this guarantee.

13.1.

Due to the nature of the Services, third-party contractors and other individuals are present frequently at the time of collection or delivery of the Goods, and therefore establishing liability for damage and loss to premises or property can be difficult.

13.2.

Stackt’s liability is therefore limited as follows:

13.3.

If Stackt, through its sub-contractors or staff members, cause loss or damage to the premises or property of the Customer, other than the Goods, as a result of negligence or breach of contract, Stackt’s liability shall be limited to making good the damaged area only up to a maximum limit of £100 per instance of damage, for a total value of £10,000, unless quoted amounts are evidenced and supplied to Stackt in writing by the Customer in relation to costs for repair of such damages.

13.4.

Stackt will make reasonable and proportionate contributions towards the cost of any such repair works prior to them being undertaken by a third party.

13.5.

If Stackt causes loss or damage as a result of moving Goods under the express instructions of the Customer, against Stackt’s advice, and were moving the Goods as instructed is reasonably likely to cause damage, Stackt will have no liability towards any damages caused as a result of those instructions.

13.6.

If Stackt is responsible for causing loss or damage to the Customer’s premises or property, other than in relation to the Goods submitted for removal, the Customer must immediately make a note of this on the worksheet or receipt of delivery as soon as practicable after the damage has occurred, and no later than within 3 days from the day on which the work was carried out, otherwise all claims will be contractually barred.

13.7.

In the event that the Customer does not notify Stackt of damages in accordance with Clause 13.6, Stackt shall not be held liable for any such loss or damages attributable to this.

14.1.1.

Stackt shall not, under any circumstances, be liable to the Customer (whether in contract, tort, negligence, breach of statutory duty, or otherwise) for any loss, damage, expense, or injury (including, without limitation, any loss of profits, revenue, goodwill, data, or anticipated savings) arising directly or indirectly from or in connection with any fire, explosion, flood, accident, theft, vandalism, or any other similar event or occurrence on the Customer’s premises, except where such loss or damage is proven to have been caused solely and directly by Stackt’s negligence.

14.1.2.

Without prejudice to the foregoing, Stackt shall not be liable for any loss or damage caused by fire or explosion unless such loss or damage results from the negligence or breach of contract of Stackt, its employees, agents, or subcontractors.

14.1.3.

Except as provided in these Terms and Conditions, Stackt’s liability for loss of or damage to the Goods (however arising, including fire or explosion resulting from Stackt’s negligence) shall be limited to the level of Extended Liability selected by the Customer before commencement of the Services.

14.1.4.

Customers may elect to increase Stackt’s contractual liability by selecting one of the following Extended Liability Tiers and paying the applicable fee:

14.1.5.

The chosen Tier must be confirmed in writing prior to commencement of the Services. If no election is made, Tier 1 (Basic) limits shall apply by default.

14.1.6.

Stackt shall not be liable for loss or damage in circumstances where such loss or damage results from causes outside its reasonable control or where the Customer has failed to comply with their obligations under these Terms and Conditions.

14.1.7.

For the avoidance of doubt, the Extended Liability options set out above constitute increased contractual liability only and do not constitute insurance. Stackt is not an insurer and does not arrange or provide insurance on behalf of Customers.

14.1.8.

Customers who wish to protect their Goods beyond the limits of Stackt’s Extended Liability tiers are strongly advised to arrange appropriate insurance cover independently and at their own expense. Such insurance should include, without limitation, cover for fire, theft, flood, accidental damage, and any other risks not assumed by Stackt.

14.1.9.

All exclusions and limitations elsewhere in these Terms and Conditions continue to apply, except to the extent that they are inconsistent with this Clause.

14.1.10.

It is the Customer’s sole responsibility to maintain comprehensive insurance policies sufficient to cover its premises, Goods, and any other property or assets (including those in which Stackt has an interest or which are subject to Stackt’s work) against all risks of loss or damage, including but not limited to fire, explosion, flood, theft, and accidental damage. Such insurance must include a waiver of subrogation rights against Stackt, its employees, agents, and subcontractors, to prevent any recovery action by the Customer’s insurer.

14.1.11.

14.1.12.

Stackt shall not be liable for any indirect, consequential, or special losses, nor for any loss or damage arising from the acts or omissions of the Customer, its employees, agents, contractors, or invitees. Stackt’s total aggregate liability shall in no case exceed the total amount paid by the Customer for the specific Services giving rise to the claim. The cap applies to all claims in aggregate, whether in contract, tort (including negligence), misrepresentation or otherwise.

14.1.13.

Stackt shall not be liable for any delay, failure, or loss resulting from events beyond its reasonable control, including but not limited to fire, explosion, natural disaster, labour disputes, acts of terrorism, war, or utility failures.

14.2.

Any insurance taken out by the Customer may void the insurance policies referred to in Clauses 14.1.7 and 14.1.8, in which event loss will only be recoverable under the Customer’s own insurance policy. Stackt accepts no responsibility for any limitations or exclusions in the Customer’s chosen policy.

14.3.

Other than as a result of Stackt’s negligence or breach of contract, Stackt will not be liable for any loss, damage, or failure to produce the Goods as a result of:

i) Normal wear and tear, natural or gradual deterioration, leakage or evaporation, or from perishable or unstable goods (including goods left within furniture or appliances);

ii) Moth, vermin, or similar infestation;

iii) Cleaning, repairing, or restoring unless Stackt has arranged for such work to be carried out;

iv) Changes caused by atmospheric conditions such as dampness, mould, mildew, rusting, tarnishing, corrosion, or gradual deterioration unless directly linked to ingress of water;

v) Any goods in wardrobes, drawers, appliances, or any container not packed by Stackt;

vi) Electrical or mechanical derangement of appliances, instruments, clocks, computers, or other equipment unless there is evidence of related external damage;

vii) Goods with a pre-existing or inherent defect;

viii) Perishable items (including food and drink, whether frozen, chilled, or otherwise) or items requiring a controlled environment;

ix) Crumbling or loss of structural integrity in particle board furniture;

x) Breakage of property packed by the Customer, unless the container shows signs of external damage and Stackt has acted negligently in relation to such damage;

xi) Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or collections of similar kind, unless previously declared in writing and accepted by Stackt in writing with a confirmed level of cover;

xii) Goods identified as prohibited in Stackt’s FAQ or website;

xiii) Any loss or damage excluded under Stackt’s insurance terms, exclusions, or limitations;

xiv) Damage to china, glassware, and fragile items in owner-packed containers — in such cases, Stackt’s liability is limited to £100 or the item’s actual value (per box), whichever is less;

xv) Bonds, manuscripts, documents, data records (electronic or otherwise), mobile phones, laptops, desktop computers, tablets, or network equipment;

xvi) Plants;

xvii) Broken glass coverings on pictures (liability capped at £25 per picture);

xviii) Any items or Goods referred to in Clause 6.

14.4.

No employee, agent, or subcontractor of Stackt shall be separately liable to the Customer for any loss, damage, misdelivery, errors, or omissions under these Terms and Conditions, unless such liability arises from their own negligence or breach of contract.

14.5.

Stackt’s liability shall cease upon handing over the Goods to the Customer or their authorised representative.

14.6.

Stackt will not be liable for any loss or damage caused by its employees, agents, or subcontractors where:

  • There is no breach of this Agreement or negligence by Stackt or its representatives; and/or

  • Such loss or damage is not a reasonably foreseeable result of any such breach.

14.7.

If Customers personally assist Stackt personnel (for example, to expedite the Service), they do so entirely at their own risk. Stackt shall not be liable for any damage or injury arising from such assistance. Customer participation will not be accepted for storage return or collection services.

15.1.

Neither party shall be in breach of this agreement or otherwise liable for any failure or delay in the performance of its obligations if such delay or failure results from events, circumstances or causes beyond its reasonable control. The said extraordinary events or situations shall include but not be limited to acts of God, flood, drought, earthquakes or other natural disasters, epidemics or pandemics, terrorist attacks, civil war, civil commotion or riots, war, threats of or preparation of war, armed conflict, imposition of sanctions, embargo, nuclear, chemical or biological contamination, or any law or any action taken by a government or public authority, interruption or failure of utility service. This also includes industrial dispute, strike, lockout, or other labour disturbance (whether involving a Party’s workforce or not, and excluding unlawful strikes by Stackt employees); blockages or access restrictions caused by accidents, road closures, police activity, or other emergency events beyond Stackt’s control.

15.2.

The time for performance of such obligations shall be extended accordingly. If the period of delay or non-performance continues for 15 calendar days, the party not affected may terminate this agreement by giving 7 days’ written notice to the affected party.

16.1.

If the Customer or their authorised representative collect the Goods, Stackt must be notified in writing of any loss or damage at the time the Goods are handed to the Customer or their representative or as soon as reasonably practicable thereafter, and in no circumstances later than 3 days after collection of the Goods.

16.2.

For Goods which Stackt deliver, the Customer must give Stackt detailed notice in writing of any loss and damage as soon as reasonably practicable following delivery, and in any event, within 3 days of delivery by Stackt, its employees or sub-contractors.

16.3.

In exceptional circumstances Stackt may, in its discretion, agree in writing to extend this time limit upon receipt of the Customer’s written request, provided such request is received within 3 days of delivery.

16.4.

In the event that the Customer does not notify Stackt in accordance with this Clause 16, Stackt shall not be held liable for any such claims and liability is excluded in that regard to the fullest extent permitted by law.

16.5.

It is the Customer’s responsibility to check their Goods for any loss or damage which may have occurred during transport.

17.1.

Items will be disposed of in case of customer not paying storage fees for 3 months, after which the customer will be charged a disposal fee in addition to his outstanding balance. Stackt has the right to hold in storage or dispose thereof, some or all Goods until the Customer has paid all the charges and other payments due under these Terms and Conditions. Charges include any additional amounts which Stackt has paid on behalf of the Customer.

17.2.

Whilst Stackt holds and stores the Goods in anticipation of payment, the Customer will be liable to pay reasonable storage charges and other costs associated with and incurred in relation to Stackt’s withholding of the Goods, and these Terms and Conditions shall continue to apply until the date of payment.

18.1.

In the event of any dispute arising out of or in connection with these Terms and Conditions or the Services, you must inform us by writing to help@stackt.co.uk with full details of the Complaint. Upon receipt of the complaint, we will investigate internally and give you a determination of whether your complaint has been upheld or dismissed usually within 30 calendar days.

18.2.

Should you disagree with our determination, you retain the right to pursue the matter through the courts. In such circumstances, the dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales and the governing law shall be English and Welsh law.

18.3.

Any dispute raised shall not affect the Customer’s obligation to pay any invoices issued by Stackt, which shall remain due and payable in full in accordance with the agreed payment terms.

18.4.

The Customer shall have no right of set-off or deduction against amounts due, irrespective of the existence or nature of any dispute.

18.5.

If something goes wrong with the Services, Stackt shall reasonably assist you throughout the process. We will use reasonable endeavours to investigate, keep you informed, and coordinate appropriate next steps, which may include repair, reclean, re-delivery or providing documentation to support an insurance claim (as applicable under these terms and conditions).

18.6.

Assistance under this clause is provided without admission of liability and is subject to the exclusions and limits in Clauses 10–15 and the time limits in Clause 16.

19.1.

Stackt reserves the right to have contractors provide some or all of the Services for which Stackt has provided a quotation. Any contractor shall abide by these Terms and Conditions, which will apply in full.

19.2.

The Customer acknowledges and agrees that Stackt may provide the Services through self-employed or independent contractors, and such individuals shall not be deemed employees, workers or agents of Stackt.

20.1.

Stackt reserves the right to exclusively choose the method and route by which to carry out the Services.

21.1.

Where the Customer produces a Valued Inventory which has been sent to Stackt prior to the Services, it will be accepted as an accurate reflection of the value of the Goods unless the Customer writes to Stackt at least 48 hours’ before the agreed removal date.

21.2.

Stackt has the right to deny provision of Services to Customers where the Valued Inventory exceeds an amount of £2500 or alternatively, to omit any valuable Goods from the scope of the Services and notify the Customer in writing of this.

22.1.

This agreement constitutes the entire agreement between the parties.

22.2.

Each party acknowledges that in entering into this agreement it does not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in this agreement. Each party agrees that it shall have no claim for innocent or negligent misrepresentation based on any statement in this agreement.

23.1.

This contract is governed by the laws of England and Wales and any disputes arising pursuant to it, or any document referred to within it, or in respect of its formation shall be subject to the exclusive jurisdiction of the Courts of England and Wales.

24.1.

Unless otherwise agreed by Stackt in advance in writing:

a. Payment for the Services is required in full in advance of the removal and transport services or storage period, as applicable. The Customer agrees that the total agreed price includes the Contractor’s price for the Services, and Stackt’s booking services fee. The Customer may not withhold payment of any part of the agreed price.

b. Stackt accept the following forms of payment:

i) Stripe payment to Stackt’s nominated account;
ii) GoCardless direct debit payment to Stackt’s nominated account;
iii) Revolut Merchant to Stackt’s nominated account.

24.2.

In the event that additional services are required outside the scope of the original quotation/estimate given by Stackt, or the Services take longer than estimated, or any other factors as listed under Clauses 2 or 4 which lead to an increase in charges, in the event that such matters are known before the Services are carried out, then payment in full for all such matters is required at the same time as payment of the agreed price.

24.3.

Whereby such matters are not known prior to the Services being commenced, such additional amounts are payable and due on completion of the Services.

24.4.

In respect of any sums which are overdue to, Stackt shall be entitled to charge simple interest to the Customer on any sums, fees or other charges payable pursuant to this Agreement which are not paid on the due date and such interest shall be charged (as well after as before a judgment) at the rate of eight per cent (8%) per annum above the base rate of the Bank of England from time to time subsisting, such interest to accrue on a daily basis.

In the event that any sums remain unpaid after becoming due, Stackt reserves the right to recover such outstanding amounts through a third-party debt-collection agency or legal process, and the Customer agrees that, in addition to the overdue balance, they shall be liable for all reasonable costs incurred in connection with the recovery, claim, or settlement of such sums, including but not limited to administrative, documentation, processing, collection-agency, and legal fees.

24.5.

Payment can be made by credit/debit card or via bank transfer. Stackt may require you to pay a deposit payment in advance at or following the time of booking. Where such a deposit in advance is paid, it will be deducted from the final invoice.

24.6.

Any payment queries must be directed to the Company, on or before the day the Services are carried out. Stackt’s removal staff or sub-contractors do not have the authorisation to amend quotations or discuss any sums due from the Customer.

24.7.

VAT is due on all Services at the prevailing rate. Any sums stated in these Terms and Conditions or in the quotation / estimate shall be deemed to be stated inclusive of VAT, unless expressly stated in writing as being exclusive.

24.8.

Stackt reserves the right to state alternative payment terms to the Customer to those in the quotation/estimate. Where this occurs, those alternative payment terms shall apply. For example, in certain circumstances, Stackt may require payment for Services to be made in full 7 days before the Services are carried out. Where such circumstances apply, this will be communicated to the Customer in the quotation/estimate.

24.9.

By providing your payment details, you authorize Stackt to charge your card on file for any outstanding balances, fees, or additional costs incurred in accordance with these terms and conditions.

24.10.

For ongoing storage services, Stackt will establish a subscription billing cycle using the payment method provided. Charges will be automatically deducted every 4 weeks unless cancellation is requested with 3 working days’ notice before the renewal date.

25.1.

If the Customer cancels this agreement and/or reschedules the service, Stackt reserves the right to charge a reasonable postponement or cancellation fee according to the amount of notice which the Customer provides, as set out below:

26.1.

Refunds will be considered and processed by Stackt only in accordance with these Terms and Conditions.

26.2.

Refunds may be due in the following circumstances:

26.2.3

Refunds will be made to the original payment method within 14 calendar days of approval, unless otherwise agreed in writing.

27.1.

Where Stackt’s Services relate to transportation of the Customer’s Goods for onward international shipping by a third-party freight company, then Stackt are only responsible for the Goods whilst the Goods are in its physical possession.

27.2.

When the Goods are handed over to the third-party freight company, the Goods shall be their responsibility and shall be handled at their risk, and thereafter at the risk and responsibility of the end carrier/s (if different).

27.3.

If the Customer has any queries related to insurance cover or contractual responsibilities with respect to onward transit, then the same should be raised directly with the relevant third parties concerned. The Customer is advised to arrange their own comprehensive insurance to cover their Goods during such international transit if in any doubt.

27.4.

Stackt does not accept any liability for loss of or damage to goods confiscated, seized, removed or damaged by Customs Authorities or other Government Agencies. If the Goods are seized, impounded, or otherwise lawfully taken into custody by any government authority, enforcement agency, or court acting under lawful process, the Customer must immediately notify Stackt and provide the relevant documentation. Stackt will comply with any valid legal request or order to release such Goods, and the Customer remains responsible for all related charges, fees, or losses incurred as a result.

27.5.

Under no circumstances does Stackt accept any liability for loss of or damage to goods occurring in certain overseas countries, including Gambia, Iran, Iraq, Nigeria, Libya, Lebanon, Angola, Cambodia, Vietnam, N. Korea and Former States of the USSR. This list is not exhaustive and Stackt will advise you at the time of quotation if the country your goods are being shipped to is not on this list but is included in this exclusion of liability.

28.1.

Stackt will process all Personal Data in accordance with applicable data protection legislation and its Privacy Policy, which can be accessed on Stackt’s website.

28.2.

In connection with the Home Setup Service described in Clause 4.4, Stackt may share certain Personal Data with Just Move In, including but not limited to name, contact details, service address, and move-related information. Just Move In will receive and act as an independent data controller of such Personal Data for the purposes of delivering the Home Setup Service.

28.3.

Customers acknowledge and agree that they may be contacted by Just Move In by telephone, text message, or email in order to facilitate the delivery of the Home Setup Service.

28.4.

Customers are encouraged to consult both Stackt’s and Just Move In’s Privacy Policies for further details on how their Personal Data is used.

29.1

From time to time, we may provide our services or goods either directly, through our own agents, or through other businesses acting on our behalf. An agent may act either:

(a) as a disclosed agent (clearly identified as acting for us); or
(b) as an undisclosed agent (acting in their own name).

29.2

(a) Where an agent acts in their own name, the law may treat them as if they are the supplier to you, with a separate supply between us and the agent.
(b) Where an agent acts in a disclosed capacity, VAT is still charged as if supplied by us, and the agent’s role is limited to arranging or facilitating the transaction.
(c) In all cases, the total amount of VAT charged to you will be in accordance with UK VAT law.

29.3

Invoicing and tax points

(a) Invoicing may be arranged either by us or through our agents, in compliance with HMRC rules.
(b) The time when VAT becomes due (the “tax point”) may depend on when the underlying supply is made or when an agent is entitled to deduct commission.
(c) Where an agent deducts commission from amounts collected on our behalf, VAT will be accounted for on that commission.

29.4

Customer reassurance

(a) These arrangements are primarily for VAT compliance and do not affect your rights as a customer.
(b) The total price payable by you will always be as shown at the point of purchase.

30.1

General Duty of Care. Stackt shall use reasonable care, skill and diligence in performing the Services, in line with generally accepted standards within the UK moving, storage and cleaning sectors. Stackt’s personnel, contractors and service partners are expected to act safely, lawfully and courteously while carrying out the Services.

30.2

30.3

30.4

30.5

30.6

30.7

Legal and Regulatory Compliance. Stackt shall comply with applicable UK laws and regulations.

31.1

Basis of Quotation. Where a storage quotation is based on the Customer’s declared inventory, dimensions, and estimated volume, the quotation assumes the accuracy and completeness of the information provided at the time of acceptance. Stackt is not responsible for discrepancies arising from inaccurate, incomplete, or misleading declarations.

All quotations issued by Stackt are valid for twenty-four (24) hours unless otherwise stated.

Payment constitutes full acceptance and locks the quotation.

31.2

Plan Upgrades for Additional Volume or Safety Requirements. If, at collection or upon delivery to storage, Stackt reasonably determines that:

• a) the actual volume of Goods exceeds the declared amount;

• b) additional items have been supplied that were not disclosed at the time of booking; or

• c) the quoted storage plan cannot safely, lawfully, or adequately accommodate the Goods;

31.3

Additional Handling or Transport Charges for Excess Goods. Any upgrade may also incur additional one-time handling, labour, or transport charges for undeclared or excess Goods. Stackt is not obliged to store Goods that cannot safely or reasonably be handled.

31.4

Downgrades and Pro-Rata Adjustments. A downgrade to a lower storage plan may be applied only where Stackt verifies, acting reasonably, that:

• a) the stored volume is materially smaller than declared; and

• b) no additional handling, labour, or transport costs were incurred in accommodating the originally declared volume.

31.5

Where these criteria are met, Stackt may (at its discretion):

• a) apply the lower tariff from the start of the next billing cycle; and

• b) issue a pro-rata refund for any unused full weeks under the higher plan.

31.6

Notification of Tariff Adjustments. Stackt will notify the Customer of any tariff adjustment before it takes effect. The Customer’s continued use of the storage service after such notice constitutes acceptance of the revised rate and the updated plan.

31.7

Non-Acceptance of Adjusted Rates. If the Customer declines the adjusted rate or refuses to pay the applicable charges, Stackt may suspend or terminate the storage arrangement. Stackt is entitled to recover any outstanding charges incurred prior to suspension or termination.

31.8

No Refund or Compensation for Customer Mis-Declaration. Where a tariff adjustment results from inaccurate, incomplete, misleading, or revised declarations made by the Customer, no refund, credit, discount, or compensation shall apply. Stackt shall not be responsible for additional costs arising from such mis-declaration.