Terms and Conditions

Sibco Transport Ltd · Version 2026-10c

1. About us and these terms

1.1 We are Sibco Transport Ltd, trading as Sibco Transport, a company registered in England and Wales with company number 15710459 and registered office at Rear Office 1st Floor, Imperial Chambers, 10-17 Se, Woodford Avenue, Ilford, England, IG2 6JX. VAT number 499996967. Registered waste carrier CBDU613635.

1.1a Work we do for our partner companies (other removal and logistics firms) is contracted by Sibco Couriers Ltd, trading as Sibco Transport (company number 16344172), under a separate written agreement. These terms apply to that work only where that agreement says so.

1.2 You can contact us by email at enquiries@sibcotransport.co.uk, by phone on 0203 488 5597, or on WhatsApp on 07904 865086.

1.3 These terms apply to every removal, courier, delivery, waste collection and logistics service we provide. By booking with us, and when you tick to accept these terms before paying, you agree to them. The version you accepted is recorded with your booking.

1.4 Some terms apply only if you are a consumer (booking for yourself, not for a business), and some only if you are a business customer. Where a term applies to only one of these, it says so.

1.5 If you are a consumer, nothing in these terms affects your legal rights, for example under the Consumer Rights Act 2015. We must provide our services with reasonable care and skill and as described. Citizens Advice can tell you more about your rights (citizensadvice.org.uk).

2. Quotes and prices

2.1 Our quotes are based on the information you give us: what is being moved or collected, the volume or weight, addresses, access, parking, stairs and lifts, dates and any special items.

2.2 A quote is valid for 48 hours from when we send it, unless it says otherwise. After that the price may change.

2.3 Your booking shows whether the price includes VAT or is plus VAT. Where VAT applies it is shown separately on your invoice. If the VAT rate changes before the job, the VAT part of the price changes with it.

2.4 For time-based jobs, your booking shows how many hours the price covers and the rate for any additional time (see section 4).

2.5 If the information you gave us turns out to be wrong or incomplete, or the job changes (for example more items, a different type of waste, extra stops, longer carries, or no parking), we will tell you the new price before doing the extra work. If you don’t agree to it, we will only do the work covered by the original price.

2.6 Charges the job will need, such as the Congestion Charge, ULEZ, the Dartford Crossing, tolls and any parking suspension we arrange for you, are included in your quoted price. If a new charge becomes necessary only because the job changes (for example a different address or route you ask for), we will tell you the cost before the work is done (clause 2.5).

3. Booking and payment

3.1 Your booking is confirmed when we have received the payment asked for (a deposit or the full amount) and we have sent you a confirmation. Until then we may not be able to hold the date for you.

3.1a Booking before your date is agreed. If you don’t yet know your date, you can still book by paying the deposit. This holds the price on your booking, but it does not reserve a date. Tell us your date as soon as you know it, and at least 7 days before you need us. We will confirm it if we have availability; if we cannot do the date you need and cannot agree another with you, we will refund your deposit in full. If you have not given us a date within 3 months of paying, we may ask you to choose one or cancel the booking. Your 14-day right to cancel (clause 12.1) runs from the day you pay. Once we have confirmed your date, the rules in section 12 on changing or cancelling apply as normal.

3.2 The deposit, if one is asked for, is shown on your booking. The rest of the price (the balance) must be paid:

• for household customers: on the day of the job, before we unload or complete it, paid to Sibco Transport in the way we have told you (not to the driver or crew), unless we have agreed otherwise in writing;
• for business customers with an account: within the payment terms on your invoice (see section 15).

3.3 You can pay by card using the secure payment link we send you. Card payments are processed by Stripe; we never see or store your card details. We also accept bank transfer, and cash where we have agreed it in advance. Business customers may be invoiced through our accounts system (Xero).

3.3a Our drivers and crews are not allowed to collect payment. Please never pay a driver directly unless we have told you to in writing.

3.3b When you pay by card, we keep your card securely with our payment provider, Stripe. We never see or store your card number. By paying, you allow us to charge that card for the balance of your booking and any extras or additional time you have agreed, in line with these terms.

3.4 After the job we send you a final bill for anything still owed, including approved extras and any additional time (section 4). Your booking page shows what you have paid and what is left to pay.

3.5 If a payment due to us is not made, we may hold your goods until it is paid, provided we act reasonably. We will tell you straight away if we intend to do this.

4. Extras and extra time

4.1 Extras are only charged with your approval. If something extra is needed on the day (for example additional items, extra waste, dismantling, waiting time or an extra stop), we will tell you what it is and what it costs. We will only do and charge for it once you approve it: on your online booking page, in writing, or by phone (we record the time and who agreed).

4.2 Additional time. Where your booking says the price covers a number of hours, time is measured from when our crew starts work at your first address to when the job is finished. Time beyond the hours covered is charged at the additional-time rate on your booking, rounded up to the next 30 minutes.

4.3 Waiting time. We allow 30 minutes’ waiting time free at each address. After that, waiting caused by you (for example keys not ready, access not available or goods not ready) counts as additional time, or is charged at the rate on your booking.

4.4 If you booked a fixed price that is not time-based, only approved extras are added. There is no charge for additional time unless the job itself changes (clause 2.5).

5. Your responsibilities

5.1 You must give us accurate information about the job and tell us about anything that affects it, including:

• items or waste that are unusually large, heavy, fragile or valuable (see clause 10.6);
• stairs, lifts, long carries, restricted access and parking;
• any hazardous items (see section 7).

5.2 You must make sure we have safe access, that someone is present to let us in and sign for the job, and that any parking permits or suspensions we need are in place unless we have agreed to arrange them.

5.3 Unless you have booked our packing service, you are responsible for packing items securely. You should empty and disconnect appliances, drain fuel from machinery, and remove items from furniture.

5.4 We do not carry: cash, jewellery, watches, precious metals, important documents (such as passports), firearms or ammunition, illegal goods, animals, perishable goods (unless agreed), or hazardous materials (unless agreed in writing). Please keep valuables with you.

6. Removals

6.1 Dismantling and reassembly of furniture is included only if it is on your booking. Our crew can refuse to dismantle or move an item if doing so would be unsafe or likely to cause damage (for example flat-pack furniture not designed to be moved assembled).

6.2 We are not responsible for disconnecting or reconnecting gas, water, electrics or plumbing, or for fitting or taking down fixtures such as curtain rails, shelves or TV brackets, unless we have agreed to in writing.

6.3 If items do not fit through doorways, stairwells or lifts, or would need hoisting, we will discuss options with you. We will not force items and cannot be responsible if an item physically cannot be moved safely.

7. Waste collection

7.1 We are a registered waste carrier (registration CBDU613635). We take waste only to licensed or permitted disposal and recycling sites.

7.2 You must tell us accurately what the waste is, roughly how much there is, and whether any of it is hazardous (for example asbestos, chemicals, paint, oil, gas bottles, fridges and freezers, fluorescent tubes or clinical waste). You confirm that you are entitled to dispose of the waste.

7.3 We may refuse hazardous waste that was not declared, or charge for its safe disposal if we agree to take it. Hazardous waste needs its own paperwork (a consignment note).

7.4 For every collection we complete a waste transfer note. You and we must each keep a copy for at least two years.

7.5 If there is more waste than booked, or a different type, we will tell you the extra cost before we take it (clause 2.5).

8. Courier and deliveries

8.1 Collection and delivery times are estimates unless we have agreed a guaranteed time in writing. We will keep you updated about delays.

8.2 If we cannot deliver because nobody is available, access is not possible or the delivery address is wrong, we may charge for waiting, return or redelivery. We will tell you before arranging a redelivery.

8.3 Pallets and heavy items need suitable unloading equipment at the delivery address unless you have booked a vehicle with a tail lift.

9. Delivery, checks and proof of delivery

9.1 At the end of the job we will ask you (or the person receiving the goods) to check the items and sign our proof of delivery (POD). We may also take photos. The POD is available on your booking page.

9.2 If you notice any damage or missing items, please note it on the POD or tell the crew before they leave, and let us know in writing as soon as you can (see clause 10.7).

10. Our liability for loss and damage

10.1 We carry goods in transit insurance of up to £50,000 per vehicle and public liability insurance of up to £5 million. Details are available on request.

10.2 If your goods are lost or damaged while in our care because we (or anyone working for us) did not take reasonable care, we will pay the cost of repair or, if repair is not possible, the reasonable cost of replacing the item with a similar one. We will take its age and condition into account. Our liability for loss or damage to goods is limited to £50,000 per job, unless we have agreed a higher amount in writing.

10.3 We are not responsible for:

• damage that was already there, or wear and tear;
• damage to items you packed, unless the packaging was also damaged or we were careless in handling it;
• mechanical or electrical faults in appliances, clocks or electronics, unless caused by visible external damage in our care;
• items we do not carry (clause 5.4) if they were included without our agreement;
• loss or damage caused by something outside our control (section 17);
• damage caused by you giving us inaccurate information, for example about an item’s weight or construction.

10.4 If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

10.5 If you are a business customer, we are not liable for any loss of profit, loss of business, business interruption or indirect or consequential loss.

10.6 Please tell us before the job about any single item worth more than £1,000. If you don’t, we may not have the right insurance cover. Our liability for that item may then be limited to £1,000, unless the loss or damage was caused by our negligence.

10.7 Claims. Please tell us about any loss or damage in writing (email is fine) within 7 days of the job, with photos where you can. That lets us investigate while things are fresh and claim on our insurance. If you tell us later, we will still consider your claim fairly, but it may be harder to establish what happened.

10.8 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot legally be limited or excluded.

11. Subcontractors

11.1 We may use approved subcontractors to carry out all or part of a job. We require them to hold goods in transit insurance, public liability insurance and the correct motor insurance, and we check these documents.

11.2 We remain responsible to you for the job under these terms, whether it is carried out by our own staff or by a subcontractor.

12. Changing or cancelling a booking

Your right to cancel within 14 days (consumers)

12.1 If you are a consumer and booked with us online, by phone, by email or anywhere other than our business premises, you have a legal right to cancel within 14 days of making the booking, for any reason, and get a full refund.

12.2 If you ask us to carry out the job within those 14 days (for example your job date is sooner than 14 days away) and then cancel before the 14 days end, we may charge for the work we have done and costs we have reasonably incurred up to the time you cancel. If we have completed the job within the 14 days, the right to cancel no longer applies.

12.3 To cancel, tell us by email, phone or WhatsApp (section 1.2). You can use the cancellation form in section 21, but you don’t have to. We will refund you within 14 days, using the method you paid with.

Cancelling after the 14 days, or for business customers

12.4 If you cancel after the 14-day period (or at any time if you are a business customer), we may charge the following to cover the costs of keeping the date, vehicle and crew free for you, which we often cannot rebook at short notice:

12.5 These are the most we will charge. Deposits are non-refundable once your 14-day cancellation period (clause 12.1) has ended, or at any time if you are a business customer, because we turn away other work to keep your date and crew free for you.

12.6 Moving your date. You can change your date free of charge if you tell us at least 4 working days (Monday to Friday, not bank holidays) before the job, as long as we have availability. With less notice, a date change is treated as a cancellation: you lose your deposit and your booking date, and you will need to make a new booking, unless we agree otherwise in writing.

12.7 Provisional bookings. If we have agreed a provisional booking with you (it says so on your booking), you can change the date free of charge up to twice, at any time up to the day before the job, as long as we have availability.

If we have to cancel

12.8 If we have to cancel or cannot carry out your job (for example because of vehicle breakdown, severe weather or crew illness), we will tell you as soon as possible and offer another date. If that doesn’t suit you, we will refund everything you have paid for work not done.

13. Parking, fines and charges

13.1 Unless we have agreed to arrange it, you must make sure there is legal parking for our vehicle as close as possible to each address, and arrange any permits or suspensions needed.

13.2 If we receive a parking or traffic penalty because of a lack of permits, or because we followed your instructions about where to park or load, we will pass the cost on to you, with a copy of the penalty notice.

13.3 For long-distance jobs, the price may include a charge for the vehicle’s return journey. This will be shown on your quote.

14. Vehicles

14.1 Our vehicles are maintained to a roadworthy standard and checked daily. We may use a different vehicle from the one quoted if needed, as long as it is suitable for your job.

14.2 Our vehicles may carry tracking systems and dash cameras for safety, security and to deal with claims. See our Privacy Notice for how this information is used.

15. Business customers and trade accounts

15.1 Business customers with an account are charged at their agreed rates (their rate card) and invoiced after the job. Invoices must be paid within the payment terms shown on the invoice, or within 14 days if none are stated.

15.2 If an invoice is paid late, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and may pause further work until the account is up to date.

15.3 If you use our trade portal, you are responsible for who in your organisation has access, and for bookings made by your users. Tell us, or remove the user yourself, when someone leaves.

15.4 A separate written agreement may apply to regular or contract work. If it does and it conflicts with these terms, the separate agreement takes priority. Minimum charges may apply where agreed.

16. When we may refuse or stop work

16.1 We may refuse to start or continue a job if our staff are threatened or abused, if the work would be unsafe, if illegal goods are found, or if a payment due before the job has not been made. If this happens because of something you are responsible for, clause 12.4 may apply. Otherwise we will refund you for work not done.

17. Events outside our control

17.1 We are not responsible for delays or failure to perform caused by events outside our reasonable control, such as extreme weather, road closures, accidents involving others, government restrictions, fuel shortages or industrial action. We will tell you as soon as possible, take reasonable steps to limit the effect, and, if the job cannot go ahead, offer another date or a refund for work not done.

18. Complaints

18.1 If you are unhappy with our service, please contact us at enquiries@sibcotransport.co.uk or on 0203 488 5597. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days.

19. Your personal information

19.1 We use your personal information to provide our services and as described in our Privacy Notice at sibcotransport.co.uk/privacy-notice. We do not sell personal information. Questions or requests about your data can be sent to enquiries@sibcotransport.co.uk.

20. General

20.1 We may update these terms from time to time. The version that applies to your booking is the one you accepted when you booked or paid, which is recorded with your booking.

20.2 If any part of these terms is found to be unenforceable, the rest remains in force.

20.3 Only you and we have rights under these terms. Nobody else can enforce them.

20.4 These terms are governed by the law of England and Wales. If you are a consumer, you can bring a claim in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts there.

20.5 If you believe anything on our website uses your copyright material, email enquiries@sibcotransport.co.uk and we will look at it promptly.

21. Cancellation form (consumers)

Complete and return this form only if you are a consumer and wish to cancel your booking within the 14-day cancellation period (clause 12.1). You can also just tell us by email, phone or WhatsApp.