Terms & Conditions – Third Age Moves (TAM)

Senior Relocation, Downsizing & Decluttering Services

1. General

• These Terms & Conditions are governed by English law, with disputes handled by the courts of England and Wales.

• All proposals, plans, and reports we prepare for you are confidential and intended only for you or your authorized representative.

• We will begin work once you have signed and accepted these Terms & Conditions and confirmed your booking date.

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2. Our Quotation

• Our quotations are fixed price based on the services listed.

• The price may change if:

    a)You do not confirm the quotation in writing within 14 days.

    b)The project is delayed for more than three months due to circumstances on your side.

    c)You request additional services, extra time, or changes to the agreed plan for the project.

    d)There are delays or events outside our control (e.g., access issues, third-party delays, severe weather).

• Any adjustments will always be discussed with you in advance and confirmed in writing.

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3. Fees

• All service fees must be paid in full before work begins.

• We will confirm the exact scope of work and fee before starting your project.

• If we make payments on your behalf (e.g., disposal fees, storage, cleaning), a handling fee of 25% will be added.

• Once you instruct us to proceed, we will carry out the agreed services and charge accordingly.

• Prices may vary depending on property size, volume of belongings, accessibility, and time required.

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4. Cancellation or Postponement

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A. Prior to start date

• ​cancellation within 5 days of the agreed start date is considered a late cancellation, and the full project fee remains payable. 

• A cancellation within 15 days of the start date may incur a Preparation & Scheduling Fee of up to 50% of the total project value, reflecting time already spent planning, scheduling, and reserving resources. 

B. Mid Process

• Payment Status All Third Age Moves projects are payable in full, in advance. This clause explains how cancellations or postponements are handled after payment has been made and work has begun. 

• Work Already Completed If the Client cancels or significantly postpones the service after any part of the process has started, all completed work remains fully chargeable. This includes on-site decluttering, sorting, packing or preparation; off-site planning, administration, supplier coordination; travel time and staff time already allocated. 

• Committed Resources & Lost Work TAM may apply charges for resources committed to the Client’s project, including staff reserved, vehicle bookings, equipment, and any third-party services arranged. Where other work has been declined or rescheduled to accommodate the Client’s booking, TAM may apply a Reasonable Loss of Opportunity Fee of up to 50% of the remaining project value. 

• Postponements If the Client postpones the move or any scheduled work after the process has begun, TAM will make reasonable efforts to agree a new date. If a new date cannot be agreed within 14 days, the postponement will be treated as a cancellation under this clause. 

• Client Circumstances If the Client becomes unexpectedly unable to proceed, for example because of hospital admission, a health event, bereavement, or loss of capacity, TAM will pause work for up to 14 days without penalty. After 14 days, TAM may apply charges under sections 2 and 3 above. 

• Change of Mind / Cold Feet If the Client chooses not to proceed for personal reasons, all completed work and committed resources remain chargeable, and the Reasonable Loss of Opportunity Fee may apply. 

• Third-Party Companies Where TAM has coordinated or booked external services, the Client remains responsible for any cancellation or postponement fees charged by those suppliers. 

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5. Your Responsibilities

• Provide accurate information about the property, access, and items involved.

• Ensure someone is available to make decisions on the day if you cannot be present.

• Let us know about any health, mobility, or cognitive needs so we can support you appropriately.

• The client agrees to: Declare fragile, delicate, high value items; identify items with existing damage or instability, ensure safe access to parking and property conditions. Pack items securely unless TAM has packed them. Be present during collection and delivery. Inform TAM of items more than £500.

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6. Our Responsibilities

• Treat you, your home, and your belongings with care, dignity, and respect.

• Provide services in a professional, safe, and considerate manner.

• Keep you informed throughout the process and check in before major decisions.

• Work at a pace that suits you, especially if you are living with memory loss, anxiety, or mobility limitations.

• The employees and agents acting on behalf of TAM will always conduct themselves with integrity, professionalism and compassion.

• Information in any report provided by TAM is prepared in good faith and solely for the information of the client and client company.

• No person and or agent under the employment of TAM has the authority to offer any warranty whatsoever in relation to any property or service.

• If we have agreed to store any materials for you, we cannot be held liable for loss, theft or damage to such materials.

 

7. Insurance for Belongings

• TAM will always explain what type of service we are providing for you. Our responsibility for your belongings depends on the kind of work being carried out:

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• Decluttering or Home-Organisation Only. When we are helping you sort, organise or declutter your home, we are not transporting your belongings. We will take reasonable care when handling items, but we are not acting as a removal company or carrier during this type of work.

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• When TAM Carries Out the Physical Move. If Third Age Moves transports your belongings, we act as the carrier for that move and our insurance cover is as follows:

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• Public Liability Cover Level of £5 million (BAR Recommended)

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• Employers Liability Insurance Cover level: £5 million (in accordance with the Employer Liability Compulsory Insurance act of 1969) 

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• Goods in Transit Insurance (when TAM is the carrier) Cover level £25,000 per vehicle. Single item limit £500. Excess £250 Cover applies only to loss or damage caused by fire theft collision or overturning.)

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• This cover does not apply when TAM is not the carrier This insurance supports our work but does not replace your own household insurance or guarantee cover for any item. Any claims must follow TAM’s claims process and liability limits.

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• When an External Removal Company Carries Out the Move. If we arrange for an external removal company to transport your belongings, that company is the carrier and is responsible for your goods during loading, transport and unloading. Any claims for loss or damage must be made directly to that company under their terms and insurance.

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8. Limit of Liability

• Except in cases of death or personal injury caused by our negligence, or total liability for any claim shall not exceed the amount paid for our services or the limit of our insurance cover whichever is lower

• We will take reasonable care not to damage items you wish to keep during the decluttering process. Damage to retained items caused by our negligence is covered under our Public Liability Insurance

• TAM cannot accept liability for: Items that cannot be moved safely< damage caused by poor access, weather, traffic or circumstances beyond TAMs control. Loss or damage where the client has not followed TAMs advice, Items left behind because they were not identified or accessible.

• TAM is not liable for items packed by the client, Jewellery, money, watches, precious metals or collectables unless declared. Damage caused by poor access, narrow staircases or unsafe conditions. Deterioration due to age, wear or inherent defects. Electrical or mechanical derangement unless by external impact

What TAM Cannot Accept Liability For

• Items that cannot be moved safely. 

• Damage caused by poor access, weather, traffic, narrow staircases, unsafe conditions, or circumstances beyond TAM’s control. 

• Loss or damage where the client has not followed TAM’s advice. 

• Items left behind because they were not identified or accessible. 

• Items packed by the client. 

• Jewelry, money, watches, precious metals, or collectables unless declared in advance. 

• Deterioration due to age, wear, or inherent defects. 

• Electrical or mechanical derangement unless caused by external impact. 

Liability When TAM Handles, Transport, Or good Moves

• Where TAM physically handles transports or moves goods- TAMs liability is limited to £40.00 per item or box unless a higher value is declared and agreed in writing. Maximum liability per vehicle is £25000.

 

These limits reflect BAR standard liability levels

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9. Termination of Agreement

• Our obligations to you will naturally end once the agreed services have been paid for and completed in accordance with our quotation.

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10. Data Protection

• We comply with GDPR and only collect information necessary to provide your service.

• Your information will never be shared except where required to complete your project.

• You may request a copy of your data or ask for it to be deleted at any time.

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11. Complaints

• If something isn’t right, please contact us within 7 days and we will work with you to resolve the matter promptly and fairly.

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12. Signing On Behalf of Vulnerable Customers

• Where the Customer is identified as a Vulnerable Client, this Agreement may be signed by a representative, carer, family member, or appointed agent on behalf of the Customer, or in addition to the Customer. The representative accepts responsibility to act in the best interests of the Customer and to ensure all obligations and instructions under this Agreement are communicated and fulfilled. The Company reserves the right to request evidence of the representative’s authority before accepting their signature.

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13. Acceptance

• By confirming your booking, you agree to these Terms & Conditions.