Rev.
CHANGING KEYS TERMS AND CONDITIONS
(Last Updated November 11/02/2025)
PLEASE READ THIS DOCUMENT CAREFULLY
Welcome to the changingkeys.co.uk website and services; provided and operated by Changing
Keys LTD.
These conditions explain your user rights, responsibilities, and obligations and that of
“Changing Keys LTD.” Using this services forms a contract between us; a contract is a two-way
arrangement and it is important that you as a user knows the terms guiding the use of our
services and website. When we refer to “You” within the document, we mean User, Customer
and we may refer to Changing Keys in these Terms and Conditions as “we,” “us,” or “our”.
Changing Keys is committed to transparency, including providing a Terms of Use that
understandable and written in plain English. Please take your time to read this document, for it
represents our Agreement with you and about how you use our Platform.
Our Terms of Use (“Agreement”) also includes our Privacy Policy, and any other documents
referred to by those agreements, form a whole, which governs any access to the Changing Keys
services, whether you are a visitor, user or Customer
• Introduction
These terms – Agreement contains the rights, obligations, and responsibilities of all parties to
this service. These terms and conditions can be reviewed or amended subject to prior written
agreement, your continuous use of this services means your acceptance to the updated terms
made available on this website.
We have tried to limit or exclude our liability for loss and damage. Please be reminded that all
our moves services are covered by our Goods in Transit Insurance. These Terms should be read
alongside, and are in addition to our policies, including our privacy and cookies policies (the
“Policies”).
• Introduction
• Eligibility for our Service
• Service Order Terms
• Who we Are
• Our Quotation
• Confidentiality
• Goods Not To Be Submitted For Removal or Storage
• Purchase terms
• Work not included in the quotation
• Your Responsibility
• Using the Service
• Price
• Our Contractual Agreement
• Time Limit for Claims
• Intellectual Property Rights
• Acceptable Use Conditions
• Ownership for Goods
• Information provided
• Charges if you postpone or cancel the move
• Severability
• Our Liability for Loss or Damage
• Damage to Premises or Property Other Than Goods
• Delays in transit
• Our Right to Hold the Goods (lien)
• Communications
• Children’s Privacy Policy
• Revision of storage charges
• Our GDPR Data Protection
• Entire Agreement
• Termination
• Indemnity
• Our right to sub-contract the work
• Route and method
• Data Protection Policy
• Advice and information for International Removals
• List of goods (inventory) or receipt
• Dispute
• Our right to Sell or dispose of the Goods
• Your forwarding address
• Governing Law and Jurisdiction
• Copyright License
• Complaints
• Eligibility for Our Service
By using our Services, you represent and warrant that you have attained the age of majority
where you reside (18 years of age in most jurisdictions) and are otherwise capable of entering
into binding contracts including this Agreement. Persons who are at least 18 years of age but
under the age of majority may only use our Services with legal parental or guardian consent.
Accordingly, you agree that you are at least the age of majority or older, or have received legal
parental or guardian consent from someone fully able and competent to enter into the terms,
conditions, representations and warranties set forth in the Terms. If you are using our Services
on behalf of a company or other organization, you represent and warrant that you have
authority to act on behalf of that entity and to bind that entity to this Agreement
• Service Order Terms
Your purchase of any service or products through the Site is subject to the terms and conditions
stated on the applicable order form(s) and the applicable terms stated in these Terms. All prices
are subject to change.
• Who we Are
Changing Keys is committed to provide high-quality removals services. Our personalized
approach ensure each client receives the right removals solution for their needs in an efficient
affordable way. For the best moving experience we advise you to take advantage of our
expertise and combine your home removals with our additional packing solutions.
We offer professional packing and storage materials for the best protection of your belongings
• Our Quotation
Our offer is subject to availability of resources and valid for 90 days from the date of issue
unless the pricing by which we operate across the business changes. It does not include
applicable customs duties or inspections, or any other fees or taxes payable to government
bodies. Insurance is shown separately.
We may change the price or make additional charges if any of the following have not been
taken into account when preparing our quotation, are confirmed by us in writing and which
increase our costs.
• You do not accept in writing within 28 days, with a firm moving date to which we agree
in writing
• By your delay the work is not carried out or completed within three months.
• Our costs increase (or decrease) because of currency fluctuations or changes in taxation
or freight charges beyond our control (Our Personal Move Plan).
• The work is carried out on a Saturday, Sunday or Public Holiday at your request.
• We have to collect or deliver goods above the ground and first upper floor, at your
request.
• We supply any additional services, including moving or storing extra goods. (These
conditions apply to such work.)
• The stairs, lifts or doorways are inadequate for free movement of the goods without
mechanical equipment or structural alteration, or the approach road or drive is
unsuitable for our vehicles and/or containers to load and/or unload within 20 metres of
the doorway, and this means we have to do extra work.
• Any parking or other fees or charges that we have to pay in order to carry out services
on your behalf.
• There are delays or events outside our reasonable control.
• We agree in writing to increase our limit of liability set out in Clause 8 (a).
In all these circumstances you agree to pay for the adjusted charges that may apply
• Confidentiality
Changing Keys will treat your Content as confidential information and only use and disclose it in
accordance with these Terms (including the Changing Keys privacy policies). However, your
Content is not regarded as confidential information if such Content: (a) is or becomes public
(other than through breach of these Terms by Changing Keys); (b) was lawfully known to
Changing Keys before receiving it from you; (c) is received by Changing Keys from a third party
without knowledge of breach of any obligation owed to you; (d) is shared in the context of your
account being migrated to an organization’s Enterprise account, if your account is registered
using a work email address within that organization; or (e) was independently developed by
Changing Keys without reference to your Content. Changing Keys may disclose your Content
when required by law or legal process, but only after Changing Keys, if permitted by law, uses
commercially reasonable efforts to notify you to give you the opportunity to challenge the
requirement to disclose.
• Goods Not To Be Submitted For Removal or Storage
The following goods are specifically excluded from this contract:
• Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities,
stamps, coins or goods or collections of any similar kind.
• Prohibited or stolen goods, drugs, potentially dangerous,
damaging or explosive items, including gas bottles, aerosols, paints, firearms and
ammunition.
• Plants or goods likely to encourage vermin or other pests or to cause infestation or
contamination.
• Perishable items including refrigerated or frozen food or drink.
• Any animals, birds or fish.
• Goods which require special licence or government permission for export or import.
Such goods will not be moved by us except with our prior written agreement. In the event that
we do move such goods we will not accept liability for loss or damage wholly or mainly
attributable to the special nature of the goods concerned. If you submit such goods without our
knowledge and prior written agreement we will not be liable for any loss or damage and you
will indemnify us against any charges, expenses, damages or penalties claimed against us. In
addition we shall be entitled to dispose of (without notice) any such goods which are listed
above at your expense.
• Purchase terms
To purchase through the site you will have to place an order using the get a Quote button on
our website. During this process it is necessary to fill in mandatory information such as name,
telephone number, email and billing information. Upon completion of your purchase, we will
process your order for confirmation.
You agree to provide accurate, current and complete information during these process and to
keep the information up-to-date. All fees are exclusive of all taxes, levies, or duties imposed by
taxing authorities.
You shall be responsible for payment of all such taxes, levies, and duties, including any sale or
value-added taxes and similar taxes and duties imposed by any governing authority in any
jurisdiction in connection with your use of the Changing Keys Service. We may add to the fees
at the then applicable rates.
• Work not included in the quotation
Unless agreed by us in writing we will not:
• Dismantle or assemble unit or system furniture, fitments or fittings.
• Disconnect, reconnect, dismantle or reassemble appliances, fixtures, fittings or
equipment.
• Move storage heaters unless they are dismantled.
• Take up or lay fitted floor coverings.
• Move items from a loft unless it is properly lit and floored and safe access is
provided.
• Move or store any items excluded in this agreement
Our staff are not authorized and may not be qualified to carry out such work. We recommend
that a properly qualified person is separately employed by you to carry out these services and it
is subject to a separate agreement.
• Your responsibility
It will be your sole responsibility to:
• Declare to us the correct value of the goods being moved and/or stored or our liability
will be reduced proportionally.
• Inquire about adequate insurance cover for the goods submitted for moving transit and/or
storage against all insurable risks as our liability is limited under this section.
• Obtain at your own expense all documents, permits, permissions, licenses, customs
documents when necessary for the move to be completed.
• Be present or represented during the collection and delivery process. You agree that
anyone signing documentation on your behalf does so as your agent.
• Take all reasonable steps to ensure that nothing that should be moved is left behind and
nothing is taken away in error.
• Arrange proper protection for goods left in unoccupied or unattended premises, or
where other people such as (but not limited to) tenants or workmen are or will be
present.
• Prepare adequately and stabilize all appliances or electronic equipment prior to their
movement.
• Empty, properly defrost and clean refrigerators and deep freezers. We are not
responsible for the contents.
• Provide us with a contact address for correspondence during transit and/or storage of
goods.
Other than by reason of a breach of contract we will not be responsible for any loss or damage,
costs or additional charges that may arise from your failure to carry out these responsibilities.
• Using the Service
Permission to use changingkeys.co.uk As long as you are complying with all of the terms and
conditions of this Agreement, changingkeys.co.uk gives you permission to access and use the
Service solely to enable your personal use only. The Service is available for your personal,
noncommercial use and should only be used for educational purposes or lawful purposes.
Access to and use of the Service itself is free, but we do offer, and may add to in the future,
optional site features that Changing-keys.co.uk may charge for. The right to access and use the
Service is revoked in jurisdictions where it may be prohibited, if any.
• Payment for our Services
Unless otherwise agreed by us in writing.
• Customers agree to make full payment after booking for the move services with
Changing Keys.
• Customer agrees that Changing Keys will deduct 30% of the total amount paid for the
services, while the other charges will be deducted prior to a day before the move or
latest on the day the move was scheduled or when the Changing Keys Team arrives.
• Our Contractual Agreement
The Agreement is effective as from the moment the Customer finalizes the through the
Platform.
• After receipt of the Order, Changing Keys will electronically confirm the Order made by
the Customer.
• Changing Keys does not accept any liability relating to the execution of the Agreement.
• Time Limit for Claims
You agree to notify us in writing of any damage or loss to the goods at the time the goods are
confirmed delivered to you or your authorised personnel within two days after the move.
For goods confirmed delivered by Changing Keys, you agree to give us detailed notice in writing
of any loss or damage within 2 days after delivery by us. We may agree to extend the time limit
upon receipt of your written request for time limit extension provided such request is received
by us within seven days of delivery. Consent to such a request will be reasonably upheld.
• Intellectual Property Rights
We are the owner of or the licensee of all intellectual property rights in our Site and our Service,
and in the material published on it (excluding your Contributions). Those works are protected
by copyright laws and treaties around the world. All such rights are reserved. You may not copy,
reproduce, republish, download, post, broadcast, transmit, make available to the public, or
otherwise use any content on our site in any way except for your own personal, non
commercial Use.
• Acceptable Use Conditions
Your use of and access to this Changingkeys.co.uk website and the Contents are subject to the
following conditions (“Acceptable Use Conditions”), and you agree that failure to comply with
any one of the Acceptable Use Conditions will constitute a breach of these Terms. The
Acceptable Use Conditions are as follows:
• You agree to use the Changingkeys.co.uk website and access the Contents only for
lawful purposes and your use of the Changing-keys.co.uk website and Contents is in no
way unlawful or fraudulent;
• You agree not to use or access the Changingkeys.co.uk website or the Contents for the
purpose of harming or attempting to harm minors in any way;
• You agree not to distribute all or any part of the Changing-keys.co.uk website or
Contents in any medium without our prior written consent, unless such distribution is
offered through the functionality of the Changingkeys.co.uk website and permitted by
these Terms including, without limitation
• You agree not to alter or modify any part of the Changingkeys.co.uk website or the
Contents;
• You agree not to (and will not attempt to) circumvent, disable or otherwise interfere
with any security related features of the Changingkeys.co.uk website or any features
that (i) prevent or restrict use or copying of content or (ii) enforce any limitations on you,
the use of the Changingkeys.co.uk website or access to the Contents;
• You agree not to knowingly transmit any data or send or submit any content that
contains viruses, Trojan horses, worms, time-bombs, key-stroke loggers, spyware,
adware or any other harmful programs or similar computer code designed to adversely
affect the operation of any computer software or hardware;
• You agree not to post, upload, email or otherwise transmit to or otherwise cause us to
email, transmit or otherwise distribute chain letters, surveys or studies, calls to action,
junk mail, pyramid schemes, incentives (monetary or click-based), spimming or
spamming, or bulk communications of any kind, whether or not for commercial or non
commercial purposes;
• You agree that you are solely responsible for (and that we have no responsibility to you
or to any third party for) any breach of your obligations under the Terms and for the
consequences of that breach (including, but not limited to, any loss or damage which we
or any third party may suffer).
• Ownership of Goods
By entering into this contract you guarantee that:
• The goods to be moved and/or stored are your own property or
• The person(s) who own or have an interest in them have given you authority to make
this contract and have been made aware of these conditions.
You will meet any claim for damages and/or costs brought against us if either of these
declarations are not true.
• Charges if you postpone or cancel the move
You retain the right to postpone or cancel this contract without any charge provided you gave a
notice ahead:
• You agree to provide us 15 or more days notice before the move service is due to begin.
• Customers are allowed to cancel their contract with us provided they give us a one week
cancellation notice before the move that they do not need our services we will fully
refund their money.
• Severability
If any provision or provisions of this Agreement shall be held to be invalid, illegal,
unenforceable or in conflict with the law of any jurisdiction, the validity, legality and
enforceability of the remaining provisions shall not in any way be affected or impaired thereby.
• Our Liability for Loss or Damage
Because we do not know the value of your goods therefore our liability for loss or damage is
limited to a fixed limit per item as set out in this section. Alternatively you may request us to
increase our liability, subject to our express written consent and your acknowledgment to pay a
higher price for the move services. Please note that we do not accept liability for goods
confiscated, removed or damaged by Customs or Government Authorities unless such seizure,
removal or damage arose directly as a result of our negligence or breach of contract.
Unless otherwise agreed in writing if we breach any of the terms in this contract we agree to
pay you up to £40 for each item lost or damaged during the process of providing the services.
We will only accept liability for loss or damage
• Subject to our negligence whilst the goods are in our physical possession
• If the loss or damage occurred by our failure to pack the goods to a reasonable standard
where we have been contracted for subject to the claim.
Where we engage a global transport operator, shipping company or logistics to convey your
goods, should for reasons beyond the carrier’s control, fail to deliver the goods, to the original
destination it is your responsibility to arrange adequate marine/transit insurance cover for
insurable risks to your goods. However you may have a limited recourse against the carrier
depending on the carrier’s particular terms and conditions for the carriage services and You
may be liable for General Average contribution (e.g. the costs incurred to preserve the cargo)
and salvage charges, or the additional cost of onward transportation to the new destination.
For the purposes of this Agreement an item is defined as:
• The entire contents in a box, package, carton, or parcel, and
• Any other object that is moved, handled or stored by us in relating to the services.
If a claim is submitted the client will have to provide pictures as evidence before and after
carrying out the move services.
• Damage to Premises or Property Other Than Goods
During the course of providing the service, we might use a third-party contractors for the
collection or delivery of the move services therefore it is not always possible to establish who
was responsible for loss or damage. However, our liability is limited as follows:
• If we cause a damage to your property in your premises other than the goods
contracted for removal as a result of our negligence our liability shall be limited to
replacing or fixing the goods of the damaged area only.
• If we cause a damage during the provision of the services with your express instruction,
against our advice, and where providing the service in the manner instructed is likely to
cause damage, we shall not be liable.
• If we are responsible for causing damage to your property other than goods submitted
for removal, customer agrees to note this on the delivery receipt within a reasonable
time. This is fundamental to the Agreement.
• If the damage or loss claim was submitted in the absence of our team the customer
agrees to provide before and after pictures to back up the claim.
• Delays in transit
Unless for reasons as a result of our negligence or breach of contract, we will not be liable for
delays in transit
• If the delivery is late, and due to no fault of ours, we will endeavor to store them
safely in our warehouse. Our Agreement will then be fulfilled and any additional cost of
service(s), including storage and delivery, will be paid by you.
• Transit times may depend on a varieties of factors outside our control including but not
limited to changes in sailing or departure dates, changes in the routes made by the
freight/shipping company to deliver or move your goods.
• Any transit time’s estimation are based on information known to us at a particular time.
However we will inform you of any changes to the transit times as soon as we become aware.
We will not be liable for any loss or damage incurred by you as a result of delays in transit time
unless directly attributable to our negligence or breach of contract.
• Communications
For contractual purposes, you (1) consent to receive communications from Changingkeys.co.uk
in an electronic form such as email, to provide special deals, and promotion; (2) agree that all
terms and conditions, agreements, notices, disclosures, and other communications that
Changing Keys provides to you electronically via email satisfy any legal requirement that such
communications would satisfy if they were in writing. This subparagraph does not affect your
statutory rights.
• Our Right to Hold the Goods (lien)
According to the “Lien” legal right claim, every remover or moved goods of the customer will be
in Changes Keys possession until all outstanding charges has been paid. Changing Keys shall
have a right to withhold or dispose of some or all of the goods if you fail to pay any outstanding
charges and any payments due under this Agreement.
These include any charges due to the performance of other obligation paid out on your behalf.
While we hold the goods you will be liable to pay all legal cost and storage charges (including
other costs) reasonably incurred by us in recovering our charges and applying our right of lien.
These terms and conditions shall continue to apply.
• Children’s Privacy Policy
Changing Keys complies with both the Children Data and Online Privacy with regards to EU data
subjects. We do not knowingly request to collect personal information from any person under
the age of 18. If a user submitting personal information is suspected of being younger than 18
years of age, Changing Keys will prevent user from registering for an account, also Changing
Keys retains the right to close such account and or not allow such users to continue using
Changing Keys Service. We will also take steps to delete the information as soon as possible.
Please notify us if you know of any individuals under the age of 18 using our Services so we can
take action to prevent access to our Services.
• Revision of storage charges
We retain the right to review our storage charges periodically. However, you will be provided
with a 30 day notice in writing of any increase of storage charges.
• Our GDPR Data Protection
Changingkeys.co.uk is committed to protecting the privacy of your personal information and
that of our customers. By using the Changingkeys.co.uk Services, You acknowledge and agree
that Changingkeys.co.uk collection, usage and disclosure of this personal information is
governed by our Privacy Policy. Additionally, if: (a) You are established in the European
Economic Area (EEA); (b) You are otherwise subject to the requirements of the EU General Data
Protection Regulation, Changingkeys.co.uk collection and use of personal information of any
European residents is also subject to our Data Processing Addendum.
We collects and uses personal data of users to the extent that is necessary for the creation,
design of content or modification of the contractual conditions for Changing-keys.co.uk
Website between the user and Changingkeys.co.uk site. If Changingkeys.co.uk Website is
involved in the communication for a Changingkeys.co.uk Services agreement between the user
and Changingkeys.co.uk, it shall transfer the data required for this agreement to the respective
service provider. This service provider processes and uses the data to initiate, conclude and
execute the contract on its own responsibility. The identity of the respective service provider
can be taken from the website contact us page.
• Entire Agreement
This Agreement is the entire agreement between the user and Changing-keys.co.uk and
supersedes any prior understandings or agreements (written or oral).
• Termination
If your payment are up to date, your contract with us will not be terminated, but we will give
you a three month notice in writing. If you wish to terminate your storage contract with us, you
must give us at least 10 working days’ notice.
If are able to release the goods on time we will do so, provided that your payment are up to
date. You can pay up all storage charges up to the date when the notice should have taken
effect.
• Indemnity
You agree, to the extent by your state’s laws, to indemnify, hold harmless and defend Company
and the Changingkeys.co.uk Parties from and against all damages, losses, demands, liabilities,
judgments, settlements, costs and expenses of any kind (including reasonable attorneys’ fees)
from any claim or demand made by any third-party relating to or arising out of (i) your access to,
use, or misuse of the Service or site features, (ii) your breach of alleged breach of this
Agreement, (iii) your failure to comply with applicable Laws (including any failure to obtain or
provide any necessary consent), (iv) the infringement by you or any third-party using your
account of any intellectual property, privacy, or other right of any person or entity, including in
connection with your User Content, or (v) your breach or alleged breach of any interaction,
agreement, or policy between you and any other Users.
We reserves the right, at your expense, to assume the exclusive defense and control of any
matter for which you are required to indemnify us and you agree to cooperate with our
defense of these claims. You agree not to settle any matter without the prior written consent of
Changing-keys.co.uk. Changingkeys.co.uk will use reasonable efforts to notify you of any such
claim, action or proceeding upon becoming aware of it.
• Our right to sub-contract the work
Changing Keys reserve the right to sub-contract some or all of the work agreed in this
agreement. If we sub-contract, then these conditions will also apply.
• Route and method
We reserve the right to choose the route and method by which to carry out the removal or
move work and the location in respect of storage.
Unless it has been specifically agreed otherwise in writing in our Quotation, other
space/volume/capacity on our vehicles and/or the container may be utilized for consignments
of other customers.
• Data Protection Policy
This Policy Intends To Provide The Visitors Of (Hereinafter: Changing-keys.co.uk website) With
Clear And Detailed Information On The Manner Their Personal Data Are Processed And, In
Particular, On The Types Of Processed Data, The Legal Basis Of Data Processing And Their Rights
And Legal Remedies Related To The EU GDPR Data Processing Act. We Process Your Personal
Data In Accordance With Our Privacy Policy
• Advice and information for International Removals
We agree to use every available resources to provide you with up to date information to assist
you with the import/export of your goods from one location to another. These information
categorized as national or regional laws and regulations are subject to change at any time. We
advise you to seek appropriate verification and accuracy of any information provided.
• List of goods (inventory) or receipt
Where we create a list of your goods (inventory) and send you, it will be recorded accurate and
accepted by you unless you write to us within ten days after receiving the list of goods receipt,
or within a reasonable period agreed time between us, notifying us of any errors or omissions.
• Disputes
If there is a dispute arising from this Agreement, which cannot be resolved by dialogue, either
party may refer to the Alternative Dispute Resolution (ADR) scheme provided by Changing Keys
LTD.
• Our right to Sell or dispose of the Goods
We will provide you a three month grace to pay up all arrears charges incurred by you relating
to your goods. During this period you will be required to remove your goods from our custody
and pay up all amount due, if you fail to pay all outstanding charges due to us, we retain the
right to sell or dispose of some or all of the goods without further notice.
The cost of the sale or disposal will be charged to you. The net proceeds and any surplus will be
credited to your account without interest. If the full amount owed to us is not received, we may
seek to recover the balance from you.
• Your forwarding address
If you contract us to store your goods, you agree to provide a correct and up to date address
and information. For all correspondence and notices will be considered to have been received
by you 7 days after sending it by post to your last address recorded by us.
If your provided address is incorrect and you were unable to respond to our notice we have the
right to publish such notices in a public newspaper with details where the goods was moved
and removed. Such notice will be considered to have been received by you seven days after the
publication date of the newspaper.
Note: if we are unable to contact you, we will charge you any costs incurred in establishing your
whereabouts.
• Governing Law and Jurisdiction
This terms and conditions shall be governed and construed in all respects by the English Laws
and the required European Union General Data Protection Regulation. You agree that any claim
or dispute you may have against must be resolved by arbitration. You and Changing Keys both
agree to submit to the non-exclusive jurisdiction of the United Kingdom Court.
Any dispute arising from these Terms and your use of the Services will be subject to Arbitration,
without regards to conflict of law rules or principles that would cause the application of the
laws of any other jurisdiction. Any dispute between the parties that is not subject to arbitration
or cannot be heard in small claims court, hence it will be resolved by arbitration.
• Copyright License
Copyright (C) 2020(S) Changingkeys.co.uk
Subject to the express provisions of these terms and conditions. We, together with our
licensors, own and control all the copyright and other intellectual property rights in changing
keys.co.uk website and the material on our services; and all the copyright and other
intellectual property rights in changing-keys.co.uk website and the material on our website are
reserved.
• Complaints
If You Have Any Questions About These Terms & Condition, Please Contact Us at Email
info@changingkeys.co.uk