Changing removals date - should i incur charges? their T&Cs suggest not ... advice please

lucypilates

Hi

I've booked in and paid a deposit with my removals firm. My mum is also moving with the same firm but a week after me (we're moving from two houses to one house together)

I've now requested that I change my date by 4 days and bearing in mind, this isn't until late June, there's plenty of notice. It's just that my daughter's school needs her to be there for something which has only been announced so I'm trying to accommodate that.

This is what the T&Cs says: 



6. Charges if you postone or cancel the removal:
6.1 If you postpone or cancel this Agreement, we will charge you according to how much notice is given. 'Working days" refer to the  normal working week of Monday to Friday and excludes weekends and public holidays.
6.1.1 More than 10 working days before the removal was due to start: no charge.
6.1.2 Between 5 and 10 working days before the removal was due to start: not more than 30% of the removal charge.
6.1.3 ......
6.1.4 Less than 3 working days before the booked date: the full amount.

6.2 The deposit is not refundable.

6.3 Cancellation/Postponement Waiver
6.3.1 If offered, and paid for in advance of the commencement of the services, we agree to waive the charges in Clause 6.1.1, 6.1.2, 6.1.3 and 6.1.4. Our agreement to waive the charges is conditional upon us receiving written notice of your intention  to cancel/postpone no later than 24 hours prior Services commence. The canellation/postpoonement charge will entitle you to only once cancellation/postponement. The cancellation/postponment waiver is only available on the day of booking.




When I asked to change the booking date in June, she said that I would lose my deposit of £350 as it's considered a new booking, but she's prepared to sell me the cancellation/postponement waiver instead which would be £150.. I've suggested to her that it's actually a postponment as everything else is the same and therefore, there should be no charge according to their T&Cs.. She's not come back to me yet but thought I'd ask if I''m missing something here?

Thanks in advance

saajan_12

Well the key question is were those T&Cs for your contract as is, or the terms for the cancellation / postponement waiver? 

Also to check you were requesting to change the date by 4 days later, not earlier right? 

EDIT: Read your term 6.3 properly.. the waiver means no costs at all, so clearly 6.1 is without the waiver. So I'm with you. Wait to see what they respond with. 

lucypilates

Thanks Saajan_12 ... yes, that's kind of what I'm thinking, their terms seem so clear!

and yes, i'm postponing it from 17th to 22nd of June - so ages away.

I haven't heard from her since I suggested it was a postponement and therefore clause 6 should be relevant .. I'm assuming she is asking someone to clarify it from there end ... the suspense is killing me though as i'm sure I'm right ... 

Fingers crossed but thanks for concurring.

Irishpearce26

Surely they have got this wrong, she is contradicting herself with her own companies T&C! Also if I was this company I would want to work with you in accommodating changes with this much notice. Word of mouth is the biggest marketing tool for businesses.

lucypilates

UPDATE:

This is the email I've just received:

"You cannot change the date if you have not added the cancellation/postponement waiver, this is in our Terms and conditions. When you buying a ticket and secure a booking for example in the Zoo or any other place that would be the same. You will need to buy a new ticket or pay an extra fee to change it. 

The good news I had a word with my management team and they agreed to change your date for free of charge only once. 

So if you like and the date is 100% we can book you for another day. We need to plan all the moves and we are very busy at the moment that's the reason to collect the deposit and we can secure only one date. 

Hope you understand. "

Honestly, I don't think they have been very clear at all in their T&Cs but i'm not going to argue ... i will just say thank you very much and make the change!! 

Here's hoping i don't need to change it again eeeek!!

saajan_12

I agree, not worth arguing for now, as they'll be handling your stuff at some point. You can bring it up if / when you need to amend the date again. For now, just get the date changed, and try to avoid saying you agree its against their T&C. 

The only thing they could do is say they have no availability on your new date.. but if they're willing to change it for a fee, then they do have the availability. 

Reply in my head: 
Please state which term you refer to stating that I cannot change the date. Tickets for Zoos or any other place would be based on the T&Cs for that service. Your T&Cs specifically state I can change the date with zero charge as often as I like, until 10 days before the date (point 6.1). Please amend my booking to 22nd June and confirm this in writing. 

Actual Reply:
Please postpone my booking to 22nd June 2021 and confirm this by email once complete.