Quotes - Frequently Asked Questions

Pricing FAQ

Are your prices fixed?

Moves within the UK:

Our quotes are fixed based on the information provided and known at the time of quoting.

If your circumstances change, you need to move more or less or change the type of service required, then prices may change accordingly.

The benefit of using a company like Bournes is that you get a fixed rate, rather than risking paying a company by the hour when you are not in control as to how many hours might be worked. 

International Moves:

Our quotes are fixed based on the information provided and known at the time of quoting, however, it is important to note that there are two areas of our charges that may be subject to change.

  • Freight costs: Our charges for port-to-port sea or air freight are based on the shipping line rates at the time of quoting. Although typically stable these are subject to change if the shipping line significantly increases/decreases their charges before the move takes place. 
  • Currency exchange rates: Shipping line freight rates and charges from our destination agents are typically quoted in local currency, therefore if there is a significant change in the exchange rate to GBP before the move takes place we may need to pass on any increased costs. 

If your circumstances change, you need to move more or less or change the type of service required, then prices may change accordingly.


I want to use Bournes but your quote is higher than others

At Bournes, we always try and provide our best pricing from the offset.

If however, you’ve received a better alternative which is like for like* then please fell free to contact your move consultant or local office who will happily review further. 


* By "like-for-like" we mean:

- from certified, reputable movers (e.g., members of the BAR or FIDI for overseas moves)

- for a similar volume of effects (If you note this is significantly different please let us know so we can verify accuracy).

- for a similar service level (e.g., packing services, dismantling etc).

- for a similar move plan (if another mover has offered a suitable but significantly different move plan , for example over less/more days, please let us know and we can adjust our quote accordingly). 

Do you include boxes?

If you have asked us to provide a full packing service then this quote will include all the packing materials needed to complete this service.

If you want to do your own packing then we can add a separate charge to supply the packing materials needed to complete your packing.

IMPORTANT: It’s common to receive quotes which state that they include packing materials. Always check the quantity included and check if paper and tape will be provided too.  If only 20 cartons are included but you actually need 80 cartons to pack your entire property then you'll need to request a cost for more.

At Bournes we always try and be as upfront and honest as we can with what we believe you’ll need and the associated costs. If you're unsure you can always choose to take fewer cartons first and add more later should you need to. 

What is the cancellation waiver?

Moving timelines don't always go to plan. If exchange or completion is delayed, or if your purchase falls through and you have to cancel or postpone your move booking at short notice you could be liable for extra charges. 

Under BAR standard terms and conditions the mover reserves the right to charge a % of your move costs if you cancel/ postpone your move at short notice (usually within 10 days).

Why are there extra costs if I cancel/postpone at short notice?

Professional removals are a carefully planned operation. Once you confirm your booking your mover will reserve a crew and vehicle(s) for your move, as well as make arrangements for parking or extra services if needed.

When you cancel at short notice there is no guarantee the mover can secure another move to make use of resources to cover the costs that they will still incur. 

How does Cancellation Protection work?

The cancellation waiver is selected at the time of booking and means we agree to waive the cancellation charges (in clause 6 of our terms and conditions) if you notify us up to 5 pm on the working day before work starts.

This waiver fee entitles you to one cancellation or postponement but can be taken out again for any new dates.

What could the costs be if I cancel or postpone at short notice without the waiver?

At Bournes we use the British Association of Remover standard terms and conditions, approved by Trading Standards. These set out our cancellation charges as below so you know what to expect upfront:

  • More than 10 working days before the removal was due to start: No charge.
  • Between 5 and 10 working days inclusive before the removal was due to start: Not more than 30% of the total removal charge.
  • Less than 5 working days before the removal was due to start: Not more than 60% of the total removal charge.
  • Within 24 hours of the move taking place: Not more than 75% of the total removal charge.
  • On the day the move starts or at any time after it commences: Up to 100% of the total removal charge. 

How much will the waiver save me if I have to cancel?

This depends on the cost of your move, but here's a typical example if you cancelled 4 days before move date:

  • Basic Removal Charge - £1000
  • Cancellation charge - £600
  • Cost to move when you're finally ready - £1000
  • Total Cost to Move without Waiver - £1,600 OR
  • Basic Removal Charge - £1000
  • Cost of Waiver - £100 (10%)
  • Cancellation fee with waiver in place - £0
  • Cost to move when you're ready - £1000
  • Total Cost to move with Waiver - £1,100
  • Saving in the event of a cancellation - £500

If you have any questions about cancellation/postponement or would like to understand more about this waiver, please just ask your move consultant or your move manager. 

What is the late key waiver?

When we plan your move we assume that keys to your new home will be available at an approximate time. If there are any delays in getting keys this can mean it takes us longer than normal to complete your move and you may be liable for extra costs. 

Why could keys be late?

There can be a delay in obtaining keys for many reasons - for example, the previous owners may be late vacating the property, or there can be a problem with the clearance of funds somewhere in the chain. Unfortunately, we see both situations happening quite often. 

Why does this result in extra costs?

Our quote is based on an estimate of time and number of crew required to complete your move. If they have to wait outside without being able to move you in we still have to pay them, or bring in extra crew to get unloaded more quickly. This means our costs are higher than expected as the requirement is different to that covered in our contract. 

How does the late key waiver work?

The late key waiver is a one-off fee paid when we invoice your move. It covers you if your keys are late for up to 3 hours waiting time without any extra costs. (In our experience most delayed moves get access within 3 hours of originally planned). 

What could the cost be without the late key waiver?

This depends on how many crew members and how long the wait is. Your move consultant will be able to tell you the charges based on your requirement, but here's a quick example:

  • Basic removals charge quoted: £600+vat
  • 3 hour delay charge: £150+vat
  • Total move cost WITHOUT late key waiver: £750+vat
  • Total move cost WITH late key waiver: £650+vat
  • Saving by taking the late key waiver in the event of a delay = £100+vat

Please speak to your move consultant if you have any questions about the late key waiver. 

What are the cheapest times to move?

Traditionally moving is a very seasonal business with high demand typically seen around the school holiday periods. There’s no rule of thumb to say any one day in a week is less busy than another but there are periods when the marketplace might be quieter and better deals available.

If you can be flexible on your move date and would like to see if a discount is available for different dates please speak with your move consultant. 

Booking and Payment FAQ

How do I accept the quote?

When you have reviewed your quotation and are happy with all the details please:
  • Call our office to verbally agree your acceptance and check availability of your move dates (if known)
  • Complete your acceptance form online by following the steps below. 

Accepting our quote online

1. Select the quote(s) you'd like to accept.

Above the pricing, there is a button that says 'select'. If you want to accept this quote please tick this button before moving to step 2. If you are accepting more than one quote please make sure to click both 'select' buttons. 

2. Review any additional options. 

If there are any lines on your quote that have a tick box next to them this means they are optional. Please review and ensure you're happy you've ticked all the options you want to accept. 

3. Review the information about the insurance provided underneath your pricing.

3. Ensure you've read our terms and conditions.

4. Click the 'accept quote' button. 

5. Provide relevant details and add your signature before submitting.

What happens next?

Once we receive your acceptance we’ll then be in touch to confirm all the final details with you and help you prepare for move day. 

What happens after I accept my quote?

Once we receive your acceptance we’ll then be in touch to confirm all the final details with you and help you prepare for move day.

Is it too early to get/accept a quote

No, we recommend that when moving house within the UK you obtain quotes at least 6 weeks prior to your potential move date, or 2-3 months when moving Internationally.

If you don't have dates for your move yet it's not a problem. Once you have returned acceptance of our quote, we can tentatively reserve resources and hold them without charge for up to 2 weeks in advance of your planned move date. If your timescale is less than 2 weeks we can offer a cancellation/postponement waiver to protect you if anything changes. 

Can I make a provisional booking?

Once you have accepted our quote, we can tentatively reserve resources and hold them without charge for up to 2 weeks before your planned move date, for example, to allow for the exchange of contracts to take place.

If there are less than two weeks between the exchange of contracts and your completion date, we can offer you cancellation waiver protection. 


Should I wait until exchanging contracts before accepting a quote?

You can accept your quote before you have exchanged contracts.

If you don't have dates for your move yet it's not a problem. Once you have returned acceptance of our quote, we can tentatively reserve resources and hold them without charge for up to 2 weeks in advance of your planned move date. If your timescale is less than 2 weeks we can offer a cancellation/postponement waiver to protect you if anything changes. 

*Important* Once you have exchanged contracts you are committed to a date to vacate your current property, therefore you must check with Bournes in advance of your exchange of contracts that we have availability to move you on your planned completion date. 

What are the exchange and completion dates and why are they important to my move?

  • The exchange of contracts date is the point at which a property transaction becomes legally binding. Both parties are contractually bound to finalise the sale/purchase on the agreed completion date. 
  • The Completion date is when a property transaction is legally finalised, and the new owners get the keys. It takes place on a date specified at the exchange of contracts. 

Why are exchange and completion dates so important to Moving companies?

Up until the exchange of contracts, the chain can still be broken or completion dates shift. Once your removal company knows you have exchanged, they know the move date is 100% certain. 

Completion dates determine the day the moving company need to have you out of your current property and the day you’ll have access to your new property.

For larger moves or moves over long distances, setting the right weekday for completion can help keep costs down and help the moving company provide the most optimal moving schedule. 

What are your payment terms?

Private individuals 

  • Payment in full at least 7 days prior to the 1st day of your move.

Companies without contracted credit terms

  • Payment in full at least 7 days prior to the 1st day of your move.

Trade customers and Contracted Corporate Accounts

  • As per the agreed credit terms. 

Is my payment protected?

Yes, all customers are protected by the BAR advance payment guarantee, free of charge. 

The BAR Advance Payment Guarantee is s safety net that means in the unlikely event that Bournes suffers financial failure before your move is completed, you do not lose any payments already made. 

The guarantee is included free of charge for customers who do not pay by credit card (who will already be covered by their card provider).

In the unlikely event that Bournes were to fail financially prior to fulfilling your removal contract your advanced payment will be protected by the BAR to ensure you do not incur any additional charges to complete your move.

Bournes provide APG cover for all moves, worldwide. You can view our cover certificate here

Do you provide storage if I need it?

Yes, we can offer you a range of storage options, from self-storage to short or long-term storage, from one box to entire households. 

Find out more about Bournes Storage Services.

Insurance FAQ

Why do I have to pay for insurance?

We do everything in our power to reduce the risk of damage during a move. From professional training for our moving crews;  specialist packing materials; air ride vehicles and years of experience in planning and executing moves we take every possible step to protect your items and your home. 

However, no moving company can ever completely eliminate that risk and accidents do occasionally happen, including situations outside of our control. 

We have to pay a fee to our insurers to provide cover in the event of any damage claim, and this cost is charged back to customers as part of our fees for moving you. 

At the time of quoting we don't know the value of the items you own - some customer's belongings are in line with the average value of most households, while others may be significantly more or less valuable.  This means if we spread the cost of insurance over all moves, some customers would be unfairly over paying and others underpaying.

Bournes have chosen to make our costs for insurance visible instead of building them into higher rates to allow YOU to make the choice whether you would like us to carry the risk in the event of an accident by paying an insurance premium or if you are happy to carry the additional risk yourself.

If you'd like to understand more about why insurance cover is offered please check out our blog post Understanding Removals Insurance for moving house.


What happens if I don't take insurance and something is damaged?

Limited Liability is the default protection in place for our customers if no optional insurance cover is selected. 

Under our Terms and Conditions, in the event that you do not take out optional removals insurance, the amount of liability we accept, reflected in the cost of your move, is limited to a maximum claim of up to £40 per item and up to £40 for the contents of a carton that is lost or damaged as a direct result of our negligence or breach of contract, unless agreed otherwise in writing.

  • Negligence means being able to establish that the damage was caused as a result of a failure to perform our duties in a way that would reasonably be expected of a removal company in similar circumstances. A good example could be if a neighbour's dog escapes and trips a crew member over when carrying an item of furniture, it may be difficult to identify if they were negligent or if this was an accident that could have happened to any reasonable person. 
  • Breach of contract means we did not perform a service that we had agreed to perform to a professional standard. A good example is if we did not use appropriate packing material to protect items within a carton when we were contracted to provide a packing service. 

Bournes operate under the British Association of Removers Terms and Conditions as approved by the Trading Standards Institute. 

Does insurance provide new for old cover?

Our standard policy is based on indemnity cover - this means the value assessed by the insurer takes into account age and condition when settling a claim.

New for old cover is available at an additional cost. If you'd like to consider new for old cover please ask your move consultant. 

Is insurance cover mandatory?

No, you are not required to accept our insurance, however, please ensure you are aware of your rights under our terms and conditions in the event of a claim. 

If you are arranging insurance with a third party we can provide supporting documentation on request. 

Is there an excess?

As with most insurance policies our removals insurance carries an excess.

UK Moves: A £50 excess payment will be deducted from any settlement offer. 

European and International Moves: A €100 EUR excess payment will be deducted from any settlement offer. 

My belongings aren't worth much, do I need insurance?

This can depend on your type of move.

Moves within the UK

Your risk is limited to the loss of your items or damage to your property so if you're comfortable you can cover that financial loss in the event of an accident you may choose to take that risk.

International Moves

When you move internationally in addition to the risk of damage/loss there is a risk called 'General Average' to consider, which is covered under our insurance policy but could mean significant costs to you if you do not take insurance. 

General average is a principle of maritime law that says all stakeholders (including individual shippers) in a sea venture proportionately share the losses resulting from actions taken to preserve the safety of the ship, its crew or the rest of its cargo and the voyage in case of emergency. 

This could involve the costs of salvage or recovery and/or the costs of compensating customers whose goods were jettisoned  (thrown overboard) for the common safety of the whole voyage. 

The famous case of the EverGiven which became stranded in the Suez canal is a great example of this risk. You can read more here



What are the valuation options for International Move insurance?

We offer 3 options for international insurance valuations. 

Lump Sum

This will be based on an industry average of EUR 3000.00 per cubic metre (the volume of your effects) plus any additional high-value items you identify (considered at any individual item valued over £1500.00). 

Itemised Value

This will be based on an itemised list of all of your effects providing a value based on the replacement value in the destination currency. (You are able to group like items, ie 15 t-shirts, 20 plates etc). 

Elected Lump Sum (Total Loss)

If you want to insure for total loss only (i.e., not individual item loss/damage) you can choose your own lump sum valuation figure, which will be the total amount you can claim if the entire shipment is lost.   


Please ask your move consultant or move manager if you'd like help choosing the best option for you.


For International Insurance do I have to list every item I own?

Yes, to ensure accurate and valid cover you'll need to include all items you are shipping on the valued inventory.

If you exclude any items the insurer may regard this as undervaluation and only pay out a proportion of any claim. 

What does your insurance cover?

Please visit our detailed guides to insurance for full information.

UK Moves Insurance Cover

International and European Moves Insurance Cover

Another company says they are insured. What's the difference?

If a removal company says they are including insurance, or that they are insured so you don't need separate cover it's always important to check what they mean to understand how you are protected and your rights in the event of a claim.

An insured removal company does NOT always mean an insured customer.

Most removal companies have to insure themselves with various policies to conduct their work so many will advertise they are ‘fully insured’. This means THEY are insured, but not always YOU.

Their insurance may include a basic level of coverage if you can prove they were negligent, but it may be limited. The level of liability should be set out in your removal company's terms and conditions and it’s very important to check you are comfortable with this level of protection before signing your contract. 


If you'd like to understand more check out our blog post Understanding Removals Insurance for Moving house.