Details.
The Company guarantees that the move will commence within the agreed one-hour arrival window confirmed in writing. The guarantee applies only when the team arrives and commences work outside the confirmed window through fault exclusively attributable to the Company. It excludes delays caused by staff cancellations, illness, absenteeism, traffic congestion, road closures, mechanical breakdowns, weather, customer inaccessibility or unpreparedness, inaccurate booking information, or late payment. Where the Company is solely responsible for arriving late, the customer is entitled to a refund equal to the booked hourly rate multiplied by the verified delay beyond the arrival window, capped at one hour's value. Jobs must be paid in full, and refunds are processed by Head Office after a written claim is submitted and reviewed. The refund is the sole remedy.