Terms & Conditions

01Introduction and the Agreement

1.1 These Terms & Conditions apply to residential relocation and related services supplied by Ottoman Services Ltd, referred to as “Ottoman Services”, “we”, “us” and “our”. “Customer”, “you” and “your” mean the person contracting with Ottoman Services. Where an Ottoman Services Relocation Plan is provided, it is referred to as the “OSRP”.

1.2 The agreement consists of the customer’s accepted OSRP and/or quotation, these Terms & Conditions, and any later written variation agreed between Ottoman Services and the customer. Where a specific written provision in the OSRP or quotation conflicts with a general provision in these Terms & Conditions, the specific written provision in the OSRP or quotation will take precedence to the extent of that conflict.

1.3 The scope, price and resources for a relocation are based on the information available to Ottoman Services at the assessment and quotation stage. The customer must provide information that is accurate and sufficiently complete, and disclose circumstances that would reasonably be expected to materially affect the work.

02Quotation, Acceptance and Booking

2.1 A quotation and/or OSRP sets out the proposed services and price and is subject to availability and these Terms & Conditions.

2.2 A booking is not confirmed merely because a quotation or payment link has been issued. The customer must expressly accept the quotation/OSRP and these Terms & Conditions, and the required booking payment must have cleared. Payment alone does not replace express acceptance.

2.3 Where the booking is made more than 7 calendar days before the relocation date, 30% of the agreed price is payable to secure the booking and the remaining 70% must clear no later than 7 calendar days before the relocation date.

2.4 Where the booking is made 7 calendar days or less before the relocation date, 100% of the agreed price is payable upon acceptance.

2.5 Where consumer cancellation legislation gives the customer a statutory cancellation period, nothing in these Terms & Conditions removes those statutory rights. Where the customer asks Ottoman Services to begin services before any applicable statutory cancellation period has expired, Ottoman Services will obtain any express request or acknowledgement required by law before commencing those services.

2.6 Until the acceptance and payment requirements have been completed and Ottoman Services has confirmed the booking, the proposed date may remain available to other customers.

03Quotation Scope and Fixed Pricing

3.1 Unless stated otherwise, a quotation is valid for 30 days and prices the assessed relocation as a whole.

3.2 A fixed quotation is not an item-by-item tariff. Removing one or more items does not ordinarily reduce the agreed price where the time, labour, vehicle capacity or other resources required are not materially reduced.

3.3 A material addition or change to the assessed scope may require Ottoman Services to reassess the work, resources and price, including where crew or vehicles have already been committed.

3.4 The customer must notify Ottoman Services as soon as reasonably practicable of material changes before the relocation.

3.5 Ottoman Services will plan and price using information reasonably available at assessment. The customer remains responsible for disclosing relevant concealed or non-apparent circumstances.

04Payment

4.1 For bookings made more than 7 calendar days before the relocation, the remaining 70% must be received as cleared funds no later than 7 calendar days before the relocation.

4.2 For bookings made 7 calendar days or less before the relocation, the full price is due upon acceptance.

4.3 Sums due before the service must clear before commencement. Ottoman Services may withhold performance while an undisputed overdue amount remains unpaid. A delay caused by the customer does not require Ottoman Services to extend the working day or displace another booking.

4.4 An advance payment is not automatically non-refundable. Refunds and cancellation charges are governed by Clause 5 and any applicable statutory rights.

4.5 Price or scope variations must be agreed with an authorised representative of Ottoman Services. Crew members cannot vary the agreement unless authorised to do so.

4.6 Payment instructions and links supplied by Ottoman Services should be followed accurately. Payment is treated as complete when successfully processed and cleared.

4.7 Where a refund is due, Ottoman Services will use an appropriate payment method and, where practicable, the original payment method.

4.8 A customer who disputes a payment or charge should contact Ottoman Services promptly so the matter can be investigated. Nothing in this clause removes statutory rights.

05Customer Cancellation

5.1 Subject to any statutory cancellation right, the maximum cancellation charge will be determined by the notice received before the agreed relocation date: 21 or more calendar days – no charge; 14-20 days – up to 15% of the agreed price; 8-13 days – up to 30%; 3-7 days – up to 50%; less than 72 hours – up to 75%; on the relocation day or after work has commenced – up to 100%. These are maximums, not automatic penalties. The amount retained or charged will reflect Ottoman Services’ reasonable losses and commitments arising from the cancellation, including non-recoverable resources or costs and reasonable loss of profit, while taking account of costs avoided and reasonable mitigation, including whether the date is refilled.

5.2 Where sums already paid exceed the cancellation charge properly due, the excess will be refunded.

5.3 Ottoman Services may reduce or waive a cancellation charge where it considers this appropriate.

5.4 Cancellation should be communicated in writing using an accepted contact method as soon as reasonably practicable. Subject to any statutory rule, cancellation will ordinarily take effect when received by Ottoman Services.

5.5 This clause governs contractual cancellation outside, or in addition to, any statutory cooling-off right. A statutory cancellation right, where applicable, is governed by the law and the cancellation information at the end of these Terms.

06Postponement and Rescheduling

6.1 A request to postpone or reschedule is subject to Ottoman Services’ availability. A customer cannot require Ottoman Services to displace another confirmed booking.

6.2 Where a postponement is requested close to the relocation date, Ottoman Services may deduct reasonable non-recoverable costs or commitments already incurred for that booking. Any remaining credit may be transferred to the rescheduled booking where agreed.

6.3 If the revised work or date creates a shortfall, that shortfall must be paid before the rescheduled relocation in accordance with the revised agreement.

6.4 Ottoman Services will not recover the same loss twice and will take reasonable account of costs avoided and mitigation.

07Cancellation or Delay by Ottoman Services

7.1 If Ottoman Services cancels the agreed service and the customer is not responsible for the cancellation, sums paid for services not performed will be refunded, subject to the customer’s applicable legal remedies.

7.2 A delay does not automatically amount to cancellation. Ottoman Services will communicate material delays and take reasonable steps to perform the agreed service.

7.3 Nothing in these Terms limits remedies that cannot lawfully be restricted. Ottoman Services does not accept open-ended liability for replacement mover costs where such liability would not otherwise arise by law.

08Customer Packing and Preparation

8.1 Where the customer packs goods, boxes and containers must be suitable, securely closed and not overloaded. A “fragile” label does not replace adequate internal packing.

8.2 Ottoman Services is not responsible for loss or damage caused by inadequate customer packing where Ottoman Services did not cause or contribute to that loss or damage through negligence or breach.

8.3 Bags should be used only for suitable soft or light goods and must be strong enough for normal handling.

8.4 Appliances must be emptied, drained and otherwise prepared for transport. Refrigerators and freezers must be emptied and defrosted where necessary.

8.5 Unless expressly agreed as part of the quoted service, the customer is responsible for disconnecting and reconnecting appliances and for specialist electrical, plumbing or gas work.

8.6 Ottoman Services is not required to open and inspect every customer-packed box or container.

09Packing Service

9.1 Ottoman Services will provide packing only where it has been quoted and agreed.

9.2 Where packing is undertaken by Ottoman Services, it will be performed with reasonable care and skill using materials and methods reasonably appropriate to the agreed work.

9.3 Goods already packed by the customer remain customer-packed goods unless Ottoman Services expressly agrees to unpack and repack them.

9.4 Ottoman Services may record pre-existing damage or condition before packing or handling.

9.5 Unpacking at destination is not included unless expressly quoted and agreed.

9.6 The customer must remove and retain items identified in Clause 20 as personal-custody items.

10Dismantling, Reassembly and Specialist Work

10.1 Where agreed, Ottoman Services may dismantle and reassemble ordinary freestanding furniture where it is reasonably safe and suitable to do so.

10.2 Ottoman Services may decline to dismantle or reassemble furniture where age, condition, construction, previous assembly, fixings or other circumstances create an unreasonable risk of damage or unsafe work.

10.3 Where furniture was dismantled by the customer or a third party, the customer is responsible for ensuring that the correct components and fixings are available for reassembly.

10.4 Where Ottoman Services dismantles furniture, it will take reasonable care of the fixings and components under its control.

10.5 Ottoman Services may remove a television from an existing wall bracket where this can be done safely, but wall mounting or installation is not included unless separately and expressly agreed.

10.6 Ottoman Services does not undertake electrical, plumbing, gas, hardwired, built-in or structural work, nor removal of windows, fire doors or glazed patio/door systems, unless a separate suitably qualified service has expressly been agreed.

10.7 Reassembly is subject to suitable space, access, condition and availability of all necessary components at destination.

11Access, Parking and Property Information

11.1 The customer must provide accurate information about collection and destination access, parking, stairs, lifts, restrictions, carrying distances and other matters reasonably relevant to the move.

11.2 Where a parking permit, bay suspension or similar permission is identified as required, the customer is responsible for arranging it unless Ottoman Services expressly agrees otherwise. Ottoman Services will not park illegally or unsafely.

11.3 Where Ottoman Services has physically assessed a property, it remains responsible for matters that were obvious and which it reasonably should have identified. This does not remove the customer’s duty to disclose concealed, changed or non-apparent circumstances.

11.4 Where the destination has not been physically assessed, the customer must provide sufficiently complete destination access information.

11.5 The customer is responsible for considering whether belongings will physically fit within the intended destination. Ottoman Services will not force an item through an opening or alter the structure of a property.

11.6 Where an item cannot safely reach the intended room but can be delivered to another reasonably accessible place at the destination, placement there may constitute delivery of that item. A later return following specialist access arrangements may be separately chargeable.

12Changes on Moving Day and Items That Will Not Fit

12.1 A material change requested or discovered on the relocation day may require a revised method, additional time, additional crew, additional vehicle capacity or a revised charge.

12.2 Ottoman Services is not required to accept work materially outside the agreed scope, particularly where it would be unsafe, unlawful, impracticable or prejudice another confirmed booking.

12.3 Any material variation and resulting charge should be authorised by the customer or authorised representative and recorded where reasonably practicable.

12.4 A reduction in goods on the day does not automatically reduce a fixed quotation where the committed resources are not materially reduced.

12.5 If an item cannot be removed or delivered safely because it does not fit, Ottoman Services may decline to force it, dismantle the property or undertake specialist structural work. Reasonable alternative placement may be used where available.

12.6 Any undisputed additional charge agreed for moving-day work is payable as cleared funds on the relocation date before the crew leaves the final property, unless Ottoman Services expressly agrees otherwise. Ottoman Services will not exercise a lien over customer goods as a routine payment-enforcement mechanism.

13Waiting Time

13.1 Where the crew is ready and able to proceed but is delayed by the customer, property transaction, keys, access or another matter outside Ottoman Services’ control, the first 60 minutes of waiting are included without additional charge.

13.2 After the included period, waiting is charged at £20 per committed crew member per hour, calculated in 30-minute increments.

13.3 Ottoman Services will, where reasonably practicable, tell the customer when chargeable waiting begins.

13.4 Ottoman Services will not charge a separate vehicle waiting fee or overtime charge for the same period where the crew waiting charge is being applied.

13.5 No waiting charge applies to delay caused by Ottoman Services.

13.6 Ottoman Services is not required to wait indefinitely where continued waiting becomes unreasonable or would prejudice safety, working-time considerations or another confirmed commitment.

13.7 Any undisputed waiting charge is payable before the crew leaves the final property unless Ottoman Services agrees otherwise.

14Destination Unavailable, Alternative Delivery and Storage

14.1 Ottoman Services does not provide a storage service under this agreement.

14.2 If the agreed destination is unavailable or cannot accept delivery for reasons outside Ottoman Services’ control, the customer is responsible for arranging and contracting directly with a suitable alternative destination or storage provider.

14.3 Ottoman Services may assist with practical arrangements but does not guarantee the availability or suitability of third-party storage or another destination.

14.4 Additional work arising from a changed destination, including additional travel, access, lifts, trolleys, carrying distances or careful storage stacking, may be separately chargeable where reasonably incurred and agreed.

14.5 Ottoman Services is not required to retain loaded goods in a vehicle indefinitely. A later redelivery may constitute additional work.

14.6 This clause does not apply to the extent the failed delivery was caused by Ottoman Services’ breach or negligence.

15Vehicle Breakdown and Operational Disruption

15.1 If a vehicle breakdown, collision or other operational disruption affects the relocation, Ottoman Services will take reasonable steps to protect the goods, inform the customer and restore or continue the service.

15.2 Depending on the circumstances, reasonable steps may include repair, recovery, transhipment to another suitable vehicle, revised sequencing or return/delivery when safe and practicable.

15.3 Ottoman Services does not guarantee that a replacement vehicle or recovery resource will be immediately available.

15.4 The customer will not be charged waiting time merely because of an Ottoman Services vehicle breakdown.

15.5 Ottoman Services will not impose an additional charge merely because it must remedy its own vehicle breakdown. This does not prevent an agreed charge for separate customer-requested additional work.

15.6 Ottoman Services will seek to complete the agreed service as soon as reasonably practicable. Statutory rights remain unaffected.

16Final Checks and Completion

16.1 The customer or authorised representative should carry out a reasonable final collection check before Ottoman Services leaves the collection property.

16.2 Where the customer confirms collection is complete, goods later found in concealed or overlooked locations are not automatically included in the completed relocation. A return visit is subject to availability and may be separately chargeable.

16.3 Where Ottoman Services has failed to load a known in-scope item that it reasonably should have loaded, Ottoman Services will take reasonable steps to rectify the omission.

16.4 At destination, Ottoman Services will place goods in reasonably requested accessible locations. Repeated or excessive repositioning is not included unless agreed.

16.5 The customer or authorised representative should be reasonably available to give placement directions.

16.6 A completion record or confirmation records the status of the service; it does not waive a genuine claim for loss, damage or breach.

17Safe Working Environment and Conduct

17.1 The customer must provide a reasonably safe working environment and must not require Ottoman Services to undertake unsafe or unlawful work.

17.2 Children, pets, visitors, trades and other third parties should be kept away from active carrying, loading, unloading and vehicle-operating areas where reasonably necessary for safety.

17.3 The customer and third parties must not obstruct or interfere with safe working methods.

17.4 Requests affecting scope or method should be directed to the authorised Ottoman Services person in charge.

17.5 Serious abuse, threats, violence, discriminatory conduct or an immediate safety risk may result in Ottoman Services stopping work and withdrawing. Where reasonably practicable and safe, an opportunity will first be given to resolve less serious conduct.

17.6 Where withdrawal is reasonably caused by the customer’s serious conduct or unsafe conditions, reasonable financial consequences may apply having regard to work performed, committed resources, avoidable costs and applicable law.

18How Ottoman Services Performs the Move

18.1 Ottoman Services controls the reasonable allocation of vehicles, loading method, route, crew allocation, sequencing and working method required to perform the agreed service safely and efficiently.

18.2 A particular route, vehicle or loading sequence is not guaranteed unless expressly agreed in writing.

18.3 Ottoman Services may substitute suitable vehicle capacity or alter sequencing where this does not materially reduce the agreed service.

18.4 Reasonable customer requests will be considered, but Ottoman Services is not required to follow a request that is unsafe, unlawful, impracticable or inconsistent with proper protection of goods.

18.5 Customers and unauthorised third parties must not enter or interfere with vehicle load areas without permission.

19Crew and Third-Party Providers

19.1 Ottoman Services may perform services using employees, workers, labour-only personnel, contractors or other suitably engaged crew working under Ottoman Services’ direction and control. The customer’s contract remains with Ottoman Services.

19.2 Where Ottoman Services proposes to entrust customer goods to a genuinely independent third-party removal or transport provider, Ottoman Services may carry out appropriate checks and make arrangements consistent with its contractual and insurance obligations.

19.3 Crew members are not authorised to enter private arrangements with the customer for work forming part of the Ottoman Services booking unless Ottoman Services expressly agrees.

20Restricted and Personal-Custody Items

20.1 Ottoman Services will not knowingly carry unlawful or stolen goods, explosives, firearms or ammunition, hazardous substances, highly flammable materials, unsafe pressurised items or other goods that cannot lawfully or safely be transported.

20.2 Animals and other live creatures are not carried. Perishable or temperature-sensitive goods are carried only where expressly agreed and suitable arrangements are available.

20.3 The customer should personally retain cash, bank cards, passports and identification, keys, legal documents, jewellery, watches, precious metals or stones, medication, tickets, certificates and other small unusually valuable or irreplaceable items.

20.4 The customer must not conceal prohibited or personal-custody items in customer-packed boxes or containers. Ottoman Services is not required to inspect every closed container.

20.5 If prohibited, unsafe, unlawful or materially different goods are discovered or reasonably suspected, Ottoman Services may refuse them and take reasonable protective steps. Where practicable, the customer will be informed and given an opportunity to make an alternative arrangement.

20.6 Reasonable additional work, delay or cost caused by material non-disclosure may be treated as a customer-caused change, but Ottoman Services will not impose avoidable or duplicative charges.

21High-Value, Fragile and Specialist Goods

21.1 The customer must disclose goods that are unusually valuable, fragile, rare or specialist where their nature or value could reasonably affect handling, vehicle allocation, risk or acceptance of the work, including fine art, antiques, collections and unusually valuable furniture or equipment.

21.2 Ottoman Services may request information, photographs, dimensions, evidence or an indication of value and may agree special handling, seek insurance confirmation, revise the quotation or decline an item where reasonably necessary.

21.3 Where Ottoman Services reasonably requires a valued inventory, the customer must provide a complete and accurate inventory identifying the specified items and declared values, authenticated by the owner before transit. This may include the insurer-required inventory for qualifying higher-value loads.

21.4 A value stated by the customer is collected for assessment, risk and insurance-compliance purposes. Ottoman Services does not provide a professional valuation service, and recording a stated value does not mean Ottoman Services agrees that figure as market value, replacement value or compensation.

21.5 A stated value or inventory does not itself vary Ottoman Services’ contractual liability or create a special declaration of value or special interest in delivery. Any arrangement intended to alter contractual liability must be expressly agreed in writing after any necessary insurer approval.

21.6 If requested, the customer must provide a good-faith estimate of the total value of goods to be carried. Where the value approaches or exceeds Ottoman Services’ acceptable current arrangements, Ottoman Services may review vehicle allocation, request further information, obtain insurance confirmation, propose an alternative arrangement or decline the work.

21.7 The customer may identify sentimental or emotional significance, but such significance does not by itself establish the financial value of an item or the amount of compensation.

22Responsibility for Loss, Damage and Insurance

22.1 Ottoman Services will perform the agreed services with reasonable care and skill and will take reasonable care of the customer’s goods and property while they are within our responsibility. Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful.

22.2 Ottoman Services will be responsible for physical loss of or damage to the customer’s goods to the extent that the loss or damage is caused by Ottoman Services’ failure to exercise reasonable care and skill, breach of the agreement, or another basis on which Ottoman Services is legally liable.

22.3 Customer-packed goods remain subject to Clause 8. Ottoman Services is not responsible for loss or damage caused by inadequate customer packing where Ottoman Services did not cause or contribute to that loss or damage through negligence or breach. Customer packing does not excuse negligent handling by Ottoman Services.

22.4 Ottoman Services is not responsible for deterioration, failure or damage that was not caused by Ottoman Services, including where it results solely from an item’s pre-existing condition, inherent defect, ordinary wear and tear or natural deterioration. Where Ottoman Services causes or contributes to separate physical damage, this clause does not exclude responsibility for that damage.

22.5 Ottoman Services is not responsible merely because an electrical, electronic or mechanical item ceases to operate where there is no evidence that the failure was caused by physical damage, negligent handling or another breach by Ottoman Services. This does not exclude responsibility where Ottoman Services caused the relevant damage or failure.

22.6 Where Ottoman Services is legally responsible for loss of or damage to an item, the appropriate remedy will depend on the circumstances and applicable law and may include reasonable repair, replacement with an item of comparable type, age and condition, or financial compensation reflecting the item’s reasonable second-hand replacement value immediately before the loss or damage. Ottoman Services does not provide new-for-old cover unless expressly agreed in writing under a separate arrangement. Nothing in this clause removes a remedy that the customer is entitled to by law.

22.7 Where only one part of a pair, set or collection is lost or damaged, any financial assessment will ordinarily relate to the affected part and any demonstrable reduction in value reasonably resulting from that damage, rather than automatically treating the whole pair, set or collection as a total loss, subject to applicable law.

22.8 Ottoman Services maintains Goods in Transit/Freight Liability insurance for its business operations. That insurance protects Ottoman Services against insured liabilities subject to the insurer’s policy terms, conditions, limits, excesses and exclusions. It is not a policy purchased by the customer and does not create an automatic entitlement to payment by the insurer.

22.9 Any insurance limit maintained by Ottoman Services is a limit applying to the insurance arrangement and is not, by itself, a valuation of the customer’s goods, an agreed measure of compensation or a guarantee that a particular loss will be insured.

22.10 Where a reported loss or damage may fall within Ottoman Services’ insurance arrangements, Ottoman Services may notify and cooperate with its insurer and may provide the insurer, broker, claims handler or appointed expert with information and evidence reasonably relevant to the incident or claim. Insurance handling does not remove statutory rights the customer has against Ottoman Services.

22.11 Ottoman Services will take reasonable care when carrying out work at the collection property, destination property and any other location at which the agreed services are performed. Where Ottoman Services causes damage to property other than the goods being moved, or causes personal injury, responsibility will be determined according to the circumstances, these Terms & Conditions and applicable law. Nothing in these Terms & Conditions excludes or restricts liability for death or personal injury caused by Ottoman Services’ negligence, or any other liability that cannot lawfully be excluded or restricted.

23Reporting Loss or Damage and Making a Claim

23.1 If the customer becomes aware of loss or damage during the relocation or delivery, it should be brought to the attention of the person in charge as soon as reasonably practicable so the circumstances can be recorded and further damage prevented where possible. The customer should then confirm the matter in writing.

23.2 A customer wishing to make a claim should notify Ottoman Services in writing as soon as reasonably practicable and ordinarily within 7 calendar days of completion, identifying the affected item or property, describing the loss or damage, stating when it was discovered and supplying photographs or other evidence where reasonably available.

23.3 Notification outside 7 calendar days does not automatically extinguish a claim. Ottoman Services will consider any reasonable explanation for delay and whether the delay has materially affected the ability to investigate. Statutory rights remain unaffected.

23.4 The customer should not dispose of, repair, replace or materially alter an affected item before Ottoman Services has had a reasonable opportunity to inspect, photograph or investigate it, unless urgent action is reasonably required for safety or to prevent further damage. Evidence should be preserved where urgent action is necessary.

23.5 The customer must provide reasonable cooperation and information relevant to the investigation. Depending on the circumstances this may include photographs, video, proof of ownership, age and condition, purchase information, repair estimates, replacement information, customer-packing information and any valued inventory under Clause 21.

23.6 Ottoman Services may consider its assessment records, OSRP, inventories, photographs, video, crew records, vehicle records, communications and other relevant evidence.

23.7 Recording or acknowledging an incident is not an admission of liability. Ottoman Services may investigate and notify or consult its insurer before determining responsibility or proposing a resolution.

23.8 Where a matter may fall within insurance arrangements, the customer must reasonably cooperate with relevant information or inspection requests. Ottoman Services may share relevant information and evidence with its insurer, broker, claims handler, loss adjuster, expert or other appropriate professional, subject to applicable data-protection law.

23.9 Where theft, deliberate damage or other criminal activity is suspected, Ottoman Services may require or make a police report and may request a crime or incident reference and reasonable cooperation.

24Complaints

24.1 A dissatisfied customer should raise the matter as soon as reasonably practicable. A formal complaint should be made in writing using the contact details in these Terms & Conditions and should explain the issue, relevant information and the resolution sought.

24.2 Ottoman Services aims to acknowledge a formal complaint within 5 working days and provide a substantive written response within 14 working days. If further investigation, insurer involvement, third-party input or additional time is reasonably required, Ottoman Services will explain this and provide an update.

24.3 Complaints will be considered fairly using the information and evidence reasonably available. The customer should provide reasonable cooperation with the investigation.

24.4 Where a complaint is upheld in whole or part, Ottoman Services will consider an appropriate resolution having regard to the agreement, circumstances and applicable law. Depending on the case this may include corrective work, completion, repair, replacement, refund, financial compensation or another reasonable remedy.

24.5 The customer is encouraged to give Ottoman Services a reasonable opportunity to investigate and resolve the matter directly. Nothing in this clause requires the customer to accept a proposed resolution, prevents independent advice, restricts statutory rights or prevents legal proceedings.

24.6 Ottoman Services does not promise participation in a particular alternative dispute resolution scheme unless separately confirmed. Where Ottoman Services is required by law or agreement to provide information about or participate in an applicable dispute-resolution arrangement, it will do so.

24.7 Making a genuine complaint will not itself prejudice fair consideration of the matter. Ottoman Services may take reasonable steps in response to abusive, threatening, discriminatory, fraudulent or unlawful communications.

25Communications and Written Variations

25.1 Email and other written electronic communications accepted by Ottoman Services may be used for notices, instructions, acceptance, confirmations and agreed variations. Where Ottoman Services specifies a particular method or address for a formal notice or response, the customer should use it where reasonably practicable.

25.2 Material changes including scope, price, date, collection or delivery address, additional services or requirements should be confirmed in writing by Ottoman Services and the customer where reasonably practicable. A casual conversation with a crew member does not amend the agreement unless that person is authorised and the change is subsequently confirmed.

25.3 Where an immediate moving-day decision is necessary and prior written confirmation is impracticable, Ottoman Services may act on a reasonable instruction from the customer or authorised representative and record the material instruction, variation and resulting charge as soon as reasonably practicable.

25.4 The customer must provide accurate and current contact details and promptly notify changes. Ottoman Services is not responsible for a communication failure materially caused by incorrect or changed details that were not notified, except to the extent Ottoman Services caused or contributed to the failure.

25.5 Ottoman Services may require a matter to be expressly accepted, signed, authenticated or otherwise confirmed where reasonably necessary for contractual, legal, insurance or evidential purposes.

26Governing Law and General Provisions

26.1 The agreement is governed by the law of England and Wales. If the customer is a consumer resident in another part of the United Kingdom and mandatory consumer law gives the customer protections or rights that cannot lawfully be excluded by choosing the law of England and Wales, those protections and rights are not affected by this clause.

26.2 Subject to any mandatory right available to a consumer to bring or defend proceedings in another court, the courts of England and Wales will have jurisdiction in relation to disputes arising from the agreement.

26.3 If any provision of the agreement is found to be unlawful, invalid or unenforceable, that provision will be treated as modified to the minimum extent necessary or, if that is not possible, removed, without affecting the remaining provisions.

26.4 A person who is not a party to the agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce a term of it, without affecting any right or remedy that exists independently of that Act.

26.5 A delay or failure by Ottoman Services to exercise a contractual right or remedy does not waive it. Exercising a right once, or reducing or waiving a charge as a goodwill decision in one case, does not prevent Ottoman Services from exercising the right in another case.