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Privacy Policy

Terms & Conditions

Privacy Policy

Privacy Policy

Last updated on: 27/04/23

Our contact details

Name: Denix Moving and Storage Solutions Ltd

Address: First Floor, 244 Edgware Road, London, W2 1DS

Phone Number: 02038705211



At Denix Moving and Storage Solutions Ltd (we, us, Denix Moving), we understand that your privacy is very important to you. That’s why we are committed to protecting and respecting the privacy of all users of our websites and any other services we provide (“our Services”).

Our Privacy Policy, which is set out below, explains what information and personal data we may collect from you, as well as how we may use or share any information that we have collected, or you have provided to us. Please note that we are only describing our own practices here, for all services that we provide. This policy does not apply to third parties, including other companies you might interact with on or through our services.

When you use and provide information to us via our Services, you are accepting and consenting to our processing of your information in accordance with this Privacy Policy.

Please read this entire policy carefully. When using our websites and services, you are agreeing to the practices described below.

For the purpose of the Data Protection Act 2018 (the Act), the data controller is Denix Moving and Storage Solutions, a company registered in England and Wales, with a registered company number 12983488, whose registered office is located at First Floor, 244 Edgware Road, London, W2 1DS


The type of personal information we may collect

Information that you provide to us, such as your name, address, email address, telephone number, and other registration information, personal description, details of your household or business, details of any pets you may have, and any information about you or your property revealed in photographs and/or video and/or audio recordings of you or your property and any persons or objects therewith which you provide to us or which the service provider takes or records before, during and/or after the provision of the services in accordance with the terms and conditions of the services and any other information that you choose to provide voluntarily when you:

– submit a booking enquiry through our websites and/or over the phone
– subscribe to receive any newsletter we may offer from time to time;
– complete any voluntary surveys we may ask you to participate in from time to time;
– send feedback to us via our website and/or email;
– respond to our marketing communications;
– correspond with us by telephone, post, or email or via the instant chat function on our websites; or
– report a problem with any of our Services.
Information that we may collect automatically each time you visit any of our website:
– basic demographic information and preferences (if you opted in for sharing demographic data in your Google Account; technical information, including the type of device) you use, network information, your operating system, the type of browser you use, etc;
– statistical usage data about our user’s browsing actions, patterns, interactions, and navigation through our website. Please note that this data does not identify any individual;

Here is what type of information you can access:

Up-to-date information regarding recent bookings; personal information (including name, email, phone, address, communications, and personalized advertising preferences); payment settings, booking, and enquiry history.


How we may use your information

We use the information you give us:
– to manage your booking or respond to booking enquiry and to arrange the performance of services by your service provider;
– to carry out our obligations arising from any contracts entered into between you and us;
– to provide you with the information, products, and services that you request from us;
– to communicate with you about any comments, complaints, queries, or feedback you might have about us or the Services;
– to give you the ability to interact with any service features on our website when you choose to do so, for instance, our real-time chat service, our online booking system;
– to notify you about any changes to our Terms or our Services, to communicate any information about your booking with you, and to send you any account-related information and announcements;
– to ensure that content on our website is presented in the most effective manner for you and your computer and/or device;

How we may use the information about you that we collect automatically

We use the information about you that we collect automatically:

– to administer our websites and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
– to improve our website and services, to ensure that content is presented in the most effective manner for you and for your computer and device;
– to monitor and improve the security, quality, and efficiency of our products and services;
– to allow you to participate in interactive features on the website when you choose to do so;
– as part of our efforts to keep our websites and apps safe and secure;
– to make suggestions and recommendations to you about goods or services that may interest you and to otherwise manage our relationship with our clients.

We use the information about you that we collect automatically in combination with the information you give to us. We will only use such information for the purposes set out above.


Our website uses cookies to distinguish you from other users. This helps us to provide you with the best possible experience when you browse our website and allows us to improve our Services. 

Where we store and process your information

All information you provide to us is stored on our secure server in England. We have in place a level of security appropriate to the nature of the information stored and the harm that might result from a breach of security.

All payments made through our website are processed by our selected third-party payment processing services. Such payments are encrypted.

Unfortunately, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our website; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Disclosure of your information

Third-party companies

We may disclose your personal information to third parties for the following purposes:

Provision of services

We work with a network of service providers who carry out the services that you have requested. When you book a service, we will forward any relevant information (such as names, addresses, means of contact, types of services and payment, photos and videos that you have sent us during the booking process, specific requests, etc.) that you have provided and that is needed by the service provider in order to carry out the service. These partners will also abide by all confidentiality obligations that are consistent with our Privacy Policy and the agreements that we have entered into with them.

Change of ownership

In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets; or
If all or a substantial amount of Denix Moving assets or the assets of our group of companies are acquired by a third party. In this case, personal data held by us about our customers will be one of the transferred assets;

Duty to disclose

If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our Website Terms of Use; or to protect the rights, property, or safety of Denix Moving, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection, credit risk reduction, and in an event of a report/claim made to our insurers or the insurers of our partners.

Breach of agreement

If you do not make payments that you owe in relation to any services provided to you by the service provider, we may disclose your personal data to credit reference agencies and to fraud prevention agencies for the purposes of fraud prevention. We may also disclose your personal data to debt collection agencies which may use your information to trace your whereabouts and recover the debts. The information which we provide to such agencies may in turn be provided by those agencies to other organisations which may use your personal data to perform similar checks. The information recorded by fraud prevention agencies may be accessed by organisations in other jurisdictions;
Protect clients and/or any third parties
If we are forced to protect our own rights, property, and operations (enforcing contract performance or pursuing remedies, or limiting damages we may sustain).


We are committed to securing personal information and any data we collect from clients. We use physical, technical, and organisational security safeguards to help protect the information that we have collected from unauthorised access and third parties.
However, please note that no server, network, or data transmission over the Internet is 100% secure and we cannot guarantee the security of any information transmitted through our website, and account systems and make no assurance about our ability to prevent any such loss or misuse. By choosing to share any information with us, you are accepting this risk.


Your rights

The General Data Protection Regulation grants you the rights: to know about and access the information we hold about you, to request changes to your personal information if it is erroneous or misrepresents you in any way, and to request a copy of your personal data, ask that we restrict the processing of your personal data, or to have us completely erase it.

Additionally, you can limit the personal information you share. The only way we collect personal information is when you provide it to us voluntarily. You can choose to browse some parts of the Denix Moving website, purchase a service, or otherwise submit personal information to us. Any personal information that is given to us will generally be retained for as long as it is necessary to provide a service or operate our business unless a longer retention period is required or permitted by law.

If you have more questions or you want to exercise any of your rights, contact our team by sending an email to We will then review your request and get back to you within 30 days. You can also reach out to The Information Commissioner’s Office, who will be able to advise you on how to submit a complaint.

Terms & Conditions

Below in Clause 1, we describe services that are not included in Our quotation and additional charges that can apply. In Clauses 8, 9, 10, and 11 We limit or exclude Our liability for loss and damage. We recommend You arrange insurance to cover Your goods or premises. The insurance can be arranged for Your benefit upon request.  This insurance will be separate from this contract and subject to the terms and conditions of the policy.

1. Quotations

1.1. The Quotation price given is for carrying out the removal service as stated and does not include unless otherwise stated in writing, insurance and any of the following:

1.1.2. Taking up or laying floor coverings

1.1.3. Disconnecting or reconnecting appliances and fixtures

1.1.4. Parking fees

1.1.5. Custom duties, port charges, or other fees payable to government bodies or agencies.

1.2. Unless already agreed, extra charges may also be applied if;

1.2.1. The work is carried out on a Saturday, Sunday, Public Holiday, or outside the hours of 07:00 – 18:00 at your request.

1.2.2. The work does not commence within 1 month of the acceptance.

1.2.3. We are required to move goods at your request, above the ground floor or the first upper floor.

1.2.4. We supply, at your request any additional services, including moving extra goods or increasing our liability as described in Clause 8.

1.2.5. You request collection or access to your goods while in storage.

1.2.6. Restrictions to access prevent the free movement of goods without mechanical equipment or alterations.

1.2.7. Restrictions to access prevent the unloading/loading of goods within 20 meters of the doorway.

1.2.8. There are delays or events outside our reasonable control that increase the resources and/or time required to carry out the work.

1.3. Any additional work such as moving goods into and out of storage on separate days is charged at the standard hourly rates as independent jobs unless specified in the written quotation.

1.4. For fixed quotations, we reserve the right to charge additional half-hourly increments. If there are additional items on the day of the move that were not shown during the survey, Denix Moving And Storages Solutions LTD has the right to charge an additional fee based on their volume, size, weight, and other factors.

2. Excluded Goods

2.1. The following items must not be submitted for removal or storage and will not be moved by us.

2.1.1. Stolen goods, drugs, highly flammable or explosive materials/items, (including petrol, gas bottles, aerosols, paints, and ammunition).

2.1.2. Jewellery, precious metals or stones, money, bonds, deeds, securities, coins, stamps or goods, or collections of a similar kind, (unless agreed in writing).

2.1.3. Goods that can encourage vermin or cause infestation or contamination.

2.1.4. Goods that are hazardous to health.

2.1.5. Perishable goods and goods requiring a controlled environment.

2.1.6. Animals or plants.

2.1.7. Goods that are prohibited by law or require special licenses or permits for import or export.

2.2. If such goods are submitted without our knowledge, we will make them available for you to collect. If they are not collected within a reasonable time, we will apply for an appropriate court order to dispose of the goods, at your expense.

2.3. We accept no liability for loss or damage to excluded goods, as detailed in Clause 2 unless we have been negligent or are in breach of contract.

3. Your Responsibility

3.1. Arrange adequate insurance cover for the goods submitted for removal transit and/or storage, against all insurable risks as Our liability is limited under clauses 8.1.

3.2. You agree that we will not be liable for any loss or damage resulting directly from your failure to discharge your responsibilities.

3.3. You agree to advise us in writing of the value of the goods to be removed and/or stored.

3.4. It is your responsibility to pay any parking charges incurred by us in carrying out the work and to obtain and pay for all documents, permits, and licenses required for the work to be completed.

3.5. You agree to prepare all appliances for removal, including defrosting and emptying refrigerators and freezers, emptying all fluids from appliances and equipment, (including hoses, washing machines, dishwashers, etc), and ensuring there is no residual fuel in the petrol-driven garden, (or other) equipment.

3.6. You or your representative must be present throughout the collection and delivery of the removal.

3.7. You must ensure that all inventories, job sheets, receipts, and other necessary documents are signed by you or your representative.

3.8. You are responsible for ensuring that nothing that should be removed is left behind and nothing is taken away in error.

3.9. You are responsible for the protection of goods left unattended or where workmen, other tenants, (or any other third parties) may be present.

3.10. You agree to provide us with an up-to-date contact address and telephone number for the duration of your removal and/or storage.

3.11. Where we provide a list of goods or a receipt and send it to you, it is your responsibility to notify us of any inaccuracy within 10 working days. If no such notification is received by us, the list of goods is deemed to be accepted by you as accurate.

4. Our Responsibilities

4.1. For the purposes of this document, “undamaged” means in the same condition as before our work commenced.

4.2. It is our responsibility to deliver your goods to you or produce them for collection, undamaged.

4.3. If we fail to deliver your goods undamaged, we will compensate you according to Clause 8.

4.4. We will not be liable to compensate you unless we have been negligent or are in breach of contract.

4.5. It is our responsibility to provide the staff, vehicle(s), and equipment that are fit for the purpose of carrying out the work as agreed.

5. Ownership of Goods

5.1. You agree that the goods to be removed and/or stored are your property or you have the full authority of the owner to enter this agreement.

5.2. If the ownership of the goods changes while this agreement is in place, you agree to notify us in writing immediately.

6. Postponement or Cancellation

6.1. We reserve the right to charge a postponement or cancellation fee according to how much notice is given. As follows;

6.1.1. More than 10 days before the work was due to start, no charge.

6.1.2. Between 5 and 10 working days inclusive before the removal was due to start: not more than 30% of the removal charge.

6.1.3. Less than 5 working days before the removal was due to start: not more than 60% of the removal charge.

6.1.4. Within 24 hours of the move taking place; not more than 75% of the removal

6.1.5. On the day the work starts or at any time after the work commences up to 100% of Our charges.

6.2. If we cancel your move, you will be refunded in full.

7. Payment Terms & Revision of Storage Charges

7.1. Payment is required in full by clearing funds in advance of the removal and storage services. You may not withhold any part of the agreed price.

7.2. We reserve the right to refuse to commence work until full payment has been received.

7.3 With respect to all sums that are overdue to us, We will charge interest on a daily basis calculated at 4% per annum above the prevailing base rate for the time being of the Bank of England or £25 plus VAT whichever is greater. The interest is calculated from the date when payment becomes due up to and including the date of actual payment including all accrued interest, whether before or after judgment, and whether or not we exercise the right of sale under this Agreement.

7.4 If we instruct a debt collection agency to collect any debt from you, you agree to pay an additional administration charge of £25 plus VAT in respect of our additional administration charges and also to reimburse us for any fees charged to us by the agency. You agree to pay an additional administration charge of £25 plus VAT in respect of each additional administrative step we take arising out of your failure to pay money when due, e.g. for each correspondence requesting payment or where a cheque must be represented.

8. Damage liability

8.1 Unless otherwise agreed in writing if we are negligent or in breach of contract we will pay you up to £40 for each item which is lost or damaged as a direct result of any negligence or breach of contract on our part or, at our discretion, we will pay for repairing or replacing the item. This will apply even if the item is part of a pair or set and may have a special value.

8.2 For the purposes of this agreement an item is defined as:
i. The entire contents of a box, parcel, package, carton, or similar container; and
ii. Any other object or thing that is moved, handled, or stored by us.

8.3 If the goods sustain damage by reason of defective or inadequate packing or unpacking, and the packing or unpacking (as the case may be) was not undertaken by us, we will not be liable.

8.4 We will not be liable for any claim in the event that you dispose of and/or replace the item/s before we have had the opportunity to assess the damage.

8.5 Liability is only accepted for loss or damage when the goods are:
8.5.1 in our possession and negligence can be proven; or
8.5.2 in the possession of others and if the loss or damage is proven to have been as a direct result of our failure to pack the goods to a
suitable standard (where we have been contracted to.)

8.6 We do not accept liability for goods confiscated, seized, removed, or damaged by customs authorities or other government agencies unless such confiscation, seizure, removal, or damage arose directly as a result of our negligence or breach of contract.


9. Damage to property other than goods

9.1. Because third-party contractors or others are frequently present at the time of collection or delivery, it is not always possible to prove culpability for loss or damage. Therefore, our limit of liability is as below:
9.2. If we cause the loss or damage as a result of our negligence or breach of contract, our liability shall be limited to making good the damaged area only.
9.3. If we cause damage as a result of moving goo
ds under your express instruction, against our advice, and where moving the
goods in the manner instructed was likely to cause damage, we shall not be liable.
9.4. If we are responsible for causing damage, you must note this on the job sheet or delivery receipt as soon as it occurs and, in any event, before we leave the premises. This is fundamental to the agreement.

10. Notification of loss and damage

10.1. For goods that we deliver, you must give us detailed notice in writing of any loss and damage within seven days of delivery by us.

10.2. With regards to misplaced items, or ascertaining the proximate cause of damage, we would request that we are notified within seven working days when the events are more easily investigated.

10.3. In any claim for loss or damage under this clause 9, any estimate of the value of the goods that you have provided to us, whether for the purposes of insurance or otherwise, will be evidence that the total value of the goods did not exceed that estimate at the time of loss or damage.

10.4. When the collection is made from our premises, it is imperative that you or your authorized person/s inspect your goods thoroughly before departure and note any loss or damage on the collection paperwork at the time. We will be unable to consider claims retrospectively once the goods have left our premises.

10.5. The time limits contained in 9.1 9.2 and 9.4 are essential.

11. Exclusions of Liability

11.1. We will not be liable for loss, damage, delays, or failure to provide the service under this agreement as a result of war, hostilities, civil war, terrorism, rebellion or any similar hostile activities, adverse weather, third-party industrial action, rescheduled sailing, departure or arrival times, port congestion or other such events outside our reasonable control.

11.2. We will not be liable for damage caused by natural deterioration, leakage, or evaporation, perishable or unstable goods, (such as those left inside appliances) vermin, insects, or similar infestation unless we have been negligent or in breach of contract.

11.3. We will not be liable for loss of or damage to china, glassware, and fragile items unless they have been both professionally packed and unpacked by Us.

11.4. Unless we arrange for the work to be carried out, we will not be liable for damage due to cleaning, repairing, or restoration.

11.5. Unless caused by ingress of water due to our negligence, we will not be liable for damage caused by changes in atmospheric conditions, such as rust and mold.

11.6. No employee of ours shall be separately liable to you for any loss or damage under this agreement.

11.7. Our liability will cease upon handing over the goods or upon completion of delivery.

12. Limitation for Claims

You must note any visible loss, damage, or failure to produce any goods at the time of delivery and the Denix Moving And Storages Solutions LTD office must be informed on the day of the move. A detailed inventory of damaged goods must be provided to us within 7 days of the job being completed. We will not accept claims outside of this period.

We accept no responsibility for loss or damage to property after a job is complete, and the job sheet is signed. The company cannot accept responsibility for any accidental damages caused by our movers if the customer has an unpaid balance owed to Denix Moving And Storages Solutions LTD.

The customer accepts and understands that poor service, breakage, or damage must be reported straight after completion of the job. Failure to do so will invalidate the claim. Items excluded from liability are cash, jewellery, and items of sentimental value.

13. Route, Method, and Delays in Transit

13.1. We will not be liable for delays in transit unless we breach a contract or have been negligent.

13.2. If through no fault of ours, we are unable to deliver your goods, we will take them into storage, and additional services, (storage and delivery) will be at your expense.

13.3. We have the right to choose the route.

13.4. Unless agreed otherwise in writing, we have the right to utilize other space in the vehicle for other customers’ consignments.

13.5. We have the right to subcontract some or all of the work. These conditions will still apply.

14. Our right to sub-contract the work

14.1. We reserve the right to sub-contract some or all of the work.

14.2. If We sub-contract, then these conditions will still apply.

15. Our Right to Hold the Goods (lien)

15.1. “Lien” is the legal right of the remover to hold goods until the customer has paid all outstanding charges.

15.2. We shall have a right to withhold and ultimately dispose of some or all of the goods if You fail to pay the charges and any other payments due under this or any other Agreement. These include any charges that We have paid out on Your behalf.

15.3. While We hold the goods You will be liable to pay all storage charges and other costs (including legal costs) reasonably incurred by Us in recovering Our charges and applying Our right of lien.

15.4. These terms and conditions shall continue to apply.

16. Revision of storage charges

We review our storage charges periodically. You will be given 30 days’ notice in writing of any increases.

17. Our right to Sell or dispose of the Goods

17.1. If payment of Our charges relating to Your goods is in arrears, and on giving You 3 months’ notice, We are entitled to require You to remove Your goods from Our custody and pay all money due to Us.

17.2. If You fail to pay all outstanding amounts due to Us, We may sell and pass all ownership of some or all of the goods or dispose of them without further notice.

17.3. We will sell the goods by the best method(s) reasonably available to achieve the best selling price reasonably obtainable in the open market, taking into account the costs of the sale.

17.4. If the goods cannot reasonably and economically be sold (for any reason whatsoever), or they remain unsold despite our efforts, You authorise us to treat them as abandoned by You and to destroy or otherwise dispose of them at Your cost.

17.5. The cost of the sale or disposal will be charged to You. The net proceeds of the sale will be credited to Your account and any eventual surplus will be paid to You without interest. If the full amount due is not received, You must pay any balance outstanding to Us within seven (7) days of a written demand from us. Interest will continue to accrue on the balance outstanding.

18. Termination

18.1 If payments are up to date, We will not end this contract except by giving You three months’ notice in writing.  If You wish to terminate Your storage contract, You must give us at least 10 working days’ notice (working days are defined in Clause 6 above).  If We can release the goods earlier, We will do so, provided that your account is paid up to date. Charges for storage are payable to the date when the notice should have taken effect. Whilst we will use reasonable endeavors to arrange the release of your goods on the dates you require, specific dates cannot be guaranteed.

18.2 If You choose someone else to collect the goods from Our storage, we are entitled to require proper identification and authority from You and to make reasonable additional administrative charges for arranging their handing over. Our responsibility for such goods will cease upon their being handed over to your chosen representative.

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