1. Who we are
OctoFetch is a digital booking service that arranges UK collection and delivery of furniture and bulky items through a vetted carrier network. "We", "us" and "our" refer to OctoFetch. "You" means the customer placing the booking.
2. Bookings and quotes
- Quotes are generated from the postcodes, items, dimensions, weights and access details you provide.
- Quotes are valid only for the items and details quoted. If actual items differ on the day (size, weight, access, floor, lift availability), the price may be revised or the job declined.
- A booking is confirmed only once payment has been successfully taken and you receive a booking reference and confirmation email.
3. Accurate booking information
You are responsible for providing complete and accurate booking information. This includes:
- Collection and delivery postcodes and full addresses.
- Item type, quantity, and (where requested) dimensions and weight.
- Packing state — whether items are boxed, wrapped, dismantled or as-is.
- Floor, lift availability, stairs, long carries and other access conditions.
- Parking restrictions, permit zones, narrow streets or timed access windows.
- Contact details for you, the seller/sender and the recipient.
- Availability of the seller/sender and recipient at the booked windows.
- Any special collection or delivery notes.
Inaccurate or missing information may cause delay, refusal, cancellation, failed collection, additional charges, or claim refusal.
4. Additional charges and refusal on the day
Additional charges or refusal may apply where conditions on the day differ from the booking, including:
- Access different to what was entered (extra floors, stairs, long carry, narrow doorways).
- No lift available where one was declared, or a lift that cannot fit the item.
- Waiting time caused by you, the seller, the recipient or a third party.
- Items that are materially different in size, weight, quantity or condition to the booking.
- Items that are unsafe, prohibited, restricted, or not ready at the agreed window.
- Re-attempts caused by no-access, no-show, or items being unavailable.
5. Driver-only and assisted handling
- OctoFetch operates a driver-only service by default unless a different service level is explicitly selected and confirmed at booking.
- Someone able-bodied may need to be available at collection and delivery to help move, lift or position the items.
- Where you, a seller, a recipient or any third party chooses to assist with lifting, loading, unloading, carrying or moving items, they do so at their own risk.
- Neither OctoFetch nor its carrier partners are responsible for damage to items, property or persons arising from customer-assisted handling, except where caused by proven negligence of the carrier crew.
6. Packaging and unpacked items
- Unless a packing service has been selected and confirmed on the booking, you are responsible for ensuring items are suitably packed, padded, protected, emptied, disconnected and ready for transport at the collection window.
- Drawers, doors and loose parts should be secured or removed. Liquids, food and personal valuables should be removed before collection.
- Unpacked items, owner-packed items, and items that are fragile, high-risk or excluded by their material type travel at your risk.
- Claims may be reduced or refused where inadequate packaging materially contributed to the damage.
7. Item protection and liability
Standard cover, extra cover and excluded materials are governed by the Item Protection options shown at the quote step. Cover applies only to eligible items and is subject to the limits, exclusions and acknowledgements presented at booking. Examples of commonly excluded or high-risk categories include glass panels, mirrors, marble, granite, stone, ceramic and other fragile surfaces, pre-existing damaged items, and other items flagged as high-risk during the quote. Excluded items may be carried only at your own risk and only if the crew accepts them on the day. OctoFetch does not represent that "all items are insured"; cover is defined by the option you select.
8. Restricted and prohibited items
Certain items are not eligible for OctoFetch collection and delivery, including (without limitation):
- Illegal goods or items being moved for an unlawful purpose.
- Hazardous, flammable, explosive, corrosive or radioactive materials.
- Weapons, firearms, ammunition and controlled substances.
- Cash, jewellery, watches, precious metals and other small high-value valuables.
- Live animals or plants.
- Perishable goods and food requiring temperature control.
- Clinical, medical or biological waste.
- Specialist licensed goods we are not authorised to carry.
- Items that are unsafe to lift, load or transport in the booked vehicle.
- Items materially different to those listed on the booking.
OctoFetch may refuse, cancel or exclude claims for prohibited or restricted items. See our Acceptable Use, Restricted Items & Claims policy for the claims process, complaints handling and acceptable use rules.
9. Payment
Payment is taken in full at the time of booking via our payment processor. All prices are in GBP and inclusive of VAT where applicable. Additional charges may apply for changes made on the day (extra items, additional access, waiting time, re-attempts).
10. Changes, cancellations and refunds
Changes, cancellations and refunds are governed by our Cancellations Policy and Refunds Policy.
11. Collection and delivery windows
Collection and delivery dates are scheduled in a route window, not a fixed time slot. We will use reasonable efforts to keep to the booked dates, but timings may shift due to traffic, weather, access, or other route conditions. Material changes will be communicated as soon as practicable.
12. Force majeure and delays
OctoFetch is not liable for delay, failure or partial performance caused by events outside our reasonable control, including severe weather, flooding, road closures, traffic incidents, vehicle breakdown, strikes or industrial action, public emergencies, government restrictions, third-party provider outages, platform or API failures, and unforeseen carrier-crew illness. Where such events occur we will use reasonable efforts to communicate and to rearrange the booking.
13. Suspension and misuse
OctoFetch may suspend, restrict or refuse access where there is evidence of fraud, payment abuse, chargeback abuse, repeated failed collections caused by the customer, attempts to ship prohibited or restricted items, misuse of seller listings, abusive or harassing behaviour toward our team or carrier crews, or other material breach of these Terms.
14. Liability
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence or for fraud. Subject to that, our total liability for any booking is limited to the amount you paid for that booking, except where higher cover has been explicitly purchased and the eligibility conditions are met.
15. Data and communications
We use the contact details you provide to manage your booking and send transactional messages (booking confirmation, status updates, proof of delivery). Marketing communications, if any, are managed separately under your notification preferences.
16. Governing law
These Terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.