Terms of service

1. What PORTR provides

PORTR provides transport of furniture, boxes and personal belongings between two addresses, using a vehicle and driver appropriate to the items you declare at the time of booking.

Door-to-door service collects from and delivers to the entrance of the property. You may instead select a priced collection from a nominated room, delivery to a nominated room, or both when booking. Tell us about floors, lift access and any extra lifting help required before confirming your quote.

2. What PORTR does not provide

PORTR is a transport service, not a fitting or installation service. Your driver will not assemble or dismantle furniture, connect or disconnect appliances, carry out plumbing or electrical work, remove doors, windows or bannisters, or move items other than those in your booking.

PORTR does not transport hazardous goods, illegal items, live animals, plants requiring controlled conditions, cash, jewellery, important documents or items of exceptional value. If you are unsure whether an item is acceptable, ask before booking.

3. Your responsibilities

You must declare all items accurately when booking, disclose access conditions honestly (floor, lift availability, parking, restricted access), and ensure items are ready to load at the agreed time.

Appliances must be emptied, drained, defrosted and disconnected before collection. Drawers and cupboards must be emptied. Fragile items must be adequately protected by you.

You must ensure someone aged 18 or over is present to release items at collection and receive them at delivery, or arrange for a nominated person to do so and inform us in the booking notes.

4. Pricing and changes on the day

Your quoted price is fixed for the booking you described. If the job differs materially from your booking — significantly more items, undeclared access difficulties, or a change of address — your driver will discuss the revised price with you before continuing, and may decline to proceed.

Waiting time caused by items not being ready, or by access not being available, may be charged at the rate shown in your quote.

5. Payment

You may pay 50% of the total by card at booking and authorise us in advance to charge the remaining balance to the same card when delivery is complete. You may also pay the full amount by card at booking. Card payments are processed by Stripe; PORTR does not store your card details.

The balance becomes due when your delivery is complete and is charged automatically to the card you authorised at checkout. If that charge fails, we will contact you with a secure card-payment link. Failure to pay may result in recovery action and any reasonable costs we incur in obtaining payment.

6. Liability

PORTR carries goods in transit cover subject to its policy terms, limits and exclusions. Cover does not extend to items packed inadequately by you, items of exceptional value that were not declared, or damage arising from inherent defect or pre-existing condition.

PORTR is not liable for damage caused by items being forced through spaces that are too small where you instructed us to proceed, nor for consequential losses such as loss of use or missed appointments.

Claims must be reported to us within 7 days of delivery, with photographs, so that we can investigate properly.

7. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Nothing in these terms affects your statutory rights as a consumer.