Crate Crew Terms & Conditions

CRATE CREW – TERMS & CONDITIONS OF HIRE

Last updated: 06/11/2026

These Terms & Conditions apply to all bookings for crates, dollies and associated equipment supplied by Crate Crew.

By placing an order and ticking “I have read and agree to the Crate Crew Terms & Conditions”, you agree to these terms.

Nothing in these terms affects your statutory consumer rights.

1. About us

“Crate Crew”, “we”, “us” and “our” means:

Richard Howe

Trading as Crate Crew

Business correspondence address:

PO Box 463, Royal Mail Delivery Office, Wycombe Way
Carterton, Oxfordshire OX183TT
United Kingdom

Email: [email protected]

Telephone: +44 7767 860473

“Customer”, “you” and “your” means the person making the booking.

“Equipment” means any reusable crates, dollies or other hire equipment supplied as part of your booking.

⸻

2. Your booking

Your booking is confirmed when:

your order has been accepted by Crate Crew; and
any payment due at checkout has been successfully received.

Your booking confirmation will show your package, hire dates, delivery details and amount paid.

You are responsible for checking the information supplied when booking and telling us promptly if anything is incorrect.

⸻

3. Hire Period

Crate Crew’s standard hire period is two weeks, unless otherwise stated in your booking confirmation. One-week hire is also available at a 10% discount from the standard two-week package price.

Maximum hire period

The maximum hire period for bookings made through our website is 12 weeks (84 consecutive days) from the agreed delivery date.

Every booking has a fixed start date and end date, confirmed at the time of booking.

Hire agreements do not automatically renew or roll over. Customers have no automatic right to continue hiring equipment after the agreed end date.

Hire pricing

Our standard two-week package price forms the basis of our hire charges.

Weeks 3 and 4: Each additional week costs 25% of the original two-week package price.
Weeks 5 to 12: Each additional week costs 10% of the four-week package price.

The total hire price will be confirmed before the booking is completed.

Extensions

If you need the equipment for longer than originally booked, please contact Crate Crew before your agreed collection date.

Any extension:

Is subject to availability and Crate Crew’s agreement.
Must be confirmed before it takes effect.
Will be priced and agreed with you in advance.
Must not take the total hire period beyond 12 weeks (84 days) from the original delivery date.

An extension cannot be assumed merely because the equipment remains in your possession or an additional payment is made.

End of hire and late returns

At the agreed end of the hire period, all equipment must be emptied and made available for collection at the agreed address.

Keeping equipment beyond the agreed end date without Crate Crew’s permission does not automatically extend or renew the agreement.

Where a customer fails to make equipment available for collection as agreed, Crate Crew may seek reasonable compensation for losses or additional costs resulting from that failure, subject to applicable law.

Customers will not be charged for delays caused by Crate Crew where equipment has been made available for collection as agreed.

Nothing in this section affects your statutory rights.

⸻

4. Delivery

Crate Crew is a delivery and collection service. Customer pickup is not offered unless specifically agreed by us.

You must provide:

an accurate delivery address;
an accurate collection address;
a working telephone number;
relevant parking or access information; and
any information reasonably necessary for us to safely complete the delivery.

Someone aged 18 or over must be available to receive the equipment unless an alternative arrangement has been expressly agreed with us.

Delivery times are 1-hour booking windows rather than a guarantee of arrival at an exact minute. We will use reasonable care to arrive within the agreed window.

Traffic, accidents, severe weather, vehicle problems and other circumstances outside our reasonable control can cause delays. If this happens, we will contact you and make reasonable arrangements with you.

⸻

5. Failed delivery

If we are unable to complete a delivery because:

nobody is available;
incorrect address or contact information was supplied;
reasonable access is unavailable;
undisclosed parking/access restrictions prevent delivery;
you refuse the delivery without a valid reason; or
another issue within your reasonable control prevents us completing the visit,

We will charge a failed delivery / additional visit fee of £35.

Any new delivery date will be subject to availability.

This charge will not apply where the failed delivery was caused by Crate Crew or circumstances for which it would be unfair or unlawful to charge you.

⸻

6. Receiving the equipment

You should check the equipment when it is delivered.

Where you sign our equipment handover contract, your signature confirms the quantity and apparent condition of the equipment received.

Please tell us promptly if:

anything is missing;
a crate or dolly is visibly damaged; or
you believe something is unsafe or unsuitable for normal use.

Where reasonably possible, visible problems should be reported within 24 hours of delivery.

This does not affect your statutory rights.

⸻

7. Your responsibility for the equipment

The equipment remains the property of Crate Crew at all times.

You are responsible for it from the time it is delivered until it has been physically collected by Crate Crew.

During that time you must:

take reasonable care of it;
keep it in a safe and secure location;
protect it from avoidable loss, theft or damage;
not sell, lend, sub-hire, dispose of or deliberately alter it;
not remove or deliberately damage Crate Crew branding;
notify us promptly if equipment is lost, stolen or damaged.

Do not leave hired equipment unattended in a public or unsecured location.

⸻

8. Safe use of the crates

Our standard crates have a 64-litre capacity and integrated attached lids.

They are manufactured for a maximum production load of 30kg and may be stacked up to 5 crates high when correctly loaded on a stable, level surface.

For safe manual handling, we insist a maximum packed weight of 25kg per crate. This is the maximum weight for manual handling.

You are responsible for packing crates sensibly and ensuring anyone lifting or moving them can do so safely.

Crate Crew claims no responsibility for injuries, damages or harm caused by the crates or other equipment to a customer or property while they are in the customers possession.

It is the customers full responsibility to ensure safe and correct use of the equipment while it is in their care.

Crates must not be used for:

hazardous, explosive, flammable or illegal materials;
uncontained liquids, oils, paints or chemicals;
clinical or animal waste;
live animals;
items likely to seriously contaminate or damage the crate; or
any purpose for which the crate is clearly unsuitable.

Do not stand, sit or climb on the crates.

⸻

9. Tamper-Evident Seals

Where supplied, tamper-evident security seals can be used to help identify whether a crate has been opened.

They are a tamper deterrent / indicator, not a guarantee against theft or unauthorised access.

You remain responsible for choosing suitable protection and insurance for valuable belongings.

⸻

10. Packing and customer belongings

You are responsible for deciding how your belongings are packed.

Crate Crew does not pack or transport the contents of your crates unless separately agreed.

We are not responsible for damage caused by:

poor or inadequate packing;
exceeding safe crate loads;
inappropriate contents;
misuse of the equipment; or
circumstances outside our reasonable control.

This does not exclude liability where loss or damage is caused by our negligence or where liability cannot legally be excluded.

⸻

11. Collection

At the end of the hire period, all equipment must be:

completely emptied;
reasonably clean;
Crates nested;
ready for collection; and
accessible at the agreed collection address.

Collection may take place from a different address from the original delivery address provided that address is within our service area and has been agreed with us.

You must tell us as soon as reasonably possible if your collection address changes.

Your responsibility for the equipment continues until Crate Crew has physically collected it.

⸻

12. Failed collection

A further collection charge of £35 will apply & be charged if we attend the agreed collection and cannot collect because:

nobody is available where required;
the crates are still packed or in use;
the equipment cannot be located;
reasonable access has not been provided;
the equipment has been moved to an address we have not agreed; or
another issue within your reasonable control prevents collection.

A new collection will then be arranged subject to availability.

Where a failed collection is caused by the customer, Crate Crew may seek reasonable compensation for resulting losses or additional costs. This does not automatically renew or extend the hire agreement.

⸻

13. Cleaning

You do not need to professionally clean the crates before collection.

They simply need to be emptied and returned in a reasonably clean condition.

Normal marks from ordinary moving use are acceptable.

We will charge a reasonable cleaning or replacement cost where equipment is returned with excessive:

food or waste;
paint;
oil or chemicals;
animal waste;
strong odours;
heavy contamination; or
substances requiring specialist cleaning.

⸻

14. Lost or damaged equipment

Normal wear and tear is accepted.

You will be responsible for equipment which is:

lost;
stolen;
deliberately damaged;
damaged through misuse;
contaminated beyond reasonable cleaning;
broken beyond economical repair; or
not returned.

Before invoicing you, we will explain what equipment is affected and the reason for the charge.

You will then be invoiced for the cost of the missing, lost or damaged equipment..

Failure to pay these missing/lost fees may result in reasonable steps to recover the outstanding amount, which may include formal debt recovery action or County Court claim where appropriate.

Replacement charges

Item	Replacement charge
64L Crate	£30
Dolly	£60
Other hired equipment	Actual/published replacement cost
Excessive cleaning	£10 per affected booking/item
Failed delivery/collection	£35 per visit

15. Payment and additional charges

The booking price shown at checkout is payable in full when the booking is made unless we agree otherwise.

Additional sums will only become payable where permitted by these Terms, for example:

agreed hire extensions;
missing or damaged equipment;
failed delivery or collection;
reasonable costs or losses caused by a customer's failure to make equipment available for collection as agreed

We will tell you the reason and amount of any additional charge via text or email.

Where a payment method is stored and the payment provider permits a subsequent charge, you authorise us to use that payment method for sums properly due under these Terms after we have notified you of the charge. Otherwise, we may send you an invoice or secure payment request.

⸻

16. Cancellations, Early Returns & Refunds

Your statutory rights

If you book as a consumer online, you may have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where applicable, the statutory cancellation period is normally 14 days. If you expressly request that we begin providing the hire or delivery service during that period and subsequently cancel, we may charge for services already provided where permitted by law.

Your statutory cancellation, refund and consumer rights always take priority over the voluntary policies below.

Cancellation before delivery

Outside any applicable statutory cancellation rights, our cancellation policy is:

More than 48 hours before your agreed delivery window: Full refund.
Between 24 and 48 hours before delivery: Full refund, less any reasonable costs already incurred in preparing your booking.
Less than 24 hours before delivery: We may charge up to 25% of the original two-week package price where justified by reasonable costs or losses caused by the cancellation.
Once our delivery vehicle has been dispatched: We may charge reasonable costs or losses resulting from a customer-initiated cancellation, up to 50% of the original two-week package price.

Cancellation charges will not exceed reasonable and proportionate costs or losses and will not apply where doing so would be unfair or unlawful.

Early returns — short-term and long-term hire

We understand that moving plans can change and you may finish using your crates earlier than expected.

For bookings that have already started, Crate Crew offers the following voluntary early-return refund policy, subject to statutory rights.

Contact Crate Crew as soon as you know you will finish early, so we can arrange an earlier collection.
All hired equipment must be emptied and ready for collection at the agreed address.
For bookings originally made for two weeks or longer, the minimum chargeable hire period remains two weeks. A one-week booking remains chargeable at its agreed one-week price.
The time used is calculated from the original hire start date to the agreed early end date when the equipment is made available for collection.
Any part of a week used is rounded up to the next complete week. We do not calculate voluntary early-return refunds on a daily or part-week basis.
We recalculate the hire price for the number of chargeable weeks actually used, using the package pricing structure applicable when the original booking was made.
If the recalculated price is lower than the original hire price paid, we will refund the difference. If the recalculated price is equal to or higher than the amount paid, no early-return refund is due.
Early collection is subject to arranging a reasonable collection appointment. If the equipment is ready and available at an agreed earlier time but Crate Crew collects it later for our own operational reasons, we will use the agreed earlier end date when calculating the voluntary refund.
Any additional cost for a separately requested special collection arrangement will be explained and agreed in advance.

Refunds will normally be issued to the original payment method within 14 days after the early return has been completed and the refundable amount confirmed, unless the law requires an earlier refund.

Examples

A customer books for three weeks but finishes after two weeks and four days. This is rounded up to three chargeable weeks, so no voluntary refund is due.
A customer books for eight weeks but finishes after six weeks and three days. This is rounded up to seven chargeable weeks, and the difference between the eight-week and seven-week prices is refunded.
A customer books for four weeks but finishes after two weeks exactly. The hire is recalculated at the two-week package price, and the remaining difference is refunded.
A customer books for two weeks but finishes after one week. The minimum two-week charge still applies, so no voluntary early-return refund is due, except where statutory rights require otherwise.

Bookings paid for by trade partners

Where a trade partner, such as a removal or storage company, has paid Crate Crew for the initial hire, any refund payable on that initial payment will be handled with the paying trade partner.

Any separate payment or refund arrangement between the partner and its customer remains the responsibility of the relevant parties, subject to applicable law.

How to cancel or request an early return

Contact Crate Crew using the email address or telephone number in Section 1 of these Terms.

Please include your name, booking number and requested change or early collection date.

These policies do not affect any statutory rights or remedies you may have.

⸻

17. Changes to a booking

If you need to change your:

delivery date;
collection date;
delivery address;
collection address; or
package,

Please contact us as soon as possible.

Changes are subject to availability and service-area restrictions.

If a requested change would alter the price, we will tell you the new price before confirming the change.

No change or extension to a website booking may increase the total hire period beyond 12 weeks (84 days) from the original delivery date.

⸻

18. Our service area

Delivery and collection are available only within Crate Crew’s applicable service areas.

Some packages may have a smaller delivery area than others.

Availability shown through postcode maps or area information is intended as guidance. The delivery address entered during booking is subject to the delivery rules applicable to that booking.

If you move outside our collection area during the hire period, you must contact us before moving the equipment so that alternative arrangements can be agreed.

If a booking is made using an address outside our service area, or we reasonably determine that we cannot service the delivery or collection address/addresses, we may cancel the booking. Where we cancel before the hire has begun, any amounts paid will normally be refunded in full.

Customers must provide accurate delivery and collection address information. Any additional costs caused by incorrect or materially changed address information may be charged where reasonable and in accordance with these terms.

⸻

19. Ownership

All reusable crates, dollies and other hired equipment remain the property of Crate Crew.

Paying hire charges does not transfer ownership.

Included disposable items such as used tamper-evident seals or disposable label cards do not need to be returned unless we specifically tell you otherwise.

⸻

20. Our liability

We will provide our services with reasonable care and skill and provide hired products that meet the rights applicable to hired goods.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

death or personal injury caused by negligence;

fraud or fraudulent misrepresentation; or
your statutory consumer rights.

For consumers, we are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for business losses suffered by a consumer using the service primarily for domestic purposes.

Consumer rights relating to hired products — including requirements around description, satisfactory quality and fitness for purpose — cannot simply be contracted away.

⸻

21. Events outside our control

We are not responsible for delays or failures caused by events genuinely outside our reasonable control, such as:

serious traffic disruption;
extreme weather;
accidents;
unexpected vehicle breakdown;
road closures;
emergency restrictions; or
other comparable events.

If such an event materially affects your booking, we will contact you and try to arrange a reasonable alternative.

Your statutory rights remain unaffected.

⸻

22. Privacy

We use your personal information to manage your booking, take payments, arrange delivery and collection, communicate with you and protect our equipment.

Your information will be handled in accordance with our Privacy Policy.

Necessary information may be shared with payment processors and other service providers involved in fulfilling your booking.

⸻

23. Complaints

If something goes wrong, please contact us as soon as possible so we have an opportunity to resolve it.

Email: [email protected]

Telephone: +44 7767 860473

We aim to deal with complaints fairly and within a reasonable time.

⸻

24. Changes to these Terms

The Terms that apply to your booking are the version you accepted when you placed your order.

We may update our Terms for future bookings, but we will not retrospectively change the terms of an existing booking simply by updating the website.

⸻

25. Governing law

These Terms are governed by the laws of England and Wales.

If you are a consumer, nothing in this clause removes any mandatory rights you may have regarding where proceedings can be brought.