Removals Service Terms and Conditions
1. Introduction
These Terms and Conditions govern the provision of removal and associated services by us to you, the customer. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking. If you do not agree with any part of these terms, you should not proceed with a booking.
These terms apply to domestic and business customers for removals, loading and unloading, packing, storage liaison and related services within our service area in the United Kingdom, including but not limited to local, regional and longer-distance moves.
2. Definitions
In these Terms and Conditions, the following definitions apply.
Customer, you or your means the person, company or organisation that requests or uses our services and enters into a contract with us.
We, us, our or the company means the removal service provider supplying the services under these Terms and Conditions.
Services means any removal, moving, packing, unpacking, loading, unloading, furniture dismantling or reassembly, or any related services we provide.
Goods means the items, belongings, furniture, equipment and personal property that we are asked to move or otherwise handle.
Service area means the geographical locations within the United Kingdom where we offer our services, as advised at the time of quoting or booking.
3. Quotations and Pricing
All quotations are provided based on the information you give us regarding the property access, inventory, distance, parking arrangements and any special requirements. Quotes are usually provided as fixed price or estimated price. A fixed price is based on the agreed scope of work, while an estimate may vary depending on the actual time taken and resources required.
Prices are valid for a limited period as stated in the quotation. If you do not confirm your booking within that period, we may need to provide a new quotation. Quotations are exclusive of additional charges for congestion zones, tolls, parking fees, ferry charges, storage fees and any third-party charges, unless clearly stated otherwise at the time of quoting.
We reserve the right to revise our quotation or apply additional charges if the information you provide is inaccurate or incomplete, if access conditions are significantly different from what was described, if there are delays outside our reasonable control, or if the volume or nature of the goods differs substantially from what was originally declared.
4. Booking Process
Your booking is not confirmed until we have accepted it and you have received confirmation from us. Confirmation may be provided in writing or in another durable form. We may decline a booking at our discretion where we cannot safely or lawfully carry out the work or where we do not have the capacity to do so.
At the time of booking, you will be asked to provide accurate details of your move, including property sizes, addresses, access details such as lifts, stairs and parking, the approximate list of items, your preferred date and time, and any special requirements such as packing services or dismantling of furniture. You agree to update us promptly if any of these details change.
We may require a deposit in order to secure your booking. The level and due date of the deposit will be explained at the time of booking. Your booking date and time remain provisional until the deposit is received where a deposit is required.
5. Customer Responsibilities
You are responsible for ensuring that:
The property is ready for the move, with all goods properly packed where you have chosen to pack yourself, and all items are clearly identified as to be moved or left.
Access is available at both collection and delivery addresses, including suitable parking arrangements, access through doorways and stairwells, and any necessary permissions from building management or local authorities.
Any items that require specialist handling, dismantling or protection are brought to our attention before we start the work.
All important documents, cash, jewellery, valuables, perishable goods, and items of special value are removed and kept with you, unless we have expressly agreed in writing to handle them.
You or your authorised representative is present at both collection and delivery addresses to provide instructions, confirm that all goods have been loaded or unloaded, and sign any relevant documentation.
6. Payments and Charges
Unless otherwise agreed in writing, payment is due in full on or before the day of the move. We accept the payment methods that we communicate to you at the time of booking. If payment is to be made by a business customer on account terms, the due date will be as stated on the invoice.
If you fail to make payment by the due date, we may charge interest on the overdue amount at the statutory rate applicable to commercial debts, or as otherwise permitted by law, from the due date until payment is received in full. We may also suspend or cancel services if payment is not received when due.
Additional charges may apply where there are delays caused by you or your representatives, where the scope of work increases, or where we are required to pay parking charges, permit fees or similar costs on your behalf. Where reasonably possible, we will inform you of such additional charges before or as they arise.
7. Cancellations and Amendments
You may cancel or amend your booking by giving us notice. The amount of notice required and any applicable cancellation charges will depend on how much time remains before the scheduled move date.
If you cancel with sufficient notice, as explained at the time of booking, you may receive a full or partial refund of any deposit paid. If you cancel with short notice, we may retain part or all of the deposit and may charge a cancellation fee to cover our reasonable costs and lost opportunity.
If you wish to change the date, time or scope of your move, we will use reasonable efforts to accommodate your request, but we cannot guarantee availability. Changes may result in a revised quotation or additional charges. If we are unable to accommodate a requested change and you decide to cancel, our normal cancellation terms will apply.
We reserve the right to cancel or postpone a booking where events beyond our reasonable control make it unsafe or impracticable to carry out the work, such as severe weather, accidents, road closures, industrial action or unexpected staff illness. In such cases, we will aim to reschedule with you as soon as reasonably possible and will not be liable for any consequential losses.
8. Access, Parking and Restrictions
You are responsible for arranging suitable parking at both collection and delivery addresses, including applying for any necessary permits or permissions. Any fines or penalties arising from inadequate parking arrangements, where you have assumed responsibility, may be charged to you.
If our vehicle cannot park reasonably close to the property, we may charge additional fees for extra time and labour required to carry goods over longer distances. If access is significantly restricted, we may be unable to move certain items or we may need to use alternative methods at additional cost, subject to your prior agreement.
9. Items We Do Not Move
For safety and legal reasons, we do not move certain items, including but not limited to hazardous materials, explosives, flammable liquids, illegal substances, live animals, and any items whose carriage is prohibited by law. We may also refuse to move items that are excessively heavy or bulky where this would be unsafe for our staff or likely to cause damage to property.
You must inform us in advance of any items that may be fragile, valuable, delicate, or difficult to handle. We reserve the right to refuse to move such items if we reasonably believe that we cannot do so safely or without disproportionate risk of damage.
10. Liability for Loss or Damage
We will take reasonable care in handling and transporting your goods. Our liability for loss or damage is subject to the limitations set out in these Terms and Conditions. We are not liable for loss or damage that arises from circumstances beyond our reasonable control, inherent defects in the goods, inadequate packing where you have packed the items yourself, or where you have instructed us to move items against our advice.
Our liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, may be limited to a specific amount per item or per consignment, as advised at the time of booking or set out in our insurance arrangements. You may request details of our standard liability cover and, where available, the option to purchase additional protection at extra cost.
We are not liable for any indirect or consequential losses, including loss of profit, loss of income, loss of opportunity, or emotional distress, except where such liability cannot be excluded under applicable law. We are also not liable for normal wear and tear, minor scuffs or marks, or damage to items that were already defective or in poor condition.
11. Claims and Time Limits
If you believe that your goods have been lost or damaged while in our care, you must inform us as soon as reasonably possible and, in any event, within a reasonable time after delivery or the date when delivery should have taken place. You should provide details of the items concerned, the nature of the loss or damage, and any supporting evidence.
We may inspect the items and may require you to retain them for investigation. Failure to notify us within a reasonable time may affect our ability to investigate and may limit or invalidate any claim under our liability arrangements or insurance.
12. Waste, Disposal and Recycling Regulations
We comply with applicable waste and environmental regulations in the United Kingdom. Where we agree to remove waste, unwanted items or packaging, we will do so in accordance with relevant legislation and licensing requirements. We will not dispose of waste materials unlawfully or in a way that breaches environmental standards.
You must not ask us to dispose of items in a manner that is inconsistent with waste regulations. Certain items may require special treatment or may not be accepted at standard waste or recycling facilities. Additional charges may apply for the collection and disposal of such items, and we may refuse to handle them if proper arrangements cannot be made.
You remain responsible for ensuring that any items you ask us to remove are lawfully yours to dispose of and that no third-party consents are required. We accept no liability for any claims arising from the unlawful disposal of items where you have instructed us to remove them.
13. Insurance
We maintain insurance appropriate for a professional moving service. Our insurance may provide cover for certain risks, subject to policy terms, conditions and exclusions. Details of cover can be provided on request. You are encouraged to consider whether our standard cover meets your needs or whether you should arrange additional insurance for high-value or particularly fragile items.
14. Data Protection and Privacy
We collect and process personal information such as your name, address and contact details for the purposes of providing our services, managing bookings, processing payments and meeting legal obligations. We handle personal data in accordance with applicable data protection laws in the United Kingdom.
We may share your information with trusted third parties where necessary to deliver the services, such as storage providers or subcontractors, or where required by law. We do not sell your personal data. By using our services, you consent to the collection and use of your information as described in this clause.
15. Subcontracting
We may use subcontractors or agents to perform part or all of the services. Where we do so, we remain responsible for the overall performance of the contract, and these Terms and Conditions will continue to apply. You agree that we may share necessary information with such subcontractors to carry out the services.
16. Limitation of Liability
Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law.
Subject to the above, our total liability to you for all claims arising out of or in connection with the services, whether in contract, tort including negligence or otherwise, will not exceed the amount of the fees paid or payable for the specific job giving rise to the claim, or such other amount as we may specify in writing.
17. Complaints
If you are dissatisfied with any aspect of our service, you should contact us as soon as possible, providing full details of your concerns. We will investigate the matter and aim to respond within a reasonable timeframe. Raising a complaint does not remove your obligation to pay for services already provided, although any agreed compensation or adjustment may be applied to your account.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services we provide, shall be governed by and construed in accordance with the laws of England and Wales. You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the services.
19. Changes to These Terms
We may update or amend these Terms and Conditions from time to time to reflect changes in our practices, legal requirements or service offerings. The version in force at the time you make a booking will apply to that booking. You are advised to review the terms periodically to stay informed of any changes.
20. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation we issue, constitute the entire agreement between you and us in relation to the services. They supersede any prior discussions, correspondence or understandings. Any variation to these terms must be agreed in writing by us.
