Terms and Conditions for Removal Services

These Terms and Conditions govern the provision of removal services by our company to customers in the United Kingdom. By making a booking, you agree to be bound by the terms set out below. They are intended to create a clear, fair and practical framework for every house move, office relocation, furniture delivery, item collection, and associated service we provide. Please read them carefully before confirming any booking.

In these terms, references to “we”, “us” and “our” mean the removal company, and references to “you” and “your” mean the customer receiving the service. These terms apply whether the work is arranged online, by telephone, by email, or through any other booking method. They should be read together with any written quotation, job confirmation, inventory note, or service specification issued before the date of service.

Our removal company terms are designed to set out the responsibilities of both parties so that the service can proceed smoothly and safely. Unless otherwise agreed in writing, all services are supplied subject to availability and to the conditions below. No variation to these terms shall be binding unless agreed by an authorised representative of our company in writing.

Booking Process

Bookings may be requested by providing details of the items to be moved, the collection and delivery locations, the preferred date, and any access restrictions that may affect the work. We may ask for photographs, dimensions, floor access information, parking details, or other relevant information so that we can assess the job properly. Any quotation given before a site visit is based on the information supplied by you and may be revised if the actual service requirements differ from those described at booking.

Once we have reviewed your request, we may issue a quotation or estimate for the service. A quotation is valid only for the period stated in it or, if no period is stated, for a reasonable time. Acceptance of a quotation or estimate does not itself create a binding contract until we confirm the booking in writing and, where required, receive any deposit or advance payment. We reserve the right to refuse or decline a booking where we are unable to meet the service requirements safely or lawfully.

At the time of booking, you must ensure that all information provided is accurate and complete. This includes the nature and volume of items, whether any pieces require dismantling or special handling, and whether any goods are fragile, unusually heavy, hazardous, or of high value. If the job changes materially after booking, we may adjust the price, the timing, the staffing, or the type of vehicle required. The booking process is therefore dependent on honest and complete disclosure.

Service Scope and Customer Responsibilities

Our services may include loading, transport, unloading, furniture handling, basic dismantling or assembly, and related labour where expressly agreed. Unless stated otherwise, we do not provide packing materials, professional packing, storage, specialist lifting, or cleaning services as standard. Any additional service must be agreed in advance and may be charged separately. We will use reasonable care and skill in performing the agreed work, but the scope of our obligation is limited to the service booked.

You are responsible for ensuring that goods are properly packed unless we have agreed in writing to pack them for you. Boxes should be securely sealed, labelled where appropriate, and suitable for transportation. You must remove or secure loose items inside furniture, disconnect appliances if required, and ensure that personal or confidential documents are removed from any item we are handling. Where appropriate, you should notify us in advance of any item requiring special handling due to weight, fragility, or sentimental or financial value.

You must obtain any necessary permissions for parking, access, lifting, or use of common areas at the pickup and delivery locations. If we are prevented from carrying out the service because access is blocked, permissions are absent, or the location is unsafe, we may charge for waiting time, abortive attendance, or rescheduling. Any delay caused by inaccurate information, unprepared goods, or inaccessible premises may affect the timetable and may attract additional charges.

Payments

All prices are quoted in pounds sterling unless otherwise stated. Prices may be fixed or estimated depending on the information available at the time of booking. Where a quotation is based on a fixed scope of work, that price will normally cover the agreed service only. Any additional time, labour, materials, parking fees, congestion charges, tolls, storage, or third-party expenses will be chargeable unless expressly included in writing.

We may require a deposit or advance payment to secure a booking. The balance, together with any extra charges properly incurred, must be paid in full by the date or method specified in the booking confirmation. Unless agreed otherwise, payment is due immediately on completion of the service. We reserve the right to suspend or refuse work if payment terms are not met. Accepted payment methods may vary and may include bank transfer, card payment, or other approved methods.

If payment is not made on time, we may charge interest on overdue sums at the statutory rate applicable under the Late Payment of Commercial Debts (Interest) Act 1998 where relevant, or otherwise at a reasonable rate permitted by law. You will also be responsible for any reasonable costs incurred in recovering overdue amounts. Any dispute about an invoice must be raised promptly and in good faith, but you must still pay any undisputed portion by the due date.

Cancellations and Amendments

You may cancel or reschedule a booking by giving us notice in writing or by any other method we accept. The amount payable on cancellation depends on how much notice is given and whether we have already incurred costs in preparing for the service. If you cancel shortly before the agreed date, we may retain the deposit or charge a cancellation fee that reflects our losses, administration, and any non-refundable third-party costs.

Where a cancellation is made with sufficient notice, we will aim to offer a new date or a refund of any amount due after deducting any reasonable costs already incurred. If we arrive at the agreed address and are unable to complete the service because you are not present, the premises are inaccessible, or the move cannot proceed for reasons within your control, this may be treated as a cancellation or aborted job and charged accordingly. Our removal service conditions are based on fair allocation of risk and expense.

We may also need to amend or cancel a booking if circumstances beyond our control make performance impossible, unsafe, or commercially impracticable. This may include severe weather, traffic disruption, vehicle failure, staff illness, or legal restrictions. In such cases, we will take reasonable steps to notify you as soon as possible and arrange an alternative date where feasible. We will not be liable for losses arising from a necessary cancellation beyond our reasonable control, subject always to your statutory rights.

Liability and Insurance

We will exercise reasonable care and skill while handling your belongings, but the removal industry involves inherent risks associated with movement, loading, transport, and unloading. Except where liability cannot legally be excluded, we are not responsible for loss or damage arising from pre-existing defects, inadequate packing, inherent vice, ordinary wear and tear, or items that were fragile or unstable due to their own condition. You remain responsible for declaring any special risks relating to the items we are asked to move.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited under English law. Subject to that, our total liability for any claim arising from the service shall be limited to the lesser of the value of the damaged item, the reasonable cost of repair or replacement, or the amount recoverable under our insurance policy where applicable. We recommend that you maintain appropriate insurance for goods in transit and items of particular value.

Claims for damage, loss, or short delivery must be reported as soon as reasonably possible and, in any event, within a reasonable time after completion of the service. Where an item is damaged in transit, we may request photographs, proof of value, and any other information needed to assess the claim. We may choose to repair, replace, or offer compensation at our discretion, subject to the claim being valid and properly supported. No claim will be considered where goods were packed by you and the damage was consistent with inadequate packing.

Waste Regulations and Disposal

Where our services include the removal or disposal of waste, unwanted items, or household debris, both parties must comply with applicable UK waste laws, including the Environmental Protection Act 1990 and the Waste (England and Wales) Regulations 2011, where relevant. We will only transport, transfer, or dispose of waste in a lawful and environmentally responsible manner. We may refuse to handle any item that is hazardous, prohibited, unlabelled, leaking, or otherwise unsuitable for lawful transport or disposal.

You must tell us in advance if any item is classed as controlled, hazardous, electrical, chemical, clinical, or otherwise regulated. Such items may require special treatment, additional documentation, or a different service arrangement. We do not accept responsibility for undisclosed hazardous waste. If prohibited waste is found among items presented for collection, we may suspend the job, return the items, or charge additional fees for safe handling, segregation, or lawful disposal. The customer remains responsible for the accuracy of waste descriptions provided at booking.

Where we arrange disposal, we may use licensed waste carriers, authorised transfer stations, reuse schemes, or recycling facilities. Title to waste may pass at the point of lawful collection or as otherwise agreed, but this does not relieve you of the duty to provide accurate information. You must not ask us to dispose of materials in a manner that would breach environmental law. Any request to do so will be refused, and we may report unlawful conduct to the appropriate authorities where required.

Delays, Access Issues and Additional Charges

We will aim to attend within any agreed time window, but times are estimates unless we expressly state otherwise. We are not responsible for delays caused by traffic, road closures, weather, breakdowns, strikes, or other events outside our control. Where delays occur, we will make reasonable efforts to keep you informed and to complete the work as promptly as possible. If a delay is caused by your actions or omissions, we may charge for waiting time or rescheduling.

If items are not ready for collection, if the property is not accessible, or if there is insufficient parking or loading space, we may be required to wait or return later. Additional labour, congestion fees, ferry charges, specialist equipment, or other costs incurred because the actual job differs from the booked information may be added to the invoice. We will usually discuss any material change before carrying out extra work, but in an urgent situation we may act first to protect safety or prevent damage.

If we need to move items through narrow staircases, upper floors, lifts, or other difficult access routes, you must tell us in advance. We are not obliged to move items that cannot be carried safely or without risk of damage. Where a task requires more than the agreed team size, more time, or specialist handling, we may revise the charge or decline that part of the work. Our priority is to complete the service lawfully, safely, and with reasonable care.

General Provisions and Governing Law

These terms form the entire agreement between you and us in relation to the booked service and supersede any prior discussions or representations, except where expressly incorporated in writing. If any part of these terms is found to be unenforceable, the remaining provisions shall continue in full force. No failure or delay by us in enforcing any right shall constitute a waiver of that right. These terms do not create any rights for third parties under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated.

We may update these terms from time to time to reflect changes in law, operational practice, or service requirements. The version in force at the time of booking will normally apply to that booking unless a later version is agreed in writing. If there is any conflict between these terms and a specific written quotation or service agreement, the written quotation or agreement will prevail to the extent of the conflict.

These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and construed in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law gives you the right to bring proceedings elsewhere. This governing law clause applies to all removal company services supplied under these terms.