Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which our removal company provides domestic and commercial moving services in the UK. By making a booking, you agree to the terms below, which are designed to make the service clear, fair, and practical for both parties. These terms apply to standard removals, item transportation, loading and unloading, and related moving services, unless a separate written agreement states otherwise.

In these Terms and Conditions, references to "we," "us," and "our" mean the removal company providing the service, and "you" means the customer, client, or person making the booking. These terms should be read carefully before confirming any booking. If any part of these terms is not clear, you should request clarification before the date of service.

The service we provide may include packing assistance, furniture removal, loading, transport, unloading, and other agreed moving support. The exact scope of work will depend on the booking details, any quotation provided, and any written amendments agreed before the job begins. Unless otherwise agreed in writing, all services are provided subject to these terms.

1. Booking Process

Bookings may be made through our accepted booking channels, subject to availability and confirmation by us. A booking is not considered final until we have confirmed the service details and, where required, received any deposit or prepayment. We may request information such as the collection address, delivery address, number and type of items, property access details, parking conditions, stair access, and any special handling requirements.

It is your responsibility to provide accurate and complete information at the time of booking. If the details you provide are incomplete or inaccurate, the quotation may change, the moving plan may need to be altered, or the service may be delayed. We may also revise the price if the actual job differs materially from the information given at booking, including where items are heavier, larger, more numerous, or more difficult to access than stated.

Any quotation we provide is based on the information available at the time and may be a fixed price or an estimated price, depending on the nature of the job. If a survey is carried out, the quotation will reflect the circumstances observed during that survey. Unless specifically stated otherwise, quotations remain valid for a limited period and may be withdrawn or amended if there is a delay in acceptance or a material change in the service requirements.

We reserve the right to refuse or cancel a booking where we believe the service would be unsafe, unlawful, impractical, or beyond the capacity of the agreed vehicle or team. This includes circumstances involving hazardous goods, unstable items, restricted access, or conditions that create unacceptable risk to staff, property, or the public. If a booking is refused for these reasons, any money paid in advance will be handled according to the cancellation and refund provisions below.

Where a specific moving date or time window is requested, we will try to accommodate it, but time is not guaranteed unless expressly agreed in writing. Arrival times may be affected by traffic, weather, access issues, vehicle problems, or delays on earlier jobs. We will act reasonably and communicate any significant delay where possible.

2. Payments

Payment terms will be confirmed at the time of booking or in the quotation. Depending on the service, we may require a deposit, partial payment, or full payment in advance. The balance, if any, is usually due on completion of the service unless we have agreed alternative terms in writing. We may accept payment by bank transfer, card payment, or other approved methods, but we are not obliged to accept cash unless agreed beforehand.

All prices are stated in pounds sterling unless otherwise specified. If VAT applies, it will be shown separately where required by law. Any parking charges, congestion-related costs, tolls, waiting time, storage fees, disposal charges, or additional labour caused by circumstances beyond our control may be added to the invoice where they were not included in the original quotation.

If payment is not made by the due date, we may charge interest on the overdue amount at the statutory rate permitted under UK law, together with reasonable recovery costs where applicable. We also reserve the right to suspend further work, withhold completion of the service, or treat the contract as cancelled where payment is refused or repeatedly delayed.

3. Cancellations and Rescheduling

You may cancel or reschedule a booking by giving notice to us as soon as possible. The amount of any charge or refund will depend on how much notice is given and whether any costs have already been incurred. If you cancel shortly before the agreed service date, we may retain some or all of the deposit to cover administration, vehicle allocation, crew scheduling, and lost working time.

Where cancellation is made well in advance, we may offer a full or partial refund, depending on the booking terms and any non-recoverable expenses already incurred. If we have already attended the property, or if work has started and is then stopped at your request, we may charge for the time spent, travel time, and any completed work up to that point.

You may request a new date instead of cancellation, but rescheduling is subject to our availability. If we cannot offer the new date requested, the original booking may remain in place or may be treated as cancelled under these terms. We are not responsible for additional costs you incur due to changes in your own plans unless we have expressly agreed to cover them in writing.

4. Customer Obligations

It is your responsibility to ensure that the goods to be moved are properly packed, identified, and ready at the agreed time unless packing has been included in the service. You must also ensure that access routes are clear and safe, parking arrangements are lawful, and any necessary permissions are obtained before the moving day. If there are fragile items, valuable items, or items requiring special handling, you must notify us in advance.

You must not include any illegal, dangerous, or prohibited items in the move. This includes explosives, flammable liquids, corrosive substances, firearms, live animals, perishable goods that may spoil, and any other item subject to restrictions under UK law or transport safety rules. If such items are discovered, we may refuse to move them and may refuse to continue the service if their presence creates a risk.

5. Our Responsibilities

We will use reasonable care and skill in providing the service and will handle your belongings in a professional manner. Our team will aim to complete the work efficiently and safely, using suitable equipment where necessary. We may decide the safest method of moving items based on the conditions at the property, the size and weight of the items, and any access limitations.

6. Liability and Damage

We accept liability for loss or damage only to the extent caused by our negligence, breach of contract, or failure to use reasonable care and skill. We are not responsible for pre-existing damage, wear and tear, hidden defects, or damage caused by items that were inadequately packed, structurally weak, unstable, or unsuitable for moving. Unless otherwise agreed in writing, we do not accept liability for sentimental or indirect loss, loss of profit, missed deadlines, or consequential damages.

Where damage is alleged, you must notify us within a reasonable time and provide clear evidence of the issue. We may inspect the item, request photographs, and seek to determine whether the damage was caused during the service. If liability is accepted, our remedy may include repair, replacement, or a reasonable financial settlement, depending on the circumstances and the extent of the loss.

Any claim for loss or damage may be limited by law and by the terms of any insurance arrangement we maintain. Nothing in these terms limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.

7. Waste Regulations and Disposal

Where our service includes disposal, clearance, or removal of unwanted items, all waste handling will be carried out in accordance with applicable UK waste regulations. We will only transport and dispose of waste at authorised facilities or through lawful disposal routes. Customers must not ask us to dispose of restricted, hazardous, or contaminated materials unless this has been expressly agreed and legally permitted.

If you ask us to remove waste items, you confirm that you have the legal right to arrange disposal of those items and that they are not subject to special handling requirements unless disclosed in advance. We may refuse waste that is unsafe, unlabelled, improperly packaged, or suspected to contain hazardous substances. We may also charge additional fees for sorting, loading, or disposing of waste that was not declared at the time of booking.

We may issue relevant waste transfer documentation where required. You agree to provide accurate information about the nature of any waste removed. If the load includes reusable goods, mixed waste, or materials requiring separate handling, we may sort or separate items in a lawful manner as part of the service. You must not leave behind waste that could create a health, safety, or environmental risk without telling us beforehand.

8. Delays, Access Issues, and Unforeseen Circumstances

We are not liable for delays or failure to perform the service where this is caused by events beyond our reasonable control. These may include severe weather, road closures, accidents, traffic disruption, industrial action, illness, vehicle breakdown, property access problems, or delays caused by third parties. In such cases, we will use reasonable efforts to continue the service or rearrange it where possible.

If our team is unable to access the property or complete the move because access details are inaccurate, parking is unavailable, the property is not ready, or there is no authorised person present to give instructions, we may charge for wasted time and any associated costs. Additional waiting time may also be charged if the delay is caused by circumstances at your premises or by your failure to prepare for the move.

We may stop work if continuing would be unsafe, unlawful, or likely to damage property. If this happens, we will discuss reasonable options, which may include a revised schedule, partial completion, or cancellation of the remaining work. Any additional charges will be based on the actual time and resources used, unless the issue arose from our own fault.

9. Insurance, Storage, and Risk

Risk in the goods remains with you until they are loaded, and then transfers according to the service arrangements and the actual circumstances of the move. If temporary storage is agreed, separate storage terms may apply. You should ensure that any items stored with us are properly itemised and that you understand any applicable storage charges or time limits.

We may carry insurance relating to our business activities, but this does not replace your own insurance arrangements for high-value items unless we have agreed otherwise in writing. You should consider arranging additional cover if the total value of your belongings is significant or if any items are especially fragile, rare, or expensive. We are not responsible for underinsurance arising from your failure to obtain suitable cover.

If we store items temporarily due to access problems, delays, or your request, we will take reasonable care of those items, but the storage period, collection arrangements, and any extra fees will be confirmed separately. Items left uncollected after a reasonable period may be dealt with in accordance with any written storage agreement and applicable law.

10. Governing Law and General Terms

These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales. Any dispute arising out of or in connection with the service, quotation, booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless another jurisdiction applies by mandatory law.

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right or remedy shall operate as a waiver of that right or remedy. These terms, together with any written quotation or booking confirmation, form the entire agreement between you and us in relation to the service.

We may update these terms from time to time to reflect legal, operational, or business changes. The version in force at the time of your booking will normally apply to that booking unless a later written version has been agreed. By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions for our removal services.