Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which removal services are provided by a professional removal company to residential and commercial customers. By making a booking, the customer agrees to these terms, which are designed to create a clear and fair arrangement for both parties. They apply to quotations, confirmed bookings, packing support, loading, transport, unloading, and any associated moving services agreed in writing. For the avoidance of doubt, these terms are intended to operate as a legal service page and do not form a guide or advice document.

The customer should read these terms carefully before confirming a booking. Any variation to these terms must be agreed in writing by both parties. If there is any inconsistency between a written quotation and these Terms and Conditions, the written quotation will take priority only for the specific item or service stated, unless otherwise agreed. References to “we”, “us”, and “our” mean the removal company providing the service, and references to “you” or “the customer” mean the person or business instructing the service.

These terms are intended to be practical and transparent, whether the customer is arranging a house move, office relocation, or another form of moving service. They set out the obligations each party must follow in relation to booking, payment, cancellation, liability, waste handling, and the law governing the contract.

1. Booking Process

A booking is only confirmed when we have accepted the customer’s request and provided written confirmation, which may be by email or another durable format. Quotations may be provided after a site survey, video survey, inventory list, or customer description of the items to be moved. Any quotation is based on the information supplied at the time and may be revised if the actual circumstances differ materially from those described.

To make an accurate booking, the customer must provide complete and truthful information about the property, access, parking, floor level, lift availability, item quantities, special handling needs, and any restrictions that may affect the work. This includes details of heavy, fragile, valuable, or awkward items, and whether disassembly or reassembly is required. A removal services booking may be adjusted if such details are omitted and the revised scope increases time, labour, or equipment requirements.

We reserve the right to decline a booking where the requested service is unsuitable, unsafe, unlawful, or impracticable. The customer agrees that arrival and completion times are estimated rather than guaranteed unless expressly stated otherwise. Delays may occur due to traffic, weather, access issues, prior jobs overrunning, or circumstances outside our reasonable control.

2. Payments and Charges

All prices are stated in the quotation or booking confirmation and may be based on an hourly rate, fixed fee, or a combination of both. Unless otherwise stated, prices exclude unforeseen additional work, congestion, waiting time, parking penalties, storage charges, specialist materials, and third-party fees. Where additional work is required due to inaccurate information or changed circumstances, the customer agrees to pay the reasonable extra charge.

Payment terms will be set out in the booking confirmation. In many cases, a deposit or booking fee may be required to secure the date, with the balance due before unloading, on completion, or within the agreed credit period for business customers. We may require proof of identity or payment authorisation before commencing work. Accepted payment methods, where offered, may include bank transfer, card payment, or another agreed method.

If payment is overdue, we may charge interest and reasonable recovery costs to the extent permitted by law. We may also suspend services, retain goods to the extent permitted by law, or refuse to proceed with delivery until outstanding sums are settled. Any collection or storage arising from non-payment will be at the customer’s cost. Where the customer is a business, invoices must be paid in accordance with the agreed commercial terms.

3. Cancellations, Postponements, and Changes

The customer may cancel or reschedule a booking by giving reasonable notice in writing. Cancellation charges may apply depending on how much notice is provided and whether resources have already been allocated. If a booking is cancelled at short notice, particularly where staff, vehicles, or specialist equipment have been reserved, the customer may be charged a proportion of the total fee or the full fee if the work cannot be reallocated.

If the customer requests a change to the date, access arrangements, inventory, or service scope, we will try to accommodate it where possible, but any change may affect price and availability. We are not liable for loss caused by delay or cancellation where this results from incorrect customer information, failure to provide access, absence of the customer, or inability to complete the work safely.

We may also cancel or postpone a service if weather conditions, vehicle breakdown, staff illness, safety concerns, illegal access, or other matters beyond our reasonable control make performance impracticable or unsafe. In such circumstances, we will act reasonably and may offer a new date or refund any prepaid amount relating to the cancelled element, subject to deductions already incurred where lawful.

4. Customer Responsibilities

The customer must ensure that the property is ready for the agreed service, including clearing hallways, arranging parking where necessary, securing pets, and ensuring that doors, lifts, and access routes are available. The customer must also notify us of any item that requires special handling, including antiques, artwork, pianos, glass, confidential files, IT equipment, or items with sentimental or exceptional value. A removal company cannot safely assume hidden risks.

It is the customer’s responsibility to remove or protect items they do not wish to be moved, and to back up digital data before the move where the service involves electronic equipment. The customer should also ensure that all items are properly boxed, sealed, and labelled unless packing has been included in the agreed service. We may refuse to move items that are packed unsafely or that present a hazard to staff, property, or the vehicle.

The customer confirms that they have the right to instruct the move and that none of the items handed over are prohibited by law or subject to legal restrictions. The customer must not include hazardous substances, illegal goods, firearms, or other dangerous materials unless we have expressly agreed in writing and all legal requirements are met.

5. Liability and Insurance

We will take reasonable care when handling the customer’s goods and property. However, our liability is limited to losses caused by our negligence, breach of contract, or wilful misconduct, and only to the extent permitted by law. We are not responsible for pre-existing damage, normal wear and tear, inherent defects, or deterioration caused by poor packing, weak packaging, or items not suitable for transit.

Unless otherwise stated in the quotation, the customer is responsible for ensuring that items are adequately insured for their full replacement value. Where we hold insurance, the customer acknowledges that any claim may be subject to the insurer’s conditions, excesses, exclusions, and claim limits. It is the customer’s duty to report any apparent damage or loss as soon as reasonably possible and, where required, to provide supporting evidence, photographs, and an inventory.

We shall not be liable for indirect or consequential loss, including loss of profit, loss of business, missed deadlines, or loss of opportunity, except where such exclusion is not allowed by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

6. Waste Regulations and Disposal

Where the service includes disposal, clearance, or removal of unwanted items, both parties must comply with applicable UK waste laws and environmental requirements. We will only dispose of waste in accordance with relevant regulations, including duties relating to licensing, duty of care, transfer notes, and lawful handling of controlled waste. The customer must be clear about whether items are to be moved, stored, donated, recycled, or discarded.

The customer must not ask us to remove materials that are hazardous, contaminated, or illegal to transport or dispose of unless this has been expressly agreed in advance and can be handled lawfully. Items such as chemicals, asbestos, clinical waste, gas cylinders, batteries, oils, and electrical waste may require specialist treatment and cannot be accepted as ordinary household waste. If such items are discovered during a job, we may stop work until instructions are received, and additional charges may apply.

Any goods left for disposal are deemed to be the customer’s responsibility until lawfully transferred to us for disposal or onward handling. Where reuse, donation, or recycling is included, the customer acknowledges that final treatment depends on condition, safety, and legal compliance. We reserve the right to refuse disposal of any item that would breach environmental law or place our staff, vehicles, or premises at risk.

7. Storage, Access, and Delays

If temporary storage is arranged, separate storage terms may apply in addition to these terms. Goods placed into storage may be subject to inventory checks, access procedures, and additional charges. The customer must provide accurate collection and delivery details and must notify us promptly of any change in instructions. Failure to collect goods on the agreed date may result in storage, re-delivery, or administration charges.

Where access is delayed because keys, codes, parking permissions, or building access are unavailable, waiting time may be charged at the applicable rate. We are not responsible for losses caused by poor access planning or by third parties such as landlords, building managers, or neighbours, except where caused by our negligence. If we are required to return at a later time due to access failure, the customer may be charged for the additional attendance.

Any goods left unattended for a prolonged period or without agreed collection may be treated in accordance with applicable law and contractual rights. We will make reasonable efforts to contact the customer before taking any further step, but we may still be entitled to recover costs incurred in safeguarding, transporting, or storing the goods.

8. Complaints, Evidence, and Claims

If the customer believes there has been a problem with the service, they must notify us within a reasonable time and provide sufficient detail to allow an investigation. Claims for loss or damage should include photographs, a description of the item, the nature of the loss, and any relevant documents. We may require inspection of the item and supporting proof that it was handled by us and that the damage was caused during the service.

We will assess all complaints fairly and in good faith. If a claim is upheld, we may choose to repair, replace, compensate, or otherwise resolve the issue at our discretion, subject to legal requirements and the limits of these terms. Any settlement will not exceed the amount reasonably attributable to the damaged or lost item, taking into account age, condition, and depreciation where appropriate.

No claim shall be accepted for damage that was not reported within a reasonable period, unless the law requires a longer period or the customer can show a valid reason for delay. The customer must take reasonable steps to mitigate loss after any incident.

9. Force Majeure and Termination

We shall not be in breach of contract if performance is delayed or prevented by events outside our reasonable control, including severe weather, fire, flood, strike, transport disruption, power failure, civil emergency, or government action. In such cases, our obligations will be suspended for the duration of the event, and we may rearrange the service or terminate the affected portion where necessary.

We may terminate the contract immediately if the customer acts unlawfully, threatens staff, provides misleading information, refuses to pay, or makes the job unsafe or impossible to complete. On termination, the customer remains liable for work already carried out, costs reasonably incurred, and any non-refundable expenses properly agreed in advance.

If either party exercises a right of termination, this will not affect rights or obligations that have already accrued, including payment obligations, liability limitations, confidentiality of business information, and any clause intended to survive termination.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. A failure by us to enforce any right under these terms shall not be treated as a waiver of that right unless confirmed in writing.

These Terms and Conditions represent the entire agreement between the parties relating to the service and supersede any previous discussions or representations, except where expressly incorporated in writing. The customer’s statutory rights are not affected.