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 throughout the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to make the process clear, fair, and legally compliant. They apply to all quotations, reservations, and completed services unless we agree otherwise in writing. In these terms, references to “we”, “us”, and “our” mean the removal company, and “you” or “the customer” means the person requesting and paying for the service.

Our services may include loading, transporting, unloading, furniture handling, packing, and related assistance as agreed in the booking. A removal service can vary depending on the size of the property, access conditions, number of items, distance to be travelled, and whether additional labour or equipment is needed. We reserve the right to decline work that is unsafe, unlawful, or materially different from the information provided at the time of booking.

These terms are intended for general service use and should be read carefully before confirming a booking. If any part of these terms is unclear, the customer should raise the issue before the service date. Continued use of our removal services constitutes acceptance of the latest version of these terms.

The booking process begins when the customer submits details of the move, including the pickup and delivery addresses, approximate inventory, preferred dates, access arrangements, and any special requirements. We may provide an estimate or quotation based on the information supplied. Quotations are usually valid for a limited period and may be revised if the scope of work changes or if the information provided is inaccurate or incomplete.

A booking is only confirmed once we have accepted the request and, where applicable, received a deposit or written confirmation. We may ask for photographs, a video survey, or a detailed item list before confirming the service. This helps us assess the vehicle size, staff requirements, and time needed for the move. Customers must ensure that all relevant information is correct and up to date. If the circumstances differ from those disclosed, additional charges may apply, or the service may need to be rescheduled.

By confirming a removal booking, the customer agrees that they are authorised to arrange the work at the specified premises and that they have the right to move the goods concerned. If access restrictions, parking limits, or building rules affect the service, the customer must notify us in advance. We are not responsible for delays caused by the failure to provide accurate booking information.

Payment terms depend on the nature of the service and will be confirmed in the quotation or booking summary. Unless agreed otherwise, payment is due on completion of the service. For larger or more complex moves, we may require a deposit in advance, with the balance payable before unloading is completed or immediately after the job has finished. We accept payment only by the methods stated at the time of booking.

All prices are stated in pounds sterling and may be quoted as fixed fees or estimates. A fixed fee applies only to the services and conditions described in the booking confirmation. An estimate may change if the job takes longer than expected, if additional items are added, if waiting time occurs, or if the customer requests extra services. Any extra work requested on the day will be charged at the rates agreed or, if no rate was agreed, at our standard applicable rate.

If payment is not made when due, we may suspend delivery of the service, retain goods in transit where lawful, or charge interest and recovery costs to the extent permitted by law. We may also charge for failed payment attempts, chargebacks, or cancellations made after resources have been committed. Late payment does not affect our right to recover lawful expenses incurred in providing the removal service.

Cancellations must be made as early as possible and in accordance with the notice period stated in the booking confirmation. If the customer cancels a service after we have reserved staff, vehicles, or equipment, we may retain the deposit or charge a cancellation fee to cover our reasonable losses. The amount charged will depend on how much notice is given and whether preparatory work has already been carried out.

If a cancellation is requested on the day of the move, or if we are unable to proceed because the customer is absent, unavailable, or has failed to provide access, this may be treated as a late cancellation or failed attendance. In such cases, the full or partial service fee may remain payable. We are not liable for delays or non-performance caused by circumstances outside our reasonable control.

Where we cancel the service for operational reasons, we will aim to notify the customer as soon as practicable and, where appropriate, offer an alternative date or a refund of any amount paid for undelivered services. Nothing in these terms affects the customer’s statutory rights in relation to services not provided with reasonable care and skill.

Our liability is limited to losses that are foreseeable and directly caused by our breach of contract, negligence, or failure to use reasonable care and skill. We will take reasonable steps to protect the customer’s goods while they are in our possession. However, the customer remains responsible for ensuring that fragile, valuable, or hazardous items are properly identified and, where necessary, separately packed or declared.

Unless agreed in writing, we do not accept responsibility for items of exceptional value such as jewellery, cash, negotiable documents, antiques, fine art, or irreplaceable personal items. The customer should arrange suitable insurance for any goods requiring enhanced protection. Where the customer packs their own boxes or containers, we are not responsible for damage caused by inadequate packing, pre-existing weakness, or hidden defects.

We are not liable for loss or damage caused by improper loading instructions from the customer, ordinary wear and tear, unavoidable vibration in transit, or circumstances beyond our control such as traffic incidents, severe weather, strikes, or public authority action. 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 be excluded under UK law.

All removals must comply with applicable waste and environmental regulations. We will only transport, handle, or dispose of waste where we are legally permitted to do so and where the nature of the material has been disclosed in advance. The customer must not include prohibited items in the move unless we have expressly agreed to collect them and have confirmed that they can be handled lawfully.

Waste may include unwanted furniture, general household items, packing materials, or other refuse arising from the removal process. Where waste collection or disposal is included, the customer agrees that the items transferred are correctly described and segregated if required. It is the customer’s responsibility to ensure that hazardous, clinical, electrical, or controlled waste is identified before the service begins. If such items are discovered unexpectedly, we may refuse to remove them or charge additional fees for lawful handling.

We operate in accordance with relevant UK waste management rules, carrier obligations, and duty of care requirements. Any transfer of waste will be carried out only to authorised facilities or licensed third parties where required. The customer must not ask us to dispose of waste illegally, fly-tip items, or conceal regulated materials. If the customer breaches these rules, we may terminate the service immediately and report the matter to the appropriate authority if necessary.

Customers must ensure that items are ready for collection at the agreed time, with suitable access to the property and any required permissions for parking, entry, or lift use. We may refuse to handle goods that are unsafe to move, excessively heavy without prior notice, or likely to damage property due to poor condition or unstable packaging. The customer should remove personal data from electronic devices before transfer if they are being disposed of or donated.

We will use reasonable care when moving furniture and other possessions, but the customer should protect floors, walls, door frames, and other vulnerable areas where appropriate. If the customer asks us to work in conditions that are unsafe or unsuitable, we may pause or stop the service until the issue is resolved. Any delay caused by incomplete preparation, missed access arrangements, or undeclared items may be charged as waiting time or additional labour.

Risk in the goods may pass to the customer once the items have been delivered to the agreed location or handed over as instructed. If the customer or their representative signs a completion note, delivery record, or inventory, that record may be used as evidence that the service was completed unless the customer raises a written concern within a reasonable time. The customer should inspect goods promptly after delivery and report any apparent damage without undue delay.

We may subcontract part of the service where necessary, provided that the subcontracted work is carried out to an appropriate standard. Any subcontractor used must comply with these terms so far as they relate to the work performed. We remain responsible only to the extent required by law and the agreed scope of service. These terms do not create a partnership, joint venture, or agency relationship beyond the performance of the removal contract.

If a customer fails to pay, breaches waste regulations, provides false information, or behaves abusively or dangerously toward staff, we may suspend or terminate the service without liability for resulting delay or non-completion. In such circumstances, the customer may remain liable for costs already incurred, including labour, vehicle hire, waiting time, and lawful disposal charges. We reserve the right to refuse unsafe, unlawful, or abusive instructions.

Any complaint regarding the service should be raised as soon as possible so that we may investigate and, where appropriate, remedy the issue. Complaints must relate to the actual service provided and should include sufficient detail to allow review of the booking, handling, and delivery process. Nothing in these terms removes the customer’s rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales. If the customer is based elsewhere in the UK, mandatory local consumer protections may still apply, but the contract itself will be subject to the governing law stated here unless we agree otherwise in writing. Any dispute arising out of or in connection with the service shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. Our failure to enforce any right or remedy at any time does not waive that right or remedy. These terms may be updated from time to time, and the version in force at the time of booking will normally apply unless a later change is required by law or agreed by both parties.

By using our removal services, the customer confirms that they have read, understood, and accepted these terms. The agreement between the parties consists of the quotation, booking confirmation, and these Terms and Conditions, together with any written variations agreed before the service date. In the event of any inconsistency, the written booking confirmation will prevail over earlier informal communications to the extent of the inconsistency.