UK Removal Service Terms and Conditions
These Terms and Conditions set out the basis on which we provide removal and associated services within the United Kingdom. By placing a booking, accepting a quotation, or allowing our operatives to begin work, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Contract means the agreement between you and us for the provision of services as described in our written quotation or booking confirmation and governed by these Terms and Conditions.
Goods means the items that are to be moved, transported, stored, packed, or otherwise handled by us as part of the services.
Services means removal, packing, unpacking, loading, unloading, transport, and any related services that we agree to provide.
We, us, our means the removal company providing the services.
You, your means the customer who places the order for the services, whether as an individual, company, or other organisation.
2. Basis of Contract
The Contract is formed when you accept our quotation in writing or verbally and we confirm the booking. Any quotation we provide is based on the information you give us about the properties, access, volume of goods, and any special requirements. If that information is inaccurate or incomplete, we may amend or withdraw the quotation and adjust the price accordingly.
All services are provided subject to these Terms and Conditions, which take precedence over any terms or conditions proposed by you, unless we have agreed otherwise in writing.
3. Quotations and Service Area
Our quotations are normally provided free of charge and may be given following a survey, through photographs, or based on information you supply. Quotations are valid for the period stated on them, or if no period is stated, for 30 days from the date of issue, unless withdrawn earlier.
Quotations include the services specifically listed and are based on normal access conditions and reasonable parking availability at both collection and delivery addresses. Additional charges may apply for restricted access, long carries, stairs beyond what is reasonable, congestion or clean air zones, or moves that extend beyond standard working hours.
We operate throughout the United Kingdom and may undertake moves to or from other regions by prior agreement. Certain remote or restricted areas may attract additional charges to cover travel time, tolls, or other operational costs.
4. Booking Process
To secure a booking, you must confirm that you accept our quotation and these Terms and Conditions. We may require specific information such as full addresses, anticipated moving date, inventory details, and any special instructions or access constraints.
Your booking is only confirmed once we have acknowledged it and, where applicable, received any required deposit or prepayment. Provisional dates are not guaranteed and may be offered to other customers until confirmation is received.
You are responsible for ensuring that all details in the booking confirmation are accurate, including dates, times, addresses, and scope of services. Any changes must be notified to us as soon as possible and may result in additional charges or, in some cases, unavailability of the requested date.
5. Customer Responsibilities
You must ensure that you have the legal right to move the goods and that they are not subject to any third party claims or restrictions. You must arrange suitable access and parking at all relevant addresses, including any permits required by local authorities or building management.
Unless otherwise agreed in writing, you will be responsible for:
Ensuring that all goods are properly packed and ready for loading, where packing is not included in the service.
Securing all valuables, important documents, and fragile items separately, and informing us if any items are of high value or unusual risk.
Disconnecting, defrosting, and preparing appliances such as fridges, freezers, and washing machines before the move.
Ensuring that goods are clearly labelled if they are to be delivered to specific rooms or locations.
Checking all premises at the end of the move to ensure no items have been left behind.
6. Payments and Charges
Unless we agree otherwise in writing, you must pay any required deposit at the time of booking and the balance no later than the working day before the move, or on completion of the services if expressly agreed. We may accept payment by bank transfer, card, or other methods as notified to you.
If payment is not received by the due date, we may cancel or suspend your booking, refuse to begin or continue the move, and charge interest on any overdue sums at the statutory rate. We may also retain possession of your goods until full payment is received and recover from you any costs associated with storage or enforcement.
Additional charges may apply where:
The move takes longer than anticipated due to factors outside our control, including but not limited to delays with keys, waiting for access, or changes to the inventory.
Additional labour, vehicles, or equipment are required because the volume or nature of the goods exceeds that originally quoted for.
Services are requested at short notice, outside standard hours, or on public holidays.
7. Cancellations and Postponements
You may cancel or postpone your booking by giving us written or verbal notice. However, we reserve the right to charge a fee depending on when the cancellation or postponement is made relative to the scheduled moving date.
Typical charges may include:
No charge if you cancel or postpone more than a specified number of working days before the moving date.
A percentage of the quoted price if you cancel or postpone within a shorter period, reflecting the likelihood that we will be unable to reallocate the resources.
Up to the full quoted amount if you cancel on the day of the move or after our team has been dispatched.
Details of applicable cancellation charges will be available on request and may be stated in your quotation or booking confirmation.
If we have to cancel or postpone the move due to circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, accidents, or illness, we will notify you as soon as practicable and arrange an alternative date. Our liability in such cases will be limited to refunding any prepayments for services not provided.
8. Excluded Goods
Unless we have agreed in writing, we will not carry, store, or otherwise handle the following goods:
Explosive, dangerous, hazardous, or illegal items, including but not limited to gas cylinders, fireworks, flammable liquids, and prohibited substances.
Perishable goods or items requiring controlled temperatures.
Animals, plants, or other living organisms.
Cash, jewellery, watches, precious metals, stones, or collections of high value such as art, antiques, or rare items.
Important documents such as passports, title deeds, financial papers, or similar items of high personal or financial value.
If such goods are included without our knowledge, we will not be liable for any loss or damage and may remove or dispose of them at your expense and without notice.
9. Our Liability for Loss or Damage
We will take reasonable care in handling and transporting your goods. Our liability for loss or damage to goods will be limited in accordance with this section and any applicable insurance arrangements stated in the quotation.
We will not be liable for loss or damage arising from:
Inherent defects, natural deterioration, or pre existing damage to goods.
Improper or inadequate packing by you or third parties, where packing services are not provided by us.
Changes in atmospheric or climatic conditions, including damp or condensation.
Wear and tear arising from normal handling during a move.
Loss of or damage to fragile items where no special wrapping or packing has been requested or provided.
Our total liability for any claim arising from a single incident or series of connected incidents will be limited to a specified amount per item or per load, as set out in the quotation or our standard insurance terms. It is your responsibility to obtain additional insurance if the value of your goods exceeds our standard liability limits.
We will not be liable for any indirect or consequential loss, including loss of profit, income, or opportunity, or for any losses arising from delay unless specifically agreed in writing.
10. Claims and Time Limits
You must inspect your goods as soon as reasonably practicable after delivery. Any apparent loss or damage should be reported to our team on the day of the move where possible. In all cases, you must notify us in writing of any claim for loss or damage within a reasonable period after the move, and in any event within the time limit specified in your quotation or insurance documentation.
We may require you to provide evidence of the condition and value of any items claimed for, including photographs, receipts, or other proof. You must give us a reasonable opportunity to inspect any alleged damage before any repair or replacement is undertaken, except where urgent action is necessary for safety reasons.
11. Delays and Time Estimates
Any time estimates we provide for arrival, loading, transport, or completion are given in good faith based on normal traffic and working conditions. We cannot guarantee specific times and will not be liable for delays caused by factors beyond our control, including traffic, road closures, accidents, severe weather, or delays in obtaining keys or access.
If a delay significantly affects the move, we will keep you informed and, where possible, agree practical adjustments. Additional charges may apply if the move extends beyond the agreed hours or requires additional resources.
12. Waste and Environmental Regulations
We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal contractor and will only remove waste or unwanted items where this has been agreed in advance as part of the service.
Any waste collection or disposal will be carried out in line with legal requirements. Certain items, such as electrical equipment, appliances, or construction debris, may require special handling and may incur additional charges. We reserve the right to refuse to remove items that we reasonably believe may breach environmental or waste legislation.
You are responsible for informing us in advance if you require waste removal, furniture disposal, or clearance services in addition to a standard move. If we discover large quantities of waste or prohibited items on the day, we may refuse to move them and may charge for any time lost.
13. Access, Parking, and Property Damage
You must ensure that suitable access and parking are available at all addresses. This includes arranging any necessary permits or permissions in advance. We are not responsible for penalties, fines, or other charges arising from inadequate or illegal parking unless they result from our negligence.
We will take reasonable care to avoid damage to property, including floors, walls, and fixtures. However, where access is difficult or where you request that we attempt to move large or awkward items through tight spaces, we may ask you to confirm that you accept the risk of minor damage. We will not be responsible for damage caused where we have acted with reasonable care in accordance with your instructions.
14. Subcontracting
We may use vetted subcontractors or partner companies to perform some or all of the services. Where we do so, these Terms and Conditions will continue to apply to the Contract, and we will remain responsible for the proper performance of the services.
15. Force Majeure
We will not be in breach of the Contract or liable for delay or failure to perform our obligations if such delay or failure results from events or circumstances beyond our reasonable control. These may include, but are not limited to, extreme weather, natural disasters, war, civil disturbance, industrial disputes, fuel shortages, vehicle breakdowns, or public health emergencies.
16. Data Protection and Privacy
We will process any personal data you provide in accordance with applicable data protection laws. We will use your information to administer your booking, provide the services, manage payments, and handle any enquiries or claims. We may also retain records as required for legal, insurance, or accounting purposes.
17. Complaints
If you are dissatisfied with any aspect of our services, you should raise the issue with our team as soon as possible so that we have the opportunity to resolve it on the day. If the matter is not resolved, you should submit a formal complaint in writing, providing full details of the issue and any supporting evidence. We will investigate and respond within a reasonable timeframe.
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, shall be governed by and construed in accordance with the law of England and Wales. You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim, except that if you are a consumer residing in another part of the United Kingdom, you may also bring proceedings in the courts of your home jurisdiction.
19. General Provisions
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. Our failure to exercise any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
We may update these Terms and Conditions from time to time. The version in force at the time your booking is confirmed will apply to your Contract. You are advised to retain a copy of the Terms and Conditions provided or referred to at the time of booking for your records.
