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, the customer agrees to these terms in full. They apply to all standard removals, packing support, loading and unloading services, furniture handling, and related transport services arranged with the removal company. The aim of this document is to provide clear expectations for both parties, so that the moving process is handled fairly, safely, and efficiently.

For the purposes of these terms, the words “we”, “us” and “our” refer to the removal company, while “you” and “your” refer to the customer making the booking. The customer must ensure that all information provided at the time of booking is accurate and complete, including access details, item lists, collection and delivery addresses, and any special handling requirements. Where a removal service is booked on behalf of another person, the person placing the booking confirms that they have authority to do so.

These terms apply whether the job is a full house move, office relocation, part-load transport, or a smaller specialist removal. Any additional conditions agreed in writing before the move, such as storage arrangements, fragile-item handling or timed access restrictions, shall form part of the contract. If there is any conflict between these terms and a separate written agreement, the separate written agreement will take priority to the extent of that conflict.

Booking Process

A booking is only confirmed once we have accepted the request and issued a written confirmation, which may be sent by email or other agreed method. Before confirmation, we may ask for details about the property, estimated volume, access conditions, parking availability, floor levels, lift access, and the nature of the items to be moved. This information helps us allocate the correct vehicle, crew size, and equipment. We reserve the right to revise the quotation if the information provided by the customer is incomplete, inaccurate, or materially different from the actual circumstances on the moving day.

Bookings are normally made based on either a fixed quotation or a time-based estimate, depending on the scope of the removal. Where a fixed quotation has been provided, it is based on the information supplied by the customer and remains valid only if those details remain unchanged. Where an hourly or day-rate service is arranged, the final cost will depend on the actual time spent and any agreed extras. The customer accepts that delays caused by access issues, restricted parking, lifts being unavailable, or waiting for keys may affect the total charge.

It is the customer’s responsibility to ensure that the property is ready for the removal team at the agreed time. This includes making sure items are packed unless packing has been separately arranged, walkways are clear, and any necessary parking permissions or permits have been obtained where required. If a move cannot proceed due to the customer’s failure to prepare adequately, we may charge a waiting fee, a call-out fee, or the full cancellation fee, depending on the circumstances. We may also refuse to carry out work that appears unsafe, unlawful, or significantly different from the original booking description.

Payments and Charges

Unless otherwise agreed in writing, payment is due in full on completion of the service and before unloading is finalised, delivery is completed, or goods are released. We may request a deposit to secure the booking, particularly for larger moves, urgent dates, or jobs involving third-party subcontractors. Deposits are non-refundable unless stated otherwise in these terms or in a separate written agreement. Accepted payment methods will be confirmed in advance, and the customer must ensure sufficient funds are available when payment is due.

All prices are quoted in pounds sterling and are inclusive or exclusive of VAT as stated in the written quotation. If VAT applies, it will be shown separately where required. Additional charges may arise for services not included in the original quotation, such as extra labour, long carries, stair carries, packing materials, dismantling and reassembly, storage handling, waiting time, congestion or parking penalties, or disposal of unwanted items. Any such charges will be calculated fairly and, where possible, discussed with the customer before being added to the final invoice.

Where payment is delayed, we reserve the right to charge interest on overdue amounts in line with the Late Payment of Commercial Debts legislation or, for consumer contracts where applicable, to take reasonable steps to recover the debt. The customer will also be responsible for any bank charges, card fees, collection costs, or legal expenses reasonably incurred in recovering unpaid sums. No title to items handled by us shall pass until all amounts due have been paid in full, to the extent permitted by law.

Cancellations, Rescheduling and No-Show Policy

The customer may request cancellation or rescheduling by giving notice as early as possible. Where sufficient notice is provided, we will try to offer an alternative date subject to availability. If a booking is cancelled after confirmation, we may retain the deposit and may charge for any direct costs already incurred, such as vehicle allocation, labour reserved, or materials purchased specifically for the job. The nearer the cancellation is to the scheduled moving date, the more likely it is that a cancellation fee will apply.

If the customer cancels on the day of the move, fails to provide access, is not present when required, or does not make the goods available for collection, we may treat this as a late cancellation or no-show. In such cases, we may charge the full fee or a substantial portion of it, depending on the work booked, the time lost, and the expenses incurred. If we arrive on site and are unable to complete the job due to reasons outside our control, we reserve the right to charge for the attendance and any waiting time already spent.

We may also need to postpone or cancel a booking due to circumstances beyond our reasonable control, including severe weather, traffic disruption, accidents, vehicle breakdown, staff illness, or other operational issues. Where this happens, we will aim to notify the customer promptly and to offer a new date or suitable alternative. Our liability for such disruption is limited to the extent set out in these terms, and we will not be responsible for losses that arise from matters beyond our reasonable control.

Liability, Damage and Customer Responsibilities

We take reasonable care when handling goods, property, and premises, but the customer acknowledges that removals involve inherent risks. The customer should ensure that items are suitably packed, labelled, and protected unless packing has been included in the service. Fragile, valuable, or high-risk items such as glass, antiques, artwork, electronics, and personal documents should be identified in advance. Where such items are moved, the customer may be asked to sign a declaration that they have been packed appropriately or that any special handling instructions have been made clear.

We are not liable for damage or loss caused by matters outside our control, including but not limited to poor packing by the customer, hidden defects in furniture, pre-existing damage, structural weakness, items that are unstable or improperly assembled, or movement of contents within packed boxes. We are also not liable for damage caused by items not being secured in transit when the customer has declined the use of protective packing or securing measures. Any claim for damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after completion of the move.

Our total liability for loss or damage arising from the service shall be limited to the amount recoverable under any applicable insurance policy or, where insurance does not apply, to the amount paid for the specific service giving rise to the claim, except where liability cannot lawfully be limited. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other matter which cannot be excluded by law. The customer must co-operate fully with any investigation, including providing photographs, inventory details, purchase receipts, and evidence of prior condition where available.

Waste Removal and Environmental Compliance

Where the removal service includes disposal of unwanted items, the customer agrees that all waste must be declared in advance and separated from goods intended for transport whenever possible. We will only handle waste in accordance with applicable UK waste legislation and environmental requirements. This includes ensuring that waste is transferred only to authorised facilities or licensed waste carriers and that appropriate records are maintained where necessary. The customer must not ask us to dispose of items unlawfully, secretly, or in a manner that breaches environmental rules.

It is the customer’s responsibility to disclose whether any item contains hazardous, restricted, electrical, or special-category waste, including but not limited to paints, solvents, chemicals, batteries, fluorescent tubes, contaminated materials, or appliances with refrigerants. Such items may require separate handling, specialist disposal, or refusal of service. If undeclared hazardous waste is discovered during the move, we may suspend the job, charge additional fees, or refuse to transport the item. The customer will be liable for any fines, losses, or third-party claims arising from incorrect or incomplete declarations.

We may require the customer to sign waste transfer documentation or confirm that items removed for disposal are genuinely unwanted and have been authorised for lawful disposal. The customer must not leave controlled waste mixed with general household rubbish unless we have agreed to collect it under a compliant disposal arrangement. We reserve the right to refuse any waste collection that would place us at risk of breaching environmental law, health and safety requirements, or licensing conditions. Any items designated for recycling or donation will be handled at our discretion unless a different written arrangement has been agreed beforehand.

Access, Parking and Site Conditions

The customer must make reasonable arrangements for access to the collection and delivery premises. This includes arranging parking where necessary, providing entry codes or keys, and ensuring that the route to and from the property is reasonably clear. If parking restrictions, narrow access, stairs, shared entrances, or lift limitations increase the time or labour required, we may apply an additional charge where this was not disclosed at the time of booking. The customer should also notify us of any obstacles such as low ceilings, fragile flooring, or restricted loading bays.

If the moving site is unsafe or inaccessible, we may postpone work until the issue is resolved or may withdraw from the site if the risk is significant. Examples of unsafe conditions include exposed wiring, aggressive animals, severe weather conditions affecting safe loading, or surfaces that cannot support the weight of our equipment. We will use reasonable judgment in deciding whether to continue or suspend a job, and the customer accepts that such decisions are made primarily for safety, legal compliance, and the protection of goods and personnel.

The customer is responsible for ensuring that suitable adults are present to give instructions, approve loading choices, and sign any necessary documents. Where a designated representative is used, that person is deemed to have authority to make decisions on the customer’s behalf. If a disagreement arises at the property about what should be moved, packed, or disposed of, we may pause the job until the issue is resolved or until further written instruction is received. Any resulting delay, waiting time, or aborted labour may be chargeable.

General Terms, Governing Law and Final Provisions

We may use subcontractors or third-party service providers to deliver part or all of the service. Where this occurs, they will be instructed to act in accordance with these terms and any relevant legal obligations. The customer may not assign, transfer, or sub-contract their rights or obligations under the contract without our written consent. Any waiver of a right under these terms shall only be effective if given in writing and shall not operate as a continuing waiver unless expressly stated.

If any provision of these terms is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be treated as modified to the minimum extent necessary to make it lawful or, if that is not possible, severed from the remainder of the terms, which shall continue in force. No delay or failure by us to enforce any right shall be taken as a waiver of that right. These terms may be updated from time to time, but the version in force at the time of booking will apply to that booking unless a later version has been expressly accepted by both parties.

These terms and conditions and any dispute or claim arising out of 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 provides otherwise. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms as the basis of the removal service contract.