Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which Colliers Wood removal company services are provided to domestic and commercial customers across the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to these terms in full. They are designed to make the moving process clear, fair, and professionally managed, while protecting both the customer and the service provider.

For the purposes of these terms, references to “we”, “us” and “our” mean the removal company, and references to “you” or “the customer” mean the person, business, or organisation arranging the service. These terms apply to all standard moving services, including loading, transport, unloading, and any agreed associated handling tasks. They also apply where a removal service in Colliers Wood is arranged alongside packing, storage handling, disposal, or item collection work.

Nothing in these terms is intended to remove or limit your statutory rights under UK consumer law. If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue to apply. We may update these terms from time to time, and the version in force at the time of your booking will normally govern the contract unless otherwise agreed in writing.

1. Booking Process

A booking with our removal company in Colliers Wood is usually made after the customer requests a quote and we confirm the scope of work. Quotes may be based on information you provide, including the size of the property, the volume and type of items, access conditions, parking arrangements, dates, floors, and any special handling requirements. You must ensure that all information supplied is accurate and complete. If the details change before the move date, the quote and service plan may be revised accordingly.

A booking becomes binding once we have issued written confirmation and, where required, received any deposit or advance payment. Confirmation may be provided by email, text message, or another written method. The confirmed service should match the agreed scope, date, time window, and address details. Any requested changes to the service after confirmation must be agreed by both parties and may affect price, crew size, vehicle allocation, and completion time.

Booking responsibilities

• You must ensure the move date and access details are correct.
• You must inform us of fragile, heavy, valuable, or unusually difficult items.
• You must tell us about restrictions such as stair-only access, narrow entrances, or parking limits.
• You must arrange any required permissions from landlords, building managers, or local authorities.
• You must be present, or appoint an authorised representative, to give instructions on the day.

We reserve the right to refuse or amend a booking where the information supplied is misleading, incomplete, or materially different from the actual circumstances on the day. In such cases, additional charges may apply, or the service may be rescheduled if the original plan cannot be carried out safely and efficiently. If the customer has requested a same-day or short-notice removal service, we will act reasonably to deliver the service, but timing may be affected by traffic, access constraints, or earlier jobs that overrun.

For multi-day or complex moves, we may provide a more detailed service schedule. That schedule is part of the contract where referenced in writing. If any item is being transported as part of a shared load or staged move, we will agree the relevant collection and delivery windows as clearly as possible. However, unless expressly guaranteed, all arrival times are estimates rather than fixed commitments.

We may subcontract parts of the service to trusted carriers or specialist handlers where necessary, provided the overall service quality and contractual responsibilities remain with us. Any subcontractor engaged on our behalf will be expected to follow the same standards of care, legal compliance, and professional conduct as our own staff.

2. Payments and Charges

The price for a Colliers Wood removal service will be confirmed in writing before work begins, unless the job is arranged on a provisional or hourly basis. Prices may be fixed, estimated, or based on an hourly rate plus materials, depending on the nature of the work. Unless stated otherwise, all prices are exclusive of VAT where VAT is applicable. We will make the charging basis clear at the point of quotation or booking confirmation.

Payment terms may include a deposit, balance on completion, or staged payments for longer projects. Any deposit requested is normally non-refundable unless we cancel the service or agree otherwise in writing. The customer must ensure that payment is made by the method and deadline stated in the confirmation. If payment is delayed, declined, or reversed, we may charge reasonable administration costs and suspend further services until the outstanding sums are cleared.

Additional charges may apply if the actual work exceeds the agreed scope. Common reasons include extra items, longer loading times, waiting time, additional floors without lift access, difficult parking, congestion delays, disassembly or reassembly not previously listed, or the need for specialist equipment. If it becomes clear that the original quotation no longer reflects the true amount of work, we will explain the reason for any revised charge before continuing where reasonably possible.

Unless otherwise agreed, payment is due immediately on completion of the service or before the goods are released into delivery, storage, or handover. We may withhold unloading or final delivery where outstanding charges remain unpaid, provided doing so is lawful and reasonable. Any dispute over an invoice must be raised promptly and in good faith, but undisputed sums should still be paid on time.

3. Cancellations, Rescheduling, and Waiting Time

If you need to cancel or change your booking, you must notify us as soon as possible. A cancellation received more than a reasonable notice period before the booked date may be eligible for a full or partial refund of any advance payment, depending on the costs already incurred and the amount of notice given. If cancellation occurs close to the move date, especially after vehicles or staff have already been allocated, charges may be retained to cover losses and administrative costs.

Where a customer fails to provide access, is not present at the agreed time, or is otherwise unable to proceed with the move, this may be treated as a late cancellation or a failed service visit. In such circumstances, we may charge for time spent travelling, waiting, and attempting to complete the work, together with any other reasonable costs. If weather, traffic, or operational issues make the original appointment impractical, we will use reasonable efforts to offer an alternative slot.

We may reschedule or suspend the service where circumstances beyond our control prevent safe or lawful performance. These may include vehicle breakdown, severe weather, civil disruption, accidents, road closures, staff illness, or a legal restriction affecting the move. In these cases, we will act reasonably to minimise inconvenience, but we are not responsible for losses arising from events outside our control, subject always to your statutory rights.

4. Liability and Customer Responsibilities

We will exercise reasonable care and skill when carrying out any removal company service, but our liability is limited to the extent permitted by law. We are responsible for direct loss or damage caused by our proven negligence, breach of contract, or wilful misconduct. We are not responsible for indirect or consequential losses, including loss of profit, missed appointments, or business interruption, unless such exclusion is unlawful.

The customer is responsible for ensuring that items are properly packed unless packing is part of the agreed service. Fragile items, loose fittings, detached mirrors, glass objects, electronics, artwork, and antiques should be declared in advance. Where items are self-packed, we do not accept responsibility for damage caused by inadequate packaging, overfilled boxes, hidden defects, or the inherent weakness of the goods themselves.

You must also ensure that access routes are reasonably safe and that any item requiring special handling is identified before the move begins. We may decline to move items that are unsafe, unlawful, excessively heavy for the available crew, or likely to cause damage to property or risk to persons. If you insist that a potentially unsafe instruction be carried out, we may refuse without liability for any resulting delay.

Our team may disassemble and reassemble furniture only where agreed or where it is reasonable to do so as part of the service. We do not accept liability for pre-existing defects, concealed weaknesses, or damage resulting from items that are already unstable, poorly assembled, or not designed to be dismantled. Where possible, we will note visible pre-existing marks or issues before work starts.

Any claim for loss or damage must be reported to us as soon as reasonably possible and supported with evidence, including photographs where available. Claims should be submitted promptly so that we can investigate while relevant facts remain fresh. If an item is damaged, our liability may be limited to repair, replacement, or a reasonable cash settlement, depending on the circumstances and the terms of any applicable insurance.

5. Waste, Disposal, and Regulatory Compliance

Where the service includes clearance or disposal of unwanted items, we will handle waste in accordance with applicable UK waste regulations. Waste must be transferred, carried, and disposed of only at authorised facilities or through properly licensed routes. The customer must not ask us to dispose of anything that is illegal to transport, store, or discard, including hazardous substances, certain chemicals, asbestos-containing materials, clinical waste, or controlled items unless this has been specifically agreed and lawfully arranged.

Under waste law, the duty of care applies to both parties. We may request details about the nature of the waste, including whether items are reusable, recyclable, or contaminated. If any item is found to be contaminated, prohibited, or inaccurately described, we may refuse to remove it, charge additional handling fees, or end the waste component of the service without liability for any resulting inconvenience. Customers remain responsible for disclosing the true nature of the material to be moved or removed.

When we take waste away as part of a removal service in Colliers Wood, we may issue a record of transfer or disposal where required by law or where it forms part of the agreed documentation. Items collected for reuse, recycling, or disposal will be handled in a lawful and environmentally responsible manner. We do not guarantee that every item will be recycled, reused, or broken down in a particular way, as this depends on condition, sorting, and legal disposal routes.

6. Delivery, Storage, and Uncollected Goods

If your goods are being delivered to a new address, you must ensure someone is available to receive them. If there is no one available, or if access is refused, we may place items into temporary holding, return them to storage, or reattempt delivery at your cost. Any storage arrangement, even if short term, will be subject to a separate or supplemental agreement where applicable.

Items left uncollected, refused, or abandoned after reasonable notice may be treated in accordance with applicable legal procedures. We will attempt to contact you through the agreed communication channel before taking further action. If goods remain unclaimed, you may be liable for storage, handling, return transport, or disposal charges, provided such steps are lawful and proportionate.

Where goods are delivered to a communal, commercial, or managed property, we may require the customer or authorised representative to sign for receipt or confirm completion. Once goods are handed over at the agreed point, responsibility may pass to you unless otherwise stated in writing. Please inspect items as soon as reasonably practicable after delivery and notify us of any obvious issues promptly.

7. Complaints, Governing Law, and Final Provisions

If you believe there has been a problem with the service, you should raise it promptly so we can investigate and, where appropriate, put matters right. We may request evidence, access to the affected item, and reasonable cooperation to assess the issue. Nothing in these terms prevents you from exercising any rights available under UK law.

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If the customer is based elsewhere in the UK, this governing law clause will still apply to the contract to the fullest extent permitted by law.

We may assign or transfer our rights and obligations under the contract to another competent provider if reasonably necessary to deliver the service. You may not transfer your rights or obligations without our written consent. Any failure by us to enforce a provision immediately does not waive our right to do so later. These terms represent the entire agreement between the parties unless a written variation has been agreed.

This legal page is intended to be read alongside any quotation, booking confirmation, or service note provided for the specific job. In the event of a conflict, the written booking confirmation will normally prevail over these general terms, except where required by statute. By proceeding with a booking for a removal company in Colliers Wood, you confirm that you have read, understood, and accepted these Terms and Conditions.