Terms and Conditions for Removal Services

These service terms and conditions set out the basis on which the removal company provides domestic and commercial moving services in the United Kingdom. By making a booking, the customer agrees to these terms, which are designed to explain how the removals service operates, what is expected from both parties, and how issues are handled if circumstances change. The intention is to keep the arrangement clear, fair, and practical for all parties involved.

In these terms, references to “we”, “us”, and “our” mean the removal company, while “you” and “your” refer to the customer, sender, recipient, or any person acting with authority on the customer’s behalf. These terms apply to the provision of moving, packing, loading, unloading, transport, and related services supplied under the agreed booking. Any additional services are only included if confirmed in writing or expressly agreed at the time of booking.

We reserve the right to update these terms from time to time. The version that applies will be the one in force when your booking is accepted, unless a later version is expressly agreed in writing. If any provision is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect to the extent permitted by law.

Booking Process

A booking is normally created when you provide the details of the move, including the collection and delivery addresses, access conditions, preferred dates, inventory information, and any special requirements. An estimate or quotation may be based on the information you provide, and it is your responsibility to ensure that these details are accurate and complete. If the information changes before the move, you must tell us as soon as possible so we can review the booking and, where necessary, revise the price, timing, staffing, or vehicle requirements.

A booking is not confirmed until we have accepted it and, where required, received any deposit or initial payment. We may issue a written confirmation setting out the agreed date, estimated duration, service scope, and any assumptions or exclusions. If we carry out a pre-move survey, the quotation may be adjusted following inspection of the property, the volume of items, access restrictions, parking issues, or any items requiring specialist handling. A removal booking may also be subject to availability, especially during busy periods.

You must be ready for collection at the agreed time and ensure that all items intended for transport are packed and available unless packing is included in the service. If we are unable to access the property, or if the premises are not ready for work to begin, waiting time, aborted attendance, or rebooking charges may apply. We may refuse to move items that are unsafe, prohibited, improperly packed, or likely to cause damage due to their condition.

Payments and Charges

Unless otherwise agreed, our charges are based on the quotation, the actual services provided, and any additional work requested or required on the day. Pricing may be fixed, hourly, or based on other agreed commercial terms. All quoted prices are exclusive of any items specifically stated as extras, including but not limited to packing materials, dismantling, reassembly, storage, long carries, multiple trips, congestion, parking fees, or specialist handling.

Payment terms will be confirmed in the booking details or invoice. We may require a deposit to secure the booking, with the balance due before the move starts, on completion, or within a stated period after invoicing, depending on the agreed arrangement. If payment is not made on time, we may suspend the service, retain goods in accordance with our lawful rights, charge interest where permitted, and recover reasonable costs incurred in collecting overdue sums. Any removals company charges must be paid in full unless a formal dispute is raised in good faith and supported by evidence.

Where the move involves items with value beyond ordinary household goods, or where there is an increased risk due to fragility, specialist equipment, or difficult access, we may require prior notice and may apply an additional charge. If you request services outside the original scope, such as extra labour, packing support, storage, or redelivery, these will be chargeable at our applicable rates. Quotes are usually based on the assumptions stated in writing and may change if those assumptions prove inaccurate.

Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving notice in writing or by another method we accept. The amount of notice required and any cancellation fee will depend on how much time remains before the scheduled service date and on whether resources have already been allocated. Where a booking is cancelled at short notice, we may charge a reasonable fee to cover administration, lost time, labour allocation, and unrecoverable costs.

If you postpone the service, we will try to offer an alternative date, subject to availability. However, rebooking is not guaranteed, and any revised date may be subject to updated pricing if costs or operational requirements have changed. If we are delayed by circumstances outside our control, including traffic, weather, road closures, access difficulties, or events affecting the wider transport network, we will make reasonable efforts to keep you informed and to complete the service within a reasonable time.

If we have to cancel due to operational reasons, vehicle breakdown, staff illness, safety concerns, or other unavoidable issues, we will notify you as soon as reasonably practicable and may offer an alternative date or a refund of any prepaid amount for services not yet delivered. We will not be liable for indirect losses resulting from cancellation or delay, except where liability cannot lawfully be excluded. Your statutory rights as a consumer, where applicable, are not affected.

Liability and Customer Responsibilities

We will exercise reasonable care and skill in carrying out the removal service. However, because moving goods can involve inherent risks, you are responsible for ensuring that items are suitably packed unless packing has been agreed as part of the service. Fragile items, loose parts, and goods requiring special handling should be clearly identified in advance. We are not responsible for damage caused by inadequate packing, hidden defects, inherent weakness, or items that are not fit for transport.

You must make sure that goods are lawfully owned or that you have permission to move them. You are also responsible for obtaining any building access permissions, parking permissions, permits, or instructions needed for the move unless we have expressly agreed to arrange these on your behalf. Any delays or losses caused by incorrect instructions, inaccurate inventories, or failure to obtain required permissions may be chargeable to you. You should remove personal data from devices and secure confidential information before the move begins.

Our liability for loss or damage, whether arising in contract, negligence, or otherwise, will be limited to the extent permitted by law and may be further limited by the value declared and the level of service agreed. We are not liable for loss of earnings, business interruption, emotional distress, or any indirect or consequential loss. 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 lawfully be excluded under UK law.

Waste Regulations and Prohibited Items

Where the service includes removal of unwanted items, we will only handle waste in accordance with applicable waste regulations, including relevant UK environmental and transport requirements. You must tell us in advance if any items are to be treated as waste, reused, donated, recycled, or disposed of. We may refuse to remove waste that is hazardous, contaminated, illegal to transport, or not described accurately at the time of booking. Any disposal work may be subject to separate terms and additional charges.

We do not accept responsibility for waste incorrectly described by the customer. If an item is presented as ordinary waste but is later found to contain hazardous materials, confidential material, electrical risks, batteries, chemicals, pressurised containers, asbestos, or other controlled substances, we may stop work immediately, isolate the item where safe to do so, and seek further instructions. You remain responsible for any costs, penalties, clean-up work, or losses caused by incorrect description or non-disclosure.

It is your responsibility to ensure that any waste presented for collection is genuinely your property or is lawfully held with the right to dispose of it. We may require confirmation of the nature of the load before proceeding. If the load includes items requiring special treatment under environmental law, we may only proceed where the law allows and where appropriate arrangements have been made. In some cases, we may decline the work rather than risk non-compliance.

Storage, Access, and Uncollected Goods

If storage is required, whether short-term or longer term, it will only be provided if agreed in writing and may be subject to separate storage terms, charges, and insurance conditions. The goods may be stored in shared or secure premises depending on availability and the nature of the arrangement. You must provide accurate item details and notify us of any items requiring special conditions, such as temperature sensitivity, fragility, or high value.

If we are unable to complete delivery because you are unavailable, the destination is inaccessible, or instructions are not provided, we may place the goods into storage or return them to a safe location at your cost, subject to our rights under law. Charges may continue to apply while the goods remain in our care. If goods remain uncollected after reasonable notice, we may exercise lawful rights in relation to storage fees and disposal or sale, following any required process.

Where access issues arise at either property, including narrow stairways, lifts, restricted parking, unstable surfaces, or unsafe conditions, we may make reasonable adjustments to the service, charge for additional labour, or reschedule where necessary. We may refuse to continue if doing so would expose staff, the public, or property to unreasonable risk. Any decision taken in the interests of safety will not be treated as a breach by us.

Complaints, Force Majeure, and Governing Law

If you have a concern about the service, you should notify us as soon as possible after the issue arises and provide reasonable details and evidence. We may ask for photographs, a written description, or other information to assess the matter. We will review complaints fairly and may offer repair, replacement, partial refund, or another reasonable remedy where appropriate and consistent with our legal obligations. This does not limit any rights you may have under consumer law.

We will not be liable for any failure or delay caused by events beyond our reasonable control, including but not limited to extreme weather, fire, flood, strikes, transport disruptions, accidents, utility failures, civil disorder, acts of government, or other force majeure events. Where such events occur, performance may be suspended for the duration of the event, and the parties will work together in good faith to agree a revised arrangement. Any payment already made may be applied to services already provided.

Governing law: These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. By booking a removal company service or any related removals and waste collection service, you confirm that you have read, understood, and accepted these terms.