Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which removal services are provided by our company to residential and commercial customers in the UK. By making a booking, confirming a quotation, or allowing our team to commence work, you agree to be bound by these terms. They are designed to create a clear understanding of the responsibilities of both parties, including the scope of work, payment arrangements, cancellation rights, liability limits, waste handling requirements, and the governing law that applies to the contract.

For the avoidance of doubt, references to “we”, “us” and “our” mean the removal company providing the service, and references to “you” and “your” mean the customer who books or receives the service. These terms apply to all standard removals, packing support, loading and unloading services, furniture dismantling and reassembly where agreed, and any related collection, transportation, or disposal activity. If any part of these terms is not acceptable to you, you should not proceed with the booking.

A quotation may be based on information provided by you in writing, by telephone, by email, or through any booking form. The accuracy of that information is important. If the actual volume, weight, access conditions, parking arrangements, or item description differs from what was disclosed, we may need to revise the quotation, adjust the vehicle size, amend the crew allocated, or change the service schedule. Unless expressly stated otherwise, quotations are valid for a limited period and may be withdrawn or updated before booking confirmation.

1. Booking Process

A booking is only confirmed when we have accepted your request and, where required, received any deposit or advance payment requested at the time of reservation. Until confirmation has been issued, no date, time, vehicle, or crew allocation should be treated as guaranteed. We may ask for supporting details to assess the job properly, such as the number of rooms, inventory list, property access, floor level, lift availability, parking restrictions, and any fragile or specialist items.

It is your responsibility to provide full, accurate, and up-to-date information at the time of booking. This includes, where relevant, details of items that may require special handling, such as pianos, antiques, artwork, fitness equipment, or items of high value. If you fail to disclose material information, we may refuse to carry the undisclosed items, revise the service charges, or cancel the booking if the omission makes the service unsafe, impractical, or commercially unreasonable.

We will use reasonable efforts to arrive within the agreed time window, but arrival times may vary due to traffic, weather, delays caused by prior jobs, or circumstances outside our control. Any estimated completion time is an estimate only and not a guarantee. You must ensure that the property is accessible at the arranged time and that keys, access codes, permits, or other arrangements needed to complete the work are ready in advance.

2. Scope of Service

The service provided will be limited to the items and tasks set out in the accepted quotation or booking confirmation. Unless specifically agreed, we do not provide specialist packing materials, dismantling of complex fixtures, electrical disconnection, plumbing work, or installation services. Any additional task requested on the day may be accepted or declined at our discretion and may result in extra charges.

We may, at our discretion, refuse to move items that are prohibited by law, unsafe to handle, or likely to damage the vehicle, premises, or other property. Examples may include hazardous substances, pressurised containers, live ammunition, flammable materials, illegal goods, perishable waste, or items that emit strong odours, leaks, or contamination. If we identify such items during the course of the job, we may suspend the service until the issue is resolved.

Where packing materials are supplied, they remain our property until payment has been made in full, unless otherwise agreed. If you request dismantling or reassembly of furniture, we will use reasonable care, but we cannot guarantee that every item can be dismantled without damage or reassembled to a manufacturer’s original specification. Any pre-existing weakness, instability, or wear in furniture must be disclosed before work begins.

Customers must ensure that any fragile or valuable items are packed securely and clearly labelled. If you prefer to pack your own belongings, you are responsible for choosing appropriate materials and for protecting delicate contents. We do not accept responsibility for damage caused by insufficient packing by the customer, unless the damage is directly caused by our negligence during handling.

3. Prices and Payment

All prices are stated in pounds sterling unless otherwise agreed. Charges may be based on an hourly rate, a fixed fee, a quotation calculated from inventory, or a combination of these methods. The final amount payable may change if the scope of work changes, if the service takes longer than estimated due to circumstances not caused by us, or if additional resources are required.

Unless specifically stated in the quotation, prices are exclusive of any applicable taxes, parking charges, tolls, congestion-related charges, waiting time, disposal fees, or costs associated with permits and access restrictions. If such costs are incurred in the performance of the service, we may add them to the final invoice. We will normally explain any material variation before or during the job where reasonably possible.

Payment terms will be set out at the time of booking or in the invoice. We may require a deposit to secure the date, and the balance may be due before unloading is completed, on completion, or within a specified period after invoicing. We accept payment by methods communicated at booking, and we reserve the right to decline cash or delayed payment where risk is considered unacceptable.

If payment is not made when due, we may charge interest on overdue sums to the extent permitted by law, recover reasonable collection costs, and suspend further services until outstanding balances are cleared. Title to any goods supplied by us, including boxes or packing materials where applicable, does not pass until full payment has been received.

4. Cancellations and Rescheduling

You may request cancellation or rescheduling in writing or by any method we have agreed to accept for booking changes. Because removal operations are planned in advance and resources are allocated specifically for your job, cancellation charges may apply. These charges will depend on the notice period given, the nature of the booking, and whether any third-party costs have already been committed on your behalf.

If you cancel with sufficient notice, we may refund any deposit in full or in part, depending on our reasonable administrative expenses and any non-recoverable costs already incurred. If you cancel at short notice, fail to provide access, are not ready for collection at the agreed time, or decide not to proceed once the team has been dispatched, we may treat this as a late cancellation and charge accordingly.

If you wish to reschedule, we will try to accommodate a new date, but availability cannot be guaranteed. Any prices originally quoted may need to be reviewed if the new date affects staffing, fuel, vehicle allocation, or market conditions. If we need to cancel or reschedule due to operational issues, adverse weather, vehicle breakdown, staff unavailability, or other events outside our control, we will inform you as soon as reasonably practicable and offer an alternative arrangement where possible.

5. Customer Responsibilities

You must ensure that all items to be moved are properly identified and that any contents not to be moved are removed before our team arrives. You are responsible for securing pets, arranging child supervision, and protecting any items that are not part of the agreed service. You should also make sure the property is reasonably prepared for loading and unloading, including suitable access to entrances, lifts, stairways, and parking where required.

You are responsible for checking that items can pass through doors, hallways, and access routes, and that any dimensions or restrictions have been accurately measured where needed. We are not liable for delays or costs caused by inaccurate measurements, blocked access, or the inability to obtain suitable parking or permits, unless those matters were expressly agreed to be our responsibility in writing.

If you or anyone acting on your behalf instructs us to perform work in a manner that you consider unusual, risky, or contrary to our normal procedures, we may refuse to proceed. We may also decline to move items that appear unsafe, unstable, poorly packed, or likely to cause injury. Our crew has the right to stop work if they believe health, safety, or property risks are present.

During loading and unloading, you or an authorised adult should be present to confirm which items are to be moved and to verify placement of goods on arrival where reasonably possible. If no one is present, we may follow reasonable instructions previously agreed in writing, but we are not liable for misunderstandings arising from absent supervision.

6. Liability and Limitations

We will exercise reasonable care and skill in carrying out the removal service. However, our liability is limited to losses that are foreseeable and directly caused by our proven negligence or breach of contract. We are not liable for indirect, consequential, or economic losses that do not arise naturally from the breach, to the extent permitted by law.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where we are responsible for damage to goods, our liability may be limited to the cost of repair or replacement taking account of age, condition, and depreciation, rather than the cost of new-for-old replacement.

We are not liable for pre-existing damage, wear and tear, hidden defects, or deterioration in goods, nor for damage resulting from items that were already unstable, poorly packed, or inherently fragile. Nor are we liable for losses caused by events outside our reasonable control, including road closures, severe weather, strikes, accidents not caused by us, acts of third parties, or delays in obtaining access.

You must notify us of any damage, loss, or claim as soon as reasonably practicable and in any event within a reasonable time after completion of the service. This enables us to inspect the issue and, where appropriate, investigate promptly. Failure to allow inspection may affect the way a claim is assessed.

7. Insurance and Claims

We maintain insurance cover that is customary for a professional removal company, but the existence of insurance does not mean every claimed loss will be accepted automatically. Claims are assessed in accordance with these terms, the circumstances of the incident, and any evidence provided. You should retain evidence of condition, valuation, and ownership for any items that may be subject to a claim.

If damage is alleged, you must describe the affected item, the nature of the damage, and the circumstances in which it occurred. Where possible, photographs should be taken before any repair or disposal takes place. We may request to inspect the item before agreeing any remedy. We will not consider claims that are speculative, unsupported, or based solely on estimated replacement costs without justification.

Where our liability is established, our preferred remedy may be repair, replacement, or a fair monetary settlement reflecting the actual loss proven. Any settlement will take into account fair wear and tear and any contribution to the loss by the customer, for example where items were inadequately packed or instructions were incomplete.

Claims for loss or damage do not remove your obligation to pay for the service in full when due. Any disputed claim should be handled separately from the payment obligation, unless we expressly agree otherwise in writing.

8. Waste Regulations and Disposal

Where the service includes disposal, collection for recycling, or removal of unwanted items, both parties must comply with applicable UK waste regulations. We will only transport, handle, or dispose of waste in accordance with the law and any relevant licensing requirements. You must not ask us to dispose of hazardous, clinical, electrical, or controlled waste unless we have expressly agreed in writing that we are authorised and equipped to do so.

It is your responsibility to tell us whether any items are waste, reusable goods, or materials requiring special treatment. We may refuse to collect waste that is contaminated, unlawfully mixed, improperly packaged, or not suitable for lawful transport. If we remove waste on your behalf, you confirm that you have the right to dispose of it and that it has not been stolen, fly-tipped, or otherwise unlawfully obtained.

Where appropriate, we may separate items for reuse, recycling, or disposal, but we do not guarantee that all materials can be recycled. Any disposal service is provided subject to the condition that you have accurately described the items. If additional charges arise because waste is heavier, bulkier, or more complex than disclosed, those charges may be added to the invoice.

You agree to indemnify us against losses, fines, penalties, or claims arising from inaccurate descriptions of waste, unlawful instructions, or the presence of prohibited materials not disclosed before collection. This clause does not affect any rights or duties imposed by law that cannot be excluded.

9. Delays, Access, and Force Majeure

We will not be liable for delays or failure to perform where the cause is outside our reasonable control. This includes, without limitation, extreme weather, fire, flood, accidents, labour disputes, theft of vehicles, governmental restrictions, public transport disruption affecting staff, and unexpected access problems at collection or delivery addresses. In such cases, we will take reasonable steps to minimise disruption and keep you informed.

If access is obstructed, if parking is unavailable, if lifts are out of order, or if the destination is not ready to receive goods, we may need to wait, reschedule, or adjust the team size. Waiting time, additional labour, and extra vehicle usage may be charged where they arise from conditions not caused by us. We are entitled to make reasonable decisions about safe loading and unloading practices.

In the event of a force majeure situation, our obligations will be suspended for the duration of the event to the extent performance is prevented or delayed. If the event continues for a prolonged period, either party may be entitled to terminate the affected booking by giving written notice, subject to any lawful charges already incurred.

10. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in exercising a right or remedy shall operate as a waiver of that right or remedy. Any waiver must be confirmed in writing and will apply only to the specific instance referred to.

We may update these terms from time to time to reflect changes in law, business practice, or operational requirements. The version in force at the time of booking will normally apply to your contract, unless a later version is expressly agreed. You should review the terms before each new booking to ensure you are aware of the current conditions.

These Terms and Conditions represent the entire agreement between you and us in relation to the service and supersede any previous discussion, understanding, or representation, whether oral or written, except where fraud or misrepresentation is involved. Any variation must be agreed in writing by an authorised representative of the company.

Governing law and jurisdiction: 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 courts of England and Wales shall have exclusive jurisdiction, except where mandatory law provides otherwise.