Removal Company Terms and Conditions

These Terms and Conditions set out the basis on which our removal company provides domestic and commercial moving services in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before arranging a house move, office relocation, furniture transport, or any related removal service.

For the purposes of these terms, references to ???we??�, ???us??� and ???our??� mean the removal company providing the service, and references to ???you??� or ???customer??� mean the person, business, or organisation that makes the booking or receives the service. These terms apply to all standard removals, part-load moves, packing services, loading and unloading assistance, and any associated service agreed in writing.

Our service is based on the information you provide at the time of enquiry and booking. It is your responsibility to ensure that all details are accurate, complete, and up to date, including access arrangements, item lists, parking restrictions, floor levels, dates, times, and any special handling requirements. If the information changes, you must notify us as soon as reasonably possible so that we can assess whether the quotation or schedule needs to be adjusted.

Booking Process

All bookings are subject to availability and become binding only when we confirm them in writing, electronically, or by other agreed means. A quotation is not an automatic booking confirmation. Unless otherwise stated, the quotation will remain valid for a limited period and may change if the scope of work changes, access details are different from those originally supplied, or the move date is altered by you.

When you request a removal service, we may ask for details such as the move date, origin and destination addresses, volume of items, whether packing is required, and any items requiring special care. We may also request photographs, inventories, or a pre-move survey to help us provide an accurate estimate. You agree to cooperate with reasonable requests for information that help us plan and price the removal service properly.

If you accept our quotation, you authorise us to reserve the necessary resources, including staff, vehicles, and equipment. Any deposit or advance payment required to secure the booking will be stated at the time of quotation or confirmation. Where no deposit is required, the booking may still depend on written confirmation from us. We reserve the right to refuse or withdraw a booking if we reasonably believe that the service cannot be delivered safely, lawfully, or within the agreed scope.

Payments and Charges

The price payable for our moving services will be the amount set out in our written quotation or subsequent written agreement. Unless expressly stated otherwise, all prices are exclusive of additional charges arising from changes to the scope of work, waiting time, storage, extra labour, parking penalties, tolls, congestion charges, or access issues not reasonably foreseeable when the quotation was prepared. We will not charge for extras without a fair basis and, where possible, we will explain them before they arise.

Payment terms will be confirmed before the service begins. We may require a deposit, balance on completion, or staged payments for larger or more complex removals. Payment must be made using the methods we specify and by the due date stated on the invoice or confirmation. If payment is late, we may charge interest and recover reasonable costs of collection in accordance with applicable law. Title to any goods supplied by us, if applicable, does not pass until payment is received in full.

Where a quotation is based on an estimate, it may be revised if the actual service differs from the assumptions used to prepare it. This includes, without limitation, additional items, longer carrying distances, difficult access, delays outside our control, or a requirement to use additional vehicles or personnel. We will always act reasonably and try to keep any variation proportionate to the actual change in the job.

Cancellations, Rescheduling and Delays

You may cancel or reschedule your booking by giving us notice in writing. The amount payable on cancellation will depend on the notice period, the stage of preparation, and any non-recoverable costs already incurred. If you cancel shortly before the scheduled date, we may retain part or all of any deposit to cover administrative time, reserved capacity, and pre-arranged resources. Any cancellation charges will be reasonable and proportionate.

We may also need to reschedule or cancel a booking where circumstances beyond our control make performance impractical or unsafe. Examples include severe weather, traffic disruption, vehicle breakdown, staff illness, access restrictions, legal restrictions, or events amounting to force majeure. In such cases, we will use reasonable efforts to agree a new date or alternative arrangement. We will not be liable for losses caused by delays outside our reasonable control, provided we have acted with due care.

Where you are not ready for collection or delivery at the agreed time, or where access is blocked or unsafe, we may charge waiting time, failed attendance fees, or additional costs reasonably incurred. If the move cannot proceed because of incomplete information, unavailable keys, or lack of lawful parking or access, we may treat the booking as delayed or cancelled by you, depending on the circumstances. We will always seek a practical solution first.

Customer Responsibilities

You must ensure that all items handed over for transport are suitable for a house removal or other agreed service. Unless we have specifically agreed otherwise in writing, you are responsible for disconnecting appliances, defrosting fridges and freezers in advance, securing drawers and loose parts, and removing fragile, valuable, or prohibited items from packs or containers as required. If we agree to assist with packing, you must tell us about breakables, hazardous materials, or items needing special protection.

You must not include items that are illegal, dangerous, perishable, flammable, corrosive, explosive, or otherwise unsuitable for transport. This includes, without limitation, gas bottles, fuels, solvents, fireworks, asbestos-containing materials, live plants where prohibited, and any waste that must be handled under specialist rules. If such items are discovered, we may refuse to move them, remove them from a consignment, or terminate the service where required for safety or legal compliance.

You are also responsible for ensuring that any goods you ask us to move are properly owned by you or that you have the right to instruct us to move them. If any third party claims ownership or rights in relation to goods we transport at your request, you agree to indemnify us against reasonable losses, costs, or claims arising from your lack of authority, except to the extent caused by our own negligence or breach of duty.

Liability and Insurance

We will carry out the removal service with reasonable care and skill. Our liability for loss or damage will be assessed in accordance with applicable UK law and the specific terms agreed for the job. We are not responsible for pre-existing damage, ordinary wear and tear, items inadequately packed by you, or loss caused by circumstances outside our reasonable control. You should inspect your goods and property before and after the move and report any apparent issue as soon as reasonably possible.

Where we are liable for direct loss or damage caused by our negligence or breach of contract, our liability may be limited to the reasonable repair cost, replacement cost, or declared value where one has been agreed in advance and paid for. We will not be liable for indirect or consequential losses such as loss of profit, loss of business, emotional distress, or missed deadlines, except where such exclusion is prohibited by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

If you require enhanced protection, you may ask about additional cover or valuation options before the move begins. Any such cover will be subject to the conditions stated at the time of offer. You remain responsible for arranging your own insurance for high-value goods unless we have agreed in writing to provide cover for those items. We strongly recommend that you check whether your household or business insurance remains valid during transit, loading, unloading, and temporary storage.

Storage, Packing and Handling

Where we provide packing, unpacking, storage, or handling services alongside a move, the same general terms apply unless a separate written agreement states otherwise. Items packed by us will be treated with appropriate care based on their fragility, shape, and declared contents. However, unless we expressly state that a particular item was professionally wrapped or specially prepared by us, we cannot accept responsibility for damage caused by the inherent nature of the item or by hidden defects.

If goods are placed into storage, you must ensure they are properly identified and lawful to store. We may require an inventory, and we may refuse items that are unsafe, improperly packaged, or unsuitable for shared storage environments. Any storage period, access conditions, fees, and retrieval procedures will be confirmed separately. If you fail to pay storage charges or collect goods within a reasonable time, we may exercise rights available under the applicable contract or storage law after giving proper notice.

We may use subcontractors or third parties to assist with aspects of the service, including specialist lifting, packing materials, disposal, or temporary storage, provided this does not reduce the standard of care we owe to you. Where a third party is engaged, they may have their own terms governing the specific part of the service, but our contract with you will continue to apply to the overall arrangement unless stated otherwise in writing.

Waste Regulations and Disposal

If the service includes removal of unwanted items, rubbish, packaging, or furniture for disposal, it will be treated as waste only where lawfully transferred to us for that purpose. You must tell us in advance what is to be removed and whether any item may contain hazardous components, electrical parts, refrigerants, batteries, or materials requiring special treatment. We will comply with applicable waste regulations and will only transport, store, or dispose of waste where lawful to do so.

You must not ask us to dispose of regulated waste unless we have expressly agreed to handle it and are legally able to do so. We may require proof that items have been correctly segregated, decontaminated, or prepared for collection. If waste is mixed with general household or office items, or if we suspect unlawful disposal, we may refuse collection or require the items to be separated before proceeding. Any additional sorting, loading, or lawful disposal costs may be charged to you.

Where we provide a waste transfer or disposal service, the transfer of responsibility will occur only to the extent permitted by law and by the documentation we issue. You remain responsible for ensuring that the waste description is accurate. If you fail to disclose that an item is hazardous, contaminated, or otherwise regulated, you agree to indemnify us for losses, penalties, or claims arising from that failure, except where the problem is caused by our own act or omission.

Property Access, Parking and Site Conditions

You must make reasonable arrangements for access at both collection and delivery addresses. This includes ensuring that keys, fobs, lift access, loading bays, parking permissions, and building rules are available at the relevant times. If permits or private parking arrangements are required, you are responsible for obtaining them unless we have expressly agreed in writing to arrange them on your behalf. Delays caused by a lack of access may result in extra charges.

We are entitled to rely on the information you provide about access, road width, stairways, lifts, and any obstacles affecting the move. If the site conditions differ materially from what was described, we may adjust the service, add staff, use alternative methods, or decline to move specific items if doing so would be unsafe. We will act reasonably and take steps to protect property, but we are not responsible for pre-existing site defects or risks not caused by us.

Where necessary, you must ensure that floors, walls, and entry points are protected before the service starts, or agree in writing that we will provide protective measures as part of the job. Any request for special protection, dismantling, reassembly, or hoisting must be agreed in advance. If the service requires additional time because access is slower than expected, the resulting costs may be added to the final invoice on a fair and transparent basis.

Termination and General Terms

We may suspend or terminate the service immediately if you breach these terms, provide false or misleading information, fail to pay sums due, or create a health and safety risk for our staff, subcontractors, or property. If termination occurs because of your breach, you may remain responsible for work already completed, costs already incurred, and any reasonable losses directly caused by the breach. Where we terminate, we will act proportionately and explain the reason where practical.

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing a term shall operate as a waiver of that term. Any variation to these terms must be agreed in writing. These terms, together with the written quotation or confirmation, form the entire agreement between the parties regarding the relevant removal service.

Nothing in these terms creates a partnership, agency, or employment relationship between you and us. You may not assign your rights under the contract without our written consent, but we may transfer our rights and obligations where it is reasonable to do so and does not materially reduce your rights. Headings are included for convenience only and do not affect interpretation.

These terms are governed by the laws of England and Wales, or where applicable, the laws of Scotland or Northern Ireland depending on where the contract is formed and performed. The parties agree that the courts of the relevant part of the United Kingdom shall have exclusive jurisdiction, except where consumer law gives you a right to bring proceedings elsewhere. By using our removal company services, you acknowledge that you have read, understood, and accepted these service terms.