Terms and Conditions for Removals Services

These Terms and Conditions apply to the provision of domestic and commercial removals services, including packing, loading, transport, unloading, and related ancillary services. By making a booking, requesting a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before confirming any removals service or related arrangement. If you do not agree with any part of these terms, you should not proceed with the booking.

In these terms, references to “we”, “us”, “our” mean the removals provider, and references to “you”, “your” mean the customer who instructs the service. These terms apply to all standard moving services, whether for a house move, office relocation, storage transfer, or a one-off collection and delivery. They are intended to set out the rights and obligations of both parties in a clear and fair way.

These terms are designed to support a transparent removals agreement and to reduce misunderstandings before, during, and after the job. They should be read together with any written quotation, booking confirmation, inventory, or service notes issued in connection with your move. Where there is any conflict, the specific written quotation or confirmation will take priority over these general terms.

1. Booking Process

A booking is only confirmed once we have received the required information, issued a quotation or estimate, and you have accepted it in writing, by email, or through another agreed method. A tentative date may be held temporarily, but it will not be treated as secured until the booking is formally accepted and any required deposit or advance payment has been made. We reserve the right to decline a booking if the details provided are incomplete, misleading, or outside the scope of our available services.

Information Required

To provide an accurate quote and suitable vehicle or team allocation, you must supply relevant details including, where applicable:

• the pickup and delivery addresses;
• the preferred moving date and estimated time window;
• the type and approximate volume of items to be moved;
• whether packing, dismantling, or reassembly is required;
• access conditions such as stairs, lifts, parking limits, or loading restrictions;
• any items requiring special handling, including fragile, heavy, or high-value goods.

Any quote is based on the information you provide. If the actual circumstances differ materially on the day of the move, we may need to revise the price, alter the service, or reschedule the work. This is particularly important for a removals company offering fixed-price or time-based services, where the scope of work must be understood accurately in advance.

2. Service Scope and Customer Responsibilities

Unless expressly agreed otherwise, our service includes loading, transport, and unloading of agreed items only. Packing materials, full packing, dismantling, reassembly, storage handling, and specialist lifting are additional services and will only be supplied if included in the quotation or agreed later in writing. We may refuse to move items that are unsafe, illegal, hazardous, or beyond the limits of our equipment or insurance cover.

You are responsible for ensuring that all items are adequately packed, labelled, and ready for movement unless we have agreed to provide a packing service. It is your responsibility to protect vulnerable items and to inform us about anything that may require extra care. You must also ensure that pathways, entrances, and parking arrangements are available or authorised for use on the day.

You must obtain any permissions, permits, building approvals, or parking dispensations needed for access or loading. We may assist by advising on practical requirements, but responsibility remains with you unless we have expressly agreed to manage such matters. If access is delayed or prevented due to missing arrangements, additional charges may apply.

3. Payments

Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed, charges may include a deposit, a balance due before unloading, or payment on completion. All invoices must be paid in the agreed currency and by the agreed method. We accept no responsibility for delays caused by late payment or failed transactions.

Price Changes and Additional Charges

We may charge extra where the work differs from what was originally agreed, including:

• additional items not disclosed at the time of booking;
• extra waiting time caused by access problems or delays;
• unforeseen stairs, long carries, or parking restrictions;
• changes to the collection or delivery location;
• requests for out-of-hours work or same-day amendments;
• additional labour, equipment, or packing materials.

Any applicable taxes, fees, or third-party charges will be shown where reasonably possible. If a payment is overdue, we may charge interest and reasonable recovery costs to the extent permitted by law. Title to any goods supplied by us, including packing materials, does not pass until full payment has been received.

4. Cancellations, Rescheduling, and Delays

If you wish to cancel or reschedule a moving service, you must notify us as early as possible. The amount of any cancellation charge will depend on the notice provided, the stage of preparation, and any costs already incurred. Deposits may be non-refundable where reasonable administrative or scheduling costs have been committed to your booking.

We may cancel or reschedule a booking where events beyond our control make performance impractical or unsafe, including severe weather, road closures, vehicle breakdown, staff illness, or failure by third parties to provide access. In such cases, we will use reasonable efforts to offer an alternative date or suitable replacement arrangement. Our liability for delays caused by such events is limited as set out in these terms.

If the move cannot proceed because you or your representatives are not present, are not ready, or have failed to provide necessary access information, we may treat the booking as cancelled or aborted and charge for the time, travel, and resources already used. This applies equally to a removals service booked for a specific time slot or for a whole-day schedule.

5. Liability and Claims

We will take reasonable care when handling your belongings, but you acknowledge that removals involve inherent risks such as movement in transit, handling of bulky items, and exposure to changing conditions. Our liability is limited to loss or damage caused by our negligence, breach of contract, or failure to exercise reasonable care and skill. We do not exclude or limit liability where it would be unlawful to do so.

We are not responsible for pre-existing damage, wear and tear, defects in items, or damage caused by inadequate packing by you, unless we expressly agreed to pack those items and the damage resulted from our negligent packing. We are also not liable for damage to items that were hidden, unstable, improperly secured, or not disclosed as fragile or valuable.

Where loss or damage occurs, you must notify us as soon as reasonably possible and, in any event, within a reasonable period after the move. Supporting evidence, such as photographs, an inventory, and proof of value or purchase, may be required. We may inspect any damaged item before agreeing a remedy. Our remedy may include repair, replacement, or a reasonable monetary settlement, depending on the circumstances and legal requirements.

Excluded Losses

To the fullest extent permitted by law, we are not liable for indirect or consequential losses, including loss of profit, loss of business, emotional distress, or missed opportunities arising from delay or interruption. Nothing in these terms affects your statutory rights as a consumer where applicable.

6. Waste Regulations and Disposal

If you ask us to remove unwanted items, packaging, or rubbish as part of the job, you acknowledge that such waste must be handled in compliance with applicable waste legislation and carrier obligations. We will only remove waste where it has been agreed in advance and where the nature of the waste is lawful, safe, and suitable for collection. We may refuse waste that is hazardous, regulated, contaminated, or not properly described.

All waste remains your responsibility until it has been lawfully transferred to an authorised facility or disposal route, unless the waste was created by us during the performance of our service and we have agreed to remove it. You must not ask us to dispose of illegal goods, hazardous substances, chemicals, asbestos, clinical waste, batteries, gas cylinders, or any item requiring specialist treatment unless we have specifically consented and have the necessary arrangements in place.

You confirm that any waste presented for removal is correctly described and separated where required. If prohibited or misdescribed items are discovered, we may suspend the service, remove only the lawful items, or return the prohibited waste at your cost. Additional charges may apply for sorting, containment, or lawful disposal. We may also record details of waste transfers in accordance with regulatory requirements.

7. Insurance and High-Value Goods

We maintain insurance cover appropriate to the nature of our services, but our cover is not a substitute for your own protection where valuable items are concerned. You should check whether your home, contents, business, or travel insurance provides cover during a move. If items are unusually valuable, rare, antique, or irreplaceable, you must tell us in advance so that we can confirm whether enhanced handling or additional cover is available.

Unless separately agreed in writing, jewellery, cash, documents, precious metals, artwork, collectibles, passports, and similar high-value items should be transported by you personally. We may refuse to carry such items if they are not adequately declared or if the level of risk is disproportionate. Any agreed valuation or additional cover will be subject to specific terms and any required declarations being fully accurate.

8. Behaviour, Safety, and Access

You must ensure that the work environment is safe for our staff and any subcontractors. We may refuse to continue work if we consider that conditions are dangerous, abusive, or unlawful. This includes aggressive behaviour, unsafe pets, exposed hazards, poor lighting, defective flooring, or blocked access routes. If we suspend or end the job for safety reasons caused by your acts or omissions, you will remain liable for costs already incurred.

9. Complaints and Dispute Resolution

If you have a concern about our service, you should notify us promptly with full details so that we may investigate. We may ask for photographs, timestamps, inventories, or other evidence. We aim to resolve issues fairly and efficiently, and you agree to allow us a reasonable opportunity to inspect or remedy a problem before taking further action, where this is practical and lawful.

If a dispute cannot be resolved directly, the parties should attempt to settle it through good-faith negotiation. Nothing in these terms prevents either party from seeking legal advice or pursuing a claim through the courts where necessary. Any time limits or procedural requirements imposed by law remain applicable.

10. Governing 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 will have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.

11. General Provisions

We may update these terms from time to time to reflect changes in law, operational practices, or service structure. The version in force at the time of your booking will apply to that booking unless a later version is expressly agreed. No waiver of any term shall be effective unless made in writing. Failure by either party to enforce a term on one occasion does not constitute a waiver of that term for future occasions.

These terms constitute the entire agreement between the parties in relation to the relevant removal services, except where a separate written agreement states otherwise. No person who is not a party to the agreement shall have any right to enforce its terms under the Contracts (Rights of Third Parties) Act 1999, unless expressly stated otherwise. By confirming your booking, you acknowledge that you have read, understood, and accepted these terms.