Terms and Conditions for Removal Services
These Terms and Conditions set out the basis on which removal services are provided by a UK-based moving company to residential and commercial customers. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and practical arrangement for both parties. These conditions apply to all forms of removals service, including standard home moves, office relocations, furniture transport, and related handling services agreed in advance.
For the purposes of these Terms and Conditions, references to the Company mean the removal company providing the service, and references to the Customer mean the person, business, or organisation placing the booking. The agreement covers the booking process, pricing, payment rules, cancellation rights, liability limits, waste handling, and the governing law that applies in England and Wales. If any part of the service requires additional terms, these must be confirmed in writing before the work begins.
These terms are intended to support a professional house removals or business moving service by making expectations clear in advance. The Customer should read the full document carefully before confirming the booking, as making a reservation constitutes acceptance of the stated conditions. Where there is any conflict between a written quotation and these Terms and Conditions, the written quotation will take precedence only for the specific point it addresses.
All bookings are subject to availability. A quotation may be provided after an enquiry, a site survey, photographs, inventory information, or a description supplied by the Customer. Quotations are based on the details provided at the time and may change if the nature, volume, access, or timing of the job differs from what was originally described. The Company reserves the right to revise the quotation where additional labour, materials, waiting time, parking restrictions, or specialist equipment are required.
To confirm a booking, the Customer may be required to accept the quotation, provide accurate contact and address details, confirm the moving date, and pay a deposit if requested. A booking is not guaranteed until the Company has confirmed it in writing, verbally, or through an electronic booking confirmation. The Customer must ensure that all information given is complete and accurate, including the collection and delivery addresses, access arrangements, item list, and any items requiring special handling.
The Company may rely on the information supplied by the Customer when allocating staff, vehicles, and equipment. If the Customer fails to disclose important information such as restricted access, stairs, long carries, parking limitations, dismantling needs, or the presence of heavy, fragile, or hazardous items, the Company may adjust the service charge, change the planned vehicle size, or refuse to move unsuitable items. Any delay caused by inaccurate information may be charged as additional time.
Payment terms will be set out in the quotation or booking confirmation. Unless otherwise agreed, payment must be made in full on completion of the service or on the schedule specified in writing. The Company may request a deposit at the time of booking to secure the date. Deposits may be non-refundable where stated, especially if the booking has been reserved exclusively and resources have been allocated in advance.
The Company accepts payment by methods notified at the time of booking, and all payments must be made in cleared funds. If payment is due on the day of service, the Customer must ensure that sufficient funds are available and that any authorised payer is present or available to complete the transaction. The Company may suspend or withhold delivery of goods until outstanding sums are paid in full, subject to applicable law.
Where the Customer requests additional services beyond the original scope, including packing, unpacking, dismantling, reassembly, waiting time, storage handling, or extra labour, those services may be charged at the Company’s prevailing rates. Any parking charges, congestion-related costs, tolls, or access-related fees incurred during the performance of the service may also be added where they are reasonably connected to the move and were not included in the original quotation.
Failure to pay on time may result in interest, late payment charges, or recovery action where permitted by law. The Company reserves the right to charge reasonable administrative fees for unpaid invoices and to recover any legal or collection costs incurred in pursuing outstanding sums. Title to any goods moved does not pass to the Company, but the Company may exercise a contractual lien over goods in its possession to the extent permitted by law until payment is received.
Cancellations and postponements must be notified as soon as possible. Unless stated otherwise in the quotation, the following cancellation framework applies: if the Customer cancels more than 14 days before the service date, any deposit may be retained only to cover reasonable administrative and planning costs; cancellations within 14 days may result in a partial charge; and cancellations within 48 hours, or failure to provide access on the day, may be charged up to the full quoted amount where the Company has committed resources and cannot reasonably reallocate them. This approach supports fair treatment for both the Customer and the Company.
The Company may also cancel or reschedule where necessary due to events beyond its reasonable control, including severe weather, vehicle breakdown, road closures, staff illness, civil disruption, or legal restrictions affecting the move. In such circumstances, the Company will use reasonable efforts to rearrange the service for another suitable date. The Company will not be liable for indirect losses caused by a cancellation or delay arising from events outside its control, provided that reasonable steps were taken to minimise disruption.
Customer property and goods will be handled with reasonable care and skill. However, the Customer is responsible for ensuring that items are properly packed unless packing has been included as part of the agreed service. Fragile items, antiques, high-value items, electronics, artwork, documents, jewellery, cash, keys, and personal data should be identified in advance. Unless the Company expressly agrees otherwise in writing, such items remain the Customer’s responsibility and may not be suitable for standard transport conditions.
The Company shall not be liable for loss or damage arising from inadequate packaging, inherent weakness, wear and tear, or defects in the items themselves. Liability is also excluded where loss results from the Customer’s instructions, from concealed defects, from items being left unsecured, or from circumstances outside the Company’s reasonable control. Any claim for damage must be reported as soon as reasonably possible and, where practical, before the goods are used, altered, or disposed of.
Where the Company is legally liable for proven loss or damage, its liability shall be limited to the reasonable repair cost, replacement cost, or value of the affected item, whichever is lower and subject to the terms of any applicable insurance cover. The Company will not be liable for loss of profit, loss of business, emotional distress, indirect loss, or consequential damage. Nothing in these Terms and Conditions excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.
Waste handling and disposal must comply with applicable UK waste regulations. The Customer must not request the Company to move or dispose of waste in a way that breaches environmental law or local authority requirements. Items defined as waste, including unwanted furniture, packaging, appliances, or general rubbish, may only be removed if the service has been agreed in advance and if the Company is licensed or otherwise authorised to carry such waste. The Company may refuse to move items that are contaminated, hazardous, illegal, or unsuitable for transport.
The Customer remains responsible for declaring any items that may be classed as waste or that require special disposal arrangements. This includes electrical goods, fridges, freezers, paint, solvents, chemicals, batteries, gas canisters, fluorescent tubes, sharp objects, and other regulated materials. Where the Company accepts waste for removal, the Customer confirms that they have the lawful right to transfer those materials and that the waste is accurately described. The Company may require additional documentation where necessary to comply with environmental obligations.
Any waste collected in connection with the removal service will be handled in accordance with applicable law, including the duty of care requirements and relevant carriage or disposal rules. The Company may transfer waste only to approved facilities or authorised third parties. The Customer must not place prohibited items among general household goods. If prohibited or misdeclared waste is discovered, the Company may refuse to carry it, remove it at extra cost, or report the matter to the appropriate authority where required.
The Customer must ensure that the property is ready for the service on the agreed date and time. This includes providing safe access, arranging parking where possible, securing permissions from landlords or managing agents if required, and ensuring that items to be moved are clearly identified. Any delays caused by locked premises, unavailable keys, incorrect addresses, or incomplete preparation may be charged as waiting time or additional labour. The Company may also refuse to continue if the site is unsafe or if conditions prevent the service from being carried out properly.
The Customer is responsible for obtaining any necessary permits, permissions, or consents relating to the removal, transport, parking, or handling of goods. If the Customer asks the Company to act on their behalf in relation to access or parking, the Company will do so only where it has agreed to assist and only as an administrative convenience. The Customer remains responsible for the outcome unless the Company has expressly agreed in writing to take responsibility for a specific task.
Where the Company provides packing materials or reusable crates, these remain the Company’s property unless sold to the Customer. The Customer must return any hired or loaned equipment in reasonable condition, fair wear and tear excepted. Charges may apply for missing, damaged, contaminated, or unreturned items. Any storage or holding arrangement linked to the move will be subject to separate written terms unless specifically included in the quoted removal package.
The Company may subcontract part or all of the service to qualified third parties where necessary to complete the work efficiently. The Company will remain responsible for organising the service, but subcontractors may operate under their own procedures provided that these are consistent with the booking and with applicable law. The Customer may not assign the contract to another party without the Company’s written consent, although the Company may assign or transfer its rights and obligations where this does not reduce the Customer’s legal protections.
If the Customer is acting on behalf of a business, landlord, estate, or other organisation, they confirm that they have authority to enter into the contract and to agree to these terms. Where more than one person is named on the booking, each person is jointly and individually responsible for payment and compliance with the agreement. Communications from the Company to one named person will be treated as communication to all persons linked to the booking.
Any complaint should be raised promptly and in good faith, with sufficient detail to allow the Company to investigate the matter. The Customer should take reasonable steps to minimise any loss or further damage. The Company may request photographs, supporting documents, or access to the items in question. Failure to notify a claim in a timely manner may affect the Company’s ability to investigate and may limit any remedy available.
These Terms and Conditions are governed by the laws of England and Wales, and any dispute arising from or connected with the service shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No waiver by the Company of any breach or default shall operate as a waiver of any later breach unless confirmed in writing.
The Company may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking unless a later change is required by law. If a provision is required to be implied by statute, regulation, or mandatory consumer law, that provision shall be treated as incorporated into these terms to the extent necessary. Customers are encouraged to retain a copy of the quotation and booking confirmation for reference.
By proceeding with a booking, the Customer confirms that they have read, understood, and accepted these Terms and Conditions for removal company services. These terms are designed to support a reliable, transparent, and lawful moving process, balancing the interests of the Customer and the Company. They apply equally to office removals, domestic removals, and associated service add-ons where agreed in writing.