Terms and Conditions for Removals Services
These Terms and Conditions set out the basis on which removal services are provided by the Company to the customer. By making a booking, the customer agrees that these terms apply to every house move, office relocation, furniture removal, packing service, loading service, unloading service, and any related work arranged in advance or accepted on the day. The purpose of this page is to explain the service relationship clearly, including how bookings are formed, how payments are handled, what happens if plans change, how liability is limited, how waste is managed, and which law governs the agreement. These terms are intended to be fair and to reflect common practice in the UK removals sector.
A booking becomes valid only when the customer has accepted a quotation or estimate and the Company has confirmed availability. All quotations are based on the information provided by the customer, including the volume of goods, access conditions, parking, number of items, floors, lift access, timing, and any special handling needs. If the information changes, the price or schedule may also change. The customer should provide accurate and complete details so that the removal company can plan the work safely and efficiently. Failure to disclose relevant information may affect the service, the timing, or the final charge.
The Company may provide a fixed price, an hourly rate, or an estimate. Unless explicitly confirmed in writing, all prices are estimates based on the details supplied at the time of booking. The customer is responsible for checking that the booking details, addresses, inventory, dates, and any access instructions are correct. Any agreed special conditions, such as dismantling services, stair carries, waiting time, shuttle vehicles, or storage arrangements, should be recorded at the time of confirmation. The Company may decline or revise a booking where the risk, workload, or access limitations are materially different from what was originally described.
Bookings are usually accepted by email, telephone, or written confirmation through the Company’s chosen reservation process. Once confirmed, the customer enters into a contract for the agreed services on the agreed date, subject to these terms. The customer must ensure that someone authorised to make decisions is available at the start of the job and, where needed, at the end of the job to confirm completion and any additional services requested. If the customer asks the Company to proceed without written instructions, the Company may rely on verbal instructions given by the customer or their representative.
Changes to a booking should be made as early as possible. The Company will try to accommodate amendments to the date, time, inventory, or service scope, but changes are not guaranteed and may depend on availability. If the customer adds items or requests extra work on the day, the Company may charge additional fees at its standard rates or revise the quotation. In some cases, a change may require a new booking. If the customer is not ready to proceed when the team arrives, waiting time charges may apply. The Company may also charge for additional mileage, parking costs, congestion charges, tolls, or similar expenses if these were not included in the original quote.
Payment terms will be confirmed before the service begins. Unless otherwise agreed, a deposit or advance payment may be required to secure the booking, with the balance due on completion or before unloading, depending on the nature of the job. The Company may require payment in cleared funds by bank transfer, card payment, or another accepted method. Late payment may result in the suspension of services, a refusal to unload goods, or the recovery of reasonable debt collection costs where permitted by law. Where the service is priced on an hourly basis, charges are normally calculated from the agreed start time until the team has completed the work and returned to a safe stopping point, including any authorised waiting time.
All prices are shown exclusive of any additional charges unless stated otherwise. Additional charges may apply for heavy or awkward items, long carries, restricted access, specialist handling, parking difficulties, external stairs, or the use of extra staff and equipment. The customer must notify the Company in advance of any items requiring special care, including antiques, artwork, pianos, glass, IT equipment, or hazardous items. If the customer withholds information that affects the work, the Company may adjust the price or withdraw the service where continuing would be unsafe or impractical.
Cancellations and postponements must be made as soon as possible. If the customer cancels after the booking has been accepted, the Company may retain all or part of the deposit to cover administration, reserved time, lost work opportunities, and any preparation already carried out. For cancellations made within a short period before the job date, further reasonable charges may apply. If the Company has already sent vehicles, staff, or equipment to the site, the customer may be liable for travel and labour costs incurred up to that point. If the Company must cancel or reschedule due to reasons beyond its reasonable control, it will try to offer a new date or a refund of amounts paid for work not performed.
For the avoidance of doubt, the customer is responsible for ensuring that access is available and lawful on the day of the move. This includes arranging parking permissions, entry permits, keys, codes, lift access, and any building or management approvals needed for the work. If access is delayed, restricted, or refused, the Company may charge for the resulting downtime or abortive attendance. The customer should also ensure that fragile items are suitably packed unless the Company has specifically agreed to pack them. Where self-packed boxes are used, the Company is not responsible for damage caused by poor packing, overfilled cartons, or unsuitable containers.
Liability is limited to direct loss or damage caused by the Company’s proven negligence or breach of contract. The Company will take reasonable care when handling goods, but it is not responsible for pre-existing damage, wear and tear, hidden defects, inadequate packing, or damage resulting from items being unstable, improperly assembled, or unsafe to move. The Company will not be liable for indirect or consequential loss, including loss of earnings, missed appointments, emotional distress, or loss of business opportunity, except where such exclusion is not allowed by law.
Any claim for damage or shortage should be reported promptly, ideally before the team leaves the delivery address or as soon as reasonably practicable after discovery. The customer should keep packaging, damaged items, and relevant evidence available for inspection. If the Company agrees that it is responsible, it may choose to repair, replace, or compensate for the item, subject to any applicable limits. The customer acknowledges that older or second-hand items may have limited replacement value. Where items are moved at the customer’s request despite a warning from the team, any resulting damage is at the customer’s risk.
The Company is not responsible for delays caused by traffic, road closures, weather, accidents, vehicle breakdowns, public transport disruption, strikes, civil emergencies, or other events beyond its reasonable control. In such cases, the Company will act reasonably to minimise disruption, but time-related guarantees cannot be made unless specifically agreed in writing. If the job is delayed because the customer or a third party fails to cooperate, any resulting extra cost may be charged to the customer. The Company may also refuse to move items that are dangerous, illegal, contaminated, or likely to put staff, property, or the public at risk.
Waste handling and disposal are governed by applicable waste regulations and environmental law. The Company will only remove, transport, or dispose of items where it is lawful and safe to do so. The customer must clearly state whether goods are to be delivered, stored, recycled, donated, or disposed of. If any waste removal service is provided, the customer confirms that they have the legal right to dispose of the items and that none of the materials are prohibited, hazardous, or requiring specialist treatment unless this has been disclosed and accepted in advance. The Company may refuse waste that is contaminated, unsafe, or not properly described.
Where the Company collects waste or unwanted items, it may separate materials for reuse, recycling, or lawful disposal in line with environmental duties. The customer must not ask the Company to leave waste in an unlawful place or to dispose of items in a way that breaches legislation, local authority rules, or site regulations. The customer remains responsible for the lawful ownership and transfer of goods until the point at which the Company has accepted them for removal. If items are mixed with general household waste, building waste, electrical goods, or restricted materials, the customer must disclose this in advance so that the correct vehicle, labour, and disposal route can be arranged.
The customer must not include in the load any prohibited items, such as asbestos, chemicals, gas bottles, paint, oils, medical waste, batteries, or any other materials regulated under environmental, transport, or health and safety law, unless the Company has expressly agreed in writing and is lawfully able to handle them. If undisclosed hazardous waste is found, the Company may stop work immediately, isolate the item where safe, and charge for any wasted attendance, decontamination, or specialist disposal steps required. The customer may also be responsible for any regulatory costs, clean-up costs, or fines arising from inaccurate declarations or unlawful instructions.
The customer is responsible for ensuring that the property, goods, and premises are ready for the agreed service. This includes securing pets, protecting floors and walls if desired, disconnecting appliances where appropriate, and removing items not included in the inventory. The Company may, at its discretion, assist with basic disconnection or dismantling where this is safe and within the service scope, but it does not accept responsibility for plumbing, gas, or electrical work unless separately agreed and lawfully carried out by a qualified person. The Company may pause work if the site is unsafe, unsanitary, or obstructed.
Ownership of goods remains with the customer unless title has been lawfully transferred to another party. The customer warrants that they have the right to arrange transport of the items and that no items are stolen, disputed, or subject to legal restriction. The Company may require proof of identity or proof of authority before completing the service, especially where a third party has arranged the move. If the Company suspects fraud, unlawful activity, or a risk of non-payment, it may refuse to proceed or may require immediate payment before unloading. Any item left uncollected after a reasonable period may be dealt with in accordance with the law and the Company’s storage or abandoned goods procedure, if applicable.
Nothing in these terms affects the customer’s statutory rights under UK consumer law where the customer is acting as a consumer. If any provision of these terms is found to be unlawful or unenforceable, the remainder will continue in force. The Company may assign or subcontract its obligations where reasonably necessary, provided that the customer’s rights are not materially reduced. The customer may not transfer their rights or obligations without the Company’s written consent. Any variation to these terms must be agreed in writing by an authorised representative of the Company.
These terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction unless the customer is a consumer and mandatory law provides otherwise. The Company and the customer agree to act in good faith and to try to resolve any issue promptly through discussion and reasonable evidence before starting formal proceedings. If any part of the service is provided across borders, the governing law remains unchanged unless the parties agree otherwise in writing.
By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms, including the rules on booking process, payments, cancellations, liability, waste regulations, and governing law. The Company recommends that the customer keeps a copy of the quotation and confirmation for reference. These removal company terms and conditions are designed to support a clear, lawful, and efficient service for both parties and to ensure that the moving process is handled with proper care, fair pricing, and appropriate responsibility.