Terms and Conditions for Removal Services
These Terms and Conditions apply to all domestic and commercial removal services provided by the removal company Catford and form the basis of the agreement between the company and the customer. By making a booking, confirming a quotation, or allowing the team to begin work, the customer agrees to be bound by these terms. They are intended to set out the key rights and obligations of both parties in a clear and practical way. These terms should be read together with any written quotation, booking confirmation, inventory, service notes, or special instructions agreed before the move. In the event of a conflict, any specific written agreement will take priority over these standard terms only to the extent stated in writing.
The company provides professional moving services including loading, transport, unloading, and related handling of household and business items. Where agreed, services may also include packing, dismantling, reassembly, short-term storage, and waste removal. The removal company Catford reserves the right to refuse any instruction that would place staff, property, vehicles, or the public at unreasonable risk. The customer is responsible for ensuring that the goods to be moved are accurately described and that access arrangements are suitable for the service booked. Any change in circumstances that may affect the move should be notified as early as possible so that the company can review availability, pricing, and operational requirements.
These terms are drafted to comply with UK consumer and business law. They do not affect statutory rights that cannot be excluded or limited by agreement. Nothing in these Terms and Conditions is intended to remove rights provided by the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable legislation. The customer is encouraged to read the full terms carefully before confirming a booking. If any part of these terms is found to be unenforceable, the remaining provisions will continue in effect.
Booking process
Bookings may be made following an enquiry and quotation process. A quotation may be based on the information supplied by the customer, including the volume and nature of items, collection and delivery addresses, access conditions, and any additional services required. The removal company Catford may provide an estimate or a fixed price depending on the information available. Any estimate is given in good faith but may be revised if the information provided is incomplete, inaccurate, or materially changed. A booking is not confirmed until the customer has accepted the quotation and the company has issued written confirmation, which may include a deposit request or pre-payment requirement.
The customer must provide accurate and complete details at the time of booking. This includes, where relevant, the number of floors, lift access, parking restrictions, long carries, restricted entry points, fragile or heavy items, and any special handling needs. If the company arrives and the service cannot be performed safely or within the agreed scope because information was withheld or misrepresented, additional charges may apply or the job may be postponed. The company may also require photographs, inventories, or site details before confirming the booking. For larger removals, the company may conduct a pre-move assessment or request a more detailed list of goods.
Any time or date given for arrival is an estimate unless expressly stated as fixed. While the company will use reasonable efforts to arrive as scheduled, removals can be affected by traffic, weather, access issues, or circumstances beyond reasonable control. The customer should ensure that someone authorised is present at both collection and delivery points, unless agreed otherwise in writing. If the customer requests changes to the scope of work after confirmation, the company may adjust the price, timetable, staffing, or vehicle allocation accordingly. The removal company Catford is not required to accept amendments that cannot reasonably be accommodated.
Payments
Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed in writing, the customer must pay the full balance on completion of the service, before unloading is finalised, or by another method approved in advance by the company. The company may request a deposit to secure a booking, particularly for peak dates, larger projects, or work involving advance planning. Deposits are generally non-refundable except where the company cancels the service without fault by the customer or where mandatory consumer law requires otherwise.
Accepted payment methods may include bank transfer, card payment, or other methods notified at the time of booking. Cash payments, if accepted, must be made in full and in the correct currency. The company may suspend or withhold services if payment is overdue, if a card payment is declined, or if the customer fails to provide an agreed payment method. Where the customer is a business, the company may agree invoice terms in writing; however, unless stated otherwise, all invoices are payable immediately upon completion. Any late payment may attract interest and reasonable recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, where applicable.
The customer is responsible for ensuring that funds are available on the agreed payment date. If payment is not received, the company may retain goods to the extent permitted by law and may charge storage, re-delivery, or administration costs. Discounts, promotional pricing, and any special rates are conditional on the customer meeting the stated requirements and payment deadlines. The removal company Catford may correct pricing errors caused by obvious mistakes or omissions in the quoted information, provided this is done fairly and promptly. All prices are inclusive or exclusive of VAT only as stated in the quotation.
Cancellations and amendments
The customer may request a cancellation or change to the booking by giving notice as early as possible. Cancellation charges may apply depending on how much notice is provided, the size of the booking, and whether staff, vehicles, or third-party services have already been committed. If a booking is cancelled at short notice, the company may retain some or all of any deposit to cover administrative and lost business costs, provided this is reasonable and lawful. Specific cancellation terms may be set out in the quotation or booking confirmation and will take precedence where stated.
Where the customer wishes to reschedule, the company will try to accommodate the request but cannot guarantee availability for alternative dates. If the customer is not ready for collection, does not provide access, or fails to make goods available at the agreed time, this may be treated as a late cancellation or aborted job. In such circumstances, waiting time, wasted journey costs, labour costs, or extra attendance charges may be payable. The removal company Catford may cancel or suspend the service if it reasonably believes that the move would be unsafe, unlawful, or impossible to complete on the day.
The company may cancel the booking due to events outside its control, including severe weather, road closures, vehicle breakdown, staff illness, accidents, strikes, or emergencies. In such cases, the company will take reasonable steps to notify the customer and, where possible, rearrange the service at a suitable time. The company will not be liable for losses arising from a cancellation caused by events beyond its reasonable control, except where such liability cannot lawfully be excluded. If the company cancels for reasons within its control, the customer will be entitled to a refund of sums paid for services not provided.
Liability and customer responsibilities
The company will exercise reasonable care and skill in carrying out removal services. However, the customer remains responsible for preparing goods for transport unless packing has been expressly included in the service. This includes disconnecting appliances unless done by a qualified person, emptying drawers and cupboards where appropriate, removing loose items, and securing delicate or valuable possessions. The customer should identify items that require special handling, such as antiques, artwork, glass, electronics, plants, or high-value personal belongings. The removal company Catford may refuse to move items that are unsafe, prohibited, or inadequately packed.
The company is not liable for loss or damage to items that were poorly packed by the customer, inherently fragile, already damaged, or not declared as fragile or valuable when booking. Normal wear and tear, cosmetic scuffing, and minor surface marks that are reasonably expected in the course of moving are also excluded to the extent permitted by law. The company will not be responsible for delays caused by traffic, access restrictions, weather, incorrect directions, or the customer’s failure to make premises ready. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.
If the customer wishes to claim for loss or damage, notice should be given as soon as reasonably possible and in any event within a reasonable time after the service. The customer should keep packaging, photographs, and relevant evidence to support any claim. The company may inspect the items, packaging, and access route before deciding whether liability is accepted. Where liability is established, the company’s remedy may be limited to repair, replacement, or compensation up to the level permitted by law and, where applicable, by any agreed value protection or insurance arrangement. Any insurance terms will be explained separately if purchased or included.
Waste regulations and disposal
Where the service includes waste removal, clearance, or disposal, the customer must ensure that the items presented for removal are accurately described. Waste may include general household rubbish, unwanted furniture, white goods, garden waste, or mixed loads, but the company will only remove materials it is legally permitted to carry and dispose of. The company operates in accordance with UK waste legislation and environmental duties, including the requirement to transport waste only to authorised facilities. The customer must not place prohibited, hazardous, or unidentified materials in the load unless the company has expressly agreed to handle them and all legal requirements have been satisfied.
Prohibited or controlled items may include asbestos, chemicals, paints, oils, gas cylinders, clinical waste, batteries, electrical items containing hazardous components, and other regulated materials. If such items are found in a load that was not disclosed, the company may refuse collection, separate the items, or charge additional fees for lawful handling. The customer remains responsible for the correct classification of waste unless the company has undertaken a documented assessment and agreed to take responsibility. The removal company Catford may ask the customer to sign a waste transfer note or other required documentation before or during collection.
Any waste transferred by the company will be handled in compliance with the duty of care imposed by environmental law. If the customer is a business, the customer must cooperate in providing accurate information about the origin and nature of the waste, as well as any required records. The company may decline to remove waste if it believes the load could breach legal, environmental, or site-specific restrictions. The customer acknowledges that illegal dumping, fly-tipping, or the disposal of waste without proper authorisation is prohibited and may result in reporting to the relevant authorities where required by law.
Access, parking, and site conditions
The customer must ensure reasonable access to the property, including permission for vehicle entry if needed, suitable parking arrangements, and safe paths for carrying items. Any permits, loading bay arrangements, access codes, concierge permissions, or building notices must be arranged in advance unless the company has agreed to help with them. If access is delayed or restricted, additional labour charges may apply. The company may refuse to move items through spaces that are unsafe, too narrow, or likely to cause damage. The customer should protect floors, walls, and fixtures if they are concerned about preservation of finishes.
Ownership and authority
The customer confirms that they own the goods being moved or have full authority from the owner to arrange the removal. The company will rely on the customer’s representation and is not obliged to verify ownership unless it has reason to doubt authority. The customer must not instruct the company to move stolen, illegal, or restricted items. If the company reasonably believes the service is being used for unlawful activity, it may stop work immediately and notify the appropriate authorities where legally required. The customer must ensure that any goods left behind, sold, donated, or disposed of are clearly identified before the service begins.
Complaints and dispute handling
If the customer is dissatisfied with any aspect of the service, they should raise the issue promptly so that the company can investigate and seek a fair solution. The company may request photographs, written details, or other evidence. The removal company Catford will attempt to resolve disputes in good faith and within a reasonable timeframe. If a matter cannot be resolved informally, the parties may consider mediation or another alternative dispute resolution process before commencing formal proceedings, where appropriate. However, neither party is required to waive any legal rights by engaging in informal resolution.
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 shall have exclusive jurisdiction over any dispute, subject to any mandatory consumer protection rights that allow proceedings in another jurisdiction. The company 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 apply to that booking unless a later amendment is agreed in writing by both parties.
General provisions
If the company chooses not to enforce any part of these terms on a particular occasion, this does not mean that it waives the right to enforce the same or any other term later. The customer may not transfer their rights or obligations under the contract without the company’s written consent. The company may assign or subcontract part of the service where necessary for operational reasons, provided this does not reduce the standard of care owed to the customer. These terms are intended to create a fair framework for the provision of professional removal services and to provide clarity for both parties throughout the booking, moving, and completion process.