UK Removal Services Terms and Conditions

These Terms and Conditions set out the basis on which we provide domestic and commercial removal and associated services within the United Kingdom. By booking a removal service with us, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following definitions apply:

1.1 We, us, our means the removal company providing the services.

1.2 You, your means the customer or business booking the services.

1.3 Services means any removal, packing, unpacking, storage, handling, or associated services that we agree to provide.

1.4 Goods means the items, property, or belongings which are the subject of the removal or related services.

1.5 Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation we issue.

2. Scope of Services

2.1 We provide household removals, office and commercial removals, packing and unpacking, loading and unloading, and related services across the UK, together with local and regional moves as specified in your quotation.

2.2 The precise scope of services will be described in our written quotation or confirmation and may include additional services such as dismantling and re-assembling furniture, provision of packing materials, and short-term storage where agreed.

2.3 Any services requested that are not included in the quotation may incur additional charges, which will be confirmed to you before we proceed.

3. Quotations

3.1 Any quotation we provide is based on the information supplied by you, including the property addresses, access conditions, parking arrangements, the nature and quantity of goods, and any special handling requirements.

3.2 Quotations are normally provided free of charge and are valid for a limited period as stated in the quotation document. If no validity period is stated, the quotation will be valid for 30 days from the date of issue.

3.3 We reserve the right to amend or withdraw a quotation if:

(a) the information you provided was incomplete, inaccurate, or has changed;

(b) the work is not carried out within the validity period;

(c) access to the property is significantly different from that reasonably expected, including access restrictions, stairs, lifts, or parking constraints;

(d) additional services or extended travel within our service area are requested or required on the day.

4. Booking Process

4.1 To make a booking, you must accept our quotation in writing or in another form expressly agreed by us. No contract is formed until we have confirmed acceptance and issued a booking confirmation.

4.2 When booking, you must provide accurate details of the collection and delivery addresses, proposed dates, the volume or item list of goods, any valuable or fragile items, and any relevant access or parking information.

4.3 We may require a non-refundable or part-refundable booking fee or deposit to secure your chosen date. The amount and due date will be specified in the quotation or booking confirmation.

4.4 Bookings are subject to availability. We reserve the right to decline a booking at our discretion, in which case any deposit paid will be refunded unless you have breached these Terms and Conditions.

5. Your Responsibilities

5.1 You are responsible for:

(a) ensuring that you have full authority to move the goods and that they are your property or that you have the owner’s permission;

(b) arranging suitable parking and any necessary permits at both collection and delivery addresses;

(c) obtaining all necessary permissions and approvals for access, including from landlords, building management, or local authorities;

(d) preparing the property and goods for removal, including proper packing if you have not booked our packing service;

(e) disconnecting and securing appliances, defrosting fridges and freezers, and ensuring that equipment is safe to transport.

5.2 You must not include in the goods any items that are hazardous, explosive, illegal, or likely to cause damage, including but not limited to gas cylinders, firearms, chemicals, flammable liquids, or perishable goods, unless we have explicitly agreed in writing to handle them.

5.3 You must not pack or include in the goods any items of exceptional value, such as jewellery, cash, important documents, or collections, unless we have agreed in writing and appropriate insurance arrangements are in place.

6. Payments and Charges

6.1 Our charges are as specified in the quotation or booking confirmation and are generally based on the volume, nature of goods, distance travelled within our service area, labour required, and any additional services selected.

6.2 Unless otherwise agreed, payments are due as follows:

(a) deposit or booking fee payable at the time of booking;

(b) balance of charges payable no later than the last working day before the removal date, or on completion of the services if expressly agreed in writing.

6.3 We reserve the right to charge interest on overdue sums from the due date until payment is received in full, at a reasonable commercial rate.

6.4 We may withhold or suspend services if payment is not received when due. If we are unable to complete the services due to non-payment, this may be treated as a cancellation by you.

7. Changes and Postponements

7.1 If you wish to change the removal date, addresses, or the scope of services, you must notify us as early as possible. We will use reasonable efforts to accommodate changes within our scheduling and service area constraints, but cannot guarantee availability.

7.2 Additional charges may apply if changes result in extra time, mileage, labour, or reorganisation of resources.

7.3 Where a change is not possible or accepted, the original booking may be treated as cancelled and the cancellation terms will apply.

8. Cancellations

8.1 You may cancel your booking by giving us written notice. The following cancellation charges may apply, based on the time between your written cancellation and the scheduled removal date:

(a) more than 10 working days: loss of any non-refundable booking fee but no further charge;

(b) between 5 and 10 working days: up to 50 percent of the agreed charges;

(c) less than 5 working days: up to 100 percent of the agreed charges.

8.2 We reserve the right to cancel the contract if:

(a) you fail to pay any required deposit or balance when due;

(b) you materially breach these Terms and Conditions;

(c) we are prevented from performing the services due to circumstances beyond our reasonable control, including severe weather, road closures, accidents, industrial action, or other events of force majeure.

8.3 If we cancel the contract other than due to your breach, we will refund any payments received in respect of services not yet performed. We will not be liable for any indirect or consequential loss arising from such cancellation.

9. Access and Parking

9.1 You must ensure that we have safe and reasonable access to the property at both collection and delivery locations, including suitable parking space for our vehicles within a reasonable distance.

9.2 Any parking charges, fines, or penalties incurred as a result of inadequate or incorrect parking arrangements will be your responsibility, and we may recharge these amounts to you.

9.3 If access is restricted or requires additional handling, use of smaller vehicles, or extra labour beyond what was reasonably anticipated, we may impose additional charges.

10. Liability for Loss or Damage

10.1 We will take reasonable care in handling and transporting your goods. However, our liability is subject to the limitations set out in this clause.

10.2 Our liability for loss of or damage to goods, howsoever arising, shall not exceed a reasonable limit per item or per consignment as stated in your quotation or any insurance schedule, unless you have requested and paid for higher cover.

10.3 We will not be liable for:

(a) loss or damage arising from your failure to pack goods properly when you have undertaken the packing;

(b) normal wear and tear, scratching, scuffing, or deterioration caused by normal handling or movement;

(c) loss or damage to fragile items, including glass, mirrors, china, and electronics, unless packed by us or where we have expressly agreed in writing to assume responsibility;

(d) loss or damage caused by moth, vermin, damp, mould, rust, or atmospheric conditions;

(e) indirect or consequential loss, including loss of profits, loss of business, or loss of use.

10.4 Certain items may be excluded from cover, such as jewellery, money, securities, and valuable documents. It is your responsibility to remove or separately insure such items.

10.5 Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by our negligence, fraud, or any other liability which cannot lawfully be excluded.

11. Claims and Time Limits

11.1 You must inspect the goods as soon as reasonably possible after delivery. Any visible loss or damage must be notified to us in writing within a reasonable period, and in any event no later than 7 days from the date of completion of the services.

11.2 For non-visible loss or damage, you must notify us in writing within 14 days of completion of the services, giving full details of the alleged loss or damage.

11.3 We may investigate any claim and require reasonable evidence, including photos, inventory lists, purchase receipts, or valuations. You must allow us a reasonable opportunity to inspect any alleged damage before repairs or disposal.

12. Waste and Environmental Regulations

12.1 We operate in compliance with UK waste and environmental regulations relating to the carriage and disposal of waste and unwanted items.

12.2 We are not a general waste carrier unless expressly agreed. Where we agree to remove items for disposal, we will do so in line with applicable regulations, and additional charges may apply for waste transfer, recycling, and any environmental levies.

12.3 You must not present for removal any hazardous or controlled waste without our prior written consent. This includes but is not limited to paints, solvents, oils, batteries, asbestos, medical waste, and certain electrical items.

12.4 Where we agree to remove unwanted items, you confirm that you have the right to dispose of them and that they do not contain confidential data or materials requiring special handling. We accept no responsibility for any confidential information left within items sent for disposal.

13. Storage Services

13.1 If we arrange storage of your goods, whether directly or through a third party, separate storage terms may apply, which will be provided to you where relevant.

13.2 Storage charges are usually payable in advance, and we may retain a lien over goods held in storage for any unpaid sums due under the contract.

14. Data Protection

14.1 We will process your personal data in accordance with applicable UK data protection legislation. We will use your details for the purposes of providing services, arranging logistics, processing payments, and where permitted, for service-related communications.

14.2 We will take reasonable steps to keep your information secure and will not sell or share your details with unrelated third parties except where required for the performance of the contract or to comply with legal obligations.

15. Complaints

15.1 If you are dissatisfied with any aspect of our services, you should raise the matter with us as soon as practicable so that we have an opportunity to address your concerns.

15.2 We will investigate complaints promptly and aim to resolve issues amicably. This does not affect your statutory rights.

16. Force Majeure

16.1 We will not be liable for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including but not limited to severe weather, road closures, accidents, acts of God, strikes, or regulatory restrictions.

16.2 In such circumstances, we will take reasonable steps to minimise disruption and, where possible, offer an alternative date or solution.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services shall be governed by and construed in accordance with the laws of England and Wales.

17.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction over any dispute or claim arising from or related to these Terms and Conditions or the services provided.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, such provision shall be deemed deleted, and the remaining provisions shall remain in full force and effect.

18.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

18.3 These Terms and Conditions, together with any quotation or confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior agreements or understandings, whether written or oral, relating to the subject matter.

18.4 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract.