These Terms and Conditions set out the basis on which we provide our removal and related services to you within the United Kingdom. By placing a booking with us, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you should not proceed with your booking.
In these Terms and Conditions, the following expressions have the meanings given below.
"Company" means the removal company providing the services.
"Customer" or "you" means the person, firm or organisation requesting the services.
"Services" means the removal, packing, unpacking, transport, storage, waste removal, and any additional services that we agree to provide.
"Agreement" means the contract between the Company and the Customer incorporating these Terms and Conditions and any written quotation or booking confirmation.
"Goods" means the items being moved, transported, packed, stored, or otherwise handled by us under this Agreement.
We provide domestic and commercial removal services, including the loading, transporting, unloading, and where agreed, packing and unpacking of Goods. Our services also cover moves into and out of storage facilities and, where requested and agreed, the clearance and lawful disposal of certain items.
The precise scope of the Services will be set out in our quotation or booking confirmation and may include any specific instructions or limitations agreed in writing between you and the Company.
All bookings must be made directly with the Company. You may be asked to provide accurate details of the collection and delivery addresses, property access, approximate inventory of Goods, special handling requirements, and preferred moving dates.
Any quotation provided is based on the information you supply. If the information is incomplete or inaccurate, the Company reserves the right to adjust the quotation, refuse the booking, or impose additional charges to reflect the actual work required.
A booking will only be deemed confirmed when you have accepted our quotation and, where applicable, paid any required deposit. We may issue a booking confirmation outlining the date, time window, scope of work, and any special terms. You are responsible for checking that the details are correct and informing us promptly of any discrepancies.
We cannot guarantee specific arrival times, but we will use reasonable endeavours to attend within the agreed time window, subject to traffic, weather, and other circumstances beyond our control.
You are responsible for ensuring that:
The property addresses and contact details supplied are accurate and up to date.
Suitable parking and access are available at both the collection and delivery locations, including any necessary permits or permissions from local authorities or property managers.
The Goods to be moved are properly identified and, where you are packing, securely packaged and labelled in a way that is suitable for transport.
Any fragile, delicate, high-value, or unusually heavy items are clearly pointed out to the Company in advance.
All Goods are made available for removal at the agreed time and that the premises are safe for our staff to work in.
You must not ask our staff to break or infringe any law or regulation, including but not limited to road traffic, parking, health and safety, or waste disposal laws.
Where you have requested a packing service, we will use reasonable care and skill in packing Goods using suitable materials. However, we are not responsible for pre-existing defects in the Goods or hidden damage.
Where you pack your own Goods, you are responsible for ensuring they are properly packed for transport. The Company will not be liable for damage arising from inadequate or unsuitable packing carried out by you or a third party instructed by you.
Certain items, such as flat-pack furniture, fragile objects, or items requiring disassembly, may need special handling. It is your responsibility to inform us of these items at the time of booking so that we can plan appropriately.
Unless otherwise agreed in writing, payment terms are as follows.
You may be required to pay a deposit at the time of booking to secure your moving date. The balance of the quoted price is typically due either before the move takes place or on completion of the Services, as specified in your quotation or booking confirmation.
Payments must be made using an accepted payment method. We reserve the right to decline certain forms of payment at our discretion.
If payment is not made when due, we may:
Refuse to commence or continue the Services.
Apply reasonable interest and administration charges on overdue amounts.
Exercise a lien over Goods in our possession until all outstanding sums are paid in full. Storage and additional handling charges may apply while Goods are held under lien.
If you wish to change your moving date, addresses, or the scope of work, you must inform us as soon as possible. We will use reasonable efforts to accommodate changes, but we cannot guarantee availability or that the original price will remain valid.
Additional charges may apply where changes result in extra time, labour, or mileage, or where access conditions differ from those originally described.
We are not responsible for delays caused by events outside our reasonable control, including but not limited to severe weather, road closures, accidents, traffic congestion, mechanical breakdowns, or delays in receiving keys or gaining access to premises. Where delays arise, we may charge for waiting time at our standard hourly rates after a reasonable grace period.
You may cancel or postpone your booking subject to the following conditions.
If you cancel or postpone more than a specified number of working days before the scheduled service date, you may receive a refund of any deposit paid, less any reasonable administrative costs or non-refundable expenses already incurred by the Company.
If you cancel or postpone within a shorter period before the service date, part or all of the quoted price may become payable as a cancellation fee, reflecting the time reserved for your move and the likelihood that we cannot rebook that slot.
The exact timeframes and applicable charges will be detailed in your quotation or booking confirmation. We reserve the right to deduct any cancellation fee from sums already paid.
The Company may cancel the Agreement at any time by written or verbal notice if you fail to make required payments, provide inaccurate information, or request services that are unsafe, unlawful, or outside our capabilities. In such cases, we may retain all or part of any sums paid to cover our costs.
We will exercise reasonable care and skill in providing the Services. However, our liability is subject to the limitations set out in this section.
We are not liable for loss or damage arising from your failure to:
Properly pack items where you are responsible for packing.
Inform us about fragile or high-value items requiring special care.
Ensure adequate access, parking, and safe working conditions.
We are not responsible for normal wear and tear, minor scuffs, or scratches that can reasonably occur during a removal, especially to items with pre-existing damage or poor structural integrity.
Our liability for loss of or damage to Goods is normally limited to a fixed amount per item or per consignment, as stated in your quotation or any separate terms supplied to you. You are strongly advised to arrange appropriate insurance cover for your Goods, either through your own insurer or, where offered, through a separate policy facilitated by the Company.
We do not accept liability for:
Loss of profits, business, revenue, or anticipated savings.
Indirect or consequential loss, however caused.
Damage to premises or property other than the Goods, unless caused by our proven negligence and reported to us in writing as soon as reasonably practicable and in any event within a reasonable period after completion of the Services.
Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be limited or excluded under UK law.
Unless we have agreed in writing and you have complied with any special conditions, we will not carry, pack, or store the following items.
Explosive, flammable, corrosive, or hazardous materials.
Illegal items, stolen goods, or items in breach of statutory regulations.
Cash, securities, jewellery, watches, precious metals, or stones.
Perishable goods or plants that may suffer damage due to transport conditions.
Animals or live creatures.
If we discover that any excluded items have been loaded without our knowledge, we may remove, destroy, or dispose of them at your expense, and we will not be responsible for any resulting loss or damage.
Where the Services include the removal and disposal of unwanted items, we will handle such items in accordance with applicable waste and environmental regulations in the United Kingdom.
We will only collect and dispose of waste that we are lawfully permitted to handle. Certain items may be classified as hazardous or require specialist disposal. Additional charges may apply for these items, and we reserve the right to refuse to remove or transport them.
By requesting waste removal or clearance services, you confirm that you are the owner of the items or have the authority of the owner to authorise their disposal. Once items have been removed for disposal or recycling, you agree that you relinquish all rights to those items.
We will take reasonable steps to dispose of waste using licensed facilities and recycling routes where practicable, but we do not guarantee that all items will be recycled. We may provide documentation of waste transfer or disposal where required by law or where agreed with you in advance.
Risk in the Goods remains with you at all times, except while they are in our physical possession during the provision of the Services. However, our liability is limited as described in these Terms and Conditions.
You are strongly advised to maintain adequate insurance to cover your Goods during packing, loading, transport, unloading, and any period of storage, whether that storage is arranged by you or through us. We may offer or recommend additional insurance products provided by third parties, but the decision to purchase such cover is entirely yours.
If you believe that we have not performed the Services with reasonable care and skill, or if any Goods have been lost or damaged, you must notify us as soon as reasonably practicable and provide full details of your complaint or claim.
For damage that is visible upon delivery, you should inform our staff at the time wherever possible and follow up in writing within a reasonable period. For damage that is not immediately apparent, you should notify us as soon as it is discovered.
We may ask for evidence, such as photographs, receipts, or reports, to assess your claim. You must retain the damaged items for inspection and not dispose of them without our consent, unless for safety reasons.
We will investigate all complaints and claims in good faith and respond within a reasonable timeframe. Any payment made by us in relation to a claim will be in full and final settlement of that matter.
We will collect and process personal data about you to manage your booking, provide the Services, process payments, and handle any queries, complaints, or claims. We will do so in accordance with applicable data protection laws in the United Kingdom.
We will take reasonable steps to keep your personal data secure and will not share it with third parties except where necessary to perform the Services, fulfil legal obligations, or where you have given your consent.
Either party may terminate the Agreement with immediate effect by giving notice if the other party commits a material breach of these Terms and Conditions and, where the breach can be remedied, fails to do so within a reasonable period after being notified.
On termination, you must pay for all Services provided up to the date of termination and any reasonable costs incurred by us as a result of your breach. Termination does not affect any rights or remedies that have already accrued to either party.
These Terms and Conditions and any dispute or claim arising out of or in connection with them, their subject matter, or their formation, shall be governed by and construed in accordance with the laws of England and Wales.
You and the Company agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.
No failure or delay by either party in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, and no single or partial exercise of any such right or remedy shall prevent any further or other exercise of that right or remedy.
These Terms and Conditions, together with any quotation or booking confirmation, constitute the entire agreement between you and the Company and supersede any prior discussions, correspondence, or understandings relating to their subject matter. No variation of these Terms and Conditions is effective unless agreed in writing by the Company.
