Terms and Conditions for Removal Company Bermondsey
These Terms and Conditions set out the basis on which removal company Bermondsey services are provided to customers in the United Kingdom. They apply to domestic and commercial work unless a separate written agreement states otherwise. By making a booking, confirming instructions, or allowing our team to begin work, the customer agrees to be bound by these terms. They are designed to create clarity around service scope, booking arrangements, pricing, payment, cancellation, liability, waste handling, and the legal framework governing the relationship between the parties. Nothing in these terms affects the customer’s statutory rights under UK consumer law.
1. Definitions and interpretation. In these Terms and Conditions, “we”, “us”, and “our” mean the removal company providing the service; “customer”, “you”, and “your” mean the person or business placing the booking; “goods” mean items to be moved, transported, packed, stored, collected, or disposed of; and “service” means any work agreed between the parties. References to “writing” include email and other electronic communications unless expressly stated otherwise. Headings are for convenience only and do not affect interpretation. Where a term is unclear, it shall be interpreted reasonably and in a manner consistent with the overall purpose of the agreement.
2. Formation of the contract. A contract is formed when we accept your booking, either verbally or in writing, and provide a confirmation of the agreed service. A quotation alone does not create a binding contract unless it has been accepted by us and confirmed. We may request additional information before acceptance, including inventory details, access conditions, parking constraints, or photographs of items. If any information supplied by the customer is incomplete or inaccurate, we may revise the quotation, adjust the timetable, or decline to proceed. Any special promises, amendments, or side agreements must be confirmed by us in writing to be valid.
3. Booking process. Bookings are made by supplying the essential details required to assess the work, including collection and delivery addresses, preferred dates, item lists, access limitations, and any special handling requirements. We may issue a preliminary estimate or a fixed quotation depending on the information provided. Where the work is based on an estimate, the final charge may change if the actual job differs from the description supplied. The customer is responsible for ensuring that the booking information is correct, that entry points are available, and that any items requiring disassembly, lifting assistance, or waste segregation are identified in advance. We reserve the right to refuse or pause work if the conditions at the property are unsafe or materially different from those disclosed.
4. Collection, packing, and service standards. Unless otherwise agreed, our team will undertake the services in a reasonable and professional manner using suitable equipment and customary care. Where packing materials are supplied, they remain our property until paid for in full, and they must be used for the intended purpose only. If you have requested packing, wrapping, dismantling, reassembly, or storage, the scope of those services will be limited to what has been expressly agreed. We are entitled to decline to move items that are prohibited, unsafe, inadequately packaged, or likely to cause damage to property, equipment, or persons. The customer should ensure fragile, hazardous, and valuable items are clearly identified before the service begins.
5. Access, waiting time, and delays. The customer must provide safe, lawful, and unobstructed access to both the collection and delivery locations. If access is delayed by locked premises, missing keys, traffic restrictions, parking issues, building rules, weather, or failures outside our control, additional charges may apply for waiting time, redelivery, or aborted attendance. Where parking permits, loading bays, lifts, security clearance, or timed access arrangements are required, it is the customer’s responsibility to arrange them unless we have expressly agreed otherwise. We are not responsible for delays caused by third parties, local authority restrictions, or circumstances beyond reasonable control. Reasonable adjustments to the schedule may be made where necessary to complete the job safely and lawfully.
6. Prices and quotations. All prices are stated in pounds sterling unless otherwise agreed. Quotations may be based on volume, labour time, specialist handling, access conditions, and additional services such as packing, dismantling, storage, or disposal. A quote may be revised if the job description changes, if additional items are included, or if the actual circumstances differ materially from the information given at booking. Any estimate is provided in good faith but is not a guarantee of final cost unless confirmed as a fixed-price service. We reserve the right to charge for extra time, extra labour, or additional vehicle use where this is reasonably required to complete the service.
7. Payments. Payment terms will be confirmed at the time of booking or in the written quotation. Unless otherwise agreed, payment is due on or before the completion of the service, and we may require a deposit to secure the booking. For business customers, different payment terms may apply if agreed in writing. Accepted payment methods may include bank transfer, debit card, credit card, or another approved method. We are not obliged to release goods, complete delivery, or provide disposal certificates until all sums due have been paid. If payment is late, we may charge interest and reasonable recovery costs in accordance with applicable law. Any dispute over a portion of the invoice does not permit the customer to withhold undisputed amounts.
8. Cancellations and rescheduling. The customer may cancel or reschedule a booking by giving reasonable notice. Cancellation charges may apply depending on how much work has been reserved, whether staffing or vehicles have already been allocated, and whether third-party costs have been incurred. Where a deposit has been paid, it may be retained in whole or in part to cover administrative expenses, lost availability, or non-recoverable costs, subject to consumer law. If the customer cancels after our team has been dispatched or arrives at the premises, a call-out charge or aborted-job fee may be payable. We may cancel or reschedule the service if there are safety concerns, non-payment issues, unlawful requests, or circumstances beyond our control. In such cases, we will act reasonably and may offer an alternative date where practical.
9. Customer responsibilities. The customer must ensure that all goods to be moved are accurately declared, that prohibited items are excluded, and that any restrictions are communicated in advance. You must protect surfaces, floors, and fixtures where appropriate, remove loose items not intended for transit, and back up digital data from devices before collection. The customer must also provide any required permissions from landlords, managing agents, neighbours, building management, or local authorities where access or parking depends on such consent. If the service involves disposal, you must confirm which items are to be kept, moved, recycled, or disposed of. We are entitled to rely on the instructions given by the customer or an authorised representative.
10. Liability and insurance. We will take reasonable care in carrying out the service, but our liability is limited to loss or damage caused by our negligence, wilful default, or breach of these terms. We are not liable for pre-existing defects, ordinary wear and tear, insufficient packaging provided by the customer, or damage caused by items being inherently fragile, unstable, or unsuitable for transport. Where a claim relates to damage, the customer must notify us promptly and provide reasonable evidence, including photographs and a description of the issue. Our liability for non-consumer customers may be limited to the total amount paid for the relevant service, except where such limitation is unlawful. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
11. Goods left in our care. If goods are held temporarily in our vehicles, storage facilities, or another controlled location, the customer remains responsible for proving ownership and for ensuring the goods are insured if required. We do not accept responsibility for items of exceptional value unless this has been expressly agreed in writing. Small personal effects, documents, jewellery, cash, and similar valuables should be removed by the customer before the service begins unless specific arrangements have been made. Where uncollected items are left behind or discovered after completion, we may store them for a reasonable period and may charge for retrieval, handling, or return delivery. Items not claimed within a reasonable time may be dealt with in accordance with our retention procedures and applicable law.
12. Waste regulations and disposal. Where the service includes removal of unwanted items, all waste handling will be carried out in accordance with applicable UK waste legislation, environmental duties, and duty-of-care requirements. The customer confirms that any items designated for disposal are lawfully owned and may be transferred to us for handling, recycling, or disposal. We may refuse to collect items that are hazardous, contaminated, illegal, or require specialist authorisation unless suitable arrangements have been agreed in advance. We reserve the right to separate reusable materials, recyclable waste, and non-recyclable items in the course of the service. Any transfer notes, recycling records, or disposal documentation will be provided only where required by law or expressly agreed. The customer must not present prohibited waste without disclosure, and any additional costs arising from incorrect classification may be charged to the customer.
13. Prohibited and restricted items. Unless expressly agreed and lawfully permitted, we will not transport or dispose of items such as asbestos, chemicals, gas bottles, explosives, medical waste, fire-damaged hazardous materials, controlled drugs, biohazards, or any item that presents a health, safety, or legal risk. We also reserve the right to refuse certain high-risk goods, including items that are leaking, contaminated, infested, or structurally unsafe to move. The customer must declare any restricted goods before booking. If such items are discovered during the job, we may stop the work, quarantine the items, or require the customer to arrange specialist removal at their own expense. Any delay or additional cost caused by undeclared prohibited items will be payable by the customer.
14. Force majeure. We are not liable for any failure or delay in performance caused by events beyond our reasonable control, including severe weather, fire, flood, accident, strike, labour dispute, road closure, breakdown, acts of terrorism, epidemic-related restrictions, governmental action, or disruption to utilities or transport networks. If such an event occurs, we may suspend the service, reschedule, or terminate the affected part of the contract without liability for consequential loss. Where possible, we will use reasonable efforts to minimise disruption and agree a revised service date. Customers will remain responsible for any costs already incurred and for any non-recoverable third-party charges unless the law requires otherwise.
15. Complaints and claims. Any complaint should be raised as soon as reasonably possible after the issue is discovered so that it can be investigated promptly. The customer must provide full details of the problem, the date and time of the service, and any supporting evidence. We may request access to inspect goods, packaging, vehicles, or relevant records before determining a claim. If a claim is accepted, our remedy may include repair, replacement, re-performance of the service, or a refund, depending on the circumstances and legal obligations. Claims not notified within a reasonable period may be harder to investigate and may be rejected where prejudice results from the delay.
16. Variation of terms. We may update these Terms and Conditions from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of booking will normally apply to that booking unless a later version has been expressly agreed in writing. No employee or contractor may vary these terms unless authorised to do so and unless the variation is confirmed in writing. If any provision is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. Any failure by us to enforce a term immediately does not waive our right to enforce it later.
17. Privacy and data handling. We may collect and use customer information for the purpose of managing quotations, bookings, payments, logistics, and legal compliance. This may include names, addresses, telephone numbers, email addresses, access details, and invoice records. We will handle personal data in accordance with applicable UK data protection law. Information may be shared with staff, contractors, payment providers, insurers, waste processors, or other third parties where necessary to deliver the service or comply with legal obligations. By booking a service, you consent to the use of your information for these operational purposes, subject to any applicable rights you may have under data protection legislation.
18. Governing law and jurisdiction. These Terms and Conditions and any dispute or claim arising from them shall be governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law or mandatory legal rules provide otherwise. If a dispute cannot be resolved through reasonable discussion, the parties will first attempt to settle the matter in good faith before starting formal proceedings. These terms are intended to be fair, lawful, and practical, and they form the entire agreement between the customer and the removal company in relation to the relevant booking.