Terms and Conditions for Removal Company Services

These Terms and Conditions set out the basis on which our removal company services are provided to domestic and commercial customers in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are intended to create a clear agreement for both parties, covering the booking process, payments, cancellations, liability, waste regulations, and governing law. Throughout this document, references to the Company, we, us, and our mean the provider of the removal services, and references to you and your mean the customer receiving them.

These terms apply to a wide range of moving and clearance activities, including household removals, office relocations, furniture transport, loading and unloading assistance, packing support, and related handling services. Where a separate written agreement, quotation, or service order is issued, those documents form part of the contract and should be read together with these terms. If there is any conflict between documents, the written service order or quotation will usually take priority, unless otherwise stated. We reserve the right to update these terms from time to time, and the version in force at the time of booking will apply unless the parties agree otherwise in writing.

In providing removal services, we aim to act reasonably, professionally, and in line with applicable UK consumer and business law. However, moving services often depend on factors outside our control, such as access conditions, parking restrictions, weather, traffic, the condition of goods, and the accuracy of information supplied by the customer. For that reason, it is important that all information you provide during the booking process is complete and accurate. Any failure to disclose relevant details may affect the price, timing, and scope of the work, and may also limit our responsibility if a problem arises later.

1. Booking Process
The booking process begins when you request a quotation or service estimate. You should provide accurate details about the items to be moved, collection and delivery addresses, property access, floor levels, parking arrangements, packing requirements, fragile items, and any special handling needs. For larger or more complex jobs, we may ask for photographs, a virtual survey, or a site visit. A quotation may be based on the information you provide, and if the actual service differs materially from that information, we may revise the price or adjust the schedule accordingly.

Once a quotation is accepted, the booking is only confirmed when we issue a written confirmation or take a deposit, if required. Acceptance may be made by email, online booking, text message, signed order, or any other method we specify. It is your responsibility to check all booking details, including the date, timeslot, addresses, inventory, and any included services. Please notify us promptly if anything is incorrect. We may refuse or postpone a booking if we believe the work is unsafe, unlawful, impractical, or beyond the capacity of the agreed service.

If you ask us to provide packing materials, dismantling, reassembly, or temporary storage, these additions must be clearly agreed in advance. Any items not listed in the original booking may be treated as extras and may attract additional charges. We may also require you to confirm, in writing, that all goods are owned by you or that you have authority to arrange their removal. Where appropriate, we may request identification or proof of address to reduce the risk of fraud, mistaken bookings, or unlawful disposal requests.

2. Prices and Payments
All prices are quoted in pounds sterling and may be stated as fixed fees, hourly rates, or estimates depending on the nature of the job. Unless expressly stated, quotations are based on normal working hours and standard access conditions. Additional charges may apply for waiting time, congestion, stair carries, long carries, delays caused by locked access, extra labour, unscheduled items, storage, parking fees, tolls, or disposal costs. If the scope changes during the job, we may amend the price to reflect the additional work.

Payment terms will be confirmed at the time of booking or in the quotation. We may require a deposit to secure the date, and the balance may be due before the service begins, on completion, or within a specified invoice period. We accept payment by methods agreed in advance and may charge administration fees for late payment where permitted by law. If payment is not made on time, we reserve the right to pause the service, retain goods only to the extent allowed by law, recover reasonable collection costs, and charge statutory interest on overdue commercial debts where applicable.

Any estimate provided before a survey is only an indication and not a final price unless expressly stated. A fixed quote may still be adjusted if you request changes, conceal relevant information, or if conditions on the day materially differ from what was described. If a quotation is increased due to inaccurate information supplied by you, the revised amount becomes payable immediately or as otherwise agreed. We will always try to explain any additional charges clearly before they are incurred, but urgent operational decisions may sometimes need to be made during the move to protect the safety of people and property.

3. Cancellations, Postponements, and Access Issues
You may cancel or rearrange your booking by giving us notice in writing or by any other method we accept. Cancellation charges may apply depending on how much notice is given and whether any non-refundable costs have already been incurred, such as vehicle allocation, labour planning, packing materials, or third-party fees. Where a deposit has been paid, it may be retained in part or in full to cover losses that reasonably arise from the cancellation, subject always to applicable consumer law.

If you postpone a booking, we will try to offer an alternative date, but availability cannot be guaranteed. If the new date falls within a busier period, prices may differ from the original quotation. We may cancel or suspend the service if access is unsafe, illegal, or impossible, including where lifts are unavailable, roads are blocked, parking is not arranged where necessary, or there are hidden hazards. If we cannot complete the work because of access problems, you may still be charged for time, travel, or other costs already incurred.

We will not be responsible for any loss caused by delay where the delay arises from events outside our reasonable control, including severe weather, traffic disruption, accidents, strikes, public emergencies, or instructions from authorities. If we are unable to attend on the planned date for reasons beyond our control, we will contact you as soon as reasonably practicable and may offer a new appointment. Your rights under applicable law are not affected where a cancellation is due to our breach or failure to use reasonable care and skill.

4. Customer Responsibilities
You must ensure that all items are ready for collection at the agreed time unless we have agreed a packing or dismantling service. Fragile, valuable, hazardous, or prohibited items should be identified in advance. You are responsible for making sure that items are suitably packed unless we have expressly agreed to pack them. Any boxes or containers supplied by us should be used in accordance with our instructions. We are entitled to rely on your statements about the contents, condition, and ownership of goods.

You must arrange suitable parking and access wherever that is your responsibility, and you should make sure that the property is accessible and reasonably safe for our team. If we need permits, entrance codes, keys, or building approvals, you must provide them in good time. You must also ensure that pets, children, and unauthorised persons are kept away from the working area. If our team believes there is a health or safety risk, we may stop work until the issue is resolved. Any delay caused by your failure to prepare properly may result in extra charges.

If you ask us to move items that are especially heavy, awkward, or valuable, you should tell us before the booking is confirmed. We may refuse to move certain items if they are too dangerous, too large, inadequately packaged, or likely to cause injury or damage. Such items include, without limitation, gas cylinders, explosives, toxic substances, corrosive materials, live ammunition, illegal goods, and anything that is prohibited by law. The final decision on whether an item can be handled safely rests with our team on the day.

5. Liability and Insurance
We will use reasonable care and skill when carrying out our removal services. If we cause proven loss or damage through negligence, we will be responsible to the extent required by law and in accordance with any applicable insurance arrangements. Our liability may be limited where the loss results from the inherent condition of the goods, inadequate packing by you, unavoidable wear and tear, or inaccurate instructions. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded.

It is your responsibility to make suitable arrangements for high-value items, sentimental belongings, works of art, antiques, jewellery, important documents, and irreplaceable goods. Unless we have expressly agreed otherwise in writing, these should be declared before the move and may need specialist cover. We may ask you to insure your own goods for their full replacement value, particularly where the item is fragile, easily damaged, or valuable beyond standard transit cover. Any limit on our liability will be reasonable and proportionate, and it will not remove your rights as a consumer.

Claims for loss or damage should be reported to us as soon as reasonably possible and, in any event, within a reasonable time after the service ends. You should provide evidence, including photographs, receipts, or repair estimates where available. We may inspect the item, packaging, and site conditions before agreeing any claim. Where damage is minor and repairable, our preferred remedy may be repair, replacement, or a fair monetary settlement. We are not liable for indirect losses such as loss of profit, loss of opportunity, or reputational harm unless required by law.

6. Waste Regulations and Disposal
Where our removal company also provides clearance or disposal services, all waste handling will be carried out in line with UK waste legislation, including duties relating to responsible transport, transfer, and disposal. We will only remove waste that has been lawfully presented for collection, and we may request confirmation of the type and source of the material. Hazardous, clinical, electrical, or specialist waste may require separate handling and may not be accepted unless specifically agreed in advance. We reserve the right to refuse any item that we believe may breach waste or environmental regulations.

When waste is removed, the customer must accurately describe what is being disposed of and must not conceal items that could be regulated, dangerous, or prohibited. If waste transfer notes, permits, declarations, or additional documentation are required, you agree to provide the information necessary for compliance. We may issue our own records or transfer documentation where applicable. If waste is contaminated, mixed with prohibited materials, or incorrectly described, you may be liable for the resulting costs, including any re-sorting, additional treatment, or lawful disposal charges.

We follow the legal requirement not to abandon, unlawfully dump, or knowingly transport waste in breach of environmental law. The customer must not ask us to dispose of items illegally or to avoid fees by misdescribing the load. Any request of that kind may result in immediate refusal of service and may be reported to the appropriate authorities where required. Where reusable items are collected for donation, reuse, or recycling, the customer acknowledges that title may pass to us or to an approved third party once the goods are accepted for that purpose.

7. Force Majeure, Complaints, and General Terms
Neither party will be liable for failure or delay caused by events beyond reasonable control, including natural disasters, fire, flood, government action, industrial disputes, major transport disruption, or public health restrictions. If such an event occurs, the affected party should notify the other as soon as possible and take reasonable steps to limit the impact. Where the event continues for a prolonged period, either party may have the right to end the affected booking without further liability, except for obligations already accrued.

If you have a complaint about our removal company services in Bermondsey or any other area we serve, you should raise it promptly so that we can investigate and, where appropriate, put things right. We may ask for details, photographs, or supporting documents. Any attempt to withhold payment without a valid reason may be treated as a breach of contract. If any term in these conditions is found to be invalid or unenforceable, the remaining terms will continue in effect. No waiver of any right will operate unless agreed in writing.

These terms contain the entire agreement between the parties in relation to the service, unless varied in writing by an authorised representative. You may not assign your rights or obligations without our written consent. We may subcontract parts of the work where appropriate, but we remain responsible for the service we have agreed to provide, subject to the limits set out in these terms and in law. Any notice under these terms may be given by email or other agreed written method and will be treated as received in line with the usual rules for business communications.

8. Governing Law
These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. Where the customer is a consumer, the courts of England and Wales will have jurisdiction, although you may also benefit from any mandatory rights available under consumer law. Where the customer is a business, the parties submit to the exclusive jurisdiction of the courts of England and Wales, unless otherwise agreed in writing.

Nothing in these terms is intended to reduce or remove any statutory rights you may have under applicable UK law. If any part of the contract must be interpreted, it should be read in a way that is consistent with those rights wherever possible. By booking our removal services, you confirm that you have read, understood, and agreed to these conditions and that you accept responsibility for providing accurate information, lawful instructions, and proper access arrangements. These terms are designed to support a fair, transparent, and professional service relationship for every booking.