Terms and Conditions for Removal Services

These terms and conditions set out the basis on which our removal company provides services to residential and commercial customers. By making a booking, you agree to these terms, which are designed to create a clear and fair arrangement for both parties. They apply to house removals, office relocations, furniture transport, and related moving services arranged through us. For the avoidance of doubt, these conditions govern the service contract from the point of booking through to completion of the move.

We aim to deliver a professional, careful, and efficient removal service. However, the nature of moving means that certain risks are unavoidable, particularly when handling fragile, bulky, valuable, or unusually heavy items. These terms explain where our responsibilities begin and end, what information you must provide, how payments work, and what happens if plans change. They also explain how waste is handled and what laws apply to disposal activities.

In these terms, references to “we”, “us”, and “our” mean the removal company providing the service, and references to “you” or “customer” mean the person or business booking the service. Any reference to a man and van service, full removal service, packing support, storage transfer, or disposal support should be read as part of these terms where applicable. If any part of these terms is found to be invalid, the remainder will continue to apply.

All bookings are subject to availability and confirmation. A booking is not final until we have received the required details, confirmed the date and scope of work, and, where applicable, received the agreed deposit or advance payment. The booking process may include a survey, inventory review, or request for photographs so that we can estimate the volume, access conditions, and equipment required. Accurate information is essential because it affects vehicle size, staffing, time allocation, and pricing.

You are responsible for ensuring that all details provided during the booking process are complete and correct. This includes the collection and delivery addresses, access restrictions, parking arrangements, floor levels, lift availability, item descriptions, and any special handling requirements. If you fail to disclose important information, we may revise the quotation, change the service plan, or, in serious cases, refuse to proceed. Any quotation is based on the information supplied at the time and may change if the actual job differs materially from what was described.

Where a domestic removal or business relocation requires packing materials, dismantling, or reassembly, these services must be agreed in advance unless otherwise stated. We may ask for a written confirmation by email, text, or booking form before assigning vehicles and crew. By confirming a booking, you acknowledge that you have authority to enter into the agreement and that you accept these removal company terms on behalf of all persons or entities connected with the move.

All prices are given in accordance with the information available at the time of quotation. Quotes may be fixed price, hourly, or a combination of both, depending on the type of removal service. Unless expressly stated otherwise, estimates are not guarantees if the scope of the job changes. Additional charges may apply for waiting time, extra labour, difficult access, long carry distances, parking penalties, out-of-hours work, dismantling beyond the original scope, or the handling of items not declared in advance.

Payment terms will be confirmed at the time of booking. In most cases, a deposit is required to secure the date, with the balance payable on completion or before unloading, depending on the agreed arrangement. We may accept bank transfer, debit card, credit card, or another approved method. Where payment is due before work begins, we reserve the right to withhold services until cleared funds are received. You must ensure payment is made in full and on time.

If payment is delayed, disputed without proper grounds, or otherwise not made in accordance with the booking terms, we may charge reasonable administrative costs and interest where permitted by law. Any discount, promotional rate, or special arrangement is valid only for the specific booking to which it applies and cannot be transferred. The customer remains liable for all sums due under the contract, including any agreed extras arising during the move. A receipt or invoice may be provided after payment is completed.

You may cancel or amend a booking by giving notice in writing. The amount of notice provided will determine whether any cancellation fee applies. If you cancel well in advance, we may refund the deposit in full or in part, subject to any non-recoverable costs already incurred. If the booking is cancelled close to the scheduled date, particularly after crews or vehicles have been allocated, a reasonable charge may be retained to cover preparation and lost availability.

Where the customer requests a change to the date, time, inventory, or service scope, we will do our best to accommodate the request, but changes are subject to availability and may affect the price. We are not responsible for delays caused by traffic, weather, road restrictions, incidents beyond our control, or problems with access to the property. If delays occur because of inadequate parking, missing keys, incomplete clearance, or late arrival of third parties, additional waiting time may be charged.

If we need to cancel or reschedule due to unforeseen circumstances, equipment failure, staff illness, safety concerns, or events beyond our reasonable control, we will inform you as soon as reasonably possible and offer an alternative date or appropriate refund where necessary. Our liability for cancellation is limited to the amount paid for the affected service, except where the law requires otherwise. We are not responsible for indirect losses such as loss of earnings, missed appointments, or accommodation costs arising from a cancellation or delay.

Customers must ensure that access is available on the agreed date and that the property is ready for loading or unloading. This includes securing parking where needed, arranging permission for access where the location is controlled, and removing obstacles that would prevent safe movement of goods. If our crew is unable to complete the move because the premises are inaccessible or unsafe, we may charge for time spent, return travel, and any additional attendance required.

We expect reasonable cooperation from the customer and any occupants, agents, or representatives involved in the move. If items are to be collected from or delivered to multiple addresses, you must provide clear instructions in advance. Failure to do so may cause delay or additional charges. We reserve the right to refuse to move any item that we reasonably believe poses a risk to health, safety, or lawful operation, including prohibited items or goods requiring specialist handling.

In the middle of a relocation, it is sometimes necessary to adjust the sequence of loading or unloading to maintain safety and efficiency. Our team will decide how best to perform the work unless you have given specific instructions that are compatible with safe practice. The final decision on operational matters rests with the crew leader acting reasonably. Any customer request that conflicts with law, insurance conditions, or health and safety requirements may be declined.

We take reasonable care when handling goods during a removal service, but our liability is limited by the nature of the work and by the information you supply. You must tell us about items of particular value, fragility, or sentimental importance before the move. Where goods are not properly packed by us, or where you have packed items yourself, we are not responsible for damage caused by insufficient packaging unless the damage results directly from our negligence.

We are not liable for pre-existing damage, wear and tear, hidden defects, manufacturing weakness, or problems caused by poor packing, poor assembly, or unsuitable access. You should inspect items before the move and bring any existing marks or faults to our attention where relevant. We are also not liable for loss or damage caused by events outside our control, including fire, flood, theft by third parties, severe weather, civil disturbance, or road incidents that are not caused by our own fault.

Where we are legally responsible for loss or damage, our liability is limited to the lower of the repair cost, replacement value, or the maximum amount covered under our applicable insurance for the specific claim, unless a different limit is required by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded. Claims must be reported as soon as reasonably possible, and in any event within a reasonable time after the service.

If you wish to make a claim, you must provide evidence of the item, the alleged damage or loss, and any supporting documents such as receipts, photographs, or repair quotations. We may inspect the item and request that it is preserved for assessment. Failure to cooperate with a reasonable claims process may affect our ability to investigate the matter. Any settlement offered will be made in full and final resolution unless otherwise agreed in writing.

It is your responsibility to insure items that exceed ordinary household or business replacement values, unless we have expressly agreed in writing to cover them under a special arrangement. Customers are encouraged to maintain their own transit insurance where appropriate. A standard removals company service is not equivalent to full insurance for all circumstances, and certain exclusions may apply under our policy or under general law. Nothing in these terms reduces your statutory rights.

If our team assists with packing, dismantling, or reassembly, we will use reasonable care, but we do not guarantee that all items can be dismantled and reassembled without incident, especially where items are older, unstable, or previously assembled. You should ensure that valuable electronics, jewellery, cash, confidential documents, and irreplaceable items are moved personally unless we have agreed otherwise in writing. This applies equally to a professional moving company and any associated subcontractor engaged for part of the service.

Where our service includes disposal, clearance, or removal of unwanted items, the customer must be clear about what is to be removed and confirm that they have the right to dispose of those items. We will only transport or dispose of waste in compliance with applicable waste regulations, environmental requirements, and duty-of-care obligations. Waste must not be mixed with items intended for relocation unless agreed in advance, as this may create compliance issues and additional costs.

We may ask for proof that a customer owns or lawfully controls items scheduled for disposal. We reserve the right to refuse the collection of hazardous, illicit, contaminated, or restricted waste. Items such as asbestos, chemicals, oils, medical waste, gas cylinders, batteries, electrical waste, or materials requiring specialist licences may need separate treatment. If such items are discovered unexpectedly, we may halt work or charge extra for lawful handling, specialist transport, or refusal costs.

All waste transferred by us is handled in accordance with the duty of care imposed by environmental law. Where required, waste transfer notes, carrier details, or other compliance records may be created and retained. The customer must not ask us to dispose of items illegally or to misdescribe waste as general rubbish. Any request to bypass legal disposal routes will be refused. If the customer provides inaccurate information about waste, they may be responsible for additional costs, penalties, or claims arising from that misinformation.

For mixed loads containing both moving goods and waste, you must clearly identify which items are to be kept and which are to be removed. Items left without instruction may be treated as waste only where that is expressly agreed or where disposal is the obvious and lawful course of action. Once waste has been removed for disposal, ownership generally passes and items cannot be reclaimed. We are not responsible for loss arising from a customer failing to separate retain, recycle, and discard items before the service begins.

Where the service includes clearance of a property after a move, you should ensure that nothing of value remains behind unless you have made a separate written arrangement. We are entitled to make reasonable assumptions based on the instructions provided, but we will not intentionally dispose of obviously personal documents or clearly identifiable valuables without instruction. The customer remains responsible for checking premises carefully before and after the service.

Any packaging, cardboard, protective wrapping, or transit materials generated during the move may be removed for recycling or disposal if this is included in the agreed service. Otherwise, such materials may be left on site or placed where instructed, subject to lawful disposal arrangements. Our approach to waste handling is intended to support compliance, safety, and responsible environmental practice, while keeping the house removal terms fair and practical for both parties.

These terms are governed by the laws of England and Wales. Any dispute arising from the service or from these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If the customer is a business, nothing in these terms limits any rights or remedies available under applicable commercial law, except where legally permitted. If the customer is a consumer, statutory protections remain in force and are not affected by any contractual wording.

We may update these terms from time to time to reflect changes in our services, operational practice, or legal requirements. The version in force at the time of booking will apply to your contract unless a later change is required by law or agreed by both parties. No employee, driver, or crew member has authority to vary these terms unless that variation is confirmed in writing by an authorised representative of the company.

If any clause is found to be unenforceable, the remaining clauses will remain in full force. Failure by us to enforce any right or provision immediately does not mean that we waive that right. These terms, together with your confirmed booking details and any written amendments, form the entire agreement between the parties regarding the removal service, subject always to your statutory rights and any mandatory legal obligations.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. You also confirm that the information supplied is accurate and that you have authority to arrange the service. Our aim is to provide a reliable removal company service with clear expectations, lawful waste handling, and a transparent approach to liability and payment. Where a question arises, we will interpret the contract reasonably and in good faith.

These service terms are intended to support smooth planning, lawful operation, and fair allocation of risk. They do not replace consumer rights or legal protections that cannot be excluded. For customers arranging a man with a van, a full relocation, or a disposal-inclusive move, the same core rules apply: accurate booking information, agreed payment, responsible access, proper waste compliance, and reasonable conduct throughout the job.

Thank you for choosing a professional moving service. Our commitment is to carry out each removal carefully, lawfully, and with respect for your property. When the service is booked and performed in line with these terms, both parties benefit from clarity, accountability, and a better moving experience.