These Terms and Conditions apply to all bookings made with our removal company and set out the basis on which we provide domestic and commercial moving services, packing support, loading, transport, and related services. By requesting a quote, confirming a booking, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing any order for a house move, office relocation, or any other removal service.

In these Terms and Conditions, references to “we”, “us”, and “our” mean the removal company providing the service, and references to “you” and “your” mean the customer named on the booking or any person acting on their behalf. These terms are intended to create a clear service agreement for removal services in the UK and should be read together with any written quotation, inventory, or job confirmation provided before the move.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining terms will continue in full force. No waiver of any term shall be treated as a permanent waiver unless confirmed in writing. Headings are included for convenience only and do not affect interpretation.

1. Booking Process

All bookings for a removal company service are subject to availability and final confirmation by us. A booking may begin with an enquiry, a quote request, a site survey, or an inventory review. Any quotation we provide is based on the information supplied by you, including property size, access conditions, volume of items, required team size, parking arrangements, and whether special handling is needed for fragile or bulky goods.

To secure a booking, you must confirm acceptance of the quotation and provide accurate booking details, including the collection and delivery addresses, preferred move date, and any relevant access restrictions. We may ask for photos, videos, or a list of items to ensure the quote remains valid. If the information you provide changes before the move, we reserve the right to revise the price, staffing, vehicle size, or schedule accordingly.

A booking is only confirmed when we issue written confirmation and, where required, receive any deposit or advance payment requested. Verbal discussions, tentative dates, or held slots do not constitute a guaranteed booking until confirmed in writing. You are responsible for checking all booking details carefully, including dates, addresses, contact details, and service scope.

We may refuse or cancel a booking if we reasonably believe the job is unsafe, unlawful, impractical, or outside our service capability. We may also refuse a booking where payment terms are not met, where access information is incomplete, or where the items to be moved include prohibited or hazardous materials. Any change to the agreed service must be approved by us in writing.

2. Your Responsibilities Before the Move

You must ensure that all goods are properly prepared for removal, unless packing services have been expressly included in the quotation. This includes securing drawers, disconnecting appliances where necessary, defrosting freezers in advance, removing loose items from furniture, and protecting fragile items if they are not being packed by us. You should also arrange for parking permission, lift access, and any building management requirements unless we have agreed to do so.

You are responsible for declaring any items of exceptional value, sensitivity, or risk, including antiques, artwork, jewellery, legal papers, electronics, cash, and irreplaceable personal items. Unless expressly agreed, we do not accept responsibility for items that should reasonably be transported by the customer. You must also ensure pets, children, and unauthorised persons are kept away from operational areas during the move.

Any item that is dangerous, illegal, contaminated, perishable, or unsuitable for transport must be disclosed before the move begins. Examples include flammable liquids, gas canisters, explosives, asbestos, chemicals, live plants subject to restrictions, and any waste controlled by law. We may refuse to load any such item and may terminate the job if undisclosed prohibited goods are discovered.

3. Payments and Charges

All prices are provided in pounds sterling unless stated otherwise. Quotations may be fixed-price or estimated, depending on the information available at the time of booking. A fixed-price quotation is valid only for the scope of work described, while an estimated price may vary if the actual job differs from the original description in volume, access, distance, labour time, or complexity.

You agree to pay all charges due for the removal service, including labour, vehicle use, waiting time, packing materials, storage, disposal fees, congestion-related costs where applicable, and any extra work requested by you on the day. Unless otherwise agreed in writing, payment is due immediately upon completion of the service or in accordance with the invoice terms stated at booking.

We may request a deposit, part payment, or full prepayment to secure the reservation or to cover third-party costs. Deposits may be non-refundable where clearly stated at the time of booking and where we have reserved resources for your job. If payment is not received when due, we may charge reasonable interest and recovery costs to the extent permitted by law.

Where additional charges arise during the move due to a change in scope, you will be informed as soon as reasonably practicable. If you choose to proceed, you agree to pay the revised amount. We are not obliged to continue work where additional charges remain unpaid, although we will act reasonably to avoid disruption where possible.

Payments may be made by the methods we accept from time to time. Any bank or card charges imposed by your provider remain your responsibility. If an invoice is disputed, you must notify us promptly and provide reasons. Undisputed amounts remain payable on time even if part of the invoice is queried.

4. Cancellations, Amendments, and Rebooking

You may cancel or amend a booking by giving notice in writing. The amount payable on cancellation depends on the notice period, any non-refundable deposit, and any costs already incurred by us, such as vehicle allocation, storage, packing materials, subcontractors, or permit fees. Cancellation charges may apply where we have reasonably reserved time and resources for your move.

If you cancel with short notice, on the day of the move, or after our team has arrived, you may be charged a significant portion of the agreed fee, including attendance and waiting costs. Where a move is postponed or rebooked, we will use reasonable efforts to offer a new date, but availability cannot be guaranteed. Price changes may apply if the move date, scale, or conditions change materially.

If we need to cancel or reschedule due to operational reasons, severe weather, vehicle failure, staff illness, or circumstances beyond our control, we will notify you as soon as possible and arrange an alternative date or refund any sums due for work not performed. Our liability for cancellation is limited to the return of amounts paid for the cancelled portion of the service, except where otherwise required by law.

5. Liability and Limitations

We will carry out removal services with reasonable care and skill. However, our liability is limited to direct loss or damage caused by our negligence or breach of contract. We do not accept liability for indirect or consequential losses, including loss of profit, loss of business opportunity, emotional distress, or delay-related costs, except where such exclusion is not permitted by law.

We are not liable for damage to items that were inadequately packed by you, inherently fragile, already damaged, improperly secured, or unsuitable for transit without specialist packaging. Likewise, we are not responsible for damage caused by ordinary wear and tear, hidden defects, defective fittings, unsecured contents, or circumstances outside our control, such as adverse weather or traffic disruption.

Any claim for loss or damage must be reported to us as soon as reasonably practicable and in any event within a reasonable time after delivery or discovery. You should retain all packaging and damaged items for inspection. If a claim is accepted, we may choose to repair, replace, or compensate the item, subject to any applicable limits set out in the quotation or insurance arrangements.

Our aggregate liability for any single job shall not exceed the amount paid or payable for the service, unless a higher limit is required by law or expressly agreed in writing. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

If we assist with dismantling, reassembly, or placement of items, we do so on the basis that the item is suitable for such work and that any manufacturer instructions or special requirements have been disclosed. We are not liable for pre-existing faults or for items that become unstable because of hidden defects or age-related weakness.

6. Waste Removal and Environmental Compliance

Where our service includes the collection, removal, or disposal of unwanted items, we will handle waste in line with applicable UK waste regulations and environmental obligations. We may act as a waste carrier only where legally permitted and where the service has been arranged for that purpose. You must not place illegal waste, hazardous waste, or restricted materials into our load without prior agreement.

Under waste rules, the duty of care applies to both parties. You must provide accurate information about the nature of the waste, and we must ensure that waste is transferred to appropriate facilities or authorised third parties where required. We may request details of the origin and composition of certain waste items, particularly where they may be recyclable, electrical, bulky, or potentially hazardous.

We reserve the right to refuse disposal of items that cannot be lawfully collected or processed. This includes materials requiring specialist handling, items containing gases or chemicals, clinical waste, asbestos, and anything for which we do not have the necessary permissions or equipment. Any additional costs arising from lawful waste disposal, sorting, or compliance requirements may be charged to you if clearly connected to your booking.

Where items are designated for recycling, reuse, or donation, we cannot guarantee acceptance by third-party facilities. If you ask us to separate, store, or transport waste and reusable goods together, you are responsible for confirming what should be disposed of and what should be retained. Once waste has been collected and lawfully transferred, ownership generally passes in accordance with the arrangements made for the service.

If we reasonably believe that items declared as rubbish contain valuable goods or materials, we may ask for clarification before disposal. We are not responsible for items unintentionally included among waste unless our team acted negligently. You should therefore check all bags, boxes, and containers before they are handed over for disposal.

7. Service Performance, Access, and Delays

You must ensure the premises are accessible at the agreed times. If our team is delayed by blocked access, incomplete parking arrangements, lift restrictions, keys not being available, or waiting for third-party approvals, we may charge reasonable waiting time or additional labour. Any scheduled delivery window is an estimate unless we expressly state otherwise.

We will use reasonable efforts to complete the service on the planned day, but moving times may be affected by traffic, weather, building rules, or circumstances outside our control. Delays do not automatically entitle you to compensation unless they are caused by our negligence and result in direct, provable loss. We are not responsible for delays caused by third parties, emergency restrictions, or force majeure events.

8. Complaints, Data, and General Provisions

If you have a complaint about the service, you should notify us promptly with sufficient detail so that we can investigate and, where appropriate, offer a remedy. We may ask for photographs, inventories, invoices, or other evidence. We aim to handle disputes fairly and within a reasonable time, but any resolution will depend on the facts and the evidence available.

We will process personal data only as necessary to manage bookings, payments, compliance checks, and customer service matters. Personal data will be handled in accordance with applicable data protection laws. We may share limited information with insurers, payment processors, waste contractors, or subcontractors where necessary to perform the service or meet legal obligations.

These Terms and Conditions constitute the entire agreement between you and us relating to the removal service, unless varied in writing by an authorised representative. You may not assign your rights or obligations without our consent. We may transfer our rights and obligations where this does not materially affect your rights under the contract.

9. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer resident in another part of the UK, you will also benefit from any mandatory protections available under the law of your residence.

Any dispute that cannot be resolved informally will be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable consumer law allows otherwise. Each party agrees that the courts shall have authority to determine any issue arising from these terms, including claims relating to service quality, payment, cancellation, or liability.

By booking a removal company service with us, you confirm that you have read, understood, and accepted these Terms and Conditions. They are designed to create a fair and transparent framework for removals, moving services, and related waste handling, while maintaining compliance with UK legal requirements.