London Removal Terms and Conditions
These Terms and Conditions set out the agreement between the customer and the removal company for the provision of removal and related services within London and the wider United Kingdom. By booking or using any removal, moving, packing, storage delivery, or waste-related services, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Company means the removal service provider supplying removal and related services.
Customer means the person, firm, or organisation requesting or booking services from the Company.
Services means removal, moving, packing, loading, unloading, transportation, delivery, storage handling, and any ancillary services provided by the Company.
Goods means any items, furniture, personal effects, equipment, or property moved, handled, or stored by the Company on behalf of the Customer.
Premises means any property, building, or location from which or to which the Goods are moved or at which they are handled or stored.
Booking means a confirmed request for Services accepted by the Company, whether made online or by any other method permitted by the Company.
2. Scope of Services
The Company provides removal and related services for domestic and commercial customers, including but not limited to house moves, flat relocations, office removals, local moves within London, and moves across the UK. The exact scope of Services will be set out in your quotation or booking confirmation.
Any additional services not expressly specified in the quotation or booking confirmation may incur extra charges and will be provided only if agreed by the Company in advance or at the time of service where reasonably possible.
3. Quotations and Estimates
All quotations and estimates are based on the information supplied by the Customer, including property access, volume and nature of Goods, floor levels, availability of lifts, parking conditions, and any special handling requirements.
The Company reserves the right to revise prices if the information provided by the Customer is inaccurate or incomplete, or if circumstances change on the day of the move, including but not limited to restricted parking, additional floors, delayed access, or increased volume of Goods.
Unless otherwise stated, quotations do not include insurance, storage charges, packing materials, dismantling or reassembly of furniture, disconnection or reconnection of appliances, or disposal of waste or unwanted items.
4. Booking Process
Bookings must be made through the methods accepted by the Company. When making a booking, the Customer must provide accurate details of the collection and delivery addresses, access information, property type, approximate volume of Goods, and any special requirements.
A booking is not confirmed until the Company has issued a booking confirmation. The Company may, at its discretion, require a deposit or full payment in advance to secure the booking. Provisional or tentative bookings that are not confirmed may be cancelled or declined by the Company without liability.
The Customer is responsible for checking the booking confirmation and notifying the Company promptly of any errors or changes. Any change to the date, time, addresses, or scope of work may affect availability and pricing.
5. Customer Responsibilities
The Customer must ensure that:
All necessary permissions for parking and access at both collection and delivery addresses are obtained in advance, including any permits or authorisations required by local authorities or property managers.
Goods are properly packed and prepared for transport, unless the Company has agreed to provide packing services.
All items that are fragile, valuable, or require special handling are clearly identified to the Company before loading.
All Goods are ready for collection at the agreed time, and that there is safe and unrestricted access to the Premises, including suitable stairways, lifts, corridors, and doorways.
Children, pets, and any third parties are kept at a safe distance from moving operations.
The Customer or an authorised representative is present at both collection and delivery points to check Goods and sign any relevant documents.
6. Payments and Charges
All prices are stated in pounds sterling unless otherwise specified. The Company may require part or full payment in advance, with any balance to be paid on completion of the Services, subject to any alternative payment terms expressly agreed in writing.
Payment must be made using the payment methods accepted by the Company. Failure to pay in accordance with the agreed terms may result in suspension of Services, refusal to release Goods, or application of late payment charges and interest in line with applicable UK law.
Additional charges may apply where:
Work exceeds the quoted time due to factors beyond the Companys control, including delays in gaining access, waiting time, or extra distance travelled.
There are additional items not disclosed at the time of quotation.
Stairs, long carry distances, or poor access significantly increase the time or effort required.
The Company is requested to provide extra services such as packing, dismantling, assembly, or waste removal not included in the quotation.
7. Cancellations and Amendments
If the Customer wishes to cancel or amend a booking, the Customer must notify the Company as early as possible. The Companys cancellation policy will apply as follows unless otherwise stated in writing.
For cancellations made more than a reasonable period in advance of the scheduled move date, the Company may refund any deposit paid, subject to a possible administrative fee.
For cancellations or significant changes made on short notice, the Company reserves the right to retain all or part of the deposit and to charge a cancellation fee to cover lost bookings and administrative costs. Short notice is generally considered to be a timeframe where the Company is unlikely to be able to reallocate the booking, such as within a few working days of the scheduled date.
Where the Customer fails to be available on the day of the move, or access is not provided and the Company is unable to carry out the Services, this may be treated as a same-day cancellation and charged accordingly.
8. Access, Parking, and Restrictions
The Customer is responsible for ensuring there is suitable parking for the Companys vehicle at both the collection and delivery addresses. This may include arranging parking permits, suspending parking bays, or complying with local parking regulations.
If suitable parking is not available, or if the vehicle is required to park at a distance from the Premises, the Company may charge for any additional time or carrying distance required. The Company is not liable for parking fines or penalties resulting from incorrect or inadequate information provided by the Customer, and such costs may be passed on to the Customer where incurred.
The Customer must inform the Company in advance of any access restrictions such as narrow roads, low bridges, height or weight limits, or controlled zones. If the Company cannot gain appropriate access due to restrictions not disclosed by the Customer, additional charges may apply or the Company may be unable to complete the Services.
9. Excluded Items and Customer Warranties
The Customer warrants that:
All Goods are owned by the Customer or the Customer has full authority to have them moved.
The Goods do not include any items that are illegal, dangerous, explosive, highly flammable, or otherwise pose a health and safety risk.
Certain items may be excluded from transport, including hazardous materials, live animals, perishable goods, cash, securities, jewellery, watches, precious metals, or valuable collections unless specifically agreed in writing and appropriately insured.
The Company may refuse to move any item that, in its reasonable opinion, is unsafe, illegal, or unsuitable for transport. Any loss or damage arising from the inclusion of excluded items without the Companys consent will be the sole responsibility of the Customer.
10. Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services. However, the Companys liability for loss of or damage to Goods is limited as set out in these Terms and Conditions.
Unless otherwise agreed in writing or covered by an appropriate insurance policy, the Companys total liability for loss of or damage to Goods arising from any one event or series of connected events will be limited to a reasonable sum, taking into account the nature of the Goods and the price paid for the Services.
The Company is not liable for:
Loss or damage arising from inherent defects, natural deterioration, or pre-existing damage to Goods.
Loss of profits, loss of use, consequential or indirect losses, or losses arising from delay, missed appointments, or any matters beyond the Companys reasonable control.
Loss or damage where Goods have been packed by the Customer or a third party and the damage is caused by defective or inadequate packing.
Damage to premises where the Company has been requested to move items through narrow spaces, over obstacles, or in circumstances where there is a known risk of damage and the Customer has accepted that risk.
Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable and in any event within a reasonable period from the date of the move or discovery of the loss or damage. The Customer must allow the Company a reasonable opportunity to inspect any alleged damage.
11. Insurance
The Company may maintain public liability insurance and other appropriate cover in connection with its operations. This does not replace the need for the Customer to arrange suitable insurance for Goods in transit or storage, particularly where items are of high value or special significance.
Any optional additional insurance or extended cover offered by the Company will be subject to separate terms and conditions. It is the Customers responsibility to request and consider such cover where required.
12. Delays and Events Beyond Control
The Company will make reasonable efforts to adhere to agreed dates and times, but timings are approximate and may be affected by traffic, weather, accidents, road closures, or other factors beyond the Companys reasonable control.
The Company is not liable for failure to perform or delay in performing any obligation where such failure or delay is due to events beyond its reasonable control, including but not limited to natural disasters, extreme weather, strikes, civil unrest, or breakdowns despite regular maintenance.
13. Waste and Disposal Regulations
The Company complies with applicable UK legislation and regulations relating to waste management and disposal. The Company is not a general waste carrier unless expressly stated, and will only remove and dispose of waste or unwanted items where this has been agreed as part of the Services and complies with regulatory requirements.
The Customer must not request removal of prohibited waste or items that require specialist disposal, such as hazardous materials, chemicals, asbestos, clinical waste, or electrical goods subject to specific disposal regulations, unless the Company has explicitly agreed and is licensed to do so.
Where the Company agrees to remove waste or unwanted items, such items will be handled and disposed of in accordance with applicable environmental and waste regulations. Additional charges may apply for waste transfer, recycling, or disposal services.
14. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Services, the Customer should raise the issue with the Company as soon as possible so that the matter can be investigated and addressed. The Customer should provide details of the issue and any supporting information or evidence.
The Company will review complaints in a fair and timely manner and will aim to reach a resolution through negotiation and discussion. Nothing in this clause affects the Customers statutory rights under UK law.
15. Data Protection and Privacy
The Company may collect and process personal information about the Customer for the purposes of providing Services, processing payments, handling enquiries, and managing bookings. The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom.
Personal data will not be sold or shared with unrelated third parties except where necessary to perform the Services, comply with legal obligations, or where the Customer has given consent.
16. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
The parties 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, the Services, or any related matters.
17. General Provisions
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions will continue in full force and effect.
No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.
The Company may update or amend these Terms and Conditions from time to time. The applicable version will be the one in force at the time the Customer makes a booking or enters into a contract for Services.
These Terms and Conditions constitute the entire agreement between the Customer and the Company relating to the Services and supersede all prior discussions, correspondence, or understandings.
