Terms and Conditions for Removal Services
These Terms and Conditions set out the basis on which our removal services are provided. By making a booking, confirming an estimate, or allowing us to begin work, you agree to be bound by these terms. They are intended to create a clear understanding between the customer and the company, covering the booking process, payment arrangements, cancellations, liability, waste handling, and the law that applies to the contract. These terms apply to domestic and commercial removals, clearance work, and related services supplied by a removal company or removal services provider.
For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person requesting the service. Where a booking is made on behalf of another person, the individual placing the booking confirms that they are authorised to do so and that they accept responsibility for ensuring the information supplied is accurate. In these terms for removal companies, any estimate or quotation is based on the information made available at the time of pricing, and the final charge may change if the scope of work changes.
Nothing in these terms affects your statutory rights as a consumer where the law says they cannot be excluded or limited. We may update these terms from time to time, and the version in force at the time of booking will normally apply to the contract unless we notify you otherwise in writing. Please read the whole document carefully before placing a booking for a house removal service, office move, furniture transport, or waste-related service.
Booking Process
Bookings may be made by phone, email, online form, or any other method we make available. A booking is not binding until it has been accepted by us, either by written confirmation or by commencement of the service. At the time of booking, you should provide complete and accurate details, including the collection and delivery addresses, access restrictions, parking arrangements, item lists, packing requirements, dates, and any known hazards. If the information given is incomplete or incorrect, we may revise the price, alter the service plan, or decline the job if it cannot reasonably be carried out safely or lawfully.
Any quotation or estimate is based on the details supplied and, where relevant, an inspection, survey, or video assessment. Estimates are not fixed prices unless expressly stated in writing. If the actual work differs from what was described, for example due to additional items, difficult access, waiting time, stairs, lack of parking, or extra labour, the charge may be adjusted accordingly. As with most removal companies in Streatham and elsewhere in the UK, we reserve the right to make reasonable changes where the scope of work increases or conditions are materially different from those originally agreed.
Payments
Unless otherwise agreed, payment is due in full on completion of the service, before unloading is finalised, or at another time specified in the booking confirmation. We may require a deposit, booking fee, or part payment in advance to secure a date. Any such amount will be explained at the time of booking. Deposits are usually non-refundable except where we cancel the service or where mandatory consumer law requires otherwise. Accepted payment methods may include bank transfer, card payment, cash, or other methods stated in the booking confirmation.
Where a quotation is stated as fixed, it applies only to the service described and to normal working conditions. Additional charges may apply for waiting time, extra handling, specialist lifting, dismantling or reassembly not included in the original quote, parking fines caused by inadequate arrangements supplied by you, storage, disposal fees, or any extra work requested on the day. We may also charge for aborted services where access is impossible, the property is not ready, the goods are not available, or you or your representative are not present to authorise the work. Late or non-payment may lead to recovery action and reasonable costs associated with enforcement.
All prices are normally quoted in pounds sterling and may be subject to VAT where applicable. If any tax, levy, or fee becomes payable in connection with the service, and it is lawfully chargeable to you, it may be added to the invoice. You are responsible for ensuring that sufficient funds are available and that any payment method used is valid and authorised. We may suspend or refuse further services if payment disputes remain unresolved. In the context of a removal service contract, time spent waiting for payment clearance may be billed if it delays the job.
Cancellations and Amendments
You may request cancellation or amendment of your booking by providing notice as soon as possible. Cancellations made well in advance may not incur a charge, but cancellation fees may apply where we have already allocated staff, vehicles, materials, or third-party support. If you cancel within a short period before the scheduled date, or after the team has been dispatched, you may be required to pay a reasonable cancellation fee reflecting our losses and wasted time. Any deposit paid may be retained to the extent permitted by law and by the agreed cancellation policy.
If you wish to change the date, collection point, delivery point, inventory, or service scope, we will try to accommodate the request, but amendments are subject to availability and may result in revised pricing. We are not liable for delay or inability to perform the service if your request for a change cannot reasonably be met. If weather conditions, traffic disruption, access problems, or events outside our control affect the appointment, we may reschedule the work or adapt the service in a way that remains safe and practical. This is standard practice for a removals company operating under UK service conditions.
If you fail to be present or fail to provide access, keys, permits, parking arrangements, or other agreed prerequisites, we may treat the job as cancelled or aborted and charge accordingly. Where cancellation occurs because you have not prepared the premises or items as agreed, the same position may apply. We recommend that any notice of cancellation or amendment is provided in writing so that it can be recorded accurately and assessed against the booking terms.
Liability and Insurance
We will take reasonable care in carrying out our services, but our liability is limited as set out in these terms. Nothing in this section limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, we are not responsible for losses arising from inaccurate information supplied by you, from items not properly packed, from hidden defects, or from circumstances beyond our control. In particular, fragile items, antiques, electronic equipment, glass, plants, and dismantled furniture may be especially vulnerable if not prepared appropriately.
It is your responsibility to ensure that all goods are adequately packed, labelled, and protected unless we have expressly agreed to provide packing services. Where we pack items, we will use reasonable skill and care, but we cannot guarantee against damage caused by inherent weakness, pre-existing faults, or unsuitable materials supplied by you. Any claim for loss or damage must be reported as soon as reasonably possible and in any event within a reasonable time after completion. You should inspect the goods promptly on delivery and note any issues so they can be reviewed in line with our claims process.
Our total liability for loss or damage arising from the service, whether in contract, negligence, or otherwise, will be limited to the amount paid for the relevant service, except where the law requires a higher amount or where a separate written agreement states otherwise. We do not exclude liability for items specifically declared and accepted for increased cover if such cover has been purchased or confirmed in writing. If insurance is required beyond our standard cover, you are responsible for arranging appropriate additional protection. A UK removal company may rely on these limits provided they are fair, transparent, and compliant with consumer law.
Customer Responsibilities
You must ensure that the property, access routes, loading areas, and destination are reasonably safe and suitable for the service. This includes arranging parking, securing permits where necessary, informing us of restricted access, and removing obstacles where possible. You must also make us aware of any items that are hazardous, prohibited, unusually heavy, or requiring specialist equipment. If there are lifts, stairs, narrow corridors, or fragile surfaces, you should tell us in advance so that the service can be planned correctly and safely.
Any goods handed to us must be legally owned by you or lawfully available for us to transport. You must not ask us to move or dispose of anything that is stolen, illegal, contaminated, or unsafe. You are responsible for backing up digital data before moving computers or similar equipment, as we do not accept responsibility for software corruption or loss of data unless we have expressly agreed to handle such matters. You should also disconnect appliances, secure loose parts, and remove personal valuables, cash, documents, jewellery, and similar items before the removal team begins work.
If you provide instructions through a representative, you remain responsible for those instructions unless and until we are told otherwise. If you request us to leave items unattended, place them in a specific area, or perform any action outside the standard service, you do so at your own risk unless we agree in writing. Cooperation and clear communication are essential to avoid delay, extra cost, or disputes during a removal service.
Waste Regulations and Disposal
Where our service includes clearance, disposal, or removal of unwanted goods, all waste handling will be carried out in accordance with applicable UK waste regulations, including duties relating to lawful transfer, transport, and disposal. We may require you to identify which items are waste and which are to be retained. We will not remove controlled, hazardous, or regulated waste unless we are legally permitted and properly equipped to do so. For compliance reasons, we may ask for written instructions or confirmation before collecting any materials intended for disposal.
We reserve the right to refuse any item that appears unsafe, prohibited, contaminated, or unsuitable for transport. Examples may include asbestos, chemicals, gas cylinders, clinical waste, electrical waste requiring specialist processing, or any substance that creates a risk to health and safety. If waste is mixed with reusable items, separated incorrectly, or described inaccurately, extra charges may apply for sorting, handling, or lawful disposal. You agree to provide honest and complete information so that waste is managed in line with the law and with our internal safety procedures.
When required, we may use licensed waste carriers, authorised facilities, and documentation consistent with the applicable regulatory framework. If waste transfer notes, receipts, or other records are issued, you agree to cooperate with any reasonable request for signature, verification, or information. We do not accept responsibility for waste placed into our care contrary to your instructions, or for items later discovered to be subject to special disposal rules if those items were not disclosed to us in advance. A removals company in the UK must follow these duties carefully, and so must the customer when requesting clearance work.
Delays, Force Majeure, and Subcontractors
We are not liable for delays or failure to perform where caused by events beyond our reasonable control, including severe weather, road closures, traffic incidents, industrial action, fire, flood, pandemic restrictions, accidents, or the sudden unavailability of staff or vehicles. In such cases, we may rearrange the service, continue at a later time, or cancel the booking if performance becomes impracticable. We will aim to keep you informed and to act reasonably in finding a practical solution.
We may use subcontractors, associate teams, or third-party service providers to assist with the work. Where we do so, we remain responsible for the service as agreed, subject to the limits in these terms. Any subcontractor engaged on our behalf must meet appropriate standards of competence and conduct, but we are not liable for their actions beyond what the law requires or what we have expressly undertaken. You must not directly instruct a subcontractor to alter the agreed scope unless we consent.
If a dispute arises, both parties should first try to resolve it in good faith. If a complaint concerns damage, missing items, or billing, you should provide enough detail and supporting information to allow a proper review. We may ask for photographs, receipts, inventories, or other evidence. Failure to provide timely information may affect the assessment of the claim. These provisions support a fair and transparent removal services agreement.
Governing Law
These terms and any dispute or claim arising out of or in connection with them are governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer, you may have additional rights under applicable consumer legislation, and nothing in these terms is intended to remove those rights where the law prevents exclusion. Any court proceedings relating to the contract shall be subject to the jurisdiction of the courts of England and Wales, unless mandatory legal rules provide otherwise.
If any part of these terms is found to be unlawful, invalid, or unenforceable, the remainder will continue in full force and effect. Any waiver of a breach or failure to enforce a provision does not mean that the same or a similar breach will be waived in future. The headings used in these terms are for convenience only and do not affect interpretation. Together, these provisions form the full agreement between the parties for the supply of a removal company service, unless a separate written contract states otherwise.
By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. They are designed to provide clarity, reduce risk, and establish a fair framework for service delivery, payment, and responsibility. If you require a special arrangement, it must be agreed in writing before the service begins.