House Removals Terms and Conditions
These Terms and Conditions set out the basis on which our house removals and related moving services are provided. By making a booking, accepting a quotation, or allowing our team to begin work, you agree to these terms. They are intended to create a clear and fair framework for both parties, covering the scope of the home removal service, how bookings are confirmed, how payments are taken, and what happens if plans change. They also explain important matters such as liability, packing responsibilities, waste handling, and the law that applies to the agreement.
In these terms, 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. If more than one person is named, each person is responsible jointly and individually for the obligations in these terms. These conditions apply to domestic removals, including full-property moves, partial moves, and associated services such as loading, unloading, furniture placement, and optional packing support. They do not create any partnership, employment, or agency relationship beyond the service agreement itself.
Please read this document carefully before booking. A house clearance and removal arrangement can involve many items, access issues, timing constraints, and handling requirements. For that reason, the accuracy of the information you provide is essential. If the details you give are incomplete or incorrect, we may need to revise the quotation, change the service plan, or decline to carry out certain tasks on the day. These terms are designed to reduce misunderstandings and to make clear what is included, what is excluded, and when additional charges may apply.
1. Booking Process
A booking is not confirmed until we have accepted your request and, where required, received any deposit or advance payment stated in the quotation. We may provide an estimate based on the information you supply about the size of the property, inventory, access conditions, parking, dates, and any special requirements. The final price may be fixed or may be subject to adjustment if the move differs from the original description. A domestic removals service depends on practical details, so accurate disclosure is part of the booking process.
You must tell us in advance about items that require special care or equipment, including pianos, antiques, artwork, large glass items, fitness equipment, IT equipment, and any objects above a reasonable individual weight. You must also inform us of narrow stairways, lift restrictions, long carries, limited parking, or any other access issue that could affect the work. If the information changes before the move date, you are responsible for updating us as soon as possible. We may revise the quotation or service arrangement if the circumstances at the property are materially different from those originally described.
By agreeing to a booking, you confirm that you are authorised to arrange the move for the property and the goods to be moved. If you are booking on behalf of another person, you confirm that you have their permission to do so. We may rely on your instructions, including instructions given by a family member, agent, landlord, tenant, or representative who appears to be acting with authority. Any changes to dates, addresses, access times, inventory, or service level must be confirmed by us in writing or in another durable form.
2. Pricing and Payments
The price for our house moving services will normally be based on the agreed quotation, the information supplied before booking, and the actual work carried out. Unless stated otherwise, our prices may include labour, vehicle use, basic equipment, and standard loading and unloading tasks. Additional charges may apply for waiting time, parking charges, tolls, congestion fees, stair carries, delayed access, changes to the inventory, dismantling and reassembly beyond the agreed scope, or other work not reasonably included in the original quote.
Unless a different arrangement is set out in writing, payment is due in full on or before the day of the move. We may require a deposit to secure the booking, which may be non-refundable in accordance with the cancellation terms below. If payment is made by bank transfer, card, or another approved method, you are responsible for ensuring cleared funds are available on time. We may suspend work or refuse to start if payment conditions are not satisfied. Any unpaid balance may be subject to recovery action and reasonable administrative costs.
Where an estimate is provided rather than a fixed price, the final amount payable will depend on the time taken, the manpower required, and any additional services requested or reasonably necessary. If you ask us to carry out extra tasks during the job, such as moving additional items, dealing with unexpected access problems, or waiting for keys, we may charge for those tasks at our then-current rates. We will aim to explain any likely extra cost before it is incurred, but this may not always be possible in fast-moving conditions on the day.
3. Cancellations, Changes, and Delays
You may cancel or reschedule your house removals booking by giving us notice as soon as possible. If you cancel within a period specified in the quotation or booking confirmation, a cancellation charge may apply, and any non-refundable deposit may be retained. If you cancel at very short notice, or if our team has already been allocated, dispatched, or prevented from carrying out the work, you may be liable for a larger proportion of the agreed price. The purpose of this is to reflect costs already incurred, including vehicle allocation, staffing, and lost availability.
We may need to cancel or reschedule if we are unable to carry out the work safely or lawfully, if there are events beyond our reasonable control, or if you fail to meet the conditions needed for the move. This can include lack of access, no one present to provide instructions, unsafe conditions, severe weather, vehicle restrictions, or non-payment of sums due. If we cancel without fault on your part, we will return any amounts paid in advance for work not performed, but we will not be responsible for indirect losses arising from the cancellation, to the extent permitted by law.
If the move is delayed due to matters outside our control, such as traffic disruption, road closures, property access issues, key delays, or equipment failure not caused by negligence, we will use reasonable efforts to complete the work as soon as practicable. Additional waiting time, storage, return visits, or extra labour may be charged where the delay is caused by your actions, your representative???s actions, or conditions at the property. We are not responsible for losses caused by a delay unless those losses were reasonably foreseeable and directly caused by our breach of contract.
4. Customer Responsibilities
You must ensure that the goods to be moved are properly prepared and that the property is ready for loading on the agreed date and time. This includes disconnecting appliances where appropriate, emptying and securing contents where necessary, and ensuring fragile items are packed adequately unless you have specifically booked a packing service. Items should be clearly labelled if they are to remain separate, require special handling, or must be delivered to a particular room. We may refuse to handle loose, leaking, dangerous, or improperly packaged goods.
You are responsible for removing or securing valuables, confidential documents, cash, jewellery, medication, sentimental items, and any items that you wish to carry personally. Although our removals company will take reasonable care, we do not recommend placing irreplaceable items into general removal loads unless this has been agreed in advance. You should also ensure that keys, alarms, codes, parking permissions, and building access arrangements are available on time. If we are unable to start or complete work because your responsibilities have not been met, you may be charged for wasted time and a return visit.
Where a property has restrictions imposed by a landlord, management company, residents??? association, or building operator, it is your responsibility to obtain any necessary permission before the move begins. This includes permissions for use of lifts, loading bays, parking spaces, or moving times. We may ask for evidence of such permission if needed. If access is refused, limited, or withdrawn, we may suspend the service, wait at your cost, or treat the booking as cancelled depending on the circumstances. Reasonable cooperation from you and other occupants is essential to a smooth move.
5. Liability and Insurance
We will take reasonable care when handling your goods, but liability is limited to the extent allowed by law and by these terms. We are not liable for loss or damage caused by items that were already defective, poorly packed, overloaded, disassembled incorrectly, or unsuitable for transport. Likewise, we are not responsible for damage caused by your own acts or omissions, including failure to give correct instructions, failure to declare special handling needs, or failure to prepare the property properly. Any claim must be supported by reasonable evidence and notified to us without undue delay.
Unless otherwise agreed in writing, our responsibility for loss or damage to goods is limited to direct loss arising from our proven negligence while the goods are in our care. We do not accept responsibility for indirect or consequential losses, such as loss of earnings, missed appointments, emotional distress, or business interruption, except where such exclusion is not permitted by law. 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 legally be excluded.
If you believe that an item has been lost or damaged during the move, you must notify us as soon as reasonably possible and provide details of the item, the alleged damage, and any supporting photographs or documents. We may need the item to be inspected, retained, or made available for assessment. Any compensation, if due, may be limited to the reasonable repair cost, depreciation, or replacement value of the item, taking account of age, wear, and condition. We may also require that any claim is first pursued under any applicable insurance arrangement.
6. Packing, Waste, and Regulatory Compliance
Where we provide a packing or packing-supplies service, we will use reasonable care and appropriate materials, but we do not guarantee that any item will be suitable for transport if it was fragile, unstable, or unsuitable before packing. If you pack items yourself, you remain responsible for the adequacy of the packaging. We may decline to move items that are prohibited, hazardous, leaking, contaminated, or otherwise unsafe. This includes substances or materials that are subject to special handling rules, licensing requirements, or disposal controls.
Waste disposal, discarded items, and cleared materials must be handled in accordance with applicable UK waste rules. If you ask us to remove unwanted household items, packaging, or general waste, you acknowledge that these materials may need to be treated as controlled waste and managed lawfully. We may refuse to remove anything that we reasonably believe cannot be transported or disposed of in compliance with environmental or waste regulations. Any waste transfer, reuse, recycling, or disposal service will only be provided where lawful and where the material has been properly described by you.
You agree not to include in the move any items that are illegal to transport, store, or dispose of, or any items that require specialist licences, notification, or documentation unless we have expressly agreed to handle them. If prohibited items are discovered after loading has begun, we may stop work, isolate the items, or require their immediate removal at your cost. You are responsible for ensuring compliance with all applicable laws relating to environmental protection, waste, packaging, transport, and the handling of hazardous materials. We may keep records where required by law and may rely on your declarations about the nature of the goods.
7. Service Limitations and Force Majeure
We will use reasonable skill and care in carrying out our house removal service, but our obligations are limited by the practical realities of moving domestic goods. We may refuse to move items that are too large for the access route, too heavy for safe handling, or likely to cause damage to property or injury to people. We may also decide not to dismantle or reassemble items where the furniture is unsuitable, unsafe, or missing essential fittings. If we do agree to perform such work, we do so on the basis of reasonable effort, not a guarantee of perfect result.
We are not liable for failure or delay caused by events beyond our reasonable control, including fire, flood, storm, accident, road closure, industrial action, outbreak of disease, public authority intervention, equipment breakdown, or shortage of fuel or labour not caused by our own fault. In such circumstances, we may suspend the service, make alternative arrangements, or reschedule the booking. If the event continues for a significant period, either party may have the right to terminate the affected booking without further liability, except for payment for services already provided.
If any term of this agreement is found to be unlawful, invalid, or unenforceable, the remaining terms will continue in full force to the extent permitted by law. Any delay or failure by us to enforce a term will not be treated as a waiver of our rights. Headings are included for convenience only and do not affect interpretation. References to statutory rights mean the rights that cannot be excluded under applicable consumer law. These terms are intended to work alongside those rights, not replace them.
8. Governing Law
This agreement and any dispute or claim arising out of or in connection with it, whether contractual or non-contractual, are governed by the laws of England and Wales, unless we agree otherwise in writing. If the customer is based in Scotland or Northern Ireland and mandatory local consumer protections apply, those protections will continue to apply to the extent required by law. Nothing in these terms affects your statutory rights as a consumer under applicable UK legislation.
Any dispute should first be raised with us in writing so that the matter can be reviewed and, where possible, resolved promptly and fairly. If a dispute cannot be resolved amicably, the courts of the relevant jurisdiction will have authority to hear the matter. The parties agree to act reasonably, to provide relevant information on request, and to mitigate avoidable loss. These terms form the full agreement between the parties for the services described in the booking, unless changed in writing and agreed by both sides.
By proceeding with a booking for our home removals service, you confirm that you have read, understood, and accepted these Terms and Conditions. If you are unsure about any part of them, you should seek clarification before the move date. Our aim is to provide a reliable, professional, and legally compliant moving service, while ensuring that expectations are clear on both sides. The success of a removals job depends on good preparation, honest information, and timely communication throughout the process.