House Removals Service Terms and Conditions
These Terms and Conditions set out the basis on which we provide residential removal and related services within our UK service area. By making a booking or allowing our team to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Service means any house removal, packing, loading, transport, unloading, or related services that we agree to provide.
We, us, our means the removal company providing the Service.
You, your means the customer who books the Service, as well as any person acting with your authority.
Premises means the property or properties from which goods are collected, moved, or delivered.
Goods means the items to be removed, transported, or otherwise handled by us under the Service.
2. Scope of Service
We provide domestic house removals and related services within our UK service area. The specific services to be provided will be detailed in our quotation or booking confirmation, which forms part of these Terms and Conditions.
Unless expressly agreed in writing, our Services do not include disconnection or reconnection of appliances, removal of fixtures or fittings, dismantling or reassembly of furniture or equipment, or any specialist lifting beyond normal removal operations.
Any additional services requested on the day of the move will be subject to availability and may incur additional charges at our prevailing rates.
3. Quotations and Estimates
Any quotation or estimate is based on the information you provide and is valid for the period stated on the quotation or, if none is stated, for 30 days from the date of issue.
Our quotation assumes that:
Access to the Premises is reasonable and safe for our vehicle and staff.
The move can be completed within normal working hours.
There are no unexpected obstacles, restrictions, or additional items not disclosed at the time of quotation.
If any of these assumptions prove to be incorrect, or if the volume of Goods is higher than stated, we reserve the right to amend the price to reflect the actual work required.
4. Booking Process
Your booking is confirmed only when we have issued a booking confirmation and you have accepted these Terms and Conditions. We may require a deposit or full pre-payment to secure your booking. The required amount will be notified to you at the time of booking.
It is your responsibility to check that all details on the quotation and booking confirmation are correct, including addresses, dates, times, and any special requirements. Any discrepancies must be notified to us promptly.
We reserve the right to decline or cancel a booking where we reasonably believe that we cannot safely or lawfully provide the Service.
5. Payments
Unless otherwise agreed in writing, payment terms are as follows:
A deposit may be payable at the time of booking to secure the date.
The balance is payable no later than the date of the move, and in many cases before commencement of the Service.
We may specify acceptable payment methods and reserve the right to refuse particular forms of payment. Any bank or payment processing charges are your responsibility.
If payment is not received when due, we may suspend or cancel the Service and may exercise a lien over Goods in our possession until full payment has been made. We may also charge interest on overdue amounts at the statutory rate applicable under UK law.
6. Changes and Cancellations by You
You may request changes to the date, time, or scope of the Service, subject to our availability. We will use reasonable efforts to accommodate changes, but we are under no obligation to do so.
If you need to cancel your booking, you must notify us as soon as possible. Our cancellation charges are as follows, unless otherwise stated in your quotation or confirmation:
More than 14 days before the scheduled date: any deposit may be refunded at our discretion, less any non-recoverable costs.
Between 7 and 14 days before the scheduled date: a cancellation fee of up to 50 percent of the total price may be charged.
Less than 7 days before the scheduled date, or on the day of the move: up to 100 percent of the total price may be charged.
If you are not present, or do not provide access at the agreed time, this will be treated as a late cancellation and the relevant cancellation charges will apply.
7. Changes and Cancellations by Us
We will use reasonable endeavours to carry out the Service on the date and at the time agreed. However, we may need to cancel or reschedule the Service due to circumstances beyond our reasonable control, including severe weather, vehicle breakdown, staff illness, road closures, or safety concerns.
In such cases, we will notify you as soon as reasonably practicable and offer an alternative date or time. Our liability will be limited to the refund of any amount you have paid for the affected Service if no alternative can be agreed. We will not be liable for any indirect or consequential loss arising from such cancellation or delay.
8. Your Responsibilities
You are responsible for:
Ensuring that we have adequate access to and from all Premises, including arranging any required parking permissions, permits, or lift access.
Ensuring that all Goods to be moved are properly packed, labelled, and ready for removal, unless we have agreed to provide packing services.
Removing or securing any personal or valuable items, including money, jewellery, important documents, and electronic devices.
Ensuring that any items requiring specialist handling are disclosed to us in advance.
Providing accurate information about the nature and volume of Goods, any heavy or oversized items, and any known risks or hazards at the Premises.
You warrant that the Goods belong to you or that you have the authority of the owner to enter into this contract for the Service. You agree to indemnify us against any claims from third parties in relation to ownership or rights in the Goods.
9. Items Excluded from the Service
Unless specifically agreed in writing, we do not move or handle:
Perishable, dangerous, or illegal goods, including but not limited to explosives, flammable materials, compressed gases, toxic substances, or drugs.
Plants, animals, or other living creatures.
Valuables such as cash, jewellery, watches, precious metals, securities, or collections of high value.
If any such items are included in the Goods without our knowledge, we shall not be liable for loss, damage, or deterioration of those items, and you will be responsible for any resulting loss, damage, or legal consequences.
10. Liability for Loss or Damage
We will exercise reasonable care and skill in providing the Service. Our liability for loss or damage to Goods or property arising from our negligence shall be limited as follows, unless otherwise agreed in writing or required by law:
We are not liable for loss or damage arising from wear and tear, inherent defect, faulty design or construction, or pre-existing damage.
We are not liable for damage to goods packed by you, unless it is clear that our handling was negligent and would have damaged properly packed items.
We are not liable for any loss of data, software, or digital content on any electronic devices transported by us.
Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within 7 days of the move. You must provide reasonable evidence of the loss or damage and cooperate with our investigation.
Where we are liable, our liability shall be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition, and fair market value, and shall not exceed an overall cap as specified in your quotation or as otherwise notified to you.
We are not liable for indirect, special, or consequential loss, including loss of profits, loss of opportunity, or loss arising from delay, unless such loss was reasonably foreseeable and directly caused by our breach.
11. Insurance
We maintain appropriate insurance cover in relation to the Services we provide. Details of the relevant cover and any applicable limits or exclusions are available on request.
You are encouraged to maintain your own insurance for high-value or fragile items, or to arrange additional cover if you believe that our standard cover may not be sufficient for your needs.
12. Delays and Waiting Time
We will make reasonable efforts to adhere to agreed arrival and completion times, but these are estimates only. We are not responsible for delays caused by traffic, roadworks, accidents, weather, or other circumstances beyond our reasonable control.
If our staff are required to wait due to lack of access, delayed keys, incomplete packing, or other factors within your control, we reserve the right to charge a reasonable waiting fee in accordance with our current rates.
13. Waste Regulations and Disposal
We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste carrier and will not remove household rubbish, construction debris, hazardous waste, or fly-tipped materials unless specifically agreed and appropriately licensed.
Where we agree to remove unwanted items for disposal or recycling, we will do so in line with relevant regulations and may charge additional fees. Such items must be clearly identified and segregated from Goods intended for removal to your new Premises.
You confirm that any items presented for disposal are lawfully yours to dispose of and do not include prohibited materials. You agree to indemnify us against any liability, fines, or costs arising from incorrect or unlawful disposal where this is due to your instructions or failure to disclose relevant information.
14. Health and Safety
We reserve the right to refuse to move any item or to enter any area that we reasonably consider unsafe, structurally unsound, or otherwise hazardous to our staff, vehicles, or equipment.
You must inform us of any known health and safety risks at the Premises, including fragile structures, loose flooring, restricted access, or the presence of hazardous substances.
15. Complaints
If you are dissatisfied with any aspect of the Service, you should raise the issue with our team as soon as possible so that we have the opportunity to address it on the day.
If the issue is not resolved, you should submit a written complaint setting out the relevant details and any supporting evidence. We will investigate and respond within a reasonable time frame. Our internal complaints process does not affect your statutory rights.
16. Data Protection
We will handle any personal data we collect from you in accordance with applicable UK data protection laws. We will use your personal data for the purposes of managing your booking, providing the Service, handling payments, and dealing with any queries or complaints.
We may retain records for a reasonable period for legal, accounting, and operational purposes, after which they will be securely deleted or anonymised.
17. Force Majeure
We are not liable for any failure or delay in performing our obligations where such failure or delay results from events or circumstances beyond our reasonable control, including but not limited to extreme weather, natural disasters, epidemics, war, civil unrest, industrial action, or major disruption to transport networks.
18. Severability
If any provision of these Terms and Conditions is held to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary, or deleted if modification is not possible, so that the remaining provisions continue in full force and effect.
19. Entire Agreement
These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between you and us in relation to the Service and supersede any prior representations, understandings, or agreements, whether written or oral.
20. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Service shall be governed by and construed in accordance with the laws of England and Wales.
You and we 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 or the Service, except that we may bring proceedings in any other jurisdiction where you are resident or where your assets are located.
By confirming your booking or allowing the Service to commence, you acknowledge that you have read, understood, and agree to these Terms and Conditions.
