Terms and Conditions for Moving Services
These Terms and Conditions set out the basis on which we provide moving, removal, and associated services in the United Kingdom. By booking or using our services, 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.
Company means the removal and moving services provider supplying the services described in your quotation or booking confirmation.
Customer means the person or organisation requesting and paying for the services.
Services means all moving, packing, loading, unloading, transport, storage, and any additional services provided by the Company.
Premises means any property, building, or location from or to which the Company provides the Services.
Goods means all items, furniture, personal belongings, equipment, and materials that the Company is asked to move, handle, or store.
Contract means the legally binding agreement between the Company and the Customer, comprising these Terms and Conditions and the specific details set out in the quotation and booking confirmation.
2. Scope of Services
2.1 The Company provides household and office removals, including loading, transportation, unloading, and, where agreed, packing and unpacking services.
2.2 Any additional services, such as dismantling and reassembly of furniture, packing materials, temporary storage, or disposal of unwanted items, will only be provided if expressly agreed in writing and may be subject to additional charges.
2.3 The Company will use reasonable skill and care in the provision of the Services but does not guarantee completion by a specific time, as the Service may be affected by traffic, weather, access issues, and other factors outside the Company's control.
3. Booking Process
3.1 Bookings can be made following an enquiry and acceptance of a quotation issued by the Company. Quotations are based on the information supplied by the Customer and are subject to change if that information proves to be inaccurate or incomplete.
3.2 The Customer must provide accurate details regarding the volume and nature of the Goods, property access, parking arrangements, floors or levels involved, and any special handling requirements. The Company reserves the right to amend the price or cancel the booking if the information provided is materially incorrect.
3.3 A booking is not confirmed until the Customer has accepted the quotation in the manner specified by the Company and paid any required deposit. The Company may refuse or decline any booking at its discretion.
3.4 The Customer is responsible for ensuring that the date, time, and addresses on the booking confirmation are correct, and must notify the Company promptly of any errors or required changes.
4. Access, Parking and Customer Responsibilities
4.1 The Customer must ensure that the Company and its vehicles have suitable access to the Premises, including reasonable parking, safe walkways, and clear routes for handling Goods.
4.2 Any parking permits, dispensations, or permissions required for the Company to perform the Services must be arranged and paid for by the Customer unless otherwise agreed in writing.
4.3 The Customer must be present, or represented by an authorised person, at the Premises at the agreed times to provide access, instructions, and confirmation of completion.
4.4 The Customer is responsible for ensuring that Goods are properly packed, prepared, and labelled if the Company has not been engaged to provide packing services. Items that are fragile, of high value, or requiring special handling should be clearly identified.
4.5 The Customer must remove or make safe any fixtures, fittings, or property features that could present a hazard to the Company’s personnel or vehicles. The Company may suspend work if it reasonably considers that conditions are unsafe.
5. Payments and Charges
5.1 The price for the Services will be set out in the quotation and booking confirmation, and may include charges calculated by time, distance, volume, or a fixed rate.
5.2 Unless otherwise agreed, a deposit may be payable at the time of booking, with the balance due prior to or on the day of the move before completion of the Services.
5.3 Payment must be made using the methods accepted by the Company. All charges are exclusive of any applicable taxes or government charges, which will be added where required.
5.4 If payment is not received by the due date, the Company may refuse to carry out or complete the Services, may retain Goods in its possession as security, and may charge interest on overdue sums at the statutory rate or a reasonable rate notified to the Customer.
5.5 Any additional work requested by the Customer on the day of the move, or necessitated by circumstances not disclosed at the time of quotation, may incur extra charges, which the Customer agrees to pay.
6. Cancellations, Postponements and Waiting Time
6.1 The Customer may cancel or postpone the booking by providing written or verbal notice to the Company, subject to any applicable cancellation charges.
6.2 The Company may apply reasonable cancellation or postponement charges based on the notice period provided. Where cancellation occurs close to the scheduled date, the Company may charge a higher percentage of the quoted price to cover lost time and costs.
6.3 If the Customer is not ready to proceed at the agreed time, or if the Company is unable to access the Premises for reasons beyond its control, waiting time or rearrangement charges may apply.
6.4 The Company reserves the right to cancel or suspend the Services at any time due to safety concerns, adverse weather, access issues, non-payment, or any other reason that makes performance impracticable or unsafe. In such cases, the Company will endeavour to offer an alternative date or partial refund, as appropriate.
7. Goods Not Accepted for Transport or Storage
7.1 The Company will not accept responsibility for carrying or handling certain items, including but not limited to hazardous materials, explosives, firearms, flammable liquids, gases, perishable goods, live animals, illegal items, or items requiring specialist licences.
7.2 The Customer must not include any such prohibited items in the Goods without the Company’s prior written consent. If such items are discovered, the Company may remove, dispose of, or leave them behind, and may charge for any associated costs or losses.
7.3 The Company does not accept liability for damage or loss arising from the inclusion of prohibited or unsuitable items among the Goods.
8. Liability and Limitations
8.1 The Company will exercise reasonable care in handling, loading, transporting, and unloading the Goods. However, the Company’s liability for loss or damage is subject to the limitations set out in this clause.
8.2 The Company will not be liable for loss or damage to Goods unless it is shown that such loss or damage resulted from the Company’s negligence or breach of contract.
8.3 The Company’s total liability in respect of any claim for loss or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable limit per job or per item, as stated in the quotation or any applicable insurance terms, unless a higher value has been declared and agreed in writing.
8.4 The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of income, loss of opportunity, inconvenience, or emotional distress.
8.5 The Company will not be liable for any loss or damage arising from inherent defects, pre-existing damage, poor construction or assembly, natural wear and tear, atmospheric or climatic conditions, moths, vermin, or gradual deterioration.
8.6 The Customer must inspect the Goods and Premises on completion of the Services and notify the Company promptly of any visible damage or missing items. Any claims must be made within a reasonable time, and in any event no later than a period that allows the Company to investigate the matter effectively.
8.7 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be limited or excluded under UK law.
9. Insurance
9.1 The Company may maintain relevant insurance in respect of its legal liabilities in providing the Services. The terms, limits, and exclusions of any such insurance will apply to any claims made by the Customer.
9.2 The Customer is strongly advised to arrange additional insurance cover for Goods of high value or special importance, and to ensure that any existing home or business insurance policies are adequate for removal and transit.
10. Waste Regulations and Disposal of Unwanted Items
10.1 Where the Company agrees to remove unwanted items, packaging, or waste materials, this will be carried out in accordance with applicable UK waste management regulations and environmental legislation.
10.2 The Customer must not request the Company to dispose of items that are prohibited under waste regulations, including controlled, hazardous, or regulated waste, unless the Company expressly confirms that it is authorised and willing to do so. Additional charges may apply.
10.3 The Company reserves the right to refuse to remove or dispose of any items that it reasonably believes are unsafe, unlawful, or unsuitable for disposal through its usual channels.
10.4 Where the Company transports waste or unwanted items, the Customer confirms that they have the legal right to dispose of such items and will indemnify the Company against any claims arising from unlawful or improper disposal requested by the Customer.
11. Delays and Events Outside Our Control
11.1 The Company will use reasonable efforts to perform the Services on the agreed dates and times but is not liable for delays or failure to perform caused by events outside its reasonable control.
11.2 Such events may include, but are not limited to, traffic congestion, road closures, accidents, breakdowns, adverse weather conditions, industrial action, public emergencies, or delays in obtaining keys or access to Premises.
11.3 If the Services are delayed due to circumstances beyond the Company’s control, the Company will take reasonable steps to minimise the impact, but may charge for additional time, alternative arrangements, or storage where appropriate.
12. Customer Indemnity
12.1 The Customer shall indemnify and hold the Company harmless against any claims, losses, damages, costs, or expenses arising from
a any breach by the Customer of these Terms and Conditions,
b the inclusion of prohibited or hazardous Goods,
c inaccurate or incomplete information supplied by the Customer, or
d any claim brought by a third party relating to the Goods or Premises, except to the extent caused by the Company’s negligence.
13. Complaints and Dispute Resolution
13.1 The Company aims to provide a professional and reliable service. If the Customer is dissatisfied, they should raise the issue as soon as possible so that the Company has an opportunity to address it.
13.2 Formal complaints should be made to the Company without undue delay, setting out the details of the issue and the outcome sought. The Company will investigate and respond within a reasonable time.
13.3 If a dispute cannot be resolved directly, the parties may consider mediation or other alternative dispute resolution methods before resorting to court proceedings, where appropriate.
14. Data Protection and Privacy
14.1 The Company will process personal data provided by the Customer in accordance with applicable UK data protection laws.
14.2 Personal information will be used only for the purposes of managing enquiries, bookings, and the performance of the Services, as well as for administration, record-keeping, and any legal or regulatory requirements.
14.3 The Company will take reasonable steps to safeguard personal data against unauthorised access, loss, or misuse.
15. Variation of Terms
15.1 The Company may amend these Terms and Conditions from time to time. The version in force at the time of acceptance of a quotation shall govern that Contract.
15.2 Any variations or additions to the Contract requested by the Customer will only be effective if agreed in writing by the Company.
16. Severability
16.1 If any provision of these Terms and Conditions is held to be invalid, illegal, or unenforceable by a court or competent authority, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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 the Contract or these Terms and Conditions.
By confirming a booking or allowing the Company to commence the Services, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
