House Removal Service Terms and Conditions
These Terms and Conditions govern the provision of house removal services by our company to you as a private or business customer within 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:
1.1 "Company" means the removal company providing the services.
1.2 "Customer" or "you" means the person or organisation booking or receiving the services.
1.3 "Services" means any house removal, packing, loading, transporting, unloading, unpacking, storage, or associated services that the Company agrees to provide.
1.4 "Goods" means the items being moved, packed, handled, or stored by the Company on your behalf.
1.5 "Contract" means the legally binding agreement between the Company and the Customer comprising these Terms and Conditions, any written quotation, and any written amendments agreed by both parties.
1.6 "Service Area" means the geographic area within which the Company ordinarily provides services, primarily within the United Kingdom, subject to agreement for any additional destinations.
2. Quotations and Service Area
2.1 Any quotation issued by the Company is an invitation to treat and not an offer. A binding Contract is formed only when the Company confirms acceptance of your booking in writing.
2.2 Quotations are based on the information you provide about the properties and Goods, including but not limited to access, volume of items, distance, and any special requirements. The Company reserves the right to amend the quotation if the information provided is inaccurate or incomplete.
2.3 Quotations are normally valid for a limited period from the date of issue. The validity period will be stated in the quotation. After this period the Company may revise the quotation.
2.4 The Services are offered primarily within the Company’s normal service area. If your removal involves locations outside this area, or involves restricted access, congestion charges, toll roads, parking suspensions or ferry crossings, these may incur additional charges which will be advised where reasonably foreseeable.
3. Booking Process
3.1 To request a booking you must provide accurate and complete details of the properties, access, parking arrangements, dates, times, and an honest estimate of the volume and nature of the Goods.
3.2 The Company may carry out a survey, either in person or remotely, to assess the scope of work. The survey findings will inform the quotation and the required resources.
3.3 A booking is only confirmed when the Company sends written confirmation and, where required, receives a deposit or full prepayment. Until such confirmation is issued, the Company has no obligation to reserve a date or provide any Services.
3.4 The Customer is responsible for ensuring that all details in the booking confirmation and quotation are accurate. Any discrepancies should be reported to the Company without delay so that necessary adjustments can be made.
3.5 The Company reserves the right to decline or cancel any booking where it reasonably believes that the Services cannot be delivered safely or lawfully, or where the Customer has previously failed to comply with these Terms and Conditions.
4. Customer Responsibilities
4.1 You must ensure that you are legally entitled to move the Goods and that they do not include any items prohibited by law or these Terms and Conditions.
4.2 You are responsible for:
a. Arranging suitable parking and any necessary permits for loading and unloading at both collection and delivery addresses.
b. Ensuring that access to the property is safe, unobstructed, and suitable for the type of vehicle and equipment to be used.
c. Preparing the property, including protecting floors and walls where necessary, unless otherwise agreed as part of the Services.
d. Packing and labelling Goods where you have not requested packing services, using suitable materials and methods to protect fragile items.
4.3 You must be present or represented during collection and delivery to direct the placement of Goods and to confirm that the work has been completed to your reasonable satisfaction.
4.4 You must not ask the Company or its staff to do anything that is unsafe, illegal, or outside the agreed scope of Services.
5. Excluded and Special Items
5.1 Unless expressly agreed in writing, the Company does not transport:
a. Live animals or plants.
b. Perishable or temperature-sensitive goods.
c. Hazardous, explosive, corrosive, or flammable materials including but not limited to gas cylinders, paints, solvents, fuels or fireworks.
d. Illegal items or items requiring special licences or permits.
5.2 If you wish to transport high-value items such as jewellery, watches, cash, important documents, collections, or works of art, you must declare these in advance and obtain written confirmation from the Company that they will be accepted for transport. Additional charges and specific limits of liability may apply.
5.3 The Company may remove or refuse to handle any items that it reasonably believes to be unsafe, illegal or excluded under this clause. The Customer is responsible for any resulting costs or delays.
6. Payments and Charges
6.1 Charges for the Services are as stated in the quotation, subject to any adjustments under these Terms and Conditions.
6.2 The Company may require a deposit to secure your booking. The amount and due date for the deposit will be stated in the quotation or booking confirmation.
6.3 Unless otherwise agreed in writing, the balance of all charges is payable no later than the day of the move and before unloading of Goods at the destination. The Company may refuse to begin or continue work until cleared funds are received.
6.4 If payment is not made when due, the Company may charge interest on the overdue amount at the statutory rate, together with any reasonable costs of recovery.
6.5 Where Services are provided on an hourly rate, the chargeable time will include travel between locations, loading, unloading, reasonable waiting time and any additional time required due to circumstances beyond the Company’s control.
6.6 Additional charges may apply where:
a. The volume or nature of Goods exceeds that described at the time of quotation.
b. Access is restricted, unsuitable, or significantly different from that previously advised.
c. Parking is not available nearby, or parking penalties are incurred through no fault of the Company.
d. There are delays or changes to dates or times caused by the Customer or third parties, including delays in completion of property transactions.
7. Cancellations and Postponements
7.1 If you wish to cancel or postpone your booking, you must notify the Company in writing as soon as possible.
7.2 The following cancellation charges may apply, based on the notice period before the scheduled move date:
a. More than 10 working days: deposit may be refunded or transferred at the Company’s discretion, subject to any non-recoverable costs already incurred.
b. Between 5 and 10 working days: the Company may retain up to 50 percent of the quoted price.
c. Less than 5 working days: the Company may charge up to 100 percent of the quoted price.
7.3 Postponements within 5 working days of the move date may be treated as a cancellation and a new booking may be required. Any waiver or reduction of charges is at the Company’s discretion.
7.4 If the Company is unable to perform the Services on the agreed date due to circumstances beyond its reasonable control, including severe weather, road closures, accidents, industrial action, or mechanical breakdown, it will seek to rearrange the Services as soon as reasonably possible. The Company will not be liable for any indirect or consequential loss arising from such delays.
8. Performance of the Services
8.1 The Company will carry out the Services with reasonable care and skill and in accordance with applicable laws and industry practice.
8.2 The Company may choose the route and method of transport at its discretion, taking account of safety, efficiency and regulatory requirements.
8.3 Estimated times for arrival, loading, transport and delivery are given in good faith but are not guaranteed. Time is not of the essence unless expressly agreed in writing.
8.4 Where the Company’s staff pack or unpack Goods, they will use reasonable care to protect items but cannot guarantee complete protection against all possible damage, particularly in the case of fragile or previously damaged items.
9. Waste, Rubbish and Recycling
9.1 The Company operates in compliance with relevant waste and environmental regulations. It is not a general waste carrier and will not remove household rubbish, construction debris or hazardous waste unless this has been expressly agreed as an additional service in accordance with applicable law.
9.2 The Customer must not present for removal any items intended for disposal that are prohibited or require special treatment under waste regulations, including electrical items, white goods, mattresses, or hazardous materials, unless agreed with the Company in advance.
9.3 Where the Company agrees to remove items for disposal or recycling, additional charges will apply based on the type and quantity of waste and any fees levied by authorised disposal facilities.
9.4 The Customer is responsible for ensuring that any waste to be removed is their own and that they have authority to dispose of it. The Company may refuse to remove waste that appears to have been illegally dumped or that may give rise to regulatory or environmental offences.
10. Liability and Limits
10.1 The Company will be liable for loss or damage to Goods only to the extent that such loss or damage is caused by the Company’s negligence or breach of Contract, and subject to the limitations set out in this clause.
10.2 The Company’s liability for loss or damage to Goods, whether arising from negligence, breach of Contract or otherwise, will be limited to a reasonable value per item or per consignment, as specified in the quotation or any applicable insurance terms. You may request increased cover subject to payment of an additional charge.
10.3 The Company will not be liable for:
a. Loss or damage arising from inherent defects, faulty design, poor construction, or pre-existing damage to Goods.
b. Damage to contents of boxes, drawers or containers that were not packed by the Company, unless there is clear evidence of mishandling.
c. Loss of data, software or digital content.
d. Indirect or consequential losses including loss of profit, loss of enjoyment, loss of opportunity, or costs arising from delayed completion.
e. Any loss or damage where the Customer has failed to take reasonable steps to mitigate such loss.
10.4 Where the Company moves Goods at the Customer’s risk, or where the Customer has declined recommended insurance cover, the Company’s liability may be further restricted or excluded as notified to the Customer.
10.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, or for any other liability which cannot legally be excluded.
11. Claims and Complaints
11.1 Any visible loss or damage to Goods or property must be reported to the Company as soon as reasonably possible and noted on any completion document where available.
11.2 You must submit any formal claim for loss or damage in writing within a reasonable period from the date of completion of the Services, providing full details and evidence where available.
11.3 The Company will investigate all properly notified claims and may request access to inspect the damaged items or property before any repair or disposal is undertaken.
11.4 The Company may at its discretion repair or replace damaged items, or offer a financial settlement based on the value of the item, subject to depreciation, wear and tear, and any applicable limits of liability.
12. Storage Services
12.1 Where the Company provides storage, Goods will be stored in facilities selected by the Company and may be moved between locations at its discretion.
12.2 Storage charges are payable in advance at the agreed frequency. If payment is overdue, the Company may exercise a lien over the Goods and may ultimately sell or dispose of them in accordance with applicable law to recover outstanding sums.
12.3 The Customer must not store prohibited, perishable or hazardous items. The Company may inspect stored Goods where it has reasonable grounds to suspect a breach of this obligation.
13. Right of Lien
13.1 The Company has a legal right to retain possession of Goods until all outstanding charges and related costs are paid in full.
13.2 If payment is not made within a reasonable time after notice has been given, the Company may sell or dispose of some or all of the Goods and apply the proceeds towards the sums due, accounting to the Customer for any surplus.
14. Data Protection
14.1 The Company will process personal data in accordance with applicable data protection laws. Personal data will be used for the purposes of managing your booking, providing the Services, administration, and compliance with legal obligations.
14.2 The Company will take reasonable steps to keep personal data secure and will only retain it for as long as is necessary for the relevant purposes or as required by law.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, are governed by and construed in accordance with the laws of England and Wales.
15.2 The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter or formation.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision will be severed to the extent necessary and the remaining provisions will continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.
16.3 The Contract is between the Company and the Customer. No other person shall have any rights to enforce any of its terms.
16.4 The Company may update these Terms and Conditions from time to time. The version that applies to your booking will be the version in force on the date that your Contract is formed, as referenced in your booking confirmation.
