Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which the removal company provides domestic and commercial moving services. By making a booking, the customer agrees to be bound by these terms, which are intended to be fair, clear, and consistent with UK consumer and contract law. They apply to quotations, bookings, collections, deliveries, storage arrangements where offered, and any associated handling, packing, loading, transport, and unloading services. For clarity, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person acting on behalf of the customer.

These terms are designed to govern a typical removal company in Hammersmith and are not limited to one geographic area. The legal principles set out here apply wherever the service is performed within England and Wales, unless otherwise agreed in writing. If any part of these terms is found to be invalid or unenforceable, the remainder shall continue in full force and effect. No variation to these terms shall be valid unless confirmed by us in writing. These terms should be read together with any written quotation, inventory, booking confirmation, or special instructions agreed before the move.

Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the job in writing, by email, text, booking form, or another recorded method. A quotation may be based on the information provided by you, including the volume of goods, access conditions, parking arrangements, property type, and any specialist items. If the details you give are incomplete or inaccurate, we reserve the right to revise the quotation or adjust the schedule to reflect the actual work required. A booking with a removal company is not final until the required deposit, if any, has been received and any pre-move conditions have been satisfied.

You are responsible for ensuring that the property is accessible on the moving date, including keys, lifts, stair access, loading space, and any permits or permissions required for parking or stopping. Where your move involves fragile, valuable, or unusually heavy items, you must notify us in advance so that we can confirm whether specialist handling, additional staff, or protective materials are required. We may decline to move items that are prohibited by law, unsafe to transport, or unsuitable for the vehicle and equipment provided. The removal company may also request an updated inventory before the move date if the scope of work appears to have changed.

If the booking includes packing services, we may supply packing materials or advise on suitable materials, but you remain responsible for ensuring that the contents are properly declared and that any prohibited or hazardous items are excluded. We may refuse to pack containers that contain liquids, pressurised items, perishables, or hazardous substances. Any estimate of time, labour, or vehicle capacity is made in good faith based on the information available at the time of quotation. Delays caused by inadequate access, missing information, or third-party restrictions may result in additional charges.

Payments and Charges

Unless otherwise stated in writing, payment terms will be set out in the quotation or booking confirmation. We may require a deposit to secure the booking, and the balance may be due before unloading, on completion, or within a specified invoice period. Accepted payment methods may vary, and cash payments may be restricted to permitted limits and internal procedures. All prices are quoted in pounds sterling and may be exclusive of VAT where applicable. If VAT is chargeable, it will be added at the prevailing rate. A reliable removal service depends on timely payment, and we reserve the right to pause or suspend work if payment is overdue or declined.

Additional charges may apply for waiting time, congestion, parking penalties, dismantling or reassembly, long carries, stair carries, shuttle vehicles, packing materials, tolls, storage, disposal fees, or changes to the original brief. We will normally explain such charges where reasonably practicable, but where urgent work or unforeseen conditions arise, you agree that reasonable extra costs may be added to the final invoice. If payment is made by card, bank transfer, or another non-cash method, any bank or processing fees charged by third parties remain your responsibility unless we agree otherwise. Late payments may incur interest and recovery costs to the extent permitted by law.

If a quotation is provided as an estimate rather than a fixed price, the final charge may vary according to the actual services delivered, the time spent, and the true scale of the job. We will act reasonably and proportionately when applying any variation. In the event of a dispute over charges, you must pay any undisputed amount by the due date. This does not limit your statutory rights. For any removal company service, clear written records of the agreed scope are strongly recommended so that charges can be assessed fairly.

Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving notice in writing. The amount of any cancellation charge will depend on the time remaining before the scheduled move date, the resources already reserved, and any non-recoverable costs incurred by us, such as vehicle allocation, labour planning, permits, or materials purchased specifically for your job. Where a deposit has been paid, it may be retained in part or in full to cover reasonable losses, unless otherwise required by law or expressly stated in your quotation. A removal company in Hammersmith may charge more where cancellation occurs at short notice and prevents the job being reallocated.

If you are not present at the agreed time, if keys are unavailable, if access is blocked, or if the move cannot proceed for reasons outside our control, we may treat this as a cancellation or failed attendance and charge accordingly. We will use reasonable efforts to keep to the agreed schedule, but arrival and completion times are estimates only and may be affected by traffic, weather, road restrictions, equipment failure, staff illness, or delays caused by previous jobs. We are not liable for indirect losses arising from reasonable delay, provided we have acted with due care and skill. If a delay exceeds a reasonable period, we will communicate the issue and, where possible, offer an alternative arrangement.

Liability and Insurance

We will carry out the service with reasonable care and skill. Our liability for loss or damage to goods in our custody is limited to the extent permitted by law and subject to the exclusions in these terms. We are not responsible for pre-existing damage, ordinary wear and tear, defects inherent in the item, inadequate packing by the customer, or damage resulting from items that are unstable, poorly secured, or improperly declared. Unless we pack the item ourselves, fragile goods, antiques, electronics, and high-value possessions should be protected and labelled appropriately by you. It is your responsibility to ensure that items are suitable for transport and to tell us about any special handling requirements.

Where we pack items, our obligation is to use reasonable care and appropriate materials, not to guarantee the contents against all possible damage. We shall not be liable for loss arising from acts of God, fire, flood, war, terrorism, civil unrest, strikes beyond our control, or interruption caused by third parties. Our total liability for a claim relating to a single move shall normally not exceed the amount paid or payable for the affected service, unless a higher limit is required by statute or agreed in writing. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

If you believe an item has been lost or damaged, you must notify us as soon as reasonably possible and provide evidence, including photographs, an inventory, proof of value, and a description of the circumstances. We may request inspection of the item and supporting documents before deciding whether a claim is valid. Any claim must be submitted within a reasonable time and, in any event, within the period stated in our written documents. If a claim is accepted, we may choose to repair, replace, or compensate for the item, taking into account depreciation and the limits of liability that apply. A professional removal company should always be given a fair opportunity to investigate any issue first.

Waste Regulations and Prohibited Items

Where our service includes clearance, disposal, or transport of unwanted items for recycling or disposal, all handling will be carried out in accordance with applicable UK waste legislation, including environmental and duty-of-care requirements. Waste transfer notes, classification of materials, and lawful disposal routes may be required depending on the nature of the load. You must clearly identify anything you wish us to remove and confirm whether it is waste, reusable goods, confidential material, or items requiring specialist disposal. We may refuse to remove waste that is hazardous, contaminated, excessively heavy, or not properly described. Where applicable, you authorise us to segregate, load, and dispose of the waste through licensed facilities in compliance with the law.

You must not include prohibited items in the load without our written consent. Prohibited items may include asbestos, chemicals, solvents, oils, gas bottles, batteries beyond ordinary household quantities, medical waste, firearms, ammunition, illegal substances, live animals, and anything else restricted by transport or environmental rules. If prohibited items are discovered after loading begins, we may refuse to carry them, isolate them, or return them at your cost where lawful and safe to do so. You remain responsible for any fines, penalties, or regulatory consequences arising from inaccurate descriptions, unlawful disposal requests, or failure to disclose hazardous materials. A compliant removal service must always prioritise safety and legal disposal.

Customer Responsibilities

You must ensure that all goods are ready for removal at the scheduled time, that they are adequately packed unless packing has been included, and that all appliances are disconnected and drained where necessary. You should secure passports, cash, jewellery, personal documents, and sentimental items separately, as we do not normally accept responsibility for those items unless specifically agreed. If you ask us to move items assembled or packed by third parties, you accept the risk that those items may not be suitable for transport. You are also responsible for checking that the destination property is ready to receive the items, including access, parking, and any permissions required.

If you provide instructions on the day that differ from the booking details, we may treat the work as a variation and charge accordingly. You must ensure that any person acting on your behalf has authority to make decisions about the move, including confirming completion, accepting variations, and signing inventories or delivery notes. We may rely on the instructions of the person present at the collection or delivery address unless we have been informed otherwise in advance. Where there is a dispute between occupants, landlords, tenants, or agents, we may suspend the service until the dispute is resolved or written authority is provided. A professional removal company cannot be expected to mediate property or ownership disputes.

Storage, Ownership, and Uncollected Goods

If storage is provided, whether short-term or long-term, separate storage conditions may apply in addition to these terms. Items placed into storage must be properly declared, and we may inspect, record, or inventory goods before acceptance. You must pay any storage fees, handling fees, or related charges when due. We may exercise a lien over goods lawfully in our possession for unpaid sums, meaning we may retain the goods until outstanding amounts are settled, subject to applicable law. If goods remain uncollected or storage fees remain unpaid for an extended period, we may take lawful steps to dispose of or sell the goods after giving any required notice.

Complaints and General Provisions

If you have a complaint, you should raise it promptly so that we may investigate while the facts are fresh. We will consider the matter in good faith and may request photographs, documentation, and a full description of what happened. Any remedy we offer will be assessed in line with these terms and your statutory rights. No delay or failure by us to enforce a right shall be treated as a waiver of that right. If a court or authority finds that one term is unenforceable, that term shall be interpreted to reflect the original intent as closely as possible, and the remaining terms shall continue to apply.

The agreement between you and us constitutes the entire understanding between the parties regarding the service, subject to any written amendments. You may not assign your rights without our consent, but we may assign or subcontract part of the service to suitably qualified persons or businesses where necessary for performance. A reference to law includes any amendment or re-enactment of that law. These terms are drafted to support a transparent and lawful removal company service in the UK, with obligations balanced between the customer’s need for protection and the company’s need to operate efficiently and safely.

This agreement and any dispute or claim arising from it shall be governed by and construed in accordance with the law of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. By proceeding with the booking, you acknowledge that you have read, understood, and accepted these Terms and Conditions in full.