Removals and Storage Terms and Conditions
These Terms and Conditions set out the basis on which we provide removals and storage services within the United Kingdom. By booking our services, you agree that these Terms and Conditions apply to all work we undertake for you, whether domestic or commercial, unless otherwise agreed in writing.
1. Definitions
In these Terms and Conditions, the following words have the meanings given to them:
Company refers to the removals and storage provider supplying the services.
Customer refers to the person, firm or organisation that requests or accepts a quotation from the Company.
Services means any removals, packing, unpacking, loading, unloading, storage, or related services provided by the Company.
Goods means the items that are the subject of the Services.
Contract means the agreement between the Customer and the Company for the provision of the Services, incorporating these Terms and Conditions.
2. Quotations and Service Area
All quotations are provided on the basis of the information supplied by the Customer and are subject to survey where applicable. The Customer is responsible for ensuring that all details supplied to the Company are complete and accurate.
Quotations are normally valid for a limited period from the date of issue as specified by the Company. After this period, the Company reserves the right to revise the quotation.
Quotations are based on the assumption that access to properties is reasonable, that there are no unexpected obstacles or restrictions, and that the Services will be carried out within the usual operating hours of the Company. Additional charges may apply for work undertaken outside these parameters.
Our services are primarily provided within the United Kingdom. Where work is carried out beyond our usual service area, additional travel time, mileage, congestion, parking and related costs may be charged.
3. Booking Process
A booking is not confirmed until the Customer has accepted the quotation and the Company has acknowledged the booking. Acceptance may be in writing or in another form agreed by the Company. The Company reserves the right to decline any booking at its discretion.
For removals services, the Customer must provide the full addresses for collection and delivery, details of access, parking arrangements, any known restrictions, and the approximate volume or list of items to be moved. For storage services, the Customer must provide an inventory or an accurate description of the Goods to be stored.
Where a survey is required, the booking remains provisional until the survey is completed and the quotation confirmed or amended. If the scope of work changes after a survey or after the booking is made, the Company may adjust the price accordingly.
The Customer must inform the Company as soon as reasonably possible of any change to the agreed moving or storage date. All date changes are subject to availability and may incur additional charges.
4. Payments and Charges
Unless otherwise agreed in writing, payment for removals services is due in full no later than the last working day before the agreed service date. For storage services, the first storage period is payable in advance, and ongoing storage fees are payable in advance at the intervals specified by the Company.
The Company may require a non-refundable or part-refundable deposit at the time of booking. If a deposit is required, this will be stated clearly in the quotation or booking confirmation.
If payment is not received by the due date, the Company reserves the right to not carry out or to suspend the Services, and to charge interest on overdue amounts at the statutory rate, together with any reasonable costs incurred in recovering the debt.
Additional charges may apply for waiting time, extra labour, extended hours, packing materials, dismantling or reassembling furniture, special handling of heavy or awkward items, parking fees, tolls, congestion charges, storage, or any other services not expressly included in the quotation.
All charges are subject to applicable taxes or duties that may be imposed by law, which will be added to the invoice where relevant.
5. Cancellations and Postponements
The Customer may cancel or postpone the Services by giving written notice to the Company. The following cancellation or postponement charges may apply, unless otherwise specified by the Company in writing:
More than seven working days before the agreed service date: cancellation or postponement may be accepted without charge or with a nominal administration fee, at the discretion of the Company.
Between two and seven working days before the agreed service date: a percentage of the quoted price may be charged to cover loss of work and allocated resources.
Less than two working days before the agreed service date, or on the day of the move: up to 100 percent of the quoted price may be payable.
If the Customer fails to be present or fails to provide access at the agreed time and date, this may be treated as a same-day cancellation and charged accordingly.
The Company reserves the right to cancel or postpone the Services if circumstances arise beyond its reasonable control, including but not limited to severe weather, road closures, accidents, vehicle breakdowns, staff illness, or safety concerns. In such cases, the Company will seek to rearrange the Services with the Customer. The Company will not be liable for any indirect or consequential loss arising from such cancellation or postponement.
6. Customer Responsibilities
The Customer is responsible for:
Ensuring that all Goods to be moved or stored are properly packed, except where the Company has agreed to provide packing services.
Removing, securing or disconnecting any fixtures, fittings, appliances or equipment prior to the Services, unless otherwise agreed.
Obtaining all necessary permissions, permits, or parking suspensions for access to properties, including any restrictions imposed by landlords, local authorities, or building management.
Ensuring that the Goods do not include any items that are prohibited by law or by these Terms and Conditions, including hazardous, explosive, perishable, or illegal items.
Checking that nothing has been left behind at the collection address before the Company departs.
The Customer warrants that they are the owner of the Goods or are authorised by the owner to enter into the Contract and to allow the Company to perform the Services.
7. Excluded and Restricted Items
Unless expressly agreed in writing, the Company does not carry or store the following items:
Hazardous, flammable, or explosive materials, including gas cylinders, fuels, paints, and chemicals.
Perishable goods, live plants, or animals.
Illegal items or items of unlawful origin.
Jewellery, watches, precious stones, or metals, unless of low value and included within ordinary household goods.
Cash, bearer instruments, or other negotiable securities.
Important documents, including passports, title deeds, financial records, or other irreplaceable papers.
If the Customer includes any such items without the Company’s knowledge or consent, the Company shall have no liability for any loss, damage, or consequences arising in relation to those items, and the Customer shall be responsible for any resulting loss or damage suffered by the Company or third parties.
8. Performance of Removals Services
The Company will use reasonable care and skill in the performance of the Services. The Company may use such routes and methods as it considers appropriate, taking into account safety, efficiency, and any legal or practical restrictions.
The Company may subcontract all or part of the Services to carefully selected third parties. In such cases, these Terms and Conditions shall apply to the subcontracted work, and the Company will remain responsible for the performance of the Contract.
Time for performance is not guaranteed unless expressly agreed as an essential term in writing. While the Company will make reasonable efforts to adhere to agreed arrival and completion times, these are approximate and may be affected by external factors such as traffic, weather, and access issues.
9. Storage Services
Where the Company provides storage, the Goods will be stored in a suitable facility selected by the Company. The location of the facility may change, and the Company may move the Goods between storage units or sites without prior notice, provided that the standard of care is maintained.
The Customer is responsible for maintaining up-to-date contact details and for paying storage charges on time. If storage charges remain unpaid, the Company may exercise a lien over the Goods, meaning that the Goods will not be released until all amounts due are paid in full, including any additional fees, charges, or costs.
If storage charges remain unpaid for a prolonged period and after reasonable notice, the Company may sell or dispose of some or all of the Goods to recover outstanding amounts. Any surplus from such sale, after deduction of costs and charges, will be held for the Customer.
10. Liability and Limitations
The Company’s liability for loss of or damage to Goods is limited as set out in this section. The Company is not liable for loss or damage that arises from the inherent nature, defects, or condition of the Goods, including normal wear and tear, leakage, or deterioration.
The Company is not liable for loss or damage arising from:
Inadequate or improper packing carried out by the Customer or by others on the Customer’s behalf.
Handling of items identified as fragile, unstable, or in poor condition, where the Customer has been advised of the risk.
Electrical or mechanical derangement of appliances or equipment, unless there is evidence of physical impact or mishandling by the Company.
Acts, omissions, or instructions of the Customer or their representatives.
Events beyond the Company’s reasonable control, including but not limited to fire, flood, severe weather, war, terrorism, road closures, industrial disputes, or acts of authorities.
Unless otherwise required by law, the Company’s liability for loss or damage to Goods, where it is legally responsible, may be limited to a specified amount per item or per consignment, or the replacement or repair cost of the Goods, whichever is lower. Details of any applicable limits will be made available on request or stated in the quotation or booking confirmation.
The Company is not liable for indirect or consequential losses, including loss of profit, loss of use, loss of opportunity, or emotional distress, even if advised of the possibility of such losses.
11. Claims and Notification of Loss or Damage
The Customer must inspect the Goods as soon as reasonably possible after delivery or after collection from storage. Any visible loss or damage should be noted on any delivery paperwork or reported to the Company promptly.
Any claim for loss or damage must be made to the Company in writing within a reasonable period from the date of delivery or collection from storage. The Customer should provide details of the items affected, the nature of the loss or damage, and any supporting evidence such as photographs or receipts.
Failure to notify the Company of a claim within a reasonable time may affect the Company’s ability to investigate and may limit or extinguish any potential liability, unless prohibited by law.
12. Waste Regulations and Disposal
The Company complies with relevant waste management and environmental regulations when transporting and disposing of waste materials. The Company is not a general waste carrier unless expressly stated, and any removal of waste or unwanted items must be agreed in advance.
Where the Company agrees to remove waste or unwanted items, additional charges will apply for labour, transport, and disposal fees. The Company reserves the right to refuse to remove items that are hazardous, prohibited, excessively heavy, or not reasonably accessible.
The Customer must not present hazardous, chemical, or prohibited waste for collection unless the Company has specifically agreed to handle such items and has the necessary licences and arrangements in place. The Customer remains responsible for ensuring that any waste presented for collection is lawful and properly described.
13. Insurance
The Company maintains appropriate insurance in respect of its legal liabilities in the course of providing the Services. This insurance does not replace the Customer’s own insurance cover for Goods and property.
The Customer is strongly advised to maintain adequate insurance for the full replacement value of the Goods, covering loss or damage during transit and storage. If requested, the Company may provide information about optional additional cover, where available.
14. Data Protection and Privacy
The Company will process personal data supplied by the Customer only for the purposes of administering the Contract, providing the Services, and complying with legal obligations. The Company will take appropriate measures to safeguard personal data and will not share it with third parties except where necessary for the performance of the Services, for legal reasons, or with the Customer’s consent.
15. General Provisions
No waiver of any breach of these Terms and Conditions shall be effective unless in writing, and no waiver shall be construed as a waiver of any subsequent breach.
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid or unenforceable, that provision shall be treated as modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.
The Contract is personal to the Customer and may not be assigned or transferred without the Company’s prior written consent. The Company may assign or subcontract its rights and obligations under the Contract, provided that the standard of service is not materially affected.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
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 these Terms and Conditions or the Services, except where applicable consumer legislation permits proceedings to be brought in another jurisdiction.
By proceeding with a booking or by allowing the Company to commence the Services, the Customer confirms that they have read, understood, and agreed to be bound by these Terms and Conditions.
