Terms and Conditions for Removal Companies Tooting
These Terms and Conditions apply to the provision of domestic and commercial removal services by a UK removal company, including house moves, office relocations, furniture transport, and associated handling services. By booking a service, the customer agrees to be bound by these terms. They are intended to set out a clear understanding of the booking process, pricing, payment requirements, cancellation rights, liability limits, waste handling obligations, and the governing law that applies to removal services in England and Wales. For the avoidance of doubt, these terms govern the contractual relationship between the customer and the removal company and should be read carefully before any booking is confirmed.
In these terms, references to “we,” “us,” and “our” mean the removal company providing the service, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. Where a booking is made on behalf of another person, the person placing the booking confirms that they have authority to accept these terms on that party’s behalf. These terms apply to all standard and bespoke removals, whether arranged as a single item move or a full property relocation.
We reserve the right to update these terms from time to time. The version in force at the date of booking will apply unless a later version is expressly agreed in writing. Any variation to these terms must be confirmed in writing by an authorised representative of the company. No employee, driver, porter, or subcontractor may alter these terms verbally unless the change is documented and agreed by us in writing.
1. Booking Process
A booking for removal services is only accepted once we have confirmed the details and, where applicable, received any required deposit or written acceptance. An enquiry or quotation does not by itself create a binding contract. The customer must provide accurate and complete information about the move, including the collection and delivery addresses, access conditions, parking restrictions, number and type of items, dismantling requirements, and any special handling needs. Failure to disclose relevant information may affect the quotation, timing, vehicle size, labour requirements, and final charges.
We may offer estimates based on the information supplied by the customer. Unless clearly stated otherwise, an estimate is not fixed and may be adjusted if the service scope changes, the information provided is incomplete or inaccurate, or additional work becomes necessary on the day of the move. A fixed-price quotation will only be binding if it is expressly described as fixed and is based on the agreed scope of work. Even where a fixed price applies, it may be varied if there are unforeseen circumstances outside our control, such as blocked access, additional floors without lift access, excessive waiting time, or unreported items requiring specialist equipment.
Bookings are usually confirmed by email, text message, or another written record. The customer should check all details immediately upon receipt of confirmation and notify us promptly of any errors. It is the customer’s responsibility to ensure that the date, time, addresses, and inventory are correct. If the customer requires packing services, storage, disposal, or delivery to multiple locations, these requirements must be agreed in advance. We may refuse or suspend a booking if the information provided is incomplete, misleading, or suggests that the job cannot be carried out safely within our standard operating procedures.
2. Customer Responsibilities
The customer must ensure that all items are suitably packed, labelled, and ready for transport unless we have agreed to provide packing services. Fragile items should be packed to a reasonable standard, and the customer should identify any contents that require special care. The customer must also ensure that items are legal to transport and that no prohibited, hazardous, or contaminated materials are included in the load unless we have agreed otherwise and are legally permitted to carry them. The customer should make arrangements for parking, lift access, and entry permissions where required.
Where the move involves dismantling or reassembly, the customer must confirm in advance which items are to be handled in this way. We will use reasonable care, but we are not responsible for pre-existing weakness, poor construction, hidden defects, or wear and tear in furniture or fixtures. The customer must also remove, secure, or disclose items of particular sensitivity, including cash, jewellery, documents, data storage devices, medicines, and personal effects of unusual value. Unless specifically agreed, such items are carried at the customer’s risk and should not be included in the general load.
Customers must ensure that anyone present at the collection or delivery address acts in a safe and cooperative manner. We may suspend or terminate the service if we consider that the working environment is unsafe, abusive, or obstructive. Additional charges may apply if access is delayed, if waiting time is incurred, or if we are required to return on another day due to circumstances within the customer’s control.
3. Payments and Charges
Charges for a removal service will be based on the quotation, estimate, agreed hourly rate, or a combination of these, depending on the arrangement made at booking. Unless stated otherwise, prices are exclusive of VAT, congestion charges, tolls, parking fees, storage costs, waiting time, and any additional labour or specialist equipment required. Any extra costs will be explained where reasonably possible, although the customer agrees that some charges may only become clear on the day of the move.
Payment terms will be confirmed at the time of booking. We may require a deposit to secure the date and allocate resources. Balance payments are normally due on completion of the service, unless alternative terms have been agreed in writing. We accept payment by the methods specified in the booking confirmation, and the customer is responsible for ensuring that funds are available when due. If a payment is declined, reversed, delayed, or disputed without valid reason, we may charge reasonable administration costs and suspend future services.
Late payments may be subject to interest and recovery costs to the extent permitted by law. If the customer is a business, statutory late payment provisions may apply. We reserve the right to withhold the release of goods where permitted by law until outstanding sums are paid in full. Any discount, promotional rate, or special offer will apply only in accordance with the stated conditions and may be withdrawn if the customer breaches these terms. The customer must not deduct amounts from invoices unless we have agreed the deduction in writing or a court has ordered it.
4. Cancellations, Rescheduling, and Changes
If the customer wishes to cancel or reschedule a booking, they should notify us as soon as possible. Cancellation charges may apply depending on the notice given and any costs already incurred. Where a deposit has been paid, it may be non-refundable in whole or in part if the cancellation occurs after resources have been allocated, staff scheduled, or vehicles reserved. If the customer cancels at short notice or fails to be available at the agreed time, we may charge for reasonable losses and wasted time.
We may cancel or reschedule a booking if circumstances make performance impracticable, unsafe, or unlawful. This includes severe weather, traffic disruption, vehicle breakdown, staff illness, access problems, or circumstances amounting to force majeure. In such cases, we will use reasonable efforts to offer an alternative date or a suitable revised arrangement. Our liability for cancellation caused by events beyond our reasonable control will be limited to a refund of sums paid for services not provided, subject to any lawful deductions for work already completed.
If the customer requests a change to the scope of work, such as adding extra items, changing floors, moving the date, or amending the destination, we may revise the price and timing. We are not obliged to accept changes that would materially alter the nature of the booking. Any agreed amendments should be recorded in writing. A request to reschedule may be treated as a cancellation followed by a new booking if a new date cannot reasonably be accommodated.
5. Liability and Damage
We will exercise reasonable care and skill in providing removal services. However, our liability is limited by the nature of the work, the condition of the goods, and the information supplied by the customer. We are not responsible for loss or damage caused by items that were inadequately packed, previously damaged, improperly assembled, or unsuitable for transport. Likewise, we are not liable for minor cosmetic damage, normal handling marks, or deterioration arising from ordinary wear and tear during a move.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under English law. Subject to that, our total liability for loss or damage arising from the service will be limited to the lesser of the value of the affected item and the maximum amount stated in the booking confirmation, if any. Where no higher limit has been expressly agreed, liability will be assessed on a reasonable basis taking into account depreciation, age, condition, and repairability.
The customer must report any visible loss or damage as soon as reasonably possible and, in any event, within a reasonable time after delivery. Claims should include sufficient detail to allow us to investigate, such as photographs, item descriptions, and supporting evidence of value or repair cost. We may require an opportunity to inspect the item, packaging, or premises before any admission of liability is made. We will not be liable for indirect or consequential losses, including loss of profit, loss of business, missed deadlines, or emotional distress, except where such exclusion is prohibited by law.
6. Access, Delays, and Storage
The customer must ensure that collection and delivery points are accessible and safe. If access is restricted by narrow staircases, parking restrictions, building rules, locked gates, or the absence of lift access, additional charges may apply. Where the customer fails to provide access or necessary permissions, we may wait for a reasonable period and then leave the site, charging for time spent and any associated costs. If the service cannot be completed because access is denied or unsafe, it may still be treated as a completed attendance.
If items are to be stored temporarily, separate storage terms may apply. Goods held in storage remain subject to these terms except where replaced by specific storage conditions. We may charge storage fees, administrative fees, and handling charges as agreed. The customer is responsible for ensuring that items placed into storage are legally capable of being stored and do not include dangerous goods, perishable contents, or items that are subject to special legal controls unless agreed in writing.
Any delivery deadline given by us is an estimate unless expressly stated as guaranteed. We are not responsible for delays caused by traffic, weather, third-party restrictions, or customer-related issues. Where a delay occurs, we will use reasonable efforts to complete the service as soon as practicable. If a delay increases our labour or vehicle costs, we may invoice the additional reasonable expenses incurred.
7. Waste, Disposal, and Environmental Compliance
Where the service includes removal and disposal of unwanted items, waste must be handled in compliance with applicable UK waste regulations, including the duty of care under environmental law. The customer must accurately describe any waste to be removed and must not include hazardous, clinical, chemical, electrical, or contaminated materials unless we have specifically agreed to collect them and are legally permitted to do so. Illegal dumping, fly-tipping, and unauthorised disposal are strictly prohibited.
We may require the customer to confirm in writing that items handed over for disposal are owned by the customer or that the customer has authority to dispose of them. If waste is collected, we may transfer it to licensed facilities, reuse channels, or other lawful routes consistent with our environmental obligations. The customer agrees that once waste has been lawfully accepted for disposal, ownership passes to us only to the extent necessary for lawful handling and processing. We reserve the right to refuse any item that we reasonably believe cannot be transported or disposed of safely and lawfully.
If prohibited or undisclosed waste is found among the goods, we may isolate it, return it at the customer’s cost where lawful and practical, or arrange specialist disposal. The customer will be liable for all associated costs, penalties, and losses arising from inaccurate disclosure or breach of waste laws. We may keep records of waste movements and disposal in line with legal obligations and may share information with regulators or enforcement bodies where required by law.
8. Insurance and Risk
We may hold insurance appropriate to the services we provide, but insurance is not a substitute for the customer’s own arrangements where suitable cover is needed. The customer should check whether their household or business insurance covers removals, transit, storage, and third-party handling. Unless expressly stated in writing, our quotations do not include a promise that every item will be insured to its full replacement value. Any declared-value arrangement must be agreed before the move and may be subject to additional cost and conditions.
Risk in the goods generally passes when the items are loaded for transport, unless a different arrangement has been agreed in writing or required by law. Where we handle fragile, expensive, or unusual items, the customer may be asked to obtain specialist packing or additional cover. We are not responsible for damage arising from defects inherent in the goods themselves, nor for items that were already compromised before collection.
If a claim is made, the customer must cooperate reasonably with any investigation. We may request evidence of ownership, proof of value, purchase receipts, photographs, or repair estimates. Failure to cooperate or to provide timely information may delay assessment or reduce the amount recoverable where permitted by law.
9. Governing Law
These Terms and Conditions and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer rights provide otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.
Nothing in these terms affects any statutory rights that the customer may have as a consumer under UK law. If the customer is acting as a business, the parties acknowledge that the Commercial Contracts legislation and other applicable statutory rules may govern certain aspects of the relationship. These terms are intended to be fair, transparent, and consistent with current UK legal standards for removal services.
By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms. These terms form the basis of the service agreement for removal companies and are designed to protect both parties by setting out clear expectations for booking, payment, cancellation, liability, waste compliance, and dispute resolution.