UK Terms and Conditions for Removal Companies and Removals Services
These Terms and Conditions set out the basis on which a removal company provides removals services to a customer in the United Kingdom. By making a booking, the customer agrees to be bound by these terms, together with any written quotation, inventory, or service confirmation supplied before the move. These terms are intended to be fair, clear, and practical for both parties, and they apply to domestic and commercial removal services unless otherwise agreed in writing.
For the purposes of these terms, references to ???we??�, ???us??�, and ???our??� mean the removals company providing the service, and references to ???you??� and ???your??� mean the customer, sender, or authorised representative requesting the move. The service may include packing, loading, transport, unloading, furniture handling, dismantling, reassembly, storage arrangements, or related support, depending on what has been agreed. Any additional tasks not expressly included in the booking may be charged separately.
A contract for house removals, office relocations, or any other removal service is formed when we confirm the booking in writing, issue a confirmation reference, or otherwise accept your request. A quotation is usually based on the information you provide about the volume, access, distance, parking, items to be moved, and any special handling requirements. If any of that information changes, we may revise the quotation, amend the schedule, or refuse to proceed where the change materially affects the service.
Booking process begins when you give accurate details about the property, items, dates, access arrangements, and any special circumstances such as narrow staircases, restricted parking, heavy items, fragile goods, or the need for packing materials. We may request photographs, inventories, or a pre-move assessment to make sure the correct vehicle, staff, and equipment are provided. You are responsible for ensuring that all information supplied is complete and correct.
Once a quote is accepted, we may ask for a deposit or advance payment to secure the date. The booking is only reserved when the required deposit has been received and any stated conditions have been met. If the service includes third-party elements such as storage, cranes, parking permits, ferry charges, tolls, or access fees, these may be estimated at the time of booking and adjusted if the actual cost differs. Unless expressly stated, quotations are based on normal working hours and standard access conditions.
You must ensure that the premises are ready for the move on the agreed date and time. This includes arranging suitable parking, obtaining any necessary permissions, protecting floors and walls where appropriate, and making sure that items to be moved are accessible. We may refuse to handle items that are unsafe, illegal, improperly packed, or likely to damage other goods, vehicles, or property. Any delay caused by incomplete preparation, inaccurate information, or access problems may lead to additional waiting charges or a rebooking fee.
Payments must be made in accordance with the quotation or invoice issued for the job. Unless we agree otherwise, payment is due in full before delivery, on completion, or within the stated credit period for business customers. Accepted payment methods may be limited to those specified at the time of booking. We may require part-payment in advance, particularly for larger removals, long-distance work, international transport, specialist handling, or jobs involving storage or subcontracted services.
If payment is not made when due, we may suspend the service, retain goods in our care where lawful and reasonable, charge interest or late fees permitted by law, and recover any reasonable costs incurred in chasing the debt. A removal company is entitled to protect itself against non-payment, and we may retain a lien over goods to the extent permitted by applicable law until outstanding sums are settled. Any bank charges, returned payment fees, or collection costs may be added to the amount owed where lawful.
All prices quoted are exclusive of any taxes unless stated otherwise. If a quotation is based on information that later proves inaccurate, or if additional work is requested on the day of the move, we may issue a revised charge reflecting the actual service provided. Examples include extra floors without lift access, long carries, waiting time, multiple collection or delivery points, additional packing, or the handling of more items than originally declared. A valid invoice will normally be issued for all such extras.
Cancellations and rescheduling requests should be made as soon as possible. Because removal services involve reserving staff, vehicles, and time slots, cancellation charges may apply. If you cancel shortly before the move, fail to provide access, or are not ready for collection at the agreed time, we may charge a proportion of the total fee to cover administration, labour, lost booking opportunities, and any preparatory costs already incurred. The amount charged will reflect the timing of the cancellation and the resources reserved for the job.
If you wish to change the date or scope of the removal, we will try to accommodate the request where possible, but any change is subject to availability and may require a revised price. We are not liable for delay or inconvenience caused by matters outside our control, including severe weather, road closures, traffic disruption, industrial action, accidents, or delays caused by third parties. In such circumstances, we will aim to communicate a revised arrival window and continue the service as soon as reasonably practical.
If we must cancel due to circumstances beyond our reasonable control, we will notify you as soon as practicable and may offer an alternative date or refund any sums paid for services not supplied, subject to deductions for non-recoverable costs where lawful. Where a booking is cancelled by us for reasons relating to your conduct, unsafe conditions, non-payment, or false information, you may remain responsible for any expenses already incurred. We recommend that customers do not commit to disposal arrangements or third-party deadlines until the booking is confirmed and underway.
Liability is limited in accordance with these terms and applicable UK law. We will use reasonable care and skill when carrying out removal services, but certain risks remain inherent in moving goods. Unless we have agreed to do so, we do not accept responsibility for items of extraordinary value, cash, jewellery, documents, antiques, artwork, or sentimental belongings unless they have been declared in advance and accepted by us in writing. We may also refuse to transport items that are prohibited, dangerous, or unsuitable for carriage.
Where we are responsible for loss or damage caused by our negligence, our liability will generally be limited to the fair repair value, replacement value, or the declared value agreed before the move, whichever is lower and subject to any contractual cap allowed by law. We are not responsible for pre-existing damage, ordinary wear and tear, defects in furniture, poor packaging by the customer, or damage resulting from items that were inherently unstable or inadequately secured before collection. The customer should retain evidence of condition for valuable or fragile goods if a claim may later be required.
We are not liable for indirect or consequential losses, including loss of profit, loss of business, missed appointments, emotional distress, or delay-related inconvenience, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. If you believe damage has occurred, you must notify us promptly and provide reasonable evidence, including photographs and a description of the issue, so that the matter can be assessed fairly.
Waste regulations apply to any materials removed, discarded, or disposed of as part of a clearance or relocation service. If the removal includes unwanted furniture, packaging, appliances, or mixed household items, we will handle them only in accordance with applicable waste laws and licensing requirements. You must not ask us to dispose of prohibited waste unless we have expressly agreed to do so and are authorised to handle that category of material. The customer remains responsible for telling us what is to be retained, transported, recycled, donated, or treated as waste.
Where items are classed as waste, we may require you to confirm ownership and authority to dispose of them. Certain materials may need separate handling, including electrical goods, batteries, paint, chemicals, clinical waste, gas bottles, tyres, or other controlled substances. We may refuse to move or remove items that could breach safety rules, licensing conditions, or environmental obligations. If prohibited or undeclared waste is discovered during the job, we may stop work, charge additional fees, or arrange lawful disposal at your expense where permitted.
The customer agrees to provide honest and complete information about any waste, hazardous goods, or contaminated materials before the service begins. We may issue a waste transfer record, disposal receipt, or other documentation where required by law. Any duty to segregate waste, store it securely, or keep it away from non-waste goods must be followed by the customer before collection. We will not be responsible for fines, penalties, or regulatory action arising from inaccurate information, illegal presentation of waste, or instructions that would breach the law.
Customer responsibilities include ensuring that all goods are suitably packed unless packing has been included in the service, all items are emptied where required, and all fragile or high-risk items are marked clearly. You must protect confidential documents, data devices, medication, and personal valuables before the move begins. We may decline to pack or transport items that are improperly secured or are likely to cause harm. Where dismantling or reassembly is included, the customer should keep original fittings, screws, and instructions available where possible.
You must also ensure that the property is available at the agreed times and that any keys, codes, passes, or access permissions needed for collection or delivery are provided in good time. If the customer or an authorised representative is not present when required, we may continue only if lawful, safe, and practical to do so. Any risk associated with leaving goods unattended, delaying access, or instructing us to place items in a temporary location falls to the customer once we have acted in accordance with agreed instructions.
We may rely on instructions given by the customer, an employee, a family member, a solicitor, an estate agent, or another person reasonably believed to be authorised. If competing instructions are received, we may pause the service until clarity is obtained. Any verbal variation should, where possible, be confirmed in writing. A removals company is not required to continue with a move where doing so would be unsafe, unlawful, or materially different from the booked service.
Insurance arrangements may be offered separately and should not be assumed to be included unless stated. Standard carrier liability, if any, is not the same as full replacement insurance. You are responsible for checking whether your own home, contents, business, or transit insurance provides adequate cover for the goods being moved. If additional insurance is available, the terms, exclusions, excesses, and claim procedures will be provided separately and will form part of the booking documents where accepted.
Any claim for loss or damage must be made within a reasonable time and, where possible, before the goods are unpacked, altered, or disposed of. We may require the damaged item to be inspected. No liability will arise for damage that could not reasonably have been detected or reported promptly. If goods are delivered into storage, placed at a new property, or received by a third party, the customer should inspect them as soon as reasonably possible and notify us of any concerns without delay.
Nothing in these UK removal terms affects statutory rights that cannot be excluded. If any clause is found to be invalid or unenforceable, the remaining clauses will continue in force. A delay or failure by us to enforce a right under these terms does not mean we waive that right. These terms may be updated from time to time, but the version applying to your booking will be the one in force when the contract was formed unless a later written variation is agreed.
Governing law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales, unless the contract is made under another part of the United Kingdom and mandatory local law requires otherwise. Any dispute arising from or connected with a removal service will be subject to the exclusive jurisdiction of the courts of England and Wales, save where consumer law provides for a different mandatory forum. If any term is inconsistent with applicable legislation, the law will prevail to the extent of the inconsistency.
By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions for removals services. You also confirm that you have authority to enter into the contract on behalf of all persons whose goods are included, and that you will ensure accurate declarations about access, weight, value, condition, and disposal requirements. We reserve the right to decline any job that cannot be performed safely, legally, or in accordance with the agreed scope.
For the avoidance of doubt, these terms are intended to form a clear legal framework for removal companies offering moving, transport, and related support services in the UK. They should be read together with any quotation, inventory, or written amendment. In the event of conflict, the written booking confirmation will usually take precedence over general terms, provided that such wording is lawful and does not remove rights that the customer cannot legally waive.