Removals UK Service Terms and Conditions

These Terms and Conditions set out the basis on which Removals UK provides domestic and commercial removal, transport, and related services 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.

Company means Removals UK, the provider of removal and related services.

Customer means the person or organisation entering into a contract with the Company for the provision of services.

Services means any removal, transportation, packing, loading, unloading, storage, or related services supplied by the Company to the Customer.

Goods means the items, belongings, furniture, equipment, or other property that the Company is contracted to move, handle, or store.

Premises means any property, building, office, or location where the Services are carried out, including collection and delivery addresses.

Contract means the legally binding agreement between the Company and the Customer incorporating these Terms and Conditions and any written quotation or confirmation provided by the Company.

2. Scope of Services

The Company provides domestic and commercial removal services across the UK, including packing, loading, transportation, unloading, and, where agreed, short-term storage and disposal of specified items. Any services to be provided will be as described in the written quotation or booking confirmation issued by the Company.

The Company reserves the right to decline any booking where the proposed work is outside its normal operating scope, exceeds vehicle or staff capacity, or involves prohibited items or unsafe conditions.

3. Booking Process

3.1 Initial enquiry and quotation

The Customer may request a quotation by providing accurate information about the Goods, access at collection and delivery addresses, floors, parking arrangements, and any special handling requirements. Quotations may be provided verbally or in writing, but a binding Contract is formed only when the Company issues a written confirmation or accepts a deposit.

3.2 Acceptance of quotation

All quotations are subject to availability of vehicles and staff on the proposed service date. A quotation is valid for the period stated on it, or if no period is stated, for 30 days from the date of issue. The Customer accepts the quotation by confirming in writing or by making the required deposit payment.

3.3 Changes to booking details

The Customer must notify the Company as soon as possible of any changes to dates, addresses, access, volume of Goods, or special requirements. The Company may adjust the price to reflect any such changes and will inform the Customer of any revised charges before proceeding.

3.4 Booking confirmation

The Company will provide a booking confirmation setting out the agreed date, time window, addresses, nature of the Services, and the price or charging structure. The Customer is responsible for checking that all details are correct and must inform the Company immediately of any errors or omissions.

4. Payments and Charges

4.1 Pricing

Prices are generally based on the volume or weight of Goods, distance, level of service required, access conditions, and any additional labour or equipment needed. Any estimate provided before a site visit or detailed inventory is indicative only and may be adjusted once accurate information is obtained.

4.2 Deposits

The Company may require a deposit to secure the booking. The deposit amount and due date will be stated in the quotation or booking confirmation. The booking is not fully secured until the deposit has been received by the Company.

4.3 Payment terms

Unless otherwise agreed in writing, all outstanding balances are payable no later than on completion of the Services on the moving day, or prior to unloading at the delivery address. For commercial Customers, alternative payment terms may be agreed in writing.

4.4 Late payment

If payment is not received by the due date, the Company may charge interest on the overdue amount at a reasonable rate and may withhold unloading of Goods or further services until full payment has been received. The Company may also recover any reasonable costs incurred in pursuing overdue payments.

4.5 Additional charges

Additional charges may apply where there are delays beyond the Company’s control, such as waiting for keys, restricted access, or extra work requested on the day. These charges will be calculated at the hourly or daily rate specified in the quotation or booking confirmation.

5. Customer Responsibilities

The Customer agrees to the following obligations.

5.1 Access and parking

The Customer must ensure that adequate access, parking, and, where required, parking permits are arranged for the Company’s vehicles at both collection and delivery addresses. Any parking fines or penalties incurred due to inadequate arrangements may be charged to the Customer.

5.2 Preparation of Goods

Unless a packing service has been expressly agreed, the Customer is responsible for packing all Goods securely and appropriately. Fragile items must be clearly marked, and any special handling instructions must be communicated to the Company in advance.

5.3 Prohibited items

The Customer must not submit for removal or storage any items that are hazardous, illegal, explosive, corrosive, flammable, or otherwise unsafe, including but not limited to petrol, gas cylinders, firearms, illegal substances, or perishable food. The Company may refuse to move any item it reasonably considers to be unsafe or prohibited.

5.4 Presence during the move

The Customer or a nominated representative must be present at collection and delivery addresses to provide access, confirm inventory, and sign any relevant documentation. If no authorised person is present, the Company may, at its discretion, cancel or postpone the Services and charge for any wasted time or travel.

5.5 Fragile and valuable items

The Customer must highlight in advance any particularly valuable, delicate, or awkward items, including antiques, artwork, glass, or large appliances. Items of exceptional value may require special packing, handling, or additional insurance which must be agreed before the move date.

6. Cancellations and Postponements

6.1 Customer cancellations

If the Customer wishes to cancel the Services, they must provide written notice as early as possible. The following cancellation charges may apply, unless otherwise stated in the quotation.

If cancellation is more than 7 days before the scheduled service date, any deposit paid may be refunded, less any reasonable administrative costs.

If cancellation is within 7 days but more than 48 hours before the scheduled service date, the Company may retain part or all of the deposit, or charge up to 50 percent of the quoted price.

If cancellation is within 48 hours of the scheduled service date, the Company may charge up to 100 percent of the quoted price.

6.2 Postponements

The Customer may request to postpone the booking. The Company will attempt to accommodate any new date requested but cannot guarantee availability. Postponement may be treated as a cancellation and rebooking, and the above cancellation charges may apply, depending on the notice given.

6.3 Company cancellations

The Company reserves the right to cancel or suspend the Services in the event of circumstances beyond its reasonable control, including but not limited to severe weather, accidents, vehicle breakdown, staff illness, or safety concerns at the Premises. In such cases, the Company will attempt to reschedule the Services at a mutually convenient time. If rescheduling is not possible, any payments received for the cancelled Services will be refunded, and this shall be the Company’s sole liability.

7. Liability and Limits of Responsibility

7.1 Duty of care

The Company will exercise reasonable skill and care in handling, packing, transporting, and delivering the Goods. However, the Company’s liability is subject to the limitations set out in this section.

7.2 Exclusions

The Company shall not be liable for loss or damage arising from the following.

Loss or damage to items packed by the Customer, where the damage results from inadequate or improper packing.

Wear and tear, deterioration, or pre-existing damage to Goods.

Loss of or damage to cash, jewellery, watches, precious metals, securities, important documents, or items of unusual value unless specifically declared and accepted in writing prior to the move.

Damage caused by defects in the property or access, such as weak staircases, narrow passages, or unstable surfaces.

Any loss or damage that arises from circumstances beyond the Company’s reasonable control, including weather conditions, traffic delays, or acts of third parties.

7.3 Limitation of liability for Goods

Unless otherwise agreed in writing, the Company’s total liability for loss of or damage to Goods shall be limited to a reasonable amount per item or per consignment. The Customer may request higher liability coverage or separate insurance, which may be subject to additional charges.

7.4 Indirect and consequential loss

The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profits, loss of business, or loss of opportunity, arising out of or in connection with the Services.

7.5 Notification of loss or damage

The Customer must inspect the Goods and Premises as soon as reasonably possible on completion of the Services. Any loss or damage that may give rise to a claim must be notified to the Company in writing within a reasonable period, providing full details and supporting evidence where possible.

8. Damage to Premises

The Company will take reasonable care to avoid damage to the Premises. However, due to the nature of removal work, minor scuffs or marks to walls, floors, or door frames may occur. The Customer must notify the Company promptly of any alleged damage to the Premises.

The Company’s liability for damage to Premises is limited to the cost of repair or making good the damaged area, subject to reasonable wear and tear and pre-existing conditions. The Company shall not be responsible for structural damage resulting from the movement of large or awkward items where safe access is restricted or inadequate.

9. Waste, Recycling, and Environmental Regulations

9.1 Waste handling

If the Services include the removal and disposal of unwanted items, the Company will handle such items in accordance with applicable UK waste management regulations. The Company may only remove waste that is lawful for it to carry and dispose of, and reserves the right to refuse any items that are hazardous, prohibited, or require specialist disposal.

9.2 Duty of care

The Customer confirms that any items presented for disposal are theirs to dispose of and do not contain restricted or controlled materials. The Company will use authorised waste transfer facilities or recycling centres and maintain appropriate records where required by law.

9.3 Environmental considerations

The Company aims to minimise environmental impact by consolidating loads where possible, promoting reuse and recycling of suitable materials, and adhering to relevant environmental regulations and best practice.

10. Insurance

The Company maintains appropriate insurance cover for its vehicles and operations in connection with removal services. This may not automatically cover the full value of all Goods being transported. The Customer is encouraged to maintain adequate household, contents, or business insurance that includes cover for Goods in transit, and to arrange additional cover if required for high value items.

11. Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with the Company as soon as possible so that it can be investigated and addressed promptly. The Customer should provide full details, including dates, locations, and any supporting evidence.

The Company will make reasonable efforts to resolve complaints amicably. If a dispute cannot be resolved through internal procedures, the parties may consider mediation or other forms of alternative dispute resolution before commencing court proceedings.

12. Data Protection and Privacy

The Company will collect and use personal data provided by the Customer for the purpose of administering bookings, providing services, processing payments, and complying with legal obligations. Personal data will be handled in accordance with applicable UK data protection laws.

The Company will not sell or disclose personal data to third parties except where necessary for the performance of the Contract, for legal or regulatory reasons, or with the Customer’s consent.

13. Variation of Terms

The Company may update or amend these Terms and Conditions from time to time. Any such changes will not affect existing Contracts already confirmed, unless required by law. The version of the Terms and Conditions in force at the time of booking will apply to that Contract.

14. Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect. The invalid or unenforceable provision shall be replaced by a valid and enforceable provision that most closely reflects the original intent.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any Contract between the Customer and the Company, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to hear any disputes arising out of or in connection with these Terms and Conditions or the Services, without prejudice to any mandatory rights the Customer may have under consumer protection legislation.

By proceeding with a booking or using the Services of Removals UK, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.