Removal Service Terms and Conditions
These Terms and Conditions set out the basis on which our man and van removal services are supplied to you within the United Kingdom. By making a booking, using our services, or allowing work to commence, 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 shall have the meanings set out below:
Customer, you or your means the person, firm or company who requests or uses our services.
We, us or our means the removal service provider operating the man and van removal services.
Services means all removal, transport, loading, unloading, packing, storage, and related services supplied by us.
Goods means the items, furniture, boxes and any other property which are the subject of the Services.
Contract means the agreement between you and us for the supply of the Services, incorporating these Terms and Conditions.
2. Scope of Services
We provide man and van removal services for domestic and commercial customers within the UK. Services may include collection, loading, transport, unloading, and positioning of Goods, subject to prior agreement during booking.
Any additional services such as packing, dismantling or reassembly of furniture, long carries, stair work, and additional drop-off or collection points must be agreed at the time of booking or may be treated as extra services and charged accordingly.
We reserve the right to refuse to carry any Goods that are unsafe, illegal, hazardous, improperly packed, excessively heavy, or which may cause damage or injury to persons, property, vehicles or other Goods.
3. Booking Process
All bookings are subject to availability and our acceptance. We may accept bookings made by telephone, online forms, written communications, or in person. A booking is not confirmed until we have provided a booking confirmation and, where required, you have paid any deposit.
When making a booking, you are responsible for providing accurate and complete information, including:
Full collection and delivery addresses.
Dates and times required.
Access information, including floors, lifts, parking restrictions, or long walking distances.
The nature, quantity, and approximate value of Goods to be moved.
Any special requirements, fragile or high-value items, heavy or bulky items, or restricted or hazardous items.
If the information you provide is inaccurate or incomplete, we may adjust the price, change the service, or in serious cases, cancel the service. Any additional time, distance or labour required may be charged at our standard rates.
4. Quotations and Pricing
Any quotation provided is based on the information you give us and on normal access conditions. Quotations may be given as a fixed price, an hourly rate, or a combination of both, and will set out what is included.
Unless otherwise stated, quotations do not include:
Parking fees, congestion charges, tolls or ferry charges.
Customs duties or import or export charges.
Disconnection or reconnection of appliances.
Removal of doors, windows, or structural alterations.
Special handling of pianos, safes, or items above a certain weight.
We reserve the right to amend our quotation or apply additional charges if:
The Services are not commenced or completed within three months of the quotation.
You request additional services or changes to the original specification.
Access is difficult or differs from the information provided, such as stairs, narrow corridors, or long carrying distances.
The move takes longer than expected due to circumstances beyond our control, including traffic, weather, delays caused by you or third parties, or restrictions at your premises.
Any variation in price will be explained to you as soon as reasonably practicable.
5. Payments and Charges
Payment terms will be confirmed at the time of booking. We may require full payment or a deposit in advance. For some services, payment may be due on completion of the job.
We accept payment by methods that we notify to you during booking. You are responsible for ensuring that payment is made in cleared funds on or before the due date. If payment is not received when due, we may:
Refuse to commence or continue with the Services.
Retain possession of some or all of the Goods until full payment, including any storage or redelivery charges, is received.
Charge interest on overdue amounts at the statutory rate applicable under UK law, calculated on a daily basis.
All prices are quoted in pounds sterling and are inclusive or exclusive of VAT as specified. Where VAT applies, it will be charged at the prevailing rate at the time of invoicing.
6. Customer Responsibilities
You agree to:
Ensure that you or your appointed representative is present throughout the loading and unloading, and at the end of the job to check and sign any job sheets.
Provide proper and adequate parking and access at collection and delivery addresses, including any necessary permits or permissions.
Ensure that Goods are packed safely and securely in suitable containers, unless we have agreed to provide packing services.
Remove and secure any personal documents, money, jewellery, and other valuables, which we do not accept liability for unless otherwise agreed in writing.
Ensure that all Goods to be moved are ready for collection, and that appliances are disconnected, defrosted, and drained as required.
If you fail to fulfil these responsibilities, we may charge for any extra time, waiting, or additional work required.
7. Cancellations, Amendments and Delays
You may cancel or amend your booking by giving us notice. The notice period and any applicable charges will depend on the time remaining before the scheduled service date.
We may charge a cancellation fee if:
You cancel with less than 48 hours notice before the agreed start time.
You are not present at the agreed time and location, or you are unable to provide access, causing the job to be abandoned.
You significantly change the date, time or scope of the Services at short notice and we cannot reasonably accommodate the change.
If we are unable to carry out the Services due to circumstances beyond our control, such as extreme weather conditions, road closures, vehicle breakdowns, accidents, or illness, we will notify you as soon as possible and either agree a new date or cancel the Contract with a refund of any amounts paid for the affected Services. We shall not be liable for any indirect or consequential losses arising from such cancellation or delay.
8. Insurance and Liability
We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Goods, property, or for any other loss arising from the performance of the Services will be limited as set out in this section.
We are not liable for any loss or damage to:
Jewellery, watches, precious metals, stones, money, securities, important documents or similar valuables, unless we have agreed in writing to carry such items and you have provided an accurate declaration of value.
Goods which are already damaged, defective, inadequately packed by you, or which have inherent defects.
Electrical or mechanical goods unless there is clear evidence of external damage caused by our negligence.
Goods packed in boxes or containers that were not packed by us, where we cannot verify the condition or adequacy of packing.
Damage caused by moths, vermin, damp, mould, rust, or gradual deterioration.
We shall not be liable for any indirect, special or consequential loss, including loss of profit, loss of use, or loss of enjoyment, arising out of or in connection with the Services.
Our total liability for loss of or damage to Goods, however arising, shall not exceed a reasonable cost of repair or replacement, taking into account age, condition, and market value, and shall in any event be limited to a maximum aggregate amount that is reasonable in the circumstances. You are advised to arrange your own insurance cover if you require higher protection.
Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be limited or excluded.
9. Claims and Complaints
If you believe your Goods have been lost or damaged, or you are dissatisfied with the Services, you must notify us in writing as soon as possible and in any event within seven days of the date of the service or discovery of the loss or damage.
You must allow us a reasonable opportunity to inspect any alleged damage and to investigate the circumstances. You should retain any damaged items and packaging for inspection. Failure to report loss or damage within the specified period may affect our ability to investigate and may limit or extinguish any liability we may have.
We will investigate any complaint or claim promptly and will work with you to seek a fair resolution in accordance with these Terms and Conditions and applicable law.
10. Parking, Access and Waiting Time
You are responsible for ensuring that suitable parking is available at both collection and delivery addresses and for obtaining any necessary permits or permissions. Any parking charges, fines or penalties arising from inadequate or illegal parking instructions, or your failure to arrange proper parking, may be charged to you.
If we are required to wait due to lack of access, delays in keys, issues with building management, or other causes not under our control, we may charge waiting time at our standard hourly rates.
11. Waste and Environmental Regulations
We operate in accordance with applicable UK waste and environmental regulations. We are not licensed to carry or dispose of certain types of waste, including hazardous, clinical, or controlled waste, unless we have specifically informed you that we hold the appropriate licence.
You must not present for removal any items that are prohibited under waste or environmental regulations, including but not limited to asbestos, chemicals, solvents, paint, gas bottles, explosives, clinical waste, or any items of a similar nature.
Where we agree to remove and dispose of unwanted items, this will be treated as a separate service and may be subject to additional charges. You confirm that you have the right to dispose of such items and that they do not include restricted or hazardous materials.
If we discover prohibited items within your Goods, we may refuse to carry them, return them to you, or require you to arrange safe disposal at your own cost. We may also report any illegal activities or breaches of waste regulations to the relevant authorities.
12. Excluded Items
We do not carry animals, live plants in poor condition, perishable food, illegal substances, firearms, ammunition, or any other items that we reasonably consider unsafe or inappropriate. If any such items are found among the Goods without our prior agreement, they will be removed from the vehicle or not loaded, and we shall have no liability for any loss arising.
13. Force Majeure
We shall not be in breach of the Contract nor liable for delay in performing, or failure to perform, any of our obligations if such delay or failure results from events, circumstances or causes beyond our reasonable control. This may include, without limitation, acts of God, adverse weather, accidents, road closures, strikes, lock-outs or other industrial disputes, war, riot, civil commotion, or compliance with any law or governmental order.
14. Data Protection and Privacy
We will process personal data in accordance with applicable UK data protection laws. We collect and use your personal information to manage your booking, provide the Services, process payments, and handle any queries or claims. We will take reasonable steps to keep your personal data secure and will not share it with third parties except where necessary to provide the Services, comply with legal obligations, or with your consent.
15. Governing Law and Jurisdiction
These Terms and Conditions and any Contract between you and us shall be governed by and construed in accordance with the laws of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may have the option to bring proceedings in your local courts.
Any disputes arising out of or in connection with these Terms and Conditions or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise.
16. General Provisions
If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.
No variation of these Terms and Conditions shall be valid unless agreed in writing by us. Our failure or delay in exercising any right or remedy under these Terms and Conditions shall not be construed as a waiver of that right or remedy.
The Contract is between you and us. No other person shall have any rights to enforce any of its terms.
By confirming your booking, you acknowledge that you have read, understood and agree to these Terms and Conditions.
