Terms and Conditions for Removals and Storage Services

These Terms and Conditions set out the basis on which our removals and storage services are provided in the United Kingdom. By placing a booking, requesting a quotation, or allowing us to begin work, you agree to be bound by these terms. They are intended to be clear, fair, and practical, while reflecting the nature of domestic and commercial moving, packing, transport, and storage services. In these terms, references to ???we??�, ???us??�, and ???our??� mean the service provider, and references to ???you??� and ???your??� mean the customer, whether acting personally or on behalf of a business.

These conditions apply to the full range of our removal services and storage arrangements, including collection, loading, transit, unloading, temporary holding, and related handling activities. They also apply where we provide packing materials, labour, or additional support before or after the main move. If any part of a quote, order confirmation, or written agreement conflicts with these terms, the specific written agreement will take precedence only to the extent of that conflict.

We reserve the right to update these terms from time to time. The version in force at the point your booking is confirmed will normally govern the service, unless a later written variation is agreed by both parties. Any variation must be clear and recorded in writing. You are responsible for reading and understanding the terms before confirming a booking, and for ensuring that all information you provide is complete, accurate, and up to date.

Booking Process

A booking for removals and storage is usually made following an enquiry and the issue of a quotation. Quotes may be based on the volume of goods, the access conditions at collection and delivery addresses, the distance to be travelled, the number of operatives required, the duration of the job, and any additional services requested. Estimates are provided on the information available at the time and may change if the actual circumstances differ materially from those described. You must disclose any relevant details that could affect the service, including stairs, restricted access, lift availability, parking limitations, fragile items, specialist goods, or timing restrictions.

To confirm a booking, you may be asked to accept a quotation, provide a deposit, and supply key details such as collection date, delivery date, storage period, inventory information, and contact details for the day of the move. A booking is only secured once we have confirmed it in writing, taken any required payment, and agreed the scope of work. Until confirmation is issued, availability cannot be guaranteed. We may decline a booking if the requested work exceeds our operational capacity, involves prohibited items, or presents an unacceptable risk.

You are responsible for ensuring that the property is ready for the move at the agreed time. This includes arranging suitable access, obtaining any necessary permits or permissions, and making sure items are packed and labelled where required. If we agree to pack or dismantle items, the extent of that service will be stated in the booking details. Where services are ordered on behalf of a third party, you confirm that you have authority to do so and that the third party will comply with these terms.

Payments and Charges

All charges for our moving and storage services will be set out in the quotation, booking confirmation, or subsequent written variation. Prices may be fixed, estimated, or time-based depending on the nature of the work. Unless stated otherwise, quotes exclude unforeseen additional labour, waiting time, tolls, parking penalties, disbursements, specialist handling, storage overrun fees, and other supplementary costs caused by circumstances outside our control. Any such additions will be charged fairly and in accordance with the circumstances.

Payment terms will be specified at the time of booking. We may require a deposit to secure the work, with the balance payable before completion, on delivery, or at intervals for ongoing storage. Where storage is provided, fees are typically payable in advance for the agreed period. Late payment may result in interest and recovery costs to the extent permitted by law. We reserve the right to suspend services, withhold delivery, or terminate storage arrangements if invoices remain unpaid after reasonable notice.

Payments should be made using the method agreed in advance. If a payment is reversed, declined, or charged back without valid reason, you will remain liable for the full amount due, together with any costs we incur in recovering payment. If the service expands beyond the original scope because you request extra labour or because the goods require more time or care than reasonably expected, additional charges may apply. We will aim to notify you before such charges are incurred wherever practical.

Cancellations, Delays, and Changes

You may cancel or reschedule a booking by giving us written notice. The amount payable on cancellation will depend on how much notice is given and whether any costs have already been incurred. Where a cancellation occurs shortly before the planned service date, we may retain part or all of any deposit and charge for reasonable wasted costs, including crew allocation, vehicle reservation, and storage space set aside for your goods. Any refund due will be calculated after deduction of legitimate costs.

We may cancel or postpone a booking if performance becomes impossible, unsafe, unlawful, or materially more difficult because of events beyond our reasonable control. This may include severe weather, accidents, traffic disruption, industrial action, government restrictions, or unexpected site conditions. In such cases, we will use reasonable efforts to rearrange the service. We will not be responsible for losses caused by delay where the delay is outside our reasonable control and not caused by our negligence.

You must tell us as soon as possible if dates, addresses, access arrangements, inventory, or storage requirements change. Changes may affect the price, timing, and feasibility of the service. If revised circumstances require a larger vehicle, additional staff, extra storage, or different handling methods, the quotation may need to be amended. We are not obliged to proceed on the original price if the underlying assumptions are no longer accurate.

Collection, Delivery, and Storage Conditions

We will take reasonable care when handling your goods during collection, transport, and delivery. You should ensure that items are properly packed unless we have agreed to pack them, and you should identify any fragile, valuable, or unusually heavy items before the service begins. If goods are not adequately packed, marked, or secured, we may refuse to move them or may move them only at your risk, subject to any mandatory legal protections that cannot be excluded.

For storage, goods will be held in accordance with the agreed storage arrangement and any applicable handling requirements. You agree that we may move goods within our storage facilities, re-stack items, or otherwise handle them as reasonably required for operational purposes, provided this is done with appropriate care. Storage is offered on the basis that goods may be held for a minimum or fixed term, and continued storage after that period may incur additional fees.

You must not store or request us to handle any prohibited, dangerous, illegal, flammable, explosive, perishable, or environmentally harmful items unless we have expressly agreed in writing and the law permits it. This includes, without limitation, hazardous chemicals, gas cylinders, live animals, cash, controlled substances, and items that could endanger our staff, other customers, the public, or the storage environment. If prohibited items are discovered, we may refuse handling, isolate the goods, notify the relevant authorities where required, and recover any costs reasonably incurred.

Liability and Insurance

We will exercise reasonable care and skill in providing our removal company services, but our liability is limited to the extent permitted by law. We are not responsible for loss or damage caused by matters outside our control, including defects in packaging, inherent weakness of goods, normal wear and tear, poor access, hidden defects, or inaccurate instructions supplied by you. We are also not liable for indirect or consequential losses such as loss of profit, loss of business, or emotional distress, except where liability cannot legally be excluded.

If you wish to rely on declared value cover or enhanced protection, you must disclose the value of relevant items before the service begins and comply with any requirements relating to packing, inventory, or storage classification. Any compensation payable will be assessed in line with the applicable cover, the documented condition of the goods, and the circumstances of the loss. You should retain evidence of ownership and condition for valuable or fragile items, as we may request proof in the event of a claim.

You must notify us of any apparent loss or damage as soon as reasonably possible and no later than the period stated in the booking documentation or, if none is stated, within a reasonable time after discovery. We may require photographs, an inventory, purchase details, or inspection of the goods and packaging. No claim will be accepted where you have already arranged repair, disposal, or replacement before we have had a fair opportunity to investigate, unless this was necessary to prevent further loss or damage.

Waste Regulations and Disposal

Where our removals and storage company provides disposal or clearance services, you agree that waste will be handled in accordance with applicable UK waste laws and environmental requirements. We may only remove waste that we are permitted and equipped to take. You must accurately describe the waste and separate any hazardous, confidential, or restricted materials in advance. We may refuse to collect any item that is unsuitable, misdescribed, unsafe, or unlawful to transport or dispose of.

You remain responsible for ensuring that any waste presented for collection is lawfully owned by you or that you have permission to dispose of it. If items are intended for recycling, reuse, or disposal, we may route them to approved facilities or third-party handlers as necessary. Where documentation is required, you agree to cooperate with all reasonable requests for information so that we can comply with duty of care obligations and record-keeping requirements.

If waste is found mixed with personal belongings or stored goods without prior disclosure, additional sorting, handling, or specialist disposal charges may apply. We will not accept liability for penalties, enforcement action, or extra costs arising from your failure to provide accurate descriptions or to separate prohibited materials. We may report unlawful waste, suspected fly-tipping, or dangerous materials where we believe this is necessary to comply with legal obligations.

Customer Responsibilities

You must ensure that all information supplied to us is truthful and complete. This includes inventories, access details, parking arrangements, building restrictions, and the presence of items that require special care. You are also responsible for securing loose parts, draining appliances where needed, backing up electronic data, and removing personal data from devices you do not want accessed during handling. We are not responsible for data loss where goods include computers, phones, or storage media unless we have expressly agreed to take specific protective steps.

You must be present, or represented by an authorised person, at collection and delivery unless otherwise agreed. If no one is available to give instructions or sign for receipt, we may place goods into storage, leave them at a nominated location only where safe and agreed, or reschedule the delivery at your expense. If access is delayed or made impossible by circumstances within your control, waiting time and redelivery charges may apply.

You must inspect goods promptly on delivery and notify us of any concerns as soon as practicable. Signing a delivery note does not remove your right to make a claim where a problem could not reasonably have been discovered immediately, but it does confirm that the goods were received and that visible items were checked to the extent reasonably possible at the time.

Termination, Governing Law, and General Terms

We may suspend or terminate the service if you seriously breach these terms, fail to pay sums due, provide false or misleading information, request unlawful handling, or behave in a threatening or abusive manner toward our staff. If termination occurs, you remain liable for work already carried out, costs incurred, and any reasonable expenses arising from the breach. Where goods remain in our possession after termination, we may continue to charge storage or take steps permitted by law to recover outstanding amounts.

These terms are governed by the laws of England and Wales, and any dispute arising from or in connection with the services shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. If any provision is found invalid or unenforceable, the remaining provisions shall continue in full force. No failure or delay in exercising any right under these terms shall operate as a waiver of that right.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. These terms and conditions for removals and storage are intended to balance clarity for customers with fair protection for the service provider. They form the basis of our contractual relationship and should be read carefully before any booking is confirmed.