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 to customers in the UK. By making a booking, accepting a quotation, or allowing us to begin work, you agree to be bound by these terms. Please read them carefully before confirming any arrangement for a house move, office relocation, furniture storage, or related service. These terms are intended to be clear and fair, and they apply whether you are booking a one-off move or an ongoing storage arrangement.
In these terms, references to “we”, “us”, and “our” mean the service provider, and “you” means the customer or the person making the booking. References to removals include loading, transport, unloading, and any ancillary handling agreed in writing. References to storage include the receipt, holding, and release of goods under the agreed storage plan. These removals and storage terms do not affect your statutory rights as a consumer where applicable.
Unless otherwise agreed in writing, all services are provided subject to availability, and any quotation is based on the information you supply to us. If the actual circumstances differ from what was described at the time of booking, we may revise the quotation, adjust the scope, or decline to proceed if it is unsafe or impractical. A quotation is valid only for the period stated in it, or if no period is stated, for a reasonable time from issue.
Booking process. A booking is made when you accept our quotation and we confirm the job in writing, electronically, or by another recorded method. Your acceptance confirms that you are authorised to act for all persons with an interest in the goods. You must provide accurate details about the items to be moved or stored, access conditions, dates, packing status, and any special handling needs. The accuracy of this information is essential to any removals service agreement.
We may request photographs, inventories, measurements, or other information before confirming the booking. We may also refuse a booking where the goods are prohibited, hazardous, excessively heavy, inadequately packed, or otherwise unsuitable for our operation. Unless agreed in writing, the service does not include dismantling, reassembly, packing, unpacking, or the movement of items through restricted access such as windows or roofs. If such services are required, they must be agreed before the booking is confirmed.
Access and timing. You must ensure that property access is available on the agreed date and that parking, permits, lifts, and loading arrangements are arranged in advance where needed. Delays caused by lack of access, incomplete instructions, keys not being available, or unexpected restrictions may result in waiting charges or a revised schedule. We will use reasonable efforts to arrive within the estimated time window, but times are estimates only and not guaranteed unless expressly stated otherwise.
Payments. Unless otherwise agreed, payment terms will be stated on the quotation or invoice. We may require a deposit to secure the booking, with the balance payable before the move begins or on completion of the service. For storage, charges are usually payable in advance on a monthly or other agreed basis. If payment is not made when due, we may withhold the service, delay release of goods, charge interest where permitted by law, and recover any reasonable costs incurred in obtaining payment.
All prices are subject to VAT where applicable. Additional charges may apply if the service is extended, the inventory changes, access proves more difficult than described, waiting time is incurred, or specialist equipment is required. Any extras will be charged in accordance with the rates notified to you, or, where no rate has been agreed, at a reasonable rate based on time, labour, materials, and third-party costs. You are responsible for ensuring sufficient funds are available for agreed payments.
We reserve the right to suspend delivery, storage release, or further work if sums remain outstanding. Title to goods is not transferred to us simply because they are in our possession, but we may exercise any lawful rights of lien or retention available to us in respect of unpaid charges. This means we may retain goods until invoices and lawful costs are settled in full, to the extent permitted by applicable law.
Cancellations and rescheduling. If you wish to cancel or change a booking, you must notify us as soon as possible. Cancellation fees may apply depending on how much notice is given and whether costs have already been incurred, such as vehicle allocation, labour, storage preparation, or administrative work. The closer the cancellation is to the scheduled date, the more likely a charge will apply. We will act reasonably when assessing any cancellation or removals booking change.
If we need to cancel or reschedule due to circumstances beyond our control, including adverse weather, road closures, breakdowns, staff unavailability, or safety concerns, we will contact you as soon as reasonably practicable and offer an alternative date or, where appropriate, a refund of charges already paid for services not supplied. We shall not be responsible for indirect losses arising from a cancellation or delay caused by events outside our reasonable control.
You are responsible for ensuring that your goods are ready for collection at the agreed time. If you are not present, or if the goods are not ready, we may treat the service as cancelled or aborted and charge accordingly. Rebooking may be subject to availability and updated pricing. For storage, if you wish to terminate an arrangement, you must give the notice period stated in your storage agreement and settle all outstanding charges before release.
Storage conditions and handling. All goods stored with us remain at your risk except to the extent caused by our negligence or breach of contract. You must ensure that items delivered for storage are clean, dry, and suitably packed for long-term keeping. We are not responsible for deterioration caused by inherent vice, temperature change, humidity, infestation, mould, age, or poor packaging unless directly caused by our failure to take reasonable care. The storage contract applies only to the items received and recorded.
You must not place prohibited items into storage, including flammable substances, explosives, firearms, ammunition, illegal drugs, live animals, perishable food, stolen goods, counterfeit goods, or any item that may damage other property or put people at risk. If prohibited goods are discovered, we may refuse them, remove them, notify the relevant authorities if required, and recover all associated costs. Any declaration you make regarding contents must be complete and accurate.
Where goods are stored for a prolonged period, we may require an updated inventory, proof of identity, or confirmation of ownership before release. We may inspect goods where reasonably necessary for safety, compliance, or preservation of the storage environment, provided we act reasonably and respect privacy. Any release of goods will be subject to payment of outstanding charges, completion of identity checks, and reasonable notice in line with the agreed storage arrangement.
Liability and loss. We will take reasonable care when carrying out removals and storage operations, but our liability is limited in accordance with these terms and applicable law. We are not responsible for loss or damage caused by events outside our control, including but not limited to natural wear and tear, insufficient packing, pre-existing defects, hidden weakness in furniture, or your failure to disclose important information. You should consider suitable insurance for your goods, particularly high-value or fragile items.
Where we are legally responsible for loss or damage, our liability is limited to the reasonable repair or replacement cost of the affected item, taking into account depreciation and any applicable policy limits or agreed valuation terms. We shall not be liable for indirect or consequential losses, including loss of profit, loss of opportunity, loss of business, or emotional distress, except where such exclusion is prohibited by law. Nothing in these removals and storage terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited.
If an item is damaged or missing, you must notify us in writing within a reasonable time after discovery and provide supporting evidence where available, such as photographs, inventory records, or purchase receipts. You must also allow us a fair opportunity to inspect the item and investigate the circumstances before any repair, disposal, or replacement occurs. Failure to do so may affect our ability to assess the claim and may reduce or exclude any remedy available.
Waste regulations and disposal. We operate in accordance with applicable UK waste laws and environmental requirements. We do not remove or dispose of waste unless this is expressly agreed as part of the service and properly documented. If items are to be treated as waste, you must tell us in advance and identify them clearly. We may refuse to transport, handle, or dispose of waste that is unsafe, unclassified, contaminated, or likely to breach environmental or transport rules.
You must not use our service to dispose of items that are subject to special controls unless you have informed us beforehand and we have agreed the method of handling. This includes, for example, electrical items, batteries, paints, oils, chemicals, white goods, tyres, and other regulated materials. Where waste removal is agreed, you remain responsible for the accuracy of your description of the materials and for any charges, permits, or third-party costs arising from lawful disposal.
We may separate reusable items from waste only where agreed or where necessary to comply with law. If we suspect that goods contain hazardous or regulated substances, we may decline to move them, suspend the service, or require you to arrange specialist removal. You agree to indemnify us against any fines, penalties, claims, or costs arising from your failure to disclose waste correctly or from the unlawful deposit of waste in connection with the service.
Customer responsibilities. You must ensure that all items handed over for removals or storage are legally owned by you or that you are authorised to deal with them. You are responsible for disconnecting appliances, draining liquids where required, and preparing goods in a safe and appropriate condition unless we have agreed to do this for you. You must also ensure that fragile items are suitably packed unless a packing service has been agreed in writing.
You are responsible for safeguarding passports, cash, jewellery, documents, and other highly valuable items. Unless expressly included in writing, we do not recommend transporting such items with general household goods. We may decline to accept items of exceptional value unless special arrangements, insurance, and written declarations have been made in advance. You should keep copies of important records relating to the service, including inventories, payment confirmations, and agreed instructions.
You must indemnify us against losses arising from inaccurate information, unlawful instructions, unsafe access, or claims made by third parties with an interest in the goods. If a third party asserts ownership or a legal claim over any item, we may retain the item until the dispute is resolved or until we receive written instructions supported by evidence and acceptable to us. Our duty is to act reasonably and in good faith while protecting the goods and complying with law.
Complaints, force majeure, and general terms. If you are dissatisfied with any aspect of our removals service or storage arrangement, you should notify us promptly so we can investigate and, where appropriate, seek a practical solution. Raising a complaint does not remove your obligation to pay undisputed sums on time. We aim to deal with concerns reasonably and within a fair period, taking account of the nature of the issue and the information available.
We shall not be in breach of contract where performance is prevented or delayed by events beyond our reasonable control, including severe weather, fire, accident, industrial action, epidemics, supply chain disruption, road incidents, or legal restrictions. In such cases, we may postpone performance, adjust the method of delivery, or cancel the service without liability for indirect losses. If a force majeure event continues for an extended period, either party may be entitled to terminate the affected booking on reasonable notice.
These terms may be updated from time to time to reflect changes in law, operational practice, or service structure, provided any changes will not materially affect a booking already confirmed unless required by law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay in enforcing a right shall operate as a waiver of that right unless we agree in writing.
Governing law and jurisdiction. These UK removals and storage terms are governed by the laws of England and Wales, unless another part of the United Kingdom applies by mandatory legal rule to your contract. Any dispute arising from or connected with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If you are contracting as a consumer, nothing in this clause affects your mandatory rights under applicable consumer legislation.
By proceeding with a booking, you confirm that you have read, understood, and accepted these terms and that you are satisfied with the scope, price, and conditions of the service. If there is any conflict between these terms and a specific written agreement, the specific written agreement will prevail to the extent of the conflict. These terms form the full agreement between the parties in relation to the provision of the relevant removals and storage services, unless varied in writing and signed or otherwise agreed by both parties.