Service Terms and Conditions for Removals and Storage

These Terms and Conditions set out the basis on which we provide domestic and commercial removal and storage 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 placing a booking.

Definitions

In these Terms and Conditions, the following words have the meanings set out below.

Company means the removal and storage service provider supplying the services under these Terms and Conditions.

Customer means the person, firm or organisation that requests or agrees to purchase the services from the Company.

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

Goods means the items and possessions which are the subject of the Services.

Premises means the collection address, delivery address, storage facility or any other property where the Services are to be carried out.

Contract means the legally binding agreement between the Company and the Customer for the provision of the Services, incorporating these Terms and Conditions.

Scope of Services

The Company provides removals, packing, and storage services primarily within the United Kingdom, including the loading, transportation and unloading of Goods, and, where agreed, the provision of packing materials and storage facilities.

The exact scope of the Services, including the addresses, dates, times, volume of Goods, access conditions, and any special requirements, will be set out in the quotation or booking confirmation provided to the Customer.

The Company will use reasonable care and skill in providing the Services in accordance with the Contract. The Company may use its own employees or suitably qualified subcontractors to carry out part or all of the Services.

Quotations and Booking Process

All quotations are based on the information supplied by the Customer, including but not limited to property size, list of Goods, access details, distance, and required dates. Quotations may be provided following an in-person survey, a virtual survey, or from information supplied by the Customer.

Unless stated otherwise, quotations are exclusive of any charges for customs duties, parking suspensions, tolls, congestion charges, ferry fees, storage access fees, or additional services not expressly included in the quotation.

A quotation does not constitute a binding offer and may be withdrawn or revised by the Company at any time before acceptance. The Contract is formed only when the Customer accepts the quotation in writing or by other agreed means, and the Company issues a booking confirmation.

The Customer must ensure that all information provided for the quotation and booking is complete and accurate. The Company reserves the right to amend the quotation or make additional charges if the information supplied by the Customer is incomplete, inaccurate, or changes before or during the performance of the Services.

Bookings are subject to availability. The Company is not obliged to accept a booking and may decline or propose alternative dates or arrangements.

Customer Responsibilities

The Customer is responsible for preparing the Premises and the Goods for removal and storage unless otherwise agreed as part of a packing service. This includes safely packing and labelling Goods, disconnecting appliances, and securing any items that require special handling.

The Customer must ensure that the Company and its personnel have suitable access to the Premises at the agreed times, including appropriate parking arrangements, lifts, stairways, and clear access routes. Any restrictions or special access conditions must be disclosed in advance.

The Customer must obtain all necessary permissions, permits, and approvals from landlords, local authorities, building management, or any other relevant parties required to carry out the Services, including loading and unloading.

The Customer must not submit for removal or storage any Goods that are prohibited, unsafe, illegal, or hazardous, including but not limited to explosives, flammable or corrosive substances, perishable foodstuffs, live animals, plants, or any item that is illegal to possess or transport in the United Kingdom.

Payments and Charges

All prices and charges are stated in pounds sterling unless otherwise agreed. The Company will provide a quotation specifying the applicable charges for the Services.

Unless agreed otherwise in writing, a deposit may be required to secure a booking, with the balance payable prior to or on the day of the move or commencement of storage. Storage fees are generally payable in advance on a weekly or monthly basis, as set out in the quotation or booking confirmation.

Payment methods and due dates will be specified in the quotation or booking confirmation. The Customer is responsible for ensuring that payments are made in full and on time. The Company reserves the right to charge interest on overdue amounts at the statutory rate and to suspend or withhold Services until outstanding payments are settled.

If the scope of the Services changes or additional work is requested by the Customer, the Company may apply additional charges. This may include, without limitation, waiting time, additional packing, dismantling or reassembly, long carries due to distant parking, or handling of items not disclosed at the quotation stage.

Cancellations and Postponements

If the Customer wishes to cancel or postpone a booking, written notice must be provided to the Company as soon as reasonably possible.

The Company may apply cancellation or postponement charges based on the timing of the Customer’s notice relative to the agreed moving or service date. These charges will be set out in the quotation or booking confirmation or otherwise communicated to the Customer. As a general guideline, higher charges may apply where cancellation or postponement occurs closer to the booked date.

The Company reserves the right to cancel or postpone the Services if the Customer fails to pay any required deposit or balance when due, if access to the Premises is unsafe or severely restricted, or if the performance of the Services is prevented or significantly hindered by events beyond the Company’s reasonable control, such as severe weather, accidents, road closures, or industrial action.

In the event that the Company cancels or postpones the Services for reasons within its reasonable control, the Customer will be entitled to a refund of any pre-paid charges for Services not yet provided, but will not be entitled to any further compensation, except as required by law.

Storage Terms

Where the Services include storage of Goods, the Company will store the Goods in a storage facility it selects, using reasonable care to protect the Goods in the ordinary course of business.

Goods in storage will remain under the Customer’s ownership. The Customer is responsible for ensuring that all storage fees are paid in full and on time. If storage fees are not paid, the Company reserves its legal rights in respect of the Goods, which may include a lien over the Goods and the right to sell or dispose of them to recover outstanding amounts, following reasonable notice to the Customer where legally required.

The Customer must not store any prohibited or hazardous items. The Company may refuse to accept, or may remove, any Goods it reasonably believes to be unsafe, illegal, or in breach of these Terms and Conditions.

Access to stored Goods may be available by prior arrangement and may be subject to additional fees. The Customer must provide adequate notice for access requests and comply with all site rules and security requirements.

Liability and Insurance

The Company will exercise reasonable care and skill in handling and transporting the Goods. However, the Company’s liability for loss of or damage to Goods is subject to the limitations set out in this section.

Unless otherwise agreed in writing, the Company’s liability for loss of or damage to Goods, howsoever arising, will be limited to a fixed amount per item or per consignment, or another limit specified in the quotation or booking confirmation. The Customer is responsible for arranging adequate insurance cover for the full value of the Goods if the standard liability limits are insufficient for their needs.

The Company will not be liable for any loss, damage, or delay arising from circumstances beyond its reasonable control, including but not limited to acts of God, adverse weather, war, civil unrest, terrorism, industrial disputes, road closures, or compliance with any law or governmental order.

The Company will not be liable for loss of or damage to Goods that are fragile or inherently defective, items packed by the Customer in unsuitable containers, or Goods that are already damaged or in poor condition before handling. The Customer is advised to identify and highlight any particularly fragile, high-value, or delicate items prior to the move.

The Company will not be liable for indirect or consequential loss, including loss of profit, loss of enjoyment, or loss of opportunity, except where such limitation is not permitted by law.

Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by applicable law.

Claims Procedure

If the Customer believes that loss of or damage to Goods has occurred, the Customer must notify the Company as soon as reasonably practicable, providing reasonable details of the incident and the Goods affected.

Any visible loss or damage should, where possible, be noted at the time of delivery or completion of the Services. Written notice of any claim should be given to the Company within a reasonable period after the Customer becomes aware of the loss or damage.

The Customer must allow the Company a reasonable opportunity to inspect any alleged damage and must retain any damaged items and packaging for inspection. The Customer must also provide any documentation or evidence reasonably requested by the Company to assess the claim.

Waste and Environmental Regulations

The Company operates in compliance with relevant UK waste and environmental regulations. The Services do not normally include disposal of waste, unwanted items, or hazardous materials, unless specifically agreed as part of a clearance or disposal service.

The Customer is responsible for informing the Company in advance if any items are to be disposed of or treated as waste. The Company reserves the right to refuse to remove or dispose of any item that it reasonably believes to be hazardous, illegal, or unsuitable for removal or disposal under applicable regulations.

Where the Company agrees to remove waste or unwanted items, such services may attract additional charges. The Company will use appropriate disposal routes and may use licensed waste carriers in accordance with legal requirements.

The Customer must not request or permit the Company’s staff or subcontractors to dispose of items unlawfully, for example by fly-tipping or using unauthorised sites. The Company may cease work and report any such requests where required by law.

Access, Parking and Property Protection

The Customer is responsible for arranging suitable parking for the Company’s vehicles at all relevant Premises. This may include obtaining permits, suspensions, or authorisations where required. Any fines, penalties, or charges arising from insufficient parking arrangements may be charged to the Customer.

The Company will take reasonable care to protect floors, walls, and fixtures during the performance of the Services where practicable. However, the Customer should take steps to protect particularly vulnerable surfaces or items and should inform the Company of any particular concerns before work begins.

The Company is not responsible for damage arising from the movement of Goods through limited or awkward access points where the Customer has requested or agreed that the Company should proceed despite advice that damage may occur.

Right to Subcontract

The Company may subcontract all or part of the Services to reliable third parties. Where the Company does so, it will remain responsible to the Customer for the performance of the Services, subject to these Terms and Conditions.

Privacy and Data Protection

The Company will collect and process personal data about the Customer and, where relevant, their representatives for the purposes of providing the Services, administering the Contract, and complying with legal obligations. The Company will handle personal data in accordance with applicable UK data protection laws.

Personal data will be retained only for as long as necessary for the purposes for which it was collected or as required by law. The Customer may have certain rights in relation to their personal data, including rights of access, correction, and, in some circumstances, erasure or restriction, subject to legal conditions.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, are governed by and construed in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Contract, except that if the Customer is a consumer resident in another part of the United Kingdom, they may have the right to bring proceedings in their local courts.

General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision will be deemed deleted, and the remaining provisions will continue in full force and effect.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

The Contract is between the Company and the Customer. No other person shall have any rights to enforce any of its terms.

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time the Customer’s booking is confirmed will apply to that Contract unless otherwise agreed in writing.