UK Service Terms and Conditions for Movers

These terms and conditions set out the basis on which our moving services are provided in the UK. By making a booking, you agree to these conditions, which apply to domestic moves, office relocations, furniture transport, and related removal services unless we agree otherwise in writing. For the purposes of these terms, references to ???we??�, ???us??�, and ???our??� mean the moving company providing the service, and references to ???you??� and ???your??� mean the customer or the person making the booking on behalf of the customer. These terms are intended to be clear, fair, and practical, so that both parties understand their responsibilities before the removal begins.

Our service may include packing, loading, transport, unloading, and where agreed, the supply of packing materials or storage arrangements. The exact scope of work will be confirmed during the booking process or in a written quotation. Any additional work requested on the day may be accepted at our discretion and may be subject to extra charges. If there is any conflict between these terms and a written service agreement, the written agreement will prevail to the extent of that conflict.

Booking confirmations are only considered final once we have received the required information and accepted the job. It is your responsibility to provide accurate details about access, inventory, parking restrictions, lifting requirements, fragile items, and any other factor that could affect the move. If important information is missing or incorrect, we may revise the price, adjust the timetable, or in some cases refuse to proceed if the service cannot be performed safely or lawfully. We encourage customers to check all booking details carefully before confirming.

1. Booking Process

To arrange a move, you must request a quotation and provide a reasonable description of the items to be moved, the collection and delivery addresses, the desired date, and any special requirements. Quotes may be based on an online form, a survey, photographs, a video assessment, or an in-person visit. Any quotation is usually based on the information supplied at the time and may change if the actual job differs materially from the description given. A quote does not create a binding booking until we confirm acceptance.

Once we accept your booking, we may issue a confirmation that includes the date, estimated arrival window, service level, and agreed price or pricing basis. It is your responsibility to review this confirmation immediately and tell us promptly if anything appears incorrect. Verbal promises are not binding unless they are confirmed in writing by us. If the move is scheduled during busy periods, we may require a deposit to secure the slot.

We reserve the right to decline or reschedule a booking where the required information is incomplete, the property is unsafe, access is inadequate, or the items exceed the capacity of the service requested. If a customer acts dishonestly, withholds relevant details, or requests unlawful transport, we may cancel the job and retain any applicable charges already incurred. We also reserve the right to assign subcontractors or substitute vehicles where needed, provided the service standard is maintained.

2. Payments and Charges

Unless otherwise agreed, payment terms will be stated in the quotation or booking confirmation. We may require a deposit, part-payment in advance, or full payment before unloading or completion of the service. Payments may be accepted by bank transfer, card, or another approved method. Where payment is due on the day of the move, it must be made immediately upon request or upon completion, depending on the agreed arrangement. Failure to pay on time may result in the suspension of services, storage of goods at your expense, or legal recovery action.

Our prices are usually based on the services confirmed in advance and may include labour, vehicle use, fuel, mileage, and basic equipment. Additional charges may apply for waiting time, difficult access, additional floors, long carries, extra packaging, dismantling or reassembly, overnight storage, congestion in loading areas, or items not declared at booking. Any chargeable extras will be explained where practical and may be invoiced after the move if discovered on the day. Prices are exclusive of VAT unless otherwise stated.

If the job is delayed because of factors outside our control, such as access problems, traffic disruption, or late readiness of the property, we may charge for reasonable waiting time or rearrangement costs. We may also charge for abortive attendance if we arrive and cannot complete the service due to your failure to provide access or due to missing information that should have been disclosed in advance. All sums are payable in pounds sterling unless we state otherwise.

3. Cancellations, Amendments, and Delays

You may cancel or amend a booking, but the amount payable may depend on how much notice is given. If you cancel well in advance, any deposit may be refundable or partly refundable, depending on the booking terms. If you cancel close to the scheduled date, especially after we have reserved vehicles, labour, or storage capacity, cancellation fees may apply. The closer the cancellation is to the move date, the higher the likely charge because we may be unable to reallocate the resources.

Where a booking is amended, we will try to accommodate the change, but a revised quote may be issued if the scope of work, distance, timing, or property access has changed. Moving service terms do not guarantee availability of a new date unless we confirm it. If you request a postponement, we will treat it as an amendment rather than a cancellation, unless the revised date cannot be agreed.

We may need to delay, suspend, or reschedule the service because of events outside our reasonable control, including severe weather, road closures, vehicle breakdown, staff illness, accidents, police restrictions, or other operational issues. In such cases, we will use reasonable efforts to notify you and arrange an alternative date or time. We will not be responsible for losses caused by unavoidable delay, provided we have taken reasonable steps to minimise disruption. If you fail to be ready at the agreed time, we may treat the job as delayed by you and charge accordingly.

4. Liability, Care of Goods, and Insurance

We will take reasonable care when handling your items, but moving services involve inherent risks. Unless a higher level of protection has been expressly agreed in writing, you remain responsible for arranging suitable insurance for items of particular value, fragility, or sentimental importance. Our liability is limited to loss or damage caused by our negligence, breach of contract, or wilful misconduct, and only to the extent permitted by law.

We are not responsible for pre-existing damage, wear and tear, hidden defects, poor packaging supplied by you, or damage caused by items that were not properly declared as fragile, unstable, hazardous, or exceptionally heavy. Where you pack the goods yourself, we are not liable for damage resulting from insufficient packing or incorrect labelling. If we pack items using materials supplied by us, we will take reasonable care, but delicate contents should still be disclosed and handled in accordance with their nature.

You must ensure that all items are suitable for transport and that drawers, doors, lids, cords, and loose components are secured where necessary. Valuable documents, cash, jewellery, keys, passports, and similar personal items should not be included in general removals unless agreed in advance. Where you ask us to move an item that is especially valuable or fragile, you should notify us before the move so that appropriate precautions can be considered.

5. Customer Responsibilities

You are responsible for ensuring that the collection and delivery properties are accessible, safe, and ready for the move at the agreed time. This includes arranging parking permissions, lift access, entry codes, and any permissions required from landlords, managing agents, neighbours, or other third parties. If access is blocked or restricted, we may refuse to continue until the issue is resolved or may charge waiting time and related costs.

You must disclose any items that may require special handling, including pianos, safes, antiques, oversized appliances, aquarium equipment, or other bulky goods. Failure to disclose such items may result in revised charges or refusal to move the item if doing so would create risk to people or property. If we agree to move heavy items, this does not mean we accept responsibility for structural damage caused by unsafe premises or hidden defects.

6. Waste, Disposal, and Environmental Regulations

Our service may include the removal of unwanted items, packaging, or household waste only where this has been expressly agreed in advance. Any waste handling will be carried out in accordance with applicable UK waste regulations, environmental duties, and local disposal requirements. We will not remove or dispose of waste unless we are satisfied that the items may be handled lawfully and that the relevant arrangements are in place. Customers must not ask us to dispose of controlled, hazardous, or prohibited materials unless this has been expressly agreed and lawfully arranged.

You are responsible for declaring whether any items include batteries, electrical goods, paint, solvents, chemicals, gas cylinders, asbestos-containing materials, clinical waste, or other regulated substances. We may refuse to transport or dispose of items that are unsafe, prohibited, or not suitable for ordinary removals. Where waste disposal is agreed, charges may apply for sorting, loading, transfer, recycling, tipping fees, or compliance-related costs.

If we encounter contaminated, unlawful, or unlabelled waste during the move, we may isolate the items, refuse to handle them, or arrange specialist disposal if legally permitted and commercially feasible. Customers remain responsible for ensuring that waste is accurately described and lawfully presented. The misuse of our vehicles or services for unlawful dumping, fly-tipping, or concealment of prohibited items is strictly forbidden and may result in immediate termination of the service and notification to the appropriate authorities where required.

7. Goods in Transit, Storage, and Risk Transfer

Risk in the goods usually transfers to you when the items are delivered, unless otherwise agreed in writing. If goods are placed into temporary storage, the storage terms will apply in addition to these terms and conditions. Items held in storage may be subject to separate charges, access restrictions, and insurance conditions. We may decline to store items that are hazardous, perishable, or unsuitable for storage.

Where unloading is delayed because the delivery property is not ready, or because no one is available to receive the goods, we may keep the items on the vehicle, transfer them to storage, or return at a later time if practical. Additional charges may apply for redelivery, return transport, or storage. If we are unable to complete the delivery after reasonable efforts, the goods may be held at your expense until further instructions are received.

We will not be liable for indirect or consequential losses, including loss of profit, missed appointments, business interruption, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

8. Complaints, Notices, and General Provisions

If you believe something has gone wrong, you should notify us as soon as reasonably possible and provide sufficient detail to allow the matter to be reviewed. We may request photographs, item descriptions, and other relevant evidence. Any claim for damage should be raised promptly after discovery, as delays may make it harder to investigate the issue fairly. This does not affect your statutory rights where applicable.

We may update these terms from time to time. The version in force on the date of your booking will normally apply unless a later version is agreed in writing. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising a right will operate as a waiver of that right.

Governing law: These terms and any dispute arising from them are governed by the laws of England and Wales, unless we state otherwise in writing. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory law requires another forum. By using our service, you confirm that you have read, understood, and accepted these terms and conditions for movers in the UK.