Terms and Conditions for a Removal Company in Merton
These Terms and Conditions set out the basis on which our removal company provides domestic and commercial moving services, including packing support, loading, transport, unloading, and related optional services. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear, fair, and lawful agreement between the removal company and the customer. These terms apply to all removal services arranged in the United Kingdom and should be read carefully before confirming a booking.
In these terms, references to “we”, “us”, and “our” mean the removal company, and references to “you” or “the customer” mean the person or business requesting the service. The exact scope of each move may vary, but the same core conditions apply whether the service is a full house removal, partial relocation, office move, furniture transport, or a smaller item collection. Any special instructions, access restrictions, or service-specific requirements must be disclosed at the time of booking so we can assess the job properly.
These terms are intended to complement, not replace, any written quotation, inventory list, or service schedule issued before the move date. If there is any inconsistency between a quotation and these terms, the more specific written document will generally prevail for the relevant point, unless prohibited by law. The customer is responsible for ensuring that all information supplied during the booking process is accurate and complete, as this affects pricing, timing, staffing, vehicle choice, and the safe completion of the move.
Booking Process
A booking with our removal company in Merton is only confirmed once we have accepted the request and, where required, received any deposit or advance payment specified in the quotation. Bookings may be made by phone, email, online form, or other approved methods. When requesting a booking, you must provide full and accurate details, including the collection and delivery addresses, access conditions, item descriptions, floors, parking limitations, and any items requiring dismantling, lifting equipment, or specialist handling.
Once we receive your booking request, we may issue a provisional quotation based on the information supplied. Provisional quotations are estimates only and may be revised if the customer later provides additional information or if the circumstances on the day differ from those originally described. Confirmation of the booking is subject to our availability, the suitability of the job, compliance with legal and safety requirements, and acceptance of these terms. We reserve the right to refuse or cancel a booking where the requested service cannot be safely or lawfully provided.
It is the customer’s responsibility to ensure that the access arrangements at both properties are suitable for the agreed service. This includes providing parking permissions, lift access details, security codes where needed, and any other information that may affect the move. If delays or additional costs arise because access was obstructed, because key collection was delayed, or because the customer failed to supply relevant details, we may charge extra waiting time or amend the service accordingly.
Payments and Pricing
Our pricing may be based on a fixed fee, hourly rate, minimum charge, or a combination of these, depending on the nature of the removal service. Unless expressly stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. A quotation may include labour, vehicle use, fuel, and standard equipment, but it may not include parking fees, congestion charges, tolls, specialist packaging materials, waste disposal fees, or other third-party expenses unless clearly stated.
Payment terms will be shown in the quotation or booking confirmation. We may require a deposit to secure the booking, with the balance due before, during, or immediately after completion of the service. If payment is made by card, bank transfer, or other approved method, you must ensure that funds are available and that payment instructions are accurate. We may suspend or refuse work if a payment due has not been made in line with the agreed terms.
Any additional charges arising from changes to the agreed scope of work will be payable by the customer. These may include extra hours, additional staff, repeat trips, carrying items over longer distances, access difficulties, waiting time, late amendments, or handling items not declared in the original booking. If the move takes longer or requires more resources because of inaccurate information supplied by the customer, the revised charge will reflect the extra time and materials reasonably required.
Cancellations, Rescheduling, and Delays
The customer may cancel or reschedule a booking by giving notice in writing or by an approved communication method before the move date. Cancellation charges may apply depending on how much notice is given and whether costs have already been incurred. If cancellation takes place at short notice, including on the day of the booking, we may retain the deposit or charge a proportion of the quoted fee to cover reserved labour, vehicle allocation, and lost business opportunities.
If you wish to change the date, time, or scope of the service, we will try to accommodate the request, but any amendment remains subject to availability and may affect the price. We are not responsible for delays caused by traffic, weather, road closures, mechanical issues, or events outside our reasonable control. Where a delay occurs, we will act reasonably and communicate the revised timing where possible. However, we are not liable for indirect losses caused solely by such delays.
If the customer is not ready on the agreed day and time, or if access is unavailable, the team may have to wait, reschedule, or leave the site. In such cases, additional charges may apply. If the customer fails to attend, provide access, or confirm the move after reasonable attempts by us, the booking may be treated as cancelled by the customer and cancellation fees may be charged. We recommend that all instructions, keys, and permissions are arranged in advance to avoid unnecessary disruption.
Liability and Service Standards
We will perform removal services with reasonable care and skill, using suitable equipment and trained personnel. However, the customer must prepare items adequately for transport unless we have agreed in writing to provide packing services. We are not responsible for damage arising from pre-existing defects, poor packing by the customer, inherent fragility, overloading of boxes, or the movement of items that were not fit for transport. The customer should ensure that fragile or valuable items are declared before the move begins.
Our liability for loss or damage is limited to direct loss that is proven to have been caused by our negligence or breach of contract, and only where such liability cannot lawfully be excluded. We are not liable for indirect, consequential, or economic losses such as loss of profit, business interruption, missed deadlines, or emotional distress. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
If you wish to make a claim for damage, loss, or missing items, you must notify us as soon as reasonably possible and, in any event, within a reasonable time after completion of the service. Claims should include enough detail to allow us to investigate properly, including photographs where available and a description of the affected items. We may request inspection of the goods or packaging before any remedy is agreed.
Waste Regulations and Disposal
Where our removal services include disposal or clearance of unwanted items, the customer must ensure that all materials handed over for removal are lawful to collect and dispose of. We comply with relevant UK waste regulations and may only transport waste to authorised facilities or licensed operators where required. The customer must not ask us to remove hazardous, illegal, or restricted waste unless we have expressly agreed in writing and confirmed that we are authorised to do so.
The customer remains responsible for declaring any items that may contain hazardous materials, chemicals, batteries, gas canisters, asbestos, paints, oils, clinical waste, or electrical goods requiring special handling. If undeclared restricted waste is discovered, we may refuse to remove it, suspend the service, or charge additional fees for safe handling and lawful disposal. We may also require the customer to retain responsibility for the item if it cannot be transported legally.
By using our service, the customer confirms that any waste handed over belongs to them or that they have authority to arrange its disposal. We may provide a record of disposal or transfer where appropriate, but the customer should retain any necessary documentation for their own records. The customer accepts that waste regulations may require separation, sorting, or different disposal routes for different materials, and pricing may reflect those obligations.
Customer Responsibilities
The customer must ensure that all items are ready for removal at the agreed time, that personal possessions are secured, and that any items not intended for transport are clearly separated. It is also the customer’s responsibility to disconnect appliances safely where required, defrost refrigeration units if relevant, and remove water, fuel, or hazardous contents from items before collection unless we have agreed otherwise. We are not responsible for damage caused by items that were not prepared appropriately.
The customer must obtain any necessary permissions from landlords, building managers, neighbours, local authorities, or freeholders where access, parking, lifts, or common areas are involved. We may ask for evidence of such permissions if needed to complete the service safely and lawfully. If we are unable to park, access, or use agreed routes because permission was not arranged, any resulting delay or extra cost may be charged to the customer.
Any instructions given to our staff on the day should be clear and consistent with the booking details. Where the customer or their representative is absent, we may rely on the written instructions already provided. We are not responsible for misunderstandings caused by inconsistent instructions, incomplete inventories, or changes made at short notice without our agreement.
Insurance, Complaints, and Force Majeure
We may hold appropriate insurance cover for the services we provide, but the existence of insurance does not extend our liability beyond what is stated in these terms. Customers who have valuable items should consider their own insurance arrangements and check whether their contents policy provides cover during transit. Any external insurance claims may require prompt reporting and supporting evidence, and the customer remains responsible for fulfilling any policy conditions that apply to them.
If you are dissatisfied with any aspect of the service, you should raise the issue promptly so it can be reviewed while the relevant facts remain available. We aim to handle concerns fairly and in good faith. A complaint does not relieve the customer of the obligation to pay any undisputed amounts due under the booking, provided the service was delivered in whole or in part.
We shall not be in breach of contract or otherwise liable for delay or failure to perform where caused by events outside our reasonable control, including severe weather, accidents, industrial action, government restrictions, road closures, fire, flood, pandemics, or interruptions to power or communications. If such an event occurs, we may suspend, rearrange, or cancel the booking without liability for consequential losses, though we will act reasonably in seeking a practical solution.
General Legal Terms
These terms form the entire agreement between the parties for the removal service, except where expressly varied in writing. No waiver of any term shall be effective unless confirmed by us in writing, and any failure to enforce a right on one occasion does not prevent us from enforcing it later. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force to the extent permitted by law.
We may assign or subcontract any part of the service to suitably qualified third parties where necessary to complete the job efficiently and safely. However, we will remain responsible for the service as agreed, subject to the limits set out in these terms. The customer may not transfer their rights or obligations under the booking without our prior written consent.
The headings in these terms are provided for convenience only and do not affect interpretation. Any reference to written notice includes email or other recorded electronic communication unless stated otherwise. Where these terms use the singular, the plural may also apply, and vice versa, according to the context.
Governing Law
These terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the law of England and Wales. Both parties agree that the courts of England and Wales shall have exclusive jurisdiction, unless the law requires otherwise. This applies to all bookings and services supplied under these terms, regardless of the collection or delivery location within the United Kingdom.
By confirming a booking, the customer acknowledges that they have read, understood, and agreed to these service terms and that they have the authority to enter into the agreement on behalf of all relevant occupiers or owners, where applicable. These terms are intended to support transparent and lawful service provision and to reduce misunderstandings during the moving process.
Removal Company Terms and Conditions may be updated from time to time to reflect legal, operational, or service changes. The version in force at the time of booking will normally apply to that booking, unless a later version is expressly agreed in writing. Customers are encouraged to review the applicable terms before confirming any removals or related service request.