Terms and Conditions for Removal Services
These Terms and Conditions set out the basis on which removal services are provided by a professional removal company in Merton and across the surrounding areas. By making a booking, requesting a quotation, or allowing a removals team to carry out work, the customer agrees to be bound by these terms. They are intended to create clarity about the scope of the service, the booking process, payment obligations, cancellation rights, liability limits, waste handling, and the legal framework that applies to the agreement. The purpose of this document is to ensure that both parties understand their responsibilities before, during, and after the move.
In these terms, references to “we”, “us”, and “our” mean the removal company providing the service, and references to “you” or “the customer” mean the person, business, or organisation entering into the agreement. These conditions apply to domestic removals, office removals, furniture moving, packing assistance, loading and unloading, and associated services such as storage handling or disposal support where agreed in writing. Any special instructions, quotations, or variations will only be binding if confirmed by us in writing. If there is any inconsistency between a written quotation and these terms, the written quotation will normally prevail in relation to the specific service quoted.
Nothing in these terms affects your statutory rights as a consumer under UK law. If you are booking on behalf of a business, additional commercial rules may apply, and any consumer-specific protections may not be available. These terms should be read carefully before booking, as they explain how the removal company Merton service operates and what is expected from both sides during the move.
Booking Process
A booking may be made by telephone, email, online enquiry form, or any other method we make available from time to time. When you request a quote, you must provide accurate and complete information about the items to be moved, the access conditions, the collection and delivery addresses, any parking restrictions, the presence of stairs or lifts, and any other relevant details that could affect the service. Our quotation is based on the information supplied at the time and may change if the scope of work differs from what was originally described. A quotation does not become a confirmed booking until we accept it and provide confirmation.
To secure a date, we may require a deposit, advance payment, or written acceptance of the quotation. If the service includes additional labour, packing, storage coordination, or waste removal, these must be agreed before the date of the move wherever possible. The customer is responsible for checking that the booking confirmation accurately reflects the service required. If any detail is incorrect, you should notify us promptly so that amendments can be made. We reserve the right to decline a booking where we consider the job unsafe, unlawful, impractical, or outside our operational capacity.
On the day of the removal, the customer or an authorised representative must be present unless we agree otherwise. If you are using a professional removal service, you must ensure there is reasonable access to the property, that the items are ready for loading, and that all necessary permissions are in place. Delays caused by inaccurate information, blocked access, parking issues, missing keys, or unprepared items may result in additional charges. We may adjust the schedule if conditions at the property differ materially from those described at the time of booking.
Payments and Charges
Charges may be based on an hourly rate, fixed price, item-based estimate, or a combination of these methods. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. The customer must pay in accordance with the payment terms shown on the quotation or invoice. Where a deposit is required, the booking may not be fully secured until the deposit has been received. Any balance due must be paid by the agreed deadline, which may be before completion of the work or immediately after the service has been provided. We reserve the right to withhold the start or completion of the service if payment terms are not met.
Additional charges may apply where the scope of the removal changes after booking, including but not limited to extra items, heavy or awkward goods, long carries, multiple flights of stairs, restricted parking, waiting time, dismantling or reassembly not previously agreed, and out-of-hours attendance. If you request a variation on the day, we may revise the price accordingly. In the event of unpaid invoices, we may charge reasonable recovery costs and any interest allowed by law. Payment disputes must be raised promptly, and you should provide supporting details so that we can investigate the matter in a fair and timely way.
All estimates are provided in good faith based on the information available at the time. However, a removal quote can only remain accurate if the description of the job is accurate. If the actual work is more extensive than described, we may issue an updated charge. The customer agrees that any person paying on their behalf is authorised to do so and that the obligation to pay remains with the customer until the full amount has been received. If your booking forms part of a commercial arrangement, further credit terms may be agreed separately in writing.
Where payment is made by bank transfer, card, or any other approved method, it is your responsibility to ensure funds clear in time. We are not responsible for delays caused by your bank, card provider, or other payment platform. If we agree to accept payment after completion, this is a courtesy and not a waiver of our right to insist on payment in full. The customer must also cover any third-party costs that are agreed in advance, such as parking permits, disposal charges, or storage-related fees arising from the service.
Cancellations and Rescheduling
You may cancel or reschedule a booking by giving us notice in writing or by another method we accept. As the date approaches, the likelihood of us incurring costs increases, and cancellation charges may therefore apply. If you cancel after we have confirmed the booking, we may retain part or all of any deposit to cover administration, diary allocation, staff scheduling, and other reasonable losses. If cancellation occurs at short notice, particularly on the day of the move or after the team has been dispatched, you may be liable for the full or substantial portion of the agreed charge depending on the circumstances.
We understand that circumstances can change, and we will use reasonable efforts to accommodate a new date where operationally possible. However, rescheduling is subject to availability and may involve revised rates if the new date falls within a different pricing period or requires different resources. If a delay or cancellation is caused by events beyond either party’s reasonable control, such as severe weather, road closures, accidents, public emergencies, or a legal restriction, we will discuss a fair alternative arrangement with you. Neither party will be liable for failure to perform where a force majeure event prevents the service from taking place.
Customer Responsibilities
The customer must ensure that all items to be moved are appropriately packed unless packing has been expressly included in the service. Fragile goods, high-value goods, personal documents, jewellery, cash, and items of sentimental or exceptional value should be removed or separately identified in advance. We may refuse to transport items that are dangerous, illegal, unhygienic, or likely to damage other goods. You are also responsible for making sure that appliances are disconnected safely, contents are emptied where required, and that access routes are kept clear. If you fail to provide safe access or adequate preparation, we may suspend the service or charge additional waiting time.
If you ask us to move items that require specialist handling, you must tell us in advance. This includes items such as pianos, safes, large mirrors, antiques, artwork, delicate electronics, or any object with unusual dimensions or weight. The removal team may decline to move an item if it is unsafe to do so, if the building layout poses a risk, or if the item has not been described accurately. The customer confirms that any property or premises where the work is carried out is legally accessible to our team and that any necessary permissions, permits, or consents have been obtained before the service begins.
It is also your responsibility to provide accurate contact details and to ensure someone is available to receive instructions on the day if needed. If we are unable to reach you and cannot proceed, delays may occur and additional charges may be incurred. We will use reasonable care and skill when handling your belongings, but we rely on the customer to provide truthful and complete information about the job. The moving company Merton will not be responsible for avoidable issues caused by incomplete descriptions, hidden access problems, or prohibited items being included in the load.
Liability and Insurance
We will take reasonable care of your possessions during loading, transit, unloading, and any agreed handling process. However, removals involve inherent risks, and our liability is limited to the extent permitted by law. We are not liable for loss or damage caused by items that were inadequately packed by the customer, structural defects in property, inherent vice, pre-existing damage, or circumstances outside our control. We are also not liable for indirect or consequential loss, including loss of profit, loss of use, loss of opportunity, or emotional distress, except where such exclusion is not permitted by law.
If damage is alleged, you must notify us as soon as reasonably practicable and in any event within a reasonable time after discovery. Where appropriate, you should provide photographs, a description of the item, proof of value, and any other relevant evidence. We may inspect the item or arrange for an assessment before accepting liability. Any claim may be reduced where the customer has contributed to the loss by failing to pack properly, by giving incorrect instructions, or by neglecting to disclose special conditions. If we are liable, our responsibility will normally be limited to repair, replacement, or a reasonable monetary value, subject to any contractual cap stated in the quotation or permitted by law.
Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Where goods are transported as part of the service, we may maintain insurance cover appropriate to the nature of the work, but this does not mean that every item is fully insured for its replacement value. Customers requiring enhanced cover should request details before booking and may need to arrange separate insurance if available. The company’s liability remains subject to the evidence provided and the specific terms agreed for the job.
Waste Regulations and Disposal
Where waste collection, clearance, or disposal forms part of the service, both parties must comply with UK waste law and environmental requirements. We will only remove waste that has been agreed in advance and that we are legally able to transport or dispose of. Waste may include furniture, packaging materials, appliances, household items, office contents, or other unwanted items. The customer must not ask us to dispose of hazardous, clinical, chemical, or illegal waste unless we have expressly confirmed in writing that we are licensed and equipped to handle it. Any items that are not suitable for standard disposal may be refused.
The customer remains responsible for declaring the nature of any waste truthfully. If waste is mixed with recyclable materials, electrical goods, or restricted items, additional sorting or specialist disposal costs may apply. We will comply with duty-of-care requirements and may record transfer details where necessary. You acknowledge that certain materials must be taken to authorised facilities and that documentation may be required for commercial or regulated waste. If you present items for disposal that later prove to be prohibited or misdescribed, you may be liable for any resulting costs, penalties, or delays caused by incorrect information.
We reserve the right to reject any load or item that would place us in breach of applicable waste regulations. Customers must not include asbestos, solvents, oils, pressurised containers, medical waste, contaminated materials, or similar hazardous substances unless specifically authorised in writing and handled under lawful procedures. In all cases, waste removal is provided subject to applicable environmental rules, transport obligations, and site restrictions. The customer agrees to cooperate with any lawful request for additional information needed to process the waste correctly.
Changes, Delays, and Force Majeure
We will use reasonable efforts to complete the service on the agreed date and within any estimated timescale, but all times are approximate unless expressly guaranteed. Delays may occur due to traffic, weather, access issues, vehicle breakdown, staff sickness, or conditions at the property. If a delay occurs, we will seek to keep you informed and may revise timings reasonably. We are not liable for delay caused by matters outside our control, and any schedules given should be treated as indicative rather than fixed unless a specific service level has been agreed in writing.
We may suspend or terminate the service if the customer acts abusively, fails to pay, provides unlawful instructions, or creates an unsafe working environment. If the service is terminated due to customer conduct or breach, the customer may still be charged for work already undertaken and any reasonable losses incurred. If we need to make a material change to the service because of safety, legal, or practical reasons, we will explain the reason where possible and attempt to offer an alternative. No waiver of any term shall be effective unless set out in writing.
Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with the service, the quotation, the booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. A failure by us to enforce any right under these terms does not mean that right has been waived.
By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms. This agreement reflects the normal framework for a UK removal service and is intended to support a fair, transparent, and professional relationship between the customer and the company. If any special requirement is important to your move, it should be agreed before the work begins so that the service can be delivered efficiently and safely.