Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which we provide removal services, including home moves, office relocations, furniture transport, and related handling tasks. By making a booking, the customer agrees to these terms in full. They are designed to clarify the booking process, payment expectations, cancellation rights, liability limits, waste-handling requirements, and the legal rules that apply to the service. For the avoidance of doubt, these terms apply to all Removal Companies Greenwich services supplied under a separate quotation, order confirmation, or written agreement.

These terms are written for a UK service context and should be read carefully before confirming any move. They are intended to be fair, transparent, and practical, while protecting both the customer and the provider. In particular, they explain what information is required at the time of booking, how charges may change if the job differs from the original description, and what happens where access, timing, or item condition affects the work.

If any part of these terms is unclear, the customer should ask for clarification before the service date. A booking will only be treated as accepted once we have confirmed the details and, where required, received the relevant deposit or payment. By proceeding, the customer confirms that they have authority to book the service and that the information provided is accurate and complete.

1. Booking Process

Bookings for removal company Greenwich services may be made by email, written request, quotation acceptance, or another agreed method. The customer must provide accurate details about the collection and delivery addresses, access conditions, dates, item volumes, specialist items, parking arrangements, and any relevant restrictions. The quotation is based on the information supplied at the time of booking and may be revised if the actual job differs from the description.

Once a quotation is accepted, the customer may receive a booking confirmation setting out the planned date, estimated arrival window, service scope, and any agreed charges. The booking is not guaranteed until confirmed by us. We reserve the right to refuse or cancel a booking where the information provided is incomplete, misleading, or materially changes before the move date. In some cases, additional surveys or photographs may be requested to assess the job properly.

The customer must ensure that all relevant decision-makers agree to the booking terms before the service begins. Where the move involves landlords, managing agents, building management, or third-party carriers, the customer remains responsible for obtaining any permissions, permits, lift reservations, or access authorisations needed for completion. Failure to secure such arrangements may cause delay, additional charges, or rescheduling.

2. Payment Terms

Payment terms will be confirmed in the quotation or booking confirmation. Unless otherwise agreed in writing, payment may be required by bank transfer, debit or credit card, or another approved method. Some bookings may require a deposit to secure the date, with the balance due before, on, or shortly after completion, depending on the nature of the work and the agreed terms. Time-based services may be charged by hour, by vehicle, by volume, or by a fixed rate.

The customer must pay all agreed charges in full, including any applicable waiting time, congestion delays, parking costs, tolls, storage fees, disposal charges, or extra labour caused by matters outside our control or by inaccurate booking information. If the scope of work changes on the day of the move, we may issue an updated charge reflecting the additional work. Where items are added, access is more difficult than described, or the service runs significantly longer than expected, extra fees may apply.

All prices, unless stated otherwise, are quoted in pounds sterling and may be subject to VAT where applicable. Invoices must be paid by the due date specified. Late payment may result in interest, administration charges, or recovery action where permitted by law. We may suspend further work, retain goods where lawful, or decline future bookings until overdue amounts are settled.

3. Cancellations, Postponements, and Changes

Customers may request cancellation or rescheduling of a booking, but notice must be given as early as possible. Cancellations made within a reasonable period before the booked date may not attract a charge, depending on the amount of planning already completed. However, where a deposit has been paid, it may be non-refundable in whole or in part if staff, transport, or third-party resources have already been reserved.

If cancellation is made at short notice, if access is refused on arrival, or if the customer is not ready for the move, we may charge a cancellation fee or the full minimum charge. This reflects time lost, travel incurred, and any costs already committed. We may also cancel or postpone a booking without liability where the service cannot safely proceed due to circumstances beyond our control, including severe weather, road closures, vehicle breakdown, illness, or legal restrictions.

The customer must notify us promptly of any change in the items to be moved, the addresses involved, or the timing of the work. Material changes may require a revised quotation. If a booking is postponed by mutual agreement, the original deposit may be transferred to a new date at our discretion, subject to availability and confirmation. A booking is only altered when the change has been acknowledged in writing or by another agreed record.

4. Service Standards and Customer Responsibilities

We will use reasonable care and skill when carrying out removals Greenwich work. Our staff will handle items in a professional manner, taking account of normal moving risks, access limitations, and the condition of the property. The customer must ensure that items are suitably packed unless packing has been included in the service. Fragile goods, loose fittings, plant pots, mirrors, and items with hidden defects should be clearly identified in advance.

The customer is responsible for preparing the premises, including arranging parking where necessary, clearing access routes, disconnecting utilities if required, and ensuring that items to remain are separated from items to be moved or disposed of. We are not responsible for packing content left by the customer unless we have expressly agreed to do so. The customer should also remove cash, documents, jewellery, medicines, and other high-value or sensitive items unless specifically accepted in writing.

Where the service includes dismantling, reassembly, or handling of specialist objects, we will only undertake work that is reasonably safe and within the agreed scope. Some items may require specialist handling, such as pianos, safes, antiques, IT equipment, or oversized furniture. If such items are not declared in advance, we may refuse to move them or charge additional fees. We may also decline to move items that are unsafe, illegally held, or improperly packaged.

5. Liability and Claims

Our liability for loss or damage is limited to what is caused by our negligence, breach of contract, or failure to exercise reasonable care and skill. We are not liable for pre-existing damage, wear and tear, poor packing by the customer, ordinary breakage of fragile items, or damage caused by circumstances outside our control. We are also not liable for indirect or consequential losses such as loss of earnings, missed deadlines, lost profits, or emotional distress, except where such exclusion is not permitted by law.

If damage or loss is discovered, the customer must notify us as soon as reasonably possible and in any event within a reasonable time after completion. Where goods are collected or stored temporarily, any claim must be supported by photographs, a description of the item, proof of value where relevant, and a clear explanation of the issue. We may inspect the goods, packaging, access route, and handling arrangements before deciding whether liability applies.

Where we accept responsibility, our remedy may be limited to repair, replacement, or reasonable compensation based on the item’s age, condition, and market value. The customer must take reasonable steps to prevent loss or further damage, including following any advice given by our staff. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

6. Waste Removal and Environmental Compliance

Where the booking includes waste collection, rubbish clearance, or disposal services, the customer must accurately describe the nature of the waste in advance. We only handle waste that we are legally permitted to collect, transport, and dispose of. The customer confirms that they are entitled to transfer the waste to us and that it does not include prohibited, hazardous, or misleadingly described material. This includes, by way of example, asbestos, chemicals, clinical waste, pressurised containers, gas cylinders, and certain electrical or contaminated items unless specifically agreed and lawfully managed.

We will transport waste in accordance with applicable UK waste regulations, including duty-of-care requirements and transfer documentation where necessary. Waste may be taken to licensed facilities, reuse channels, recycling centres, or authorised disposal sites. The customer understands that once waste is removed lawfully, ownership and responsibility pass to us only to the extent permitted by law and by the service agreement. We may refuse waste that presents a safety, legal, or environmental risk.

The customer must not place unauthorised items into general waste loads or misdescribe commercial, household, or hazardous material. If prohibited waste is discovered, we may stop work, charge for additional sorting or specialist disposal, and report the matter where required by law. Any contamination, leakage, or unsafe packaging attributable to the customer may result in further charges and liability for resulting losses, fines, or cleaning costs.

7. Access, Delays, and Storage

The customer must ensure that access is available on the agreed date and within the agreed time window. If vehicles cannot park safely, lifts are unavailable, access routes are blocked, or the destination is not ready to receive goods, the job may be delayed or paused. Waiting time may be charged at the applicable rate. Where repeated access issues prevent completion, we may return the goods to the original address, place them in temporary storage, or reschedule the service, with associated costs payable by the customer.

Any storage arrangement must be agreed separately unless already included in the quotation. Storage charges, handling fees, insurance terms, and release procedures may apply. Items placed into storage may be subject to different risk and liability arrangements, which will be set out in the relevant storage terms if applicable. The customer should not assume that goods are insured against all loss, theft, or deterioration unless expressly stated.

We will make reasonable efforts to keep to agreed times, but moving services are affected by traffic, weather, building constraints, and other operational factors. Any arrival time given is an estimate unless expressly guaranteed. Delays do not automatically entitle the customer to cancel unless the delay becomes unreasonable and is caused solely by our fault. Where practical, we will keep the customer informed of significant changes to timing.

8. Data, Communications, and Records

We may keep records of quotations, booking details, invoices, access information, photographs, and communications relating to the service. These records help us administer the contract, resolve disputes, and meet legal obligations. The customer agrees that we may contact them using the details supplied for matters directly related to the booking, including scheduling changes, payment issues, and operational updates.

Any personal data processed in connection with the service will be handled in accordance with applicable UK data protection law and our privacy arrangements, where relevant. The customer should ensure that any third-party contact details supplied for the move are provided lawfully and with appropriate authority. We are not responsible for errors caused by incorrect contact details or incomplete instructions supplied by the customer.

Where written confirmation, photographs, or signed paperwork are used to verify the condition of items or the scope of work, these may be relied upon in the event of a dispute. The customer should check documents carefully before signing or confirming approval. Silence or failure to object promptly may be treated as acceptance of the relevant terms or service record, so far as permitted by law.

9. Governing Law and General Provisions

These terms, and any dispute or claim arising from them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have jurisdiction, although we may take action in any court of competent jurisdiction where necessary to recover unpaid sums or protect our rights. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

No waiver of any breach or failure to enforce a term shall be treated as a waiver of any later breach. Any variation to these terms must be agreed in writing. The customer may not transfer their rights or obligations under the contract without our consent. We may assign or subcontract part of the work where reasonably necessary for service delivery, provided the standard of performance is not materially reduced.

These terms form the complete agreement between the parties in relation to the service, unless supplemented by a specific written contract or quotation. Nothing in them affects statutory rights that cannot be excluded. By confirming a booking, the customer acknowledges that they have read, understood, and accepted these terms and conditions for the relevant Removal Companies Greenwich service.