Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which removal companies in Putney provide domestic and commercial moving services within the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to create clarity around the booking process, payment obligations, cancellation rights, liability limits, waste handling, and the legal framework governing the service. These terms apply to all quotations, bookings, and services unless otherwise agreed in writing.

For the purposes of 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 or business requesting the removal service. Any variation to these conditions must be agreed in advance and confirmed in writing. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

These conditions are intended to support a professional and transparent service for customers using Putney removal services and other UK moving services. They should be read together with any quotation, inventory, service schedule, or supplementary instructions issued before the move. If there is any conflict between these terms and a specific written agreement, the written agreement will take priority to the extent of that conflict.

1. Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request and issued written confirmation. A booking may be made by phone, email, online form, or other approved method. When requesting a quote, the customer must provide accurate information about the property, access conditions, the volume and nature of items to be moved, and any special handling requirements. Failure to disclose relevant details may affect the accuracy of the quotation and the service date.

We may offer either a fixed-price quotation or an estimated price. A fixed-price quotation is based on the information supplied at the time of quoting and may be adjusted only if the scope of work changes materially. An estimate is a guide only and may vary according to the actual time taken, access conditions, parking restrictions, additional items, or unforeseen work required. The customer is responsible for reviewing the booking confirmation carefully to ensure that all details are correct.

Bookings involving packing, dismantling, storage, specialist handling, or disposal services may require additional terms or separate confirmation. If the customer requests changes after confirmation, we will assess whether the change is possible and whether it affects the price, timing, staffing, or vehicle requirements. We reserve the right to decline a booking where the circumstances are unsuitable, unsafe, unlawful, or outside the scope of our normal service.

2. Customer Responsibilities

The customer must ensure that all items to be moved are ready by the agreed time, unless packing or preparation is included in the service. Fragile, high-value, hazardous, prohibited, or perishable items should be declared in advance. The customer should also secure loose items, empty appliances where required, and make arrangements for children, pets, and third parties so that the move can proceed safely and efficiently.

Where parking permits, suspension requests, access permissions, or building approvals are required, the customer must arrange these unless we have expressly agreed to do so. If access is delayed or prevented because the customer has not obtained the necessary permissions, additional waiting time, abortive visit charges, or rescheduling fees may apply. The customer must ensure that the premises are safe and suitable for the removal team to work in, including adequate lighting and reasonable access to entrances, stairways, and lifts.

The customer must not include in the consignment any illegal goods, dangerous substances, live animals, firearms, explosives, cash, deeds, passports, jewellery, or other items prohibited by law or excluded by agreement. If such items are discovered, we may refuse to move them, suspend the service, or notify the relevant authorities where necessary. The customer remains responsible for the accuracy of any declarations made at the time of booking.

3. Payments and Charges

Unless otherwise stated in writing, payment is due in accordance with the quotation or invoice issued before or after the service. We may require a deposit to secure the booking, particularly for larger moves or services requiring advance resource allocation. Any balance must be paid by the agreed due date, which may be on completion of the service or within a stated payment period. Failure to pay on time may result in interest, administrative charges, or legal recovery action, where permitted by law.

We accept payment methods as specified at the time of booking or invoicing. Any bank charges, card processing fees, or international transfer costs must be borne by the customer unless otherwise agreed. Quotations and estimates are based on the information available at the time and may be revised if the work required differs materially from what was disclosed. Additional charges may apply for waiting time, stairs, long carries, congestion, parking fines caused by customer fault, heavy or oversized items, or services requested on the day that were not included in the original scope.

All prices are stated exclusive of VAT unless expressly marked otherwise. If VAT is applicable, it will be charged at the prevailing rate. The customer must pay all undisputed sums promptly and may not withhold payment because of a dispute relating to a separate part of the service. Any query about an invoice should be raised as soon as reasonably practicable so that it can be investigated without delaying payment for the undisputed amount.

4. Cancellations and Rescheduling

The customer may cancel or reschedule a booking by providing notice in writing. Cancellations made sufficiently in advance may be subject to reduced or no charges depending on the notice period and any non-refundable costs already incurred. Where a booking is cancelled after the service has been scheduled, deployed, or commenced, we may charge for the work done, travel time, labour allocated, and any expenses reasonably incurred.

If the customer fails to provide access, is not present where required, or is otherwise unable to proceed on the agreed date, this may be treated as a late cancellation or abortive visit. In such cases, the customer may be responsible for the full or partial cost of the booking, including any waiting time already incurred. We will always act reasonably in applying cancellation charges and will take into account the circumstances and any unavoidable events where appropriate.

We may cancel or reschedule a service if circumstances beyond our control make performance impracticable, unsafe, unlawful, or impossible. These circumstances may include severe weather, vehicle breakdown, staff illness, road closures, accidents, or regulatory restrictions. In such cases, we will seek to notify the customer as soon as reasonably possible and may offer an alternative date or refund for any unperformed portion of the service, subject to the terms of the booking.

5. Liability and Insurance

We will carry out the service with reasonable skill and care. However, our liability is limited to the extent permitted by law. We are not responsible for loss or damage arising from circumstances outside our control, including hidden defects, pre-existing damage, poor packing by the customer, items not properly secured, or inaccurate information supplied before the move. The customer is strongly encouraged to arrange adequate insurance for goods in transit and to check whether any existing policy provides sufficient cover.

Where we are responsible for loss or damage to items in our care, our liability may be limited to the reasonable repair cost, replacement cost, or declared value, subject to any applicable insurance terms and the limits stated in the quotation or service agreement. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Claims for damage must be reported within a reasonable period after discovery and, where possible, before the delivery team has left the site. The customer must preserve the damaged item and provide evidence, including photographs, descriptions, and any supporting documents reasonably requested. Failure to notify us promptly may affect our ability to investigate the issue and may reduce the amount recoverable, where permitted by law.

We shall not be liable for indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, emotional distress, or any other incidental costs, except where such exclusion is prohibited by law. If a delay occurs, we will use reasonable efforts to minimise disruption, but we are not liable for losses caused by factors beyond our reasonable control. Customers should make arrangements to protect valuable, time-sensitive, or business-critical items accordingly.

6. Waste Regulations and Disposal

Where the service includes disposal, clearance, or transport of unwanted items, all waste handling will be conducted in accordance with applicable UK waste legislation. We will not remove waste in circumstances that would breach the law, environmental requirements, or local authority rules. The customer must disclose whether any item is waste, recyclable material, electronic equipment, white goods, bulky furniture, or hazardous material, as different disposal routes and compliance duties may apply.

Hazardous waste, including chemicals, paints, oils, asbestos, batteries, gas canisters, biohazards, and similar items, may require specialist handling and may be excluded unless agreed in advance. We may request evidence that waste is from a domestic premises where relevant, or that the customer has the authority to transfer the waste for disposal. If the customer asks us to dispose of items that are contaminated, unsafe, or unlawful to transport, we may refuse without liability. The customer remains responsible for ensuring that any waste transferred to us is described accurately and legally.

7. Service Standards and Access

We aim to provide punctual, efficient, and courteous removal services, but timings are estimates unless expressly guaranteed in writing. Delays may occur due to traffic, loading restrictions, access issues, or previous jobs overrunning. If the service is affected by delays attributable to the customer, we may charge additional waiting time or supplementary labour. The customer must ensure that the removal team can work safely and lawfully, including compliance with building rules, lift usage policies, and any instructions from landlords, managing agents, or site personnel.

We may refuse to move items that are unsafe, excessively heavy, improperly packed, or likely to cause injury or property damage. Where necessary, we may require extra staff, equipment, or a different vehicle to complete the work. If the customer does not agree to the reasonable additional cost of such measures, we may suspend or limit the service. Any instructions issued by our team for health and safety reasons must be followed promptly.

All reasonable care will be taken during loading, transit, and unloading, but the customer should keep essential items, documents, medications, and personal valuables separate from the removal consignment where practical. Any items carried by the customer personally are outside our responsibility unless otherwise agreed in writing. We may document the condition of goods and the premises before and after the move where appropriate for operational and claims purposes.

8. Complaints and Dispute Handling

If the customer is dissatisfied with any aspect of the service, the issue should be raised as soon as possible so that it can be investigated promptly. We may request photographs, documents, or other evidence relevant to the complaint. Both parties should act reasonably and cooperate in good faith to resolve any dispute without unnecessary delay or expense. Nothing in this section prevents the customer from exercising statutory rights where applicable.

Where an issue can be remedied, we may offer repair, replacement, partial refund, or another suitable resolution, depending on the circumstances. Any proposed settlement will be without admission of liability unless expressly stated. If a dispute cannot be resolved amicably, the matter may be referred to the courts of England and Wales, subject to the governing law and jurisdiction clause below.

9. General Provisions

We may subcontract elements of the service to suitably qualified third parties, provided that we remain responsible for the overall performance of the contract to the extent required by law and the terms agreed. The customer may not assign the benefit of the contract to another party without our written consent. If we do not enforce a right under these terms, that does not mean we waive that right for the future.

If any part of these terms is found to be unlawful or unenforceable, that part shall be treated as deleted to the minimum extent necessary, and the remaining provisions shall continue in effect. These terms represent the entire agreement between the parties regarding the service, unless supplemented by a written quotation or specific contract. No reliance should be placed on any statement not confirmed in writing where the law permits written confirmation to govern.

These terms apply to all services supplied by the removal company and are intended to support fair trading, legal compliance, and a clear contractual framework for customers using removal companies Putney and wider UK removal providers. They help ensure that expectations are aligned from booking through completion, while maintaining appropriate protections for both parties.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim, unless mandatory law provides otherwise. If the customer is a consumer, any mandatory consumer rights under applicable law will remain unaffected.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions. Any request for clarification should be made before the service date so that expectations, responsibilities, and pricing can be confirmed in a transparent manner. These terms are designed to provide a reliable framework for UK removal services, balancing service quality with legal and operational certainty.