Moving Day Service Terms and Conditions

These moving day terms and conditions set out the basis on which our removal and relocation services are provided. By making a booking, you agree to these service terms for moving day and confirm that you have read and understood them. They apply to domestic and small business moves arranged with us, whether the service is booked as a full removal, a partial load, or a tailored moving assistance package.

Definitions. In these terms, “we”, “us” and “our” refer to the moving service provider. “You” and “your” refer to the customer, the person making the booking, and anyone acting on their behalf. “Services” means the transport, handling, loading, unloading, and any related moving support agreed in writing. “Goods” means the items, furniture, boxes, equipment, and possessions being moved.

These terms are designed to be clear and practical. They explain how the booking process works, how payments are handled, when cancellations may apply, what liability limits are in place, and how waste is managed in line with applicable regulations. Nothing in these terms affects your statutory rights as a consumer where those rights cannot lawfully be limited.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking request may be made by phone, email, online form, or any other method we make available from time to time. When you request a moving service, you must provide accurate information about the collection and delivery addresses, access conditions, parking restrictions, floor levels, lift availability, item sizes, and any special handling requirements. The more accurate the information, the more reliable the quotation and schedule will be.

A quotation may be provided as a fixed price, estimated price, or hourly rate depending on the nature of the move and the information supplied. Any quotation is based on the details available at the time it is issued. If the actual moving day differs from the description provided, including changes in access, item volume, or waiting time, we may revise the charges accordingly. A quotation does not become a binding booking until we have confirmed the service in writing and, where required, received any deposit or advance payment.

It is your responsibility to ensure the booking details are complete and correct. You should check names, dates, addresses, contact details, and the list of items to be moved. If you are booking on behalf of another person, you confirm that you are authorised to do so and that they are aware of these service terms. We may refuse or cancel a booking if we reasonably believe the move is unsafe, unlawful, beyond our service capacity, or impossible to complete within the agreed terms.

On the day of the move, you must ensure that the property is accessible, the goods are ready for loading, and any necessary permissions are in place. This includes arranging parking where needed, securing access codes, and making sure that items to be moved are separated from items that are not included. If there are delays caused by access problems, incorrect information, or incomplete preparation, additional waiting charges or rescheduling fees may apply.

Changes to the booking. If you want to amend the moving date, service level, inventory, or collection and delivery details, you should contact us as soon as possible. We will try to accommodate changes, but they are subject to availability and may affect pricing. We are not obliged to accept late amendments if the revised service would materially differ from the original agreement.

Acceptance of the booking means you agree that any verbal instructions given by you or your authorised representative at the time of the move may be relied on by us, provided they are reasonable and consistent with the agreed service. Where there is uncertainty, we may ask for written confirmation before proceeding with any significant change.

2. Payment Terms

Payment terms will be confirmed during the booking process. Unless otherwise agreed in writing, a deposit may be required to secure the moving date. The balance must be paid in full by the agreed deadline, which may be before the service begins, on completion of the move, or in staged instalments depending on the job. We may refuse to commence or continue the service if payment conditions are not met.

All prices are quoted in pounds sterling and may be subject to VAT where applicable. Any quotation excludes additional services unless expressly stated, including specialist packing, dismantling, reassembly, storage, extra carrying distance, stair carries, long waits, shuttle transport, or disposal of unwanted items. If extra charges become applicable, we will normally explain the basis of the charge before work continues, where reasonably practicable.

Late payments may be subject to interest and reasonable recovery costs where permitted by law. You are not entitled to withhold payment because of a dispute about an unrelated matter. If you genuinely believe part of an invoice is incorrect, you should notify us promptly with reasons and supporting details so that the issue can be reviewed. Payment by card, bank transfer, or other accepted method does not remove your responsibility to pay any outstanding balance arising from additional agreed work.

3. Cancellations, Postponements and No-Shows

You may cancel or postpone a move by giving notice in writing or by another method we accept. Cancellation charges may apply depending on the notice given, the nature of the service, and whether we have already incurred costs such as staffing, vehicle allocation, fuel, route planning, permits, or third-party charges. A deposit may be non-refundable where this has been clearly stated at the time of booking.

If you cancel close to the moving date, you may be liable for a reasonable proportion of the agreed price or other demonstrable costs. If you postpone a booking, the revised date will be subject to availability and may require a price adjustment. We may treat a booking as cancelled by you if you are not ready for collection at the agreed time and we are unable to complete the service within a reasonable period.

We may cancel or postpone the service where circumstances beyond our control make performance unsafe, unlawful, or impracticable. Examples include severe weather, road closures, vehicle breakdown, staff illness, transport disruption, or restrictions affecting access to the property. If we cancel for reasons within our control, we will offer a refund of any unearned payment, subject to any work already properly carried out. Where cancellation results from your breach of these terms, you may remain liable for charges already incurred.

4. Customer Responsibilities and Goods Handling

You must ensure that all goods are securely packed unless packing has been included in the service. Fragile items should be clearly identified and, where appropriate, placed in suitable packaging. We are not responsible for damage caused by poor packing, overfilled boxes, loose items, or contents that are inherently unstable. You should also remove valuables, personal documents, cash, and irreplaceable items before the move unless we have expressly agreed in writing to handle them.

You warrant that any goods handed to us for transport are lawfully owned by you or that you have authority to move them. You must not include prohibited, hazardous, illegal, or dangerous items unless we have approved them in advance and any legal requirements have been satisfied. We may inspect items to the extent reasonably necessary to protect health and safety, prevent contamination, or comply with law.

5. Liability and Claims

We will exercise reasonable care and skill in providing the moving service. However, our liability is limited to losses directly caused by our proven negligence or breach of contract. We are not liable for indirect or consequential loss, including loss of profit, business interruption, emotional distress, or delay caused by third parties, except where such exclusion is not permitted by law.

Where we are responsible for loss or damage to goods, our liability may be limited to repair, replacement, or a reasonable cash value of the affected item, taking account of age, condition, and depreciation. It is your responsibility to tell us about items of exceptional value in advance if you want us to consider special arrangements. Unless agreed in writing, we do not accept enhanced liability for antiques, artworks, jewellery, collectibles, or similar items requiring specialist insurance or handling.

Any claim for damage, shortage, or loss should be raised as soon as reasonably possible and supported by relevant evidence, such as photographs, inventory notes, or delivery records. You must allow us a reasonable opportunity to inspect the affected items and investigate the matter. We are not responsible for minor cosmetic marks, pre-existing defects, wear and tear, or damage that occurs because an item was unstable, poorly packed, or not suitable for movement in the condition presented.

6. Waste Regulations and Disposal

Where the service includes removal of unwanted items, packaging, or waste, you agree that disposal will be handled in accordance with applicable waste regulations and environmental requirements. We may only remove and dispose of waste that is lawful for us to handle and that has been agreed in advance. Items such as electrical equipment, paint, batteries, chemicals, fluorescent tubes, gas cylinders, and other regulated materials may require special treatment or may be refused entirely.

You must tell us in advance if any items are likely to be classified as waste, contaminated, or difficult to recycle. We may separate salvageable goods from waste, but we are not obliged to dispose of anything not expressly included in the booked service. If you leave items behind unintentionally, we may treat them as waste only if the legal conditions for disposal are met and any necessary permissions have been obtained.

Illegal dumping is strictly prohibited. We will not knowingly engage in fly-tipping, unlawful transfer of waste, or any activity that breaches environmental law. You remain responsible for declaring the nature of items to be removed and for confirming that they may lawfully be collected and transported. If we suspect that an item cannot be handled legally or safely, we may refuse to move or dispose of it without liability to you.

7. Insurance, Access and Force Majeure

We maintain insurance arrangements that are appropriate for the nature of our services, but this does not create a guarantee that every item will be covered in every circumstance. You are encouraged to check your own contents or home insurance to confirm whether goods are insured during transit, loading, unloading, or temporary storage. Any insurance arrangement may be subject to exclusions and conditions.

If access to the property is restricted, delayed, or unsafe, we may suspend the move until the issue is resolved or proceed only where it is reasonable to do so. This includes obstacles such as narrow entry points, blocked driveways, absence of keys, parking enforcement issues, or unsafe weather conditions. Additional charges may arise where the service requires extra labour, a second vehicle, or repeated attendance due to access difficulties.

We are not liable for failure or delay caused by events outside our reasonable control, including acts of God, fire, flood, strike, epidemic, governmental action, utility failure, or transport network disruption. In such cases, we will make reasonable efforts to rearrange the service, but neither party will be responsible for losses that could not reasonably have been avoided.

8. Complaints and Service Review

If you are dissatisfied with any aspect of the moving service, you should raise the matter promptly so that we may try to resolve it fairly. Early notification helps us investigate the issue while the relevant facts remain available. Any complaint should identify the relevant date, the service in question, and the nature of the concern. We may request photographs, an inventory, or other supporting information where appropriate.

We aim to consider complaints in a reasonable time and to offer a proportionate response where we accept that something has gone wrong. Possible remedies may include explanation, partial refund, repair, or another appropriate solution, depending on the facts. Nothing in this section limits any rights you may have under consumer law.

9. Governing Law

These terms and conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. Where you live in Scotland or Northern Ireland, mandatory local consumer protections may still apply to the extent required by law. Any dispute shall be subject to the courts having jurisdiction in the relevant part of the United Kingdom.

The headings in these moving day service terms are included for convenience only and do not affect interpretation. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. No failure or delay by us in enforcing a right or remedy shall be treated as a waiver of that right or remedy.

We may update these moving day terms and conditions from time to time to reflect changes in our service, pricing structure, operational requirements, or applicable law. The version in force at the time of your booking will apply to that booking unless a later variation has been agreed in writing. By proceeding with the service, you confirm that you accept the terms applicable to your booking.

Final note: these terms are intended to provide a fair and transparent framework for a professional moving day service. They are designed to protect both parties while allowing the move to proceed efficiently, safely, and in line with legal and operational requirements.