Movers London Terms and Conditions of Service
These Terms and Conditions set out the basis on which Movers London provides removal, delivery, packing, and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 We, us, our means Movers London, the removal service provider.
1.2 You, your means the person, firm, or organisation that requests or accepts a quotation or otherwise engages our services.
1.3 Services means any removal, delivery, packing, storage arrangement facilitation, or associated services supplied by us.
1.4 Goods means any personal effects, furniture, equipment, or other items that are the subject of the Services.
1.5 Contract means the agreement between you and us for the supply of Services, incorporating these Terms and Conditions and any written quotation we issue to you.
2. Scope of Services
2.1 We provide household and commercial removal services, including local and regional moves, loading and unloading of Goods, transportation, and, where agreed in writing, packing and unpacking services.
2.2 Any Services we provide are limited to those described in our quotation or booking confirmation. Any additional work requested on the day of the move is subject to our agreement, availability of resources, and may incur additional charges.
2.3 We do not undertake specialist removal of hazardous, illegal, or prohibited items. You are responsible for ensuring that all Goods are lawful to transport and comply with applicable regulations.
3. Booking Process
3.1 You may request a quotation by providing accurate details of the Goods to be moved, the collection and delivery addresses, access information, timing, and any special requirements.
3.2 Quotations are normally provided based on the information you supply. If that information is incomplete or inaccurate, or if the conditions at collection or delivery differ from those described, we reserve the right to revise our quotation and charges.
3.3 A booking is only confirmed when you have accepted our quotation, acknowledged these Terms and Conditions, and we have issued a booking confirmation. We may also require a deposit before confirming the booking.
3.4 You are responsible for checking that all details on the quotation and booking confirmation are correct, including dates, addresses, access restrictions, and the description of Services. Any discrepancies must be reported to us as soon as reasonably possible.
3.5 We may refuse a booking at our discretion, including where we reasonably believe the work cannot be safely or lawfully carried out.
4. Customer Obligations
4.1 You must ensure that:
a) All Goods are properly packed, protected, and ready for transport, unless we have agreed in writing to provide packing services.
b) All Goods are clearly labelled where necessary, and fragile items are identified to our team.
c) You, or a responsible person authorised by you, is present at collection and delivery to supervise the move, confirm instructions, and sign any relevant documentation.
d) Full access is available at collection and delivery addresses, including suitable parking arrangements for our vehicle. Any parking restrictions, permits, or charges must be disclosed in advance.
e) Any required permissions, permits, or building access approvals are obtained prior to the day of the move.
4.2 You are responsible for any additional costs or delays arising from inadequate access, inaccurate information, or failure to comply with these obligations.
5. Our Obligations
5.1 We will carry out the Services with reasonable care and skill and in accordance with these Terms and Conditions.
5.2 We will provide suitably sized vehicles and staff appropriate to the agreed Services, based on the information you have provided.
5.3 We will make reasonable efforts to adhere to agreed dates and times, but any times provided are estimates only and may be affected by traffic, weather, or other circumstances beyond our control.
5.4 We reserve the right to use subcontractors or agents to perform some or all of the Services. Where we do so, these Terms and Conditions will still apply.
6. Payments and Charges
6.1 Our charges are set out in the quotation and are based on the Services, volume or weight of Goods, distance, access conditions, and any additional work requested.
6.2 Unless otherwise agreed, we may require a deposit at the time of booking, with the balance payable on or before completion of the Services. Details of payment terms will be confirmed in your quotation or booking confirmation.
6.3 Payment must be made using a method accepted by us, as specified in your quotation or booking confirmation. We reserve the right to refuse to commence or continue the Services if payment terms are not met.
6.4 If payment is not received when due, we may charge interest on the overdue amount at the statutory rate, accruing daily until payment is made in full.
6.5 Additional charges may apply where:
a) The move involves additional Goods or Services not stated in the quotation.
b) There are delays beyond our reasonable control at collection or delivery, including waiting times caused by your actions or omissions.
c) Access is more restricted than disclosed, requiring additional labour or equipment.
d) There are additional journeys, re-deliveries, or storage arrangements requested by you.
7. Cancellations and Amendments
7.1 If you need to cancel or amend your booking, you must notify us as soon as possible.
7.2 We may apply cancellation charges depending on when we receive your cancellation notice, as follows, unless otherwise stated in your quotation:
a) Cancellation more than seven calendar days before the agreed move date: no cancellation charge, and any deposit paid may be refunded or credited at our discretion.
b) Cancellation between four and seven calendar days before the agreed move date: up to 50 percent of the quoted price may be charged.
c) Cancellation three calendar days or fewer before the agreed move date, or failure to proceed with the Services on the scheduled date: up to 100 percent of the quoted price may be charged.
7.3 If you request a change to the date, time, or scope of the Services, we will try to accommodate your request, but this will be subject to availability and may result in revised charges.
7.4 We may cancel or suspend the Services and retain all or part of any deposit paid if:
a) You fail to pay any amount due by the required date.
b) You significantly change the scope of the Services without our agreement.
c) We reasonably believe the Services cannot be carried out safely, lawfully, or without risk to our staff, vehicles, or property.
8. Excluded and Prohibited Items
8.1 Unless expressly agreed in writing, we do not carry:
a) Hazardous, flammable, explosive, or toxic materials.
b) Illegal substances or items.
c) Live animals or plants requiring special transport conditions.
d) Perishable or refrigerated goods.
e) High value items such as jewellery, cash, important documents, or fine art, where appropriate specialist transport and insurance are required.
8.2 If such items are handed to us without our knowledge, we accept no responsibility for loss or damage, and you may be liable for any loss, damage, or fines we incur as a result.
9. Liability for Loss or Damage
9.1 We will exercise reasonable care in handling and transporting your Goods. However, our liability for loss or damage is limited as set out in this clause.
9.2 We will not be liable for loss or damage arising from:
a) Your failure to adequately pack or protect Goods, where packing services were not provided by us.
b) Normal wear and tear, scratching, scuffing, or minor cosmetic damage inherent in the moving of used items.
c) Dismantling or reassembly of furniture, fixtures, or equipment, unless caused by our negligence.
d) Electrical, electronic, or mechanical derangement of items unless there is evidence of external damage caused by us.
e) Loss or damage caused by circumstances outside our reasonable control, including weather, traffic incidents not caused by our negligence, road closures, or acts of third parties.
9.3 Our total liability for any claim arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall not exceed the lower of:
a) The cost of repair or replacement of the affected Goods, taking into account age, condition, and market value; or
b) A capped amount per move as stated in your quotation or booking confirmation.
9.4 You should consider arranging your own additional insurance for higher-value Goods, as our standard liability is limited.
9.5 We will not be liable for any indirect or consequential losses, including loss of profit, loss of opportunity, or loss of enjoyment.
10. Claims and Time Limits
10.1 Any visible loss or damage must be reported to our team on the day of the move where reasonably possible, and noted on any completion or delivery document you are asked to sign.
10.2 You must notify us in writing of any claim for loss or damage as soon as reasonably possible, and in any event within seven calendar days of the Services being completed.
10.3 You must provide reasonable details, evidence, and access for inspection of the affected Goods. Failure to notify us within the stated period may affect our ability to investigate and may reduce or extinguish any liability we may have.
11. Waste and Disposal Regulations
11.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste carrier and do not provide bulk waste removal unless expressly agreed as part of the Services.
11.2 You must not present for removal any household or commercial waste, building rubble, hazardous materials, or items intended solely for disposal, unless we have agreed in advance to provide a suitable disposal service.
11.3 Where we agree to take away items for disposal, we will do so in line with relevant waste regulations. Additional charges may apply for disposal, recycling, or transfer of waste materials.
11.4 You remain responsible for complying with all legal obligations relating to waste that we do not expressly agree to remove. Fly-tipping or unlawful disposal is strictly prohibited and any fines or costs arising from unlawful waste provided by you will remain your responsibility.
12. Access, Parking, and Property Damage
12.1 You are responsible for ensuring adequate parking for our vehicles at both collection and delivery points. Any parking tickets or fines incurred due to insufficient or incorrect information may be charged to you.
12.2 We will take reasonable care to avoid damage to property, including floors, walls, and doorways. However, we are not liable for pre-existing damage or wear.
12.3 If you are concerned about specific surfaces or fixtures, you should take suitable precautions before our arrival, such as covering delicate flooring or removing items from narrow hallways.
13. Delays and Events Beyond Our Control
13.1 We are not liable for any delay or failure to perform the Services due to events beyond our reasonable control, including but not limited to adverse weather, traffic congestion, vehicle breakdowns, accidents, road closures, strikes, or public safety incidents.
13.2 If such an event occurs, we will make reasonable efforts to contact you and to agree an alternative time or date for the Services where possible.
14. Complaints
14.1 If you are dissatisfied with any aspect of our Services, you should raise this with our team as soon as possible so that we have an opportunity to resolve the issue.
14.2 If the matter is not resolved on the day, you should submit a written complaint, providing full details, within fourteen calendar days of completion of the Services. We will review your complaint and respond within a reasonable timeframe.
15. Data Protection and Privacy
15.1 We will collect and process personal data only as necessary to provide the Services, manage bookings, and meet our legal obligations.
15.2 We will take reasonable steps to keep your personal information secure and will not share it with third parties except where required to perform the Services, comply with the law, or with your consent.
16. Variation of Terms
16.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time you confirm your booking will apply to your Contract.
16.2 Any variation to these Terms and Conditions will only be valid if agreed in writing by us.
17. Severability
17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
18.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services, whether contractual or non-contractual.
By confirming a booking with Movers London, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
