Removals Stjohnswood Service Terms and Conditions
These Terms and Conditions apply to all domestic and commercial removals services provided by our company in the UK, including house moves, office relocations, item transport, packing support, and related handling services. By placing a booking, confirming an estimate, or allowing our team to begin work, you agree to be bound by the terms set out below. These terms are intended to be clear and practical, while protecting both the customer and the removals provider throughout the moving process.
For the purposes of these terms, references to “we”, “us”, and “our” mean the removals company providing the service, and references to “you” and “your” mean the customer making the booking or any person authorised to act on the customer’s behalf. The expression Removals Stjohnswood may be used as a service reference only and does not create a separate legal entity unless specifically stated in writing.
All services are provided subject to the information supplied by you being accurate and complete. If the move details change before or during the job, including access conditions, property size, parking availability, floor levels, lift access, or the quantity and type of items, we may revise the quotation, timing, staffing, or equipment required. Any such changes will be communicated as soon as reasonably practicable.
1. Booking Process
Bookings may be made by telephone, email, written confirmation, or any other method we accept from time to time. A booking becomes valid only when we have confirmed the details and, where required, received any deposit or advance payment requested. Until confirmation is issued, availability remains subject to change. We may request additional information before accepting a booking to ensure the service is suitable and to assess the resources required.
When requesting a quote or estimate for removals services in Stjohnswood, you must provide honest and complete information, including the address or addresses involved, access restrictions, item lists, special handling needs, and whether packing materials or dismantling services are needed. If the actual circumstances differ from the details provided, the final price may change accordingly. Our quotations are based on the scope of work disclosed at the time of booking and may be subject to survey or reassessment.
Where a survey is carried out, whether in person, by video, or through photographs and descriptions, it is intended to help estimate the level of work only. A survey does not remove your responsibility to check that all relevant information has been disclosed. We reserve the right to refuse or suspend a booking if the move involves unlawful, unsafe, or impracticable conditions, or if the property contains items that cannot be handled within our normal operational limits.
2. Payments and Charges
Unless otherwise agreed in writing, payment is due in accordance with the invoice or booking confirmation. We may require a deposit to secure the date, and the balance is usually payable on or before completion of the service. Accepted methods of payment will be specified at booking or invoicing stage. If payment is not received when due, we may withhold performance, delay completion, retain items lawfully where permitted, or cancel the booking subject to any applicable cancellation charges.
Our prices may be stated as fixed, hourly, or on a mileage-and-labour basis. Time estimates and arrival windows are given in good faith, but traffic, access issues, weather, waiting time, and customer-related delays may affect the total cost. Additional charges may apply for stairs, long carries, parking permits, congestion or access constraints, bulky or heavy items, waiting time, additional trips, or work outside the original scope.
Unless expressly included, prices do not cover charges payable to third parties, including parking fines, tolls, porters, storage providers, cleaning services, or building management fees. You are responsible for ensuring that any permits or permissions needed for the move are in place. If we incur costs because permits were not arranged or access was not as described, those costs may be added to the final invoice. All quoted prices are exclusive of unforeseen extras unless stated otherwise.
3. Cancellations, Postponements and Delays
You may cancel or reschedule a booking by notifying us in writing or by the method agreed at the time of booking. Cancellation charges may apply depending on the notice given and any costs already incurred, including vehicle allocation, staffing, materials, and third-party reservations. If you cancel at short notice, fail to provide access, or are not ready for collection at the agreed time, we may charge the full or partial service fee, together with reasonable waiting costs.
Where a deposit has been paid, it may be non-refundable if the booking is cancelled within the notice period specified in your confirmation. If we have already begun work, the charge will usually reflect the amount of service delivered up to the point of termination. Any postponement requested by you is subject to availability and may require a revised price, especially where the move is moved to a peak date or higher-cost slot. We will aim to be flexible, but the new date is not guaranteed until confirmed by us.
If we must delay, suspend, or cancel a service due to circumstances beyond our control, including severe weather, accidents, road closures, breakdowns, industrial action, fire, flooding, illness, or legal restrictions, we will contact you as soon as reasonably possible. In such cases, our liability is limited as set out below. We will not be responsible for losses caused by events that are outside our reasonable control, provided we have taken reasonable steps to minimise disruption.
Any request to alter the move date, location, service level, or collection and delivery order should be made promptly. Changes may affect the resources needed and may therefore lead to additional charges. We recommend that all amendments are confirmed in writing so that both sides have a clear record of what has been agreed. The customer remains responsible for ensuring the new arrangements are feasible and lawful.
4. Customer Responsibilities
You must ensure that all items being moved are properly packed, labelled, and fit for transport unless packing has been expressly included in the service. Fragile, valuable, and hazardous items should be identified in advance. You should also remove or secure loose components, empty liquids where appropriate, and make arrangements for pets, children, and vulnerable persons so that the work can be carried out safely. If a lift is unavailable or access is restricted, you must inform us before the move begins.
You are responsible for checking that all goods being moved are your property or that you have permission from the lawful owner to authorise the removal and transport of those goods. We are entitled to rely on your instructions and are not required to verify title. If items are left behind, removed by mistake, or discovered after completion, we will use reasonable efforts to assist, but any return journey or additional handling may be chargeable.
We may decline to move items that are prohibited, unsafe, structurally unsound, leaking, excessively heavy, or otherwise unsuitable for transport. This includes items presenting a risk to health, safety, or property. Where such items are discovered during the job, we may exclude them from the service and charge for the work already completed. If you require the handling of specialist objects, this must be agreed in advance.
5. Liability and Insurance
Our liability is limited to the direct loss or damage caused by our negligence and only to the extent set out in these terms and any separate insurance arrangement, if applicable. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to these mandatory rights, we are not responsible for indirect, consequential, or economic losses such as loss of profit, business interruption, or missed deadlines.
Where items are damaged in transit or during handling, you must notify us as soon as reasonably practicable and in any event within a reasonable period after discovery. We may require photographs, proof of value, and a description of how the damage occurred. Claims for concealed damage or missing items should be raised promptly. Any compensation offered will reflect the item’s fair value at the time of the move, taking into account age, condition, and depreciation, unless a higher value has been expressly agreed in writing.
We are not liable for damage caused by items that were fragile, poorly packed, already defective, or unsuitable for standard removals handling. We are also not liable for damage caused by the customer, third parties, incomplete instructions, inherent weakness, or unavoidable movement during normal transport. Where goods are transported by us, you are encouraged to maintain your own insurance cover for items of high value, sentimental importance, or unusual fragility.
6. Waste Regulations and Disposal
If the service includes removal, disposal, clearance, or transport of waste, all relevant UK waste legislation and environmental requirements will apply. Waste must be described accurately before the job begins, and you must not present controlled, hazardous, clinical, electrical, chemical, asbestos-containing, or other restricted waste without prior agreement and lawful arrangements. We may refuse waste that does not comply with applicable regulations or that requires specialist handling.
Where we lawfully remove waste, it will be transferred, stored, or disposed of only through appropriate licensed facilities or authorised routes. You must not ask us to dispose of materials illegally, fly-tip, or otherwise breach environmental law. Any customer instruction that would cause us to violate waste regulations will be refused. If prohibited materials are discovered unexpectedly, the service may be suspended or amended, and additional charges may arise if lawful disposal requires separate handling.
When a clearance service involves mixed items, you are responsible for separating any goods you wish to keep from items to be removed before the team begins. Once items have been lawfully collected for disposal, ownership may pass in accordance with the service instructions and applicable law. We will not be responsible for recovering items that have been authorised for disposal unless the law requires otherwise and recovery is reasonably possible.
7. Storage, Access and Uncollected Property
Where storage is arranged, whether short-term or long-term, separate storage conditions may apply in addition to these terms. Storage periods, access arrangements, inventory procedures, and charges will be communicated in writing where relevant. You must ensure that goods placed into storage are accurately listed and that any items requiring special protection are identified before storage begins. We may refuse to store items that present a risk, breach law, or exceed capacity limits.
If delivery cannot be completed because of inaccessible premises, incorrect instructions, absence of a responsible person, or refusal of entry, we may place goods into storage, return them to origin, or reschedule the delivery at your cost. Where goods remain uncollected or unpaid for, we may retain them in accordance with applicable legal rights and may dispose of or otherwise deal with them only in line with the law and after any required notice has been given.
We may enter into subcontracting arrangements or use suitable third parties to perform part of the service. Where we do so, we remain responsible for the overall administration of the move subject to these terms, but we are not liable for matters beyond our reasonable control or for loss caused by inaccurate instructions, unsafe loading by others, or interference by third parties.
8. Governing Law and General Provisions
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rights provide otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect.
No waiver by us of any breach or failure to enforce any term shall be deemed a waiver of any later breach or enforcement right. These terms may be updated from time to time to reflect changes in law, operational practice, or service scope. The version in force at the time of booking will normally apply to your service unless a later version has been expressly agreed. Nothing in these terms affects your statutory rights as a consumer under UK law.
By confirming a booking for Removals Stjohnswood or any related removals service, you acknowledge that you have read, understood, and agreed to these terms. If you are booking on behalf of another person or business, you confirm that you have authority to accept these terms on their behalf. These conditions form the basis of the contractual relationship for the service and should be read alongside any written quotation, invoice, or service confirmation supplied by us.