Terms and Conditions for Removal Companies Surrey
These Terms and Conditions govern the provision of domestic and commercial removal services by our moving company. They are designed to set out the basis on which a removal service is booked, delivered, paid for, amended, cancelled and, where necessary, disputed. By making a booking, the customer agrees to be bound by these terms, which apply to all standard relocations, packing support, furniture handling, loading, unloading and associated transport services offered by removal companies Surrey operating in the UK. If any part of these terms is not understood, the customer should review them carefully before confirming a reservation.
In these terms, references to “we”, “us” and “our” mean the removal company providing the service, while “you” or “the customer” means the person, business or organisation entering into the contract. The contract may be made by the owner of the goods, a tenant, landlord, solicitor, estate agent, business representative or another authorised person. Where a third party makes the booking, that party confirms that they have authority to act on behalf of the customer and to accept these terms in full. These terms are intended to be read alongside any quotation, inventory, booking confirmation or written correspondence issued before the move.
Any reference to a removal service includes transport, collection, delivery, dismantling and reassembly where expressly agreed, and optional services such as packing materials or labour assistance where included in the quotation. Unless otherwise stated, all services are provided subject to vehicle availability, access conditions, legal compliance and reasonable operational limits. The customer should ensure that all information given at the time of booking is accurate and complete, as the quote and timetable may depend on the size, quantity, weight and nature of the items being moved.
Bookings are typically made following an enquiry and a quotation process. We may provide an estimated price based on photographs, video surveys, written descriptions, inventories or an in-person assessment. A quotation may be fixed, subject to stated assumptions, or calculated on an hourly basis depending on the nature of the job. The final price can change if the information supplied by the customer proves to be incomplete, inaccurate or misleading, or if the scope of work increases before or on moving day.
To secure a booking, the customer may be asked to provide written acceptance of the quotation, a preferred date, access details, addresses, and any special instructions. A booking is only confirmed once we have acknowledged acceptance and, where applicable, received a deposit or booking fee. The company is not obliged to hold a date open indefinitely. If the customer requests changes after confirmation, we will try to accommodate them, but revised arrangements remain subject to availability and may affect the price.
On moving day, the customer must ensure that all items to be removed are ready, accessible and properly packed unless packing has been agreed as part of the service. Removal companies in Surrey and across the UK may refuse to handle unsafe, hazardous or prohibited goods, including items that are likely to cause injury, damage vehicles, breach transport rules or violate environmental requirements. We may also request proof of identity, proof of address, ownership or permission to remove goods where this is reasonably necessary.
Prices may be stated as a fixed fee, an estimated fee or an hourly charge. Where the service is priced hourly, the customer will be charged for the time reasonably spent by the crew, including loading, travel between agreed locations, unloading, waiting caused by access problems, and any agreed return journeys. Unless the quotation states otherwise, parking charges, congestion charges, tolls, permits, ferry fees, storage costs and disposal fees are not included and may be added to the final invoice if incurred.
Payment terms will be set out in the quotation or booking confirmation. In many cases, a deposit or partial advance payment is required to secure the date, with the balance due on or before completion of the job. We may accept bank transfer, card payment or other approved methods, but we are not obliged to accept cash or personal cheques. If payment is overdue, we may charge interest and reasonable recovery costs in line with applicable UK law. Title to any goods sold or supplied by us, such as boxes or packing materials, may remain with us until payment is received in full.
You must pay all undisputed sums by the due date. If a payment fails, is reversed or is subject to a chargeback without valid reason, we may suspend further services, recover the unpaid amount and any associated costs, and treat the booking as cancelled by the customer if necessary. We reserve the right to request proof of funds or alternative payment before starting work where there is a reasonable concern about non-payment. Any discount or promotional offer applies only if specifically stated in writing and only to the service described in the offer.
Customers may need to cancel or reschedule a booking. Any cancellation should be made as soon as possible and, where practical, in writing. If you cancel well in advance, a full or partial refund of any deposit may be offered depending on the notice given and any non-recoverable costs already incurred. If cancellation occurs close to the moving date, we may charge a reasonable cancellation fee to reflect crew allocation, vehicle preparation, administration and lost opportunity. The exact fee may vary according to the time remaining before the scheduled service.
If we need to cancel or reschedule due to circumstances beyond our control, including severe weather, traffic disruption, illness, mechanical failure, legal restrictions or access issues, we will notify the customer as soon as reasonably possible and seek to rearrange the service. We will not be responsible for indirect losses caused by such changes, provided we take reasonable steps to minimise disruption. Where a delay occurs and is outside our control, the agreed time for performance may be extended by a reasonable period.
If the customer is not present at the agreed time, fails to provide access, or cannot complete essential preparations, we may treat this as a late cancellation or abortive visit and charge reasonable costs. Delays caused by the customer, including missing keys, unclear directions, building access restrictions, parking obstacles or incomplete packing, may result in additional charges. Any deposit paid may be applied against those charges where lawful and appropriate.
Our liability is limited to direct loss or damage caused by our negligence or breach of contract, subject to these terms and any mandatory rights the customer may have under UK law. We will take reasonable care of the goods we handle, but moving services involve inherent risks, especially where items are old, fragile, poorly packed, defective or unsuitable for transport. The customer is responsible for ensuring that fragile, valuable or sentimental items are properly declared and, where appropriate, specially protected or separately insured.
Unless we have expressly agreed otherwise in writing, we are not liable for loss or damage arising from pre-existing defects, insufficient packaging, hidden weakness, wear and tear, improper assembly, manufacturer faults or the customer’s own instructions. We are also not liable for indirect or consequential losses such as lost profits, missed deadlines, inconvenience, emotional distress or business interruption, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded.
Any claim for damage or missing items should be reported to us as soon as reasonably possible and ideally before the crew leaves the delivery address. The customer may be asked to provide photographs, a list of affected items, proof of value and any other information reasonably required to investigate the claim. Our responsibility may be reduced or excluded if the customer has not given us a fair opportunity to inspect the items, if the goods were packed by the customer, or if the customer has failed to follow reasonable instructions relating to packing, labelling or access.
We may handle waste, unwanted furniture, packaging and other materials only where that has been agreed in advance and where it can be done lawfully. Any removal company Surrey customers instruct to dispose of items must do so in accordance with the Environmental Protection Act 1990, Duty of Care obligations and all other applicable waste regulations in England and Wales. The customer must not ask us to abandon, dump or dispose of waste illegally. We may refuse any item that appears to be contaminated, unsafe, restricted or not properly described.
Where waste removal or clearance is included, the customer confirms that they are legally entitled to dispose of the items and that none of the goods are stolen, hazardous, controlled or subject to third-party rights. We may require a clear description of the waste, and we may charge extra if the volume, weight or classification differs from what was originally described. Certain materials may need specialist handling, licensing, segregation or authorised disposal sites, and the associated costs will be charged to the customer if incurred.
If the customer leaves items behind after completion of the move, we may treat them as waste only where that is lawful and practical to do so. Otherwise, we may store, return, dispose of or hold the items at the customer’s risk and expense. We will not be responsible for illegal disposal requested by the customer, and the customer agrees to indemnify us against fines, penalties, claims or losses arising from inaccurate waste descriptions or unlawful instructions. The customer remains responsible for compliance with any landlord, building management or local authority rules concerning waste placement and collection.
The customer is responsible for obtaining any permissions required for parking, loading, unloading, lift use, access to communal areas or entry to restricted premises. If permits, booking slots, security clearances or building approvals are needed, the customer must arrange them in good time unless we have expressly agreed to do so. We may rely on the customer’s instructions regarding access and property condition, and we are not liable for delays or costs caused by incorrect or missing access arrangements.
Risk in the goods usually passes to the customer when the goods are unloaded at the destination or, if storage is agreed, when they are delivered into storage under the agreed terms. Ownership of the goods remains with the customer at all times unless a separate written agreement says otherwise. If the customer instructs us to leave items unattended or in a particular location, they do so at their own risk unless we agree in writing to a different arrangement.
We may subcontract part or all of the service to suitably qualified third parties, but we remain responsible for the standard of service provided under these terms, subject to lawful limitations. We reserve the right to substitute vehicles, crew members or methods of transport where reasonably necessary to complete the move safely, efficiently or lawfully. Any such substitution will not materially reduce the overall service quality without good reason.
These terms may be updated from time to time to reflect changes in law, business practice or operational requirements. The version in force at the time the booking is confirmed will normally apply to that booking unless a later change is required by law. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. No failure or delay by us in enforcing any right shall be treated as a waiver of that right.
These Terms and Conditions are governed by the law of England and Wales. Any dispute arising out of or in connection with the service, the quotation, the booking or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. Nothing in these terms is intended to limit statutory rights that cannot legally be excluded or restricted.
The customer acknowledges that a successful move depends on timely communication, accurate information, lawful instructions and reasonable cooperation from all parties. By confirming the booking, the customer agrees that these terms form the complete agreement for the services described and that any additional promises or changes must be agreed in writing. Removal companies Surrey customers rely on should provide clear terms, lawful handling and fair pricing, and these conditions are intended to reflect that standard while protecting both sides of the contract.