Terms and Conditions for Removal Services

These Terms and Conditions apply to all domestic and commercial removal services provided by removal companies Chiswick and set out the basis on which services are booked, paid for, cancelled, performed and, where necessary, limited in liability. By requesting a quotation, confirming a booking, or allowing the movers to commence work, the customer agrees to be bound by these terms. These terms are intended to be fair and transparent and should be read together with any written quotation, inventory, job sheet, or service agreement issued before the move.

In these conditions, “we”, “us” and “our” refer to the removal company, while “you” and “your” refer to the customer or the person legally authorised to act on the customer’s behalf. References to a removal company in Chiswick are for service description only and do not change the legal meaning of these terms. If any part of these terms is inconsistent with a specific written quotation or signed agreement, the signed agreement will take priority to the extent of the inconsistency.

We provide removal services on the understanding that all information supplied by the customer is accurate and complete. This includes the collection and delivery addresses, access details, parking restrictions, floor levels, lift availability, a list of items to be moved, and details of any special handling requirements. If the customer fails to disclose material information, any delay, additional labour, or extra equipment required may result in revised charges. For the avoidance of doubt, these terms apply whether the job is a full house move, office relocation, student move, or any other agreed moving service.

1. Booking process
The booking process begins when the customer requests a quotation and provides enough information for us to assess the work. Quotation estimates may be based on video survey, photos, inventory list, site visit, or written description. Unless expressly stated otherwise, all quotations are subject to confirmation and are not binding until accepted by both parties. A booking is only secured once we confirm availability, the customer accepts the quotation, and any required deposit or pre-authorisation is received.

We may ask for further information before confirming a booking, especially where access is restricted, items are unusually heavy or valuable, or there is a risk that the move may require additional handling. The customer must ensure that the details supplied during booking remain accurate up to the move date. If the actual service differs materially from the information provided, we reserve the right to amend the price, change the crew size, deploy a different vehicle, or, where necessary, decline to proceed until suitable arrangements are agreed.

Any date or time given for arrival is an estimated slot and not a guaranteed exact time unless specifically stated in writing. While we make every reasonable effort to meet agreed timings, delays may occur because of traffic, weather, previous jobs running late, or circumstances beyond our control. A customer’s booking may also be subject to site access conditions, parking permissions, and building rules. The customer remains responsible for securing any permits, notifying building management, or arranging any permissions needed for the move.

2. Payments
Payment terms will be stated on the quotation or invoice. Unless agreed otherwise, deposits are payable on booking, with the balance due before unloading, on completion, or by the deadline stated on the invoice. We may require payment in cleared funds before commencing work where the job is carried out for a new customer, involves storage, or includes additional services such as packing, dismantling, or disposal. Accepted payment methods may include bank transfer, debit card, credit card, or other methods notified in advance.

All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on the company’s tax status, which will be made clear in the quote. If the customer requests changes after booking, or if the move takes longer than anticipated because of factors outside our control, additional charges may apply. Examples include waiting time, extra loading or unloading time, additional flights of stairs, long carry distances, congestion charges, parking fines caused by customer error, or the need for supplementary manpower.

Unless the quotation expressly states that a fixed price applies, estimates are based on the scope described at the time of booking. If the actual work differs, we may revise the final invoice to reflect the services provided. Any invoice not paid by the due date may attract interest and recovery costs to the fullest extent permitted by law. We also reserve the right to suspend services, retain goods where lawful, or refuse future bookings from customers with overdue balances.

3. Cancellations and rescheduling
The customer may cancel or request to reschedule a booking by giving notice in writing or through the agreed booking method. Where a deposit has been paid, the treatment of that deposit will depend on the amount of notice given and the nature of the booking. If a cancellation is made at short notice, we may retain part or all of the deposit to cover administrative costs, vehicle allocation, and loss of opportunity. The exact cancellation charges, if any, will be stated in the quotation or confirmation.

If the customer cancels on the day of the move, fails to provide access, is not present when required, has not arranged keys, or cannot complete the move because the premises are not ready, we may charge the full or partial booked amount, together with any reasonable costs already incurred. Where we agree to reschedule, the new date will be subject to availability and may require an amended price if labour, fuel, or third-party costs have changed. We will always try to act reasonably in dealing with changes, but repeated rescheduling may lead us to cancel the booking.

We may also cancel or postpone a booking if proceeding would be unsafe, unlawful, or impossible, including where weather conditions, vehicle access issues, staff shortages caused by illness, or inaccurate booking information materially affect our ability to carry out the job. In such cases, we will endeavour to offer an alternative date or a refund of sums paid for services not performed, subject to any lawful deductions for work already completed or third-party charges already incurred on the customer’s behalf.

4. Customer responsibilities
The customer must ensure that all items to be moved are prepared in a reasonable and safe condition. Fragile items should be packed appropriately unless packing has been expressly included in the service. Electrical appliances should be disconnected, plumbing disconnected if required, and liquids, perishable goods, and dangerous materials removed unless we have agreed in writing to handle them. The customer must notify us of any items that are especially heavy, awkward, valuable, fragile, or requiring specialist handling.

The customer is responsible for ensuring adequate access to both properties, including parking arrangements, key collection, stair access, lift use, and any building restrictions. If a delay is caused by inadequate access, the customer may be charged for waiting time or additional labour. The customer must also secure, where required, any permissions from landlords, managing agents, neighbours, or local authorities. We are not responsible for disputes arising because such permissions were not obtained in advance.

Unless otherwise agreed, the customer should arrange for children, pets, and non-essential persons to remain clear of work areas for safety reasons. We may refuse to move items that are unstable, leaking, improperly packed, contaminated, or likely to cause injury or damage. Where a customer insists that we proceed against our advice, we may require a written instruction confirming that the work is to be carried out at the customer’s risk, to the extent permitted by law.

5. Liability and exclusions
We will exercise reasonable care and skill in performing the services. However, our liability is limited to the extent permitted by the Consumer Rights Act 2015, the Supply of Goods and Services Act 1982 where applicable, and other relevant UK law. We are not liable for loss or damage arising from inaccurate customer information, inherent weakness in furniture or packaging, pre-existing defects, normal wear and tear, or items that were not adequately secured, wrapped, or labelled.

Unless caused by our negligence, we are not liable for damage to items of exceptional value unless their nature and value were declared in advance and we agreed in writing to handle them under specific conditions. This includes, for example, antiques, jewellery, artworks, cash, documents, and irreplaceable items. Customers should consider obtaining suitable insurance cover for high-value possessions. Any insurance arranged by us will only apply according to its terms, conditions, and exclusions, and may not cover every type of loss or damage.

Our total liability for any claim arising from a particular move shall not exceed the amount paid or payable for the specific service giving rise to the claim, except where such limitation is prohibited 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 lawfully be excluded. Claims for loss or damage must be notified promptly and, where possible, before the goods are unpacked or moved on, so that we may inspect and document the issue.

6. Waste regulations and disposal
If our service includes the removal of unwanted items, packaging waste, or furniture for disposal, the customer authorises us to transport and handle such waste in accordance with applicable UK waste regulations. We will act as a responsible waste carrier where required and will dispose of waste through lawful and environmentally appropriate channels. We do not accept responsibility for items that the customer has not clearly identified as waste or for waste concealed among items to be moved.

The customer must not ask us to remove hazardous waste, clinical waste, asbestos, chemicals, gas cylinders, oils, solvents, or other regulated materials unless we have expressly agreed in writing and are lawfully permitted to do so. If such materials are discovered during loading, we may halt the move, isolate the item where safe, and require the customer to arrange specialist removal. Any costs resulting from incorrect declarations about waste content may be charged to the customer, including disposal fees, contamination charges, or costs imposed by third-party facilities.

Where waste transfer documentation, receipts, or records are required by law, we will maintain them as appropriate. The customer agrees to provide accurate descriptions of any items handed over for disposal and to confirm ownership or authority to dispose of them. If items are left with us for disposal, ownership transfers only to the extent permitted by law and subject to applicable waste rules. We may refuse disposal requests that would breach legal, environmental, or licensing obligations.

7. Delays, storage, and force majeure
We are not responsible for delays caused by events outside our reasonable control, including extreme weather, road closures, accidents, strikes, civil disturbance, acts of terrorism, fire, flood, pandemics, or failures by third parties. If such an event prevents or materially delays performance, our obligations will be suspended for the duration of the event and we will take reasonable steps to resume the service as soon as practicable. Additional costs caused by prolonged delay may be charged if they are reasonable and unavoidable.

If delivery cannot be completed because the customer is absent, the destination is inaccessible, or keys are unavailable, we may place items into temporary storage if lawful and feasible, with all associated costs payable by the customer. Storage arrangements may be subject to separate terms, insurance conditions, and fees. We will take reasonable care of goods while in our custody, but we do not guarantee that all items can remain in the vehicle or be held indefinitely at the original move price.

The customer acknowledges that certain goods may require specialist storage or handling and that delays can affect fragility, temperature-sensitive items, and perishable goods. We are not liable for deterioration resulting from the nature of the goods or from delays not caused by our negligence. If a delay makes it impossible to perform the move safely, we may suspend the job until conditions improve or agree a revised service plan with the customer.

8. Governing law
These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where the customer is resident in Scotland or Northern Ireland and applicable consumer rules require otherwise. This does not affect any mandatory consumer rights that cannot be contracted out of under UK law.

Any waiver of a breach of these terms shall be effective only if made in writing and shall not operate as a waiver of any subsequent breach. If any provision of these terms is found to be invalid or unenforceable, that provision will be severed to the minimum extent necessary and the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right will prevent us from relying on that right later.

These terms represent the entire agreement between the parties in relation to the services, except for any written quotation, invoice, or signed variation. Nothing in this document is intended to create a partnership, agency, or employment relationship between the customer and the company. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms as the basis on which the removal company will provide the agreed services.