Terms and Conditions for a Removal Company in Ealing
These Terms and Conditions set out the basis on which our removal company in Ealing provides domestic and commercial moving services, including packing, loading, transport, unloading, and associated handling services. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions are designed to create a clear working relationship between the customer and our team, covering the booking process, payments, cancellations, liability, waste regulations, and governing law. Where a specific service is requested, the exact scope of work will be confirmed in writing, by email, or through the agreed booking process. Any variation to the agreed service may affect the final price, timing, or availability of vehicles and staff.
In these Terms and Conditions, references to “we”, “us”, and “our” mean the removal company providing the service, and references to “you” or “the customer” mean the person or business making the booking. The contract applies to all standard removal services, whether a full property move, partial move, office relocation, or a related logistics arrangement. It also applies where our team is asked to provide labour only, packing support, dismantling, reassembly, storage transfer, or waste removal linked to a move. These terms should be read alongside any quotation, inventory, or booking confirmation issued by us. If any part of the quotation or written confirmation conflicts with these terms, the specific written agreement will usually take priority for that booking only.
We reserve the right to refuse or suspend service where a request is unsafe, unlawful, impossible within the agreed schedule, or materially different from the information provided at booking. The customer is responsible for ensuring that access arrangements, parking permissions, building rules, lift access, and item lists are accurate and up to date. If inaccurate information is supplied, additional charges may apply and service times may change. These terms are intended to be fair and reasonable under UK consumer and contract law, and nothing in them removes any rights you may have that cannot legally be excluded.
Booking Process
All bookings begin with an enquiry and a quotation based on the information provided by the customer. A quotation may be estimated or fixed depending on the service requested and the level of detail supplied. When accepting a quote, the customer must provide accurate information about the size of the move, the number and type of items, access restrictions, parking conditions, fragile goods, and any special handling requirements. For a house removal company or business relocation, the quote may also depend on volume, distance, number of movers required, and any additional equipment needed. We may ask for photos, inventories, or a virtual assessment before confirming the booking.
A booking is only confirmed once we have accepted the request and the customer has received written confirmation. Verbal discussions, price estimates, and preliminary availability checks do not create a binding booking unless confirmed in writing. At confirmation, we may require a deposit or full payment in advance, depending on the nature of the job. The customer must check all booking details carefully, including dates, addresses, access times, and service inclusions. If any detail is incorrect, the customer should notify us promptly so that we can assess whether the booking remains suitable.
The customer must ensure that the premises are ready at the agreed time and that all items listed for removal are available for collection. If a property is not ready, is not safely accessible, or contains significantly more items than declared, the team may need to wait, reschedule, or revise the quotation. We may charge for additional time, labour, or vehicle use where delays are caused by the customer or by circumstances within the customer’s control. Any instructions given on the day of the move must be lawful, practical, and consistent with the booked service. Changes to the booking may be accepted at our discretion, subject to staffing and equipment availability.
Payments and Charges
Payment terms will be confirmed before or at the time of booking. Unless otherwise agreed, charges are based on the quotation, any applicable minimum fees, and any extras that arise from waiting time, additional labour, parking charges, congestion-related costs, or unplanned handling requirements. Where the service is priced by the hour, time begins when the crew arrives at the collection address or another agreed starting point and ends when the service is completed, unless a different arrangement has been confirmed. Where a fixed price has been agreed, it will apply only to the exact service and assumptions set out in the booking confirmation.
We may request a deposit to secure a date. Deposits are normally non-refundable except where we cancel the service without reasonable cause or where the law requires otherwise. Full payment may be required before unloading, at the end of the job, or in advance for certain services such as long-distance moves, storage transfers, or commercial work. If the customer fails to pay on time, we may retain goods only to the extent permitted by law, charge interest on overdue sums where lawful, and recover reasonable costs associated with collecting unpaid fees. All prices are subject to any taxes or charges stated in the quotation, and any bank or card processing fees may be added where disclosed in advance.
The customer is responsible for ensuring that payment details are valid and that sufficient funds are available. If a payment is reversed, disputed without valid reason, or declined after the service has been provided, we may charge administrative costs and pursue recovery of the outstanding amount. In the event of a pricing error caused by an obvious mistake, we reserve the right to correct the price and notify the customer before proceeding. If the customer does not agree to the corrected price, the booking may be cancelled, subject to the cancellation rules below.
Cancellations, Changes, and Delays
A customer may cancel a booking by giving notice in writing. The amount charged for cancellation will depend on the notice given, the resources already allocated, and any non-recoverable costs we have incurred. If cancellation occurs shortly before the scheduled move, we may retain the deposit or charge a cancellation fee that reflects the loss of business and time reserved. If the customer requests a date change rather than a cancellation, we will try to accommodate the change where possible, but we cannot guarantee availability. Repeated changes may lead to a revised quote or the need to rebook entirely.
If we must cancel or postpone a booking because of circumstances beyond our reasonable control, including severe weather, traffic disruption, vehicle breakdown, staff illness, industrial action, or safety concerns, we will notify the customer as soon as reasonably possible. In such cases, our liability is limited to rescheduling the service or refunding any amount paid for the affected portion of the service, unless a greater remedy is required by law. We are not responsible for indirect losses arising from cancellation, including missed completion dates, lost business opportunities, or accommodation costs, except where liability cannot lawfully be excluded. Customers are advised to arrange adequate contingency plans where timing is critical.
Delays may occur due to access problems, waiting for keys, incomplete packing, traffic conditions, or instructions that change during the move. Where delays are caused by the customer, additional charges may apply based on the time, labour, and vehicle costs involved. If the customer is not present at the agreed time and no alternative arrangement has been made, we may leave the site after a reasonable waiting period and charge for wasted attendance. If items are not ready for loading, or if the scope of work materially changes on arrival, we may amend the schedule, issue a revised quotation, or refuse to proceed until the issue is resolved. Our aim is to complete each move safely and efficiently, but punctuality can never be absolutely guaranteed.
Liability and Insurance
We will take reasonable care of the goods entrusted to us and of the property we enter while providing the service. However, removal work involves handling items in varied conditions, and certain risks are outside our control. The customer is responsible for ensuring that goods are suitably packed and protected unless packing has been included in the booked service. We are not liable for damage caused by pre-existing faults, inadequate packing by the customer, inherent weakness in an item, or normal wear and tear during transit. Fragile, valuable, or irreplaceable items should be declared in advance and may require special packing or separate arrangements.
Unless otherwise stated in writing, our liability for loss or damage is limited to the lower of the repair cost, replacement value, or the amount recoverable under any applicable insurance policy arranged for the job, subject to any mandatory legal rights. Customers should check whether their own household, contents, or business insurance covers moving day risks. We do not accept responsibility for items of exceptionally high value unless they have been declared and accepted in advance. This may include cash, jewellery, artwork, antiques, important documents, or electronic equipment requiring specialist handling. If such items are included without notice, any claim may be reduced or rejected where the lack of disclosure affected our ability to protect them properly.
We are not responsible for loss or delay caused by events outside our reasonable control, including fire, flood, adverse weather, road closures, strikes, civil unrest, accidents, or government restrictions. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. If a claim arises, the customer must notify us as soon as reasonably possible and provide evidence of the issue, including photographs, inventory details, and any supporting documents. Failure to report a problem promptly may affect our ability to investigate the matter fairly.
Waste Regulations and Prohibited Items
The customer must tell us in advance if any items to be removed are waste, bulky refuse, electrical goods, construction debris, or materials requiring special handling. Our service may include removal of unwanted items only where this has been agreed and where the items can be handled lawfully. We operate in accordance with UK waste regulations and will not transport, dispose of, or cause the disposal of waste except through lawful and traceable channels. Where waste collection or disposal is included, the customer may be asked to confirm ownership of the items and the right to authorise their removal.
We do not accept hazardous, dangerous, or unlawful goods unless a separate specialist arrangement has been agreed and is lawful to provide. Prohibited items may include flammable substances, asbestos, chemicals, pressurised containers, medical waste, live plants or animals, and any item banned by transport, environmental, or safety legislation. If prohibited items are found among the goods, we may refuse to handle them, segregate them where safe to do so, or pause the move until the issue is resolved. Any additional charges or delays arising from undeclared waste or prohibited materials will be the customer’s responsibility. The customer may also be liable for any fines, penalties, or cleanup costs caused by unlawful disposal instructions.
Where waste is collected, we may keep records required by law, including descriptions of items, transfer notes, or proof of lawful disposal. By instructing us to remove waste, the customer confirms that they have the authority to do so and that the items are not stolen, contaminated, or subject to third-party ownership claims. We may refuse service if we reasonably believe the request would breach environmental law, transport regulations, health and safety requirements, or local site rules. If the customer wants to dispose of confidential materials, they should request appropriate destruction or secure handling in advance. Compliance with waste law is a shared responsibility, and full disclosure helps avoid enforcement issues.
General Conditions and Governing Law
All goods remain the customer’s responsibility unless and until the service agreement provides otherwise, and the customer should ensure that all items are insured, labelled, and ready for transport. We may rely on any inventory, schedule, or instructions supplied by the customer. If a third party such as a landlord, building manager, tenant, or agent gives instructions that conflict with the customer’s request, we will normally follow the customer’s instructions only where lawful and practical. Any waiver or failure by us to enforce a term on one occasion does not mean the term is waived for future bookings. If any part of these Terms is found to be unlawful or unenforceable, the remainder will continue in force.
We may update these Terms and Conditions from time to time to reflect changes in our operations, pricing structure, or applicable law. The version in force on the date of your booking will normally apply to that booking unless a later written agreement is made. These Terms, together with the quotation and booking confirmation, form the entire agreement between the parties for the relevant service. No oral statement or promise will override them unless confirmed in writing by an authorised representative. The customer should keep a copy of the quotation and booking confirmation for reference.
These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any issue arises, both parties should first try to resolve it in good faith and by reasonable communication before starting formal proceedings. Our services are provided on the basis that the customer has had a fair opportunity to review these terms before the booking is confirmed, and that the move will be carried out in a professional, lawful, and respectful manner by the removal company operating under UK standards.