Southwark Removals Service Terms and Conditions

These Southwark removals service terms and conditions set out the basis on which we provide domestic and commercial moving services, including packing, loading, transport, unloading, and associated handling. By making a booking, you confirm that you have read, understood, and accepted these terms. They are designed to create a clear agreement between the customer and the removals provider, covering the booking process, payment arrangements, cancellation rights, liability limitations, waste handling responsibilities, and the law that applies to the contract.

Throughout these terms, references to “we”, “us”, and “our” mean the removals service provider, and references to “you” or “your” mean the customer, client, or authorised representative. These terms apply to all house removal services, office relocations, collection and delivery work, furniture transport, and any related service agreed in writing or confirmed during booking. If any special conditions are agreed for a specific move, those conditions will apply only where they do not conflict with these standard terms.

Our aim is to provide a professional and transparent removals service agreement that reflects UK consumer and business practices. However, it remains your responsibility to ensure that the information you provide is accurate, that access arrangements are suitable, and that any items requiring special care are declared in advance. Failure to do so may affect timings, costs, and the scope of our obligations.

All bookings are subject to availability and acceptance by us. A quote may be based on the information you provide by telephone, email, online form, or in person. Quotes are normally issued on the assumption that the inventory, access, parking, loading conditions, and service requirements are accurate and complete. If the actual move differs from the information supplied, we may revise the quote to reflect the additional time, labour, equipment, or vehicle size needed for the job.

To secure a booking, we may require confirmation in writing and, in some cases, a deposit or upfront payment. A booking is not guaranteed until you receive our confirmation. You must check the booking details carefully, including dates, addresses, scope of work, estimated time, and any agreed extras such as dismantling, packing materials, or storage transfer. If any detail is wrong, you must tell us promptly so that the booking can be amended.

We reserve the right to refuse or cancel a booking where the service requested is unsafe, unlawful, impractical, or beyond our operational capacity. This may include situations where access is unsuitable for the vehicle, parking restrictions are not disclosed, the load exceeds the quoted volume, or the items include goods that require specialist handling not arranged in advance. In such cases, we will notify you as soon as reasonably possible and may offer a revised quotation or alternative date if appropriate.

Payment terms will be confirmed at the time of booking or before the job begins. Unless otherwise agreed, payment is due immediately upon completion of the service and before or at the point of unloading. We may accept card payment, bank transfer, or other agreed methods. Where a deposit is required, it forms part of the total price and may be non-refundable in the circumstances set out below. Any outstanding balance must be paid without deduction or set-off.

If the move takes longer than estimated due to factors outside our control, including delays with access, waiting time, added labour, extra journeys, changes to the inventory, or customer-requested additions, the price may increase accordingly. Charges for packing materials, stair carry, long carry, dismantling, reassembly, or specialist handling may be added if not already included in the quote. We will aim to explain additional costs before they are incurred where reasonably possible.

If payment is not made when due, we may suspend the service, withhold delivery, charge reasonable administration costs, and/or apply lawful interest on overdue sums where permitted. We may also require advance payment for future services from customers who have previously failed to pay on time. Any disputed amount should be raised promptly, but you must still pay any undisputed balance by the due date.

You may cancel a booking by giving notice in writing. Cancellation charges may apply depending on the notice period and the arrangements already made for your move. If you cancel at short notice, we may retain all or part of any deposit and charge for reasonable costs already incurred, including labour allocated, vehicle scheduling, and materials purchased specifically for your job. The closer the cancellation is to the agreed date, the more likely it is that charges will apply.

Where a booking is postponed rather than cancelled, we will try to reschedule subject to availability. A change of date is not guaranteed and may be treated as a cancellation followed by a new booking if the original slot cannot be reused. If we cancel due to circumstances beyond our control, we will usually offer a new date or a refund of any sums paid for the cancelled service, limited to amounts not already spent on agreed costs.

We may also cancel or suspend the service if you fail to provide access, the property is not ready, the inventory materially differs from the agreed list, or the conditions at the collection or delivery point are unsafe. In those cases, waiting time and wasted journey costs may be charged. Our UK removals terms are intended to deal fairly with both sides, while recognising that the service depends on timely cooperation from the customer.

We will exercise reasonable care and skill in performing the service. However, removals involve handling heavy, awkward, and sometimes fragile items, and some risk of loss or damage remains. Our liability is limited to loss or damage caused by our proven negligence, breach of contract, or failure to take reasonable care. We are not responsible for pre-existing damage, normal wear and tear, or defects in items that are fragile, unstable, or poorly assembled unless we have agreed in writing to handle them under special conditions.

Unless otherwise agreed, you are responsible for ensuring that items are adequately packed, labelled, and protected. If we pack items for you, our liability may still be limited where the item was inherently fragile, unusually valuable, or vulnerable due to its condition. We are not liable for loss of data, software, or digital files unless specifically agreed. We are also not liable for indirect or consequential loss, such as loss of profit, missed appointments, business interruption, or emotional distress, except where such exclusion is not permitted by law.

If an item is lost or damaged and you wish to make a claim, you must notify us in writing as soon as reasonably practicable and provide evidence of the item, its condition, and its value. We may require photographs, receipts, repair estimates, or other reasonable proof. Any claim must be made within a reasonable period, and no later than the deadline stated in our booking confirmation if one is provided. Our maximum liability, where permitted, will usually be limited to the repair cost, replacement value, or a pre-agreed declared value, whichever is lower and subject to the terms of the booking.

Certain goods require special treatment and may be excluded from a standard moving service. This may include cash, jewellery, passports, medicines, hazardous materials, firearms, flammable substances, gas canisters, perishable food, live animals, and any item whose transport is restricted by law. You must tell us in advance about antiques, artwork, IT equipment, oversized items, appliances that need disconnection, or anything especially valuable or fragile. We may decline to carry such items unless suitable packaging, access, and insurance arrangements are in place.

You are responsible for securing the premises and ensuring that all items to be moved are available at the agreed time. If you request that items be left unattended at the delivery address, you do so at your own risk unless we expressly agree otherwise in writing. Where keys, access codes, parking permits, or permits are needed, you must make sure they are available. Delays caused by missing access details or unprepared premises may result in extra charges.

Our team may refuse to move items that appear unsafe, overloaded, contaminated, infested, damaged in a way that creates risk, or likely to breach the law. This is part of our duty to protect staff, property, and the public. In the context of a professional removals service, safety and compliance are treated as essential conditions of performance rather than optional extras.

Any waste, unwanted items, packaging, furniture, or debris removed as part of the job must be dealt with in accordance with applicable UK waste laws. If we agree to remove waste, you must clearly identify which items are to be taken away and whether they are for reuse, recycling, or disposal. We do not operate as an unregulated waste carrier, and we will only transport, handle, or dispose of waste where it is lawful to do so and within the scope of our service arrangement.

You remain responsible for ensuring that any waste transferred to us is accurate, lawful to collect, and not contaminated with prohibited materials. Where required, we may ask for confirmation that items are not hazardous or subject to special controls. We may decline waste removal if the load includes electrical items, chemicals, clinical waste, or other restricted materials unless those items can be managed in compliance with relevant regulations and our operational permissions.

We aim to dispose of or recycle materials responsibly and in line with legal requirements, including the duty of care that applies to waste transfer. This may involve taking items to licensed facilities or passing them to authorised handlers. If you ask us to remove and dispose of items, you authorise us to act on your instructions, but you must not ask us to dispose of anything illegally or misdescribe waste in a way that could create regulatory breaches. Any penalties or losses caused by inaccurate instructions may be passed on to you where lawful.

The customer must ensure that the service can be carried out lawfully and safely at both collection and delivery locations. This includes compliance with building rules, landlord requirements, local access restrictions, and any permissions needed for loading or unloading. You are responsible for arranging suitable parking or obtaining any permits required unless we expressly agree to assist. If the law or site rules prevent us from completing the work as planned, we may charge for time spent and any costs incurred.

We may subcontract or assign part of the service to suitably qualified third parties where this helps us complete the job efficiently. Any such party will be expected to work to comparable standards and within the scope of these terms. Title to goods remains with the customer unless otherwise transferred by separate agreement. Risk in transported goods may pass at the point agreed in the booking confirmation, subject to any mandatory legal protections that apply.

These removals and relocation terms do not affect any rights you may have under consumer law where you are acting as an individual for personal purposes. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in force. Failure by us to enforce any clause on one occasion does not mean that we waive the right to enforce it later. Any variation to these terms must be agreed in writing.

We may update these terms from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of your booking will normally apply to that booking unless a later version is expressly agreed in writing. It is your responsibility to review the applicable terms before confirming a new move or repeat service. For clarity, any quotation or service description should be read together with these conditions, not in place of them.

If a dispute arises, both parties should try to resolve it promptly and in good faith. You should first raise the issue with us in writing, providing enough detail for the matter to be reviewed. We will consider complaints relating to billing, timing, damage, service quality, or contractual interpretation and aim to respond within a reasonable period. Nothing in these terms prevents either party from seeking legal advice or pursuing formal remedies where appropriate.

The contract between you and us is governed by the laws of England and Wales. Any dispute arising from or in connection with the service shall be subject to the non-exclusive jurisdiction of the courts of England and Wales. This governing law clause applies whether the booking relates to domestic house moves, office relocations, item collections, or related transport work carried out under the Southwark removals brand.