Southwark Removals Service Terms and Conditions
These Southwark removals service terms and conditions set out the basis on which removal services are provided by Southwark Removals to customers using our domestic or commercial moving services. By making a booking, confirming a quotation, or permitting our team to begin work, you agree to be bound by these terms. Please read them carefully before instructing us. These terms are intended to be clear and fair, and they apply alongside any written quotation, booking confirmation, inventory, or service note issued in relation to your move.
In these terms, “we”, “us”, and “our” refer to Southwark Removals, and “you” or “the customer” refers to the person, business, or organisation requesting the service. The word service includes packing, loading, unloading, transportation, furniture disassembly and reassembly, storage handling where agreed, and related moving tasks. If any part of your booking differs from these terms in a written agreement, the written agreement will take priority to the extent of that difference.
These conditions are designed to support a professional removals service while making responsibilities transparent. They are not intended to remove your statutory rights as a consumer where applicable. If you are booking on behalf of a company, organisation, or landlord, you confirm that you have authority to accept these terms on their behalf. By proceeding, you acknowledge that removal work can involve handling heavy, fragile, valuable, or awkward items, and that reasonable care will be taken throughout.
Booking process begins when you request a quotation or ask us to reserve a date. A booking is only confirmed when we accept the job, agree the required service level, and you confirm acceptance of the quotation or estimate. We may ask for information about the size of the property, access conditions, parking, item volumes, stairs, lift availability, and any special handling requirements. The accuracy of the information you provide is important because it affects planning, labour, and vehicle allocation.
Our quotation may be based on an hourly rate, a fixed fee, or a combination of both. Unless clearly stated otherwise, quotations are based on the details supplied at the time of booking. If the actual move differs materially from the information given, we may revise the price, service scope, team size, timing, or vehicle requirement. We reserve the right to decline or amend a booking if access is restricted, if the load exceeds the agreed description, or if the job presents a safety risk.
Once a booking is accepted, you are responsible for ensuring that the premises, items, and route are ready for the agreed start time. This includes arranging parking permissions where needed, securing access, and making sure that fragile or valuable items are clearly identified. If you wish to add extra tasks, such as dismantling additional furniture or carrying items beyond the original scope, this may be treated as a variation to the Southwark removal agreement and charged accordingly.
Payments must be made in accordance with the method and timing stated in the booking confirmation or invoice. Unless agreed otherwise in writing, a deposit may be required to secure the date, with the balance due on completion of the service or before unloading, depending on the nature of the job. For larger projects, staged payments or advance payment requests may apply. We may refuse to commence or continue work if payment terms are not met.
All prices are stated in pounds sterling and may be subject to applicable taxes where required by law. Any estimate of labour time is based on the information supplied and cannot guarantee a final total unless a fixed-price agreement has been expressly confirmed. Waiting time, delays caused by access problems, customer unpreparedness, traffic restrictions, parking fines caused by lack of suitable arrangements, and additional services requested on the day may be charged separately. A removals company cannot reasonably be expected to absorb costs caused by circumstances outside its control.
If payment is made by bank transfer, card, cash, or another approved method, you must ensure that funds clear in full. Any chargeback, failed payment, or reversed transaction may be treated as a breach of contract. We may recover any associated administration fees, bank charges, collection costs, and reasonable enforcement costs permitted by law. We reserve the right to suspend future bookings where outstanding sums remain unpaid.
Cancellations and rescheduling should be notified as soon as possible. If you need to cancel or move the date, we will aim to accommodate a new arrangement where operationally feasible, but availability cannot be guaranteed. Cancellation charges may apply depending on how much notice is given, whether a deposit was taken, and whether staff, vehicle, or specialist equipment has already been allocated. The closer the cancellation is to the scheduled time, the more likely it is that costs will be incurred.
If you cancel after the team has departed for your property, or if we are unable to complete the work because you are not ready, refuse access, fail to secure permits, or do not provide required information, we may charge a minimum call-out fee or the full quoted amount where loss has been incurred. If you request a postponement, any deposit may be transferred to the new date at our discretion, subject to availability and any revised pricing. We do not guarantee transfer of discounts, promotional rates, or timed availability across rescheduled dates.
We may also cancel or postpone a job if conditions are unsafe, unlawful, or materially different from those disclosed. Such conditions may include severe weather, vehicle restrictions, unsafe access, infestations, structural hazards, or conduct by the customer or occupants that makes the work impracticable. In these situations, we will act reasonably and, where appropriate, refund any unearned amount after deducting costs already reasonably incurred. These rights apply equally to any removal service booking made in advance or on short notice.
Liability is limited to loss or damage caused directly by our negligence or breach of contract, and only to the extent permitted by law. We will use reasonable care and skill in handling items, but we are not responsible for pre-existing damage, hidden defects, inadequate packing by the customer, or deterioration caused by age, wear, or unsuitable condition of the item. Unless expressly agreed, we do not accept liability for internal contents not visible or disclosed to us before movement.
It is your responsibility to ensure that drawers are emptied, appliances are disconnected by a qualified person where necessary, and fragile or high-value items are properly packed or identified. We do not normally accept responsibility for jewellery, money, documents, works of art, antiques, irreplaceable items, or other high-value goods unless we have expressly agreed in writing to handle them and you have declared their nature and value before the move. Any claim relating to damage must be raised as soon as reasonably possible and supported by evidence.
Where we supply packaging materials or undertake packing, we may still decline liability for damage caused by inherent fragility, insufficient protection selected by the customer, or movement of contents during transit despite reasonable care. If our liability is established, our remedy may be repair, replacement, or a monetary payment up to the fair market value of the affected item, taking account of age and condition. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded.
Waste regulations apply where the service includes collection, disposal, clearance, or the removal of unwanted items. We will only remove waste where doing so is lawful, safe, and within the scope of the agreed service. The customer must accurately describe any materials to be removed, including electrical items, mattresses, bulky waste, building debris, confidential materials, or substances that may require special handling. We may refuse to transport or dispose of any item that is hazardous, prohibited, illegally dumped, contaminated, or otherwise unsuitable.
You are responsible for ensuring that any waste presented for collection is yours to dispose of, or that you have lawful authority to instruct us to remove it. If items are to be treated as waste, ownership should be transferred clearly at the point of collection. We may require you to separate recyclable, reusable, and general waste, and we may charge additional fees if sorting, loading, or disposal requires extra labour or specialist facilities. Fly-tipped waste, controlled waste, asbestos, chemicals, gas cylinders, sharps, and similar materials will not be handled unless legally permitted and specifically agreed in writing.
Where applicable, waste transfer notes, receipts, licences, or other documentation may be issued or retained in accordance with legal obligations. You agree to provide truthful information about the origin, type, and quantity of waste. If false or incomplete information is provided and this results in additional costs, delays, penalties, or regulatory issues, you agree to indemnify us for the resulting losses to the extent permitted by law. We operate in line with relevant waste regulations and expect all customers to cooperate fully with compliance requirements.
Customer responsibilities include being present or represented at the collection and delivery points, confirming inventories where used, and ensuring that any instructions given on the day are lawful, accurate, and consistent with the booking. You should protect floors, walls, and access routes if you are concerned about scuffing or damage, although our team will take reasonable care while moving items. Any parking charges, access fees, or permits required for the job remain your responsibility unless expressly included in the quote.
We are entitled to rely on instructions provided by you, your authorised representative, or anyone reasonably appearing to have authority to act on your behalf. If you change instructions during the move, we may need to adjust timing, labour, equipment, or route. Delays caused by lack of readiness, incorrect addresses, incorrect keys, unavailable lift access, or failure to unlock premises may result in additional charges. Our obligation is to perform the agreed Southwark removals work with reasonable care, not to guarantee the elimination of every possible risk inherent in moving property.
If a claim arises, you must give us a reasonable opportunity to inspect any alleged damage and, where appropriate, to remedy it. You must preserve packaging, damaged items, and relevant photographs or records. Failure to provide timely notice or to mitigate loss may reduce or eliminate recovery where permitted by law. Nothing in these terms affects your right to seek relief under mandatory consumer legislation or other applicable statutory rights. Our aim is to resolve issues fairly and promptly, with proportionate communication and evidence-based assessment.
Termination of the service may occur if either party materially breaches the agreement. We may end the booking immediately if your conduct is abusive, unsafe, unlawful, or prevents us from carrying out the work. We may also terminate if you withhold essential information, demand work outside the agreed scope without acceptance of revised charges, or refuse to cooperate with lawful safety or compliance requirements. In such cases, you remain liable for work already completed and any costs reasonably incurred.
If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No delay or failure by us to enforce a right shall operate as a waiver of that right. These terms may be updated from time to time to reflect operational, legal, or regulatory changes, but the version in force at the time of your booking will ordinarily apply unless a later variation is agreed in writing. This helps keep the removals terms consistent and workable.
Governing law and jurisdiction: these terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service, quotation, booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any customer is based elsewhere in the United Kingdom, the service relationship will still be interpreted according to the applicable law stated here, subject always to any non-excludable consumer protections that apply.