Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which Removals Company Richmond provides domestic and commercial moving services, including packing, loading, transport, unloading, and related logistics. By booking any service with us, the customer agrees to be bound by these terms. Please read them carefully before confirming a booking. These terms are intended to be fair, transparent, and consistent with UK consumer and transport requirements.

For the purposes of these Terms and Conditions, “we”, “us”, and “our” refer to the removal company providing the service, while “you” and “your” refer to the customer, client, or authorised representative making the booking. The service may be offered as a full relocation, partial move, man and van support, furniture transport, or a related removals service. Any estimate, quotation, or schedule provided is based on the information available at the time and may be revised if the scope of work changes.

By proceeding with a booking, you confirm that you are authorised to request the services and that all information supplied to us is true, complete, and not misleading. If you are acting on behalf of another person, business, landlord, tenant, or managing agent, you warrant that you have the authority to agree to these terms. These terms are designed to protect both parties and ensure the move is carried out safely and efficiently.

1. Booking Process

Bookings may be made following an enquiry and a quotation process. To help us provide an accurate estimate, you should give complete and correct details about the property, access conditions, items to be moved, floor levels, parking restrictions, dismantling requirements, and any special handling needs. A quote issued by a Removal Company Richmond may be based on inventory, photographs, a survey, or a description supplied by you. If further information comes to light later, the price, crew size, vehicle size, or timing may need to be adjusted.

Unless stated otherwise, a quotation is an estimate only and is valid for a limited period. The booking is not confirmed until we have accepted it in writing or by electronic confirmation, and any required deposit has been received. We reserve the right to decline a booking where the work requested is outside our capabilities, would breach safety standards, or would be unlawful. If the move includes specialist items such as pianos, antiques, oversized appliances, or fragile goods, you must notify us in advance so that appropriate arrangements can be made.

It is your responsibility to ensure that all access routes are suitable for the service booked. This includes ensuring that lifts, stairwells, corridors, driveways, entrances, and parking arrangements are adequate for the vehicle and crew. Where access is restricted, additional time or equipment may be required. We may charge extra for waiting time, failed access, reattendance, or additional labour if the service cannot be completed as originally planned due to inaccurate or incomplete information.

2. Service Requirements and Customer Responsibilities

You must ensure that items are packed securely unless packing has been explicitly included in the service. Any self-packed boxes should be closed, sealed, and strong enough to withstand normal handling. Fragile, valuable, and personal items should be clearly marked, and you should keep essential documents, jewellery, cash, medicines, keys, and similar personal effects with you. We will not be responsible for items that are not disclosed, are improperly packed by you, or are left unsecured.

You are also responsible for obtaining any permissions, permits, or consents necessary for the move, including building management approval, parking permissions, and access arrangements where required. If delays arise because permissions were not obtained or access is unavailable, we may charge for additional time. You must ensure that appliances are disconnected, freezers are defrosted when requested, and all hazardous or prohibited goods are removed before the move starts. We do not normally transport gas canisters, fuels, explosives, corrosive materials, or other dangerous substances.

If you ask us to dismantle or reassemble furniture, disconnect fittings, or carry out any additional task, this will be done only if it is safe and reasonably practicable. We are entitled to refuse any task that may damage property, compromise safety, or require specialist trade qualifications. Removal services in Richmond and across the UK must be carried out with due care, and we expect customers to cooperate fully to avoid preventable delays or damage.

3. Payments and Charges

Payment terms will be set out in your quotation, booking confirmation, or invoice. Unless otherwise agreed, a deposit may be required to secure the booking, with the balance due on or before completion of the service. We may accept bank transfer, debit card, credit card, or other approved payment methods. Any fees charged by your payment provider are your responsibility unless we state otherwise. We do not accept responsibility for delays caused by failed payments or banking issues outside our control.

Where the service is charged by the hour, the clock may start when the crew arrives at the agreed location or when loading begins, depending on the booking terms. Waiting time, congestion, restricted access, parking delays, repeated trips, and additional handling may increase the final amount payable. If the job differs materially from the original quotation, we may issue an updated price before continuing. Any estimate based on volume or hourly labour may be revised if the actual work is more extensive than expected.

All prices are stated inclusive or exclusive of VAT according to the information provided at the time of booking. If VAT applies, it will be shown separately or included in the quoted amount. You must pay all sums due without deduction or set-off unless required by law. If payment is not made on time, we may suspend further work, withhold delivery, retain goods where lawful, or recover unpaid amounts through reasonable collection procedures.

4. Cancellations, Amendments, and Delays

You may cancel or amend a booking by giving notice in writing or by another agreed method. The amount refunded, if any, will depend on the notice period and whether work preparation has already begun. Deposits may be non-refundable where we have reserved crew, equipment, or vehicle capacity for your booking. If you cancel at short notice, or if the crew is already en route or on site, you may be charged a cancellation fee or the full service price where reasonable and lawful.

We may cancel or reschedule a booking if circumstances beyond our control make it impracticable or unsafe to proceed. Examples include severe weather, traffic disruption, vehicle breakdown, staff illness, access problems, or events that create safety risks. If we cancel, we will offer a new date where possible or refund any amounts paid for undelivered services, subject to our lawful entitlement to retain charges already incurred. We are not liable for indirect losses arising from cancellations caused by events outside our reasonable control.

If you are not ready for collection at the agreed time, if keys are unavailable, or if the premises are inaccessible, we may treat this as a failed attendance and charge accordingly. Likewise, if the destination is not ready for unloading, items may need to remain on the vehicle until access is restored. Timely communication is important, and you should inform us immediately of any issue that could affect the schedule.

5. Liability and Damage

We will take reasonable care of your goods while they are in our possession and will carry out the service with appropriate skill and diligence. However, our liability is limited to losses or damage caused by our negligence or breach of contract, subject to the exclusions and limits in these Terms and Conditions. We are not responsible for pre-existing damage, hidden defects, wear and tear, or damage caused by items being inadequately packed, overloaded, unstable, or unsuitable for transport.

Unless otherwise agreed in writing, we will not be liable for loss of earnings, loss of opportunity, indirect loss, consequential loss, or any business interruption arising from the service. Our responsibility for valuable items may be limited unless they were specifically declared in advance and accepted by us for carriage. You should arrange adequate insurance for items of unusual value or sentimental importance. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

If you believe that an item has been damaged or lost during the move, you must notify us as soon as reasonably possible and provide evidence of the issue. We may inspect the item, request photographs, or require access to the relevant packaging or location. Claims made long after the event may be difficult to assess and may be rejected if timely notification was not given. Any claim will be handled in a reasonable and proportionate manner.

6. Waste Regulations and Prohibited Waste

Where our service includes removal of unwanted items, clearance, or disposal, all waste handling will be carried out in accordance with applicable UK waste legislation, including the requirement to prevent fly-tipping and to use authorised disposal routes. Customers must not ask us to dispose of controlled or hazardous waste unless such disposal has been expressly agreed and can lawfully be carried out. We may require you to identify the contents of waste items so that they can be handled correctly and lawfully.

We may refuse to remove items that are unsafe, contaminated, illegally stored, or otherwise unsuitable for transport or disposal. If waste is collected as part of a clearance service, ownership of the waste transfers to us only to the extent permitted by law and by the agreement made at the time of booking. We may separate recyclable materials, reusable goods, and general waste according to operational and legal requirements. Customers should not place prohibited items in loads without prior approval.

You warrant that any waste you ask us to remove has been honestly described and that you have the right to arrange its transfer or disposal. If inaccurate information results in extra disposal charges, enforcement action, or return of the waste, you agree to cover any additional costs reasonably incurred. We reserve the right to decline any item that may breach environmental law, health and safety obligations, or licensing requirements.

7. Force Majeure and Operational Limits

We shall not be in breach of contract for any delay or failure to perform where the delay or failure is caused by an event beyond our reasonable control. This may include acts of God, fire, flood, accident, industrial dispute, road closure, civil disturbance, extreme weather, governmental restriction, or emergency services intervention. In such cases, we will make reasonable efforts to rearrange the service or reduce disruption where practicable.

We also reserve the right to suspend or stop work where continuing would create a safety risk to staff, customers, the public, or property. This includes situations involving aggression, abuse, unsafe access, structural instability, suspected asbestos, pests, or exposure to hazardous materials. Our crew may leave the site if conditions are dangerous or if instructions given would be unlawful or unsafe. If work is stopped for these reasons, you may still be charged for time worked and reasonable costs incurred.

8. Complaints, Severability, and Changes to Terms

If you are dissatisfied with any aspect of the service, you should raise the issue promptly so it can be reviewed. We aim to deal with concerns fairly and within a reasonable period. Any complaint should include sufficient information for us to understand what happened and assess the issue. Failure to notify us promptly may affect our ability to investigate and may limit any practical remedy we can offer.

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. No waiver by us of any breach shall be deemed a waiver of any later breach. We may update these terms from time to time, and the version in force at the time your booking is accepted will apply to that booking unless a change is required by law.

These terms form the entire agreement between you and us in relation to the service, unless varied in writing by an authorised representative. Any oral statement or prior discussion not confirmed in writing should not be relied upon as altering the contract. We encourage customers to keep copies of quotations, invoices, and booking confirmations for their records.

9. 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 courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising from or related to the service, unless applicable law provides otherwise. This applies to all services supplied by our Richmond removals service and any associated moving, clearance, or transport work.

Nothing in these terms affects your statutory rights as a consumer where you are acting as a private individual. If any mandatory legal rights apply under consumer, contract, waste, or transport law, those rights remain unaffected. The purpose of these Terms and Conditions is to provide a clear framework for the service so that expectations, responsibilities, and legal obligations are understood from the outset.

By confirming a booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you do not agree with any part of them, you should not proceed with the booking. Our removal company Richmond service is committed to providing a professional service within a lawful and reasonable contractual framework.