Moving Company London Terms and Conditions
These Terms and Conditions apply to all removal and associated services provided by Moving Company London. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Company means Moving Company London, the provider of removal and associated services.
Customer means any individual, partnership, company or organisation that books or uses the services of the Company.
Services means removal, packing, loading, transportation, unloading, unpacking, storage, or any other related services provided by the Company.
Goods means the items, belongings, furniture, personal effects, equipment and any other property that the Customer requests the Company to move, handle or store.
Contract means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions.
2. Scope of Services
The Company provides domestic and commercial removal services, including the packing, loading, transportation, unloading and, where agreed in writing, storage of Goods. The exact scope of the Services will be set out in the quotation or confirmation provided to the Customer.
Any additional services, such as packing materials, dismantling or reassembly of furniture, special handling of fragile or high-value items, or access solutions, will be provided only if explicitly agreed as part of the Contract and may incur additional charges.
3. Quotations
All quotations are based on the information supplied by the Customer. Quotations are normally provided free of charge and are valid for the period stated on the quotation, or if no period is stated, for 30 days from the date of issue.
The Company reserves the right to amend or withdraw a quotation if:
The Customer's requirements change.
The information provided by the Customer is inaccurate or incomplete.
Access to the property is significantly different from that originally described.
Additional work is required due to unforeseen circumstances, such as delays not caused by the Company, restricted access, or the presence of items not previously declared.
Unless expressly stated otherwise in writing, quotations do not include insurance beyond the standard liability set out in these Terms and Conditions, customs duties, parking fees, tolls, congestion charges, storage costs, or charges for handling items requiring specialist equipment or additional labour.
4. Booking Process
A booking is only accepted when the Customer confirms acceptance of the quotation and these Terms and Conditions, and the Company issues a booking confirmation. Confirmations may be issued in writing or electronically.
When making a booking, the Customer must provide accurate details, including addresses, property access information, inventory or approximate volume of Goods, intended moving date and any special requirements. The Customer must inform the Company promptly of any changes that may affect the Services.
The Company reserves the right to refuse a booking at its absolute discretion.
5. Customer Obligations
The Customer agrees to:
Ensure that all information supplied to the Company is complete and accurate.
Arrange suitable access at collection and delivery addresses, including any necessary permissions, parking arrangements and keys or access codes.
Ensure that the Goods are properly packed and protected if packing services are not included in the Contract.
Ensure that all documents, valuables, jewellery, cash, and other items of high personal or monetary value are removed from the Goods and retained in their own possession.
Be present or represented during collection and delivery of the Goods to provide instructions and sign relevant documentation.
Comply with all applicable laws and regulations, including those relating to waste and prohibited items.
6. Prohibited and Restricted Items
The Customer must not submit for removal or storage any Goods that are illegal, dangerous, explosive, corrosive, flammable, perishable, or otherwise liable to cause damage or harm, including but not limited to firearms, ammunition, hazardous chemicals, gas cylinders, fuel, toxic substances, live animals, and plants.
Where the Customer intends to include fragile, high-value, or unusually heavy or bulky items, this must be disclosed in advance so that appropriate arrangements can be made. The Company may refuse to handle such items at its discretion or may apply additional charges.
7. Payments and Charges
Unless otherwise agreed in writing, all charges are payable in full prior to or on the day of the move, before commencement of the Services. The Company may require a deposit at the time of booking to secure the moving date.
The Customer agrees to pay all charges as set out in the quotation or as subsequently agreed for additional services. Additional charges may apply for:
Delays caused by circumstances beyond the Company's control.
Waiting time where keys, documentation or access are not available at the agreed time.
Additional Goods or services not originally included in the quotation.
Parking fees, tolls, congestion charges or similar costs incurred during the move.
The Company reserves the right to charge interest on overdue sums at the statutory rate, accruing daily from the due date until payment is received in full. The Company may withhold delivery of Goods or suspend Services until all outstanding sums are paid.
8. Cancellations and Changes
If the Customer wishes to cancel or postpone the Services, the Customer must notify the Company as soon as reasonably possible.
The following cancellation charges may apply, unless otherwise specified in writing:
Cancellation more than 7 days before the agreed service date: no cancellation fee may apply, save for any non-refundable third party costs incurred.
Cancellation between 3 and 7 days before the agreed service date: a reasonable percentage of the quoted price may be charged to cover allocated resources and administration.
Cancellation within 72 hours of the agreed service date: up to 100 percent of the quoted price may be charged.
If the Customer wishes to change the moving date or the scope of the Services, the Company will use reasonable efforts to accommodate the request but cannot guarantee availability. Changes may result in revised charges. If the Customer's requested change cannot be accommodated and the Customer cancels, the cancellation terms set out above will apply.
9. Access and Parking
The Customer is responsible for ensuring that appropriate parking is available for the Company's vehicles at both collection and delivery locations. This includes arranging any permits or authorisations required and ensuring that parking is lawful and safe.
Any parking fines, penalties or additional costs arising from inadequate access or parking issues that are not caused by the Company may be charged to the Customer.
The Customer must inform the Company of any access issues, such as narrow streets, height or weight restrictions, limited loading areas, internal access constraints, or the absence of lifts. Failure to do so may result in additional charges or, in serious cases, the Company may be unable to complete the Services.
10. Liability and Insurance
The Company will take reasonable care in handling, loading, transporting, and unloading the Goods. However, the Company’s liability is subject to the limitations set out in this clause.
The Company’s liability for loss of or damage to Goods arising from its negligence or breach of Contract will be limited to a reasonable sum per item or per consignment, as stated in the quotation or separate documentation. If no specific limit is stated, a standard limit may apply, which may not reflect the full replacement value of the Goods.
The Customer is strongly advised to arrange adequate insurance cover for the Goods to their full replacement value for the duration of the Services and any period of storage. The Company may, where available, offer or arrange additional insurance at the Customer’s request and cost, subject to separate terms and conditions.
The Company will not be liable for:
Loss or damage arising from war, terrorism, strikes, natural disasters, or other events beyond its reasonable control.
Loss or damage to items packed by the Customer where the damage is attributable to poor packing.
Loss of or damage to cash, documents, jewellery, watches, precious metals, or items of special value, unless specifically declared and accepted in writing by the Company.
Indirect or consequential loss, including loss of profits, loss of enjoyment, or emotional distress.
Minor cosmetic damage such as small scratches or marks that are considered reasonable wear and tear from the moving process, where the Company has exercised reasonable care.
Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable, and in any event within a reasonable period after delivery, to allow the Company to investigate. The Customer must provide suitable evidence of loss or damage and allow the Company access to inspect the Goods if required.
11. Limits on Liability for Time and Delays
While the Company will use reasonable efforts to carry out the Services on the dates and times agreed, time is not of the essence unless explicitly agreed in writing. The Company is not liable for delays caused by traffic, road closures, weather, breakdowns, third party actions, or other circumstances beyond its reasonable control.
In the event of a significant delay attributable to the Company’s negligence, the Company’s liability will be limited to a reasonable proportion of the charges applicable to the delayed part of the Services.
12. Waste Regulations and Disposal
The Company operates in line with applicable waste and environmental regulations in the United Kingdom. The Customer must not request the Company to remove or dispose of waste that is hazardous, regulated, or otherwise requires specialised handling, unless this has been expressly agreed in advance and is permitted by law.
The Company is not a general waste carrier unless specifically stated and will not dispose of domestic refuse, construction rubble, or other waste materials as part of a standard removal service. Where the Customer requests removal of unwanted items, the Company will only do so in compliance with relevant regulations and may apply additional charges for disposal or recycling.
If during the provision of the Services the Company reasonably believes that certain items constitute prohibited or hazardous waste, the Company may refuse to transport or dispose of such items and may require the Customer to arrange suitable alternative disposal. The Customer will be responsible for any costs, fines or penalties resulting from any breach of waste regulations attributable to the Customer’s actions or omissions.
13. Storage Services
Where storage services are provided, the terms of this clause apply in addition to the rest of these Terms and Conditions.
The Company will store Goods in a suitable facility and will take reasonable care to protect them. The Customer must not store prohibited or dangerous items, perishable goods, or items that could cause damage or nuisance.
Storage charges are payable in advance, usually on a monthly basis, unless otherwise agreed. The Company may exercise a lien over stored Goods and may withhold release of the Goods until all outstanding charges have been paid.
If storage charges remain unpaid for a prolonged period, the Company may, after giving reasonable notice, sell or dispose of the Goods to recover the sums owed. Any surplus from such a sale, after deducting costs and charges, will be held for the Customer.
14. Complaints
If the Customer is dissatisfied with any aspect of the Services, the Customer should notify the Company as soon as possible so that the issue can be investigated and, where appropriate, resolved.
The Customer should provide a description of the concern, relevant dates and locations, and any supporting information or evidence. The Company will consider the complaint in good faith and aim to respond within a reasonable timeframe.
15. Data Protection
The Company will collect and process personal data about the Customer for the purposes of providing the Services, handling payments, managing bookings and fulfilling its legal obligations. The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom.
The Customer’s details may be used to communicate about the Services and, where permitted by law, to provide information about related services that may be of interest. The Customer may request that such marketing communications cease at any time.
16. Termination
Either party may terminate the Contract immediately by written notice if the other party commits a material breach of its obligations under these Terms and Conditions and fails to remedy that breach within a reasonable period after being requested to do so.
The Company may terminate the Contract with immediate effect if it becomes apparent that the Customer has provided false or misleading information, is engaging in unlawful activity, or requires the Company to handle prohibited items.
On termination, the Customer will remain liable to pay for any Services already provided and any non-cancellable costs incurred by the Company.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services, whether contractual or non-contractual, 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 or claim arising out of or in connection with these Terms and Conditions or the Services.
18. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, that provision shall be deemed deleted, but the remainder of the Terms and Conditions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions, together with the quotation and any written variations agreed by the parties, constitute the entire agreement between the Company and the Customer in relation to the Services. The Customer acknowledges that it has not relied on any statement, promise or representation not expressly set out in this Contract.
The Customer may not assign or transfer its rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or subcontract all or part of the Services, provided that it remains responsible to the Customer for the proper performance of the Services.
The headings used in these Terms and Conditions are for convenience only and shall not affect their interpretation.
