Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which removal services are provided by removal companies in Soho and should be read carefully before a booking is confirmed. By requesting a quotation, making a reservation, or allowing a team to begin work, the customer agrees to be bound by these terms. They are intended to create a clear understanding of the service, the responsibilities of both parties, and the limits that apply to transport, handling, storage, disposal, and associated administrative matters. Nothing in these terms affects your statutory rights as a consumer under applicable UK law.

For the purposes of these terms, references to “we”, “us”, and “our” mean the removal company providing the service, and references to “you” or “the customer” mean the person, business, landlord, tenant, or authorised representative who makes the booking. Where a third party arranges the service on someone else’s behalf, that person confirms they have authority to do so. Any variation to these conditions must be agreed in writing. Removal services in Soho may include domestic moves, office relocations, item transport, loading and unloading, packing support, furniture disassembly, waste removal, and related tasks, subject always to the scope agreed at booking.

The terms below are designed to support a professional and lawful service. They cover the booking process, prices and payment, cancellations, liability, waste handling, prohibited items, and the law that applies if a dispute arises. Please note that estimates are based on the information supplied at the time of enquiry and may change if the actual job differs materially from what was described. We recommend that customers read the full agreement before confirming any removal company services.

Booking Process

A booking is usually made after an enquiry and quotation. We may ask for details such as the addresses involved, access conditions, the size and type of property, the number of items, the presence of stairs or lifts, parking restrictions, and whether any fragile or unusually heavy goods are included. Quotes may be provided verbally or in writing. Unless expressly stated otherwise, a quotation is based on the information available at the time and may be revised if the job changes. A booking becomes binding only when it has been accepted by us and, where required, a deposit or prepayment has been received.

You are responsible for ensuring that all information provided is accurate and complete. If the inventory, access details, or time requirements change before the service date, you must notify us as soon as reasonably possible. Failure to disclose relevant information may lead to additional charges, delays, reduced service availability, or cancellation by us. We reserve the right to decline any job if the conditions at the property make performance unsafe, unlawful, or materially different from those agreed. Removal company terms are based on the facts supplied at booking, so accuracy is essential.

Prices, Deposits and Payments

Prices may be calculated on an hourly, fixed-fee, or item-based basis, depending on the type of service requested. Any estimate is exclusive of charges that arise from waiting time, parking penalties caused by unavailable permits or incorrect instructions, additional labour, extra stops, storage, packing materials, specialist lifting equipment, or waste disposal fees unless stated otherwise. Where a fixed quote is given, it applies only to the agreed scope. If the scope increases, the price may be adjusted to reflect the extra work. We will normally explain any significant change before continuing.

Payment terms will be confirmed at booking or on the invoice. Unless agreed otherwise, payment is due on completion of the service and may be required by bank transfer, card, or other accepted method. In some cases, a deposit is required to secure the date and time. Deposits are usually non-refundable except where cancellation rights apply or where we cancel the booking without lawful reason. Any unpaid balance may be subject to interest and recovery costs where permitted by law. We may withhold further work, goods, or documentation until all sums due are paid in full.

Late payment, chargebacks made without valid grounds, or failure to honour agreed payment arrangements may result in the suspension of services, refusal of future bookings, and recovery action. Removal companies in Soho may also ask for proof of identity or authority to release or receive goods if there is any concern about fraud, unauthorised instructions, or dispute over ownership. If prices are displayed with VAT, it will be shown clearly. If VAT is not charged, this will also be stated.

Cancellations, Rescheduling and Customer Delay

You may cancel or reschedule a booking by giving notice in writing or by another agreed method. Cancellation charges may apply depending on how much notice is provided and whether labour, vehicles, permits, or third-party services have already been committed. Unless a different schedule is set out at booking, the following principles apply: cancellations made with substantial notice may receive a refund of some or all prepaid amounts, subject to any non-recoverable costs; shorter notice may result in a partial or full charge; and same-day cancellations may be charged in full where the team has already been dispatched or the job cannot reasonably be reallocated.

If you are not ready for the service at the agreed time, or if access is delayed because keys, lifts, parking, loading bays, or site clearance are unavailable, waiting time may be charged at the applicable rate. If the delay causes us to miss other bookings, we may treat the appointment as cancelled by you and charge accordingly. Where weather, road closures, strike action, or other events outside our control affect the schedule, we will use reasonable efforts to rearrange the service, but we are not liable for indirect loss caused by such disruption. Removal company services depend on access and timing, so prompt readiness is important.

Liability and Care of Goods

We will exercise reasonable care and skill when handling goods, loading vehicles, and carrying out the agreed service. However, our liability is limited to loss or damage caused by our negligence, breach of contract, or failure to use reasonable care. We are not responsible for pre-existing damage, inherent weakness, poor packaging, defective assembly, hidden faults, or items that were already unstable, broken, or unsuitable for transport. Fragile items, artwork, mirrors, electronics, plants, antiques, and high-value possessions should be declared in advance and packed appropriately.

You remain responsible for backing up data, removing personal information, and taking out essential documents, cash, jewellery, keys, and other valuables before the job begins. Unless expressly agreed in writing, we do not provide insurance for items packed by you. Where we pack items ourselves, liability may still be limited if the item is fragile, poorly made, or susceptible to damage in transit. Our total liability for any proven claim will, to the extent permitted by law, be capped at the lower of the amount paid for the affected service or the amount recoverable under any applicable insurance policy. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any matter that cannot lawfully be excluded.

Claims for loss or damage must be made within a reasonable time after discovery and supported by relevant evidence, such as photographs, item descriptions, and proof of value where appropriate. We may require an opportunity to inspect the item and to investigate the circumstances before accepting responsibility. If you ask us to move items through narrow access, lift them over obstacles, dismantle furniture, or carry out other tasks that increase risk, you accept that the chance of minor scuffs or incidental marks may be higher. Removal services are undertaken with care, but they cannot guarantee that all risk is eliminated.

Customer Responsibilities

You must ensure that the property is reasonably accessible, that routes are clear, and that the items to be moved are ready at the agreed time unless we have agreed to provide packing or preparation assistance. Any special instructions should be given in advance, including building rules, security arrangements, parking restrictions, lift bookings, and site permits. You are responsible for obtaining any permissions needed from landlords, managing agents, neighbours, or other relevant parties. If we are prevented from working because permissions were not obtained, we may charge for lost time and any additional costs incurred.

You must not ask us to carry out unsafe, illegal, or improperly authorised work. This includes moving goods that are stolen, hazardous, explosive, highly flammable, or otherwise prohibited. You confirm that you have the right to instruct us to handle the items included in the booking and that the goods are not subject to seizure, dispute, or legal restriction unless this has been disclosed and agreed. We may refuse to transport or store any item that appears suspicious, contaminated, improperly declared, or unsuitable for handling. If we do so, payment for completed work remains due.

Waste Regulations and Disposal

Where the service includes waste removal, disposal, or clearance, the customer must clearly identify which items are to be treated as waste and which items are to be retained. We will act in accordance with applicable UK waste regulations, including requirements relating to lawful carriage, transfer, and disposal. Waste may only be taken to authorised facilities or handled by licensed third parties where required. We may request details about the nature of the waste to ensure compliance, especially where the load may contain electrical equipment, mattresses, upholstered furniture, chemicals, paint, or other regulated materials.

Waste must be described accurately. If items are wrongly classified as reusable goods, or if prohibited substances are concealed among general waste, we may suspend the job, notify the relevant authorities where required, and recover all costs arising from the delay or non-compliance. You agree not to place hazardous, clinical, asbestos-containing, or otherwise restricted waste in a load unless this has been specifically accepted in writing. Transfer notes, receipts, or disposal records may be retained where required by law. By using the waste removal element of the service, you acknowledge that lawful disposal is a shared responsibility and that misleading declarations may lead to additional charges or refusal of service.

Recycling and reuse may be prioritised where practicable and lawful. However, we make no guarantee that any item will be donated, repurposed, or separated unless this forms part of the agreed service. Removal company terms and conditions relating to waste are intended to support compliance, transparency, and traceability across the disposal process.

Storage, Uncollected Goods and Abandoned Items

If goods are left behind, cannot be delivered, or are not collected as arranged, we may place them into short-term storage or retain them until further instructions are provided, subject to reasonable charges. We may also charge for additional handling, return delivery, or re-delivery. If items remain uncollected for an extended period after notice has been given, we may treat them as abandoned to the extent permitted by law and arrange disposal or sale to recover storage and administrative costs. We will act reasonably before taking such steps and will follow any legal notice requirements that apply.

If we store goods temporarily, our responsibility will be limited to exercising reasonable care, and any specialist storage conditions must be agreed in writing. Perishable items, live plants, documents requiring controlled conditions, or goods with limited shelf life should not be left with us unless expressly accepted. We are not liable for deterioration caused by the nature of the goods themselves. Customers should keep copies of any important records and should remove essential items before the move begins.

Events Outside Our Control

We are not liable for delay, non-performance, or increased costs caused by events outside our reasonable control. These may include extreme weather, fire, flood, road traffic incidents, vehicle breakdown, industrial action, civil disturbance, power failure, government restrictions, access failure, or acts of third parties. If such an event occurs, we will use reasonable efforts to continue the service, rearrange the booking, or agree an alternative solution. Either party may cancel affected services where performance becomes impossible or unsafe, but each case will be assessed on its facts.

Nothing in these terms requires us to proceed where doing so would expose our staff, contractors, or your property to unacceptable risk. If a job cannot be completed because of circumstances outside our control, charges may still apply for work already performed, travel already undertaken, and costs already incurred. We will aim to be fair and proportionate in any adjustment, taking into account the stage reached and the reason for interruption.

Governing Law and Disputes

These terms and any dispute or claim arising from them, their subject matter, or their formation are governed by the laws of England and Wales. If you are a consumer, you may have rights to bring proceedings in the courts of your home jurisdiction within the UK where permitted by law. Any dispute should first be raised in writing so that the matter can be reviewed and, where appropriate, resolved through discussion, clarification, or an agreed adjustment. Both parties should act reasonably and provide supporting information promptly.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. A failure or delay by us in enforcing any right does not waive that right. These terms represent the entire agreement between the parties in relation to the service, except where a written variation has been agreed. By proceeding with a booking, you confirm that you have read, understood, and accepted the conditions that apply to the removal service.