Removal To Service Terms and Conditions

These Terms and Conditions set out the basis on which Removal To provides removal, transport, and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order or confirming a booking.

1. Definitions and Interpretation

In these Terms and Conditions, the following words have the meanings given below.

Service means any domestic or commercial removal, packing, transport, storage, clearance, or associated service provided by Removal To.

Customer means the person, company, or organisation that makes the booking and is responsible for payment of the Service.

Goods means any items, furniture, belongings, waste, or materials handled, transported, or removed by us as part of the Service.

Contract means the legally binding agreement between Removal To and the Customer, formed in accordance with these Terms and Conditions.

Premises means any property, building, site, or location where we are required to collect, deliver, or handle Goods.

2. Scope of Services

Removal To provides domestic and commercial removal and clearance services within the UK, including but not limited to collection, loading, transport, unloading, and where agreed, packing and unpacking of Goods.

The exact scope of the Service will be set out in our quotation and any written confirmation we provide to you. Any additional work requested on the day of the Service that was not included in our quotation may be subject to additional charges and will only be carried out at our discretion and where operationally feasible.

3. Booking Process

3.1 Initial enquiry

You may request a quotation by providing accurate and complete information about the Premises, the Goods to be moved or removed, access arrangements, and any special requirements. Quotations are based on the information you provide and may be revised if that information is incomplete or inaccurate.

3.2 Quotations

Our quotations are normally given as a fixed price or estimated price, depending on the nature of the job. Quotations are valid for the period stated on the quotation or, if none is stated, for 30 days from the date of issue. Quotations are exclusive of any parking charges, congestion charges, tolls, ferry charges, or other third party fees unless specifically stated otherwise.

3.3 Forming the contract

A binding Contract is formed when you accept our quotation in writing or through our booking system and we confirm the booking in writing. We reserve the right to decline or cancel a booking at our discretion prior to confirmation.

3.4 Customer responsibilities at booking

When booking, you are responsible for:

Providing accurate details of all addresses and access points.

Describing all Goods to be moved, including any heavy, fragile, or high value items.

Informing us of any restricted access, stairs, lifts, parking limitations, time restrictions, or other access issues.

Confirming whether any items require disassembly or reassembly.

Informing us of any items that may be considered hazardous, restricted, or controlled waste.

4. Payments and Charges

4.1 Pricing

Our charges are based on the type of Service, the volume or weight of Goods, distance travelled, access conditions, time required, and any additional services requested. All prices are quoted in pounds sterling and, where applicable, include VAT at the current UK rate unless otherwise stated.

4.2 Deposits

We may require a deposit to secure your booking. The amount and due date of any deposit will be specified in our quotation or booking confirmation. Deposits are generally non-refundable unless otherwise stated in these Terms or required by law.

4.3 Payment terms

Unless agreed otherwise in writing, full payment is due on or before the day of the Service, and in any event prior to completion of unloading or clearance. For account customers, separate payment terms may apply as agreed in writing.

We may suspend or refuse to start or continue a Service if payment is not received in accordance with the agreed terms.

4.4 Additional charges

Additional charges may apply where:

The Service takes longer than estimated due to circumstances outside our control or due to incomplete or inaccurate information provided at the time of quotation.

We encounter restricted access, such as long carrying distances, many stairs, or unsuitable loading or unloading conditions.

Extra Goods or services are requested that were not included in the original quotation.

We incur parking charges, fines, tolls, or similar costs as a result of instructions you give or lack of suitable parking arranged by you.

4.5 Late payment

If a payment is late, we reserve the right to charge interest on overdue amounts at the statutory rate permitted under UK law and to recover any reasonable costs of pursuing the debt.

5. Cancellations, Postponements, and Amendments

5.1 Customer cancellation

You may cancel your booking by giving us written notice. Any applicable cancellation charges will depend on how much notice you provide prior to the scheduled Service date:

More than 7 days before the Service: any deposit paid may be refunded at our discretion, less any non-recoverable costs we have incurred.

Between 7 days and 48 hours before the Service: we may retain all or part of the deposit, or charge up to 50 percent of the quoted price.

Less than 48 hours before the Service: we may charge up to 100 percent of the quoted price.

5.2 Postponement or changes by the customer

If you wish to change the Service date, times, or scope, you must notify us as soon as possible. We will try to accommodate your request, but this cannot be guaranteed. Changes may be treated as a cancellation and new booking, and may incur additional charges.

5.3 Cancellation or changes by Removal To

We may cancel or postpone the Service where:

We are unable to carry out the work safely due to weather conditions, access issues, or risks to our staff.

You have not complied with these Terms, including payment terms.

Events occur that are beyond our reasonable control and prevent us from providing the Service.

In such cases, we will notify you as soon as reasonably practicable and, where appropriate, offer a rebooking without additional charges, or a refund of sums paid for Services not provided.

6. Customer Obligations

You agree to:

Ensure that you or an authorised representative is present at the Premises during the Service to provide access, instructions, and sign any necessary documentation.

Arrange suitable parking and any necessary permits for our vehicles as close as possible to the Premises.

Ensure that all Goods to be moved are ready for collection, properly packed where this is your responsibility, and clearly separated from any items not to be moved.

Secure and protect any delicate surfaces, flooring, or fixtures at the Premises where required.

Disconnect, defrost, and secure appliances prior to the Service unless we have expressly agreed to carry out such work.

Comply with all applicable laws and regulations relating to the Goods, including those relating to hazardous materials and waste.

7. Goods We Do Not Accept

Unless agreed in writing, we do not carry or handle:

Explosives, firearms, weapons, or ammunition.

Hazardous, toxic, or flammable materials, including gas cylinders, solvents, chemicals, and asbestos.

Illegal goods or substances.

Livestock, pets, plants requiring special environmental conditions, or perishable food items.

High value items such as jewellery, cash, precious metals, or important documents that should be kept with you at all times.

We may refuse to transport or handle any item that, in our reasonable opinion, poses a risk to health, safety, property, or the environment.

8. Liability and Limitations

8.1 Our duty of care

We will exercise reasonable care and skill in providing the Service and handling your Goods. However, our liability is subject to the limitations set out in this section.

8.2 Excluded types of loss

We are not liable for:

Indirect, special, or consequential loss, including loss of profit, loss of business, or loss of opportunity.

Loss or damage arising from inherent vice, defects, or vulnerability of the Goods, including wear and tear or pre-existing damage.

Loss or damage to Goods packed by you or on your behalf, unless there is clear evidence of our negligence in handling.

Loss or damage resulting from your failure to comply with these Terms or to provide accurate information.

8.3 Limits of liability for damage to Goods

Unless otherwise agreed in writing, our total liability for loss of or damage to Goods, arising from any single event or series of connected events, is limited to a fair market value of the damaged item at the time of the loss, subject to a reasonable overall cap per job. You should ensure that you have adequate insurance in place for your belongings, particularly for high value items.

8.4 Damage to premises

We will take reasonable care when moving Goods at your Premises. We are not liable for cosmetic damage to internal or external decorations, flooring, or fixtures that is a reasonably foreseeable risk of carrying out the Service, such as scuffs to paintwork in tight stairwells, unless caused by our failure to exercise reasonable care and skill.

Any damage to property or premises must be reported to us in writing as soon as reasonably practicable and no later than 7 days after the Service.

8.5 Time limits for claims

You must notify us in writing of any loss of or damage to Goods, or any other complaint, as soon as reasonably practicable and in any event within 7 days of completion of the Service. We may not be liable for any claim notified outside this period unless you can show that it was not reasonably possible to notify us earlier.

9. Insurance

We maintain insurance appropriate for a professional removal and clearance service operating within the UK. These Terms set out how our liability is limited. You are strongly advised to arrange your own additional insurance for Goods, especially for high value items, as our liability may not cover the full replacement cost of your belongings.

10. Waste Handling and Environmental Regulations

10.1 Legal compliance

Removal To operates in accordance with applicable UK waste and environmental regulations. Where our Service includes removal and disposal of waste or unwanted items, we will only use licensed facilities and transfer sites as required by law.

10.2 Customer responsibilities for waste

You are responsible for informing us in advance if any Goods constitute controlled, hazardous, or regulated waste. This includes but is not limited to electrical equipment requiring special disposal, chemicals, oils, paints, and materials containing asbestos.

If you fail to disclose that Goods include such waste, you may be liable for any additional costs, fines, penalties, or losses arising from improper classification or handling.

10.3 Disposal and recycling

Items collected for disposal may be reused, recycled, donated, or sent to appropriate waste facilities, depending on their condition and the type of material, in accordance with current regulations and best practice. Once items have been removed for disposal as part of the Service, you will not have any right to reclaim them.

11. Access, Health, and Safety

We reserve the right to refuse to carry out any part of the Service where our staff reasonably consider that it would be unsafe or that access is inadequate. This may include, for example, unsafe staircases, unstable structures, or the presence of hazardous substances.

You must ensure that passageways, driveways, and entrances are clear and reasonably safe for our staff and vehicles. You are responsible for any injury or damage arising from unsafe conditions at the Premises that are within your control.

12. Data Protection and Privacy

We will collect and process personal information about you in order to manage your booking, carry out the Service, and handle any enquiries or complaints. We will handle such information in accordance with applicable UK data protection laws and only keep it for as long as reasonably necessary for these purposes or as required by law.

13. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our Service, please raise the issue with us as soon as possible so that we can seek to resolve it promptly. Most concerns can be addressed informally by our customer service team.

If a dispute arises that cannot be resolved informally, both parties agree to attempt in good faith to resolve the matter through negotiation before considering legal action.

14. Events Beyond Our Control

We are not liable for any failure to perform, or delay in performing, any of our obligations under the Contract where such failure or delay results from events or circumstances beyond our reasonable control. This may include, without limitation, extreme weather, road closures, traffic incidents, industrial action, accidents, acts of terrorism, or compliance with any law or government order.

15. Variation of Terms

We may amend these Terms and Conditions from time to time. The version in force at the time you confirm your booking will apply to your Contract. Any changes after that point will not affect an existing booking unless we are required by law to apply them.

16. Severability

If any provision of these Terms is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision will be removed or limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, their subject matter, or formation, are governed by and construed in accordance with the laws of England and Wales.

Both parties agree that 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 or the Service, except that if you are a consumer resident in another part of the United Kingdom, you may also bring proceedings in your local courts.

By booking or using the services of Removal To, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.