Terms and Conditions for Removal Services by Removal Company Acton
These Terms and Conditions set out the basis on which Removal Company Acton provides domestic and commercial removal services in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. They are designed to create a clear, fair, and practical agreement covering the booking process, payments, cancellations, liability, waste handling, and the legal framework that applies to the services we provide.
The purpose of these terms is to make expectations transparent. A removal service often involves multiple stages, including planning, access arrangements, packing, loading, transport, delivery, and, where requested, disposal of unwanted items. Because of this, it is important that both parties understand what is included, what is excluded, and what responsibilities rest with the customer before, during, and after the move.
For the avoidance of doubt, references to “we”, “us”, and “our” mean the removal company providing the service, and references to “you” and “your” mean the customer, sender, or person entering into the contract. These terms apply alongside any written quotation, booking confirmation, inventory list, or agreed specification, and where there is any conflict, the written service confirmation will take priority unless otherwise required by law.
1. Booking Process
A booking is normally made once you accept our quotation and provide the information needed to plan the service. This may include the collection and delivery addresses, property access details, preferred dates, estimated volume, item descriptions, parking restrictions, lift access, floor level, and any special handling needs. Accurate information is essential because removal charges and scheduling are based on the details supplied at the time of enquiry.
We may provide an estimate, a fixed-price quotation, or a quote subject to survey. If the service is based on an estimate, the final charge may change if the scope of work differs from what was originally described. A fixed-price quotation is valid only for the service specifically described and assumes that the information given is complete and correct. Any additional items, delays, waiting time, or extra labour requested on the day may be charged separately.
A booking is not confirmed until we have accepted your request and, where required, received any deposit or advance payment. Once confirmed, we will reserve the agreed date and allocate resources accordingly. You are responsible for checking the booking confirmation carefully and notifying us promptly of any errors, including incorrect addresses, contact details, dates, or service requirements.
We reserve the right to refuse or cancel a booking if the work requested is unsafe, illegal, unsuitable, or materially different from the information provided. If a survey is required before confirmation, the booking may remain provisional until the inspection has taken place and the final scope has been agreed. Any quote provided verbally should be treated as indicative until it has been confirmed in writing.
2. Customer Responsibilities
You must ensure that the premises and all items to be moved are ready at the agreed time. This includes packing or protecting items if that is part of your chosen service, clearing access routes, securing pets, and arranging permissions where necessary. If parking permits, building access codes, or lift reservations are needed, you must obtain them in advance unless we have agreed in writing to do so on your behalf.
You are responsible for identifying any items that require special handling, such as antiques, fragile goods, electrical equipment, liquids, valuables, or items with sentimental value. We may refuse to transport certain goods if they are hazardous, prohibited, likely to leak, or inadequately packed. Where items are packed by you, we are not responsible for damage caused by insufficient or unsuitable packing unless our team was negligent.
All items offered for removal must belong to you or be under your lawful control. By booking the service, you confirm that you have the right to instruct us to move, store, deliver, or dispose of the listed items. You agree not to include any restricted or illegal items in the move, including but not limited to weapons, unauthorised controlled substances, or materials that are unsafe to transport.
3. Payments and Charges
Charges will be based on the quotation, the final scope of work, and any additional agreed services. Payment terms will be stated in the booking confirmation or invoice. Unless otherwise agreed, payment is due immediately upon completion of the work. For larger projects, we may require a deposit or staged payments before the service begins or before delivery is completed.
We accept only the payment methods specified at the time of booking or invoicing. If payment is made by bank transfer, it must clear in full before the service is deemed paid. If card payment is available, the cardholder must be present or otherwise authorised to make the transaction. We may withhold unloading, delivery, or disposal until outstanding balances have been settled.
Prices may increase where there are changes to the original job specification, including extra items, long carries, difficult access, delays caused by you, additional trips, or unexpected labour. If the actual work materially exceeds the agreed quote, we will explain the reason for the adjustment where reasonably possible. Any disputed amount must still be paid on time, without prejudice to your right to raise a complaint or request review later.
4. Cancellations, Postponements and Waiting Time
If you need to cancel or reschedule, you should notify us as soon as possible. The amount refundable, if any, will depend on how much notice is given and whether costs have already been incurred. If a deposit has been taken, it may be retained partly or fully to cover administrative expenses, reserved crew time, vehicle allocation, or third-party costs, subject always to applicable law.
Where you cancel after the team has been dispatched or has arrived at the property, we may charge for time spent, travel costs, and reasonable wasted expenses. If the move cannot proceed because access is blocked, the property is unavailable, or required information was not provided, this may be treated as a late cancellation. We may also charge waiting time if our team is kept idle beyond a reasonable period due to circumstances within your control.
We may postpone or cancel the service if weather, traffic, accidents, vehicle breakdown, illness, or other events outside our reasonable control prevent safe completion. In such cases, we will seek to rearrange the service within a reasonable time. We are not liable for indirect losses arising from a postponement, provided we act reasonably and use best efforts to minimise disruption.
5. Liability and Limitations
We will take reasonable care when carrying out removal work and will use suitably trained personnel and appropriate equipment. However, our liability is limited to loss or damage caused by our proven negligence, breach of contract, or failure to exercise reasonable skill and care. We are not responsible for pre-existing damage, normal wear and tear, or defects that were already present in items, buildings, or access points before the service began.
Unless otherwise required by law, we are not liable for indirect or consequential losses such as loss of profit, loss of business, missed appointments, emotional distress, or loss of opportunity. Our total liability for any claim arising from the service will not exceed the amount paid or payable for the particular service in question, except where the law prevents such limitation. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
You must notify us of any damage or loss as soon as reasonably possible and in any event within a reasonable period after completion of the job. A claim should include sufficient information to allow investigation, such as photographs, item descriptions, and, where relevant, proof of ownership or value. Failure to report a problem promptly may make it difficult for us to assess the issue fairly.
6. Packing, Loading and Handling
Where packing services are included, we will use reasonable care and appropriate materials, unless a different standard has been agreed. Fragile or valuable items should be declared in advance. If you request a faster service or choose self-packing, you accept that the risk of damage may be higher. Items that are dismantled or assembled by us will be handled with ordinary care, but we are not responsible for pre-existing faults, poor-quality fittings, or manufacturer defects.
We may refuse to move any item that is unsafe, excessively heavy for the available access, or likely to cause damage to property or injury to personnel. Our team may decide on the safest loading order and the most practical method of handling items. You agree to follow reasonable instructions from our staff where needed to complete the removal safely and efficiently.
We may use subcontractors or trusted partners to perform part or all of the service. If so, those parties will be expected to work to standards consistent with these terms. We remain responsible for the service we have agreed to provide, subject to the limitations set out in this document and any applicable law.
7. Waste Regulations and Disposal
Where waste removal, clearance, or disposal forms part of the service, all disposal activities will be carried out in accordance with UK waste regulations. We will transfer, transport, and dispose of waste only at authorised facilities or through lawful routes. You agree that any waste placed in our care may be sorted, separated, and processed in a manner consistent with environmental and regulatory requirements.
You must not request us to dispose of hazardous waste unless we have expressly agreed to do so and are permitted to handle it. Hazardous materials may include chemicals, asbestos, medical waste, oil, gas cylinders, batteries, paint, solvents, and other items subject to special controls. If prohibited waste is discovered among items to be removed, we may isolate it, refuse it, or return it to you at your expense if safe and lawful to do so.
We may ask you to confirm the nature of items being discarded, particularly where there is a risk that items could be reused, recycled, or classified as controlled waste. Once items are lawfully collected for disposal, ownership may pass to us or to our disposal partner, subject to the agreed service and any legal requirements. Reusable goods may be separated for donation, recycling, or recovery where permitted.
8. Insurance, Storage and Temporary Possession
We may hold items temporarily during a move, for example while loading, unloading, or waiting for access. If storage is specifically agreed, separate storage conditions may apply in addition to these terms. Unless stated otherwise, our service does not amount to long-term storage, and you should not assume we are acting as a warehouse keeper.
Where insurance is available, the terms, exclusions, and value limits will be explained in the relevant service documentation. Customers are encouraged to maintain their own insurance for items of high value or special significance, as standard removal cover may not fully reflect replacement cost. Any declared value requirements must be provided accurately before the move begins.
If items remain uncollected or undeliverable due to your failure to provide instructions, make payment, or arrange access, we may store or retain them for a reasonable period and charge reasonable storage or re-delivery costs. If lawful disposal becomes necessary after repeated attempts to contact you, any action taken will be handled in accordance with applicable legislation and reasonable commercial practice.
9. Delays, Force Majeure and Service Interruptions
We are not in breach of contract if performance is delayed or prevented by events beyond our reasonable control, including severe weather, road closures, strikes, accidents, fire, flooding, power failures, public health restrictions, or actions by third parties. In such cases, we will act reasonably to mitigate the impact and, where possible, rearrange the service.
Estimated arrival or completion times are provided in good faith but are not guaranteed unless specifically agreed as a contractual commitment. Traffic, access issues, and unforeseen loading conditions can affect timing. We will keep you informed where reasonably practicable, but timing changes alone will not usually entitle you to compensation unless the delay is caused by our negligence or a breach of these terms.
If the service is interrupted partway through for reasons beyond our control, we may charge for work already completed and for reasonable costs incurred. Any remaining balance of the job may be rescheduled on a new date subject to availability and further agreement.
10. Complaints and Dispute Resolution
If you are unhappy with any aspect of the service, you should raise the matter promptly so that we can investigate. Most issues can be resolved more efficiently when reported while the work is ongoing or immediately afterwards. We may ask for photographs, notes, invoices, or other evidence to help us assess the concern.
We aim to deal with complaints fairly and in a reasonable time. If a problem is accepted as our responsibility, we may offer repair, replacement, partial refund, or another suitable remedy depending on the circumstances and legal obligations. The chosen remedy will reflect the nature of the issue and the extent of any proven loss.
If a dispute cannot be resolved informally, both parties should first attempt to negotiate in good faith before starting formal proceedings. Nothing in this section prevents either party from seeking urgent relief where necessary or from exercising any statutory rights that cannot be waived.
11. Governing Law
These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.
These terms may be updated from time to time to reflect changes in law, regulation, business practice, or service structure. The version in force at the time of booking will apply to your contract unless a later change is required by law or expressly agreed in writing. Your continued use of our removal services following notice of updated terms will indicate acceptance of the revised version where legally permitted.
By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these service terms for Removal Company Acton. They are intended to support a professional, lawful, and reliable removals service while protecting both customer and provider interests in a clear and balanced way.