Terms and Conditions for Removal Services
These Terms and Conditions set out the basis on which removal services are provided by a removal company in Bow and are designed to be clear, fair, and legally robust. By making a booking, the customer agrees to be bound by these terms, which apply to domestic and commercial relocations, packing support, loading, transport, unloading, storage-related handling, and associated services agreed in writing. These conditions should be read carefully before confirming any booking, as they explain the responsibilities of both parties and the limits of the service provider’s obligations.
1. Interpretation and scope
In these terms, references to “we”, “us”, and “our” mean the removal service provider, while “you” and “your” mean the customer, client, or person acting on behalf of the customer. The term removal services includes all moving-related tasks expressly included in the quotation, estimate, or booking confirmation. Any service not expressly described in writing is excluded unless later agreed by both parties. The customer acknowledges that a removals company Bow may need to make operational decisions to complete the service safely and efficiently, including vehicle allocation, crew size, route planning, and time scheduling.
2. Formation of contract
A binding contract is formed when the customer accepts our quotation, estimate, or written confirmation and pays any required deposit or otherwise confirms the booking in a manner accepted by us. Verbal discussions are not binding unless confirmed in writing. If there is any inconsistency between a quotation and these terms, the written quotation or booking confirmation will prevail to the extent of that inconsistency. We reserve the right to decline any booking where information supplied is incomplete, inaccurate, or materially changes before the moving date.
3. Booking process
To obtain a quotation, the customer should provide accurate details about the move, including property type, access conditions, inventory size, special items, parking restrictions, lift availability, and any fragile, valuable, or unusually heavy possessions. The quotation may be based on a site survey, video survey, photographs, inventory list, or customer declaration. If the move differs from the information supplied, we may revise the price, crew size, timing, or service scope. The customer must ensure that all access details are truthful and complete. Failure to disclose relevant information may result in delay charges, additional labour fees, or cancellation of the service where safe performance is not possible.
4. Customer obligations before the move
The customer is responsible for preparing goods for transport unless packing has been specifically included. This includes disconnecting appliances, defrosting fridges and freezers in good time, emptying drawers where required, and ensuring that items are not overfilled, leaking, or unsafe to move. The customer must secure permissions for parking, access, lift use, and any building rules affecting the move. Where a building management company, landlord, or local authority imposes restrictions, the customer must tell us in advance. A reliable Bow removal company depends on the customer’s cooperation to avoid delays and loss.
5. Packing and handling standards
Where packing materials or packing labour are provided, we will take reasonable care to pack items using suitable materials and recognised professional methods. However, we do not accept responsibility for pre-packed items unless damage is caused directly by our negligence. Fragile goods, artwork, mirrors, electronics, antiques, and items of sentimental value should be identified in advance. Where necessary, we may refuse to handle items that are insecurely packed, contaminated, dangerous, or unsuitable for transport. We may also request a customer signature confirming any special handling instructions or known pre-existing defects.
6. Payments
Payment terms will be stated in the quotation 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, card payment, or another approved method, but cash acceptance is subject to operational discretion. All quoted prices are based on the information provided at the time of estimate and may change if the scope of work changes, access conditions differ, or waiting time is incurred. If additional time, labour, materials, or transport are required beyond the original booking, the customer agrees to pay the relevant charges. Any late payment may result in interest and reasonable recovery costs where permitted by law.
7. Cancellations and postponements
The customer may cancel or reschedule by giving notice in writing or by another accepted method. Cancellations made well in advance may be subject to a reasonable administration fee or loss of deposit if the booking was reserved exclusively for the customer. Where cancellation occurs close to the moving date, and we have already committed labour, vehicles, or third-party resources, additional charges may apply. If the customer postpones the move, we will try to offer a new date, but availability cannot be guaranteed. We may cancel or suspend the service if the customer fails to pay any required amount, provides false information, or creates an unsafe working environment.
8. Delays, waiting time, and access problems
We will use reasonable efforts to arrive within the agreed time window, but moving services are subject to traffic conditions, weather, mechanical issues, and events beyond our control. Time estimates are not guaranteed unless expressly stated as fixed. If access is blocked, parking is unavailable, lifts cannot be used, or the premises are not ready for loading or unloading, waiting charges may apply. If the delay becomes excessive, we may treat the situation as a customer-caused postponement or cancellation. The customer is responsible for providing safe, lawful, and practical access for the vehicle and crew.
9. Liability and insurance
We will exercise reasonable care and skill in providing the service. Our liability for loss or damage arising from our negligence is limited to the value of the affected item or items, subject to any exclusion or cap stated in the quotation and any applicable insurance arrangement. We are not liable for loss or damage caused by:
- inadequate packing by the customer;
- inherent weakness, wear, or pre-existing damage;
- items not disclosed as fragile, valuable, or hazardous;
- normal wear and tear during loading, transport, or unloading;
- delays caused by traffic, weather, road closures, or authority action;
- events outside our reasonable control.
10. Claims procedure
Any loss or damage must be reported as soon as reasonably possible and, in any event, within a reasonable period after the move. Claims should include sufficient detail to allow assessment, including item description, evidence of condition before the move where available, and any supporting documents. We may inspect the item or request it be retained for inspection. If an item can be repaired, we may choose to repair rather than replace it, provided this is reasonable. Where compensation is payable, it will not exceed the item’s fair replacement or repair value, subject to the limitation of liability and any insurance outcome.
11. Waste, disposal, and environmental regulations
Where our service includes disposal, clearance, recycling, or removal of unwanted items, the customer agrees that only lawful waste may be transferred to us. The customer must not present asbestos, chemicals, oils, clinical waste, gas bottles, solvents, pressurised containers, batteries requiring special treatment, or any other regulated hazardous material unless we have expressly agreed and have the necessary approvals. Any waste collection, tip run, or disposal service will be carried out in accordance with applicable waste management legislation, duty of care requirements, and environmental rules. We may request details of the items for disposal and may refuse any load that appears unsafe, contaminated, or unlawful.
12. Ownership and authority
The customer warrants that they own the goods being moved or have the authority of the owner to instruct us. If the items belong to a third party, the customer confirms they have obtained permission to arrange the removal. We accept no responsibility for disputes over ownership unless a court or other competent authority decides otherwise. If there is any disagreement at collection or delivery about what should be moved, we may suspend the job until instructions are clarified. Any additional time caused by such disputes may be chargeable.
13. Prohibited or dangerous items
For safety and legal reasons, we may refuse to move items that are illegal, dangerous, contaminated, perishable, explosive, or unsuitable for transport. This includes items that may damage our vehicles, endanger the crew, or breach transport regulations. If prohibited goods are discovered after loading has started, we may remove them from the vehicle and stop the service until the issue is resolved. The customer will be responsible for any costs, losses, or penalties arising from their failure to disclose such items. A professional removal company in Bow must comply with safety and transport obligations, and the customer agrees to cooperate fully in this regard.
14. Subcontractors and assignment
We may use suitably qualified subcontractors or agents to perform some or all of the service. Any such party will act under our direction or according to the agreed arrangement. We may assign our rights under the contract where lawful, but the customer may not assign the benefit of the service without our written consent. This ensures that the service can be delivered efficiently while maintaining appropriate accountability and standards.
15. Complaints and dispute handling
If the customer is dissatisfied with any aspect of the service, they should raise the issue promptly so that we can investigate and, where appropriate, take corrective action. We aim to deal with concerns fairly and within a reasonable time. Minor issues should be reported as soon as practicable after completion, while detailed evidence may be requested for more significant claims. Where a dispute cannot be resolved informally, both parties agree to attempt to settle the matter through good-faith negotiation before starting formal proceedings, unless urgent legal action is necessary.
16. Force majeure
We are not liable for failure or delay in performance caused by events beyond our reasonable control, including severe weather, accidents, strikes, fire, flood, government action, road closures, utility failures, or emergency incidents. If a force majeure event prevents performance, we may postpone the booking, provide an alternative date, or cancel the service without liability for indirect loss. Any deposits paid may be transferred to a rearranged date where practical, subject to availability and the circumstances of the disruption.
17. Data and privacy
Where personal information is collected for quotation, booking, invoicing, or service delivery, it will be used only for legitimate business purposes and handled in line with applicable data protection law. We may store customer details, move instructions, access notes, and payment records for administrative, legal, and accounting reasons. The customer should only provide information necessary for the service and should ensure that any third-party data supplied has been shared lawfully.
18. Changes to the service
Any change to the booking after confirmation must be agreed by both parties. Changes may affect price, schedule, crew size, insurance requirements, or equipment needs. If the customer requests additional services such as extra packing, storage handling, dismantling, or disposal, these may be chargeable at the rates notified at the time or in a revised quotation. We reserve the right to refuse amendments that would make the service unsafe, unlawful, or commercially impractical.
19. Severability and waiver
If any provision of these terms is found by a court or other competent authority to be invalid or unenforceable, that provision shall be interpreted to the minimum extent necessary or, if required, severed, and the remainder of the terms will continue in force. Any failure or delay by us in enforcing a right or remedy does not constitute a waiver of that right or remedy.
20. Governing law and jurisdiction
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory legal rules provide otherwise. By booking with us, the customer confirms acceptance of this legal framework and acknowledges that these terms form the full basis of the agreement unless varied in writing by authorised representatives of both parties.