Terms and Conditions for Removals Croydon
These Terms and Conditions set out the basis on which Removals Croydon provides moving, packing, collection, delivery, loading, unloading, and related services. By making a booking, confirming a quotation, or allowing our team to commence work, the customer agrees to be bound by these terms. They are designed to create a clear, fair, and lawful agreement between the customer and the service provider, whether the job involves a house move, flat move, office move, single-item transport, or other removal services. Please read them carefully before booking.
In 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, or organisation placing the booking. These terms apply to all standard domestic and commercial removal services unless a separate written agreement states otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
The purpose of these terms is to explain how bookings are accepted, how payments are made, when cancellations may be charged, how liability is limited, and how waste is handled in accordance with applicable UK law. For clarity, any estimate or quotation provided before booking is based on the information supplied at that time and may be revised if the actual service requirements differ. The customer is responsible for checking that all information provided is accurate and complete.
1. Booking Process
A booking for removal services in Croydon is only confirmed when we have accepted the customer???s request and issued written confirmation, which may be by email or another agreed written format. Prior to confirmation, any quotation provided is an invitation to proceed rather than a binding offer. We reserve the right to refuse a booking where the requested service is unavailable, unsafe, outside our operational capacity, or otherwise unsuitable.
When requesting a booking, the customer must provide accurate details including the move date, collection and delivery addresses, access conditions, approximate volume or number of items, parking restrictions, floor levels, lift availability, and any items requiring special handling. If the customer withholds or misstates material information, we may revise the quotation, alter the vehicle size or crew required, or treat the booking as cancelled by the customer if the service can no longer be performed on the original terms.
Once a booking has been accepted, the customer is responsible for ensuring that someone is available at the collection and delivery points to authorise access, confirm inventory items, and approve any required decisions during the move. If keys, permissions, parking arrangements, or building access are not ready at the agreed time, delays may occur and additional waiting charges may apply. We will use reasonable efforts to keep the move on schedule, but timing estimates are not guaranteed unless expressly stated in writing.
2. Prices and Payments
Our quotations may be based on an hourly rate, a fixed fee, a part-fixed structure, or a combination of these depending on the nature of the job. Unless clearly stated otherwise, all prices are exclusive of VAT and any applicable surcharges. The quotation normally covers labour, vehicle use, and standard transport as described in the booking details. Extra charges may apply for long carries, stairs, difficult access, waiting time, congestion, parking penalties, ferry or toll charges, or additional services requested on the day.
The customer agrees to pay all sums due in accordance with the payment terms set out in the confirmation. We may require a deposit to secure the date, and the balance must be paid by the method specified, which may include bank transfer, card payment, or another approved payment method. Unless agreed otherwise in writing, payment must be made immediately upon completion of the service or before unloading where advance settlement is required.
Late payment may result in interest, recovery costs, and suspension of further services, to the extent permitted by law. If a payment is reversed, disputed without reasonable grounds, or declined, the customer remains liable for the full amount plus any associated bank or administrative charges. We may also withhold delivery or continue to retain goods where lawful until outstanding sums are settled. Any discounts, promotional offers, or special rates are valid only for the period and conditions stated at the time of quotation.
3. Cancellations, Postponements, and Amendments
If the customer wishes to cancel or reschedule a booking for house removals Croydon or any related service, notice must be given as soon as possible. Cancellation charges may apply depending on how much notice is provided, the resources already allocated, and whether specialist staff, vehicles, parking arrangements, or third-party services have been committed. Any deposit paid may be non-refundable in whole or in part, subject to the notice given and the costs we have reasonably incurred.
If cancellation occurs after we have dispatched the team, vehicle, or equipment, the customer may be charged for travel time, waiting time, labour already performed, and any losses directly arising from the cancellation. Where a move is postponed rather than cancelled, we will try to accommodate an alternative date, but availability cannot be guaranteed. A postponed booking may be treated as a cancellation if a new date cannot be agreed within a reasonable period.
We may also cancel or delay a booking where circumstances beyond our control make performance impractical or unsafe, including severe weather, traffic disruption, accidents, vehicle breakdown, staff illness, building restrictions, or other force majeure events. In such cases, we will use reasonable efforts to rearrange the service, but we will not be responsible for any indirect loss caused by the delay, to the extent permitted by law.
4. Customer Responsibilities
The customer must ensure that all items are properly packed and ready for transit unless packing has been included in the service. Fragile items, valuable items, and goods requiring specialist handling should be declared in advance. The customer should also remove or secure loose parts, drain appliances where appropriate, and ensure any prohibited or dangerous goods are separated from the removal load. We may refuse to transport items that are unsafe, illegal, improperly packaged, or unsuitable for carriage.
It is the customer???s responsibility to obtain any permissions required for access, parking, building entry, or use of lifts and loading bays. If permits, keys, or passcodes are needed, these must be available at the time of service. The customer is also responsible for ensuring that items being moved are owned by them or that they have authority to instruct us to move them. Any losses arising from a lack of authority or inaccurate instructions will be the customer???s responsibility.
The customer should keep children, pets, and non-authorised persons away from the work area during loading and unloading for health and safety reasons. We may suspend work if conditions at the premises are unsafe or if the customer fails to cooperate with reasonable instructions. Any time lost due to unsafe access, incorrect information, or a failure to prepare the premises may be charged in accordance with our standard rates.
Our liability for loss or damage is limited to the extent permitted by the Consumer Rights Act 2015, the Supply of Goods and Services Act 1982 where applicable, and other relevant UK legislation. We will take reasonable care in handling goods, but we are not liable for pre-existing damage, defects, normal wear and tear, or damage resulting from insufficient packing by the customer. Any claim must be reported as soon as reasonably possible and, in any event, within a reasonable time after the event giving rise to the claim.
Where we are responsible for loss or damage, our liability may be limited to the repair cost, replacement cost, or the fair market value of the item, whichever is lower, subject to proof of value and subject to any agreed liability cap. We are not responsible for indirect or consequential losses such as loss of profit, business interruption, missed appointments, emotional distress, or loss of opportunity, except where such exclusion is prohibited by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
For high-value items, antiques, artwork, jewellery, documents, and irreplaceable possessions, the customer should declare these before the move and consider arranging separate insurance. Unless we have expressly agreed in writing to transport them under enhanced cover, such items may be moved only at the customer???s own risk. The customer is encouraged to check their own insurance arrangements to ensure adequate protection during transit, loading, unloading, and temporary storage, if any.
6. Waste Regulations and Disposal
Where our removals service includes the removal, collection, or disposal of unwanted goods, packaging, or waste, the customer agrees that all items presented for disposal are lawfully owned by the customer or that the customer has authority to arrange their disposal. Waste must be described accurately. We will not knowingly handle hazardous waste, clinical waste, chemicals, asbestos, tyres, gas bottles, or other controlled materials unless specifically agreed and lawfully permitted to do so by the required carrier and disposal arrangements.
We operate in accordance with applicable UK waste regulations, including the duty of care under the Environmental Protection Act 1990 and associated waste handling rules. Where required, waste transfer documentation may be completed, and the customer may be asked to confirm the nature and origin of the waste. The customer must not include prohibited items in any waste load. If prohibited items are discovered, we may refuse collection, charge for wasted attendance, or request that the items be removed at the customer???s expense.
If items are collected for disposal rather than reuse, recycling, or relocation, we will use reasonable efforts to ensure lawful onward handling through authorised facilities or licensed contractors. However, we do not guarantee that all items will be recycled or reused, as final treatment depends on condition, classification, and facility availability. The customer agrees to indemnify us against any loss, penalty, or claim arising from inaccurate descriptions of waste, unlawful inclusion of controlled items, or a breach of waste duty of care caused by the customer???s instructions.
7. Storage, Delays, and Goods Left Behind
If the customer fails to accept delivery, fails to provide access, or otherwise prevents completion of the move, we may place items into temporary storage if reasonably available, or retain them until a new delivery arrangement is made. Additional storage, handling, waiting, redelivery, and administration charges may apply. Any risk associated with delayed delivery due to the customer???s actions will pass to the customer once the goods have been lawfully offloaded or stored in accordance with the service arrangement.
Where goods are left behind at the collection point at the customer???s request, or because of space, time, or access limitations, we will note the items where practicable. The customer should check the inventory carefully before the team departs. We are not responsible for items that were not disclosed to us, not prepared for loading, or not reasonably accessible at the time of collection. If a return visit is required, additional charges will apply.
If we are required to store or retain goods due to non-payment or unresolved disputes, we will act reasonably and in line with any applicable legal rights, including liens or retention rights where permitted. Storage, security, and handling fees may accrue until the matter is resolved. We will not be liable for deterioration caused by the nature of the goods, the passage of time, or circumstances outside our control.
8. Complaints and Claims
Any complaint regarding a man and van removals Croydon service or any other service under these terms should be raised promptly so that we can investigate and, where appropriate, take reasonable corrective action. The customer should provide relevant details, including the date of the move, a description of the issue, photographs where available, and any supporting information necessary to assess the complaint. Failure to report an issue in a timely manner may affect our ability to investigate and may limit any remedy available.
Claims for loss or damage must be supported by evidence of ownership, value, and, where appropriate, proof of condition before the move. We may inspect the item or request that it be made available for examination before any repair, replacement, or compensation is considered. Any remedial action we provide will not amount to an admission of liability unless stated in writing. If a complaint cannot be resolved internally, either party may seek alternative dispute resolution or pursue their rights through the courts.
These terms are intended to be read alongside any written quotation, inventory list, service note, or special instructions agreed with the customer. If there is any conflict between these terms and a separate written agreement signed by both parties, the separate agreement will take precedence to the extent of the inconsistency. The customer should retain a copy of the confirmation and any related documents for their records.
9. Governing Law and Jurisdiction
These terms and any dispute or claim arising from or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. Any dispute, claim, or issue relating to the provision of services, payment, cancellation, liability, waste handling, or any other matter covered by these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless the law requires otherwise.
If any statutory rights apply to the customer, nothing in these terms is intended to reduce or remove those rights. In the event of a conflict between mandatory consumer law and these terms, the mandatory law will prevail. Any failure by us to enforce a provision at any particular time does not mean that provision is waived for the future. These terms may be updated from time to time, and the version in force at the time of booking will normally apply to the relevant service.
By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these UK removals terms and conditions. They acknowledge that the service is provided on the basis of the information supplied at booking, that reasonable care will be taken throughout the move, and that the responsibilities of both parties are clearly defined. These conditions support a transparent, lawful, and professional service for residential and commercial customers alike.