Terms and Conditions

Movers Richmond upon Thames Terms and Conditions

These Terms and Conditions set out the basis on which Movers Richmond upon Thames provides removal 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 a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the person, company or organisation booking or using our services.

Company means Movers Richmond upon Thames, the removal service provider.

Services means any removal, packing, loading, unloading, storage, transport, clearance or related services provided by the Company.

Goods means the items which are the subject of the Services.

Contract means the agreement between the Client and the Company incorporating these Terms and Conditions.

2. Scope of Services

The Company provides household and commercial removal services, including but not limited to local removals, packing and unpacking assistance, loading and unloading, furniture disassembly and reassembly, and related services. Any specific services to be provided will be confirmed in writing as part of the booking or quotation.

The Company reserves the right to refuse to provide any service that, in its reasonable opinion, may pose a health and safety risk, be unlawful, or fall outside its usual scope of operations.

3. Booking Process

3.1 Quotations

All quotations are based on the information provided by the Client, including property access, parking availability, volume and type of Goods, and distance between addresses. Quotations are valid for a limited period as stated at the time of issue and may be subject to change if the scope of work varies.

If any information provided by the Client is incomplete, inaccurate or changes before the Service date, the Company reserves the right to amend the quotation or charge additional fees to reflect the extra work, time or equipment required.

3.2 Confirming a Booking

A booking is only confirmed once the Client has accepted the quotation and any required deposit has been received by the Company. Until confirmation, any proposed dates and times remain provisional and may not be available later.

The Client is responsible for ensuring that the date, time, addresses, and details of the Services stated in the booking confirmation are correct. Any discrepancies must be notified to the Company as soon as possible.

3.3 Changes to Bookings

Requests to change the date, time or nature of the Services are subject to availability and may incur additional charges. The Company will make reasonable efforts to accommodate changes but cannot guarantee that alternative dates or times will be available.

4. Client Responsibilities

The Client agrees to:

Provide accurate and complete information about the Goods, property access, parking, and any special requirements.

Ensure that suitable parking is available for the duration of the Services and obtain any necessary permits or permissions from local authorities or property managers.

Arrange for appropriate access to the premises at the agreed times, including keys, door codes, lift access and any required permissions.

Be present or represented at the collection and delivery addresses to direct the Services and confirm that the work has been completed.

Ensure that all Goods are ready to be moved at the scheduled time, unless packing services have been specifically included in the Contract.

Secure or remove any fixtures, fittings or items that are not to be moved.

Comply with all relevant laws and regulations, including waste, parking and health and safety requirements.

5. Payments and Charges

5.1 Pricing and Estimates

Prices are based on the scope of work described in the quotation, which may include factors such as time, distance, vehicle size, number of staff, and any additional services requested. If the actual work differs from what was quoted, additional charges may apply.

5.2 Deposits and Balance Payments

The Company may require a deposit to secure a booking. Any deposit amount and due date will be communicated at the time of booking. Deposits are typically non-refundable, subject to the cancellation terms set out below.

Unless otherwise agreed in writing, the balance of payment for the Services is due on or before completion of the Services on the scheduled date. The Company may refuse to begin or continue Services if payment terms are not met.

5.3 Payment Methods

The Company accepts commonly used UK payment methods, details of which will be provided to the Client. The Client is responsible for ensuring that cleared funds are available in accordance with the agreed payment schedule.

5.4 Late Payments

If payment is not made on time, the Company reserves the right to charge interest on the outstanding amount at the statutory rate permitted under UK law and to recover any reasonable costs incurred in obtaining settlement, including legal and administrative expenses.

6. Cancellations and Postponements

6.1 Cancellation by the Client

Cancellations must be notified to the Company as early as possible. Depending on the notice period, cancellation charges may apply as follows, unless otherwise agreed in writing:

If cancellation is made more than a specified number of working days before the Service date, only the deposit may be retained.

If cancellation is made within a short period before the Service date, a higher percentage of the quoted price, up to the full amount, may be charged.

The applicable notice periods and percentages will be stated in the quotation or booking confirmation.

6.2 Postponement by the Client

Requests to postpone a booking are subject to availability. If the Client postpones within a short notice period, the Company may treat the request as a cancellation and apply the relevant cancellation charges, with any rebooking treated as a new booking.

6.3 Cancellation by the Company

The Company may cancel or suspend the Services due to circumstances beyond its reasonable control, including but not limited to severe weather, road closures, accidents, illness, vehicle breakdowns, strikes, or legal restrictions. In such cases, the Company will seek to offer an alternative date or time. If this is not possible, or not acceptable to the Client, any payments made for the cancelled Services will be refunded.

The Company also reserves the right to refuse or terminate Services where the Client is in breach of these Terms and Conditions, abusive, or places the Company’s staff at risk. In such cases, the Client may be liable for reasonable charges in respect of work already undertaken.

7. Access, Parking and Delays

The Client is responsible for ensuring suitable access and parking at both collection and delivery locations. Any parking charges, fines or penalties incurred as a direct result of inadequate arrangements will be added to the Client’s invoice.

If access is restricted, parking is unavailable, or there are delays beyond the Company’s reasonable control, additional waiting time or extra labour charges may apply. The Company is not liable for delays caused by traffic, roadworks, accidents, adverse weather, or similar circumstances.

8. Excluded and Prohibited Goods

Unless expressly agreed in advance in writing, the Company will not carry or store the following items:

Hazardous, dangerous, explosive or flammable substances, including gas cylinders, paints, solvents and chemicals.

Perishable goods, plants or animals.

Illegal items, stolen goods, or items obtained unlawfully.

Cash, securities, deeds, valuable documents, jewellery, precious metals, or collections of high value.

If the Client includes any prohibited items without the Company’s knowledge, the Client does so at their own risk and shall indemnify the Company against any loss, damage, liability or expense arising from such inclusion.

9. Packing and Preparation

Unless packing services are explicitly included in the Contract, the Client is responsible for ensuring that all Goods are properly packed and protected for transport. This includes using suitable materials such as boxes, bubble wrap, padding and tape.

The Company is not liable for damage arising from inadequate or improper packing undertaken by the Client or third parties. Where the Company provides packing services, it will exercise reasonable care and skill in packing the Goods but cannot guarantee that items are indestructible or immune to all risks.

10. Liability and Insurance

10.1 Duty of Care

The Company will exercise reasonable care and skill in handling, loading, transporting and unloading the Goods. However, some risk of damage may be unavoidable in removal operations, and the Client is encouraged to ensure adequate insurance cover is in place.

10.2 Limitations of Liability

To the fullest extent permitted by law, the Company’s liability for loss of or damage to Goods, or for any other loss arising out of the Services, is limited to a reasonable amount, having regard to the price paid for the Services and the nature of the Goods.

The Company will not be liable for:

Loss or damage arising from wear and tear, inherent defects, pre-existing damage, or defective construction of any item.

Damage to furniture or items which require disassembly or reassembly, unless this service was included and the damage directly results from negligence.

Loss of data, profits, business, or any indirect or consequential loss.

Damage arising from the Client’s failure to safeguard valuables, fragile or high-value items that should reasonably be transported separately or specially protected.

10.3 Claims Procedure

Any visible damage or loss should be reported to the Company as soon as reasonably possible, ideally on the day of the Service. In any case, the Client must notify the Company in writing within a reasonable period after becoming aware of the issue, providing sufficient details to allow investigation.

Failure to notify the Company within a reasonable timescale may prejudice the ability to properly investigate and could affect any offer of compensation.

11. Waste, Disposal and Environmental Regulations

11.1 General Waste Handling

The Company operates in accordance with applicable UK waste and environmental regulations. Where the Services include removal of unwanted items, rubbish or debris, the Company will only transport and dispose of such materials where it is legally permitted to do so and in a lawful manner.

11.2 Prohibited Waste

The Company will not handle or dispose of hazardous, clinical, chemical or regulated waste unless specifically licensed and contracted to do so. The Client must not present such materials as part of the Goods or waste to be collected.

11.3 Waste Transfer and Charges

Additional charges may apply for waste removal, recycling or disposal services, based on weight, volume, type of materials and any applicable disposal fees. These charges will be communicated to the Client before or during the provision of the Services where possible.

The Client is responsible for ensuring that any waste presented for removal is lawfully theirs to dispose of and is not fly-tipped or disposed of unlawfully. The Company accepts no liability for penalties arising from the Client’s failure to comply with waste laws.

12. Health and Safety

The Company is committed to maintaining safe working practices for its staff and Clients. The Client agrees to cooperate with all reasonable health and safety instructions, including keeping pathways clear, securing pets, and avoiding unnecessary presence in work areas during heavy lifting or moving operations.

The Company may refuse to carry out any task it considers unsafe or likely to cause injury or damage. This may include moving items through access routes that are too narrow or unstable, handling excessively heavy objects without appropriate equipment, or working in unsanitary or dangerous environments.

13. Complaints and Dispute Resolution

If the Client is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be addressed. The Company will aim to investigate and respond to complaints promptly and fairly.

Where a dispute arises that cannot be resolved directly, the parties may consider alternative dispute resolution methods, such as mediation. This does not affect either party’s right to bring legal proceedings in the courts, as set out below.

14. Force Majeure

The Company will not be liable for any delay or failure to perform its obligations under the Contract where such delay or failure is caused by events beyond its reasonable control, including but not limited to extreme weather, natural disasters, acts of government, epidemics, strikes, lockouts, transport disruptions or serious accidents.

15. Data Protection and Privacy

The Company may collect and process personal data relating to the Client for the purposes of providing the Services, managing bookings, processing payments, and maintaining records. Any personal data will be handled in accordance with applicable UK data protection laws.

The Client’s details will not be sold to third parties. However, personal data may be shared with trusted service providers where necessary to deliver the Services, comply with legal obligations or protect the Company’s legitimate interests.

16. Variations to Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract, unless changes are agreed in writing by both parties.

17. Severability

If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. The remaining provisions shall continue in full force and effect.

18. Governing Law and Jurisdiction

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

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 and Conditions or the provision of the Services.

By proceeding with a booking or using the Services of Movers Richmond upon Thames, the Client confirms that they have read, understood and agree to be bound by these Terms and Conditions.