Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which removal company Putney services are provided to customers. They apply to domestic and commercial bookings and should be read carefully before confirming any service. By making a booking, the customer agrees to be bound by these terms. If any part of the agreement is unclear, the customer should raise it before the service date so that expectations can be confirmed in writing.

For the purposes of these terms, “we”, “us”, and “our” refer to the removal service provider, while “you” and “your” refer to the customer. These conditions cover the booking process, payments, cancellations, liability, waste handling, and governing law. They are intended to create a clear and fair framework for a professional removal service, whether the job involves a single item, a full property move, or associated collection and disposal work.

The service may include packing, loading, transport, unloading, dismantling, assembly, storage-related handling, and disposal of permitted items, depending on the package or written quotation agreed. Any additional tasks requested on the day may be accepted at our discretion and may be subject to revised pricing or revised timing. We reserve the right to refuse any task that would breach safety rules, transport requirements, environmental obligations, or applicable law.

Booking Process

A booking is only confirmed once we have received the necessary details, accepted the job, and provided confirmation in writing or by another recorded method. The customer must provide accurate information about the items to be moved, collection and delivery addresses, access conditions, parking restrictions, stairs, lifts, fragile goods, and any special handling needs. The quality of the quotation and the success of the service depend on full disclosure at the time of booking.

If the information supplied later proves incomplete or inaccurate, we may revise the quote, change the scheduled time, alter the team size, or decline to continue with the service if the change is material. A removal service is priced according to the expected time, labour, vehicle type, item weight, and access conditions. Estimates are based on the details provided, and any variation from those details may result in additional charges.

The customer must ensure that they have the authority to arrange the move or disposal of all items listed. Where the service involves shared premises, managed buildings, leasehold property, or rented accommodation, it is the customer’s responsibility to obtain any required permissions, permits, or building approvals. We may request proof of identity, proof of address, or confirmation of authority before undertaking the work.

Payments

Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed in writing, payment is due on completion of the service. We may require a deposit, part payment in advance, or full prepayment for certain jobs, including larger removals, same-day requests, or services involving disposal fees. Any deposit paid is applied against the final invoice unless otherwise stated.

Accepted payment methods may include bank transfer, card payment, or another method set out in the booking confirmation. The customer is responsible for ensuring that cleared funds are available when payment is due. If payment is not received by the due date, we may charge reasonable recovery costs, suspend future services, or withhold delivery of goods in our possession to the extent permitted by law.

All prices are stated exclusive of VAT unless expressly described otherwise. Quotations are valid for the period stated in the estimate and may be withdrawn if service requirements change, market conditions alter, or the booking is not confirmed within a reasonable time. We may also charge additional sums for waiting time, congestion, parking penalties caused by the customer’s instructions, extra labour, additional floors without lift access, or the handling of unexpectedly heavy or hazardous items.

Cancellations and Amendments

The customer may cancel or amend a booking by giving reasonable notice. The amount of notice required may vary depending on the type of service, the booking size, and whether specialist resources have already been allocated. If the customer cancels shortly before the agreed date, we may retain part or all of any deposit to cover preparation costs, wasted scheduling time, and third-party charges already incurred.

If we need to cancel or reschedule due to vehicle failure, staff illness, severe weather, access restrictions, safety concerns, or other matters beyond our reasonable control, we will use reasonable efforts to offer an alternative time or date. We will not be responsible for indirect losses arising from rescheduling, provided that we act reasonably and in good faith. Where a customer requests changes to the original service scope, we may treat the amendment as a new booking or issue a revised quote.

If the customer is not present at the agreed time and the job cannot proceed, we may treat this as a late cancellation and charge for waiting time or wasted attendance. If access is not available, the property is locked, permits are unavailable, or the goods are not ready for collection, we may leave the site and charge a call-out fee or rescheduling fee. Repeated failure to make the property accessible may result in termination of the booking.

Service Standards and Customer Responsibilities

The customer must ensure that items to be moved are clearly identified and, where necessary, separated from items not included in the booking. Fragile items should be protected and, where appropriate, clearly marked. Unless we have agreed in writing to pack items ourselves, the customer remains responsible for the adequacy of all packing, boxing, and labelling. We may refuse to move unboxed, unstable, leaking, or improperly secured goods if doing so would create a risk of damage or injury.

The customer must provide safe access to the property, including suitable parking arrangements where needed. Any charges, fines, or penalties caused by poor access information, incorrect instructions, or failure to reserve loading space may be recharged to the customer if reasonably incurred. We may also require the customer to remove obstacles, disconnect appliances, or make utilities safe before work begins where this is necessary for a safe and lawful service.

Liability

We will exercise reasonable care and skill in providing the service. However, our liability is limited to direct loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill. We are not liable for losses that are indirect, consequential, or not reasonably foreseeable, including loss of profit, loss of business, or loss arising from delays outside our control.

Where goods are damaged due to our fault, our liability may be limited to the fair repair cost, replacement cost, or a reasonable reduction in the service charge, depending on the circumstances and the nature of the item. Items of particular value, such as antiques, artwork, collectibles, or specialist equipment, must be declared in advance. If such items are not declared, liability may be excluded or limited to the standard level applicable to ordinary household goods.

We are not responsible for damage caused by pre-existing defects, inadequate packing, hidden weaknesses, faulty installation, or conditions that would have been apparent on reasonable inspection. We are also not liable for damage caused by customers handling items during the move, by third parties, or by circumstances beyond our reasonable control. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.

Insurance and Claims

We may maintain appropriate insurance cover for the services we provide, but the existence of insurance does not expand or reduce your rights under these terms unless stated expressly. Any claim for loss or damage must be notified as soon as reasonably possible and, in any event, within a reasonable time after the event is discovered. The customer should provide details of the issue, supporting photographs where available, and a list of affected items.

We may inspect any item before accepting responsibility for a claim and may request evidence of value, age, condition, or purchase price. The customer must take reasonable steps to minimise further loss or damage after an incident. Failure to do so may reduce any compensation payable. Where an item can be repaired to a reasonable standard, repair may be offered instead of replacement.

Waste Regulations and Disposal

Where the service includes collection or disposal, all waste handling will be conducted in accordance with applicable UK waste regulations and duty of care requirements. We will only transport, transfer, or dispose of waste that we are lawfully permitted to handle. The customer must not include prohibited items unless we have expressly agreed in writing to manage them and have the appropriate legal arrangements in place.

Examples of items requiring special handling or separate arrangement may include hazardous materials, asbestos, chemicals, solvents, oils, batteries, gas cylinders, clinical waste, pressurised containers, and certain electrical or contaminated goods. The customer must inform us in advance if any such items are present. If undisclosed regulated waste is discovered, we may stop work immediately, isolate the item where safe, and charge additional costs for lawful handling, segregation, return transport, or disposal.

By asking us to remove waste, the customer confirms that they have the right to dispose of it and that it has not been stolen, abandoned by a third party without authority, or otherwise unlawfully obtained. We may refuse any waste that we reasonably believe is improperly described, unsafe, contaminated, or likely to breach environmental law. Any transfer note, receipt, or disposal record will be provided where required by law or by the nature of the service.

Customers must not request disposal in a way that would amount to fly-tipping, unlawful dumping, or unauthorised collection of controlled materials. We reserve the right to report suspicious waste activity to the appropriate authorities where required or appropriate. If a customer misrepresents the nature of waste or fails to disclose restricted materials, they may be liable for resulting losses, fines, clean-up costs, legal expenses, and administrative charges.

Delays, Force Majeure, and Site Conditions

We will use reasonable efforts to arrive within the agreed time window, but all times are estimates unless expressly confirmed as fixed. Delays may occur because of traffic, access issues, weather, previous job overruns, or events outside our reasonable control. We are not liable for delay where it is caused by force majeure, including but not limited to extreme weather, fire, flood, industrial action, road closures, accidents, pandemics, or government restrictions.

If site conditions are unsafe, unsuitable, or materially different from what was disclosed, we may suspend work until the issue is resolved or may withdraw entirely. This includes unsafe flooring, structural hazards, insufficient lighting, aggressive behaviour, animal interference, or any condition likely to create a risk to staff, the public, or property. In such cases, charges may still apply for time spent and resources deployed.

Data Protection and Confidentiality

Any personal information provided in connection with a booking will be used only for legitimate business purposes, such as administering the service, preparing invoices, handling claims, and maintaining records. We will take reasonable steps to keep such information secure and to use it only in ways consistent with applicable data protection law. Confidential information observed during the course of the service will not be disclosed except where required for the performance of the contract, by law, or with consent.

Termination

We may terminate the service immediately if the customer acts abusively, fraudulently, or unlawfully, or if continuing would create an unreasonable safety, legal, or operational risk. If termination occurs because of the customer’s breach, we may charge for work already completed, travel costs, disposal expenses, and any other reasonable losses arising from the breach.

The customer may also end the agreement before completion, but any sums already due for labour, transport, or materials used up to that point will remain payable. Termination does not affect rights or obligations that have already accrued, including payment, claims, confidentiality, or waste compliance obligations.

General Provisions

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right or remedy immediately does not waive that right or remedy. Any variation to these terms must be agreed in writing. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.

Governing Law

These terms, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the law requires otherwise. This applies to all services provided under these terms, including bookings, cancellations, claims, waste handling, and any related dispute.

By confirming a booking with our removal company Putney service, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions. The aim is to provide a transparent, lawful, and reliable service that protects both parties and sets clear expectations from the outset. Where a quotation or written agreement contains a specific term that conflicts with these conditions, the specific term will apply only to the extent of that conflict.