Terms and Conditions for Movers Collierswood

These Terms and Conditions set out the basis on which Movers Collierswood provides moving, loading, unloading, packing, and related transportation services to customers in the United Kingdom. By making a booking, the customer agrees to these terms, which apply to domestic and commercial removals, partial-load transport, and any agreed additional services. These terms are designed to be clear and practical, while reflecting standard UK service expectations and relevant legal obligations.

In these terms, “we”, “us”, and “our” refer to Movers Collierswood, and “you” or “the customer” refers to the person, business, or organisation requesting the service. Any reference to a “removal”, “move”, or “service” includes the full scope of agreed work as stated in the booking confirmation. Where different terms are agreed in writing, those specific terms will apply in place of any inconsistent wording in this document.

These conditions should be read carefully before confirming a booking. They explain how a move is arranged, when payment is due, what happens if plans change, how liability is handled, and the customer’s responsibilities regarding waste, prohibited materials, and site access. They also establish the legal framework governing the agreement, helping both parties understand what is expected before the service begins.

1. Booking process

A booking is only confirmed when we have issued written confirmation, whether by email or another recorded method, and any required deposit or advance payment has been received. The customer must provide accurate information at the time of booking, including the collection and delivery addresses, access conditions, the nature and volume of items to be moved, and any special handling requirements. If the information supplied is incomplete or incorrect, we may revise the quoted price, the timing, or the service scope.

We may provide an estimate or fixed quotation based on the details available at the time. A quote will normally remain valid for the period stated in it, provided the job details do not change. However, if the customer adds items, changes the date, requests extra labour, or fails to disclose difficult access or parking restrictions, we reserve the right to adjust the service conditions and charges accordingly. Any significant change may require a new quotation.

2. Service scope and customer obligations

We will carry out only the services expressly agreed in the booking confirmation. Unless specifically included, our duties do not extend to dismantling specialist equipment, disconnecting appliances, packing hazardous goods, or carrying out electrical, gas, or plumbing work. The customer is responsible for ensuring that all items are ready for transport unless packing or preparation has been agreed as part of the booking. Items should be clearly identified, securely packed where appropriate, and suitable for movement.

The customer must ensure that premises are safe and accessible on the agreed date and time. This includes arranging any necessary parking permissions, lift access, building entry arrangements, and notifications to landlords, managing agents, or concierge staff where required. If delays or additional costs arise because access is restricted, instructions are unclear, or waiting time is incurred, these may be charged to the customer.

The customer must also ensure that no restricted, illegal, dangerous, or perishable items are included in the load unless we have expressly agreed to carry them and doing so is lawful. This includes, but is not limited to, items that are flammable, explosive, toxic, corrosive, contaminated, or otherwise unsafe.

3. Payments

Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed, invoices are due immediately upon completion of the service, and any deposit paid in advance will be deducted from the final balance. For business customers, different credit arrangements may apply if agreed in writing. We may suspend or cancel a booking if payment arrangements are not followed or if there is a reasonable concern that payment will not be made.

All prices are quoted in pounds sterling and, unless stated otherwise, may be subject to VAT where applicable. Additional charges may apply for waiting time, stair carries, long carries, congestion delays, parking penalties caused by the customer’s failure to arrange suitable access, extra labour requested on the day, or disposal costs for items we are asked to remove in accordance with waste rules. Any such charges will be based on the circumstances reasonably incurred.

We accept payment by the methods notified at the time of booking or invoicing. The customer must ensure that funds are available and that payment is made by the due date. If payment is overdue, we may charge statutory interest and reasonable recovery costs to the extent permitted by law. Title to any goods supplied by us, if applicable, remains with us until payment has been received in full.

4. Cancellations and rescheduling

The customer may request to cancel or reschedule a booking by giving notice in writing. Cancellation charges may apply depending on how much notice is provided and whether we have already reserved staff, vehicles, equipment, or subcontracted resources for the job. If a move is cancelled at short notice, a proportion of the fee or the full booking charge may be retained to cover costs already incurred.

If the customer wishes to change the date or time of the booking, we will use reasonable efforts to accommodate the request, but new availability is not guaranteed. Any rescheduled booking may be subject to a revised price if costs, staffing, or service requirements have changed. Where a deposit has been paid, it may be transferred to the new date at our discretion, provided the rescheduled service is later completed.

We may cancel, postpone, or reschedule a booking where this is necessary because of circumstances beyond our reasonable control, including severe weather, road closures, vehicle breakdown, accidents, public safety issues, illness, or legal restrictions. In such cases, we will try to agree a new date with the customer. We will not be responsible for indirect losses arising from such events, provided we have acted reasonably and informed the customer as soon as practicable.

5. Liability and care of goods

We will take reasonable care when handling the customer’s property and will use competent staff and appropriate equipment for the agreed work. However, removals involve inherent risks, especially where items are bulky, fragile, improperly packed, or already damaged. The customer is responsible for ensuring that fragile items are suitably protected unless we have expressly agreed to provide packing materials or packing services.

Our liability for loss or damage is limited to direct losses only and does not extend to indirect, consequential, or economic losses, such as loss of profit, missed appointments, or loss of use, except where such exclusion is not permitted by law. Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

If any item is damaged or lost during the service, the customer must notify us as soon as reasonably possible and in any event within a reasonable period after delivery or completion. We may request evidence of ownership, value, condition, and packaging, together with photographs or other supporting information. Where liability is established, our responsibility may be limited to repair, replacement, or the fair market value of the affected item, subject to any agreed service limits or insurance arrangements.

6. Insurance and valuation

We may hold appropriate insurance for our operations, but the existence of insurance does not create a wider promise than these terms provide. The customer is encouraged to arrange their own insurance where they consider it necessary, especially for high-value, antique, or irreplaceable items. Unless otherwise stated in writing, any valuation for compensation purposes will be based on the item’s current second-hand or replacement value, not original purchase price.

Where the customer requires enhanced cover or specific protection for valuable goods, this must be requested before the move and agreed in writing. Additional premiums, conditions, or exclusions may apply. We are not responsible for uninsured losses where the customer has not disclosed special value, fragility, or handling requirements in advance.

If the customer acts unreasonably, fails to supervise where supervision is necessary, or instructs us to proceed in a way that increases risk, our liability may be reduced to reflect contributory fault. Any claims process will be handled in good faith and in accordance with applicable law.

7. Waste regulations and disposal

Where we are asked to remove unwanted items, packaging, or other waste, the customer must tell us in advance what is to be taken away. Waste must be lawfully described and separated where necessary, especially if it includes electrical items, batteries, paint, liquids, sharp objects, or other controlled materials. We will only handle waste in a manner that complies with UK waste legislation and duty of care requirements.

The customer confirms that any waste offered for collection is their property or that they have authority to dispose of it. We may refuse to remove items that are prohibited, improperly described, contaminated, unsafe, or likely to breach environmental rules. Certain waste streams may require specialist disposal, and extra charges may apply if lawful handling, sorting, transfer, or facility fees are needed.

We do not accept responsibility for items left behind after collection if they were not clearly identified in advance. Any waste transfer documentation, receipts, or records required by law will be completed in accordance with the relevant regulations. The customer must not ask us to dispose of hazardous materials unlawfully or to mix regulated waste with general household or office waste.

8. Delays, waiting time, and access issues

If we arrive at the agreed time and cannot start or continue because of customer-related delay, blocked access, missing keys, lack of parking, building restrictions, or insufficient preparation, waiting time may be charged. If the delay is significant, we may need to rearrange the move, shorten the service, or adjust the price. We will always try to act reasonably and keep disruption to a minimum.

The customer must ensure that items can be carried safely through the premises and that doorways, stairways, lifts, and outside areas are reasonably clear. If we consider that a particular item is unsafe to move due to size, weight, condition, or access, we may refuse to move it unless an alternative safe method is agreed. Our staff may stop work if continued handling would create an unsafe environment.

Any times given for arrival or completion are estimates unless expressly guaranteed in writing. We will not be liable for minor timing variations caused by traffic, weather, loading conditions, or other operational factors, provided we have acted with reasonable care and diligence.

9. Customer property and personal data

The customer should remove cash, jewellery, important documents, and other valuable personal items before the service begins unless we have expressly agreed in writing to handle them. We are not responsible for the disappearance of such items unless loss is directly caused by our proven negligence or wilful misconduct. The customer should also back up digital data and secure electronics before transport where possible.

Any personal information supplied to us for the purpose of arranging and carrying out the service will be used only for legitimate business purposes, such as booking administration, invoicing, and service delivery. We will handle personal data in accordance with applicable UK data protection law. Information will not be sold, and it will be retained only for as long as reasonably necessary for legal, administrative, or accounting purposes.

We may take photographs for operational records, damage assessment, or evidence of condition before and after the move. Such images will be used only for service-related purposes and handled appropriately. If the customer objects to photographs, this should be raised before the service begins, although some records may still be required for proof of completion or claims handling.

10. Complaints and claims

If the customer is dissatisfied with any part of the service, they should notify us promptly with full details. This gives us the opportunity to review the matter, request supporting evidence, and, where appropriate, offer a remedy. We aim to deal with complaints fairly and within a reasonable time. Delay in notifying us may make it harder to assess the issue and may affect any remedy available.

Any claim for loss or damage must be made as soon as reasonably possible and accompanied by sufficient information to identify the item, the nature of the loss, and the circumstances in which it occurred. We may inspect the item, request photographs, or ask for proof of value. No acknowledgment of a complaint shall be taken as an admission of liability.

Where a remedy is justified, we may choose to repair, replace, refund, or otherwise compensate within the limits of these terms and applicable law. This approach is intended to provide a fair resolution while keeping the service practical and proportionate.

11. Force majeure and suspension

We will not be liable for failure or delay in performing the service where this results from events beyond our reasonable control. These may include extreme weather, fire, flood, industrial action, transport disruption, acts of government, accident, terrorism, or widespread utility failure. In such circumstances, our obligations may be suspended for the duration of the event.

If a force majeure event continues for a significant period, either party may agree to cancel or rebook the service. Any sums already paid for work not carried out will be refunded, after deduction of any reasonable costs actually incurred where lawful and fair to do so. We will aim to minimise inconvenience and communicate any changes promptly.

The same principle applies where safety concerns mean the move cannot reasonably proceed. We may refuse to continue if conditions become unsafe for staff, customers, property, or the public.

12. Governing law

These Terms and Conditions, and any dispute or claim arising from them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where the customer is entitled by law to bring proceedings in another part of the United Kingdom.

Nothing in these terms affects any rights that cannot be excluded under applicable consumer protection law. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any waiver of rights must be made in writing and will apply only to the specific instance stated.

By confirming a booking with Movers Collierswood, the customer acknowledges that they have read, understood, and agreed to these terms. They also confirm that they have authority to instruct the service and that all information provided is accurate to the best of their knowledge.