Service Terms and Conditions for Removal Companies Canarywharf

These service terms and conditions set out the basis on which our removal company provides domestic and commercial moving services, packing support, loading, transport, storage coordination, and related handling services. By making a booking, the customer agrees to these terms and confirms that they have read and understood the obligations, limitations, and responsibilities that apply to the service. These terms are intended to be fair and transparent and to reflect standard practice for removal companies in Canarywharf and across the UK. They do not affect any rights that cannot lawfully be excluded under applicable consumer law.

For the purposes of these terms, “we”, “us”, and “our” refer to the removal company, and “you” or “the customer” refers to the person requesting the service, including any business or authorised representative acting on their behalf. These terms apply to quotes, confirmed bookings, survey arrangements, packing services, loading and unloading, and any additional work agreed in writing or recorded in a booking confirmation. If any part of these terms is inconsistent with a written agreement signed by both parties, the signed agreement will take priority only to the extent of that inconsistency.

We aim to provide a professional removal service with reasonable care, suitable vehicles, and trained staff, but the customer remains responsible for ensuring that the information supplied at the time of booking is complete and accurate. Any variation in access, volume, item type, or service scope may affect price, timing, vehicle allocation, and staffing. These terms should be read carefully before confirming a reservation for any house removal, office move, or specialist transport requirement.

1. Booking Process

Bookings may be made following an enquiry and a quotation, either estimated from information provided by the customer or based on a pre-move survey where we consider this necessary. A booking becomes confirmed only when we have accepted the request, issued confirmation, and received any required deposit or pre-authorisation. The customer must provide full and accurate details regarding pickup and delivery addresses, dates, access conditions, parking restrictions, item lists, packing requirements, and any items that require special handling. Failure to disclose relevant information may result in revised charges, delayed service, or cancellation of the booking.

By requesting a removal service, the customer confirms they are authorised to arrange the move and that they have the right to remove the items from the collection address. We may refuse or suspend a booking where the information provided is incomplete, inaccurate, unsafe, unlawful, or where the requested work exceeds our operational capability. We also reserve the right to decline items that present a health and safety risk, are prohibited by law, or cannot be transported safely using available equipment. Where a survey is carried out, the survey notes and quotation may form part of the booking record.

2. Changes to the Booking

The customer must notify us as soon as reasonably possible of any change to moving date, addresses, inventory, access conditions, or service requirements. Any alteration may affect the original quotation and we may issue a revised price if the change affects time, labour, vehicle size, mileage, storage, or packing materials. We may also vary the schedule where unavoidable operational issues arise, including traffic disruption, severe weather, road closures, or circumstances beyond our reasonable control. Where practicable, we will communicate any significant change in advance and agree a revised plan.

If additional items are presented on the day of the move, or if dismantling, carrying, waiting time, parking charges, stair carries, or extra trips are needed because of information not previously disclosed, these may be charged as additional services. The customer should ensure that items to be moved are clearly separated from items that are not part of the service. We accept no responsibility for removing items that were not included in the agreed scope, and we may refuse to handle surplus items if doing so would create delay or increase risk. This applies equally to Canarywharf removals and moves elsewhere in the UK.

Where our team has begun work and the customer requests a significant change to the agreed service, we will make reasonable efforts to accommodate it, but we are not obliged to do so if the change cannot be safely or commercially supported. Any agreed variation should be confirmed in writing or recorded by our team leader. The customer remains responsible for payment of any increased costs resulting from the change.

3. Payments

Our charges may be based on an hourly rate, fixed quote, volume estimate, or a combination of these methods, as set out in the booking confirmation. Unless otherwise stated, prices are exclusive of any applicable taxes, parking fees, congestion-related charges, tolls, storage costs, and third-party expenses. A deposit may be required to secure the booking, and the balance must be paid according to the timetable specified in the confirmation. We may require full payment before unloading, or upon completion of the service, depending on the agreed arrangement.

Payment must be made using the methods we accept at the time of booking. If payment is due on completion, the customer must ensure that funds are available and that the person responsible for payment is present or otherwise authorised to settle the account. We reserve the right to retain goods, to the extent permitted by law, until outstanding sums are paid. Any disputed invoice item should be raised promptly and in good faith; however, undisputed amounts remain payable by the due date. Late payment may result in interest, administrative charges, and recovery action where lawful.

Where a quote is based on assumptions about access, item volume, or timing, the final price may differ if those assumptions prove incorrect. In such cases, we will explain the basis for any revised charge. Unless stated otherwise, parking and waiting time are billable if they arise through no fault of our own. For commercial customers, the agreed terms may include staged invoicing or credit arrangements, but these are subject to approval and may be withdrawn if payment history or risk factors change.

4. Cancellations and Postponements

The customer may cancel or postpone a booking by giving notice in writing or by another method we accept. Cancellation charges may apply and will depend on the timing of the notice, the nature of the service, and whether we have already incurred costs such as vehicle allocation, labour scheduling, packing materials, storage reservation, or third-party fees. If a booking is cancelled at short notice, the deposit may be non-refundable. If the move is postponed, we will try to reschedule, but availability cannot be guaranteed.

If the customer is not ready at the agreed time, refuses access, fails to obtain parking permissions where required, or is otherwise unable to proceed for reasons within their control, we may treat the booking as cancelled, delayed, or subject to additional waiting charges. Where we reasonably conclude that the property is unsafe, access is materially different from what was disclosed, or the service cannot be completed without undue risk, we may stop work and charge for the work already undertaken. This applies to all removal companies Canarywharf services and similar bookings.

We may cancel or postpone a booking where performance becomes impossible, unlawful, unsafe, or commercially impracticable due to events beyond our reasonable control. This includes but is not limited to accidents, severe weather, vehicle breakdown, staff illness, strike action, fire, flood, civil disturbance, or restrictions imposed by public authorities. In such cases, we will use reasonable efforts to rearrange the service, but we are not liable for losses arising solely from the delay or cancellation, except where liability cannot be excluded by law.

5. Customer Responsibilities

The customer must ensure that all items are suitably packed unless packing has been expressly included in the agreed service. Fragile, valuable, or irreplaceable items should be identified in advance and separately protected. The customer should empty and defrost fridges and freezers in good time, disconnect appliances only where safe and lawful to do so, and remove personal data from electronic devices before collection. We do not accept responsibility for any failure by the customer to prepare the property or items appropriately.

The customer must also secure pets, children, and vulnerable persons away from operational areas during the move. Access routes, lifts, stairways, and driveways should be clear and usable. If special permissions, permits, or building authorisations are required, it is the customer’s responsibility to obtain them unless we have expressly agreed otherwise. Any items requiring specialist handling, including pianos, safes, antiques, artworks, or equipment with unusual weight or dimensions, must be disclosed when booking. Failure to disclose may result in refusal of carriage or revised pricing.

Where the customer packs items themselves, they accept responsibility for the adequacy of packaging, labelling, and stacking. We are not liable for damage caused by poor packing, pre-existing weakness, inherent defects, or items that are unstable due to their construction. If the customer asks us to transport loose items, fragile goods, or mixed contents without proper protection, we may decline to do so or do so only at the customer’s risk, subject always to any mandatory consumer protections.

6. Liability

We will exercise reasonable care and skill in providing the service. However, our liability is limited to loss or damage caused by our negligence, breach of contract, or failure to perform the service with reasonable care, subject to the exclusions and limitations set out in these terms and to the extent permitted by law. We are not liable for pre-existing damage, ordinary wear and tear, hidden defects, items not properly packed by the customer, or damage arising from unavoidable movement during transit where items were inadequately secured or were inherently fragile.

Claims for loss or damage must be reported promptly, and in any event within a reasonable period after completion of the service or discovery of the issue. The customer should retain damaged goods and packaging for inspection unless doing so is unsafe or impractical. We may require evidence such as photographs, item descriptions, proof of ownership, or purchase receipts. Our responsibility for any valid claim may be limited to repair, replacement, or a fair monetary amount based on the item’s age, condition, and value at the time of the move.

We will not be liable for indirect or consequential losses, including loss of profit, loss of business, missed appointments, or emotional distress, except where such exclusion is prohibited by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. If goods are transported in storage or held temporarily under our control, any liability may also be subject to additional storage conditions notified separately.

7. Waste Regulations and Disposal

Where waste removal, disposal, or transfer services are requested, the customer must accurately describe the waste type, quantity, and origin. We will only handle waste in accordance with applicable environmental, transport, and duty-of-care requirements. The customer must not include hazardous, clinical, chemical, explosive, or unlawful materials unless we have expressly agreed in writing and have the relevant authorisations and controls in place. Mixed loads may be refused where sorting, handling, or disposal would be unsafe or non-compliant.

All waste services are subject to the relevant UK waste legislation, including the duty to ensure waste is transferred only to authorised persons and processed at lawful facilities. The customer agrees to provide truthful information and, where necessary, to complete documentation confirming the nature of the waste. If we suspect that an item contains restricted substances, electrical hazards, batteries, oils, asbestos, or other regulated materials, we may stop collection and charge for any time already spent attending the site. No waste should be presented for collection in a condition that endangers staff, the public, or the environment.

We may issue records, transfer notes, or related documentation where required. The customer remains responsible for the accuracy of the description of waste presented and for any misclassification supplied to us. If additional charges arise because waste is incorrectly described, contaminated, or requires specialist disposal, the customer must pay those charges. Any recyclable or reusable items removed during a house move or clearance remain subject to applicable waste and reuse rules where the customer instructs us to dispose of them.

8. Insurance and Risk

Where insurance is provided or arranged as part of the service, the scope, exclusions, excess, and claims conditions will depend on the policy or cover level stated in the booking documents. The customer should review any cover offered and consider whether additional insurance is required for high-value or unusual items. Our standard service is not an insurance policy and does not guarantee full compensation for every item, especially where the customer’s own actions or omissions have contributed to the loss.

Risk in the goods may pass according to the service arrangement and applicable law, but in practical terms the customer should ensure items are properly prepared, packed, and labelled before collection. If the customer wishes to rely on declared values, they must provide accurate information in advance. We may decline to carry items exceeding our stated limits or requiring special valuation procedures. Any insured claim will be handled in accordance with the relevant policy terms and supporting evidence.

We recommend that customers retain proof of condition and ownership for valuable goods. While we take care during loading and transit, certain items may be inherently vulnerable to movement, temperature change, or the stresses of relocation. We are not liable for losses caused by acts or omissions of third parties beyond our control, including building management, other carriers, or carriers of items not entrusted to us. The customer should therefore ensure a clear allocation of responsibility when multiple contractors are involved in the move.

9. Force Majeure, Complaints, and Governing Law

We will not be liable for failure or delay in performing our obligations where the delay or failure is caused by events beyond our reasonable control, including but not limited to extreme weather, fire, flood, road closures, accidents, official restrictions, industrial action, utility failures, or supply chain disruption. If a force majeure event occurs, we will use reasonable efforts to mitigate its effects and resume the service as soon as reasonably practicable. The customer will remain responsible for any work already performed and any non-recoverable costs properly incurred.

If you have a complaint, you should notify us as soon as reasonably possible with sufficient detail to allow us to investigate. We may request photographs, notes, item lists, or other evidence. Any remedy will depend on the facts, the applicable terms, and the rights available under law. These terms are governed by the laws of England and Wales, and any dispute arising out of or in connection with the service shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law requires otherwise.

By confirming a booking with our removal company, the customer acknowledges that they have read these terms, understands the service limits, and agrees to comply with the booking, payment, cancellation, liability, and waste provisions set out above. These terms are designed to support a reliable and lawful moving service while protecting both parties from avoidable misunderstanding. If any clause is found invalid or unenforceable, the remaining clauses will continue in full force and effect.