Southwark Removals Terms and Conditions

These Terms and Conditions set out the basis on which Southwark Removals provides removal, relocation, packing, storage, 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 confirming any booking.

1. Definitions

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

1.1 We, us, our means Southwark Removals, the provider of the removal and associated services.

1.2 You, your means the customer or business that requests or uses our services.

1.3 Services means any removal, packing, loading, unloading, transport, delivery, storage, or associated services we agree to provide.

1.4 Goods means all items, personal belongings, furniture, equipment, and property that you ask us to move, handle, or store.

1.5 Quote means the written or verbal estimate we provide, describing the services, scope of work, and applicable charges.

1.6 Contract means the legally binding agreement between you and us, which includes these Terms and Conditions and any accepted Quote or written confirmation.

2. Scope of Services

2.1 We provide domestic and commercial removal and relocation services, including but not limited to loading, transport, unloading, packing, unpacking, and where agreed, dismantling and reassembly of furniture.

2.2 We may also offer short-term storage, packing materials, and related services where specifically agreed in advance.

2.3 The specific services included in your booking will be set out in your Quote or booking confirmation. Any services not expressly listed are not included and may be subject to additional charges if requested.

3. Booking Process

3.1 You may request a Quote by providing full and accurate details of the property, access, inventory, and any special requirements. We rely on the information you provide when preparing our Quote.

3.2 A Quote is not a binding offer and may be revised if the information provided is incomplete, inaccurate, or if the scope of work changes.

3.3 Your booking is only confirmed when you accept our Quote and we issue a written or verbal confirmation of the booking. At that point, a Contract is formed between you and us, subject to these Terms and Conditions.

3.4 We reserve the right to decline or cancel a booking prior to commencement of the services for operational, safety, or legal reasons. If we cancel before starting the services and you have made a payment, we will refund any sums paid for services not received, subject to clause 8.

4. Your Responsibilities

4.1 You must provide accurate information about your property, including number of rooms, access conditions, parking availability, presence of lifts, and any restrictions that may affect our ability to perform the services.

4.2 You are responsible for obtaining and paying for any necessary permits, parking suspensions, permissions, or access approvals at both the collection and delivery locations, unless we have expressly agreed in writing to arrange these on your behalf.

4.3 You must ensure that the property is ready for our team to start work at the agreed time, with all Goods properly packed unless packing services have been booked.

4.4 You are responsible for the safe and appropriate packing of Goods where we have not been engaged to provide packing services. This includes ensuring that fragile, delicate, or high-value items are suitably protected.

4.5 You must remove and dispose of any hazardous, illegal, or prohibited items before our arrival. We are not permitted to transport such items and may refuse to handle them.

4.6 You must ensure that children, pets, and any third parties under your control are kept clear of work areas for safety reasons during the move.

5. Items We Will Not Move

5.1 We do not transport any items that are illegal, unsafe, or prohibited under applicable laws or regulations. This includes, but is not limited to, explosives, flammable liquids, gas cylinders, toxic substances, firearms, ammunition, and drugs.

5.2 We may refuse to move any item that, in our reasonable opinion, poses a risk to health and safety, is inadequately packed, or may cause damage to property or other Goods.

5.3 If we discover prohibited or hazardous items among your Goods, we may remove them from the load, decline to complete the services, and charge you for any costs or losses we incur as a result.

6. Payments and Charges

6.1 All charges will be set out in your Quote or as otherwise agreed before the services commence. Prices may be based on hourly rates, a fixed fee, or a combination of both.

6.2 We may require a deposit to secure your booking. The deposit amount and due date will be communicated at the time of booking. Your booking may be cancelled if the deposit is not paid by the required deadline.

6.3 Unless otherwise agreed, the balance of the charges is payable on or before completion of the services. We reserve the right to withhold delivery of Goods until full payment has been received.

6.4 If additional work is required due to circumstances not disclosed or apparent at the time of the Quote, including but not limited to poor access, additional Goods, delays caused by you or third parties, or waiting time, we may charge reasonable additional fees at our prevailing rates.

6.5 All charges are inclusive or exclusive of VAT, as stated in the Quote or invoice. If applicable, VAT will be charged at the prevailing rate under UK law.

6.6 If you fail to make payment by the due date, we may charge interest on the overdue amount at the statutory rate and may also recover reasonable costs of enforcement and collection.

7. Changes, Delays and Access

7.1 If you wish to make any changes to your booking, including the date, time, addresses, or scope of work, you must inform us as soon as possible. We will use reasonable efforts to accommodate changes but cannot guarantee availability.

7.2 Where changes result in increased workload, extended hours, additional vehicles, or extra staff, we may adjust our charges accordingly and will notify you of any revised costs.

7.3 You must provide clear and safe access at both collection and delivery locations. This includes suitable parking for our vehicles as close as reasonably possible to the property.

7.4 If our team is delayed or prevented from carrying out the services due to access issues, lack of parking, incomplete packing (where we are not packing), or other reasons beyond our control, we may charge for waiting time and any additional costs incurred.

8. Cancellations and Postponements

8.1 You may cancel or postpone your booking by giving us notice. The amount of notice required and any applicable fees will depend on how close to the scheduled service date the cancellation is made.

8.2 If you cancel more than a reasonable period before the agreed start date, as specified in your Quote or booking confirmation, we will generally refund any deposit paid, subject to any non-refundable costs we have already incurred on your behalf.

8.3 If you cancel or postpone within a shorter period before the scheduled start time, we may retain all or part of your deposit and may charge a cancellation fee to cover our administrative and staffing costs. Details of these timeframes and fees will be provided at the time of booking.

8.4 We may cancel or postpone the services due to events beyond our reasonable control, including extreme weather, vehicle breakdown, accidents, road closures, industrial action, or other circumstances that make it unsafe or impracticable to proceed. In such cases, we will offer an alternative date or refund any amounts paid for services not provided, but we will not be liable for any consequential loss arising from such cancellation or delay.

9. Liability for Loss or Damage

9.1 We will exercise reasonable care and skill in handling, loading, transporting, and unloading your Goods. However, our liability is subject to the limitations set out in this clause.

9.2 We are not liable for loss or damage arising from your failure to properly pack Goods where we have not provided packing services, or from any inherent defect, wear and tear, or pre-existing damage in your Goods.

9.3 We are not liable for loss or damage where caused by fire, flood, extreme weather, vermin, or other events beyond our reasonable control, provided we have taken reasonable precautions.

9.4 We are not liable for damage to items made from particle board, chipboard, MDF, or other similar fragile materials, unless caused by our negligence while the item was otherwise in sound condition.

9.5 Our liability for loss or damage to Goods, whether arising from negligence, breach of contract, or otherwise, will be limited to a reasonable amount per item or per consignment, as notified to you in our Quote or separate insurance terms. You are encouraged to obtain additional insurance cover if the value of your Goods exceeds any stated limit.

9.6 We are not liable for indirect, consequential, or purely economic loss, including loss of profit, loss of income, or loss of use, arising from or in connection with our services.

9.7 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under applicable law.

10. Claims and Time Limits

10.1 You must inspect your Goods and the property as soon as reasonably possible after the services have been completed.

10.2 Any visible loss or damage must be reported to us as soon as possible and in any event within a reasonable period after completion of the move. Where practical, you should note any concerns at the time of delivery to enable us to investigate promptly.

10.3 For non-obvious loss or damage that could not reasonably be discovered on delivery, you must notify us within a reasonable period from the date you became aware of the issue.

10.4 We reserve the right to inspect any alleged damage and to require reasonable evidence of loss, including photographs, descriptions, and proof of value where appropriate.

11. Waste, Disposal and Environmental Regulations

11.1 We comply with applicable UK waste and environmental regulations when removing and transporting items for disposal.

11.2 We will only remove waste or items for disposal where this has been agreed as part of our services. Additional charges may apply for disposal services, recycling, and any associated fees or levies imposed by local authorities or waste facilities.

11.3 Certain items may be classed as hazardous or controlled waste and may require specialist handling and disposal. We may decline to remove such items or may charge additional fees if special arrangements are required.

11.4 You must not ask us to dispose of items illegally or in a way that breaches waste regulations. We reserve the right to refuse instructions that do not comply with the law.

11.5 We may, where appropriate, separate recyclable materials and take them to suitable facilities, but we do not guarantee that all items will be recycled.

12. Parking, Fines and Local Restrictions

12.1 You are responsible for ensuring that appropriate parking is available for our vehicles at both collection and delivery locations, including arranging any necessary permits or temporary suspensions, unless we have specifically agreed otherwise.

12.2 If we receive parking tickets, penalties, or fines as a direct result of inadequate or incorrect parking arrangements that you were responsible for, we may recover these costs from you along with any additional administrative expenses.

12.3 We will take reasonable care to comply with parking and traffic regulations while carrying out the services, but we may need to park close to your property to load or unload safely and efficiently.

13. Customer Conduct and Health and Safety

13.1 We expect you and any persons present at the property under your control to behave in a reasonable and respectful manner towards our staff.

13.2 We may withdraw our staff and cease work if they are subjected to abusive, threatening, or unsafe behaviour. In such cases, you may be liable for charges incurred up to the time work was suspended, and for any additional costs arising from the incident.

13.3 We may refuse to carry out or continue any part of the services if, in our reasonable opinion, doing so would create an unacceptable risk to health and safety or cause damage to the property or Goods.

14. Storage Services

14.1 Where we provide storage, your Goods will be stored in suitable facilities or containers, and we will exercise reasonable care to protect them.

14.2 Storage charges will be set out in your Quote or a separate agreement and will be payable in advance or at agreed intervals.

14.3 If you do not pay storage charges when due, we may exercise a lien over the stored Goods and may, after giving reasonable notice, sell or dispose of the Goods to recover outstanding amounts, in accordance with applicable law.

15. Complaints

15.1 If you are dissatisfied with any aspect of our services, you should raise your concerns with us as soon as possible so we can attempt to resolve the issue.

15.2 We will review your complaint, request any further information we reasonably require, and respond within a reasonable timeframe.

16. Data Protection and Privacy

16.1 We will collect and process personal information about you only to the extent necessary to provide our services, manage your booking, take payment, handle queries, and meet our legal obligations.

16.2 We will take appropriate steps to protect your personal information and will not share it with third parties except where necessary to deliver the services, comply with the law, or with your consent.

17. Governing Law and Jurisdiction

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

17.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or relating to these Terms and Conditions or the services, subject to any rights you may have as a consumer to bring proceedings in your local jurisdiction.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

18.2 No failure or delay by us in enforcing any right or remedy under these Terms and Conditions shall be deemed a waiver of such right or remedy.

18.3 These Terms and Conditions, together with any accepted Quote or written agreement, constitute the entire agreement between you and us relating to the services and supersede all previous discussions, correspondence, or understandings.

18.4 We may amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Contract unless otherwise agreed in writing.