Edgware Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Edgware Removals provides domestic and commercial moving services, including packing, loading, transport, unloading, and related support services. By requesting a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms. These conditions are designed to create clarity around the service, the moving process, pricing, cancellation rights, responsibilities on the day, and the limitations of our liability.

For the purposes of these terms, references to “we”, “us”, and “our” mean Edgware Removals, while “you” and “your” refer to the customer or the person acting on the customer’s behalf. These terms apply to all removal services supplied in the United Kingdom unless otherwise agreed in writing. They are intended to work alongside the quotation, inventory, or job confirmation provided for each move. If there is any conflict between these general terms and a specific written agreement, the written agreement will usually take priority to the extent of that conflict.

1. Booking Process
All bookings are subject to availability and are only confirmed once we have received the necessary details and accepted the job. To provide an accurate quote for Edgware removals or any related moving service, we may ask for information about the property, access conditions, volume of items, special handling requirements, dates, and whether packing materials or disassembly are needed. Quotes are normally based on the information supplied at the time of enquiry. If that information changes, the quotation may also change.

A booking becomes binding only after the customer has accepted the quotation or estimate and we have confirmed the date and scope of work. In some cases, a deposit may be required to secure the reservation. We may also request a signed acceptance, an email confirmation, or written approval through another agreed format. The customer is responsible for ensuring that all details are correct, including addresses, access restrictions, parking limitations, and any items requiring specialist handling. If the details provided are incomplete or inaccurate, we may revise the schedule, the price, or both.

2. Survey, Quotations, and Service Scope
Where we carry out a pre-move survey or receive photographs and item lists, we will use that information to assess the job. A quotation may be fixed or estimated depending on the nature of the move. A fixed quote is based on the agreed scope, while an estimate may change if the job takes longer than expected or if the volume of goods is greater than described. Additional charges may apply for waiting time, extra labour, difficult access, unplanned dismantling, additional stops, or work requested on the day that was not originally included. We will always aim to explain such changes clearly.

It is the customer’s responsibility to declare items of high value, fragile goods, heavy items, pianos, antiques, artwork, cash, jewellery, or restricted goods before the move. We may refuse to transport certain items if they are unsafe, unlawful, or unsuitable for transport in a standard removal vehicle. Unless separately agreed, the service does not include specialist cleaning, hoisting, deep disassembly, structural work, or the movement of items that require specialist lifting equipment. Any additional work requested during the removal may be charged at our prevailing rates.

3. Payments and Charges
Payment terms will be set out in the quotation or booking confirmation. Unless otherwise agreed, payment is due in full on completion of the service on the same day. We may accept payment by bank transfer, card, or another agreed method, but we are not obliged to accept cash unless previously arranged. If a deposit has been taken, it will usually be deducted from the final balance. All prices are stated inclusive or exclusive of VAT according to the quotation provided, and any VAT liability will be shown where applicable.

If the move takes longer than expected due to delays outside our control, inaccurate information, restricted access, additional items, or requests for extra services, we reserve the right to charge for the additional time and resources used. If payment is not made when due, we may suspend any further obligations and may recover outstanding sums by lawful means, including reasonable costs associated with recovery. The customer is responsible for all fees, charges, or expenses incurred as a result of late payment, provided these are lawful and proportionate.

Where a booking is made through an employer, letting agent, solicitor, or another third party, that party may remain liable for payment if they have agreed to do so in writing. However, unless expressly stated otherwise, the customer remains jointly responsible for charges connected with the move. Discounts, promotions, or special rates may be withdrawn if the booking is changed, deferred, or reduced in scope.

4. Cancellations, Delays, and Rescheduling
You may cancel or reschedule a booking by giving us notice in writing. The amount of notice required may depend on the size and complexity of the move and will be confirmed at the time of booking. If you cancel at short notice, we may retain all or part of the deposit or charge a cancellation fee to reflect costs already incurred, including vehicle allocation, labour scheduling, fuel, packing materials, or lost availability. If the move is postponed, we will try to offer a new date, but availability cannot be guaranteed.

We may also need to cancel or reschedule if circumstances beyond our control make performance impractical or unsafe. This may include severe weather, road closures, vehicle breakdown, industrial action, fire, flood, illness, or access restrictions imposed by a landlord, building manager, or local authority. In such circumstances, we will use reasonable efforts to notify you and arrange an alternative date. We are not liable for losses caused by unavoidable delays, provided we have taken reasonable steps to reduce disruption.

If the customer is not present, not ready, or unable to provide access at the agreed time, waiting charges may apply. If the move cannot proceed because of missing keys, incorrect addresses, unsafe conditions, or failure to secure necessary permissions, we may treat this as a late cancellation or failed attendance and recover reasonable costs. We reserve the right to refuse to continue with a job if, in our reasonable opinion, it would be unsafe, unlawful, or materially outside the agreed scope.

5. Customer Responsibilities
The customer must ensure that the property is ready for removal on the agreed day. This includes arranging access, obtaining parking permissions where needed, protecting floors or walls if requested, disconnecting appliances where safe and appropriate, and ensuring that all items are packed securely unless packing has been included in the service. The customer should also separate items that are not to be moved, because we may not inspect every room or container individually. Where we help to pack or wrap goods, this is done on the understanding that normal handling care applies.

The customer must inform us of any items that are dangerous, prohibited, defective, leaking, infested, or likely to cause injury or damage. Such items may include gas canisters, fuels, paints, chemicals, asbestos-containing materials, biological waste, or hazardous batteries. If such items are concealed or not disclosed, the customer may be liable for any resulting loss, damage, cleaning, decontamination, or disposal costs. If the move includes dismantling or reassembly, the customer must ensure the furniture and fittings are suitable for this work and that any manufacturer instructions are available where relevant.

6. Our Responsibilities and Standard of Service
We will provide the removal service with reasonable skill and care. Our team will handle goods in a professional manner, use suitable equipment, and take reasonable steps to protect items during transit. However, removals involve handling bulky and often pre-used items, and minor scuffs, cosmetic marks, or wear may occur despite careful handling. We will aim to place items in the rooms requested at the destination, subject to safe access and space being available.

7. Liability, Loss, and Damage
Our liability is limited to loss or damage caused directly by our negligence or breach of these terms. We are not responsible for loss arising from pre-existing defects, inadequate packaging by the customer, inherent fragility, natural deterioration, or items that were already damaged before the move began. We are also not liable for indirect or consequential losses, including loss of profits, loss of business, missed appointments, or emotional distress, to the extent allowed by law.

Where we have packed items ourselves, our responsibility will still be limited where the damage results from hidden defects, unsuitable containers, or circumstances beyond reasonable control. Customers must report any loss or damage as soon as reasonably possible and provide supporting details so we can investigate. We may ask for photographs, inventory notes, or proof of value. Any claim must be made within a reasonable time after delivery, and failure to notify us promptly may affect our ability to assess the issue.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded. If we are found liable for damage to goods, our liability may be limited to the reasonable repair cost, replacement value, or a capped amount stated in the quote or booking confirmation, whichever applies. Customers are encouraged to arrange appropriate insurance for items of high value or special significance.

8. Insurance and Risk
Risk in the goods generally passes to the customer once delivery is completed, subject to any specific written arrangement. Where items are loaded and transported by us, we will take reasonable precautions to protect them, but transport risk can never be completely eliminated. Standard service cover does not necessarily amount to full commercial insurance for every item, and some possessions may require separate cover due to their value, condition, or special handling requirements. The customer is responsible for ensuring that adequate insurance is in place if desired.

Claims for loss or damage do not automatically entitle the customer to a refund of all service charges. Any remedy will depend on the nature of the issue, the evidence provided, and the applicable legal rights. We may choose to repair, replace, compensate, or otherwise resolve a claim where appropriate, but we are under no obligation to provide a remedy beyond what the law requires or what has been agreed in writing. Where third parties are involved, any claim may also be subject to the terms of those third parties.

9. Waste, Disposal, and Environmental Compliance
If we are asked to remove waste, unwanted items, packaging, or clearance materials, the customer must ensure that the items are lawful to collect and dispose of. We comply with UK waste regulations and will only transport, transfer, or dispose of waste in accordance with applicable law. This includes requirements relating to duty of care, segregation of certain materials, and use of authorised disposal or recycling facilities. We may ask the customer to identify any items that are electrical, hazardous, or subject to special handling requirements before collection.

Waste services may be subject to separate pricing and may not be included in a standard moving quotation. We reserve the right to refuse the removal of prohibited or unsafe waste, including hazardous substances, clinical waste, asbestos, and any item that requires specialist licensing or equipment unless this has been expressly agreed in advance and lawfully permitted. The customer confirms that they have the legal right to transfer any waste presented for collection and that it does not contain hidden hazards. If waste has not been correctly described, additional charges or refusal of service may apply.

10. Property Access, Parking, and Site Conditions
The customer is responsible for arranging lawful and practical access to both the collection and delivery addresses. This includes permits, parking suspension applications, loading bay arrangements, lift reservations, and any building access procedures. If access is restricted, we may need to adapt the service or use additional labour, which can affect the price and timing. We are not responsible for delays caused by blocked access, traffic enforcement, or site conditions beyond our control. If our vehicle must park illegally at the customer’s request, we will not agree to do so.

We may decline to enter a property or continue work where conditions appear unsafe, including exposed wiring, structural risks, aggressive animals, unsanitary conditions, or the presence of illegal or dangerous materials. In such cases, we may charge for attendance time already spent and for any resources allocated. The customer should ensure that children, pets, and unauthorised persons are kept clear of the work area to reduce the risk of injury and to allow the move to proceed efficiently.

11. Termination and Suspension
We may suspend or terminate the service immediately if the customer breaches these terms, provides false information, fails to pay sums due, or creates an unsafe or abusive working environment. If work is stopped for these reasons, the customer may still be required to pay for the part of the service already delivered together with any reasonable costs incurred. We may also cancel a booking where continued performance would be unlawful or materially impractical.

12. Governing Law and Jurisdiction
These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any clause is found to be invalid or unenforceable, the remaining clauses will continue in full force. A failure by us to enforce any right under these terms does not mean that right has been waived.

13. General Provisions
Any variation to these terms must be agreed in writing. We may update these terms from time to time, and the version in force at the time of booking will normally apply to that booking. No third party has any rights under these terms unless expressly stated. By proceeding with a booking, the customer confirms that they have read, understood, and accepted the terms applicable to the moving service, including any specific conditions relating to packing, transport, clearance, or additional labour.