Roehampton Removals Terms and Conditions

These Terms and Conditions set out the basis on which Roehampton Removals provides moving and related services in the United Kingdom. By making a booking, confirming an estimate, or allowing our team to begin work, the customer agrees to be bound by these terms. They are intended to provide a clear framework for removals services, packing, loading, transport, storage support where agreed, and any additional tasks that form part of the booked service. Nothing in these terms affects your statutory rights as a consumer.

In these conditions, “we”, “us”, and “our” refer to Roehampton Removals, while “you” and “the customer” refer to the person or business booking the service. The words “goods” and “items” include furniture, personal belongings, boxes, equipment, and any other property to be moved. A confirmed booking is formed only when we accept your request and you have agreed the service details, date, and payment terms.

These terms apply to domestic and commercial moves, single-item transport, part-load services, packing services, and any related work that is expressly agreed in writing or by recorded communication. If any special arrangement has been discussed, it will only override these terms where we confirm it in writing. If a service is not listed in your quote or booking confirmation, it should be treated as excluded unless we agree otherwise before the work begins.

Bookings are usually made after we receive an accurate description of the items, access arrangements, collection and delivery points, and the desired move date. The customer must provide all material facts that could affect the service, including stairs, restricted parking, narrow access, time limits, dismantling needs, or items that require extra care. If the information supplied is incomplete or inaccurate, we may revise the quote, adjust the timetable, or refuse to carry out part of the work if it would be unsafe or impractical.

A quote or estimate is based on the information available at the time and may be revised if the job changes before or during the move. Changes may include additional items, longer carrying distances, delays caused by access restrictions, changes in volume, or the need for extra staff or vehicles. A fixed-price agreement will remain fixed only for the agreed specification. If the actual requirements differ materially, we may charge a fair additional amount based on time, labour, or resources used.

To secure a booking, we may require a deposit or advance payment. The booking is not guaranteed until the required payment has been received, where applicable, and we have issued confirmation. If you book on behalf of another person or business, you confirm that you have authority to do so and that you will ensure all instructions are accurate. The person named on the booking remains responsible for payment unless we agree otherwise in writing.

Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed, payment is due immediately on completion of the service, before unloading is finished, or on invoice within the stated period for approved business customers. We may accept card payment, bank transfer, or another method specified in advance. Any third-party fees, returned payment charges, or bank costs resulting from failed or reversed payments may be passed on to the customer where permitted by law.

If the service is extended because of waiting time, additional labour, parking issues, or extra handling not included in the original booking, further charges may apply. Where a move is delayed by the customer, by building access, or by factors outside our control, we may charge for the additional time incurred. All prices are quoted exclusive of any agreed extras unless expressly stated otherwise. VAT, where applicable, will be added at the prevailing rate.

We may suspend the service or withhold delivery if payment has not been made in accordance with the agreed terms, provided this is lawful and reasonable in the circumstances. Title to any materials supplied by us, such as boxes or packing materials, remains with us until paid for in full, unless ownership has been transferred under a separate written agreement. Late payments may be subject to interest and recovery costs where permitted by applicable UK law.

Cancellations must be made as early as possible. If you cancel before the booking has been accepted, no charge will normally apply unless we have already incurred costs at your request. If you cancel after confirmation, cancellation charges may apply depending on the notice given and any costs already committed. Where a deposit has been paid, it may be non-refundable in whole or in part if we have reserved vehicles, labour, or materials for your move.

If you wish to reschedule, we will try to accommodate a new date, but this depends on availability and may require a revised price. Changes made close to the scheduled service date can affect staffing and vehicle planning, and therefore may incur an administration fee or a loss-of-slot charge. If you do not provide access to the property, fail to be present when required, or do not make the goods available for collection, we may treat the booking as cancelled by you and charge reasonable costs.

We may cancel or pause the service where performance becomes unsafe, unlawful, or impossible, including circumstances involving severe weather, road closures, vehicle breakdown, staff illness, inaccurate disclosure of goods, or failure to comply with these terms. In such cases, we will aim to offer an alternative date or a fair refund for any part of the service not performed. We are not responsible for indirect loss caused by cancellation where the event is outside our reasonable control.

Our liability is limited to the standards and obligations set out in these terms and under applicable law. We will take reasonable care when handling items, property, and access areas, but you are responsible for ensuring that goods are adequately packed, labelled, and suitable for transport unless we have agreed to pack them ourselves. Fragile items, valuables, cash, jewellery, documents, artwork, antiques, plants, and high-value electronics should be declared in advance and may be subject to special conditions or exclusions.

We are not liable for loss or damage caused by items that were inadequately packed by the customer, inherent defects, ordinary wear and tear, pre-existing damage, or circumstances beyond our control. This includes damage arising from unsuitable packaging, overfilled boxes, hidden weakness in furniture, or movement of items that were not properly secured. If you request that an item be moved in a way that we consider unsafe, we may refuse that instruction or require written confirmation from you.

Our liability for proven loss or damage, where we are responsible, will normally be limited to the reasonable repair cost, replacement value, or declared value of the item, whichever is appropriate and lawful, subject to any agreed insurance or cover. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Any claim must be reported promptly and supported by evidence where reasonably available.

Where packing or unpacking is included, we will use reasonable skill and care, but the customer remains responsible for identifying any items requiring specialist handling. Dismantling and reassembly may be included only if agreed in advance and only for furniture that can be handled safely with normal tools and reasonable effort. We are not responsible for reassembly issues caused by manufacturer defects, missing fixings, or pre-existing instability. If a property or item must be protected, you should tell us before the booking date.

Access arrangements are the customer’s responsibility unless we have expressly agreed to manage them. This includes parking permission, building entry, lift availability, service elevator bookings, and any permits required for loading or unloading. If access is restricted or delayed, the service may take longer and the final charge may increase accordingly. We may also refuse to move certain items if access conditions create a risk of injury, damage, or breach of law.

Waste handling and disposal are subject to UK waste regulations. We do not remove or dispose of waste, unwanted items, packaging, or household junk unless this has been agreed in advance as part of a lawful waste removal or clearance service. Where we do carry waste, you agree to provide accurate details of the waste type and confirm that it is lawful for us to transport it. You must not ask us to move hazardous, prohibited, or improperly packaged materials.

All waste must be described honestly, and any items that may be classed as controlled, hazardous, electrical, or commercial waste must be disclosed before the service begins. The customer is responsible for ensuring that any waste transferred to us is correctly segregated and that no prohibited substance is included. We may refuse to handle waste where doing so would breach applicable regulations, our licensing conditions, insurance requirements, or safety procedures. If waste is left in our vehicle or on a property without prior agreement, it may be treated as abandoned property where lawful.

If we arrange disposal or transfer of waste, we may use licensed facilities or licensed subcontractors where permitted by law. The customer acknowledges that some waste may require records, documentation, or additional fees associated with lawful disposal. Any load that includes mixed waste, special waste, or items requiring separate treatment may incur extra charges. We are entitled to request further information to ensure compliance with waste transfer and duty-of-care obligations under UK legislation.

You must not use our service to dispose of items that are illegal to transport, store, or discard, including but not limited to unsafe chemicals, asbestos, medical waste, pressurised containers, weapons, or other regulated materials unless we have expressly agreed and are legally able to handle them. If prohibited materials are discovered, we may stop the service, remove the item from the load, and charge for time and costs already incurred. The customer will be responsible for any loss, penalty, or claim arising from inaccurate disclosure.

Delays caused by traffic, weather, third parties, access restrictions, or events beyond our control do not constitute a breach of contract. We will use reasonable efforts to complete the service on the agreed date, but time is not normally of the essence unless specifically confirmed in writing. If completion is delayed by circumstances outside our control, we may notify you of a revised schedule and any additional charges resulting from waiting or rescheduling.

We may subcontract part of the service where necessary for operational reasons, but we remain responsible for the service provided within the scope of these terms, subject to any lawful limitation of liability. Any subcontractor engaged on our behalf will be expected to act in accordance with applicable legal and safety requirements. Nothing in these terms creates a partnership, joint venture, or employment relationship between us and the customer.

These terms and any dispute arising from them shall be governed by the laws of England and Wales. If you are a consumer, you may benefit from mandatory consumer protection provisions that apply in your jurisdiction. If a court or competent authority decides that any clause is invalid or unenforceable, the remaining clauses will continue in full force. No waiver of any breach will be treated as a waiver of any later breach.

You agree that the service will be carried out on the basis of the booking details, the inventory provided, and any written amendments agreed before or during the move. Where the customer requests urgent changes, additional stops, or an altered route, we may revise the price and timing accordingly. We reserve the right to decline any instruction that would breach road safety, property rules, or legal obligations, or that would expose our staff or your goods to unreasonable risk.

Any complaint about the service should be raised as soon as reasonably possible so that we may investigate and, where appropriate, take corrective action. This may include inspection of the affected item, review of photographs, or confirmation of the circumstances in which the issue occurred. We are not obliged to resolve a complaint where the customer has failed to allow reasonable access for inspection, repair, or verification. Claims made long after the service may be harder to assess fairly.

These Terms and Conditions form the entire agreement between the parties in relation to the booked service, except for any written amendments or mandatory legal rights. By proceeding with a booking, you confirm that you have read, understood, and accepted the terms that apply to your moving service or related arrangement with Roehampton Removals. We recommend that you keep a copy for your records and refer to it before making any significant change to the booking.