Putney Removals Terms and Conditions
These Putney Removals Terms and Conditions set out the basis on which our moving and related services are provided. By making a booking, you agree to be bound by these terms, which are designed to clarify responsibilities, payment arrangements, service limits, and practical requirements for a safe and efficient move. Please read them carefully before confirming any service.
For the purposes of these terms, references to ???we??�, ???us??�, and ???our??� mean the removals service provider, and references to ???you??� or ???your??� mean the customer, account holder, or person acting on behalf of the customer. If you are arranging a booking for another person, you confirm that you have authority to do so and that the other person will comply with these terms as though they were the contracting party.
These terms apply to domestic and commercial moving services, packing support, loading and unloading, furniture handling, transport, and related labour where included in the agreed quotation. Any additional work requested on the day may be accepted at our discretion and may be charged separately. Nothing in these terms affects your statutory rights under UK law.
1. Booking Process
A booking for Putney removals services is only confirmed once we have accepted your request and, where required, received any deposit or initial payment. Quotations may be provided based on inventory details, property access, floor levels, parking restrictions, item descriptions, photos, video surveys, or a site visit. The accuracy of the booking information is essential because the price, vehicle size, staffing, and timing are based on what you tell us.
You must ensure that all relevant details are complete and correct at the time of booking. This includes the collection and delivery addresses, dates, estimated volume, items requiring special care, access constraints, and any conditions that may affect the move. If the information changes before the service date, you must notify us promptly. We may revise the quote or service plan if the scope of work changes.
We reserve the right to decline, reschedule, or amend a booking if the information provided is materially inaccurate, incomplete, or misleading. This may include situations where the volume of goods is significantly larger than stated, access is unsafe or impossible, or items require specialist handling not previously disclosed. Where practical, we will explain the reason for any change and offer an alternative arrangement.
2. Access, Timing, and Customer Responsibilities
You are responsible for ensuring that premises are ready for the move at the agreed time. This includes arranging reasonable access, clearing pathways, securing parking permissions where needed, and making sure keys, alarms, and lift access are available as required. Delays caused by lack of access, late key handover, or failure to prepare the property may result in waiting charges or a revised schedule.
Unless otherwise agreed, the service is provided on the basis that standard loading and unloading conditions apply. If there are unusually narrow staircases, long carrying distances, restricted parking, or other access difficulties, you must tell us in advance. Our crew may refuse to move items if doing so would create a safety risk, damage property, or breach legal or insurance requirements.
You must ensure that goods are properly prepared for transport. Fragile items should be packed securely unless packing is included in the booking, and you should remove loose items, personal documents, valuables, and perishable goods unless specifically agreed otherwise. We recommend that you retain possession of jewellery, cash, passports, and similar items of high value, as our liability for such items is limited as explained below.
3. Prices, Payments, and Invoicing
Prices are usually based on an hourly rate, fixed quotation, or agreed service package. Any estimate is provided in good faith on the information available at the time and may be adjusted if the actual work differs from the original scope. Additional charges may apply for extra labour, delays outside our control, parking permits, congestion, waiting time, storage, specialist equipment, or disposal fees where applicable.
Unless otherwise stated in writing, payment terms require settlement on or before the day of the move. We may require a deposit to secure the booking, and the balance must be paid by the agreed deadline. Accepted payment methods may include bank transfer, card payment, or other methods notified to you in advance. Any payment processing fees, if applicable, will be communicated before the transaction is completed.
If payment is overdue, we may charge statutory interest and reasonable recovery costs to the extent permitted by law. We also reserve the right to suspend further services, retain goods where lawful to do so, or cancel future bookings if an invoice remains unpaid. In the event of a pricing dispute, you must notify us promptly and pay any undisputed amount on time.
4. Cancellations, Rescheduling, and Amendments
You may cancel or request to reschedule a booking by giving us notice as early as possible. Because removal work involves planning, vehicle allocation, and staffing commitments, cancellation charges may apply depending on how much notice is provided and whether preparatory work has already taken place. Any deposit paid may be non-refundable in whole or in part where the cancellation is made late or where costs have already been incurred.
If you need to amend the date, time, inventory, or other key details, we will try to accommodate the request, but changes are subject to availability. A revised quotation may be issued if the amendment affects labour, duration, or equipment needs. Repeated changes may result in an administrative fee or may require the booking to be treated as a new request.
We may cancel or suspend a booking if performance becomes impossible or unsafe due to circumstances beyond our reasonable control, including severe weather, traffic disruption, vehicle breakdown, industrial action, illness, or property access problems. If this happens, we will aim to offer an alternative date or a fair refund for any part of the service not provided, subject to our legal obligations.
Where you are a consumer and have entered into the contract off-premises or at a distance, any cancellation rights that apply under the Consumer Contracts Regulations 2013 will be honoured, subject to the usual exceptions for services already started with your consent. If you ask us to begin work within the cooling-off period, you may lose the right to cancel once the service has been fully performed.
5. Liability, Damage, and Insurance
We will take reasonable care when handling your goods, but removals work carries inherent risk. Our liability is limited to loss or damage caused by our negligence, breach of contract, or failure to use reasonable skill and care. We are not responsible for pre-existing damage, normal wear and tear, inherent defects, poor packing by the customer, or damage caused by items that were unstable, overfilled, or unsuitable for transport.
Where you pack your own items, you are responsible for the adequacy of the packing unless we have expressly agreed to pack those items ourselves. We are not liable for damage to contents of boxes that were not packed by us, except where damage results directly from our negligence in handling the boxes. Similarly, we are not responsible for damage to furniture that was disassembled by the customer or by a third party unless we agreed to assemble or dismantle it.
To the extent permitted by law, our total liability for any claim arising from a single booking shall not exceed the total amount paid or payable for the service in question, except where liability cannot lawfully be limited or excluded. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.
Any claim for loss or damage must be reported to us as soon as reasonably possible and, in any event, within a reasonable period after delivery. You must provide evidence of ownership, value, and the nature of the damage or loss, together with any photographs or relevant documents. We may inspect the goods and packaging before deciding whether a claim is valid and what remedy is appropriate.
If we are using third-party storage, subcontractors, or external disposal facilities as part of the service, their own terms may also apply where relevant. However, we remain responsible for organising the service we have agreed with you, subject to the limits in these terms and any specific written conditions disclosed at the time of booking. You should insure high-value or irreplaceable goods independently where appropriate.
6. Waste, Disposal, and Regulatory Compliance
Any disposal, clearance, or removal of unwanted items will only be carried out where expressly agreed in advance and in compliance with applicable waste legislation. We operate in accordance with UK requirements relating to waste handling, duty of care, and responsible transfer of materials. You must not ask us to dispose of hazardous, prohibited, or unlawful items unless we have specifically confirmed that we are authorised and equipped to handle them.
The customer remains responsible for declaring whether items are waste, reusable goods, or materials requiring special treatment. If you ask us to remove waste, you warrant that you have the legal right to do so and that the items are not subject to restrictions, ownership claims, or environmental controls. We may refuse certain items, including chemicals, asbestos, medical waste, pressurised containers, gas cylinders, oils, batteries, and electrical goods that require specialist recycling, unless prior arrangements have been made.
Where waste is collected, we may need to separate materials for recycling, reuse, or authorised disposal. You agree to provide accurate descriptions of the waste and to pay any associated charges, including tip fees, recycling levies, or labour needed for sorting and transfer. If we believe items have been misdescribed, we may adjust the price, decline disposal, or ask you to retain the items.
7. Customer Warranties and Prohibited Items
You warrant that all goods handed to us are your property or that you have authority from the owner to arrange their movement or disposal. You must not include dangerous, illegal, stolen, or contaminated items in any shipment unless we have expressly agreed otherwise and any required documentation is in place. We may inspect goods where necessary to protect health, safety, and legal compliance.
Prohibited items may include firearms, explosives, flammable substances, live animals, perishables likely to spoil, and any item that could endanger our staff, vehicles, or other property. If prohibited items are discovered, we may refuse to carry them, remove them from the load, or terminate the service immediately where required for safety or compliance reasons. Any resulting delays or costs may be charged to you.
8. Force Majeure and Operational Delays
We are not liable for failure or delay in performing the service where the failure is caused by events beyond our reasonable control. Such events may include adverse weather, road closures, accidents, fire, flood, strikes, civil disorder, acts of government, utility failures, or sudden illness affecting key personnel. Where possible, we will notify you of the issue and arrange a revised service date or alternative plan.
If an event outside our control causes additional labour time, vehicle hire, overnight accommodation, or other unavoidable costs, we may pass on those costs where reasonable and permitted by law. We will always aim to minimise disruption and keep any additional charges proportionate to the circumstances.
9. Complaints and Dispute Handling
If you are dissatisfied with any aspect of the service, you should raise the matter with us promptly so that we can investigate. We may ask for supporting information, including photographs, inventories, or a written description of what occurred. Most concerns can be resolved by clarification, repair, partial refund, or another reasonable remedy where appropriate.
Nothing in this section prevents you from seeking legal advice or pursuing rights available under applicable consumer law. However, you agree to give us a fair opportunity to review and resolve the issue before commencing formal proceedings, unless urgent action is required.
10. Governing Law and Jurisdiction
These terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer protection rules provide otherwise.
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. No failure or delay by us in exercising any right under these terms shall constitute a waiver of that right.
By proceeding with a booking for Putney removals, Putney moving services, or any related service, you confirm that you have read, understood, and accepted these Terms and Conditions. These terms form the complete agreement between you and us in relation to the services booked, unless a variation has been agreed in writing.