Stockwell Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Stockwell Removals provides domestic and commercial moving services, including packing, loading, transport, unloading, furniture handling, and related removal work. By placing a booking with us, the customer agrees to be bound by these terms. In these conditions, references to “we”, “us”, and “our” mean Stockwell Removals, and references to “you” and “your” mean the customer, consignee, owner, or authorised representative making the booking or receiving the service.

Our removals service is provided with reasonable skill and care, and we aim to complete each job in a professional and timely manner. However, because every move is different, these terms are designed to explain the scope of the service, what is included, what is excluded, and how responsibility is shared between the parties. Please read these terms carefully before confirming any booking.

These terms apply to all services arranged through our booking process, whether the booking is made online, by telephone, by email, or through another accepted method. If there is any conflict between these terms and a written quotation or booking confirmation, the written quotation or confirmation will take priority for the specific job concerned, provided it does not conflict with applicable law.

1. Booking Process

Bookings for Stockwell Removals services are accepted subject to availability and confirmation by us. A booking request does not create a binding contract until we issue a confirmation, request a deposit, or otherwise indicate acceptance. We may ask for details about the property, access, inventory, parking, floors, lift availability, timing, and any special items so that we can prepare an accurate quotation and suitable team.

Before confirming a move, you must provide complete and accurate information. This includes the volume and nature of the goods, any items requiring special handling, whether there are restrictions on access, and whether the move involves stairs, long carries, or storage handover. If information is incomplete or inaccurate, we may revise the quotation, alter the scheduled vehicle size or crew, or refuse the booking if the service cannot reasonably be carried out as originally planned.

Once a booking is confirmed, we will normally provide details of the agreed service, the scheduled date, the estimated duration, and the price or pricing basis. Any changes requested by you after confirmation, including changes to the inventory, address, date, or access conditions, may result in a revised quotation and may affect availability. We reserve the right to allocate suitable vehicles, equipment, and staff at our discretion.

2. Quotations and Pricing

Quotations for removal company services may be based on an hourly rate, a fixed fee, or a combination of both. The quotation will usually reflect the information supplied at the time of booking and may assume normal access, reasonable loading conditions, and standard handling requirements. Unless stated otherwise, quotations exclude unforeseeable waiting time, additional labour, parking penalties, congestion-related costs, storage, disposal charges, and any costs arising from inaccurate information supplied by you.

We may revise the price before or during the move if circumstances differ materially from those described at the time of booking. Examples include additional items, significant delays, obstruction, unsafe access, excessive carrying distance, or the need for extra vehicles, packaging materials, or specialist handling. We will aim to notify you as soon as reasonably practicable of any proposed adjustment.

All prices are quoted in pounds sterling unless otherwise stated. Where applicable, VAT will be added at the prevailing rate. Any estimate of time or labour is provided in good faith but is not a guarantee unless expressly stated in writing as fixed. We do not promise to complete a job by a particular time unless this has been expressly agreed.

3. Payment Terms

Payment for our house removals or commercial moving services is due in accordance with the payment instructions set out in the booking confirmation or invoice. We may require a deposit, partial advance payment, or full prepayment before the move date. The balance, if any, must be paid immediately on completion of the service unless another arrangement has been agreed in writing.

Accepted payment methods may include bank transfer, debit card, credit card, or another method we notify to you. We are not obliged to commence or continue work if payment has not been made when due. If payment is declined, reversed, disputed without reasonable grounds, or otherwise not received, we may charge reasonable administration costs and recover any direct losses incurred in pursuing the debt, to the extent permitted by law.

Where a move involves storage, disposal, or specialist services, those charges may be invoiced separately and may be payable before release of goods or completion of the relevant work. You are responsible for ensuring that all invoices are settled promptly. Any overdue sums may accrue interest at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or otherwise at a reasonable rate permitted by law.

4. Cancellations, Postponements and No-Shows

You may cancel or postpone a booking by giving us notice in writing or by another method we accept. Because we allocate crews and vehicles in advance, cancellation charges may apply. If you cancel well in advance, any deposit may be partially or fully refundable at our discretion, depending on the amount of notice given and any non-recoverable costs already incurred. Short-notice cancellations may result in a greater charge.

If you postpone the service, we will try to reschedule subject to availability, but a new date is not guaranteed. Where a move cannot proceed because you are not present, access is unavailable, the property is closed, the keys are not released, or the goods are not ready for loading, the booking may be treated as a cancellation or a failed arrival, and waiting or reattendance charges may apply. We may also recover our reasonable wasted costs.

If we need to cancel or postpone due to events beyond our control, including severe weather, vehicle breakdown, road closures, staff illness, fire, accident, or legal restrictions, we will notify you as soon as reasonably possible and seek to rearrange the move. We will not be liable for indirect losses arising from such events, but we will use reasonable efforts to minimise disruption.

5. Customer Obligations

You must ensure that the items to be moved are properly prepared and that the premises are safe and accessible. This includes securing loose items, disconnecting appliances where appropriate, emptying drawers if requested, and protecting fragile goods unless we have expressly agreed to pack them. If any item requires dismantling, specialist handling, or special packaging, you must tell us in advance.

You are responsible for checking that nothing prohibited or hazardous is included in the load. This includes, without limitation, flammable liquids, gas bottles, fireworks, explosives, corrosive substances, live animals, illegal items, and anything else that may pose a risk to people, vehicles, or other goods. We may refuse to carry such items and may report serious concerns to the relevant authority where required by law.

If you ask us to move valuable, fragile, or irreplaceable goods, you must notify us in advance so that we can decide whether additional precautions, documentation, or specialist packing are necessary. Unless expressly agreed, we do not undertake to assess the value of items being moved or to provide insurance advice.

6. Liability and Insurance

We will exercise reasonable care in providing the moving service, but certain risks are inherent in removals work. We are not liable for loss or damage caused by events outside our control, by ordinary wear and tear, by pre-existing defects, or by inadequate packing by you or another party. Items packed by you are carried at your risk unless we have been negligent.

Where we supply packing materials or carry out packing, our liability will still be limited to loss or damage caused by our proven negligence or breach of duty. We are not responsible for goods of special value unless they have been declared to us in advance and accepted in writing. It is your responsibility to arrange insurance for goods of value if you require cover beyond any policy we may maintain.

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. Subject to that, our total liability for a claim arising from a single booking will be limited to the total amount paid or payable for the relevant service, except where a different limit is required by law.

7. Claims and Damage Procedure

If you believe that any loss or damage has occurred during the service, you must notify us as soon as reasonably possible and in any event within a reasonable time after completion. Claims should include a description of the item, the nature of the damage, and any supporting photographs or evidence. Failure to notify us promptly may make it more difficult to investigate the issue and may affect our ability to assist.

We may request an opportunity to inspect the item and the circumstances before any repair, disposal, or replacement takes place. You must not dispose of damaged goods unless we have agreed to that step or it is necessary to prevent further harm. If a claim is upheld, our preferred remedy may be repair, replacement, or a reasonable cash settlement, depending on the circumstances and subject to our liability limits.

We do not accept responsibility for loss or damage caused by items being inadequately packed, unsecured, overfilled, mislabeled, or left in drawers, boxes, containers, or appliances unless we have expressly undertaken that task. Likewise, we are not responsible for minor cosmetic scuffs, pre-existing marks, or deterioration caused by handling items in a manner consistent with ordinary removals practice.

8. Waste, Disposal and Environmental Compliance

Where we agree to remove unwanted goods, packaging, or waste as part of a service, such activity will be carried out in accordance with applicable waste regulations and environmental requirements. You must tell us in advance if items are intended for disposal, recycling, or donation. We may decline to remove certain waste streams if they require specialist handling, licensing, or separate legal treatment.

You remain responsible for ensuring that any waste presented for removal is correctly described and does not contain hazardous materials unless we have expressly agreed in writing to handle them lawfully. We may need to inspect items before loading. If items are incorrectly described, or if we discover prohibited substances or regulated waste, we may refuse collection, isolate the items, or end the service where necessary for safety or compliance.

If waste is handed to us for disposal, you confirm that you have authority to transfer those materials and that they are not subject to any third-party ownership claim, retention right, or special disposal restriction. We may use licensed waste carriers, transfer stations, or recycling facilities and will act in accordance with legal obligations relating to traceability, segregation, and lawful disposal. Any associated fees may be charged to you.

9. Delays, Access and Force Majeure

Although we plan each move carefully, the timetable may be affected by traffic, roadworks, weather, ferry or rail disruption, parking restrictions, security checks, or delays caused by previous jobs. We will use reasonable efforts to attend within the agreed window, but timing remains an estimate unless expressly guaranteed in writing. Delay caused by factors outside our reasonable control will not usually entitle you to compensation.

You are responsible for arranging any required parking suspension, permits, building access, lift bookings, or security clearance unless we have agreed to do so. If such arrangements are not in place and delay results, additional charges may apply. We are not liable for losses arising from refusal of access by building management, neighbours, landlords, or authorities where the issue is not caused by our breach.

We shall not be in breach of contract if performance is prevented or delayed by events beyond our reasonable control, including acts of God, epidemic, industrial action, government action, fire, flood, accident, or interruption to transport networks. In such cases, our obligations will be suspended for the duration of the event, and we will agree a revised plan where reasonably possible.

10. General Legal Terms

The contract created by these removal company terms is between you and us only. No other person has any right to enforce any part of these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force.

Our failure or delay in enforcing any right or remedy does not mean that we waive that right or remedy. Any waiver must be in writing to be effective. We may assign or subcontract any part of the service where reasonably necessary, provided that doing so does not materially reduce the standard of service we have agreed to provide.

These Terms and Conditions may be updated from time to time. The version in force at the time of booking will apply to your service unless a later written agreement states otherwise. We recommend that you save a copy of the terms provided with your quotation or booking confirmation for your records.

11. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, any mandatory rights under applicable local consumer law remain unaffected to the extent required by law.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or relating to the service, unless the law requires otherwise. Before starting court proceedings, both parties should try to resolve any issue in good faith through written communication and reasonable negotiation. This does not affect either party’s legal rights where urgent relief is needed.

By confirming a booking with Stockwell Removals, you acknowledge that you have read, understood, and agreed to these terms. If you do not accept them, you should not proceed with the booking or allow the service to commence.