Terms and Conditions for Removals Catford
These Terms and Conditions govern the provision of domestic and commercial removals services in Catford and any related packing, loading, transport, unloading, storage coordination, and waste handling arrangements agreed between the customer and the service provider. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. These conditions are intended to set clear expectations around booking, payment, cancellation, liability, waste regulations, and legal jurisdiction. They apply to all standard removal contracts unless a separate written agreement has been signed. In these terms, references to we, us, and our mean the removals service provider, and references to you and your mean the customer or the person instructing the service.
Any quotation or estimate issued for Catford removals is based on the information provided at the time of enquiry, including the size of the property, access conditions, distance, volume of goods, parking requirements, and any special handling needs. If the information supplied is incomplete or inaccurate, the final price, timing, and operational plan may change. Unless expressly stated otherwise, quotations are valid for a limited period and are subject to availability. A quotation does not guarantee a booking until it has been accepted and any required deposit or confirmation payment has been received.
Customers should ensure that all details given before the booking are true, complete, and updated if circumstances change. This includes information about stairs, lifts, restricted access, difficult parking, storage needs, fragile goods, oversized items, and any items requiring disassembly. If a removal job differs materially from the description originally provided, we may revise the quote, adjust the service plan, or decline to continue where the change makes performance unsafe or impractical. In these circumstances, any reasonable additional costs incurred may be charged to the customer.
Booking process
To make a booking for a removal service in Catford, the customer must request a quotation and provide sufficient information to allow an accurate assessment. Once the quotation has been accepted, the customer may be asked to confirm the booking in writing and pay a deposit or prepayment, if applicable. A booking is only secured when we issue written confirmation. Until confirmation is issued, availability remains subject to change. If a preferred date is important, the customer should book as early as possible, especially during weekends, month-end periods, and peak moving seasons.
We reserve the right to refuse a booking where the requested work falls outside our service scope, presents a health and safety risk, involves prohibited items, or cannot be completed with the resources reasonably available. We may also require a pre-move survey, inventory list, photographs, or additional details before confirming the job. If the customer requests changes after confirmation, we will assess whether the revised requirements can be accommodated and whether any additional charges apply. Any agreed amendment should be treated as part of the contract once confirmed by us in writing.
The customer is responsible for ensuring that access is available on the scheduled day, that parking permissions are arranged where needed, and that the goods are packed or ready for transport according to the agreed service level. If the service includes packing, the customer must allow sufficient time and access for that work to be completed. Delays caused by incomplete preparation, missing keys, unexpected restrictions, or failure to provide access may result in waiting charges or rescheduling fees. These charges will be reasonable and proportionate to the delay caused.
Payments and charges
Unless otherwise stated in writing, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Payment terms will be shown on the quotation, booking confirmation, or invoice. In most cases, a deposit or card authorisation may be required to secure the booking, with the balance due on or before completion of the removal service. We may also require full or partial advance payment for larger jobs, urgent bookings, or work involving specialist equipment. Failure to pay on time may result in cancellation or postponement of the service.
Any additional charges arising from changes requested by the customer, inaccurate information, extra waiting time, long carry distances, parking penalties caused by the customer’s failure to arrange suitable access, or extra labour reasonably required to complete the work will be added to the invoice. Where a booking runs beyond the estimated time because the property is not ready, goods are not packed, or access is delayed, we may charge for the additional time at the rate disclosed at the point of booking. We will always act reasonably and will provide an explanation for any extras charged.
Payment should be made using the methods we accept at the time of booking or invoicing. The customer must ensure that funds are available and that any card details provided are valid and authorised. If a payment is declined or reversed after the service has been delivered, we reserve the right to recover the outstanding amount, together with any reasonable bank or administrative charges incurred. Interest or late fees may be applied where permitted by law and where specified in the invoice terms.
Cancellations and rescheduling
The customer may cancel or reschedule a booking by giving notice in writing. The amount refundable, if any, will depend on how much notice is provided and whether the job has already been prepared, allocated staff, or reserved vehicles and equipment. If cancellation occurs after we have incurred costs in planning, staffing, or dispatching the service, we may retain all or part of the deposit to cover those costs. In some cases, a cancellation fee may apply even if the job has not yet started.
If the customer requests a new date, we will try to accommodate the change subject to availability. Rescheduling may require an amended quotation, especially if the timing, property access, or volume of work changes. Where we have arranged third-party services or permits on the customer’s behalf, any non-recoverable costs may remain payable. If the customer is not present at the agreed start time and we cannot proceed, this may be treated as a late cancellation or failed attendance, with charges applied accordingly.
We may also cancel or postpone a booking for reasons outside our control, including severe weather, road closures, vehicle breakdown, staff illness, unsafe conditions, or events making performance impossible or unlawful. If this occurs, we will use reasonable efforts to arrange an alternative date. Our liability in such cases is limited to refunding any prepaid sums for the undelivered portion of the service, subject to any lawful deductions for work already completed or costs already incurred. We will not be responsible for indirect losses caused by the delay.
Liability and customer responsibilities
We will exercise reasonable care and skill in providing removal services, but the customer must understand that moving goods involves inherent risks, particularly where items are fragile, old, improperly packed, or exceptionally heavy. Unless otherwise agreed, the customer is responsible for packing, labelling, and securing their belongings so that they are suitable for transport. If we pack goods for the customer, we will use reasonable care, but our liability for items packed by us may be limited where damage results from poor pre-existing condition, hidden defects, or the nature of the item itself.
We are not liable for loss or damage caused by circumstances beyond our reasonable control, including but not limited to traffic delays, adverse weather, strikes, accidents not caused by our negligence, fire, flooding, or instructions given by the customer that we reasonably follow. We are also not liable for damage to items that were already defective, unstable, inadequately wrapped, or unsuitable for transport. The customer should notify us in advance of any valuable, fragile, antique, or unusually shaped item so that we can assess whether special handling is required.
The customer must ensure that all goods handed to us are lawful to transport and do not include prohibited, dangerous, or restricted items unless we have expressly agreed in writing and the appropriate legal conditions are met. This includes, where relevant, hazardous chemicals, pressurised containers, live animals, firearms, illegal substances, and items requiring specialist licensing or handling. We may refuse to carry any item that poses a safety, legal, or contamination risk. If such items are discovered during the job, we may stop work until the matter is resolved and may charge for time already spent.
Waste regulations and disposal requirements
Where our service includes the collection, removal, or disposal of unwanted items, the customer acknowledges that all waste handling must comply with UK waste law, environmental rules, and any licensing requirements that apply to the type of waste involved. We will only transport, recycle, or dispose of waste in accordance with applicable regulations and through lawful facilities or authorised routes. The customer must not ask us to remove items that are hazardous, contaminated, clinical, or otherwise controlled unless this has been agreed in advance and can be lawfully handled.
The customer is responsible for disclosing the nature of any waste before the service begins. Mixed waste, electrical items, mattresses, appliances, paint, oils, batteries, fluorescent tubes, and other regulated materials may require separate handling and additional fees. If waste is incorrectly described, we may refuse collection, revise the price, or require the customer to make alternative lawful arrangements. Any items removed for disposal remain the customer’s responsibility until accepted by an authorised waste processor or disposal site in line with the applicable regulations.
We may ask the customer to separate recyclable materials from general waste where this is operationally necessary or legally required. If the customer leaves prohibited waste with us without disclosure, the customer may be responsible for any fines, penalties, contamination costs, or additional treatment charges arising from that omission, provided such costs are caused by the customer’s failure to provide accurate information. We will keep reasonable records where required by law and may refuse to accept waste if documentation is incomplete or appears incorrect.
Service standards, access, and completion
We aim to complete each Catford removals job within the agreed schedule, but timing estimates are not guaranteed unless explicitly confirmed as fixed. Completion depends on access, traffic conditions, the readiness of the property, and the complexity of the move. The customer must provide safe and unobstructed access to the premises and advise us in advance of any parking restrictions, loading limitations, or building rules. If our team is delayed because access is not available, additional waiting or return-trip charges may apply.
Where the customer asks us to dismantle or reassemble furniture, disconnect appliances, or move items through narrow or difficult spaces, we will take reasonable care but cannot guarantee that all items can be moved without risk. The customer should ensure appliances are disconnected and drained appropriately before collection unless this forms part of the agreed service. We are not responsible for specialist reconnection work unless that is expressly included in the contract and carried out by a suitably qualified person where required.
If we are unable to complete the service because the customer is not ready, fails to provide access, or gives unsafe instructions, we may leave the site and charge for the time and resources already used. Any goods remaining in our vehicle after incomplete completion will be handled reasonably and may be returned, stored temporarily, or released only once payment and arrangements have been confirmed. The customer should inspect the service outcome promptly and raise any concerns as soon as reasonably practicable.
Complaints, governing law, and final terms
If the customer believes the service has not been provided in accordance with these terms, they should notify us promptly with sufficient detail to allow an investigation. We may request photographs, inventories, invoices, or other relevant information. Any claim should be made within a reasonable time after the service date, particularly where damage or missing items are alleged. We will review each matter fairly and seek an appropriate resolution, which may include repair, replacement, partial refund, or another reasonable remedy where legally appropriate.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to those exceptions, our total liability for any claim arising from the service will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is expressly agreed in writing. We do not accept liability for business interruption, loss of profit, loss of opportunity, or other indirect or consequential losses.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service, the quotation, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full force. These terms may be updated from time to time, and the version in force at the time of booking will apply to that booking unless a later version is expressly agreed.