Terms and Conditions for Movers Richmond

These Terms and Conditions set out the basis on which Movers Richmond provides removal, relocation and associated handling services in the United Kingdom. By making a booking, the customer agrees to be bound by these terms and to ensure that all information supplied is accurate and complete. These terms are designed to create a fair and transparent framework for both residential and commercial moves, while reflecting standard UK service practice. For the avoidance of doubt, references to “we”, “us” and “our” mean Movers Richmond, and references to “you” and “your” mean the customer, account holder or authorised representative placing the booking.

Our services may include packing, loading, transport, unloading, furniture placement, and other agreed moving-related tasks. Unless expressly confirmed in writing, we do not provide storage, specialist disposal, dismantling of items not reasonably manageable, or access arrangements beyond the scope of the quotation. Any additional work requested on the day may be accepted at our discretion and may be subject to further charges. Customers should review these terms carefully before confirming a booking, as they form the contractual basis for the services supplied by the Richmond movers.

These terms apply to all quotes, reservations and service instructions accepted by us. They are intended to govern the contract from the moment a booking is confirmed and continue to apply until the completion of the service and settlement of all sums due. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in full force to the extent permitted by law.

1. Booking Process

A booking is made when you accept our quotation and we confirm availability in writing, by email or through another recorded communication method. The quotation may be based on information you provide, including the property sizes, inventory, access details, parking conditions, floor levels, and the items to be moved. You must provide accurate, complete and up-to-date information at the time of enquiry and before the move date. If the details supplied are incomplete or materially different from the actual circumstances, we may revise the quotation, adjust timings or refuse to carry out part of the service.

Bookings are normally subject to the availability of our moving team, the vehicle required, and any specialist equipment or additional staff needed for the job. A booking may be provisional until any required deposit or prepayment has been received. We reserve the right to decline or cancel a booking if we reasonably believe that the service cannot be delivered safely, lawfully or within the agreed parameters. In all cases, the final scope of the service is limited to what has been expressly agreed in the booking confirmation.

On the day of the move, our team will work in accordance with the agreed time window, subject to normal traffic, weather, operational and access delays. You are responsible for ensuring that the goods are ready, packed where required, and accessible for loading. Where we are instructed to move items that are fragile, valuable, oversized or unusual, you must disclose this in advance so that appropriate arrangements may be made. Failure to disclose relevant information may affect timing, pricing, insurance cover and our ability to perform the service.

2. Prices and Payments

Unless stated otherwise, our quotations are based on the information provided at the time of enquiry and may be fixed or estimated depending on the service type. A fixed price remains subject to change only where there is a variation to the agreed scope, missing information, waiting time, access issues, unlisted items, or additional services requested by you. An estimate is a good-faith assessment of likely cost and may increase if the actual work takes longer or requires more resources than anticipated. Any material price change will be explained where reasonably practicable.

Payment terms will be stated in the booking confirmation or invoice. We may require a deposit to secure the reservation, with the balance due before, on completion, or within a stated period after the service, depending on the arrangement agreed. Accepted payment methods may include bank transfer, card payment or another method specified at the time of booking. All fees must be paid in full and cleared funds without deduction, set-off or withholding unless required by law. If payment is overdue, we may charge reasonable interest and recovery costs in accordance with applicable UK law.

Where work extends beyond the agreed period due to delays caused by the customer, such as late access, incomplete packing, parking restrictions, or incorrect information, we may charge waiting time, additional labour, mileage, parking charges or a revised service fee. Any extra costs will be calculated fairly and in line with the rates communicated or reasonably implied at the point of booking. Movers Richmond will not be obliged to release goods or complete the service if payment obligations have not been met, subject to any legal rights you may have as a consumer or business customer.

3. Cancellations, Rescheduling and Delays

You may cancel or reschedule a booking by giving notice in writing. The amount of any cancellation charge depends on how much notice is provided, whether staff or vehicles have already been allocated, and whether third-party costs have been incurred on your behalf. If you cancel at short notice, we may retain a deposit or charge a reasonable proportion of the agreed fee to reflect the loss of business and preparation time. Where the service is rescheduled, we will make reasonable efforts to offer a new date, but availability cannot be guaranteed.

We may cancel or pause a booking if circumstances beyond our control make performance unsafe, unlawful or impracticable. This includes, without limitation, severe weather, road closures, vehicle breakdown, staff illness, strikes, public emergency, or restrictions affecting access to the premises. In such cases, we will aim to contact you promptly and, where appropriate, offer a revised date or partial refund. We will not be responsible for indirect losses arising from a cancellation or delay caused by events outside our reasonable control.

If you are not ready for collection or delivery at the agreed time, or if access is prevented for reasons attributable to you or your premises, we may leave and re-attend later at additional cost, or treat the booking as cancelled with charges applied. Please ensure that keys, permits, lifting access and parking arrangements are in place before the agreed start time. Reasonable waiting time is at our discretion and may be invoiced where it is caused by circumstances that could have been avoided through proper preparation.

4. Customer Responsibilities

It is your responsibility to ensure that all items are properly packed, labelled and ready for transit unless packing has been expressly included in the service. You must remove or secure contents from drawers, cupboards and appliances where appropriate, and ensure that items which require special handling are identified in advance. Our team may refuse to move any item that appears unsafe to carry, badly packed, contaminated, or likely to damage property or other goods. We may also decline to move items containing hazardous materials or illegal contents.

You must ensure that the premises, stairways, corridors, lifts and loading areas are accessible and reasonably safe. Floors, walls and doorframes should be protected if you consider them vulnerable to damage. Where parking is required, you are responsible for arranging any permits or permissions unless we have expressly agreed to do so. If obstacles, poor access, or unannounced restrictions increase the labour required, additional charges may apply. Accurate communication before the moving day is essential to allow the service to proceed efficiently.

The customer must check that all goods, fittings and documents to be moved are listed appropriately and that anything excluded from the service remains separate. We do not accept responsibility for items left behind unless we have expressly agreed to collect them. You should also retain copies of important personal documents, digital files, serial numbers and evidence of ownership. Any keys, codes or entry instructions provided to us should be accurate and current, as incorrect information may cause delay or extra charges.

5. Liability and Insurance

We will exercise reasonable care and skill in providing the services. However, liability for loss or damage is limited to the extent permitted by law and subject to these terms. We are not liable for pre-existing damage, normal wear and tear, inherent defects, items that were inadequately packed by the customer, or damage resulting from customer instructions. Unless otherwise agreed, fragile items, antiques, electronics, artwork and high-value goods should be declared in advance and may require special protection or separate arrangements.

Any claim for loss or damage must be reported as soon as reasonably practicable and, in any event, within a reasonable period after completion of the service or discovery of the issue. You should retain all packaging, damaged items and relevant evidence to support an assessment. We may inspect the item and investigate the circumstances before confirming any responsibility. Where we are liable, our liability will generally be limited to repair, replacement, or the reasonable cost of rectification, up to any applicable cap specified in the quotation or permitted by law.

We do not exclude or limit liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Nothing in these terms affects your statutory rights as a consumer. If you are acting as a business customer, additional limitations may apply to indirect or consequential losses, loss of profit, loss of business, and loss of opportunity, to the fullest extent permitted by law.

6. Waste Regulations and Disposal

Where waste removal or disposal is included as part of the moving service, all activities must comply with applicable UK waste regulations. We will only transport and dispose of waste that has been agreed in advance and that can lawfully be handled by our service. You must not ask us to remove prohibited, hazardous or unclassified waste unless we have confirmed in writing that we are licensed and able to do so. This includes items that may require specialist processing, such as chemicals, asbestos-containing materials, clinical waste or certain electrical goods.

You remain responsible for ensuring that items presented for disposal are accurately described and lawfully transferred for removal. If waste is mixed with personal effects, recyclables or hazardous substances in a way that prevents lawful disposal, we may refuse collection or apply additional charges for sorting, segregation or safe handling. We may also require you to sign a waste transfer note or similar record where appropriate. Any documentation provided should be truthful, complete and signed by an authorised person.

We reserve the right to decline any load that would breach environmental law, licensing conditions or safety requirements. If we are asked to dispose of waste on your behalf, you confirm that you have the authority to instruct us to do so and that the waste has not been illegally deposited. Where third-party waste facilities impose charges, restrictions or acceptance criteria, these may be passed on to you if they arise from your instructions or the nature of the waste.

7. Storage, Abandoned Goods and Property Left Behind

If goods are left on site, in transit, or in our custody because of incomplete instructions, access problems or non-payment, we may charge for reasonable storage, re-delivery or administrative handling if such services are available. We are not obliged to store goods indefinitely. Where goods remain uncollected or unclaimed after we have made reasonable attempts to contact you, we may treat them as abandoned to the extent permitted by law and deal with them accordingly, including disposal or sale where lawful and after any required notices.

We will take reasonable care of items in our possession, but storage is provided only if expressly agreed and may be subject to separate conditions. You must inspect the goods as soon as reasonably possible after delivery or collection and notify us of any issues promptly. If you ask us to leave items in a particular location, you accept responsibility for the condition and suitability of that location unless damage results from our negligence. We are not responsible for items left outside, in communal areas, or in places vulnerable to theft or weather unless specifically agreed in writing.

Any property belonging to the customer that is discovered after completion of the move will be retained for a reasonable period where practicable, but we may ask you to arrange collection at your expense. Sensitive personal documents or small valuables should be kept separately and clearly identified. We will not search through sealed personal containers unless expressly authorised to do so.

8. Complaints and Dispute Handling

If you are dissatisfied with any aspect of the service, you should inform us as soon as possible so that we can assess the issue and, where appropriate, propose a remedy. Early notification improves the chances of resolving concerns efficiently and may help preserve relevant evidence. Where a complaint relates to damage or missing items, please provide photographs, item descriptions and any other supporting information. We will review complaints in a fair and reasonable manner.

We may seek to inspect, repair or replace damaged items, or to agree a financial settlement where appropriate. Nothing in this section prevents you from pursuing legal rights or remedies available under UK law. Where possible, both parties should try to resolve disputes in good faith before starting formal proceedings. Any settlement offered will be without admission of liability unless expressly stated otherwise.

If a dispute cannot be resolved informally, the matter may be referred to the courts with jurisdiction over the contract. These terms are intended to be interpreted in a practical manner, with regard to their purpose as a service agreement for moving and relocation work. The headings in this document are for convenience only and do not affect interpretation.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. Where the customer is based elsewhere in the United Kingdom, mandatory local consumer rights may still apply to the extent required by law. The parties agree that the courts of England and Wales shall have jurisdiction, unless applicable law provides otherwise.

If any provision of these terms is inconsistent with mandatory consumer or commercial legislation, that provision shall be read down or applied only to the extent necessary to comply with the law. No waiver of any breach or delay in enforcing a right shall operate as a continuing waiver. These terms represent the complete agreement between the parties in relation to the services described, subject to any written variation confirmed by us.

By placing a booking with Movers Richmond, you confirm that you have read, understood and accepted these Terms and Conditions. They are intended to support a professional, lawful and predictable service relationship, while allowing reasonable flexibility where operational circumstances require it. If a specific issue is not addressed in these terms, it will be handled in a manner consistent with applicable law, fairness and the agreed scope of the move.