Stjohnswood Removals Service Terms and Conditions
These Stjohnswood Removals service terms and conditions set out the basis on which we provide domestic and commercial moving services, including packing, loading, transport, unloading, and related handling services. By making a booking, the customer agrees to these terms, which are intended to create a clear understanding of the responsibilities of both parties. In these terms, references to we, us and our mean the removal company, and references to you and your mean the customer who requests the service.
These terms apply to every Stjohnswood removals service unless a separate written agreement states otherwise. Any quotation, booking confirmation, inventory, or written instruction form part of the agreement where relevant. If there is any inconsistency between a quotation and these terms, the written quotation will take priority only for the specific items or services listed in it. Nothing in these terms affects any rights that cannot lawfully be excluded under UK law.
We aim to provide a professional Stjohnswood removal service that is fair, practical, and transparent. However, because moving services depend on access, timing, weather, vehicle suitability, and the condition of items being moved, we reserve the right to adjust operational arrangements where necessary to complete the work safely and lawfully.
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. A quotation may be based on information you supply, including item lists, access conditions, floor levels, parking availability, specialist item requirements, and any packing or dismantling needs. Stjohnswood removals quotations are usually based on the details available at the time of enquiry and may change if the service scope changes.
You are responsible for giving accurate, complete, and up-to-date information. If the information you provide is incomplete or inaccurate, we may revise the price, adjust the vehicle size, change the number of staff, or amend the schedule. Where a survey is carried out, it is intended to reduce the risk of misunderstanding, but it does not remove your responsibility to disclose items that are unusually heavy, fragile, valuable, hazardous, or difficult to access.
A booking may require a deposit or advance payment to secure the date. Unless otherwise agreed, the booking is not fully confirmed until any required deposit has been received. We may decline, suspend, or cancel a booking if we reasonably believe the service requested cannot be delivered safely, lawfully, or within the agreed operational constraints.
2. Service Scope and Customer Responsibilities
Our Stjohnswood removals company provides the services described in the booking confirmation only. Unless expressly included, we do not provide storage, disposal, specialist cleaning, or unpacking beyond the agreed scope. You must ensure that all items are properly prepared for transit unless we have specifically agreed to pack or protect them on your behalf.
You must obtain all permissions required for the move, including building access approval, lift reservations, parking permissions, permits, and any landlord, freeholder, or managing agent consent that may be needed. If access is delayed because permissions were not arranged, waiting time or abortive attendance charges may apply. You should also ensure that children, pets, and unauthorised persons are kept away from the work area for safety reasons.
It is your responsibility to separate items that are not to be moved. If items are left mixed together with goods that are to be transported, we may reasonably assume that those items form part of the removal load unless told otherwise. We are not responsible for identifying excluded items unless they have been clearly marked or listed in writing.
3. Payments and Charges
All prices are stated in pounds sterling unless otherwise agreed. Charges may be fixed, hourly, or based on a combination of labour, vehicle use, access difficulty, waiting time, packing materials, or specialist handling. Where the quotation is based on hourly rates, billing normally starts when the team arrives at the agreed location and ends when the work is completed, subject to any minimum charge or pre-agreed time block.
Unless stated otherwise, payment is due on the day of the move or immediately upon completion of the service. We may require full or partial payment in advance, including a deposit. Any deposit paid may be non-refundable to the extent permitted by law, particularly where costs have already been incurred to reserve staff, vehicles, or resources.
Additional charges may apply where the scope of work increases, for example if the load is larger than described, access is more difficult than expected, extra floors must be climbed, waiting time is incurred, or parking arrangements are not available. If a change materially affects the price, we will explain the reason as soon as reasonably practicable. If payment is not made when due, we may charge reasonable recovery costs and suspend future services.
4. Cancellations, Rescheduling, and Delays
You may cancel or reschedule a Stjohnswood removals service by giving written notice. The amount charged, if any, will depend on how much notice is given and on whether costs have already been committed. If cancellation occurs close to the moving date, we may retain some or all of the deposit, or charge a reasonable cancellation fee, to cover staff, vehicle, and scheduling losses.
If you need to change the date or time, we will try to assist where availability allows, but we cannot guarantee an alternative slot. A requested change is only effective once confirmed by us in writing. If we attend a site and are unable to carry out the work because access is unavailable, keys are not released, or the property is not ready, this may be treated as a late cancellation or abortive attendance.
Delays may arise from traffic, weather, breakdown, strikes, or events outside our control. Where this happens, we will take reasonable steps to keep you informed and to minimise disruption. We are not liable for delay caused by circumstances beyond our reasonable control, although we will always aim to complete the service as efficiently as possible.
5. Liability and Risk
We will take reasonable care when handling your belongings, but you acknowledge that moving goods involves inherent risk. Unless caused by our negligence or breach of these terms, we are not responsible for loss or damage arising from the condition of items, poor packing by the customer, normal wear and tear, pre-existing faults, or unsuitable access arrangements. Items such as antiques, glass, artwork, electronics, and sentimental possessions may require special declaration and protection.
Where we supply packing materials or packing services, our responsibility is limited to reasonable care and skill. If you choose to pack items yourself, you remain responsible for the adequacy of the packing, labelling, and declaration of contents. We are not liable for damage to goods that were inadequately packed, unless the damage resulted directly from our negligent handling after proper packing was provided.
5.1 Limits on Liability
To the fullest extent permitted by law, our liability is limited to direct loss and damage that is foreseeable and caused by our breach of contract or negligence. We do not accept liability for indirect or consequential loss, including loss of profit, loss of business, missed deadlines, loss of opportunity, or emotional distress. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
If any item is lost or damaged while in our care, you must notify us as soon as reasonably practicable and provide evidence of the item, its condition, and its value. Any claim should be made promptly so that we can investigate. We may inspect packaging, photos, inventories, and relevant documentation before deciding whether a claim is valid. Where a claim is accepted, our remedy may include repair, replacement, or reasonable compensation at our discretion, subject to the applicable limit of liability.
6. Waste, Disposal, and Environmental Compliance
We may, if agreed in advance, remove unwanted items or carry waste arising from the move. Any disposal or waste handling service must comply with applicable UK waste regulations, including the requirement that waste is transferred only to authorised facilities and handled by appropriate carriers where necessary. We do not unlawfully dump, abandon, or burn waste, and we expect customers to cooperate with lawful disposal arrangements.
You must tell us in advance if any item may be classed as hazardous, controlled, or restricted waste. This includes substances or goods that require specialist handling, disposal documentation, or separate transport. We may refuse to move waste or refuse to handle items that could expose us to legal, environmental, or safety risk. If prohibited materials are discovered during the move, we may halt the service until the issue is resolved.
Where we remove recyclable materials, reusable goods, or general waste, the customer confirms that they have the right to dispose of those items and that they are not contaminated by prohibited substances. If a waste transfer note or similar record is required by law or by the nature of the load, the parties will cooperate in completing it accurately. The customer remains responsible for declaring the contents truthfully.
7. Goods Not Accepted or Specially Restricted
We do not normally accept dangerous goods, unlawful items, live animals, perishable food, plant material requiring special treatment, firearms, ammunition, or items whose transport would breach transport, safety, or waste laws. We may also decline to move items of exceptionally high value unless separate arrangements are agreed in writing. A Stjohnswood removal company is entitled to refuse any item that presents a safety risk or is not properly declared.
If we agree to move a restricted or delicate item, you must provide all relevant information before the move date, including dimensions, weight, and any known defects. We may require additional labour, packing, insurance, or specialist equipment, and additional charges may apply. Our acceptance of an item does not mean that we assume responsibility for defects hidden inside the item or for pre-existing structural weakness.
We may remove and isolate an item if we reasonably believe it may damage other goods, create a hazard, or breach legal requirements. In that event, we will attempt to notify you and ask for instructions. If immediate action is required for safety, we may act without prior approval and later explain the reason for doing so.
8. Insurance and Claims Procedure
We may maintain suitable insurance for our business operations, but any insurance cover is subject to the policy terms and does not create additional rights beyond these terms. Customers are encouraged to arrange their own insurance where appropriate, especially for goods of high value or items with sentimental significance. Any statement about cover should be treated as general information unless confirmed specifically in writing.
To start a claim, you must provide details of the move, the item affected, the nature of the damage or loss, supporting photographs, and any evidence of value or repair cost. Claims should be made as soon as possible and in any event within a reasonable time after the service. Failure to notify us promptly may affect our ability to investigate and may reduce the amount recoverable, if any.
9. Force Majeure and Operational Changes
We shall not be liable for failure or delay in performance caused by events beyond our reasonable control, including severe weather, fire, flood, accident, road closure, industrial action, government restrictions, power failure, or access restrictions imposed by third parties. Where such events occur, we may postpone the service, alter the route, substitute equipment, or rearrange resources as needed to protect people and property.
If a force majeure event continues for a significant period, either party may cancel the affected booking by written notice. In such circumstances, we will deal with any advance payments fairly and in line with the work already completed and the costs already incurred. We will not charge for services not provided, but we may retain reasonable amounts to cover committed expenses where lawful.
10. Governing Law and General Provisions
These terms 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. The courts of England and Wales shall have exclusive jurisdiction, unless another forum is required by applicable consumer law. If any provision of these terms is found unenforceable, the remaining provisions will continue in full force.
No waiver by us of any breach or default shall be treated as a waiver of any later breach. We may update these terms from time to time, but the version in force when your booking is accepted will normally apply to that booking unless a later change is required by law. These terms, together with the accepted quotation and booking confirmation, form the entire agreement between the parties in relation to the service.
Stjohnswood removals service terms are intended to support a reliable and lawful moving experience, with clear expectations on both sides. By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms and conditions.