Richmonduponthames Removals Terms and Conditions

These Terms and Conditions set out the basis on which Richmonduponthames Removals provides moving services to domestic and commercial customers in the UK. By making a booking, accepting a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a clear understanding of the service, the responsibilities of both parties, and the limits that apply to the work we perform.

For the purposes of this document, the words “we”, “us” and “our” refer to Richmonduponthames Removals, and the words “you” and “your” refer to the customer or person making the booking. These terms apply to all removal services, including packing, loading, transport, unloading, furniture handling, and any associated collection or disposal services agreed in writing.

Our service is based on the information you provide. Any quote, estimate, or schedule is issued on the understanding that the details supplied are accurate, complete, and not misleading. If the information changes before or during the move, we may revise the service, timing, equipment, staffing, or price to reflect the actual requirements of the job.

Booking Process

All bookings are subject to availability and confirmation. A booking is not secured until we have received the required details, issued acceptance, and, where applicable, received any deposit or advance payment requested. The booking process may include a survey, either in person, by video, or through a written inventory, so that we can assess the scale and nature of the work.

When making a booking for removals in Richmond upon Thames or any other UK location, you must provide accurate information about property access, parking restrictions, item sizes, packing requirements, fragile goods, and any special handling needs. You must also tell us about stairs, lifts, narrow hallways, delays at either property, and any items requiring disassembly or reassembly.

We reserve the right to refuse or amend a booking if the property conditions, access arrangements, or volume of goods differ materially from what was originally described. If an amended quotation is required, we will explain the revised cost before continuing, unless the situation needs immediate action to prevent delay or damage.

Payments

Unless stated otherwise in writing, payment terms will be shown on your quotation or invoice. We may require a deposit, part payment, or full payment in advance, particularly for larger projects, storage-linked moves, weekend work, or services involving third-party costs. Remaining balances must be paid by the due date shown, and in any event before completion unless we agree otherwise in writing.

Payments may be made by the methods we accept at the time of booking. If a payment fails, is reversed, or is later charged back, you remain liable for the full amount due together with any bank charges, administrative costs, recovery fees, and reasonable legal expenses incurred in collecting the debt. We may suspend or delay work until cleared payment is received.

All prices are normally quoted in pounds sterling and may be based on fixed-price or hourly rates depending on the job. Unless expressly stated, quotations exclude additional charges caused by waiting time, parking fines attributable to incorrect instructions, additional labour, overtime, congestion, ferry costs, tolls, storage, or any unexpected work outside the original scope.

If the move takes longer than expected because of circumstances outside our control or because the information provided was incomplete, the price may increase to reflect the additional labour and vehicle time. We will act reasonably and in good faith when applying any such adjustment. For Richmonduponthames removals services, transparency and clear billing are central to our customer agreement.

Cancellations and Rescheduling

You may cancel or reschedule your booking by giving notice in writing or by any other method we have agreed to accept. Cancellation charges may apply depending on how much notice is given and whether we have already committed staff, vehicles, packing materials, storage space, or subcontractors to your booking.

If you cancel after we have begun work, or if our team is unable to complete the job because access is denied, payment is refused, or the property is not ready, you may still be responsible for the full call-out fee, labour already carried out, and any unrecoverable costs. This applies to all removal company terms unless a separate written agreement says otherwise.

If you ask us to change the date or time of the move, we will do our best to accommodate the request, but we cannot guarantee availability. Rescheduled work may be subject to revised pricing if our costs, staffing requirements, or supplier charges have changed. Any deposit already paid may be transferred once, unless the new date is significantly different or the original resources have already been allocated.

Customer Responsibilities

You are responsible for ensuring that all items are properly packed unless packing has been included in our quotation. Boxes should be secure, properly closed, and suitable for transport. Fragile items should be clearly marked, and valuable items should be declared before the move. We are not responsible for damage caused by unsuitable packing, overfilled boxes, or concealed defects in containers supplied by you.

You must protect documents, jewellery, cash, keys, passports, medicines, and other personal valuables. Unless we have specifically agreed in writing to transport such items, we recommend that they remain with you during the move. It is your responsibility to ensure that appliances are disconnected safely and that liquids, fuels, gas cylinders, or other hazardous items are removed before loading.

You must also ensure that goods can be safely removed from the property and that any permissions needed from landlords, managing agents, neighbours, building managers, or local authorities have been obtained in advance. If lift access, parking, or loading restrictions apply, you must tell us beforehand. Delays caused by missing permissions or inaccurate information may result in extra charges.

Liability

We take reasonable care of your property throughout the move. However, our liability is limited to loss or damage caused by our proven negligence, breach of contract, or wilful misconduct. We are not liable for pre-existing damage, ordinary wear and tear, items packed by you, hidden defects, or loss caused by events outside our control.

Where an item is damaged and we are found liable, our responsibility is limited to repair, replacement, or compensation up to the item’s fair market value immediately before the loss, taking into account age, condition, and depreciation. We may ask for proof of purchase, photographs, or other reasonable evidence. Claims must be reported promptly and in writing, and you must allow us a fair opportunity to inspect the item.

We are not responsible for indirect or consequential losses, including loss of profit, missed deadlines, business interruption, emotional distress, or any secondary costs arising from delay or service disruption, unless such liability cannot lawfully be excluded. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.

If you request us to move particularly fragile, high-value, antique, or specialist goods, you must inform us in advance so that appropriate handling can be discussed. Additional safeguards, specialist packaging, or increased insurance may be required. A failure to declare unusual items may affect the handling arrangements and any subsequent claim.

Waste Regulations and Disposal

If our service includes waste removal, clearance, disposal, or recycling, the work will be carried out in accordance with applicable UK waste laws and duty-of-care requirements. We may only transport, dispose of, or recycle items that are lawful for us to handle and that have been accurately described by you. You must not ask us to remove materials that are illegal, hazardous, or improperly packaged.

Waste transfer documentation may be required for certain collections. You agree to provide accurate descriptions of waste types and quantities, including any items that may contain chemicals, oils, sharps, electrical components, or other regulated materials. If waste is misdescribed, we may refuse collection, adjust the price, or take steps required to comply with the law. Where waste removal forms part of the service, the customer remains responsible for declaring the nature of the waste.

We may decline to transport asbestos, clinical waste, gas canisters, solvent containers, pressurised items, fuel, batteries, or other restricted materials unless we have expressly agreed in writing and are legally permitted to do so. Any costs arising from incorrect classification, contamination, or illegal disposal instructions may be passed on to you. For UK house removals terms, lawful handling of waste is an essential condition of service.

Delays, Access, and Force Majeure

We will use reasonable efforts to arrive and complete the work on time, but arrival times are estimates unless we have agreed a guaranteed slot in writing. Delays may occur because of traffic, weather, road closures, accidents, security checks, or problems with access at either address. We are not liable for delay caused by circumstances beyond our reasonable control.

Where a delay arises, we may need to re-sequence the job, shorten the available service window, or return at a later time. If additional time, mileage, parking, or labour is required, supplementary charges may apply. A force majeure event includes, but is not limited to, extreme weather, fire, flood, strikes, pandemics, civil disturbance, and utility failures affecting the move.

Storage and Third-Party Services

If storage is arranged, either temporarily or as part of a larger move, separate storage terms may also apply. Goods placed into storage are subject to the relevant storage agreement, and you are responsible for ensuring that the items placed there are lawful, safe, and accurately described. Additional handling charges may apply for oversized, awkward, or specially protected items.

When third-party services are required, such as cleaning, lift engineers, locksmiths, parking providers, or specialist carriers, we may act as your agent or coordinate the arrangement on your behalf, but we are not responsible for the acts or omissions of independent third parties unless required by law. Any third-party fees remain payable by you unless we have agreed to include them in our quotation.

Insurance and Claims

We maintain insurance cover appropriate to our business activities, but insurance does not replace your obligation to declare valuable or unusual items. Our quotation may assume standard handling only. If you require extra cover, you should notify us before the move so that suitable options can be considered. Insurance terms may include exclusions, limits, deductibles, and evidence requirements.

Any claim for damage, loss, or shortage must be made as soon as reasonably possible and no later than any deadline stated in the booking or claim procedure. You must retain damaged goods and packaging until the matter is resolved, unless we agree otherwise. Failure to report a problem promptly may affect the assessment of your claim.

General Legal Terms

If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising a right will waive that right. These terms, together with the quotation and any written amendments, form the entire agreement between you and us for the service provided.

We may update these terms from time to time to reflect legal, operational, or pricing changes. The version in force at the time of your booking will normally apply unless a later version is agreed in writing. Nothing in these terms affects your statutory rights as a consumer under applicable UK law.

Governing Law

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. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires a different forum or gives you mandatory rights elsewhere.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. If anything in the quotation, service schedule, or written correspondence differs from these terms, the written agreement for the specific booking will take precedence to the extent of the inconsistency.