Removal Van Merton Terms and Conditions
These Terms and Conditions set out the basis on which our removal van service is provided. By making a booking, the customer confirms that they have read, understood and agreed to these terms. They are designed to make the moving process clear, fair, and predictable for both parties, whether the service is for a household move, office relocation, or other transport requirement. These terms apply to every removal van booking, unless a separate written agreement has been signed by both parties.
For the purposes of these Terms and Conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “the customer” mean the person making the booking or receiving the service. Where more than one person is involved in the booking, all named and unnamed parties connected with the booking are jointly responsible for complying with these terms. The customer must ensure that all information provided is accurate and complete before the job begins.
These terms are intended to support a professional van removal service and to clarify what can reasonably be expected from us. They are not intended to override any statutory rights that cannot lawfully be excluded under UK law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full force.
All bookings are subject to acceptance by us. A booking request may be made by telephone, email, online form, or any other method we make available. However, a booking is only confirmed once we have received the necessary job details and issued an acceptance or confirmation. The customer is responsible for checking that the booking details are correct, including the date, addresses, access conditions, volume of items, and any special handling requirements.
When arranging a house removal van or similar transport service, you must disclose all relevant information in advance. This includes parking restrictions, stair access, lift availability, long carry distances, heavy or fragile items, and any items requiring dismantling or reassembly. If the information supplied later proves to be incomplete or inaccurate, we may revise the quote, adjust the timing, allocate additional staff, or decline to complete the work if it is unsafe or impractical.
We reserve the right to refuse or cancel a booking before the service starts if we reasonably believe that the work cannot be completed safely, lawfully, or within the agreed scope. Examples may include hazardous goods, unsupported weight limits, illegal waste, severe access restrictions, or situations where the customer has failed to provide essential information. Any such decision will be made reasonably and in good faith.
Prices are normally provided on the basis of the information supplied at the time of booking. Quotes may be fixed, estimated, or hourly depending on the nature of the job. If a quote is described as an estimate, the final charge may vary where the actual work differs from the information originally provided. Any additional labour, waiting time, congestion, parking charges, ferry fees, tolls, or specialist handling requested on the day may be added to the final invoice where reasonably applicable.
Payment terms will be confirmed at the time of booking or prior to the service date. Unless otherwise agreed in writing, payment is due on completion of the job and must be made using one of our accepted payment methods. We may require a deposit, especially for larger bookings, short-notice moves, or jobs involving advance scheduling. Any deposit paid may be non-refundable where cancellation occurs outside the permitted cancellation period or where costs have already been incurred.
Late payment may result in additional administrative charges or interest where permitted by law. If payment is not made when due, we may suspend any further services, retain goods where legally allowed until the outstanding balance is settled, or take lawful steps to recover the debt. Where a booking is made through a third party, the person placing the booking remains responsible for payment unless we expressly agree otherwise in writing.
Cancellations and rescheduling requests must be made as soon as possible. If you cancel more than 48 hours before the scheduled collection time, you may be entitled to a full refund of any payment made, less any non-recoverable costs already incurred. If you cancel within 48 hours of the scheduled time, we may retain part or all of the deposit to cover reserved labour, vehicle allocation, and scheduling losses.
If you are not ready when we arrive, or if access is unavailable, it may be treated as a late cancellation or failed job. This includes situations where keys are not available, items are not packed as agreed, access routes are blocked, or there is no one authorised to proceed. We may charge waiting time, wasted journey costs, or a call-out fee where our team attends but cannot complete the service due to matters within the customer’s control.
We may also need to reschedule or cancel where circumstances beyond our reasonable control prevent us from performing the service, including severe weather, vehicle breakdown, traffic incidents, accidents, legal restrictions, or staff illness. In such cases, we will aim to offer a new date or a reasonable alternative. We will not be liable for losses caused by such events where they amount to force majeure or similar unavoidable circumstances.
Our liability is limited to direct loss or damage caused by our negligence or failure to perform the service with reasonable care and skill. We will not be responsible for indirect or consequential losses, including loss of profit, loss of business, emotional distress, or costs arising from delayed completion, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded.
Where we handle furniture or items during loading, transit, or unloading, we will take reasonable care to protect them. However, you are responsible for ensuring that items are suitably packed, labelled, and protected unless we have expressly agreed to provide packing services. We are not liable for damage to items that are poorly packed, already defective, structurally weak, or unsuitable for transport in the condition presented. Items of special value should be declared in advance, and the customer should consider obtaining appropriate insurance.
Any claim for loss or damage must be reported to us promptly and, where possible, before the completion of the job. The customer should provide reasonable evidence, photographs if available, and details of the circumstances. We may inspect the item and, where appropriate, arrange repair, replacement, or compensation up to the proven direct loss, subject to any agreed liability cap and any applicable insurance arrangements. No claim will be accepted for pre-existing damage, normal wear and tear, or damage caused by the customer’s own instructions.
We may provide a removal van service that includes the handling of unwanted items, packaging waste, or other materials removed from a property. Any waste collected or transported on your behalf must be described accurately and must comply with UK waste regulations. The customer must not ask us to remove hazardous, restricted, or controlled waste unless we have expressly agreed to do so and are legally permitted to handle it. This includes, without limitation, asbestos, clinical waste, oils, chemicals, gas cylinders, batteries beyond ordinary household quantities, and items containing hazardous substances.
Where waste is being moved for disposal, reuse, or transfer to a licensed facility, you must ensure that it has been identified truthfully and that it is not mixed with prohibited materials. We may refuse waste if we believe it would breach environmental law or place our staff, the public, or the environment at risk. We reserve the right to ask for details about the nature and source of the waste before collection or transit.
We will act in accordance with applicable environmental and transport requirements, including duties relating to controlled waste transfer and duty of care. If a waste transfer note, declaration, or other record is required, the customer must cooperate and provide accurate information. You agree not to conceal the presence of hazardous items, fly-tipped waste, or illegally disposed materials. Any breach of waste rules by the customer may result in immediate termination of the service, additional charges, and possible reporting to the relevant authorities where required by law.
The customer is responsible for obtaining any necessary permissions for parking, loading, access, or use of communal areas, unless we have agreed in writing to arrange them. You must ensure that the property is safe and accessible for our team and that there are no hidden hazards such as loose flooring, low ceilings, unsecured pets, or unsafe electrical connections. If special equipment is required for heavy, bulky, or awkward items, this should be discussed in advance so that the correct resources can be allocated.
All items must be ready for collection at the agreed time unless otherwise stated. We may decline to move items that are unsafe, excessively heavy, blocked in, or likely to cause injury or property damage. Our team may also refuse to move currency, jewellery, passports, documents, firearms, perishable goods, live animals, or prohibited items. The customer remains responsible for securing personal data and sensitive materials before the move begins.
These terms are governed by the laws of England and Wales, and any dispute arising from or in connection with the service will be subject to the exclusive jurisdiction of the courts of England and Wales. If any disagreement cannot be resolved informally, the parties agree to act reasonably and to consider proportionate means of resolution before starting formal proceedings. These Terms and Conditions are intended to create a fair framework for our removal van company and the customer, ensuring that each move is handled with clarity, responsibility, and compliance with UK law.