Highbury Removals Service Terms and Conditions

These service terms and conditions set out the basis on which Highbury Removals provides domestic and commercial moving services, including packing support, loading, transport, unloading, and related logistics. By making a booking, the customer agrees to be bound by these terms, which are intended to create a clear, fair, and lawful framework for each removals service. If any part of these terms is not understood, the customer should request clarification before the booking is confirmed.

For the purposes of these terms, references to “we”, “us”, and “our” mean Highbury Removals, and references to “you” or “the customer” mean the person or business booking or receiving the service. These terms apply to every moving service arranged with us unless a separate written agreement expressly states otherwise. No employee, contractor, or representative may vary these terms unless authorised in writing.

We reserve the right to update or amend these terms from time to time. The version in force at the time of booking will apply to that booking, unless a later written agreement is made. It is the customer’s responsibility to read the terms carefully before confirming any removal booking. Continued use of our services after any amendment will be treated as acceptance of the revised terms.

1. Booking Process

A booking is not confirmed until we have received the required information, agreed the service scope, and issued confirmation. The booking process for a house removal or other move typically includes an estimate, assessment of access and volume, confirmation of the chosen date, and acceptance of the quotation. Any estimate provided before full details are known is indicative only and may be revised if the scope changes.

Customers must provide accurate and complete information, including the pickup and delivery addresses, item lists, floor levels, parking or access restrictions, special handling needs, and any time-sensitive requirements. If the customer withholds relevant information, the final cost, staffing, timing, and method of service may be affected. We may refuse or adjust the booking if access, safety, or legality concerns arise.

We will use reasonable efforts to attend on the agreed date and within the agreed time window. However, timings are approximate unless expressly confirmed as fixed. A removal company service depends on factors such as traffic, weather, site access, and prior job duration, so delays can occur. We are not liable for ordinary delay caused by circumstances outside our reasonable control, provided we keep the customer informed where reasonably possible.

2. Service Scope and Customer Responsibilities

The agreed scope will be set out in the booking confirmation or quotation. Unless stated otherwise, our services may include loading, transport, and unloading, but do not automatically include dismantling, reassembly, specialist handling, or packing of delicate items. Any additional work requested on the day may be subject to extra charges and may require amended scheduling. The customer should ensure all instructions are clear before the move begins.

Customers are responsible for ensuring that all items to be moved are suitable for transport and that prohibited, dangerous, flammable, illegal, or perishable goods are not included unless we have expressly agreed otherwise in writing. We may refuse to carry any item that we reasonably believe poses a risk to people, property, vehicles, or other goods. The customer must also ensure access routes are safe and reasonably clear.

The customer must be present, or must appoint an authorised representative, at collection and delivery unless we agree otherwise. A responsible adult should confirm which items are to be moved and sign any inventory, condition report, or handover note where required. If no one is available to provide access or sign off the delivery, additional waiting or redelivery charges may apply.

3. Payments

Unless otherwise agreed, payment terms will be stated on the quotation or invoice. We may require a deposit, partial prepayment, or full advance payment to secure the booking, particularly for larger or time-sensitive jobs. The customer agrees to pay all sums due by the stated deadline. Failure to pay on time may result in suspension, postponement, or cancellation of the removals service.

Our prices may be based on factors such as labour time, vehicle use, distance, access conditions, packing materials, waiting time, and any additional services requested by the customer. If the service scope changes on the day, or if unexpected delays are caused by incomplete preparation, additional charges may apply. Any extra charges will be calculated reasonably and explained to the customer where practicable.

Invoices are payable using the methods we specify at the time of booking or invoicing. If a payment is declined, reversed, or otherwise fails, the customer remains responsible for the full amount and any reasonable costs associated with recovering the debt. We may charge interest and compensation on overdue sums where permitted by law, and we may recover reasonable costs incurred in enforcement.

4. Cancellations, Rescheduling, and Waiting Time

The customer may request cancellation or rescheduling, but any request must be made within the time period stated in the booking confirmation, or if none is stated, within a reasonable period before the move date. If cancellation is made late, we may retain all or part of the deposit to reflect administration costs, reserved capacity, and any losses reasonably suffered. This is without prejudice to any statutory rights that cannot be excluded.

If the customer is not ready at the agreed time, or if we are delayed because access is not available, keys are unavailable, parking is obstructed, or the property is not prepared for loading or unloading, waiting charges may apply. If the delay is excessive, we may treat the job as cancelled by the customer and recover reasonable losses. We will act fairly and proportionately in all such cases.

We may cancel or postpone a booking where required by safety, legal, operational, or weather-related reasons, or where the customer has failed to provide essential information or payment. If we cancel, we will refund any sums paid in advance for work not carried out, unless cancellation is caused by the customer’s breach. We are not responsible for indirect losses arising from cancellation where the law permits exclusion.

5. Liability and Damage

We take reasonable care when carrying out a removals and storage service or any other agreed service, but liability is limited as set out in these terms. We are responsible for loss or damage only to the extent caused by our negligence, wilful misconduct, or breach of contract. We are not liable for pre-existing damage, normal wear and tear, inherent defects, or issues arising from items packed by the customer unless we caused the damage.

Unless otherwise agreed in writing, fragile items, high-value items, works of art, jewellery, cash, important documents, and items of exceptional sentimental value should be specially declared before the move. If the customer does not declare such items, any liability may be excluded or limited to the extent permitted by law. We recommend that customers maintain suitable insurance cover for goods in transit and property being moved.

Any claim for damage, shortage, or loss should be notified to us as soon as reasonably practicable and, in any event, within a reasonable period after delivery. The customer should keep packaging, photographs, and any relevant records to support the claim. We may inspect the goods, packaging, or delivery site before confirming responsibility. Where liability is established, our remedy may be repair, replacement, reimbursement, or another reasonable solution.

6. Waste Regulations and Disposal

Where our service includes removal or disposal of unwanted items, all such activity will be carried out in accordance with applicable waste regulations, environmental requirements, and duty-of-care obligations. We will not transport or dispose of waste unlawfully, and we may refuse to remove items that cannot be handled in compliance with the law. The customer must tell us in advance if any item may require special disposal or handling.

Waste transfer notes, receipts, records, or other documentation may be provided where required by law or where reasonably appropriate. If we are engaged to remove rubbish, bulky waste, or leftover items, the customer must ensure that the items are clearly identified and lawfully presented for collection. Hazardous, clinical, electrical, or contaminated waste may need specialist handling and may incur additional charges or be excluded entirely.

The customer confirms that they have the right to authorise disposal of any items handed over for removal and that no prohibited materials have been concealed among general waste. If we discover hazardous or regulated waste that was not declared, we may stop the work, charge for the time spent, and require the customer to arrange lawful collection. We may also report unlawful conduct where required by law.

7. Items, Access, and Packing Conditions

Where we supply packing materials or pack items on the customer’s behalf, we will use reasonable skill and care. However, we are not responsible for damage caused by insufficient packing if the customer instructed us to proceed against our recommendation or if the item was already defective. The customer should ensure that drawers are emptied, loose parts secured, and appliances disconnected in advance unless this is part of the agreed service.

We may decline to move items that are too heavy, unstable, contaminated, improperly prepared, or unsafe to handle using standard equipment. If specialist equipment, additional personnel, or a revised route is needed, the customer may be charged accordingly. We will always seek a practical solution where possible, but safety takes priority over speed or convenience.

If access to either property requires permits, permissions, lift access, loading bay booking, or temporary parking arrangements, the customer must arrange these unless we have expressly agreed to do so. Any failure to secure required access may cause delay, additional charges, or inability to complete the service. We are not responsible for losses caused by access issues that the customer should reasonably have foreseen or managed.

8. Force Majeure and Operational Disruption

We are not liable for failure or delay in performing the service if the failure results from events beyond our reasonable control, including severe weather, accidents, road closures, industrial action, fire, flood, government restrictions, power failure, or sudden vehicle breakdown. In such circumstances, we will use reasonable efforts to minimise disruption and may offer a revised date or partial performance if appropriate.

If a force majeure event occurs, both parties will act in good faith to find a practical solution. Any extra costs caused by circumstances outside our control may be passed on where reasonable and lawful, provided they are properly explained. This clause does not affect rights that cannot be excluded under UK law, including rights arising from deliberate wrongdoing or fraud.

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. The parties acknowledge that these terms are intended to be interpreted consistently with applicable consumer and commercial law, and any unenforceable provision shall be read down or severed to the minimum extent necessary.

9. Governing Law and Disputes

These terms and any dispute or claim arising out of or in connection with them shall be governed by the laws of England and Wales. If the customer is domiciled elsewhere in the United Kingdom, any mandatory local consumer or statutory rights will still apply where relevant, but the primary governing law for the contract will remain that of England and Wales unless agreed otherwise in writing.

The parties will first try to resolve any disagreement informally and in good faith. If a dispute cannot be resolved in that way, either party may pursue the matter through the courts of England and Wales, unless another forum is required by law. This does not prevent either party from seeking urgent injunctive or protective relief where necessary.

These terms constitute the entire agreement between the parties relating to the service, except for any written variation expressly agreed by both parties. If any provision is found invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay in exercising any right will operate as a waiver of that right. The customer’s statutory rights are not affected.