Movers To Service Terms and Conditions

These service terms and conditions set out the basis on which Movers To provides domestic and commercial removal services, packing support, furniture handling, clearance-related assistance, and associated logistical work in the United Kingdom. By making a booking, the customer confirms that they have read, understood, and accepted these terms. The purpose of this document is to give a clear and fair framework for the moving service, including the booking process, payment obligations, cancellation rights, liability limits, waste handling rules, and the law that applies to any dispute.

For the avoidance of doubt, these terms apply to all moving services arranged with Movers To, whether the job involves a full house relocation, office transfer, single-item transport, storage transfer, or a combination of related services. Where a written quote, booking form, job sheet, or other service document contains additional or different conditions, those terms will apply only to the extent that they do not conflict with these general conditions. In the event of any inconsistency, the written agreement for the specific job will take priority.

In these terms, ???we??�, ???us??�, and ???our??� mean Movers To, and ???you??� or ???the customer??� means the person, business, or organisation requesting the service. ???Goods??� means the items being moved, packed, handled, dismantled, stored temporarily, or otherwise processed as part of the service. References to a ???booking??� include any confirmed reservation made by phone, email, online form, messaging platform, or approved written instruction.

1. Booking Process

A booking is only confirmed when we have accepted your request and, where required, received any deposit or advance payment. A quotation may be provided before booking, but a quote is not a binding acceptance unless we clearly confirm the job in writing. Quotes are normally based on the information supplied by the customer, including access details, inventory size, floor levels, parking constraints, time restrictions, and whether any specialist equipment or additional staff may be needed. If those details change, the final price or service arrangement may also change.

When making a booking, you must provide accurate and complete information. This includes the collection and delivery addresses, contact details, item descriptions, estimated volume, and any relevant risks such as narrow staircases, restricted entry points, fragile goods, heavy objects, or items requiring disassembly. If incorrect or incomplete information causes extra time, extra labour, vehicle changes, or delays, we may charge reasonably for the additional work or adjust the service schedule.

The customer is responsible for ensuring that someone authorised to make decisions is available at collection and delivery, unless we agree otherwise in advance. If keys, codes, permits, or access arrangements are required, you must provide them on time. We may refuse to begin or continue work where access is unsafe, unlawful, or materially different from what was agreed. Any delay caused by missing access details, waiting time, or failed attendance may be billed as an additional service.

Service Scope and Customer Responsibilities

The service we provide is limited to the tasks agreed in the booking and any expressly included extras. Unless specifically confirmed, we do not assume responsibility for packing, dismantling, reconnecting appliances, removing fixtures, disconnecting utilities, or handling hazardous materials. The customer must ensure that goods are suitably prepared for transit, especially where items are fragile, valuable, sentimental, or subject to special handling instructions.

You must tell us before the move if any item is particularly heavy, oversized, difficult to access, or likely to require special lifting methods. We may decline to move goods that we reasonably believe are unsafe, illegal, hazardous, or unsuitable for transport in our vehicle. We may also refuse to handle cash, jewellery, important documents, controlled substances, firearms, live animals, or any other prohibited or restricted item unless we have expressly agreed in writing and the law permits it.

The customer should secure loose items, remove personal data where appropriate, and ensure that drawers, doors, lids, and detachable parts are fastened or made safe. We are not liable for damage caused by internal movement of items that were not adequately packed or protected by the customer, unless the damage results from our proven negligence. If we need to pause work because a customer has not prepared the goods adequately, the delay may affect timings and charges.

2. Payments

Our prices may be charged as a fixed fee, hourly rate, day rate, or a combination of these, depending on the type of service and the information supplied at booking. All prices are usually based on the job details known at the time of quotation. Additional charges may apply for waiting time, congestion, difficult access, extra handling, stair carries, dismantling, reassembly, packing materials, storage movement, fuel surcharges where stated, or any further work requested by the customer during the move.

Unless stated otherwise, payment is due on completion of the service on the same day. We may require a deposit to secure the booking, and in some cases full or partial advance payment may be required before work begins. We accept payment methods that we specify at the time of booking. If payment is made by bank transfer, the funds must clear by the agreed deadline. A booking may be suspended or cancelled if required payments are not made on time.

If an invoice is not paid when due, we may charge interest or recovery costs to the extent allowed by law. Any dispute about an invoice must be raised promptly and in good faith. You must still pay any undisputed amount by the due date. Where a service has been partially completed and then stopped because of non-payment, unsafe conditions, or customer breach, we may charge for work already performed and for reasonable costs incurred.

3. Cancellations and Changes

The customer may request a change to the booking date, time, vehicle size, access plan, or scope of services, but we are not obliged to accept changes unless we confirm them. If we do agree to alter the booking, the price may be revised to reflect the new circumstances. Where a change request is made close to the scheduled move date, we may treat it as a cancellation followed by a new booking if the original arrangements cannot reasonably be adjusted.

If you wish to cancel, you should notify us as soon as possible. Cancellation charges may apply depending on how much notice is given and whether we have already reserved vehicles, staff, materials, or subcontracted support. Deposits may be non-refundable where work has been reserved or preparation has been carried out. If we cancel because of events beyond our control, such as severe weather, vehicle breakdown, staff illness, road closures, or legal restrictions, we will seek to reschedule where possible rather than simply abandon the service.

If either party needs to postpone the move due to circumstances beyond reasonable control, we will act fairly and in good faith to agree a revised date. However, we are not responsible for losses caused by delays outside our control, including missed deadlines for tenancy changes, property completions, or business openings, unless we have expressly accepted such liability in writing. Customers are advised to make appropriate contingency arrangements where timing is critical.

4. Liability, Damage and Insurance

We will take reasonable care in carrying out our moving service, but our liability is limited by these terms and by law. We are not responsible for pre-existing defects, wear and tear, hidden damage, or faults that arise because an item was old, unstable, poorly assembled, or inadequately packed. We are also not liable for indirect or consequential loss, such as lost profit, missed appointments, emotional distress, or loss arising from delayed access to premises, except where the law states otherwise.

If we damage or lose an item due to our negligence, our responsibility will normally be limited to repair, replacement, or compensation up to the reasonable market value of the item, subject to any agreed cap and subject always to the law. Customers must notify us of any apparent damage or loss within a reasonable time after delivery, and ideally before our team leaves the premises. Failure to report an issue promptly may affect our ability to investigate the matter properly.

We may offer or arrange additional insurance or enhanced cover for certain jobs, but any such cover will be subject to separate terms, exclusions, and limits. Unless otherwise agreed in writing, the customer is responsible for checking that their own insurance covers the value and nature of the goods being moved. Valuable items, antiques, electrical equipment, artworks, and specialist items should be declared in advance so that appropriate handling can be considered.

5. Waste Regulations and Disposal

Where our removal services include clearance, disposal, donation transfer, recycling transfer, or the removal of unwanted items, both parties must comply with applicable UK waste rules. We will only remove or dispose of items in accordance with relevant environmental and waste-handling requirements. The customer must accurately describe any items intended for disposal and must not request the removal of hazardous, contaminated, unlawful, or misclassified waste unless we have expressly agreed to handle it and are lawfully permitted to do so.

You must tell us if waste includes electrical goods, batteries, chemicals, paints, solvents, sharp objects, medical waste, gas cylinders, or any material that requires special treatment. Where the customer misdescribes waste or mixes prohibited materials with ordinary waste, we may refuse to collect it, or we may charge additional fees for segregation, safe handling, and lawful disposal. We may request that the customer signs a declaration confirming the nature and origin of the waste where appropriate.

Items removed for disposal remain the customer???s responsibility until we accept them in accordance with the service agreement. Once waste is lawfully transferred to us for disposal or recovery, we will handle it by lawful means only. The customer must not ask us to dump waste illegally, leave items on public land, or conceal regulated materials within general household goods. We reserve the right to refuse any item that might create an environmental, safety, or legal risk.

6. Conduct, Safety and Site Conditions

We expect customers, occupants, and any third parties at the premises to behave respectfully and to cooperate with our team. We may stop work if we consider the environment to be unsafe, abusive, threatening, or unsuitable for the service to continue. Unsafe conditions may include structural hazards, inadequate lighting, blocked access routes, exposed wiring, severe weather impacts, violence, or the presence of aggressive animals. If work is paused for safety reasons, additional charges may apply for waiting or rescheduling.

Our staff may refuse to lift or carry any item they reasonably believe could cause injury or property damage if moved without proper preparation or equipment. We may use trolleys, straps, blankets, protective coverings, and other standard aids at our discretion. The customer must ensure floors, hallways, and entrances are reasonably clear and that any known risks are disclosed in advance. We are not responsible for damage arising from hidden building defects, weak fixtures, or unsuitable access conditions that were not reasonably apparent.

Any instructions given by the customer must be lawful, clear, and practical. Where the customer or a representative directs us to place items in a specific location or to undertake a task contrary to our advice, that instruction will be followed only if it is safe and lawful to do so. We may decline instructions that increase risk, exceed agreed scope, or create unreasonable delay.

7. Complaints, Disputes and General Provisions

Any complaint should be raised as soon as reasonably possible so that we can investigate and, where appropriate, take corrective action. We aim to resolve issues fairly and proportionately. If a concern relates to damage, loss, or incomplete service, we may request photographs, a written description, proof of value, or other reasonable evidence. Failure to cooperate with an investigation may limit our ability to respond.

We may use subcontractors or temporary staff to perform all or part of the service, and these terms will still apply. We may assign or transfer our rights and obligations under the contract where it is lawful to do so. You may not transfer your rights under the booking to another person without our consent. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force.

The headings in this document are for convenience only and do not affect interpretation. Any waiver of a breach must be in writing and will not be treated as a waiver of any later breach. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

8. Governing Law

These moving service terms and any dispute or claim arising from them shall be governed by the laws of England and Wales, unless the mandatory law of another part of the United Kingdom applies to the specific transaction. The courts with the proper jurisdiction will have authority to determine any dispute that cannot be resolved amicably. By using our service, you agree that these terms provide the basis of the contract between you and Movers To.

If we update or revise these terms, the version in force at the time of booking will apply to that booking unless we agree otherwise. Customers are encouraged to retain a copy of the confirmed booking details and these terms for their records. Continued use of the service after an update will be treated as acceptance of the revised wording for future bookings.