Greenwich Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Greenwich Removals provides domestic and commercial moving services in the UK. By requesting a quotation, making a booking, or allowing our team to commence work, you agree to these terms. Please read them carefully before confirming any service. They are intended to create a clear, fair, and practical agreement between you and us, covering the booking process, payment terms, cancellation rights, liability limits, waste handling, and the legal framework that applies to our services.

In these Terms, “we”, “us”, and “our” refer to Greenwich Removals, and “you” or “the customer” refer to the individual or business receiving the service. These terms apply to all removal services, including house moves, office relocations, storage-related moves, packing support, loading and unloading, and any additional agreed services. Where a specific written agreement or quotation differs from these terms, the written agreement will take priority to the extent of any inconsistency.

We aim to provide a professional and reliable removals service, but the success of any move depends on accurate information, timely access, and reasonable conditions at both the collection and delivery addresses. For that reason, you must ensure all information provided during the booking process is complete and correct. This includes the size and nature of the items, access arrangements, parking restrictions, stairs, lifts, dismantling needs, fragile items, and any items requiring special handling. Failure to provide accurate information may affect the price, timing, or feasibility of the move.

1. Booking Process

A booking is only confirmed once we have issued a quotation or estimate and you have accepted it in writing, verbally, or by paying any required deposit. Until confirmation is issued, no date or time is reserved. Quotes are generally based on the details provided by you at the time of enquiry, and they may be revised if the information later proves incomplete or inaccurate. We reserve the right to adjust the quotation where the scope of work changes or additional labour, vehicles, time, or equipment are required.

When you make a booking, you agree to provide all relevant details about the move, including the origin and destination addresses, access restrictions, special items, and any circumstances that may affect the work. If parking permits, building approvals, lift reservations, or access arrangements are needed, it is your responsibility to obtain them unless we have expressly agreed in writing to do so. Any delay caused by missing permits, restricted access, or unavailable facilities may result in additional charges.

We will use reasonable efforts to attend on the agreed date and within the agreed time window. However, scheduled times are estimates and may be affected by traffic, weather, previous job overruns, or unforeseen operational issues. We will keep you informed of any material delay where possible. If you are not present at the property or unable to provide access at the agreed time, we may treat the move as cancelled or charge waiting time, abortive visit fees, or rescheduling costs.

Where our team is asked to move items of unusually high value, sentimental value, or fragile construction, you should notify us before the move begins. We may require separate handling instructions, additional packaging, or an amended quote. We reserve the right to decline to move any item that is unsafe, improperly packed, or unsuitable for transport. You must ensure that all items are ready for removal by the agreed start time unless we have agreed packing services in advance.

2. Payment Terms

Unless otherwise agreed in writing, payment is due in full on completion of the service on the day of the move. We may, at our discretion, require a deposit or advance payment to secure a booking, particularly for larger removals or peak-period work. Deposits are non-refundable except where we cancel the service without reasonable cause or where mandatory consumer law requires otherwise.

Our prices may be fixed, hourly, or based on a combination of labour, vehicle, distance, and equipment used. Any estimates provided are based on the information available at the time and may be revised if circumstances change. Additional charges may apply for stairs, long carries, waiting time, congestion delays, additional stops, dismantling and reassembly, packing materials, specialist lifting equipment, or the transport of extra items not disclosed at booking.

Unless stated otherwise, all charges are quoted in pounds sterling and may be subject to VAT where applicable. If you fail to make payment when due, we reserve the right to charge reasonable costs incurred in recovering the debt, including administrative costs and interest where permitted by law. Title to any supplied goods or packing materials may remain with us until full payment has been received.

For business customers, payment terms may be set out in a separate agreement or invoice. In the absence of such an agreement, payment remains due immediately upon completion. We do not accept responsibility for bank transfer delays, card processing failures, or issues caused by incorrect payment details supplied by you. If a payment is disputed, you must notify us promptly and still pay any undisputed amount on time.

3. Cancellations, Rescheduling, and Consumer Rights

You may request to cancel or reschedule a booking by notifying us as soon as possible. Cancellations made with sufficient notice may be subject to a reasonable administration fee or forfeiture of any deposit, depending on the timing and nature of the booking. Where the service date is very close, we may have already committed staff and vehicles, and therefore cancellation charges may increase to reflect our losses.

If you cancel within 24 hours of the scheduled move, or fail to provide access, we may charge a full or partial fee for the reserved time, unless a longer notice period has been agreed in writing. If you wish to reschedule, we will try to accommodate a new date subject to availability, but we cannot guarantee the same team, time, or vehicle. Any revised booking remains subject to these Terms and Conditions.

Where you are a consumer and have booked remotely, certain cancellation rights may apply under UK consumer law. However, if you request that we begin the service before the cancellation period ends, you may lose the right to cancel once the service has been fully performed, and you may be required to pay for work already completed. If materials have been specially ordered or if a move has been partially completed, charges may apply for the portion of the service delivered.

We may cancel or suspend a booking where it is unsafe, unlawful, or impossible to complete the move, or where you fail to meet your obligations under these terms. This may include not providing access, not making payment, providing false information, or requesting that we handle items outside the agreed scope. In such cases, we will not be liable for any resulting loss, delay, or inconvenience except where required by law.

4. Liability and Service Limitations

We will take reasonable care when handling your belongings, premises, and any equipment used during the move. However, removals involve inherent risks, and liability is limited to the extent permitted by law. You should ensure that all fragile, valuable, or irreplaceable items are appropriately protected. We are not responsible for damage caused by inherent weakness, poor packaging, pre-existing defects, or the nature of the item itself.

Unless we have expressly agreed to provide packing services, you are responsible for ensuring that boxes are properly packed, sealed, and labelled. We are not liable for damage to items improperly packed by you, for items left unsecured, or for loss arising from inadequate instructions. If we do provide packing services, our responsibility is limited to the care reasonably expected of a professional service acting on information supplied by you.

To the fullest extent permitted by law, we are not liable for indirect or consequential loss, including loss of profit, loss of business, emotional distress, or delay-related costs, except where such exclusion is not permitted. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. If damage or loss is discovered, you must notify us within a reasonable time and allow us the opportunity to inspect the issue before items are repaired, discarded, or replaced.

Where we are responsible for proven loss or damage, our liability may be limited to the repair cost, replacement cost, or a reasonable market value of the item, taking into account age, condition, and depreciation. We may choose to repair, replace, or compensate at our discretion, subject to any applicable statutory rights. You should consider whether separate insurance is appropriate for high-value items, and you are responsible for arranging any additional cover you wish to have beyond our standard obligations.

5. Customer Obligations

You must ensure that the premises are accessible and that the items to be moved are ready for loading at the agreed time. This includes disassembling items where necessary unless our quote includes dismantling work, arranging safe pathways, protecting floors if required, and ensuring pets, children, or other hazards do not interfere with the move. You must also ensure that items being transported are legal to move and do not include prohibited, dangerous, or undeclared goods.

You are responsible for informing us of any item that requires special care, manual lifting assistance, or tailored handling. This includes but is not limited to aquariums, pianos, antiques, artwork, IT equipment, and oversized or awkwardly shaped furniture. We may refuse to move items that pose a safety risk, exceed reasonable weight limits for the team or vehicle, or require specialist equipment that has not been arranged in advance.

You must remove or secure all confidential documents, cash, jewellery, passports, keys, and sensitive digital devices before the move unless we have specifically agreed to handle them. We do not take responsibility for identifying or verifying the contents of boxes unless otherwise agreed. It is your obligation to confirm that all items have been unloaded at delivery and to check for missing or damaged items promptly after completion of the move.

6. Waste Regulations and Disposal

Where removal work involves the disposal of unwanted items, packaging, or waste, the handling of such materials must comply with UK waste legislation and applicable local rules. We will only dispose of waste where this has been agreed in advance or where it is incidental to the service and lawful to do so. We do not act as a waste carrier unless we have the appropriate authorisation and have agreed to transport waste as part of the service.

You must not ask us to remove hazardous waste, chemicals, asbestos, clinical waste, gas cylinders, or any item that is illegal or unsafe to transport without prior written agreement and appropriate licensing. If such items are discovered during the job, we may stop work, remove them from the service scope, or charge for any additional compliance costs incurred. You remain responsible for declaring any waste that requires specialist collection or disposal.

When waste is transferred for disposal, you acknowledge that it may be subject to documentation requirements, segregation rules, and authorised transfer arrangements. Any waste left in our vehicle without prior agreement may be treated as abandoned property or handled in accordance with applicable law. If you request disposal of items, you confirm that you have the right to authorise that disposal and that the items are not subject to ownership disputes, tenancy restrictions, or other legal claims. Greenwich Removals may refuse disposal requests that appear unsafe, unlawful, or inconsistent with responsible waste management.

We encourage customers to reduce waste by reusing boxes and packing materials where practical. Where we supply packaging for a move, the materials remain our property until paid for in full, unless otherwise agreed. Any recycling or disposal service provided by us is subject to availability, lawful processing, and any stated charge. We do not guarantee that all materials can be recycled, as some must be treated or disposed of through approved channels.

7. Risk, Ownership, and Storage-Related Issues

Risk in the goods generally passes to you when the items are loaded, except where damage results from our proven negligence or failure to exercise reasonable care. Ownership of your belongings remains with you at all times, and you confirm that you have the right to instruct us to move them. If items are to be placed in storage, the terms of the storage provider may also apply, and you should ensure you understand those separate conditions before authorising transfer.

If a delivery cannot be completed because the destination is inaccessible or unsafe, we may store the goods temporarily at your cost and risk, or return them to the origin address if reasonably possible. Any extra transport, waiting, storage, or handling fees caused by failed delivery will be payable by you. We are entitled to charge for reasonable expenses incurred as a result of incomplete instructions or failed delivery attempts.

We may retain a lien over goods in our lawful possession to the extent permitted by law until outstanding sums are paid. This means we may withhold delivery or release of goods until all relevant charges, including additional costs arising from delays or abortive work, have been settled. We will take reasonable care of any goods held in our possession, but we are not responsible for deterioration caused by their nature or by circumstances beyond our control.

8. Events Outside Our Control

We are not liable for delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control. This may include severe weather, accidents, road closures, strikes, acts of terrorism, fire, flood, epidemic, governmental action, mechanical breakdown, or interruption of utilities or communications. If such an event occurs, we will aim to resume performance as soon as reasonably practicable.

If a force majeure event materially affects the booking, we may rearrange the service, suspend performance, or cancel the booking without liability for resulting loss, other than refunding amounts paid for work not performed where required by law. Where performance becomes impossible or disproportionately difficult due to circumstances beyond our control, we will discuss suitable alternatives with you in good faith.

Customers are expected to cooperate where disruption arises, including by keeping contact details current and by being flexible where a short delay or change of time is unavoidable. We will not be liable for missed connections, temporary accommodation costs, or business interruption unless these losses are directly caused by our breach and are not excluded by these terms or by law.

9. General Legal Terms and Governing Law

These Terms and Conditions, together with any quotation or written agreement, form the entire agreement between you and us regarding the services supplied. If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right or remedy shall operate as a waiver of that right or remedy.

We may update these terms from time to time to reflect changes in law, operational requirements, or service structure. The version in force at the time of booking will apply to your service unless a different version is expressly agreed in writing. If there is any conflict between a quotation, invoice, and these terms, the order of precedence will be the written agreement, then the quotation, then these Terms.

These terms are governed by the laws of England and Wales, and any dispute arising from or connected with them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law provides otherwise. Nothing in these terms affects your statutory rights under applicable UK consumer legislation. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions governing the services of Greenwich Removals.