Terms and Conditions

Roehampton Movers Terms and Conditions

1. Introduction

These Terms and Conditions set out the basis on which Roehampton Movers provides removal and related services within the United Kingdom. By making a booking or allowing work to commence, you agree that these Terms and Conditions form the entire agreement between you and Roehampton Movers for the services supplied, except where expressly varied in writing and agreed by both parties.

These terms apply to private household customers and business customers. Where any provision applies differently to consumers and businesses, this will be stated clearly. If any part of these Terms and Conditions is held invalid or unenforceable, the remaining provisions will continue in full force and effect.

2. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the individual, company, or organisation requesting the services of Roehampton Movers.

Services means any removal, relocation, packing, unpacking, loading, unloading, storage handling, or related services provided by Roehampton Movers.

Goods means the items, belongings, furniture, equipment, or other property which are the subject of the Services.

Quote means the written or verbal estimate provided by Roehampton Movers for the Services, based on the information supplied by the Customer.

Job Date means the agreed date on which the Services are to be carried out.

Contract means the agreement between Roehampton Movers and the Customer, incorporating these Terms and Conditions and any authorised written variations.

3. Service Area

Roehampton Movers provides removal and related services across the United Kingdom, with a focus on local and regional moves in and around Roehampton and surrounding areas. Long distance and nationwide relocations can also be arranged by agreement. Some services or charges may vary depending on distance, access, parking conditions, and required travel time.

4. Booking Process

4.1 Enquiries and quotations

All bookings commence with an enquiry from the Customer. Quotations may be provided following a visit to the property, a virtual survey, or based on information supplied by the Customer. It is the Customer's responsibility to ensure that all information given is accurate and complete, including property details, access restrictions, parking arrangements, inventory lists, and any special handling requirements.

4.2 Acceptance of quote

Quotes are valid for a limited period as stated at the time of issue or, if not stated, for 30 days. A Contract is formed when the Customer confirms acceptance of the quote and Roehampton Movers confirms the booking in writing or by explicit verbal confirmation. Verbal bookings are binding once confirmed by Roehampton Movers.

4.3 Changes to booking details

If the Customer wishes to change the Job Date, addresses, inventory, or any key information, Roehampton Movers will attempt to accommodate the changes. However, such changes may result in revised pricing, different availability, or the need to reschedule. Changes are not guaranteed until confirmed by Roehampton Movers. The Customer must notify Roehampton Movers of changes as early as possible.

4.4 Access and parking

The Customer is responsible for ensuring safe and suitable access at all collection and delivery addresses. This includes arranging parking permissions, permits, suspension of parking bays where necessary, and notifying Roehampton Movers of any restrictions such as narrow roads, height limits, or security access controls. Any parking fines or penalties incurred as a direct result of insufficient arrangements or incorrect information may be charged to the Customer.

5. Services Provided

5.1 Standard removal services

Standard services typically include the supply of a vehicle and removal team to load, transport, and unload Goods between agreed addresses. Specific details of the service for each booking will be set out in the quote or confirmation. Timescales are approximate and may vary due to traffic, access constraints, or unforeseen events.

5.2 Additional services

Additional services such as packing, unpacking, dismantling and reassembling furniture, storage handling, and the supply of packing materials may be offered by prior agreement. These may incur additional charges and will be confirmed in writing or verbally before the work begins.

5.3 Excluded services and items

Unless expressly agreed, Roehampton Movers does not handle or transport hazardous materials, illegal items, perishable goods requiring special storage conditions, cash, securities, live animals, or items that cannot be safely moved using standard equipment and reasonable care. The Customer must inform Roehampton Movers in advance of any items of unusual weight, size, fragility, or value so that appropriate arrangements can be made.

6. Payments and Charges

6.1 Pricing basis

The price is based on the details agreed in the quote, including property size, access, inventory, distance, and any additional services. If information supplied by the Customer is inaccurate or incomplete, Roehampton Movers reserves the right to adjust the price to reflect the actual work required.

6.2 Deposits

A deposit may be required to secure the booking. The amount and payment deadline will be communicated at the time of booking. The deposit is generally non-refundable where the Customer cancels at short notice, as described in the cancellation section of these terms.

6.3 Payment terms

Unless otherwise agreed, payment for services is due prior to or on the Job Date, and in any event no later than completion of the service. Roehampton Movers may withhold unloading or delivery of Goods until payment has been received in full. Business customers may be offered account terms subject to credit checks and written confirmation.

6.4 Additional charges

Additional charges may apply where:

There are delays outside the control of Roehampton Movers, including waiting time caused by delayed access, late key handover, or completion issues.

Extra items, services, or additional journeys are requested on the day.

Access is significantly more difficult than advised, requiring extra staff, equipment, or time.

Parking fines or penalties are incurred due to inaccurate information or arrangements by the Customer.

These charges will be explained as soon as reasonably practicable and must be paid in line with the agreed payment terms.

7. Cancellations and Postponements

7.1 Cancellation by the customer

The Customer may cancel or postpone the booking at any time by giving notice to Roehampton Movers. However, the following charges may apply, based on the notice period before the Job Date:

More than 7 days before the Job Date: Deposit may be refunded or transferred, subject to reasonable administrative costs.

Between 2 and 7 days before the Job Date: Roehampton Movers may retain all or part of the deposit, or charge up to a reasonable percentage of the quoted price.

Less than 2 days before the Job Date or on the day: Roehampton Movers may charge up to the full quoted price, to reflect costs incurred and loss of opportunity.

Any specific cancellation scale or variation communicated in writing at the time of booking will take precedence over the general framework above.

7.2 Cancellation or alteration by Roehampton Movers

Roehampton Movers will use all reasonable efforts to honour confirmed bookings. In rare circumstances, it may be necessary to cancel or reschedule due to events beyond our reasonable control, such as severe weather, accidents, vehicle breakdown, staff illness, or legal restrictions. In such cases, Roehampton Movers will notify the Customer as soon as possible and offer an alternative date or a refund of any deposit or prepayment received. Roehampton Movers will not be liable for indirect losses or costs caused by such cancellation beyond refunding sums already paid for the affected service.

8. Customer Responsibilities

The Customer must:

Ensure that Goods are properly packed and ready for transport if packing services are not included.

Disconnect and secure any appliances prior to removal, unless otherwise agreed.

Remove any fixtures or fittings that are not to be included in the move.

Be present or represented by an authorised person at collection and delivery to direct the team and confirm that the correct Goods have been loaded and unloaded.

Check the property at the end of the move to confirm nothing has been left behind.

Failure to fulfil these responsibilities may limit the ability of Roehampton Movers to provide the service safely and efficiently and may result in additional costs or delays.

9. Liability and Limitations

9.1 Duty of care

Roehampton Movers will take reasonable care to handle Goods and property with appropriate skill and diligence. The company aims to minimise any risk of damage or loss during the removal process.

9.2 Exclusions of liability

Roehampton Movers will not be liable for:

Loss or damage arising from incorrect or incomplete information supplied by the Customer.

Loss or damage to items packed by the Customer, unless caused by our gross negligence.

Damage to Goods where they are already defective or inherently weak, including items such as flat pack furniture that has been previously assembled.

Normal wear and tear, or minor marks or scratches that may occur despite reasonable care.

Indirect or consequential losses, including loss of earnings, rents, or profits.

9.3 Limitation of liability

To the fullest extent permitted by law, Roehampton Movers' total liability for loss or damage to Goods, property, or other loss arising out of each Contract will be limited to a reasonable amount, taking account of the nature and value of the Goods and the price paid for the Services. Any specific liability limit agreed in writing will take priority. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

9.4 Notification of loss or damage

The Customer must inspect Goods and property as soon as reasonably practicable on completion of the service. Any apparent loss or damage should be reported to Roehampton Movers as soon as possible, and in any event within a reasonable time frame. The Customer must provide evidence and reasonable assistance in investigating the matter. Delay in reporting may affect the ability to assess or remedy the issue.

10. Waste and Environmental Regulations

10.1 Waste carriage

Roehampton Movers operates in accordance with relevant UK waste and environmental regulations. Where waste removal or disposal is requested, Roehampton Movers will only remove waste that can be lawfully transported and disposed of under current regulations. Certain items may require special handling or may not be accepted.

10.2 Prohibited waste items

Roehampton Movers will not collect or dispose of hazardous, toxic, clinical, or prohibited waste. This includes but is not limited to asbestos, chemicals, fuels, oils, clinical waste, and other substances that require specialist handling or licences. The Customer must not present such items for removal or disposal.

10.3 Duty of care and transfer

Where Roehampton Movers removes items for disposal, it will use appropriate disposal routes and facilities. The Customer remains responsible for ensuring that any items they ask Roehampton Movers to dispose of are lawful to dispose of and do not breach environmental regulations. Additional charges may apply for certain waste materials or for large volumes of unwanted items.

11. Insurance

Roehampton Movers maintains appropriate insurance cover related to its operations, in accordance with industry standards and legal requirements. This may include public liability and cover for Goods in transit, subject to policy terms, conditions, and exclusions. Customers are encouraged to ensure that their own contents or business insurance covers removals or to arrange additional cover where needed, especially for high-value items.

12. Complaints and Dispute Resolution

Roehampton Movers aims to provide a professional and reliable service. If the Customer is dissatisfied with any aspect of the service, they should raise this with Roehampton Movers as soon as possible, giving clear details of the issue. Roehampton Movers will investigate the matter, respond within a reasonable timeframe, and seek to resolve the issue amicably where possible. Where a dispute cannot be resolved directly, the parties may consider mediation or other alternative dispute resolution methods before taking legal action.

13. Data Protection and Privacy

Roehampton Movers will collect and process personal information as necessary to provide the Services, manage bookings, handle payments, and comply with legal obligations. Personal data will be handled in line with applicable UK data protection laws. Information will not be sold to third parties. It may be shared with trusted partners only where needed to deliver the Services, such as storage providers or subcontractors, and always under appropriate safeguards.

14. Force Majeure

Roehampton Movers will not be in breach of the Contract or liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events beyond its reasonable control. These events may include extreme weather, natural disasters, strikes, lockouts, traffic accidents, road closures, acts of terrorism, or changes in law. In such circumstances, Roehampton Movers will take reasonable steps to minimise disruption and will resume performance as soon as reasonably possible.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any Contract formed under them, are governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Services or these Terms and Conditions.

16. Amendments to these Terms

Roehampton Movers may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or company policy. The version in force at the time of the Customer's booking will apply to that Contract. Updated terms will apply to future bookings made after the date of change.

17. Entire Agreement

These Terms and Conditions, together with any written quote or confirmation issued by Roehampton Movers and any expressly agreed variations, constitute the entire agreement between Roehampton Movers and the Customer regarding the Services. No verbal statement or representation shall alter or override these written terms unless confirmed in writing by an authorised representative of Roehampton Movers.