Roehampton Movers Terms and Conditions

These Terms and Conditions set out the basis on which Roehampton Movers provides moving, packing, loading, unloading, and related removal services within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. Please read them carefully before any service is arranged.

The purpose of this document is to explain how a moving service is booked, how payments are handled, when cancellations may apply, and what limits exist on our liability. These terms are written for a UK audience and are intended to be clear, fair, and consistent with applicable consumer and transport law. They apply to all standard domestic and business removal work unless a separate written contract states otherwise.

For the avoidance of doubt, references to “we,” “us,” “our,” or “Roehampton Movers” refer to the service provider, while “you” or “the customer” means the person requesting or paying for the service. If a company, landlord, estate agent, or other third party arranges the booking, that party and the end customer may both be responsible for ensuring the information provided is accurate.

1. Booking Process

A booking is normally made after an enquiry, quotation, and written confirmation. We may provide a preliminary estimate based on the information supplied by the customer, including the size of the property, access conditions, distance, packing needs, parking restrictions, and any special handling requirements. A quotation is based on the details provided at the time it is issued. If those details change, the price, timing, or service scope may need to be revised.

To secure a booking, the customer may be asked to accept the quotation in writing, pay a deposit where applicable, and provide accurate move details. Roehampton Movers reserves the right to decline a booking if the requested work is unsafe, unlawful, outside our operational capacity, or requires equipment, staffing, or permissions that have not been arranged in advance.

We rely on the accuracy of the customer’s information. If access is restricted, items are heavier or more numerous than stated, or additional services are required on the day, we may adjust the service charge accordingly. This includes, without limitation, the need for extra labour, waiting time, additional vehicle capacity, dismantling, reassembly, stair carries, or parking-related delays. The customer must ensure that any special instructions are provided before the job begins.

Booking Amendments and Service Scope

Once a booking has been confirmed, any material amendment should be requested as soon as possible. Changes to date, time, volume, or service scope are subject to availability and may alter the quotation. We will act reasonably when assessing amendments, but a confirmed booking cannot be guaranteed to remain unchanged if the customer’s updated requirements materially differ from the original description.

Unless agreed in writing, our service does not include the removal of hazardous goods, disconnection of gas appliances, electrical rewiring, plumbing work, or any task requiring a specialist trade. Where we agree to assist with a limited task such as dismantling furniture or disconnecting a washing machine, this is done only as a practical moving service and not as professional installation work. The customer remains responsible for ensuring appliances are properly disconnected where required by law or manufacturer guidance.

We may use subcontractors, additional drivers, or partner vehicles to fulfil a booking. Any such arrangement will be subject to the same standards of care and professionalism. The customer agrees that a written or electronic confirmation from us is sufficient evidence of the agreed booking details, unless the customer promptly raises an error.

2. Payments

Payment terms will be confirmed at the time of quotation or booking. Unless agreed otherwise, charges become payable on completion of the service or as otherwise specified in advance. Payments may be accepted by bank transfer, card payment, or another approved method. Cash payments, if permitted, may be subject to a receipt being issued on request. Any deposit taken is normally non-refundable except where cancellation rights or our own breach apply.

All quoted prices are based on the information available when the quote is issued and may be either fixed or estimated. Where a quote is estimated, the final amount may vary depending on actual time, labour, access, packing materials, waiting periods, or additional items not included in the original description. If an estimate is likely to be exceeded, we will seek to explain the reason as soon as reasonably practicable.

Unless expressly stated, prices do not include unexpected third-party costs such as congestion or parking charges, permits, storage fees, tolls, or fees imposed by building management. If such charges are incurred for the customer’s move and are not waived by the relevant authority or provider, the customer must reimburse them. The customer is also responsible for ensuring that any required parking suspension, loading bay access, or building authorisation has been arranged unless we have specifically agreed to handle it.

3. Cancellations and Rescheduling

The customer may cancel or reschedule a booking by giving notice as early as possible. The amount recoverable, if any, may depend on the stage of preparation already undertaken, any non-recoverable costs incurred, and the notice period given. Where a deposit has been paid, it may be retained in full or in part to reflect administration, reserved labour, and scheduling loss, unless consumer law requires otherwise.

If the customer cancels with insufficient notice, fails to provide access, is not present to authorise the move, or is unable to proceed for reasons within their control, we may charge a reasonable cancellation or waiting fee. If we arrive at the agreed time and cannot complete the service because of inaccurate information, unsafe conditions, or the absence of essential arrangements, this may be treated as a customer cancellation for charging purposes.

We may need to cancel or reschedule due to vehicle breakdown, severe weather, staff illness, unsafe access, legal restrictions, or other circumstances beyond our reasonable control. In such cases, we will aim to notify the customer promptly and offer an alternative date where possible. Our liability in respect of such cancellation is limited to refunding any payments for service elements not performed, unless a different legal remedy applies.

4. Customer Responsibilities

The customer must ensure that all goods are adequately packed unless packing has been included in the agreed service. Fragile items should be protected and labelled, and the customer should notify us of any items that require special handling. We do not accept responsibility for damage resulting from insufficient packing by the customer, unless the damage was caused by our negligence during handling.

It is the customer’s responsibility to check that doors, lifts, corridors, stairways, and parking points are suitable for the move. If access is obstructed or restricted, we may need to pause the job or modify the moving method. Any extra time or labour required as a result of such restrictions may be charged. The customer should also ensure that pets, children, and bystanders are kept away from work areas for health and safety reasons.

Where the customer has asked us to move plants, artwork, antiques, electronics, or high-value items, they should tell us in advance so that appropriate care can be taken. If an item is of exceptional value or irreplaceable significance, the customer is advised to obtain separate insurance or written confirmation of enhanced cover before the move begins.

5. Liability and Insurance

We will exercise reasonable care and skill when providing moving services. However, our responsibility is subject to the limits set out in these terms and in any insurance arrangements we maintain. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

Subject to the above, Roehampton Movers will not be liable for indirect or consequential losses, including loss of profit, loss of business, missed deadlines, or emotional distress arising from delay or disruption. Our liability for loss or damage to goods will generally be limited to the lower of the repair cost, replacement value, or the value recoverable under any applicable insurance, unless a greater amount is required by law or expressly agreed in writing.

If damage or loss is discovered, the customer must notify us as soon as reasonably possible and in any event within a reasonable period after completion of the service. The customer should preserve damaged items and, where appropriate, provide photographs, a description of the issue, and supporting evidence of value or repair estimates. Failure to give timely notice may affect our ability to investigate and may reduce any remedy available.

Claims and Exclusions

We are not responsible for pre-existing defects, normal wear and tear, items packed by the customer that fail because of inadequate packing, or goods that are unsuitable for transportation because of their condition. We also do not accept liability for items left in unsecured or unprotected locations before or after the move, unless we specifically agreed to take custody of them.

Where possible, we may offer practical assistance in resolving a complaint or claim, but any such assistance does not amount to an admission of liability. If a claim is accepted, the remedy may involve repair, replacement, or a financial settlement at our discretion, provided this is fair and legally permissible. The customer may not withhold payment for undisputed charges solely because a complaint has been raised, unless required by law.

If the service includes storage, the separate storage terms may also apply. Those terms may cover access, inventory control, temperature, moisture, pests, and collection deadlines. Where there is any inconsistency between these moving terms and separate storage terms, the written storage agreement will prevail for the storage element only.

6. Waste Regulations and Disposal

If waste removal, clearance, or disposal is included in the service, it will be carried out in accordance with applicable UK waste law and any relevant local authority or facility requirements. The customer must clearly identify any items they want removed and must not include waste that is hazardous, prohibited, or controlled unless we have expressly agreed in writing and are lawfully able to handle it. This includes items such as chemicals, asbestos, clinical waste, pressurised containers, and certain electrical or electronic goods.

We may refuse to remove items where doing so would breach waste regulations, licensing requirements, or health and safety obligations. If waste is collected, the customer acknowledges that it may be transferred to licensed disposal, recycling, or reuse facilities. The customer must not ask us to dispose of items in a way that would amount to fly-tipping, unlawful dumping, or non-compliant disposal under applicable legislation.

Where goods are classed as waste at the point of collection, title may pass to us only to the extent necessary to complete lawful disposal, reuse, or recycling. We may separate recyclable materials from residual waste where appropriate. If an item is later discovered to contain prohibited contents, the customer may be liable for any resulting cost, delay, fine, or disposal charge incurred because the item was misdescribed or improperly presented.

7. Delays, Access, and Force Majeure

We will use reasonable endeavours to attend within the agreed time window, but any timing given is an estimate unless expressly guaranteed in writing. Delays may arise from traffic, weather, incidents on route, access restrictions, building rules, lift failures, or matters beyond our control. If a delay occurs, we will seek to keep the customer informed where reasonably possible.

Neither party will be liable for failure or delay in performing obligations caused by events beyond reasonable control, including but not limited to extreme weather, fire, flood, epidemic restrictions, government action, transport interruption, strike, or civil disturbance. If a force majeure event continues for an extended period, either party may be entitled to cancel the affected service on reasonable notice, subject to payment for work already carried out.

We may refuse to load or unload any item that our team reasonably considers unsafe, unlawful to carry, or too dangerous without specialist handling. This protects our staff, the customer’s property, and the public. In such cases, the affected item may be excluded from the job and the customer may remain responsible for any resulting planning consequences.

8. Governing Law and General Terms

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer rights provide otherwise. If the customer is based elsewhere in the UK, local mandatory legal protections may still apply where relevant.

If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full force. No failure or delay by us in enforcing any right shall operate as a waiver of that right. These terms, together with the written quotation and booking confirmation, form the entire agreement between the parties regarding the service unless a separate signed contract states otherwise.

We may update these Terms and Conditions from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will generally apply to that booking, unless a later change is required by law or agreed in writing. By proceeding with a booking, the customer acknowledges that they have read, understood, and accepted these terms in relation to the requested moving service.