Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which our removal company Brixton provides domestic and commercial moving services across the United Kingdom. By making a booking, you agree to be bound by the terms below. Please read them carefully before confirming any service. Where we refer to “we”, “us” or “our”, this means the removal business providing the service. Where we refer to “you” or “the customer”, this means the person booking the service or any person acting on their behalf. These terms apply to all quotations, bookings, collections, deliveries, loading, unloading, packing, waste handling and associated services unless we agree otherwise in writing.

Our services may include standard removals, part-load moves, furniture movement, packing assistance, storage-related collection and disposal services, and other moving support agreed in advance. Any additional services not expressly listed in your quotation may be charged separately. If any term is inconsistent with a separate written agreement signed by both parties, the written agreement will prevail only to the extent of that inconsistency.

Nothing in these terms affects your statutory rights as a consumer where those rights cannot lawfully be excluded or limited. If you are booking on behalf of a business, different rights and obligations may apply under business-to-business arrangements, but the principles in these terms still govern the service unless specifically varied in writing.

Booking Process

To arrange a booking with our house removal service or commercial moving team, you must provide accurate information about the property, access conditions, inventory, parking constraints, item size, number of floors, and any special handling requirements. The quote is based on the information you provide. If the details change, we may revise the quotation and the service plan before confirming the job.

A booking is not confirmed until we have accepted your request, issued a written confirmation, and, where required, received any deposit or prepayment. Verbal discussions, online estimates, or draft quotations do not constitute a binding contract. We reserve the right to refuse a booking if the job is unsafe, unsuitable, outside our scope, or if we believe the information supplied is incomplete or misleading.

You must ensure that the pickup and delivery addresses are available at the agreed times and that suitable access is provided. This includes arranging parking permissions, lift access, loading bays, or any other permissions needed for the move. If we are delayed because access has not been arranged, the waiting time, rescheduling costs, and any additional labour may be charged to you.

Prices, Payment and Charges

Unless otherwise stated, prices are quoted on the basis of the information available at the time of estimate and may be fixed, hourly, or based on a combination of both. A fixed price applies only to the inventory, route, time window, and conditions described in the written confirmation. An hourly rate applies from the agreed start time and continues until the team has completed the work and the vehicle has been unloaded or the service otherwise ends.

You agree to pay all sums due in accordance with the invoice or booking confirmation. Payment may be required in advance, on the day, or immediately upon completion, depending on the service type. We may accept bank transfer, card payment, or other methods notified to you in advance. We are not obliged to begin or continue work if payment terms are not met.

If additional items, stairs, difficult access, waiting time, parking fines caused by your failure to arrange parking, or extra labour are required, these may be charged as additional service costs. Any such charges will be calculated reasonably and in line with the information available at the time. We may also charge for aborted visits where we attend but cannot complete the service due to reasons outside our control.

Where a deposit is requested, it secures the booking and may be deducted from the final invoice unless otherwise stated. Deposits may be non-refundable where work has been reserved specifically for you, and where we have suffered loss or turned away other work. Late payments may result in suspension of further services and, where permitted by law, the addition of reasonable debt recovery costs and interest.

Cancellations, Amendments and No-Show Policy

If you need to cancel or amend a booking, you should notify us as soon as possible. Cancellations made within the notice period stated in your confirmation may qualify for a refund of any refundable amount. Cancellations made after that period may result in cancellation charges, particularly where staff, vehicles, or subcontractors have already been assigned.

We may reschedule a service if circumstances beyond our reasonable control prevent us from attending on the booked date. These may include severe weather, road closures, vehicle breakdown, illness, accidents, or legal restrictions. In such cases, we will seek to arrange an alternative date and time. We are not responsible for losses arising from delays caused by events beyond our reasonable control.

If you are not present at the agreed time, fail to provide access, or refuse to proceed without valid reason, the booking may be treated as a no-show or aborted job. In that event, we may charge the full or partial cost of the visit, including travel time, labour already undertaken, and any preparatory work. Any cancellation or amendment request must be made in writing where reasonably possible.

Service Standards and Customer Responsibilities

You must ensure that all items to be moved are clearly identified and ready for collection unless packing has been specifically included in the service. Fragile, high-value, sentimental, or legally restricted items should be declared before the move. We do not undertake to inspect every item individually, and you remain responsible for confirming what is to be transported, disposed of, or stored.

You are responsible for securing loose contents, disconnecting appliances unless we have agreed to do so, and ensuring that items are fit for transport. We may refuse to move unsafe, contaminated, or unstable items. If our team reasonably believes an item may damage property, cause injury, or breach the law, we may decline to handle it without incurring liability.

If you require dismantling, reassembly, packing materials, or special handling, this must be agreed in advance. We may use blankets, straps, trolleys, dollies, protective covers, and other equipment as appropriate. Our team will take reasonable care while working, but you acknowledge that some minor wear and tear may occur during any normal removal operation.

Liability and Limitations

We will exercise reasonable skill and care in providing our removal services. If we fail to do so, you may be entitled to a remedy in accordance with applicable law. However, our liability is limited to loss or damage that is a foreseeable result of our breach or negligence. We do not accept responsibility for indirect, incidental, or consequential losses, such as loss of profit, missed deadlines, or emotional distress, except where such exclusion is prohibited by law.

We are not liable for damage caused by pre-existing faults, weak construction, unsuitable packing by the customer, overloaded boxes, improperly disassembled furniture, or items that were already damaged before the move began. We are also not liable for damage arising from the customer’s failure to provide accurate information, secure permits, or prepare the property appropriately. Where liability is accepted, any compensation will usually be limited to the reasonable repair cost or replacement value, subject to proof and reasonable depreciation.

You must notify us of any loss, damage, or discrepancy as soon as reasonably possible after completion of the service and in any event within the timeframe stated in your confirmation. We may ask for photographs, a written description, proof of ownership, repair estimates, or other evidence. Failure to report a claim promptly may affect our ability to investigate and may limit any remedy available to you.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law. These limitations are intended to reflect the practical risks involved in the moving trade while remaining fair and lawful.

Waste Regulations and Disposal Rules

Where we provide waste removal, clearance, or disposal as part of a removal company service, both parties must comply with applicable UK waste laws and environmental requirements. You must not ask us to collect prohibited, hazardous, explosive, corrosive, toxic, or illegally stored materials unless we have expressly agreed in writing and are legally authorised to handle them.

We may require you to describe any waste in advance so that we can determine whether it can be accepted, transported, recycled, or disposed of lawfully. If waste is mixed with general household goods, or if its nature is unclear, we may refuse collection or apply additional charges for sorting, segregation, or specialist disposal. We may also decline items that require special licences or treatment.

When waste is collected, you confirm that you have the right to dispose of the items and that they are not stolen, subject to dispute, or otherwise unlawfully transferred. We may issue paperwork or records where required by law or by our internal compliance procedures. You agree to provide any information reasonably needed for lawful transfer, traceability, and duty-of-care obligations.

We reserve the right to leave behind any item that appears unsafe, contaminated, or outside the agreed waste scope. Where legally required, we may deliver waste only to licensed facilities, reuse outlets, or recycling centres. Any breach of waste law by you, including misdescription of waste or concealment of hazardous items, may result in additional charges, cancellation of the job, or notification to the appropriate authorities where required.

Insurance, Property Conditions and Access

We maintain insurance arrangements appropriate to the nature of our services. However, insurance does not cover every type of loss, and you should ensure that your own contents or property insurance remains in place. If you want cover for particularly valuable items, you should arrange additional insurance before the move. We may ask you to declare high-value items in advance.

You must ensure that the premises are in a condition that allows safe and lawful work. This includes adequate lighting, safe floors, secure stairways, and reasonable access to loading and unloading points. We may refuse to work in unsafe conditions, including where there is a risk from ice, water, structural defects, pests, aggressive animals, or hostile behaviour from occupants or third parties.

If keys, codes, or access instructions are provided by you or your representative, you warrant that they are correct and that we are permitted to use them for the purpose of the service. Any delay or loss caused by incorrect access information may be charged to you, together with reasonable costs incurred in attending, waiting, or returning to complete the work.

Suspension, Termination and Force Majeure

We may suspend or terminate the service immediately if you breach these terms, fail to pay, provide unsafe or unlawful instructions, behave abusively, or place our staff or equipment at risk. In such cases, you remain responsible for work already performed and any costs already incurred. We may also withdraw a quotation if there has been a material change in circumstances before the booking is confirmed.

Neither party will be liable for failure or delay caused by events beyond reasonable control, including but not limited to extreme weather, fire, flood, strike action, public emergency, transport disruption, governmental restrictions, or widespread utility failure. If force majeure prevents completion, we will use reasonable efforts to resume or rearrange the service where practical.

If a term of these conditions is found to be unlawful or unenforceable, the remaining terms will continue in force. Any failure by us to enforce a right on one occasion does not mean we waive that right in future. These terms form the entire agreement between us regarding the service, unless we have agreed a separate written variation.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from or connected with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer, you may benefit from mandatory legal protections that apply in your place of residence, but the governing law will remain as stated where permitted by law.

Any dispute that cannot be resolved amicably should be brought before the courts of England and Wales, unless mandatory law provides otherwise. The parties agree to act reasonably and in good faith to reduce avoidable disputes, including by providing relevant evidence and allowing a fair opportunity to investigate any issue before proceedings are issued.

By booking our moving and removals service, you confirm that you have read, understood and agreed to these terms. You also confirm that you are authorised to book the service, to provide instructions on the property and items involved, and to accept responsibility for any charges arising from your instructions or from inaccurate information supplied to us.