Tooting Removals Terms and Conditions

These Tooting Removals Terms and Conditions set out the basis on which our removal services are provided in the UK. They are designed to create a clear agreement between Tooting Removals and the customer, covering the booking process, payment terms, cancellation rights, liability limits, waste handling, and the law that applies to the service. By making a booking, the customer confirms that they have read, understood, and accepted these terms.

These terms apply to all domestic and commercial moving services supplied under the Tooting removals name, including packing, loading, transport, unloading, furniture handling, and related support services. They should be read together with any written quotation, inventory, or service schedule provided before the move. If there is any inconsistency, the specific written quotation or confirmed service details will usually take priority, unless stated otherwise in these terms.

The contract is formed when the customer accepts a quotation, pays any required deposit, or otherwise confirms the booking in writing or by another recorded method. We reserve the right to refuse or cancel a booking if the information supplied is inaccurate, incomplete, unsafe, or if the requested service cannot reasonably be provided. All services are subject to availability, access conditions, and the customer meeting their responsibilities under this agreement.

Booking Process

When requesting a removal service, the customer must provide accurate and complete information about the property, contents, access, timing, parking, stairs, lifts, fragile items, and any special handling requirements. Quotes are normally based on the details supplied at the time of enquiry and may change if those details prove to be incomplete or incorrect. Any estimate given before a survey or full assessment is non-binding unless expressly confirmed as a fixed price in writing.

The customer is responsible for checking that the booking confirmation reflects the correct date, addresses, volume of goods, and agreed services. If the customer asks for changes after confirmation, we will try to accommodate them, but additional charges may apply. Where a survey is carried out, whether in person, by video, or by photographs, the customer must ensure that the items shown are representative of the move as a whole.

We may require identity, address, or ownership verification before the service begins, especially where valuable items, storage, or disposal services are involved. The customer must ensure that access is available at both collection and delivery locations at the agreed times. Delays caused by poor access, parking restrictions, missing keys, or site restrictions may result in waiting charges, a revised schedule, or additional labour costs.

Payments and Charges

Unless otherwise agreed in writing, payment terms will be confirmed at the time of booking. Some services may require a deposit to secure the date, while the balance is due before unloading, at completion, or by another stated deadline. We may require payment in advance for short-notice jobs, disposal work, high-value moves, or services involving storage or special handling.

Accepted payment methods may include bank transfer, debit card, credit card, or other approved means. The customer is responsible for ensuring that payment is made in full and cleared without delay. If any invoice remains unpaid, we may charge reasonable interest and recovery costs to the extent permitted by law. Where a charge is disputed, the undisputed portion of the invoice must still be paid on time.

Our prices may be affected by factors including additional stops, extra labour, specialist lifting equipment, long carries, difficult access, traffic delays, and waiting time beyond the agreed allowance. We will usually explain any additional charges in advance where possible. If unexpected work is requested during the move, the customer agrees that such work may be charged at the applicable rate.

Cancellations, Rescheduling, and Customer Responsibilities

The customer may cancel or rearrange a booking by giving notice as early as possible. Cancellation fees may apply depending on how much notice is given and whether the move date has been reserved exclusively. If the customer cancels at short notice, after crews or vehicles have been allocated, or after packing materials have been prepared, we may charge a proportion of the quoted fee to cover losses and wasted costs.

We may cancel or postpone a booking if severe weather, vehicle breakdown, staff illness, unsafe access, legal restrictions, or other events beyond our reasonable control prevent performance. In such cases, we will aim to offer an alternative date or a suitable solution, but we will not be liable for consequential losses caused by delay, except where the law requires otherwise. We will also be entitled to suspend the service if the customer fails to meet their obligations, including payment or access arrangements.

The customer must ensure that the premises are ready for the move and that all items intended to be transported are clearly identified. Items excluded from the move should be separated in advance. The customer should remove or secure loose parts, empty or partially empty items that may leak, and ensure that any goods requiring special attention are declared before the service begins. Failure to do so may affect the safety, timing, and cost of the move.

Liability and Risk

We take reasonable care when handling goods, but the customer acknowledges that removals involve inherent risks. Unless caused by our negligence, we are not responsible for loss or damage arising from pre-existing defects, inadequate packing by the customer, normal wear and tear, hidden faults, or items that were unstable, overloaded, or not fit for transport. Fragile, antique, electronic, or high-value items should be disclosed in advance so that appropriate arrangements can be made.

The customer is encouraged to obtain suitable insurance cover for their goods, including any items they have packed themselves. Where insurance is arranged by us or through a third party, the specific policy terms will apply. The customer remains responsible for reading any exclusions or limitations. We do not provide legal, financial, or valuation advice, and any declared value information must be accurate and truthful.

If we are found liable for loss or damage, our liability will be limited to the direct loss suffered and, where permitted by law, capped at the amount reasonably recoverable under the relevant service and any applicable insurance. We will not be liable for indirect or consequential losses, including loss of profit, loss of business, missed appointments, or emotional distress, unless such exclusion is not permitted under applicable consumer law.

Waste Regulations and Disposal Services

Where our removal company is asked to remove unwanted items, packaging, rubbish, or other waste, the customer authorises us only to handle that material in accordance with applicable UK waste laws. Waste will be accepted only if it has been properly identified and agreed in advance. We may refuse any item that is hazardous, prohibited, contaminated, or unsuitable for lawful transport or disposal.

The customer confirms that any goods marked for disposal are lawfully owned by them or that they have authority to arrange their removal. We are not responsible for verifying ownership beyond reasonable checks. If items include electrical equipment, batteries, paints, chemicals, sharp objects, confidential documents, or other regulated materials, the customer must disclose this before collection. Such items may require special handling, separate charges, or may be refused altogether.

All waste handling will be carried out in compliance with relevant environmental and disposal rules, including duties relating to correct segregation, transfer, and disposal at approved facilities where required. If a waste transfer note, receipt, or similar record is needed, the customer agrees to provide the information reasonably necessary for compliance. The customer must not ask us to dispose of waste illegally, fly-tip material, or breach any environmental law.

Service Standards and Exclusions

Our team will use reasonable care, skill, and diligence in delivering the agreed service. However, the scope of the job is limited to what is stated in the booking confirmation and quotation. Services not expressly included, such as dismantling specialist furniture, reconnecting appliances, removing fixtures, disconnecting gas, plumbing, or electrical fittings, or handling restricted goods, are excluded unless specifically agreed in writing and carried out by suitably qualified persons where required.

The customer is responsible for ensuring that appliances are disconnected safely and in line with manufacturer guidance and legal requirements before the move unless we have expressly agreed to do this as part of the service and are legally permitted to do so. We may refuse to move items that appear unsafe, damaged, improperly packed, too heavy for safe manual handling, or likely to cause injury or damage. Our crew’s decision on safety matters is final for the purposes of that visit.

The customer must protect floors, walls, entrances, and fixtures where needed if the property contains delicate surfaces or other vulnerable features. While we will take reasonable care, normal scuffs and marks that may occur during a move are not usually treated as a breach of contract. Any existing damage at either property should be noted before work starts so that later disputes can be avoided. Where possible, photographs may be taken to record condition before and after the job.

Delay, Storage, and Failed Delivery

If the delivery cannot be completed because the customer, recipient, or nominated representative is unavailable, or because access is not possible, we may store the goods temporarily at the customer’s risk and expense or arrange a later delivery. Any extra transport, storage, redelivery, labour, or administrative costs arising from failed delivery may be charged to the customer. We will act reasonably when deciding how to secure the goods until delivery can take place.

Where goods are placed into storage, the separate storage terms, if any, may apply in addition to these terms and conditions. The customer must pay all applicable charges before collection or redelivery unless otherwise agreed. We are entitled to retain goods to the extent permitted by law until outstanding sums are settled. Nothing in these terms affects any statutory rights the customer may have under consumer legislation.

If a move is delayed by events outside our control, including severe weather, traffic incidents, civil disruption, or actions by third parties, we will try to continue the service in a safe and practical way. However, we are not liable for delays beyond our reasonable control. Where practical, we may rearrange the work, split the move, or agree a revised arrival window without admitting fault.

Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, unless the customer resides in another part of the UK and mandatory consumer rules provide otherwise. If any provision is found unenforceable, the remaining provisions will continue in full force.

No failure or delay by us in enforcing any right or remedy will operate as a waiver of that right or remedy. Any variation to these terms must be agreed in writing by an authorised representative of Tooting removals. These terms together with the booking confirmation, quotation, and any applicable inventory or service schedule form the entire agreement between the parties in relation to the service supplied.

Tooting Removals may assign or subcontract part of the work where necessary to deliver the service efficiently, provided this does not materially reduce the agreed standard. The customer may not assign the benefit of the contract without our prior written consent. By proceeding with the booking, the customer confirms that they have authority to enter into this agreement and to instruct the removal of the items concerned.