Highbury Removals Service Terms and Conditions

These Highbury Removals terms and conditions set out the basis on which our moving services are provided to domestic and commercial customers in the UK. By making a booking, accepting a quote, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before confirming any service. They are designed to be fair, clear, and practical, while reflecting common standards for UK removal services.

In these terms, “we”, “us”, and “our” refer to Highbury Removals. “You” and “your” refer to the customer named on the booking, together with any person authorised by that customer to act on their behalf. These removal service terms apply to full removals, part-load services, packing, loading, unloading, furniture handling, and any ancillary work agreed in writing before the job begins.

Nothing in these conditions affects your statutory rights under UK consumer law. If any clause is found unenforceable, the remaining clauses will continue in full force. These service terms for removals should be read alongside any quotation, job sheet, or written variation that we issue. Where there is a conflict, the written quotation or signed variation will apply only to the extent of that specific inconsistency.

1. Booking Process

All bookings are subject to availability and are not confirmed until we have accepted your request in writing or by electronic message. A quotation may be provided after an initial discussion, an inventory review, or a survey of the property and items to be moved. Any estimate is based on the information supplied by you and may change if the scope of work, access conditions, or item list differs from what was originally disclosed.

When a booking is requested, you must provide accurate and complete information, including the collection and delivery addresses, property access details, parking restrictions, stair access, lift availability, and any items requiring special handling. The accuracy of this information is important because it affects staffing, vehicle size, timing, and pricing. If significant information is omitted or later proves inaccurate, we may revise the quotation, adjust the schedule, or decline the job where necessary.

We reserve the right to refuse a booking if we reasonably believe the work cannot be carried out safely, lawfully, or within the agreed resources. Examples include unsafe access, prohibited items, excessive volumes not previously declared, or conditions that create a material risk to staff, property, or other road users. A confirmed booking may also be subject to a minimum notice period, a deposit requirement, or additional checks where the job is large, complex, or time-sensitive.

2. Payments, Charges, and Invoicing

Unless agreed otherwise in writing, payment terms will be stated on the quotation or invoice. For many services, a deposit may be required to secure the date, with the balance due before unloading, on completion, or within a stated invoice period. We may request payment by bank transfer, debit card, or other approved method. Cash payments, if accepted, must be made in full and in the agreed currency.

All prices are based on the information provided at the time of quotation. Charges may change if there are delays outside our control, additional labour, waiting time, extra journeys, parking fines caused by unavailable permits or inaccurate instructions, or extra work not included in the original scope. Where possible, we will explain any likely change before proceeding. However, if circumstances arise during the job that require immediate action, you authorise us to take reasonable steps to complete the service safely and efficiently.

Unless stated otherwise, quoted prices may exclude VAT, congestion-related charges, tolls, disposal fees, specialist equipment hire, or third-party costs. If VAT is applicable, it will be shown on the invoice. Late payments may incur interest and reasonable recovery costs in line with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or otherwise at a reasonable contractual rate permitted by law. We may suspend further work or release of goods until outstanding sums are paid in full.

3. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us notice in writing or by another agreed method. Cancellations made well in advance may incur no charge, but short-notice cancellations may lead to a cancellation fee reflecting the lost time, vehicle allocation, and administration costs. The exact fee may depend on the lead time and the nature of the booking. If a deposit has been paid, it may be retained in part or in full to cover genuine losses where lawful.

If you are unable to provide access, keys, instructions, or permission to proceed on the booked date, we may treat this as a late cancellation or failed attendance. If we arrive on site and cannot start or continue because of matters within your control, additional waiting charges, aborted journey costs, or rebooking fees may apply. We will act reasonably and aim to minimise disruption, but our schedule is planned around vehicle and staff availability.

We may also need to postpone or cancel a service because of events beyond our reasonable control, including severe weather, traffic disruption, accidents, road closures, mechanical breakdown, illness, industrial action, or emergency situations. In such cases, we will use reasonable efforts to rearrange the job, but we will not be liable for losses arising from unavoidable delay or non-performance caused by a force majeure event. This includes circumstances where the service is made impracticable despite proper planning and care.

4. Customer Responsibilities

You are responsible for ensuring that all items to be moved are identified accurately, packed appropriately if self-packed, and ready for collection at the agreed time unless packing has been included in our service. Fragile, high-value, or sentimental items should be declared in advance. You should also ensure that appliances are disconnected, contents emptied where necessary, and any prohibited or hazardous goods removed from the load before our team arrives.

You must provide safe and legal access to the premises and ensure that parking arrangements, lift reservations, permits, and building permissions are in place when required. Where a property manager, freeholder, or other third party imposes restrictions, you are responsible for advising us in advance. If access is delayed or restricted because such arrangements were not made, we may charge for any resulting waiting time or aborted work.

It is your duty to notify us of items requiring special care, such as antiques, artwork, pianos, large glass items, or awkwardly shaped furniture. While we will take reasonable care, we are not responsible for damage resulting from undisclosed structural weakness, inadequate packaging, or items that were already defective. You should also keep valuables, passports, jewellery, medicines, and personal documents separate unless we have expressly agreed to transport them.

5. Liability and Insurance

We will carry out our removal services with reasonable skill and care. If we cause loss or damage through negligence, our liability will be limited to the reasonable cost of repair or replacement, taking account of wear, age, depreciation, and any limits stated in our insurance policy or quotation. We do not exclude liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation.

We are not liable for loss or damage arising from events beyond our reasonable control, including poor weather, road incidents, or third-party actions. Nor are we liable for items packed by you unless the damage is caused by our negligence in handling them after collection. Breakage, scuffing, or compression can occur during transit even where reasonable care is taken, especially with items that are fragile, poorly packed, or inherently unstable.

Where we provide packing materials or packing labour, we will use reasonable care appropriate to the service agreed. However, certain risks cannot be eliminated entirely. Unless otherwise agreed in writing, our liability for any single item, pair, or set may be limited to the declared value or a fair apportionment of loss. You should tell us in advance if any item has exceptional value, because specialist cover or additional precautions may be necessary.

6. Waste Removal and Environmental Compliance

If our service includes disposal, clearance, or the removal of unwanted goods, such work will be carried out in accordance with applicable UK waste rules, including the Environmental Protection Act 1990, the Waste (England and Wales) Regulations 2011 where relevant, and other applicable local or national requirements. We will only transport, transfer, or dispose of waste using lawful and responsible routes. You must not ask us to dispose of hazardous, illegal, or unlabelled waste unless this has been specifically agreed and lawfully arranged.

We may ask for details about the nature of waste, especially if it includes electricals, batteries, paint, fluids, sharp items, confidential material, or anything that may require special handling. You warrant that any waste you ask us to remove has been declared honestly and is not contaminated with substances that would expose us to legal risk or health and safety concerns. If undeclared waste is discovered, we may refuse to move it, segregate it at additional cost, or return it to you if lawful and practical.

Where skip loading, rubbish removal, or clearance work is arranged, you remain responsible for ensuring that the waste stream is lawful and that any prohibited items are removed before collection. We may provide evidence of transfer or disposal where appropriate, but the exact documentation depends on the nature of the waste and the service booked. We reserve the right to stop work immediately if we suspect the load contains unsafe, unlicensed, or unlawfully disposed material.

7. Property, Storage, and Uncollected Goods

If goods are placed into temporary storage or held by us pending delivery, additional storage terms may apply and may be provided separately. You must settle any storage-related charges before collection or onward delivery unless we have agreed a different payment arrangement. Goods left uncollected for an unreasonable period may be treated in accordance with applicable law and our reasonable administrative policies.

If we are required to store items temporarily because access is unavailable, delivery is refused, or payment is outstanding, you will be responsible for all reasonable storage, handling, and redelivery charges. We will take reasonable care of stored items, but storage is subject to the normal risks of handling, environmental conditions, and third-party premises. Any additional insurance requested for storage must be arranged in writing and may incur extra charges.

Ownership of goods remains with you unless and until title passes under a separate written agreement. If items are abandoned, unpaid, or uncollected despite reasonable notice, we may exercise any lawful remedy available to recover costs, including retaining goods or disposing of them where permitted by law. Any such action will be taken only in accordance with applicable legal requirements and after reasonable notice where required.

8. Complaints, Claims, and Disputes

If you believe there has been an issue with our removal company terms or the service provided, you must notify us as soon as reasonably possible and, in any event, within a reasonable time after the event giving rise to the complaint. Early notification helps us investigate, preserve evidence, and, where appropriate, resolve the matter promptly. Claims for damage should be supported by photographs, item descriptions, and any relevant purchase or repair information.

We may request access to inspect damaged items, packaging, or the location where the issue occurred. You must take reasonable steps to minimise your loss, which may include preserving damaged goods and avoiding unnecessary repair work until the matter has been reviewed. Any failure to allow inspection may affect our ability to assess liability fairly. We will review complaints in good faith and aim to provide a written response within a reasonable period.

Where a dispute cannot be resolved informally, both parties agree to attempt to settle the matter through negotiation before starting formal proceedings. Nothing in these terms prevents either party from seeking urgent relief where necessary, or from pursuing a claim in court if settlement attempts fail. If a court or competent authority determines any part of a claim, that determination will apply only to the extent necessary and will not invalidate the remaining provisions.

9. Governing Law

These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise or where mandatory legal rules require a different forum. If you are a consumer, nothing in this clause removes the protections available to you under applicable UK legislation.

This governing law clause applies to quotations, bookings, invoices, and all UK removals terms and conditions issued by Highbury Removals. If any local law, regulation, or industry requirement applies to a particular job, we will follow it to the extent required. The rest of these terms will continue to apply in full unless amended in writing by both parties. No waiver of any right will be effective unless we choose to make it in writing or the law requires otherwise.

By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms. We recommend that you retain a copy of the quotation and these conditions for your records. These terms are intended to provide a balanced framework for a professional moving service, covering the main practical, financial, and legal points that govern a typical removal arrangement.