Terms and Conditions for Removal Van Services
These Terms and Conditions set out the basis on which removal van services are provided in the UK. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair and practical arrangement for both parties. They apply to domestic and commercial moves, single-item transport, and related loading and unloading services, unless otherwise agreed in writing. For the avoidance of doubt, references to “we”, “us” and “our” mean the removal service provider, and references to “you” or “your” mean the customer.
These terms should be read carefully before confirming a booking. They cover the booking process, payment arrangements, cancellation rights, liability limits, waste handling obligations, and the governing law that applies to the service. Nothing in these terms affects your statutory rights under UK consumer law where such rights apply.
The service offered may vary depending on the size of the vehicle, the number of operatives supplied, access conditions, parking availability, and the volume or type of items to be moved. Where a removal van is hired with labour, the exact scope of the work will be confirmed at the time of booking or in the booking confirmation. Any special instructions, restrictions, or assumptions communicated by either party should be accurate and complete.
1. Booking Process
A booking may be made by telephone, email, online form, or any other method we make available. A booking request does not become binding until we have confirmed acceptance and issued a booking confirmation. Confirmation may be based on the information provided by you, and it is your responsibility to ensure that all details are correct. This includes collection and delivery addresses, dates, item descriptions, access conditions, parking arrangements, and any relevant handling requirements.
We may request photographs, inventories, or additional information before confirming a booking for a removal van hire or moving service. This helps us assess the appropriate vehicle size, manpower, and estimated duration. If the information you provide changes before the move, you must notify us promptly. Material changes may affect the price, timing, or feasibility of the service.
Quotes are usually based on the information available at the time and may be offered as fixed-price, hourly-rate, or estimated-price arrangements. Unless expressly stated otherwise, estimates are not guaranteed fixed prices. If the actual service differs from the original description, for example due to additional items, long carrying distances, stair access, waiting time, or parking delays, we may revise the price reasonably to reflect the revised scope of work.
2. Payments
Payment terms will be stated in the booking confirmation or invoice. We may require a deposit to secure the date, with the balance payable before, on, or immediately after completion of the service, depending on the type of booking. For some services, particularly larger removal van services, full or part payment in advance may be requested.
Accepted payment methods may include bank transfer, debit card, credit card, or other methods notified to you in advance. Any transaction fees, where lawfully applicable and disclosed, may be charged in addition to the service price. You are responsible for ensuring that payment is made on time and that sufficient cleared funds are available. Late or failed payment may result in delayed service, suspension of future bookings, or recovery action.
If the service is priced by the hour, the time will normally start when the vehicle and operatives arrive at the agreed location and will end when the work is completed, unless stated otherwise. Time may include reasonable waiting periods caused by access issues, delays in obtaining keys, building restrictions, or incomplete readiness at the property. Any part of an hour may be charged proportionately or rounded in accordance with the booking terms.
3. Cancellations and Changes
You may request to cancel or reschedule a booking by notifying us as soon as possible. Cancellations are handled in accordance with the notice period set out in the booking confirmation or invoice. If no specific cancellation policy is provided, the following default position applies: cancellations made more than 48 hours before the scheduled start time may not incur a fee, while cancellations made within 48 hours may be subject to a reasonable charge for loss of work and administrative costs.
Where a deposit has been paid, it may be retained in part or in full depending on the timing of the cancellation, the resources already allocated, and any non-recoverable costs we have incurred. If we have already dispatched a removal van, assigned staff, or reserved specialist equipment, a greater cancellation fee may apply. If you request a change to the date or service scope, we will try to accommodate it, but we are not obliged to do so if operationally impractical.
We may cancel or postpone a booking in circumstances beyond our reasonable control, including unsafe weather, vehicle breakdown, road closures, staff illness, access impossibility, or non-compliance with legal requirements. If we need to cancel for a reason within our control, we will offer a reasonable alternative date or a refund of any advance payment for the unperformed service. We shall not be liable for indirect losses resulting from a lawful cancellation or rescheduling decision.
4. Customer Responsibilities
You must ensure that the property, items, and access routes are ready for the agreed service time. This includes arranging parking where required, securing building permissions, packing items safely, and ensuring that items are suitable for transport. Fragile, high-value, or unusually heavy items should be identified in advance. If items require dismantling, special wrapping, or handling equipment, this should be disclosed before the move.
You must not include prohibited, dangerous, or illegal items within the load without prior written consent and legal compliance. This includes hazardous substances, explosives, pressurised containers, fuel, live animals, perishable goods, and any material that may breach transport, health and safety, or environmental laws. If such items are discovered, we may refuse to carry them or may remove them from the load at your expense where lawful to do so.
It is your responsibility to back up digital devices, remove sensitive data from equipment, and take reasonable steps to protect documents and personal valuables. While our operatives will handle belongings with care, you remain responsible for ensuring that items are appropriately packed unless we have expressly agreed a packing service. We are not responsible for pre-existing damage, poor packing, or unsuitable packaging supplied by you.
5. Liability
We will use reasonable skill and care in providing removal van services. However, our liability is limited to losses directly caused by our negligence, breach of contract, or failure to use reasonable care. We do not exclude liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.
Where damage or loss is alleged, you must notify us as soon as reasonably possible and in any event within 48 hours of completion of the service, unless a longer period is required by law. You should provide supporting evidence such as photographs, purchase receipts, repair estimates, or an inventory. We may inspect the item or request that it be made available for assessment before any claim is considered.
Our total liability for any claim arising from a single booking shall ordinarily be limited to the amount paid, or payable, for the relevant service, unless a higher limit is agreed in writing. We are not liable for indirect or consequential loss, including loss of profit, loss of opportunity, loss of goodwill, or business interruption. We are also not responsible for losses caused by inaccurate instructions, hidden defects, unsuitable access, or items packed by the customer.
6. Waste Regulations and Disposal
Where our service includes removal of unwanted items, waste handling must comply with applicable UK environmental and waste regulations. We only transport and dispose of waste where this has been agreed in advance and where the waste type is lawful for us to handle. A removal van is not a licence to dispose of waste irresponsibly, and you must not ask us to leave items in an unauthorised location or to dispose of them unlawfully.
If we collect waste, recyclable items, or mixed loads, you must accurately describe what is to be removed. Items that may be classed as controlled waste, electrical waste, mattresses, fridges, oils, paints, chemicals, or other regulated materials may require special treatment or may be refused unless prior arrangements are made. Any fees imposed by disposal sites, transfer stations, or recycling facilities may be passed on where these were not included in the original quotation.
You agree to provide truthful information about the nature of the waste. If you misdescribe items, conceal hazardous waste, or request disposal contrary to law, you will be responsible for all resulting costs, claims, fines, penalties, and losses. We may refuse to carry or dispose of any item if we reasonably suspect that doing so would breach environmental, transport, or health and safety obligations. We may also report unlawful waste activity to the appropriate authority where required.
7. Service Performance and Delays
We aim to arrive within the agreed time window, but timings are estimates unless otherwise stated. Traffic conditions, weather, loading constraints, and earlier job overruns may cause delay. If we anticipate a significant delay, we will make reasonable efforts to notify you. Delays caused by events beyond our control will not entitle you to damages, although we may agree a revised appointment where practical.
If access is not available when our team arrives, or if you are not ready for collection or delivery, waiting charges may apply. If the delay is excessive, we may treat the booking as cancelled by you and charge a reasonable fee. We may also leave the site and reattempt the job later, subject to availability and additional charges.
We may refuse to start or continue the service if, in our reasonable opinion, it would be unsafe, unlawful, or commercially impractical to proceed. Examples include blocked access, severe structural risk, abusive behaviour, unsafe loads, or a failure to provide necessary instructions. In such circumstances, we may charge for time already spent and any unavoidable costs incurred.
8. Insurance, Claims, and Subcontracting
We may carry appropriate insurance for our operations, but insurance cover does not alter these terms or guarantee compensation for every loss. You should consider your own insurance arrangements for valuable items, especially where items are irreplaceable or exceed standard household contents cover. Any declared value limit or special insurance request should be agreed in writing before the move.
We may use subcontractors or third parties to fulfil all or part of the service, provided that they are suitably qualified and instructed. If we do so, we remain responsible for the performance of the service to the extent required by law and contract. Any subcontractor working on our behalf is expected to follow the same standards of care, legality, and professionalism as our own team.
Any claim must be made honestly and on the basis of true and complete information. We may reject claims that are unsupported, exaggerated, fraudulent, or outside the scope of these terms. Nothing in this section affects any right you may have to bring a claim under applicable consumer legislation or to rely on mandatory statutory protections.
9. Governing Law and General Terms
These Terms and Conditions are governed by the laws of England and Wales. If you reside elsewhere in the UK, mandatory local consumer protections may also apply, but the service contract itself shall be interpreted under English and Welsh law unless otherwise required by statute. Any dispute arising from the booking or service shall be subject to the jurisdiction of the courts of England and Wales, without prejudice to any mandatory rights you may have as a consumer.
If any part of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. No waiver by us of any breach shall operate as a waiver of any subsequent breach. Any variation to these terms must be agreed in writing or clearly confirmed in the booking documentation. Headings are for convenience only and do not affect interpretation.
By confirming a booking for a removal van service, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. They are intended to support a safe, lawful, and efficient service while balancing the responsibilities of both parties. If a term appears inconsistent with the booking confirmation, the specific written confirmation for that booking will take precedence to the extent permitted by law.