Woking Removals Terms and Conditions

These Terms and Conditions set out the basis on which Woking Removals provides domestic and commercial moving services in the UK. By making a booking, the customer agrees to these terms, which are designed to clarify the responsibilities of both parties and to ensure a safe, efficient and lawful service. References to removals in Woking, Woking removal services, or similar wording relate to our moving, lifting, transport, packing and related services, whether supplied as a full move or as part of a tailored service package.

These terms apply to quotations, bookings, collections, deliveries, storage-related arrangements where applicable, and any additional services requested by the customer. They should be read carefully before confirming a booking. If any part of these terms is unclear, the customer should raise the issue before the service begins. Continued use of the service, payment of any deposit, or confirmation in writing will be treated as acceptance of these terms.

In these terms, ???we??�, ???us??� and ???our??� refer to Woking Removals, while ???you??� and ???your??� refer to the customer, client, or any authorised person acting on behalf of the customer. A ???booking??� means any confirmed arrangement for removals, packing, loading, unloading, delivery, storage, disposal, or associated services. A ???job sheet??� or written confirmation may be issued before the move and may include assumptions, access notes, inventory details, or service limitations.

1. Booking Process

All bookings are subject to availability and acceptance by us. A quotation may be provided after an assessment of the items to be moved, the access conditions, the distance, the volume, the level of packing required, and any special handling needs. Quotes are based on the information supplied by the customer. If the customer later provides additional details or the property circumstances differ from what was originally described, we may revise the price, timing, staffing, vehicle size, or service scope.

To secure a booking, we may require a deposit, a written acceptance, or both. A booking is not confirmed until we have acknowledged it in writing or by another clear form of confirmation. Customers must ensure that the move date, addresses, contact details, parking arrangements, access instructions, and any special requirements are correct. It is the customer???s responsibility to tell us in advance about stairs, lifts, long carries, narrow doorways, fragile items, heavy objects, restricted access, traffic limitations, or any other condition that may affect the move.

Where a customer requests packing materials, dismantling, reassembly, storage handling, or collection/delivery in stages, these must be agreed before the move or as soon as reasonably practicable. We may refuse to carry out work that is unsafe, unlawful, or outside the agreed scope. If we identify a significant difference between the described job and the actual work required, we may adjust the quotation or decline to proceed until the revised terms are accepted. Any estimate given before a full survey is non-binding unless expressly stated otherwise.

Customers must ensure that they or an authorised representative are present at the start and end of the service, unless we agree otherwise in writing. If no suitable person is available, we may proceed using the instructions provided and accept no liability for decisions made in good faith in those circumstances. Delays caused by missing instructions, absent keys, unprepared premises, or incomplete access information may be charged as waiting time or may require rescheduling.

Any items listed as excluded from the quotation, or any extra work agreed on the day, will be charged separately. This includes but is not limited to extra journeys, waiting time, additional labour, specialist equipment, parking charges, ferry charges, tolls, permits, and disposal fees where relevant. We will usually confirm any material change before carrying out further work, but where immediate action is necessary to protect property or maintain safety, we may act first and inform the customer as soon as reasonably possible.

2. Payments

Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed, payment is due immediately upon completion of the service, by the method accepted by us at the time of booking or job completion. In some cases, especially for larger domestic removals, office relocations, long-distance moves, or work requiring vehicle reservation, we may request a deposit or part-payment in advance. Deposits secure availability and may be non-refundable except where cancellation rights under these terms apply.

All prices, unless stated otherwise, are exclusive of any applicable taxes, charges, or third-party fees. If an invoice is issued, it must be paid by the due date stated on the invoice. We may charge interest and recovery costs on overdue sums where permitted by law. We also reserve the right to withhold delivery, suspend service, or retain goods in our possession where payment has not been made in full and we are legally entitled to do so.

Any dispute about part of an invoice does not allow the customer to withhold payment of the undisputed balance. If a payment is reversed, declined, or later found to be invalid, the customer remains liable for the amount due and any reasonable administration costs arising from the failed transaction. Where a customer is paying on behalf of another person or organisation, that payer remains responsible for prompt settlement unless we agree otherwise in writing.

3. Cancellations, Postponements and Changes

Customers may request cancellation or postponement, but the amount refundable, if any, depends on notice given and any costs already incurred. If the customer cancels a confirmed booking, we may deduct reasonable expenses, including labour already allocated, vehicle reservation costs, packing materials ordered specifically for the job, and any non-recoverable third-party charges. The closer the cancellation is to the scheduled move date, the more likely it is that charges will apply in full or in part.

If the customer needs to change the date, time, addresses, or scope of work, we will try to accommodate the request subject to availability. However, a change may be treated as a cancellation of the original booking and a new booking thereafter. Where we have already committed resources to the original arrangement, an amendment fee or additional charge may apply. We are not responsible for losses arising from changes to travel plans, tenancy arrangements, completion dates, or other related circumstances.

We may cancel or postpone a service if circumstances beyond our reasonable control make it unsafe, unlawful, or impractical to proceed. This includes severe weather, road closures, vehicle breakdown, fire, flood, industrial action, accidents, or events affecting access to the property or destination. In such cases, we will seek to reschedule the service, but we will not be liable for indirect losses caused by the delay, provided we have acted reasonably and in good faith.

If we reasonably believe that the move cannot be completed safely because the customer has not disclosed essential information, has failed to secure access, or has created a hazard, we may refuse to start or continue the job. Any resulting cancellation fees, wasted journey costs, or storage costs may be charged to the customer. The same applies where the customer or their representative behaves abusively, unlawfully, or in a way that makes the service unsafe for our staff or contractors.

4. Liability and Care of Goods

We will take reasonable care when handling customer property, but liability is limited to the extent permitted by law and by these terms. The customer should make sure that fragile, valuable, sentimental, or irreplaceable items are appropriately packed and identified. Items such as jewellery, cash, documents, passports, negotiable papers, antiques, artwork, and other high-value goods should be moved only if expressly agreed in advance and may require special declarations, packaging, or insurance arrangements.

Unless otherwise agreed, the customer is responsible for securing specialist insurance for items that exceed ordinary household value or that are particularly susceptible to damage. We are not responsible for wear and tear, pre-existing defects, hidden weakness, unsuitable packaging, or damage caused by the customer???s own handling or by inadequate preparation. Nor are we liable for losses caused by inaccurate inventories, mislabelling, unsuitable stacking instructions, or the movement of items that were not declared in advance.

Where we supply packing services, our liability for packed goods may be limited if the contents are not properly disclosed, if the item is inherently fragile, or if damage results from a defect not reasonably detectable during packing. Where items are disassembled, reassembled, connected, or disconnected, we will use reasonable care and suitable skill, but we do not guarantee that pre-existing fittings, fixings, or appliances will be immune from failure. The customer should retain manuals, spare parts, and installation instructions where relevant.

We do not accept liability for consequential or indirect loss, including loss of profit, loss of earnings, loss of opportunity, missed deadlines, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Any claim must be raised promptly and supported by reasonable evidence of loss or damage.

5. Access, Safety and Customer Duties

The customer must provide safe and lawful access to the property, including parking arrangements where applicable, sufficient clearance, and any required permits or permissions. If access is delayed or restricted, waiting time, aborted journey costs, additional labour, or rescheduling charges may apply. The customer must notify us in advance of items that are excessively heavy, hazardous, live, leaking, contaminated, or subject to special handling requirements.

The customer warrants that they have the right to request the removal of all items presented for transport or disposal. We may refuse to handle items where ownership is unclear or where removal might breach another person???s rights. The customer must not include prohibited items, dangerous substances, explosives, pressurised containers, illegal goods, live animals, or materials requiring specialist licensing unless we have expressly agreed and are legally permitted to carry them.

Our staff may decline to lift or move any item that appears unsafe due to size, weight, condition, or location. If an item is moved at the customer???s express request despite a warning, this is done at the customer???s risk to the extent allowed by law. Customers should protect floors, walls, lifts, and communal areas where they have an obligation to do so, and should ensure that children, pets, and unauthorised persons are kept clear of the working area.

6. Waste Regulations and Disposal

Where the service includes the removal of unwanted items, rubbish, packaging, furniture, or general waste, all disposal activity will be carried out in accordance with applicable UK waste laws, regulations, and local authority requirements. We operate as a responsible business and expect customers to ensure that any waste presented for collection is accurately described and lawfully transferable. We may refuse any waste that is suspected to be hazardous, contaminated, or improperly classified.

Under waste regulation principles, the customer remains responsible for declaring what is to be removed. If items are to be treated as waste rather than reusable goods, the customer must make this clear before collection. We may charge separate disposal, sorting, or recycling fees depending on the nature and volume of the waste. Where appropriate, we may transfer items to licensed facilities, reuse channels, or recycling centres in accordance with legal and environmental obligations.

The customer must not hand over regulated waste such as asbestos, clinical waste, chemicals, oils, batteries, electrical waste, paint, solvents, gas cylinders, or other controlled materials unless we have expressly agreed in advance and are legally able to accept them. If prohibited waste is discovered after collection has begun, we may stop the service and charge for time, transport, and any lawful return or storage arrangements. The customer may also be responsible for any fines, clean-up costs, or third-party losses arising from misdescription or illegal disposal requests.

Where we issue a waste transfer note, receipt, or similar document, the customer must keep any copy provided for their records. We may require confirmation of the origin of waste, the type of materials, and the destination if requested by authorities or where needed to demonstrate compliance. The customer agrees to cooperate with any lawful requests that support traceability, recycling compliance, and proper waste handling under UK regulations.

7. Delay, Storage and Uncollected Items

If the customer is not ready at the agreed time, or if delivery cannot be completed because access is unavailable, the goods may be placed in temporary storage, returned to origin, or held in our vehicle subject to space and safety limits. Charges may apply for storage, re-delivery, and additional handling. We will use reasonable efforts to protect the items, but the customer remains responsible for collecting, authorising onward movement, or providing clear instructions within a reasonable time.

If items are left uncollected, abandoned, or cannot be delivered because the customer has failed to respond, we may give notice and then take reasonable steps to recover our costs, including storing, disposing of, or otherwise dealing with the items in accordance with law. This does not affect any statutory rights or obligations that apply. Any perishable, unsafe, or time-sensitive item may be treated urgently if necessary to reduce risk or loss.

Where storage is arranged as part of the service, additional conditions may apply, including storage charges, access rules, inventory requirements, and notice periods for release. The customer should assume that storage-related handling is separate from the moving service unless expressly stated otherwise. Insurance cover, if any, may vary between transit and storage periods, and customers should confirm their own arrangements where needed.

8. Complaints and Claims

If the customer believes that goods have been damaged, lost, or incorrectly handled, they must notify us as soon as reasonably practicable and provide details of the issue. The customer should keep the affected item and its packaging where possible, as this may be needed for inspection. Failure to notify us promptly may affect our ability to investigate and may reduce the likelihood of recovery under any applicable insurance or liability provisions.

Any claim should include a description of the item, the nature of the alleged loss or damage, and available evidence such as photographs, receipts, or inventory lists. We may request access to inspect the item or the location where the issue arose. If a matter can be resolved by repair, replacement, or a reasonable settlement, we may offer that option instead of cash compensation, subject always to legal requirements and the circumstances of the claim.

Nothing in these terms affects any statutory rights that cannot be excluded. However, any remedy will be limited to the lesser of the proven loss and the maximum liability permitted by law, taking into account the nature of the service and any agreed valuation or insurance arrangement. The customer must take reasonable steps to reduce loss after any incident and must not dispose of damaged goods before giving us the opportunity to inspect them, unless disposal is necessary for safety or legal reasons.

9. Governing Law

These terms, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have jurisdiction, except where mandatory consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remainder will continue in full force to the extent permitted by law.

We may update these terms from time to time to reflect changes in law, operational requirements, or service structure. The version in force at the time of booking will apply unless a later version is specifically agreed. By proceeding with a booking for Woking Removals, the customer confirms that they have read, understood, and accepted these terms, including the provisions on booking, payment, cancellation, liability, waste handling, and governing law.