Terms and Conditions for Removal Van Richmond Services
These Terms and Conditions set out the basis on which we provide removal van services and related moving support to customers booking a household, office, or general goods relocation. By making a booking, you agree to these terms in full. Please read them carefully before confirming any service. They are designed to create a clear understanding of the responsibilities of both parties, including how a booking is made, how charges are calculated, what happens if plans change, and how liability is handled.
For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider operating the removal van Richmond service, and references to “you” or “your” mean the customer, hirer, or person arranging the move. These terms apply to all standard removals, single-item transport, short-notice moves, and any optional services agreed in writing. If any special arrangement is made, it must be confirmed before the service begins and may be subject to additional charges.
Nothing in these terms affects your statutory rights as a consumer under UK law. If a clause is found to be invalid or unenforceable, the remaining provisions will continue to apply. The headings used in this document are for convenience only and do not affect interpretation. Where a service is booked on behalf of another person, the person making the booking confirms that they have authority to agree to these terms on behalf of the customer or property owner.
1. Booking Process
Bookings for a Richmond removal van service may be made through an authorised booking channel and are accepted only when we issue written confirmation. A booking request will normally include the moving date, collection and delivery addresses, the estimated volume or type of items, access details, and any particular requirements such as parking restrictions, stairs, or handling needs. We may ask for photographs, inventory details, or any other information reasonably required to assess the job properly and allocate the right vehicle, staff, and equipment.
Once you submit a request, any quotation provided is based on the information supplied at that time. If the actual circumstances differ from those described, we may need to revise the quote, alter the vehicle size, add labour, or change the timing. The customer is responsible for giving accurate and complete information. If inaccurate details result in delays, extra labour, failed access, or additional mileage, we reserve the right to apply reasonable supplemental charges.
2. Confirmations and Service Scope
A booking becomes binding only after we confirm availability and you accept the quoted price or agreed estimate. The service scope will normally include loading, transport, and unloading of the items listed or described at the time of booking. Any additional work requested on the day, such as dismantling, packing, waiting time, shuttle service, or extra stops, will be charged separately unless expressly included in the written agreement. We are not obliged to perform tasks that were not agreed in advance, especially where they would delay the schedule or create safety concerns.
The customer must ensure that the items presented for transport are the same as those described during the booking process. If the move includes items of unusually large size, unusually heavy weight, fragile construction, or high value, this must be disclosed in advance. We may refuse carriage of items that are unsafe to move, improperly packed, prohibited by law, or beyond the capacity of the agreed service. In some cases, we may accept such items only under revised conditions and with additional insurance or handling arrangements.
3. Prices, Payments, and Charges
All prices are stated in pounds sterling unless otherwise agreed. We may offer fixed quotes or estimates depending on the information available. A fixed quote remains valid only for the scope described in writing and may be adjusted if the job changes materially. An estimate is provided as a guide and may increase or decrease depending on time, access, labour, distance, and any unforeseen circumstances. Any waiting time caused by delayed access, incomplete packing, missing keys, or late arrival of third parties may be chargeable at the applicable rate.
Payment terms will be confirmed at booking or on the invoice. We may require a deposit, advance payment, card pre-authorisation, or full payment on completion. Unless otherwise stated, payment is due immediately upon completion of the service. If payment is not made when due, we reserve the right to suspend further services, charge interest at the statutory rate, and recover reasonable costs incurred in collecting overdue sums. Any bank charges, declined payment fees, or currency conversion fees imposed by your payment provider remain your responsibility.
Where the customer requests additional work during the booking, we may issue an updated price before proceeding. You agree that the final invoice may include reasonable charges for extra labour, additional stops, congestion, parking, tolls, delays, or disposal costs where those costs arise from your instructions or from circumstances not reasonably foreseeable at the time of booking. Receipts, proof of payment, or invoices will be provided in accordance with our standard billing process.
4. Cancellations and Amendments
You may cancel or amend a booking, but notice must be given as early as possible. If you cancel within a short period before the scheduled service, a cancellation fee may apply to cover vehicle allocation, staffing, and administrative costs. The exact fee may depend on how close the cancellation occurs to the moving date and whether the team has already been dispatched. Where a deposit has been paid, it may be retained in part or in full if the cancellation falls within the applicable chargeable period.
If you wish to change the moving date, addresses, access arrangements, or service scope, we will try to accommodate the change, subject to availability. However, amendments are not guaranteed and may result in a revised price. We may also cancel or reschedule a booking if weather, traffic disruption, vehicle failure, staff illness, safety issues, or circumstances beyond our reasonable control make performance impractical or unsafe. In such cases, we will aim to offer an alternative time or refund any sums due for services not provided.
We may refuse to proceed with a booking if the customer fails to provide essential information, if the premises are unsafe, if there is a material breach of these terms, or if payment conditions are not met. Where cancellation is necessary because of your breach, you may still be charged for costs already incurred, including call-out charges, waiting time, or unused labour. Any refund will exclude charges legitimately incurred before cancellation unless the law requires otherwise.
5. Customer Responsibilities
You must ensure that the property is ready for the move at the agreed time, that access routes are clear, and that parking arrangements are in place where needed. Items should be packed securely and labelled where appropriate. We are not responsible for poor packing, unstable stacking, or damage caused by unsuitable boxes or containers supplied by the customer. Fragile items should be protected and disclosed in advance. If you ask us to move items you have packed yourself, you accept responsibility for the adequacy of that packing unless damage is caused by our negligence.
You are also responsible for ensuring that no prohibited, dangerous, or unlawful items are included in the load. This includes, without limitation, explosives, flammable liquids, controlled drugs, live animals, and any item whose transport would breach legislation or safety requirements. Where such items are discovered, we may refuse to move them, notify the relevant authorities if required, or terminate the service. The customer must also secure any confidential data, personal records, or removable media before collection, as we do not accept responsibility for data loss unless caused by our proven negligence.
6. Liability and Damage
We will take reasonable care when handling your goods, property, and premises. However, our liability is limited to loss or damage caused by our negligence or wilful misconduct and only to the extent permitted by law. We are not liable for pre-existing damage, normal wear and tear, hidden defects, structural weakness, or damage arising from items not properly packed or secured. Nor are we responsible for indirect loss, loss of profit, loss of opportunity, or consequential damages arising from delays or service interruption, except where such exclusion is unlawful.
If damage or loss is suspected, you must notify us as soon as reasonably possible and provide sufficient detail to allow investigation. Claims should include photographs, a description of the item, and any relevant evidence. We may inspect the item or request further information before deciding whether any remedy is due. Where liability is accepted, our preferred remedy may be repair, replacement, or a reasonable monetary settlement, subject to the applicable limits and the value of the item involved.
We strongly recommend that customers arrange their own insurance cover for goods in transit, particularly where items are valuable, fragile, antique, or irreplaceable. Any insurance we may carry is subject to its own terms, exclusions, and limits, which may differ from the protections available under your household or business policy. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
7. Waste Regulations and Disposal
Where a removal van Richmond service includes the disposal, clearance, or transport of unwanted items, both parties must comply with applicable UK waste legislation and environmental rules. Waste must be described accurately before collection so that we can determine the correct handling method, recycling route, or disposal facility. The customer must not include hazardous waste, clinical waste, asbestos, chemicals, paint, oils, batteries, or electrical items unless this has been specifically agreed in advance and lawful arrangements are in place.
If waste is collected as part of the service, we may require information about the source, type, and approximate quantity of the waste. We reserve the right to refuse any load that appears misdescribed or contaminated. The customer confirms that they have the legal right to arrange disposal of the waste items presented, that the items are not stolen or subject to any restriction, and that they are not being handed over in breach of environmental law. Improperly described waste may result in additional charges, delays, or refusal to proceed.
We may transfer waste only to authorised facilities, licensed carriers, or approved recycling operators where required by law. If documentary evidence is needed for compliance purposes, the customer agrees to cooperate and provide any information reasonably requested. Where items are donated, recycled, or dismantled for recovery, the customer understands that the destination and treatment may be determined by operational and legal requirements. The customer remains responsible for any undisclosed hazardous material found among the load.
8. Delays, Access, and Force Majeure
We will make reasonable efforts to arrive within the agreed time window, but collection and delivery times are estimates only unless expressly guaranteed in writing. Delays may occur due to traffic, road closures, weather, access issues, loading complications, or events beyond our control. If a delay is caused by circumstances outside our reasonable control, we will not be liable for resulting losses, provided we act reasonably to minimise disruption. In all cases, any time-sensitive arrangements should be disclosed at the time of booking.
If access is restricted by narrow streets, height limits, permits, lift failures, or unavailable parking, we may need to use an alternative method such as additional carrying distance or a smaller vehicle. Additional costs may apply if the original plan cannot be completed as described. You are responsible for making sure that access information is accurate and that any permissions needed from landlords, building managers, or local authorities have been obtained in advance. Failure to secure access may result in waiting charges or cancellation charges.
9. Suspension, Termination, and Conduct
We may suspend or terminate the service immediately if your conduct, the condition of the premises, or the items to be moved create a risk to our staff, contractors, or equipment. Abusive, threatening, or discriminatory behaviour will not be tolerated. We also reserve the right to stop work if we discover illegal goods, unsafe lifting conditions, infestation, excessive contamination, or any other serious issue that compromises health and safety. In such cases, any charges already incurred may remain payable.
Our team may refuse to carry out instructions that would require them to act unlawfully, breach road traffic rules, exceed vehicle limits, or work in conditions that are unsafe or beyond agreed scope. If the service is terminated due to your breach, you remain responsible for charges up to the point of termination and any reasonable costs caused by the breach. We may also retain goods only to the extent permitted by law where payment remains outstanding, subject to applicable rights and procedures.
10. Governing Law
These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory law provides otherwise. If any dispute arises, we encourage it to be raised promptly so that the matter can be reviewed and, where appropriate, resolved through discussion, written clarification, or other lawful means before formal proceedings are considered.
11. General Provisions
These terms constitute the entire agreement between the parties in relation to the services described, unless a separate written contract states otherwise. No employee or contractor has authority to vary these terms unless the variation is confirmed in writing by an authorised representative. If we choose not to enforce any part of these terms on one occasion, that does not mean we waive our right to enforce it later. Any notices, approvals, or requests under these terms should be made in writing and in a form that can reasonably be retained for reference.
By proceeding with a booking for a removal van Richmond service, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. You confirm that all details provided are accurate to the best of your knowledge and that you have authority to arrange the move. These terms are intended to ensure a fair, safe, and lawful service for all parties, while allowing flexibility where practical and commercially reasonable.