Terms and Conditions for Croydon Removals
These Terms and Conditions set out the basis on which Croydon Removals provides domestic and commercial moving services, including packing, loading, transport, unloading, and related support services. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms. Please read them carefully before the moving date, as they explain how the removal service is arranged, what each party is responsible for, and how we handle practical matters such as payment, cancellations, liability, and waste disposal. These terms are intended to be fair, clear, and consistent with applicable UK law.
In these conditions, references to “we”, “us”, and “our” mean Croydon Removals, while “you” and “your” mean the person, business, or organisation entering into the service agreement. The word “goods” refers to the items being moved, packed, stored temporarily, or otherwise handled during the service. The phrase “moving service” includes any home removals, office relocations, furniture transport, dismantling, reassembly, or other agreed service described in the quotation or booking confirmation. These terms apply unless we agree otherwise in writing.
Any estimate or quotation we provide is based on the information available at the time, including the volume of goods, access arrangements, parking conditions, number of floors, and any special handling requirements. If the details supplied by you are incomplete or inaccurate, the final price, timing, or scope of work may change. We reserve the right to amend our quotation where the actual service differs from what was described at booking. The customer is responsible for ensuring that all relevant information is provided in good time and that access is suitable for the planned work.
Booking Process
A booking is normally made after we issue a quotation and you confirm that you wish to proceed. A booking is not fully secured until we have received the required deposit or written acceptance, where applicable, and we have sent you a confirmation of the scheduled date and service details. We may ask for additional information before confirming the removal booking, especially where access is restricted, the load is unusually large, or specialist equipment is needed. It is your responsibility to review the confirmation carefully and notify us promptly if anything is incorrect.
Where a survey has been arranged, either in person or remotely, it will be used to assess the likely scope of the work. However, surveys are based on what is visible and what information has been provided. If items are later discovered that were not declared, or if the property layout differs materially from what was described, we may revise the quotation or adjust the service plan. This includes, without limitation, extra carrying distance, additional waiting time, parking restrictions, narrow access, or the need for more staff or larger vehicles.
We aim to carry out all house removals and business moves with reasonable care and punctuality, but scheduled times are estimates rather than absolute guarantees. Delays may occur because of traffic, weather, access problems, or circumstances beyond our control. In such cases, we will take reasonable steps to inform you and complete the work as soon as practicable. If you require completion by a particular deadline, you must tell us before the booking is accepted so we can confirm whether this can be accommodated.
Payments and Charges
Our fees are based on the quotation accepted by you, together with any agreed extras or amendments. Unless stated otherwise, prices may be calculated by fixed quotation, hourly rate, or a combination of both. Additional charges may apply for waiting time, extra labour, long carries, difficult access, parking costs, congestion-related delays, handling of heavy or awkward items, or services requested on the day that were not included in the original arrangement. Any likely extras will be explained where reasonably possible before they are incurred.
Payment terms will be confirmed at booking or in the invoice. In many cases, a deposit is required to reserve the date, with the balance due before, during, or immediately after completion of the move, depending on the agreed arrangement. We may refuse to begin or continue work if payment is overdue or if there is reason to believe payment will not be made in accordance with the agreed terms. Payments must be made using the methods we specify, and any bank or card processing fees, where applicable, may be passed on to you if notified in advance.
If payment is not received on time, we reserve the right to charge statutory interest and reasonable recovery costs where permitted by law. You will remain responsible for all charges due under the booking, including any agreed additions arising from changes to the original scope. If you instruct us to proceed with work that is outside the original quotation, you accept that the price may increase accordingly. Any dispute about an invoice should be raised promptly and in writing, but undisputed amounts must still be paid by the due date.
Cancellations, Rescheduling, and Amendments
You may request cancellation or rescheduling by giving us notice as soon as possible. Where cancellation occurs before the move date, the amount refundable, if any, will depend on the notice given, any costs already incurred, and whether staff, vehicles, or third-party services have been reserved for your booking. Deposits may be non-refundable where work has already been allocated or preparation has begun. If you ask to move the booking to another date, we will try to accommodate the request, but availability cannot be guaranteed.
We may cancel or reschedule a booking if circumstances make it impossible or unsafe to perform the service as planned. This may include vehicle breakdown, severe weather, road closures, illness, fire, flood, industrial action, or failure by you to meet the conditions of access, payment, or preparation. If we cancel for reasons within our control, we will offer a new date or refund any payment received for the cancelled service, subject to any lawful deductions for work already carried out. We will not be responsible for losses arising from reasonable rescheduling.
Changes made close to the moving date may affect the price and timing. If you ask us to add items, remove items from the original plan, change the destination, or alter the size of the property to be served, we may need to revise the quotation or postpone the move. Any amendment should be agreed in writing where possible. Please note that repeated changes may make the original slot unavailable, and we cannot be held liable if the new date is not immediately possible.
Customer Responsibilities
You must ensure that all goods are properly prepared for transport unless packing has been separately agreed. This includes securely closing drawers and cupboards, disconnecting appliances where permitted, draining fluids, removing personal data where relevant, and identifying fragile or valuable items. You should arrange suitable parking and access where this is your responsibility, and you must ensure that our team can work safely at the premises. If permits, permissions, or building rules are needed, you are responsible for obtaining them unless we have expressly agreed to do so.
You are also responsible for declaring items that may require special handling, including pianos, safes, artwork, glass, antiques, electrical goods, and items with sentimental or high monetary value. Some items may be excluded from transport for safety, legal, or insurance reasons, such as hazardous substances, illegal goods, live animals, perishable food, or items prohibited by law. We may refuse to handle any item that we reasonably believe is unsafe, improperly packed, or unsuitable for transport in the conditions available. If we do so, that refusal will not be treated as a breach of contract.
The customer should be present, or represented by an authorised adult, at both the collection and delivery points unless alternative arrangements are agreed in advance. If nobody is available to provide instructions or sign confirmation documents, we may place the goods in a safe location, return them to storage, or suspend the move until contact is made. Any additional time, distance, storage, or re-delivery resulting from such delay may be chargeable. We ask that all keys, entry codes, and essential instructions are available at the agreed time.
Liability and Insurance
We take reasonable care when handling your belongings, but liability is limited in accordance with these terms and the extent permitted by law. We are not responsible for loss or damage caused by matters outside our control, including inherent weakness, wear and tear, pre-existing damage, inadequate packing by the customer, or items that were not disclosed as fragile or valuable. Unless you have purchased or agreed specific cover, our liability for ordinary household goods is limited to the level required by applicable law and the terms of any insurance arranged for the move.
You should inspect goods as soon as reasonably possible after delivery and notify us of any apparent damage or missing items without undue delay. Claims must be supported by reasonable evidence, including photographs, purchase information where available, and a description of the issue. Failure to report a problem promptly may affect the ability to investigate. We will not be liable for indirect or consequential losses such as loss of profit, missed business opportunities, emotional distress, or costs arising from a delayed start to occupancy, unless liability cannot legally be excluded.
Our UK removal service is not a guarantee against accidental damage, and customers are encouraged to ensure that their own insurance arrangements are suitable for the value and nature of the goods being moved. Where we are found legally liable, our responsibility will be limited to repair, replacement, or compensation up to the relevant contractual or insurance limit, whichever applies. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under English law.
Waste Regulations and Disposal
Where waste removal, disposal, clearance, or unwanted-item collection forms part of the service, it will be carried out in line with applicable waste management legislation and environmental requirements in the UK. We will handle waste responsibly and use authorised facilities or carriers where required. You must tell us if any items are waste, mixed materials, electrical equipment, liquids, or substances that may require special treatment. We may refuse to collect items that are illegal, unsafe, contaminated, or unsuitable for transport and disposal under the law.
It is important to distinguish between items that are being moved and items that are being discarded. If you ask us to remove and dispose of goods, you confirm that you have authority to dispose of them and that they do not contain hidden hazardous materials, confidential documents, or property belonging to another person. We do not accept responsibility for sorting or identifying concealed regulated waste unless this has been expressly agreed. Any extra charges associated with lawful disposal, recycling, or specialist handling may be added to the invoice.
We reserve the right to stop work if we discover waste that has been misdescribed or that creates a risk to health, safety, or compliance. In such circumstances, the customer remains responsible for the item and for any costs already incurred. We may also report unlawful waste disposal or suspected illegal materials to the relevant authorities where required to do so. By instructing us to provide clearance or disposal services, you agree to comply with all applicable waste rules and to provide accurate information about the materials involved.
General Provisions and Governing Law
The contract between you and us is formed by the accepted quotation, booking confirmation, and these terms, together with any written variations agreed by both parties. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right on one occasion does not mean that the right is waived. Headings are for convenience only and do not affect interpretation. References to one gender include all genders, and singular words include the plural where the context allows.
We may update these terms from time to time, but the version that applies to your booking is the one in force at the time your agreement is confirmed, unless a change is required by law. We recommend that you keep a copy of the quotation and confirmation for your records. These removals terms are intended to provide a clear framework for the service, reduce misunderstandings, and ensure that both sides understand their obligations before work begins. If there is any inconsistency between these terms and a separate signed agreement, the signed agreement will take precedence to the extent of that inconsistency.
The governing law of this agreement is the law of England and Wales, and any dispute arising out of or in connection with the service shall be subject to the exclusive jurisdiction of the courts of England and Wales. This applies whether the dispute concerns booking, payment, cancellation, liability, waste handling, or any other aspect of the moving contract. By proceeding with a booking, you confirm that you have read, understood, and accepted these terms as the basis for your arrangement with Croydon Removals.