Terms and Conditions

Croydon Removals Terms and Conditions of Service

These Terms and Conditions set out the basis on which Croydon Removals provides removal, collection, delivery, packing, and associated services within its operating areas in the United Kingdom. By placing a booking or allowing our team to begin work at your property, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below:

Customer means the individual, company, or organisation requesting the services.

We, us, our means Croydon Removals.

Services means any removal, relocation, delivery, packing, loading, unloading, storage coordination, or related work we agree to carry out.

Goods means the items of property and effects that you ask us to move, handle, or transport.

Quotation means the written or verbal estimate of charges provided by us based on the information supplied by you.

Service Area means the general areas in which we operate, including but not limited to Croydon and surrounding regions in the United Kingdom.

2. Scope of Services

We provide household and commercial removal services, including loading, transport, and unloading of goods, together with any agreed additional services such as packing, dismantling and reassembly of furniture, and provision of packing materials.

Our services are provided subject to the availability of vehicles, staff, and resources on the agreed date. We reserve the right to use such routes, vehicles, and methods of transport as we consider appropriate and safe, having regard to access, traffic, and any applicable regulations.

3. Booking Process

All bookings are subject to our acceptance and confirmation. To provide a quotation, we may ask for a detailed list of items, property access information, photographs, or a pre-move survey. You are responsible for ensuring that all information you provide is accurate, complete, and not misleading.

A booking is not confirmed until we have issued a confirmation, which may be verbal or written, and you have accepted our quotation and any applicable terms relating to dates, pricing, and services. We reserve the right to decline a booking where it is unsafe, unlawful, impractical, or outside our service capacity.

Any changes to dates, addresses, access arrangements, volume of goods, or requested services must be communicated to us as soon as possible. Changes may result in a revised quotation and additional charges.

4. Quotations and Pricing

Our quotations are based on the information provided by you at the time of enquiry. Quotations generally specify whether charges are fixed-price or time-based, and whether they include packing, dismantling, parking, congestion charges, tolls, or other disbursements.

Unless otherwise stated, quotations exclude storage charges, customs duties, parking fines, waste disposal charges, specialist lifting equipment, work outside normal working hours, and any additional services not expressly agreed.

We may revise the quotation or apply additional charges if:

1. The information you provided was incomplete or inaccurate.

2. Access to the property is significantly different from what was described, such as long carrying distances, limited parking, height restrictions, or narrow staircases.

3. The volume or weight of goods exceeds the original estimate.

4. Work is required outside the agreed dates or times due to changes requested by you or circumstances beyond our control.

5. Additional services are requested on the day of the move.

5. Payments and Charges

Payment terms will be specified at the time of booking and may vary depending on the type and scale of services. We may require a deposit to secure your booking, with the balance due prior to commencement of the move or immediately on completion of the services, as notified to you in advance.

Payment is accepted by the methods we specify at the time of booking. You are responsible for ensuring that payment is made in cleared funds within the agreed timescales. If payment is not received when due, we may:

1. Suspend or cancel the booking.

2. Charge interest on overdue sums at the applicable statutory rate from the due date until payment is made in full.

3. Retain possession of goods until all outstanding amounts are settled, subject to applicable law.

6. Cancellations and Postponements

If you wish to cancel or postpone your booking, you must inform us as soon as possible. Cancellation charges may apply, reflecting our costs and loss of opportunity to undertake other work on the reserved date.

Unless otherwise agreed, the following cancellation or postponement charges may be applied:

1. More than 7 days before the scheduled service date: no cancellation fee may be charged, although any non-refundable third-party costs incurred on your behalf may still be payable.

2. Between 3 and 7 days before the scheduled service date: up to 50 percent of the quoted price may be charged.

3. Less than 3 days before the scheduled service date or on the service date itself: up to 100 percent of the quoted price may be charged.

These time periods and percentages are indicative and may be varied where a written agreement is in place that specifies different terms. If we cancel due to reasons within our control, any advance payment for services not provided will be refunded. We are not liable for any indirect losses you may incur as a result of cancellation.

7. Customer Responsibilities

You are responsible for:

1. Ensuring that you are legally entitled to move the goods and that they are free of third-party claims or restrictions.

2. Arranging and paying for suitable parking and any necessary permits for our vehicles at both collection and delivery addresses.

3. Ensuring that properties are safe, accessible, and adequately lit, and that access routes are clear of obstruction.

4. Properly preparing and packing goods unless you have requested and paid for our packing service.

5. Removing and securing valuable items, money, jewellery, important documents, and other highly sensitive items, which should not be packed with general household or office contents.

6. Being present or represented during collection and delivery to provide instructions, check items, and sign job sheets or inventories.

7. Complying with any relevant local regulations relating to loading, unloading, and noise, including those that may apply in residential areas.

8. Goods We Will Not Move

For safety and regulatory reasons, certain items are excluded from our services. We will not knowingly move:

1. Hazardous, explosive, corrosive, flammable, or toxic substances, including gas bottles, fuel, chemicals, and paints.

2. Illegal items or items whose possession or transport is prohibited under UK law.

3. Perishable or live items including plants, animals, and refrigerated or frozen contents.

4. Items that exceed safe lifting or handling limits without suitable equipment and planning.

If such items are presented for removal without our knowledge, we may remove them from the load, make them safe, or return them at your risk and expense. You agree to indemnify us against any loss, damage, or claims arising from the inclusion of prohibited items.

9. Liability for Loss or Damage

We will exercise reasonable care and skill in providing our services. Our liability for loss of or damage to goods is subject to the limitations in this section.

We are not liable for loss or damage where it arises from:

1. Your failure to adequately pack goods where you have chosen to pack yourself.

2. Inherent defects, fragility, or pre-existing damage in the goods.

3. Wear and tear, minor scuffs, or scratches that may reasonably occur in the course of normal removal work.

4. Changes in atmospheric conditions, humidity, or temperature.

5. Your failure to secure or disconnect appliances or fixtures correctly.

6. Acts or omissions by you or any third party, including where you or others assist with loading or unloading.

Our total liability for any claim arising from a single job will, unless otherwise agreed in writing or covered by separate insurance, be limited to a reasonable sum calculated by reference to the value of the goods moved, the scale of the service, and any applicable statutory limits. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded.

10. Claims and Notification of Loss

You should inspect goods as far as reasonably possible at the time of delivery. Any visible damage or missing items should be recorded on the job sheet or inventory before our staff leave the premises.

If you discover loss or damage after completion of the service, you must notify us in writing as soon as reasonably practicable, giving full details of the items concerned and the nature of the loss or damage. Failure to notify us within a reasonable period may affect our ability to investigate and may reduce or extinguish any liability we may have, subject to applicable law.

11. Waste, Disposal and Environmental Regulations

We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal contractor and will not remove household refuse, builders rubble, or other controlled waste unless expressly agreed in advance as part of a separate service.

If we agree to remove unwanted items for disposal, you confirm that you have the right to dispose of those items and that they do not contain hazardous substances. Any disposal will be carried out at appropriately licensed facilities in accordance with relevant regulations.

We reserve the right to refuse removal or disposal of any items which, in our opinion, may breach waste regulations, pose a danger to our staff, vehicles, or the public, or otherwise be unsuitable for standard removal or disposal methods.

Any charges for disposal, recycling, or special handling will be agreed with you in advance and may be itemised separately on our quotation or invoice.

12. Access, Parking and Local Conditions

You must provide accurate information about access at both collection and delivery properties, including any height, width, or weight restrictions, narrow roads, low bridges, or controlled parking zones.

You are responsible for obtaining and paying for any parking suspensions, permits, or authorisations necessary for our vehicles to park legally and safely. If suitable parking is not available, we may not be able to complete the service as planned, and additional charges may apply for extra time, walking distances, or rearranged services.

13. Delays and Events Beyond Our Control

We will make reasonable efforts to arrive at agreed times, but times are estimates only and are not guaranteed. We are not liable for delays or inability to complete the service caused by events outside our reasonable control, including but not limited to severe weather, traffic incidents, road closures, breakdowns, industrial action, public emergencies, or restrictions imposed by authorities.

If such an event occurs, we will take reasonable steps to minimise disruption and, where possible, agree alternative arrangements with you. You will still be responsible for paying charges for work already carried out and any additional time or costs reasonably incurred as a result of the event.

14. Insurance

We maintain appropriate business insurance in respect of our operations. This may include public liability cover and, where applicable, cover for goods in transit, subject to policy terms, conditions, and exclusions.

You are encouraged to check any existing home, contents, or business insurance policies you hold to ensure that your goods are adequately covered during the removal process. If you require additional cover or specific insurance arrangements, you should arrange this independently or discuss available options with us in advance of the move.

15. Privacy and Personal Data

We will collect and process personal data that you provide to us for the purpose of arranging and carrying out services, managing your booking, and handling billing and queries. We will use your data in accordance with applicable data protection legislation in the United Kingdom.

We will take reasonable steps to keep your personal information secure and will not sell your data to third parties. We may share limited information with trusted partners or service providers where necessary to deliver the services you request, comply with legal obligations, or protect our legitimate interests.

16. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our services, you should raise the matter with us as soon as possible so that we have the opportunity to investigate and seek a resolution. We take reasonable steps to handle complaints fairly, promptly, and in good faith.

Where a dispute cannot be resolved informally, either party may consider using mediation or another form of alternative dispute resolution. This does not affect your legal rights to pursue claims in the courts.

17. Amendments to These Terms

We may update or amend these Terms and Conditions from time to time to reflect changes in our services, business practices, or applicable law. The version in force at the time of your booking will normally apply to that booking, unless otherwise agreed in writing or required by law.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the provision of our services, shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or relating to these Terms and Conditions or our services, save that if you are a consumer and you live in another part of the United Kingdom, you may also be entitled to bring proceedings in your local courts.

19. Entire Agreement

These Terms and Conditions, together with any written quotation and any specific written variations agreed between you and us, constitute the entire agreement between the parties in relation to the services. You acknowledge that you have not relied on any statement or representation that is not expressly set out in these documents, although nothing in this clause limits or excludes liability for fraud.

By proceeding with a booking or permitting our team to commence work, you confirm that you have read, understood, and agreed to these Terms and Conditions.