Terms and Conditions for Removal Company Highbury
These Terms and Conditions set out the basis on which Removal Company Highbury provides domestic and commercial removal services, including packing, loading, transport, unloading, and related labour. By making a booking, the customer agrees to these terms in full. The purpose of this document is to make the service clear, fair, and legally sound for both the customer and the moving company Highbury. Nothing in these terms affects your statutory rights under UK consumer law.
For the avoidance of doubt, any reference to “we”, “us”, or “our” means the removal provider, and any reference to “you” or “the customer” means the person requesting the service or the business entering into the agreement. These terms apply whether the service is booked online, by phone, by email, or through any other accepted booking method. They should be read carefully before confirmation of any move or related service.
The terms below govern the entire service relationship, including the quotation process, deposit and final payment, cancellation rights, limitations of liability, and the handling of waste and removed items. Where a specific written agreement has been signed, that agreement will take priority only to the extent that it expressly varies these terms. Otherwise, the standard conditions below remain applicable to all jobs arranged with Removal Company Highbury.
1. Booking Process
A booking is only confirmed once we have received the required information, issued a quotation or estimate, and obtained your acceptance. The information we may request includes the collection and delivery addresses, property access details, the date and preferred time window, an inventory of items, parking constraints, staircase or lift access, and any special handling requirements. The customer must provide accurate and complete information. If the details provided are incorrect or incomplete, we may revise the price, alter the timing, or decline the booking where service delivery would be impractical or unsafe.
All quotations are based on the information available at the time of pricing. For removal services, the final charge may differ if the actual volume, weight, access conditions, or labour time exceed the original assumptions. Quotations may be fixed or estimated, depending on the nature of the job. A fixed quotation is valid only for the items and conditions described in writing. An estimate is a reasonable projection, but the final amount may increase if additional work, waiting time, or extra resources are required.
We reserve the right to refuse or cancel a booking where there is a material change to the job, where the premises are unsafe, where access is blocked, or where prohibited goods are discovered. The customer must ensure that parking arrangements, permits, and access permissions are in place before the scheduled arrival. Failure to secure access may result in delay charges, additional labour costs, or rescheduling at our discretion. 
If the customer is not present at the agreed time and no authorised representative is available, the job may be treated as a failed attendance and charges may still apply.
2. Payments and Charges
Payment terms will be stated on the quotation, invoice, or booking confirmation. Unless otherwise agreed in writing, a deposit may be required to secure the date, and the balance must be paid on completion of the service on the same day. We accept payment methods specified in the booking documentation. The customer is responsible for ensuring that cleared funds are available when payment becomes due. If payment is not made in accordance with these terms, we may suspend the service, withhold the release of goods where lawful, or charge reasonable recovery costs.
Any additional charges will be explained where possible before they are incurred. These may include charges for waiting time, congestion or parking penalties caused by inadequate arrangements, extra labour for difficult access, dismantling or reassembly beyond the agreed scope, and storage or redelivery where the customer is not available to receive items. Where the customer asks us to carry out tasks outside the original booking, those tasks may be charged at our then-current rates. Prices may also be adjusted where there is an increase in fuel, congestion, or disposal-related costs directly affecting the service.
Removal Company Highbury may suspend work if payment terms are breached, if a deposit is reversed, or if the customer fails to cooperate with reasonable requests needed to complete the job. In such cases, any costs already incurred remain payable. We are not responsible for any loss resulting from a lawful pause or refusal to continue work due to non-payment. If an invoice remains overdue, we may charge statutory interest and reasonable debt recovery costs in accordance with applicable law.
3. Cancellations, Postponements, and Changes
The customer may cancel or reschedule a booking, but notice must be provided within the timescales set out in the quotation or booking confirmation. If no specific cancellation period is stated, a minimum of 48 hours’ notice should be given for standard jobs, and longer notice may be required for larger or complex removals. If cancellation is made too close to the scheduled date, a cancellation fee may apply to cover administration, labour allocation, and lost availability. Deposits may be non-refundable where this has been clearly stated at the time of booking.
Where the customer requests a change to the agreed date, scope, volume, or destination, we will try to accommodate the amendment, but we cannot guarantee availability. Changes may affect the price, the crew size, the vehicle type, or the duration of the appointment. If a change creates additional cost or logistical complexity, a revised quotation may be issued and must be accepted before work continues. We are entitled to decline changes that materially alter the original service or that would render the job unsafe or unworkable.
If we need to cancel or postpone the appointment due to circumstances beyond our control, we will notify the customer as soon as reasonably practicable and offer a new date where possible. Such circumstances may include severe weather, vehicle breakdown, staff illness, road closures, accidents, or events outside our reasonable control. In these situations, we will not be liable for indirect loss arising from the delay, though we will act reasonably to minimise disruption. 
If the customer decides not to proceed after a lawful postponement is offered, any refund or retention of funds will be handled in accordance with the original booking terms and the work already performed.
4. Liability and Customer Responsibilities
We will exercise reasonable care and skill in providing the house removal service. However, our liability is limited to the extent permitted by law. We are not responsible for pre-existing damage, normal wear and tear, items not properly packed by us, or damage caused by inadequate packaging supplied by the customer. The customer must ensure that fragile items, electronics, glass, artwork, and valuables are appropriately protected unless we have expressly agreed in writing to pack or handle them using our own materials and labour.
Where we supply packing, wrapping, or dismantling services, we will do so with reasonable care, but we do not guarantee that every item can be transported without risk if the item is inherently fragile, defective, overweight, or improperly secured. The customer should disclose any high-value items in advance. Unless a separate written arrangement has been made, we do not accept responsibility for items of exceptional value, cash, jewellery, passports, financial documents, antiques, or irreplaceable personal effects. Customers are encouraged to obtain their own insurance where appropriate.
Our total liability for proven loss or damage caused by our negligence is limited to the lesser of the repair cost, replacement cost, or the value declared and accepted in writing, unless the law requires otherwise. We are not liable for indirect or consequential losses such as loss of earnings, loss of opportunity, emotional distress, or loss of business arising from delay or damage, except where such exclusion is prohibited by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded. 
The customer must ensure that all goods are legally owned or authorised for removal and that no unsafe, unlawful, or prohibited items are included in the load.
5. Waste Regulations and Prohibited Items
Where the service includes disposal, clearance, or the removal of unwanted items, the customer agrees that all waste will be described truthfully and separated where necessary. We will only remove and dispose of waste in compliance with applicable UK waste regulations. This means waste must be transferred to authorised facilities or handled by appropriately licensed operators. The customer must not ask us to dispose of hazardous or restricted materials unless this has been expressly agreed in advance and we are legally permitted to handle such materials.
Prohibited or controlled items may include asbestos, clinical waste, chemicals, solvents, paint in large quantities, gas bottles, fireworks, oils, fuel, pressurised containers, batteries requiring specialist handling, and any item classed as hazardous under applicable law. If such items are found in the load without prior disclosure, we may refuse to transport them, separate them from the rest of the consignment, or return them at the customer’s expense where safe and lawful to do so. The customer remains responsible for all costs arising from inaccurate waste descriptions or unlawful mixing of waste streams.
For clearance jobs, the customer warrants that they have the authority to authorise disposal and that no item to be removed is subject to legal restriction, ownership dispute, or retention by a third party. We may request written confirmation before removing bulky waste, office materials, trade waste, or mixed household waste. If we reasonably suspect that waste has been misdescribed, fly-tipped, or presented in breach of environmental obligations, we may refuse service and report the matter to the relevant authority where required by law. The customer indemnifies us against penalties, claims, or costs caused by false information provided in connection with waste removal.
6. Storage, Access, and Unattended Deliveries
Where temporary storage is requested, it will only be provided if agreed in writing and may be subject to separate charges and terms. We are not obliged to store goods unless this has been expressly included in the service scope. If items need to be held because the delivery address is inaccessible, unsafe, or unavailable, additional storage or redelivery fees may apply. Goods left in storage remain subject to these terms together with any supplementary conditions provided for the storage arrangement.
If the customer requests unattended delivery or authorises us to leave items in a particular location, this is done at the customer’s risk. We will follow reasonable instructions but will not be liable for loss or damage arising from third-party interference, weather exposure, unauthorised access, or unsuitable drop-off conditions chosen by the customer. We may refuse an unattended delivery if we believe it would be unsafe, insecure, or inconsistent with reasonable standards of care. Any refusal will not amount to a breach of contract where justified by risk or practicality.
Delays caused by access problems, missing keys, incorrect addresses, parking restrictions, building management rules, or failure to provide required permissions may incur extra waiting or redelivery charges. The customer is responsible for ensuring that both origin and destination are ready for the move. If no one is available to receive the goods within a reasonable time, we may place the items in secure storage or return them, and all associated costs will be payable by the customer. The risk of items may transfer in accordance with the agreed delivery point and any signed handover record.
7. Governing Law and General Provisions
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from the service, the quotation, payment, cancellation, liability, or waste handling provisions shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer rules provide otherwise. If any part of these terms is found unlawful, void, or unenforceable, that part shall be interpreted to the minimum extent necessary or severed, and the remainder shall continue in full force.
No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. Any waiver must be confirmed in writing. These terms may be updated from time to time to reflect legal, operational, or commercial changes, and the version in force at the time of booking will usually apply to that booking unless otherwise agreed. The customer may not assign or transfer the contract without our prior written consent. We may subcontract part or all of the service to suitable third parties, while remaining responsible for performance subject to these terms.
The headings in this document are for convenience only and do not affect interpretation. These terms form the entire agreement between the parties concerning the removal service unless specifically varied in writing. By proceeding with a booking, the customer confirms that they have read, understood, and accepted the conditions applicable to the service provided by Removal Company Highbury. The agreement is designed to create a transparent, professional, and lawful basis for every move, clearance, or related service arranged under this contract.