Terms and Conditions for Movers Shoreditch

These Terms and Conditions set out the basis on which Movers Shoreditch provides moving and related services to customers in the United Kingdom. By placing a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are intended to be fair, clear, and practical, and they apply to domestic and commercial services unless we agree otherwise in writing. For the avoidance of doubt, any reference to the Company, we, us, or our means Movers Shoreditch, and any reference to you or the Customer means the person or business receiving the service.

Our services may include removals, loading and unloading, furniture handling, packing support, transport, and associated labour. The exact scope of work will be confirmed during the booking process and may vary depending on the size of the move, access conditions, item list, and any special requirements. These terms should be read together with any quotation, booking confirmation, inventory, job sheet, or written instructions provided before or during the service.

We reserve the right to refuse or suspend any service where it is unsafe, unlawful, or materially different from the information provided at the time of booking. If there is any conflict between these terms and a separate written agreement signed by both parties, the separate agreement will prevail only to the extent of the conflict.

1. Booking Process

Bookings may be made after we provide a quotation or estimate based on the information supplied by you. To help us quote accurately, you must provide complete and honest details, including property type, moving date, floor level, access arrangements, parking limitations, item volume, and any unusually heavy, fragile, valuable, or awkward items. If the information changes before the job begins, you must tell us as soon as possible so we can revise the plan, price, and crew requirements where needed.

Once a quotation is accepted, a booking is normally confirmed only when we issue written confirmation or otherwise acknowledge the reservation. Any deposit required to secure the date must be paid by the stated deadline. Until the deposit is received, the slot may remain available to other customers. We may ask for identification, proof of address, or other basic details to reduce fraud, prevent errors, and support service planning.

We aim to arrive within the agreed time window, but arrival times are estimates and may be affected by traffic, access restrictions, weather, prior jobs, or unforeseen delays. If you need to change the moving date, service scope, or address, we will try to accommodate the change, though availability and pricing may be affected. Any material change may require a revised quote or a new booking confirmation.

2. Payment Terms

Unless otherwise agreed in writing, payment is due in full on completion of the service. We may require a deposit when the booking is confirmed, and some jobs may require staged payments, advance payment, or card authorisation. Where a deposit is taken, it will be treated as part payment of the final price unless the booking is cancelled in circumstances where the deposit is forfeited under these terms.

The price quoted is based on the information supplied at the time of booking. If additional work, waiting time, additional manpower, extra mileage, parking charges, storage, or unforeseen access issues arise on the day, we may charge extra at our standard rates or as otherwise agreed. Examples include carrying items further than expected, using stairs when a lift was stated to be available, or handling more volume than originally disclosed.

Payments may be made by approved methods specified at the time of booking. If a payment is declined, reversed, disputed without valid reason, or not received when due, we may suspend further work, retain goods only to the extent permitted by law, or recover reasonable collection costs. Any sums overdue may attract interest at the statutory rate permitted under UK law, together with reasonable costs incurred in enforcing payment.

Additional Charges and Pricing Adjustments

Any estimate is based on the facts known at the time. If the job takes longer because of inaccurate information, repeated access problems, late readiness, or changes requested by you during the move, the final invoice may be adjusted to reflect the actual time and resources used. Where a fixed price has been agreed, that price applies only to the service clearly described in the booking confirmation. Items or tasks not included may be charged separately.

3. Cancellations and Rescheduling

You may cancel or reschedule a booking by giving notice in writing. Cancellation charges depend on how much notice you provide and whether we have already reserved crew, vehicle, fuel, or specialist equipment for your move. If you cancel well in advance, we may offer a full or partial refund of any deposit, subject to administrative costs if stated at the time of booking. If you cancel at short notice, the deposit may be retained or a cancellation fee may apply.

If you fail to be present, fail to provide access, do not have the required permissions, or are otherwise unable to proceed on the scheduled day, this may be treated as a late cancellation or a failed attendance. In such cases, we may charge for time spent travelling, waiting, loading, or any non-refundable costs reasonably incurred. We will always act reasonably and will consider the circumstances before applying a cancellation charge.

We may cancel or postpone a service where performance is prevented by circumstances beyond our reasonable control, including severe weather, road closures, vehicle breakdown, illness, accidents, strikes, emergencies, or legal restrictions. If we cancel for reasons within our control, we will usually offer a new date or a refund for any service not provided. We are not responsible for indirect losses caused by a cancellation where those losses are excluded under these terms or by law.

4. Liability and Customer Responsibilities

We will take reasonable care when handling your property. However, you are responsible for ensuring that goods are properly packed, labelled, and ready for transport unless packing is included in the service. Fragile items, valuables, antiques, electronics, documents, and items with sentimental value should be pointed out in advance so that suitable precautions can be discussed. You must not include prohibited, dangerous, or illegal items in any load unless we have agreed otherwise and the law allows it.

We are not liable for pre-existing damage, hidden defects, wear and tear, inadequate packing, items that are not fit for transport, or losses caused by inaccurate information provided by you. Where we move furniture or appliances at your request, you accept the ordinary risks associated with lifting, turning, dismantling, and reassembling items, unless we have expressly agreed a higher level of care in writing. It is your responsibility to ensure that items are disconnected, drained, and prepared where relevant.

Our liability for loss or damage will be limited to the extent permitted by law and, unless otherwise agreed, will not exceed the replacement value of the affected item or the value reasonably assessed by us, whichever is lower, subject to any applicable exclusions, caps, or insurance terms. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.

Claims Procedure

If you believe an item has been lost or damaged, you must notify us as soon as reasonably possible and provide evidence, including photographs, a description of the issue, and any supporting documents. Claims should be made within a reasonable time after the service, and any packaging, damaged item, or relevant evidence should be retained for inspection where appropriate. Failure to cooperate with a reasonable investigation may affect the outcome of the claim.

5. Waste Regulations and Disposal

If our service includes removal, loading, clearing, or disposal of waste, you agree that all waste will be handled in accordance with applicable UK waste laws and environmental rules. We will only transport, sort, or dispose of waste that we are lawfully able to accept. You must not ask us to remove hazardous, contaminated, clinical, chemical, explosive, asbestos-containing, or otherwise restricted materials unless we have expressly agreed in writing and the law permits such handling.

Where waste is collected, it remains your responsibility to describe it accurately. Mixed waste, electrical items, mattresses, bulky waste, and trade waste may be subject to specific treatment or disposal arrangements. If the waste type is misdescribed or contains prohibited materials, we may refuse collection, segregate the load, or apply additional charges for safe handling, storage, or lawful disposal. Any illegal or undisclosed hazardous waste may be reported to the appropriate authority where required by law.

You acknowledge that certain items may need to be handled by licensed facilities or under approved transfer procedures. If documentation is required for waste transfer, disposal, or duty of care purposes, you agree to provide the necessary information and cooperate with any reasonable record-keeping process. We may keep records of waste handled as needed to comply with legal obligations. We do not accept responsibility for waste that was not disclosed accurately by you or for items left in areas that were not agreed as part of the service.

6. Service Conditions, Access, and Customer Duties

You must ensure that the property, loading point, and delivery point are accessible at the agreed times and that any required permissions, permits, keys, parking arrangements, building access, or notices have been arranged in advance. If access is delayed or denied, we may wait at our discretion and charge for that time, or we may reschedule the work and treat the incident as a failed attendance if completion is not reasonably possible.

Where the move involves disassembly, reassembly, stacking, lifting through tight spaces, or special handling, you must tell us beforehand. We may refuse to move items that are too large, unsafe, structurally weak, or likely to cause damage to property or injury to persons. Our team may stop work if conditions become unsafe, if instructions are unclear, or if there is a risk of damage that cannot reasonably be avoided.

If you or any third party gives instructions during the job, you are responsible for ensuring that those instructions are authorised. We are entitled to rely on the directions of the Customer or a representative appointed by the Customer at the site. Any instruction to proceed in a manner that appears unsafe or unlawful may be refused without liability.

7. Insurance, Complaints, and Disputes

We may hold insurance relevant to our services, but the existence of insurance does not extend our liability beyond these terms. If a claim is accepted, we may choose to repair, replace, or compensate for the affected item rather than pay the full claimed amount in cash. Any compensation will take into account depreciation, age, condition, and the circumstances of the loss or damage.

If you have a complaint, you should raise it promptly so that we can investigate and, where appropriate, try to resolve it fairly. Please provide full details of the issue, the date of service, and any evidence available. We aim to deal with concerns in a reasonable and timely manner, and both parties agree to act in good faith when seeking a solution.

Nothing in these terms affects your statutory rights as a consumer where those rights apply. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any waiver of a right must be in writing and will apply only to the specific situation described.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction unless mandatory consumer law provides otherwise. If you are a business customer, you agree that this governing law and jurisdiction clause applies in full.

By proceeding with a booking for Movers Shoreditch, you confirm that you have read, understood, and agreed to these Terms and Conditions. If you do not agree with any part of them, you should notify us before the service begins. These terms are intended to create a clear, lawful, and balanced framework for both parties, helping to ensure that each move is handled professionally and with appropriate care.