Havering Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Havering Removals provides removal and related services to customers in the United Kingdom. By requesting a booking, confirming an estimate, or allowing our team to begin work, the customer agrees to these terms. They are designed to provide clarity about the service, the booking process, payment arrangements, cancellations, liability, waste handling, and the legal framework that applies. If any part of these terms is unclear, the customer should review them carefully before confirming the service.

Throughout this document, references to “we,” “us,” and “our” mean Havering Removals. References to “you” and “your” mean the customer, client, or person placing the booking. These terms apply to domestic and commercial removals, item transportation, loading and unloading assistance, and any additional handling services agreed in writing. They also apply where our service includes packing support, furniture disassembly, or other agreed moving-related tasks. We reserve the right to update these terms from time to time, and the version in force at the time of booking will apply unless otherwise stated in writing.

By booking a service, you confirm that you are legally capable of entering into a contract and that all information supplied to us is accurate and complete. This includes property addresses, access details, the nature and quantity of items, parking limitations, and any special handling requirements. Incorrect or incomplete information may affect the price, timing, staffing, or suitability of the booked service. We aim to act reasonably and fairly, but we are entitled to rely on the details provided by you when preparing an estimate or confirming the booking.

1. Booking Process

All bookings are subject to availability and are not confirmed until we have accepted them. An enquiry, estimate, or provisional date does not constitute a binding booking. A booking may be made after we have reviewed the scope of work and, where appropriate, assessed access conditions, volumes, and any special requirements. We may provide an estimated price based on the information available at the time, and that estimate may be revised if the actual conditions differ materially from what was disclosed. The removal service terms become binding once the booking is confirmed by us in writing or by another clear form of acceptance.

When arranging a move, you must ensure that all key details are provided in advance. This includes the number and type of rooms, volume of possessions, fragile items, oversized furniture, appliances, stairs, lifts, narrow access, restricted parking, and any need for waiting time or storage. If specialist equipment, additional crew, or more vehicle capacity is required, this may lead to a revised quotation. We may also decline or postpone a booking if the premises, items, or access conditions create an unreasonable safety risk or are materially different from the information supplied.

We may ask you to confirm certain matters before the service date, such as inventory details, collection and delivery points, and the names of authorised persons who can approve work on your behalf. Where we reasonably believe that the service cannot be completed safely or lawfully as booked, we may suspend, amend, or refuse to proceed. Any such decision will be made in good faith, with regard to safety, legality, and practicality.

2. Service Scope and Customer Responsibilities

Our removals and transport services are limited to the tasks described in the booking confirmation or quotation. Anything outside that scope is treated as an additional service and may incur extra charges. We do not guarantee the movement of items that are excessively heavy, poorly packaged, unsafe to carry, or likely to cause damage to property or injury to persons. You are responsible for ensuring that items are prepared for transport unless we have expressly agreed to pack or prepare them.

You must make sure that all goods are fit for removal and that drawers, doors, lids, and loose components are secured where appropriate. Fragile items should be packed suitably for transport unless we have agreed to provide packing services. If you choose to handle packing yourself, you accept responsibility for the adequacy of the packaging. We are not liable for damage caused by inadequate packing, hidden defects, structural weakness, or inherent fragility, unless the damage is caused by our negligence.

Where access is difficult or requires specific arrangements, you are responsible for obtaining necessary permissions in advance. This may include parking permissions, building management consent, lift booking, access codes, or similar approvals. If delays arise because access has not been arranged, waiting charges or rescheduling fees may apply. You must also ensure that children, pets, and unauthorised persons are kept away from operational areas so that the work can be carried out safely.

3. Payments, Estimates and Additional Charges

Prices may be quoted as fixed fees or as estimated charges based on time, labour, vehicle use, distance, and service complexity. Unless expressly stated as fixed, all quotations are estimates only and may change if the actual circumstances differ from the information originally provided. Common reasons for adjustment include additional items, extra floors, longer walking distances, poor access, waiting time, parking restrictions, or a request to change the service date or scope. Any extra charges will be explained as soon as reasonably possible.

Payment terms will be confirmed at the time of booking or on the invoice. We may require a deposit to secure a date, and the balance may be due before, on, or immediately after completion of the service, depending on the arrangement agreed. Unless otherwise stated, payment must be made using an approved method and in cleared funds. If payment is late or unsuccessful, we may suspend the service, retain goods where lawful, or recover reasonable costs incurred in pursuing payment.

Any unpaid sums may attract interest and recovery charges to the extent permitted by law. You remain responsible for charges caused by your instructions, delays, additional labour, aborted attendance, or changes made after confirmation. If you ask us to carry out work outside the original agreement, we may require immediate authorisation before proceeding. Removals in Havering may involve variable logistics, but pricing will always be based on the agreed scope and the actual service provided.

4. Cancellations, Changes and Delays

You may cancel or amend a booking by notifying us as soon as possible. Cancellations made shortly before the service date may result in a charge reflecting the costs already incurred, such as vehicle allocation, staffing, administration, or third-party costs. If a booking is cancelled after we have begun travel or attendance, a larger proportion of the service fee may become payable. Any deposit may be non-refundable where stated at the time of booking, especially where the date was reserved exclusively for you.

If you need to reschedule, we will try to offer an alternative date subject to availability. However, a new date is not guaranteed. We are not responsible for delays caused by circumstances beyond our control, including traffic disruption, severe weather, road closures, incidents, industrial action, public emergencies, or access restrictions at either property. Where possible, we will communicate delays and revise arrival times reasonably, but exact timing cannot always be guaranteed.

If you are not present at the agreed time, have not arranged access, or are otherwise unable to proceed, we may treat the booking as aborted or delayed. In those circumstances, you may be charged for waiting time, wasted attendance, or partial performance if staff and vehicles were dispatched. We will act reasonably and fairly, but repeated failure to provide access or instructions may lead to cancellation by us.

5. Liability and Property Care

We will take reasonable care when handling your belongings, property, and premises. However, removals involve physical handling, and some risk is inherent. Our liability is limited to loss or damage caused by our proven negligence, breach of contract, or wilful misconduct. We are not responsible for pre-existing defects, wear and tear, items that are inherently fragile, or losses caused by inadequate packaging, incorrect instructions, or hidden conditions that could not reasonably have been identified before the work began.

Unless otherwise agreed in writing, we do not accept liability for indirect or consequential loss, including loss of profits, loss of earnings, emotional distress, or missed deadlines, except where such exclusion is not permitted by law. If damage or loss is alleged, you must notify us as soon as reasonably practicable and provide supporting details, including photographs and a description of the items affected. This allows us to investigate the matter promptly and fairly.

Where our team is asked to dismantle or reassemble furniture, disconnect or reconnect appliances, or move items requiring special handling, you acknowledge that some risk may remain even when due care is taken. We may refuse to handle items that are unsafe, unsuitable, or require qualifications, tools, or competence beyond the agreed service. We may also refuse to move prohibited items, hazardous substances, live electrical equipment that is not properly prepared, or goods that could contaminate other items.

6. Waste, Disposal and Regulatory Compliance

Where waste removal or disposal is included as part of the service, you must ensure that the items presented for collection are lawful for transport and disposal. We operate in line with applicable UK waste regulations and expect customers to classify materials honestly and accurately. You must not present hazardous waste, clinical waste, asbestos, chemicals, batteries, gas cylinders, oils, solvents, or other regulated substances unless we have expressly agreed in writing and confirmed that we are authorised to handle them. If undeclared regulated waste is discovered, we may refuse collection or stop the service immediately.

You are responsible for ensuring that any waste transfer is lawful and properly described. We may require details about the nature, quantity, and origin of waste materials before accepting them. Where a waste transfer note, proof of origin, or similar document is required, you agree to provide accurate information and cooperate with our compliance procedures. We may decline any item that would place us in breach of environmental, transport, or health and safety obligations.

Waste accepted under the service will be handled, transported, and disposed of using lawful routes and authorised facilities, where applicable. Reusable, recyclable, and non-recyclable materials may be separated in accordance with our operational procedures and legal duties. If you mix general waste with restricted items or misdescribe materials, you may be liable for any resulting costs, penalties, clean-up charges, or regulatory consequences arising from inaccurate instructions or unlawful presentation of waste.

7. Force Majeure, Access and Site Conditions

We will not be liable for failure or delay in performing the service where the failure is caused by events outside our reasonable control. These may include extreme weather, fire, flood, accident, civil disturbance, strikes, shortages, emergency road closures, or acts of public authority. If such an event occurs, we may pause, reschedule, modify, or terminate the service with notice where reasonably possible. Any sums already earned for work completed or costs properly incurred may remain payable.

You are responsible for ensuring that the premises are in a safe, accessible, and workable condition. Floors, stairs, driveways, and access routes should be clear enough to permit safe movement of items. If we believe that a site condition presents a risk to our team, your property, or third parties, we may refuse to continue until the issue is resolved. We are not responsible for damage caused by unsafe surfaces, unstable items, or conditions that were not disclosed in advance.

Any instructions given by you, your representative, building management, or a third party authorised by you will be treated as authorised instructions unless we have reason to believe otherwise. If conflicting instructions are given, we may suspend work until the issue is resolved. The customer remains responsible for ensuring that the service can be completed without breaching tenancy rules, lease conditions, building policies, or other lawful restrictions.

8. Complaints, Notices and Governing Law

If you have a concern about the service, you should notify us promptly so that we can review the issue and, where appropriate, seek a practical resolution. We may request photographs, invoices, item descriptions, and other evidence to help investigate the matter. Complaints raised long after the service date may be harder to assess fairly, so early notification is encouraged. Nothing in these terms prevents you from exercising any statutory rights that apply under UK consumer law.

Any notice relating to cancellation, amendment, complaint, or claim should be made in writing or by another agreed communication method and sent to the details provided at the time of booking. Notices are treated as received when delivered in accordance with the agreed process. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force, and the invalid part will be interpreted as narrowly as necessary to preserve the intent of the agreement.

These Havering Removals terms and conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service, these terms, or any related agreement will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. By booking our service, you acknowledge that you have read, understood, and accepted these terms as the basis for the service relationship.