Terms and Conditions for Removals Canarywharf
These Terms and Conditions govern the provision of removals services by Removals Canarywharf and apply to all bookings made by customers for home, office, and specialist moves. By confirming a booking, the customer agrees to these terms and confirms that they have read and understood the scope of the service, the payment obligations, the limits of liability, and the conditions relating to cancellation, access, and waste handling. These terms are designed to be fair, transparent, and consistent with applicable UK consumer and transport law.
The words we, us, and our refer to the service provider delivering the removals work. The words you and your refer to the customer, including any person acting on behalf of the customer with authority to book or manage the service. These terms should be read together with any written quotation, inventory, or job confirmation. If any part of the quotation differs from these terms, the written quotation will take priority for the specific booking, unless otherwise stated.
The service may include loading, transporting, unloading, dismantling, reassembly, packing, and other agreed tasks. Removals Canarywharf provides services based on the information supplied at the time of booking, and the customer is responsible for ensuring that all details are accurate and complete. This includes access conditions, parking restrictions, item sizes and weights, fragile or valuable goods, and any known hazards. Failure to provide accurate information may result in additional charges, delays, or a change to the service arrangement.
Booking process begins when the customer requests a quotation or service date and provides the relevant job details. We may ask for information about the property type, number of rooms, item list, access routes, floor levels, lift availability, packing needs, and any special handling requirements. Quotations are based on the information supplied and may be revised if the scope of work changes. A booking is only confirmed when we issue written acceptance and, where required, receive a deposit or other booking payment.
Customers must check the booking confirmation carefully. Any errors should be reported promptly so that amendments can be made before the moving date. If the customer requests additional services after the booking is confirmed, such as extra labour, packing materials, waiting time, storage coordination, or disposal of unwanted items, these may be quoted separately and charged in addition to the original price. We reserve the right to refuse work that differs substantially from the agreed scope unless a revised arrangement is accepted by both parties.
We will use reasonable efforts to arrive within the agreed time window, but collection and delivery times are estimates rather than guarantees. Delays may occur due to traffic, weather, access problems, parking enforcement, or earlier job overruns. Removals Canarywharf is not liable for inconvenience caused by reasonable scheduling variation, provided we act with appropriate care and keep the customer informed where possible. The customer must ensure that the property is ready for loading, unless preparation work has been expressly included in the booking.
Payments must be made in accordance with the quotation or invoice issued for the service. Unless otherwise agreed in writing, prices may be based on an hourly rate, a fixed fee, or a combination of labour, vehicle use, and material charges. Any deposit paid at the time of booking is usually non-refundable except where cancellation rights apply under law or where we cancel the booking without cause. The balance must be settled on or before completion of the job, unless a different payment schedule has been approved in advance.
Accepted payment methods may include bank transfer, card payment, or another approved method stated in the booking documentation. We do not accept responsibility for delays caused by failed payments, incorrect account details, or bank processing issues. If payment is overdue, we may charge reasonable administration costs and interest where permitted by law. The customer remains responsible for all sums due, including any agreed extras arising from waiting time, carry distance, additional floors, parking charges, or changes to the job scope.
If the job is priced by time, the clock may start when our team arrives at the site or when loading begins, depending on the agreed arrangement. If the customer requests pauses, changes route planning, or causes repeated delays, those periods may be chargeable. Payment disputes should be raised promptly and in writing. Undisputed amounts must still be paid by the due date. We may suspend or withhold further services where payment is outstanding, subject to legal rights and reasonable notice.
Cancellations and rescheduling must be made as soon as possible. If the customer cancels after confirmation, cancellation charges may apply to cover administration, allocated labour, vehicle scheduling, and other reasonable losses. The level of charge may depend on how much notice is given before the moving date. If cancellation occurs very close to the appointment time, or if we have already dispatched staff or vehicles, a larger proportion of the agreed fee may be payable, subject to consumer law and the specific booking terms.
If the customer wishes to reschedule, we will try to accommodate a new date, but availability cannot be guaranteed. Any change to the booking may affect the price, particularly where labour, travel, storage, or subcontracted support has already been arranged. In some cases, a new deposit may be required. We may also cancel or postpone a booking where there are unsafe conditions, incomplete information, severe weather, vehicle access issues, or circumstances beyond our reasonable control. Where we cancel without the customer being at fault, any prepaid amount relating to unused services will normally be refunded.
Customers who qualify for statutory cooling-off rights under UK consumer law should note that such rights may be limited or lost once the service has begun with their express consent, or where the service is fully performed within the applicable period. Any waiver or acknowledgement required for urgent bookings will be presented clearly. For avoidance of doubt, these terms do not remove any rights that cannot legally be excluded. Removals Canarywharf will always apply cancellation policies in a manner consistent with applicable consumer legislation.
Liability is limited to the extent permitted by law. We will exercise reasonable care and skill in performing the removals service, but we are not responsible for losses arising from inaccurate customer information, hidden defects, unsecured items, poor packing by the customer, or inherent weaknesses in furniture and goods. The customer should ensure that fragile items are suitably protected and that valuable items, cash, jewellery, documents, and sentimental possessions are transported personally unless otherwise agreed in writing.
Where we handle packing, dismantling, or reassembly, we will take reasonable care consistent with the nature of the item and the information provided. However, certain goods are particularly vulnerable, including glass, mirrors, antiques, artwork, electronics, and flat-pack furniture that has previously been assembled and disassembled. Minor scuffs, surface marks, or unavoidable handling wear may occur during a move, especially for used furniture. Such minor effects do not automatically create a claim unless caused by negligence and supported by evidence.
Our responsibility for loss or damage is subject to any applicable insurance arrangements, the declared value of the goods, and any exclusions stated in the quotation. We are not liable for indirect or consequential loss, including loss of earnings, missed appointments, business interruption, or emotional distress, except where the law requires otherwise. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded. If an incident occurs, the customer must notify us as soon as reasonably possible and provide evidence to support the claim.
Waste regulations are an important part of removals services, particularly where customers ask us to remove unwanted items, packaging, or end-of-life goods. Any waste collection or disposal activity will only be carried out where it has been agreed in advance and where it is lawful to do so. Customers must tell us whether items are to be relocated, recycled, donated, stored, or disposed of. Waste must not be mixed with reusable household contents unless clearly instructed and permitted under the booking.
We operate in accordance with UK waste rules and environmental obligations. This means waste will be handled, transported, and transferred only in a way that complies with the relevant legal duties, including proper segregation where required, lawful disposal routes, and the use of authorised facilities or carriers where applicable. Customers are responsible for ensuring that items handed over for disposal are not hazardous, illegal, contaminated, or subject to special controls unless these have been disclosed in advance and expressly accepted by us.
We do not accept prohibited waste without prior written agreement. This may include asbestos, clinical waste, chemicals, solvents, oils, batteries in large quantities, pressurised containers, gas cylinders, or items containing restricted substances. If prohibited items are discovered during the job, we may refuse to move or dispose of them and may charge for wasted attendance, additional handling, or segregation time where lawful. The customer remains responsible for the accuracy of any declaration concerning waste type, quantity, and condition.
Customer responsibilities include making sure that the premises are safe and accessible, parking arrangements are available where needed, and lifts, stairs, and hallways can be used without obstruction. The customer must secure pets, arrange any necessary permissions from landlords or building managers, and ensure that all personal data is removed from devices or documents before transfer or disposal. If access is restricted or unsafe, we may pause the service until the issue is resolved or may adjust the booking.
The customer must also provide any relevant instructions relating to fragile items, prohibited loading, item priority, or delivery sequencing. Where the move involves offices, the customer should ensure that key personnel are available to confirm item lists and sign off completed work. We are entitled to rely on the directions given by the customer or authorised representative. If instructions change during the job, the revised instructions may alter timing, costs, and staffing requirements.
Any property left behind after completion of the service should be reported promptly. We may hold items for a reasonable period if they were inadvertently carried, but storage, redelivery, and handling charges may apply. Abandoned goods may be disposed of after appropriate notice where permitted by law. Removals Canarywharf may also charge for time spent waiting for access, keys, lifts, or completion certificates if such delays are outside our control and not caused by us.
Damage claims and complaints should be submitted in writing within a reasonable time after the event and should include photographs, item descriptions, purchase details where available, and a clear explanation of the issue. We may request the damaged item be retained for inspection. Failure to preserve evidence may affect any claim. We will review complaints fairly and respond within a reasonable period. Where a claim is valid, our preferred remedy may be repair, replacement, or a financial settlement reflecting the condition and value of the item.
These terms are intended to be interpreted in a practical and lawful manner. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No delay or failure by us to enforce a right will operate as a waiver of that right. Any variation to these terms must be agreed in writing. Oral statements made during discussions do not override the written booking confirmation unless they are expressly included in the final agreement.
The customer agrees that all information provided for the booking is accurate to the best of their knowledge and that they have authority to enter into this agreement. By proceeding with the service, the customer accepts that the removals work will be carried out under these terms, together with any clearly stated special conditions. These terms are designed to support a professional, efficient, and lawful removals service while balancing the rights and responsibilities of both parties.
Governing law and jurisdiction: these Terms and Conditions are governed by the law of England and Wales. Any dispute arising from or relating to the service, these terms, or the booking will be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise. If the customer is resident in Scotland or Northern Ireland, any non-excludable statutory rights that apply in those jurisdictions will remain unaffected.