Removal Van Surrey Terms and Conditions

These Terms and Conditions set out the basis on which our removal van Surrey services are provided to residential and commercial customers across the UK. By making a booking, confirming a quotation, or instructing us to proceed with a move, you agree to be bound by these terms. Please read them carefully before placing any booking. These conditions are designed to make the process clear, fair, and practical for both parties, covering the booking process, payments, cancellations, liability, waste regulations, and the governing law that applies to our services.

Throughout these terms, references to “we”, “us”, and “our” mean the provider of the removal van Surrey service, while “you” and “your” mean the customer, client, or any person acting on behalf of the customer. The term “services” includes domestic removals, business relocations, item transportation, loading and unloading assistance, and any related administrative or operational arrangements that form part of the booked job.

These terms are intended to work alongside any written quotation, booking confirmation, inventory list, or special instructions agreed before the move. If there is any inconsistency between these Terms and Conditions and a separately signed agreement, the signed agreement will usually take priority, provided it is lawful and clearly applies to the same booking.

1. Booking Process

How a booking is made

A booking for a removal van Surrey service may be made by telephone, email, online enquiry form, or any other method we make available from time to time. A booking is not confirmed until we have accepted the job, provided a quotation or estimated cost, and received the required deposit or written acceptance from you. Any estimate given before the booking is confirmed is provisional unless expressly stated as fixed.

When requesting a booking, you must provide accurate and complete information, including the collection and delivery addresses, access conditions, number and type of items, parking arrangements, floor levels, presence of lifts, and any items requiring special handling. If the information you provide is incomplete or inaccurate, the quoted price, timing, vehicle size, and staffing may need to change. We will not be responsible for delays or additional charges arising from incorrect or omitted information supplied by you.

We may ask for photographs, an inventory, or a pre-move assessment in order to confirm the most suitable vehicle and team size for your removal van Surrey booking. If a survey is carried out, it is based on the information available at that time and does not remove your responsibility to disclose any later changes. You must tell us promptly if the volume, nature, or fragility of your items changes before the moving date.

2. Pricing and Payments

Charges, deposits, and payment terms

Our prices may be based on fixed quotes, hourly rates, mileage, load size, labour time, or a combination of these factors. Any quotation may exclude items or services not specifically mentioned, such as waiting time, congestion-related delays, dismantling, reassembly, packing materials, disposal charges, parking fines, or specialist handling. Unless otherwise agreed in writing, all prices are exclusive of VAT, which will be added where applicable.

A deposit may be required to secure your booking. Deposits are normally non-refundable unless we cancel the service or a refund is required by law. The remaining balance must be paid by the time specified on your invoice or booking confirmation, usually on completion of the service or before unloading begins, depending on the agreed terms. We may accept bank transfer, card payment, or another method specified at the time of booking, but we are not obliged to accept cash or personal cheques.

Late payment and additional charges

If payment is not made by the due date, we may charge interest on overdue sums at the statutory rate applicable under the Late Payment of Commercial Debts legislation where relevant, or at a reasonable rate permitted by law for consumer transactions. You will also be responsible for any reasonable costs incurred in recovering unpaid sums. We may suspend or withhold services until outstanding amounts are settled in full.

If the moving day takes longer than estimated due to factors outside our control or because the service scope changes during the job, additional charges may apply. These may include extra labour, additional vehicle time, fuel, parking, tolls, or the use of supplementary equipment. We will normally explain any material change before incurring the cost where reasonably practicable, but if immediate action is required to complete the work safely or lawfully, you authorise us to take that action and charge accordingly.

3. Cancellations and Amendments

Cancellations or changes to a removal van Surrey booking must be made as soon as possible. For consumer customers, you may have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where the booking is made at a distance and the service has not yet started, subject to any lawful exceptions. If you ask us to begin work within the cancellation period, you may lose your right to cancel once the service is fully performed or may be required to pay for the work already carried out.

Where cancellation is made before the job starts, we may retain all or part of your deposit as a genuine pre-estimate of administrative and scheduling costs, provided this is fair and lawful. The closer the cancellation is to the scheduled moving date, the greater the proportion of costs we may reasonably retain. If you reschedule rather than cancel, we will try to accommodate a new date, but this may depend on availability and may require a revised quotation if the move characteristics have changed.

If you amend the booking in a way that materially affects the size, duration, or complexity of the service, we may treat the amendment as a cancellation of the original booking and a new booking on revised terms. Examples include a change of address, a significant increase in load, restricted access not previously disclosed, or a request for additional stops. Any revised booking remains subject to these Terms and Conditions unless we agree otherwise in writing.

4. Customer Responsibilities

You must ensure that all goods are properly packed, labelled, and ready for transport unless packing has been separately agreed as part of the service. Fragile, valuable, or prohibited items should be identified to us in advance. You are responsible for securing loose contents inside drawers, cabinets, appliances, and boxes unless we have expressly agreed to do so. We recommend that you keep essential documents, medicines, keys, passports, and irreplaceable items with you rather than placing them in the removal van Surrey vehicle.

You must arrange suitable parking, permits, access codes, and any other permissions needed for loading and unloading unless we have agreed in writing to handle those matters. If access is restricted, unsafe, or likely to cause damage, we may refuse to proceed until the issue is resolved. You are responsible for ensuring that the premises are safe for our staff and vehicles and that any pets, children, or third parties are kept clear of work areas.

Where items are disassembled by you before collection, you must ensure they are stable and appropriately packaged for transport. If we agree to dismantle or reassemble furniture, this is done with reasonable care only and does not create an obligation to restore items that were defective, incomplete, or unsuitable for dismantling in the first place.

5. Liability and Insurance

We will exercise reasonable skill and care when providing a removal van Surrey service. However, our liability is limited to losses directly caused by our negligence or breach of contract and which were reasonably foreseeable at the time the contract was made. We are not liable for indirect, consequential, or special losses, including loss of profit, loss of business, missed deadlines, or emotional distress, except where liability cannot lawfully be excluded.

We do not accept liability for damage arising from pre-existing defects, inadequate packing by you, inherent weakness in furniture or goods, normal wear and tear, or items that were already damaged before collection. If you choose to pack your own goods, you accept responsibility for the adequacy of the packaging unless the damage is caused by our negligent handling. Claims for damage must be reported as soon as reasonably possible and in any event within a reasonable time after delivery.

Any insurance arrangements are subject to the terms of the relevant policy and may not cover all categories of goods. It is your responsibility to check whether your own household, contents, or business insurance provides adequate cover for transit, storage, and handling. Unless we have expressly agreed in writing to provide enhanced cover, our standard liability will apply only to the extent required by law and by the applicable contract terms.

6. Delays, Access, and Force Majeure

We are not responsible for delays caused by events outside our reasonable control, including severe weather, road closures, accidents, traffic disruption, industrial action, fire, flood, acts of terrorism, governmental restrictions, or utility failures. In such circumstances, we may reschedule the job, adjust arrival times, or take other reasonable steps to minimise disruption. Any additional costs reasonably incurred as a result of your instructions, changed access, or waiting time may be charged to you.

If our team is unable to complete the job because of unsafe access, insufficient parking, absence of the customer or an authorised representative, or failure to provide accurate information, we may still charge for time spent, travel, and any reasonable cancellation or redelivery costs. We are not required to wait indefinitely, and if the vehicle or crew is left idle beyond a reasonable period, we may leave the site and treat the booking as cancelled or postponed at your cost.

7. Waste Regulations and Disposal

Where our removal van Surrey service includes the collection, transport, or disposal of unwanted items, waste regulations apply. We will comply with applicable UK waste management laws, including duties relating to lawful transfer, segregation, storage, transport, and disposal of controlled waste. We will not knowingly remove hazardous waste, clinical waste, asbestos, chemicals, gas cylinders, or other regulated materials unless we have expressly agreed in writing and hold any necessary authorisations or rely on a lawful third-party facility.

You must tell us in advance if any items are waste, partly waste, or require special handling. You remain responsible for declaring the nature of the waste and ensuring that it is not mixed with prohibited substances. If you ask us to remove items that are later found to be waste subject to special controls, you agree to cooperate with any lawful compliance steps we need to take, including separating the material, changing the disposal method, or rejecting the collection.

Any waste transferred to us will be handled in accordance with the law and may be documented by a waste transfer note or similar record where required. We may refuse to remove any item that we reasonably believe would breach environmental, transport, or safety law. You must not place prohibited items in the vehicle without prior written permission. If unlawful waste is concealed among other goods, you will be liable for any resulting penalties, clean-up costs, and administrative expenses, to the fullest extent permitted by law.

8. Claims, Complaints, and Notice

If you believe something has gone wrong with your removal van Surrey service, you should notify us as soon as possible with clear details of the issue. You must allow us a reasonable opportunity to inspect the problem, request photographs, or take steps to remedy matters where appropriate. Any claim for loss or damage should include supporting evidence such as photographs, descriptions, proof of value, and, where relevant, repair quotations or receipts.

We may request that damaged items, packaging, or related materials are retained for inspection and not disposed of until the claim is reviewed. Failure to preserve evidence may affect our ability to investigate the matter and may reduce or prevent recovery. Nothing in these Terms and Conditions affects your statutory rights as a consumer.

Formal notices under these terms should be given in writing and may be sent by email or other agreed method, provided they can be reasonably verified as delivered. A notice is considered received when it has reached the intended recipient and is capable of being accessed during normal business hours, unless another rule applies under law or agreed contract procedure.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with a removal van Surrey booking shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.

We may update these Terms and Conditions from time to time to reflect changes in law, service structure, or operational practice. The version in force at the time of your booking will apply to that booking unless a later version is agreed in writing. By proceeding with a booking, you confirm that you have read, understood, and accepted these terms and agree to comply with all relevant requirements for the safe, lawful, and orderly provision of the service.