Terms and Conditions for Removal Services

These Terms and Conditions set out the basis on which removal services are provided by Removals Toscotland. By making a booking, the customer agrees to be bound by these terms, which apply to domestic and commercial moves, packing support, furniture handling, storage-related transfers, and other agreed relocation services. The purpose of these terms is to create clear expectations around the booking process, payment, cancellations, liability, waste handling, and the governing law that applies to the contract.

For the avoidance of doubt, these terms apply to all services unless expressly agreed otherwise in writing. Any variation must be confirmed by an authorised representative. The words we, us, and our refer to the service provider, while you and your refer to the customer, client, or person making the booking.

By requesting a quote or arranging a move, you confirm that you are legally entitled to instruct the services and that any information you provide is accurate and complete. If you are acting on behalf of another person or business, you confirm that you have authority to do so. These removal terms are intended to be fair and practical, but they do not affect any rights that cannot lawfully be excluded under UK consumer law.

1. Booking Process

A booking is only confirmed once we have received the necessary details, provided a quotation or estimate, and obtained your agreement to proceed. The removal booking process may include a survey, an inventory review, a discussion of access conditions, and confirmation of the service date and scope. We may request information about the size and nature of the load, property access, parking restrictions, lift availability, special handling requirements, and whether packing materials or dismantling work are needed.

Once a quotation is accepted, we will usually issue a booking confirmation setting out the agreed service, date, approximate timing, pricing structure, and any assumptions on which the quote is based. If the move details change after confirmation, including increased volume, additional stops, or delays caused by access issues, we may revise the charges to reflect the updated work required. Any significant change may also affect availability and timing.

You are responsible for ensuring that all goods are ready for loading at the agreed time and that access is safe and suitable for our team and vehicles. If our crew cannot carry out the work because information was incomplete or incorrect, we may charge waiting time, abortive attendance fees, or additional labour costs. We reserve the right to decline a booking where the service cannot be carried out safely, legally, or within the capabilities of the agreed team and equipment.

2. Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. Quotes may be fixed-price or estimated, depending on the information supplied and the nature of the work. Unless the quotation states otherwise, additional services such as packing materials, assembly and disassembly, storage handling, waiting time, congestion-related delays, or disposal costs may be charged separately. A clear explanation of any extra charge will be provided where reasonably possible.

Payment terms will be confirmed in the booking documentation. We may require a deposit to secure the date, and the balance may be due before the move begins, on completion, or within the agreed payment period. If payment is not made on time, we may suspend the service, withhold delivery where lawful, or charge reasonable administrative costs and statutory interest where applicable. We are not responsible for delays arising from late or incomplete payment.

3. Cancellations, Rescheduling, and No-Access Situations

If you wish to cancel or rearrange a booking, you must notify us as soon as possible. The amount payable on cancellation may depend on how much notice is given, whether staff or vehicles have already been allocated, and whether third-party costs have been incurred. Where a deposit has been paid, it may be non-refundable in whole or in part if the cancellation occurs close to the service date or if expenses have already been committed to your booking.

We may also cancel or postpone a booking if circumstances beyond our reasonable control make performance impractical or unsafe. This includes severe weather, vehicle breakdown, road closures, staff illness, industrial action, fire, flood, or other events amounting to force majeure. In such cases, we will try to provide an alternative date or suitable rearrangement, but we will not be liable for losses that arise from the event to the extent permitted by law.

4. Customer Responsibilities

You must ensure that the property is prepared for the move and that all items are packed adequately unless we have agreed to pack them. Fragile, hazardous, prohibited, or high-value items should be declared in advance. You must remove or secure loose items, provide any relevant keys, entry codes, permits, or instructions, and ensure that parking and access arrangements are in place where these are your responsibility.

You are responsible for identifying items that require special treatment, including antiques, artwork, electronics, plants, pets, food, cash, jewellery, deeds, passports, and confidential documents. Unless we have expressly agreed otherwise in writing, we do not accept responsibility for the suitability of customer packing for fragile contents. If you ask us to handle items that are unusually heavy, awkward, or dangerous, you must tell us in advance so that appropriate precautions can be taken.

5. Liability and Limitations

We will take reasonable care when handling your belongings, but our liability is limited as set out in these terms. We are not responsible for loss or damage caused by events outside our control, inherent defects in goods, poor packing by the customer, or failure to disclose material information. We are also not liable for damage to items that are already defective, unstable, or improperly secured, unless the damage is caused by our negligence.

Where loss or damage occurs and we are found legally responsible, our liability will normally be limited to the reasonable repair cost, replacement value, or declared value of the item, subject to any agreed cap and any applicable insurance arrangement. You must notify us of any issue as soon as reasonably practicable and provide evidence, photographs, purchase records, or other information we may reasonably request to assess the claim.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. This statement is intended to preserve mandatory legal rights and obligations. Any claim must be brought within a reasonable time, and you must take all reasonable steps to reduce any loss after an incident has occurred.

6. Waste, Disposal, and Environmental Compliance

Where the service includes removal of unwanted items, waste clearance, or disposal assistance, both parties must comply with applicable UK waste regulations. We will only remove, transport, or dispose of waste in a lawful manner and will not knowingly handle materials that require specialist licensing or treatment unless we have expressly agreed to do so and are authorised to act. You must not ask us to dispose of items that are prohibited, hazardous, or contaminated without prior written approval.

For waste-related services, you must accurately describe the materials to be collected and confirm whether any items contain chemicals, oils, batteries, paint, gas cylinders, electrical components, asbestos, clinical waste, or other regulated substances. If undeclared hazardous waste is discovered, we may refuse collection, charge additional costs, or arrange lawful disposal through a suitable third party where permitted. You remain responsible for any fines, penalties, or losses caused by inaccurate declarations or unlawful waste presentation.

7. Storage, Packing, and Third-Party Services

If a move involves temporary storage, packing, unpacking, cleaning, dismantling, reassembly, or another third-party service, those services may be subject to additional terms, service limits, and charges. We may rely on subcontractors or associated providers to carry out part of the work, and where we do so we will remain responsible only to the extent required by law and by any separate written agreement. Any third-party terms that apply will be made available where relevant.

We may refuse to handle items that exceed reasonable weight, are structurally unsafe, or could damage property, vehicles, or personnel. If specialist lifting, crane access, or engineered support is required, you must inform us before the booking is confirmed. If these requirements become apparent on the day and were not disclosed earlier, we may pause the move, amend the charge, or decline to proceed until the issue is resolved.

8. Insurance and Claims Procedure

We may maintain insurance cover appropriate to the service, but insurance does not replace your duty to declare valuable or fragile items honestly. Any declared-value or enhanced cover, if offered, will depend on the information you provide and any conditions stated at the time of booking. If a claim arises, you must cooperate fully, supply supporting documents promptly, and allow inspection of the relevant goods where reasonably necessary.

9. Delays, Waiting Time, and Access Problems

Although we aim to arrive and complete the work within the planned window, timings are estimates unless confirmed otherwise. Traffic, weather, loading constraints, access restrictions, and unexpected circumstances may cause delays. Where delays are caused by matters beyond our control or by your failure to prepare the property, waiting time or additional labour charges may apply. If access is impossible or substantially delayed, we may treat the job as aborted and charge reasonably for the resources committed.

You must ensure that the route, stairs, corridors, lift access, and parking arrangements can accommodate the planned service. If our team must carry items over an extended distance because the vehicle cannot park near the property, or if repeated trips are needed due to access constraints, we may charge extra. We may also require you to move vehicles or clear access before loading or unloading can continue.

10. Data, Confidentiality, and Use of Information

We may use the information you provide to administer your booking, manage the service, process payments, resolve disputes, and meet legal or regulatory obligations. We will not use your details for unrelated purposes without lawful basis. Any confidential information discovered during the course of a move should be treated appropriately by both parties, and you should remove sensitive paperwork, media, or records before the service begins unless we have agreed to transport them.

We may keep records of quotations, inventories, invoices, claims, and communications for as long as reasonably necessary for business, legal, and tax purposes. Where permitted by law, we may rely on photographs or digital records to evidence condition, access, packaging, or completion of the service. You should keep a copy of all confirmations and receipts connected with your booking.

11. Governing Law and Jurisdiction

These terms and any dispute or claim arising from them are governed by the laws of England and Wales or, where applicable to the service and parties, the laws of Scotland and the wider UK framework governing consumer and business contracts. The relevant courts shall have jurisdiction, subject to any mandatory rights that apply under consumer protection law. If any part of these terms is found invalid or unenforceable, the remaining provisions will continue in full force.

12. General Provisions

If we choose not to enforce a provision at any time, that does not mean we waive our right to enforce it later. Any heading in these terms is included for convenience only and does not affect interpretation. These terms constitute the entire agreement between the parties regarding the service, unless replaced by a later written agreement. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated.

The customer acknowledges that removal services involve manual handling, transport risk, and variable access conditions. Reasonable care, clear communication, and accurate disclosure are essential for a safe and efficient move. By proceeding with a booking, you confirm that you have read, understood, and accepted these removal company terms, including the sections on payment, cancellation, liability, waste compliance, and governing law. These terms are designed to support a professional service while protecting both parties from avoidable disputes.