Removals to Scotland Service Terms and Conditions

These Terms and Conditions set out the basis on which we provide removal and associated services for customers relocating to, from or within Scotland. By booking our services, you agree that these Terms and Conditions form the entire agreement between you and us, save for any specific written variations agreed in advance.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the person, firm or organisation who requests and pays for the services.

Services means removal, packing, unpacking, storage, transport and any related services we agree to provide.

Goods means the items that are to be packed, moved, stored or otherwise handled as part of the services.

Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions.

2. Scope of Services

We provide domestic and commercial removal services, including removals to, from and within Scotland, packing and unpacking services, short and long distance transport, and related handling of goods as agreed in writing.

The specific services to be provided, together with the estimated price, date and address details, will be confirmed in our written quotation and any accompanying service description. Only services stated in the quotation or subsequently agreed in writing form part of the contract.

3. Quotations and Surveys

Quotations are based on the information you provide, including the size and nature of the removal, access conditions at all relevant properties, distance, and any special handling requirements. We may conduct an in-person or virtual survey to assess your needs and the volume of goods.

Our quotation is usually provided as a fixed price based on the described work, subject to these Terms and Conditions. If the information supplied is incomplete, inaccurate or changes materially after the quotation is issued, we reserve the right to revise the price.

Unless otherwise stated, quotations do not include customs duties, parking charges, tolls, ferry charges, storage costs, insurance premiums, or any fees payable to third parties. Such charges will be added where applicable.

4. Booking Process

Your booking is not confirmed until you have accepted our quotation in writing and we have acknowledged that acceptance. We may also require a deposit or advance payment as stated in the quotation. Provisional dates are not guaranteed until confirmed by us.

When making a booking you warrant that:

you are the owner of the goods or have full authority from the owner to enter into the contract; and

you have provided accurate information about the property locations, access, parking restrictions, special items and any other relevant factors that may affect delivery of the services.

We reserve the right to decline a booking at our discretion.

5. Customer Responsibilities

You are responsible for:

obtaining all permissions, permits and parking dispensations necessary for the services to be carried out at each property;

ensuring that the property is accessible and safe for our staff and vehicles, including clear driveways, staircases and hallways;

preparing goods for removal in accordance with our guidance, including emptying refrigerators and freezers, disconnecting appliances, and securing loose fittings unless we have agreed to provide such services;

identifying items of high value, fragile goods and any goods that require special handling;

ensuring that no goods are left behind or removed in error, and that all goods loaded are intended for transport.

6. Excluded and Prohibited Goods

Unless we have agreed otherwise in writing, you must not submit for removal or storage:

explosive, dangerous, corrosive or flammable materials, including gas cylinders, fuels, paints and chemicals;

perishable goods or items requiring regulated temperature control;

livestock, pets or other animals;

illegal goods or substances, or items obtained unlawfully;

cash, securities, important documents, or jewellery, unless specifically declared and agreed in writing.

If such goods are carried without our knowledge, we shall have no liability for any loss, damage or deterioration, and you will indemnify us for any resulting loss, damage, claim or expense.

7. Payments and Charges

Payment terms will be stated in your quotation. Unless otherwise agreed, residential removals must be paid in full no later than the last working day before the removal date. Commercial removals are subject to agreed credit terms where applicable.

Payment is due in the currency specified in the quotation, by any accepted payment method we specify. If payment is not received by the due date, we reserve the right to postpone, suspend or cancel the services and to charge interest on overdue sums in accordance with applicable law.

Additional charges may apply if:

access at collection or delivery sites is significantly more restricted than advised;

there are delays outside our reasonable control, including waiting for keys or access;

extra services are requested on the day that were not included in the quotation;

the volume or weight of goods exceeds that assessed during the survey or stated in the quotation.

8. Cancellations and Postponements

If you wish to cancel or postpone your booking, you must inform us in writing as soon as possible. Cancellation charges may apply as follows, unless otherwise specified in our quotation or service confirmation:

cancellation or postponement more than ten working days before the scheduled removal date may incur no charge or a nominal administration fee;

cancellation or postponement between ten and three working days before the removal date may be charged up to fifty per cent of the quoted price;

cancellation or postponement within two working days of the removal date may be charged up to one hundred per cent of the quoted price.

Where we incur third party or external costs on your behalf, these may be payable in full if they are non-refundable.

We may cancel or postpone the services due to circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, road closures, industrial action or safety concerns. In such cases we will seek to agree a suitable alternative date, but will not be liable for any indirect or consequential losses resulting from the delay.

9. Performance of the Services

We will use reasonable care and skill in providing the services and will take reasonable steps to protect and care for your goods while in our custody.

Transport routes, vehicle allocation, staffing and timing within the agreed removal date or period are at our discretion, subject to reasonable consideration of your preferences. Time estimates for arrival and completion are given in good faith but are not guaranteed unless expressly stated in writing as a guaranteed service.

10. Liability for Loss or Damage

We are liable for loss of or damage to goods only to the extent that such loss or damage arises from our negligence or breach of contract while the goods are in our custody and control.

Our liability for loss or damage to goods shall be limited to a reasonable replacement value per item or per consignment, subject to any overall limit stated in your quotation or service confirmation. You may request an increased limit subject to payment of any applicable additional charge, or arrange your own insurance cover.

We are not liable for:

loss or damage arising from inherent defects, natural deterioration or pre-existing damage;

loss or damage to fragile or high value items that were not properly packed or declared;

loss of data, software or digital content from computers or electronic devices;

indirect or consequential losses, including loss of profits, income, opportunity, enjoyment or use.

Where loss or damage occurs, you must notify us in writing as soon as reasonably possible and in any event within seven days of delivery, providing full details. Failure to notify within this period may affect our ability to investigate and may reduce or extinguish any liability we may have, unless you can show that it was not reasonably possible to notify us earlier.

11. Damage to Property

We will take reasonable care to avoid damaging property, including buildings, fixtures, fittings and surrounding areas. Our liability for damage to property, other than goods being moved, arising from our negligence shall be limited to the reasonable cost of repair or reinstatement, subject to an overall limit as stated in our quotation or service confirmation.

You must ensure that floors, walls, staircases and other vulnerable surfaces are appropriately protected where necessary. We are not liable for superficial scuffs, marks or wear and tear that are reasonably incidental to the moving of goods through restricted spaces.

12. Storage of Goods

Where storage forms part of the services, your goods may be stored in our own facilities or in those of a trusted third party. Storage will be subject to separate or additional storage conditions, including charges and access arrangements, which will be provided to you where relevant.

Storage charges are payable in advance or as otherwise agreed. We may exercise a lien over stored goods to secure payment of any sums owed, and may sell or dispose of goods if charges remain unpaid after reasonable notice, applying any proceeds to the outstanding balance.

13. Waste, Disposal and Environmental Regulations

We operate in accordance with applicable waste management and environmental regulations in Scotland. We are not a general waste carrier unless specifically stated, and we may only remove waste or unwanted items where this forms part of an agreed service.

You must not present for removal any controlled, hazardous or regulated waste unless we have agreed in advance and are properly licensed and equipped to handle such materials. Where we agree to dispose of waste or unwanted goods on your behalf:

we will do so using authorised facilities and in accordance with relevant regulations;

you remain responsible for any information or data contained in items disposed of, such as documents or media;

additional charges may apply based on volume, weight, category of waste and disposal costs.

If you leave waste or prohibited items among your goods without our knowledge, you will be responsible for any resulting costs, fines or claims, and you agree to indemnify us for such losses.

14. Insurance and Customer Protection

We maintain appropriate insurance cover in relation to our business, vehicles and liability, in line with industry practice. Details of cover, limits and exclusions are available on request.

You are encouraged to consider arranging your own separate insurance for your goods, especially if they are of high value or particular sensitivity, as our contractual liability may not reflect full replacement value.

15. Delays and Events Beyond Our Control

We are not responsible for delays or failure to perform the services caused by events beyond our reasonable control, including but not limited to extreme weather, accidents, road closures, mechanical failure not caused by a lack of proper maintenance, acts of authorities, industrial disputes, civil unrest, or acts of third parties.

Where such events arise, we will take reasonable steps to minimise disruption and will liaise with you to reschedule or adapt the services as appropriate. Our liability in such circumstances is limited to the services not provided; we will not be liable for consequential losses arising from delays.

16. Complaints and Dispute Resolution

If you have a concern or complaint about the services, you should notify us in writing at the earliest opportunity, giving full details of the issue. We will investigate and seek to resolve your complaint promptly and fairly.

Where a dispute cannot be resolved directly, you and we may agree to refer the matter to mediation or another form of alternative dispute resolution before commencing formal legal proceedings, although this is not a requirement for either party.

17. Data Protection and Privacy

We collect and process personal information necessary to manage your booking, perform the services, handle payments and meet our legal obligations. We will handle your personal data in accordance with applicable data protection laws and our privacy practices, using it only for legitimate business purposes and retaining it for no longer than necessary.

18. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the services, shall be governed by and construed in accordance with the law of Scotland.

You and we agree that the courts of Scotland shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the contract or its subject matter, without affecting any consumer rights you may have to bring proceedings in another competent jurisdiction.

19. General Provisions

No variation of these Terms and Conditions shall be effective unless agreed in writing by an authorised representative of both parties.

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Failure or delay by either party to exercise any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.

These Terms and Conditions apply to all removals to, from and within Scotland that we undertake, and are intended to provide clarity and protection for both you and us throughout the removal process.