Shoreditch Removals Service Terms and Conditions

These Service Terms and Conditions govern the provision of removal and related services by Shoreditch Removals to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. These terms are designed to set out the responsibilities of both parties, reduce misunderstandings, and ensure that the moving process is carried out lawfully, safely, and efficiently.

These terms apply to all Shoreditch removals services, including domestic moves, office relocations, loading and unloading assistance, packing support, item collection, and other transport services arranged in advance. Unless expressly agreed otherwise in writing, any estimate, quotation, or booking confirmation will be subject to these terms. Where there is any inconsistency between a written quotation and these terms, the written quotation shall prevail only to the extent of the inconsistency.

1. Booking Process

A booking is considered provisional until we have received the required information and confirmed availability. To arrange a service, you must provide accurate details about the move, including the collection and delivery addresses, access conditions, inventory or approximate volume, and any special handling requirements. If the information changes after confirmation, we may revise the quotation, timetable, or staffing requirements accordingly.

We may issue an estimate or a fixed quotation depending on the information available at the time of assessment. Any quotation is based on the details you provide, including property type, item count, parking restrictions, stair access, lift availability, and the expected time needed to complete the work. If the service scope changes, such as the addition of extra items, delays at either property, or incomplete disclosure of access issues, the final charge may differ from the original quotation.

Bookings are only confirmed once you accept the quotation and any required deposit or prepayment has been received, where applicable. We reserve the right to decline or cancel a booking if we believe the service cannot be performed safely, lawfully, or within the agreed parameters. You must ensure that an authorised person is present at the start and end of the service to confirm access, verify instructions, and approve any changes required on the day.

It is your responsibility to ensure that all items to be moved are ready, accessible, and appropriately packed unless packing services have been expressly included. Fragile, valuable, or specialist items must be disclosed in advance. If we discover undisclosed items or conditions that materially affect the job, we may pause the service, amend the price, or decline to move the affected items.

2. Charges and Payment Terms

Unless otherwise agreed in writing, all charges are quoted in pounds sterling and are subject to VAT where applicable. Prices may be based on hourly rates, fixed fees, mileage, vehicle size, labour time, or a combination of these factors. Additional charges may apply for waiting time, congestion caused by delayed access, parking penalties, additional handling, dismantling, reassembly, or the transport of unusually heavy or awkward items.

Payment terms will be stated in your quotation or invoice. In most cases, full payment is due upon completion of the service, although we may require a deposit, card preauthorisation, or advance payment for larger or higher-risk jobs. Where payment is due on completion, you must settle the invoice immediately unless otherwise agreed. We reserve the right to withhold final unloading, release of goods, or completion of ancillary work until outstanding balances are paid in full.

If you fail to make payment on time, we may charge interest and reasonable recovery costs to the extent permitted by law. Any bank charges, failed payment fees, or card processing failures that arise from your payment method may be added to the outstanding amount. You are responsible for ensuring that the payment method provided is valid, authorised, and capable of being processed.

You may cancel or reschedule a booking by giving notice as early as possible. Cancellation rights and any applicable fees will depend on how much notice is provided, the type of service booked, and whether we have already incurred costs such as staffing, vehicle allocation, or materials. Where a cancellation is made after significant preparations have begun, we may charge reasonable cancellation fees to recover loss and administrative costs.

If you reschedule a move, we will use reasonable efforts to accommodate the new date, but availability cannot be guaranteed. Changes requested close to the service date may be treated as cancellations followed by a new booking. If our team is delayed due to traffic, adverse weather, mechanical issues, or circumstances outside our control, we will make reasonable efforts to complete the service as soon as practicable, but we shall not be liable for delay-related losses except where required by law.

If you are not ready for collection or delivery at the agreed time, or if access is unavailable, we may charge waiting time, failed attendance fees, or additional transport costs. If we cannot complete the service because access is blocked, instructions are not available, or the premises are unsafe, the booking may be treated as cancelled and charged accordingly.

4. Customer Responsibilities

It is your responsibility to ensure that the items you ask us to move are legal to transport and do not include prohibited, dangerous, or unlawful goods. You must secure any loose items, disconnect appliances where necessary, and make sure that children, pets, and unauthorised persons are kept clear of the work area. You should also obtain any permissions needed from landlords, managing agents, building managers, or local authorities for parking or access.

Unless packing has been included in the service, you are responsible for the adequacy of boxes, wrapping, labels, and internal protection. We do not accept responsibility for damage caused by insufficient packing, pre-existing weakness, or items that are not suitable for standard removal handling. You should keep passports, keys, cash, jewellery, medicines, and other essential personal effects with you rather than placing them in the removal load.

If you provide instructions to place items in a particular room, floor, or storage area, we will follow them where reasonably practicable. However, we reserve the right to refuse placement if doing so would create a safety risk, cause damage, or breach legal or building restrictions. You must inspect the completed service promptly and raise any concerns as soon as possible.

5. Liability and Insurance

We will exercise reasonable skill and care in performing Shoreditch removals services. Our liability is limited to direct loss or damage caused by our proven negligence, subject to the exclusions and caps set out in these terms and any separate insurance policy that may apply. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

We are not responsible for loss or damage arising from circumstances outside our reasonable control, including defective packing, inherent vice, hidden damage, poor access, inaccurate instructions, delay caused by third parties, or pre-existing faults in items being moved. We also shall not be liable for loss of profit, loss of opportunity, business interruption, emotional distress, or other indirect or consequential losses, except where such exclusion is not permitted by law.

Where we are found liable for damage to an item, our liability will normally be limited to the reasonable repair cost or, if repair is not practical, the replacement value of the item immediately before the loss, taking into account age, condition, and depreciation. Any claim must be supported by evidence, including proof of ownership, photographs, invoices, and a description of the damage. Claims reported late may be harder to investigate and may be rejected where the delay is prejudicial.

6. Waste, Disposal, and Environmental Compliance

Where the service includes the removal, disposal, or clearance of unwanted items, we will handle waste in accordance with applicable UK waste regulations. This means waste must be transferred, transported, and disposed of only through lawful and authorised routes. We may require you to identify items intended for disposal, and we may refuse to remove materials that are hazardous, contaminated, or not suitable for standard waste collection.

We do not knowingly carry out unlawful waste disposal or fly-tipping. If you ask us to dispose of items, you acknowledge that you are authorising us to do so lawfully and that you are responsible for the accuracy of your instructions regarding what is to be kept, reused, recycled, or discarded. Any waste transfer documentation, where required, will be completed in accordance with relevant legislation and may include descriptions of the waste and the parties involved.

If prohibited materials are discovered, including chemicals, asbestos-containing items, clinical waste, gas cylinders, or other regulated substances, we may suspend the service and require specialist handling. Additional charges may apply for segregation, safe packaging, or referral to a licensed waste contractor. You remain responsible for ensuring that waste presented for collection is not misdescribed and does not expose our staff, vehicles, or the public to risk.

Risk in the items being moved remains with you until the point at which the goods are loaded into our vehicle, and returns to you once the items have been delivered and unloaded, unless otherwise agreed in writing. If storage is provided, separate storage conditions may apply, including additional charges, access rules, and insurance requirements. Items left in storage without payment may be retained in accordance with the law and any applicable contractual lien rights.

Any request for us to store goods temporarily, hold keys, or manage phased delivery must be agreed in advance. We will not be responsible for deterioration caused by natural wear, temperature changes, moisture, or the intrinsic nature of the items. Customers should ensure that items intended for storage are clean, dry, and appropriately labelled.

Where third-party contractors, building staff, or other external persons assist with access or handling, we are not liable for the acts or omissions of those third parties unless we have expressly subcontracted them on your behalf and are legally responsible for their conduct. You should notify us in advance of any building rules that may affect lift use, floor protection, or delivery timing.

8. Complaints and Claims

If you believe that a service has not been provided in accordance with these terms, you should notify us as soon as reasonably possible after the issue becomes apparent. Prompt notice helps us investigate the circumstances, inspect the goods, and seek to resolve the matter efficiently. Where appropriate, we may request photographs, receipts, a written description of the issue, and any supporting evidence.

We will review complaints in good faith and may offer repair, replacement, partial refund, or other reasonable remedy depending on the nature of the claim and our legal obligations. Nothing in these terms affects your statutory rights as a consumer under applicable UK law. If a dispute cannot be resolved amicably, the parties may consider mediation or another appropriate alternative dispute resolution method before commencing formal proceedings.

Any claim brought against us must be made within a reasonable time and, where possible, before the relevant goods are moved again, repaired, or disposed of. We may refuse claims that are speculative, unsupported, or brought after unreasonable delay, particularly where the delay has made investigation impossible.

9. Force Majeure and Suspension of Service

We are not liable for failure or delay in performance caused by events beyond our reasonable control, including severe weather, road closures, strikes, government action, fire, flood, accident, public health restrictions, or utility failures. If such an event occurs, we may suspend the service, rearrange the booking, or cancel without liability for indirect loss, provided that we act reasonably and communicate with you as soon as practicable.

We may refuse to begin or continue work where we reasonably believe that doing so would place our staff, your property, or the public at risk. This includes situations involving unsafe access, violence, harassment, intoxication, unlawful activity, or structural concerns at the premises. In such circumstances, any fees already incurred may remain payable.

If a service is suspended because of your breach of these terms, you will be responsible for the reasonable costs arising from the suspension, including return travel, storage, or remobilisation. We will use reasonable efforts to minimise disruption, but operational decisions relating to safety and compliance will be final on the day.

10. Governing Law

These terms, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise or where mandatory legal rights require a different forum.

Nothing in these terms limits any rights you may have under applicable consumer protection legislation. If any provision is found to be invalid, unlawful, or unenforceable, the remaining provisions shall continue in full force to the fullest extent permitted by law. A failure or delay by us in enforcing any provision shall not constitute a waiver of that provision or any other right.

11. General Provisions

These terms represent the entire agreement between you and Shoreditch Removals in relation to the service, unless varied in writing by an authorised representative. No person other than the parties to the agreement shall have any rights under it by virtue of the Contracts (Rights of Third Parties) Act 1999, unless expressly stated otherwise. Words in the singular include the plural and vice versa where the context allows.

By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms. You also confirm that the information supplied is accurate and complete to the best of your knowledge and that you will cooperate with reasonable operational instructions intended to protect people, property, and lawful compliance. These terms are intended to support a professional, transparent, and legally compliant removals service.