Movers Surrey Service Terms and Conditions

These Terms and Conditions govern the provision of moving, relocation, packing, loading, unloading, and associated services offered by Movers Surrey and by any related team members, subcontractors, or authorised representatives acting on our behalf. By making a booking, confirming a quotation, or allowing our crew to begin work, the customer agrees to be bound by these terms. If the customer is arranging services on behalf of another person, company, landlord, tenant, or estate, that customer confirms they have authority to accept these terms for all parties involved.

For the purposes of these terms, references to we, us, and our mean Movers Surrey. References to you and your mean the customer or any person acting with the customer’s authority. These terms are intended to create a clear understanding of the moving service, the responsibilities of each party, and the limits that apply to our liability. They should be read together with any written quotation, booking confirmation, inventory, or service specification provided before the job begins.

Unless agreed otherwise in writing, the services supplied by our Surrey movers are limited to the tasks stated in the booking confirmation or quotation. Any additional work requested on the day may be accepted at our discretion and may be charged separately. We may refuse to perform any task that is unsafe, unlawful, outside the agreed scope, or likely to damage property, vehicles, or goods. These terms are drafted for business and consumer use in the United Kingdom and are designed to reflect standard service conditions for removal and transport work.

Booking Process

Bookings are confirmed only when we have accepted the request and, where applicable, received any required deposit or written approval of the quotation. A booking may be made by telephone, email, online form, or other method we permit. However, a request alone does not guarantee availability. The booking will be treated as provisional until our confirmation is issued. We may ask for details such as the origin and destination, access conditions, parking arrangements, item list, date, time window, and any special handling requirements. Accurate information is essential because our pricing, staffing, and vehicle allocation depend on it.

It is your responsibility to ensure that all information supplied before booking is complete and correct. If the volume of goods, access, or moving conditions are materially different from what was declared, we may revise the price, amend the vehicle size, increase the team, adjust the schedule, or in serious cases decline to proceed. The customer must be available, or must appoint a representative with authority, to approve reasonable decisions made during the move. Where surveys or inventories are used, they are relied upon as part of the booking basis but do not replace your duty to disclose relevant information.

Pricing and Payments

Our quotations may be fixed-price, hourly, or based on an estimate. Unless stated otherwise, all prices are quoted in pounds sterling and are subject to any applicable VAT or similar tax. A fixed quote is based on the information provided at the time of pricing and assumes no material changes to the job. An estimate is not a guaranteed final price and may change if the scope, duration, or conditions differ from what was originally described. Extra charges may apply for waiting time, additional labour, long carries, stair carries, congestion, restricted access, parking charges, tolls, fuel surcharges, or disposal fees where clearly applicable.

Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed, payment is due immediately upon completion of the service. We may require a deposit in advance to secure a booking, especially during busy periods or for larger domestic or commercial moves. If a deposit is taken, it will be deducted from the final invoice unless stated otherwise. We accept payment methods specified by us from time to time and may refuse cash or other forms of payment where fraud risk, administrative limits, or compliance requirements apply.

If payment is overdue, we reserve the right to charge interest and recovery costs to the fullest extent permitted by law. We may also suspend future services, withhold documents or receipts that are lawfully retainable, or retain goods only where permitted by applicable law and only to the extent necessary to secure sums properly due. Any disputes relating to invoices must be raised promptly and in writing. Undisputed amounts remain payable in full while the disputed portion is investigated.

Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us notice as early as possible. Cancellations made outside the notice period stated in your confirmation may not attract a charge, but we reserve the right to apply a reasonable administration fee if preparation has already begun. If a booking is cancelled at short notice, or if our crew arrives and cannot complete the work because access is unavailable, instructions are not provided, or the premises are unsafe, we may charge for lost time, labour, and expenses incurred. Where a deposit has been paid, it may be retained in part or in full to reflect actual losses, unless the law requires otherwise.

We will use reasonable efforts to arrive within any agreed time window, but timings are estimates only unless explicitly stated as guaranteed. Delays may arise due to traffic, weather, mechanical issues, load issues, or circumstances outside our control. If we are delayed, we will act reasonably and keep the job moving as soon as practicable. We are not responsible for losses caused solely by delayed arrival where the delay is beyond our reasonable control. If you have a strict deadline, such as completion, lease handover, or building access, you should tell us in advance so that the appropriate service level can be discussed.

We may cancel or postpone a job if carrying it out would be unsafe, unlawful, or impossible for reasons outside our control. This includes, without limitation, severe weather, road closures, vehicle breakdown, staff illness, permit issues, or non-disclosure of material information. In such cases, we will seek a practical alternative date or solution. Our responsibility in a cancellation by us will normally be limited to refunding any advance payment for undelivered services, unless a different remedy is required by law.

Customer Responsibilities

You must ensure that all items to be moved are ready, properly packed unless packing has been included in the agreed service, and clearly separated from items not being moved. Fragile goods, valuables, cash, jewellery, passports, confidential records, and irreplaceable personal items should be kept with you unless we have expressly agreed in writing to handle them. You are responsible for obtaining any permissions required for parking, building access, lifts, loading bay use, or entry to premises. If access restrictions apply, you must tell us in advance so that the move can be planned safely and lawfully.

You must also make sure that appliances are disconnected, freezers are defrosted if necessary, and furniture is ready for safe handling where relevant. Unless expressly included in the service, we do not disconnect gas, electrics, plumbing, or hardwired systems. Any item that is poorly packed, overloaded, or structurally unsound may be declined for transport or moved only at your risk, subject to the limitations in these terms. We are entitled to rely on the customer’s instructions and to assume that any representative present has authority to approve practical decisions on the day.

The customer must provide a safe working environment. This includes keeping children and pets away from the work area, removing hazards where reasonably possible, and alerting us to known risks such as broken steps, low ceilings, unstable flooring, or restricted access points. If we believe the environment presents an unacceptable risk, we may pause work until the risk is removed or may withdraw from the job. In that event, charges may still apply for the time spent and for any reasonable costs already incurred.

Liability and Insurance

We will take reasonable care in handling your belongings and in carrying out our services. However, our liability is limited to the extent permitted by law. We are not responsible for pre-existing damage, wear and tear, inherent defects, or damage caused by items that were inadequately packed, overfilled, fragile by nature, or not suitable for normal transit. Where items are valuable, antique, delicate, or of unusual size or composition, you should inform us before the move and obtain suitable insurance cover if required. No statement in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded under UK law.

If loss or damage occurs, you must notify us as soon as reasonably practicable and in any event within a reasonable period after the service is completed. We may require evidence such as photographs, an inventory, proof of value, receipts, or packaging details to investigate the claim. Our option, where appropriate and lawful, may be to repair, replace, or pay compensation reflecting the fair value of the affected item, subject to any agreed limits and the condition of the item before the service. We are not liable for consequential loss, loss of earnings, loss of business, or indirect losses unless required by law.

Where our services include storage, courier elements, or third-party transport, separate terms may apply to those parts of the service. We are not liable for any act or omission of a third party unless that party is acting under our direct instruction and the law makes us responsible. Any claim must be limited to the actual direct loss proven by the customer and supported by reasonable evidence. The customer is expected to take ordinary precautions to protect valuable or sensitive items before the service begins.

Waste Regulations and Disposal

Where our service includes removal of unwanted goods, packaging, rubbish, or clearance materials, you agree that we may only dispose of items in accordance with applicable waste laws and environmental requirements in the United Kingdom. We may refuse to remove hazardous, contaminated, biological, electrical, or regulated waste unless the service specifically covers such items and we have the lawful authority and proper facilities to handle them. The customer must disclose any waste classification issues before collection. Misdescribed waste may result in refusal, additional charges, or cancellation of the disposal element of the job.

We may separate reusable items, recyclables, and general waste where operationally appropriate. Any items handed over for disposal become subject to the agreed waste service terms once lawfully collected, except where the law requires a different treatment. It is your responsibility to ensure that you have the right to discard the items and that no documents, data-bearing devices, or personal effects remain mixed with waste unless you are content for them to be destroyed or disposed of. If any item contains confidential information, you should advise us in advance so that appropriate handling can be discussed.

We do not accept responsibility for waste that was wrongly described, unlawfully presented, or subject to special regulatory controls unless we had been clearly informed in advance and agreed to handle it. Where additional disposal costs arise because waste is heavier, more complex, or more regulated than stated, those costs may be charged to you. You agree to indemnify us against penalties, fines, or losses arising from your failure to disclose the true nature of the waste or to comply with your own legal obligations in relation to it.

Complaints, Force Majeure, and Governing Law

If you are dissatisfied with any aspect of the service, you should notify us promptly so that we have a fair opportunity to investigate and, where appropriate, resolve the matter. A complaint should include sufficient detail for us to identify the booking, the issue, and any supporting evidence. We aim to deal with concerns in a reasonable and proportionate manner. Nothing in this section limits any statutory rights that apply to consumers under UK law.

We are not liable for failure or delay in performing our obligations where that failure is caused by events beyond our reasonable control. This may include extreme weather, fire, flood, accident, industrial action, traffic incidents, acts of government, utility failure, disease outbreak, or interruption to essential services. If such an event affects performance, we may suspend, rebook, or cancel the service without liability other than refunding sums paid for services not performed, where required by law and subject to any non-refundable costs lawfully incurred.

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute, unless mandatory consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No waiver of any breach shall operate as a waiver of any later breach.