Movers Surrey Service Terms and Conditions

These Terms and Conditions set out the basis on which Movers Surrey provides removals, packing, storage coordination, delivery, and related services within Surrey and the wider United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following expressions shall have the following meanings:

Customer means the person, company, or organisation booking or receiving the services from Movers Surrey.

Services means any removals, packing, loading, unloading, collection, delivery, storage coordination, waste removal where agreed, and any related services provided by Movers Surrey.

Goods means all items, furniture, personal belongings, equipment, and other property that are the subject of the services.

Contract means the agreement between Movers Surrey and the Customer for the provision of services, incorporating these Terms and Conditions.

2. Scope of Services

Movers Surrey provides residential and commercial moving services, including local and regional moves within Surrey and across the UK, as well as packing, loading and unloading, and transport of goods. Any additional services such as dismantling, reassembly, specialist item handling, or waste removal must be agreed in advance and may incur additional charges.

The exact scope of services will be confirmed in writing, usually via a quotation or booking confirmation. Only the services expressly described in the quotation or confirmation form part of the Contract.

3. Booking Process

3.1 Initial Enquiry

The Customer may request a quotation by providing accurate information about the property, access conditions, inventory of goods, and any special requirements. Quotations are based on the details supplied and are subject to change if the information provided proves to be incomplete or inaccurate.

3.2 Quotations

All quotations are given in good faith and, unless otherwise stated, are valid for 30 days from the date of issue. Quotations are not binding until a booking is confirmed. Any changes to the move date, location, volume of goods, access, or additional services may result in a revised quotation.

3.3 Confirming a Booking

A booking is confirmed only when the Customer has accepted the quotation and any applicable deposit or advance payment has been received by Movers Surrey. Verbal estimates or informal discussions do not constitute a confirmed booking.

3.4 Customer Responsibilities at Booking

The Customer is responsible for ensuring that all information provided at the time of quotation and booking is true, complete, and accurate, including but not limited to property type, number of floors, parking availability, access restrictions, and the nature and volume of goods to be moved. Movers Surrey reserves the right to adjust charges or, where necessary, decline to provide services if material information has been withheld or misrepresented.

4. Payments and Charges

4.1 Pricing

Unless otherwise agreed in writing, services are charged based on the quotation provided, taking into account factors such as distance, time, volume of goods, vehicle size, access conditions, and any additional services requested.

4.2 Deposits and Advance Payments

Movers Surrey may require a deposit or full prepayment to secure a booking. The amount and due date for any deposit or advance payment will be stated in the quotation or booking confirmation.

4.3 Payment Terms

Unless otherwise agreed, all outstanding balances are due on or before the day of the move, prior to unloading at the destination. Payment must be made using an accepted payment method as notified by Movers Surrey. The Customer is responsible for ensuring that cleared funds are available on time.

4.4 Late or Non-Payment

If payment is not received in accordance with the agreed terms, Movers Surrey may, at its discretion, refuse to perform or continue the services, withhold delivery of the goods until payment is made in full, and or charge interest on overdue amounts at the statutory rate permitted under UK law. Any costs reasonably incurred in recovering overdue payments may be charged to the Customer.

5. Cancellations, Postponements, and Delays

5.1 Cancellation by the Customer

If the Customer wishes to cancel the services, notice must be given as soon as reasonably practicable. Cancellation charges may apply as follows, unless otherwise stated in the booking confirmation:

a. Cancellation more than 7 days before the scheduled service date may incur no charge or only a reasonable administrative fee.

b. Cancellation between 3 and 7 days before the scheduled service date may result in forfeiture of part or all of the deposit.

c. Cancellation within 48 hours of the scheduled service date may result in a charge of up to 75 percent of the agreed service price.

5.2 Postponement by the Customer

Where the Customer requests a change of date or postponement, Movers Surrey will endeavour to accommodate the request but cannot guarantee availability. Rescheduling may be treated as a cancellation and rebooking, and charges may apply depending on the notice given and any costs already incurred.

5.3 Cancellation by Movers Surrey

Movers Surrey reserves the right to cancel or suspend the services at any time where it is reasonable to do so, including but not limited to circumstances of non-payment, unsafe working conditions, severe weather, vehicle breakdown, or any other event beyond its reasonable control. In such cases, the Customer will be informed as soon as reasonably possible and, where appropriate, any advance payments for undelivered services may be refunded or applied to a rescheduled date.

5.4 Delays Beyond Our Control

Movers Surrey is not liable for delays or failure to perform the services caused by events beyond its reasonable control, including but not limited to traffic congestion, accidents, road closures, strikes, adverse weather conditions, or delays in key release or property access. Any additional waiting time or extra journeys required due to such delays may be charged at the applicable hourly or daily rate.

6. Access, Parking, and Customer Obligations

6.1 Access to Properties

The Customer must ensure suitable access to both the collection and delivery addresses, including adequate parking for the vehicle, clear pathways, and safe routes for carrying goods. Any special access arrangements or restrictions must be disclosed at the time of quotation and booking.

6.2 Parking Arrangements

The Customer is responsible for arranging any necessary parking permissions or permits for the moving vehicles. Any parking fines or penalties incurred due to insufficient permissions or inaccurate information provided by the Customer may be charged to the Customer.

6.3 Preparation of Goods

Unless packing services have been specifically included, the Customer is responsible for properly packing and securing all goods, labelling fragile items, and disconnecting appliances before the move. Movers Surrey may refuse to transport any goods that are not suitably packed or are considered unsafe.

6.4 Presence of the Customer

The Customer or an authorised representative must be present at both collection and delivery locations to provide instructions, confirm inventories where applicable, and sign any relevant documents. If no authorised person is present, Movers Surrey may deliver the goods to the nearest safe location or return them to its vehicle storage, and additional charges may apply.

7. Excluded and Restricted Items

7.1 Prohibited Goods

Movers Surrey will not accept or transport any items that are illegal, hazardous, explosive, corrosive, flammable, or otherwise dangerous, including but not limited to firearms, ammunition, chemicals, fuels, gas cylinders, or perishable foodstuffs. The Customer must not include such items in goods presented for removal or transport.

7.2 Valuables and Personal Documents

Customers are strongly advised not to include cash, jewellery, watches, precious metals, important documents, deeds, passports, or other highly valuable or irreplaceable items among the goods to be moved. If the Customer nevertheless includes such items without prior written agreement, Movers Surrey accepts no liability for loss or damage to them.

8. Liability and Limits of Responsibility

8.1 Duty of Care

Movers Surrey will exercise reasonable care and skill in handling, transporting, and delivering goods. However, liability is subject to the limitations and exclusions set out in this section.

8.2 Loss or Damage to Goods

Movers Surrey will, subject to the other provisions of these Terms and Conditions, be liable for physical loss or damage to goods that occurs while they are in its custody and control, to the extent that such loss or damage arises from negligence or breach of contract. Liability may be limited to a specified amount per item or per consignment, as notified to the Customer in the quotation or booking confirmation.

8.3 Exclusions of Liability

Movers Surrey is not liable for loss or damage arising from:

a. The Customer failing to pack goods properly where packing was not provided by Movers Surrey.

b. Inherent defects, natural deterioration, or pre-existing damage in goods.

c. Normal wear and tear, minor scratches, or superficial marks that are reasonably expected in the course of moving.

d. Mechanical or electrical derangement of appliances, equipment, or instruments unless caused by visible external impact during handling by Movers Surrey.

e. Goods that are prohibited, excluded, or not properly declared at the time of booking.

f. Loss or damage arising from circumstances beyond the reasonable control of Movers Surrey, including force majeure events.

8.4 Indirect and Consequential Loss

Movers Surrey will not be liable for indirect or consequential losses, including but not limited to loss of profit, loss of business, loss of opportunity, emotional distress, or inconvenience, even if advised of the possibility of such losses.

8.5 Damage to Property

Movers Surrey will take reasonable care to avoid damage to property and premises. Any damage to driveways, paths, lawns, or structures arising from access requested or authorised by the Customer is at the Customer’s risk, particularly where access is tight or unsuitable for large vehicles.

8.6 Limitation of Amount

Unless otherwise agreed in writing or cover is provided under a separate insurance arrangement, the total liability of Movers Surrey for any claim or series of related claims shall not exceed a reasonable limit based on the value of the goods or the charges paid for the services, whichever is lower, subject to applicable UK law.

9. Claims and Notification of Loss or Damage

9.1 Inspection on Delivery

The Customer should inspect goods at the time of delivery where reasonably practicable and note any apparent loss or damage on the delivery documentation or inventory.

9.2 Time Limits for Claims

Any claim for loss or damage to goods or property must be notified to Movers Surrey in writing as soon as reasonably possible, and in any event within 7 days of the move or delivery. Failure to notify within this period may prejudice investigation and could affect the ability of Movers Surrey to consider or accept the claim.

9.3 Evidence and Cooperation

The Customer must provide reasonable evidence in support of any claim, including photographs, inventories, and descriptions of the items and nature of the damage, and must cooperate with any investigation or assessment undertaken by Movers Surrey or its representatives.

10. Waste, Disposal, and Environmental Regulations

10.1 General Waste Handling

Movers Surrey is committed to complying with UK waste and environmental regulations. Where waste removal, disposal, or clearance services are agreed as part of the Contract, the Customer must accurately describe the type and quantity of waste to be removed.

10.2 Prohibited Waste

Hazardous, clinical, or controlled waste, including but not limited to chemicals, asbestos, medical waste, or electrical items subject to special disposal rules, will not be removed unless specifically agreed in advance and compliant with relevant regulations. Additional charges may apply where such items can legally be transported and disposed of.

10.3 Duty of Care

The Customer must not request Movers Surrey to dispose of items illegally or in a manner that breaches environmental or waste legislation. Movers Surrey reserves the right to refuse collection or disposal of any items it reasonably believes may breach such regulations.

11. Insurance

Movers Surrey maintains appropriate business insurance to cover its legal liabilities in respect of the services provided. This may not equate to full replacement value of the goods. Customers are encouraged to obtain their own additional insurance cover if they require wider or higher levels of protection.

12. Data Protection and Privacy

Movers Surrey will process personal data about the Customer only to the extent necessary to manage enquiries, provide quotations, perform the services, handle payments, and comply with legal obligations. Personal information will be handled in accordance with applicable UK data protection laws. By using the services, the Customer consents to such processing where required by law.

13. Complaints

If the Customer is dissatisfied with any aspect of the services, they should notify Movers Surrey as soon as possible so that the matter can be reviewed. Complaints should be raised in a clear and timely manner, providing all relevant details, so that they may be properly investigated and, where appropriate, resolved.

14. Variation and Severability

14.1 Variation

Movers Surrey reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract, unless changes are required by law or agreed in writing with the Customer.

14.2 Severability

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

15. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of services by Movers Surrey, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

16. Entire Agreement

These Terms and Conditions, together with the quotation, booking confirmation, and any written variations agreed between Movers Surrey and the Customer, constitute the entire agreement between the parties in relation to the services and supersede any prior understandings, statements, or representations, whether oral or written. No waiver of any right or remedy under this agreement shall be effective unless given in writing.