Surrey Movers Terms and Conditions

These terms and conditions set out the basis on which Surrey Movers provides removal, relocation, packing, storage, and associated transport services to residential and commercial customers. By making a booking, confirming an estimate, or allowing work to begin, you agree to these service terms. They are intended to create a clear and fair agreement for both parties, covering the booking process, payment terms, cancellations, liability, waste handling, and legal matters. These terms apply to all services supplied by Surrey Movers unless we agree otherwise in writing. For the avoidance of doubt, any reference to “we”, “us”, or “our” means Surrey Movers, and any reference to “you” or “the customer” means the person or organisation receiving the services.

1. Booking Process
The booking process begins when you request a quotation, provide details of the work required, and accept our proposed price or charge structure. A booking is not confirmed until we have accepted your request and issued a written confirmation, which may be sent by email or another agreed method. You must provide accurate information when booking, including access conditions, parking arrangements, item lists, special handling needs, and any other facts that may affect the service. If the information you provide changes before the service date, you must tell us as soon as possible. We may revise the estimate, amend the crew size, adjust the vehicle allocation, or decline the booking if the revised details materially change the work.

Where a survey is carried out, whether in person or remotely, the survey is based on the information available at the time. A survey or quotation is not a guarantee that the final work will be identical if the scope changes. We reserve the right to reassess the service if items are added, access becomes restricted, or conditions differ from those described at booking. If you are arranging a house move, office relocation, single-item delivery, packing service, storage transfer, or waste removal support, you must ensure that all relevant information is disclosed in advance so that the booking can be handled properly.

2. Service Scope and Customer Responsibilities
Our removals service is provided on the basis that the property, items, and access arrangements are ready at the agreed time. You are responsible for ensuring that items are packed appropriately unless packing has been specifically included in our service. Where we provide packing, we use reasonable care and standard industry methods, but fragile, valuable, or unusual items may require special handling that must be agreed in advance. You must make us aware of items of high value, antiques, artwork, electrical appliances, restricted goods, or anything requiring disassembly or specialist lifting.

It is your responsibility to arrange suitable parking permissions, access routes, keys, security codes, and entry arrangements unless we have expressly agreed to manage those matters. If we are delayed because access is unavailable or incorrect information is provided, additional charges may apply. You must also ensure that goods being moved are lawful to transport and not prohibited by law, including dangerous or restricted materials that require licences or special containment. We may refuse to handle items that we reasonably believe are unsafe, unlawful, or unsuitable for transport by a standard removals operation.

3. Payments and Charges
All charges are set out in the quotation, booking confirmation, or revised written agreement. Unless stated otherwise, prices are based on the scope of work, timing, distance, crew size, vehicle use, waiting time, access conditions, and any additional services requested. We may charge extra for stair carries, long carries, congestion delays, parking fees, dismantling and reassembly, packaging materials, or changes requested on the day. Any such charge will be applied fairly and, where possible, explained before the work continues.

Payment terms may require a deposit to secure the booking, with the balance due on or before completion, or at another time stated in the agreement. If payment is due in stages, each stage must be paid by the relevant deadline. We accept that customers may prefer a clear fixed price, but where a quotation is based on estimated labour or variable conditions, the final invoice may differ if the scope expands. Invoices must be paid in full without set-off or deduction unless required by law. Late payments may result in interest, recovery costs, suspension of future services, or refusal to release goods where lawful and contractually permitted.

If a payment card is used, you confirm that you are authorised to use it and that sufficient funds are available. We may request identification or additional verification where necessary. If a charge is reversed, declined, or disputed without reasonable cause, we reserve the right to recover administrative costs and any direct losses connected with the issue. Any promotional price, discount, or fixed-rate offer will apply only within its stated conditions and may be withdrawn if those conditions are not met.

4. Cancellations and Amendments
You may cancel or amend a booking by giving us notice in writing. Cancellation charges may apply depending on how much notice is given, whether resources have already been allocated, and whether third-party costs have been incurred. If a cancellation is made shortly before the scheduled service, we may charge a proportion of the agreed price to reflect time reserved, labour arranged, and expenses already committed. If our team arrives at the agreed time and cannot proceed because access is unavailable, payment may still be due for wasted attendance and waiting time.

We may cancel or reschedule a booking where circumstances beyond our control prevent us from delivering the service safely or lawfully. This includes severe weather, vehicle breakdown, staff absence, accidents, road closures, property access restrictions, or events affecting safety. If we need to reschedule, we will aim to offer an alternative time. Our liability for cancellation will be limited to refunding any amount paid for services not yet provided, unless the law requires otherwise. We are not responsible for indirect losses arising from a cancellation or change of date, such as missed tenancy deadlines, business interruption, or inconvenience, unless such losses are caused by our proven negligence and are recoverable in law.

5. Liability and Damage
We take reasonable care when handling your property, but removals work involves practical risks. Our liability is limited to loss or damage caused by our negligence, breach of contract, or failure to take reasonable care and skill. We are not liable for pre-existing damage, items that were not packed properly by you, wear and tear, hidden defects, or damage caused by unsuitable packaging, poor assembly, or fragile construction. Unless we agree otherwise in writing, you are responsible for ensuring that items are packed to withstand normal transit conditions.

If damage or loss occurs, you must notify us promptly and provide reasonable evidence, such as photographs, item details, and the circumstances of the issue. We may inspect the item and request supporting information before deciding whether any claim is valid. Our decision-making will be based on the facts, the service scope, and the applicable legal duties. Where we are responsible, we may choose to repair, replace, or compensate for the affected item up to the relevant limit set out in the booking confirmation or, if no limit is stated, to the extent required by law. We are not liable for indirect or consequential losses such as lost profits, missed appointments, emotional distress, or substitute accommodation costs unless the law states otherwise.

6. Waste Regulations and Disposal
Where our service includes waste removal, clearance, or disposal, all waste will be handled in accordance with applicable UK waste regulations and duty of care requirements. Waste must be described honestly and accurately at the time of booking. You confirm that any waste handed to us is lawful to collect and does not include hazardous materials unless we have expressly agreed to handle them and are properly authorised to do so. We may refuse items that are contaminated, unsafe, unclassified, or outside the scope of our licence, insurance, or operational procedures.

When transporting or disposing of waste, we may separate recyclable and non-recyclable materials, use approved transfer or disposal routes, and keep records where required by law. You must not ask us to dispose of controlled waste in a manner that breaches environmental rules. If you provide incorrect information about waste type or composition, you may be liable for any additional cost, fine, regulatory issue, or cleanup expense arising from that misdescription, to the extent permitted by law. We are entitled to inspect waste items before collection and to adjust the charge if the load is materially different from what was declared.

7. Storage, Delays, and Uncollected Goods
If goods are stored with us as part of the service, separate storage conditions may apply, including access arrangements, storage duration, and notice periods for retrieval. Unless otherwise agreed, storage charges continue until the goods are collected or the agreed storage period ends. If you fail to collect goods or confirm delivery instructions within a reasonable period, we may give notice requiring action and may charge reasonable administrative or storage fees. We will take reasonable care of goods in our possession, but storage is subject to the limitations set out in these terms and any separate storage agreement.

If a delay occurs because you are not ready, cannot be reached, or fail to provide access, we may charge waiting time or additional attendance costs. Likewise, if we are delayed for reasons within our control, we will try to minimise disruption and keep you informed. Reasonable adjustments may be made where the schedule changes due to traffic, loading difficulties, or unforeseen operational issues. However, time estimates are provided in good faith and are not guaranteed unless expressly stated as a fixed commitment. We are not liable for losses caused by ordinary traffic conditions, restricted access, or delays outside our reasonable control.

8. Customer Conduct and Safety
You must ensure that the premises are reasonably safe for our team to work in. This includes safe floors, adequate lighting, clear walkways, and disclosure of any known hazards such as loose wiring, slippery surfaces, pests, structural issues, or dangerous materials. We may suspend work if conditions are unsafe or if anyone behaves in a threatening, abusive, or obstructive manner. If the service cannot continue because of unsafe conditions or misconduct, we may charge for the time already spent and for any reasonable costs incurred.

You are also responsible for ensuring that children, pets, and unauthorised persons are kept clear of working areas. We will not be responsible for incidents caused by unsafe site conditions, hidden hazards, or instructions that require us to act against safety standards. Where we believe an item, location, or instruction presents a risk, we may refuse the task or take alternative steps to reduce risk. Our refusal in such circumstances will not be treated as a breach of contract.

9. Insurance and Claims
We maintain insurance cover appropriate to the nature of our work, subject to policy terms, exclusions, and claim conditions. Insurance does not alter your obligations under these terms, and it does not guarantee compensation for every loss. To make a claim, you must notify us as soon as reasonably possible and cooperate with any investigation. Claims may fail if the item was inadequately packed, not disclosed as fragile, already damaged, or excluded by policy wording. We may require proof of ownership, purchase value, age, and condition before assessing compensation.

Where a claim is accepted, any compensation will be limited to the relevant legal or contractual measure of loss and will not exceed any agreed cap unless the law requires otherwise. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. All other liability is excluded or limited to the maximum extent permitted by law.

10. Force Majeure
We are not liable for delay or failure caused by events beyond our reasonable control. These may include fire, flood, epidemic, adverse weather, industrial action, civil disruption, transport failure, government restrictions, or similar events. If such an event occurs, we may suspend performance, rearrange the service, or cancel the affected booking. If cancellation is necessary because of force majeure, we will refund any payment received for services not yet provided, after deducting any non-recoverable third-party costs that were properly incurred on your behalf, where lawful.

11. Variations and Entire Agreement
These terms form part of the agreement between you and Surrey Movers together with the quotation, booking confirmation, and any written amendments we both accept. If there is any inconsistency, the written booking confirmation or any later written variation will take priority over these general terms to the extent of the inconsistency. Any waiver of rights must be agreed in writing. If we do not enforce a right immediately, that does not mean we have waived it.

We may update these terms from time to time for future bookings. The version in force at the time of your confirmed booking will normally apply to that booking unless a legal requirement or written amendment says otherwise. If any provision is held to be invalid or unenforceable, the remaining provisions will continue to apply. A failure or delay by either party in exercising a right does not prevent that right from being exercised later.

12. Governing Law
These terms and any dispute or claim arising from 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 law provides otherwise. By booking with Surrey Movers, you agree that the contract is interpreted and enforced under that legal framework. These terms are intended to be read in a fair and practical manner, and no heading or summary limits the meaning of the full text. If you do not agree with these terms, you should not proceed with the booking or allow the service to begin.