Terms and Conditions

Surrey Movers Terms and Conditions

These Terms and Conditions set out the basis on which Surrey Movers provides household and commercial removal and related services within the United Kingdom. By booking or using our services, you agree that you have read, understood, and accept these Terms and Conditions. If you do not agree, you must not proceed with a booking.

1. Definitions

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

Client means the individual, company, or organisation purchasing removal or related services from Surrey Movers.

We, us, our means Surrey Movers.

Services means any removal, packing, loading, transport, unloading, storage, or ancillary services provided by Surrey Movers.

Contract means the agreement between the Client and Surrey Movers, formed in accordance with these Terms and Conditions.

Goods means the items of property which are the subject of the Services.

Working day means any day other than a Saturday, Sunday, or public holiday in England and Wales.

2. Scope of Services

We provide domestic and commercial removal services, including the packing, loading, transport, unloading and, where agreed in writing, temporary storage of Goods. We may also provide additional services such as dismantling and reassembly of furniture where this has been specifically agreed in the quotation.

The exact scope of the Services will be set out in our written quotation and any agreed amendments. Only those services expressly listed in the quotation or subsequent written correspondence form part of the Contract.

3. Booking Process and Formation of Contract

To request a quotation, you may provide details of the property addresses, access arrangements, inventory of Goods, required dates and any special requirements. Quotations are based on the information you supply and are subject to survey or confirmation.

All quotations are provided subject to availability and are not binding offers. A Contract is only formed when you accept our written quotation and we confirm your booking in writing. We may refuse to accept a booking at our sole discretion.

It is your responsibility to ensure that all information provided at the time of booking is accurate and complete. If the information is inaccurate, incomplete, or changes materially before the date of the move, we reserve the right to amend our quotation, adjust the price, or cancel the booking.

Any amendments to the booking, including changes to dates, addresses, inventory of Goods or access conditions, must be requested in writing and are subject to our approval and availability. Additional charges may apply for any variations to the original booking.

4. Quotations and Prices

Unless otherwise stated, our quotations are based on normal access conditions, including reasonable parking proximity, safe access to and from the premises, and the ability to complete the Services within standard working hours.

Quotations generally exclude charges for parking permits, parking fines, tolls, congestion or clean air zone charges, ferry or third-party fees, customs duties, storage charges, and any additional labour or materials that were not originally specified.

We reserve the right to revise our quotation or charge additional fees in the following circumstances.

If the work is carried out on dates, at times, or over durations other than those originally agreed.

If access to the collection or delivery addresses is restricted, unsafe, or significantly more difficult than stated at the time of quotation.

If there are additional Goods, changes to the inventory, or additional services requested on the day of the move.

If delays or events beyond our reasonable control increase the time or resources required to complete the Services.

Any revised quotation or additional charges will be notified to you as soon as reasonably practicable.

5. Payments and Deposits

Unless agreed otherwise in writing, a deposit is payable at the time of booking to secure your chosen date. The amount of the deposit will be confirmed in your quotation or booking confirmation.

The balance of the quoted price is payable in full before the commencement of the Services or on completion of the Services on the day of the move, as specified in your booking confirmation. We reserve the right to require full payment in advance for certain bookings, including long-distance or high-value moves.

Payment must be made using an accepted payment method as set out in your quotation or invoice. All sums are payable in pounds sterling.

If you fail to make payment when due, we reserve the right to do any or all of the following.

Suspend or cancel the Services.

Refuse to load, transport, unload, or release Goods.

Charge interest on overdue amounts at the statutory rate applicable to commercial debts or, where relevant, at a reasonable rate for consumers.

Retain a lien over the Goods until all outstanding sums are paid in full. Storage charges may apply during any period in which Goods are retained.

6. Cancellations and Postponements

You may cancel or postpone your booking by notifying us in writing. The following cancellation charges will generally apply, unless otherwise stated in your quotation or booking confirmation.

If you cancel more than ten working days before the scheduled move date, your deposit may be refunded, less any reasonable administrative costs and non-refundable third-party charges.

If you cancel between five and ten working days before the scheduled move date, we may retain all or part of your deposit.

If you cancel fewer than five working days before the scheduled move date, up to 75 percent of the quoted price may be payable.

If you cancel or postpone on the day of the move, the full quoted price may be payable.

We may cancel or postpone the Services by giving you as much notice as reasonably practicable if we are unable to perform the Services due to circumstances beyond our reasonable control, including severe weather, accidents, illness, or vehicle breakdown. In such cases, our liability will be limited to refunding any amounts you have paid in respect of Services not yet performed or, where possible and agreed, rescheduling the Services.

7. Your Responsibilities

You agree to comply with the following obligations.

Ensure that you have full legal ownership of, or authority to transport, the Goods.

Arrange suitable and legal parking for our vehicles, including any permits required by local authorities or property managers.

Ensure safe and reasonable access to the premises, including the removal and securing of any obstacles, fragile fixtures, or hazardous items.

Fully and accurately declare the nature of the Goods, including any fragile, valuable, or heavy items that require special handling.

Ensure that Goods are suitably packed, labelled, and secured for transport, unless we have agreed in writing to provide packing services.

Be present or represented by an authorised adult at all collection and delivery addresses to provide access, instructions, and confirmation of completion.

If you fail to comply with these responsibilities, we may refuse to perform part or all of the Services or may perform them subject to additional charges. We will not be liable for any loss or damage arising from your failure to meet your responsibilities.

8. Excluded Goods and Dangerous Items

We do not accept the following items for transport or storage unless we have expressly agreed in writing and made any necessary arrangements.

Explosives, flammable or hazardous materials, including gas cylinders, fuel, chemicals, paints, or compressed gases.

Perishable or living items, including plants, food, or animals.

Valuables such as jewellery, watches, precious metals, cash, important documents, or collections of high value.

Any items whose possession or transport is unlawful.

If you include any such items without our knowledge or consent, you do so at your own risk. We may remove, dispose of, or refuse to transport or store such items, and you will be responsible for any related costs, fines, or losses.

9. Liability and Limits of Responsibility

We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Goods or property is subject to the limitations set out in this section.

We will not be liable for loss or damage arising from or in connection with the following.

Normal wear and tear, scratching, or scuffing that could not reasonably be avoided during removal.

Pre-existing defects or weaknesses in Goods, including those due to age, wear, or construction.

Failure of Goods to withstand removal or transport where they were not designed or suitable for disassembly, movement, or stacking.

Loss or damage caused by your actions or omissions, including inadequate packing where you have packed the Goods yourself.

Loss of or damage to items of sentimental value, antiques, or items of exceptional value, whether or not we have been informed of their value, unless expressly agreed in writing and adequately insured.

Any indirect or consequential loss, including loss of profit, loss of use, or loss of enjoyment.

Our total liability, whether arising in contract, tort, or otherwise, for loss of or damage to Goods, will not exceed a reasonable replacement or repair cost, subject to any specific limits stated in your quotation, any insurance arrangements, and applicable UK law.

You are responsible for arranging any additional insurance you require for the Goods. We recommend that you check your existing household or business insurance policies and consider obtaining additional cover where necessary.

Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law.

10. Delays and Force Majeure

We will use reasonable efforts to perform the Services on the agreed dates and times, but timing is not of the essence. We will not be liable for any delay or failure to perform where this is caused by events beyond our reasonable control, including traffic, adverse weather, accidents, road closures, labour disputes, acts of authorities, or other force majeure events.

If a delay occurs that significantly affects the performance of the Services, we will inform you as soon as reasonably practicable and agree alternative arrangements where possible. Additional charges may apply if extra time, labour, or accommodation is required.

11. Waste Regulations and Disposal of Items

We comply with relevant UK waste and environmental regulations when handling and disposing of unwanted items. Where we agree to remove items for disposal, these will be subject to separate charges based on volume, weight, type of waste and applicable disposal fees.

We do not remove or dispose of hazardous waste, including chemicals, asbestos, clinical waste, or electrical items that require specialist treatment, unless expressly agreed and arranged through licensed partners.

It is your responsibility to clearly identify items that are to be disposed of and to ensure that no items of value are included by mistake. Once items have been removed for disposal, they cannot be retrieved.

We may refuse to remove or transport any items that we reasonably believe may breach waste regulations or pose a risk to health, safety, or the environment.

12. Claims and Complaints

If you believe that any Goods have been lost or damaged, or if you have any complaint about the Services, you must notify us in writing as soon as reasonably practicable and in any event within a reasonable time after completion of the Services or discovery of the issue.

You should provide full details and, where possible, supporting evidence such as photographs and inventories. We may need to inspect the Goods and the premises before considering any claim.

Failure to notify us within a reasonable timeframe may affect our ability to investigate the matter and may reduce or extinguish any liability we may have, in accordance with applicable law.

13. Data Protection and Privacy

We collect and process personal data in order to provide the Services, manage bookings, issue invoices and comply with legal obligations. We will handle your personal data in accordance with applicable UK data protection laws.

We will not sell your personal data to third parties. We may share your data with trusted partners and service providers solely where necessary for the performance of the Services or compliance with law.

By booking our Services, you consent to the processing of your personal data for these purposes. You may have certain rights regarding your personal data, including rights of access and correction, subject to legal conditions.

14. Variation of Terms

We may update or amend these Terms and Conditions from time to time. Any changes will apply to new bookings made after the revised terms take effect. The version that applies to your booking is the version in force at the time your Contract was formed, unless a variation has been expressly agreed in writing with you.

15. Severability

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision will be severed from the remaining provisions, which will continue in full force and effect.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services shall be governed by and construed in accordance with the laws of England and Wales.

You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services, subject to any mandatory rights you may have as a consumer under applicable law.