Coventgarden Removals Service Terms and Conditions

These terms and conditions apply to all removal, relocation, packing, transport, and associated services provided by Coventgarden Removals (???we??�, ???us??�, ???our??�) to the customer (???you??�, ???your??�). By requesting a quotation, making a booking, or allowing our team to begin work, you confirm that you have read, understood, and agreed to these terms. These conditions are intended to set clear expectations for the Coventgarden removals service, including the booking process, payment obligations, cancellations, liability limits, waste handling, and the legal framework governing the agreement.

Nothing in these terms affects your statutory rights as a consumer where applicable. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Any variation to these terms must be agreed by us in writing. References to ???services??� include domestic removals, office removals, packing support, furniture handling, storage-related transport, and any other moving service described in our quotation or order confirmation.

1. Booking process
All bookings are subject to availability and are only confirmed once we have accepted your request. A quotation may be based on the information you provide, including access details, item list, property type, floor level, parking conditions, special handling requirements, and the date or time requested. If any information changes before the move, you must notify us promptly, as this may affect the price, vehicle size, staffing, equipment, or scheduled time.

2. Booking confirmation and service scope

A booking is not fully secured until we issue written confirmation, which may be by email, message, or other recorded method. We may request a deposit or prepayment to reserve your slot. The service scope will be limited to the items, locations, dates, and tasks stated in the confirmed booking. Any extra work requested on the day, such as dismantling, reassembly, shuttle transfers, stair carries, delays, or additional stops, may be charged separately.

It is your responsibility to ensure that access arrangements are suitable for the planned move. This includes arranging permits, notifying building management where needed, checking lift availability, and ensuring that items can be moved safely through doors, corridors, and access points. If access is restricted, unsafe, or materially different from what was disclosed, we may adjust the service, delay the job, use alternative methods, or cancel the work in accordance with these terms.

We may refuse or withdraw a booking if we believe the move would be unsafe, illegal, impractical, or outside our operational capacity. Where possible, we will give reasonable notice. However, some issues may only become apparent on arrival, in which case we may suspend work until the issue is resolved or amend the service to reflect the conditions encountered.

3. Prices, estimates, and payments

All prices are quoted in pounds sterling unless stated otherwise. Unless a quotation is expressly described as fixed, it is an estimate based on the details available at the time of pricing. Final charges may change if the scope of work changes, if the moving time exceeds the estimate, if extra staff or equipment are needed, or if access conditions differ from what was declared. We will act reasonably and, where possible, explain any material adjustment.

Payment terms will be stated in the quotation or confirmation. In general, deposits are non-refundable except where the law requires otherwise or where we cancel the booking without fault on your part. The balance must be paid by the due date, which may be before commencement, on completion, or by another agreed arrangement. We may require immediate payment for additional services, waiting time, parking costs, disposal charges, or other agreed extras.

If payment is not received when due, we may charge reasonable administration costs, interest where lawful, and/or suspend further services. Any bank charges, failed payment fees, or currency conversion charges imposed by your payment provider remain your responsibility. Title to any goods sold by us, if applicable, will not pass until full payment is received, but ownership of your transported goods remains with you at all times.

4. Cancellations, rescheduling, and delays

You may request to cancel or reschedule a booking by giving notice as soon as possible. Cancellation charges may apply depending on the notice period, staffing already allocated, vehicle commitment, and any third-party costs incurred. Where a deposit has been paid, it may be retained wholly or partly to cover genuine losses arising from the cancellation.

If you cancel within a short period before the agreed start time, fail to provide access, or are not ready for the move, we may treat the booking as cancelled by you and charge accordingly. If we are delayed by circumstances outside our control, including traffic, severe weather, road closures, building restrictions, or emergency events, we will use reasonable efforts to complete the work. In such cases, we are not responsible for losses caused by delay unless the delay results from our negligence.

We may also need to reschedule or cancel where staff become unavailable through illness, vehicle breakdown, adverse conditions, or safety concerns. If we do so, we will aim to offer an alternative date or refund any amounts paid for undelivered services, subject to the extent permitted by law. We will not be liable for indirect costs arising from the cancellation of third-party arrangements unless required by law.

5. Loading, handling, and customer responsibilities

You are responsible for ensuring that items are properly packed, labelled, and ready for transport unless packing has been expressly included in the service. Fragile items, valuables, artwork, documents, electronics, and sentimental items should be declared in advance and handled according to any special instructions agreed in writing. We may decline to move items that are hazardous, unsafe, excessively heavy, or likely to cause damage due to their condition.

Unless otherwise stated, our teams may move furniture and boxes only with reasonable assistance from you in identifying items and confirming the destination. You must ensure that any item not intended for transport has been separated before loading begins. We are not responsible for missing items that were not clearly identified as part of the move. Where we dismantle or reassemble furniture, this is done with reasonable care, but we cannot guarantee that all items can be reassembled exactly as originally constructed if design limitations, missing fittings, or pre-existing defects exist.

If you or a representative are absent during the move, you must provide clear instructions in advance. Any reliance on instructions given remotely will be at your risk unless we agree otherwise. You are also responsible for securing pets, protecting floors where needed, and ensuring that children, residents, and visitors are kept clear of the working area for safety reasons.

6. Liability and insurance

We will use reasonable skill and care in providing our removals service. Our liability for loss or damage will be assessed in accordance with these terms and applicable UK law. Nothing in this agreement limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

We are not liable for pre-existing damage, wear and tear, hidden defects, items packed by you or by third parties, or damage caused by inadequate packing, unsuitable containers, or incorrect instructions. We are also not liable for loss or damage caused by events outside our reasonable control, including fire, flood, vandalism, road incidents caused by third parties, natural events, or act of public authority.

Where liability is established, our responsibility may be limited to the reasonable repair, replacement, or depreciation value of the affected item, subject to the nature of the claim, available evidence, and any applicable insurance arrangement. You must notify us of any damage, shortage, or loss as soon as reasonably possible and in any event within a reasonable period after completion of the service. Claims made late may be harder to investigate and may be rejected where delay causes prejudice.

7. Waste, disposal, and environmental compliance

Where our service includes removal of unwanted items or disposal of waste, both parties must comply with UK waste legislation and local authority requirements. We will only transport or dispose of waste that we are legally permitted to handle. Hazardous waste, electrical goods, gas cylinders, chemicals, asbestos-containing materials, clinical waste, and similar regulated items must be declared in advance and may require specialist handling or separate arrangements.

You must not present waste for collection unless you have the right to dispose of it and have disclosed its nature accurately. If we suspect an item has been misdescribed, illegally dumped, or is unsafe to remove, we may refuse collection or stop the job. Any additional disposal fees, permits, or transfer station charges linked to improperly declared waste may be passed on to you. We may also retain evidence of waste descriptions, manifests, or job notes to show compliance.

We may choose the method, vehicle, and disposal route that is lawful and appropriate for the waste type. Reusable items may be separated for donation or recycling only if that forms part of the agreed service. We do not guarantee that any item will be recycled, reused, or disposed of in a particular way unless we expressly confirm this in writing. You remain responsible for ensuring that no prohibited materials are handed over without prior approval.

8. Force majeure, storage, and third parties

We are not responsible for failure or delay in performing our obligations where the failure arises from events beyond our reasonable control, including but not limited to extreme weather, strikes, accidents, civil disruption, power failure, government action, or interruption to transport networks. If such an event occurs, we will seek a practical solution, which may include delay, partial completion, or rescheduling.

If goods are stored with a third-party provider as part of a wider moving arrangement, those services may be subject to separate storage terms in addition to these terms. We are not liable for the acts or omissions of independent third parties unless we have expressly agreed otherwise in writing. Where we subcontract part of the work, we remain responsible for arranging the service with reasonable care, but third-party conditions may still apply to specialist services.

Any quotation or service description provided by us is based on the assumption that the information supplied by you is complete and accurate. If a quotation is based on incomplete or incorrect information, we may revise the price or decline to proceed. This includes situations where item volumes are understated, access is more difficult than described, or the move requires additional manpower, vehicles, or protective materials.

9. Complaints and dispute handling

If you have a complaint, you should raise it with us as soon as possible so we can investigate and, where appropriate, attempt a prompt resolution. Please provide supporting details such as photographs, item descriptions, and the circumstances of the issue. We may ask to inspect the affected item or property before any repair, replacement, or compensation decision is made.

We aim to handle concerns fairly and proportionately. Any goodwill offer does not amount to an admission of liability. If we are unable to resolve a dispute informally, either party may pursue the matter through the courts of England and Wales, subject to the governing law and jurisdiction provisions below. Nothing in this clause prevents either party from seeking urgent relief where necessary.

10. Governing law
These terms and any dispute or claim arising from them, including non-contractual disputes or claims, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings in another competent court.

These terms form the basis of the agreement between you and Coventgarden Removals for the provision of our moving and related services. By proceeding with a booking, you agree that the information you provide is accurate, that you understand your responsibilities regarding access, payment, and waste, and that the service will be carried out subject to the limitations and safeguards set out above. We recommend that you keep a copy of your quotation and confirmation for reference throughout the Coventgarden removals process.

11. General provisions
No waiver by us of any breach of these terms will be treated as a waiver of any later breach. You may not transfer your rights or obligations under these terms without our written consent. We may transfer or subcontract our obligations where this does not materially prejudice your rights. These terms should be read together with any written quotation or job confirmation, which may contain service-specific details that supplement, but do not replace, the provisions above.

By booking a service with Coventgarden Removals, you confirm your acceptance of these Terms and Conditions.