Terms and Conditions

Croydon Movers Terms and Conditions of Service

These Terms and Conditions set out the basis on which Croydon Movers provides removal and associated services to you as a customer. By making a booking, confirming a quotation, or allowing our team to commence work at your property, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following words have the meanings given:

Customer means the individual, company, or organisation that requests or receives services from Croydon Movers.

Services means any removal, packing, unpacking, loading, unloading, transport, storage, or related services provided by Croydon Movers.

Goods means the items that are to be moved, transported, packed, stored, or otherwise handled by Croydon Movers as part of the Services.

Quotation means the written or electronically communicated estimate or fixed price for the Services provided by Croydon Movers, based on information supplied by the Customer.

Booking means a confirmed request by the Customer for Croydon Movers to perform the Services on a specified date or dates.

2. Scope of Services

Croydon Movers provides household and commercial removal services, including but not limited to local and regional moves, packing and unpacking assistance, loading and unloading, and related handling of Goods. The precise scope of Services will be set out in the Quotation or booking confirmation.

Any Services not expressly included in the Quotation are excluded unless subsequently agreed in writing. Additional work, changes to the scope, or delays arising from circumstances beyond our reasonable control may result in extra charges.

3. Booking Process

All Services are subject to availability and must be booked in advance. A booking is not considered confirmed until Croydon Movers has issued a written or electronic confirmation referencing the agreed date, time window, and outline of the Services.

When requesting a Quotation or making a booking, the Customer must provide accurate information regarding:

The addresses for collection and delivery.

Access conditions at all locations, including any parking restrictions, staircases, lifts, or long carrying distances.

The approximate quantity and nature of Goods, including any large, heavy, fragile, or high-value items.

Any special handling requirements.

Croydon Movers reserves the right to amend or withdraw a Quotation if the information provided proves to be inaccurate or incomplete, or if circumstances at the time of the move differ significantly from those described.

4. Quotations and Pricing

Unless otherwise stated, Quotations are provided free of charge and are valid for a limited period from the date of issue. After this period, Croydon Movers may revise the Quotation to reflect changes in costs or availability.

Quotations are normally based on one of the following:

A fixed price for the described scope of work; or

An hourly rate for labour and vehicle use, subject to a minimum charge.

Quoted prices do not include charges for parking, congestion or clean air zones, tolls, ferry crossings, or other third-party fees unless specifically stated. Any such charges incurred in providing the Services will be passed on to the Customer.

Additional charges may apply where:

Access is more difficult than indicated, requiring extra staff, equipment, or time.

The volume of Goods exceeds the estimate used for the Quotation.

The Customer requests additional Services or changes to the move plan.

Delays occur for reasons outside Croydon Movers control, such as waiting for keys or completion, restricted access, or incomplete packing by the Customer.

5. Customer Responsibilities

The Customer is responsible for:

Ensuring that all Goods to be moved are ready for transport and properly packed, unless a packing service has been agreed.

Separately identifying and arranging adequate protection for fragile, valuable, or delicate items where necessary.

Ensuring suitable parking and access for our vehicles at all relevant addresses, and obtaining any necessary permits or permissions.

Being present or represented at the premises throughout the move to provide instructions and to check Goods on completion.

Securing valuables, important documents, cash, jewellery, and irreplaceable items, which should not be included in the Goods to be moved.

The Customer warrants that all Goods are legally owned by the Customer or that the Customer has full authority from the owner to enter into a contract with Croydon Movers for the Services.

6. Payments

Croydon Movers will specify the payment terms in the Quotation or booking confirmation. Unless otherwise agreed in writing, the following will apply:

For private residential moves, payment is normally required in full prior to or on the day of the move, before unloading is completed.

For business customers or repeat clients, alternative payment terms may be agreed in advance.

Payment methods accepted will be detailed at the time of booking.

If any payment due is not made on time, Croydon Movers may:

Refuse to carry out or continue with the Services;

Exercise a lien over the Goods until payment is received in full; and

Charge reasonable interest and costs associated with late or non-payment, in accordance with applicable law.

7. Cancellations and Postponements

The Customer may cancel or postpone a booking by giving notice to Croydon Movers. Because staff, vehicles, and resources are allocated in advance, cancellation or postponement charges may apply, calculated as a percentage of the agreed price:

If cancellation is received more than a specified number of working days before the move date, no cancellation fee may be charged, subject to the terms stated in your individual Quotation.

If cancellation or postponement occurs within a shorter period before the move date, a fee may be charged to cover allocated resources and lost opportunity.

Where the Customer is a consumer, these rights are in addition to any statutory cancellation or cooling off rights available under UK consumer law. Any such statutory rights will not be limited or excluded by these Terms and Conditions.

8. Access, Parking, and Delays

The Customer must ensure that there is suitable access and parking at all relevant addresses for the arrival, loading, and unloading of our vehicles. Any parking charges, fines, or penalties incurred due to insufficient arrangements or restrictions beyond our control may be charged to the Customer.

If Croydon Movers is delayed in carrying out the Services due to circumstances within the Customer's control, such as lack of access, waiting for keys or paperwork, incomplete packing where packing is not part of our Services, or absence of a person authorised to provide instructions, we may charge for waiting time at our prevailing rates.

9. Exclusions and Items Not to Be Moved

Unless specifically agreed in writing, Croydon Movers does not transport:

Cash, jewellery, watches, precious metals, or similar valuables.

Important documents, passports, deeds, securities, or financial instruments.

Perishable, hazardous, flammable, explosive, or illegal goods.

Any items whose transport would breach health and safety regulations or any applicable law.

The Customer must not include such items in the Goods. Croydon Movers will have no liability for any loss, damage, or consequences arising from the inclusion of such items contrary to these Terms and Conditions.

10. Liability for Loss or Damage

Croydon Movers will exercise reasonable care and skill when handling, packing, and transporting Goods. However, our liability is subject to the limitations set out in this section.

We will not be liable for loss or damage arising from:

Inherent defects, natural deterioration, or pre-existing damage in the Goods.

Insufficient or unsuitable packing by the Customer, where packing is not included in our Services.

Normal wear and tear or minor cosmetic damage such as light scuffs that occur despite reasonable care during handling.

Acts or omissions of the Customer or any third party not instructed by us.

Events beyond our reasonable control, including but not limited to severe weather, traffic incidents, road closures, or civil disturbance.

Our liability for any loss or damage to Goods, where we are found to be at fault, will normally be limited to a reasonable repair or replacement cost, subject to any overall cap per move or per item specified in the Quotation or booking confirmation. The Customer is encouraged to consider whether additional insurance cover is appropriate for high-value items.

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

11. Claims and Complaints

Any visible loss or damage to Goods or property should be reported to the team leader as soon as reasonably practicable and noted on any job sheet or completion document where available.

All complaints or claims must be notified to Croydon Movers in writing within a reasonable time after the Services have been completed, providing full details and any supporting evidence. We will investigate and respond within a reasonable timeframe.

Failure to notify us promptly may affect our ability to investigate and may prejudice any claim, although this does not affect any statutory rights you may have as a consumer.

12. Waste, Disposal, and Environmental Regulations

Croydon Movers operates in accordance with applicable UK waste and environmental regulations. We are not a general waste collection company and will only remove items for disposal that are expressly included in the agreed Services.

Where we agree to remove items for disposal or recycling:

The Customer confirms that they have the right to dispose of those items and that the items do not include hazardous or prohibited waste.

We will dispose of such items through appropriate and lawful channels.

Additional charges may apply depending on the nature and quantity of items, including any fees charged by waste facilities.

We reserve the right to refuse to remove items that we reasonably believe to be hazardous, illegal, contaminated, or unsuitable for transport or disposal under applicable regulations.

13. Storage Services

Where Croydon Movers provides storage as part of the Services, the following additional terms will apply unless otherwise set out in a separate storage agreement:

Storage charges are payable in advance at the agreed intervals.

The Customer must keep us informed of any changes to contact details.

If storage charges remain unpaid, we may exercise a lien over the Goods and, after giving reasonable notice, may arrange for sale or disposal in accordance with applicable law, applying any proceeds toward outstanding charges.

14. Subcontracting

Croydon Movers may, where appropriate, use vetted subcontractors or associated companies to perform all or part of the Services. In such cases, Croydon Movers will remain responsible for the overall performance of the contract to the extent set out in these Terms and Conditions.

15. Data Protection and Privacy

Croydon Movers will collect and process personal information only as necessary to provide the Services, manage bookings, handle payments, and comply with legal obligations. We will take reasonable steps to protect personal information and will not sell or share it with unrelated third parties for marketing purposes without your consent.

By making a booking, you consent to the use of your information for the purposes described in this clause. You may have rights to access, correct, or request deletion of your personal data under applicable UK data protection laws.

16. Termination

Either party may terminate the contract if the other party commits a material breach of these Terms and Conditions and, where the breach is capable of remedy, fails to remedy it within a reasonable period after receiving written notice.

Croydon Movers may also terminate or suspend Services immediately if:

Continuation of the Services would, in our reasonable opinion, create a risk to health and safety.

We have reasonable grounds to suspect fraud, unlawful activity, or misuse of our Services.

17. 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.

The parties 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 their subject matter.

18. General Provisions

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

No failure or delay by Croydon Movers in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

These Terms and Conditions, together with any Quotation or booking confirmation, constitute the entire agreement between Croydon Movers and the Customer in relation to the Services, and supersede any prior discussions or understandings, whether written or oral.

Nothing in these Terms and Conditions shall affect any statutory rights that cannot be limited or excluded under applicable UK law, particularly in relation to consumers.