Service Terms and Conditions for Croydon Movers
These Terms and Conditions set out the basis on which Croydon Movers provides moving, handling, transport, and associated relocation services to customers in the UK. By making a booking, confirming an estimate, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a clear and fair agreement between the removal company and the customer, covering the scope of service, payment expectations, cancellations, liability, and the handling of waste. These terms apply whether the service is a domestic move, business relocation, furniture transport, or a service that includes packing, loading, unloading, or temporary storage support.
For the purposes of these terms, references to “we,” “us,” and “our” mean Croydon Movers, and references to “you” mean the customer, the person booking the service, or any authorised representative acting on the customer’s behalf. If the customer is booking on behalf of another person, company, landlord, tenant, or organisation, the person making the booking confirms that they have authority to do so and that all relevant parties accept these terms. These conditions are intended to apply alongside any written quotation, booking confirmation, job sheet, inventory, or service note provided before or during the move.
If any part of these terms is inconsistent with a separately signed written agreement, the signed agreement will take priority only to the extent of that inconsistency. Otherwise, these Terms and Conditions remain in force for all Croydon removal services, including those arranged at short notice or completed in stages. Nothing in these terms affects your legal rights as a consumer under UK law.
1. Booking Process
Bookings may be made after an enquiry and quotation process in which we assess the required work based on the information provided by you. To issue an accurate estimate, we may rely on details such as property size, access conditions, volume of items, parking availability, the need for dismantling or reassembly, and whether any special handling is required. A quotation may be given as fixed-price or estimated, depending on the information available at the time. Unless expressly stated otherwise, a quotation is valid for the period noted on it and may be revised if the scope of work changes.
When you request a booking, you must provide accurate and complete information. This includes the pick-up and delivery locations, preferred dates and times, contents to be moved, any fragile or oversized items, and any obstacles that may affect the move. If our team arrives and the actual conditions differ materially from the information supplied, we may need to amend the service charge, reschedule, or decline to proceed where it is unsafe or impracticable to continue under the original arrangement. We are not responsible for delays or additional costs caused by incorrect or incomplete customer information.
A booking becomes confirmed only when we have accepted it in writing, by email, message, or another recorded form, and any required deposit or prepayment has been received if applicable. The confirmation may include a proposed date, time window, and service scope. While we will always aim to meet the agreed schedule, completion times are estimates rather than guarantees unless expressly stated in writing. Access delays, traffic, waiting time, weather, building restrictions, or incomplete packing may extend the duration of the service. Where a job is split across multiple dates, each stage remains subject to these terms.
We reserve the right to refuse or cancel a booking where we believe there is a risk to safety, legality, or the proper performance of the service. This may include, without limitation, situations involving unsafe access, prohibited goods, excessive contamination, pest infestation, lack of parking or loading access that was not disclosed, or behaviour that creates a risk to staff or property. In such cases, any cancellation charges or incurred costs may still apply where permitted by law and by the booking terms agreed with you.
2. Payments and Charges
Charges for removal services are based on the quotation, estimate, or tariff agreed in advance, together with any additional work requested or reasonably required to complete the job. Additional charges may apply for waiting time, extra labour, long carries, parking restrictions, staircase access, heavy or awkward items, specialist packing materials, storage, same-day changes, or disposal arrangements. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. You are responsible for any parking permits, congestion charges, or access fees unless the quotation specifically includes them.
Payment terms will be confirmed at the time of booking or on the invoice. We may require a deposit, full prepayment, or payment on completion depending on the type of service and the level of risk involved. If payment is due upon completion, it must be made immediately by the agreed method unless otherwise arranged in writing. We may suspend unloading, retention of goods, or additional services until outstanding sums are paid in full to the extent allowed by law. Late payment may result in administration charges, recovery costs, or interest where permitted.
Any estimate may change if the service differs from what was originally described. This includes situations where the volume of items is greater, access is more difficult, more staff or time are needed, or the customer requests additional tasks such as dismantling furniture, wrapping items, or moving objects to extra rooms or floors. We will inform you of material changes as soon as reasonably practicable. Where possible, we will seek your approval before undertaking chargeable extras, but if immediate action is needed to protect property, prevent damage, or keep the job moving safely, you authorise us to take reasonable steps and apply corresponding charges.
Discounts, promotional rates, or special offers are only valid for the period and conditions stated. They cannot be combined unless explicitly allowed. Any invoice error must be reported promptly so that we can investigate and correct it if necessary. Failure to query an invoice within a reasonable period does not remove your right to challenge it, but early notification helps resolve matters efficiently.
3. Cancellations, Rescheduling, and Customer Changes
You may request to cancel or reschedule a booking by giving us notice as early as possible. The amount of any cancellation charge will depend on when notice is received and whether we have already allocated staff, vehicles, materials, or third-party services. If notice is given very close to the service date, or if our team has already started travelling to the job, a significant portion of the quoted price may be payable to cover time reserved and expenses incurred. Where a deposit has been paid, it may be non-refundable if stated in the booking terms or if costs have already been incurred.
If you ask us to change the service date, address, item list, or scope of work, we will try to accommodate the change where reasonably possible. However, changes are subject to availability and may affect price, timing, and resources. A rescheduled booking may be treated as a new booking if the original slot can no longer be held. We are not responsible for losses arising from your decision to change plans unless such losses arise from our breach of these terms or our negligence.
We may cancel or suspend the service if you fail to pay on time, if the site is unsafe, if the goods are not ready for collection, if access is blocked, or if your conduct makes the work impractical or unsafe. If we cancel because you have breached these terms, you may still be liable for reasonable costs already incurred. If we cancel for reasons within our control, we will either reschedule, provide a refund for unperformed services, or offer another appropriate remedy depending on the circumstances and any legal obligations that apply.
Where a move cannot proceed because the property is not ready, keys are unavailable, building access is denied, or the agreed loading area cannot be used, waiting charges may apply. If the issue prevents completion entirely, we may treat the service as cancelled by you and charge for attendance, labour, and any direct expenses incurred. Clear communication before the agreed start time helps reduce the likelihood of avoidable charges.
4. Liability and Damage
We will carry out our work with reasonable care and skill. Our liability is limited to loss or damage caused by our negligence, breach of contract, or other legal fault. We are not liable for pre-existing damage, normal wear and tear, hidden defects, inadequate packaging supplied by you, or loss arising from inaccurate instructions. You should ensure that items are adequately packed and labelled where you are responsible for packing. If you require us to pack items, our liability may still be limited where fragility, pre-existing weakness, or inherent defects are involved.
You must notify us of any damage, shortage, or other issue as soon as reasonably possible after discovery and ideally before the crew leaves the destination, so that we can inspect and record the matter. Failure to report promptly may make it harder to assess the cause and extent of any issue. Where a claim is made, we may request photographs, proof of ownership or value, and any other reasonable evidence. Any compensation will be assessed in line with applicable law, taking into account depreciation, repair value, replacement cost, and the circumstances of the loss.
Our liability does not extend to indirect or consequential losses such as missed appointments, loss of earnings, business interruption, emotional distress, or loss of future profits, unless such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded or limited. If we are found responsible for damage to an item, our preferred remedy may be repair, replacement, or a monetary payment up to the applicable limit permitted by law and the factual circumstances of the claim.
Where you ask us to move items of unusually high value, sentimental importance, antiques, jewellery, cash, documents, or irreplaceable objects, you must tell us in advance. Additional protection, specialist handling, or separate insurance may be needed. Unless we agree otherwise in writing, we do not accept responsibility for items of exceptional value that were not declared before the move. You should also keep essential documents, keys, medicines, and personal valuables with you rather than placing them in the removal load.
5. Waste Regulations and Disposal
If our service includes collection, removal, disposal, recycling, or clearing of unwanted items, all such work will be handled in compliance with applicable UK waste laws and responsible disposal practices. We may only transport or dispose of waste where we are legally permitted to do so and where the relevant materials have been accurately identified by you. You must tell us whether any items may be classed as hazardous, clinical, electrical, contaminated, sharp, or regulated in any other way. Certain items may require specialist handling, licensed facilities, or exclusion from the service altogether.
We do not accept responsibility for waste that is concealed, incorrectly described, or unlawfully mixed with other materials. It is your responsibility to ensure that no prohibited or dangerous substances are included unless we have expressly agreed in advance to manage them and have the legal capability to do so. Prohibited items may include asbestos-containing materials, chemicals, oils, fuels, gas cylinders, pressurised containers, biological waste, and certain electrical or electronic waste. Where such items are found unexpectedly, we may stop work and apply additional charges for safety, segregation, or return transport if legally possible.
Where waste is removed on your instruction, title to the waste may pass to us or to an authorised third party only where permitted and once the waste has been lawfully accepted for disposal. You confirm that any items you ask us to remove are yours to dispose of, or that you have the necessary authority to instruct their removal. We may issue or retain records, notes, or transfer information required for lawful waste handling. If we suspect illegal dumping, fly-tipping risk, or contamination, we may refuse collection or report the matter to the relevant authorities where required by law.
The customer remains responsible for ensuring that any items left behind or designated as rubbish are genuinely intended for disposal and do not contain personal documents, valuables, or restricted goods. If you later ask for recovery of an item that has already been lawfully disposed of in accordance with your instructions, we are not liable for the loss. Waste services are separate from general removal services unless clearly included in the booking confirmation.
6. General Conditions, Insurance, and Governing Law
We may use subcontractors or associated carriers to complete all or part of the service, provided that they meet appropriate standards and act under our instructions or in line with the booking agreement. Any insurance arrangements, if provided, will be subject to the specific policy terms, exclusions, and excesses in force at the time. Insurance is not a substitute for proper packing, declaration of value, or compliance with these terms. You are encouraged to check whether your own household, business, or contents insurance should be notified of the move.
We may take photographs or keep written records of items, conditions, access points, and completed work for operational, evidential, and quality-control purposes. Any personal data handled in the course of the booking will be processed in accordance with applicable data protection law and only for legitimate service-related purposes unless otherwise permitted. If any clause of these terms is found to be unlawful or unenforceable, the remaining clauses will continue in full force. A delay or failure by us to enforce a right does not waive that right.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the service, the booking, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. By using Croydon Movers, you confirm that you have read, understood, and accepted these terms and agree to cooperate in good faith so that the service can be delivered safely, lawfully, and efficiently.
In addition to the above, the customer agrees to provide reasonable access, truthful instructions, and timely decisions during the move. If third parties such as landlords, building managers, security staff, or storage operators impose rules that affect the service, you are responsible for ensuring those rules are communicated in advance. Where we act on your instructions to place items in a specific location, you accept responsibility for those instructions unless the placement is done negligently by us. These terms are intended to be comprehensive but not oppressive, and they should be read as a balanced framework for moving services, removal company terms, and UK domestic or commercial relocations.