Terms and Conditions for Acton Removals

These Terms and Conditions set out the basis on which Acton Removals provides removal, transportation, packing, storage support and related services in the UK. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. In these terms, references to “we”, “us” and “our” mean the removals provider, and references to “you” and “your” mean the customer who places the booking or any person acting on the customer’s behalf. The purpose of this document is to create clarity around the service we provide, the obligations of both parties, and the limits of liability that apply.

1. Scope of Service
We provide domestic and commercial moving services, including loading, transport, unloading, packing assistance, furniture handling, and additional support agreed in advance. The precise scope of the service will depend on the booking details, the inventory supplied, site access, and any special instructions given before the move. Unless expressly agreed otherwise, our service does not include dismantling or reassembly of specialist fixtures, electrical disconnection, plumbing work, disposal of prohibited items, or the movement of items that are unsafe, illegal, or unsuitable for transport.

2. Booking Process
A booking is usually made once the customer provides the required information and we confirm availability, pricing, and service conditions. The customer must give accurate details about the property, access conditions, volume and nature of items, timing requirements, parking limitations, and any items requiring special handling. We may provide a quote based on the information supplied and may revise that quote if the actual circumstances differ from the details provided. A booking is not confirmed until we have accepted it and, where required, received any deposit or advance payment agreed at the time of booking.

3. Customer Responsibilities
You must ensure that all information given before the move is complete and accurate. This includes declaring fragile items, high-value possessions, heavy goods, restricted access, or any item that may require specialist attention. You are responsible for obtaining any necessary permissions, permits, building access arrangements, or parking arrangements. If our team is delayed or prevented from performing the service because of inaccurate information, lack of access, or missing permissions, additional charges may apply. You must also ensure that all items are properly packed unless packing has been expressly included in the booking.

4. Quotes and Price Changes
Quotes are normally based on the details supplied at the time of enquiry and may be fixed price or hourly, depending on the type of move and the service requested. Unless stated otherwise, a quote remains valid for a limited period and may be withdrawn if not accepted in time. We reserve the right to adjust the price if the actual work differs materially from the original description, for example where there is more volume, extra labour, repeated trips, difficult access, waiting time, or additional packing materials. Any significant change will be explained where reasonably possible before the extra charge is incurred.

5. Payment Terms
Payment terms will be confirmed at the time of booking or prior to the service date. Unless otherwise agreed, any deposit paid is non-refundable except where required by law or where we cancel the service without cause. The balance must be paid in full by the time requested by us, which may be before unloading is completed or immediately after the service. We may accept payment by bank transfer, card, cash, or other agreed methods. If payment is overdue, we may charge reasonable recovery costs and interest to the extent permitted by law. Title to any goods remains with you; however, we may suspend or withhold further service until payment is received in full.

6. Cancellations and Rescheduling
If you need to cancel or change your booking, you should notify us as soon as possible. Cancellation charges may apply depending on how close to the move date the cancellation is made and whether costs have already been incurred, such as labour allocation, vehicle scheduling, or packing materials. If you reschedule, we will try to accommodate the new date, but availability cannot be guaranteed. If access is not possible on the day of the move, or if you are not ready for collection at the agreed time, this may be treated as a cancellation or a delayed service and charges may still apply. We may cancel or postpone a booking where weather, road conditions, operational issues, safety concerns, or events beyond our control make performance impractical or unsafe.

7. Waiting Time and Delays
Where our crew arrives on time but cannot begin or continue work because the property is not accessible, items are not ready, keys are unavailable, or instructions are incomplete, waiting time may be charged at the applicable rate. We are not responsible for delays caused by traffic, route disruption, severe weather, or third-party interference outside our reasonable control. We will make reasonable efforts to complete the service within the agreed timeframe, but any stated time is an estimate unless expressly guaranteed in writing. If the job must be interrupted and resumed later, additional charges may apply.

8. Customer Property and Packing Standards
You are responsible for ensuring that items are suitably packed and protected unless packing services are included. Fragile items should be packed in appropriate containers, with suitable cushioning and clear labelling. We may refuse to handle items that are badly packed, leaking, contaminated, damaged, or unsafe. We are not liable for deterioration resulting from inadequate packing by the customer. If you ask us to pack items, we will do so using reasonable care, but we cannot guarantee the condition of pre-existing weak or defective items.

9. Liability and Limitations
We will exercise reasonable care and skill in performing the service. However, our liability is limited to loss or damage caused by our negligence or breach of contract. We are not liable for loss or damage arising from events outside our control, including but not limited to fire, flood, adverse weather, theft by third parties, road accidents caused by others, acts of vandalism, strikes, or government restrictions. We are also not liable for indirect or consequential losses, such as loss of profit, missed deadlines, emotional distress, or business interruption, except where such exclusion is not permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

10. Claims for Loss or Damage
If you believe that an item has been lost or damaged during the service, you must notify us as soon as reasonably possible and in any event within a reasonable time after completion of the move. You may be asked to provide evidence, including photographs, proof of value, and a description of the item and circumstances. Where liability is accepted, we may choose to repair, replace, or compensate for the item, subject to any applicable limits. Claims may be reduced or rejected if the item was improperly packed, concealed damage existed, the item was not declared as valuable or fragile, or you failed to take reasonable steps to mitigate the loss.

11. Insurance
We maintain insurance cover appropriate to the nature of our operations, but insurance does not alter the exclusions and limits set out in these terms. It is your responsibility to ensure that any items of exceptional value are separately insured if required. If you have specific insurance requirements, you should inform us before the booking is confirmed. Any insurance claim may be subject to the insurer’s own terms, conditions, excesses, and evidence requirements.

12. Waste, Disposal and Environmental Compliance
Any waste removal or disposal service provided by us is strictly subject to applicable UK waste regulations. We will only transport, handle, or dispose of waste where it is lawful to do so and where the waste description has been accurately provided. You must not include hazardous waste, clinical waste, asbestos, chemicals, batteries, gas cylinders, electrical items requiring specialist treatment, or any other restricted material unless we have expressly agreed in writing and all legal requirements are met. If waste is misdescribed, contaminated, or mixed with prohibited items, we may refuse collection, charge additional handling costs, or return the waste to you where lawful. We may also require evidence that the waste transfer is authorised and that the material has been presented for lawful disposal. It is your responsibility to ensure that waste is segregated correctly and that no prohibited items are included unless prior arrangements have been made. We may keep records and documentation as required by law, and you agree to cooperate with reasonable compliance requests.

13. Prohibited and Restricted Items
Certain items cannot be moved or stored unless agreed in advance and permitted by law. These include items that are illegal to possess or transport, hazardous substances, live animals, perishable goods, firearms, explosives, and items requiring specialist permits. We may decline any item that appears unsafe, unstable, or likely to damage other goods or our equipment. If prohibited items are discovered after the service has started, we may stop work immediately and charge for time already spent. You are responsible for any consequences arising from non-disclosure of restricted goods.

14. Access, Parking and Property Conditions
You must ensure that suitable access is available at both collection and delivery points. This includes access routes, lift availability, stair access, parking arrangements, and any building rules that may affect the move. If parking permits, suspension bays, time-limited spaces, or access codes are required, you must arrange them unless we have specifically agreed to do so. We are not responsible for delays, additional labour, or aborted attempts caused by restricted access, blocked entrances, unsafe conditions, or inaccurate directions.

15. Storage and Third-Party Services
Where we arrange storage or use third-party services, those services may be governed by separate terms. We are not responsible for the acts or omissions of independent third parties unless required by law. If goods are placed into storage, you remain responsible for declaring any special storage needs, prohibited items, or items with unusual sensitivity to temperature, moisture, or handling. Additional charges may apply for extended storage, inventory processing, or retrieval outside standard hours.

16. Force Majeure
We will not be liable for failure or delay in performing any obligation where the failure is caused by events beyond our reasonable control. This includes extreme weather, accidents, traffic disruption, strikes, civil disorder, fire, flood, pandemic-related restrictions, equipment failure not caused by our negligence, or actions of public authorities. In such circumstances, we may suspend, reschedule, or cancel the service without liability for indirect losses. If performance becomes impossible, we will discuss a practical solution, which may include a revised schedule or cancellation of the affected booking.

17. Data and Confidentiality
Any personal information provided in connection with a booking will be handled in line with applicable data protection law. We will use customer details for administering the service, managing payments, communications, and legal compliance. We may disclose information where necessary to our staff, contractors, insurers, or professional advisers for these purposes. Both parties should treat commercially sensitive information disclosed during the booking process as confidential, except where disclosure is required by law or to carry out the service.

18. Complaints
If you are unhappy with any aspect of the service, you should raise the matter promptly so that we can investigate and, where appropriate, take reasonable steps to resolve it. Providing timely details and supporting evidence will help us assess the issue fairly. The fact that you continue to use the service or accept completion of the move does not remove your right to complain, but delay may make investigation more difficult. Any remedy offered will depend on the circumstances and the terms of this agreement.

19. Amendments
We may update or amend these Terms and Conditions from time to time. Any revised version will apply to bookings made after the date of revision unless otherwise stated. The version that applies to your booking is the version in force at the time the booking is accepted, unless a later change is required by law. No employee or representative is authorised to vary these terms unless the variation is confirmed in writing by an authorised person.

20. Governing Law and Jurisdiction
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with these terms, the booking, or the provision of services shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force. Nothing in this document is intended to affect your statutory rights as a consumer where applicable.