Terms and Conditions for Movers Merton
These Terms and Conditions set out the basis on which Movers Merton provides removal, packing, loading, unloading, transport, and related moving services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. They are designed to make the moving process clear, fair, and efficient for both parties.
In these terms, references to “we”, “us”, or “our” mean Movers Merton, and references to “you” or “the customer” mean the person, business, or organisation booking the service. These terms apply to domestic and commercial moves unless we agree otherwise in writing. If any special arrangement is confirmed in writing and conflicts with these terms, the written arrangement will apply only to the extent stated.
Our services may include full removals, partial removals, furniture dismantling and reassembly, packing assistance, loading and unloading, storage-related transfer services, and disposal or handling of waste where permitted by law. The exact scope of each move will depend on the quotation, the inventory provided, access conditions, and any additional requests made before the date of service.
1. Booking Process
The booking process for Merton movers begins with an enquiry and a description of the items, access arrangements, dates, and any special requirements. We may provide a provisional estimate based on the information you give us. If the move is complex, we may request photographs, an inventory, or a site visit before confirming the quotation.
Once a quotation is accepted, the booking will be confirmed only when we have received the required deposit or written acceptance, depending on the arrangement stated in the quotation. A booking is not secure until we issue written confirmation. The confirmation may include the agreed date, time window, service type, team size, vehicle size, and any additional conditions.
You must ensure that all information provided at the time of booking is complete and accurate. If the inventory, access, or service requirements change, we may revise the quotation, adjust the schedule, or decline to proceed if the revised service cannot reasonably be carried out. Any change requested after confirmation is subject to availability and may incur additional charges.
2. Customer Responsibilities
You are responsible for preparing the property and items for the move unless packing or preparation has been included in the service. This includes securing valuables, removing prohibited items, defrosting fridges or freezers in advance where required, and making sure that items can be safely loaded. You must also provide clear parking access, lift access, keys, entry codes, and any permits or permissions necessary for the move.
Where packing is carried out by you, items must be packed in suitable containers and labelled accurately. Fragile, hazardous, or unusually heavy goods should be identified before the move begins. We are entitled to rely on the information you give us and may refuse to transport items that are unsafe, illegal, or not disclosed in advance.
It is your duty to be present, or to appoint a responsible representative, during loading and unloading to approve positioning, resolve questions, and sign any relevant paperwork. If you are unavailable, our team may act on reasonable instructions given by your representative, but we will not be responsible for disputes arising from unclear instructions later.
3. Charges and Payment
Our charges are based on the quotation, which may be fixed, hourly, or calculated by reference to volume, labour, distance, access, and specialist requirements. The price may include VAT where applicable, but any statement of inclusion will be made clear in the quotation. Unless stated otherwise, the quotation covers only the items and conditions described at the time of booking.
Payment terms for Movers Merton will be confirmed in the quotation or booking confirmation. We may require a deposit to reserve the date, with the balance due before the move begins, upon completion, or within a stated period afterwards if account terms have been agreed in writing. We accept payment only by the methods specified in the booking documents.
If payment is not made on time, we may suspend or cancel the service, retain the deposit where permitted, and charge reasonable costs incurred as a result of the delay. You remain responsible for any unpaid balances, administrative charges, or additional costs arising from waiting time, failed access, extra labour, storage of goods, redelivery, or return journeys caused by your breach of these terms.
4. Cancellation and Rescheduling
You may cancel or reschedule a booking by giving us written notice. The amount payable on cancellation depends on how much notice is provided and on any non-refundable costs already incurred. If cancellation is made well in advance, we may refund some or all of the deposit after deducting administrative or preparatory expenses. If cancellation occurs close to the moving date, a larger proportion of the fee may be due.
If you reschedule, we will use reasonable efforts to offer an alternative date, subject to availability. However, a booking cannot always be moved to the preferred date, especially during busy periods. Any deposit already paid may be transferred to the new date at our discretion, provided the service requirements remain substantially the same. Repeated changes may result in a revised price or a requirement for a new deposit.
We reserve the right to cancel or postpone the service if circumstances beyond our control make performance unsafe, unlawful, or impossible. This may include severe weather, road closures, vehicle breakdown, staff illness, industrial action, accidents, or inaccessible premises. In such cases, we will take reasonable steps to notify you and, where appropriate, rearrange the service. We will not be liable for losses caused by events outside our reasonable control.
5. Service Delivery and Timing
Although we aim to arrive within the agreed time window, all schedules are approximate unless we have expressly guaranteed a fixed arrival time. Delays may occur due to traffic, access problems, previous jobs overrunning, or conditions at the property. Where we foresee a material delay, we will attempt to inform you as soon as reasonably possible.
If access is delayed or the property is not ready when the team arrives, waiting time may be charged at the applicable rate. If the delay is significant, we may need to rearrange the completion of the move for another time or date. Additional labour, parking charges, tolls, and similar expenses caused by unforeseen circumstances may also be added to the final invoice where reasonable.
We will use reasonable skill and care in carrying out the service and will handle your belongings with professional attention. However, the success of the move depends on accurate information, safe access, and the condition of the items. Any change to the service requested during the move must be agreed by us and may involve extra cost.
6. Liability and Insurance
We will exercise reasonable care and skill in performing the services. If goods are lost or damaged because of our proven negligence, we may repair, replace, or pay compensation up to the limits set out in these terms and any applicable insurance arrangement. The customer is encouraged to arrange suitable insurance cover for items of particular value, sentimental importance, or fragile construction.
Our liability is limited to direct loss that is reasonably foreseeable and caused by our breach of contract or negligence. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to those exceptions, we are not liable for indirect loss, loss of profit, loss of business, loss of opportunity, or consequential loss.
We are not responsible for damage caused by items being inadequately packed, inherently fragile, structurally weak, poorly assembled, or already damaged before the move. We are also not liable for scratches, dents, or marks that arise from reasonable handling of items in normal conditions, unless the damage results from our negligence. Claims must be notified promptly and supported by evidence where reasonably possible.
7. Prohibited and Restricted Items
For safety and legal reasons, certain items may not be carried or handled unless agreed in advance and lawfully permitted. These may include hazardous substances, illegal goods, firearms, pressurised containers, asbestos, fuels, explosives, live animals, perishable goods, and items requiring specialist licensing or equipment. If such items are discovered during the move, we may refuse to transport them and may charge for any wasted attendance or additional time.
It is your responsibility to tell us in advance about any item that may require special precautions. This includes pianos, safes, fragile artwork, large aquariums, medical equipment, and items of unusually high value. We may require additional labour, specialist tools, or extra insurance terms for such items. Failure to disclose these items may invalidate any quoted price and may affect our liability.
You must not pack valuables such as cash, jewellery, passports, confidential documents, or irreplaceable items in general removal boxes unless you expressly accept the associated risk. If you ask us to transport items that are prohibited by law or unsafe to move, we may decline the request without liability and without any obligation to complete the service in that respect.
8. Waste Regulations and Disposal
Where we provide collection or disposal services, all waste handling will be carried out in accordance with applicable UK waste regulations. We will only transport, transfer, or dispose of waste where the activity is lawfully permitted and where the waste type has been correctly identified. You must tell us in advance if any items are to be treated as waste rather than retained, relocated, or recycled.
We may require evidence that the waste is from a domestic or commercial source, details of its contents, and confirmation that it does not contain hazardous materials unless expressly agreed. If we are asked to remove waste that cannot be lawfully accepted, we may refuse to collect it, amend the price, or require specialist handling. The customer remains responsible for declaring the nature of the waste accurately.
You acknowledge that waste transferred to a licensed facility may be subject to further sorting, processing, recycling, or disposal under relevant environmental law. We will not knowingly breach legal obligations relating to duty of care, carrier licensing, or disposal records. Any waste transfer note, receipt, or supporting document will be provided where appropriate, subject to the scope of the service.
9. Delays, Access, and Additional Charges
If the move is delayed due to reasons outside our control, or due to incomplete preparation by you, we may charge for additional labour time, idle time, or return visits. Examples include missing keys, blocked entrances, unbooked lifts, incorrect parking arrangements, or unreported stairs and narrow access. We may also charge for fuel, congestion, parking, congestion-related delays, and tolls where those costs are not already included in the quotation.
Where additional items are presented for moving without prior notice, or where the volume and weight of goods exceed the estimated amount, we may revise the price before continuing. If you decline the revised charge, we may complete only the agreed portion of the work or cancel the remainder of the service. Any partial performance will still be charged fairly for work already completed.
We are not obliged to dismantle or reassemble items that are unsafe, poorly constructed, or likely to be damaged by the process. We will decide, acting reasonably, whether such work can be carried out safely. If we agree to undertake the work, you accept that minor marks, cosmetic issues, or pre-existing weaknesses may become more visible.
10. Complaints and Claims
If you have a complaint about the service, you should notify us as soon as reasonably possible and provide sufficient detail for us to investigate. Any claim for loss or damage should be reported promptly after delivery, together with photographs, a description of the issue, and any supporting records. Delayed notification may make it harder to assess the circumstances and may affect the outcome.
We may inspect the affected items, review evidence, and seek a fair resolution. Depending on the circumstances, this may include repair, replacement, partial refund, or other reasonable remedy. Our decision will be based on the facts, the contract terms, and any applicable insurance arrangements. Nothing in this section limits your statutory rights where they apply.
All claims are subject to reasonable verification. We may refuse claims that are unsupported, excessive, or not connected to our actions. In assessing any claim, we may take account of age, wear and tear, pre-existing damage, packing quality, and the extent to which the customer contributed to the loss.
11. Governing Law and Jurisdiction
These terms are governed by the laws of England and Wales. If you are a consumer, you may benefit from mandatory rights under UK consumer law that cannot be limited by contract. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
Any dispute arising from or relating to the services or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. We encourage customers to raise concerns early so that they can be resolved efficiently without the need for formal proceedings.
The headings in these terms are for convenience only and do not affect interpretation. Failure by either party to enforce any right immediately does not mean that right has been waived. These terms represent the complete agreement between you and us regarding the service, unless a separate written contract states otherwise.