Terms and Conditions

Movers Merton Service Terms and Conditions

These Terms and Conditions set out the basis on which Movers Merton supplies removal and related services within the United Kingdom. By making a booking, using our services, or allowing work to commence, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below.

Customer means the person, company, or organisation that books or pays for the services.

Services means removal, transport, packing, unpacking, loading, unloading, storage handling, and any associated services we agree to provide.

Goods means all items, effects, furniture, personal belongings, or other property that we are requested to handle, transport, or store.

Contract means the agreement between Movers Merton and the Customer for the provision of Services, which incorporates these Terms and Conditions and any written quotation or booking confirmation.

2. Scope of Services

Movers Merton provides domestic and commercial removal services, including local and regional moves, packing and unpacking, loading and unloading, and, where agreed in writing, short term storage and disposal of certain items in compliance with waste regulations.

The exact scope of the Services will be stated in our quotation or booking confirmation. Any additional services requested on the day of the move or after commencement of work are subject to availability, additional charges, and agreement by Movers Merton.

3. Quotations and Pricing

Quotations are based on the information supplied by the Customer, including but not limited to property access, number of rooms, volume of Goods, special items, distance, and any restrictions such as parking or time limits.

Unless otherwise stated, quotations are exclusive of insurance for Goods in transit, parking fees, tolls, congestion charges, and charges for disposal of waste or unwanted items.

Quotations are valid for a limited time period, which will be indicated at the time of issue. If no period is specified, the quotation is valid for 30 days from the date of issue, provided that the Customer has not changed any material details of the move.

We reserve the right to adjust our charges if:

1. The move date, address, or scope of work changes.

2. Access is significantly more difficult than advised, including but not limited to additional flights of stairs, restricted parking, or long carry distances.

3. There are delays beyond our control that extend the time required to complete the work.

4. Additional items or services are requested that were not included in the original quotation.

4. Booking Process

A booking is made when the Customer accepts our quotation or otherwise confirms the instruction, and we have acknowledged the booking. Bookings may require payment of a deposit, which will be specified at the time of booking.

The Customer is responsible for ensuring that all details provided at the time of booking are accurate, including addresses, contact details, access information, parking requirements, and any special handling needs for fragile or high value items.

We may request a written confirmation of the booking details. Failure to provide required information or confirmations may result in delays or, in some cases, cancellation of the Services.

5. Payments and Charges

Unless otherwise agreed in writing, payment terms are as follows.

1. A deposit may be required to secure the booking, payable at the time the booking is confirmed.

2. The balance is payable on or before the day of the move, and in any event prior to completion of the Services.

We accept payment by methods advised at the time of booking. All charges are payable in pounds sterling.

If payment is not made when due, we may:

1. Suspend or refuse to carry out the Services.

2. Charge interest on overdue amounts at the statutory rate permitted under UK law.

3. Exercise a lien over the Goods, meaning we may retain possession of the Goods until all outstanding amounts are paid in full.

Where payment is made by a third party on behalf of the Customer, the Customer remains fully liable for all charges and obligations under the Contract.

6. Cancellations and Postponements

The Customer may cancel or postpone the booking by giving us notice. The following charges may apply, based on the time remaining before the scheduled move date.

1. More than 7 days before the move date: deposit may be refunded or transferred, subject to any reasonable administrative charge.

2. Between 3 and 7 days before the move date: we may retain the deposit and may charge a proportion of the quoted price to cover allocated resources and loss of opportunity.

3. Less than 3 days before the move date or on the day of the move: we may charge up to 100 percent of the quoted price.

If we are unable to proceed with the Services due to circumstances beyond our reasonable control, such as severe weather, road closures, accidents, or staff illness, we will endeavour to reschedule as soon as reasonably practicable. In such cases, our liability will be limited to the rescheduling of the Services or a refund of any amounts paid for Services not provided, at our discretion. We will not be liable for any consequential losses, such as loss of earnings, hotel costs, or penalties related to delays.

7. Customer Responsibilities

The Customer agrees to:

1. Ensure that all Goods are properly packed and ready for transport unless packing services have been expressly included.

2. Remove or appropriately secure cash, jewellery, important documents, and valuable items, which should not be packed with general Goods.

3. Arrange suitable parking at both collection and delivery addresses and obtain any permits or permissions required.

4. Ensure that all Goods to be moved are clearly identified and that no items are left behind unintentionally.

5. Be present or represented at the collection and delivery addresses to direct the work and confirm that the Services have been completed.

6. Comply with all relevant laws, regulations, and building rules affecting the move, including time restrictions and access limitations.

8. Goods Not Accepted for Removal

Unless agreed in writing, we do not accept the following items for removal, storage, or disposal.

1. Hazardous, flammable, or explosive materials, including gas cylinders, fuel, chemicals, and paints.

2. Perishable goods, food, or living plants and animals.

3. Illegal items or items obtained unlawfully.

4. Items of exceptional value such as jewellery, precious metals, rare artworks, collections, or important documents.

If such items are included without our knowledge, we shall not be liable for any loss, damage, or deterioration and may remove or dispose of them at the Customer's cost and risk.

9. Liability and Insurance

We will exercise reasonable care and skill in performing the Services. Our liability for loss of or damage to Goods is subject to the limitations set out in this section.

We are not liable for:

1. Loss or damage resulting from the Customer's failure to pack adequately when packing is undertaken by the Customer.

2. Loss or damage arising from inherent defects, weaknesses, or pre existing damage to Goods.

3. Normal wear and tear, minor scratches, or cosmetic damage that occurs despite reasonable care.

4. Loss of or damage to items not properly presented for removal, such as those left in drawers, cupboards, or lofts without notice.

5. Indirect or consequential losses, including loss of profits, loss of enjoyment, or emotional distress.

Where liability is accepted, our total liability for any claim or series of claims arising out of a single event shall be limited to a reasonable sum per item or per move, as specified in our quotation or other written communication. If no specific amount is stated, liability is limited to a fair and reasonable level taking into account the value of the Goods and the price paid for the Services.

The Customer is advised to obtain appropriate insurance cover for Goods in transit and storage. If optional insurance is offered by us, full terms, conditions, and exclusions will be provided separately, and such insurance will be subject to the terms of the relevant policy.

10. Delays and Access Issues

We will use reasonable efforts to adhere to agreed arrival and completion times, but timings are estimates only and not guaranteed. We are not liable for delays caused by traffic, roadworks, accidents, weather, or other circumstances beyond our control.

If we are delayed or prevented from carrying out the Services because of inadequate access, lack of parking, or other issues at the collection or delivery address that are outside our control, we may charge for waiting time or additional handling time at our standard hourly rates.

11. Waste, Disposal, and Environmental Regulations

Movers Merton operates in accordance with applicable UK waste and environmental regulations. We are not a general waste carrier and will only remove items for disposal when this service has been agreed in advance.

Where we agree to remove items for disposal:

1. We will only take items that have been clearly identified and separated from Goods that are to be moved or stored.

2. We may refuse to take items classified as hazardous waste or items that require specialist disposal.

3. We will dispose of accepted items through appropriate and lawful channels, which may include licensed waste facilities or recycling centres.

Additional charges will apply for disposal services, and these will be notified in advance where possible. The Customer confirms that they have the right to dispose of the items and will indemnify us against any claim relating to unlawful or improper disposal where the Customer has provided incorrect or misleading information.

12. Claims and Complaints

Any visible loss or damage to Goods or property must be reported to our team as soon as possible and, in any event, before completion of the Services where reasonably practicable.

All claims or complaints must be submitted in writing within a reasonable period after completion of the Services, providing full details of the issue and any supporting evidence such as photographs. Failure to notify us within a reasonable timeframe may affect our ability to investigate and may limit or extinguish any liability.

We will review any complaint promptly and aim to respond within a reasonable period. If compensation is appropriate, it will be calculated in line with the limitations set out in these Terms and Conditions and any applicable insurance arrangements.

13. Data Protection and Privacy

We will collect and process personal information about the Customer and any relevant contacts to the extent necessary to manage bookings, deliver Services, handle payments, and meet our legal obligations.

We will take reasonable steps to keep personal data secure and will not share it with third parties except where required to provide the Services, process payments, comply with legal obligations, or where the Customer has otherwise consented.

14. Termination

We may terminate the Contract or suspend the Services immediately if:

1. The Customer fails to pay any amount when due and does not remedy the failure within a reasonable period.

2. The Customer commits a serious breach of these Terms and Conditions.

3. We reasonably believe that continuing the Services would pose a risk to our staff, contractors, property, or third parties.

Upon termination, the Customer must pay for all Services provided up to the date of termination, including any additional costs incurred as a result of the termination.

15. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or their subject matter or formation, are governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

16. Amendments and General Provisions

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Contract.

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, that provision will be limited or removed to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

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

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