Merton Removals Terms and Conditions

These Terms and Conditions set out the basis on which Merton Removals provides domestic and commercial moving services, including packing, loading, transport, unloading and related handling. By requesting a quote, confirming a booking or allowing our team to commence work, you agree to these terms. They are intended to create clarity around the service we provide, the responsibilities of each party, and the limits that apply to our work. This page is written in plain language and should be read carefully before you book a removal service, as different jobs may require different arrangements depending on access, timing, contents and any specialist handling needs.

These terms apply to all removals services provided by us, whether the work is arranged in advance or accepted at short notice. They also cover optional services such as packing materials, dismantling and reassembly, waiting time, storage arrangements where agreed, and disposal of non-hazardous waste where permitted by law. If any part of a quotation, booking confirmation or written agreement conflicts with these terms, the specific written agreement will apply only to the extent of that conflict. Any conditions supplied by the customer will not apply unless we expressly agree to them in writing.

We reserve the right to update these terms from time to time. The version in force at the time of booking will normally apply to that booking unless a later written variation is agreed by both parties. Customers are responsible for reviewing all booking information carefully, including the inventory, dates, addresses, access details and any declared restricted items. Accurate information helps us provide a reliable moving service and avoids delays, extra charges or service limitations.

Booking Process

All bookings are subject to availability and are not confirmed until we have accepted the job and, where required, received any deposit or initial payment. A quotation may be based on the information you provide, such as the volume of items, the nature of the property, parking arrangements, access restrictions, the need for packing or dismantling, and the expected duration of the move. If those details change, we may revise the quotation or the service plan. In some cases, we may need to carry out a pre-move assessment before confirming the final price or scheduling the team.

When you accept a quote, you must provide complete and accurate information about the items being moved. This includes any fragile, valuable, heavy, awkward or unusual items, as well as anything that may require specialist handling. You must also notify us of any stairs, lifts, narrow access points, restricted parking, time-limited access or building rules that may affect the job. If the actual conditions differ materially from what was disclosed, we may adjust the price, change the vehicle size, alter the crew composition, or, where necessary, refuse to carry out the affected part of the service.

A booking becomes binding once we have sent written confirmation, whether by email, message or another agreed method. You are responsible for checking all confirmed details immediately and reporting any errors without delay. If you request changes after confirmation, we will try to accommodate them, but changes may result in revised charges or a new appointment date. We do not guarantee the availability of a specific vehicle, crew member or time slot unless this has been expressly confirmed in writing.

Payments and Charges

Unless otherwise agreed in writing, payment is due in full on or before completion of the service. For certain jobs, we may request a deposit to secure the booking, especially where the move involves substantial labour, specialist arrangements or a high level of reserved capacity. Any deposit is non-refundable except where we cancel the booking or are unable to provide the service due to our own fault, subject to any lawful deductions already incurred. If payment is not made when due, we may suspend or stop the service and recover reasonable costs arising from late payment.

Our prices may be fixed or based on hourly rates, distance, labour time, vehicle use, waiting time, packing materials, congestion, ferry or toll charges, and other agreed extras. Where a quotation is time-based, the final charge will reflect the actual time spent providing the service, including delays caused by factors outside our control, such as poor access, missing keys, incorrect addresses or delayed building entry. Additional work requested on the day may be charged separately. Any extras authorised by you, or reasonably necessary to complete the job safely, will be added to the final invoice.

We accept payment by methods stated in the booking confirmation or invoice. If a payment is declined or reversed, you remain liable for the full amount and any associated bank or recovery fees permitted by law. Where invoicing is agreed for business customers, payment terms will be those stated on the invoice and time will be of the essence. We may charge interest on overdue sums in accordance with applicable UK law and may also recover reasonable administrative and legal costs incurred in pursuing unpaid amounts.

Cancellations, Delays and Rescheduling

You may cancel or reschedule a booking by giving us notice in writing. Cancellations made with sufficient notice may be eligible for a partial refund of any deposit, depending on the amount of preparation already undertaken and any non-recoverable costs we have incurred. If you cancel at short notice, especially on or close to the moving date, we may retain some or all of the deposit to cover lost availability, reserved labour and administration. The exact deduction will depend on the timing of the cancellation and the circumstances of the booking.

If you are delayed on the moving day, you must tell us as soon as possible. We will try to wait or rearrange where practical, but waiting time may be chargeable and prolonged delay may affect our ability to complete the service within the scheduled period. If access is unavailable, keys are not released, the property is not ready, or essential instructions are missing, we may treat the booking as delayed or cancelled. Where a move cannot proceed for reasons outside our control, we may charge for attendance, labour already provided, and any wasted journey or time.

If we need to reschedule due to vehicle failure, staff illness, severe weather, road closures or other circumstances beyond our reasonable control, we will use reasonable efforts to notify you and offer a new date or alternative arrangement. Where rescheduling is not practical, our liability will be limited to refunding sums paid for the affected service, less any reasonable costs already incurred where permitted by law. We are not responsible for consequential losses caused by a delay or change of date unless such loss arises from our negligence and is recoverable under law.

Customer Responsibilities

You are responsible for ensuring that all goods are properly packed unless packing has been expressly included in the service. Boxes should be securely closed, clearly labelled and suitable for the contents. Fragile items should be identified, and high-value items should be protected appropriately. You must arrange disconnection and reconnection of appliances, utilities or specialist equipment unless we have agreed to handle those tasks. Where dismantling or reassembly is included, this will be limited to reasonable furniture items and does not extend to complex, electrical or permanently fixed installations unless separately agreed.

You must not include prohibited items in the move, such as flammable materials, explosives, gases, corrosive substances, illegal goods, live animals, perishable goods requiring controlled conditions, or any item that may endanger the crew or vehicle. You must also tell us if any item is unusually heavy, fragile, sharp, valuable or difficult to carry. We may refuse to move items that are unsafe, unlawful or inadequately prepared, and we may charge for any time spent attempting to handle them where this was not disclosed in advance. If you ask us to move restricted items, we may require extra documentation or refuse the request entirely.

It is your responsibility to ensure that the property is ready for loading and unloading. This includes obtaining any permissions needed for parking, lift use, access gates, time slots or building entry. You should also protect floors, walls and surfaces where necessary and notify us of any delicate fixtures or known hazards. While we will take reasonable care, we are entitled to rely on the information you provide and on the assumption that the premises are reasonably safe and accessible for carrying out a standard removal service.

Liability and Insurance

We will exercise reasonable skill and care when providing our services. However, our liability is limited to loss or damage directly caused by our negligence, breach of contract or failure to exercise reasonable care and skill. We are not liable for pre-existing damage, ordinary wear and tear, damage caused by inadequate packing by the customer, or issues arising from items of unsuitable quality, unstable assembly or hidden defects. If you want us to handle valuable or delicate goods, you must declare them in advance so that the appropriate precautions can be taken.

Where we are responsible for loss or damage, our liability may be capped at the lower of the repair cost, replacement value or an amount allowed by any applicable insurance or legal limitation, except where such limitation is prohibited by law. We are not liable for indirect or consequential losses, including loss of profit, loss of opportunity, business interruption, emotional distress or any loss not reasonably foreseeable at the time of booking. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud or any other liability that cannot lawfully be excluded.

If you discover damage or missing items, you must notify us as soon as reasonably possible and in any event within a reasonable period after the move. Claims should include supporting evidence, such as photographs, item descriptions and proof of value where available. We may ask to inspect the item or the location before any repair or settlement is agreed. Failure to allow reasonable inspection may affect our ability to assess the claim. If a claim is accepted, we may choose to repair, replace or provide a cash settlement, depending on what is reasonable in the circumstances.

Waste Regulations and Disposal

Where we agree to remove unwanted items, packing waste or other materials, this will only cover non-hazardous waste and only where disposal is lawful and practical. We will comply with applicable UK waste regulations, including requirements relating to duty of care, correct transfer, and lawful disposal through appropriate facilities or licensed partners. You must tell us in advance what you want removed so we can decide whether collection is permitted and whether any additional charge applies. We may refuse to remove waste that is contaminated, unsafe, illegal to transport or unsuitable for general disposal.

Items left for disposal should be clearly identified and separated from goods being retained. Unless we expressly agree otherwise, we do not assume responsibility for the contents of bins, bags, boxes or containers marked for removal if they contain prohibited or hazardous material. You remain responsible for ensuring that anything you ask us to dispose of is legally transferable and does not breach environmental, safety or packaging laws. If we reasonably suspect that a load contains prohibited waste, we may stop the work and seek instructions, and you may be charged for the time already spent.

The customer is responsible for any fine, penalty, enforcement action or additional disposal cost arising from inaccurate description of waste, illegal contents or failure to disclose hazardous material. We reserve the right to reject any item that may expose us to environmental or legal risk. Where waste removal is arranged as part of a broader Merton removals booking, the removal of unwanted items is treated as a separate service unless the quotation states otherwise. Our acceptance of waste for transport does not mean we are accepting ownership of any item unless this is clearly agreed in writing.

Force Majeure, Complaints and Governing Law

We are not liable for delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control, including extreme weather, fire, flood, accident, strike, transport disruption, emergency restrictions, power failure, public authority action or similar events. In such cases, we will use reasonable efforts to minimise disruption and will communicate any necessary changes as soon as practicable. If the event continues for an extended period, either party may be entitled to cancel the affected booking and any refund will be limited to sums not already properly incurred.

If you have a complaint, you should raise it promptly so that we can investigate and, where appropriate, try to resolve the issue. We may request information, photographs or other evidence to understand what happened and to assess any remedy. Complaints should be handled in good faith and without interrupting payment obligations for undisputed sums. Any agreed resolution may include repair, replacement, partial refund or another reasonable solution, depending on the facts and the applicable law. Nothing in this section affects your statutory rights as a consumer.

These terms, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. If any part of these terms is found to be unlawful, invalid or unenforceable, that part will be treated as modified to the minimum extent necessary, and the remaining provisions will continue in full force. By using our UK removal services, you acknowledge that you have read, understood and accepted these Terms and Conditions.