Merton Removals Terms and Conditions

These Terms and Conditions apply to all services provided by Merton Removals and govern the relationship between us and the customer from the point of enquiry through to completion of the removal service. By making a booking, the customer agrees to these terms. The purpose of this document is to set out the basis on which our removal services, packing support, loading, transport, unloading, storage-related arrangements where agreed, and any associated labour are supplied. These terms are written for clarity and fairness and should be read carefully before confirming any booking.

In these Terms and Conditions, references to “we”, “us” and “our” mean Merton Removals, and references to “you” and “your” mean the person, business, or organisation requesting the service. If you are booking on behalf of another person, you confirm that you have authority to do so and that the person receiving the service is aware of and agrees to these terms. These terms apply unless we have agreed otherwise in writing. Any variation must be confirmed by us in writing to be valid.

We reserve the right to update these terms from time to time. The version in force at the time your booking is accepted will apply to that booking, unless a later change is required by law. Nothing in these Terms and Conditions affects your statutory rights as a consumer where applicable. Where the customer is a business, certain consumer protections may not apply, but we will still act reasonably and in good faith in relation to the service provided.

Booking Process

All bookings are subject to availability and to the details provided by the customer being accurate and complete. A quote may be given based on information supplied by telephone, email, form submission, video survey, inventory list, or an on-site assessment. Quotes are based on the understanding that access, volume, item type, parking, carrying distances, and timings are as described. If the actual service differs materially from the information provided, the final price may change. A booking is only confirmed when we accept it and, where requested, any deposit or advance payment has been received.

By requesting a Merton removals service, you confirm that you are authorised to instruct us and that all details supplied are accurate. It is your responsibility to tell us about items requiring special handling, including fragile possessions, heavy furniture, appliances, artwork, pianos, dismantling requirements, access restrictions, or items of unusually large size or weight. If we believe the work requested is unsafe or materially different from the original scope, we may refuse to carry out that element of the service or revise the quotation. We may also ask for additional information before confirming the job.

Changes to the Booking

If you need to change the date, time, collection address, delivery address, inventory, or any other significant detail, you must tell us as soon as possible. We will try to accommodate reasonable changes, but alterations are subject to availability and may affect the price. If additional labour, vehicles, packing materials, storage, waiting time, or specialist equipment are required because of a change, these may be charged separately. Any revised price will be communicated before work continues where reasonably practicable.

We may also need to make changes to the booking where operational or safety issues arise. This may include rescheduling because of severe weather, traffic disruption, vehicle issues, staff illness, unsafe access, or inaccurate information supplied by the customer. In such cases, we will seek a fair and practical solution, which may include rescheduling, substituting a suitable vehicle, or adjusting the service plan. We will not be liable for reasonable delay caused by events beyond our control, provided we take reasonable steps to minimise disruption.

Payments and Charges

Unless otherwise agreed, all prices are quoted in pounds sterling and are exclusive of any applicable taxes or charges that must be added by law. Payment terms will be set out in the quote, invoice, or booking confirmation. In many cases, a deposit may be required to secure the date, with the balance due before the move begins or immediately after completion, depending on the service arrangement. We may decline to start or continue work if payment terms are not met.

Additional charges may apply for services not included in the original quotation, such as extra stops, waiting time, parking penalties, difficult access, staircase carries, long carrying distances, packing materials, specialist lifting, dismantling and reassembly, or the disposal of items where we have agreed to provide that service. If the removal service takes longer than expected because access is delayed or because the inventory increases, extra time may be charged at the rate notified to you. All payment must be made by the methods we approve, and any bank charges imposed on us because of your payment method may be recharged to you where lawful.

Failure to pay on time may result in cancellation of the service, withholding of goods where lawful, storage of goods at your cost if applicable, and recovery action for outstanding sums. You agree to pay all reasonable costs incurred in collecting overdue payments, including legal fees and debt recovery costs where permitted by law. Where a deposit is stated to be non-refundable, this reflects the cost of reserving capacity and preparing for the job. This will be clearly identified in the booking terms at the time of confirmation.

Cancellations and Postponements

If you wish to cancel a confirmed booking, you must notify us as early as possible. Cancellation fees may apply depending on the notice period and the amount of preparation already undertaken. Where we have reserved staff, vehicles, packing resources, or specialist equipment for your removal service, we may charge a fair cancellation fee to cover our reasonable losses. If the cancellation occurs very close to the scheduled date, you may be charged a larger proportion of the agreed price.

If we need to cancel or postpone, we will make reasonable efforts to contact you promptly and arrange a new date where possible. We will not be responsible for losses arising from cancellation due to events beyond our reasonable control, including road closures, accidents, extreme weather, industrial action, emergency incidents, or legal restrictions. Where a postponement occurs for reasons within our control, we will offer an alternative date or a suitable remedy, but our liability will be limited as set out below. We recommend that you do not arrange irreversible third-party commitments until the removal is confirmed and underway.

It is your responsibility to ensure that the premises are ready on the agreed day. If we arrive and are unable to carry out the work because access is blocked, the property is not ready, the inventory is substantially different, or no authorised person is present, this may count as a late cancellation or wasted journey and may be charged accordingly. Any waiting time, aborted attempt, or extra trip caused by issues on your side may be added to the invoice.

Liability, Risk, and Insurance

We will take reasonable care when handling your belongings and property, but removals involve moving heavy and often valuable items in environments that may present inherent risks. Unless otherwise agreed in writing, you are responsible for ensuring that goods are adequately packed, labelled, and protected where self-packing has been used. We are not liable for damage caused by goods that were inadequately packed by you, except where the damage is directly caused by our negligence. If we pack the items, we will take reasonable care in the packing process.

Our liability for loss or damage is limited to direct loss that is reasonably foreseeable and caused by our proven negligence or breach of contract. We are not responsible for indirect or consequential losses, including loss of profits, missed appointments, emotional distress, or loss of opportunity, to the extent permitted by law. We are also not liable for defects, pre-existing damage, wear and tear, or hidden faults in items or properties. Any claim must be notified to us as soon as reasonably practicable and, in any event, within a reasonable time after discovery.

Access, Property Conditions, and Customer Responsibilities

You must provide safe and reasonable access to both collection and delivery locations. This includes arranging parking permissions where needed, clearing hallways where possible, and ensuring that lifts, staircases, and entry points are suitable for the items being moved. If access is restricted or parking is unavailable, we may need to carry goods longer distances or spend additional time obtaining a workable solution, which may result in extra charges. You should inform us in advance of any access problems or building restrictions.

You are responsible for securing valuables, confidential papers, cash, jewellery, passports, and other irreplaceable items unless we have specifically agreed in writing to handle them. We do not accept responsibility for items that are not disclosed in advance or that are packed by you and whose contents cannot be checked. You must also make sure that appliances are disconnected safely, that hazardous materials are not included, and that pets and children are kept away from work areas for their own safety. Any instructions you give to our team should be lawful, clear, and consistent with the agreed service.

We may refuse to move any item that appears unsafe, unlawful, excessively fragile without proper protection, contaminated, or otherwise unsuitable for transport. This includes items that are leaking, emitting fumes, infested, or likely to pose a hazard to people, vehicles, or other property. If such an item is discovered during the move, we may suspend the work until the issue is resolved or remove that item from the service scope. Any resulting delays or costs may be charged to you where reasonable.

Waste, Disposal, and Environmental Compliance

Where we offer waste removal, clearance, or disposal as part of a Merton removals service, such work will only be carried out in accordance with applicable waste regulations and only where agreed in advance. You must not ask us to remove hazardous waste, clinical waste, chemicals, asbestos, gas cylinders, oil, or any item that requires a specialist licence or disposal method unless we have expressly agreed to do so and are legally permitted to handle it. You remain responsible for declaring the nature of all waste items accurately.

We may require a description or photograph of items to be disposed of before agreeing to remove them. Once waste has been collected and legally transferred, it may not be recoverable. You acknowledge that waste transfer, reuse, recycling, and disposal are subject to legal controls, and we may need to retain records or issue documentation where required. If you have incorrectly described an item, or if an item turns out to be controlled waste that we cannot lawfully handle, we may refuse collection or charge additional costs for dealing with the issue.

Delays, Breakdowns, and Force Majeure

We will use reasonable efforts to keep to the agreed schedule, but times given are estimates unless expressly guaranteed in writing. Delays may occur due to traffic, weather, road incidents, vehicle failure, staff absence, access issues, or circumstances outside our control. Where practical, we will keep you informed of any major delay. We are not responsible for losses caused by delay unless the delay is directly caused by our negligence and results in a recoverable loss under these terms.

We are not liable for failure or delay caused by events beyond our reasonable control, including natural events, acts of government, fire, flood, epidemic, strikes, civil disorder, terrorism, or interruption of utility or transport networks. In such circumstances, our obligations are suspended for the duration of the event, and we will resume service as soon as reasonably possible. If performance becomes impossible, the affected booking may be cancelled or rearranged without further liability, subject to settlement of any sums already properly incurred.

Nothing in these terms excludes or limits liability where doing so would be unlawful. In particular, we do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded. Any clause found unenforceable will be interpreted to achieve the nearest lawful effect, and the remaining terms will continue in force.

Complaints and Claims

If you are unhappy with any aspect of our service, you should notify us promptly with enough detail for us to investigate. Claims relating to loss or damage should include photographs, a description of the item, and any relevant supporting information. You agree to give us a reasonable opportunity to inspect the issue and, where appropriate, to put matters right. We may offer repair, replacement, partial refund, or another suitable remedy depending on the circumstances and the extent of any proven liability.

Any claim will be assessed fairly and on the basis of evidence. We may request proof of ownership, proof of value, or evidence of condition before the move. Our decision-making will take into account normal wear and tear, packing method, the nature of the item, the accessibility of the property, and whether the loss or damage was avoidable. Where a third party is involved, such as a building manager or another contractor, we may need additional time to investigate responsibility.

These terms are intended to be read alongside any quotation, invoice, or written service specification. If there is any conflict between these terms and a more specific written agreement signed by both parties, the more specific written agreement will prevail to the extent of the inconsistency. No failure or delay by us in enforcing any term will amount to a waiver of that term.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services supplied by Merton Removals, are governed by the laws of England and Wales. If you are a consumer, you may benefit from mandatory rights and protections that apply in your country of residence where those rights cannot lawfully be excluded. However, the contract itself remains subject to the law stated here, to the extent permitted by applicable law.

Any dispute that cannot be resolved amicably 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 addressed quickly and proportionately. By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions and that you accept them as the basis for the service we provide.

These terms are designed to support a clear, lawful, and professional removals arrangement and may be relied upon as the service contract for each confirmed booking.