Terms and Conditions for Ealing Movers

These Terms and Conditions set out the basis on which Ealing Movers provides moving, removal, packing, and related services to customers within the United Kingdom. By making a booking, the customer agrees to these terms in full. For the purposes of this document, references to “we”, “us”, “our”, or “the company” mean Ealing Movers, and references to “you” or “the customer” mean the person, business, or organisation requesting the service.

These terms are intended to create a clear and fair agreement for both parties. They explain how a booking is made, how prices are confirmed, when payment is due, what happens if a booking is changed or cancelled, and the limits of our responsibility. They also cover waste handling requirements, which are especially important where removals involve unwanted furniture, packing materials, or other items that may need disposal.

Please read these terms carefully before confirming any service. A booking request, whether made by phone, email, message, or through an online form, does not become binding until it has been accepted by us and, where required, a deposit or other payment has been received. By proceeding with the booking, you confirm that you have authority to enter into the agreement on behalf of all persons or businesses involved in the move.

1. Booking Process

All removals and related services are subject to availability. When you request a quote, we may ask for details including the collection and delivery addresses, the type and volume of items, access conditions, parking arrangements, any packing required, and whether the move includes fragile, bulky, or specialist items. Accurate information helps us provide a fair estimate and assign the right team and vehicle.

Quotations are normally based on the information you provide at the time of enquiry. If the details change, the quoted price may need to be revised. We reserve the right to amend the booking if the number of items, distance, access restrictions, waiting time, or service requirements differ from the original description. The customer is responsible for ensuring that all relevant information is complete and accurate before the move begins.

A booking is confirmed only when we accept the request and issue a written confirmation, which may include a service summary, an estimated or fixed charge, the date, and any special conditions. If a deposit is required, the booking may be held provisionally until the deposit has cleared. We may refuse or cancel a booking if we believe the service cannot be provided safely, lawfully, or within the agreed scope.

Customer Responsibilities Before the Move

You must ensure that the premises are ready for the agreed service time. This includes arranging access, securing parking if required, separating items that are not to be moved, and informing us of any hazards or restrictions. Where disassembly, reassembly, or specialist handling is needed, this must be disclosed in advance. The customer must also make sure that any items removed for disposal are clearly identified and that no prohibited waste is included without prior agreement.

2. Payments and Charges

Our charges may be based on an hourly rate, a fixed fee, or a combination of both, depending on the nature of the job. Prices may also include additional costs for packing materials, storage, stair carries, long carries, congestion-related delays, parking penalties, or the handling of items requiring special care. Any extra charges will be explained as far as reasonably possible before the service is carried out.

Unless agreed otherwise in writing, payment is due on completion of the service and must be made immediately by the method specified in the booking confirmation. In some cases, we may require a deposit or part-payment in advance to secure the date. Deposits are generally non-refundable where the customer cancels outside the permitted cancellation period or where costs have already been incurred for planning, materials, or reserved capacity.

All quoted and invoiced amounts are stated in pounds sterling and may be subject to VAT where applicable. If payment is not made when due, we may charge reasonable recovery costs, interest where permitted by law, and administrative fees associated with late payment. We reserve the right to suspend or withhold further services until any outstanding balance is settled in full.

Where the service is charged by time, the clock will normally start when the crew arrives at the agreed location and will end when the work is completed or the team is released by the customer, whichever is later. Delays caused by inaccurate information, lack of access, waiting for keys, traffic restrictions, or other issues outside our control may be charged as additional time if they affect the scheduled work.

3. Cancellations, Rescheduling, and No-Shows

You may request cancellation or rescheduling by giving notice as soon as possible. The treatment of cancellation fees depends on the amount of notice provided, the stage of preparation, and whether the booking was made for a fixed date with reserved staff, vehicle, or specialist equipment. Where a deposit has been taken, the amount retained will reflect our reasonable losses and costs.

If you cancel with sufficient notice, we may offer a full or partial refund of any prepaid amount, less non-recoverable expenses already incurred. If you cancel at short notice, especially once the team has been scheduled or materials purchased, we may charge a cancellation fee to cover lost time and administrative costs. If you wish to move the booking to another date, we will try to accommodate the request, but a new date cannot be guaranteed.

Failure to provide access, failure to be present at the agreed time, or failure to proceed with the move after the crew has arrived may be treated as a cancellation or a no-show. In such cases, we may charge the full or partial booked amount, plus any reasonable costs already incurred. If our team is unable to carry out the service because of incorrect information or unsafe conditions, the booking may still be chargeable.

Weather, Traffic, and Other Delays

We will take reasonable steps to perform the service on time, but we are not responsible for delays caused by severe weather, road closures, accidents, public transport disruptions, police directions, or other events beyond our control. If a delay is unavoidable, we will aim to keep the customer informed and may adjust timings accordingly. Such delays do not automatically entitle the customer to cancel without charge unless the delay becomes unreasonable and we fail to offer a suitable alternative.

4. Liability and Service Standards

We will carry out our services with reasonable care and skill. Our team will take appropriate steps to protect property and items being moved; however, moving work can involve risk, especially for heavy, fragile, valuable, or awkwardly positioned items. The customer is responsible for declaring items that are unusually delicate, expensive, irreplaceable, or vulnerable to damage, and for ensuring that any packaging is suitable for transport.

We are not liable for loss or damage arising from events outside our reasonable control, including pre-existing defects, inadequate packing by the customer, hidden faults, or damage caused by items being improperly assembled, stored, or loaded before our arrival. We are also not liable for indirect or consequential losses, such as loss of profit, missed appointments, business interruption, or emotional distress, except where liability cannot be excluded under law.

Our liability for any proven loss or damage caused by our negligence will be limited to the fair repair or replacement value of the affected item, taking into account age, condition, and depreciation, or to the relevant insurance or contractual cap, whichever applies. To help us assess any claim, the customer must notify us promptly and provide reasonable evidence, including photographs, descriptions, and, where appropriate, proof of ownership or value.

If items are packed by the customer, the customer accepts responsibility for the suitability of the packaging unless the damage is clearly caused by our handling. Where we provide packing services, we will use reasonable care in the selection and use of materials, but we cannot guarantee that fragile goods will be immune from breakage if they are inherently delicate or inadequately labelled.

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 lawfully be excluded under English law. Your statutory rights as a consumer, where applicable, are not affected.

5. Waste Regulations and Disposal

Where our service includes collection or removal of unwanted items, waste handling must comply with applicable UK waste laws and environmental requirements. We may remove general household waste, furniture, packing materials, and other agreed items, but only where the nature of the waste has been declared in advance and where lawful disposal can be arranged. We reserve the right to refuse any item that may be hazardous, contaminated, illegal to transport, or unsuitable for our standard service.

The customer must not include restricted waste unless we have expressly agreed to handle it. Restricted items may include chemicals, paints, solvents, oils, asbestos, medical waste, gas canisters, batteries, electrical goods requiring special treatment, and any materials subject to separate collection rules. If prohibited or undisclosed waste is found among the items, we may refuse the load, require its removal by the customer, or charge for additional handling and lawful disposal.

We may use licensed waste transfer and recycling routes where required. When appropriate, items may be reused, donated, recycled, or disposed of in accordance with environmental rules. Where the law requires a waste transfer note or similar record, the customer agrees to provide any necessary information and to cooperate fully with compliance checks. The customer must not instruct us to dispose of anything unlawfully or in a manner that breaches environmental regulations.

If the customer asks us to remove waste from domestic premises, commercial premises, or storage locations, we may need evidence of the waste type, volume, and source. We will not knowingly engage in fly-tipping, illegal dumping, or disposal outside authorised facilities. If the customer misdescribes waste or conceals the presence of regulated items, the customer will be responsible for all resulting costs, penalties, claims, and losses arising from that breach.

6. General Conditions

We may subcontract or delegate any part of the service to suitably qualified partners or contractors, provided that this does not materially reduce the standard of service promised to you. Any subcontractor engaged by us will be expected to follow these terms where relevant. However, the contract remains between you and Ealing Movers unless we state otherwise in writing.

Any notices given under these terms should be provided in writing using the contact method agreed at booking or another method we have accepted. If any clause is found to be invalid or unenforceable, the remaining clauses will continue in full force. A failure by either party to enforce a right on one occasion does not mean that the right has been waived for future use.

We may update these Terms and Conditions from time to time. The version in force on the date of booking will normally apply to that service, unless a later version is expressly agreed in writing. Any variation to these terms must be confirmed by us in writing to be binding. Verbal promises or informal messages will not override the written booking confirmation unless clearly stated and acknowledged by both parties.

Each party agrees to act reasonably and in good faith throughout the booking and service process. The customer should review the booking confirmation carefully and raise any questions or discrepancies before the move date. Proceeding with the service confirms acceptance of the scope, pricing basis, and conditions stated in the contract documents.

7. Governing Law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If a dispute arises, both parties should first attempt to resolve the matter informally and in a reasonable manner before starting formal proceedings.

Nothing in these terms prevents either party from seeking to resolve a complaint through alternative dispute resolution where suitable and agreed by both sides. However, unless such a process is expressly agreed in writing, the legal rights and obligations of the parties will continue to be determined by the written contract and the applicable law.

By booking with Ealing Movers, you confirm that you have read, understood, and accepted these Terms and Conditions. If you do not agree to any part of them, you should not proceed with the booking or allow the service to begin. These terms form the basis of the agreement for all standard removals, moving, and related services provided by us.