Islington Removals Terms and Conditions

These Terms and Conditions apply to all domestic and commercial removal, transport, packing, and related services provided by Islington Removals (referred to as “we”, “us”, or “our”). By making a booking, accepting a quotation, or allowing us to commence work, the customer (“you” or “the customer”) agrees to be bound by these terms. If you do not agree, you should not proceed with the service.

These terms are designed to set out the basis on which our removals service is supplied in the UK. They are intended to be fair, transparent, and consistent with applicable consumer and business law. They should be read together with any written quotation, booking confirmation, inventory, or supplementary service instructions issued for your move.

A quotation is an estimate based on the information provided by you and, where relevant, a survey or inspection. The final cost may change if the scope of work changes, access conditions differ from what was described, items are added or removed, or if additional labour, materials, or waiting time are required. We will always aim to communicate any material change as soon as reasonably practicable.

All quotations are valid for the period stated in the quotation, or if no period is stated, for 14 days from the date of issue. Acceptance of a quotation does not guarantee a fixed arrival time unless expressly stated. Any dates, times, or service windows are estimates unless we confirm otherwise in writing.

Booking process begins when you provide us with the details of your move, including the addresses, item list, access information, preferred date, and any specialist requirements. We may ask for photographs, video, or a pre-move survey to help us assess the work. Once we have reviewed the information, we will issue a quotation or confirm availability.

To secure a booking, you must accept the quotation and provide any deposit or advance payment requested. A booking is only confirmed when we issue written confirmation by email, message, or other recorded method. You must check the confirmation carefully and notify us promptly of any errors in the move date, inventory, or service details.

If you are booking on behalf of another person or business, you confirm that you have authority to do so and that all details provided are accurate. You are responsible for ensuring that the premises are ready for access on the booked day, including parking arrangements, lift reservations, permits, and any building rules that may apply. Delays caused by missing arrangements may result in additional charges.

Where packing materials, dismantling, reassembly, or storage are included, the scope of those services will be set out in the booking confirmation or quotation. We may refuse to handle items that are unsafe, illegal, overly fragile without suitable packing, or otherwise unsuitable for transport. If any item is excluded, you remain responsible for arranging alternative handling.

If we arrive and cannot complete the job because the information supplied was incomplete, access is restricted, or conditions materially differ from those agreed, we may treat the booking as a failed attendance and charge accordingly. We may also offer to continue the service subject to a revised price and timetable.

Payments and Charges

Payment terms will be stated in your quotation or booking confirmation. Unless agreed otherwise, payment is due in full on completion of the service. For larger jobs, long-distance moves, storage, or business relocations, we may request a deposit, staged payments, or advance payment for materials and third-party costs. Deposits may be non-refundable where work has been reserved specifically for you.

We accept the payment methods notified at the time of booking. Any bank charges, currency conversion fees, or third-party processing fees imposed by your provider remain your responsibility unless we say otherwise. If payment is declined, reversed, or delayed, we may suspend the service or withhold delivery until cleared funds are received.

Additional charges may apply for waiting time, stair carries, long carries, congestion, parking penalties, dismantling not included in the original scope, additional packing, storage extensions, or items not disclosed before the booking. Where possible, we will notify you before incurring extra cost, but you authorise us to act reasonably and in your interests to protect the move, property, or goods.

Unless otherwise stated, all prices are exclusive of VAT where VAT applies. Any estimate of time or labour is based on the information supplied by you and is not a fixed promise unless expressly confirmed. If the move takes longer because of access issues, traffic disruption, inaccurate inventory, or your instructions, we may increase the charge to reflect the additional time and resources used.

Cancellations and rescheduling must be made as early as possible and in writing or by another method that can be recorded. If you cancel after booking confirmation, we may retain the deposit or apply a cancellation fee to cover administration, reserved labour, and lost availability. The nearer the cancellation is to the scheduled date, the greater the likely charge will be.

If you wish to reschedule, we will use reasonable efforts to accommodate a new date, but availability cannot be guaranteed. A rescheduled move may be treated as a cancellation and new booking if the change is requested at short notice or if the original slot cannot reasonably be reallocated. Any services already started or materials already purchased remain payable.

We may cancel or postpone a booking where it is unsafe, unlawful, or impracticable to proceed, including due to severe weather, road closures, vehicle breakdown, staff illness, or circumstances outside our reasonable control. If we cancel for reasons within our control, we will offer a new date or refund any payment made for the cancelled element, subject to any work already completed.

Our liability is limited in accordance with these terms and applicable law. We will exercise reasonable care and skill in providing our Islington removals service, but we are not liable for losses caused by inaccurate information supplied by you, items not packed by us where no packing service was agreed, pre-existing defects, ordinary wear and tear, or events beyond our control.

Unless a higher level of liability has been expressly agreed in writing, our responsibility for loss or damage to goods is limited to the lesser of the market value of the item at the time of loss or the amount recoverable under any agreed contractual limit, insurance arrangement, or statutory obligation. You should notify us of any valuable, fragile, or high-risk items before the move.

Goods, Handling, and Customer Responsibilities

You are responsible for ensuring that all items are properly prepared for transport, except where packing or wrapping is part of the agreed service. This includes emptying furniture where appropriate, securing drawers or loose parts, and advising us of fragile, antique, or high-value items. We may refuse to move items that are not suitably packed or identified.

If you pack items yourself, you accept the risk of damage caused by inadequate packing, unsuitable containers, or hidden defects in the contents. We do not accept responsibility for damage to contents packed by you unless the damage is directly caused by our negligence. We may inspect items before loading and record exceptions where necessary.

It is your responsibility to remove or secure hazards such as loose wiring, unsecured pets, hazardous materials, and obstacles that may affect safe access. You must ensure that children, visitors, and unauthorised persons do not interfere with the moving process. We may stop work if we believe the environment is unsafe.

We take care to protect property, floors, walls, and furnishings where reasonably practicable, but minor marks, scuffs, or disturbance may occur during a normal move. You should notify us in advance of any surfaces that require special protection. Where additional protection is required and not included in the original quote, extra charges may apply.

Waste regulations are an important part of our service. We operate in accordance with UK environmental and waste management requirements. Any disposal, removal, or recycling of unwanted items must be expressly agreed in advance. We do not remove prohibited waste, hazardous waste, or items requiring specialist licensing unless such arrangements have been confirmed and lawful disposal can be arranged.

If we agree to remove waste or unwanted items, you confirm that you have the authority to dispose of them and that they are not contaminated, dangerous, or subject to special controls. We may request details of the waste type and may decline collection if the items pose a risk or if lawful disposal cannot be assured. All waste taken from your premises will be handled using appropriate and permitted routes.

Insurance and Claims

We maintain insurance cover appropriate to the services we provide, but this does not replace your own household, contents, business, or specialist insurance. You are responsible for arranging cover for items of exceptional value, sentimental importance, or items that may not be fully covered under standard terms. If additional insurance is available, it may be subject to separate conditions and premiums.

If you believe any item has been lost or damaged, you must notify us in writing as soon as reasonably possible and in any event within 7 days of completion of the move unless a different statutory period applies. Your notice should include a description of the item, the nature of the loss or damage, and any supporting photographs or evidence. Failure to report promptly may affect our ability to investigate.

We may inspect the item, packaging, or location before accepting liability. We will not be responsible for concealed damage not evident at the time of delivery unless you can show it was caused by our negligence. Any claim must be assessed in good faith and on the basis of reasonable evidence, repair estimates, or replacement cost where applicable.

We are not liable for indirect or consequential losses, including loss of profit, loss of business opportunity, missed appointments, emotional distress, or inconvenience, except where such exclusion is not permitted by law. 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.

Any item with pre-existing damage, weak construction, or hidden defects may deteriorate during handling even when reasonable care is used. This includes furniture that is old, previously repaired, or assembled in a way that makes it unstable. Where appropriate, we may decline to dismantle or move such items unless you accept the risk in writing.

If we lend boxes, crates, or other equipment, they remain our property unless sold to you. You must return loaned equipment promptly and in good condition, subject to fair wear and tear. Missing or damaged equipment may be charged at replacement cost.

Delays, Access, and Force Majeure

Although we will take reasonable steps to arrive on time and complete the service efficiently, we are not responsible for delays caused by traffic, parking restrictions, weather, accidents, access problems, third-party obstruction, or events beyond our reasonable control. Where a delay is foreseeable, we will attempt to notify you and adjust arrangements as fairly as possible.

If access to either property is delayed, restricted, or unavailable, waiting time may be charged at the rates stated in the quotation or, if none are stated, at a reasonable hourly rate. You must ensure keys, codes, and access permissions are available at the agreed time. If access cannot be obtained within a reasonable period, we may reschedule or cancel the move and charge for the wasted attendance.

Force majeure events include, without limitation, fire, flood, extreme weather, strikes, civil disturbance, governmental restrictions, and failure of third-party services beyond our control. In such circumstances, neither party will be in breach for non-performance or delay to the extent caused by the event, provided the affected party takes reasonable steps to minimise loss.

We may use subcontractors or agents to perform all or part of the service. Where we do so, we remain responsible for the proper performance of the agreed service subject to these terms, but not for matters outside our control or for loss caused by inaccurate information supplied by you. Subcontractors may be subject to their own operational rules, provided these do not conflict with your statutory rights.

You must not ask us to carry out unlawful acts or transport prohibited goods. We may refuse to transport items that are dangerous, illegally obtained, improperly documented, or unsuitable for vehicle transport. If prohibited items are discovered after loading has started, we may remove and return them at your expense or hand them to the relevant authority where required by law.

Any complaint or dispute should be raised promptly so we can investigate and seek an amicable solution. If a matter cannot be resolved informally, either party may rely on the applicable legal processes. These terms do not affect your statutory rights as a consumer where you are acting as an individual and not in the course of business.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, quotation, booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise.

If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy.

These terms constitute the entire agreement between you and us in relation to the service, except where supplemented by written booking notes, a signed contract, or statutory rights that cannot be excluded. We may update these terms from time to time, but the version in force at the time of your booking will apply unless a change is required by law.