Bexley Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Bexley Removals provides domestic and commercial removal services, including packing support, loading, transport, unloading and related moving services. By making a booking, confirming a quotation, or allowing work to proceed, the customer agrees to these terms in full. For clarity, references to the company, we, or our mean Bexley Removals, and references to the customer, you, or your mean the person, business, or representative requesting the service.

These terms apply to all removal bookings unless a separate written agreement states otherwise. Any variation must be confirmed in writing by an authorised representative of Bexley removals. If there is any inconsistency between a quotation and these terms, the written quotation will take priority for the specific items or services described, provided it does not conflict with mandatory law.

The purpose of this document is to define what is included in the removals service, how bookings are made, when payment is due, what happens if plans change, and how liability is handled. It also explains the customer???s responsibilities regarding access, parking, packing, ownership of goods, and compliance with waste and disposal rules. Please read the full terms carefully before confirming any house removal or business move.

1. Booking Process

A booking is normally created after we provide a quotation based on the information supplied by you. That information may include the size of the property, the amount and type of goods, the presence of stairs, lifts or long carries, access restrictions, parking issues, dismantling requirements, and any special handling needs. Our quotation is based on the details you provide and may be revised if the actual work differs materially from the description supplied.

To secure a date, you may need to accept the quotation and pay any requested deposit or booking fee. A booking is only confirmed when we have acknowledged acceptance and any required initial payment has been received. Until confirmation is issued, the date remains subject to availability. If you request an amended service, such as additional packing or storage, we may issue a revised quotation before the move is finalised.

You must ensure that all information provided during booking is accurate and complete. This includes the address for collection and delivery, contact details, preferred access times, and any items that require special treatment. If you withhold relevant information, we may adjust the price, alter the staffing or vehicle allocation, or refuse to undertake unsafe or unsuitable work. Any change to the scope of the removal service should be notified as early as possible.

2. Payments and Charges

Unless otherwise agreed in writing, all charges are payable in pounds sterling. We may require a deposit to reserve the date, with the balance due before commencement, on the day of the move, or immediately upon completion, depending on the booking type and the quotation issued. For larger projects, staged payments may apply. Payment methods accepted will be confirmed in advance, and we reserve the right to refuse cash, cheques, or other methods at our discretion.

If payment is not made when due, we may suspend work, delay delivery, retain goods to the extent permitted by law, and charge reasonable costs incurred as a result of the delay. If goods are held because of non-payment, storage and redelivery charges may apply. Any bank fees, chargeback fees, or collection costs arising from failed payments or disputed transactions may also be recovered from you where legally permitted.

All quotations are based on the information available at the time and may not include unforeseen additional work, such as waiting time, extra labour, difficult access, unreported stairs, dismantling not previously specified, parking penalties, or handling of oversized or unusually heavy items. Where additional charges arise, we will normally explain the reason before carrying out the work. Final charges may differ from the initial estimate if the actual conditions or scope materially change.

3. Cancellations, Rescheduling, and Delays

You may request cancellation or rescheduling at any time, but charges may apply depending on the notice period and the costs already incurred. If you cancel a confirmed booking, any deposit may be retained as a genuine pre-estimate of our administrative and scheduling costs, unless a different arrangement has been agreed in writing. Where bespoke arrangements, labour allocation, or third-party services have already been arranged, additional charges may apply.

If you wish to change the moving date, we will do our best to accommodate the request, subject to availability. A rescheduled booking may be treated as a cancellation of the original booking if the new date cannot be offered. In the event of delays caused by your failure to be ready, lack of access, incomplete packing, or missing keys, waiting charges may apply and we may need to rearrange the move at additional cost.

We may cancel or postpone a booking where circumstances beyond our control prevent us from performing the service safely or lawfully. Examples include severe weather, road closures, vehicle breakdown, staff illness, accidents, civil disruption, or events that make access impracticable. In such cases, we will use reasonable efforts to rearrange the service, but we are not liable for losses that are indirect or consequential. This is a practical aspect of a professional removals company operating under changing conditions.

4. Customer Responsibilities

You are responsible for ensuring that the items to be moved are yours, or that you have authority to arrange their removal. You must not include illegal, dangerous, perishable, or prohibited goods without our prior written agreement. These may include hazardous chemicals, explosive materials, live animals, plants subject to restrictions, firearms, controlled substances, or any items whose transport requires specialist licensing or packaging.

You must also ensure that access to the collection and delivery addresses is available at the agreed times. This includes arranging parking permissions, providing keys or security codes where appropriate, and making us aware of any access limitations. If our team cannot safely complete the work because access is blocked or unsuitable, we may stop the job, charge waiting time, or treat the booking as failed attendance.

It is your responsibility to ensure that fragile, valuable, or sentimental items are suitably packed unless you have paid for packing services and we have confirmed that those services are included. Where you pack items yourself, we are not responsible for damage caused by poor packing, insufficient protection, overloaded cartons, or pre-existing weakness. You should keep passports, cash, jewellery, medicines, and essential personal documents with you rather than placing them in the removal load.

5. Liability and Insurance

We will take reasonable care when handling your goods and carrying out the moving services. However, liability is limited to losses or damage caused by our proven negligence or breach of contract, and only to the extent permitted by law. We are not responsible for damage arising from ordinary wear and tear, inherent defects, pre-existing damage, or items that are unstable, improperly packed, or unsuitable for transportation.

Where we provide packing materials or packing services, we will use reasonable skill and care. If you choose to pack your own belongings, you accept responsibility for the adequacy of the packaging unless the damage is directly caused by our handling. Any claim for loss or damage must be notified promptly and, where possible, before the vehicle leaves the delivery location. You may be asked to provide photographs, proof of value, purchase evidence, or an inventory to support the claim.

Our liability for any claim may be subject to the terms of our insurance policy and to statutory limitations. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded. Nothing in these terms affects your rights as a consumer under applicable law. For business customers, liability for indirect loss, lost profit, loss of goodwill, and consequential damage is excluded to the fullest extent permitted.

6. Waste Regulations and Disposal

If you ask us to remove unwanted items, packaging, or waste as part of the service, you acknowledge that waste handling is regulated and must comply with applicable UK waste laws. We may only transport, store, or dispose of waste in accordance with legal requirements and may refuse to take items that are unsafe, contaminated, unlawfully disposed of, or outside the scope of our licence or waste handling arrangements.

We may require you to separate reusable items from waste, identify materials requiring special treatment, and confirm whether items are to be donated, recycled, stored, or disposed of. You must not place hazardous waste, electrical items requiring special controls, or regulated materials into general waste unless it is lawful to do so and we have expressly agreed to handle them. If we discover prohibited waste in a load, we may remove it from the service, charge additional fees, or notify the relevant authorities where required.

Where waste removal is included, we will aim to use lawful disposal routes and maintain the required records. You agree to provide accurate information about the origin and nature of waste items. The customer remains responsible for undisclosed hazardous or regulated materials. These obligations are especially important in a house move or office clearance where mixed items may be present alongside personal goods.

7. Access, Timing, and Performance

Arrival times are estimates unless a fixed slot has been expressly agreed. We will try to attend within the scheduled window, but traffic, previous jobs, and operational issues may affect exact timing. If we are delayed, we will communicate where reasonably possible. Likewise, if you are not available at the agreed time or if the premises are not ready, additional waiting charges may be applied.

The customer must ensure that the property is adequately prepared for the move. This may include disassembling items agreed in advance, emptying drawers where required, securing loose parts, and safeguarding floors or walls if sensitive surfaces need protection. If extra preparation is needed on arrival, we may undertake it only if time and capacity allow, and extra charges may apply.

We reserve the right to refuse to move items that are unsafe, unreasonably heavy, unstable, infested, contaminated, or likely to cause damage to property or injury to persons. Our team may also decline to handle items not previously disclosed if doing so would create a risk or require additional equipment. This helps ensure a safe and efficient removals service for all parties.

8. Storage, Retention, and Uncollected Goods

If storage is included or arranged separately, it will be subject to availability and any additional written storage terms. Storage charges, access conditions, and release procedures will be explained where relevant. Goods placed into storage remain subject to these terms together with any applicable storage agreement. You must pay all storage-related fees when due.

If we are unable to deliver goods because you fail to accept delivery, provide access, or pay outstanding sums, we may store the items at your risk and expense, or make other reasonable arrangements. We may also apply administrative charges and redelivery costs. If goods remain uncollected for an extended period, we may exercise any lawful rights available to us, including recovery of costs and, where applicable, disposal or sale after the required notice period.

You should ensure that no prohibited, perishable, or time-sensitive items are left in storage unless previously agreed. We do not accept responsibility for deterioration caused by the nature of the goods themselves, inadequate packaging, or long-term storage conditions outside our control. Storage is a supplementary part of the overall Bexley Removals service and does not alter the primary rules on responsibility and payment.

9. Complaints and Claims

If you believe there has been an issue with the service, you should notify us as soon as reasonably possible with details of the concern. Prompt notification helps us investigate the matter while relevant evidence is still available. Where damage is alleged, you should preserve packaging, take photographs if possible, and avoid disposing of the affected item before inspection unless this is necessary for safety or legal reasons.

We may ask for documents supporting the claim, including proof of value, invoices, photographs, inventory lists, and a description of the circumstances. Any remedy offered will depend on the nature of the issue and our liability under these terms. Where appropriate, we may repair, replace, or compensate for proved loss, subject to the applicable limits and exclusions. A claim does not automatically entitle you to a refund of the full service fee.

The existence of a complaint does not permit you to withhold payment for undisputed sums. However, we will handle all claims fairly and in line with legal obligations. We aim to resolve issues efficiently and professionally, reflecting the standards expected of a reputable moving company.

10. Governing Law

These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the law of England and Wales. If you are a consumer, you may benefit from mandatory rights and protections that cannot be limited by contract. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force so far as permitted by law.

Any dispute arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law allows otherwise. No waiver of any term shall be effective unless stated in writing. Any delay or failure by us to enforce a term shall not prevent us from enforcing it later.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms. These service terms are intended to provide a clear and fair framework for the provision of removals and moving services, balancing operational practicality with legal compliance and reasonable customer protection.