Stjohnswood Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Stjohnswood Removals provides removal and related moving services to customers in the UK. By making a booking, accepting a quotation, or allowing our team to commence work, you agree to be bound by these terms. They are designed to create a clear, fair, and practical framework for both parties, covering the booking process, payments, cancellations, liability, waste regulations, and the governing law that applies to our services.

For the purposes of these terms, references to ???we,??� ???us,??� and ???our??� mean Stjohnswood Removals, and references to ???you??� or ???the customer??� mean the person, company, or organisation requesting the service. These terms apply to domestic and commercial removal work, including packing, loading, transport, unloading, and any agreed ancillary services. Any special arrangements must be confirmed in writing and will prevail only if expressly agreed by us.

Unless otherwise stated in writing, a quotation is based on the information you provide at the time of enquiry. This may include details of the volume of goods, access conditions, number of floors, packing requirements, parking, distance, and any fragile, heavy, or specialist items. If the information supplied is incomplete or inaccurate, we reserve the right to revise the quotation, adjust the service, or decline the booking where the scope materially changes.

Booking Process

The Stjohnswood removals booking process begins when you request a quotation and we assess the proposed work. A booking is not confirmed until we have accepted the order and, where required, received any applicable deposit or written acceptance. We may request additional information, photographs, or an inventory before confirming the removal date. This helps ensure that the service is planned safely and efficiently.

Once the booking is confirmed, we will issue the agreed service details, which may include the date, approximate arrival window, collection and delivery addresses, services included, and any exclusions or assumptions. It is your responsibility to check these details carefully and notify us promptly of any errors. If the scope of work changes after confirmation, we may need to amend the quotation, the schedule, or both.

The customer must ensure that all access arrangements are available on the agreed date. This includes parking permissions, lift access, entry codes, building restrictions, and any other conditions that could affect loading or delivery. If delays occur because access is unavailable or restricted, additional charges may apply. We may, at our discretion, wait for a reasonable period or reschedule the service if the circumstances make completion impractical.

H3 Changes to the booking should be communicated as early as possible. We will endeavour to accommodate date changes or revised inventories, but availability cannot be guaranteed. Any change requested by the customer may affect the price or require a new assessment. Similarly, if we identify that the original quotation did not accurately reflect the service required, we may update the charges before work begins or, if necessary, during the course of the service.

We reserve the right to refuse or withdraw a booking where there are reasonable concerns about safety, legality, payment, access, or the suitability of the premises or goods. This includes circumstances where items are prohibited, excessively heavy without specialist equipment, or likely to cause damage to property or risk to our staff. In such cases, we may offer an alternative arrangement, but we are not obliged to do so.

Bookings made by telephone, email, or online request are subject to confirmation by us. No employee, driver, or subcontractor has authority to alter these terms unless expressly authorised in writing. Any verbal promise or statement that conflicts with these terms will not be binding unless confirmed by an authorised representative. The customer is responsible for ensuring that all persons connected to the move understand and comply with the agreed arrangements.

Payments and Charges

Unless otherwise agreed, charges are payable in accordance with the quotation or invoice issued by us. For removal services, we may require a deposit, part-payment, or full payment in advance, particularly for short-notice bookings, larger jobs, storage, or specialist services. The balance must be paid by the due date stated on the invoice, and we may withhold or suspend services until cleared funds are received.

Accepted payment methods may include bank transfer, debit card, credit card, or other methods we specify from time to time. Any payment fees, bank charges, or currency conversion costs imposed by your provider are your responsibility unless we agree otherwise. Where payment is made by card or online transfer, you must ensure that sufficient funds are available and that the payment details are accurate.

All prices are based on the assumptions set out in the quotation. Additional charges may apply for waiting time, extra labour, congestion caused by inaccessible premises, carrying goods over unusual distances, dismantling or reassembly not included in the original scope, packing materials, and disposal services. If the actual work exceeds the agreed specification, we may charge our standard rates or provide a revised estimate before continuing, where reasonably practicable.

Late Payment, Surcharges, and Non-Payment

If payment is overdue, we reserve the right to charge interest and reasonable recovery costs to the extent permitted by law. We may also suspend future services, retain goods where a lawful right of lien applies, or pursue recovery through appropriate legal channels. Any dispute regarding an invoice must be raised promptly and in good faith; undisputed amounts remain payable by the due date.

Discounts, promotions, or special rates are valid only for the period and conditions stated. They may be withdrawn or amended without notice for future bookings. Where a quotation has been accepted but the job is later altered by the customer, any original discount may no longer apply if the revised service falls outside the qualifying criteria.

All sums quoted are exclusive of VAT unless expressly stated otherwise. If VAT applies, it will be added at the prevailing rate. We will provide an itemised invoice or receipt where appropriate. You should retain payment records for your own accounting, insurance, or auditing purposes.

Cancellations and Rescheduling

You may cancel or reschedule a booking by notifying us as soon as possible. Cancellations made within the notice period specified in your booking confirmation may be free of charge or subject only to a modest administration fee, depending on the circumstances. Where short notice is given, or where our team has already been dispatched, prepared equipment, reserved vehicles, or incurred costs, cancellation fees may apply.

If you cancel after work has commenced, you remain liable for the portion of services already provided, together with any costs reasonably incurred up to the point of cancellation. If the move is abandoned due to your failure to provide access, instructions, or payment, we may treat this as a cancellation by the customer and charge accordingly. We will always aim to act reasonably and proportionately in assessing any cancellation charge.

If we need to cancel or reschedule due to unforeseen events, including vehicle breakdown, staff illness, severe weather, traffic disruption, or circumstances beyond our reasonable control, we will endeavour to offer an alternative date or a suitable remedy. Our liability for such cancellations is limited to the extent permitted by law, and we will not be responsible for indirect losses arising from a rescheduled service.

Liability and Customer Responsibilities

We will use reasonable care and skill when providing removal services. However, the customer remains responsible for ensuring that goods are suitably packed, labelled, and prepared unless packing has been expressly included in the service. Fragile, valuable, or sentimental items should be declared in advance, and where appropriate you should arrange separate insurance for goods of particular value.

Our liability for loss or damage is limited to direct loss caused by our negligence or breach of contract, subject to any exclusions or caps stated in the booking confirmation or invoice and to the maximum extent permitted by law. We are not liable for pre-existing damage, wear and tear, defective packaging, inherent vice, electrical or mechanical fault, or loss caused by inaccurate instructions from the customer.

The customer must remove or secure cash, documents, jewellery, passports, medicines, and other highly valuable or sensitive items before the move unless we have agreed in writing to handle them. We will not accept responsibility for the loss of such items if they are not properly disclosed or if they are left in cartons, pockets, drawers, or vehicles without our express agreement.

Where we dismantle or reassemble furniture, disconnect or reconnect items, or move appliances, such work is undertaken on the basis of the customer???s instructions and at the customer???s risk unless the task is completed negligently. You are responsible for ensuring that appliances have been properly isolated or made safe before handling unless we specifically agree to do so. We do not provide specialist electrical, gas, plumbing, or structural services unless separately contracted and lawfully permitted.

Any claim for damage, missing items, or service issues must be reported within a reasonable time after completion of the move, and in any event within the period stated in the booking documents. You must provide reasonable access for inspection and evidence, including photographs if available, so that we can investigate properly. Failure to notify us promptly may limit the remedies available to you.

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 UK law. Subject to that, we shall not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss arising from the service.

Waste Regulations, Disposal, and Prohibited Items

Where our service includes disposal, clearance, recycling, or the removal of unwanted items, the customer confirms that they are the lawful owner of the waste or have the authority to arrange its transfer. You must not ask us to remove hazardous, illegal, contaminated, or regulated materials unless we have expressly agreed to do so and have the required licences, training, and facilities. Prohibited items may include asbestos, chemicals, solvents, gas cylinders, medical waste, batteries in bulk, explosives, firearms, and items contaminated by pests or biological matter.

We operate in accordance with applicable UK waste regulations, including duties relating to the transfer, transport, and lawful disposal of waste. Where required, you may need to sign a waste transfer note or provide accurate descriptions of the items being removed. You warrant that the waste is correctly described and separated where necessary. If misleading information is provided, you may be responsible for any resulting fines, charges, or enforcement action.

We reserve the right to refuse any item that we reasonably believe is unsafe, unlawful, or unsuitable for transport or disposal. If goods are removed for recycling or disposal, ownership transfers to us or to our appointed processor only to the extent needed to lawfully manage the waste. We may choose the destination, processing method, or recycling route, provided this complies with the law and with any specific arrangement agreed with you.

Delays, Force Majeure, and Service Standards

We will make reasonable efforts to complete services on time, but arrival windows are estimates and not guarantees unless expressly stated otherwise. Delays may occur because of traffic, weather, access problems, operational issues, or events beyond our control. We are not responsible for losses arising from delay unless caused by our negligence and where such loss is recoverable under law.

If a force majeure event occurs, meaning an event outside our reasonable control that prevents or materially hinders performance, we may suspend, postpone, or cancel the affected service without liability for resulting delay or non-performance. Examples include extreme weather, road closures, industrial action, fire, flood, public disorder, government restrictions, or interruption to essential utilities or transport networks. We will communicate with you as soon as reasonably practicable.

We expect customers to treat our staff with courtesy and to provide a safe working environment. We may withdraw staff from a site where there is abuse, harassment, unsafe conditions, threats, or unlawful conduct. In such circumstances, the customer may remain liable for costs already incurred and for any additional expense required to complete or rearrange the service safely.

Data, Notices, and General Provisions

We will handle personal data in accordance with applicable UK data protection law and our internal privacy practices. Any information provided to us for the purpose of arranging or performing the removal will be used to administer the service, manage payment, and comply with legal obligations. We will not disclose your information except where necessary for service delivery, legal compliance, or enforcement of our rights.

Any notice given under these terms should be in writing and sent by the method stated in the booking documents or otherwise reasonably communicated between the parties. Notices are deemed received when actually delivered or, where sent electronically, when the sender has no reason to believe transmission failed. Telephone messages are not sufficient for formal notice unless followed by written confirmation.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. A failure or delay by us in exercising any right shall not amount to a waiver of that right. These terms, together with the accepted quotation and any written amendments, form the entire agreement between the parties regarding the services provided.

Governing Law

These Stjohnswood Removals service terms are governed by the laws of England and Wales. Any dispute or claim arising out of or in connection with these terms, the quotation, or the services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. This ensures a clear legal framework for all UK-based services covered by this document.

By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these terms and conditions. They are intended to support a professional and transparent service relationship, balancing customer convenience with legal compliance, operational safety, and fair treatment on both sides.