Stockwell Movers Service Terms and Conditions

These Service Terms and Conditions govern the provision of removal, relocation, loading, unloading, packing, and related moving services supplied by Stockwell Movers (referred to in these terms as “we”, “us”, or “our”). By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before using our Stockwell moving service, as they set out your rights and responsibilities as well as ours.

These terms apply to all domestic and commercial services provided by us, including local moves, single-item transport, furniture handling, specialist lifting, packing support, and associated labour. They are intended to create a clear understanding of what is included in the service, how bookings are made, how charges are calculated, and what happens if circumstances change. Nothing in these terms affects any rights you may have under applicable consumer law.

If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue in full force and effect. We may update these terms from time to time, and the version in force at the time your booking is accepted will apply to your service. Any variation agreed between us in writing will take priority over these standard terms to the extent of that variation.

1. Booking Process

To arrange a removal or related service, you must provide accurate and complete information about the items to be moved, the collection and delivery addresses, access conditions, parking restrictions, stairs, lifts, timing requirements, and any special handling needs. Our quotation is based on the information provided by you. If information is incomplete or inaccurate, we reserve the right to revise the quotation, amend the schedule, or refuse the booking if the service cannot reasonably be delivered as planned.

A booking is only confirmed once we have accepted your request, agreed the scope of work, and received any required deposit or advance payment. Until confirmation is issued, any quotation remains an invitation to proceed rather than a binding commitment. We may ask for photographs, item lists, or further details to help us assess the job accurately and assign suitable vehicle size, staffing, and equipment for your moving service.

Where we provide an estimated time or date, this is offered in good faith but may be affected by traffic, weather, access issues, delays at previous jobs, or circumstances outside our control. We will use reasonable efforts to attend within the agreed window, but exact arrival times cannot be guaranteed unless expressly stated in writing. You should ensure that someone authorised to confirm the work is present at both the collection and delivery locations, or otherwise available by prior arrangement.

2. Customer Duties Before the Move

You must ensure that all items are ready for transport at the agreed time unless we have specifically agreed a packing or preparation service. Fragile, valuable, or specially protected items should be clearly identified in advance. You are responsible for safeguarding documents, jewellery, cash, passports, keys, and other personal possessions that you choose not to place into our care.

Where disassembly, wrapping, or packing is required, you should tell us in advance which tasks you expect us to perform. We will not be responsible for damage caused by items being inadequately packed by you, or by normal wear, pre-existing weakness, or unsuitable packaging supplied by you. If we believe an item is too fragile, too heavy, or too hazardous to move safely, we may decline to handle it unless suitable arrangements are agreed.

You must also ensure that access routes are clear and safe. This includes making sure hallways, driveways, stairwells, lift areas, and loading zones are unobstructed. If we are prevented from carrying out the work because of access problems, missing permissions, or delays caused by you or your representative, additional waiting time, re-attendance charges, or cancellation charges may apply in accordance with these terms.

3. Payments and Charges

Unless agreed otherwise in writing, charges are based on the quotation provided, the services actually supplied, the time spent, the number of staff required, vehicle use, and any additional materials or special equipment used. Quoted prices may be fixed, hourly, or a combination of both. If the actual job differs from the description originally provided, we may adjust the price fairly to reflect the extra work, waiting time, or resources required.

Payment terms will be stated at the time of booking. In many cases, a deposit or advance payment is required to secure the date, with the balance due on completion or immediately before unloading, depending on the agreed service. We accept payment by approved methods only. You are responsible for ensuring cleared funds are available when payment falls due. Any bank charges, chargeback fees, or failed payment costs caused by your payment provider may be passed on to you where permitted by law.

Unless stated otherwise, all prices are quoted exclusive of VAT or inclusive of VAT as specifically indicated in the quotation. If VAT applies, it will be shown at the prevailing rate. Additional charges may apply for parking permits, congestion-related expenses, long carries, multiple flights of stairs, out-of-hours work, extra stops, storage, or waste handling. We will explain any foreseeable extras where reasonably possible, but some charges may only become apparent during the move.

If you fail to pay any amount due, we may suspend further work, withhold delivery, or pursue recovery of the outstanding balance together with reasonable enforcement costs and interest where lawful. Title to any goods or materials supplied by us remains with us until full payment has been received. Payment disputes should be raised promptly and in good faith so that we may investigate and, where appropriate, correct any error.

4. Cancellations, Rescheduling, and Delays

You may request cancellation or rescheduling of your booking by giving us notice as early as possible. Because dates are reserved specifically for you, cancellation charges may apply depending on how much notice is given and whether any preparatory work has already been undertaken. The closer the cancellation is to the agreed move date, the more likely it is that part or all of the service fee will remain payable.

If you need to reschedule, we will use reasonable efforts to accommodate a new date subject to availability. However, a different rate may apply if the new service requires more staff, a larger vehicle, or revised timing. Where we are forced to wait because of circumstances within your control, we may charge for idle time, extra labour, or a wasted journey. If access is impossible or unsafe on arrival, the appointment may be treated as cancelled by you.

We may cancel or postpone the service if we are unable to perform it safely, lawfully, or practically, including where weather, road closures, vehicle breakdown, staff illness, or site conditions make performance unreasonable. In such cases, we will contact you as soon as reasonably practicable and may offer an alternative date or a refund of any prepaid amount for work not performed. We are not responsible for indirect losses arising from a cancellation or delay caused by events beyond our control.

5. Liability and Risk

We will exercise reasonable care and skill in providing our services. However, our liability is limited to losses caused directly by our negligence or breach of contract, and only to the extent permitted by law. We are not responsible for losses arising from inaccurate information provided by you, hidden defects, inadequate packing, pre-existing damage, or your failure to follow reasonable instructions given by our team.

Where we handle goods, risk passes in accordance with the service agreed and the circumstances of the move. You should inspect items at the earliest practical opportunity after delivery and report any apparent damage promptly. Claims for loss or damage should be made as soon as reasonably possible and supported by evidence such as photographs, inventory details, and proof of value. Failure to notify us promptly may affect our ability to investigate fully.

Our liability for ordinary household or office items is limited to repair, replacement, or reasonable compensation up to the amount agreed in the quotation or the applicable legal limit, whichever is lower, unless a higher level of protection has been agreed in writing and paid for. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under English law.

6. Waste, Disposal, and Environmental Rules

Where our service includes removal of unwanted goods, packing materials, or general waste, you must tell us in advance exactly what is to be taken away. We will only transport and dispose of items that are lawful for us to handle. You remain responsible for declaring any hazardous, restricted, or unusual waste items, and for ensuring they are separated from general household or office waste unless we expressly agree otherwise.

Waste handling will be carried out in accordance with applicable UK waste regulations and duty-of-care requirements. This means materials must be transferred, stored, and disposed of only through appropriate lawful channels. We may refuse to collect certain items, including but not limited to chemicals, asbestos, gas canisters, batteries, clinical waste, and other controlled substances, unless we have expressly agreed to do so and are legally authorised to handle them. Any undeclared prohibited waste may be left behind or returned at your expense.

You warrant that any waste or items handed over for disposal belong to you or that you have authority to arrange their removal. If specific documentation, segregation, or disposal instructions are required by law, you must provide them before the service begins. If your instructions cause us to breach any legal duty, we may terminate the relevant part of the service immediately and may pass on any reasonable costs, penalties, or remedial expenses arising from inaccurate or unlawful instructions.

7. Items We May Refuse to Move

For safety, legal, or operational reasons, we may refuse to move items that are dangerous, illegal, excessively valuable without prior declaration, or too large or heavy for safe handling with the resources agreed. This includes items that could cause injury, damage vehicles, breach transport rules, or create a risk to property or the environment. If an item is refused, we may continue with the remainder of the job where practical, subject to adjustment of the fee.

You are responsible for informing us of any special risks, including sharp edges, unstable contents, leaks, pests, or structural issues at the property. We may refuse to proceed if the conditions at the site are unsafe for our team or for your goods. In such circumstances, our decision will be based on health and safety, legal compliance, and reasonable operational judgment. Refusal to handle a particular item does not necessarily amount to a breach of contract.

8. Storage, Waiting Time, and Third-Party Services

If temporary storage, redelivery, or staged delivery is agreed, separate terms may apply, including additional handling charges and storage fees. Goods placed into storage remain subject to these terms unless replaced by a more specific written storage agreement. We are not responsible for deterioration caused by the nature of the items, inadequate packaging, or conditions beyond our reasonable control while in storage or awaiting delivery instructions.

Where the move requires services from third parties, such as building management, lifts, parking attendants, security staff, or permit authorities, you are responsible for obtaining the necessary permission unless we expressly agree to do so. Any delay, fee, or restriction created by a third party may result in extra charges or altered timing. We are not liable for the acts or omissions of third parties outside our control, although we will use reasonable efforts to minimise disruption.

If you ask us to wait, return later, or split the service over multiple trips, we may charge for the additional time and mileage involved. If delivery cannot be completed because instructions are missing or access is unavailable, we may place the goods into secure storage at your risk and expense, or return them to a location agreed with you, subject to further charges. We will act reasonably in choosing the most practical option available.

9. Complaints, Law, and Final Provisions

If you have a concern about the service, you should tell us as soon as possible so that we can investigate and attempt to resolve the matter promptly. Any complaint should include enough detail for us to identify the booking, the issue raised, and the outcome you seek. We encourage early communication because many issues can be resolved efficiently by checking records, reviewing photographs, or clarifying the agreed scope of work.

These terms are governed by the laws of England and Wales, and any dispute arising from or connected with them will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If you are contracting as a consumer, you will retain any legal rights that cannot be excluded by contract. Nothing in these terms is intended to remove such rights.

These terms, together with the quotation and any written variation agreed between us, form the entire agreement between the parties regarding the services supplied. If we do not enforce a particular right or remedy immediately, that does not mean we have waived it. A person who is not a party to these terms has no right to enforce them under the Contracts (Rights of Third Parties) Act 1999. By proceeding with a booking, you confirm that you have read and understood these Stockwell Movers terms and agree to comply with them.