Archway Removals Terms and Conditions

These Terms and Conditions apply to all removals, delivery, clearance, packing, storage, and related services provided by Archway Removals ("we", "us", "our"). By booking or using our services, you agree to be bound by these terms. Please read them carefully before confirming any service request. These terms are intended to set out the basis on which Archway Removals services are delivered, including how bookings are accepted, how charges are calculated, when payments are due, what happens if a booking is cancelled, and the limits of our liability. They also explain your responsibilities under applicable waste regulations and the law that governs this agreement.

These terms apply to private customers, business customers, landlords, estate agents, and any person making a booking on behalf of another party. Unless we agree otherwise in writing, no other terms shall apply. Any variation to these terms must be confirmed by us in writing. The use of terms such as removals company, moving service, house move service, or property clearance service in our materials does not change the legal effect of these conditions.

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force. Headings are included for convenience only and do not affect interpretation. References to "you" and "your" mean the person or organisation booking the service, or the person receiving the service if different.

1. Booking Process

A booking may be made by telephone, email, online form, written instruction, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or upfront payment requested. We may provide a quotation based on the information supplied by you, including property type, access conditions, volume of goods, packing requirements, parking restrictions, number of staff required, and any special handling needs.

All quotes are based on the information available at the time and may be revised if the actual service differs from what was described. For example, additional floors, extended carrying distances, heavier items, difficult access, waiting time, incomplete packing, or extra labour may result in additional charges. It is your responsibility to provide accurate and complete information when requesting a quote. If the details you provide are incorrect or incomplete, we may amend the booking, recalculate the price, or decline the job if we cannot safely complete it on the agreed basis.

The booking will normally include the service date, approximate start time, collection and delivery locations, and any agreed extras. We will use reasonable efforts to arrive within the agreed time window, but all times are estimates unless expressly stated otherwise. Delays caused by traffic, weather, access problems, or events beyond our control do not amount to a breach of contract. You must ensure that we can access the property and that any required permissions, parking suspensions, building access arrangements, lift reservations, or site instructions are in place before the service begins.

Any items that are excluded from the service, or any special conditions that apply, should be disclosed before confirmation. This includes, without limitation, hazardous materials, high-value items, fragile antiques, pianos, safes, commercial equipment, and waste items requiring separate handling. We may refuse to move or handle items that are unsafe, illegal to transport, or likely to cause damage or injury without proper preparation or equipment.

2. Payments and Charges

Our charges may be based on hourly rates, fixed fees, mileage, volume, labour, specialist equipment, packing materials, waiting time, waste transfer costs, storage fees, or a combination of these. Unless stated otherwise, quotations are exclusive of VAT and any applicable taxes, charges, permits, congestion-related costs, tolls, or third-party fees. We reserve the right to apply a minimum charge for any booking.

Payment terms will be confirmed at the time of booking or on the invoice. For domestic removals, payment is typically due on completion unless a deposit, part-payment, or pre-authorisation has been requested. For business customers, we may agree alternative terms in writing. If payment is not received by the due date, we may charge interest and reasonable recovery costs in accordance with applicable law. We may also suspend or withhold services, retain goods where permitted by law, or decline future bookings until outstanding balances are settled.

Any deposit paid to secure the service may be non-refundable or partially non-refundable, depending on the notice given before cancellation and the costs already incurred by us. Payment for additional work requested on the day of service is due immediately unless we agree otherwise. Where the service extends beyond the original scope, the final invoice may include revised labour or material charges. You are responsible for ensuring that the payment method supplied is valid and that sufficient funds are available.

We may require identity verification, proof of address, business credentials, or advance payment where the risk profile of the booking justifies it. If a card payment is reversed, declined, or charged back without good reason, you must reimburse any resulting bank fees, administrative costs, and reasonable losses caused by the reversal. No set-off or deduction may be made unless required by law or agreed by us in writing.

3. Cancellations, Changes, and Delays

You may cancel or amend a booking by giving us notice as soon as possible. The amount of any refund, if due, will depend on the notice period, the type of service, and whether we have already incurred costs. If a booking is cancelled at short notice, we may retain the deposit or charge a cancellation fee to reflect lost time, reserved staff, equipment allocation, and other expenses. The closer the cancellation is to the service date, the less likely a refund will be available.

If you postpone the service, we will try to accommodate a new date, but availability cannot be guaranteed. A change of date may be treated as a cancellation followed by a new booking if staff, vehicles, or materials have already been committed. If we are unable to attend due to circumstances beyond our control, we may reschedule the service or refund any amounts paid for the affected portion, excluding non-recoverable costs where lawful.

We may cancel or suspend a booking if: the property is unsafe; access is not available; payment terms are not met; you provide misleading information; the items are prohibited or hazardous; or we reasonably believe the service cannot be performed safely, legally, or practically. In such cases, you may be charged for wasted attendance, loading time, or costs already incurred. We are not responsible for losses resulting from delays caused by weather, road closures, accidents, strikes, supply issues, or other events outside our reasonable control.

If you are not present, not reachable, or not ready at the agreed time, we may treat the booking as delayed or cancelled and apply reasonable charges. Any waiting time, aborted journey, or return visit may be added to the invoice. You are responsible for ensuring that all items to be moved are prepared, disconnected if necessary, and ready for safe handling unless we have agreed a packing or dismantling service in advance.

4. Liability and Responsibility

We will provide our services with reasonable care and skill. However, removals and clearance work involve inherent risks, including movement of goods, variable access conditions, and the handling of items that may already be damaged or unstable. To the fullest extent permitted by law, we are not liable for loss or damage arising from inaccurate information, inadequate packing by you, hidden defects, pre-existing wear, or items that are inherently fragile, unsuitable for transport, or not declared as delicate.

You must ensure that all furniture, appliances, electronics, ornaments, and other goods are properly prepared unless we have agreed to pack them. Items packed by you are moved at your own risk, save where damage is caused by our negligence. Where we pack items, our liability is limited to direct loss or damage caused by our failure to exercise reasonable care and skill, subject to the exclusions and limits in these terms. 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 excluded.

Unless a higher value is declared and accepted in writing before the service begins, our liability for loss or damage to goods is limited to the lower of the repair cost, replacement cost, or an amount that is reasonable in the circumstances, taking into account depreciation, age, and condition. We will not be liable for indirect or consequential losses such as loss of profit, loss of business, loss of opportunity, emotional distress, or missed deadlines, except where such limitation is prohibited by law.

You must notify us of any claim for loss or damage as soon as reasonably possible and, in any event, within a reasonable time after delivery or completion of the service. Claims should be supported by relevant evidence, including photographs, receipts, repair estimates, or other documentation reasonably requested by us. Failure to raise a claim promptly may affect our ability to investigate and may limit any remedy available. We may inspect any affected item before repairs or disposal take place.

5. Goods, Packing, and Customer Obligations

You are responsible for securing loose items, emptying drawers where appropriate, disconnecting appliances, and removing personal data, valuables, cash, jewellery, and sensitive documents before the service begins, unless we have expressly agreed to do this. We do not accept responsibility for items left inside furniture, containers, or appliances unless we were specifically informed and agreed in writing to inspect or remove them.

If we supply packing materials, crates, labels, or protective coverings, these remain either our property or are chargeable consumables, as applicable. You must not misuse these items or use them in a way that creates safety risks. Any instructions given by our team regarding loading order, access routes, health and safety, or item placement must be followed. If you or any third party interferes with safe loading or unloading, we may refuse to continue until the issue is resolved.

Where we store goods temporarily, whether before delivery or during a staged move, you must ensure that any restricted, perishable, or prohibited items are not included. You remain responsible for confirming insurance requirements for stored items unless we have separately agreed storage cover. We may, at our discretion, open containers or inspect items if necessary for safety, legality, or compliance reasons.

6. Waste Regulations and Clearances

Where our service includes removal of unwanted items, rubbish, or property clearance waste, you confirm that you are authorised to dispose of those items and that they are not subject to retention, ownership disputes, or legal restrictions. We operate in accordance with applicable UK waste regulations and will only carry, transfer, or dispose of waste where it is lawful and properly recorded. You must not ask us to remove items that are hazardous, infectious, explosive, or otherwise prohibited unless we have explicitly agreed and the law permits it.

Waste removed from your property may be classified, sorted, transported, or transferred to a licensed facility or authorised waste handler. You agree to provide accurate descriptions of the waste so that it can be managed appropriately. If waste is mixed, contaminated, or misdescribed, additional charges may apply and we may refuse collection. You must not place batteries, chemicals, asbestos, paint, fuel, medical waste, gas cylinders, tyres, or electrical waste into general rubbish unless lawful and pre-approved by us. Any breach of waste laws, environmental obligations, or duty-of-care requirements may result in the booking being stopped and the matter reported where required by law.

For clearance jobs, you are responsible for ensuring that any items you wish to keep have been clearly separated and identified before we begin. We are not liable for the removal of items that were not clearly marked, isolated, or otherwise identified as excluded from the clearance. If a dispute arises about ownership after items have been lawfully removed, we may rely on the instructions provided to us at the time of collection. We may also refuse to remove goods that appear to be stolen, abandoned in suspicious circumstances, or subject to court orders or other restrictions.

Where required, you must sign any waste transfer note, inventory, or completion record we provide. These records may be kept for compliance purposes. Failure to cooperate with compliance checks, site access controls, or lawful disposal procedures may delay completion or result in additional charges.

7. Insurance, Force Majeure, and General Terms

We may hold insurance appropriate to the nature of our business, but insurance does not extend our liability beyond what is stated in these terms. It is your responsibility to consider whether additional cover is required for high-value items, unusual goods, or storage arrangements. Unless we expressly agree to insure a declared item for a stated value, you should not assume that full replacement cover applies. Any insurance-related claim will be subject to the insurer's conditions and our own reasonable investigation.

We shall not be in breach of contract where failure or delay is caused by an event beyond our reasonable control, including severe weather, accidents, fire, flood, strikes, labour shortages, vehicle breakdown, supplier failure, civil disturbance, public health restrictions, or legal compliance issues. Where such an event occurs, we may postpone, adapt, or cancel the service as necessary and will act reasonably in the circumstances.

No waiver by us of any breach shall be deemed a waiver of any subsequent breach. If you are a consumer, nothing in these terms affects your statutory rights. If you are a business customer, you confirm that you have authority to bind the organisation and that any purchase order or internal approval process does not override these terms unless we agree in writing. We may assign, subcontract, or otherwise arrange for parts of the service to be performed by suitably qualified third parties, while remaining responsible for the standard of our own performance.

Any notices under these terms may be given by email or by another reasonable written method. If any claim or dispute arises, both parties should first try to resolve it in good faith. If a matter cannot be resolved informally, the provisions below on governing law and jurisdiction will apply.

8. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except that consumers resident in Scotland or Northern Ireland may also have rights to bring proceedings in their local courts where those rights cannot be excluded by law.

By booking or using an Archway Removals service, you acknowledge that you have read, understood, and agreed to these terms. They form the entire agreement between the parties regarding the services described, subject only to any written amendments signed or otherwise confirmed by us. If you do not agree to these terms, you should not proceed with the booking or allow the service to commence.