Waterloo Removals Terms and Conditions

These Terms and Conditions set out the basis on which Waterloo Removals provides moving, transport, packing, loading, unloading, and related services. By making a booking, the customer agrees to these terms in full. They are intended to provide a clear and fair framework for both the customer and the service provider, covering how a move is booked, how payments are handled, when cancellations may apply, what liability exists, and how waste-related obligations are managed under UK law.

In these terms, “we”, “us”, and “our” refer to Waterloo Removals, and “you” or “the customer” refers to the person, business, or organisation instructing the service. These terms apply to all removal services we supply, whether for domestic or commercial purposes, and whether the job is a full relocation, partial move, furniture transport, or a related logistical service.

We reserve the right to amend these terms from time to time. The version in force at the time of booking will normally apply to that booking unless a change is required by law or regulation. Any variation must be agreed in writing where it affects price, scope, access, or timing. Nothing in these terms affects your statutory rights under UK consumer law where those rights apply.

1. Booking Process

A booking with Waterloo Removals is usually made after the customer provides relevant details about the property, items to be moved, access conditions, dates, and any additional requirements such as packing materials, dismantling, or storage. We may request photographs, inventories, or a site visit to assess the work properly. Any quotation given is based on the information supplied at that time. If the details change, the price or schedule may also need to change.

To confirm a booking, we may require written acceptance of the quote, completion of a booking form, and/or payment of a deposit. A booking is not guaranteed until it has been confirmed by us in writing. If the move is time-sensitive or subject to access restrictions, the customer must tell us as early as possible. We will use reasonable efforts to allocate the right crew and vehicle, but all timings are estimates unless expressly agreed otherwise.

Customers must ensure that all information provided is accurate and complete. This includes the correct collection and delivery addresses, floor levels, parking arrangements, lift access, item dimensions, and any special handling requirements. If the service changes materially after the booking is confirmed, we may revise the quotation, reschedule the work, or decline to proceed if the revised circumstances make safe or lawful performance impractical.

2. Charges and Payments

Our charges may be based on hourly rates, fixed fees, volume, labour, travel time, or a combination of these. Where a quotation is provided, it will usually be valid for a stated period and may be subject to assumptions about access, parking, waiting time, and the number of staff required. Additional charges may apply if the job takes longer than expected due to delays, incomplete information, poor access, excess goods, or unsafe conditions.

Payment terms will be confirmed at the point of booking. Unless otherwise agreed, deposits are non-refundable once the booking has been secured and preparatory work has begun. The balance may be due on completion, before unloading, or by another agreed milestone. We may also require payment in advance for certain services, including long-distance work, storage, disposal, or specialist handling. All prices are quoted in pounds sterling unless stated otherwise.

Where VAT is chargeable, it will be added at the applicable rate. The customer is responsible for ensuring that payment is made on time and in full. Late payment may result in further charges, interest, suspension of services, or recovery action. Any bank or card fees charged by a payment provider remain the customer’s responsibility where permitted by law. We may refuse cash, cheque, or other methods of payment at our discretion.

3. Customer Obligations

The customer must make sure that the premises, items, and surrounding areas are ready for the move at the agreed time. This includes securing parking arrangements where possible, protecting floors or sensitive surfaces if necessary, and ensuring that all items to be moved are accessible. Unless specifically agreed, we do not accept responsibility for disconnecting utilities, removing fixed fittings, or carrying out electrical, gas, plumbing, or specialist technical work.

The customer must also ensure that items are properly packed unless packing has been included in our service. Fragile items should be clearly identified. Hazardous goods, prohibited items, and items requiring special licences or handling must not be included unless expressly agreed in advance and handled in compliance with relevant law. The customer should keep valuables, confidential papers, medications, passports, jewellery, and irreplaceable items separately and secure them personally.

Where the customer or an authorised representative is not present, we may act on instructions previously agreed in writing. However, if a decision is needed on site and no representative is available, we will use reasonable judgment but shall not be liable for resulting delays where the lack of instructions prevents safe completion. Any claims about missing or damaged items should be raised promptly in accordance with these terms.

4. Cancellations, Postponements, and Delays

Customers may request cancellation or postponement of a booking, but the amount refundable will depend on the notice given and the work already carried out. If a booking is cancelled after we have accepted it, administration charges or loss of deposit may apply. If cancellation occurs at short notice, especially where staff, vehicles, or third-party services have already been allocated, further reasonable costs may be charged to reflect actual loss.

We may cancel or suspend a booking if access is unsafe, the customer has failed to provide necessary information, payment is overdue, the property is unsuitable for safe work, or circumstances outside our control make it impossible to proceed. In such cases, we will aim to communicate promptly and may offer a revised date where practical. We are not liable for any loss caused by lawful cancellation where there is a valid operational, safety, or legal reason to do so.

If delays arise due to traffic, weather, road closures, vehicle breakdown, or other events outside our control, the timing of the service may be adjusted without this being treated as a breach of contract. We will use reasonable efforts to minimise disruption. Where waiting time is caused by the customer, access problems, or failure to be ready, we may charge for additional labour or retained vehicle time.

5. Liability and Insurance

We will take reasonable care when carrying out removal services, but our liability is limited to what is fair and lawful under UK law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law. Subject to that, we are not responsible for losses arising from pre-existing damage, wear and tear, or defects in the items themselves.

Where we are responsible for loss or damage to items while they are in our direct care, our liability will usually be limited to the lesser of the repair cost, replacement cost, or the value declared and agreed in advance, unless a higher level of cover has been specifically arranged in writing. Customers are expected to tell us in advance about high-value, antique, fragile, or unusually difficult items so that suitable precautions or cover can be considered.

We are not liable for indirect or consequential losses, including loss of earnings, missed appointments, business interruption, or emotional distress, except where such exclusion is not permitted by law. Customers should ensure that appropriate insurance is in place for items of unusual value or for circumstances where broader cover is needed. Claims must be supported by evidence, including photographs, inventories, and proof of value where relevant.

6. Waste, Disposal, and Environmental Compliance

Where Waterloo Removals provides waste removal, clearance, or disposal services, both parties must comply with applicable UK waste regulations. We will only transport, handle, and dispose of waste in a lawful manner and may refuse to remove any material that appears hazardous, contaminated, illegal, or not properly described. The customer must disclose the nature of any waste in advance so that we can determine whether the material can be taken and what controls, paperwork, or specialist handling may be required.

The customer confirms that any items handed over for disposal are theirs to dispose of, or that they have authority to arrange disposal on behalf of the owner. We may request evidence where ownership is unclear. Items that are reused, donated, recycled, or taken to licensed facilities remain subject to the applicable rules governing transfer, segregation, and traceability. We may use subcontractors or third-party facilities where lawful and appropriate.

If waste is misdescribed, contaminated, or includes prohibited substances, the customer may be charged for any resulting additional handling, return transport, cleaning, storage, or compliance costs. We may also report suspected unlawful disposal or fly-tipping concerns to the relevant authorities where required. The customer is responsible for ensuring that waste is not left in a public place or transferred to us in a way that would breach environmental or local waste requirements.

7. Access, Safety, and Prohibited Items

Safe access is essential to the performance of our service. The customer must tell us about stairs, lifts, narrow entrances, low ceilings, restricted parking, permits, or any other condition that may affect loading or unloading. If we are unable to complete the work safely because of access limitations, we may pause, reschedule, or terminate the service and charge for time already spent. We may decline to move items if there is a reasonable safety concern.

We do not accept responsibility for dismantling or reconnecting appliances unless included in the scope. Nor do we handle items that are illegal to possess, transport, or dispose of. Examples may include hazardous chemicals, explosive materials, live ammunition, counterfeit goods, or controlled substances. If such items are found among the goods, we may remove them from the job, notify the customer, and where necessary inform the authorities or relevant agencies.

Customers are responsible for ensuring that children, pets, and unauthorised persons remain clear of working areas. We may stop work if we believe the environment is unsafe or if our staff are exposed to unacceptable risk. Any loss caused by the customer’s failure to maintain a safe environment, provide proper access, or warn us of hazards will remain the customer’s responsibility.

8. Complaints and Claims

If you believe that something has gone wrong with a removal service, you should notify us as soon as reasonably possible and provide full details of the issue. Claims for damage or missing items should be supported by photographs, an inventory, and any other helpful evidence. We may request the damaged item for inspection or ask for access to the site where the issue occurred. Failing to report a problem promptly may affect our ability to investigate and resolve it.

We will review valid complaints in good faith and aim to reach a fair outcome, which may include repair, replacement, reimbursement, or another appropriate remedy. Any settlement offered will not exceed the liability limits set out in these terms unless a higher amount is required by law. We may reject claims where there is insufficient evidence, where the item was packed by the customer and damage is consistent with inadequate packing, or where the loss falls outside our responsibility.

9. Force Majeure

We are not liable for failure or delay in performing our obligations where the failure arises from events beyond our reasonable control. These may include severe weather, flooding, fire, strikes, epidemics, road closures, accidents, acts of terrorism, government restrictions, or failures of third-party services. If such an event occurs, we will try to resume the service as soon as reasonably possible, but neither party will be held responsible for the delay to the extent it is caused by the event.

If a force majeure event continues for an extended period and the booking cannot reasonably be completed, either party may be entitled to cancel the affected portion of the service. In that case, we may invoice for work already completed and for any non-recoverable costs incurred. Any refund or credit will reflect the circumstances and the services actually delivered.

10. General Provisions

Any waiver, variation, or amendment to these terms must be agreed in writing by an authorised representative of Waterloo Removals. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in force. No failure or delay in exercising any right shall operate as a waiver of that right. These terms form the entire agreement between the parties in relation to the services described, unless otherwise agreed in writing.

These terms do not create rights for any third party under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise. The customer may not assign or transfer the benefit of the contract without our written consent. We may assign or subcontract our obligations where this does not materially reduce the standard of service and where doing so is lawful.

Governing Law
These Terms and Conditions, and any dispute or claim arising from or connected with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise.

Acceptance of Terms
By proceeding with a booking, confirming instructions, or allowing work to begin, the customer acknowledges that they have read, understood, and agreed to these terms. If the customer is acting on behalf of another person or business, they warrant that they have authority to bind that person or business to these Terms and Conditions.