Removals Soho Service Terms and Conditions

These Terms and Conditions set out the basis on which Removals Soho provides domestic and commercial removal services, including packing support, loading, transport, unloading, and related logistics. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear understanding of the service, the respective responsibilities of both parties, and the practical limits that apply to every move. These terms should be read carefully before confirming any booking, as they form the contract between the customer and the removal provider.

For the avoidance of doubt, the terms below apply to all forms of Soho removals arranged under our service agreement, whether the move involves a small number of items, a full property clearance, or a business relocation. The wording used throughout may refer to “we”, “us”, or “our” to mean the service provider, and “you” or “the customer” to mean the person requesting the service or the party responsible for payment. Where a booking is made on behalf of another person, the person placing the booking confirms that they are authorised to do so and to accept these terms on that person’s behalf.

These terms apply in conjunction with any written quotation, booking confirmation, or agreed service schedule. If there is any conflict between these terms and a specific written agreement, the written agreement will take priority to the extent of the inconsistency. Nothing in these terms affects any rights that cannot lawfully be excluded under UK consumer law.

Booking Process

A booking for Soho removals is only confirmed once the customer has accepted a quotation, provided the required booking details, and received written confirmation from us. Quotation details may be based on information supplied by the customer, including the volume of goods, access conditions, floor levels, parking limitations, timing requirements, and any special handling needs. We reserve the right to revise a quotation if the information provided is incomplete, inaccurate, or changes before the service date.

The customer must ensure that all material facts relevant to the move are disclosed at the time of booking. This includes, without limitation, items requiring dismantling, fragile goods, oversized furniture, valuables, pianos, electrical goods, or items that may require additional labour, equipment, or vehicle capacity. If additional work is required on the day because of undisclosed circumstances, additional charges may apply. We may also decline to move items that are unsafe, prohibited, or not suitable for transport under these terms.

Any dates or time slots offered are subject to availability and may be affected by traffic, weather, or operational constraints. We will use reasonable efforts to attend at the agreed time, but time is not guaranteed unless expressly stated in writing. The customer is responsible for ensuring that the premises are ready for loading or unloading at the agreed time, including access arrangements, elevator bookings, parking permissions, and the removal of hazards that could delay the work.

Payments

Unless otherwise agreed in writing, payment is due in full on completion of the service on the day of the move. We may require a deposit, card pre-authorisation, or advance payment in order to secure the booking, particularly for larger jobs, peak periods, or services involving storage, disposal, or specialist handling. Any deposit paid may be non-refundable where permitted by law and where it reflects genuine administrative costs or lost booking capacity.

All prices are stated in pounds sterling and may be quoted exclusive or inclusive of VAT depending on the nature of the service and the applicable tax treatment. If VAT applies, it will be added at the relevant rate. The customer agrees to pay all charges arising from the booked service, including waiting time, congestion caused by access issues, parking penalties attributable to customer instructions, additional labour, packing materials, and any agreed extra services. We reserve the right to suspend or withhold performance if payment is not made when due.

If a payment is declined, reversed, or disputed without valid reason, the customer may be liable for reasonable recovery costs and administrative fees where lawful. Late payments may also attract interest and debt recovery costs as permitted by the Late Payment of Commercial Debts legislation or other applicable law, depending on whether the customer is acting as a consumer or a business.

Cancellations and Amendments

The customer may request a cancellation or amendment, but any such request must be made as soon as reasonably possible. Cancellations made more than 48 hours before the scheduled service may be eligible for a refund of amounts paid, less any non-recoverable costs or administrative charges, subject to the original booking terms. Cancellations made within 48 hours of the scheduled time may incur a cancellation charge, and cancellations on the day of the service may be charged in full where the team, vehicle, or resources have already been allocated.

If the customer wishes to change the date, time, address, or scope of work, we will use reasonable efforts to accommodate the request, but changes are subject to availability and may affect the price. A revised quotation may be issued if the amendment increases labour, transport, or handling requirements. We may also treat a major change in circumstances as a new booking. If the customer is not present, not prepared, or unable to proceed at the scheduled time, this may be treated as a cancellation or failed attendance at our discretion, subject to applicable law.

We reserve the right to cancel or reschedule a booking if circumstances beyond our reasonable control prevent us from delivering the service safely or lawfully. This includes severe weather, vehicle breakdown, staff illness, road restrictions, emergency situations, or issues relating to access or safety. In such cases, we will seek to arrange an alternative date or issue a refund for any prepaid amount relating to the undelivered portion of the service, except where the event falls within the force majeure provisions of these terms.

Liability and Customer Responsibilities

The customer must ensure that all goods are suitably packed, unless packing has been expressly included in the service. Fragile items, electronic equipment, artwork, glass, and items of sentimental value should be clearly identified, and the customer should retain copies of essential documents and data before the move. We accept no responsibility for damage arising from inadequate packing by the customer, normal wear and tear, pre-existing defects, or the inherent nature of certain items.

Our liability for loss or damage is limited to the direct loss actually caused by our proven negligence, and only to the extent permitted by law. We are not liable for indirect or consequential loss, including loss of profit, loss of opportunity, emotional distress, or business interruption, unless such liability cannot lawfully be excluded. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that may not be excluded under UK law.

Customers are responsible for securing permits, parking permissions, and access arrangements unless we have expressly agreed to arrange them. The customer must also disclose any items that are dangerous, prohibited, or require special treatment. We may refuse to move items that include but are not limited to flammable substances, explosives, illegal goods, live animals, perishable waste, asbestos, pressurised containers, or unlabelled hazardous materials. If prohibited items are discovered, we may suspend the service and charge for wasted attendance or additional handling where lawful.

Waste Regulations and Disposal

Where our service includes disposal, clearance, or removal of unwanted items, the customer acknowledges that waste handling must comply with applicable UK waste regulations. We operate on the basis that waste is transferred only in accordance with relevant duties of care, and any waste removed as part of the service must be correctly described and segregated where necessary. The customer must not place regulated waste, electrical waste, batteries, chemicals, oils, paint, gas cylinders, or similar items into general removal loads unless we have expressly agreed to handle them lawfully.

Where items are to be recycled, reused, donated, or disposed of, we may make operational decisions about the most appropriate lawful route, provided this is consistent with the service agreed. The customer remains responsible for accurately identifying any items that may be considered waste and for confirming whether any items are to be retained, removed, recycled, or destroyed. If the customer fails to disclose controlled or hazardous waste, they may be liable for any resulting costs, delays, penalties, or compliance actions arising from that failure.

We may refuse any item that in our reasonable opinion would breach waste regulations, create a health and safety risk, or require a licence, permit, or specialist disposal arrangement not covered by the booking. Where applicable, evidence of lawful disposal may be retained in our records in line with business and regulatory requirements. The customer agrees to provide any information reasonably required to support compliance with environmental and waste law.

Service Standards, Delays, and Force Majeure

We will provide the removal service with reasonable care and skill and will use appropriate equipment and competent personnel for the nature of the work agreed. However, the customer acknowledges that every removal job is affected by practical variables such as access, building rules, traffic, weather, parking, and the condition of the items being handled. We are not responsible for delays caused by factors outside our reasonable control, provided we take reasonable steps to minimise disruption.

If delays occur because the customer has not prepared the property, failed to secure access, or provided inaccurate information, we may charge for waiting time or any extra resources required. Similarly, if we are delayed due to factors beyond our control, we may adjust timings accordingly and will communicate updates where reasonably possible. No fixed completion time is guaranteed unless expressly set out in a written agreement, and any estimate is given in good faith based on the information available at the time.

Force majeure events include events beyond reasonable control such as fire, flood, strikes, public transport failure, road closures, acts of terrorism, pandemics, and government restrictions. Where such an event prevents or materially hinders performance, neither party will be liable for failure to perform during the period of delay, provided reasonable steps are taken to resume the service or agree an alternative arrangement.

Claims, Complaints, and Governing Law

If the customer believes that goods have been lost or damaged, they must notify us within a reasonable time after completion of the service and provide sufficient information to assess the claim. Any claim should include a description of the item, the nature of the loss or damage, and supporting evidence where available. We may request photographs, purchase records, repair estimates, or other documentation. Failure to report a claim promptly may affect our ability to investigate and may reduce or extinguish any entitlement to compensation where lawful.

We will review complaints in good faith and aim to resolve issues fairly and promptly. Where a remedy is appropriate, it may include repair, replacement, reimbursement, or another proportionate response depending on the circumstances and the legal rights involved. No term in this document is intended to limit statutory consumer rights. If any provision is held to be unenforceable, the remaining provisions will continue in full force and effect.

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim, except where the customer’s statutory rights provide otherwise. By proceeding with a booking for Removals Soho or any related Soho removals service, the customer confirms that they have read, understood, and accepted these Terms and Conditions.