Lewisham Removals Service Terms and Conditions

These terms and conditions set out the basis on which Lewisham Removals provides domestic and commercial moving services, including packing support, loading, transport, unloading, and related handling services. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions are intended to clarify responsibilities on both sides, reduce misunderstandings, and ensure that every removal service is delivered in a safe, lawful, and organised manner.

In these terms, references to “we,” “us,” and “our” mean Lewisham Removals, and references to “you” or “the customer” mean the person, business, landlord, tenant, or authorised representative arranging the service. These terms apply to all quotations, bookings, and services unless we agree otherwise in writing. Where a separate written agreement exists, that agreement may supplement these terms, but any changes must be confirmed in writing to be valid.

We reserve the right to update these terms from time to time to reflect operational changes, legal obligations, or improvements to our services. The version applicable to your booking will be the version in force at the time the booking is confirmed, unless a later version is expressly agreed. Nothing in these terms affects your statutory rights as a consumer where those rights cannot lawfully be excluded or limited.

1. Booking Process

A booking for house removals, office relocations, single-item transport, or any other removal-related service is not confirmed until we have accepted it in writing, by email, text message, booking form, or another agreed method. A quotation is an estimate based on the information supplied by the customer and may be revised if the scope of work changes, access conditions differ from the information provided, or additional items are discovered on the day.

When requesting a quotation, you must provide accurate and complete information, including the volume and nature of the goods, collection and delivery addresses, access restrictions, parking conditions, floor levels, lift availability, and any items requiring special handling. Any omission, misdescription, or late change may affect the price, the vehicle required, the number of staff needed, or the scheduled completion time. We will use reasonable efforts to accommodate changes, but we are not obliged to do so if doing so would be unsafe, unlawful, or impractical.

On the day of the move, you or your authorised representative must be present, or otherwise reachable, to confirm instructions, identify items, and approve any necessary decisions. If no one is available to provide access or instructions, we may delay the start, rearrange the service, or treat the booking as cancelled by the customer. Any delay caused by incomplete access, incorrect information, or absence of the customer may result in additional charges.

2. Payments and Charges

The price for our removal services will be set out in the quotation or booking confirmation, together with any assumptions on which that price is based. Unless stated otherwise, quotations are exclusive of parking charges, congestion-related charges, waiting time, congestion re-routing, specialist equipment, storage, disposal fees, and any additional services requested after booking. We will always aim to be transparent about costs before proceeding with chargeable extras.

Payment terms will be confirmed at the time of booking. In many cases, a deposit may be required to secure the date, and the balance may be due before work begins, on completion, or within another agreed period. We accept payment only by the methods we specify. If a payment is declined, reversed, delayed, or disputed, we may suspend or withhold services until the issue is resolved. You remain responsible for all agreed charges even if a third party has agreed to pay on your behalf and fails to do so.

If the actual service differs from the original scope, we may apply a fair adjustment to reflect additional labour, time, mileage, access difficulty, packing materials, waiting time, or specialist handling. Any such adjustment will be based on reasonable commercial rates. Where a customer disputes a charge, the undisputed amount must still be paid on time. Interest and recovery costs may be applied to overdue sums to the extent permitted by law.

3. Cancellations, Rescheduling, and Delays

Customers may cancel or reschedule a booking by giving notice as early as possible. The amount of any cancellation charge will depend on the notice period, the resources already allocated, and whether the booking involved reserved vehicles, crews, or third-party services. If a cancellation is made at short notice, a proportion of the agreed price may be retained or charged to cover direct losses and administration. Any deposit may be non-refundable where this was made clear at the time of booking.

If you need to change the moving date, we will try to accommodate your request, but availability cannot be guaranteed. Rebooking may require a revised quotation, particularly where peak periods, staffing, or route planning are affected. We are not liable for costs arising from your own changes, including temporary accommodation, storage arrangements, utility transfers, or lost bookings with other suppliers, unless those costs were caused by our proven breach of contract.

Where circumstances beyond our reasonable control affect the service, including severe weather, traffic disruption, road closures, accidents, security restrictions, illness, industrial action, or vehicle breakdown, we may delay, suspend, or reschedule the job. Such events are treated as force majeure and do not make us responsible for indirect losses. We will use reasonable efforts to reduce disruption and complete the service as soon as practicable.

4. Customer Responsibilities

You are responsible for ensuring that the premises are ready for the move and that the items to be moved are clearly identified, accessible, and packed appropriately unless packing has been included in our service. Fragile goods should be packed in suitable containers, and dangerous, prohibited, or restricted items must not be included unless we have expressly agreed in advance and doing so is lawful. You must also ensure that items of exceptional value are declared before the move.

We may refuse to move items that are unsafe, illegal, improperly packaged, contaminated, or likely to cause damage to property, vehicles, or other goods. This includes, for example, flammable materials, explosives, corrosive substances, firearms, live animals, plants subject to restriction, and items contaminated by mould, pests, or waste. If such items are discovered, we may remove them from the load, leave them behind, or end the service if necessary for safety or legal compliance.

It is your responsibility to obtain any permissions required for parking, building access, lift use, loading bay access, or road access. Where permits or permissions are not arranged by you, any resulting delay, fine, or extra charge may be payable by you, provided the cost was reasonably incurred in connection with your booking and is supported by evidence where applicable.

5. Liability and Damage

We will perform our Lewisham removals service with reasonable care and skill. However, our liability is limited to losses or damage directly caused by our negligence, breach of contract, or wilful misconduct. We are not responsible for losses caused by pre-existing defects, ordinary wear and tear, inadequate packing by the customer, hidden damage, structural weakness in items, or circumstances outside our control. Any claim must be raised as soon as reasonably possible and, where practicable, before the completion of unloading.

Where we pack items as part of the agreed service, we will use reasonable care in the choice of packing methods and materials. Even so, certain items are inherently fragile, and we cannot guarantee that all goods will arrive without breakage if they are susceptible to movement, vibration, temperature changes, or handling risks common in transit. Customers are advised to notify us in writing of particularly valuable, fragile, or sentimental items so that suitable precautions may be discussed.

Our total liability for loss or damage, whether arising in contract, tort, or otherwise, will not exceed the value of the relevant item or the price paid for the service, whichever is lower, except where a higher limit is required by law. 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 legally be limited or excluded under UK law.

6. Waste Regulations and Disposal

Any waste removal, clearance, or disposal service provided as part of our removals company operations will be carried out in accordance with applicable UK waste regulations. We will transport and handle waste only where it has been agreed in advance and where we are permitted to do so. Waste must be described accurately by the customer so that appropriate sorting, segregation, and disposal arrangements can be made. We may refuse loads that contain prohibited, hazardous, or improperly declared waste.

You must not include controlled waste, clinical waste, asbestos, chemicals, oils, batteries, gas cylinders, paint, solvents, electrical items requiring special treatment, or other regulated materials unless we expressly confirm in writing that we can lawfully collect them. If unlawful or undeclared waste is found during the move, we may isolate it, return it to you, or report the matter if required by law. Any additional handling, storage, or disposal cost created by such waste may be charged to you.

Where we remove waste on your behalf, title and responsibility for that waste may only pass when permitted by law and when the service has been lawfully completed. You remain responsible for ensuring that the waste provided for collection is genuinely yours or that you have authority to arrange its disposal. We may retain records, descriptions, or transfer information as needed to comply with our legal duties and environmental obligations.

7. Access, Parking, and Timing

We will normally arrive within the estimated time window, but exact arrival and completion times cannot be guaranteed because journeys and loading conditions vary. Timings may be affected by traffic, access issues, weather, property restrictions, or delays caused by previous jobs. Any times given are estimates only unless we have expressly stated otherwise in writing. If arrival is delayed, we will seek to update you where reasonably possible.

Waiting time may be charged if we are unable to begin or continue because the site is not ready, access is blocked, instructions are unavailable, or loading must pause for reasons outside our control. If the move cannot proceed after a reasonable waiting period, we may treat the booking as cancelled by the customer. In such cases, the customer may remain liable for the full or partial fee depending on the circumstances and our direct costs.

We may refuse to carry out work that would place our staff, vehicles, property, or other road users at risk. This includes unsafe parking, blocked access, defective lifts, unsecured stairs, unstable loads, or any situation that would breach health and safety requirements. We reserve the right to adapt the method of work, reduce the load, or postpone completion if safety concerns arise.

8. Complaints, Claims, and Proof

If you believe a loss, damage, or service issue has occurred, you must notify us promptly with a clear description of the problem and reasonable evidence, such as photographs, item lists, or invoices. You must give us the opportunity to inspect the item or relevant circumstances before any repair, replacement, or disposal takes place, unless there is a good reason why this cannot be done. Failure to preserve evidence may affect our ability to investigate the matter fairly.

Where a claim is accepted, our preferred remedy may be repair, replacement, reduction in price, or compensation reflecting the actual loss suffered, subject always to these terms and applicable law. We are not responsible for indirect or consequential losses, including lost profits, missed appointments, emotional distress, or inconvenience, unless such liability cannot lawfully be excluded. Any claim must be brought within a reasonable time and, in any event, within the period permitted by law.

Nothing in this section prevents the customer from raising concerns in good faith. However, false, exaggerated, or unsupported claims may be rejected, and any attempt to misrepresent circumstances may invalidate insurance or limit recovery. We aim to handle concerns fairly and promptly, but the burden of proving loss, causation, and value will generally rest with the party making the claim.

9. Insurance and Risk

The risk in goods generally remains with the customer unless and until we expressly accept responsibility under these terms and any applicable insurance arrangement. Customers are encouraged to arrange adequate insurance for items of high value, sentimental significance, or special fragility. Any insurance we maintain is subject to its own policy terms, exclusions, and evidence requirements, and does not automatically cover all categories of loss.

Where we supply packing materials or boxes, these are provided for the purpose of transport and handling as part of the service. We do not guarantee that materials from third parties will be suitable for all purposes, and we cannot be responsible for damage caused by poor-quality or reused packaging supplied by the customer. Likewise, we are not responsible for damage to floors, walls, doors, or fittings arising from defective surfaces, hidden weaknesses, or insufficient protection already in place.

By using our service, you acknowledge that moving involves physical handling, transit movement, and environmental exposure that can create ordinary risks even when reasonable care is taken. This is why clear instructions, honest disclosure, and appropriate packing are so important. We will always act professionally, but no removal company can eliminate every risk inherent in the process.

10. Governing Law

These terms 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, although where mandatory consumer rights apply, you may be entitled to bring proceedings in another competent forum as required by law.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision shall be treated as severed to the minimum extent necessary, and the remaining provisions shall continue in full force. No failure or delay by us in exercising any right or remedy will operate as a waiver of that right or remedy unless confirmed in writing. These terms form the entire agreement between the parties regarding the service, subject to any written variation agreed by both sides.

By booking with Lewisham Removals, you confirm that you have authority to enter into the agreement, that the information provided is accurate, and that you accept responsibility for complying with your obligations under these terms. We appreciate the opportunity to provide a professional moving service and strive to carry out every booking with care, clarity, and respect for the law.