Colliers Wood Removals Service Terms and Conditions

These service terms and conditions set out the basis on which Colliers Wood Removals provides moving, packing, loading, transport, and related removal services to customers in the United Kingdom. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions are intended to be clear, fair, and practical, and they apply to all domestic and commercial removal services unless otherwise agreed in writing.

For the purposes of these terms, references to “we,” “us,” and “our” mean Colliers Wood Removals, and references to “you” and “your” mean the customer, client, or person authorised to place the booking. The exact scope of the services may vary depending on the size of the move, the items involved, access at the collection and delivery addresses, and any additional services selected. Any variation agreed before or during the job may affect price, timing, and liability.

These terms are designed to work alongside any written quotation, job confirmation, or service specification. If there is any inconsistency, the written booking confirmation or updated quotation will apply first, followed by these terms. Nothing in these terms affects your statutory rights under UK consumer law.

Booking process begins when you submit a request for a quotation or service and provide accurate information about the move. This may include the origin and destination addresses, access details, inventory, dates, special handling requirements, and whether packing materials or dismantling services are needed. We may base our quotation on the information you provide, so it is essential that it is complete and correct.

A booking is not confirmed until we have accepted the order and, where required, received any deposit or advance payment stated in the quotation. We may ask for photographs, video, or a more detailed inventory to assess the work. If the information supplied later proves to be materially different from what was initially described, we may revise the quote, adjust the schedule, or decline the booking if the work cannot reasonably be completed as planned.

Any requested date or time slot is subject to availability and may be changed if operational circumstances require it. We will aim to provide reasonable notice of any change. You must ensure that a responsible adult is available at pickup and delivery to provide instructions, confirm inventories, and sign any job records, delivery notes, or completion paperwork.

Payments must be made in accordance with the quotation, invoice, or booking confirmation. Unless otherwise agreed, charges may include labour, vehicle use, fuel, packing materials, waiting time, parking, tolls, storage, and any special handling or access charges. Prices may be quoted as a fixed fee or on an hourly basis depending on the nature of the service.

Where a deposit is required, it is used to reserve the date and cover initial administrative or scheduling costs. Unless stated otherwise in writing, deposits are non-refundable except where we cancel the booking without reasonable cause. Final payment is due upon completion of the service, or before delivery where this has been made a condition of the contract. We may suspend unloading, delivery, or release of goods until all outstanding sums are paid in full.

If the scope of work changes after the booking is confirmed, additional charges may apply. This includes, but is not limited to, extra items not declared in advance, additional floors, long carries, poor access, delays caused by the customer, waiting time beyond the agreed allowance, and requests for extra labour or materials. All invoices must be paid using the payment methods we accept at the time of booking, and any overdue balances may incur reasonable recovery costs where permitted by law.

Cancellations and rescheduling should be made as early as possible. If you wish to cancel or move the service date, you must notify us within a reasonable time before the scheduled move. Depending on the notice given and the work already undertaken, cancellation charges may apply. These charges reflect costs incurred in preparing for your booking, including staffing, vehicle allocation, and administration.

If you cancel within a short period before the move, or if the team arrives and cannot complete the service because access is unavailable, payment may still be required for the time and resources already committed. If you need to reschedule, we will try to accommodate the new date, but a change is not guaranteed and remains subject to availability. Where a booking is postponed, any deposit may be transferred at our discretion, provided the new service date is agreed.

We may cancel or suspend a booking if the service would be unsafe, unlawful, impossible to perform, or materially different from what was agreed. In such cases, we will try to give notice and explain the reason. If we cancel for a reason within our control, any unused prepaid amount relating to the cancelled service will be refunded, subject to deductions for work already performed and non-recoverable costs where appropriate.

Customer responsibilities are an important part of a successful move. You must ensure that all items to be moved are clearly identified, packed safely where self-packing is used, and ready at the agreed time. Fragile, valuable, or sentimental items should be declared in advance. You must also make sure that items prohibited by law or unsuitable for transport are not included in the load.

Where parking permits, loading access, lift reservations, keys, or building permissions are needed, it is your responsibility to arrange them unless we have expressly agreed otherwise. If delays or extra costs arise because these arrangements are incomplete, you may be charged for waiting time, failed access, or additional labour. You should also ensure that the property is secure and that any special instructions are communicated before the service begins.

Waste regulations apply to the removal and disposal of unwanted items, packing waste, and any materials taken away as part of the service. We will handle waste in line with applicable UK legislation, including duties relating to lawful transfer, transport, and disposal. We do not knowingly transport controlled, hazardous, or prohibited waste unless this has been expressly agreed and carried out in compliance with all legal requirements.

Any waste taken away must be described accurately by you, and you must not place restricted or dangerous items among general household or office waste unless disclosed in advance and accepted by us. This includes items such as asbestos, chemicals, solvents, pressurised containers, medical waste, and certain electrical or electronic items that require special handling. If undeclared regulated waste is discovered, we may refuse to remove it, return it at your cost, or arrange compliant disposal with any additional charges passed on to you.

Where we arrange disposal or transfer to a licensed facility, we will do so using appropriate documentation where required by law. You acknowledge that waste transfer records, item descriptions, and acceptance conditions may be needed to demonstrate compliance. You are responsible for ensuring that any waste you ask us to remove is lawfully available for disposal and does not belong to a third party unless that third party has authorised the removal.

If the service includes clearance, packing debris removal, or the disposal of unwanted items, the quotation may specify limits on volume, weight, or type of material. Any additional waste not covered by the booking may incur extra fees or may be refused entirely. We reserve the right to decline items that present a health and safety risk or that cannot be disposed of lawfully through our normal channels.

Liability is limited to losses or damage caused by our proven negligence, breach of contract, or failure to exercise reasonable care and skill. We will not be liable for indirect or consequential losses, loss of profit, loss of opportunity, emotional distress, or any loss that could not reasonably have been foreseen at the time the contract was made, except where liability cannot legally be excluded.

We are not responsible for damage caused by items that were insufficiently packed, already defective, unstable, poorly assembled, or inherently fragile unless we packed those items ourselves and the damage resulted from our negligence. We also are not liable for damage arising from unavoidable risks associated with moving, such as minor cosmetic scuffs, normal wear and tear, or issues caused by poor access, tight spaces, or pre-existing property conditions.

Where we are handling goods, our liability may be subject to reasonable value limits unless you declare high-value items in advance and we confirm acceptance in writing. If a claim is made, you must notify us promptly and provide evidence of the damage or loss, including photographs, a description of the affected item, and any other information reasonably required to assess the claim. Claims must not be delayed because prompt notification helps preserve evidence and improve resolution.

We may decline liability where the customer has provided inaccurate information, failed to follow reasonable instructions, requested unsafe handling, or interfered with the work. In particular, we will not be responsible for losses caused by access restrictions not disclosed beforehand, parking restrictions, security issues, or delays due to third parties. If we are required to store goods temporarily because delivery cannot be completed for reasons outside our control, you may be charged for storage, re-delivery, or related administration.

Insurance may be maintained by us to cover certain risks associated with our services, but insurance is not a substitute for careful packing or disclosure. Any insurance coverage will be subject to the policy terms, exclusions, and claim limits in force at the time of the service. You should consider arranging your own cover for items of unusual value, sentimental importance, or items not fully protected under standard moving arrangements.

Health, safety, and prohibited items remain a priority during all removals. You must not include flammable, explosive, illegal, or dangerous materials unless specifically agreed and legally permissible. We may stop work if we believe continuing would place people, property, or vehicles at risk. Any time lost because of an unsafe environment, aggressive behaviour, or concealed hazards may be charged where appropriate.

Delays and force majeure may arise from traffic disruption, severe weather, accidents, industrial action, public transport issues, road closures, government restrictions, or other events outside our reasonable control. We will take reasonable steps to reduce delay and continue the service where possible, but we are not liable for failure or delay caused by such events. If an event outside our control makes performance impossible for a substantial period, either party may be entitled to cancel the affected service without further liability beyond amounts already properly due.

Storage and redelivery may be offered where the agreed move cannot be completed as planned or where you request a temporary hold. Any storage arrangement will be subject to separate charges and conditions, including fees for handling, duration, insurance, access, and onward delivery. If goods are left uncollected or delivery is refused without lawful reason, we may treat the situation as a storage matter and charge accordingly.

General contractual terms apply to all services. We may subcontract elements of the work, provided that any subcontractor is suitably qualified and operates under appropriate standards. You may not transfer your rights or obligations under the contract to another party without our written consent. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in effect.

Changes to these terms may be made from time to time to reflect changes in law, practice, or service arrangements. The version in force at the time of booking will normally apply to that booking unless a later written variation is agreed by both parties. We recommend that customers retain a copy of the terms, quotation, and booking confirmation for their records.

Governing law and jurisdiction are English law and the courts of England and Wales, unless mandatory law requires otherwise. If you are a consumer residing in Scotland or Northern Ireland, your local mandatory rights and any applicable jurisdictional rules will remain protected where they cannot legally be excluded. Any dispute should first be raised promptly so that we can attempt an amicable resolution before formal action is taken.

This agreement represents the understanding between the parties concerning the removal services booked with Colliers Wood Removals. It should be read carefully alongside the quotation and any written amendments. By proceeding with a booking, you confirm that you accept these conditions and agree to cooperate in good faith to ensure the service is carried out safely, lawfully, and efficiently.