Richmond Movers Service Terms and Conditions

These Terms and Conditions set out the basis on which Richmond Movers provides removal, packing, loading, unloading, storage-related handling, and associated moving services within the United Kingdom. By making a booking, you agree to these terms, which are designed to define responsibilities clearly and help ensure a safe, efficient, and professional moving experience. For the purposes of these terms, references to “we”, “us”, and “our” mean Richmond Movers, and references to “you” or “the customer” mean the person or business requesting the service.

These terms apply to all quotations, bookings, and services unless we agree otherwise in writing. Any variation must be confirmed by us in writing to be valid. If there is any inconsistency between a written quotation and these terms, the written quotation will take precedence only for the specific points stated in that quotation. All other provisions of these terms remain in effect.

By using our Richmond moving services, you confirm that you are authorised to accept these terms on behalf of yourself, your household, or your business. You also confirm that the information you provide to us is accurate and complete to the best of your knowledge. Misleading, incomplete, or late information may affect the price, timing, staffing, or scope of the service.

1. Booking Process

A booking becomes valid only once we have received the required details and issued confirmation. To arrange a service, you must provide accurate information about the pickup and delivery addresses, access conditions, approximate volume of items, special handling requirements, parking restrictions, and preferred dates or time windows. If the service includes fragile, oversized, heavy, or high-value items, you must tell us before confirmation so we can assess whether additional resources or specialist handling are required.

We may provide an initial estimate based on the information available at the time. This estimate may change if the inventory, access conditions, or service scope differs from what was disclosed. A quote is usually based on the details you supply and may be subject to reassessment if the actual move proves more complex. Where a site visit, video survey, inventory list, or further information is required, the final booking may depend on that review.

Once a booking is confirmed, we will normally reserve the agreed date, team, and vehicle type for your move. You are responsible for ensuring that all items are packed safely unless packing has been included in the service. If you request changes after confirmation, including date changes, access changes, or additional items, we may need to amend the price or availability. Richmond Movers is not obliged to accept changes that would materially affect the planned service.

2. Payments and Charges

The price payable will be based on the confirmed quotation, any agreed extras, and any reasonable additional charges arising from changes made by you or from information that was not disclosed in advance. Charges may include, where relevant, waiting time, extra labour, parking-related costs, storage handling, long carry distances, packing materials, specialist lifting equipment, or a revised vehicle requirement. We will aim to keep you informed where extra charges are likely to arise.

Payment terms will be set out in your quotation or invoice. Unless otherwise agreed, payment must be made in full by the time the service is completed, or earlier if a deposit, part-payment, or advance payment has been requested. We may refuse to commence or continue work if payment conditions are not met. Any deposit paid may be non-refundable to the extent permitted by law where we have already reserved time, staff, or vehicles for your move.

If payment is not received when due, we reserve the right to charge interest on overdue amounts at the statutory rate and to recover reasonable costs incurred in collecting the debt, where lawful. All prices are stated in pounds sterling unless otherwise agreed. Any applicable taxes or charges will be shown where required. We accept that some services may be time-sensitive, but any discount, promotional price, or adjusted rate must be expressly confirmed by us to apply.

3. Cancellations, Rescheduling, and Delays

You may cancel or request to reschedule a booking by giving us notice as early as possible. Because removal work involves advance planning and reserved capacity, late cancellations may incur charges. Unless a different cancellation policy is stated in your quotation, the following principles will normally apply: cancellations made sufficiently in advance may receive a partial or full refund of any deposit at our discretion, while cancellations made close to the moving date may result in the deposit being retained or a cancellation fee being charged to reflect the resources reserved.

If you wish to reschedule, we will try to accommodate your preferred date, but availability cannot be guaranteed. A rescheduled booking may be treated as a cancellation followed by a new booking where the change is made at short notice or where the original team and vehicle can no longer be held. Any fee already paid may be transferred at our discretion, subject to administrative costs and availability. We recommend that you contact us promptly if your circumstances change.

We will use reasonable efforts to arrive within the agreed time window. However, arrival times may be affected by traffic, weather, access issues, vehicle delays, staff illness, or events outside our control. We are not liable for minor delays that are reasonable in the circumstances. If a delay becomes significant, we will try to keep you informed and, where appropriate, offer a revised arrival time. If you fail to provide access, keys, permits, or necessary instructions, resulting in delay or aborted attendance, you may be charged for lost time and associated costs.

4. Customer Responsibilities

You must ensure that the property is accessible and ready for the move on the agreed date and that any required parking arrangements, permits, or permissions are in place unless we have agreed to manage them. You must also make sure that hallways, stairwells, driveways, and entrances are reasonably clear so work can be carried out safely. Items should be properly labelled where relevant, and any item requiring special handling should be identified in advance.

You are responsible for disconnecting appliances unless we have agreed to do so and are legally and technically able to carry out the task. You must also ensure that no prohibited or dangerous items are included in the load. This includes, but is not limited to, flammable substances, explosives, gases, hazardous chemicals, unlawful goods, live ammunition, and items that may pose a risk to health or safety. We may refuse to handle any item that we reasonably believe to be unsafe, unlawful, or unsuitable for transport.

Where you or your representative is not present, you remain responsible for providing clear written instructions and ensuring that the destination property is ready to receive the items. If our team reasonably believes that continuing would compromise safety, cause damage, or breach the law, we may suspend the work until the issue is resolved. Additional costs arising from customer non-compliance may be charged to you.

5. Liability and Insurance

We will take reasonable care when carrying out services and will use appropriate handling methods for the type of move agreed. However, because removals involve the movement of items through varied environments, some risk of damage may exist even where care is taken. Subject to the limits of these terms and applicable law, our liability is limited to losses or damage caused by our negligence, breach of contract, or wilful misconduct.

We are not liable for pre-existing damage, normal wear and tear, hidden defects, weak construction, unsecured fittings, or damage resulting from items that were inadequately packed by you or by a third party. We are also not responsible for loss or damage caused by circumstances beyond our reasonable control, including adverse weather, road incidents, third-party interference, or compliance with legal or safety requirements. Where you ask us to move items that are not suitably packaged, we may do so only at your risk and subject to our judgment.

If you believe an item has been damaged or lost during the service, you must notify us as soon as reasonably possible and provide evidence, including photographs and a description of the item. Claims should be made promptly so they can be investigated. Any compensation, where due, will be assessed fairly based on the circumstances, the extent of the damage, and any applicable insurance cover. Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence.

6. Waste, Disposal, and Regulatory Compliance

Where a booking includes waste removal, disposal, clearance, or the taking away of unwanted items, you must ensure the items are accurately described and separated into general waste, recyclable materials, and any special-category waste where relevant. We will only remove or dispose of waste where it is lawful for us to do so and where any necessary arrangements have been agreed in advance. Richmond Movers will comply with applicable UK waste legislation, environmental obligations, and carrier requirements relevant to the service.

You remain responsible for disclosing whether any item contains hazardous substances, electrical components, batteries, sharp materials, fluids, or restricted items that may require separate handling. We may refuse to collect waste that is incorrectly described, contaminated, unsafe, or not permitted under applicable rules. If we discover prohibited or undeclared waste, we may stop work, charge additional costs, or require you to arrange lawful removal. Any waste transferred to us must be capable of being managed in accordance with law and industry practice.

We may engage licensed third parties or use approved facilities where necessary for lawful disposal. You acknowledge that some waste services involve sorting, loading, transport, and processing steps that depend on accurate information provided by you. Any unlawful deposit, misdescription, or failure to comply with waste requirements may result in service suspension, additional charges, or cancellation. You agree to cooperate with reasonable requests relating to documentation or item classification if needed for compliance purposes.

7. Storage-Related Handling and Goods in Transit

Where goods are moved into or out of storage, additional terms may apply to cover access timing, inventory checks, and storage-facility requirements. If storage handling is arranged through us, you must ensure that the inventory is accurate and that any high-value or sensitive items are declared. We are not responsible for losses caused by inaccurate declarations, inadequate packaging, or failure to follow storage facility rules that were made known to you.

While we may assist with wrapping, stacking, and loading, you acknowledge that some items require specialist care or climate-controlled conditions that are not included unless expressly stated. Items left in storage-related transit or interim holding areas remain subject to reasonable handling risk. Where we arrange third-party services, our responsibility is limited to reasonable care in selection and coordination unless we expressly state otherwise in writing.

Any claim arising from storage-related handling must be supported by timely notice and sufficient evidence. We may require an inventory record, photos, purchase information, or other proof of value to assess a claim. If you are relying on separate insurance, it is your responsibility to understand its scope and exclusions. Nothing in this section prevents you from arranging additional cover if you wish to protect goods beyond the standard level provided.

8. Complaints, Force Majeure, and General Provisions

If you have a complaint about any part of the service, you should raise it as soon as possible so we can attempt to resolve the matter promptly and fairly. We may ask for supporting information to investigate the issue. Delayed complaints may make it harder to assess the facts. We aim to deal with concerns in a professional manner, but the fact that a complaint is made does not automatically mean liability is admitted.

We are not responsible for failure or delay in performing our obligations where such failure arises from events beyond our reasonable control, including severe weather, strikes, accidents, road closures, fire, flood, epidemic, government action, or equipment failure. In such cases, we may reschedule the service, suspend performance, or cancel the booking if necessary. We will endeavour to minimise disruption and communicate the position as soon as practicable.

These terms are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction unless mandatory law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full force. No waiver of any right will be effective unless made in writing, and any failure by us to enforce a term on one occasion does not mean we waive our right to do so later. These Richmond Movers service terms are intended to be fair, practical, and legally robust for customers using our UK moving services.