Richmond Movers Service Terms and Conditions
These service terms and conditions set out the basis on which Richmond Movers provides removal and related transport services in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. Please read them carefully before proceeding. They are intended to create a clear understanding of what is included in the service, how bookings are managed, how payment is handled, and the limits of our responsibility.
In these terms, “we”, “us”, and “our” refer to Richmond Movers. “You” and “your” refer to the customer, whether acting as an individual, a tenant, a homeowner, a business representative, or another authorised person arranging the service. These conditions apply to domestic removals, office relocations, furniture transport, item collection, and any other moving service we agree to provide.
Any variation to these terms must be agreed in writing. If there is any inconsistency between a quotation, booking confirmation, and these terms, the written booking confirmation or later written amendment will take priority, except where prohibited by law.
1. Booking Process
A booking is made when you accept our quotation and we confirm the requested date, time, and scope of service. A quotation may be based on information provided by you, including access conditions, volume of items, parking restrictions, floors, and any special handling requirements. If the information changes before the move date, we may revise the quotation or service plan to reflect the updated circumstances.
You are responsible for ensuring that all relevant details are accurate and complete at the time of booking. This includes the size and number of items, whether dismantling or reassembly is needed, if there are fragile or high-value possessions, and whether any item requires specialist handling. Where a booking is made on behalf of another person or business, you confirm that you have authority to act for them and to accept these terms.
We may request a deposit or advance payment to secure a date. A booking is not guaranteed until the required deposit is received, if applicable. Our team may also ask for identity verification or additional confirmation where there is a high-value booking, a short-notice move, or a concern about access or payment. We reserve the right to refuse or cancel a booking where the necessary information has not been provided.
2. Changes to Bookings
If you need to change the date, time, address, inventory, or service scope, you must notify us as soon as possible. We will use reasonable efforts to accommodate requested amendments, but changes are subject to crew availability, vehicle availability, route planning, and any effect on cost. Where a change significantly alters the service, we may issue a revised quotation before continuing.
If the move requires a larger vehicle, additional team members, extra journeys, waiting time, storage, or specialist equipment, any additional charges will be communicated as soon as reasonably practical. In some cases, a change may mean that a previously agreed slot can no longer be reserved, and a new date may need to be offered. We are not liable for delays caused by a late request to amend the booking.
We may also need to alter the service where weather, traffic, access issues, legal restrictions, or health and safety concerns make the original arrangement impracticable. In such cases, we will act reasonably and in good faith to provide an alternative where possible.
3. Payments
Unless otherwise agreed in writing, payment must be made in accordance with the quotation and booking confirmation. Payment methods may include bank transfer, card payment, or another approved method. Any deposit, balance payment, or stage payment terms will be set out before the work begins. If payment is due on completion, it must be made immediately once the service has been delivered, unless a different arrangement has been confirmed in writing.
All prices are stated in pounds sterling and may be subject to VAT where applicable. Quotations are based on the information available at the time and may exclude charges that arise from inaccurate information, additional stops, waiting time, failed access, parking penalties caused by the customer’s instructions, or extra work not included in the original scope. We will provide notice of additional charges where reasonably possible before they are incurred.
If payment is not received when due, we may suspend the service, withhold delivery, or charge reasonable recovery costs and statutory interest where permitted by law. Title to any goods sold by us remains with us until full payment has been received for those goods, but this does not affect the customer’s responsibility for items being moved under the service. Any disputed amount should be raised promptly so that the issue can be reviewed without delay.
4. Cancellations and Rebookings
You may cancel a booking by giving written notice. Cancellation charges may apply depending on how much notice is provided and the extent of preparatory work already undertaken. If the cancellation is made close to the scheduled service time, we may retain the deposit or charge a cancellation fee that reasonably reflects the loss of the booking opportunity, staffing, vehicle allocation, and administration costs.
If our team has already begun travelling to the job, arrived at the property, or started loading, a higher cancellation charge may apply. If access is prevented, keys are unavailable, payment is not made, or the property is not ready for the agreed service, this may be treated as a late cancellation or failed attendance. We will always seek to act fairly and proportionately in assessing any fee.
Where you wish to rebook, we will try to accommodate a new date, but this is subject to availability and any price changes that may apply. Rebookings are not guaranteed and may require a fresh deposit or revised terms where the original slot cannot be retained.
5. Service Performance and Customer Responsibilities
You must ensure that items are packed properly unless packing has been included in the service. Fragile goods should be protected with suitable materials and clearly identified. We are entitled to assume that any cartons, containers, or packages supplied by you are fit for transport unless visibly defective. You should also remove or secure loose fittings, empty drawers where appropriate, and disconnect appliances only where it is safe and lawful to do so.
You are responsible for arranging parking permissions, building access, lift reservations, loading bay arrangements, keys, permits, and any necessary building notices unless we have expressly agreed to handle those tasks. If access is restricted or delayed, we may charge waiting time or additional labour. You must ensure that the collection and delivery addresses are safe for our staff to enter and work in, and that pets, hazards, and obstacles are managed appropriately.
Where applicable, you should notify us of any items that are overweight, unusually shaped, extremely valuable, hazardous, or require specialist lifting or transportation. We may refuse to move certain items if doing so would create a safety risk, breach legal requirements, or exceed the equipment available for the job.
6. Liability and Insurance
We will take reasonable care when handling your property. However, our liability is limited to direct loss or damage caused by our negligence or deliberate breach of these terms, subject always to any mandatory rights you may have under UK law. We are not responsible for pre-existing damage, wear and tear, hidden defects, items inadequately packed by you, or damage caused by the nature of the item itself.
We are not liable for indirect or consequential losses, including loss of profit, missed deadlines, emotional distress, or business interruption, except where such liability cannot be excluded by law. If an item is damaged or lost while in our possession, you must notify us as soon as reasonably possible and in any event within a reasonable period after completion of the move. We may require evidence, photographs, receipts, or other documentation to assess the claim.
Our liability for any single item or any one claim may be limited to the amount stated in the booking confirmation or, if none is stated, to the extent permitted by law and our applicable insurance arrangements. If you require a higher level of cover, you should request this before the move date. We reserve the right to decline liability for valuable items unless the risk has been expressly agreed in writing and any additional conditions have been met.
7. Waste, Disposal, and Regulatory Compliance
Where our service includes removal of unwanted items, packaging, or waste, the customer remains responsible for ensuring that such items are lawfully presented for collection. We will only transport, dispose of, or recycle waste in compliance with applicable UK waste regulations and environmental obligations. We do not accept responsibility for classifying waste unless we have agreed in writing to do so.
You must not include prohibited, hazardous, contaminated, or illegal materials unless we have expressly agreed and are legally able to handle them. This includes, without limitation, asbestos, chemicals, clinical waste, gas cylinders, oils, solvents, firearms, and any item that requires a specialist licence or procedure. If such items are discovered during the service, we may refuse to handle them and may charge for any resulting delay or partial service already performed.
Any waste transferred to us must be described accurately. If incorrect information is supplied and we incur regulatory, disposal, or transport costs as a result, you agree to reimburse those costs where lawful. We may issue documentation relating to the transfer or disposal of waste where required. All waste handling will be carried out in line with the duty of care principles and relevant environmental legislation.
8. Delays, Access Problems, and Force Majeure
We will use reasonable efforts to arrive within the agreed time window, but times are estimates rather than guarantees unless expressly stated otherwise. Delays may occur because of traffic, road closures, weather, mechanical issues, staffing disruption, or events outside our control. Where reasonably possible, we will notify you of significant delays and propose an alternative timing arrangement.
We are not responsible for delays or non-performance caused by events beyond our reasonable control, including severe weather, accidents, industrial action, acts of government, utility failures, fire, flooding, or other force majeure events. If such an event prevents or materially hinders performance, we may reschedule the service or cancel it without liability for additional compensation, except for any amount that must be refunded under law.
If access is blocked, the property is not ready, or keys or instructions are unavailable, we may wait for a reasonable period or leave and return later if practicable. Any additional travel, waiting time, or labour may be charged at the applicable rate.
9. Complaints and Claims
Any concern about the service should be raised promptly so it can be investigated properly. You should provide relevant details, including the booking reference, item descriptions, photographs, and a clear explanation of the issue. We will consider the matter in good faith and respond within a reasonable timeframe. Nothing in these terms removes your legal rights as a consumer where applicable.
If a claim is accepted, we may offer repair, replacement, compensation, or another appropriate remedy depending on the circumstances and legal obligations. Any remedy will be assessed fairly and may take into account depreciation, condition, age, and the availability of supporting evidence. We may decline claims that are made late, unsupported, or contrary to these terms and applicable law.
10. Customer Conduct and Staff Safety
You agree to treat our staff with respect and to provide a safe working environment. We may suspend or terminate the service if staff are exposed to abuse, aggression, threats, unsafe conditions, or unlawful conduct. If our team reasonably believes that continuing the work would endanger persons or property, they may stop the service immediately.
Smoking, intoxication, and interference with the loading or unloading process may be treated as serious misconduct where they create safety or operational risks. If a service is stopped for these reasons, we may charge for time already spent and any unavoidable costs incurred.
11. Governing Law and Jurisdiction
These terms and conditions are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the quotation, the booking, or the service will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise. If you are located elsewhere in the UK, mandatory local legal protections may still apply, but these terms are intended to be interpreted under the law stated above.
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Failure by us to enforce a right or remedy on one occasion does not waive that right or remedy on any other occasion. These terms represent the entire agreement between the parties concerning the service, except for any written amendment expressly signed or accepted by both parties.