Terms of Business



These conditions explain the rights, obligations, and responsibilities of all parties to 
this Agreement. Where we use the word ‘you’ or ‘your’ it means the Customer: ‘we’, 
‘us’ or ‘our’ means the Remover. These terms and conditions can be varied or 
amended subject to prior written agreement. Your attention is drawn to Clauses 4, 9, 
10, 11 and 12 which set out our liability to you for loss of or damage to goods and 
1 Our Quotation 
1.1 Our quotation, unless otherwise stated, does not include customs duties and 
inspections or any other fees or taxes payable to government bodies. It 
does include us accepting liability for your goods, subject to clauses 2.2, 3.2, 
5.2, 5.3 and the provisions of Clauses 4, 9, 10, 11 and 12. 
1.2 We may change the price or make additional charges if circumstances are 
found to apply which have not been taken into account when preparing our 
quotation and confirmed by us in writing. These include: 
1.2.1 You do not accept our quotation in writing within 28 days, or the work 
is not carried out or completed within three months. 
1.2.2 Our costs change because of currency fluctuations or changes in 
taxation or freight charges beyond our control. 
1.2.3 The work is carried out on a Saturday, Sunday, or Public Holiday or 
outside normal hours (08.00-18.00hrs) at your request. 
1.2.4 We have to collect or deliver goods at your request above the ground 
floor and first upper floor. 
1.2.5 If you collect some or all of the goods from our warehouse, we are 
entitled to make a charge for handing them over. 
1.2.6 We supply any additional services, including moving or storing extra 
goods (these conditions apply to such work). 
1.2.7 The stairs, lifts or doorways are inadequate for free movement of the 
goods without mechanical equipment or structural alteration, or the 
approach, road or drive is unsuitable for our vehicles and/or containers 
to load and/or unload within 20 metres of the doorway. 
1.2.8 We have to pay parking or other fees or charges in order to carry out 
services on your behalf. 
1.2.9 There are delays or events outside our reasonable control which 
increase or extend the resources or time allowed to complete the 
agreed work. 
1.2.10 We agree in writing to increase our limit of liability set out in clause 
1.3 In any such circumstances, adjusted charges will apply and become payable. 
2 Work not included in the quotation 
2.1 Unless agreed by us in writing, we will not: 
2.1.1 Dismantle or assemble unit or system furniture (flat-pack), fitments or 
2.1.2 Disconnect, re-connect, dismantle or re-assemble appliances, fixtures, 
fittings or equipment. 
2.1.3 Take up or lay fitted floor coverings. 
2.1.4 Move items from a loft, unless properly lit and floored and safe access 
is provided. 
2.1.5 Move or store any items excluded under Clause 5. 
2.2 Our staff are not authorized or qualified to carry out such work. We 
recommend that a properly qualified person is separately employed by you to 
carry out these services. 
3 Your responsibility
3.1 It will be your sole responsibility to: 
3.1.1 Declare to us, in writing, the value of the goods being removed and/or 
stored. If it is subsequently established that the value of the goods 
removed or stored is greater than the actual value you declare, you 
agree that our liability under clause 9.1 will be reduced to reflect the 
proportion that your declared value bears to their actual value. 
3.1.2 Obtain at your own expense, all documents, permits, permissions, 
licences, customs documents necessary for the removal to be 
3.1.3 Be present or represented during the collection and delivery of the 
3.1.4 Ensure authorized signature on agreed inventories, receipts, waybills, 
job sheets or other relevant documents by way of confirmation of 
collection or delivery of goods. 
3.1.5 Take all reasonable steps to ensure that nothing that should be 
removed is left behind and nothing is taken away in error. 
3.1.6 Arrange proper protection for goods left in unoccupied or unattended 
premises, or where other people such as (but not limited to) tenants 
or workmen are, or will be present. 
3.1.7 Prepare adequately and stabilize all appliances or electronic 
equipment prior to their removal. 
3.1.8 Empty, properly defrost and clean refrigerators and deep freezers. We 
are not responsible for the contents. 
3.1.9 Provide us with a contact address for correspondence during removal 
transit and/or storage of goods. 
3.2 Other than by reason of our negligence or breach of contract, we will not be 
liable for any loss or damage, costs or additional charges that may arise from 
failure to discharge these responsibilities. 
Our responsibility
4.1 It is our responsibility to deliver your goods to you, or produce them for your 
collection, undamaged. By “undamaged" we mean in the same condition as 
they were in at the time when they were packed or otherwise made ready for 
transportation and/ or storage. 
4.2 In the event that we have undertaken to pack the goods, or otherwise make 
them ready for transportation and/or storage, it is our responsibility to deliver 
them to you, or produce them for your collection, undamaged. Again, by 
"undamaged" we mean in the same condition as they were in immediately 
prior to being packed/ made ready for transportation or storage. 
4.3 If we fail to discharge the responsibilities identified in clause 4.1 and 4.2, we 
will, subject to the provisions of clauses 9, 11 and 12, be liable under this 
agreement to compensate you for such failure. 
4.4 We will not be liable to compensate you where clauses 2.2, 3.2, 5.2 and 5.3 
apply unless loss or damage occurred as a result of negligence or breach of 
contract on our part. 
4.5 If you do not provide us with a declaration of value of your goods, or if you 
do not require us to accept standard liability pursuant to clause 9.1 we will 
not be liable to you for failure to discharge the responsibilities identified in 
clause 4.1 and 4.2, unless that failure was caused by negligence or breach of 
contract on our part. 
4.6 The amount of our liability under this clause shall be determined in 
accordance with clauses 9 and 11. 
5. Goods not to be submitted for removal or storage  
5.1 Unless previously agreed in writing by a director or other authorized company 
representative, the following items must not be submitted for removal or 
storage and will under no circumstances be moved or stored by us. The 
items listed under 5.1.1 below may present risks to health and safety and of 
fire. Items listed under 5.1.2 to 5.1.6 below carry other risks and you should 
make your own arrangements for their transport and storage. 
5.1.1 Prohibited or stolen goods, drugs, pornographic material, potentially 
dangerous, damaging or explosive items, including gas bottles, 
aerosols, paints, firearms and ammunition. 
5.1.2 Jewellery, watches, trinkets, precious stones or metals, money, deeds, 
securities, stamps, coins, or goods or collections of any similar kind. 
5.1.3 Plants or goods likely to encourage vermin or other pests or to cause 
infestation or contamination. 
5.1.4 Perishable items and/or those requiring a controlled environment. 
5.1.5 Any animals, birds or fish. 
5.1.6 Goods which require special licence or government permission for 
export or import. 
If we do agree to remove such goods, we will not accept liability for loss or 
damage unless we are negligent or in breach of contract, in which case all 
these conditions will apply. 
If you submit such goods without our knowledge we will make them available 
for your collection and if you do not collect them within a reasonable time we 
will apply for an appropriate court order to dispose of any such goods found 
in the consignment without notice. You will furthermore pay to us any 
charges, expenses, damages, legal costs or penalties incurred by us. 
6. Ownership of the goods  
6.1 By entering into this Agreement, you guarantee that: 
6.1.1 The goods to be removed and/or stored are your own property, or  
6.1.2 The person(s) who own or have an interest in them have given you 
authority to make this contract and have been made aware of these 
6.1.3 You will pay us for any claim for damages and/or costs brought 
against us if either warranty 6.1.1 or 6.1.2 is not true. 
7. Charges if you postpone or cancel the removal
7.1 If you postpone or cancel this Agreement, we will charge you according to 
how much notice is given. “Working days” refer to the normal working week 
of Monday to Friday and excludes weekends and Public Holidays. 
7.1.1 More than 10 working days before the removal was due to start: No 
7.1.2 Between 5 and 10 working days inclusive before the removal was due 
to start: not more than 30% of the removal charge. 
7.1.3 Less than 5 working days before the removal was due to start: not 
more than 60% of the removal charge. 
8. Payment
8.1 Unless otherwise agreed by us in writing: 
8.1.1 Payment is required by cleared funds in advance of the removal or 
storage period. 
8.1.2 You may not withhold any part of the agreed price. 
8.1.3 In respect of all sums which are overdue to us, we will charge interest 
on a daily basis calculated at 4% per annum above the prevailing base 
rate for the time being of the Bank of England. 
9. Determination of amount of our liability for loss or damage
Standard Liability. 
9.1.1 If you provide us with a declaration of the value of your goods, and 
subject to clause 3.1.1, the amount of our liability to you in the event 
of loss or damage to those goods in breach of clause 4 will be 
determined in accordance with Clauses 9.1.2, 9.1.3 and 11 below, 
subject to a maximum liability of £25,000. We may agree to accept 
liability for a higher amount, in which case we may make an additional 
In the event of loss of or damage to your goods in breach of clause 4, 
our liability to you is to be assessed as a sum equivalent to the cost of 
their repair or replacement whichever is the smaller sum, taking into 
account the age and condition of the goods immediately prior to their 
loss or damage, and subject to the maximum liability of £
referred to in clause 9.1.1 (unless we have agreed a higher amount 
with you). 
Where the lost or damaged item is part of a pair or set, our liability to 
you, where it is assessed as the cost of replacement of that item, is to 
be assessed as a sum equivalent to the cost of that item in isolation, 
not the cost of that item as part of a pair or set. 
Limited Liability
If you do not provide us with a declaration of value, or if you do not require 
us to accept Standard Liability pursuant to clause 9.1, then our liability 
to you is to be determined in accordance with Clauses 9.1.3, 9.2.2 and 
9.2.2 In the event of loss of or damage to your goods caused by negligence or 
breach of contract on our part, our liability to you is to be assessed as a 
sum equivalent to the cost of their repair or replacement, taking into 
account their age and condition immediately prior to their loss or 
damage, subject to a maximum liability of £
40 per item. Your attention is 
drawn to clause 11.1 which applies to Limited Liability. 
For goods destined to or received from a place outside the UK 
We will only accept Standard Liability if you provide us with a detailed 
valuation of your goods on the valuation form which we provide. All 
other provisions of Clause 9.1 will apply. 
We do not accept liability for loss of or damage to goods confiscated, 
seized, removed or damaged by Customs Authorities or other 
Government Agencies unless we have been negligent or in breach of 
9.3.3 We do not accept liability for loss of or damage to goods occurring in 
certain overseas countries, including Gambia, Iran, Iraq, Nigeria, Libya, 
Lebanon, Angola, Cambodia, Vietnam, N. Korea and Former States of the 
USSR, unless we have been negligent or in breach of contract. This list is 
not exhaustive, and we will advise you at the time of quotation if this 
exclusion applies. 
 We will accept liability for loss or damage 
(a) arising from our negligence or breach of contract whilst the goods 
are in our physical possession, or 
(b) whilst the goods are in the possession of others if the loss or 
damage is established to have been caused by our failure to pack the 
goods to a reasonable standard where we have been contracted to 
pack the goods that are subject to the claim. 
In either circumstance clause 9.1 or 9.2 above will apply. 
An Item is defined as :- 
The entire contents of a box, parcel, package, carton, or similar container;  
Any other object or thing that is moved, handled or stored by us. 
10. Damage to premises or property other than goods  
10.1 Because third party contractors are frequently present at the time of 
collection or delivery our liability for loss or damage is limited as follows: 
10.1.1 If we cause loss or damage to premises or property other than goods 
for removal as a result of our negligence or breach of contract, our 
liability shall be limited to making good the damaged area only.  
10.1.2 If we cause damage as a result of moving goods under your express 
instruction, against our advice, and where to move the goods in the 
manner instructed is likely to cause damage, we shall not be liable. 
10.1.3 If we are responsible for causing damage to your premises or to 
property other than goods submitted for removal and/or storage, you 
must note this on the worksheet or delivery receipt as soon as 
practically possible or within a reasonable time. This is fundamental 
to the Agreement. 
11. Exclusions of liability
11.1 In respect of Limited Liability, we will not be liable for loss of or damage to 
your goods as a result of fire or explosion howsoever that fire or explosion 
was caused, unless we have been negligent or in breach of contract. 
11.2 In respect of Standard Liability and Limited Liability, other than as a result of 
our negligence or breach of contract we will not be liable for any loss of, 
damage to, or failure to produce the following goods :- 
Bonds, Securities, Stamps of all kinds, Manuscripts or other 
Documents or Electronically held Data Records, Mobile Telephones 
Plants or goods likely to encourage vermin or other pests or to cause 
infestation or contamination. 
Perishable items and/or those requiring a controlled environment. 
Furs exceeding £100 in value, Jewellery, Watches, Precious Stones 
and Metals, Money, Coins, Deeds. 
Any animals, birds or fish. 
In respect of Standard Liability and Limited Liability, other than as a result of 
our negligence or breach of contract we will not be liable for any loss of, 
damage to, or failure to produce the goods if caused by any of the following 
By war, invasion, acts of foreign enemies, hostilities (whether war is 
declared or not), civil war, terrorism, rebellion and/or military coup, 
Act of God, industrial action or other such events outside our 
reasonable control. 
Loss or damage arising from ionising radiations or radioactive 
Loss or damage arising from Chemical, Biological, Bio-chemical, 
Electromagnetic Weapons and Cyber Attack 
Indirect or consequential loss of any kind or description 
By normal wear and tear, natural or gradual deterioration, leakage or 
evaporation or from perishable or unstable goods. This includes 
goods left within furniture or appliances. 
By vermin, moth, insects and similar infestation, damp, mould, mildew 
or rust  
By cleaning, repairing or restoring unless we arranged for the work to 
be carried out. 
By change to atmospheric or climatic conditions. 
For any goods in wardrobes, drawers or appliances, or in a package, 
bundle, carton, case or other container not both packed and unpacked 
by us. 
Loss of or damage to china, glassware and fragile items unless they 
have been both professionally packed and unpacked by us or our  
Subcontractor. In the event of an accident involving an owner packed 
container where damage would have occurred irrespective of the 
quality of the packing, then our liability is limited to £100 or its actual 
value whichever is less. 
For electrical or mechanical derangement to any appliance, instrument, 
clock, computer or other equipment unless there is evidence of related 
external damage. 
Loss or damage of motor vehicles caused by scratching, denting and 
marring unless you obtain from us a pre-collection condition report. 
Loss or damage to a vehicle whilst being driven or for the purpose of 
being driven under its own power other than for the purpose of 
loading onto or unloading from the carrying conveyance or container. 
Loss or damage sustained by accessories and removable items unless 
lost with the vehicle 
For any goods which have a pre-existing defect or are inherently 
11.4 No employee of ours shall be separately liable to you for any loss, damage, 
mis-delivery, errors or omissions under the terms of this Agreement. 
11.5 Our liability will cease upon handing over goods from our warehouse or upon 
completion of delivery (see Clause 12.2 below). 
12 Time limit for claims 
12.1 For goods which we deliver, you must notify us in writing of any visible loss, 
damage or failure to produce any goods at the time of delivery. 
12.2 If you or your agent collect the goods, you must notify us in writing of any 
loss or damage at the time the goods are handed to you or your agent. 
12.3 Notwithstanding clauses 9, 10 and 11 we will not be liable for any 
loss of or damage to the goods unless a claim is notified to us, or to 
our agent or the company carrying out the collection or delivery of 
the goods on our behalf, in writing as soon as such loss or damage is 
discovered (or with reasonable diligence ought to have been 
discovered) and in any event within seven (7) days of delivery of the 
goods by us. 
12.4 The time limit for notifying us of your claim may be extended upon 
receipt of your written request provided such request is received 
within seven (7) days of delivery. Consent to such a request will not 
be unreasonably withheld. 
13 Delays in transit 
13.1 Other than by reason of our negligence or breach of contract, we will not be 
liable for delays in transit. 
13.2 If through no fault of ours we are unable to deliver your goods, we will take 
them into store. The Agreement will then be fulfilled and any additional 
service(s), including storage and delivery, will be at your expense. 
14 Our Right to Hold the Goods (lien) 
We shall have a right to withhold and/or ultimately dispose of some or all of the 
goods until you have paid all our charges and any other payments due under this or 
any other Agreement. (See also Clause 23). These include any charges that we have 
paid out on your behalf. While we hold the goods you will be liable to pay all storage 
charges and other costs incurred by our withholding your goods and these terms and 
conditions shall continue to apply. 
15 Disputes  
If there is a dispute arising from this agreement which cannot be resolved, subject to 
the agreement of both parties, either you or we may refer the dispute to an 
arbitrator appointed by the Chartered Institute of Arbitrators. The cost of any such 
arbitration will be at the discretion of the arbitrator. This does not prejudice your 
right to commence court proceedings. 
16 Our right to sub-contract the work 
16.1 We reserve the right to sub-contract some or all of the work. 
16.2 If we sub-contract, then these conditions will still apply. 
17 Route and method 
17.1 We have the right to choose the method and route by which to carry out the 
17.2 Unless it has been specifically agreed otherwise in writing in our Quotation, 
other space/volume/capacity on our vehicles and/or the container may be 
utilized for consignments of other customers. 
18 Advice and information for International Removals 
We will use our reasonable endeavours to provide you with up to date information to 
assist you with the import/export of your goods. Information on such matters as 
national or regional laws and regulations which are subject to change and 
interpretation at any time is provided in good faith and is based upon existing known 
circumstances. It is your responsibility to seek appropriate advice to verify the 
accuracy of any information provided. 
19 Applicable law 
This contract is subject to the law of the country in which the office of the company 
issuing this contract is situated. 
20 Your forwarding address  
20.1 If you send goods to be stored, you must provide an address for 
correspondence and notify us if it changes. All correspondence and notices 
will be considered to have been received by you seven days after sending it 
to your last address recorded by us. 
20.2 If you do not provide an address or respond to our correspondence or 
notices, we may publish such notices in a public newspaper in the area to or 
from which the goods were removed. Such notice will be considered to have 
been received by you seven days after the publication date of the newspaper. 
          Note: If we are unable to contact you, we will charge you any costs incurred 
in establishing your whereabouts. 
21 List of goods (inventory) or receipt 
Where we produce a list of your goods (inventory) or a receipt and send it to you, it 
will be accepted as accurate unless you write to us within 10 days of the date of our 
sending, or a reasonable period agreed between us, notifying us of any errors or 
22 Revision of storage charges  
We review our storage charges periodically. You will be given 3 months notice in 
writing of any increases. 
23 Our right to Sell or dispose of the Goods 
If payment of our charges relating to your goods is in arrears, and on giving you 
three months’ notice, we are entitled to require you to remove your goods from our 
custody and pay all money due to us. If you fail to pay all outstanding amounts due 
to us, we may sell or dispose of some or all of the goods without further notice. The 
cost of the sale or disposal will be charged to you. The net proceeds will be credited 
to your account and any eventual surplus will be paid to you without interest. If the 
full amount due is not received, we may seek to recover the balance from you. 
24 Termination 
If payments are up to date, we will not end this contract except by giving you three 
months notice in writing. If you wish to terminate your storage contract, you must 
give us at least 10 working days’ 
notice (working days are defined in Clause 7 
above). If we can release the goods earlier, we will do so, provided that your 
account is paid up to date. Charges for storage are payable to the date when the 
notice should have taken effect. 
Liability Terms - For Non British Association of Removers Members  
Share by: