Merton Removals Terms and Conditions

These Terms and Conditions set out the basis on which Merton Removals provides domestic and commercial moving services within the UK. By making a booking, the customer agrees to these terms in full. They are designed to clarify the responsibilities of both parties, explain how a booking is formed, and set expectations for payments, cancellations, liability, and compliance with waste regulations. References to removals services, moving services, and related support cover the service as arranged at the time of booking.

In these Terms, ???we??�, ???us??�, and ???our??� refer to Merton Removals, and ???you??� or ???the customer??� refers to the person or business requesting the service. These terms apply to quotations, confirmed jobs, collections, deliveries, packing support, storage handling if agreed, and any associated labour provided as part of the house removals or office removals process. Where a separate written agreement is in place, those additional terms may apply alongside these Terms and Conditions.

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. No person other than the customer and Merton Removals shall have any rights to enforce these terms unless such rights arise by law. Any variation to these Terms must be agreed in writing by both parties. Verbal assurances, informal messages, or assumptions do not amend the contract unless confirmed in writing by an authorised representative of Merton Removals.

1. Booking Process

A booking is made when you accept a quotation and we confirm the service date, scope, and any agreed extras. Quotations are usually based on information provided by you, including access details, volume of items, number of floors, parking conditions, and any special handling requirements. If the information supplied is incomplete or inaccurate, the final price or time required may change. This is especially relevant for removal company services where the nature of the load can materially affect the work.

We reserve the right to revise quotations if the job differs from the details originally supplied. Such differences may include additional items, difficult access, waiting time, dismantling requirements, long carry distances, or the need for extra vehicles or staff. The quotation may also be adjusted where there are changes to the service date, location, or timing requested by you after confirmation. Any revised charge will be communicated before the work continues where reasonably possible.

A booking is not guaranteed until we have confirmed availability and, where required, received a deposit or initial payment. We may decline or cancel a booking if the work is unsuitable, unsafe, unlawful, or beyond our operational capacity. Customers must ensure the collection and delivery addresses are accessible, that any necessary permissions are arranged, and that the property is ready for the agreed service window. Failure to do so may cause delay charges or service refusal.

Customer Responsibilities

You are responsible for ensuring that all items to be moved are accurately described and that any fragile, valuable, hazardous, or prohibited goods are identified in advance. Where packing is carried out by you, items should be packed securely and labelled where appropriate. We may refuse to move items that are unsafe to handle, improperly packed, or likely to cause damage to property, vehicles, or other goods. Customers should also ensure that all appliances are disconnected safely and that any liquids, batteries, fuel, or pressurised containers are dealt with before collection unless otherwise agreed.

2. Payments

Unless otherwise agreed in writing, payment terms will be stated on the quotation or invoice. We may require a deposit to secure the booking, with the remaining balance due on or before completion of the service. For larger or more complex removal services, staged payments may be required. We accept payment by the methods advised at the time of booking, and all prices are subject to any applicable taxes unless stated otherwise.

Payment must be made in full without deduction, set-off, or retention unless required by law. If payment is not received by the due date, we may charge interest on overdue sums at the statutory rate applicable in the UK, together with reasonable costs incurred in recovering the debt. We reserve the right to suspend, delay, or withhold completion of the move until payment obligations have been met. Where items remain unpaid after the service, we may retain a lien over goods to the extent permitted by law.

Any waiting time, additional labour, parking charges, congestion-related expenses, or out-of-scope work may be billed separately if these were not included in the original quotation. Estimates are based on the assumption that the move can be completed within the planned timeframe and conditions. If circumstances beyond our control cause the job to take longer, the final amount may increase accordingly. Where a fixed price has been agreed, it applies only to the described service scope.

Charges for Extra Work

Extra work includes but is not limited to dismantling or reassembly not originally included, carrying items to upper floors without lift access, handling particularly heavy or awkward items, and the removal of additional goods added after the quotation. Such work will be charged at the rate notified by us, or at a reasonable market rate where no specific rate was agreed. We will normally seek approval before undertaking additional work, but approval may be implied where you request the work to continue.

3. Cancellations and Rescheduling

Customers may cancel or reschedule a booking by giving notice as early as possible. Because staffing, vehicle allocation, and scheduling are planned in advance, cancellation fees may apply depending on how close to the move date the cancellation is made. If you cancel shortly before the agreed service date, a portion of the quoted fee or deposit may be retained to cover administration and lost availability. Any non-refundable charges will be set out in the quotation or booking confirmation.

If you request a rescheduled date, we will try to accommodate it subject to availability. However, a new date cannot be guaranteed, and the original booking may be treated as cancelled if no suitable alternative can be arranged. If we have already incurred costs connected with the booking, those costs may be charged to you. This includes labour assigned, vehicle reservation, and related preparatory work. The same applies where access or readiness issues cause the job to be postponed at your request.

We may cancel or postpone the service where circumstances make performance impossible, unsafe, or unlawful. This includes severe weather, vehicle breakdown, staff illness, road closures, strikes, government restrictions, or other events outside our reasonable control. If we cancel for such reasons, we will either rearrange the service or refund any amounts paid for the cancelled portion, excluding non-recoverable third-party costs where permitted by law. We will not be liable for indirect losses arising from such disruption.

Late Cancellation or No Access

If we arrive at the agreed time and are unable to complete the work because access is blocked, the customer is absent, keys are unavailable, or the property is not ready, we may treat the job as cancelled at short notice. In such cases, waiting time, wasted attendance, and any crew or vehicle costs may be charged. Where a second visit is required, that may be treated as a new booking. Customers are strongly advised to ensure all necessary arrangements are complete before the move date.

4. Liability and Insurance

We take reasonable care when handling your belongings, but liability is limited to the extent permitted by law. Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to those exceptions, we are not responsible for loss or damage arising from pre-existing defects, inadequate packing by the customer, inherent vice, or items that are fragile, perishable, or inherently unsuitable for transport.

Our liability for damage caused by our negligence, if established, may be limited to the repair cost, replacement value, or an amount equivalent to the service charge, depending on the circumstances and any applicable insurance terms. Customers are responsible for ensuring that valuables, jewellery, cash, documents, and irreplaceable items are moved separately unless we have expressly agreed to handle them. We do not accept responsibility for loss of business, missed appointments, loss of profit, emotional distress, or other indirect or consequential losses.

If you believe an item has been damaged or lost during the move, you must notify us as soon as reasonably possible and provide evidence where available. Claims should include photographs, descriptions, and supporting documents such as receipts or valuations. We may require the item to be retained for inspection. Failure to notify us promptly may reduce or remove any potential remedy. Any claim must be made within a reasonable time and no later than the period required by applicable law or insurance conditions.

Insurance and Risk

Risk in the goods generally remains with the customer until the items are loaded, and again after unloading is complete, except where loss or damage is caused by our negligence while the goods are in our care. Any insurance we hold may have conditions, exclusions, or limits, and it does not replace the customer???s own insurance for high-value or specialist goods. Customers should check that their own policy provides adequate cover during transit, storage, and handling. We may ask for declarations of unusually valuable items before acceptance.

5. Waste Regulations and Prohibited Items

Where our service includes disposal, clearance, or removal of unwanted items, all activity will comply with UK waste legislation and applicable environmental rules. We do not act as a waste carrier unless that service has been expressly agreed and documented where required. Customers must not ask us to remove controlled waste, hazardous waste, asbestos, chemicals, medical waste, fuel, fireworks, or any item that is illegal to transport or dispose of without the proper permissions. We may refuse any item that we reasonably believe breaches waste regulations or endangers staff, the public, or the environment.

When waste removal is agreed, the customer confirms that they own the items or have permission to dispose of them. The customer must also accurately describe the waste type and ensure that no prohibited materials are mixed with general waste unless permitted. Any misdescription may result in additional charges, refusal of collection, or reporting to the relevant authorities where required by law. We may request information needed to comply with duty-of-care obligations and may keep records of transferred waste as required by regulation.

We will dispose of accepted waste using lawful and responsible methods, including transfer to licensed facilities where appropriate. Recyclable materials may be separated and treated in accordance with environmental obligations. Customers acknowledge that once waste has been accepted for disposal, it cannot normally be recovered. If items are left for collection but have not been clearly agreed as waste, we may treat them as goods to be moved rather than discarded, which may affect the service price and handling obligations.

Customer Declarations

The customer warrants that all items presented for removal, transport, or disposal are lawful to handle and that no item contains concealed hazardous contents. If concealed waste, sharp objects, bodily fluids, pests, or contamination are discovered, we may stop the work immediately and apply additional charges for protective handling, segregation, or lawful disposal. In serious cases, the service may be terminated without refund if continuing would breach safety rules or environmental law.

6. Force Majeure, Complaints and General Provisions

We are not liable for delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control. These may include, without limitation, extreme weather, fire, flood, epidemic, industrial disputes, road incidents, acts of government, or failure of third-party services. In such cases, performance will be suspended for the duration of the event, and we will take reasonable steps to resume the service or rearrange it where practicable. Any agreed times are estimates unless expressly guaranteed in writing.

Complaints should be raised promptly so that we have a fair opportunity to investigate and, where appropriate, remedy the issue. You must allow us reasonable access to inspect any alleged damage or service deficiency. We aim to resolve disputes professionally and efficiently. If a dispute cannot be resolved informally, both parties agree to attempt to settle the matter through reasonable negotiation before pursuing legal action, provided this does not prevent either party from seeking urgent relief or protecting statutory rights.

These Terms and Conditions, together with the quotation and booking confirmation, form the entire agreement between the parties in relation to the booked service. If there is any conflict between documents, the order of precedence will be the booking confirmation, then the quotation, then these Terms unless otherwise stated. No failure or delay in enforcing any right under these Terms shall operate as a waiver of that right. The customer may not assign the contract without our written consent.

Governing Law

These Terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, claim, or matter arising from or connected with the service, except where mandatory consumer protection law provides otherwise. By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for Merton Removals.