Hackney Removals Terms and Conditions

These Terms and Conditions set out the basis on which Hackney removals services are supplied by us to customers in the UK. By making a booking, you agree to be bound by these terms, which are designed to create a clear, fair, and practical agreement for both parties. They apply to domestic and commercial moves, specialist handling, and related services unless we agree otherwise in writing.

For the purposes of these terms, references to ???we,??� ???us,??� and ???our??� mean the moving company providing the service, and references to ???you??� or ???the customer??� mean the person, business, or organisation booking the service. These terms should be read together with any written quotation, booking confirmation, or service notes issued before the job takes place. If there is any inconsistency, the written quotation or booking confirmation will take precedence in relation to the specific service booked.

We may update these terms from time to time to reflect changes in law, insurance practice, or operational requirements. The version in force at the time of booking will normally apply to your service, unless a change is required by law or a contractual update is expressly agreed. It is your responsibility to review the terms before confirming a booking and to ensure that the information you provide is complete and accurate.

1. Booking Process

A booking for Hackney removals is only confirmed once we have accepted your request and issued a written confirmation, which may be sent by email or another agreed method. A quotation alone does not guarantee availability. We reserve the right to decline or amend a booking if the information supplied is incomplete, misleading, or materially changes before the move date.

When you enquire about our service, we may ask for details about the type and volume of items, access conditions, packing requirements, parking constraints, special handling needs, and any deadlines that may affect the move. You must provide accurate information so that we can allocate suitable vehicles, equipment, and staff. If the actual circumstances differ from the information given, additional charges may apply and the schedule may need to be adjusted.

Bookings may be subject to a deposit or pre-authorisation. If a deposit is required, this will be made clear at the point of quotation or confirmation. Any deposit secures the appointment and covers our administrative and planning costs. Unless stated otherwise, deposits are non-refundable where the customer cancels after acceptance of the booking, except where non-refundable treatment would be unlawful.

2. Service Scope and Customer Responsibilities

Our service may include loading, transport, unloading, furniture placement, and agreed handling of packaged items. Unless specifically included in writing, we do not provide dismantling, reassembly, packing, unpacking, disposal, storage, or cleaning services. Where such tasks are requested and accepted, they will be provided only on the agreed terms and may be charged separately.

You are responsible for ensuring that the premises, items, and access routes are ready at the agreed time. This includes arranging parking where necessary, obtaining permissions, and notifying us of any restrictions affecting entry, lifts, stairs, loading bays, or time-limited access. If delays arise because access is not available or the site is not prepared, we may charge waiting time or rescheduling costs.

You must ensure that any items handed to us are lawful to transport and that they are safely packed and labelled where relevant. We do not accept responsibility for items left unsecured, improperly packaged, or containing hazardous materials unless we have expressly agreed to handle them in advance and in accordance with applicable law. You should also remove or secure valuables, cash, jewellery, confidential records, and documents of personal importance before the move begins.

3. Payments and Charges

Our charges are based on the quotation issued, the scope of work, and any additional services agreed before or during the job. Prices may be fixed, hourly, or partly fixed and partly variable depending on the nature of the move. If the service extends beyond the original estimate due to extra volume, delays, poor access, additional stops, or changes requested by you, further charges may apply.

Unless otherwise agreed, payment is due on the day of service or by the deadline stated on the invoice. We may require payment in advance for some bookings, and we reserve the right to suspend or refuse service if payment terms are not met. Where payment is made by bank transfer, card, or other approved method, you are responsible for ensuring sufficient cleared funds are available.

Any unpaid amount may be subject to recovery action in accordance with applicable law, including reasonable administration costs, interest, and third-party recovery expenses where permitted. We may also retain goods to the extent allowed by law or contract until all outstanding sums relating to the service have been paid. If you dispute an invoice, you must notify us promptly and still pay any undisputed portion on time.

4. Cancellations, Rebookings and Delays

You may request cancellation or rescheduling in writing. The amount charged on cancellation depends on the notice given and any non-recoverable costs we have already incurred, such as allocated crew time, vehicle reservations, parking arrangements, or specialist equipment. A short-notice cancellation may result in the full service charge being payable, especially where the booking was reserved exclusively for you.

If you wish to rebook, we will try to accommodate a new date, but availability cannot be guaranteed. Any revised booking may be treated as a new contract and charged according to the prices and conditions current at the time of rebooking. If we agree to move your appointment, any previously paid sums may be transferred at our discretion, subject to administrative and cost recovery adjustments.

We will use reasonable efforts to arrive at the scheduled time, but delays can occur because of traffic, weather, vehicle issues, or events beyond our control. Where a delay is likely to be significant, we will aim to notify you as soon as reasonably possible. We are not liable for losses arising from delay where the delay is caused by circumstances outside our reasonable control, and any remedy will be limited to the options available under these terms and applicable law.

5. Liability and Claims

We will exercise reasonable care and skill when carrying out Hackney removals services. However, our liability is limited to losses directly caused by our negligence or breach of contract, and only to the extent permitted by law. We are not responsible for indirect or consequential losses, including loss of profit, loss of business opportunity, emotional distress, or inconvenience, unless such loss cannot legally be excluded.

We are not liable for damage to items that were already defective, unstable, improperly packed, overfilled, or unsuitable for transport, or for damage caused by the customer???s own acts or omissions. This includes damage arising from insufficient access information, hidden hazards, structural weaknesses, or the movement of items that are inherently fragile unless we have agreed in writing to take special precautions. Where a customer directs us to move an item against our recommendation, that instruction is at the customer???s risk.

Any claim for loss or damage must be made promptly and, where reasonably possible, before the end of the job or within a reasonable period after discovery. You must provide evidence of ownership, condition, and value, together with a description of the alleged issue. We may inspect damaged items and request supporting documents before deciding whether compensation is due. If liability is established, our remedy may include repair, replacement, or monetary compensation up to the reasonable value of the proven loss, subject to any contractual or statutory limits.

6. Waste, Disposal and Regulatory Compliance

Where waste removal, clearance, or disposal is included in the agreed service, both parties must comply with applicable UK waste regulations. We will only transport, handle, or dispose of waste in a lawful manner and, where required, through authorised facilities or licensed carriers. You must not ask us to remove prohibited, dangerous, infectious, explosive, or illegal materials unless this has been expressly agreed and is lawful to do so.

You are responsible for accurately describing any waste or items to be disposed of and for separating reusable possessions from waste before collection where required. If items are found to contain regulated waste, mixed hazardous materials, electrical items subject to special handling, or materials requiring permits, additional charges may apply or the service may be refused. We may refuse to move items that present a risk to health, safety, or compliance.

If a move involves disposal of items on your behalf, you acknowledge that relevant records may need to be kept for compliance purposes. This may include descriptions of the waste, dates, weights, transfer details, and evidence of lawful disposal. You agree to provide any cooperation reasonably required to complete the service in line with environmental and waste obligations. Nothing in these terms permits either party to breach waste duty-of-care requirements, environmental law, or any applicable licensing obligations.

7. Access, Safety and Property Conditions

You must ensure that the property is safe for our staff to enter and work in. This includes reasonably clear walkways, stable flooring, safe lifting conditions, and disclosure of any known risks such as damaged stairs, low ceilings, lift failures, pests, asbestos, or other hazards. If our team reasonably believes that conditions are unsafe, we may stop work until the issue is resolved or withdraw from the site.

We are entitled to make reasonable decisions about how items are moved, loaded, and secured to protect people and property. Our staff may refuse to lift or carry an item if, in their judgment, it is too heavy, too fragile, unsafe, or not adequately prepared. In those circumstances we may suggest an alternative method, reschedule the task, or adjust the service scope if both parties agree.

Any delay, damage, or additional cost caused by unsafe access, missing instructions, inaccurate descriptions, or failure to disclose hazards is your responsibility. You agree to indemnify us against reasonable losses, claims, or costs arising from inaccurate information supplied by you, except to the extent that the loss is caused by our negligence or breach of these terms.

8. Force Majeure and Our Right to Refuse Service

We shall not be in breach of contract if performance is prevented or delayed by events beyond our reasonable control, including severe weather, road closures, fuel shortages, strikes, government action, civil disorder, fire, flood, pandemic-related restrictions, or vehicle breakdown. In such cases we may postpone, reschedule, or cancel the service without liability for indirect losses.

We reserve the right to refuse, suspend, or terminate the service where the customer behaves abusively, fails to cooperate, provides false information, requests unlawful conduct, or creates an unsafe or unsuitable working environment. We may also refuse to handle items that are illegal, dangerous, contaminated, or otherwise unsuitable for transport. If we terminate for these reasons, any charges already incurred may remain payable.

Nothing in these terms affects your statutory rights as a consumer where the service is purchased by an individual primarily for personal use. If any part of these terms is found to be unlawful, unenforceable, or invalid, the remaining provisions will continue in full force so far as the law allows. Any waiver by us of a breach on one occasion does not mean we waive the same or any other breach in future.

9. Governing Law and Jurisdiction

These terms, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the law of England and Wales, unless a different legal regime is required by mandatory law. The parties agree that the courts of England and Wales shall have jurisdiction to settle any dispute, subject to any consumer rights to bring claims in another competent forum where the law provides for this.

This agreement represents the full understanding between the parties regarding the booked service and supersedes prior discussions, notes, or informal assurances to the extent they are inconsistent with the final written confirmation. No variation will be effective unless agreed in writing by both parties. If there is any question about the meaning of these terms, they should be interpreted in a commercially sensible way that gives effect to the parties??? original intention and the lawful operation of the contract.

By proceeding with a booking for Hackney removals, you confirm that you have read, understood, and accepted these terms, including the rules on booking, payment, cancellation, liability, waste compliance, and governing law. We recommend that you retain a copy for your records. These terms are designed to provide clarity and fairness while supporting a safe, efficient, and compliant moving service.