Greenwich Movers Service Terms and Conditions
These service terms and conditions set out the basis on which Greenwich Movers provides removal, transport, loading, unloading, and related moving services to residential and business customers. By making a booking, confirming a quote, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing any order for a Greenwich moving service or any associated assistance.
For the purposes of these terms, references to “we”, “us”, and “our” mean Greenwich Movers, and references to “you” and “your” mean the customer, client, or person requesting the service. These terms apply to all standard removals, part-load moves, packing support, furniture handling, storage-related transfer work, and waste removal arranged as part of a moving project. They do not affect your statutory rights as a consumer under UK law.
We may update these terms from time to time to reflect changes in our operations, insurance arrangements, or applicable legal requirements. The version in force on the date of your booking will normally apply to your contract, unless a later update is required by law or agreed in writing. If you request services on behalf of another person, you confirm that you are authorised to accept these terms on their behalf.
Booking process
A booking with Greenwich Movers begins when you request an estimate or ask us to reserve a service date. We may ask for details such as the collection and delivery addresses, access conditions, floor levels, parking restrictions, approximate load size, any fragile or bulky items, and whether packing or dismantling is required. Accurate information is essential because our quote and service plan depend on the information you provide.
Quotes may be based on an inspection, photographs, a video survey, or information supplied by you. Unless we state otherwise, a quote is an estimate only and may change if the job differs materially from the description given at the time of booking. Examples include additional items, extra labour, delays caused by access issues, incorrect parking assumptions, or the need for specialist handling. If we discover a material change before or during the move, we may revise the price to reflect the actual work required.
To secure a booking, we may require acceptance of the quote, confirmation of the service date, and where applicable, a deposit or pre-authorisation. A booking is only confirmed once we send written confirmation by email, message, or other recorded method. We reserve the right to decline, suspend, or reschedule a booking where safety, legal compliance, or operational constraints make the service impracticable.
It is your responsibility to ensure that the property is ready for the move on the agreed date. This includes arranging appropriate access, notifying building management if required, ensuring parking or loading arrangements are in place, and making sure items are packed where packing is not included in the service. You must tell us in advance about any items requiring special care, including pianos, artwork, antiques, IT equipment, white goods, or anything hazardous or unusually heavy.
Payments and charges
All prices are stated in pounds sterling unless agreed otherwise. Charges may be calculated on the basis of hourly rates, fixed fees, mileage, number of staff, vehicle size, or a combination of these methods. Any estimate of duration is not a guarantee of completion within that time, particularly where the volume of goods, access conditions, waiting time, or unforeseen complications differ from what was described. Where parking charges, congestion-related costs, tolls, or disposal fees apply, these may be added to the final amount if they were not included in the original quote.
Payment is normally due according to the payment terms stated in your quotation or booking confirmation. We may require part-payment in advance, with the balance payable on completion of the move. In some cases, payment must be made before unloading begins or before any waste is removed. We accept the payment methods we notify to you at the time of booking. You must ensure that funds are available and that any card or bank details provided are valid and authorised for use.
If your payment is declined, reversed, delayed, or disputed without good reason, we may suspend further services, withhold delivery where lawful, or charge reasonable administrative costs incurred in recovering the debt. You remain responsible for all amounts due, including additional costs arising from late payment or unsuccessful collection attempts. Any discounts, promotional rates, or special offers are valid only for the period and conditions specified and may be withdrawn before a booking is confirmed.
Where a business customer is involved, invoices must be paid within the period stated on the invoice. Interest and debt recovery charges may be applied to overdue business accounts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, where applicable. For consumer customers, we will act fairly and in line with consumer protection law when dealing with billing queries or disputed charges.
Cancellations, rescheduling, and customer changes
You may cancel or reschedule a booking by giving notice in writing or using the method specified in your confirmation. Because slots are reserved in advance, short-notice changes may result in cancellation charges. If you cancel after we have incurred costs, dispatched staff, or reserved vehicles and equipment for your move, we may retain all or part of any deposit and charge reasonable sums for work already undertaken. The amount retained will reflect our actual losses and costs, where permitted by law.
Where you wish to reschedule, we will do our best to accommodate a new date, but availability cannot be guaranteed. If a new date is accepted, any revised quote may reflect seasonal demand, staffing availability, or changes in the scope of work. If you are not ready on the agreed day, or if access is not available, this may be treated as a late cancellation or failed attendance, and waiting time or wasted journey charges may apply.
We may cancel or postpone a booking if we are unable to provide the service safely or lawfully, or if circumstances beyond our reasonable control make performance impossible or impractical. Such circumstances may include severe weather, vehicle breakdown, staff illness, road closures, accidents, strikes, or utility failures affecting access. If we cancel for a reason within our control, we will offer a refund of any prepayment for services not provided or an alternative date where possible.
We also reserve the right to refuse to carry out any activity that would place our staff, your property, or third parties at risk. This includes situations involving aggressive behaviour, unsafe lifting conditions, unstable access, unauthorised handling of prohibited goods, or non-disclosure of hazards. In such cases, you may be charged for the portion of the service already delivered and for any reasonable costs incurred.
Liability and service standards
We will carry out our work with reasonable care and skill, using trained staff and suitable equipment. However, moving goods inevitably involves some risk, and certain items are more vulnerable than others. You are responsible for ensuring that fragile items are properly packed unless packing is expressly included in the service. We are not liable for damage resulting from pre-existing weakness, inadequate packing by the customer, hidden defects, or ordinary wear and tear during a move.
Our liability for loss or damage is limited to losses caused by our negligence or breach of contract, and to the extent permitted by law. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited. Subject to those exceptions, our maximum liability for any one claim may be limited to the total amount paid or payable for the specific service giving rise to the claim, unless a higher level of cover has been agreed in writing.
You must notify us of any alleged loss, damage, or shortage as soon as reasonably possible and, in any event, within a reasonable period after the service is completed. Claims should include sufficient detail to allow us to investigate, such as photographs, inventory information, and a description of the issue. Failure to notify us promptly may affect our ability to assess the claim and may reduce or bar any remedy to which you might otherwise be entitled.
We are not responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience, except where such exclusion is prohibited by law. We also are not liable for delays caused by traffic, access restrictions, parking limitations, or events outside our control, provided we have taken reasonable steps to perform the service on time. Customers are encouraged to maintain appropriate insurance for goods of high value or sentimental importance.
Waste handling and regulations
Where waste removal is included as part of a Greenwich movers service, or where items are identified for disposal during a move, both parties must comply with UK waste law. We may only transport, handle, or dispose of waste in accordance with the Environmental Protection Act 1990, the Waste (England and Wales) Regulations 2011, and any other applicable regulations. Customers must not ask us to remove hazardous, illegal, or unclassified waste without prior agreement and proper assessment.
Waste remains your responsibility until it has been accepted by us for lawful transfer and disposal. You must disclose the nature of any waste or unwanted items before collection, including whether materials may contain paint, solvents, oils, chemicals, gas canisters, asbestos, batteries, electrical items, fridges, fluorescent tubes, needles, clinical waste, or other restricted substances. If any item appears to be hazardous, contaminated, or unlawfully disposed of, we may refuse to remove it or may charge additional fees for compliant handling, specialist segregation, or disposal through approved channels.
When arranging disposal as part of a moving and clearance service, you confirm that you are entitled to give us the items and that they are not stolen, subject to retention by a third party, or otherwise unlawfully held. We may ask for confirmation in writing that the goods are your property or that you have authority to dispose of them. Where items are taken for reuse, recycling, or disposal, ownership passes to us only once we have accepted them for that purpose, and only to the extent needed to process them lawfully.
We reserve the right to separate mixed loads, reject unacceptable waste, and charge for delays caused by inaccurate descriptions or undisclosed materials. If we have to return items, quarantine them, or use a specialist facility because the waste was wrongly described, the customer will be responsible for the resulting costs. You acknowledge that illegal dumping, fly-tipping, or transferring waste to an unauthorised person is a criminal offence, and you agree not to request or permit any action that would breach waste regulations.
Customer responsibilities and prohibited items
You must ensure that items handed to us are safe to load and transport. Prohibited items generally include firearms, ammunition, explosives, illegal drugs, stolen property, live animals, perishable goods requiring temperature control, and any item whose carriage would breach transport, customs, safety, or licensing rules. We may refuse to handle items that are dangerous, unsanitary, excessively valuable without declared cover, or likely to cause injury or contamination.
You are responsible for removing contents from drawers, cabinets, and appliances unless the service description states otherwise. Any liquids should be sealed, any detachable parts secured, and any personal data items backed up or wiped in advance. We will not be liable for loss arising from the presence of cash, jewellery, documents, memory cards, or similar items left inside furniture or boxes unless you have expressly told us about them and we have agreed in writing to handle them.
Where dismantling or reassembly is included, we will use reasonable care, but we cannot guarantee that older or previously assembled items can be reassembled without visible marks, movement, or minor alignment differences. It is your responsibility to tell us if furniture is bespoke, fragile, missing fittings, or previously repaired. If we identify that an item is unsafe to move in its current condition, we may stop work on that item and advise an alternative approach.
General legal terms and governing law
These terms constitute the entire agreement between you and Greenwich Movers in relation to the services described in your booking, unless we have agreed additional terms in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in effect. Failure by us to enforce a right on one occasion does not waive that right in future.
We may assign or subcontract part of the service where reasonably necessary, provided that the standard of performance is not materially reduced. You may not transfer your rights or obligations under the contract without our prior written consent. Nothing in these terms creates a partnership, employment relationship, or agency between us and you.
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 laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If you are a consumer, any mandatory protections granted by your local law within the UK remain unaffected.
By proceeding with a booking for a Greenwich relocation service, a house move, an office move, or any related removal activity, you confirm that you have read, understood, and agreed to these terms. If you do not accept them, you should not confirm the booking or permit our team to begin work.