Sunbury Removals Terms and Conditions
These Terms and Conditions set out the basis on which Sunbury Removals provides moving and related services to customers in the UK. By making a booking, accepting a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before confirming any service. They are intended to create a clear, fair, and practical agreement covering the moving process, payment obligations, cancellation rights, liability limits, waste handling, and the law that applies to our service.
Throughout these terms, references to ???we??�, ???us??�, and ???our??� mean Sunbury Removals, and references to ???you??� or ???the customer??� mean the person, business, or organisation booking the service. These terms apply to domestic and commercial moving services, including packing, loading, transport, unloading, and any agreed ancillary services. They may also apply to storage-related arrangements where separately confirmed in writing.
Any quotation provided by Sunbury Removals is based on the information available at the time of issue and assumes that the job will proceed as described. If the scope of work changes, the access conditions are different from those stated, or the volume/weight of items is greater than expected, the quotation may be revised before or during the job. We will always aim to explain any change clearly and fairly.
1. Booking Process
A booking is only confirmed when we have accepted your request, agreed the service details, and, where required, received any deposit or written acceptance. A booking may be made by phone, email, online enquiry, or other communication method we make available from time to time. However, a request does not become a confirmed service until we issue confirmation. We may refuse a booking if we are unable to meet the requested date, if the move is outside our service capability, or if we have reason to believe the job cannot be completed safely or lawfully.
When you request a removals service, you must provide accurate and complete information, including the collection and delivery addresses, the type and quantity of items, floor levels, access restrictions, parking limitations, fragile items, specialist objects, and any time-sensitive requirements. If any detail is incomplete or inaccurate, we may adjust the quotation, change the schedule, or decline to proceed until the issue is resolved. You are responsible for ensuring that the information you give is true, current, and sufficient for us to plan the work properly.
We may ask for photographs, inventories, or a pre-move assessment to help us provide an accurate quotation for Sunbury Removals services. If a survey is arranged, it is based on the conditions visible or described at the time. Hidden issues, such as restricted access, unsafe lifting conditions, parking problems, or extra items not disclosed in advance, may result in an additional charge or operational change. We reserve the right to allocate vehicles, labour, and equipment according to what is reasonably necessary for the job.
2. Payments and Pricing
Unless otherwise agreed in writing, prices are quoted in pounds sterling and may be subject to VAT where applicable. A quotation may be fixed or estimated depending on the information available. A fixed quotation applies only to the service described and only if the assumptions made at the time of quoting remain true. Estimated quotations may change if the amount of work, the time taken, or the conditions differ from those originally described. All prices exclude any charges caused by customer delay, access failure, parking penalties, waiting time, or additional services not included in the original booking.
Payment terms will be confirmed at booking or before the service date. In many cases, payment is required in full on or before completion of the move, although we may ask for a deposit to secure the date. We accept payment by the methods we specify at the time of booking. If payment is due on the day of service, it must be made without unreasonable delay. We may suspend or refuse to continue work where payment terms are not met, or where we have reasonable concern that payment will not be completed.
If the job extends beyond the planned duration, or if circumstances require additional staff, waiting time, fuel, parking, tolls, storage handling, or materials, we may charge extra amounts in line with the quotation or our standard rates. We will make reasonable efforts to notify you before any extra costs are incurred, but this may not always be possible in urgent or operational situations. Non-payment, late payment, or failed payment may result in recovery action, and you may be liable for reasonable costs of collection where permitted by law.
3. Cancellations and Rescheduling
You may cancel or reschedule a Sunbury Removals booking by giving us notice as soon as reasonably possible. The amount payable on cancellation depends on how much notice is given, whether labour or vehicles have already been allocated, and whether third-party costs have been incurred. Where a deposit has been taken, it may be non-refundable in part or in full if we have reserved time and resources specifically for your move. If cancellation occurs at short notice, additional cancellation charges may apply to recover reasonable losses.
If you wish to change the moving date, delivery time, or scope of work, we will try to accommodate the request where possible. However, rescheduling is subject to availability and may require a revised quotation. We are not responsible for any loss caused by a delay or change in schedule where the change is requested by you or arises from circumstances outside our control. If we must postpone the service because of safety, legal, weather, access, or operational issues, we will seek to offer an alternative date as soon as reasonably practicable.
We may cancel or suspend the service if you fail to provide access, if the premises are unsafe, if the job cannot be carried out lawfully, if the items present a risk not disclosed beforehand, or if you or your representatives behave in a threatening, abusive, or unlawful manner. In such cases, any charges already incurred may remain payable. We will act reasonably and in good faith, but we are not obliged to continue a service that would place our staff, vehicles, equipment, or other property at risk.
4. Customer Responsibilities
You must ensure that all goods are properly prepared for transport unless packing has been expressly included in the service. This means securing contents, draining appliances where required, disconnecting utilities where safe and permitted, removing hazards, and ensuring that any items needing specialist handling are identified before the move begins. Sunbury removals staff may assist with handling, loading, and unloading, but unless otherwise agreed, we do not take responsibility for disconnection, reconnection, dismantling, or technical work that should be carried out by a qualified professional.
You are responsible for the legal ownership of all items moved and for ensuring that nothing you ask us to transport is prohibited, dangerous, unlawful, stolen, or unsuitable for carriage. If you include fragile, high-value, antique, sentimental, or specialist items, you must tell us in advance so that appropriate measures can be considered. We may refuse to move items that are hazardous, excessively heavy, improperly packed, or likely to cause damage to property or injury to people. Our team may ask for evidence of value or special instructions for particularly delicate goods.
It is also your responsibility to arrange parking permission, access arrangements, and any relevant building requirements unless we have expressly agreed to do so. If access is restricted, or if we are unable to park or reach the property safely, we may need to wait, re-plan, or impose additional charges. You should be present or represented by an authorised person at both collection and delivery unless agreed otherwise. Any instructions given by you or your representative will be treated as authorised instructions for the purposes of the booking.
5. Liability, Damage, and Insurance
We will take reasonable care when carrying out our services, but because removals involve handling heavy, bulky, and often fragile items, some risk of loss or damage is unavoidable. Our liability is limited to the extent permitted by law and subject to these terms. We are not liable for pre-existing damage, hidden defects, ordinary wear and tear, or damage caused by inadequate packing by you or by someone acting on your behalf. Nor are we liable for losses caused by delays outside our control, including traffic, weather, access restrictions, or events beyond our reasonable influence.
If we are responsible for direct physical damage to goods caused by our negligence, our liability may be limited to repair, replacement, or the fair value of the affected item, whichever is reasonable in the circumstances and subject to any agreed valuation or declared value. We are not liable for indirect or consequential losses, including loss of profit, business interruption, missed deadlines, or emotional distress, except where such exclusion is not permitted by law. If you believe damage has occurred, you must notify us as soon as reasonably practicable and provide evidence, including photographs and a description of the incident.
Where insurance cover is offered or arranged, this may be subject to separate terms, excesses, and exclusions. Unless expressly agreed in writing, any insurance or valuation arrangement does not remove your duty to disclose items of special value or items requiring heightened care. You should consider whether your own contents or business insurance provides additional protection. We recommend that you retain proof of ownership and value for valuable items moved during the service.
6. Waste Regulations and Disposal
If our service includes disposal, clearance, or removal of unwanted items, the customer must tell us exactly which items are to be removed and must confirm that they are lawfully owned and permitted for disposal. We operate in compliance with applicable UK waste legislation, including the requirement to prevent unlawful dumping and to transfer waste only to authorised persons or facilities. We may request clear instructions in writing where clearance work is involved. Items removed for disposal may not be recoverable once collected.
You must not ask us to remove hazardous waste, clinical waste, asbestos, chemicals, pressurised containers, oils, paints, batteries, electrical waste that requires special treatment, or any material regulated by law unless we have expressly agreed in advance and have the proper permissions and arrangements in place. If prohibited or misdescribed waste is presented, we may refuse collection, charge for wasted attendance, or require you to remove the item yourself. You are responsible for notifying us of any item that may be subject to special handling or legal restriction.
Where waste transfer documentation, receipts, or records are required, we will complete these in line with applicable legal duties. You agree to provide accurate information about the origin and type of waste, and you acknowledge that false description of waste may be unlawful. If any item is suspected to be unsafe or non-compliant, we may pause the service until the issue is resolved. Our commitment to lawful disposal is intended to protect customers, staff, the public, and the environment.
7. Delays, Access, and Force Majeure
If a delay occurs because of traffic, weather, access issues, parking restrictions, building rules, lift failures, long carrying distances, incomplete customer preparation, or any similar factor beyond our control, we may alter the order of jobs, adjust timings, or charge for additional waiting or labour where reasonable. We will endeavour to keep you informed, but exact arrival or completion times cannot always be guaranteed. Any times quoted are estimates unless we expressly confirm them as fixed.
We are not responsible for failure or delay in performing the service where such failure is caused by events beyond our reasonable control, including fire, flood, storm, accident, strike, road closure, public disturbance, government action, or loss of utilities. In these circumstances, our obligations may be suspended for the period of the event. If the service cannot continue safely or lawfully, we may terminate or reschedule it. We will take reasonable steps to minimise inconvenience and to preserve the safety of people and property.
If your belongings are held in our care after a delay or interruption, we will store or secure them with reasonable care for a reasonable period, but any further handling, transport, or storage costs may be charged. You are responsible for promptly responding to requests for instructions, access, or payment so that the job can be completed without unnecessary delay.
8. General Terms and Governing Law
These terms constitute the full agreement between you and Sunbury Removals in relation to the service booked, unless a separate written contract states otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in force. No delay or failure by us to enforce any right shall be treated as a waiver of that right. Any variation to these terms must be agreed in writing by an authorised representative of our business.
Nothing in these terms limits or excludes liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law. These terms are intended to operate fairly and in a commercially reasonable manner. If a dispute arises, both parties should first try to resolve it in good faith by discussing the matter and, where appropriate, by reviewing the booking information, photographs, invoices, and service records.
This agreement and any dispute or claim arising from it shall be governed by and interpreted in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory law provides otherwise. By booking a service with Sunbury Removals, you acknowledge that you have read, understood, and accepted these Terms and Conditions.