Mortlake Removals Service Terms and Conditions

These Mortlake Removals terms and conditions set out the basis on which our moving services are provided to residential and commercial customers in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are intended to create a clear and fair framework for the provision of our removal services, including packing, loading, transport, unloading, and any agreed associated services. Please read them carefully before confirming a booking.

In these terms, references to ???we??�, ???us??�, and ???our??� mean the service provider trading as Mortlake Removals, and references to ???you??� or ???the customer??� mean the person or organisation instructing us. These terms apply to all quotations, bookings, and services unless a separate written agreement signed by both parties expressly states otherwise. If any part of these terms is found to be unenforceable, the remainder shall continue in force to the fullest extent permitted by law.

A removal booking is considered provisional until we have received the required information, issued a quotation or estimate, and you have confirmed acceptance. The booking process is designed to ensure that we understand the scope of work, the access conditions, and any special requirements that may affect the service. It is your responsibility to provide accurate and complete information at the time of enquiry and to notify us promptly of any changes.

1. Booking process

1.1 Quotation and acceptance

We may provide quotations based on details supplied by you, a survey, photographs, inventory, or other relevant information. Unless otherwise stated, quotations are based on the facts provided at the time and may be revised if those facts change. A quote for Mortlake house removals or Mortlake office removals is not binding on us where additional work, waiting time, access issues, or extra volume is discovered on the moving day.

To secure a booking, you must accept the quotation and provide any deposit or prepayment requested. Acceptance may be given in writing, by email, electronically, or by any other method we reasonably accept. Once accepted, the booking is subject to these terms and any specific conditions agreed in writing. We reserve the right to decline a booking if we are unable to meet the requested date, if the work is unsuitable, or if it would expose our team, equipment, or vehicle to unreasonable risk.

1.2 Customer information and access

You must ensure that all information supplied to us is true, accurate, and not misleading. This includes the size and nature of the move, the presence of fragile or valuable items, parking restrictions, floor levels, lift access, and any restrictions that may affect loading or unloading. Failure to disclose relevant information may result in additional charges, delay, suspension of the service, or cancellation. In some cases, our ability to complete the work may depend on access arrangements being in place before arrival.

2. Payments

2.1 Fees and charges

All fees are stated exclusive or inclusive of VAT as indicated in the quotation. Unless expressly included, charges for packing materials, disassembly, reassembly, waiting time, storage, parking permits, congestion or access-related costs, and disposal fees are additional. For UK removal services, the final price may also be affected by the actual duration of the job, the number of operatives required, and the distance travelled where agreed on a mileage or transport basis.

Payment terms will be stated on the quotation or invoice. Unless otherwise agreed in writing, any deposit is non-refundable except where cancellation rights under these terms or mandatory consumer law apply. Full payment is due immediately upon completion of the service, or at such other time as we specify. We may require payment before unloading, before release of goods, or at another reasonable stage if credit has not been agreed in writing.

2.2 Late or failed payment

If payment is not received when due, we may charge interest on the overdue amount at the statutory rate applicable under the Late Payment of Commercial Debts (Interest) Act 1998 where relevant, or otherwise at a reasonable rate permitted by law. You will also be responsible for any reasonable costs we incur in recovering unpaid sums. We may retain goods in our possession until all outstanding amounts have been paid in full, subject always to any non-excludable consumer rights.

3. Cancellations, postponements, and changes

3.1 Customer cancellation

If you wish to cancel or change your booking, you must notify us as soon as possible. Cancellation charges may apply depending on how much notice is given and whether we have already reserved vehicles, labour, materials, or time specifically for your move. For a Mortlake removal booking, the following principles generally apply unless a different cancellation policy is stated in your quotation: reasonable notice may lead to a reduced or no charge, short notice may result in part or full retention of your deposit, and cancellations made on the day of service may be charged at the full booked rate where we have incurred costs.

Any postponement requested by you will be treated as a cancellation of the original date and a new booking, unless we agree otherwise. We will use reasonable efforts to accommodate changes, but we do not guarantee availability on any alternative date. If you fail to provide access, are not ready for collection, or cannot proceed on the agreed day for reasons within your control, we may charge for wasted attendance, waiting time, and any other reasonable costs incurred.

3.2 Our right to cancel or suspend

We may cancel, suspend, or delay the service where performance becomes impossible, unsafe, unlawful, or commercially impracticable due to events beyond our reasonable control, including severe weather, traffic disruption, accidents, staff illness, equipment failure, fire, flooding, or legal restrictions. We may also withdraw the service if you breach these terms, fail to provide necessary information, or behave in a way that threatens the safety or dignity of our team. Where practicable, we will offer an alternative time or date, but we shall not be liable for indirect losses arising from such cancellation or delay.

4. Liability and limits of responsibility

4.1 General standard of care

We will exercise reasonable care and skill in providing our services. However, removals involve handling items in varied environments, and some risk is inherent in the moving process. You should ensure that goods are suitably packed, protected, and prepared unless you have specifically paid for a packing service. Where we provide packing, we will use reasonable care in selecting materials and methods, but we do not guarantee that fragile goods will be immune from breakage unless we have expressly agreed a higher level of protection in writing.

We are not responsible for damage caused by defective packing carried out by you or by another party, nor for loss or damage to items of extraordinary value unless they were declared in advance and we accepted responsibility in writing. You must remove or secure personal data, confidential documents, cash, jewellery, valuable art, and other high-risk items before the move unless we have agreed otherwise. Our liability may be reduced or excluded where your own acts, omissions, or instructions contribute to the loss.

4.2 Exclusions and caps

To the fullest extent permitted by law, we are not liable for loss of profit, loss of business, loss of goodwill, indirect loss, or consequential damage. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to those exceptions, our total liability for any single claim arising from the service shall not exceed the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is expressly agreed in writing.

5. Waste, disposal, and environmental compliance

5.1 General obligations

Where we agree to remove unwanted items, packaging waste, furniture, or other materials, such work will only be carried out in accordance with applicable waste legislation and environmental requirements in the UK. We operate on the basis that waste transfer and disposal must be lawful, traceable, and properly described. If you ask us to remove items that you no longer want, you must tell us in advance whether the items are waste, reusable goods, or items requiring specialist handling.

If we transport or dispose of waste on your behalf, you may be asked to confirm ownership, authority, and description of the items. You must not ask us to transport hazardous, illegal, or contaminated waste unless we have expressly agreed and are legally permitted to handle it. Any prohibited items may be refused, isolated, or handed over to the appropriate authority where required by law. You are responsible for ensuring that any items you instruct us to dispose of do not contain hidden hazardous substances, batteries, fuel, asbestos, sharp materials, or other dangerous content unless declared in advance.

5.2 Duty of care and prohibited waste

Both parties shall comply with the Environmental Protection Act 1990, the Waste (England and Wales) Regulations 2011, and any other applicable waste law. Where relevant, we may provide or request a waste transfer note or equivalent record. You agree to co-operate with reasonable requests for information so that waste can be handled lawfully. If we discover that an item has been misdescribed or unlawfully presented for collection, we may refuse to carry it, charge for the attempt, or notify the relevant authorities where required.

6. Storage, access, and goods in transit

Where storage is agreed, the storage arrangement will be subject to separate conditions or, if none are issued, these terms so far as they are appropriate. Storage is not a substitute for insurance. You should make your own arrangements if you require a specific level of cover. We may place items into storage if delivery cannot reasonably be completed because of access problems, incomplete instructions, or your unavailability, and reasonable storage or redelivery fees may apply.

Access must be safe and suitable for our team and vehicles. You must ensure that roads, driveways, loading areas, lifts, stairways, and entry points are available, unobstructed, and capable of supporting the service. If parking permissions, permits, security passes, or building approval are required, it is your responsibility to arrange them unless we have agreed to do so. Delays caused by lack of access may result in additional charges based on time spent or wasted attendance.

7. Insurance and claims

We maintain insurance cover appropriate to the nature of our services, but such cover does not replace the need for you to insure goods of special value or items requiring enhanced protection. Any claim for loss or damage must be notified to us as soon as reasonably practicable and, in any event, within a reasonable time after delivery or the discovery of the issue. You must provide reasonable evidence, including photographs, inventory records, proof of value, and any other information we may reasonably request to investigate the matter.

8. Customer duties and prohibited conduct

You agree to cooperate with our team, provide accurate instructions, and ensure that the property is ready for the move. You must not instruct our staff to act unlawfully, unsafely, or in a manner inconsistent with these terms. We may refuse to handle items that are dangerous, unlawful, offensive, or unsuitable for transportation. If we reasonably believe that a property contains pests, contamination, or unsafe conditions, we may suspend the service until the issue is resolved.

You are responsible for disconnecting appliances, utilities, and fixtures unless we have agreed otherwise. Any work involving gas, electrics, plumbing, or specialist installation is excluded unless specifically stated in writing and performed by a suitably qualified person. We are not responsible for disconnection or reconnection damage arising from pre-existing faults, incorrect installation, or defective equipment.

9. Complaints and dispute resolution

If you are dissatisfied with any aspect of the service, you should raise the matter promptly so we can investigate and, where appropriate, take corrective action. We will consider complaints in good faith and aim to resolve issues fairly and within a reasonable time. Nothing in these terms affects your statutory rights as a consumer. If a dispute cannot be resolved informally, either party may pursue their legal rights through the courts or, where appropriate, alternative dispute resolution.

10. Governing law and jurisdiction

These terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. Where you are domiciled in Scotland or Northern Ireland, mandatory local consumer rights may apply where relevant, but the intended governing law remains that of England and Wales unless otherwise required by law. The courts of England and Wales shall have exclusive jurisdiction, subject to any rights you may have under applicable consumer legislation.

11. Miscellaneous

No waiver by us of any breach shall be treated as a waiver of any later breach. Any variation of these terms must be agreed in writing. You may not assign your rights or obligations without our prior consent. We may assign or subcontract part of the service where reasonably necessary to perform the booking, provided this does not materially reduce the standard of care owed to you. These terms represent the entire agreement between the parties in relation to the service, subject to any mandatory statutory rights. By proceeding with a booking for Mortlake removals services, you confirm that you have read, understood, and accepted these terms.