Greenwich Removals – Terms and Conditions
These Terms and Conditions set out the basis on which Greenwich Removals provides moving, packing, loading, transportation, and related services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing us to begin work, you agree to be bound by these terms. They are designed to create a clear understanding of responsibilities, limitations, and obligations on both sides. In these terms, references to “we”, “us”, and “our” mean Greenwich Removals, and references to “you” or “the customer” mean the person or organisation requesting the service.
These terms apply to all services we provide unless we agree otherwise in writing. They should be read alongside any quotation, inventory, booking confirmation, or written instructions issued before the service begins. If there is any inconsistency between the quotation and these terms, the more specific written agreement will apply to the extent of the inconsistency. Nothing in these terms affects any rights you may have under applicable consumer law.
We operate as a professional Greenwich removals provider and expect all parties to act reasonably and in good faith. The customer is responsible for ensuring that all information supplied to us is accurate and complete. Where details change before or during the service, you must inform us promptly so that we can assess whether the quotation, schedule, staffing, or equipment needs adjustment.
1. Booking process
A booking is normally made after we have received details of the items to be moved, the origin and destination addresses, access conditions, preferred date, and any additional requirements such as packing, dismantling, or storage. On the basis of that information, we may provide an estimate or quotation. A quotation is usually based on the information available at the time and may be revised if the scope of work changes or if the original information was incomplete or inaccurate.
To confirm a booking, you may be asked to accept the quotation in writing and, where applicable, pay a deposit or booking fee. The booking is only secured once we have confirmed acceptance in writing or otherwise indicated that the service date has been reserved. We may refuse or cancel a proposed booking if we believe the service cannot safely or reasonably be completed within the agreed terms, or if the required resources are unavailable.
The customer must ensure that the moving date, collection times, and delivery expectations are suitable and that access to both properties is arranged. This includes lift reservations, parking permission, keys, and any building or estate requirements. If you require specialist handling for fragile, oversized, or valuable items, you must notify us in advance. In some cases, we may decline to transport certain items or may require additional protective measures.
Where an estimated move duration is provided, it is based on a standard assumption of access, volume, and working conditions. Delays caused by poor access, missing information, traffic restrictions, building rules, weather, or waiting for keys may affect timing and cost. We will always aim to work efficiently, but we are not responsible for delays beyond our reasonable control.
If the customer asks us to carry out additional tasks not included in the original booking, such as extra packing, unplanned dismantling, long carries, or multiple collection points, we may charge additional fees. Any such fees may be communicated before the work continues, where reasonably possible. If immediate action is required to protect the customer’s goods or to complete the move safely, we may proceed and charge accordingly.
It is your responsibility to check that all items intended for transport are included in the booking and that items not meant to be moved are clearly separated. We accept no liability for items left behind, misidentified, or not disclosed before loading. A clear and accurate inventory helps ensure a smooth service and reduces the risk of dispute.
2. Payments and charges
Unless otherwise agreed, payment is due in accordance with the quotation or invoice issued for the service. We may require a deposit, part-payment, or full payment in advance, particularly for larger moves, short-notice bookings, or work involving specialist services. Any outstanding balance must be paid in cleared funds by the stated due date. We reserve the right to withhold completion of the service, delivery, or release of goods until payment is made in full.
Our charges may include labour, vehicles, fuel, packing materials, waiting time, parking charges, tolls, congestion or access-related costs, and any agreed extra services. If the actual service differs from the original scope, the price may be adjusted to reflect the additional work. Where prices are stated as estimates rather than fixed quotes, they are subject to variation if the time, labour, or resources required are greater than reasonably anticipated.
Unless stated otherwise, all prices are shown exclusive of VAT, which will be added where applicable. Payment methods accepted may vary and will be confirmed at the time of booking or invoicing. Late payment may result in interest, recovery costs, administrative charges, or suspension of further services, to the extent permitted by law. We may also recover reasonable costs incurred in pursuing unpaid balances.
3. Cancellations, postponements, and rescheduling
You may cancel or reschedule a booking by notifying us as soon as possible. Cancellations made with sufficient notice may be subject to a reduced charge or no charge, depending on the service type, notice period, and any costs already incurred. Where specialist resources have already been allocated, or materials purchased, we may retain all or part of the deposit to cover those costs.
If you cancel at short notice, fail to provide access, are not present when the service is due to begin, or are otherwise unable to proceed on the agreed date, we may charge for wasted time, travel, staff attendance, and any associated expenses. This applies even if the move cannot go ahead for reasons outside our control, provided those reasons arise from circumstances on the customer side.
We may need to postpone, re-schedule, or cancel a booking due to circumstances beyond our reasonable control, including severe weather, road closures, accident, vehicle failure, staff illness, or legal restrictions. If this happens, we will use reasonable efforts to arrange an alternative date or service solution. We are not responsible for indirect losses caused by such events, although any sum paid for services not performed will be dealt with in line with applicable law and the specific booking arrangement.
4. Liability and customer responsibilities
We will take reasonable care when handling your property, but removals involve inherent risks. Except where required by law, we are not liable for loss or damage arising from items that were inadequately packed by the customer, fragile goods not disclosed in advance, pre-existing defects, or goods that were inherently weak, worn, or unsuitable for transport. The customer should ensure that breakable, valuable, and sentimental items are either properly packed or specifically identified so that suitable care can be arranged.
Our liability is limited to direct loss or damage caused by our negligence or breach of contract, and in any event may be capped at the level specified in the booking terms, quotation, or applicable insurance arrangement. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded. We are not responsible for loss of profit, loss of business, or other indirect or consequential losses.
You are responsible for arranging adequate insurance for goods of high value, and for notifying us of items that require special treatment. Where we agree to handle valuable items, antiques, electronics, artwork, or similar goods, the customer may be asked to provide an itemised list and declared value. Unless expressly agreed in writing, we do not accept responsibility for hidden contents, undeclared valuables, or items packed by the customer in sealed containers.
5. Access, parking, and site conditions
Reasonable access must be available at both collection and delivery points. You must obtain all necessary permissions for parking, loading, entry, lift use, and access to private roads or controlled areas. If access conditions differ from those disclosed at booking, we may need to revise the price or delivery plan. Where we are unable to park legally or safely close to the property, additional charges may apply for long carries or extended labour.
The customer must ensure that stairs, corridors, and access routes are reasonably clear and safe. We may refuse to move goods through unsafe conditions, unsuitable structures, or areas that could place staff, property, or the public at risk. If we reasonably believe that completing the work would be unsafe, we may suspend the service until the issue is resolved or decline to continue.
We are not responsible for damage caused by defective floors, weak fixtures, narrow access, unstable furniture, or any building feature that was not reasonably apparent or disclosed. If you require us to dismantle, reassemble, or disconnect items, you must tell us in advance and ensure the items are suitable for such work. We may decline to work on items that are unsafe, unsupported by instructions, or likely to be damaged during handling.
6. Waste, disposal, and environmental regulations
Where waste removal, clearance, or disposal forms part of the service, both parties must comply with applicable UK waste regulations. We will only transport, store, or dispose of waste that has been lawfully transferred to us and that we are properly equipped and permitted to handle. The customer must accurately describe any waste to be removed, including whether it contains electrical items, sharps, hazardous substances, contaminated materials, chemicals, batteries, or other restricted matter.
We may refuse to remove or dispose of any item that is unlawful, unsafe, or unsuitable for us to handle. If waste is accepted, it must be segregated and presented in a manner that allows lawful treatment and disposal. The customer must not include prohibited or undisclosed hazardous waste in general household items or sealed containers. Any costs, penalties, or liabilities arising from inaccurate description, concealment, or illegal disposal instructions may be passed to the customer where permitted by law.
We reserve the right to require evidence of lawful ownership or authority to dispose of items. If an item is suspected to be contaminated, dangerous, or subject to special regulation, we may halt the service until appropriate clarification is provided. You agree to cooperate with any reasonable request for information required to ensure compliance with environmental and waste-handling laws.
7. Storage, holding, and uncollected goods
If we agree to store goods temporarily or hold items pending delivery, additional terms may apply, including storage charges, insurance conditions, access rules, and time limits. Unless otherwise agreed, items held by us remain subject to these terms and any storage arrangement communicated in writing. You must collect or accept delivery of goods within the agreed timescale.
If goods remain uncollected or undelivered because the customer has not arranged access, payment, or suitable instructions, we may charge for ongoing storage, return transport, or repeated delivery attempts. We will make reasonable efforts to contact you and agree next steps. If goods remain uncollected for an extended period, we may exercise any rights available to us under law in relation to uncollected property, lien, or disposal after proper notice, where applicable.
Any property retained by us for unpaid charges may be held only to the extent permitted by law and in a manner that is reasonable and proportionate. This does not remove our duty to act lawfully and fairly. We will not dispose of customer property arbitrarily, and where disposal becomes necessary we will follow any required notice procedure.
8. Complaints and claims
If you believe there has been a problem with the service, you should notify us as soon as reasonably possible, giving full details of the issue and any supporting information. Prompt notification helps us investigate and, where appropriate, take corrective action. Claims for loss or damage should be made within a reasonable time and, in any event, in accordance with any claim period stated in the booking documents or permitted by law.
You must allow us a reasonable opportunity to inspect the goods, review records, and consider any complaint before arranging repair or replacement on your own initiative. Failure to do so may affect the amount recoverable. We may ask for photographs, inventory details, proof of value, and evidence of the condition of the item before the move and after delivery.
Where a claim is valid, our liability will be assessed in accordance with these terms and any applicable insurance or legal requirement. A refund, repair contribution, or replacement payment may be offered at our discretion where appropriate and lawful. Any settlement is made without admission of liability unless expressly stated.
9. General legal provisions
We may subcontract or assign any part of the service to suitably qualified third parties, provided this does not materially reduce the standard of service promised to you. You may not transfer your rights or obligations under the booking without our written consent. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.
No delay or failure by us to enforce a right shall operate as a waiver of that right. Any variation to these terms must be agreed in writing. These terms, together with the quotation and booking confirmation, constitute the entire agreement between the parties concerning the relevant service, unless a separate written contract says otherwise. Headings are included for convenience only and do not affect interpretation.
The customer confirms that they have read and understood these terms before proceeding with the booking. By instructing us to proceed, you confirm that you have authority to enter into the agreement and that you accept responsibility for the accuracy of the information supplied. These provisions are intended to protect both parties and to support a safe, lawful, and efficient removals service.