Terms and Conditions for Movers Swiss Cottage

These Terms and Conditions set out the basis on which Movers Swiss Cottage provides moving, packing, loading, transport and related removal services to customers in the UK. By booking or accepting a service, you agree to these terms in full. Please read them carefully before confirming your move, as they explain how the booking process works, what payments are required, when cancellations apply, how liability is limited, and how waste regulations are handled. Throughout this document, references to the Company, we, us and our mean Movers Swiss Cottage, and references to you and the customer mean the person or business placing the booking.

These terms apply to all moving services supplied by Movers Swiss Cottage, including domestic removals, office moves, furniture transportation, packing assistance, storage-related collection and delivery, and the handling of unwanted items for disposal where agreed. They are intended to be clear, fair and practical. If any special conditions are agreed in writing for a particular job, those special conditions will apply only to that job and will override these terms only where expressly stated.

By requesting a quotation or making a booking, you confirm that you are authorised to do so on behalf of all persons concerned with the move, including any property owner, tenant, landlord, business owner or other stakeholder. You also confirm that all information provided is accurate and complete, including addresses, access conditions, parking restrictions, inventory details, dates, and any items requiring special handling. Failure to provide accurate information may affect the price, timing, and performance of the service.

1. Booking process

Bookings may be made through our accepted booking channels and will only become binding when we confirm them. A quotation is usually based on the information you provide at the time of enquiry. Quotations may be fixed-price or estimated, depending on the nature of the job. Any estimate provided by Movers Swiss Cottage is based on the scope, access, time, labour, and vehicle requirements described by you. If the actual service differs from the information supplied, we may revise the quotation accordingly.

Before confirming a booking, we may request additional details such as photographs, floor plans, access restrictions, inventory lists, or information about heavy, fragile, valuable, or unusually shaped items. We may also require a pre-move survey where appropriate. Once a booking is accepted, we will confirm the date, expected timing, services included, and any deposit or advance payment required. It is your responsibility to ensure that the agreed service matches your needs before the booking is confirmed.

The customer must ensure that there is adequate access to the property and that the move can be carried out safely. This includes making sure that parking arrangements, lift access, stair access, permits, and entry permissions are in place. If delays occur because access is not ready, we may charge waiting time, abortive costs or additional labour. We reserve the right to refuse to move items where doing so would create a safety risk or would likely cause damage to property, items, or persons.

2. Payments and charges

All prices are subject to the information provided by you at the time of booking. Unless otherwise agreed, prices are quoted in pounds sterling and may be subject to VAT where applicable. Payment terms will be confirmed at the time of booking and may include a deposit, partial upfront payment, or full payment before or on completion. The customer agrees to pay all charges in accordance with the agreed payment schedule.

If the service is booked on an hourly basis, time will normally start when the team arrives at the agreed location or at the agreed start time, whichever is later, and will continue until the job is completed or until the agreed minimum charge has been reached. Any additional time, extra stops, parking costs, tolls, congestion charges, storage handling, or specialist equipment requested during the job may be charged separately. Where an inventory changes materially after booking, the price may be adjusted to reflect the revised scope.

Late payment may result in administration charges, interest, or recovery action where permitted by law. Any deposit paid may be non-refundable except where cancellation rights under these terms apply. If payment is made by card, bank transfer, or another approved method, you must ensure that the payment account is authorised and that funds are available. We are not responsible for delays caused by banking or payment processing systems outside our control.

3. Cancellations, rescheduling and no-shows

You may request to cancel or reschedule a booking by giving us notice as early as possible. The amount payable, if any, will depend on the timing of the cancellation, whether staff or vehicles have already been allocated, and whether specialist arrangements have been made. Where a cancellation is made after we have begun preparations, we may charge for reasonable costs incurred, including labour, vehicle allocation, packing materials ordered specifically for your move, and other non-recoverable expenses.

If you wish to reschedule, we will try to accommodate the new date subject to availability. However, rescheduling is not guaranteed and may be treated as a cancellation followed by a new booking if the original slot cannot be reassigned. If you are not present at the agreed time and location, or if the move cannot proceed because access is not available, we may treat this as a no-show and charge the applicable abortive costs. Any refund will be made only where required by law or expressly agreed in writing.

We reserve the right to cancel or postpone a booking where circumstances outside our reasonable control make it unsafe or impractical to perform the service, including severe weather, traffic disruption, vehicle breakdown, staff illness, or events affecting access or safety. In such cases, we will make reasonable efforts to offer an alternative date or appropriate remedy. We will not be liable for losses arising from a cancellation or delay caused by events beyond our reasonable control, except where liability cannot legally be excluded.

4. Liability, damage and claims

We will take reasonable care when carrying out moving services, but our liability is limited to the extent permitted by law. We are not responsible for pre-existing damage, wear and tear, hidden defects, or damage caused by items being insufficiently packed, inadequately protected, or inherently fragile. Where you pack items yourself, you accept responsibility for the safety and suitability of that packing unless we have expressly agreed in writing to inspect or pack those items.

Where our team packs items, we will use reasonable skill and care, but liability for loss or damage may still be limited if the item was already fragile, improperly stored, unstable, or unsuitable for transport. We are not liable for damage to items that are especially valuable, irreplaceable, or unusually delicate unless you have told us about them in advance and we have expressly accepted responsibility in writing. It is your duty to disclose any such items before the move begins.

Any claim for loss or damage must be reported to us as soon as reasonably possible and, in any event, within a reasonable time after the move is completed or the issue is discovered. You may be required to provide photographs, proof of value, proof of ownership, and any other information we reasonably need to assess the claim. We may inspect damaged items, and you must not dispose of them until the claim process is complete unless we agree otherwise. Our total liability for any claim will not exceed the amount paid for the relevant service, except where a higher limit is required by law.

5. Customer responsibilities and site conditions

To help ensure a smooth service, you must prepare the property and items for collection in advance, unless packing or disassembly is specifically included in the booking. This includes emptying drawers where required, securing loose parts, removing personal items from appliances, and ensuring that pathways are clear. You must also tell us about any hazards, restricted access, fragile surfaces, low ceilings, narrow stairways, or other conditions that may affect the move.

If the move requires dismantling or reassembly, the customer must ensure that the correct fixings, instructions, and access are available. We are not responsible for items that cannot be reassembled due to missing parts, manufacturer defects, or pre-existing damage. If we agree to move plants, perishables, liquids, flammables, batteries, or other restricted items, you must ensure that they are legally and safely transportable. We may refuse any item that we believe could create a risk to health, safety, property or compliance.

Children, pets and unauthorised persons should be kept clear of the working area. You are responsible for obtaining any permissions required from landlords, managing agents, building owners, neighbours, or local authorities. Where we have to wait because permissions, keys, lift access, or parking arrangements are not ready, additional charges may apply. Movers Swiss Cottage accepts no liability for delays or costs caused by your failure to make the site ready for work.

6. Waste handling, disposal and recycling regulations

Where waste removal or disposal forms part of the service, the customer must clearly identify the items to be taken away and confirm that they belong to you or that you are authorised to dispose of them. We will handle waste in accordance with applicable UK waste and environmental laws, including the duty to ensure lawful transfer, segregation, transport and disposal. We may refuse to remove items that are prohibited, hazardous, contaminated, or likely to breach waste regulations.

Waste services may only include items that have been agreed in advance. If additional waste is presented on the day of the move, we may decline to take it or charge a revised fee. You must not use our vehicles or staff to dispose of waste illegally, including fly-tipping, improper dumping, or disposal without required authorisation. Where waste transfer documentation is needed, you agree to provide accurate information and cooperate with any lawful record-keeping requirements. The customer remains responsible for ensuring that all waste handed over is lawfully presented for collection.

We may separate recyclable materials from general waste where this is operationally appropriate, but we do not guarantee that every item will be recycled. Electrical goods, furniture, mattresses, white goods, and other regulated waste streams may be subject to special handling or third-party processing. Any waste item that contains hazardous substances, sharp edges, biohazards, or other risks must be declared in advance. Failure to disclose such risks may result in refusal of service, extra charges, or liability for any resulting loss, contamination, or cleaning costs.

7. Delays, force majeure and suspension of service

We will use reasonable efforts to complete services on the agreed date and within the expected timescale. However, moving operations may be affected by traffic, parking enforcement, building restrictions, waiting times, weather, emergencies, or other operational issues. Time estimates are not guaranteed unless expressly agreed as fixed commitments in writing. If delays are caused by factors outside our control, we may adjust the schedule or suspend work until it is safe and practical to continue.

We are not liable for failure or delay in performance caused by events beyond our reasonable control, including but not limited to fire, flood, storm, strike, accident, public transport disruption, power failure, road closure, civil unrest, or government action. If such an event continues for a significant period, either party may be entitled to cancel the affected service on reasonable notice. In that event, you will remain responsible for any work already carried out and for any reasonable costs that cannot be recovered.

We may suspend or stop work if the conditions at the property become unsafe, if the customer behaves in a threatening or abusive manner, if payment terms are not met, or if continuing would breach the law. If the service is suspended due to your actions or omissions, we may charge for lost time, call-out costs and any expenses incurred in reaching the site. Any decision to suspend or discontinue work will be made reasonably and in good faith.

8. Complaints, interpretation and governing law

If you have a concern about the service, you should notify us promptly so that we may investigate and, where appropriate, try to resolve the issue. Providing early notice helps us inspect the matter while the relevant facts remain available. Any complaint should include enough detail to identify the booking, the issue raised, and the outcome you seek. Our aim is to deal with concerns fairly and within a reasonable period.

If any part of these terms is found to be unlawful, invalid or unenforceable, the remainder will continue in force. A failure by us to enforce any right or remedy under these terms will not amount to a waiver of that right or remedy. Headings are included for convenience only and do not affect interpretation. References to a statute or regulation include any modification or re-enactment of it from time to time.

These Terms and Conditions are governed by the laws of England and Wales, and any dispute arising from them shall be subject to the exclusive jurisdiction of the courts of England and Wales. By using the services of Movers Swiss Cottage, you confirm that you have read, understood and agreed to be bound by these terms. They form the complete agreement between you and the Company in relation to the services booked, unless changed in writing by authorised agreement.