Catford Removals Service Terms and Conditions
These Catford removals service terms and conditions set out the basis on which moving services are supplied to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing the work to begin, the customer agrees to these terms. They apply to domestic and commercial moving services, including packing, loading, transport, unloading, and any agreed ancillary tasks. These terms are intended to be read alongside any written quotation, booking confirmation, and service notes provided before the move. If there is any inconsistency, the written quotation or service confirmation will take precedence for the specific job in question.
Catford Removals aims to provide a professional and orderly service, but the customer must ensure that the information supplied before the move is accurate and complete. This includes details of property access, parking restrictions, lift availability, item quantities, fragile possessions, and any items requiring special handling. The service is priced and scheduled on the basis of the information provided. If the actual job differs materially from what was described, additional charges, revised timings, or service limitations may apply. The customer is responsible for obtaining any permissions required for parking, access, or the use of service lifts where applicable.
These terms are designed to be fair and transparent. They do not remove any rights that a customer may have under applicable UK law, including rights arising under consumer legislation where relevant. However, the service provider will not be responsible for losses caused by inaccurate instructions, hidden defects, poor packing by the customer, or circumstances outside reasonable control. Customers should review these terms carefully before confirming a booking. If the customer does not agree to any part of the terms, the service should not be booked.
1. Booking Process
A booking is made when the customer accepts a quotation, provides the required booking details, and receives confirmation from Catford Removals. Quotation acceptance may be made by email, approved online form, or another written method agreed by both parties. A booking is not guaranteed until it has been confirmed. The company may request photographs, inventories, or a survey before issuing a fixed price quotation. In some cases, an estimated price may be provided instead of a fixed price, particularly where the volume of goods or access arrangements cannot be verified in advance.
The booking confirmation will normally include the planned date, estimated arrival window, scope of work, pricing basis, and any special terms agreed for the move. The customer should check all details immediately and report any errors or omissions without delay. If the booking is made on behalf of another person, the individual making the booking confirms that they have authority to do so and that the end customer will comply with these terms. The company may refuse, cancel, or amend a booking where the information provided appears incomplete, misleading, or unsafe.
2. Changes to the Booking
Reasonable changes to a confirmed booking may be accepted where operationally possible, but the company is not obliged to accommodate amendments. Changes may include alterations to date, time, addresses, access conditions, item volumes, or required services such as packing or dismantling. Where changes affect labour, vehicle size, timing, or risk, the quotation may be revised accordingly. If the customer requests additional services on the day of the move, these will be charged at the applicable rate, subject to availability.
3. Payments Payment terms will be set out in the quotation or booking confirmation. Unless otherwise agreed in writing, a deposit or reservation fee may be required to secure the date, with the balance payable before commencement or on completion, depending on the service arrangement. The company may accept bank transfer, card payment, or another agreed payment method. Any bank charges, failed payment fees, or costs caused by chargebacks or reversed transactions may be recovered from the customer where lawful. Prices are normally quoted inclusive or exclusive of VAT as stated in the quotation.
The customer must ensure that payment is made in full and on time. If payment is overdue, the company may suspend the service, retain goods until paid where lawful, or recover reasonable costs associated with collection. Late payment may result in interest or administrative fees where permitted by law and clearly notified in advance. The company may also require full prepayment where the customer has previously failed to pay on time, where the job has a high value, or where the move involves unusual risk or short notice.
4. Cancellations and Rescheduling
The customer may cancel a booking by giving written notice. Cancellation charges may apply depending on the amount of notice provided and any non-recoverable costs already incurred, such as crew allocation, vehicle reservation, materials, storage arrangements, or third-party charges. If the customer cancels at short notice, a significant proportion of the agreed fee may be payable. If cancellation occurs after the crew has been dispatched or after the service has started, the customer may be liable for the full or partial cost of the work already performed.
Where the customer requests rescheduling, the company will try to offer a new date, but this is subject to availability. If the booking was made during a peak period or at short notice, rescheduling may not be possible without a revised quotation. The company may cancel or postpone a booking due to unsafe conditions, access problems, extreme weather, vehicle breakdown, illness, legal restrictions, or other events beyond reasonable control. In such cases, the company will seek to rearrange the move at a mutually convenient time, but it will not be liable for indirect losses caused by the postponement.
5. Customer Responsibilities
The customer must ensure that all items are adequately packed, unless packing has been included in the agreed service. Delicate, high-value, or easily damaged items should be clearly identified, and the customer should remove or secure loose parts where appropriate. The customer is responsible for disconnecting appliances, draining liquids, and ensuring that hazardous goods are not included unless the company has expressly agreed to handle them in compliance with law and safety requirements. The customer must also ensure that keys, passes, and access codes are available at the time required for the move.
It is the customer’s responsibility to confirm that all addresses, floor levels, and access points are correct. Any delay caused by incorrect information, missing keys, blocked access, or failure to secure parking may result in additional charges. The customer must also ensure that items to be moved are owned by them or that they have authority from the lawful owner. The company may refuse to move items that appear stolen, prohibited, unsafe, or capable of causing damage to other property, vehicles, or personnel.
6. Liability The company will take reasonable care of the customer’s goods while they are in its possession, but liability is limited to the extent permitted by UK law. The company is not responsible for pre-existing damage, wear and tear, latent defects, or damage caused by poor packing by the customer. The company will not be liable for loss or damage resulting from items not being suitably protected, unless the company packed the items itself under a paid packing service and the damage arose from negligence. Any claim must be supported by evidence and notified promptly after the move.
7. Insurance and Claims Where the company maintains insurance for transit and handling, cover will be subject to the policy terms, exclusions, and claim limits. Insurance is not a guarantee against every loss and may not cover items packed by the customer, inherently fragile goods, electrical faults, or damage caused by misuse. The customer should consider whether additional cover is required for especially valuable possessions. Claims should be reported as soon as reasonably possible and, in any event, within the period specified in the service confirmation or policy documents. Failure to notify a claim promptly may affect the ability to investigate or recover losses.
For any claim, the customer should retain packaging, photographs, invoices, and any relevant records. The company may inspect damaged goods or request further information before deciding whether a claim is valid. If a claim is accepted, the company may choose to repair, replace, or compensate for the affected item, subject to the applicable limit of liability. The company will not be responsible for consequential loss, loss of profit, missed deadlines, or emotional distress arising from damage, delay, or cancellation, except where such exclusion is prohibited by law.
8. Waste Regulations and Disposal Any removal of waste, unwanted items, or discarded materials must comply with UK waste legislation and environmental requirements. Catford Removals will only remove waste where that service has been agreed in advance and where the waste is lawful to transport and dispose of. Customers must accurately describe any waste items and must not include hazardous, contaminated, clinical, or prohibited materials unless the company has expressly confirmed that it is authorised and equipped to manage them. The customer remains responsible for ensuring that items presented for disposal are lawful to transfer.
9. Waste Transfer Duties Where waste collection or disposal is included, the company may require a written description of the waste, the source of the waste, and any relevant supporting information. The customer may be asked to confirm that the waste does not include items subject to special controls. The company may refuse collection if it believes the waste could breach regulations or pose a safety risk. If the company arranges disposal through a third party, the customer agrees to provide any reasonable information needed to complete documentation required by law. Any illegal or misleading disposal request may result in immediate cancellation and additional charges.
Customers should note that waste remains subject to duty-of-care obligations. This means the customer must take reasonable steps to ensure waste is transferred only to an authorised and competent carrier or facility. If the company removes unwanted goods as part of a move, those goods may still be classed as waste if the customer intends them to be discarded. The company may issue records or receipts where appropriate. Customers must not place pressure on the company to dispose of materials in a manner that conflicts with environmental law or local authority guidance.
10. Delays, Access, and Unsafe Conditions Timings are estimates unless a fixed delivery window has been expressly agreed. Delays may occur due to traffic, weather, loading constraints, building access, or circumstances outside the company’s control. If the crew is delayed, the company will use reasonable efforts to inform the customer and minimise disruption. Where access is unsafe, insufficient, or impracticable, the company may suspend the job until the issue is resolved. The customer may be charged for waiting time or aborted attendance where the problem is attributable to the customer or the property.
11. Termination and Refusal of Service The company may refuse to begin, continue, or complete a service if the customer fails to pay, provides materially inaccurate information, behaves abusively, presents unlawful items, or creates a health and safety risk. The company may also terminate the service if continuing would breach law, insurance conditions, or operational safety standards. If termination is required because of the customer’s conduct or breach of these terms, the customer will remain liable for work already completed and for any unavoidable costs incurred.
12. Governing Law These terms and conditions, and any dispute or claim arising from them, are governed by the law of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be treated as severed and the remaining terms shall continue in full force. No failure or delay by the company in enforcing any right shall operate as a waiver of that right.
These Catford removals terms form the entire agreement between the customer and the company in relation to the service, except where expressly varied in writing. The customer should retain a copy for reference before and after the move. By confirming a booking, the customer acknowledges that they have read, understood, and agreed to be bound by these conditions, including the rules on booking, payment, cancellation, liability, waste handling, and governing law.