Bromley Removals Service Terms and Conditions

These terms and conditions set out the basis on which Bromley Removals provides moving and related services to domestic and commercial customers. By making a booking, accepting a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to provide clarity on the booking process, payments, cancellations, liability, waste handling, and the legal framework governing the service. If any part of these terms is not understood, the customer should review them carefully before confirming a service.

For the purposes of these terms, “we”, “us”, and “our” refer to Bromley Removals, and “you” or “the customer” refers to the person or business requesting the service. The services may include removals, collection, delivery, packing support, loading, unloading, furniture handling, storage coordination, disposal of agreed waste items, and any other work specifically listed in the quotation or booking confirmation. No implied service is included unless it is clearly agreed in writing.

These conditions apply to all quotations and bookings unless we expressly agree otherwise in writing. Any variation must be authorised by us. If there is any inconsistency between these terms and a written quotation or specific service agreement, the written document will prevail only to the extent of the inconsistency. The remainder of these terms will continue to apply in full.

1. Booking Process

All bookings are subject to availability, crew allocation, vehicle availability, and confirmation of the service requirements. A booking request does not itself create a binding contract until we have accepted the job in writing, by email, invoice, deposit confirmation, or other clear written acknowledgement. We may ask for further details before acceptance, including access restrictions, parking conditions, item lists, dates, and the scope of the move.

The customer must provide accurate and complete information when requesting a quote or booking a removal service. This includes the number and type of items, any heavy or fragile goods, stairs, lift access, long carries, parking limitations, and any special handling needs. If the information provided is inaccurate or incomplete, we may revise the quotation, adjust the crew size, change the vehicle requirement, or refuse to proceed if safe completion becomes impractical.

Where an estimate is provided based on limited information, it is given in good faith but may change if the actual service differs from the original description. In the case of a fixed-price quotation, the price is based on the facts supplied by the customer and the assumptions stated in the quotation. If those facts change, the price may be adjusted accordingly. Customers should ensure they review the booking details carefully before acceptance.

We may require a deposit to secure a booking, especially for larger moves, weekend work, short-notice jobs, or services involving specialist handling. The deposit amount, if applicable, will be stated in the quotation or invoice. The booking is only confirmed once the required deposit has been received and cleared. If a deposit is not paid by the stated deadline, we may release the slot to another customer.

We reserve the right to refuse or cancel a booking if we believe the service cannot be completed safely, lawfully, or within the agreed conditions. This includes circumstances where a customer has withheld important information, where the property is unsafe, where access is impossible, or where the requested work would exceed the capabilities of the vehicle or crew assigned.

2. Payments and Charges

Unless otherwise agreed in writing, payment is due in full on completion of the service, or in advance where stated on the quotation or invoice. We may accept bank transfer, card payment, or other approved methods as communicated at the time of booking. Any payment method is subject to processing times and any applicable charges that are clearly disclosed before payment is made.

All prices are quoted exclusive of any additional work not included in the original scope. Additional labour, waiting time, parking charges, congestion charges, access fees, redelivery costs, or disposal fees may be charged separately if they arise during the job and are not caused by our error. We will normally explain any additional cost before it is incurred where reasonably practicable.

If the service takes longer than expected due to circumstances outside our control, including delays at the collection or delivery address, incomplete preparation, traffic disruption, or unavailability of lift access, we may charge for extra time at the rate stated in the quotation or our standard pricing. Waiting time and additional mileage may also be charged where the crew or vehicle is held up beyond a reasonable allowance.

The customer is responsible for ensuring that payment can be made promptly at the end of the job. If payment is not received when due, we may charge reasonable recovery costs, interest where permitted by law, and any associated administrative costs. We may also suspend further services, retain goods where lawful, or refer the matter for debt recovery action. Title to any goods or materials supplied by us does not pass until full payment has been received.

Promotional prices, discounts, and offers may be withdrawn at any time and apply only to the specific service and period stated. Any quotation is valid for the period shown on it, or, if no period is stated, for a reasonable time only. Prices may change if there is a significant delay between quotation and booking or if market conditions materially alter the service cost.

3. Cancellations, Rescheduling, and Customer Changes

Customers may request cancellation or rescheduling by giving notice in writing. The amount payable, if any, depends on the time of cancellation, the level of preparation already undertaken, and any non-recoverable costs we have incurred. Cancellations made at short notice may result in a cancellation fee, which may include the deposit or a proportion of the booking value where the slot cannot be reallocated.

If the customer requests a change to the date, time, scope, address, or access arrangements, we will try to accommodate it, but any change is subject to availability and may result in a revised quotation. We are not obliged to accept changes that materially alter the work or create unreasonable operational difficulty. A change to the service may also require revised staffing, different equipment, or a different vehicle type.

If the customer is not present at the agreed start time and has not arranged otherwise, or if access is unavailable when our team arrives, we may treat the job as delayed or cancelled by the customer. In those circumstances, reasonable waiting charges, aborted job fees, or rescheduling costs may apply. If the service cannot proceed because the customer has failed to provide access, keys, parking permissions, or accurate instructions, we may charge for our wasted attendance.

We may cancel or postpone a booking if circumstances arise beyond our control, including severe weather, accidents, vehicle breakdown, staff illness, road closures, or other operational issues. In such cases, we will use reasonable efforts to contact the customer and offer an alternative date or time. Our liability for any inconvenience caused by such unavoidable events will be limited to the amount already paid for the affected service, subject to the liability provisions below.

4. Service Standards and Customer Responsibilities

We will provide the service with reasonable care and skill, using suitable equipment and appropriately trained staff. However, the customer must cooperate fully to allow safe and efficient completion. This includes ensuring that all goods are packed appropriately unless packing has been expressly included in the service, that fragile items are clearly identified, and that any hazardous or prohibited items are removed in advance.

The customer is responsible for obtaining any permissions required for parking, access, loading, or unloading at either address. Where permits, temporary suspensions, building approvals, lift bookings, or access codes are required, the customer must arrange them unless we have expressly agreed in writing to do so. Any delay caused by missing permissions may result in additional charges.

We may refuse to move items that are unsafe, illegally stored, prohibited, or likely to cause injury or damage. This includes, without limitation, explosives, gas cylinders, solvents, batteries that present a fire risk, live animals, perishable goods, and any items restricted by law or by the receiving property. If we agree to handle a specialist item, this agreement must be recorded in writing and may be subject to separate conditions.

Where the customer packs their own items, they remain responsible for the adequacy of the packing, labelling, and declaration of contents. We are not liable for damage caused by poor packing, overloaded boxes, hidden defects, or unsuitable containers unless the damage was directly caused by our negligence. Similarly, the customer should ensure that dismantled items, furniture with loose fittings, and electronics are prepared in line with manufacturer or safety guidance before the move begins.

5. Liability and Insurance

We will take reasonable care of items entrusted to us, but liability is limited to losses or damage caused by our proven negligence, wilful misconduct, or breach of contract. We are not responsible for pre-existing damage, items that were not disclosed as fragile or valuable, or defects arising from wear and tear, hidden weakness, improper packing, or the natural movement of items during transit.

If any item is damaged or lost while in our custody and the issue is caused by our negligence, our liability will normally be limited to the reasonable repair cost, replacement value, or an agreed declared value where such a value has been accepted in writing. We may request evidence of ownership, age, condition, and value before agreeing any settlement. Depreciation may be considered when calculating compensation.

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 that, we will not be liable for indirect loss, loss of profit, loss of business, loss of anticipated savings, emotional distress, or any consequential loss arising from delay, cancellation, or service interruption.

The customer must notify us of any loss or damage as soon as reasonably practicable and, in any event, within a reasonable time after completion of the service or discovery of the issue. Failure to report a problem promptly may affect our ability to investigate and may limit any remedy available. Claims should be supported by photographs, item descriptions, and any relevant purchase or repair information.

Where we act on the customer’s instructions despite warnings about risk, access difficulty, or item fragility, the customer accepts responsibility for any resulting consequences unless those consequences were caused by our negligence. If the customer instructs us to carry out work in a manner that may expose items or property to risk, we may refuse, amend the method, or require a written acknowledgement before proceeding.

6. Waste, Disposal, and Regulatory Compliance

Where our service includes the removal, transport, or disposal of waste, the customer must ensure that any items presented for disposal are accurately described. We only handle waste that is lawful to transport and dispose of under applicable waste legislation. We may ask the customer to confirm whether items contain hazardous components, electrical parts, batteries, chemicals, or other regulated materials before collection.

We will not knowingly dispose of waste in a manner that breaches environmental or licensing requirements. Any waste transfer, sorting, recycling, or disposal will be carried out in compliance with applicable regulations, and we may use authorised third-party facilities or carriers where appropriate. By requesting disposal, the customer confirms that they have the right to transfer the items and that they are not stolen, contaminated, or otherwise unlawful to move.

The customer must not include prohibited waste unless we have expressly agreed in writing to handle it. Additional charges may apply for specialist disposal, segregation, weighbridge fees, or compliance costs. If prohibited or undeclared hazardous items are discovered during a job, we may suspend work, isolate the item where safe, and notify the customer. The customer will be responsible for all additional expense arising from inaccurate declarations.

Any documentation required for waste transfer or disposal may be completed by us, the customer, or both, depending on the service provided and the legal requirements in force at the time. The customer agrees to cooperate with any lawful request for information needed to complete documentation accurately. We reserve the right to refuse waste that does not meet legal or safety standards.

7. Delays, Access, and Force Majeure

We aim to arrive within the time window agreed, but arrival times are estimates unless expressly guaranteed in writing. Delays may occur because of traffic, weather, incidents, access problems, or the length of earlier jobs. We will take reasonable steps to keep the customer informed if we become aware of a significant delay.

If the customer’s premises are inaccessible, unsafe, or materially different from the information provided, we may delay, reduce, or stop the service until the issue is resolved. Any time lost because of these problems may be charged as waiting time or added to the overall job duration. Where a building rule, security requirement, or access restriction prevents completion, the customer remains responsible for the consequences.

We are not liable for failure or delay caused by events beyond our reasonable control, including industrial action, fire, flood, severe weather, transport disruption, public emergencies, epidemic restrictions, acts of government, or utility outages. If such an event prevents performance, we may suspend the booking, rebook the service, or cancel without liability other than refunding any payment for work not carried out, subject to lawful deductions.

8. Governing Law and General Provisions

These removals service terms are governed by the laws of England and Wales. Any dispute, claim, or matter arising from or in connection with these terms, the quotation, or the service provided will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in effect.

No person other than the customer and Bromley Removals has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, unless expressly stated otherwise in writing. Our failure to enforce any right or term on one occasion does not waive that right on any other occasion. Any waiver must be in writing and signed by an authorised representative.

These conditions, together with the accepted quotation and any written amendments, represent the entire agreement between the parties in relation to the service. The customer should retain a copy for their records. Continued use of our service after any update to these terms constitutes acceptance of the revised version, provided the updated terms have been made available in writing before the service commences.

For the avoidance of doubt, nothing in these terms affects any rights the customer may have under consumer protection law where the customer is acting as an individual and not in the course of business. These terms are intended to be fair, transparent, and consistent with applicable UK legal requirements for moving and related service contracts.