Terms and Conditions for Removals Cotland Services

These Terms and Conditions apply to all removals services provided by Removals Cotland, including domestic moves, office relocations, furniture transport, and related handling services. By making a booking, requesting a quote, or instructing us to carry out any work, you agree to be bound by these terms. Please read them carefully before confirming your removals contract, as they set out your rights, responsibilities, and the limits of our obligations.

For the purposes of these Terms and Conditions, references to ???we??�, ???us??�, and ???our??� mean Removals Cotland, and references to ???you??� and ???your??� mean the customer or any person acting on the customer???s behalf. These conditions are intended to be clear and fair, and they apply to the full scope of our removal services unless we have agreed different terms in writing.

If any part of these terms is found to be unenforceable, the remaining sections will continue to apply. Nothing in these terms affects your statutory rights as a consumer under UK law. Where we provide additional written terms for a particular job, those terms will apply alongside these general conditions, provided they do not conflict with applicable legislation.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking becomes confirmed only when we have received the required deposit, where applicable, and provided written confirmation of the agreed service. A quotation is based on the information you supply at the time of enquiry, including the volume of items, access conditions, parking restrictions, dates, and any special handling requirements. If the information changes, the quote may be revised.

When arranging a house removal or other relocation, you must provide accurate and complete information. This includes the address, property type, number of floors, lift availability, item dimensions, and details of any fragile, valuable, or unusually heavy items. If access is more difficult than described, or if extra labour or vehicles are needed, additional charges may apply. We may refuse or amend a booking if the work presents a risk to property, staff, or the public.

We will agree a moving date, estimated time of arrival, and service scope where possible, but these are not guaranteed unless expressly stated in writing. The customer is responsible for ensuring that all decision-makers, landlords, managing agents, or building representatives have approved the move and any necessary access arrangements. Any delay caused by incomplete access or missing permissions may result in waiting charges or rescheduling fees.

2. Payments and Charges

Prices are usually quoted as fixed fees or estimated charges based on the information supplied. Unless otherwise agreed, payment is due in full on completion of the service. We may require a deposit to secure the booking, especially during busy periods or for larger removals. Deposits are non-refundable except where cancellation rights or our own breach of contract require otherwise.

Additional charges may apply for stairs, long carries, congestion caused by restricted access, waiting time, dismantling or reassembly, packing materials, storage, fuel surcharges, parking permits, tolls, and any extra services requested on the day. If our team reasonably believes that the work will exceed the original scope, we may pause the job to discuss revised charges before continuing. Any agreed extras will be payable in addition to the original quote.

Unless stated otherwise, all prices are exclusive of VAT where applicable. We accept payment methods that are confirmed at the time of booking. If payment is not made on time, we reserve the right to charge interest and recover reasonable costs of collection in accordance with the Late Payment of Commercial Debts legislation where applicable, or otherwise to pursue outstanding sums through lawful means.

3. Cancellations, Postponements, and Changes

Cancellations must be made in writing or by the method agreed at booking. If you cancel more than 14 days before the scheduled service date, any deposit may be retained only to the extent it reflects our reasonable administrative costs or non-recoverable expenses. If you cancel within 14 days of the service date, additional cancellation charges may apply to cover reserved labour, transport, or lost booking opportunities.

If you postpone rather than cancel, we will try to offer a new date, but availability cannot be guaranteed. Changes to the size of the move, the items included, access conditions, or completion times may lead to revised pricing. We are not responsible for losses arising from your decision to change the booking unless they result from our negligence or breach of contract.

If you fail to be present, do not provide access, or are otherwise unable to proceed at the agreed time, we may treat the booking as cancelled on the day and charge for wasted attendance, waiting, or any other reasonable costs incurred. For business customers, we may also charge for any vehicles or staff held available exclusively for your job. No cancellation charge will be unfairly imposed where consumer law requires a different outcome.

4. Customer Responsibilities

You are responsible for ensuring that all items are properly packed, secured, and ready for transport unless we have agreed to provide packing services. You must remove or safely disconnect any hazardous, illegal, or prohibited items before the move. This includes flammable liquids, pressurised containers, chemicals, firearms, live animals, perishable goods, and any items that we reasonably consider unsafe to handle.

You must also ensure that appliances are disconnected correctly, utilities are isolated where necessary, and all drawers, doors, and lids are secured. We will not be liable for damage caused by the failure to prepare items properly, including items left loose inside furniture or appliances. Where we assist with dismantling or reassembly, this will be done on a best-efforts basis unless otherwise agreed in writing.

You are responsible for arranging parking, access permissions, lift bookings, and any permits required for the move unless we agree in writing to handle them. If parking or access is unavailable, we may be forced to work from a longer distance or delay the job, and extra charges may apply. You must tell us about any items of special value before the move begins so we can agree whether they should be transported, protected, or excluded.

5. Liability and Insurance

We will take reasonable care when providing our moving services, but our liability is limited to the extent permitted by UK law. We are not responsible for pre-existing damage, hidden defects, wear and tear, or damage caused by inadequate packing, inappropriate loading, or instructions given by you or your representatives. You should inspect your items before and after the move wherever reasonably possible.

Where we are legally liable for loss or damage to items while under our control, our liability may be limited to the repair cost, replacement value, or declared value, depending on the circumstances and any insurance arrangements in place. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other matter that cannot lawfully be excluded or limited.

Claims for damage, shortage, or loss should be reported as soon as reasonably practicable and, in any event, within a reasonable time after delivery. You should allow us a fair opportunity to inspect the affected items and investigate the circumstances. Failure to notify us promptly may affect our ability to assess the claim, but this does not remove any rights you have under consumer law.

6. Delays, Access Problems, and Force Majeure

We will use reasonable endeavours to carry out the service on the agreed date and within the expected time window. However, timing may be affected by traffic, weather, staff illness, breakdowns, access restrictions, or delays caused by other customers, suppliers, or third parties. Unless we have expressly guaranteed a completion time, any estimate provided is approximate.

We are not liable for delay or failure to perform our obligations where this results from events beyond our reasonable control, including severe weather, fire, accidents, strikes, road closures, government restrictions, or emergency conditions. In such cases, we may rearrange the service, suspend performance, or make alternative arrangements as appropriate. Any unavoidable extra cost caused by such events may be charged where lawful and reasonable.

If a delay occurs because you are not ready at the agreed time, we may apply waiting charges, abort the job, or reschedule the service. If we determine that the move cannot safely proceed due to unforeseen conditions at the property, we may withdraw our team and charge for time spent and costs reasonably incurred. We will act proportionately and in good faith in all such cases.

7. Waste Regulations and Disposal

Where we are asked to remove, transport, or dispose of unwanted items, all such work will be carried out in accordance with applicable UK waste regulations. You must be honest about the nature of any items to be removed and must not include hazardous, controlled, or illegal waste unless we have explicitly agreed to handle it and are lawfully permitted to do so. We may refuse items that do not comply with regulatory requirements.

You remain responsible for ensuring that items you ask us to collect are lawfully classed as waste and that you have the right to dispose of them. If items are to be reused, donated, recycled, or taken to a licensed facility, we may choose the most appropriate lawful route unless you instruct us otherwise and we agree in advance. Any special disposal fees, tipping charges, or licensing costs may be added to the invoice.

We will not knowingly transport hazardous waste, asbestos, chemicals, clinical waste, batteries beyond permitted limits, or electrical items that require specialist handling unless separate arrangements have been made in accordance with the law. If prohibited waste is discovered after collection, we may return it, isolate it, or report it to the relevant authority where required. You must indemnify us against any loss, fine, or cost arising from inaccurate descriptions of waste supplied by you, except where we are at fault.

8. Storage, Uncollected Goods, and Abandoned Items

If items are placed into storage, moved into temporary holding, or left uncollected after a service, separate storage terms may apply. You must collect any items you are entitled to receive within the timeframe notified to you. If items remain uncollected after reasonable notice, we may charge storage fees, administration fees, and any costs associated with safeguarding or returning them.

If you fail to collect items or cannot be contacted after reasonable attempts, we may treat the goods as uncollected and, where permitted by law, sell, dispose of, or otherwise deal with them to recover reasonable costs. Any action of this kind will be taken only after appropriate notice and in compliance with applicable legislation. We will always act fairly and keep records of our attempts to resolve the matter.

We may also refuse to release stored or retained items until all outstanding sums are paid in full, provided this is lawful and properly communicated. Title to any goods does not transfer to us unless we have a separate written agreement stating otherwise. This section is intended to protect both parties and ensure that items are handled responsibly.

9. Complaints, Notices, and General Provisions

If you have a complaint, you should raise it as soon as possible so that we can investigate promptly and seek a fair resolution. We may ask for photographs, descriptions, inventory details, or other evidence relevant to the issue. Any complaint will be handled in a reasonable and proportionate manner, and nothing in this clause restricts your legal rights.

Notices under these terms should be made in writing by the agreed communication method. We may update these Terms and Conditions from time to time, and the version in force at the time of booking will usually apply unless a legal change requires an immediate update. No waiver of any term will be effective unless confirmed in writing by an authorised representative.

Governing Law: These Terms and Conditions, and any dispute or claim arising from them or the services provided, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms in full. These conditions are designed to provide a clear framework for a professional removals service, ensuring transparency around booking, payment, cancellation, liability, waste handling, and legal responsibility. If any provision is inconsistent with mandatory law, that provision will be interpreted to reflect the lawful position as closely as possible.