Highgate Removals Terms and Conditions

These Terms and Conditions set out the basis on which Highgate Removals provides domestic and commercial moving services in the UK. By making a booking, you agree that these terms apply to the services requested, whether the work involves a full house move, an office relocation, furniture transport, or a related removal service. The aim of these removal terms is to create clarity on how bookings are accepted, how payments are handled, what happens if plans change, and how responsibilities are allocated before, during, and after the move.

In these Terms and Conditions, references to ???we??�, ???us??�, and ???our??� mean Highgate Removals, and references to ???you??� or ???the customer??� mean the individual or business entering into the service agreement. These terms apply to all standard moving services unless we have agreed a separate written contract. If any special arrangements are made, they must be confirmed in writing and will take priority only to the extent expressly stated.

Please read these Highgate Removals terms carefully before confirming a booking. If you do not agree with any part of them, you should not proceed with the service request. We may update these terms from time to time, and the version in force at the time your booking is accepted will usually govern that specific job. Any future changes will not affect a completed booking unless both parties agree otherwise.

1. Booking process

A booking is normally made following an enquiry and an assessment of the requested work. We may provide an estimate based on the information you supply, such as the size of the property, access arrangements, item lists, packing needs, storage requirements, and any special handling concerns. A removal booking is only confirmed once we have accepted the job, the service date has been agreed, and any required deposit or pre-authorisation has been received where applicable.

It is your responsibility to provide accurate and complete information when requesting a quote or confirming a move. This includes details of the pickup and delivery addresses, parking restrictions, lift access, stairs, bulky items, fragile goods, and any delays or access limitations. If the information provided is incomplete or incorrect, we may revise the quote, alter the vehicle size, adjust the staffing, or change the schedule to reflect the actual requirements.

2. Changes to the booking

If you need to amend a booking, you must tell us as soon as reasonably possible. Changes to the date, time, inventory, or collection and delivery addresses may affect price, availability, and the resources required. We will try to accommodate reasonable requests, but a change will only be binding if we confirm it in writing or by another recorded method. Any revised arrangement may also be subject to updated charges.

Where a move is scheduled for a peak period, or where specialist equipment or additional crew members are needed, we may require advance notice for any adjustment. If a change is made at short notice and we are unable to complete the job as originally agreed, we may treat the original booking as cancelled for the affected portion of the service. Our moving service terms are designed to keep the process fair while allowing for operational realities.

3. Payments and charges

The price for the service will be based on either a fixed quotation or an hourly/daily rate, depending on the type of work agreed. Any estimate is prepared using the information available at the time and may be adjusted if the actual work differs materially from that description. Examples include additional items, delays caused by access issues, waiting time, parking penalties, or requests for extra services such as dismantling, reassembly, or packing materials.

Unless otherwise agreed, payment is due in accordance with the invoice issued for the job. We may require a deposit to secure the date, and the balance may be payable before unloading is completed or immediately after the service, depending on the arrangement made. Accepted payment methods, timing, and any late-payment consequences will be confirmed at booking or stated on the invoice. If payment is not made on time, we may charge interest and reasonable recovery costs to the extent permitted by law.

All prices are stated in pounds sterling unless we expressly agree otherwise. Any taxes, levies, or third-party charges relating to the move will be shown where applicable. If a payment is reversed, disputed without valid reason, or not honoured, you remain responsible for the full amount due together with any associated bank or administration charges. For the avoidance of doubt, a UK removals agreement does not create entitlement to withhold payment simply because a move took longer than expected due to circumstances outside our control.

4. Cancellations and postponements

You may cancel or postpone a booking by giving us notice as soon as possible. The amount payable on cancellation may depend on how much notice is provided and whether we have already incurred costs, reserved staff, hired equipment, or turned away other work. If you cancel close to the scheduled date, you may be charged a cancellation fee or part of the agreed service price, particularly where the booking was secured for a specific day and time.

If we need to cancel or postpone the service due to operational reasons, safety concerns, adverse weather, vehicle failure, staff illness, or other circumstances beyond our reasonable control, we will try to offer an alternative date or suitable arrangement. We will not be liable for losses caused by such changes except as required by law. Our goal is to minimise disruption while maintaining a safe and lawful removal service.

5. Customer responsibilities

You must ensure that the premises, items, and access routes are ready for the move at the agreed time. This includes arranging appropriate parking permissions, securing permits where necessary, disconnecting appliances if that is your responsibility, and ensuring that children, pets, and unauthorised persons are kept away from the work area. You must also notify us in advance of any items requiring special care, including artwork, antiques, fragile glass, high-value possessions, or goods subject to temperature or handling limits.

Unless we have expressly agreed to provide packing as part of the service, you are responsible for adequately packing and labelling your own goods. We are not liable for damage to items that were poorly packed, inadequately protected, structurally unsound, or not suitable for transport. If you instruct us to move items that appear unsafe, overloaded, or improperly prepared, we may refuse to handle them unless and until the risk has been reduced to an acceptable level.

You are also responsible for checking that all goods loaded onto the vehicle are listed correctly and that no prohibited, dangerous, or unlawful items are included. Our staff may refuse to transport any item that could pose a risk to people, property, or the vehicle. A clear and accurate inventory helps prevent misunderstanding and supports a reliable house removal terms process.

6. Liability and limitation of responsibility

We will take reasonable care when carrying out the service and handling your belongings. However, our liability is limited to the extent allowed by UK law and the specific nature of the loss. We are not responsible for damage caused by items that were already defective, inadequately packed, structurally weak, or unsuitable for transport. We are also not responsible for loss caused by your own instructions, inaccurate information, or failure to prepare the property or goods properly.

Where we are legally liable for loss or damage, our responsibility may be limited to the repair, replacement, or depreciated value of the affected item, taking account of its age, condition, and the circumstances of the incident. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under law. Nothing in these removal company terms affects your statutory rights as a consumer where applicable.

If you wish to make a claim, you should notify us as soon as reasonably practicable and provide supporting evidence, including photographs, proof of ownership or value, and a description of the alleged loss. Any claim must be assessed in good faith and in a reasonable time. Failure to notify us promptly may affect our ability to investigate the matter fairly.

7. Waste regulations and prohibited items

If the service includes the removal of unwanted items, disposal of packaging, or collection of goods for waste transfer, both parties must comply with applicable UK waste regulations. We will only handle waste where it is lawful for us to do so and where the nature of the waste has been properly disclosed. You must not ask us to remove hazardous, clinical, chemical, asbestos-related, or other controlled waste unless this has been expressly agreed in advance and handled in accordance with the relevant legal requirements.

Waste must be described accurately so that it can be transported, stored, or disposed of lawfully. You remain responsible for ensuring that any waste transfer or disposal arrangement is authorised, documented, and consistent with current regulations. If required, we may provide a waste transfer note or similar record for the items collected. We may refuse any material that is not suitable for ordinary removal or that would expose us to regulatory breach, environmental harm, or health and safety risk.

Where items are set aside for disposal rather than relocation, you confirm that you have the right to dispose of them and that they do not contain personal data, restricted substances, or hidden contents that could create a legal issue. You must not include batteries, pressurised containers, or electronic waste in a manner that conflicts with waste handling rules unless we have agreed to manage them separately and lawfully. Compliance with these rules helps ensure that UK removal services are delivered responsibly and in line with environmental obligations.

8. Storage, delayed delivery, and access failures

If the delivery location is inaccessible, not ready, or unsafe at the agreed time, we may place goods into temporary storage, reschedule delivery, or return items to our depot or another suitable location at your cost. Any storage, re-delivery, waiting, or redirection charges will be payable by you. We may also charge for additional labour where a delay is caused by poor access, key issues, restricted parking, missing documentation, or other matters within your control.

Where goods are held in storage, whether temporarily or for a longer period, separate terms may apply to the storage arrangement. These terms may cover access, inspection, insurance, release of goods, and payment for ongoing storage costs. If payment remains outstanding, we may retain goods to the extent permitted by law until all sums due are settled. This does not affect any rights you may have under applicable law or any contractual term expressly agreed in writing.

9. Insurance and risk

Risk in the goods normally passes in line with the service arrangement agreed between the parties and the point at which items are handled, loaded, transported, and delivered. You are encouraged to arrange appropriate insurance for items of significant value or sentimental importance. Unless expressly stated, our service does not automatically include full goods-in-transit insurance covering every item at full replacement value.

Where insurance is arranged by us or made available through a third party, the scope, exclusions, excesses, and claim procedures will depend on the relevant policy terms. Any insurance support is separate from these Terms and Conditions and cannot increase our liability beyond the permitted legal limits or the policy wording. It remains your responsibility to read and understand any cover you choose to obtain.

10. Force majeure

We will not be liable for failure or delay in performing the service where the failure or delay is caused by events beyond our reasonable control. Such events may include severe weather, fire, flood, road closures, accidents, strikes, civil unrest, epidemics, supply failures, or government restrictions. Where a force majeure event occurs, we may suspend the service, reschedule the move, or adjust the scope of work to the extent reasonably necessary.

If a force majeure event prevents completion of the service, we will act fairly and try to recover the position as soon as practicable. Any additional costs caused by the event may be charged if they are unavoidable and directly linked to the disruption, provided this is lawful and reasonable in the circumstances. We will not be responsible for indirect losses arising from such events.

11. Governing law and disputes

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with a booking, quotation, payment, cancellation, or claim shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If you are a consumer, any rights you have under applicable consumer legislation remain unaffected by this provision.

Before starting formal proceedings, both parties should try to resolve any disagreement promptly and reasonably. We may request written details of the issue, relevant documents, and a fair opportunity to investigate and respond. This process is intended to promote efficient resolution without unnecessary escalation. By booking with Highgate Removals, you acknowledge that a removals service agreement is based on cooperation, accurate information, and compliance with the responsibilities described in these terms.

If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. The unenforceable part will be modified only to the minimum extent needed to make it effective where possible. No failure or delay by us in exercising a right will operate as a waiver of that right unless we expressly agree in writing. These terms form the legal framework for the service and should be read together with any booking confirmation or written quotation that accompanies them.

12. Final provisions

These Terms and Conditions constitute the full agreement between you and Highgate Removals in relation to the service booked, unless a separate written contract says otherwise. Any oral statements made before confirmation are not intended to override the written terms unless we expressly agree. If you proceed with a booking, you confirm that you have read, understood, and accepted these terms on behalf of yourself or your organisation.