Norwood Removals Terms and Conditions
These Terms and Conditions set out the basis on which Norwood Removals provides moving, transportation, packing, storage coordination, and related removal services in the UK. By making a booking, accepting a quotation, or allowing our team to commence work, the customer agrees to be bound by these terms. For the purposes of these Terms and Conditions, references to “we”, “us”, and “our” mean Norwood Removals, and references to “you” or “the customer” mean the person, business, or other legal entity requesting the services. These terms apply to domestic and commercial removals, single-item transport, man and van services, packing support, dismantling and reassembly where agreed, and associated handling services unless a separate written contract states otherwise.
Our service is provided on the basis of the information supplied by the customer at the time of enquiry and booking. It is important that all details are accurate, complete, and disclosed in full, including the volume of goods, access conditions, parking restrictions, stair access, lift availability, fragile items, timing constraints, and any special handling requirements. If the information provided is incomplete or materially changes before the move date, we may revise the quotation, adjust the team size or vehicle allocation, or, where necessary, decline to proceed under the original terms. These terms are intended to ensure a clear and fair removals service for both parties.
A booking is only confirmed when we have issued a written quotation or confirmation and received any required deposit or advance payment, if applicable. The booking process may involve a site survey, video survey, or a quotation based on customer-supplied information. Where the service is booked on an estimate rather than a fixed price, the final charge may differ if the actual circumstances of the move differ from the information originally provided. Any request to add extra items, extend waiting time, alter the route, change dates, or provide additional labour may lead to an amended quotation. No employee, agent, or subcontractor has authority to vary these terms unless the variation is confirmed in writing by an authorised representative of Norwood Removals.
We aim to deliver a professional UK removals service with reasonable care and skill. However, removals work depends heavily on access, load characteristics, weather, traffic, parking availability, and customer cooperation. The customer must ensure that the property is ready for the move at the agreed time, that items are suitably packed unless packing has been arranged as part of the service, and that any goods requiring special handling are clearly identified in advance. Where parking or access restrictions apply, the customer is responsible for arranging any permits, suspensions, or permissions unless we have expressly agreed in writing to do so on the customer’s behalf. Delays caused by failure to provide suitable access may be charged as waiting time or additional service time.
Unless stated otherwise, quotations are based on the labour, vehicle, time, and scope of work described in the booking confirmation. The quote may exclude disassembly or reassembly of furniture unless specifically agreed, and it may exclude the handling of pianos, safes, antiques, fine art, oversized appliances, or other specialist items unless these have been declared and accepted in writing. We reserve the right to refuse to move items that are illegal, hazardous, improperly packed, or likely to damage other goods, vehicles, premises, or personnel. The customer must not load prohibited items into our vehicles without prior written agreement. If prohibited or undeclared items are discovered, we may suspend the move, require their removal, or cancel the service with the customer remaining liable for reasonable charges incurred.
Payment terms depend on the service booked and will be stated in the quotation or invoice. Unless otherwise agreed, all charges are due in accordance with the payment instructions issued by Norwood Removals and must be paid in full on or before completion of the service. Where a deposit is required, it secures the date and resource allocation and may be non-refundable except where required by law or where we cancel the booking without fault on the customer’s part. We may accept card payment, bank transfer, or other approved methods, but we are not obliged to accept cash or deferred payment. If the customer fails to pay any amount due, we may retain goods to the extent permitted by law, recover the unpaid sum, charge reasonable administrative costs, and suspend further services.
If a quotation is stated as fixed, it applies only to the exact scope described and only where the information provided is accurate and unchanged. If additional work is requested on the day of the move, including extra loading, unpacking, dismantling, stairs not previously disclosed, long carries, storage handling, or extra stops, we may charge a reasonable additional fee. Time-based bookings are subject to the actual duration worked, including unavoidable delays outside our control. Any unpaid invoices may accrue interest or recovery costs where permitted by the Late Payment of Commercial Debts legislation or other applicable law, particularly for business customers. For consumer customers, any interest or recovery action will be taken only in a manner permitted by consumer law and applicable regulations.
Cancellation and rescheduling requests must be made as soon as reasonably possible and in writing where practicable. If you cancel after a booking has been confirmed, we may retain all or part of any deposit to cover administration, diary reservation, and lost availability, subject to the Consumer Contracts Regulations and any other mandatory rights that apply. If the cancellation occurs close to the move date, we may charge a cancellation fee that reflects our genuine losses and reasonable costs. If we have already commenced work, dispatched vehicles, or committed staff and equipment, you may be liable for a larger proportion of the agreed fee. If we must cancel or postpone due to events beyond our reasonable control, we will aim to offer an alternative date, but we shall not be responsible for losses beyond the refund of any sums paid for services not provided.
If the customer is not ready at the agreed time, or if access is prevented, we may treat the booking as delayed, interrupted, or cancelled. Repeated failure to provide access or instructions may result in the job being terminated and charged accordingly. We reserve the right to decline, suspend, or end the service if our team is exposed to unsafe conditions, abusive behaviour, unlawful activity, infestation, structural risk, or conditions that could cause damage or injury. In such circumstances, the customer remains responsible for payment for work completed and any unavoidable costs reasonably incurred. We may also require proof of identity, proof of address, or authority to move goods where appropriate, particularly for commercial or shared-premises removals.
Our liability is limited to loss or damage caused directly by our negligence or breach of contract, and only to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. For consumer removals, any statutory rights you have under the Consumer Rights Act 2015 or other applicable legislation remain unaffected. Where we are liable for damage to goods, we may repair, replace, or pay the reasonable diminution in value, but our total liability will normally be capped at the lower of the declared value of the goods or the amount recoverable under any applicable insurance arrangement, unless mandatory law requires otherwise.
We are not responsible for loss or damage caused by items that were not adequately packed, secured, or protected by the customer, unless we expressly agreed to pack those items or the damage was caused by our negligence in handling them. We do not accept liability for pre-existing defects, cosmetic wear, minor scuffs, surface scratches to furniture, chipped paint, loosened fittings, or damage arising from the ordinary risks of moving bulky items where reasonable care was used. Delicate or high-value items, including jewellery, cash, documents, and irreplaceable personal effects, should be carried by the customer unless we have specifically agreed to transport them and the arrangement is recorded in writing. The customer is expected to notify us of any items of exceptional value before the move date.
Insurance, where arranged or included, is not a substitute for proper packing, disclosure, and risk management. Any claim for damage or loss must be notified promptly, with reasonable evidence provided, including photographs, a list of affected items, and details of the circumstances. We may inspect damaged goods before any repair, replacement, or settlement is considered. Claims may be reduced or rejected where the customer fails to mitigate loss, fails to report the issue in time, or where the item was moved contrary to our instructions. Nothing in these terms limits the effect of mandatory consumer protections under UK law. Where goods are stored temporarily or transferred to a third party as part of the move, any additional conditions of that third party may also apply, provided they are disclosed in advance.
Waste disposal and environmental compliance are important parts of our removals service. Unless specifically agreed in writing, we do not act as a general waste carrier for household or commercial waste. The customer must identify any items intended for disposal, recycling, donation, or special treatment before the move. We may only remove waste where it is lawful to do so and where the arrangement complies with the applicable waste carrier, transfer, and duty of care requirements under UK law, including the Environmental Protection Act 1990 and related regulations. The customer must not place hazardous waste, electrical waste, chemicals, asbestos, needles, or other regulated materials into loads intended for disposal unless we have expressly agreed and are authorised to handle such materials.
Where we agree to remove waste, the customer must provide accurate descriptions of the materials and must ensure they are separated from items to be retained. We may refuse to transport or dispose of any item that appears unsafe, contaminated, illegal, or unsuitable for carriage. If regulated waste is discovered unexpectedly, we may stop the work, quarantine the item where necessary, and charge for additional handling or return transport if lawful and reasonable. The customer remains responsible for ensuring that waste is presented correctly and lawfully. We reserve the right to require the customer to sign any necessary waste transfer documentation and to retain records in line with regulatory obligations. Misdescription of waste may lead to refusal of service and, where required, reporting to the appropriate authorities.
For moves involving dismantling, reassembly, connection, disconnection, or specialist handling, the customer acknowledges that such work may be limited by manufacturer instructions, tool availability, item condition, and site constraints. We may refuse to disconnect gas, mains electrics, plumbing, or fixed equipment unless specifically qualified and authorised to do so. Any assistance with appliances or fittings will be limited to lawful and safe tasks within the scope of the booking. It is the customer’s responsibility to ensure that appliances are empty, defrosted, disconnected, and safe for transport unless we have agreed otherwise. We are not liable for leaks, faults, or operational issues caused by items that were connected, not prepared, or inherently defective.
All goods remain the responsibility of the customer unless and until properly handed over to us for carriage or storage under the agreed service. The customer must take reasonable steps to protect floors, walls, doorframes, and access routes at both the collection and delivery addresses where practical. If the customer requests us to move items through restricted access or into locations that may create a foreseeable risk of damage, we may decline the request or proceed only at the customer’s instruction and risk, subject always to our duty to act reasonably and safely. Any instruction to leave goods unattended, outside a property, or in a communal area is at the customer’s risk unless we have expressly agreed a secure delivery arrangement.
These Terms and Conditions may be updated from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of booking will normally apply to that booking unless a later written amendment is agreed by both parties. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force so far as legally possible. Failure by either party to enforce any right or remedy under these terms shall not be treated as a waiver of that right or remedy. No third party has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise in writing.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer or statutory rules provide otherwise. By confirming a booking with Norwood Removals, the customer acknowledges that they have read, understood, and agreed to these terms, and that they are entering into a binding contract for removals services on the basis set out above.