Holloway Removals Terms and Conditions
These Terms and Conditions set out the basis on which Holloway Removals provides domestic and commercial moving services, including packing, loading, transport, unloading, and related handling services. By making a booking, the customer agrees to be bound by these terms. The purpose of this document is to make the moving process clear, fair, and manageable for both parties, while protecting the interests of the customer and the removal company. For the avoidance of doubt, these terms apply to all forms of removals service, whether the work is a full house move, an office relocation, a single-item collection, or a tailored man and van service.
In these terms, references to “we”, “us”, and “our” mean Holloway Removals, and references to “you” or “the customer” mean the person or organisation placing the booking. Any quotation, estimate, or booking confirmation issued by us is subject to these Terms and Conditions unless expressly stated otherwise in writing. Where a separate written agreement exists, that agreement will take priority only to the extent of any inconsistency. These terms are intended to be read alongside any inventory, parking instructions, access notes, or special handling requirements provided before the move.
We reserve the right to refuse a booking, amend a booking, or withdraw a quotation where the information supplied is incomplete, misleading, or materially different from the actual circumstances on the day of the move. Customers are responsible for providing accurate details about the property, access conditions, volume of goods, packing status, and any items requiring special care. Failure to do so may affect timing, pricing, and service availability. In all cases, our removals and relocation services are delivered subject to practical constraints, legal obligations, and safe working practices.
Booking Process
The booking process begins when you request a quotation and provide details of the items to be moved, the collection and delivery addresses, preferred dates, and any additional services required. We may ask for photographs, inventories, or other supporting information to ensure that the quotation is accurate. Quotations may be based on fixed pricing or estimated pricing depending on the scope of the job. A quotation is not a guarantee of availability until it has been accepted by both parties and confirmed in writing.
To secure a booking, you may be asked to pay a deposit or booking fee. Acceptance of the quote and payment of any required deposit confirms that you agree to these terms. The remaining balance, if any, will be due in accordance with the payment terms stated in your booking confirmation. We recommend that customers check all booking details carefully, including dates, times, addresses, access arrangements, parking permissions, and any declared fragile or high-value items. If the information supplied changes after confirmation, you must inform us as soon as reasonably possible.
The customer must ensure that the premises are accessible for our team and vehicle on the agreed date and that sufficient time is allowed for the loading and unloading of goods. Any delays caused by incorrect information, restricted access, or the absence of required permits may result in additional charges. Holloway Removals will use reasonable skill and care in providing the service, but the booking remains subject to the practical realities of traffic, weather, building access, and other circumstances beyond our control. We will endeavour to communicate any significant changes promptly and professionally.
Where a customer requests changes to the scheduled service, including a revised date, altered inventory, extra stops, or additional labour, we will review the request and advise whether the amendment can be accommodated. Any such changes may lead to revised pricing or updated scheduling. If a move requires more time, more staff, or a larger vehicle than originally quoted, we may adjust the price accordingly. Customers accept that the final service charge may differ from the original quotation where the factual basis for the quote was incomplete or inaccurate.
Payments and Charges
All prices are stated in pounds sterling unless otherwise agreed. Unless the quotation expressly states that VAT is included, any applicable VAT will be added at the prevailing rate. Charges may be based on a fixed fee, an hourly rate, or a combination of both, depending on the nature of the removal. Additional costs may arise in relation to waiting time, stair carries, long carries, congestion, parking fees, tolls, access issues, storage, packing materials, disposal fees, or special handling requirements. These costs will be charged where reasonably incurred and in accordance with the quote or booking terms.
Payments must be made by the method and within the timeframe specified in the booking confirmation. If full payment is not received when due, we may suspend the service, retain goods until payment is made where lawful, or cancel the booking. The customer is responsible for ensuring that any bank transfer, card payment, or other transaction is completed successfully. We are not responsible for delays caused by failed payments, incorrect payment details, or insufficient funds. For business customers, late payments may attract interest and recovery costs in accordance with applicable law.
Unless stated otherwise, quotations are valid for a limited period and may be withdrawn or revised if market conditions, fuel costs, or the booking details change. We may also charge for abortive visits where we attend at the agreed time but cannot complete the work due to access problems, inaccurate information, absence of the customer, unsafe conditions, or refusal to proceed. Any unpaid invoices may be pursued by lawful means. Nothing in these terms affects your statutory rights as a consumer where those rights cannot be excluded.
Cancellations, Rescheduling, and Delays
If you need to cancel or reschedule a booking, you must notify us as soon as possible. Cancellation charges may apply depending on how much notice is given, whether staff and vehicles have already been allocated, and whether third-party costs have been incurred. Where a deposit has been paid, it may be retained in full or in part to cover administration, lost availability, and other reasonable expenses. The exact charge will depend on the notice period and the level of preparation already undertaken for the move.
We may cancel or suspend a booking where there are safety concerns, non-payment, misleading information, unlawful requests, or circumstances that make performance impossible or impractical. If we cancel for reasons within our control, we will seek to offer an alternative date or refund any sums paid for services not provided. However, we are not responsible for losses arising from events outside our reasonable control, including severe weather, road closures, strikes, accidents, fire, or other force majeure events. In such cases, we will aim to reschedule the service fairly and promptly.
We are not liable for delays caused by traffic, weather conditions, access restrictions, or issues at collection or delivery addresses that were not reasonably foreseeable. Where a delay occurs, we will act reasonably to minimise disruption, but time is not of the essence unless expressly agreed in writing. Customers should take account of potential delays when arranging handovers, tenancy deadlines, or business operations. We will not be responsible for indirect or consequential losses resulting from a delay, save where such exclusion is prohibited by law.
Liability and Customer Responsibilities
We will exercise reasonable care and skill when handling goods, but our liability is limited in accordance with these terms and with applicable UK law. The customer must ensure that all goods are suitably packed unless we have agreed in writing to provide packing services. Items of particular fragility, value, or sentimental importance should be identified in advance. We do not accept responsibility for damage caused by poor packing, pre-existing defects, unsuitable packaging, or the inherent weakness of an item. The customer should also consider removing loose parts, draining appliances where necessary, and securing drawers, lids, and doors before transit.
Unless otherwise agreed, we are not liable for loss or damage to: cash, jewellery, precious metals, passports, financial documents, antiques, works of art, or other high-value items unless such items have been declared beforehand and expressly accepted by us in writing. The customer is responsible for taking out adequate insurance cover for goods in transit and for ensuring that any goods requiring specialist insurance are properly disclosed. Any claim for loss or damage must be reported within a reasonable time after delivery and supported by relevant evidence, including photographs where appropriate.
Our total liability for any claim arising from the service, whether in contract, tort, negligence, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where such limitation is not permitted by law. 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. This limitation reflects the commercial nature of the service and the need for proportionate risk allocation in professional house removals and related work.
Waste Regulations and Prohibited Items
Where we are asked to remove unwanted items, packaging, or general waste as part of a move, the customer must clearly identify what is to be retained, transported, donated, recycled, or disposed of. We will only remove waste in compliance with applicable waste management and environmental regulations in the UK. The customer remains responsible for ensuring that any waste offered to us is lawfully classified and that no prohibited materials are included unless we have expressly agreed to handle them and are legally permitted to do so. We may refuse to transport or dispose of items that breach environmental, safety, or licensing requirements.
We do not accept hazardous waste, asbestos, chemicals, gas cylinders, fuel, medical waste, biological materials, or any item that is illegal to possess, transport, or dispose of without specific authorisation. The customer must not pack prohibited items in boxes or conceal them among household goods. If such items are discovered, we may stop the service, remove the affected items from the vehicle, and charge for any additional time or disposal costs incurred. Any breach of waste rules may also be reported to the relevant authorities where required by law.
Where waste removal is provided, it will be carried out only in accordance with relevant environmental duties, duty of care obligations, and any necessary licensing or transfer documentation. The customer may be asked to separate recyclable materials, electrical goods, and reusable items before collection. If items are taken for disposal, reuse, or recycling, ownership passes only when the items are lawfully transferred and accepted by us. We may refuse waste collection if we consider the items unsafe, incorrectly described, or unsuitable for lawful handling under current regulations.
Storage, Access, and On-Site Conduct
Where temporary storage is provided, the terms for storage will be stated separately or included in the booking confirmation. The customer remains responsible for insurance unless we expressly agree otherwise in writing. Access to the property must be safe, lawful, and suitable for removal work. The customer must ensure that driveways, hallways, lifts, stairways, and loading areas are available as agreed and that any building rules, permits, or concierge requirements are satisfied. Our team may refuse to continue if conditions become unsafe.
The customer must ensure that children, pets, and unauthorised persons do not interfere with the move. We will not be responsible for damage caused by third parties, pre-existing defects, or structural issues in the property. If our staff are asked to move items that are too large, too heavy, or otherwise unsafe to handle, we may decline or require additional equipment or labour. Our team members have the right to stop work if they believe there is a risk to health, safety, or property. In such situations, we will act reasonably and proportionately.
Customers must obtain any permissions needed for parking, loading, or access. If parking restrictions, fines, clamp releases, or enforcement charges arise because suitable arrangements were not made by the customer, those costs will be payable by the customer. We do not guarantee that a move can be completed within a specific time window unless this has been expressly agreed. Any estimate of duration is provided in good faith based on the information supplied and may change due to unforeseen operational circumstances.
We may make reasonable adjustments to the method of service where required by safety, road restrictions, or property conditions. Any request for specialist handling, dismantling, reassembly, or route planning should be disclosed before the moving date. If the customer asks us to perform tasks outside the scope of the booking, we may agree to do so at an additional cost, provided that the task is lawful and within our operational capability. No employee or subcontractor is authorised to vary these terms unless the variation is confirmed by us in writing.
Complaints, Records, and Governing Law
If you have a concern about our service, you should raise it promptly so that we can investigate and respond fairly. Any complaint should be supported by relevant details, including the booking date, nature of the issue, and, where possible, photographs or documents. We will review complaints in a professional manner and aim to resolve them within a reasonable timeframe. Keeping accurate records helps both parties understand what occurred and whether any remedy is appropriate under the contract.
These terms are governed by the law of England and Wales. Any dispute arising from or connected with the service or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision shall be severed and the remainder shall continue in full force. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions governing Holloway Removals services.