Brompton Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Brompton Removals provides moving and related services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create a clear understanding of the service, the responsibilities of each party, and the limits that apply to the work we carry out. For the avoidance of doubt, references to “we”, “us”, and “our” mean Brompton Removals, while “you” and “your” mean the customer named on the booking or any person authorised to act on that customer’s behalf.

These terms apply to domestic and commercial moving services, packing support, loading and unloading, storage handling, furniture placement, and associated removal activities where supplied by us. They do not replace any written quotation, inventory, or service order, but they work alongside them. If there is any conflict between these terms and a specific written agreement signed or accepted by both parties, the written agreement will apply to the extent of that conflict. Nothing in these terms affects your statutory rights under UK consumer law.

We may update these terms from time to time to reflect changes in law, operational requirements, or service standards. The version in force at the time of booking will normally apply to your service, unless a later update is required by law or agreed in writing. It is your responsibility to read the applicable terms before confirming the booking. If you do not agree with any part of these terms, you should not proceed with the service.

Booking Process

A booking with Brompton Removals is formed when you accept our quotation, provide the requested booking details, and we confirm the service in writing or by another recorded method. Quotations may be based on information supplied by you, including the volume of goods, access conditions, parking arrangements, floor levels, lifting requirements, and any special handling needs. If the information later proves inaccurate or incomplete, we may revise the quotation, service plan, timing, or team size to reflect the actual requirements. A booking is not guaranteed until we issue confirmation.

To help us provide an accurate removal service, you must disclose all relevant information before the work begins. This includes items that are unusually large, fragile, valuable, hazardous, restricted, or likely to need disassembly. You must also tell us about any access issues such as narrow staircases, limited parking, security controls, or building time restrictions. Where a service depends on third-party permissions, such as building management approval or parking arrangements, you remain responsible for securing them unless we have expressly agreed otherwise.

The removals booking may include an estimated start time, expected duration, and the scope of the job. These are estimates only unless we state otherwise. We will use reasonable efforts to arrive within the scheduled window, but times may change due to traffic, weather, operational delays, or previous jobs taking longer than expected. If a delay arises, we will aim to notify you as soon as practicable. You must ensure that someone authorised to approve the move is present or available at the agreed time, unless we have agreed alternative arrangements in writing.

Changes to the service after confirmation should be requested as early as possible. We may accept or decline any amendment depending on availability and the impact on the booking. Material changes may result in an adjusted price, revised schedule, or new terms for the updated work. If you ask us to move items that were not disclosed at the quotation stage, we may refuse to transport them or may apply a surcharge where it is safe and reasonable to proceed.

Payments

Payment terms will be set out in the quotation, invoice, or booking confirmation. Unless otherwise agreed, payment is due in cleared funds before completion of the service or immediately upon completion, depending on the nature of the job. For larger, multi-stage, or business bookings, we may require a deposit or advance payment. Deposits secure operational capacity and may be non-refundable where stated at the time of booking. Any balance outstanding must be paid by the date or method specified in the invoice.

We accept payment only through the methods indicated at the time of booking. If your chosen payment method fails, is reversed, or is subject to chargeback without valid reason, you remain liable for the full amount due together with any reasonable bank charges, administrative costs, or recovery costs incurred by us. We reserve the right to suspend or refuse further services if any amount remains unpaid. Failure to pay on time may also result in cancellation of the booking and recovery action where appropriate.

All quoted prices are based on the information available to us at the time of quotation and may exclude unforeseen charges unless expressly stated as fixed. Examples include additional waiting time, extra manpower, packing materials, long carry distances, congestion-related delays, temporary storage, dismantling or reassembly not previously included, or additional trips required because the vehicle cannot safely carry all items in one load. Any such charges will be communicated where possible before being incurred, but in urgent operational circumstances they may be added after the event if reasonably necessary.

Unless stated otherwise, prices include VAT where applicable. If VAT is chargeable, it will be shown separately on the invoice or receipt in accordance with UK tax requirements. You are responsible for ensuring that invoice details are correct if the service is booked on behalf of a company or another person. Where payment is made by a third party, the customer who made the booking remains ultimately responsible for payment unless we have expressly released them in writing.

Cancellations and Rebooking

You may cancel a Brompton Removals booking by giving notice in writing or by the communication method agreed at booking. Cancellation charges, if any, will depend on the timing of the notice, the resources already allocated, and any costs we have reasonably incurred. Where a deposit was taken, we may retain all or part of it to cover lost availability, planning, or preparation, especially where the booking was secured for a specific date and time that cannot easily be reallocated.

If you cancel at short notice, we may not be able to recover vehicle allocation, crew time, or subcontracted services. In those circumstances, a cancellation fee may apply, and in some cases it may equal a substantial portion of the agreed price if the cancellation occurs after mobilisation has begun. If you need to rebook, we will try to accommodate a new date, but availability cannot be guaranteed. A rebooking may be treated as a new contract and may be subject to revised pricing.

We may cancel or postpone the service if circumstances beyond our reasonable control make performance unsafe, unlawful, or impracticable. This includes severe weather, road closures, vehicle breakdown, staff illness, industrial action, property damage affecting access, or the discovery of hazardous goods not disclosed in advance. If we cancel for reasons within our control, we will offer an alternative date or refund any amount paid for the affected part of the service. If cancellation results from your breach of these terms, any refund will be reduced by reasonable costs already incurred.

Where a customer fails to provide access, is not present at the agreed time, or cannot complete the required arrangements, we may treat the booking as cancelled by you and charge accordingly. This includes situations where keys are unavailable, lift access is denied, parking prevents lawful loading, or the property is not ready for the removal to begin. Waiting time may also be charged where our team is kept idle beyond the included allowance.

Liability and Customer Responsibilities

We will carry out the removal service with reasonable care and skill. However, our liability is limited by the nature of moving work, which often involves fragile, bulky, or pre-owned items. You are responsible for ensuring that items are properly packed unless packing has been expressly included in the service. We are not responsible for damage caused by inadequate packing, pre-existing defects, hidden weakness, normal wear and tear, or items that cannot reasonably be handled without risk due to their condition.

You must remove or safeguard items of exceptional value, including cash, jewellery, important documents, data media, passports, and irreplaceable personal effects, unless we have agreed in writing to take responsibility for them. Where we do accept liability for specific items, that liability may still be subject to declared value, packaging standards, and any insurance or contractual limits stated in the quotation. We recommend that you arrange adequate insurance for goods in transit and any other risks not fully covered under our standard arrangements.

To the fullest extent permitted by law, we shall not be liable for loss of profit, business interruption, indirect loss, or consequential damage arising from the service. 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. Where we are liable for proven loss or damage, our responsibility will ordinarily be limited to the lower of the repair cost, replacement value, or the level of cover expressly agreed in writing, subject to any applicable policy terms.

You agree to cooperate with our team and ensure the premises are safe for work. This includes providing accurate instructions, making sure routes are clear, securing pets, warning us about fragile flooring or fittings, and notifying us of any health and safety risks. If our staff are instructed to move an item that they reasonably consider unsafe, unlawful, or likely to cause damage, they may refuse to do so. We will not be liable for any resulting delay, provided we acted reasonably.

Waste Regulations and Disposal

Any waste collection, disposal, or clearance service provided by Brompton Removals will be carried out in accordance with applicable UK waste legislation and regulatory requirements. We will only transport, sort, and dispose of waste that falls within the scope of the agreed service and that can lawfully be handled. You must not include hazardous, explosive, corrosive, clinical, or otherwise prohibited waste unless we have specifically agreed in advance and confirmed that we are authorised and equipped to manage it. If prohibited waste is discovered, we may refuse collection and charge for wasted attendance or additional handling.

You remain responsible for describing waste accurately before collection. Misdescribed items, concealed contamination, or mixed loads may create compliance risks and may require separate treatment, quarantine, or specialist disposal at additional cost. Where waste is removed from your premises, title may pass in accordance with the service arrangement and applicable law, but only for the items expressly accepted by us. We may issue records or receipts where required by law or by the nature of the job. Any materials that are suitable for reuse, recycling, or lawful recovery may be processed accordingly, subject to operational and legal requirements.

The customer must ensure that waste handed over to us is lawful to collect, that it has not been contaminated by prohibited substances, and that any relevant consents have been obtained. If the waste originates from a commercial location, you are responsible for providing accurate information about its source and classification where needed. We do not accept responsibility for penalties, notices, or claims arising from inaccurate descriptions supplied by the customer or from materials that were not reasonably identifiable as waste at the time of collection.

We may decline any waste item that would expose us to regulatory breach, unsafe handling, or disproportionate disposal cost. If we do collect and dispose of waste, we may subcontract lawful treatment, transport, or disposal to approved third parties. In all cases, we reserve the right to follow the waste hierarchy and environmental standards expected of responsible service providers, including reuse and recycling where feasible.

Service Conditions, Access, and Delays

The customer must ensure that the premises are ready for the service and that access is sufficient for the agreed vehicle and crew. If access is restricted by gates, lifts, permits, security systems, road closures, or insufficient clearance, we may need to alter the service method or charge for additional time and labour. Any parking fees, permits, tolls, or penalties caused by inaccurate information or customer failure to arrange lawful access may be added to the final invoice where reasonably incurred.

We may split loads, adjust vehicle allocation, or make multiple journeys if necessary for safety, legal compliance, or practical operation. Such adjustments may affect timing and price. Where items must be dismantled or reassembled, this will be done only to the extent agreed and only where it is reasonably safe to do so. We are not responsible for concealed fixings, specialist fittings, or items that cannot be reassembled to their original condition because of manufacturer design, missing parts, or prior damage.

If any dispute arises about the condition of goods on completion, you should notify us as soon as practicable and, where possible, before the crew leaves the site. Failure to note visible damage at the time may make it harder to investigate the matter promptly, although it does not remove any rights you may have under law. Our records, job sheets, photographs, and notes may be used to assess any claim or query.

Governing Law

These service terms and any dispute or claim arising from them, or from any non-contractual obligation connected with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any provision of these terms is found to be unlawful, void, or unenforceable, that provision shall be severed to the extent necessary and the remaining provisions shall continue in full force.

Nothing in these terms limits any right you may have to raise concerns under applicable UK consumer protection law, nor does it prevent the parties from attempting to resolve a dispute amicably before starting formal proceedings. If a particular part of the service is subject to a separate written contract or statutory regime, that contract or regime will apply to the extent required by law. These terms are intended to be interpreted in a commercially reasonable manner, with the goal of reflecting the practical nature of the removal business and the responsibilities of both sides.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. You also confirm that all information provided to us is accurate to the best of your knowledge and that you will notify us promptly of any change that could affect the service. The continued use of our removals and relocation services after any update to these terms constitutes acceptance of the updated version where lawful and applicable.