Newham Removals Terms and Conditions

These Newham removals terms and conditions set out the basis on which removal and related services are provided by Newham Removals. They apply to residential, commercial and specialist moves, as well as associated packing, loading, unloading, transport and optional disposal or storage support where agreed in writing. By making a booking, the customer confirms that they have read, understood and accepted these terms.

In these service terms, references to “we”, “us” and “our” mean Newham Removals, and references to “you” or “the customer” mean the person, business or authorised representative placing the booking. These conditions are intended to be clear and practical, and they do not affect any rights that cannot legally be excluded under UK law.

Nothing in these terms creates a partnership, agency or employment relationship between us and the customer. Any variation must be agreed in writing. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Headings are included for convenience only and do not affect interpretation.

1. Booking Process

All bookings for Newham Removals services are subject to availability and confirmation by us. A booking request may be made by phone, email or through another agreed method. When you request a quote, you must provide accurate information about the property, access conditions, parking, lift use, stairs, item sizes, quantity of goods, packing requirements and any special handling needs. The quote is based on the information supplied and may change if that information is incomplete or inaccurate.

We may provide an estimate or a fixed-price quotation depending on the details provided. An estimate is based on the known scope of work at the time and may be adjusted if the actual service differs from what was described. A fixed quote remains valid only for the agreed scope, date and assumptions stated in writing. Acceptance of a quote does not guarantee the booking until we confirm the date and any required deposit or payment arrangement.

The customer must ensure that the booking details are correct, including collection and delivery addresses, contact names, item lists and access arrangements. If the service involves dismantling, reassembly, packing, waiting time, long carries, stair carries or parking restrictions, these should be disclosed in advance. We may refuse or reschedule a booking if essential information is withheld, if access is unsafe, or if the job is materially different from the original description.

We reserve the right to use suitably trained staff, vehicles and subcontractors to complete the service. Any subcontractor engaged by us must operate under standards consistent with these terms. The customer may not transfer or assign a booking without our written consent. Once a date is confirmed, the customer should remain available for communication in case we need to verify arrangements or provide an updated arrival window.

If the booking involves items of exceptional weight, value or complexity, we may require additional information or impose extra conditions before acceptance. Where applicable, the customer must inform us of fragile items, antiques, artwork, glass, electrical goods, confidential documents, hazardous materials, restricted-access premises or any other item that may require special handling or exclusion from the service.

2. Payments and Charges

Charges for removal services will be based on the agreed quotation, the actual scope of work and any additional services requested or reasonably required to complete the job safely and efficiently. Additional charges may apply for delays outside our control, waiting time, parking penalties, additional labour, storage, extra mileage, access difficulties, unscheduled stops, congestion charges, tolls or late changes to the instruction.

Unless otherwise stated in writing, payment terms are due in full on or before completion of the service. We may request a deposit, card pre-authorisation or part payment to secure a booking. Any deposit is normally non-refundable unless we cancel the booking or otherwise agree in writing. If payment is not received when due, we may withhold or suspend the service and recover reasonable costs incurred in pursuing the debt.

All amounts quoted are exclusive of VAT unless stated otherwise. Where VAT applies, it will be added at the applicable rate. The customer is responsible for ensuring that payment is made using a valid authorised method. If a payment is reversed, declined or charged back without valid reason, we may recover the payment amount and any associated administrative, banking or collection costs.

3. Cancellations, Changes and Delays

The customer may cancel or amend a booking by giving notice as early as possible. Cancellations made shortly before the scheduled date may result in charges because staff, vehicles and scheduling resources may already have been allocated. The level of any cancellation fee will depend on notice given, the type of service booked and whether work has already started.

If the customer postpones the booking or requests a change of date, time or service scope, we will use reasonable efforts to accommodate the request, but availability cannot be guaranteed. Any change may affect the price or require a revised quotation. If access is not possible at the agreed time because the customer is absent, keys are unavailable, premises are locked or instructions are incomplete, we may treat the service as cancelled or delayed and charge accordingly.

We may cancel or reschedule a booking where circumstances beyond our control make performance impractical or unsafe, including severe weather, road closures, vehicle breakdown, staff illness, strike action, legal restrictions or site conditions that prevent safe completion. Where we cancel for reasons within our control, we will seek to offer an alternative date or refund any payment made for the cancelled portion of the service.

4. Liability and Insurance

We will take reasonable care when carrying out Newham removals, but the customer remains responsible for preparing goods appropriately and for declaring any special risks. Our liability is limited to loss or damage caused directly by our negligence, breach of contract or failure to exercise reasonable skill and care. We do not accept liability for indirect loss, loss of profit, loss of business, missed deadlines or consequential damage.

The customer must ensure that items are adequately packed unless we have expressly agreed to provide packing as part of the service. We are not responsible for damage caused by pre-existing weakness, inadequate packaging, latent defects, overloading, insecure fittings, internal movement of contents, or normal wear and tear during transit. Goods that are fragile, valuable or irreplaceable should be declared in advance and, where appropriate, separately insured by the customer.

Any claim for loss or damage must be notified to us as soon as reasonably practicable and in any event within a reasonable time after completion of the service. The customer should retain damaged items, packaging and relevant evidence for inspection. We may investigate, request photographs, review inventory records and inspect the property or goods before deciding whether a claim is valid.

Insurance, exclusions and limits

Where insurance is included, it will be subject to the policy terms, exclusions, excesses and claim procedures. Our service insurance does not cover items prohibited by law, items hidden from us, or goods that were not disclosed prior to the move. We also do not accept liability for damage arising from customers’ own instructions where those instructions were followed in good faith.

If we are held liable for any proven loss or damage, our maximum liability will, to the extent permitted by law, be limited to the lower of the actual direct loss or the value covered under our applicable insurance or contract limit. This limit does not apply where the law prevents limitation, including liability for death or personal injury caused by negligence or for fraud.

The customer is responsible for backing up data on computers, phones, tablets and other electronic devices before the service begins. We are not responsible for data loss, software issues, account access problems or activation errors unless such loss is caused solely by our proven negligence and is not excluded by law.

5. Customer Responsibilities

The customer must obtain all necessary permissions, permits and consents required for the move, including building rules, landlord permissions, parking arrangements and access authorisations. The customer must ensure that the premises are safe, that pets and children are supervised, and that any items requiring disconnection are properly prepared by a qualified person if necessary.

All goods must be packed, labelled or otherwise prepared in a manner suitable for safe transport unless we have agreed to pack them. The customer must remove cash, jewellery, important documents, medications, personal data storage devices and any prohibited items before the service starts. We will not be liable for items left in drawers, cupboards, safes, hidden spaces or mixed with other belongings unless specifically listed.

The customer must notify us in advance of any item that is hazardous, flammable, explosive, toxic or otherwise regulated. Such items must not be included in the load unless we have expressly agreed and the law allows it. If prohibited items are discovered during the service, we may refuse to carry them, separate them, or terminate the service where necessary for safety or compliance.

6. Waste Regulations and Disposal

Where our removal company services include the collection, transport or disposal of waste, the customer must clearly identify what is waste and what is to be retained. We will only remove and handle waste in compliance with applicable UK environmental and waste legislation. This includes ensuring that waste transfer, segregation, storage and disposal are carried out lawfully and that any required documentation is completed.

The customer warrants that waste presented for collection is accurately described and contains no hidden hazardous substances, asbestos, gas cylinders, batteries, chemicals, clinical waste, electrical equipment requiring special treatment, or other controlled material unless expressly agreed and lawfully permitted. We may refuse any waste load that appears unsafe, improperly packaged or non-compliant with regulation.

Where required by law, waste transfer notes, carrier details and descriptions of the waste stream may be issued or retained. The customer must cooperate in providing accurate information about the source and nature of the waste. If waste is found to be misdescribed or contaminated, any resulting costs, penalties, enforcement action or cleanup expenses caused by that misdescription may be charged to the customer to the fullest extent permitted by law.

7. Property Damage, Access and Site Conditions

We will not be responsible for pre-existing damage to floors, walls, doors, fixtures, fittings, carpets or pathways. The customer should notify us of any fragile surfaces, narrow staircases, limited headroom, steep drives or other conditions that may affect the service. If, in our reasonable opinion, an item or route is unsafe, we may refuse to carry it or require additional help, equipment or time.

We may move items only through routes that we reasonably consider safe. If the customer insists on a particular route or method that increases risk, we may decline the instruction or require the customer to sign a written acknowledgement of that risk. We may also pause work until hazards are removed or access is made safe.

Any delay caused by inadequate access, parking issues, missing keys, lift failures, security restrictions or building management requirements may result in waiting charges or rescheduling fees. We are not liable for delays caused by third parties, including building managers, neighbours, authorities, carriers, road network disruptions or utility outages beyond our control.

8. General Legal Terms

These UK service terms are governed by the laws of England and Wales. If the customer is located elsewhere in the United Kingdom, mandatory local consumer rights or statutory protections may still apply where relevant, but these terms shall otherwise be interpreted under English law. Any dispute arising under or in connection with the service will be subject to the exclusive jurisdiction of the courts of England and Wales, unless the law requires otherwise.

No failure or delay by us in enforcing any right or remedy shall operate as a waiver of that right or remedy. The customer may not rely on any statement not expressly included in these terms unless confirmed in writing by an authorised representative. The contract represents the entire agreement between the parties in relation to the service and supersedes prior discussions, quotations or representations to the extent permitted by law.

We may update these terms from time to time for future bookings. The version applicable to your service will be the one in force on the date the booking is confirmed, unless a later written amendment is agreed. By proceeding with a booking, the customer acknowledges that these conditions are reasonable, necessary and designed to support safe, compliant and professional removals work.