Holborn Removals Terms and Conditions
These Terms and Conditions set out the basis on which Holborn Removals provides removal services to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms, which apply to domestic and business moves, packing support, furniture handling, storage-related transport, and associated removal services. Please read them carefully before confirming any booking. They are intended to create a clear agreement between the customer and the company, covering how bookings are made, how charges are calculated, what happens if plans change, and the responsibilities of both parties during the removal process.
In these terms, references to “we”, “us”, and “our” mean Holborn Removals. References to “you” and “your” mean the customer, whether acting as an individual, business, landlord, tenant, or authorised representative. These terms apply unless we have agreed something different in writing. If there is any conflict between these terms and a written quotation or signed service agreement, the written quotation or service agreement will take priority to the extent of the inconsistency. Nothing in these terms affects your statutory rights as a consumer.
We reserve the right to update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time your booking is confirmed will apply to that booking, unless a later written agreement states otherwise. If any term is found to be unlawful or unenforceable, the remainder of the terms will continue to apply. These terms are designed to support a fair, transparent, and practical removals service while maintaining suitable protections for both parties.
1. Booking Process
A booking is formed when you accept our quotation and we confirm the service in writing, by email, message, or other agreed record. A quotation may be based on the information you provide, including the size of the property, the volume and nature of items to be moved, access conditions, distance, packing requirements, and any special handling needs. The price or service plan may change if the actual circumstances differ from the information supplied at the time of quoting.
It is your responsibility to provide accurate and complete information when requesting a quotation. This includes details of stairs, lifts, parking restrictions, narrow access, dismantling needs, fragile or high-value items, and any items requiring lifting equipment or specialist care. If we discover on arrival that the job differs materially from the description provided, we may adjust the charge, amend the schedule, decline to move certain items, or, where necessary, cancel the service with reasonable costs payable by you. A removal service can only be delivered efficiently where the information supplied is truthful and up to date.
The booking will normally include the service date, estimated arrival window, loading and unloading locations, and any agreed extras such as packing materials or labour. You must ensure that the person booking the service has authority to do so. If you are booking on behalf of someone else, you confirm that you are authorised to accept these terms and to make decisions relating to access, payment, and service changes. Any amendments requested after confirmation are subject to our availability and may incur additional charges.
2. Service Scope and Customer Obligations
We will use reasonable skill and care in carrying out the agreed removal services. This may include loading, transport, unloading, basic furniture disassembly and reassembly where agreed, and handling of boxes and loose items. Unless expressly stated in writing, we do not undertake electrical work, plumbing work, wall mounting, or any task requiring specialist certification. We may refuse to move items that are illegal, hazardous, unsafe, or likely to cause damage to property, vehicles, or personnel.
You must ensure that goods are ready for collection at the agreed time, suitably packed unless we have agreed to pack them, and available for removal without unnecessary delay. Floors, door frames, and other vulnerable surfaces should be protected where needed. You are responsible for arranging parking permissions, permits, and clear access unless we have expressly agreed to do so as part of the service. Delays caused by poor access, waiting time, incomplete packing, or missing permissions may be chargeable. A professional removals company relies on cooperation from the customer to complete a move efficiently.
If our crew reasonably believes an item is unsafe to move due to weight, condition, contamination, or inadequate packaging, we may decline to handle it or may require the customer to sign a risk acknowledgment before proceeding. We are not obliged to move items that are prohibited by law or by transport safety rules. The customer must remove pets, cash, jewellery, important documents, and irreplaceable items before the move, unless we have expressly agreed to handle them. We do not accept liability for losses arising from items that should reasonably have been carried personally by the customer.
3. Pricing and Payment Terms
Our charges may be calculated on the basis of a fixed quotation, hourly rate, mileage, item count, or a combination of these factors. Unless stated otherwise, prices are quoted exclusive of any additional charges for waiting time, parking penalties, congestion-related delays, access difficulties, stair carries, long carries, specialist handling, or changes made after confirmation. Any estimate is based on the information available at the time and may be revised if the scope of work changes. In the event of a material increase in workload, we will seek approval before proceeding where practicable.
Payment terms will be specified in the quotation or booking confirmation. In many cases, a deposit may be required to secure the date, with the balance due before or on completion of the service. We may request full payment in advance for certain services, including short-notice bookings, high-value jobs, or work involving materials or third-party costs. Unless otherwise agreed, invoices must be paid using the methods accepted at the time of booking and within the time stated on the invoice. Late payment may result in interest, recovery costs, suspension of future services, or refusal to release goods where lawful and appropriate.
Where extra charges arise during the move, including waiting time or unplanned additional labour, these may be added to the final invoice. If a customer disputes an item on the invoice, they must notify us promptly and provide clear reasons. Undisputed amounts must still be paid by the due date. We reserve the right to withhold the start of work, or to pause work already commenced, if payment arrangements are not met. These payment provisions are standard for a UK removals company and are intended to keep pricing transparent while allowing fair recovery of costs.
4. Cancellations, Postponements, and No-Shows
You may cancel or reschedule a booking by giving notice in writing. Cancellation charges may apply depending on how close the cancellation is to the agreed service date and whether costs have already been incurred. Where a deposit has been paid, part or all of it may be retained to reflect administrative time, reserved capacity, or supplier costs. If our team attends the property and the move cannot proceed because the customer is unavailable, access is denied, or the premises are not ready, this may be treated as a late cancellation or no-show.
If you request a postponement, we will try to accommodate an alternative date, but availability cannot be guaranteed. Any deposit or payment already made may be transferred to a new date only at our discretion and subject to the service being rebooked within a reasonable period. We may cancel or reschedule if we are unable to provide the service due to vehicle breakdown, staff illness, severe weather, unsafe conditions, legal restrictions, or events outside our control. In such cases, we will use reasonable efforts to rearrange the service and will not be liable for consequential losses arising from the delay.
Where the customer cancels a booking after work has started, charges may apply for labour already provided, mileage already incurred, and any materials used. If items have already been loaded but the customer refuses to proceed without lawful reason, additional unloading, storage, or re-delivery costs may be chargeable. A fair removal service depends on both sides acting in good faith, so late changes should be communicated as early as possible.
5. Liability, Damage, and Insurance
We will take reasonable care when handling your property, but removals involve movement of goods, building access, and other risks that cannot be eliminated entirely. Our liability for loss or damage is limited to direct loss caused by our proven negligence, breach of contract, or wilful misconduct. We are not liable for pre-existing damage, wear and tear, defects in items, inadequate packaging, or damage resulting from the customer’s own instructions. Where the customer packs their own items, they accept responsibility for the suitability of the packaging unless damage is caused by our handling alone.
Customers should inspect their property and report any visible damage or missing items as soon as reasonably possible, and in any event within a reasonable time after completion. Claims should include sufficient detail to identify the item, the nature of the damage, and the circumstances in which it occurred. We may request photographs, repair estimates, proof of ownership, or other evidence. If any claim is accepted, our remedy may be repair, replacement, or compensation up to the extent of our legal responsibility. We do not exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.
Unless specifically stated, we do not provide cover for contents insurance, and it is your responsibility to maintain adequate insurance for your goods and premises. If you require enhanced protection for high-value items, you should notify us before the booking is confirmed so that appropriate arrangements can be discussed. A reputable removals company will always expect customers to understand the limits of standard liability and to arrange insurance that matches the value and nature of the goods being moved.
6. Waste Regulations and Disposal
If the service includes disposal, clearance, or the removal of unwanted items, both parties must comply with applicable UK waste legislation, including rules on controlled waste, duty of care, and lawful disposal. We will only transport and dispose of waste where it is permitted to do so and where we are satisfied that the items are suitable for collection. You must accurately describe any waste, rubbish, bulky items, broken furniture, electrical goods, or mixed loads before the booking so that we can determine whether they may be accepted and how they must be handled.
We may refuse waste that is hazardous, contaminated, dangerous, illegally dumped, or not properly separated where separation is required. Certain items may require special handling, licensed facilities, or additional documentation. The customer must not place prohibited materials into general waste loads unless we have expressly agreed to manage them lawfully. If we reasonably suspect that any load contains hazardous substances, sharps, chemicals, batteries, asbestos, or other regulated material, we may stop the collection and require further information before proceeding.
Where we accept waste for disposal, we will use reasonable care to ensure that it is transferred to an authorised facility or handled through appropriate channels. The customer remains responsible for declaring the nature of the items and for ensuring that they are lawfully presented for collection. If the customer gives incorrect information, resulting in additional disposal costs, regulatory issues, or the need for specialist treatment, those costs may be passed on to the customer. This clause is intended to ensure responsible waste handling in line with current UK requirements and best practice.
7. Delays, Access Problems, and Force Majeure
We will aim to arrive within the agreed time window, but move times are estimates rather than guarantees unless specifically confirmed in writing. Delays may occur due to traffic, weather, prior jobs overrunning, access issues, or events beyond our control. We will use reasonable efforts to keep you informed where we become aware of a significant delay. If access is not possible when we attend, or if the property cannot be entered safely, we may charge for wasted attendance time and any associated costs.
Neither party will be liable for failure or delay in performance caused by events outside reasonable control, including fire, flood, extreme weather, industrial disputes, government action, epidemic restrictions, breakdown of transport, or interruption to utilities or infrastructure. In such cases, the affected obligations will be suspended for the duration of the event. If the event continues for a prolonged period, either party may be entitled to cancel the affected service without further liability, save for payment of charges already properly incurred. A flexible approach is often required in the removals sector because schedules can be affected by multiple external factors.
8. Governing Law and General Provisions
These Terms and Conditions, and any dispute or claim arising from or in connection 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 protections provide otherwise. If you are contracting as a business, you agree that this jurisdiction clause applies to all disputes arising out of the service relationship.
Any waiver of a right or remedy must be in writing and signed or otherwise clearly confirmed by us. Failure by us to enforce any term immediately does not mean we waive our right to do so later. You may not assign or transfer your rights under these terms without our written consent. We may assign or subcontract part of the service where appropriate, provided this does not materially reduce the standard of service agreed with you. These terms form the entire agreement between the parties in relation to the service unless otherwise agreed in writing.
By confirming a booking, you acknowledge that you have read, understood, and accepted these Terms and Conditions. They are intended to support a professional, lawful, and reliable Holborn Removals service across the UK, while setting fair expectations for both the customer and the company. If you do not agree with any part of these terms, you should not proceed with the booking.