Maidavale Removals Service Terms and Conditions
These service terms and conditions set out the basis on which Maidavale Removals provides domestic and commercial moving services, including packing, loading, transport, unloading, furniture placement, and related handling services. By making a booking, the customer agrees to be bound by these terms. If any part of the service is requested on behalf of another person, the person placing the booking confirms they have authority to agree to these terms for all persons involved. These terms are designed to create a clear understanding of responsibilities, payment obligations, and service limitations for each removals service we provide.
In these conditions, references to “we”, “us”, and “our” mean Maidavale Removals, and references to “you” and “your” mean the customer, client, or authorised representative. These terms apply to all forms of removal services, whether the work is scheduled in advance or agreed on a short-notice basis. Where a written quotation, order confirmation, inventory list, or service note conflicts with these terms, the specific written agreement will apply only to the extent of that conflict, and the rest of these terms will remain in force.
We may update these terms from time to time to reflect operational, commercial, or legal changes. The version in force at the time of booking will normally apply to the relevant service, unless a later written agreement states otherwise. If any clause is found to be unlawful or unenforceable, the remaining provisions will continue to apply. No variation of these terms will be valid unless agreed by us in writing. These terms are intended to support a fair, professional, and transparent moving service.
1. Booking Process
A booking is made when you accept a written quotation, confirm a service date, or otherwise instruct us to proceed. We may request details of the collection and delivery addresses, access conditions, property type, move size, parking restrictions, item inventory, and any special handling requirements. All information provided at the booking stage must be accurate and complete. A removals booking may be accepted provisionally pending a survey, additional details, or confirmation of service availability. We reserve the right to amend a quotation if material information was omitted or if the nature of the job differs from what was originally described.
Unless otherwise stated, quotations are based on the information you provide and are subject to change if there is a significant variation in volume, weight, access, waiting time, number of porters required, or distance travelled. Additional charges may apply where the property layout, parking arrangements, stair access, lift availability, or handling conditions cause delays or extra labour. We may refuse or postpone a move if we believe the job cannot be completed safely, lawfully, or within the agreed parameters. Any estimate of time is given in good faith but is not guaranteed unless expressly confirmed in writing.
You are responsible for ensuring that all items to be moved are ready for collection on the agreed date and that the premises are accessible at the relevant time. If the property is not ready, the move may be delayed, rescheduled, or treated as a late cancellation. We may also require confirmation of identity or authority before releasing or collecting items where we consider this necessary. The customer must notify us promptly of any change in circumstances that may affect the service, including building works, parking limitations, or changes to the inventory.
2. Payments and Charges
Fees for our removal services will be set out in the quotation, order confirmation, or agreed rate card. Unless otherwise agreed, all charges are payable in pounds sterling and must be paid by the method specified before or on completion of the service. We may require a deposit to secure the booking. Where a deposit is taken, it may be non-refundable or partly refundable depending on the cancellation timing and any costs already incurred. Any balance outstanding must be paid immediately upon completion unless we have agreed credit terms in writing.
If a move extends beyond the quoted scope, we may apply additional charges for extra time, additional staff, specialist lifting, reassembly, packaging materials, storage, waiting time, fuel, congestion-related delays, tolls, or other agreed expenses. Where an invoice is issued, it must be paid by the due date shown. Late payment may result in interest and reasonable recovery costs being added to the amount owed, to the extent permitted by law. We may suspend or withhold future services where any amount remains unpaid. Payment disputes should be raised promptly and in good faith, and payment of undisputed sums must not be withheld.
We reserve the right to request proof of payment before releasing goods where a prepayment has not cleared or where there is a dispute regarding the outstanding balance. If the customer fails to pay any due amount, we may retain goods only to the extent permitted by law and by any applicable lien rights. Any administration fees, card processing charges, or bank charges incurred as a result of failed payments may also be recovered from the customer where lawful.
3. Cancellations, Amendments and Delays
Any request to cancel or amend a booking must be made as soon as possible and confirmed in writing where reasonably practicable. The closer the cancellation is to the scheduled date, the more likely it is that costs will have been incurred and charges may apply. If you cancel after we have allocated staff, reserved vehicles, purchased materials, or otherwise committed resources, we may charge a cancellation fee that reflects our reasonable losses. This may include labour already arranged, vehicle preparation, and administrative time.
If you wish to reschedule, we will use reasonable efforts to accommodate an alternative date, but availability cannot be guaranteed. Where a new date is accepted, pricing may change if costs, staffing, or service conditions differ. If we arrive at the agreed time and cannot complete the move because you are not ready, there is no one authorised to proceed, or access is materially restricted, we may charge waiting time, wasted journey costs, or a proportion of the booking fee. A move may also be delayed by traffic, weather, road closures, or events beyond our reasonable control.
We will act reasonably where delays arise on our side, but we are not responsible for consequential loss caused by unavoidable operational disruption. If we need to postpone a booking for safety, legal, mechanical, staffing, or access reasons, we will notify you as soon as reasonably possible and offer an alternative date where feasible. Any refund or partial refund will depend on the circumstances, the stage at which cancellation occurred, and any non-recoverable costs already incurred. Nothing in this section limits your statutory rights where they apply.
4. Liability and Customer Responsibilities
We will take reasonable care when handling goods, property, and access routes. However, the customer remains responsible for ensuring that items are suitably packed unless we have expressly agreed a packing service. Fragile items, loose parts, hidden defects, and poorly secured contents are moved at the customer’s risk unless damage is caused by our proven negligence. The customer must inform us in advance of items that are especially valuable, delicate, heavy, hazardous, or difficult to move. This includes antiques, glass, electronics, artwork, musical instruments, and items that require specialist handling.
Where we provide packing materials or packing assistance, our responsibility is limited to the reasonable standard of care expected of a professional moving company. We are not liable for damage resulting from inherent weakness, prior wear, unsuitable packaging requested by the customer, or incorrect declarations about the condition of the goods. The customer should ensure that confidential documents, personal data, keys, cash, medicines, and small valuables are transported separately and retained under their own control where appropriate. We do not accept responsibility for items that are not declared or are left unsecured.
Our liability for loss or damage is limited to loss or damage directly caused by our negligence or wilful misconduct, and only to the extent permitted by law. We are not liable for indirect or consequential losses, including loss of profit, business interruption, missed appointments, emotional distress, or loss of opportunity. 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. If damage occurs, you must notify us promptly and provide reasonable evidence so that the matter can be reviewed.
5. Goods in Transit, Access and Site Conditions
We may, at our discretion, operate under appropriate goods-in-transit cover or similar risk management arrangements, but any such cover will be subject to its own limits, exclusions, and claim procedures. The existence of insurance or cover does not create wider liability than that set out in these terms. If you require a higher level of cover for high-value items, you must notify us in advance and may need to arrange separate protection. Any declared values must be accurate, reasonable, and supported where requested.
You must ensure safe and lawful access to both properties. This includes arranging parking permissions, lift access, entry codes, loading arrangements, and any building approvals required for the move. We are not responsible for fines, charges, or delays caused by inadequate access arrangements supplied by the customer. If access is unsafe or materially different from what was described, we may refuse to continue until the issue is resolved. We may also decide to modify the unloading method or allocate extra staff where necessary for safe completion, with any resulting charges passed on to you if reasonable.
If disassembly or reassembly of furniture is requested, we will only carry out work that we consider safe and within the scope of the booking. We are not responsible for pre-existing faults, missing fittings, manufacturer defects, or damage caused by repeated assembly of items already worn or unstable. Customers should retain screws, bolts, instructions, and keys where possible. Any item that is difficult to dismantle or refit may need specialist attention, and we may decline to proceed if doing so would create a safety risk.
6. Waste Regulations and Prohibited Items
If the service includes removal of unwanted items, packaging, or household waste, all waste handling must comply with applicable UK waste regulations. We will only transport, dispose of, or arrange disposal of waste where this has been agreed in advance and where it is lawful for us to do so. The customer must accurately describe the waste, its source, and any relevant risks. We do not accept responsibility for misdescribed waste, illegal fly-tipping by third parties, or waste that cannot lawfully be transported under the agreed service.
It is the customer’s responsibility to ensure that no prohibited or hazardous items are included unless we have expressly agreed to handle them and have confirmed that we are permitted to do so. Prohibited or restricted items may include asbestos, chemicals, solvents, paint in some forms, gas cylinders, pressurised containers, fuels, clinical waste, explosive materials, and contaminated goods. We may refuse any item that we reasonably believe could breach transport, environmental, or safety laws. If such items are discovered during the move, we may remove them from the load, suspend the service, or terminate the booking if necessary.
Where waste removal is part of the service, the customer may be required to separate recyclable materials, electrical items, and general rubbish in accordance with our instructions or applicable law. We may issue evidence of lawful transfer, disposal, or handling where required and where available. The customer remains responsible for any items abandoned, misdeclared, or left behind in breach of instructions. Any fines, penalties, clean-up costs, or regulatory claims caused by the customer’s unlawful or negligent conduct may be charged back to the customer to the fullest extent permitted by law.
7. Force Majeure, Complaints and General Provisions
We are not liable for delays, failure to perform, or loss caused by events outside our reasonable control, including severe weather, accidents, strikes, traffic disruption, road closures, fire, flood, acts of government, utility failure, or other exceptional circumstances. If such an event occurs, we will take reasonable steps to reduce disruption and may rearrange the booking where practical. Performance obligations will be suspended for the period of the force majeure event, and we will not be in breach where the event makes performance impossible or unsafe.
Any complaint should be raised as soon as reasonably possible after the service so that the matter can be investigated. You should provide a clear description of the issue, relevant dates, and supporting evidence where available. We will review complaints in a fair and proportionate manner. Any remedy may include repair, partial refund, or another reasonable solution depending on the nature of the issue and the evidence supplied. No complaint will automatically entitle the customer to a full refund unless required by law or expressly agreed by us.
These terms, together with the quotation and any written service confirmation, form the entire agreement between the parties in relation to the relevant removal contract. No person who is not a party to the agreement has any right to enforce it under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise. If we do not insist immediately on compliance with any part of these terms, that does not mean we waive the right to enforce it later. Any waiver must be in writing and signed by an authorised representative.
8. Governing Law and Jurisdiction
These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory law provides otherwise. If the customer is based in Scotland or Northern Ireland, this clause will apply only to the extent permitted by applicable law. The intention of this clause is to provide legal certainty for all removals service terms entered into with Maidavale Removals.
If any dispute cannot be resolved amicably, the parties should first attempt to narrow the issues through written correspondence and, where appropriate, reasonable negotiation. This does not prevent either party from seeking urgent relief, injunctions, or other protective remedies where needed. The invalidity of one provision shall not affect the remainder of the agreement. These terms should be read together with any quotation, service note, or additional written instructions issued for the particular job, and they apply as the default legal framework for our services.