Swiss Cottage Movers Terms and Conditions

These Terms and Conditions set out the basis on which Swiss Cottage Movers provides domestic and commercial removals, relocation support, packing assistance, transport, and related moving services within the UK. By making a booking, you agree to be bound by these terms, which are designed to clarify the responsibilities of both the customer and the mover. For the avoidance of doubt, these conditions apply to every quote, confirmed job, and service variation unless we agree otherwise in writing.

We aim to provide a clear and professional service, with pricing and service scope explained before work begins. Because each move is different, the final service arrangement may depend on access, parking, time constraints, item volume, and any special handling needs. These terms should be read carefully alongside your booking confirmation and any written estimate provided by Swiss Cottage Movers.

In these terms, “we”, “us”, and “our” refer to Swiss Cottage Movers, and “you” or “your” refers to the customer, account holder, or any person authorised to make a booking on behalf of the customer. A “service” means any removals work, transport, loading, unloading, packing, unpacking, storage handover, or waste-related task we agree to provide.

1. Booking Process

Bookings may be made after we have received the relevant details about the move, including collection and delivery locations, access conditions, service dates, and the approximate volume or type of items to be moved. We may request photographs, inventories, or other information so that we can quote accurately and allocate the appropriate vehicle, equipment, and team size. A booking is only confirmed once we have accepted the request and, where applicable, received any required deposit or written acceptance from you.

Any quotation we provide is based on the information available at the time. If the actual circumstances differ significantly from the information supplied, we may revise the price, adjust the schedule, or alter the staffing plan. This includes, without limitation, situations involving restricted access, long carrying distances, additional floors, unreported heavy items, or a larger volume than initially stated. We will always aim to communicate such changes promptly and fairly.

You are responsible for ensuring that all information provided before the booking is accurate and complete. This includes the number and nature of items, any items requiring specialist handling, and any legal or physical restrictions affecting the move. If you need to add services after confirmation, such as packing, dismantling, or disposal, those additions will only apply once agreed by us and may affect the price and timing.

2. Service Times and Delays

We will aim to attend within the agreed time window, but all times are estimates unless expressly stated otherwise. Delays may occur due to traffic, weather, vehicle issues, access problems, or events outside our control. If we are delayed, we will use reasonable efforts to update you. Where you are unable to provide access, or where the move cannot proceed due to missing permissions, keys, parking arrangements, or building restrictions, waiting time charges may apply.

You must ensure that someone authorised to make decisions about the move is available at the property or reachable by phone at the agreed time. If we cannot obtain instructions, access, or a signature where needed, we may pause or suspend the service until the issue is resolved. Any additional time, storage, redelivery, or reattendance required because of such delays may be chargeable.

3. Payments

Payment terms will be confirmed at the time of booking or in the quotation. Unless agreed otherwise in writing, payment is due immediately upon completion of the service. In some cases, we may require a deposit to secure the booking, especially for larger moves, peak dates, or services involving additional equipment, third-party arrangements, or waste disposal. Deposits are normally applied against the final balance unless stated otherwise.

We may accept payment by bank transfer, card payment, or another method specified in the invoice or booking confirmation. Any transaction fees, chargeback costs, or bank charges arising from a failed payment or incorrect transfer details may be added to your account. If payment is not made when due, we may charge interest on overdue sums to the extent permitted by law and recover any reasonable costs associated with collection.

All prices are subject to the scope of work agreed. If the job expands beyond the original booking, for example through additional items, extended labour, extra waiting time, or unplanned disposal, we may issue an adjusted invoice. The customer remains responsible for all sums properly due under the booking, even if the move is arranged by a third party on the customer’s behalf.

4. Cancellations and Amendments

If you need to cancel or reschedule, you should notify us as soon as possible. The amount of any cancellation charge will depend on how much notice you give and whether we have already reserved vehicles, crew, or specialist resources. Where substantial preparation has been made, we may retain part or all of any deposit to cover administration, scheduling loss, or unrecoverable costs.

We reserve the right to cancel or amend a booking if carrying out the service would be unsafe, unlawful, or impossible due to circumstances beyond our control, including adverse weather, building restrictions, breakdown, staff unavailability, or events affecting access and transport. If we cancel for a reason within our reasonable control, we will aim to offer a revised date or refund any applicable amount already paid for unperformed services.

If you request a material change to the booking, including date, volume, address, or service type, we may treat the request as a new booking or provide a revised quote. Amendments are subject to availability and may affect staffing, vehicle size, route planning, and cost. Any changes are only binding once we have confirmed them in writing or by updated booking record.

5. Customer Responsibilities

You must ensure that the premises are ready for the move and that pathways, entrances, and access points are reasonably clear. Items should be packed securely unless we have agreed to provide a packing service. Fragile items, valuables, medicines, documents, and personal data should be removed or clearly identified in advance. We are not responsible for items left loose, inadequately packed, or incorrectly labelled by the customer.

You are also responsible for obtaining any permissions required for parking, loading, building access, lift use, or waste disposal arrangements. If permits, passes, or booking slots are needed and not arranged by you or by prior agreement with us, any resulting delay or penalty may be charged to you. You should also ensure that pets, children, and bystanders do not interfere with the moving process or create safety risks.

Where the customer asks us to move items that may be hazardous, bulky, or difficult to handle, you must disclose that information in advance. This includes but is not limited to gas cylinders, batteries, paint, solvents, broken items, sharp objects, or anything subject to transport restrictions. We may refuse to handle any item that we reasonably believe is dangerous, prohibited, illegal, or unsuitable for transport.

6. Liability and Claims

We will exercise reasonable care and skill in carrying out the service. However, our liability is limited to the extent permitted by UK law. We are not responsible for loss or damage caused by events beyond our control, including poor packaging by the customer, hidden defects, inherent weakness in furniture, pre-existing damage, or the normal risks associated with disassembly and reassembly of older items.

If damage occurs and you believe we may be responsible, you must notify us as soon as reasonably possible and in any event within a reasonable time after discovery. You should provide evidence, including photographs and a description of the issue, to help us investigate the claim. Failure to allow us a fair opportunity to inspect the item or assess the circumstances may affect any claim outcome.

Our liability for direct loss is limited to the lower of the replacement cost, repair cost, or the amount recoverable under any applicable insurance cover or contractual cap set out in your service agreement, except where such limitation is not allowed by law. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

7. Waste Removal and Disposal Regulations

Where we are asked to remove unwanted items, packaging, or general waste, disposal will be handled in accordance with applicable UK waste regulations. This means waste must be transferred to authorised facilities or disposal channels, and we may decline certain waste streams that require specialist handling or licensing. Waste should be declared accurately, because incorrect classification can create legal and environmental issues.

You must not present us with hazardous, clinical, electrical, or regulated waste unless we have expressly agreed to handle it and confirmed that we are able to do so lawfully. Examples include chemicals, oils, asbestos, fridges containing refrigerants, and items contaminated by bodily fluids or other dangerous substances. If prohibited waste is discovered during the service, we may refuse collection, isolate the item, or charge for any time or additional compliance measures required.

If we provide a clear-out or disposal service, ownership of the waste passes to us only to the extent permitted by law and only for items lawfully accepted for removal. You remain responsible for ensuring that the materials you ask us to remove do not belong to a third party and are not subject to any restriction, dispute, or retained interest. Any fines, penalties, or claims arising from false declarations may be passed to you where legally permissible.

8. Storage, Security, and Uncollected Items

Where a move involves temporary holding, storage transfer, or delayed delivery, items will be handled with reasonable care and stored or transported under the conditions agreed in advance. Storage arrangements, if any, will be subject to additional terms, including storage fees, access rules, and insurance limits. We are not required to place items into storage unless this has been expressly arranged and confirmed.

If goods remain uncollected, undelivered, or unable to be delivered because of missing instructions, unpaid balances, or access failure, we may retain the items until reasonable costs have been settled. We will make reasonable efforts to contact you and agree a solution. If items are left uncollected for an extended period, we may exercise rights available to us under law, including the recovery of costs and, where lawful, the disposal or sale of abandoned items after appropriate notice.

You must inspect your items as soon as practical after delivery and raise any concerns without delay. This helps us confirm the condition of the goods and deal with matters efficiently and fairly. Continued use, transfer, or disposal of an item after delivery may affect the ability to assess a claim.

9. Force Majeure

We will not be liable for failure or delay in performing our obligations where the failure results from events outside our reasonable control. These may include severe weather, fire, flood, strikes, road closures, accidents, terrorism, government restrictions, public emergencies, or failure of third-party services. In such circumstances, we may suspend the affected service, rearrange the date, or modify the service scope where reasonably necessary.

If a force majeure event materially affects the booking, both parties will act reasonably and cooperate to minimise disruption. Any sums already paid will be handled in line with the service already delivered and any unavoidable costs incurred. Nothing in this clause requires us to perform a service that would be unsafe, unlawful, or impossible in the prevailing circumstances.

10. Complaints and Dispute Handling

If you have a concern about the service, you should raise it promptly so that we may investigate and seek a practical resolution. We may ask for supporting information, including photographs, invoices, or item descriptions. Where appropriate, we may offer repair, replacement, partial refund, or another reasonable remedy depending on the facts and the applicable contractual position.

We aim to resolve disputes professionally and without unnecessary delay. However, nothing in these terms prevents either party from seeking legal advice or using court procedures where needed. Any informal discussion or attempted resolution does not remove your obligation to pay sums properly due for services already completed.

These Terms and Conditions are intended to be fair, transparent, and consistent with the way Swiss Cottage Movers delivers moving services across the UK. They may be updated from time to time to reflect legal, operational, or commercial changes, and the version in force at the time of booking will normally apply unless otherwise agreed.

11. Governing Law

These Terms and Conditions, and any dispute or claim arising from them 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 legal rights provide otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision will be treated as modified to the minimum extent necessary, and the remainder will continue in full force and effect.

By confirming a booking with Swiss Cottage Movers, you acknowledge that you have read, understood, and agreed to these service terms.