Colliers Wood Movers Service Terms and Conditions
These Terms and Conditions set out the basis on which Colliers Wood Movers provides removal and related moving services within the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to create clarity about the scope of work, payment obligations, limitations of liability, and compliance with applicable law. For the purposes of this document, references to “we”, “us”, and “our” mean Colliers Wood Movers, and references to “you” or “the customer” mean the person, business, or organisation requesting the service.
These terms apply to domestic and commercial moves, packing support, loading and unloading, furniture movement, storage-related handling, and other agreed moving services. Any variation to these terms must be agreed in writing before the service begins. If any part of these Terms and Conditions is found to be unlawful or unenforceable, the remainder will continue in full force to the extent permitted by law.
The customer is responsible for ensuring that all information provided during booking is accurate and complete. This includes details of the properties involved, access conditions, the type and quantity of items to be moved, parking restrictions, and any item requiring special handling. Failure to provide accurate information may result in additional charges, delays, cancellation of the service, or a limitation of our liability where the inaccurate information has affected performance.
1. Booking Process
Bookings for Colliers Wood Movers services are subject to availability and are confirmed only when we have accepted the request and provided written or electronic confirmation. A booking may be made by telephone, email, online form, or other accepted communication method. The customer must review all booking details carefully before confirmation, including the date, time window, addresses, access arrangements, and scope of services.
Where a quotation is provided, it will normally be based on the information supplied at the time of enquiry. Quotations are not binding unless expressly stated otherwise and may be revised if the facts change or if the actual service differs from what was described. We reserve the right to decline a booking where the work requested is unsafe, impractical, unlawful, or outside our operational capacity.
The customer must ensure that the premises are ready for the move at the agreed time. This includes packing items properly where packing is not included, securing fragile goods, disconnecting appliances where required, and ensuring that access routes are clear. If we are delayed or unable to proceed because the premises are not ready, waiting time charges may apply, and any resulting schedule changes may be treated as a variation to the booking.
Where a deposit is required, the booking is not secured until that deposit has been received in cleared funds. We may also require additional information or confirmation before accepting work involving heavy items, valuable goods, or premises with restricted access. We recommend that the customer checks building rules, parking permissions, and any necessary permits before the move date. Any failure to do so remains the customer’s responsibility.
2. Payments and Charges
All prices are quoted in pounds sterling unless otherwise stated. Charges may be based on a fixed fee, hourly rate, minimum call-out, or a combination of these. The final amount payable will depend on the service agreed, the actual time spent, the number of operatives required, the size and complexity of the move, access conditions, and any extra materials or services provided. Colliers Wood Movers may also charge for waiting time, congestion caused by delayed access, parking penalties, fuel surcharges where applicable, and handling of items not disclosed at the time of booking.
Payment terms will be specified at booking or in the invoice. Unless agreed otherwise, payment is due on completion of the service, before unloading is completed, or immediately upon receipt of invoice for business customers. We accept the payment methods notified in advance and may refuse cashless or cash payments if anti-fraud checks, banking restrictions, or administrative policies require it. Any bank charges or currency conversion costs imposed by a third party remain the customer’s responsibility.
Late payment may result in administrative charges, interest, suspension of further services, or recovery action to the extent permitted by law. If a payment is disputed, the customer must notify us promptly and provide reasonable details of the issue. Disputes do not remove the obligation to pay undisputed amounts by the due date. We may withhold delivery of goods, refuse to continue work, or retain items lawfully where unpaid charges remain outstanding and such retention is permitted under applicable law.
Any discounts, promotional rates, or special offers are offered at our discretion and may be withdrawn at any time before acceptance of the booking. Estimates relating to materials, packaging, or disposal fees are indicative only unless expressly stated as fixed. The customer remains responsible for any additional charges resulting from instructions given on the day, unexpected access issues, or items requiring specialist equipment not included in the original quotation.
3. Cancellations, Rescheduling, and Delays
The customer may cancel or reschedule a booking by giving reasonable notice. Cancellation charges may apply depending on the notice period and any costs already incurred. If the cancellation occurs after the booking has been confirmed and preparatory work has begun, including allocation of crew, vehicle preparation, or procurement of materials, we may charge a proportion of the agreed price or a cancellation fee reflecting our losses.
For standard moving services, the following principles apply unless a different arrangement is stated in writing: cancellations made with sufficient notice may incur no charge beyond any non-refundable deposit; cancellations made shortly before the booking date may result in partial charges; and same-day cancellations or refusal of access may be charged in full where we have made ourselves available and are unable to reallocate the booking. Any deposit taken is non-refundable to the extent that it covers costs already reasonably incurred.
If the customer requests a change to the date, time, or service scope, we will use reasonable efforts to accommodate the request, but no guarantee is given. Rescheduling may be treated as a cancellation followed by a new booking if the change is significant. We are not liable for delay caused by traffic, weather, road closures, incidents beyond our control, or the customer’s failure to provide timely access. In such cases, reasonable waiting time or reattendance fees may apply.
We may cancel or suspend the service at any time if the customer breaches these terms, provides false information, fails to make payment, or if circumstances make the service unsafe or unlawful. Where we cancel without fault on the customer’s part, any prepaid amount for unperformed work will normally be refunded, minus non-recoverable costs already incurred. This does not affect any legal rights that cannot be excluded under consumer law.
4. Liability and Insurance
Colliers Wood Movers will exercise reasonable care and skill in the performance of the services. However, removals and transport involve inherent risks, particularly where fragile, valuable, awkward, or pre-owned items are concerned. The customer is responsible for ensuring that items are suitably packed and protected unless packing has been expressly included in the service. We are not responsible for damage resulting from poor packing, inherent defects, normal wear and tear, or the condition of the item before the move.
Our liability for loss or damage is limited to the extent permitted by law. We will not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded. Subject to those exceptions, we shall not be liable for indirect, special, or consequential losses, including loss of profit, loss of business, loss of goodwill, or emotional distress arising from delay, damage, or non-performance. Any claim must be notified promptly and supported by reasonable evidence.
Where our negligence causes direct physical loss or damage to items in our care, our liability may be limited to repair, replacement, or a monetary amount representing the fair value of the affected item, taking into account age, condition, and depreciation. The customer must take reasonable steps to protect high-value items and should arrange independent insurance where the value is significant. We may request proof of value, purchase receipts, or photographs when assessing a claim.
We are not responsible for damage to floors, walls, lifts, doors, stairways, driveways, or other property unless it is shown that the damage was caused by our negligence and not by pre-existing conditions, inadequate protection, or restricted access. The customer should notify us in advance of any vulnerable surfaces, narrow access points, or special building requirements. Where appropriate, protective measures may be used, but their use does not create an absolute guarantee against all damage.
5. Waste, Disposal, and Environmental Compliance
Any waste removal, item disposal, or clearance service arranged by Colliers Wood Movers will be carried out in accordance with applicable UK waste regulations. The customer must clearly identify any items intended for disposal and confirm that they are legally permitted to be moved or discarded. We reserve the right to refuse to handle hazardous, contaminated, prohibited, or unidentified waste, including items containing chemicals, asbestos, batteries, fuels, medical waste, or other controlled materials.
Where waste is collected, we may separate materials, transport them to licensed facilities, and use subcontractors or authorised disposal partners where necessary. The customer warrants that waste presented for collection is lawfully owned, properly declared, and not subject to restrictions preventing transfer. If any undeclared hazardous or regulated waste is discovered, we may stop work immediately and charge additional costs for safe handling, isolation, return, or lawful disposal.
We expect the customer to comply with all relevant duties relating to the duty of care for waste, including correct segregation and truthful description of items. Fly-tipping, improper disposal, or misleading instructions are strictly prohibited. If the customer instructs us to dispose of an item unlawfully or in a manner inconsistent with regulations, we may refuse the instruction and notify the relevant authorities where required by law. Any fine, penalty, or cost arising from the customer’s unlawful instructions shall be the customer’s responsibility.
Recyclable materials, reusable items, and general waste may be handled separately where operationally feasible. However, we do not guarantee that all materials will be recycled or recovered. Disposal arrangements may vary depending on the nature of the items, legal requirements, and available facilities. The customer should not place personal data, confidential documents, or items requiring destruction in general waste unless secure destruction has been expressly agreed.
6. Customer Responsibilities
The customer must ensure lawful ownership or authority to move each item included in the booking. They must provide clear instructions, accurate inventories where requested, and access to utilities if needed for appliances or equipment. Children, pets, and unauthorised persons should be kept clear of work areas. The customer is also responsible for protecting valuables, personal documents, cash, jewellery, and other irreplaceable items unless specific handling arrangements have been agreed in advance.
Where the customer chooses to be present during the move, they must provide reasonable cooperation and promptly resolve any decisions needed on site. If a third party acts on the customer’s behalf, the customer remains responsible for their instructions. Any special request, such as dismantling furniture, handling antiques, or carrying items through confined spaces, must be declared before the job begins. Failure to disclose relevant information may affect pricing and liability.
We may refuse to move items that are too heavy, dangerous, insecure, or likely to cause injury or damage. This includes items that cannot be safely lifted with the available equipment, items in poor structural condition, and items that present a contamination or fire risk. If work is paused because of unsafe conditions, we may charge for time already spent and any reasonable costs caused by the interruption.
7. Complaints and Claims
If the customer has a complaint about the service, it should be raised as soon as reasonably possible so that we can investigate and, where appropriate, attempt a practical resolution. Any claim for loss or damage must be made within a reasonable period after the service, with supporting details such as photographs, item descriptions, receipts, and a clear explanation of the issue. Claims made too late may be difficult to assess fairly.
We may inspect the affected item or request that it be made available for review before any compensation is considered. Repair or replacement may be offered at our discretion where appropriate and lawful. Nothing in these terms prevents a customer from exercising rights available under consumer protection legislation.
8. Governing Law and Jurisdiction
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 parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where a different forum is required by mandatory law. If the customer is based elsewhere in the UK, the applicable consumer or contract protections of that jurisdiction will still apply to the extent they cannot be excluded.
These terms are intended to operate alongside all relevant UK legislation, including consumer, contract, transport, waste, and health and safety laws. No waiver of any right or remedy shall be effective unless agreed in writing, and any delay in enforcing a right shall not prevent its later enforcement. By proceeding with a booking for Colliers Wood Movers, the customer confirms that they have read, understood, and accepted these Terms and Conditions.