Terms and Conditions for Harrow Removals

These Terms and Conditions apply to all removal and moving services provided by Harrow Removals, including domestic removals, office relocations, furniture transportation, packing support, and related handling services. By making a booking, the customer agrees to be bound by these terms. If any part of these terms is not understood, the customer should review them carefully before confirming a booking. These terms are intended to set out clear expectations for the service, payment, responsibilities, and limitations of liability so that the removals process is handled in a fair and professional manner.

In these terms, references to “we,” “us,” and “our” mean Harrow Removals. References to “you” and “your” mean the person or business arranging the service. A booking may be made by a customer acting on their own behalf, on behalf of a household, or as an authorised representative of a business or landlord. The services provided may vary depending on the specific arrangement agreed at the time of booking. Any quotation, estimate, or schedule issued by us is based on the information supplied by the customer and may change if the actual service requirements differ from the details originally provided.

These terms should be read together with any written quotation, booking confirmation, or service agreement. If any inconsistency arises, the written quotation or confirmation will usually take precedence in relation to the specific service details, while these terms continue to apply generally. Nothing in these terms affects any rights you may have under applicable consumer law. We aim to deliver a professional removals service that is transparent, practical, and responsive to the needs of each customer while maintaining proper standards of safety and compliance.

Booking process

All bookings are subject to availability and are only confirmed once we have accepted the booking in writing, by email, message, or other recorded confirmation. A quote may be provided after we receive information about the property size, type of items, access conditions, parking restrictions, distance, special handling needs, and any packing or storage requirements. The customer must provide accurate and complete information. If the information is incomplete, misleading, or changes before the moving date, the quote and the service arrangement may need to be revised. A removal booking with Harrow Removals is not guaranteed until confirmation has been issued.

To help us provide a suitable service, you should tell us about any items requiring special care, including but not limited to pianos, antiques, glass furniture, delicate electronics, artwork, large appliances, or unusually heavy items. You must also inform us of any access restrictions, staircases, lifts, narrow entrances, timed loading areas, congestion charges, or permit requirements. If we are unable to complete the service safely or lawfully because information was withheld, we may suspend or refuse the service, and any additional costs caused by the missing information may be charged to you. The booking process may also include a deposit requirement for certain services or dates.

Payment terms

Payment terms will be set out in the quotation or booking confirmation. Unless agreed otherwise in writing, payment is due on completion of the service on the day of removal. We may require a deposit, especially for larger jobs, weekend appointments, short-notice bookings, or services involving specialist resources. Deposits are usually non-refundable except where required by law or where we cancel the service without fault on your part. Any remaining balance must be paid in full by the agreed method and within the agreed time. We may charge for waiting time, additional labour, extra mileage, parking costs, storage, dismantling, packing materials, or other supplementary services if these are requested or become necessary during the job.

If payment is not made on time, we reserve the right to suspend delivery of the service, retain goods in our vehicle or storage area where lawful and safe to do so, or charge reasonable recovery costs and interest where permitted by law. Any bank transfer, card payment, or other payment method must be made in cleared funds. Charges shown in a quote may be based on estimated time, volume, or scope of work, and may be adjusted if the actual job takes longer, requires additional staff, or involves circumstances not reasonably known when the quote was issued. Where a fixed price has been agreed, it applies only to the agreed scope of work and the stated assumptions.

Cancellations and changes

You may request to cancel or reschedule a booking, but any such request must be made as early as possible. Depending on the notice given and the costs already incurred, cancellation charges may apply. If you cancel with little notice, after we have allocated staff, reserved equipment, or turned away other work, we may retain part or all of any deposit and may also charge for reasonable losses caused by the cancellation. If you wish to change the moving date, time, volume, or destination, we will try to accommodate the change, but it may affect the price and availability. Any amended arrangement must be agreed by us in writing.

If we need to cancel or reschedule due to circumstances beyond our control, including severe weather, vehicle failure, staff illness, unsafe access, road closures, industrial action, or legal restrictions, we will make reasonable efforts to offer an alternative date or time. We will not be responsible for any indirect loss resulting from a cancellation or delay where that loss is excluded under these terms or otherwise permitted to be excluded by law. If the service cannot proceed because of your act, omission, or failure to prepare the property or goods for collection, we may treat the booking as cancelled and apply reasonable charges.

Liability and customer responsibilities

We will take reasonable care when handling your goods, but you remain responsible for ensuring that items are suitably packed, labelled, and ready for transport unless packing has been expressly included in the service. Fragile items should be packed securely and should be declared in advance. Where we assist with packing, dismantling, or reassembly, we will do so with reasonable care, but we cannot guarantee against damage arising from pre-existing weakness, hidden defects, poor quality materials, or the inherent nature of the item. The customer should remove personal data from devices, secure confidential documents, and back up electronic files before the move.

Our liability is limited to loss or damage caused by our negligence or breach of these terms, and only to the extent permitted by law. We are not liable for loss or damage caused by events outside our reasonable control, including fire, flood, accident, theft by third parties, adverse weather, traffic incidents, or instructions given by the customer that create risk. We are also not responsible for minor scuffs, marks, or superficial wear that are consistent with ordinary handling in a removals service. If you believe an item has been damaged or lost, you must notify us as soon as reasonably possible and provide evidence where requested.

Where a claim is made, we may inspect the item, request proof of value, and ask for photographs, receipts, inventory lists, or other supporting information. Any compensation will be based on the terms agreed, the condition of the item before the move, and any limits stated in the booking confirmation. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation. You agree that your own insurance should be checked before the move to confirm whether additional cover is needed.

Waste regulations and disposal

Where our service includes disposal, clearance, or transport of unwanted items, all activities will be carried out in accordance with applicable waste regulations and environmental law. We will only remove, carry, or dispose of waste where it is lawful for us to do so and where the customer has authorised us to handle the waste. The customer must be honest and accurate about the nature of any items to be disposed of, including whether they contain electrical components, hazardous materials, confidential records, liquids, sharp objects, or other regulated materials. We may refuse to transport or dispose of any item that could breach legal or safety requirements.

The customer must not include prohibited items in waste loads unless we have expressly agreed to handle them in compliance with the law and any required permits or procedures. Prohibited or controlled waste may include asbestos, chemicals, gas cylinders, clinical waste, oils, solvents, paint in large quantities, batteries, and items that are unsafe or unlawful to transport without specialist arrangements. If prohibited materials are discovered, we may stop the job, isolate the material where safe to do so, and charge for any additional time, specialist disposal, or regulatory compliance costs. You must also ensure that any waste handed over for disposal is legally yours to transfer.

If we provide clearance or disposal services, title to the waste may pass to us only once the items have been lawfully accepted for removal. We may issue a record, receipt, or transfer note where required by law or by the nature of the service. We reserve the right to decline any item that we reasonably believe is contaminated, unsafe, unlisted, or likely to cause a breach of environmental law. The customer remains responsible for disclosing relevant details and for making sure that no prohibited items are mixed with general waste unless specifically agreed and lawfully permitted.

Service conditions and access

You must ensure that the property is accessible at the agreed time and that parking, entry, loading, and unloading arrangements are in place unless we have agreed to arrange them. If access is delayed or blocked, we may charge for waiting time or additional journeys. The customer should protect floors, walls, lifts, and fixtures where necessary and should notify us of any building rules, booking restrictions, or site regulations. We may refuse to move items that are unsafe, excessively heavy, unstable, improperly packed, or likely to cause injury or damage.

Any instructions given by the customer or their authorised representative will be followed where reasonably possible, but we may decline instructions that are unsafe, unlawful, or impractical. You must ensure that keys, codes, permits, and authorisations are available at the correct time. If the move involves storage, the separate storage conditions, if any, will apply in addition to these terms. We may use subcontractors, helpers, or affiliated transport providers to complete part of the service, provided that the standard of service remains consistent with the booking arrangement.

Changes to these terms

We may update these Terms and Conditions from time to time to reflect changes in law, practice, insurance arrangements, or the services we offer. The version in force when your booking is confirmed will normally apply to that booking unless a later version is agreed in writing. If a change is required to comply with law or to address a safety issue, we may apply that change immediately to the extent necessary. The current terms should always be reviewed before making a booking for a removal service.

General provisions, governing law, and final matters

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right or remedy will operate as a waiver of that right or remedy. These terms form the entire agreement between you and us in relation to the service, except where a separate written agreement states otherwise. You may not assign your rights under these terms without our written consent. We may assign or transfer our rights where reasonably necessary for business or operational reasons.

These terms 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 will have exclusive jurisdiction, unless the customer is entitled to bring proceedings in another court under mandatory consumer law. We aim to handle every removals service professionally and fairly, with clear pricing, lawful waste handling, careful transport, and sensible communication throughout the booking and moving process. By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions.