Highbury Movers Service Terms and Conditions
These Service Terms and Conditions set out the basis on which Highbury Movers provides domestic and commercial moving services, storage-related handling, packing support, and associated transport activities within the United Kingdom. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions are intended to create a clear and fair agreement between the customer and the moving company, covering the booking process, pricing, payment, cancellations, liability, waste management duties, and the governing legal framework. They should be read carefully before any moving service is arranged.
In these terms, references to “we”, “us”, and “our” mean Highbury Movers, and references to “you” or “the customer” mean the individual or organisation requesting the service. Where a service includes removals, packing, dismantling, loading, unloading, or transport, the same core terms apply unless a separate written agreement states otherwise. Any variation to these terms must be confirmed in writing and agreed by both parties. If any clause is found to be unenforceable, the remaining provisions will continue in full force.
These terms are designed for service use and are not a guide, checklist, or advice document. They describe the contractual position only. For the avoidance of doubt, the customer is responsible for ensuring that all information supplied at the time of booking is accurate and complete, including access conditions, item descriptions, and any special handling needs. A failure to disclose relevant information may affect scheduling, pricing, and liability. Reasonable care will be taken at every stage of the service, but the customer also has duties that support safe and efficient completion of the move.
1. Booking Process
A booking with Highbury Movers may be made by telephone, email, online enquiry, or any other method we make available from time to time. A booking is not confirmed until we have issued a written confirmation or otherwise accepted the order in writing. The booking confirmation may include the service date, estimated duration, crew size, vehicle type, access assumptions, pricing basis, and any agreed extras. The customer must review the confirmation carefully and notify us promptly of any errors.
Before confirming a moving service, we may request additional information to assess the scope of work. This may include inventory details, floor levels, lift availability, parking limitations, distance from vehicle to property, and whether any items are unusually heavy, fragile, valuable, or difficult to move. If the customer provides incomplete or inaccurate information, we reserve the right to revise the quotation, adjust the crew allocation, alter the scheduled time, or refuse to proceed where safe delivery is not possible. Any quotation is based on the facts known at the time and may be subject to change if circumstances differ on the service day.
We may also ask for photographs, videos, or a pre-move assessment to help determine the correct service arrangement. Where a survey has been carried out, that survey forms part of the booking basis but does not guarantee that every eventuality can be predicted. If the move requires permits, building approvals, or other third-party permissions, the customer is responsible for obtaining them unless we expressly agree otherwise in writing. Delays caused by missing permissions or restricted access may result in additional charges.
2. Payments and Charges
All charges are stated in pounds sterling unless otherwise agreed. The total price may be based on a fixed quotation, hourly rate, mileage element, or a combination of these methods, depending on the nature of the service. Quotes usually cover the items and conditions disclosed at the time of booking. Additional work requested on the day, waiting time, parking penalties, stair carries, long carries, congestion, storage handling, packing materials, or multiple trips may be charged extra where applicable. If the service scope changes, the final invoice may differ from the initial estimate.
Unless we state otherwise, payment terms require settlement by the date specified on the invoice or, for private removals, before completion of the move or on the day of service. We may require a deposit to secure the booking. Any deposit paid is applied against the total charge, subject to the cancellation provisions below. Payment methods accepted may vary and may include bank transfer, card payment, or another approved method. We are not obliged to begin or continue work where payment conditions have not been met.
If payment is not made on time, we may charge interest and reasonable recovery costs in line with applicable law. Late payment may also result in suspension of service, cancellation of the booking, or refusal to release items where lawful to do so and where prior agreement supports such action. The customer is responsible for all bank charges, currency conversion costs, or failed payment fees arising from their chosen payment method.
3. Cancellations, Rescheduling, and Delays
Customers may cancel or request a reschedule by giving written notice. The amount charged, if any, will depend on how much notice is provided and whether we have already incurred costs such as labour allocation, vehicle dispatch, packing material purchase, or third-party bookings. Where a cancellation is made with insufficient notice, Highbury Movers may retain the deposit or charge a cancellation fee that reflects our reasonable losses. If the customer fails to attend, is not ready for collection, or prevents completion of the move, we may treat this as a late cancellation or aborted service.
If we must cancel or reschedule due to circumstances beyond our control, such as severe weather, road closures, vehicle breakdown, staff illness, or safety issues, we will use reasonable efforts to offer an alternative date or time. We shall not be liable for indirect losses caused by a delay, provided we have acted reasonably and kept the customer informed where practicable. Any agreed timetable is approximate unless expressly guaranteed in writing. Moving work may be affected by traffic, building access, and other operational factors outside our control.
Where a customer asks to postpone a confirmed service, we will try to accommodate the request, but availability cannot be guaranteed. Rescheduling may require a revised quotation if the new date changes our costs or resource planning. If a move is delayed because the customer is not ready, because inventory is incomplete, or because access is blocked, waiting time may be charged at the applicable rate. In some cases, we may need to leave the site and return later, with any additional transport or labour costs charged to the customer.
4. Liability and Customer Responsibilities
Highbury Movers will take reasonable care when handling items, property, and premises. However, liability is limited to losses directly caused by our proven negligence, breach of contract, or failure to exercise reasonable skill and care. We are not responsible for pre-existing damage, wear and tear, hidden defects, structural weaknesses, or damage caused by items being improperly packed, boxed, labelled, or secured by the customer or a third party. The customer should ensure that fragile items are suitably protected unless packing has been expressly included in the agreed service.
The customer must take reasonable steps to protect floors, walls, door frames, stairways, lifts, and other surfaces where appropriate. Any item with exceptional value, sentimental significance, or fragility should be declared before the move. We may refuse to move items that are hazardous, illegal, excessively heavy, or likely to cause damage or injury if handled in the normal course of a move. If we agree to move such items, the customer accepts that special handling conditions may apply and that additional charges or limitations may be imposed.
Where we supply packing materials, these are intended for ordinary moving use unless otherwise described. We are not responsible for the suitability of materials supplied by others. If the customer instructs us to place goods in a particular location, dismantle or reassemble furniture, disconnect appliances, or move items through restricted access, they do so at their own risk unless we have agreed in writing to assume additional responsibility. The customer must ensure that appliances are disconnected safely and that plumbing, gas, or electrical work is completed by qualified professionals where required.
To the fullest extent permitted by law, we shall not be liable for loss of profit, business interruption, missed appointments, or any indirect or consequential loss arising from the service. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Where liability is established, our financial responsibility may be limited to the value of the affected item or the amount recoverable under any applicable insurance arrangement, whichever is lower, subject to the applicable contractual limits.
5. Waste Regulations and Disposal
Where our service includes removal of unwanted items, packaging, or other waste, the customer must ensure that the items are clearly identified in advance. Waste collection and disposal will be handled only in accordance with applicable UK waste regulations and any relevant permit or licensing requirements. We may refuse to remove items that are prohibited, dangerous, contaminated, or not suitable for lawful disposal. The customer remains responsible for declaring whether items contain hazardous substances, sharp objects, batteries, fluids, electrical components, or anything else that requires special treatment.
Waste must not be presented as ordinary household or office waste if it includes materials that require specialist disposal. If the customer provides false or incomplete information about waste contents, the customer will be responsible for any resulting costs, fines, enforcement action, or disposal surcharges. We reserve the right to segregate, quarantine, or return waste that cannot lawfully be handled within the agreed service. Any waste transfer, removal, or disposal activity may be subject to additional charges and documented in line with legal requirements.
The customer acknowledges that furniture, appliances, and electronics may require recycling or treatment in a manner different from general rubbish. We may use licensed third-party facilities or carriers where necessary. Ownership of waste intended for disposal passes only when and to the extent permitted by law and by the terms of the service. If the customer asks us to dispose of items that are later found to be subject to special regulation, the customer shall indemnify us for any losses, penalties, or reasonable professional fees arising from that instruction.
6. Goods Not Suitable for Standard Removal
Certain items may be excluded from standard moving services unless we have expressly agreed otherwise. These can include cash, jewellery, precious metals, firearms, live plants, animals, illegal goods, hazardous chemicals, combustible materials, and items requiring climate-controlled transport. If such goods are present, the customer must disclose them before the move. We may decline to handle them or may impose special conditions, including separate packaging, protective measures, or dedicated transport arrangements. The customer is solely responsible for ensuring that no prohibited or undeclared items are included within boxes, cabinets, or containers.
Where the service includes valuable or delicate goods, the customer should consider obtaining independent insurance coverage if desired. Any insurance or cover we may arrange, if offered, will be subject to its own terms, exclusions, and claim requirements. Unless expressly stated otherwise, our acceptance of an item for transport does not mean we have assessed its intrinsic value or guaranteed its condition beyond reasonable handling.
We may refuse to continue a service if we discover undisclosed prohibited items, unsafe conditions, or conduct that threatens staff safety, public safety, or compliance with law. In such circumstances, any costs already incurred may remain payable. If an item is removed or handled contrary to law or contrary to our instructions, the customer shall bear the consequences of that decision.
7. Complaints and Claims
Any complaint about the service should be raised as soon as reasonably possible so that we have an opportunity to investigate. Claims concerning damage, missing items, or incomplete work should include reasonable details, including the date of the move, the item affected, and the nature of the concern. We may request photographs, purchase evidence, repair estimates, or other supporting information. Failure to notify us promptly may affect our ability to investigate and may reduce or limit any remedy available.
If a claim is accepted, we may choose to repair, replace, or compensate for the affected item, subject to the applicable contractual and legal limits. We will not usually accept responsibility for damage caused by unsuitable packing, poor access, customer instruction, or circumstances outside our reasonable control. Any dispute should be handled in good faith and in a practical manner, with each side acting reasonably. Nothing in this section prevents either party from using any statutory rights that apply under UK consumer law or contract law.
Records kept by the customer, including inventory lists and condition photographs, may be helpful in resolving claims. Likewise, our own records, route notes, and service documents may be relied upon when assessing responsibility. If an item is not listed or is concealed within another container and not disclosed, our liability may be reduced or excluded where permitted by law. We aim to resolve issues proportionately and within a reasonable timeframe.
8. Governing Law and Legal Effect
These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales unless the mandatory laws of another part of the United Kingdom apply. The parties agree that the courts having jurisdiction under that legal framework shall have authority to hear any dispute that cannot be resolved amicably. If any part of these terms conflicts with mandatory statutory rights, the statutory rights will prevail to the extent required by law.
The contract between the customer and Highbury Movers represents the entire agreement relating to the relevant moving service, unless supplemented by a signed written amendment. No person who is not a party to the agreement has any right to enforce its terms under the Contracts (Rights of Third Parties) Act 1999, unless the parties expressly agree otherwise in writing. The headings in these terms are for convenience only and do not affect interpretation.
By booking a service, the customer confirms that they have authority to enter into the agreement and to accept these terms on behalf of any household, business, landlord, tenant, owner, or third party affected by the move. These terms may be updated from time to time, and the version applicable to a booking will be the version in force at the time the booking is confirmed, unless a later written agreement states otherwise. Continued use of the service after notice of changes constitutes acceptance of the updated terms where permitted by law.