Hackney Movers Service Terms and Conditions
These Terms and Conditions set out the basis on which Hackney Movers, also referred to in these terms as the Company, provides moving, removals, packing, loading, unloading, storage coordination, and related services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing the Company to begin work, the customer agrees to be bound by these terms. If any part of these terms is not acceptable, the customer should not proceed with the booking. These terms are designed to create a clear, fair, and practical service agreement, while allowing the Company to manage each move safely and efficiently.
The customer is responsible for reading these terms carefully before the service date. The Company may update these terms from time to time, and the version that applies will be the one in force at the time the booking is confirmed unless otherwise agreed in writing. Any special arrangements, written amendments, or added services must be recorded and approved by both parties. If there is any inconsistency between a quotation and these terms, the quotation will take priority only in relation to the specific service items and prices stated in it.
In these terms, references to “customer” mean the person or organisation booking the service, “goods” mean items to be moved, packed, handled, disposed of, or stored, and “service” means any removal, transport, labour, packing, dismantling, collection, disposal, or related work carried out by the Company. References to a “working day” mean Monday to Friday excluding public holidays in England and Wales.
1. Booking Process
A booking is not confirmed until the Company accepts the customer’s request and, where required, receives a deposit or written confirmation of the agreed service. The customer must provide accurate details of the collection address, delivery address, access conditions, parking restrictions, item descriptions, floor levels, lift availability, and any special handling needs. The quality of the service depends on the accuracy of this information. If the customer gives incomplete or incorrect details, the Company may revise the quotation, adjust the schedule, or charge additional costs where reasonable and necessary.
The booking process normally begins with an estimate, site information, or inventory list supplied by the customer. The Company may base its quotation on the information provided and may treat that quotation as valid for a limited period. If the actual work differs from the original description, for example because there are more items, heavier items, difficult access, waiting time, or additional labour required, the Company may charge for the extra work at its standard rates or issue a revised quotation. The customer accepts that removal services often depend on real-time conditions and that estimates may be adjusted where the scope changes.
Once a booking is accepted, the customer is expected to make all necessary preparations before the scheduled service date. This includes packing where the customer has agreed to self-pack, disconnecting appliances if required, securing pets, reserving access, and ensuring that the premises are ready for loading or unloading. The customer should also make sure that there are no items that require specialist handling unless those items were disclosed in advance. The Company is entitled to refuse to move items that are unsafe, unlawful, improperly packed, or outside the agreed scope of work.
2. Payments and Charges
All prices are stated in pounds sterling unless otherwise agreed. Unless the quotation says otherwise, payment is due in full on the day of service before completion or immediately after completion, depending on the payment arrangement confirmed at booking. The Company may require a deposit to secure the date, particularly for larger house removals, commercial moves, or services booked at busy times. Deposits are normally non-refundable except where the Company cancels the service without cause or where a refund is required by law.
The customer agrees to pay all charges relating to the service, including labour, fuel, vehicle use, congestion or parking-related costs, waiting time, extra handling, packing materials, storage handling, disposal fees, and any additional charges arising from changes made by the customer. If the move takes longer than expected because of access issues, unprepared goods, inaccurate information, or customer delay, the Company may apply extra time charges. Where the customer requests a change to the agreed plan, the Company may choose either to accept or decline the change and may adjust the price accordingly.
Late payment may result in administrative charges, interest, or recovery costs to the extent permitted by law. The Company may suspend performance, withhold delivery, or decline future work if payment is overdue. If a card payment or bank transfer is reversed, cancelled, or fails after service has been provided, the customer remains liable for the full amount. The Company may also recover reasonable third-party costs incurred in collecting unpaid sums. Any dispute about an invoice must be raised promptly and in good faith, with sufficient detail to identify the issue.
3. Cancellations, Postponements, and Access Delays
Customers may cancel or reschedule a booking by giving notice in writing or by any other method accepted by the Company. Cancellation charges depend on the amount of notice provided and the level of preparation already undertaken. If a customer cancels close to the service date, the Company may retain part or all of the deposit and may charge further reasonable losses where the booking prevented the Company from accepting other work. Where materials, staffing, vehicle allocation, or specialist arrangements have already been committed, the Company may charge for those costs.
If the customer is not ready at the agreed time, fails to provide access, or is unable to complete the move for reasons within their control, the Company may charge waiting time, re-delivery fees, abortive visit costs, or storage-related charges if applicable. The Company will use reasonable efforts to keep to the scheduled time, but arrival times are estimates unless a fixed time has been expressly agreed in writing. Delays caused by traffic, weather, road restrictions, or events outside the Company’s control do not give the customer a right to cancel without charge unless the delay is substantial and the Company agrees otherwise.
The Company may cancel or postpone a booking where it cannot safely or lawfully carry out the work, where staff are unavailable due to illness or emergency, where access conditions are materially different from those disclosed, or where the customer breaches these terms. If the Company cancels for reasons within its control, the customer will normally receive a refund of any prepaid sums for the cancelled service portion, but the Company will not be liable for indirect losses unless required by law. The Company may also stop work if a site becomes unsafe, abusive, or non-compliant with legal or operational requirements.
4. Liability, Risk, and Customer Responsibilities
The Company will take reasonable care when handling goods, but the customer remains responsible for ensuring that all items are suitable for transport and properly prepared. Fragile items, antiques, electronics, glass, ceramics, artwork, and other delicate goods should be clearly identified and, where necessary, professionally packed by the customer or by the Company under a separate packing agreement. Unless the Company has agreed in writing to pack such items, it is not responsible for damage arising from inherent fragility, inadequate packaging, pre-existing defects, or ordinary movement during transit.
Where the Company supplies packing materials or carries out packing services, it will use reasonable skill and care. However, liability may still be limited if damage arises from items packed in accordance with the customer’s instructions, from misleading information supplied by the customer, or from concealed defects in the goods. The customer must notify the Company of any particularly valuable items, items requiring temperature control, or goods that may be prohibited, restricted, or dangerous. The Company may refuse to move items that present an unacceptable risk to staff, vehicles, or other property.
Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, the Company is not liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or emotional distress arising from the service. If the Company is found liable for loss or damage to goods, its liability may be limited to the lower of the declared value, the repair or replacement cost, or the limit stated in the quotation or booking terms, provided that any such limit is lawful and brought to the customer’s attention.
5. Waste Regulations and Disposal Services
Where the service includes removal, disposal, or clearance of unwanted items, the customer must ensure that any waste is correctly identified and separated from items intended for relocation. The Company may only transport, handle, or dispose of waste in accordance with applicable UK waste legislation, environmental rules, and licensing requirements. The customer must not request the Company to dispose of hazardous, clinical, chemical, asbestos-related, explosive, or otherwise controlled waste unless the Company has expressly agreed in writing and is legally permitted to handle it.
The customer is responsible for describing waste accurately. If waste is mixed with reusable items, the Company may require sorting, may charge additional labour, or may refuse collection until the material is properly separated. If any items are found to contain prohibited substances, sharp objects, liquids, batteries, pressurised containers, or contaminated materials, the Company may safely isolate the items, return them to the customer, or arrange lawful specialist disposal at the customer’s cost. The customer warrants that goods handed over for disposal are lawfully owned or that the customer has the right to authorise their removal.
For the avoidance of doubt, the Company may issue separate charges for disposal, recycling, landfill, transfer, or handling fees. The customer acknowledges that waste services may require compliance checks, duty-of-care records, or transfer documentation. If the customer fails to disclose restricted waste and this causes additional expense, delay, or regulatory concern, the customer will be responsible for all resulting costs, fines, and claims to the extent permitted by law. The Company may decline any disposal request that could breach legal obligations or place staff at risk.
6. Goods, Storage, and Uncollected Items
If the service involves temporary storage, transfer to storage, or waiting for onward delivery, the goods remain subject to these terms unless separate storage terms apply. The customer must provide accurate instructions regarding the length of storage, access requirements, and any collection deadlines. The Company is not responsible for deterioration caused by the natural condition of the goods, including perishability, rust, mould, battery discharge, or similar issues, unless the damage results directly from the Company’s failure to exercise reasonable care.
Items left uncollected, refused on delivery, or impossible to deliver due to access or payment issues may be returned to the Company’s premises, placed into temporary storage, or held pending further instructions. The customer will be liable for additional transport, handling, and storage costs. If the customer does not respond within a reasonable period, the Company may, after reasonable notice and in accordance with law, deal with the items in a lawful manner, including disposal or sale where permitted. Any net proceeds may be applied against amounts owed by the customer.
The customer should retain adequate insurance for their goods and premises. The Company may carry its own insurance, but this does not replace the customer’s responsibility to insure items of high value or unusual nature. The customer should check whether their own household, business, or contents insurance remains valid during the move. If the customer requires a higher level of cover, declared value protection, or specialist insurance, this must be arranged and confirmed before the service begins.
7. General Provisions and Governing Law
These terms, and any dispute or claim arising from them or the service, are governed by the law of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where the customer is resident in Scotland or Northern Ireland and mandatory consumer protections provide otherwise. If any clause is found invalid or unenforceable, the remainder of these terms will continue in force.
Failure by the Company to enforce any right or provision immediately does not waive that right or provision. Any waiver must be given in writing. The customer may not assign or transfer the booking without the Company’s written consent. The Company may assign or subcontract parts of the service where reasonably necessary, provided that this does not materially reduce the agreed standard of service. Headings are for convenience only and do not affect interpretation.
The customer confirms that they have authority to enter into the booking and that the details provided are true and complete to the best of their knowledge. By proceeding with the service, the customer accepts that moving work involves normal operational risks and that the Company’s obligations are limited to those stated in these terms and any applicable law. These Terms and Conditions form the entire agreement between the customer and Hackney Movers in relation to the relevant service, unless a separate written contract says otherwise.