Queensway Removals Service Terms and Conditions

These Service Terms and Conditions set out the basis on which Queensway Removals provides domestic and commercial moving, clearance and related transport services in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. These terms are intended to be clear, fair and practical, and they apply to all removal services unless we agree otherwise in writing. For the purposes of these terms, references to we, us and our mean Queensway Removals, and references to you and your mean the customer, client or person placing the booking.

1. Booking process
All bookings are subject to availability and must be made with accurate information. When you request a quotation, you must provide honest and complete details about the items to be moved, collection and delivery addresses, access conditions, parking restrictions, floor levels, lifting requirements, dismantling needs, storage requirements and any other factor that may affect the service. We may provide an estimated price based on the information supplied, or we may arrange a survey before confirming the booking. A booking is only confirmed once we have accepted your request and, where required, received any deposit or written confirmation from you. We may refuse a booking if the work is unsuitable, unsafe, unlawful or outside the scope of our service.
2. Customer responsibilities before the move
You are responsible for ensuring that goods are packed securely unless packing has been included in the agreed service. Fragile items, valuables, money, jewellery, important documents, medicines and personal data should be kept separate and carried by you unless we have expressly agreed in writing to handle them. You must also ensure that appliances are disconnected, items are ready for uplift at the agreed time, and any necessary permissions for access, parking or building entry are arranged in advance. If our team cannot begin work because of incomplete information, unsafe access or lack of readiness, delays, waiting charges or abortive visit charges may apply.

3. Prices, estimates and payment
Unless otherwise agreed, quotations are based on the information available at the time of quoting. If the scope of work changes, if access conditions differ from what was described, or if extra items, floors, delays or special handling requirements arise, the price may be adjusted to reflect the additional time, labour, vehicles or equipment required. Any estimate given in advance is an estimate only unless expressly stated as a fixed price in writing. Payment terms will be confirmed at the point of booking, but in most cases payment is due in full on completion of the service unless a deposit, part payment or invoice arrangement has been agreed. We may require cleared funds before goods are unloaded or before any storage or disposal work is completed. If payment is late, we reserve the right to charge reasonable administrative costs and interest in accordance with applicable law.

4. Changes to the booking
If you need to change the date, time, location, inventory, or scope of the service, you must notify us as soon as possible. We will use reasonable efforts to accommodate changes, but we cannot guarantee availability. Changes may affect the price, the vehicle size, the number of crew members, or the duration of the service. Where a customer requests additional work on the day, such as dismantling, reassembly, multiple drops, waiting time, stair carry, or disposal, we may treat this as a variation and charge accordingly. We are not responsible for delays caused by circumstances outside our reasonable control, including traffic, weather, road closures, third-party access restrictions, or delays by landlords, building managers or other service providers.

5. Cancellations and postponements
You may cancel or postpone your booking by giving notice in writing or by any other method we accept. Cancellation charges may apply depending on how much notice is given and whether we have already incurred costs such as vehicle allocation, crew scheduling, parking arrangements, or subcontractor commitments. If you cancel at short notice, fail to provide access, are not ready to proceed, or do not attend at the agreed time, we may treat the booking as cancelled by you and charge a reasonable fee for lost time and expenses. If we need to cancel or postpone due to operational issues, safety concerns or events beyond our control, we will notify you as soon as reasonably possible and offer an alternative date where practical. Any deposit paid may be retained or applied against the relevant charges where cancellation costs have been incurred.

6. Packing, handling and prohibited items
We take reasonable care when handling your goods, but you remain responsible for declaring items that are fragile, hazardous, high value or require specialist treatment. Certain items may be refused or excluded from transport, including but not limited to explosives, illegal substances, firearms, live animals, food requiring refrigeration, perishables, wet paint, corrosives, flammable materials, pressurised containers, and any goods whose transport would breach law or safety rules. If prohibited or undeclared items are found among your goods, we may refuse to move them, isolate them, or return them at your cost where lawful and safe to do so. You must ensure that items are appropriately packed and labelled. We are not liable for damage caused by inadequate packing, pre-existing defects, overfilled boxes, hidden fragility, or items that were unstable before our team handled them.

7. Liability and limitations
We will carry out our services with reasonable care and skill. If we damage goods through our negligence, our liability will be limited, to the extent permitted by law, to the reasonable repair value, replacement value or declared value of the item, whichever is lower and appropriate in the circumstances. We are not liable for normal wear and tear, minor scuffs, cosmetic marks resulting from pre-existing weakness, or damage arising from unavoidable handling during a properly performed move. We are also not responsible for loss or damage caused by inaccurate information supplied by you, by insufficient packing, by delayed access, by circumstances outside our control, or by any act or omission of a third party. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.

8. Storage, delivery and redelivery
If we agree to provide storage or to hold goods pending redelivery, separate storage conditions may apply. You must inspect and report any issues promptly when goods are delivered or made available for collection. Where delivery cannot be completed because of access problems, incomplete information or your failure to attend, we may place goods into temporary holding or storage at your risk and expense, and additional charges may apply. Any redelivery date will depend on availability and may require further payment in advance. We reserve the right to rely on inventories, labels and instructions provided by you, and we are not responsible for delays or errors caused by unclear marking or conflicting instructions. If goods remain uncollected or undelivered because of your failure to cooperate, we may take reasonable steps to recover costs, always acting in accordance with applicable law.

9. Waste, clearance and disposal regulations
Where our service includes clearance, disposal, recycling or removal of unwanted items, we will handle waste in accordance with applicable UK waste management rules. You confirm that you have the right to dispose of the items you ask us to remove and that the items are not contaminated, hazardous or subject to special legal restrictions unless this has been agreed in advance. We may refuse any waste that we believe is unsafe, illegal to transport, or unsuitable for the agreed collection method. You must tell us if any waste is electrical, electronic, bulky, sharp, chemical, clinical, or otherwise regulated. We may separate recyclable materials where practical and may use licensed facilities or authorised carriers where required. If you misdescribe waste, conceal restricted items, or ask us to handle waste in a way that would breach environmental law, you are responsible for any resulting loss, fines, claims, clean-up costs or enforcement action, to the fullest extent permitted by law.
10. Property condition, access and site safety
You must ensure that the premises are reasonably safe for our team to work in. This includes providing adequate lighting, secure access, and warning us of risks such as loose flooring, unstable stairs, low ceilings, narrow hallways, aggressive animals, exposed wiring, unsafe loads or contaminated areas. If our crew considers that work cannot continue safely, we may pause or stop the service without liability for delay or loss caused by that decision. You must also ensure that you have authority to arrange the move and that the removal of goods does not breach lease conditions, tenancy terms, building regulations or ownership restrictions.

11. Delays, force majeure and operational matters
We will use reasonable efforts to arrive within the agreed time window, but times are estimates and may be affected by travel conditions or events beyond our control. We are not liable for delays caused by accidents, severe weather, strikes, fuel shortages, civil unrest, acts of government, third-party failures, or any other event that makes performance impossible or impractical. If a force majeure event occurs, we may suspend the service, reschedule the booking or cancel it without liability for indirect loss. We will not be responsible for any loss of earnings, missed appointments, alternate accommodation costs, or consequential losses arising from delay, except where required by law.

12. Complaints and claims
If you believe there has been a problem with our service, you should notify us as soon as reasonably possible and provide details of the issue, including photographs where available. This allows us to investigate promptly and, where appropriate, take remedial action. Claims for damage, loss or shortage should be made without undue delay and in any event within a reasonable period after the service has been completed or the issue discovered. We may require evidence of ownership, purchase price, repair estimates or replacement quotations. You must allow us a fair opportunity to inspect the goods and consider the claim before arranging repairs, disposal or replacement, unless immediate action is necessary to reduce further damage.
13. Insurance
We maintain insurance arrangements appropriate to the services we provide. However, insurance does not remove your duty to pack goods properly, declare valuable or fragile items, and take reasonable precautions to protect items that are especially sensitive or irreplaceable. If you want cover beyond the standard position set out in these terms, you should ask whether enhanced protection or declared value arrangements are available. Any such arrangement must be confirmed in writing and may affect the price.

14. Data, communications and notices
We may use the contact details you provide to administer your booking, send service updates, issue invoices, request information and manage claims or complaints. You should ensure your information is accurate and kept up to date. Notices relating to the booking, changes, cancellations or claims may be sent by email, text message or other reasonable method. If you send a notice to us, it will be treated as received when acknowledged or when it would reasonably be considered delivered in ordinary business practice.

15. Variation of terms
We may update these terms from time to time to reflect changes in law, operational practice or service structure. The version in force at the time of your booking will generally apply to that booking unless a change in law requires immediate amendment. No employee, driver, or subcontractor has authority to alter these terms unless the change is confirmed in writing by an authorised representative. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

16. Assignment and subcontracting
We may use subcontractors or third-party carriers to perform part or all of the service, provided we remain responsible for the service we have agreed to supply, subject to these terms and any lawful limitations. You may not assign or transfer your rights or obligations under these terms without our written consent. Any subcontractor engaged by us may rely on the protections and limitations of liability set out in these terms to the extent permitted by law.

17. Governing law and jurisdiction
These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the law of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If you are a consumer, you may have additional rights under applicable consumer protection legislation, and nothing in these terms is intended to reduce rights that cannot legally be excluded or limited. If any dispute arises, we encourage the parties to seek to resolve it promptly and fairly before starting formal proceedings.

18. Final provisions
By proceeding with a booking for Queensway removal services, Queensway removals or any related service provided under our name, you confirm that you have read, understood and agreed to these terms. These terms form the entire agreement between us and you in relation to the service, except where we expressly agree otherwise in writing. Any failure by us to enforce a right at any time does not waive that right. The headings used in these terms are for convenience only and do not affect interpretation. Where the context requires, the singular includes the plural and vice versa.

19. Acceptance
Please review these terms carefully before placing your booking. Once the booking is confirmed or the service begins, you will be deemed to have accepted the service terms applicable to that engagement. These terms are designed to provide a balanced framework for a professional removal service, covering booking procedures, payment obligations, cancellation rules, liability boundaries, waste handling responsibilities and the legal framework governing the agreement. They are intended to support a smooth, transparent and lawful service experience for both parties.