Merton Movers Terms and Conditions
These Terms and Conditions set out the basis on which Merton Movers provides moving, removals, clearance, and related transport services in the United Kingdom. By making a booking, accepting a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. These conditions are intended to be fair, clear, and practical, and they apply to all services supplied by us unless we agree otherwise in writing. In these terms, references to "we", "us", and "our" mean Merton Movers, and references to "you" or "the customer" mean the person, business, or organisation booking the service.
We provide services on the understanding that all information supplied by the customer is accurate and complete. Any quotation, schedule, or plan issued by us is based on the details given at the time of booking. If those details change, we may revise the price, the timing, the staffing levels, or the equipment required. Our service commitment is to act with reasonable skill and care, to communicate clearly, and to complete each job efficiently and safely. However, moving and transport work can involve circumstances beyond our control, including access issues, parking restrictions, and weather-related delays.
These terms are designed to reflect standard UK service practice and to protect both parties. They cover the booking process, payments, cancellations, liability, waste regulations, and governing law. They also explain the responsibilities that apply before, during, and after the job. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.
Booking Process and Service Confirmation
Bookings may be made after we provide an estimate or quotation based on the customer’s description of the work. A quotation is usually valid for a limited period and may be withdrawn or amended if the scope of work changes. A booking is only confirmed when we accept the request and, where required, receive any deposit or advance payment. Until confirmation is issued, availability is not guaranteed. We may refuse or cancel a booking if the information provided is incomplete, inaccurate, or indicates that the job is unsafe or unsuitable for our vehicles or staff.
At the time of booking, the customer must provide accurate details regarding the moving date, property type, access points, parking arrangements, item size and quantity, special handling needs, and any items requiring dismantling or protective packaging. If the service includes a removal, clearance, or transport task, the customer must ensure that all goods are properly identified and that any items excluded from the job are separated before our team arrives. Where needed, we may request photographs, an inventory, or additional information to assess the work properly. This helps us allocate the correct number of operatives, the right vehicle, and any equipment needed for the job.
The customer must ensure that the premises are accessible at the agreed time. If lifts, loading bays, permits, keys, concierge arrangements, or parking permissions are required, it is the customer’s responsibility to arrange them unless we agree to do so in writing. Delays caused by lack of access, missing permissions, or incomplete preparation may result in waiting charges, rescheduling fees, or an adjustment to the quotation. If we arrive and cannot complete the work because the site is unsafe, inaccessible, or materially different from the description supplied, we may treat the booking as cancelled by the customer and charge for time and attendance.
Payments, Charges, and Invoicing
All prices are stated in pounds sterling unless otherwise agreed. Quotations may be fixed price or estimated. A fixed price applies only to the scope of work described in the written quotation or booking confirmation. If the customer requests additional services, extra stops, waiting time, handling of unusually heavy items, or work outside the original description, we may charge additional fees. An estimate is based on the expected time and resources needed, but the final cost may be higher or lower depending on the actual time spent and the services provided.
Where a deposit is required, it must be paid before the booking is secured. The remaining balance becomes due on completion of the service unless we agree otherwise in advance. We may require payment before unloading, at the end of the job, or on invoice for approved business customers. Unless stated otherwise, invoices are payable immediately or within the period specified on the invoice. Late payment may result in interest, recovery costs, and suspension of further services. We reserve the right to refuse delivery or completion of work until payment is made in full, subject to any rights the customer may have under applicable law.
Payments may be accepted by bank transfer, card payment, or another method we agree in writing. The customer is responsible for ensuring that funds are available and that all payment details are correct. If a payment is reversed, dishonoured, or charged back without valid reason, the customer must reimburse us for the amount, any bank fees, and reasonable administrative costs. Any discount, promotion, or special rate applies only if the customer meets the stated conditions and pays on time. Failure to comply with payment terms may affect future bookings. Moving services, removal services, and clearance services all remain subject to these payment rules unless a separate written contract says otherwise.
Cancellations, Amendments, and Rescheduling
The customer may cancel or change a booking by giving notice as soon as possible. We will try to accommodate rescheduling requests where availability allows, but we cannot guarantee alternative dates. Cancellation charges may apply depending on how much notice is given, whether staff or vehicles have already been allocated, and whether the booking required special planning. If a deposit has been paid, it may be non-refundable where the cancellation occurs after we have reserved resources or incurred costs in preparation for the job.
If the customer cancels at short notice, fails to be present at the agreed time, or is unable to provide access, we may charge for the lost booking time, travel, labour already committed, and any third-party costs we have incurred. Where the job is postponed due to circumstances beyond the customer’s control, we will act reasonably and may offer an amended date. However, if repeated changes make the booking impractical, we may treat the arrangement as cancelled. We also reserve the right to cancel or suspend a booking if weather, safety concerns, mechanical failure, staff illness, or other operational issues make it impossible or unsafe to proceed.
If we cancel a booking for reasons within our control, we will offer a refund of any advance payment for services not provided, unless the cancellation results from the customer’s breach of these terms. Our liability for cancellation is limited to the amount paid for the affected booking, except where the law requires otherwise. We will not be responsible for indirect losses such as missed appointments, loss of earnings, or costs arising from consequential delays, provided this limitation is permitted under UK law.
Liability, Care of Goods, and Customer Responsibilities
We will take reasonable care when handling goods, property, and premises. However, the customer remains responsible for ensuring that items are suitable for removal and that fragile, valuable, or hazardous goods are properly declared. Unless specifically agreed in writing, we do not accept responsibility for items of exceptional value, cash, jewellery, important documents, antiques, artworks, or irreplaceable goods. Customers should arrange their own insurance where they require cover beyond the scope of our standard liability. Our team may refuse to move items that are unsafe, illegally possessed, poorly packaged, or likely to cause damage.
It is the customer’s duty to ensure that all goods to be moved are properly packed, labelled, and ready for collection unless packing is part of the agreed service. We are not liable for damage caused by pre-existing faults, poor packaging, defective furniture, hidden weakness, wear and tear, or items that were unstable before handling began. Similarly, we are not responsible for damage to walls, floors, doors, lifts, or fixtures where such damage results from restricted access, overcrowding, inadequate protection, or the customer’s failure to disclose relevant information. If our team is asked to dismantle or reassemble furniture, we will do so with reasonable care, but we are not liable for issues arising from structural weakness or manufacturer design limitations.
Any claim for loss or damage must be raised promptly and supported by reasonable evidence. The customer must allow us a fair opportunity to inspect the item and, where possible, to remedy the issue. Our total liability for a proven claim is limited to the lesser of the repair cost, replacement value, or the amount paid for the affected service, unless a different limit is required by law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under UK law.
Waste Regulations and Disposal Conditions
Where we provide clearance, disposal, or collection of unwanted items, the customer must ensure that all materials offered for removal are lawful to handle and dispose of. We operate in accordance with relevant UK waste legislation, including obligations relating to controlled waste, duty of care, and the proper transfer of materials to authorised facilities. The customer must not include hazardous, clinical, chemical, explosive, or otherwise regulated waste unless we have expressly agreed in advance and have the necessary authorisation to deal with it. This includes, but is not limited to, asbestos, paint tins, solvents, oils, gas cylinders, batteries, electrical items requiring special treatment, and contaminated materials.
We may request that the customer separate reusable items from waste, identify any items with personal or confidential data, and confirm whether goods are to be donated, recycled, or disposed of. If items contain personal information, the customer remains responsible for data removal and secure destruction unless a data handling service has been expressly agreed. We may refuse collection of any item that we reasonably believe is prohibited, unsafe, or unsuitable for transport. If prohibited waste is discovered during the job, we may stop work, remove only the safe items, and charge for the time spent and any additional costs incurred. The customer is responsible for any fines, penalties, or losses caused by misdeclared or illegal waste handed over for disposal, except where those result from our own breach of duty.
Where applicable, we will transfer waste only to licensed or otherwise authorised carriers, processors, or disposal sites. Any waste transfer note, receipt, or related record will be retained or issued in accordance with legal requirements where relevant. The customer acknowledges that once waste is legally transferred, it may not be recoverable. If the service includes clearance from a property, the customer must clearly identify which items are to be removed and which are to remain. We are not responsible for removing items that are not clearly marked or where the instruction is ambiguous.
Service Standards, Delays, and Force Majeure
We aim to provide services within the agreed time window, but times are estimates unless expressly guaranteed. Delays may occur because of traffic, access restrictions, weather, waiting for keys, loading difficulties, or events beyond our control. If a delay becomes likely, we will use reasonable efforts to keep the customer informed. We are not liable for delay-related losses where the delay is caused by factors outside our reasonable control. If the delay is caused by our own avoidable failure, our liability remains subject to the limitations set out in these terms and any mandatory legal rights.
We may suspend or terminate the service if our staff are exposed to abuse, unsafe conditions, threats, unlawful conduct, or circumstances that prevent us from working safely and lawfully. The customer must ensure a safe working environment, free from avoidable hazards. This includes securing pets, clearing walkways where possible, and informing us of any fragile areas or access constraints. If the customer or any third party interferes with the work, causes damage, or fails to cooperate reasonably, we may charge for additional time and may end the service immediately.
Governing Law and General Provisions
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services, the booking, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, except where the customer is entitled to bring proceedings in another part of the United Kingdom under mandatory law. Nothing in these terms affects the customer’s statutory rights.
If we choose not to enforce any part of these terms immediately, that does not mean we waive our right to do so later. Any variation to these terms must be agreed in writing. If there is any inconsistency between these terms and a specific written quotation or service agreement, the specific document will apply to the extent of the inconsistency. These terms form the entire agreement between the parties regarding the relevant service unless another written agreement says otherwise.
Merton Movers may update these terms from time to time to reflect changes in services, operational requirements, or applicable law. The version in force at the time of booking will normally apply to that booking unless a change is required by law or expressly agreed by both parties. By continuing with a booking, the customer confirms acceptance of these terms and agrees to cooperate in good faith so that the service can be completed efficiently, safely, and lawfully.