Stepney Removals Terms and Conditions

These Stepney removals terms and conditions set out the basis on which Stepney Removals provides domestic and commercial moving services in the UK. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service, as they explain the booking process, payment requirements, cancellation rules, liability limits, waste handling obligations, and the law that applies to the agreement.

These terms are intended to be clear and practical. They apply to moving services only and do not create any guidance, advice, or guarantee beyond the specific service agreed in writing. For the avoidance of doubt, references to we, us, and our mean Stepney Removals, and references to you and your mean the customer, client, or authorised representative placing the order.

A booking is only confirmed once we have accepted your request and, where required, received any deposit or written confirmation agreed at the time of quotation. Quotes are based on the information provided by you, including access conditions, inventory, distance, dates, parking availability, and any special handling needs. If the information changes, the quoted price, timing, staffing, or vehicle size may also change.

The customer must ensure that all details supplied during the booking process are accurate and complete. This includes the collection and delivery addresses, floor levels, lift availability, fragile or oversized items, storage needs, dismantling requirements, and any restrictions on vehicle access. We rely on the accuracy of the information provided, and we are not responsible for delays, extra costs, or service limitations resulting from incomplete or incorrect details.

We may ask for photographs, inventories, or other reasonable information before confirming a move. This helps us assess the service safely and properly. If the job is materially different from the original description, we may revise the quotation, postpone the booking, allocate additional staff, or decline to proceed where the service cannot be delivered safely or lawfully.

Bookings made by phone, email, online form, or other communication method are not binding until accepted by us. Any estimate given before a survey or assessment is indicative only unless expressly stated otherwise in writing. We may refuse or cancel a booking if we believe the service would be unsafe, unlawful, commercially impractical, or outside the scope originally agreed.

Payment terms will be confirmed in your quotation or booking confirmation. Unless agreed otherwise, payment is due on completion of the service, or in advance for certain specialist, large-scale, or time-sensitive jobs. We may require a deposit to secure the date, and that deposit may be non-refundable except where cancellation is due to our breach or another reason requiring a refund under these terms.

Accepted payment methods may include bank transfer, debit card, credit card, or another method specified at the time of booking. Where card processing fees apply, these will be disclosed in advance where legally permitted. You must pay all sums due in full without set-off, deduction, or withholding except where the law requires otherwise.

Late payment may result in additional charges, recovery costs, interest, or suspension of further services, subject to applicable law. Title to any goods, materials, or packaging supplied by us does not pass until all outstanding amounts have been received in full. If payment is made by a third party, the customer remains responsible for ensuring that the amount due is paid on time.

Cancellations must be made in writing or through the cancellation method we specify at booking. The amount refundable, if any, depends on the notice given and whether we have already incurred costs. Unless otherwise agreed in writing, a cancellation made with sufficient notice may be eligible for a partial refund, but deposits may be retained to cover administration, reserved staff time, and planning costs.

If you wish to reschedule, we will try to accommodate a new date, but availability cannot be guaranteed. Any rescheduled booking may be subject to a revised price if rates, staffing, seasonal demand, or scope have changed. Where a move cannot proceed on the scheduled day because of circumstances within your control, including lack of access, failure to secure permissions, or absence of a key person, we may charge a waiting fee, abortive visit fee, or rebooking fee.

We may cancel or postpone a job where circumstances beyond our reasonable control prevent safe or lawful performance, including severe weather, road closures, transport restrictions, illness, equipment failure, or events affecting our staff, vehicles, or suppliers. In such cases, we will take reasonable steps to rearrange the service or issue a refund for amounts paid for undelivered services, subject to any non-recoverable costs already properly incurred.

Service Conditions and Customer Responsibilities

The customer must prepare the property and items for removal unless we have agreed in writing to carry out additional packing, dismantling, or preparation. This includes ensuring safe access, clear pathways, adequate parking arrangements where possible, and the removal of hazards such as loose cables, unsecured pets, or dangerous substances. Where access is restricted, additional labour time may be charged.

You are responsible for checking that all items to be moved are legally owned by you or that you have authority to arrange their relocation. You must not ask us to move goods that are illegal, hazardous, unstable, or prohibited by law, including but not limited to explosives, firearms, flammable materials, corrosive chemicals, live animals, and uncontrolled waste. If such items are discovered, we may refuse to move them and may stop the service if continuing would create a risk.

We may use subcontractors or partner carriers to fulfil part or all of the service where necessary. Any such arrangement will not affect these terms. We remain responsible only to the extent required by law and by the service we have agreed to provide. Time estimates are approximate unless we have expressly agreed a fixed delivery window in writing.

We will take reasonable care when handling your belongings, property, and access points. However, removals involve movement of bulky and fragile items, and some risk of damage can exist even where reasonable care is taken. Our liability is limited to loss or damage caused by our negligence, breach of contract, or failure to act with reasonable skill and care, subject to the exclusions and limits set out in these terms and any mandatory rights you may have under law.

We are not responsible for pre-existing damage, wear and tear, hidden defects, insufficient packing by the customer, or damage caused by items that were fragile, unstable, or improperly secured before collection. If you ask us to move items that are dismantled, inadequately wrapped, or packed by you, you accept the increased risk unless we have expressly agreed to assume responsibility for that aspect of the job.

Where loss or damage occurs, you must notify us as soon as reasonably practicable and in any event within a reasonable time after completion or delivery. You should keep the affected items, packaging, and any evidence available for inspection. We may require photographs, proof of ownership, proof of value, or other reasonable information to assess any claim. Failure to cooperate may affect our ability to investigate and resolve the matter.

Our total liability for any single claim or series of related claims arising from the same event will be limited to the amount paid, or to be paid, for the specific service giving rise to the claim, unless a higher amount is required by law. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

We are not liable for loss of profits, loss of business, loss of opportunity, indirect loss, consequential loss, or emotional distress arising from the service, except where such liability cannot legally be excluded. Nothing in these terms affects your statutory rights as a consumer where they apply. Any insurance or valuation option, if offered, will be subject to its own terms and conditions.

If you choose to transport items of exceptional value, sentimental significance, or special fragility, you should tell us before booking and consider whether separate insurance or specialist handling is required. We may decline to carry items where the risk is too high or where the item requires specialist moving methods beyond the scope of the agreed service.

If the service includes the removal, disposal, recycling, or clearance of unwanted items, both parties must comply with applicable UK waste regulations. We will only handle waste in accordance with lawful carriage and disposal requirements, and we may require you to identify any items that should be treated as waste before collection. Waste transfer notes or similar records may be prepared where required by law.

You must not place prohibited, hazardous, contaminated, or unlabelled waste into the items we are asked to remove unless this has been explicitly agreed and we have confirmed that lawful handling arrangements are in place. Examples may include paints, oils, batteries, asbestos-containing materials, medical waste, solvents, gas cylinders, and electrical items requiring specialist treatment. If such materials are discovered, we may refuse collection and charge any costs incurred.

Where we are asked to dispose of goods, we may separate reusable items, recyclable materials, and general waste at our discretion, provided this is consistent with the agreement and the law. Any items left for disposal become waste only when both parties intend them to be discarded and the arrangement clearly reflects that purpose. You remain responsible for ensuring that anything you ask us to remove may lawfully be removed and transferred.

Claims, Complaints, and Legal Compliance

If you believe a service has not been carried out properly, you should raise the issue promptly so it can be investigated. We may ask for supporting evidence and will act reasonably in reviewing the circumstances. Any agreed remedy may include repair, replacement, partial refund, or another fair resolution depending on the nature of the issue and the extent of any proven loss.

Both parties must comply with all applicable laws and regulations relevant to the service, including transport rules, health and safety obligations, road access requirements, consumer law, data protection requirements where personal data is handled, and any permit or licensing obligations relating to the property or items being moved. You agree not to request any act that would breach the law or place our staff, contractors, or other road users at risk.

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right shall be treated as a waiver of that right. Any variation to these terms must be agreed in writing by an authorised representative of Stepney Removals.

These removals service terms are governed by the laws of England and Wales. Any dispute, claim, or matter arising out of or in connection with the service or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If you are a consumer, you may also have rights to use alternative dispute resolution or other statutory remedies where applicable.

By confirming a booking with Stepney Removals, you acknowledge that you have read, understood, and accepted these terms and conditions. These provisions form part of the contract between the customer and the company and apply alongside any written quotation, booking confirmation, or lawful variation agreed by both parties. In the event of conflict, the written booking confirmation will prevail only to the extent of the inconsistency.