Hampton Removals Service Terms and Conditions
These Hampton Removals service terms and conditions set out the basis on which we provide our moving and related services to customers in the UK. By booking with us, you agree to these terms, which are designed to create a clear and fair arrangement for both parties. They apply to domestic and commercial removals, packing support, loading and unloading, furniture handling, and any agreed additional services supplied as part of a removal project. For the avoidance of doubt, the exact scope of the work will depend on the booking confirmation, the inventory provided by the customer, and any agreed written amendments made before the move date.
In these terms, references to we, us, and our mean Hampton Removals. References to you and your mean the customer receiving the service. These terms are intended to support a professional removals service and should be read together with any written quotation, booking confirmation, survey notes, or service schedule. If there is any conflict between these terms and a signed written agreement, the signed agreement will normally take priority to the extent of that conflict.
These conditions apply to the extent permitted by law and do not affect any rights you may have as a consumer under UK law. Nothing in these terms is intended to exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.
Booking process begins when you request a quotation or reserve a date for your move. We may provide an estimate based on the information you give us, including property type, access details, number and type of items, packing requirements, and any special handling needs. Where appropriate, we may ask for a survey, inventory, or additional details before confirming the final price or service level. A quotation is usually based on the information available at the time and may change if the actual job differs from the description provided.
A booking becomes binding only when we confirm it in writing and, where required, receive any deposit or advance payment requested. Please check the booking confirmation carefully. You are responsible for ensuring that all information supplied is accurate and complete, including addresses, parking arrangements, access restrictions, lift availability, stairs, and any items requiring dismantling, wrapping, or specialist handling. If any of these details change before the move, you must tell us as soon as possible so we can assess whether the schedule, pricing, or equipment needs to be adjusted.
We reserve the right to refuse or amend a booking if the work requested is unsafe, unlawful, beyond our available capacity, or materially different from the description provided. This may include situations where access is unsafe, the items exceed reasonable weight or size limits, the schedule is unrealistic, or the customer has not disclosed a material risk. Where possible, we will discuss options to continue the removal service with revised arrangements, but we are not obliged to proceed on the original terms if doing so would be impractical or unsafe.
Payments must be made in accordance with the agreed quotation or invoice. Unless stated otherwise in writing, deposits are non-refundable except where we cancel the service or are unable to perform it due to our own fault. The remaining balance is normally due on completion of the work or by the deadline stated on the invoice. We may require payment in advance for certain services, including packing materials, long-distance moves, storage-related arrangements, or jobs involving third-party costs.
All prices are quoted in pounds sterling unless otherwise stated. Quotations may be fixed-price or estimated, depending on the level of detail supplied and the type of move. Where an estimate is given, the final charge may vary if the actual work takes longer, requires more staff, involves additional volumes, or includes services not originally booked. If any extra charges apply, they will be based on the rates or conditions set out in the quotation, booking confirmation, or agreed schedule. Examples include waiting time, congestion due to access delays, extra labour, parking penalties, or disposal costs caused by customer instructions.
Late payment may result in interest, administrative charges, or recovery action, to the extent permitted by law. We may also suspend or refuse future services where previous invoices remain unpaid. You agree to pay all reasonable costs incurred by us in recovering overdue amounts, including legal or debt recovery fees where recoverable. If you believe an invoice is incorrect, you should raise the issue promptly and provide supporting information, but this does not automatically remove your obligation to pay any undisputed part of the invoice by the due date.
Cancellations and rescheduling must be made as soon as possible in writing. If you cancel a booked move, cancellation charges may apply depending on how much notice you give and whether costs have already been incurred. This may include costs for staff allocation, vehicle scheduling, fuel, packing materials, or third-party services arranged specifically for your job. Any deposit may be retained in full or in part to cover reasonable administrative and preparatory costs.
If you need to change your move date, we will try to accommodate the request, but we cannot guarantee availability. Any rescheduled date will be subject to our diary, staffing, and operational requirements. If we agree to a change, any revised quotation may reflect changes in seasonal demand, travel time, or service scope. Where a cancellation or rescheduling is due to circumstances beyond your control, please tell us promptly and provide any supporting details you consider relevant. We will act reasonably in assessing any charge or refund due.
We may cancel or suspend a booking if we are unable to deliver the service safely, if you fail to provide the agreed information, if access conditions are materially different from what was disclosed, or if you behave in a way that makes it unreasonable for us to continue. In such cases, you may still be responsible for costs already incurred. If we cancel due to our own operational reasons, we will endeavour to offer an alternative date or refund any amounts paid for undelivered services, subject to the circumstances and applicable law.
Liability is limited to losses directly caused by our negligence or breach of these terms, and only to the extent permitted by law. We will take reasonable care when handling your possessions, but moving goods involves inherent risks, particularly where items are fragile, improperly packed, or unusually heavy. You remain responsible for ensuring that items are packed appropriately unless packing has been included in the service. We are not responsible for damage arising from pre-existing defects, poor packaging, hidden weaknesses, normal wear and tear, or items that were already unstable or damaged before handling.
We are not liable for loss or damage caused by factors outside our reasonable control, including adverse weather, traffic delays, road closures, strikes, civil disruption, accidents caused by third parties, or access problems not caused by us. Where delays occur, we will take reasonable steps to minimise disruption, but time estimates are not guaranteed unless expressly stated otherwise in writing. If you ask us to transport particularly valuable, delicate, sentimental, or irreplaceable items, you should tell us in advance so we can discuss any specialist handling or insurance implications.
To the fullest extent allowed by law, we do not accept responsibility for indirect or consequential losses such as loss of profit, business interruption, missed appointments, or emotional distress arising from a move. Any claim for damage or loss must be reported as soon as reasonably possible and, in any event, within a reasonable time after delivery or the event giving rise to the claim. You should keep all packaging and damaged items available for inspection. Failure to allow inspection may affect our ability to assess the claim.
Customer responsibilities include making sure the premises are accessible, the goods are ready for loading, and any necessary permissions, permits, or parking arrangements are in place before the move begins. You must ensure that items are safe to move and that hazardous, prohibited, or illegal materials are not included in the load unless we have agreed in writing to handle them and such handling is lawful. This includes substances or items that may be flammable, explosive, toxic, corrosive, infectious, or otherwise dangerous.
You are also responsible for disconnecting appliances, removing personal data from devices, securing confidential documents, and preparing any items that require special treatment. Where we agree to assist with dismantling or reassembly, this service is provided with reasonable care but may not restore every item to factory condition, particularly where fittings are worn or incomplete. If you ask us to move items through restricted access, narrow stairways, or difficult internal layouts, you accept that minor marks or scuffs may occur despite reasonable care being taken.
We may decline to move items if, in our judgement, doing so would be unsafe or likely to cause damage. In such cases, we may offer an alternative handling method or leave the item unmoved. Any instruction from you to proceed against our advice is at your own risk, and we may require you to confirm that instruction in writing before doing so. You should also make arrangements to protect floors, walls, and other surfaces where needed, unless such protection is expressly included in the booked service.
Waste regulations apply to any removal service involving disposal, clearance, unwanted items, packing waste, or the collection of materials for lawful disposal. We operate in accordance with applicable UK waste rules and expect customers to comply with their own obligations when discarding items. We will only remove or dispose of waste that we are legally permitted to handle and that has been clearly agreed as part of the service. Where required, waste may be transferred to authorised facilities or handled by properly licensed third parties.
You must not ask us to dispose of waste in an unlawful manner, including fly-tipping, uncontrolled dumping, or disposal in locations that do not accept the relevant material. Certain goods may require specialist treatment and may not be accepted as ordinary waste, such as electrical items, batteries, fluorescent tubes, gas bottles, chemicals, paint, oils, asbestos-related materials, and other regulated or hazardous substances. If such materials are discovered during a removal or clearance, we may refuse to take them, charge an additional fee for lawful handling, or require you to arrange specialist removal.
Where waste transfer documentation, receipts, or proof of lawful disposal are required, we may retain records in line with our legal obligations. Ownership of waste passed to us only to the extent necessary for lawful handling and disposal, and not where the material remains subject to a separate legal restriction or prohibition. You warrant that any waste you ask us to remove is accurately described and that you have the legal right to arrange its removal.
Insurance and claims arrangements may be available, depending on the type of service booked and the level of cover agreed. Any insurance or valuation service is subject to its own terms, exclusions, and limits, which may be separate from these service terms. It is your responsibility to consider whether additional protection is required for high-value goods. Unless otherwise agreed in writing, basic liability will apply only within the limits permitted by law and subject to any applicable exclusions in these terms.
Claims must be supported by evidence where reasonably possible, such as photographs, item descriptions, receipts, repair estimates, or replacement valuations. We may ask to inspect goods, packaging, or the premises before deciding a claim. If an item can be repaired, compensation may be limited to reasonable repair costs rather than replacement value. We may also choose to repair, replace, or compensate in money at our discretion where appropriate and lawful. Any settlement will be final in respect of the claim settled, unless agreed otherwise in writing.
Nothing in these terms limits your statutory rights in relation to services not carried out with reasonable care and skill. However, we do not accept responsibility for defects that arise from incorrect instructions, inaccurate inventories, failure to disclose relevant information, or actions taken by you or a third party after delivery. Any limitation of liability in these terms should be read subject to consumer protection law and any mandatory legal requirements that apply to the service.
General terms include the following: we may subcontract part of the service where necessary, provided we remain responsible for the standard of service we have agreed to deliver; we may update these terms from time to time, but the version that applies to your booking will usually be the one in force when the booking was confirmed; and no waiver by us of any breach will operate as a waiver of any later breach. If any part of these terms is found invalid or unenforceable, the remaining provisions will continue in force.
These terms, together with the written quotation and booking confirmation, form the entire agreement between you and us for the relevant service, unless a separate signed contract states otherwise. You should keep copies of all documents relating to your booking. Any notices under these terms should be made in writing and sent by the method reasonably required for the booking, such as email or another recorded means if agreed. We may assign our rights and obligations where this does not materially affect your rights under the service.
These terms are governed by the laws of England and Wales, and any dispute arising from or in connection with them will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law gives you the right to bring proceedings elsewhere. By booking a service with Hampton Removals, you acknowledge that you have read, understood, and agreed to these conditions as the basis on which our removal services are supplied.