Terms and Conditions

Tufnell Park Movers Service Terms and Conditions

These Terms and Conditions set out the basis on which Tufnell Park Movers supplies removal, relocation and associated services within our service area. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Client means the individual, business or organisation requesting and paying for the services.

We, Us, Our means Tufnell Park Movers, the provider of removal and associated services.

Services means removal, packing, loading, transport, unloading, unpacking, storage or any other related services that we agree to provide.

Service Area means the usual geographic area in which we operate and accept bookings, generally within and around London and other UK locations as agreed.

Agreement means the contract formed between you and us comprising these Terms and Conditions together with any written quotation or confirmation we issue.

2. Scope of Services

We provide household and business removals, local and regional moves, packing and unpacking, loading and unloading, and other related services as agreed in writing. The specific scope, date, times, addresses and any special requirements will be set out in your booking confirmation or quotation.

Any services not expressly included in the quotation or booking confirmation will be treated as additional services and may incur extra charges. We reserve the right to reasonably refuse to undertake any work that we consider unsafe, unlawful or outside our normal service offering.

3. Booking Process

3.1 Enquiries and quotations

You may request a quotation by providing details of your property, access, items to be moved, and your preferred dates. Quotations are based on the information you supply and are subject to change if that information is inaccurate or incomplete.

3.2 Accuracy of information

You are responsible for ensuring that all information given to us is accurate, including addresses, parking conditions, access restrictions, property size, inventory, and any special handling requirements. Significant differences between the information provided and the actual conditions may result in additional charges, delays or, in serious cases, cancellation of the service.

3.3 Confirmation of booking

Your booking is confirmed only when we issue written confirmation, which may be in the form of a quotation acceptance, invoice, or booking confirmation document. We reserve the right to decline any booking request at our discretion.

3.4 Changes to booking

Any changes to dates, times, addresses, inventory, or services required must be notified to us as soon as possible and are subject to availability. We may adjust the price to reflect any changes to your booking.

4. Access, Parking and Client Obligations

You are responsible for ensuring that there is suitable access and parking at both the collection and delivery addresses. This includes obtaining any necessary parking permits or authorisations from local authorities, and informing us of any access issues such as narrow roads, height restrictions, stair-only access, restricted loading times, or internal obstacles.

If adequate parking cannot be arranged, or if access is significantly more difficult than advised, we may charge additional fees to cover extra time, equipment or staffing required. In extreme circumstances, we may be unable to complete the move and will not be liable for any resulting loss.

You must ensure that you or an authorised representative is present during collection and delivery to confirm instructions, identify items, and sign relevant documentation. If no one is present, we will proceed on a best-effort basis and will not be responsible for errors in placement or items left behind.

5. Packing and Preparation

Unless expressly agreed as part of our services, you are responsible for packing your belongings securely and appropriately before the crew arrives. Fragile items must be packed carefully and clearly labelled. We accept no liability for damage to items that were inadequately packed by you or a third party.

If you have booked a packing service, you must provide accurate information about the volume and nature of items. We may refuse to pack items that are unsafe, prohibited, or not suitable for normal transport.

All appliances must be properly disconnected, defrosted, drained and prepared for transport in line with manufacturer instructions. We will not disconnect or reconnect appliances such as cookers, washing machines or dishwashers unless explicitly agreed and subject to any limitations stated by us.

6. Prohibited and Restricted Items

We do not carry hazardous, illegal or unsafe items, including but not limited to explosives, flammable substances, gas cylinders, corrosives, perishable goods, live animals, plants, or items prohibited under applicable law or regulations.

You must not include in your consignment any items of exceptional value such as money, jewellery, watches, precious metals, securities, important documents, artworks of high value, or collections, unless we have agreed in writing and any additional charges or insurance have been arranged.

If we discover prohibited items, we may remove or decline to transport them and may notify the relevant authorities where required. You will be responsible for any costs, loss or damage arising from your breach of this clause.

7. Payments and Charges

7.1 Pricing basis

Our charges are based on factors including distance, volume or number of items, access conditions, number of crew required, and any additional services. Prices are set out in your quotation or booking confirmation and may be subject to VAT or other applicable taxes.

7.2 Deposits and advance payments

We may require a deposit or full advance payment to secure your booking. The amount and due date will be specified in your booking confirmation. We are not obliged to hold or honour a date if the required payment has not been received by the due date.

7.3 Payment methods

We accept the payment methods notified to you at the time of booking. Payment must be made in the currency stated on the invoice, on or before the due date indicated.

7.4 Balance payments

Unless otherwise agreed in writing, any outstanding balance is payable at or before completion of the service on the moving day. We reserve the right to withhold delivery of goods or to suspend services if payment is not made when due.

7.5 Late or non-payment

If you fail to make payment when due, we may charge interest on overdue amounts at the statutory rate permitted under UK law and recover any reasonable costs incurred in pursuing payment. We may also refuse to carry out any future services for you until all sums have been settled.

8. Cancellations and Postponements

8.1 Cancellation by the client

If you need to cancel your booking, you must notify us as soon as possible. Our cancellation charges will depend on the notice given:

More than 7 days before the scheduled service date: deposit or prepayment may be refundable subject to our discretion and any non-recoverable costs.

Between 2 and 7 days before the scheduled service date: up to 50 percent of the agreed service fee may be charged.

Less than 48 hours before the scheduled service date or on the day of service: up to 100 percent of the agreed service fee may be charged.

8.2 Postponement

Requests to change the date or time of your booking are subject to availability. If you postpone within 7 days of the original date, this may be treated as a cancellation and rebooking, and charges may apply.

8.3 Cancellation by us

We may cancel or suspend the services if you fail to pay any sum when due, if you are in serious breach of these Terms and Conditions, if providing the service would be unsafe or unlawful, or due to events beyond our reasonable control such as severe weather, road closures, accidents, vehicle breakdown, or industrial action. In such cases, we will aim to reschedule where possible, but will not be liable for consequential loss.

9. Delays and Service Times

We will use reasonable efforts to adhere to agreed arrival and completion times, but these times are estimates only and not guaranteed. External factors such as traffic, road restrictions, accidents, weather conditions, or delays at your property may affect timings.

We are not liable for any loss, cost or inconvenience arising from delays outside our reasonable control. Where delays can be reasonably attributed to the client, we may charge extra on a time basis to cover additional labour and vehicle use.

10. Liability and Limits of Responsibility

10.1 Duty of care

We will exercise reasonable care and skill in providing the services and handling your goods. However, no removal service can guarantee that loss or damage will never occur.

10.2 Exclusions of liability

We are not liable for:

Normal wear and tear, minor scuffs or scratches occurring during handling or transit where reasonable care has been taken.

Damage to items that were already defective, poorly assembled, structurally weak, or not suitable for transport.

Loss or damage resulting from inadequate packing by you or a third party, including items packed in unsuitable containers.

Loss of data, software, or digital content on computers, devices, drives or other media.

Loss or damage arising from your failure to protect or insure items of high value, or from inclusion of prohibited items.

10.3 Liability cap

Unless a higher limit is expressly agreed in writing, our total liability for loss of or damage to your goods arising from our negligence shall be limited to a reasonable amount based on the value of the goods moved, subject to a monetary cap which will ordinarily be set out in your quotation or booking confirmation.

10.4 Indirect loss

We are not liable for indirect or consequential loss, including loss of income, profit, business, opportunity, or enjoyment, arising out of or in connection with the services, whether in contract, tort or otherwise.

10.5 Claims

Any visible loss or damage must be reported to our crew at the time of occurrence or as soon as reasonably possible, and confirmed in writing within a reasonable period after completion of the service. You must allow us a reasonable opportunity to inspect and, where appropriate, repair or replace any damaged item.

11. Client Responsibilities for Property Protection

You are responsible for protecting floors, walls, fixtures and fittings at your premises unless we have specifically agreed to provide protective coverings. We will exercise reasonable care when moving items through your property, but are not responsible for minor cosmetic marks or scuffs to surfaces that are reasonably incidental to moving large or heavy items in confined spaces.

12. Waste Regulations and Disposal

We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal service and will only remove items agreed as part of our services.

If we agree to remove unwanted furniture, packaging or other materials, you confirm that you have the right to dispose of those items. We will handle such items in a lawful manner, which may include reuse, recycling or disposal via authorised facilities.

We will not take hazardous or regulated waste such as chemicals, paint, oils, asbestos, medical waste, or electrical items that require special treatment unless expressly agreed and properly arranged. Attempting to pass such items to us without prior agreement is a breach of these Terms and Conditions, and you will be responsible for any resulting costs, fines or penalties.

13. Insurance

We maintain appropriate liability cover for our business operations in line with industry practice. This may not replace the need for you to arrange your own insurance for high-value or particularly fragile items.

You are encouraged to check your home or business insurance policies and, where appropriate, arrange additional cover for your belongings during removal and transit.

14. Complaints and Dispute Resolution

If you are unhappy with any aspect of our services, you should raise the issue with the crew on the day where possible so that we have the opportunity to address it immediately. If the matter is not resolved, you should submit a written complaint with full details of your concerns and any supporting evidence.

We will review your complaint and respond within a reasonable timeframe. We may request further information or evidence, and may propose remedial action where appropriate. Both parties agree to act reasonably and in good faith in trying to resolve any disputes arising out of the Agreement.

15. Events Beyond Our Control

We are not liable for any failure or delay in performing our obligations where such failure or delay results from events or circumstances beyond our reasonable control. These may include, but are not limited to, extreme weather, natural disasters, fire, flood, accident, road closure, mechanical failure, war, terrorism, civil disturbance, strikes, or governmental action.

Where an event beyond our control occurs, we will take reasonable steps to notify you and to minimise disruption, which may include rescheduling the service. If performance is significantly affected, either party may terminate the Agreement without further liability, save for payments due for services already provided.

16. Personal Data

We collect and process personal data such as names, addresses and contact details solely for the purpose of managing enquiries, quotations, bookings and service delivery. We will handle your information in accordance with applicable data protection laws and take reasonable steps to keep it secure.

We may retain records of your booking and associated communications for a reasonable period for administrative, legal or insurance purposes.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the services we provide.

18. General Provisions

18.1 Entire agreement

These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between you and us regarding the services and supersede any prior discussions or correspondence.

18.2 Variation

Any variation to these Terms and Conditions must be agreed in writing by an authorised representative of Tufnell Park Movers. Verbal assurances or changes are not binding unless confirmed in writing.

18.3 Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

18.4 Assignment

You may not assign or transfer your rights or obligations under this Agreement without our prior written consent. We may assign or subcontract our rights and obligations, provided that we remain responsible for the proper performance of the services.

By proceeding with a booking or allowing our crew to commence work, you confirm that you have read, understood and agree to these Terms and Conditions.