Europe Removal & Storage Ltd Terms and Conditions
Professional Removals Booking Terms — clear, fair and tailored to your moving and storage service.
Removals Booking Terms and Conditions
These Removals Booking Terms and Conditions explain the booking, payment, cancellation, packing, storage, liability and customer responsibility rules for services provided by Europe Removal & Storage Ltd.
By confirming a booking with Europe Removal & Storage Ltd, the customer agrees to these terms for removal, packing, loading, unloading, storage and delivery services. Please read this page carefully before booking your move. If you have any questions, contact our team before confirming your removal service
Scope of Removal Services
Our removal service includes loading and unloading, including room-to-room service where access is safe, suitable and practical.
Europe Removal & Storage Ltd may provide house removals, flat removals, office removals, packing services, storage support, delivery services and UK or European moving services, depending on the service agreed at the time of booking.
Lawful Use and Customer Conduct
You agree to use Europe Removal & Storage Ltd services only for lawful purposes.
Prohibited behaviour includes harassment, threatening behaviour, causing distress, physical abuse, verbal abuse or any conduct that places our staff, vehicles, equipment or other customers at risk.
Europe Removal & Storage Ltd reserves the right to refuse, pause or stop the service at any time if our staff are subjected to physical abuse, verbal abuse, harassment, unsafe conditions or unlawful activity.
Accurate Moving Information
Customers must provide accurate information before the move, including:
- Collection address
- Delivery address
- Property type and size
- Access details
- Parking arrangements
- Number of items
- Large or heavy items
- Fragile or specialist items
- Parking arrangements
- Number of items
- Large or heavy items
- Fragile or specialist items
If the list of items exceeds the information provided before moving day, additional charges may apply.
Extra Items and Additional Charges
Any items that were not included in the information provided by the customer, or not shown during the survey, may result in a surcharge added to the total price.
The additional charge may be decided by the Operations Manager or removal team leader on site, depending on the additional labour, time, space, vehicle capacity and handling required.
Extra furniture items may be charged at £20.00 each. Extra boxes may be charged at £10.00 each. This may not apply to customers where a post-visit or full survey has already been completed and agreed in writing.
Standard box allowance may include:
- 1 bedroom property: up to 10 boxes
- 2 bedroom property: up to 20 boxes
- 3 bedroom property: up to 50 boxes
- 4 bedroom property: up to 70 boxes
After the agreed box allowance, additional boxes may be charged at £3.90 per box. Hanging wardrobe boxes are not included in standard packing materials unless agreed separately.
All boxes included within the agreed price must be collected by the company within one month unless otherwise agreed in writing.
Extra Truck, Additional Trip or Extra Labour
If an extra truck, additional trip, extra staff or extra time is required during the move, additional charges may apply.
Where an additional truck or additional trip is required, the additional charge may be up to 70% of the total job amount for each additional truck or trip, depending on the circumstances and work required.
Customer Presence on Moving Day
Customers must make sure that a responsible person is present during both collection and delivery of belongings.
The person present must be able to:
- Confirm the items being moved
- Provide access to the property
- Answer questions from the removal team
- Confirm delivery rooms or locations
- Check that no belongings are left behind
- Confirm completion of the move where required
It is the customer’s responsibility to check whether any belongings have been left in the truck after unloading.
Parking, Access, ULEZ and Congestion Charges
Customers are responsible for arranging suitable parking spaces near both the collection and delivery properties.
The customer is responsible for paying any parking tickets, parking meter charges, parking suspension charges, ULEZ charges, congestion charges or other access-related charges incurred during the move, unless otherwise agreed in writing.
If poor access, parking restrictions, stairs, narrow doorways, long walking distances, lifts, height restrictions or other access issues cause extra time or extra labour, additional charges may apply.
Waiting Time Charges
Waiting charges of £80.00 per hour for each removal truck may apply if the removal team waits for more than 30 minutes due to circumstances outside the company’s control.
Payment Before Unloading
You must pay all agreed payment before unloading.
If you fail to pay before unloading, your belongings will be moved to our storage, where storage costs will be applied.
Ownership of Goods
You guarantee that goods submitted for removal and/or storage are your own property, or that you have the legal right to deal on behalf of the owner of the goods.
Customer Duties and Additional Costs
We will not be liable for any damage or costs caused due to your failure to discharge the above duties.
If your list of items exceeds what has been provided on moving day, charges will apply.
Please ensure that nothing is left behind after the removal and/or nothing is taken away by error.
Other than by reason of our negligence or breach of contract, we will not be liable for any loss, damage, costs or additional charges that may arise from failure to discharge these responsibilities.
Release Charge from Warehouse or Storage
If you collect some or all of the goods from our warehouse, or hire a different company to collect your belongings, a release charge will be applied to hand over your belongings.
The release charge will be 35% of the total job amount.
Use of Customer Information
Europe Removal has the right to record and use information provided by you, or by someone acting on your behalf, internally for administrative purposes.
We have no right to exchange any of your information with anyone outside the organisation, excluding insurance providers when dealing with insurance claims on your behalf.
We also reserve the right to disclose your signed declaration form to our potential customers.
Inventory List and Insurance Claims
If the customer fills the inventory list provided along with the booking confirmation, then the customer has the right to claim for insurance.
If the customer does not fill the inventory list, then the customer does not have the right to claim for insurance.
Staff Breaks
Staff are permitted to take breaks for tea, lunch, drinks, refreshments or smoking.
Deposits and Cancellation
Deposits paid towards booking a job are non-refundable in case of job cancellation.
After booking confirmation, a booking can only be cancelled within 3 hours. Otherwise, the job/booking cannot be cancelled.
If any job is cancelled after 3 hours, you need to pay 100% cancellation charges.
The cooling-off period will not apply on this contract as it is a short-term contract for 1 or 2 days of services.
Vehicle Availability and Delays
Due to uncertain circumstances, including breakdown or accident, if we are unable to provide the vehicle promised during the survey or booking confirmation, we will try our best to send another vehicle or hire a truck from a different firm.
Job arrival times are estimated. Although we do our best to be on time, circumstances outside our control may cause delays.
Failure to Deliver Goods
If, through no fault of ours, we are unable to deliver your goods, we will take them into storage.
The agreement will then be fulfilled, and any additional services, including storage and delivery, will be at your expense.
Right to Withhold or Dispose of Goods
We shall have the right to withhold or ultimately dispose of all goods until the amount has been paid and any other payments due under this or any other agreement have been paid.
These include any charges that we have paid out on your behalf.
While we hold the goods, you will be liable to pay all storage charges and other costs incurred by our withholding your goods, and these terms and conditions shall continue to apply.
Late Storage Payment
If storage payment is late, a penalty charge of £20.00 per day will be made applicable.
Subcontracting
We reserve the right to subcontract some or all of the work.
- Stolen goods
- Other prohibited goods
- Pornography
- Drugs
- Potentially dangerous items
- Explosive items
- Gas bottles
- Ammunition
- Aerosols
- Drugs
- Any type of liquid
- Liquor
Fire or Explosion
We will not be liable for loss of or damage to your goods because of fire or explosion, howsoever that fire or explosion was caused, unless we have been negligent or in breach of contract.
High-Value and Personal Items
The following items should not be included in normal removal goods unless agreed:
- Expensive jewellery
- Watches
- Stones
- Other metals
- Money
- Deeds
- Personal identification documents
- ID cards
- Passports
- Visas
- Money
- Similar important documents
Liability for Damage During Transportation
We are liable to compensate you for damage caused to your goods during transportation.
The amount of our liability to you in the event of damage to your goods is subject to a maximum liability of £60,000.00.
Property Design and Access Issues
We do not accept responsibility for damage caused due to the design of the property, including height, length and width restrictions affecting any large item being moved in or out.
Customers need to let the company know if there will be any complication at the moving-from or moving-to property, such as:
- Narrow stairs
- Moving belongings from the loft
- Door size restrictions
- Access restrictions
- Other property access complications
This is applicable where a survey has not been conducted.
Customer Packing
If packing is done by the customer, the company will not be liable for any damages.
We do not accept liability for damage caused to fragile items and scratched surfaces in cases where owner packing took place, except in situations where damage would have occurred irrespective of the quality of packing and wrapping.
Insurance Excess
You are liable to pay the first £250.00 to get access to be paid for your damaged goods.
This figure is provided by our insurance provider and is beyond our control.
Moving Against Advice
If you instruct us to move or store your goods in a manner that is likely to cause damage, and it is against our verbal or written advice expressed to you, we will not be liable for any damage caused.
Damage Reporting and Claims
Any damage caused to your goods must be presented to our removal team on the day of the move.
Alternatively, you can make a complaint within 7 days of your move.
Anything received after 7 days will not be accepted.
All claims need to be made through the claims department by email:
Electrical Items
We are not liable for any damage caused to electrical items, PCs or TVs unless there is evidence of external damage.
Customer Helping with the Move
If the customer helps with the move, we will not be liable for any damages caused.
Denting, Chipping and Scratching
Denting, chipping and scratching caused while or during the move will not be covered.
Minor damage to goods or property will not be paid unless insured.
Transit Delays
We are not liable for delays in transit, except in circumstances caused due to our negligence or breach of contract.
Final Customer Check
It is the customer’s responsibility to check whether any of their belongings have been left in the truck after unloading.
The customer needs to declare the value of their belongings prior to the move.
Removals Booking Terms and Conditions
These Removals Booking Terms explain the booking, payment, cancellation, storage, packing, liability and customer responsibility rules for Europe Removal & Storage Ltd.
By accepting a Europe Removal offer for removal service, you enter into The Contract for Removal Service. These Removals Booking Terms apply to all agreed removal, packing, loading, unloading, storage and delivery services.
Removals Booking Terms for Loading and Unloading
Removal service includes loading and unloading service, including room-to-room service.
Removals Booking Terms for Extra Items and Boxes
Any items that were not included in the information provided by the client, or not shown during the survey, will result in a surcharge added on top of the total price
Removals Booking Terms for Customer Responsibilities
Customers must make sure that someone is present during collection and delivery of their belongings.
Removals Booking Terms for Payment and Storage
Any items that were not included in the information provided by the client, or not shown during the survey, will result in a surcharge added on top of the total price
Removals Booking Terms for Extra Items and Boxes
Any items that were not included in the information provided by the client, or not shown during the survey, will result in a surcharge added on top of the total price
Removals Booking Terms: Rights to Terminate the Contract
- Any job Postpone 5 days before the move will incur a fine equal to 80% of the total removal cost.
- We accept debit/credit card payment, online transfer (5 days in advance), or Cash on the day before
unloading your belongings. - I agree to be bounded by these terms and conditions.
- Date
- Signature
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Frequently Asked Questions About Removals Booking Terms
What are Removals Booking Terms?
Removals Booking Terms are the rules customers agree to when booking a removal, packing, storage or delivery service with Europe Removal & Storage Ltd. These terms explain booking confirmation, payments, cancellation charges, customer responsibilities, storage costs and liability conditions.
When do I need to pay for my removal service?
Under our Removals Booking Terms, all agreed payments must be paid before unloading. If payment is not completed before unloading, your belongings may be moved to storage and storage charges may apply.
Can I cancel my removal booking?
Yes, but cancellation rules apply. After booking confirmation, a booking can only be cancelled within the allowed cancellation period stated in the company terms. Deposits paid toward a booking are non-refundable if the job is cancelled.
What happens if I have extra items on moving day?
If extra furniture, boxes or items are not included in the original information or survey, additional charges may apply. These Removals Booking Terms help ensure the moving team has the correct vehicle, staff and time planned for your move.
Who is responsible for parking, ULEZ and congestion charges?
The customer is responsible for arranging suitable parking and paying any parking suspension, parking tickets, ULEZ or congestion charges incurred during the move. Clear access helps the removal team complete the service safely and on time.
What items are not accepted for removals or storage?
Europe Removal & Storage Ltd does not accept stolen goods, prohibited items, dangerous or explosive items, gas bottles, ammunition, aerosols, liquids, drugs, liquor, valuable documents, passports, jewellery, money or similar high-value personal items for removals or storage.