Canarywharf Movers Terms and Conditions

These Terms and Conditions apply to all services provided by Canarywharf Movers and set out the basis on which moving, packing, loading, unloading, storage support, furniture handling, and associated services are delivered. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. In these terms, references to “we”, “us”, and “our” mean Canarywharf Movers, and references to “you” or “the customer” mean the person, company, or organisation placing the booking. These terms are intended to be clear and practical, while protecting both parties and supporting a professional removal service.

1. Booking Process

1.1 Requests and quotations

All bookings begin with a request for services and, where required, a quotation based on the information provided by the customer. The quote may be based on property size, volume, access conditions, distance, number of operatives, vehicle type, lifting requirements, and any special handling needs. A quotation from Canarywharf Movers is usually based on the details supplied at the time of enquiry and may be revised if the actual job differs from the description provided. Customers should ensure that all relevant information is accurate and complete, including stair access, lift availability, parking restrictions, item weight, fragile goods, and any time constraints.

A booking is only confirmed once we have accepted the job and the customer has agreed the quotation, service scope, date, and any applicable deposit or advance payment. We may request proof of identity, address details, or other information where appropriate for scheduling, security, or insurance purposes. If the customer is acting on behalf of another person, they warrant that they have authority to do so. We reserve the right to refuse or cancel any booking if the service requested is unsuitable, unsafe, unlawful, or beyond our operational capacity.

1.2 Changes to a booking

Amendments by the customer

Any changes to date, time, service type, inventory, or collection/delivery addresses should be notified as early as possible. We will use reasonable efforts to accommodate amendments, but changes may affect pricing, staffing, vehicle allocation, and completion times. Additional charges may apply where the revised job requires more labour, more time, or different equipment. A request to increase the scope of work does not oblige us to provide the additional service unless we confirm acceptance of the revised arrangement.

We may also need to adjust a booking if there are weather issues, road closures, parking restrictions, building access limitations, or other circumstances outside our control. In those cases, we will communicate the revised arrangement as soon as reasonably practicable. Any time estimate provided is approximate unless we expressly agree otherwise in writing.

2. Payments

Unless otherwise agreed in writing, payment terms are as stated on the quotation or invoice. For many jobs, a deposit may be required to secure the booking. The balance must be paid in full by the agreed due date, which may be before work begins, upon completion, or within a stated credit period for approved business customers. We accept payment by the methods we specify at the time of booking, and we may withhold commencement or release of goods until cleared funds are received where payment is due in advance.

If the service duration exceeds the original estimate due to circumstances attributable to the customer or the property, additional time may be charged at the applicable hourly or fixed rate. Examples include incomplete access arrangements, incorrect item descriptions, waiting time, delays in obtaining keys, changes to the load, or extended parking/traffic interruptions caused by factors outside our control. Any extra charges will be calculated fairly and in line with the agreed price structure.

2.1 Late payment and non-payment

If an invoice is not paid on time, we may charge reasonable late payment interest and recovery costs where permitted by law. We may also suspend services, cancel future bookings, or retain goods where lawful until outstanding balances are settled. In the event of non-payment, the customer will remain responsible for all sums due, including any administrative costs incurred in pursuing payment. For business customers, the statutory rights available under the Late Payment of Commercial Debts legislation may apply where relevant.

3. Cancellations and postponements

Customer cancellations

If you wish to cancel or postpone a booking, you should notify us as soon as possible. Cancellation charges may apply depending on notice given, the level of planning already completed, whether vehicles or staff have been allocated, and whether any third-party costs have been incurred. Where a deposit has been taken, it may be retained in part or in full to cover administrative and preparatory expenses, unless a different arrangement has been agreed. If cancellation occurs after our team has already departed or begun work, the customer may be charged for travel time, labour, waiting time, or other reasonable costs.

3.1 Our right to cancel or refuse service

Canarywharf Movers may cancel, pause, or refuse to perform services where necessary for safety, legality, non-payment, or operational reasons. This may include situations where items are misdescribed, access is unsafe, the customer fails to obtain required permissions, or behaviour at the property is abusive or threatening. We may also refuse to handle items that are prohibited, dangerous, unhygienic, infested, or materially different from the information supplied during booking. Where we cancel due to our own fault, we will refund any advance payment for services not provided, subject to any lawful deductions for work already completed.

4. Customer Responsibilities

The customer must ensure that the property is reasonably prepared for the service and that we are informed of all matters that may affect performance. This includes access routes, lifting restrictions, disassembly needs, fragile or high-value goods, and any items requiring special handling. The customer is responsible for securing adequate permissions from landlords, building managers, neighbours, or local authorities where needed for access or parking. We are not responsible for delays caused by missing keys, incorrect addresses, or inadequate preparation by the customer.

4.1 Prohibited and restricted items

We do not transport items that are illegal, hazardous, explosive, corrosive, toxic, or otherwise unsuitable for removal work, unless we expressly agree in advance and the service is lawful. This includes, without limitation, unauthorised drugs, firearms, ammunition, asbestos, pressurised containers, biohazards, and any goods that require specialist licensing beyond our ordinary service scope. If such items are discovered during the job, we may suspend work and charge for time already spent. The customer remains responsible for ensuring that all goods presented for movement are lawful and safe.

5. Liability and Insurance

5.1 Standard of care

We will carry out our services with reasonable skill and care. However, removal work inherently involves handling heavy, fragile, valuable, and awkward items in varied environments, and certain risks cannot be eliminated. Our liability is limited to loss or damage caused by our proven negligence or breach of contract, subject to the exclusions and limitations set out in these terms. We are not liable for damage resulting from pre-existing defects, ordinary wear and tear, unsuitable packing by the customer, or goods that are structurally weak, unstable, or improperly assembled.

Where the customer packs items themselves, they accept responsibility for the adequacy of that packing unless we have expressly agreed to pack or repack those goods. We are not responsible for damage to items whose condition makes them vulnerable to movement, including loose fittings, old furniture, detached legs, fragile artwork, or electronics that are not properly prepared. Customers should notify us in advance of any item of unusual value or fragility so that suitable precautions can be considered.

5.2 Liability limits

To the fullest extent permitted by law, our total liability for any claim arising out of or in connection with the services shall be limited to the value of the relevant job or, where applicable, the amount recoverable under our insurance policy, whichever is lower. We shall not be liable for indirect, consequential, or economic losses, including loss of profit, loss of business, loss of opportunity, or loss arising from delay, except where such exclusion is prohibited by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

5.3 Claims procedure

If the customer believes damage or loss has occurred, they must notify us promptly and provide reasonable details, including photographs where possible, so that the matter can be assessed. Failure to report the issue within a reasonable time may prejudice our ability to investigate and may affect any claim. We may require access to the item, supporting evidence of value or condition, and an opportunity to inspect packaging or the location where the issue occurred. Any agreed compensation will reflect the actual loss established and any policy or contractual limits that apply.

6. Waste Regulations and Disposal

Canarywharf Movers may provide waste removal, clearances, and disposal-related support only where lawfully arranged and clearly stated in the booking. The customer must disclose the type and approximate quantity of waste in advance. We will not remove waste that is hazardous, clinical, contaminated, asbestos-containing, or otherwise subject to specialist legal controls unless specifically agreed and permitted by law. Waste handling will be carried out in accordance with applicable UK waste rules, including duty of care obligations, and the customer must not request unlawful disposal methods.

Where waste is collected, the customer confirms that they have the legal right to dispose of the items and that the waste is not stolen, dangerous, or otherwise restricted. If necessary, we may separate recyclable, reusable, and non-recyclable materials in line with lawful disposal requirements. Any duty transfer notes, receipts, or records required by law may be completed by us or by authorised third parties. The customer is responsible for accurate information about the waste and for any fines, penalties, or claims arising from false declarations.

6.1 Environmental handling

We aim to minimise environmental impact by using lawful disposal routes, avoiding unnecessary contamination, and supporting recycling where practicable. However, we do not guarantee that all items will be recycled or repurposed, as final treatment depends on the nature of the waste and the facilities available. Any request to dispose of items from a commercial premises, renovation project, or property clearance must be fully disclosed at booking, as different handling obligations may apply. We reserve the right to decline waste jobs that cannot be completed safely or legally.

7. Delays, Force Majeure and Access Issues

We are not responsible for failure or delay in performing our obligations where the cause is beyond our reasonable control. This includes severe weather, traffic disruption, road accidents, strikes, fire, flood, power failure, civil disturbance, government restrictions, pandemics, or building access problems not caused by us. If a force majeure event occurs, we will try to rearrange the service or complete it once conditions permit. Any additional costs arising from such events may be charged where lawful and reasonable.

Access issues that prevent or slow completion may result in waiting charges, partial completion charges, or rescheduling fees. If we are unable to access the property or deliver items because of inaccurate information or missing permissions, the job may be treated as cancelled by the customer and charged accordingly.

8. Goods Left in Transit or Storage-Related Situations

Where goods are held temporarily in transit, awaiting delivery, or stored as part of the service arrangement, the customer must ensure that all items are properly labelled and that any special instructions are provided in writing. We are entitled to rely on the details supplied by the customer. If goods are uncollected, undeliverable, or refused without valid reason, we may charge reasonable storage, redelivery, or return costs. Any storage-related arrangement will be subject to the terms confirmed at the time of booking and any additional conditions that apply to third-party facilities.

9. Personal Data

We process personal data only as necessary to manage bookings, invoices, service delivery, risk control, and legal compliance. Any information supplied by the customer will be handled in line with applicable data protection law. We may retain records for accounting, insurance, and contractual purposes for the period required by law or reasonably necessary for business administration. The customer should ensure that any personal data provided about third parties is shared lawfully.

10. Governing Law

The contract between the customer and Canarywharf Movers, and any dispute or claim arising from it, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory law provides otherwise. If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force. No waiver of any term shall be effective unless agreed in writing, and any failure to enforce a right on one occasion shall not prevent later enforcement of that right.

These terms form the entire agreement between the parties in relation to the relevant service, unless amended in writing by Canarywharf Movers. In the event of inconsistency between these terms and a specific written quotation or service order, the written quotation or order shall prevail to the extent of the inconsistency. By continuing with the booking, the customer confirms that they have read, understood, and agreed to these Terms and Conditions, which are designed to support a fair, lawful, and reliable moving service.