Soho Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Soho Removals provides domestic and commercial moving services, including packing, loading, transportation, unloading, and related optional services. By making a booking, the customer agrees to be bound by these terms, which apply to all quotations, confirmed jobs, and service arrangements unless otherwise agreed in writing. For the purposes of this document, references to we, us, and our mean Soho Removals, and references to you and your mean the customer, whether acting as an individual, business, landlord, tenant, or authorised representative.

These terms are intended to promote clarity, fairness, and lawful operation. They should be read carefully before booking any removal service. If any part of these terms is unclear, the customer should request clarification before the move date. The service may include access to vehicles, labour, packing materials, temporary storage support, or disposal of permitted items, depending on the scope confirmed at booking. Any variation to the agreed service must be recorded and may affect price, timing, and liability.

The phrase Soho removals service in these terms covers standard moving work as well as related logistics agreed in advance. It does not create an obligation to carry out work that is unsafe, unlawful, or outside the booking specification. We reserve the right to refuse any request that would require us to breach transport, environmental, health and safety, or waste handling laws. The customer remains responsible for ensuring that the information provided during booking is accurate and complete.

Booking Process

A booking is only confirmed once we have accepted the request and issued a written confirmation, which may be by email or other recorded method. The customer must provide accurate details about the collection and delivery addresses, access conditions, property type, floor levels, lift availability, parking restrictions, item list, and any special handling requirements. If the customer provides incomplete or misleading information, we may revise the quotation, alter the service plan, or cancel the booking where necessary.

We may offer an estimate or fixed quotation depending on the information supplied. An estimate is based on the circumstances known at the time and may change if the actual job differs from what was described. A fixed quotation applies only to the specific items, dates, service level, and conditions stated in writing. Any additional items, delays, difficult access, waiting time, or extra labour requested on the day may incur additional charges. Customers should ensure that fragile, valuable, or prohibited items are identified before the move begins.

Bookings may require a deposit or pre-authorisation to secure the date. The amount, if any, will be stated at the time of booking. We may decline or postpone a booking if deposits are unpaid, if the requested schedule is unavailable, or if the job appears unsuitable for our vehicles or workforce. The customer must be ready to proceed on the agreed date and time. We will make reasonable efforts to attend as scheduled, but arrival times may be affected by traffic, weather, prior jobs, access issues, or other circumstances beyond our control.

Payments

Unless otherwise agreed, payment is due in full on completion of the service on the day of the move, or in accordance with any invoice terms stated in advance. We may accept payment by bank transfer, card, or other agreed method. Cash payments, if permitted, should be made against a receipt. The customer must ensure that funds are available and that any bank transfer includes the correct reference. We reserve the right to charge interest on overdue sums at the statutory rate, together with reasonable recovery costs where lawful.

All prices are stated exclusive of VAT unless expressly shown otherwise. Where VAT applies, it will be added at the applicable rate. Quotations may include labour, vehicle use, fuel, and standard protective materials if specified, but they do not automatically include parking permits, congestion charges, tolls, storage fees, disposal fees, or specialist equipment unless stated. If our team encounters unforeseen circumstances that materially increase the time or resources required, we may issue an updated charge reflecting the additional work performed. The customer will be informed where reasonably practicable before such charges are incurred.

Failure to pay any undisputed amount on time may result in suspension of current or future services. Title to any supplied materials, if sold separately, remains with us until paid for in full. If a booking is cancelled late, payment may still be due under the cancellation terms below. Any refund that is due will be processed to the original payment method unless otherwise agreed.

Cancellations and Rescheduling

The customer may request cancellation or rescheduling by notifying us as soon as possible. Because removal services involve reserved labour, vehicle allocation, and planning time, cancellation charges may apply. Unless a different arrangement is stated in writing, the following principles apply: cancellations made with sufficient notice may be eligible for a full or partial refund of any deposit, while short-notice cancellations may result in the deposit being retained or a cancellation fee being charged to cover administrative and scheduling costs. The closer the cancellation is to the booked date, the more likely a charge will apply.

If the customer is not present at the agreed time, fails to provide access, or is otherwise unable to proceed, we may treat this as a late cancellation or failed attendance and charge for wasted time, travel, and labour where reasonable. Rescheduling is subject to availability and may require a revised quotation if the new date, volume, or conditions differ from the original booking. We are not responsible for losses arising from cancellation where the reason is outside our control, provided that we act reasonably and in accordance with these terms.

Liability

We will take reasonable care when carrying out a removals service and will aim to protect items, property, and access routes using standard precautions. However, the customer understands that moving possessions involves some inherent risk, particularly when handling heavy, fragile, awkward, or previously damaged items. The customer should notify us of any items requiring special handling, including antiques, glass, artwork, electronics, pianos, or other high-value possessions. Unless a separate written agreement is made, such items are transported at the customer’s risk, subject to the limits set out below.

We are not liable for loss or damage caused by events outside our reasonable control, including but not limited to adverse weather, road closures, traffic incidents, acts of third parties, defective packaging supplied by the customer, hidden structural defects, or inaccurate information given during booking. We are also not responsible for pre-existing damage, wear and tear, or items that were not correctly secured or packed by us or by the customer according to the service scope. Where we accept liability, it will normally be limited to direct loss only and will not extend to indirect or consequential losses, such as loss of profit, business interruption, or sentimental value.

Any claim for loss or damage must be reported promptly and, where possible, before the team leaves the delivery location. The customer should provide reasonable evidence of the issue, including photographs and a description of the item and circumstances. Failure to report an issue in a timely manner may affect our ability to investigate and may reduce or extinguish any claim. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

Where an item is damaged and liability is accepted, our remedy may include repair, replacement, or a monetary settlement up to the fair value of the item, taking account of age, condition, and depreciation. We may request proof of purchase, independent valuation, or other supporting information before agreeing a settlement. Customers are encouraged to maintain suitable insurance for items of high value or special significance. Any insurance arrangement we may offer will be subject to separate policy terms and exclusions.

Waste Regulations and Disposal

If our service includes removal of unwanted items, packaging, or household waste, the customer must ensure that the items are lawful to collect and dispose of. We operate in accordance with applicable UK waste and environmental rules and may only transport, handle, and dispose of waste that we are authorised and equipped to manage. Certain materials, such as hazardous waste, clinical waste, chemicals, asbestos, gas cylinders, paint, oils, batteries, electrical items, and contaminated materials, may require specialist treatment and must not be included unless we have agreed in writing and confirmed lawful handling arrangements.

The customer warrants that any waste presented for removal is accurately described and not mixed with prohibited materials. If items declared as ordinary waste are found to contain restricted or hazardous content, we may refuse collection, isolate the items, or charge additional fees for compliance measures, specialist disposal, or return transport. The customer remains responsible for ensuring that no unlawful waste is handed over to us. Where we arrange disposal, we may use licensed carriers, transfer stations, recycling facilities, or other authorised operators in accordance with the law.

We may ask the customer to separate reusable, recyclable, and non-recyclable items where practical. The customer must not ask us to leave waste illegally, fly-tip, or dispose of items in a way that breaches environmental legislation. If a property clearance or disposal job appears to involve unlawful waste, we may suspend work immediately. Any costs or penalties arising from inaccurate waste descriptions or unlawful instructions may be passed to the customer to the extent permitted by law. Records may be retained where needed to show lawful waste transfer or disposal arrangements.

Customer Responsibilities

The customer is responsible for securing pets, children, keys, parking arrangements, lift bookings, and access permissions before the arrival of the team. All items should be packed and labelled unless packing has been included in the service agreement. The customer must disconnect appliances, empty or defrost fridges and freezers where requested, and ensure that fuel, fluids, and other contents are dealt with safely. If the customer asks us to move items that are not ready or safe to handle, we may refuse or charge for delays and additional labour.

It is the customer’s duty to ensure that all goods to be moved are legally owned by them or that they have permission to move them. We do not accept responsibility for items that are transported without proper authority. The customer should also remove cash, jewellery, passports, sensitive documents, and other personal valuables before the move begins unless a separate written arrangement has been made. Where assembly or disassembly is included, we will do so with reasonable care, but we cannot guarantee that certain items can be dismantled or reassembled without risk of damage.

In shared properties, managed buildings, or business premises, the customer must obtain any required permissions from landlords, agents, or building managers. If access restrictions, loading rules, or time windows apply, the customer must tell us in advance. Any waiting caused by missing permissions or unavailable access may be charged. We may also rely on the customer’s instructions when placing items in the new premises, and we are not liable for layout decisions later found to be inconvenient or unsuitable.

Insurance, Complaints, and General Provisions

We may maintain public liability and goods-in-transit insurance, but such cover does not remove the need for the customer to read these terms carefully. Insurance does not extend to items improperly packed by the customer, prohibited goods, or losses excluded by the policy. If the customer believes a complaint has arisen, they should notify us promptly with full details so that we can investigate and, where appropriate, seek a practical resolution. Making a complaint does not excuse non-payment of undisputed sums.

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in effect. No failure or delay by us in enforcing any right shall operate as a waiver of that right. We may assign or subcontract parts of the service where necessary, provided that such arrangements do not materially reduce the service promised. The customer may not assign their rights or obligations without our prior written consent.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, 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 over any dispute, unless mandatory consumer law provides otherwise. If the customer is based elsewhere in the UK, these terms still apply to the extent permitted by applicable law, and nothing in them is intended to reduce statutory rights that cannot be excluded or limited.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms. These Terms and Conditions form the full agreement between the customer and Soho Removals regarding the relevant service unless another written contract states otherwise. Any changes must be agreed in writing and may be subject to revised pricing or scheduling terms. It is the customer’s responsibility to keep a copy of the version applicable to their booking.