Queens Park Removals Service Terms and Conditions

These Queens Park Removals service terms and conditions set out the basis on which we provide removal and associated services to our customers in the United Kingdom. By making a booking, accepting a quotation, or allowing us to begin work, you agree to these terms. They are designed to create clarity around the removals service agreement, including the booking process, payment terms, cancellation rules, liability limits, waste handling, and the law that applies to the contract.

These terms apply whether the service involves a domestic move, a business relocation, furniture handling, loading and unloading, short-term storage arrangements, or the removal of unwanted items as part of a wider job. For the purposes of this document, references to “we”, “us”, and “our” mean Queens Park Removals, and references to “you” or “the customer” mean the person, company, or other entity contracting with us.

We may update these conditions from time to time to reflect operational changes, legal requirements, or industry practice. The version in force at the time of booking will normally apply to your service, unless a later written variation is agreed by both parties. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force.

1. Booking Process

Bookings are only confirmed when we have accepted your request and issued a written confirmation, quotation acceptance, invoice, or other clear statement that the service has been reserved. Any estimate provided before confirmation is not a guaranteed booking unless expressly stated otherwise. A booking may be made by telephone, email, online form, or any other method we make available from time to time.

When requesting a quotation or making a booking, you must provide accurate and complete information about the job. This includes, where relevant, the collection and delivery addresses, access details, dates and times, property type, inventory size, parking restrictions, stairs, lifts, fragile items, and any items requiring special handling. The accuracy of this information is important because the final service, vehicle requirement, staffing levels, and price may depend on it.

We may use the information you provide to assess the time, labour, equipment, and vehicle capacity needed for your move. If the actual circumstances differ materially from those described at booking, we may adjust the price, alter the service plan, or decline to proceed if the change would make safe or efficient performance impractical. For example, a removal service quoted for a standard-access property may require revision where access is restricted or extra carrying distance is involved.

2. Quotations, Survey Information, and Changes

Quotations are based on the information available at the time they are prepared. Unless we expressly state that a quotation is fixed, it should be treated as an estimate only. A fixed-price quote normally applies only to the described service, on the specified date, and subject to the assumptions set out in the quotation documents.

If you request changes to the agreed service after booking, we may revise the price and timing accordingly. Changes may include additional addresses, extra items, waiting time, dismantling or reassembly work, storage, waste clearance, access issues, or an extension to the original schedule. Where a change affects our ability to complete the service safely or within the original plan, we may ask you to accept an amended quotation before continuing.

You are responsible for ensuring that all items are ready for transport at the agreed time and that any goods requiring disconnection, specialist packing, or protected handling are identified in advance. Where we carry out a pre-move survey, it is based on visible or declared conditions only, and hidden defects, concealed damage, or undisclosed items may still affect the final scope of the work.

3. Payments and Charges

Payment terms will be stated in the quotation, booking confirmation, or invoice. Unless otherwise agreed in writing, payment is due in full on completion of the service. In some cases, we may require a deposit, advance payment, card pre-authorisation, or staged payments before the job begins. Any deposit paid is applied against the final invoice unless it is expressly described as non-refundable in the relevant booking terms.

All prices are stated in pounds sterling unless otherwise indicated. Prices may include labour, fuel, standard equipment, and vehicle use where specified, but may exclude congestion charges, parking fees, storage, disposal costs, cleaning, waiting time, or additional materials unless confirmed in writing. If unforeseen work is required, we may charge for additional time, staff, vehicles, or materials at our standard rates or at rates stated in the quotation.

You must pay all sums due without deduction or set-off unless required by law. If payment is overdue, we may suspend further services, retain goods where lawful to do so, or charge interest and reasonable recovery costs to the extent permitted under applicable law. For business customers, late payment may be subject to statutory interest and compensation. For consumers, any charges will be applied only as allowed by the Consumer Rights Act 2015 and other applicable regulations.

4. Customer Responsibilities

You must ensure that the premises are accessible, safe, and suitable for the agreed service. This includes arranging access permissions, parking where necessary, and any building management approvals that may be required. You are responsible for securing fragile, valuable, or personal items that you choose not to entrust to us. If you request that we handle such items, you must tell us in advance so that we can decide whether specialist packing, additional cover, or a tailored service is needed.

You must also make us aware of hazardous substances, live electrical equipment, batteries, pressurised containers, combustible materials, perishable goods, plants, animals, and any items that could present a safety or legal issue. We may refuse to move items that are prohibited, unsafe, improperly packed, or not suitable for transport. You remain responsible for removing personal data, confidential materials, and account-linked devices from goods that are being transferred, stored, or disposed of.

If you are not present during the service, you authorise us to act on instructions given by your nominated representative or any person reasonably believed to be acting on your behalf. However, we may refuse to accept instructions that conflict with the booking, appear unsafe, or would cause a breach of law, including waste handling rules or transport restrictions.

5. Cancellations, Rescheduling, and Delays

If you wish to cancel or reschedule a booking, you should notify us as soon as possible. Cancellation charges may apply depending on the notice period, the type of service, and any costs already incurred. Where a booking is cancelled at short notice, we may retain all or part of any deposit to cover administration, reserved staffing, vehicle allocation, or lost time, provided such retention is reasonable and lawful.

If you are a consumer and the booking was made at a distance or off-premises, any statutory cooling-off rights that apply under the Consumer Contracts Regulations 2013 may be available, subject to the relevant exceptions, including where the service has already begun with your express consent. If you ask us to start work within the cooling-off period, you may lose the right to cancel once the service is fully performed, and you may be required to pay for work already completed.

Delays caused by traffic, weather, road closures, breakdowns, staff illness, access restrictions, or events outside our control do not amount to a breach of contract. Where possible, we will keep you informed and may rearrange the work to a later time or date. We are not responsible for losses caused by reasonable delay where the delay is beyond our control and we have taken reasonable steps to minimise disruption.

6. Liability and Damage

We will exercise reasonable care and skill in providing our Queens Park Removals services. However, our liability is limited to the extent permitted by law. We are not responsible for loss or damage caused by pre-existing defects, inherent vice, insufficient packing by the customer, normal wear and tear, or items that are not suitable for removal in the condition presented. Glass, mirrors, ceramics, antiques, electronics, and other fragile or high-value goods may require special handling or declared value arrangements.

Where we are responsible for damage to an item under our control, our liability will normally be limited to the reasonable repair cost, replacement cost, or fair market value of the item, subject to any agreed limit, insurance terms, and proof of loss. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under English law.

Any claim for loss or damage must be reported promptly and, in any event, within a reasonable time after the event or discovery of the issue. You should retain packaging, damaged items, and supporting evidence where possible. Failure to allow us a reasonable opportunity to inspect the issue may affect our ability to investigate or resolve the matter. We may offer repair, replacement, partial refund, or other reasonable remedy where appropriate.

7. Storage, Waiting, and Unused Time

Where a service includes storage or temporary holding, separate terms may apply in addition to these conditions. We may require item lists, access instructions, and payment for storage charges in advance. Items left in storage remain subject to the same customer responsibilities regarding prohibited goods, documentation, and disclosure of special handling requirements.

If our team is delayed on site because access is not available, keys are missing, goods are not ready, or instructions are incomplete, we may charge waiting time or a wasted journey fee. Likewise, if we have allocated staff and vehicles but are unable to complete the job due to customer-side issues, we may charge reasonable costs arising from the missed opportunity or extended attendance, provided these charges are set out clearly or are otherwise lawful.

We may also charge for unused time where a booked service ends earlier than planned but reserved resources cannot be redeployed, especially where a dedicated vehicle, two-person team, or pre-arranged time slot was set aside for your job. Any such charge will be calculated fairly and communicated transparently.

8. Waste Handling and Environmental Compliance

If the service includes removal, disposal, clearance, or transport of waste, you confirm that you are entitled to instruct us to deal with those items. Waste will be handled in accordance with applicable UK environmental and waste regulations, including the duty to prevent illegal dumping and the obligation to use an authorised carrier or facility where required. We may ask you to identify what is to be removed so that we can classify it correctly.

You must not present hazardous, clinical, electrical, chemical, asbestos-related, or otherwise controlled waste unless we have agreed in advance that we are authorised and equipped to handle it. Where waste is collected as part of a clearance, we may separate reusable goods, recyclable materials, and general waste according to lawful and operational requirements. We may also decline to remove items where doing so would place us in breach of transport, environmental, or safety legislation.

By instructing us to dispose of items, you warrant that you have the right to do so and that the items are not subject to third-party ownership, retention rights, or legal restrictions. If we reasonably believe that goods or waste may be regulated, contaminated, or unsafe, we may suspend the relevant part of the service and seek further instructions or evidence before continuing.

9. Insurance and Risk

Risk in goods normally passes in accordance with the service arrangement and any agreed collection point. Unless otherwise stated in writing, you remain responsible for ensuring that your items are adequately insured for transit, storage, and the period before and after our involvement. We may hold our own insurance cover, but this does not create a promise that every item will be replaced at new-for-old value or that every category of loss is covered.

Where you rely on our packing or handling expertise, you must tell us about any item of exceptional value, sentimental importance, or vulnerability before the service begins. We may refuse to carry certain items unless additional precautions, declarations, or cover are arranged. Our team may reasonably rely on your instructions, and we are not liable for losses arising from incomplete disclosure about the contents, condition, or fragility of goods.

Nothing in these terms prevents you from pursuing rights that cannot legally be excluded. These conditions operate alongside any mandatory consumer protections, and where a conflict arises, applicable law will prevail. Any special insurance, higher liability limit, or bespoke arrangement must be agreed in writing before the service starts.

10. Governing Law and General Provisions

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless you are a consumer resident in another part of the UK and mandatory local rules provide otherwise. Nothing in these terms limits rights that consumers may have under applicable UK consumer protection law.

We may assign or subcontract any part of the service where reasonably necessary, provided this does not materially reduce the standard of performance. You may not assign your rights or obligations under the booking without our prior written consent. Any failure by us to enforce a right immediately does not mean that right is waived. Headings are included for convenience only and do not affect interpretation.

These terms form the entire agreement between you and Queens Park Removals in relation to the relevant service, unless we agree otherwise in writing. No statement made before booking will override these terms unless it is expressly confirmed in writing as part of the contract. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to the removal services terms set out above.