UK Service Terms and Conditions for Pimlico Removals

These Terms and Conditions set out the basis on which Pimlico Removals provides removal, transportation, packing, storage, and related services within the United Kingdom. By requesting a quote, making a booking, or allowing our team to begin work, the customer confirms that they have read, understood, and agreed to these terms. These conditions are intended to create a clear, fair, and practical framework for the provision of our removal services, whether for a domestic move, business relocation, or a single-item transport.

For the purposes of these terms, “we”, “us”, and “our” refer to Pimlico Removals, and “you” or “the customer” refers to the person, business, or organisation requesting the service. The services described in these terms may include packing, loading, unloading, dismantling, reassembly, temporary storage, waste removal, and any additional arrangements agreed in writing. Unless otherwise agreed, these terms apply to all removals service bookings accepted by us.

These terms should be read together with any quote, job sheet, inventory, or written agreement we provide. If there is any inconsistency between these terms and a specific written agreement, the written agreement will take priority to the extent of the inconsistency. Nothing in these terms affects your statutory rights where they apply.

1. Booking Process

A booking is only confirmed when we have issued written acceptance of your request, or when we have otherwise confirmed the date and service details in writing. A quote does not in itself guarantee availability. To secure a booking, we may require key information such as collection and delivery addresses, access details, inventory size, parking restrictions, timing preferences, and any special handling requirements. You must provide accurate and complete information at the time of booking and notify us promptly of any changes.

Where a quotation is based on the details supplied by you, it is valid only for the goods, property access, and service scope described. If the volume, weight, access conditions, or complexity of the job differs from what was originally stated, we may revise the price, team size, vehicle requirements, or service schedule. We may also refuse to carry out work that is materially different from the agreed booking if doing so would be unsafe, unlawful, or operationally impractical.

2. Customer Responsibilities

You are responsible for ensuring that all items to be moved are ready for collection at the agreed time and location. Unless we have agreed otherwise in writing, you must ensure that fragile, valuable, and personal items are appropriately packed, labelled, and protected. You must also make us aware of items requiring special care, including but not limited to artwork, antiques, pianos, glass, IT equipment, and items of sentimental or high monetary value.

You must obtain any permissions needed for access, parking, entry, or use of lifts, loading bays, or private roads. If permits or permissions are required and are not in place, delays, failed attendance, or additional charges may apply. You are also responsible for ensuring that all items handed to us are legal to transport and are not prohibited by law or by any transport restriction that applies to the job.

Our prices may be fixed, estimated, or time-based depending on the nature of the job. Where a price is estimated, the final charge will reflect the actual time, labour, distance, access conditions, materials used, and any additional services requested on the day. A minimum charge may apply. All quotes are based on normal working conditions and do not include unforeseen obstacles, waiting time, or changes requested after booking unless expressly stated.

Unless we agree otherwise, payment is due in full before or on completion of the service. For larger commercial jobs, storage arrangements, or bespoke projects, we may require a deposit, staged payments, or advance payment. Any deposit paid is non-refundable except where cancellation rights expressly apply under these terms or where we agree otherwise in writing. We reserve the right to suspend or withhold services if payment is not made when due.

Additional charges may apply for extra labour, long carries, stairs, difficult access, parking fines caused by the customer’s failure to arrange suitable parking, waiting time, out-of-hours work, congestion delays, changes to the agreed inventory, or disposal fees for waste collected under a separate arrangement. Any extra charges will be explained where reasonably possible and will be added to the final invoice.

4. Cancellations and Amendments

You may cancel or amend your booking by giving us notice in writing. If you cancel sufficiently in advance, we may, at our discretion, offer a rescheduled date or apply part of any payment already made to a future booking. Cancellations made close to the service date may incur a cancellation charge to cover reserved vehicle time, staffing, and administrative costs.

If you cancel within a short period before the scheduled move, or if the team arrives and cannot proceed because access is unavailable, the premises are not ready, or the customer is absent, we may charge a failed attendance fee or the full booked amount depending on the circumstances and resources committed. If we need to amend a booking because of safety concerns, adverse conditions, legal restrictions, or events beyond our reasonable control, we will use reasonable efforts to offer an alternative arrangement.

We may cancel or postpone a service where there is a material risk to the safety of our staff, vehicles, or property, where payment terms have not been met, where unlawful goods are involved, or where circumstances beyond our reasonable control prevent performance. In such cases, we will not be liable for consequential loss, though we will consider a refund of any services not provided if appropriate and lawful.

5. Liability and Insurance

We take reasonable care in handling goods and carrying out removal work. However, unless otherwise agreed in writing, our liability is limited to loss or damage directly caused by our negligence and only to the extent permitted by law. We do not accept responsibility for pre-existing damage, items that were not suitably packed by us, or losses arising from poor condition, inherent fragility, or failure to declare special handling needs.

Where we provide packing materials or packing services, we will use reasonable skill and care. Even so, fragile items may remain vulnerable if they are inherently delicate, improperly packed by the customer, or stored in unsuitable conditions. We strongly recommend that customers arrange adequate insurance cover for goods of particular value. Any insurance that we arrange, if offered, will be subject to its own policy terms, exclusions, and limits.

We are not liable for indirect or consequential losses, including loss of profit, loss of opportunity, business interruption, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. If a claim is made, you must notify us as soon as reasonably practicable and provide reasonable evidence of the loss or damage.

6. Waste Regulations and Disposal

Where waste removal or disposal is part of the agreed service, it will be handled in accordance with applicable UK waste legislation, environmental rules, and duty of care requirements. We may only transport, dispose of, or arrange disposal for waste that has been clearly identified and accepted by us in advance. The customer must accurately describe the waste type, quantity, and any special hazards before collection.

We do not accept responsibility for hidden hazardous materials, prohibited items, or waste that has not been declared in advance. Items such as chemicals, asbestos, paint, oils, batteries, gas cylinders, medical waste, and electrical equipment may require special handling or may be refused altogether. If undeclared hazardous or restricted waste is discovered, we may suspend the service, charge for additional compliance costs, or arrange lawful segregation and disposal where possible.

7. Prohibited and Restricted Items

Unless we have expressly agreed otherwise in writing, we will not transport illegal goods, stolen property, firearms, ammunition, controlled drugs, live animals, perishable goods requiring specialist storage, or any item that may be dangerous to people, vehicles, or the environment. We may also refuse items that are excessively fragile, contaminated, leaking, or inadequately packed. If such items are discovered during loading, we may refuse to move them and may charge for the time already spent.

You warrant that you own the goods or have authority to arrange their movement, disposal, or storage. You are also responsible for ensuring that the goods do not infringe the rights of any third party, including rights of ownership, hire purchase, retention of title, or security interest. We may rely on your instructions as authority to handle the goods unless we have reason to believe otherwise.

8. Delays, Access, and Waiting Time

We aim to attend at the agreed time, but arrival windows may be affected by traffic, weather, operational issues, or prior job overruns. Where delays occur due to circumstances outside our control, we will use reasonable efforts to keep you informed and to complete the service as efficiently as possible. If access is delayed because the property is not ready, keys are unavailable, parking is obstructed, or the delivery location is inaccessible, waiting time charges may apply.

Where necessary, the customer must arrange appropriate access for vehicles and staff. If our team cannot safely park, load, or unload at the property, we may need to adapt the method of service, use a shuttle vehicle, or postpone completion. Any resulting additional time, labour, or cost may be charged to the customer where the difficulty arises from information that was not disclosed or from conditions within the customer’s control.

9. Storage Services

If storage is provided, the goods will be held in accordance with the separate storage arrangements, inventory records, and any facility rules we provide. Storage charges are payable in advance unless agreed otherwise. Goods placed into storage remain subject to these terms as well as any additional storage-specific conditions. We may impose limits on access, inspection, retrieval, and release of stored goods where this is necessary for safety, security, or administrative reasons.

You must keep us informed of any change of address or contact details while goods remain in storage. If storage fees remain unpaid, we may exercise any contractual or statutory rights available to us, including the right to retain goods until outstanding sums are settled, to the extent permitted by law. We will use reasonable care in relation to stored goods, but you remain responsible for ensuring that the goods are suitable for storage.

10. Force Majeure

We are not liable for any delay or failure to perform the service where such delay or failure arises from events beyond our reasonable control. This may include severe weather, fire, flood, accidents, road closures, strikes, labour shortages, government action, disease outbreaks, civil disorder, or interruption to utilities or transport networks. In such cases, we may reschedule the service, modify the service method, or suspend performance until it is reasonably practicable to continue.

11. Complaints and Claims

If you believe there has been an issue with our service, you should notify us promptly and provide details of the concern, together with any relevant evidence. We may request photographs, inventories, proof of value, or other reasonable information to assess the matter. We will investigate complaints in good faith and, where appropriate, may offer repair, replacement, partial refund, or another reasonable remedy depending on the facts and the extent of our responsibility.

12. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms, the service, or any related agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If a term of these conditions is found to be unlawful, invalid, or unenforceable, the remainder will continue in full force and effect.

By proceeding with a booking, you acknowledge that these terms form part of the contract between you and Pimlico Removals. They are designed to support a clear, professional, and lawful moving service relationship and to reduce uncertainty for both parties. We may update these terms from time to time, and the version in force at the time of booking will apply unless otherwise stated in writing.