Millhill Removals Service Terms and Conditions
These Terms and Conditions set out the basis on which Millhill Removals provides domestic and commercial moving services, including packing, loading, transport, unloading, and related support. By making a booking, the customer agrees to these terms and confirms that they have read and understood them. These terms are designed to be fair, clear, and consistent with applicable UK law.
In these Terms and Conditions, references to ???we??�, ???us??�, and ???our??� mean Millhill Removals, and references to ???you??� or ???the customer??� mean the person, business, or organisation making the booking. The services covered by these terms may include full removals, partial removals, furniture handling, and associated labour. Any removal service agreement shall apply only to the services expressly confirmed in writing.
If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. No waiver of any clause will be effective unless agreed in writing. Headings are included for convenience only and do not affect interpretation. These terms should be read alongside any written quotation, inventory, schedule, or service confirmation issued for the relevant move.
All bookings are subject to availability and acceptance by us. A quotation is based on the information provided by you at the time of enquiry, including the size of the property, the volume of goods, access conditions, parking, distance, and any special handling requirements. If the information changes, we may revise the quotation before confirming the booking. A moving services booking is only confirmed when we acknowledge acceptance in writing and, where requested, receive any deposit or advance payment due.
When making a booking, you must provide accurate and complete information. This includes details of all items to be moved, any fragile or high-value goods, access restrictions, lifts, stairs, dismantling needs, and the presence of items that may require specialist handling. If the actual conditions differ from those described, additional charges may apply, or we may be unable to complete the service on the agreed terms. We reserve the right to refuse work that is unsafe, unlawful, or beyond the scope of our equipment and personnel.
Any estimated arrival or completion times are approximate only unless we expressly state otherwise. Delays caused by traffic, weather, access problems, or events beyond our reasonable control do not amount to a breach of contract. Where a house move service is booked as part of a larger project, you must ensure that all arrangements with third parties, including landlords, agents, storage providers, or building managers, are in place before the service date.
Payment terms will be set out in the quotation or booking confirmation. Unless otherwise agreed in writing, payment is due in full on completion of the service. We may request a deposit to secure the booking, and any such deposit will form part of the total price. If payment is not made when due, we may charge statutory interest and reasonable recovery costs in accordance with applicable UK law.
Prices may be quoted on a fixed or estimated basis. A fixed price applies only to the exact service described in the written quotation and assuming the original information remains accurate. Estimated prices may change if there are variations in time, labour, waiting periods, or materials required. Additional charges may apply for services such as packing supplies, dismantling, reassembly, storage handling, difficult access, congestion delays, or extra trips. Any removal charges not included in the original quotation will be explained where reasonably possible before they are incurred.
If you cancel or reschedule, notice must be given as soon as possible and, in any event, in writing where practicable. Cancellation fees may apply depending on how much notice is provided and whether work has already been reserved, scheduled, or commenced. If you cancel within a short period before the booked date, or if our team arrives but cannot proceed because access is unavailable or you are not ready, we may charge a proportion of the agreed fee to cover lost time and costs. Any removals cancellation policy will be applied reasonably and proportionately.
We may also cancel or suspend a booking if necessary for safety, legal compliance, unpaid balances, or circumstances outside our control. If we must cancel due to our own inability to deliver the service, we will use reasonable efforts to offer an alternative date or refund any advance payment for services not provided. However, we will not be liable for indirect loss arising from a cancellation caused by events beyond our reasonable control.
The customer is responsible for ensuring that the property is ready for the move, that items are packed unless packing has been expressly included, and that goods are secured and suitable for transport. You must remove or protect items that are not to be moved, including valuables, cash, jewellery, passports, personal documents, and perishable items. Unless agreed otherwise, we are not responsible for transporting hazardous materials, plants, live animals, fuel, gas canisters, explosives, or illegal substances. This is particularly important where a UK moving contract involves shared access, narrow stairways, or communal areas.
We may refuse to handle items that are unsafe, improperly packed, or likely to cause damage to other goods or property. Where specialist equipment, additional staff, or temporary storage is required, this may result in an amended quotation. You are responsible for ensuring that any parking permissions, permits, or access arrangements are available on the day of the move. If waiting time is caused by your failure to prepare the property, additional labour charges may be applied.
Our liability is limited to losses caused directly by our negligence, breach of contract, or wilful misconduct, and then only to the extent permitted by law. We will take reasonable care in handling your possessions, but moving work involves inherent risks such as minor scuffs, superficial marks, vibration damage, and weather-related effects. We are not responsible for damage to items that are poorly packed, structurally weak, already defective, or unsuitable for transit. Where you have packed the goods yourself, you accept responsibility for the adequacy of the packaging unless we have agreed to pack them on your behalf.
We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited under UK law. Subject to that, we shall not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss. If a claim is accepted, our liability will usually be limited to the reasonable repair cost, replacement value, or a fair reduction in the service fee, depending on the circumstances and evidence available.
Any claim for damage, loss, or shortage must be notified to us as soon as reasonably practicable, and in any event within a reasonable time after completion of the service. You should inspect your goods and property promptly after delivery and retain the damaged item, packaging, and any relevant photographs until the claim is resolved. Failure to notify us promptly may affect our ability to investigate. A removal company liability assessment may require proof of ownership, condition, value, and pre-existing defects.
Where goods are placed into storage or handled over multiple days, you must report any issues at the earliest opportunity. We may require access to the item, relevant documents, and cooperation with any manufacturer, insurer, or repairer involved in the claim. Our decision on whether damage was caused by our service, by pre-existing condition, or by packaging failure will be made reasonably and on the basis of available evidence. Nothing in these terms prevents you from seeking a remedy that is available under law.
Waste and disposal regulations are taken seriously. We do not remove, dispose of, or transport waste unless the service expressly includes lawful waste handling. If we agree to remove unwanted items, you confirm that you have the legal right to dispose of them and that they are not controlled or hazardous waste unless clearly stated and agreed in advance. We reserve the right to refuse disposal of any item that may breach environmental, transport, or safety rules.
Under UK waste regulations, waste must be transferred only to authorised persons and facilities. The customer must accurately describe any items intended for disposal and must not conceal hazardous or restricted materials within general household waste. If we arrange waste removal as part of a broader removals service, you may be asked to sign a declaration confirming the nature of the items. Any charges for disposal, skips, licensed carriers, or transfer station fees will be disclosed where reasonably possible before the service takes place.
We will carry out services with reasonable skill and care. However, we are not responsible for hidden defects, internal damage not visible on inspection, or issues caused by the normal movement of goods during transit. Furniture assembled or dismantled at the customer???s request is handled with reasonable care, but we do not guarantee that old or previously damaged items can be dismantled or reassembled without further wear. Any professional removals terms relating to specialist lifting, piano moves, antiques, or high-value items may require separate conditions or additional charges.
You must ensure that all information you provide is truthful and not misleading. If you fail to disclose circumstances that materially affect the move, such as restricted access, heavy items, hazardous materials, or timing constraints, we may revise the price, postpone the service, or terminate the agreement. In such circumstances, any delay or additional cost resulting from the inaccurate information will be your responsibility. We are entitled to rely on the information supplied by you in preparing the quotation and planning the work.
If any item requires specialist insurance, escort, or handling method, you should notify us before booking so that we can assess whether the service is suitable. We may decline to move certain goods where the risk is excessive or where compliance requirements cannot be met. Any instructions given by you on the day must not compromise safety, road rules, or the welfare of our staff. Where necessary, our team may pause the job until it is safe to continue.
These terms are governed by the laws of England and Wales. If the customer is based elsewhere in the United Kingdom, mandatory local legal rights may still apply where required by law, but the contract itself shall be interpreted in accordance with the governing law stated here. Any dispute that cannot be resolved amicably may be brought before the courts having jurisdiction under that law. Nothing in these terms affects your statutory rights as a consumer or business customer where those rights cannot be waived.
We may update these Terms and Conditions from time to time to reflect changes in legal requirements, service methods, or business practice. The version in force at the time of booking will apply to that booking unless a later version has been expressly agreed. If you continue to use our services after being informed of updated terms, that conduct may be treated as acceptance of the revised terms to the extent permitted by law.
By confirming a booking with Millhill Removals, you agree to the pricing, service scope, liability limits, payment rules, cancellation provisions, and waste handling requirements described above. These Terms and Conditions are intended to support a clear and reliable removals service agreement for all parties, while maintaining compliance with applicable UK law and fair commercial practice. If you do not agree with any part of these terms, you should not proceed with the booking.