Finchley Removals Terms and Conditions

These Terms and Conditions set out the basis on which Finchley Removals provides home, office, and specialist moving services within the United Kingdom. By making a booking, the customer agrees to these terms, which are designed to create a fair, clear, and lawful arrangement between the customer and the removal company. In this document, references to we, us, and our mean Finchley Removals, and references to you or the customer mean the person or business placing the booking.

These terms apply to all services supplied by Finchley Removals, including standard removals, packing assistance, loading and unloading, transport, and related arrangements agreed in writing. Unless otherwise confirmed, quotations are based on the information provided at the time of enquiry. The customer is responsible for ensuring that all information supplied is accurate and complete, including access conditions, item lists, parking restrictions, and any special handling requirements.

We may update these terms from time to time to reflect operational changes, legal requirements, or improvements in our service process. The version in force at the time of booking will normally apply to that booking, unless a later variation is agreed in writing. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

Booking Process

A booking with Finchley Removals is usually made after a quotation has been provided and accepted. The quotation may be based on a survey, inventory, photographs, video call, or details supplied by the customer. Any quotation remains subject to confirmation that the description of goods, access, parking, timing, and service scope is accurate. If the circumstances at the time of the move differ from the information originally provided, we may revise the price, the vehicle requirement, the crew size, or the schedule.

Once the customer accepts the quotation, a booking is considered provisional until we issue written confirmation or request a deposit, where applicable. The customer must check the booking details carefully and notify us promptly of any errors. This includes the collection and delivery addresses, moving date, service type, volume of goods, and any items requiring special care. Our moving company may refuse to proceed if there is a material mismatch between the booked service and the actual requirements on the day.

The customer is responsible for ensuring that access is safe and suitable for the agreed service. This includes arranging parking permissions where necessary, clearing hallways or access routes, and making us aware of lift restrictions, narrow staircases, or other obstacles. If delays arise because of missing information or unsuitable access, additional charges may apply. We reserve the right to suspend or withdraw the service if continuing would create an unacceptable risk to personnel, property, or vehicles.

Payments and Charges

Payment terms will be confirmed in the quotation or booking confirmation. Unless otherwise stated, invoices are payable in full on or before the completion of the service, or in accordance with any stated deposit and balance arrangement. We may require a deposit to secure a booking, particularly for larger moves, weekend slots, or services involving packing materials or specialist equipment. Any deposit is normally non-refundable except where cancellation rights under these terms apply.

All prices are quoted in pounds sterling and may be subject to VAT where applicable. The amount charged may differ from the original estimate if there are changes to the agreed service, including additional loading time, extra floors, excessive waiting, unlisted items, or changes in journey distance. Where a revised charge becomes necessary, we will explain the reason as soon as reasonably possible. If the customer disputes an invoice, they must raise the issue promptly and pay any undisputed amount by the due date.

We accept payment methods as stated at the time of booking. The customer must ensure that payment is made by an authorised person and that sufficient funds are available. If payment is late, we may charge interest and recovery costs to the extent permitted by law. We also reserve the right to retain goods lawfully where a lien applies under applicable legal principles, or to withhold further services until overdue sums are settled.

Cancellations or postponements must be made as soon as possible and, where practical, in writing. Because a removals schedule may involve staff allocation, transport planning, and reserved time slots, short-notice cancellation may result in charges. The amount payable will depend on the stage reached before cancellation, including whether vehicles, labour, packing materials, or specialist arrangements have already been committed. Any deposit already paid may be applied against those costs.

If the customer wishes to change the moving date, property address, access arrangements, or service scope, we will try to accommodate the change where operationally possible. However, revised dates and rates are subject to availability. A change may require a new quotation, especially if the move now involves additional time, a different vehicle type, or changes to the number of team members. A postponement is not confirmed until we have agreed the revised arrangement in writing.

If we need to cancel or reschedule due to circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, staff illness, road closures, accidents, or legal restrictions, we will notify the customer as soon as reasonably possible and propose an alternative arrangement. We are not responsible for indirect losses caused by such events, although we will act reasonably to minimise disruption. This does not affect any rights the customer may have under consumer law where applicable.

Service Standards and Customer Responsibilities

The customer must ensure that all goods are suitably packed, labelled, and ready for handling unless packing has been included in the booked service. Fragile items, disassembled furniture, and items requiring specialist attention should be clearly identified. If the customer chooses to pack goods themselves, they remain responsible for the adequacy of the packaging and for securing contents inside boxes. We are not liable for damage caused by poor packing unless we have expressly accepted responsibility for packing that item.

Customers must tell us in advance about high-value items, delicate antiques, pianos, large appliances, hazardous materials, or any item that may require special handling or equipment. Some items may be excluded from transport or subject to extra conditions. We may refuse to move items that are illegal, dangerous, or likely to pose a health and safety risk. If a customer conceals the nature of an item, we are not responsible for resulting damage, delay, or loss.

Liability and Limitations

We will take reasonable care in carrying out the removal service, but our liability is limited to loss or damage directly caused by our negligence, breach of contract, or failure to use reasonable skill and care. We are not liable for loss of profit, loss of business, missed appointments, emotional distress, or other indirect or consequential losses, except where liability cannot lawfully be excluded. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

If we are responsible for loss or damage to goods, our liability may be capped at the lower of the proven repair or replacement cost, the market value of the item immediately before the loss, or any stated limit agreed in writing before the move. The customer should inform us in advance of especially valuable items so that an appropriate arrangement can be discussed. Claims for damage must be supported by evidence where reasonably requested, including photographs, receipts, or other proof of value.

We are not liable for damage caused by pre-existing defects, normal wear and tear, hidden weaknesses, or the inherent nature of the item. For example, older furniture may split when moved if it has become structurally weak, and electronics may be damaged by internal defects unrelated to our handling. We also do not accept responsibility for loss or damage where the customer or a third party interferes with the service, gives incorrect instructions, or insists on moving an item against our advice.

The customer is responsible for ensuring that the property is left secure, utilities are arranged appropriately, and any valuables, keys, or access codes are handled safely. If we store or hold goods temporarily during the course of the service, we will use reasonable care and suitable handling methods, but the customer remains responsible for insurance where appropriate. Any insurance cover offered will be subject to its own policy terms and exclusions.

In some cases, Finchley Removals may be asked to remove unwanted items, packaging, or waste associated with the move. Any disposal service must be agreed in advance and may be charged separately. Waste handling is carried out in accordance with applicable UK waste regulations, including the duty to ensure that waste is transported, transferred, and disposed of lawfully. We may ask for details about the type and volume of waste before agreeing to collect it.

The customer must not place prohibited or hazardous materials into waste for collection unless we have expressly confirmed that we are licensed and equipped to handle them. Examples may include paint, chemicals, oils, batteries, gas cylinders, asbestos-containing materials, medical waste, and electrical items requiring specialist disposal. If restricted waste is found among items presented for removal, we may refuse to handle it, charge additional costs for segregation or return, or notify the appropriate authority if required by law.

Where we remove waste or unwanted goods, the customer must provide accurate information about ownership and contents. The customer must not include items that belong to other persons unless lawful authority has been obtained. Any duty of care transfer, waste note, or related record may be completed as required by law. The customer acknowledges that leaving items for disposal does not transfer responsibility to us unless we have clearly accepted that waste in writing under the agreed service.

We aim to attend on the agreed date and within the agreed time window, but removals work may be affected by traffic, parking restrictions, weather, access issues, and delays caused by other parties. If the customer causes delay, including by not having goods ready, not providing access, or requiring additional time beyond the booked period, extra charges may apply. Where practical, we will continue the move, but only if it remains safe and operationally reasonable.

We are not responsible for delay or failure to perform where events beyond our reasonable control prevent us from providing the service as planned. This may include fire, flood, storm, strike, industrial action, epidemic restrictions, civil disturbance, terrorism, road closure, or failure of utilities or transport infrastructure. If such an event occurs, we will use reasonable efforts to restart, reschedule, or complete the service in a safe and lawful manner.

The customer should understand that timings are estimates unless we specifically agree a fixed service window in writing. A delay does not automatically entitle the customer to compensation unless the delay results from our breach of contract and causes a recoverable loss under these terms. Any claim for delay-related loss must be reasonable, evidenced, and submitted promptly.

If the customer is unhappy with any aspect of the service, they should notify us as soon as possible so that we can investigate and, where appropriate, attempt to resolve the matter. For damage or loss claims, the customer should provide a clear description of the issue, the date it occurred, and supporting evidence where available. We may inspect the item, the property, or relevant packaging before confirming any remedy.

Any claim must be made within a reasonable time after the event and, where possible, before the moved goods are altered, repaired, or disposed of. This allows a fair assessment of the issue. We may offer repair, replacement, a partial refund, or another reasonable solution depending on the circumstances and the nature of the loss. Acceptance of any remedy will not affect rights that cannot be excluded by law.

Governing Law
These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction unless mandatory law provides otherwise. Any contract formed with Finchley Removals is intended to be interpreted in accordance with UK legal standards, including consumer law where applicable, and with a practical focus on fairness, clarity, and lawful performance.