Strand Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Strand Removals provides removal services to customers in the UK. By making a booking, confirming a quotation, or allowing the team to begin work, the customer agrees to be bound by these terms. Please read them carefully before proceeding with any removals service, whether the job involves a home move, office relocation, furniture transport, or another agreed service. These terms are intended to be fair, clear, and practical, and they apply alongside any written quotation, schedule, or service agreement provided by Strand Removals.

For the purposes of these terms, references to “we”, “us”, and “our” mean Strand Removals, and references to “you” or “the customer” mean the person, business, or organisation booking the service. Unless otherwise agreed in writing, the scope of the work will be limited to the items, dates, times, locations, and service type confirmed at the time of booking. Any additional work requested on the day may be accepted at our discretion and may result in extra charges. These terms should be read in full as part of the overall arrangement for a Strand Removals service.

We may update these terms from time to time. The version in force at the time of booking will normally apply to that booking unless a later version is agreed in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. Nothing in these terms affects your statutory rights where they apply under UK consumer law.

Booking Process

A booking is only considered confirmed once we have accepted your request and issued confirmation in writing, by email, message, or another agreed form of communication. A quotation is generally based on the information you provide, including the nature of the items, access conditions, travel distance, dates, timing, and any special handling requirements. If the details change after the quotation is given, Strand Removals reserves the right to revise the price, adjust the staffing plan, or decline the booking if the revised job falls outside the original scope.

The customer must provide accurate and complete information at the time of booking. This includes details of any heavy, fragile, valuable, oversized, hazardous, or difficult-to-access items, as well as stairs, narrow entrances, parking restrictions, lift limitations, or other conditions that may affect the service. If the information provided is incomplete or incorrect, any resulting delay, extra labour, equipment needs, or additional travel may be charged to the customer. We may also suspend or amend the job if the conditions present a safety risk or make completion impractical within the agreed terms.

The customer is responsible for ensuring that they have the right to move the items being transported and, where relevant, the authority to arrange access at both collection and delivery locations. Any booking made on behalf of a business, landlord, agent, or other third party is deemed to be authorised by that party. We may request further verification or written confirmation before accepting a booking, especially where the job involves storage handovers, multi-stop collections, or items belonging to a third party.

Payments and Charges

Prices are based on the quotation issued and may be fixed, estimated, hourly, or a combination of these, depending on the service agreed. Unless stated otherwise, all prices are exclusive of any extra services requested after booking, such as dismantling, reassembly, packing materials, waiting time, extra journeys, waste handling, or difficult access surcharges. If the work exceeds the original estimate because of factors outside our control or because the customer has supplied incomplete information, additional charges may apply.

Payment terms will be confirmed at the time of booking or before the service begins. In most cases, payment is due on completion unless an invoice arrangement has been agreed in advance. For business customers or larger projects, part-payment, deposits, or staged payments may be required. We may also request a deposit to secure the booking, and where a deposit is taken it may be non-refundable in the circumstances set out in the cancellation section below. Failure to pay on time may result in charges for recovery action, interest where permitted by law, and suspension of any future services.

The customer must ensure that payment methods provided are valid and that sufficient funds are available. If a payment is reversed, declined, challenged, or found to be fraudulent, we reserve the right to recover the outstanding amount together with any associated bank or administrative fees. Title to any goods supplied by us, including packing materials, remains with Strand Removals until paid for in full where such retention is permitted by law.

Cancellations, Rescheduling, and Delays

Requests to cancel or reschedule a booking should be made as early as possible. Because removal work requires planning, staffing, and vehicle allocation, cancellation charges may apply depending on the notice provided and the costs already incurred by us. Where a deposit has been paid, it may be retained in whole or in part to cover administrative work, scheduling losses, and preparation costs. If the cancellation is made very close to the scheduled date, or after work has begun, the full service charge may still be payable.

We may cancel or postpone a booking where circumstances beyond our reasonable control prevent us from carrying out the service safely or lawfully. This may include severe weather, vehicle breakdown, staff illness, traffic disruption, road closures, unsafe access, or problems at the collection or delivery address. In such cases, we will aim to offer an alternative date or a revised plan, but we will not be responsible for losses caused by delay where those delays arise from factors outside our control. The customer should also recognise that access issues, parking restrictions, and incomplete premises readiness can affect timing and may lead to additional waiting or return visit charges.

If the customer is not ready for collection or delivery at the agreed time, or if the access route is unsuitable or unsafe, we may treat the job as delayed or cancelled by the customer. In those circumstances, waiting time, wasted travel, redelivery, or reattendance may be charged. We recommend that the customer ensures all items are packed, accessible, labelled where necessary, and ready for removal before the agreed arrival time. Strand Removals may, at its discretion, allow limited adjustments on the day, but this does not waive our right to recover reasonable extra costs.

Liability and Risk

We will carry out the service with reasonable skill and care. However, the customer understands that removal work can involve handling heavy objects, restricted spaces, and items that may be fragile or already weakened. Unless caused by our negligence or breach of contract, we are not liable for pre-existing damage, wear and tear, hidden defects, or damage resulting from unsuitable packing, incorrect labelling, overloading, or the nature of the item itself. The customer is responsible for identifying items that require special care and for ensuring that valuable or delicate possessions are appropriately protected.

Where we agree to move items that the customer has packed, the customer accepts responsibility for the adequacy of the packing unless damage is directly caused by our handling. Likewise, if the customer or a third party assists with lifting, packing, loading, unloading, or directing the move, we are not responsible for loss or damage arising from that assistance unless it was caused by our proven negligence. It is the customer’s duty to remove cash, jewellery, documents, medicines, and other personal valuables from items being moved, as such items should not be left within boxes, bags, or furniture unless we have agreed otherwise in writing.

To the fullest extent permitted by law, Strand Removals will not be liable for indirect or consequential losses such as loss of profit, loss of business, missed deadlines, emotional distress, or loss of opportunity. Our total liability for any claim arising from a service will not exceed the amount paid or payable for the specific service giving rise to the claim, except where liability cannot lawfully be limited or excluded. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other matter that cannot be excluded under UK law.

Waste Regulations and Unwanted Items

If the service includes the removal of unwanted items, furniture, packaging, white goods, or other waste, the customer must clearly state this at the time of booking. Strand Removals will only handle waste in accordance with applicable UK waste regulations and will not collect or transport items that are prohibited, hazardous, illegally dumped, or otherwise unsuitable for removal without prior agreement. Waste may include general household rubbish, bulky items, or other agreed non-hazardous materials, but not chemicals, asbestos, clinical waste, pressurised containers, or other regulated materials unless a separate lawful arrangement is in place.

The customer confirms that any waste presented for collection belongs to them or that they have the lawful right to arrange its removal. Where relevant, the customer must provide accurate descriptions of the waste so that it can be classified and handled properly. We may refuse to remove items if we believe they are unsafe, contaminated, improperly declared, or non-compliant with waste rules. In some cases, we may require further information or documentation before accepting the material. If the customer misdescribes waste or requests disposal of prohibited items, any resulting costs, penalties, or delays may be charged to the customer.

Where waste is collected, we may transport it to an authorised transfer station, recycling facility, reuse outlet, or licensed disposal site, depending on the nature of the material and the service arranged. The customer agrees that we may separate reusable or recyclable materials where appropriate. Any documents, soft furnishings, electrical goods, or items with data-bearing components should be cleared by the customer before collection. We accept no liability for items left in waste unless their retention was specifically agreed.

Customer Responsibilities

The customer must ensure that the premises are reasonably ready for the agreed service and that pathways, stairwells, parking areas, and loading points are accessible. Pets, children, and other hazards should be kept clear of work areas for safety. The customer should also notify us in advance of any items requiring permits, building management approval, service lifts, or special handling. If keys, codes, or access instructions are needed, these must be provided in good time.

The customer is responsible for securing any necessary permissions from landlords, neighbours, managing agents, local authorities, or other third parties where access, parking, or moving restrictions apply. If permits, suspension notices, or private parking arrangements are required, it remains the customer’s responsibility to obtain them unless we have expressly agreed to do so. Failure to secure adequate access may result in delays, additional costs, or cancellation at the customer’s expense.

Customers must also ensure that items are not overloaded, structurally unsafe, or unsuitable for transport. We may decline to move items that we believe are too heavy, dangerous, unstable, or likely to damage property, equipment, or our staff. In such cases, we may propose an alternative method or exclude the item from the service. Any decision made by our team on safety grounds will be final for the purposes of that visit.

Insurance and Claims

We maintain insurance arrangements appropriate to the nature of our services, but insurance does not cover every possible loss. The customer is advised to maintain their own insurance for goods in transit, property contents, and any high-value or irreplaceable items. If damage or loss is alleged, the customer must notify us as soon as reasonably possible and provide evidence, including photographs, item descriptions, purchase information where available, and details of the circumstances. Claims may be rejected if the customer fails to report the issue promptly or if the item was packed by the customer and the loss arose from inadequate packing.

Any claim must relate only to the service provided by Strand Removals and must be supported by reasonable evidence. We may inspect the items, packaging, access conditions, and related documentation before deciding whether liability applies. Minor marks, scuffs, or incidental damage arising from the normal movement of goods in confined spaces may not amount to a breach unless caused by negligence. Our investigation and resolution process does not mean that liability is admitted.

Governing Law

These Terms and Conditions and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. If the customer is based in Scotland or Northern Ireland, mandatory local consumer protections may continue to apply where required by law, but the overall interpretation of the service terms will be governed by the applicable UK legal framework. The parties agree that the courts of England and Wales shall have jurisdiction, except where consumer law provides otherwise.

We reserve the right to transfer, assign, or subcontract parts of the service where appropriate, provided this does not materially reduce the standard of care owed to the customer. Any failure by Strand Removals to enforce a right or provision under these terms shall not be taken as a waiver of that right. Headings are included for convenience only and do not affect interpretation. If there is any conflict between these terms and a written quotation or service confirmation, the written confirmation will apply to the extent of the inconsistency.

By using our service, the customer acknowledges that removal work involves practical risks and that reasonable cooperation is required from all parties to achieve a smooth outcome. These Terms and Conditions are intended to define that cooperation clearly, so that a Strand Removals service agreement operates on transparent and lawful terms. The final paragraph is included to confirm that the contract, including any agreed extras, payment obligations, and service limitations, remains governed by the terms stated above and by the applicable law of the UK.