Removals Swisscottage Terms and Conditions
These Terms and Conditions govern the provision of removals services in Swisscottage and related support services supplied by us to our customers in the United Kingdom. By making a booking, confirming an estimate, or permitting our team to begin work, you agree to be bound by the terms set out below. They are designed to create a clear agreement about what is included in the service, how bookings are managed, how payment is taken, and what happens if plans change. For the avoidance of doubt, references to our service, the removals service, or the moving service all mean the same thing unless stated otherwise.
These terms apply to domestic and commercial moves, packing assistance, furniture handling, loading and unloading, and any other agreed logistics support provided in connection with a move. They should be read together with any written quotation, job specification, inventory, or amended instructions accepted before or during the move. If there is any inconsistency between these terms and a specific written agreement signed by both parties, the written agreement will take precedence only to the extent of that inconsistency.
We reserve the right to update these terms from time to time, including where changes are required by law, safety practice, insurance requirements, or operational needs. The version in force at the time of your booking will normally apply to that booking unless a later version is expressly agreed in writing. Any update will not affect a completed service retrospectively, but it may apply to future bookings made after the update date.
Booking Process
A booking is usually made after we provide an estimate based on the information you supply about the property, access conditions, volume of items, parking arrangements, timing, and any specialist handling requirements. The estimate may be fixed, subject to survey, or based on hourly or daily rates depending on the nature of the work. To ensure an accurate removals quote, you must provide complete and truthful details, including any items requiring dismantling, lifting equipment, storage transfer, or extra labour. Failure to disclose relevant information may lead to revised charges, delay, or refusal to carry out the work if it is unsafe or impractical to proceed as planned.
Once you accept the quotation, we may request confirmation in writing, by email, or through another recorded method. A booking is confirmed only when we acknowledge acceptance and, where required, receive any agreed deposit or advance payment. Until confirmation is issued, dates and times are not guaranteed. We may also ask you to appoint a responsible adult to make decisions on the day of the move, particularly where keys, access codes, or handover timing may affect the schedule. For Swisscottage removals and all other removals services, any special requirements must be disclosed before booking so that we can allocate the right crew, vehicle size, and equipment.
We may refuse, pause, or cancel a booking where the information supplied is inaccurate, incomplete, or inconsistent with the actual circumstances encountered on site. This includes, without limitation, situations where access is narrower than described, items are heavier than stated, or parking and loading restrictions prevent safe operation. If additional work is requested after booking, such as extra stops, unpacking, or disposal of unwanted items, these may be treated as a variation to the original agreement and charged separately. 
Any variation must be agreed before the additional work is carried out, unless immediate action is needed to protect people or property.
Payments and Charges
All charges are set out in the quotation or booking confirmation and may include labour, vehicle use, fuel, tolls, congestion or parking charges, materials, specialist equipment, and VAT where applicable. Unless we agree otherwise in writing, payment terms require the balance to be settled on completion of the service on the day of the move. We may also require a deposit to secure availability, particularly during peak periods or for large removals. Deposits are normally non-refundable except where we cancel the booking without cause or where mandatory consumer rights apply.
We accept payment methods stated at the point of booking. If payment is made by bank transfer, the funds must clear before the booking date or by any deadline we specify. If payment is taken by card, you authorise us to collect the agreed amounts, including any approved additional charges arising from variations, waiting time, or recovery of costs due to incorrect information supplied by you. We may charge interest or reasonable recovery costs on overdue sums in line with applicable UK law where a payment is missed or a transaction is reversed without lawful reason.
Where a job is priced by the hour or by attendance time, the minimum charge, call-out fee, or overtime threshold will be explained in advance where applicable. Time may be counted from the crew’s arrival at the agreed starting point until the job is completed, subject to reasonable breaks and any stoppages outside our control. Additional charges may apply for delays caused by you, your agents, building management, or access problems not caused by us. We will keep records of time, work undertaken, and materials supplied so that billing can be verified if a dispute arises.
Cancellations, Postponements and Amendments
You may cancel or reschedule a booking by notifying us as early as possible. Cancellation fees may apply depending on how much notice is given, whether staff and vehicles have already been assigned, and whether third-party costs have been incurred. If you cancel at short notice, particularly on or near the move date, we may charge part or all of the agreed fee to reflect lost availability and unavoidable preparation costs. Any refund of a deposit will be calculated after subtracting applicable cancellation charges and documented expenses.
We may cancel or postpone a booking if there is a safety concern, a risk of damage to property, severe weather affecting transport, staff illness, vehicle breakdown, failure to obtain necessary parking arrangements, or any other event beyond our reasonable control. Where possible, we will offer an alternative time or date. If we are unable to perform the service because of our own fault, and no suitable alternative can be arranged, we will refund any sums paid for the unperformed portion of the service. Except where required by law, we will not be liable for indirect losses arising solely from the need to move at a later date.
Amendments requested by you after confirmation, such as changes to the inventory, access route, collection or delivery address, or the addition of further stops, may affect the price and availability of the service. We will confirm revised charges where time permits. If the change materially alters the job, we may treat it as a new booking. Flexible scheduling is always subject to crew availability, vehicle planning, and operational safety requirements. In all cases, we will act reasonably and in good faith when considering amendment requests.
Liability, Insurance and Customer Responsibilities
We will exercise reasonable care and skill in providing the removals service. However, liability is limited to loss or damage caused by our negligence, breach of contract, or failure to take reasonable precautions. We are not responsible for pre-existing damage, ordinary wear and tear, defects in items, or losses caused by inadequate packing by you unless we have expressly agreed to pack those items ourselves. Where we handle fragile, high-value, antique, or irreplaceable items, you must tell us in advance so that appropriate precautions can be discussed and documented.
You are responsible for ensuring that items are properly prepared for transit unless packing has been included in the agreed service. This includes securing loose parts, emptying suitable containers, disconnecting appliances if requested and safe to do so, and removing personal data or valuables from furniture, drawers, devices, and cabinets. We may refuse to transport items that are unsafe, prohibited, or likely to cause injury or damage. You must also ensure that the property is accessible, that parking or access permissions are in place, and that any keys, codes, or authorisations needed to complete the move are available when required.
Our liability for loss or damage will, where permitted by law, be capped at the amount specified in the relevant quotation, booking terms, or applicable insurance cover, whichever is lower or otherwise stated in writing. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded under UK law. Claims must be reported promptly and supported by reasonable evidence, including photographs, item details, and a description of the circumstances. Any damaged item should, where safe and practical, be retained for inspection.
Waste, Disposal and Environmental Compliance
Where our removals services include the collection or disposal of unwanted items, all waste handling will be carried out in accordance with applicable UK waste regulations and duty of care obligations. We will not remove hazardous waste, clinical waste, asbestos, chemicals, pressurised containers, batteries that require specialist disposal, or other regulated materials unless this has been specifically agreed in advance and can be lawfully transported and disposed of. You must accurately describe any waste items before the booking so that we can determine whether collection is permitted and what special arrangements, if any, are required.
If we agree to dispose of general household or commercial waste on your behalf, title to those items transfers to us only once they are accepted for lawful disposal under the agreed arrangement. You must not include prohibited materials within mixed loads unless we have approved that in advance. If prohibited items are discovered during loading, we may refuse to take them, isolate them, or return them to you at your expense. You remain responsible for making sure that the waste presented for collection is lawful, properly separated where required, and not contaminated with restricted substances.
We aim to prioritise reuse, recycling, and responsible routing to licensed facilities where possible. However, any environmental or recycling method we use will depend on item condition, facility availability, and legal requirements at the time of disposal. If you request proof of disposal, we may provide reasonable documentation where available. You acknowledge that waste legislation may change and that compliance measures may be adjusted accordingly. 
Our agreement does not permit illegal dumping, fly-tipping, or disposal contrary to licensing conditions, and any instruction from a customer to do so will be rejected.
Delays, Access Problems and Unforeseen Events
We will make reasonable efforts to arrive within the agreed collection window, but exact times may be affected by traffic, weather, prior delays, vehicle issues, or events outside our control. If we are delayed, we will act proportionately and keep the disruption to a minimum. Similarly, if you are unable to provide access, keys, or instructions when the crew arrives, waiting time may be charged and the schedule may be adjusted. If access remains unavailable for a prolonged period, we may treat the booking as cancelled by you and apply the relevant charges.
We are not liable for failure or delay caused by events beyond our reasonable control, including but not limited to fire, flood, adverse weather, road closure, industrial action, government restriction, public utility failure, or emergency incidents. In such cases, our obligations will be suspended for the duration of the event and resumed as soon as reasonably practicable. If performance becomes impossible, unsafe, or unlawful, we may terminate the booking without further liability except for refunding any amount due for work not carried out, subject to deductions already properly incurred.
If members of the household, building staff, or third parties interfere with the move, provide conflicting instructions, or create safety risks, we may stop work until the issue is resolved. Any resulting delay, reattendance, or extra labour may be chargeable. We may also decide not to move items if doing so would risk injury, exceed safe lifting limits, damage property, or breach access conditions. Our team’s decision on site regarding safety is final for the purpose of immediate operational control, without prejudice to any later complaint process.
General Legal Terms
These terms form part of the contract between you and us and are intended to be fair and transparent. If any part of these terms is found unenforceable, the remaining provisions will continue in effect. No failure or delay by us in exercising any right will operate as a waiver of that right. You may not transfer your rights or obligations under the booking without our written consent. We may assign or subcontract part of the service where necessary to perform the work efficiently, provided that doing so does not materially reduce the standards promised.
All notices relating to the booking should be made in a durable form where possible, such as written correspondence or recorded electronic communication, so that the content and timing can be verified. Verbal changes may be acted on during the move for practical reasons, but they should be followed by written confirmation where time allows. The headings in these terms are for convenience only and do not affect interpretation. Any reference to a person includes an individual, company, partnership, or other legal entity as the context requires.
These Removals Swisscottage terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, these terms, or any related booking will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise. By using our removals services, you confirm that you have read, understood, and agreed to these terms in full. You are encouraged to retain a copy for your records and to refer back to it if your arrangements change.