Terms and Conditions for Pimlico Movers

These Terms and Conditions set out the basis on which Pimlico Movers provides moving, packing, loading, unloading, transport, and related house removal services to customers in the UK. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. They are designed to explain how a move booking is accepted, how payments are handled, what happens if plans change, and where responsibility lies if something goes wrong.

Throughout these terms, references to “we”, “us”, and “our” mean Pimlico Movers. References to “you” and “your” mean the customer, client, or person requesting the service. These terms apply whether you book a full home removal, a partial move, a man and van service, packing assistance, furniture handling, or another moving service offered by us. If additional written conditions are agreed for a specific job, those conditions will apply alongside these terms unless they directly conflict, in which case the specific written agreement will take priority.

We reserve the right to refuse a booking, amend a quotation, or cancel a service where the information provided is incomplete, inaccurate, or misleading, or where carrying out the work would be unsafe, unlawful, or impractical. Any quotation provided by Pimlico Movers is based on the information available at the time and may be revised if the scope, access conditions, volume, weight, distance, or timing of the move changes.

Booking Process

To secure a moving service, you must provide accurate details about the collection and delivery addresses, access arrangements, expected volume of items, parking restrictions, timing requirements, and any special handling needs. This information is essential for an accurate quotation and for planning the team, vehicle, and equipment. A booking is only confirmed when we have accepted your request and, where required, received any deposit or advance payment stated in the quotation. Until confirmation is issued, no date or time should be regarded as reserved.

Once a booking is accepted, we will usually send a written confirmation summarising the agreed service, schedule, price, and any assumptions on which the quotation was based. It is your responsibility to review this confirmation promptly and notify us of any errors. If you request additional services after the booking has been confirmed, such as extra packing, dismantling, reassembly, storage handling, or a larger vehicle, those changes may result in a revised price and amended schedule.

We may ask for evidence of identity, proof of address, or other reasonable information before or during the booking process where needed for security, fraud prevention, or operational reasons. You must ensure that someone aged 18 or over is present at both the collection and delivery locations, unless we have agreed otherwise in writing. If no suitable person is available, we may be unable to complete the move and additional charges may apply for waiting time, storage, aborted attendance, or re-delivery.

Payments

Unless agreed otherwise in writing, payment terms will be shown on the quotation or booking confirmation. We may require a deposit to secure your removal service, with the balance payable before unloading, on completion, or by another stated deadline. Prices may be quoted as fixed prices or estimated prices depending on the information available. A fixed price applies only to the scope and conditions described in the booking. If the actual work differs from what was originally described, we may charge for the additional time, labour, vehicle use, materials, or access difficulties.

Accepted payment methods may include bank transfer, debit card, credit card, or other methods communicated at the time of booking. Any fees charged by a bank or payment provider in relation to failed, reversed, or delayed payments remain your responsibility. If payment is not made when due, we may charge reasonable administrative costs and may suspend further services until the account is settled. We also reserve the right to retain goods lawfully where permitted by law until outstanding sums are paid.

All prices are stated in pounds sterling unless otherwise specified and may be subject to VAT where applicable. If a quotation includes packing materials, storage, specialist lifting, or out-of-hours attendance, these items will be charged as described in the booking confirmation. Where a move takes longer than expected due to circumstances outside our control, such as restricted access, traffic delays, lift failure, waiting for keys, or delays caused by third parties, additional charges may be incurred. We will make reasonable efforts to explain any such charges before they are applied.

Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us notice as soon as possible. Cancellation charges may apply depending on how much notice is given, whether staff and vehicles have already been assigned, and whether any materials or subcontracted services have been arranged. If you cancel after we have started work, or if the move is aborted because access is not available or the property is not ready, you may be charged for time spent, travel, fuel, and any other reasonable costs already incurred.

Where a booking is postponed, we will try to agree a new date, but availability cannot be guaranteed. Any deposit already paid may be transferred to the new date at our discretion, subject to our schedule and the status of any price changes. If the rescheduled date falls into a different rate period or requires different resources, the price may be adjusted accordingly. We may also cancel or postpone a service due to events outside our control, including severe weather, road closures, vehicle breakdown, staff illness, accidents, or legal restrictions. In such cases, we will aim to offer an alternative date or time.

If we are delayed because of circumstances beyond our control, we will not be liable for losses caused by the delay, although we will act reasonably to minimise disruption. If you are not ready when we arrive, we may charge waiting time at the applicable rate. If the delay becomes significant, we may need to leave the site and treat the booking as aborted. Any costs reasonably incurred in returning on a later date may be added to your invoice.

Liability and Customer Responsibilities

We will exercise reasonable care and skill in providing Pimlico Movers services. However, removals involve handling heavy, fragile, and valuable items in changing conditions, and some risk is unavoidable. You must ensure that items are suitably packed unless packing has been expressly included in the service. Unless we have agreed to pack an item, we are not responsible for damage caused by insufficient packaging, pre-existing defects, concealed weaknesses, or items that are inherently fragile or unstable.

Our liability for loss or damage is limited to direct loss only and, where permitted by law, may be subject to a cap linked to the fee paid for the service or to the value declared in writing before the move. We do not accept liability for indirect or consequential losses, including loss of profit, loss of earnings, missed appointments, emotional distress, or loss arising from delay. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

Before the move, you must remove or secure items that are prohibited, dangerous, or unsuitable for transport, including hazardous substances, explosives, pressurised containers, perishable goods, live animals, and illegal items. You must also ensure drawers are emptied where necessary, appliances are disconnected safely, and access routes are clear. If any item is unusually heavy, valuable, or requires special handling, you must tell us in advance. Failure to do so may mean we refuse to move the item or exclude it from liability.

Risk, Claims, and Insurance

Risk in the goods generally passes to you once items are loaded, except where loss or damage arises from our proven negligence. You should consider arranging your own insurance cover for high-value possessions, artwork, antiques, collectibles, or items with sentimental significance. Any insurance we arrange or mention is subject to its own policy terms and exclusions. We are not responsible for insufficient insurance cover where the item’s value was not disclosed or where the risk was not accepted in writing.

If you believe items have been lost or damaged, you must notify us within a reasonable time and provide supporting evidence, including photographs, item descriptions, and any relevant purchase or valuation documents. We may inspect the goods, packaging, and location before deciding whether liability applies. You must not dispose of damaged items before we have had a fair chance to investigate, unless retaining them would create a safety issue or is otherwise required.

Any claim must be limited to the affected item and the direct loss that is reasonably foreseeable. We may repair, replace, or compensate at our option, subject to the terms of any applicable insurance or statutory obligation. To the fullest extent allowed by law, our total liability for any claim arising from a single booking shall not exceed the amount paid or payable for that booking, unless a higher limit has been expressly agreed in writing.

Waste Regulations and Disposal

Where the service includes removal of unwanted items, packaging, or general rubbish, the customer remains responsible for ensuring that the waste is lawful to collect and dispose of. We only handle waste in accordance with applicable UK waste regulations and may refuse any item that is contaminated, hazardous, or classed as controlled waste without prior agreement. If we collect waste as part of a removal job, it may be transferred to a licensed facility, reuse channel, recycling stream, or other lawful destination depending on the nature of the material.

You must not ask us to transport or dispose of asbestos, clinical waste, gas bottles, solvents, oils, chemicals, electrical waste requiring special treatment unless agreed, or any item that requires a specialist permit or licensed handler beyond the scope of the service. If restricted waste is discovered after attendance has begun, we may stop work, remove only the safe and lawful material, and charge for time already spent. Any additional handling fees, disposal costs, or permit-related charges caused by undeclared waste will be payable by you.

By requesting removal of waste items, you confirm that you are the owner of the waste or are authorised to arrange its disposal and that the waste has not been mixed with prohibited materials. You also agree to provide accurate information about the source and contents of the waste where necessary. We may require you to separate waste streams or to retain specific items if they cannot lawfully be accepted. We will comply with applicable environmental and duty-of-care obligations, and you agree not to ask us to breach them.

Access, Parking, and Site Conditions

You are responsible for arranging reasonable access to the property, including permissions, permits, security codes, parking arrangements, lift access, and any prior notifications required by building management. If parking charges, penalties, or access fees are incurred because suitable arrangements were not made, those costs will be added to your invoice. You must tell us in advance about narrow stairs, long carrying distances, fragile flooring, low ceilings, restricted turning areas, or any feature that may affect the safe completion of the move.

We may decline to carry items where the route is unsafe, equipment is unsuitable, or a risk to people or property would be unacceptably high. If we decide that a safe carry cannot be completed, we may suggest an alternative method, but we are not obliged to proceed if doing so would breach our safety procedures or insurance requirements. You should protect floors, walls, and communal areas if the building rules require it. Unless agreed in writing, we do not accept responsibility for pre-existing marks, wear, or damage to surfaces that are already vulnerable or inadequately protected.

Where the move requires dismantling or reassembly, we will do so using reasonable care, but we are not responsible for defects in furniture, missing fixings, poor-quality manufacturing, or items that are not designed for repeated assembly. Any instruction given by you that conflicts with safety or manufacturer guidance may be refused. If you request that we continue despite a warning, you accept the risk associated with that instruction to the extent permitted by law.

Variation of Terms, Data, and Governing Law

We may update these terms from time to time to reflect changes in law, operating procedures, or service structure. The version in force at the time your booking is confirmed will usually apply to that booking, unless a later version is required by law or has been agreed with you in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Any personal information provided during the booking and performance of the service will be handled in line with applicable data protection laws and our privacy arrangements, where relevant. We will use your information only for legitimate business purposes connected with the quotation, booking, delivery, administration, payment processing, dispute handling, and legal compliance. You agree that we may keep records of communications, quotes, invoices, and service notes for these purposes.

The contract between you and Pimlico Movers is governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the service, or the booking shall be subject to the exclusive jurisdiction of the courts of England and Wales. These terms constitute the entire agreement between the parties in relation to the service, except where additional written conditions have been expressly agreed.