Terms and Conditions

Pimlico Movers Service Terms and Conditions

These Terms and Conditions set out the basis on which Pimlico Movers provides removal and associated services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Agreement means the contract between you and Pimlico Movers for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation we issue.

We, us or our means Pimlico Movers.

You or your means the person, firm or company who requests our services and is named as the customer on the booking or quotation.

Services means removal, packing, loading, transport, unloading, unpacking, storage, and any related services that we agree in writing to supply.

Goods means the items that we have agreed to move, handle, store, or otherwise deal with as part of the services.

Service area means the geographic locations within the United Kingdom in which we agree to provide services from time to time.

2. Quotations

All quotations are provided on the basis of the information you supply to us. Quotations are not binding if the information supplied is incomplete, inaccurate, or changes before the services commence.

Unless stated otherwise, our quotations:

Include the cost of labour, vehicles, and standard equipment necessary to carry out the agreed services within our service area during normal working hours.

Exclude additional charges for waiting time, parking, permits, tolls, congestion charges, ferry fees, customs charges, and any third-party fees or charges. These may be added to your final invoice if applicable.

Are valid for a limited period from the date of issue. We reserve the right to withdraw or amend any quotation before it is accepted by you in writing.

Do not include dismantling or reassembling furniture, disconnecting or reconnecting appliances, packing or unpacking, or handling unusually heavy, fragile or valuable items unless specifically stated.

3. Booking Process

A booking is only confirmed when:

You have accepted our quotation in writing or through an approved digital acceptance method; and

We have acknowledged acceptance and issued a booking confirmation; and

Any required deposit or advance payment has been received by us in cleared funds.

It is your responsibility to ensure that all details in the booking confirmation are accurate, including dates, addresses, access information, and the scope of services. Any discrepancies must be notified to us immediately. Changes requested after confirmation may be treated as a variation and may result in additional charges or a revised quotation.

We reserve the right to decline or cancel a booking at our discretion, for example where access is unsafe, the nature of the goods is unsuitable, or where we reasonably believe our staff or property may be at risk.

4. Access, Parking and Service Area

You are responsible for ensuring suitable access to both the collection and delivery addresses within our service area. This includes making arrangements for parking, access to loading areas, lifts and stairways, and informing us in advance of any restrictions such as narrow roads, low bridges, or vehicle height or weight limits.

If parking or access is restricted and you have not informed us in advance, we may charge additional fees for extra time, labour, or the use of smaller vehicles or specialist equipment. If we are unable to gain safe and legal access, we may treat this as a cancellation by you and apply the relevant cancellation charges.

You are responsible for obtaining and paying for any permits, suspensions or authorisations required for parking or loading. Any parking fines or penalties incurred due to inadequate arrangements may be charged to you.

5. Customer Responsibilities

You agree to:

Ensure that all goods are suitably packed and prepared for transport unless packing services have been agreed.

Label all boxes clearly and ensure that fragile items are identified as such.

Secure or remove any fixtures or fittings that are not to be moved.

Be present, or ensure an authorised representative is present, at collection and delivery to oversee the work and check the premises. If no one is present, we will proceed based on our best judgment and no liability will arise for choices made in your absence.

Ensure that the goods do not include any prohibited or dangerous items, such as explosives, flammable materials, corrosive substances, illegal items, live animals, or perishable goods, unless specifically agreed in writing.

6. Payments and Charges

Unless otherwise agreed in writing, payment terms are as follows:

A deposit or advance payment may be required at the time of booking.

The balance of the charges is payable on or before the day the services are provided.

We may require full payment in cleared funds before unloading the goods at the delivery address.

We accept payment by methods notified to you at the time of booking. You are responsible for any bank charges arising from your chosen payment method.

If payment is not received when due, we reserve the right to:

Charge interest on overdue sums at the statutory rate from the due date until payment is made in full.

Withhold delivery of the goods, or place them into storage at your cost, until payment has been made.

Exercise a lien over the goods until all outstanding amounts, including any storage and administrative charges, have been settled.

7. Cancellations and Postponements

If you wish to cancel or postpone your booking, you must notify us as soon as possible in writing or through an agreed communication method. Our cancellation charges are as follows, unless stated otherwise in your quotation or booking confirmation:

More than seven days before the service date: no cancellation fee, and any deposit may be refunded or transferred, subject to our discretion.

Between seven and two days before the service date: a cancellation fee of up to 50 percent of the quoted price may apply.

Within 48 hours of the service date, or on the day of service: a cancellation fee of up to 100 percent of the quoted price may apply.

If we are unable to carry out the services due to circumstances within your control, such as lack of access, incomplete packing where packing was not booked, or non-payment, this will be treated as a cancellation by you on the day of service.

If we must cancel or postpone due to circumstances within our reasonable control, we will offer an alternative date or a refund of any amounts paid for the affected services. We will not be liable for any consequential loss arising from such cancellation or postponement.

8. Insurance and Liability

We will take reasonable care in handling, packing, transporting and delivering your goods. Our liability for loss or damage to goods is subject to the limitations set out in this Agreement and any applicable insurance cover.

Unless otherwise agreed in writing, our liability for any loss of or damage to goods, however caused, shall not exceed a reasonable replacement cost per item, subject to an overall limit per job. Details of any applicable limits and optional insurance cover will be provided upon request or as part of your quotation.

We will not be liable for:

Loss or damage arising from your failure to pack goods adequately when packing services are not included.

Loss or damage to items that are inherently fragile, of high value, or prone to deterioration, including but not limited to jewellery, cash, documents, artworks, collections, and electronic data, unless we have specifically agreed in writing to handle such items.

Loss or damage caused by normal wear and tear, atmospheric or climatic conditions, infestation, or inherent vice.

Indirect or consequential losses, including loss of profit, loss of use, or loss of enjoyment.

We will not be responsible for any loss or damage unless you can demonstrate that it was caused by our negligence or breach of this Agreement, and you notify us in writing as soon as reasonably practicable, and in any event within seven days of delivery or when you became aware of the loss or damage.

9. Excluded Items

Unless previously agreed in writing, we do not accept for removal, storage or handling:

Perishable goods, plants or food items.

Animals or live organisms.

Explosive, flammable, corrosive, toxic or other hazardous materials.

Illegal items or items obtained unlawfully.

Any item whose possession or transport would cause us to breach any law or regulation.

If such items are found among your goods without our consent, we may remove or dispose of them at your cost and without notice. We shall not be liable for any loss or damage arising from such disposal.

10. Waste Regulations and Disposal

We operate in compliance with applicable waste management and environmental regulations. Our services do not automatically include waste removal or disposal of unwanted items. Where you request the removal or disposal of items as waste, the following terms apply:

We will only transport and dispose of waste through authorised channels and at approved facilities.

Additional charges will apply for waste collection, transport, and disposal, which will be confirmed to you in advance where possible.

You must clearly identify which items are to be kept and which are to be treated as waste. We will not be liable for the disposal of any items that you failed to identify correctly.

We reserve the right to decline the removal of any items that we reasonably believe are hazardous, prohibited, or not suitable for collection or disposal under applicable regulations.

11. Delays and Events Beyond Our Control

We will use reasonable efforts to carry out the services on the agreed dates and within reasonable timeframes. However, we will not be liable for delays or failure to perform our obligations where caused by events beyond our reasonable control, including but not limited to adverse weather, traffic conditions, road closures, accidents, mechanical breakdown, strikes, public emergencies, or acts of authorities.

If such an event occurs, we will notify you as soon as reasonably practicable and arrange a revised schedule where possible. Any additional costs reasonably incurred as a result of such events may be chargeable to you, subject to prior notification where practicable.

12. Complaints and Claims

If you are dissatisfied with any aspect of our services, you should raise the issue with the team leader on site where possible so that we have an opportunity to address it immediately.

Any formal complaints or claims for loss or damage must be submitted to us in writing as soon as reasonably practicable, and in any event within seven days of completing the services or of discovering the issue. You should provide full details, including photographs and supporting evidence where available.

We will investigate and respond within a reasonable time. Where a claim is accepted, our liability will be limited in accordance with these Terms and Conditions and any applicable insurance policy.

13. Data Protection and Privacy

We will collect and process personal data only to the extent necessary to provide our services, manage your booking, take payment, and comply with legal obligations. We will handle your information securely and in accordance with applicable data protection laws.

We may use your contact details to communicate with you about your booking and, where permitted, about related services that may be of interest. You may opt out of non-essential communications at any time by contacting us using the details provided on our website or booking documentation.

14. Subcontracting

We reserve the right to use subcontractors or third-party service providers to carry out all or part of the services. Where we do so, we will remain responsible for the performance of the Agreement and for ensuring that subcontractors meet reasonable standards of skill and care.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Agreement or its subject matter.

16. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Any waiver of a right under this Agreement must be in writing and shall not be deemed a waiver of any subsequent breach or default.

These Terms and Conditions, together with any written quotation and booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions or understandings.

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Agreement with us.