Queens Park Movers Service Terms and Conditions
These Terms and Conditions set out the basis on which Queens Park Movers provides moving, packing, loading, unloading, transport, and related relocation services. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. For clarity, references to we, us, or our mean Queens Park Movers, and references to you or your mean the customer, client, or person placing the booking.
These conditions apply to domestic and commercial removals, single-item transport, packing support, furniture handling, and any additional services arranged as part of the move. They are intended to ensure a clear and fair agreement for both sides. Nothing in these terms limits any rights you may have under applicable consumer law, except where such limits are permitted by law.
By proceeding with a booking, you confirm that you have the authority to accept these terms on behalf of yourself and, where relevant, any other person or business involved in the move. You also confirm that the information you provide is accurate and complete. If any details change after booking, you must notify us promptly so we can assess whether the service can still be delivered as agreed.
1. Booking Process
All bookings are subject to availability and are only confirmed once we have accepted your request. A quote may be provided after we have reviewed the details of the move, including location, access, item volume, timing, and any special handling requirements. Quotes are normally based on the information supplied at the time of enquiry. If that information changes, the price and service plan may also change.
To complete a booking, you may be asked to provide your name, address, collection and delivery details, preferred dates, inventory information, and any access restrictions. We may also request photographs, floor plans, or additional descriptions where needed. Acceptance of a quote does not always mean a fixed service slot has been secured until we issue a final booking confirmation.
We reserve the right to refuse or cancel a booking where we believe the move would be unsafe, unlawful, impractical, or outside our service capability. This includes situations involving excessive goods, unsafe access, prohibited waste, undeclared hazardous items, or inaccurate information supplied by the customer. In such cases, any deposit already paid will be handled in accordance with the cancellation terms below.
2. Service Standards and Customer Responsibilities
You must ensure that all items to be moved are properly packed unless we have agreed to provide packing as part of the service. Fragile items should be labelled clearly, and high-value goods should be declared in advance. We are entitled to rely on the inventory and instructions supplied by you. If items are omitted from the list or packed insecurely, delays, damage, or refusal of service may result.
You are responsible for securing parking, access permissions, lift use, loading bay arrangements, keys, and any building management approvals unless we expressly agree otherwise. If delays occur because access is unavailable, restricted, or incorrectly arranged, we may charge for waiting time, aborted attendance, or additional labour. You must also ensure that children, pets, and unauthorised persons do not interfere with the move.
Queens Park Movers will use reasonable care and skill in providing the service, but moving work depends heavily on conditions at the property and the accuracy of the information supplied. We may decline to handle items that are too heavy, too large, structurally unsafe, or unsuitable for transport without specialist equipment. If we identify such issues on arrival, we may adjust the service, charge extra, or suspend work where necessary for health and safety.
3. Payments
Payment terms will be stated in the quote or booking confirmation. Unless agreed otherwise, deposits may be required to secure a booking, and the balance must be paid before or upon completion of the service. We may accept payment by bank transfer, debit card, credit card, or another approved method. Any payment processing charges will be disclosed where applicable and permitted by law.
All prices are based on the scope of work agreed at the time of booking. If the move takes longer than expected because of extra goods, poor access, waiting time, additional stops, or changes requested by you, we may apply reasonable additional charges. Where an hourly rate applies, billing may be calculated in agreed increments. Where a fixed price applies, the quote may be revised only if there is a material change in the scope or conditions of the move.
You must pay all invoices in full and on time. If payment is not received when due, we may suspend the service, withhold delivery, charge interest to the extent permitted by law, and recover reasonable costs associated with collection. We may also retain goods where permitted by law and where a lawful lien or similar right applies. Any disputed invoice amount must be raised promptly and with specific reasons.
4. Cancellations, Amendments, and Rescheduling
You may request to cancel or amend a booking, but any such request must be made as early as possible. Cancellations made close to the move date may attract a charge to cover administration, reserved crew time, and lost availability. The exact amount may depend on how much notice you give and whether we have already incurred costs such as vehicle allocation, labour scheduling, or third-party arrangements.
If you wish to reschedule, we will try to accommodate a new date, subject to availability. However, a rescheduled service may be treated as a cancellation of the original booking and a new booking under revised terms. Any deposit already paid may be transferred at our discretion, provided we have sufficient notice and the new date can be confirmed. Otherwise, cancellation charges may apply.
We may cancel or postpone the service if we are unable to operate due to circumstances beyond our reasonable control, including severe weather, traffic disruption, vehicle breakdown, staff illness, accidents, legal restrictions, or emergencies. In such cases, we will aim to offer an alternative date or a suitable arrangement. We will not be liable for losses that arise solely from such events, except where required by law.
5. Liability and Damage
We take care when handling goods, but moving services involve inherent risks. Our liability is limited to losses caused directly by our negligence, breach of contract, or failure to use reasonable skill and care. We do not accept responsibility for pre-existing damage, items that were not properly packed, ordinary wear and tear, hidden defects, or damage resulting from unavoidable handling risks associated with the nature of the goods.
It is your duty to tell us about particularly valuable, fragile, antique, or sentimental items before the move. If such items are not declared, our liability may be restricted to the standard level applicable to ordinary household goods. Where you require enhanced cover or special handling, this must be agreed in advance. We may refuse to transport certain items unless the conditions are suitable and the item has been properly prepared.
Our total liability for any claim will be limited to the amount permitted by law and, in any event, may not exceed the value of the relevant service or the agreed compensation limit stated in your booking, unless a higher level of liability is specifically agreed in writing. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Any claim must be notified as soon as reasonably possible and supported by evidence such as photographs, item descriptions, and relevant documents.
6. Waste Regulations and Disposal
Where we are asked to remove, transport, or dispose of waste, you must ensure that the waste is described accurately and lawfully. We only handle waste in accordance with applicable UK waste rules and our own operating procedures. We will not collect or transport prohibited, hazardous, contaminated, or unlawful materials unless we have expressly agreed to do so and are legally permitted to do so.
You remain responsible for declaring the contents of any waste, particularly if it includes electrical items, paint, chemicals, sharp objects, batteries, appliances, or materials that may require specialist handling. If undeclared waste is discovered, we may refuse collection, separate the items, or apply additional charges. If we reasonably believe the waste has been misdescribed or illegally presented, we may end the service without refund for the affected element.
Where waste is removed as part of the service, it may be taken to authorised disposal, recycling, or transfer facilities, and records may be retained where required by law. We may also request documentation from you if needed to demonstrate lawful transfer. You agree not to use our service to dispose of items that are fly-tipped, stolen, illegally dumped, or otherwise not lawfully in your possession.
7. Storage, Delayed Delivery, and Uncollected Goods
If delivery is delayed because you are unavailable, access is blocked, or goods cannot reasonably be accepted at the destination, we may store the items temporarily at your risk and expense, or return them to a suitable location. Any storage, redelivery, or additional handling charges will be payable by you. We will try to act reasonably and communicate any issue as soon as practicable.
Where goods remain uncollected, undeliverable, or unpaid for beyond a reasonable period, we may take steps permitted by law to recover costs or otherwise deal with the items. This may include storage charges, disposal, or sale of goods in limited circumstances where lawful. We will usually provide notice before taking such action, but we are not responsible for losses caused by your failure to make arrangements.
Please note that delays caused by incomplete instructions, missing keys, building restrictions, or inaccurate addresses are treated as customer-side delays and may result in additional charges. To avoid complications, you should check all details carefully before the moving date and ensure that someone with authority is present or reachable during the service window.
We are not liable for losses caused by events outside our control, including vandalism, civil disturbance, fire, flood, or road closures, except where a claim arises from our failure to act with reasonable care. You must inspect goods on delivery where possible and tell us promptly if you believe loss or damage has occurred. Failure to report concerns promptly may affect our ability to investigate and respond.
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. If you reside elsewhere in the UK, mandatory consumer protections of your place of residence may still apply where required by law. However, the primary governing law for the contract is English law unless stated otherwise in writing.