Terms and Conditions

Soho Movers Terms and Conditions

These Terms and Conditions set out the basis on which Soho Movers provides household and commercial removal, packing, storage handling, and related services within the United Kingdom. By making a booking, accepting a quotation, or allowing our team to begin any work, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below.

1.1 Company, we, us, our means Soho Movers, the provider of removal and related services.

1.2 Customer, you, your means the person, firm, or organisation that requests or accepts our quotation or otherwise engages our services.

1.3 Services means any removal, packing, unpacking, loading, unloading, transport, handling, or associated services provided by us, including where relevant assistance with storage arrangements.

1.4 Goods means any items, furniture, personal effects, equipment, or other property that we move, handle, or store on your instructions.

1.5 Service area means the geographical area within the United Kingdom in which we agree to provide services, as communicated by us from time to time.

2. Scope of Services

2.1 We provide removal and related services for residential and commercial customers within our service area, subject to availability, access, and suitability of the job for our vehicles and personnel.

2.2 Unless expressly agreed in writing, our services do not include disconnection or reconnection of appliances, dismantling or reassembly of complex fixtures, removal of doors or windows, or specialist lifting involving cranes or similar equipment.

2.3 We reserve the right to refuse to move any item that we reasonably consider to be unsafe, illegal, excessively heavy, or likely to cause damage to property, vehicles, or personnel.

3. Booking Process

3.1 You may request a quotation by providing accurate and complete information about the collection and delivery addresses, access conditions, parking arrangements, the nature and volume of goods, any fragile or high value items, and any special requirements such as packing or dismantling.

3.2 Quotations may be given following an in person survey, virtual assessment, or detailed information supplied by you. The quotation is based on the information provided and is subject to change if that information is inaccurate or incomplete.

3.3 A booking is only confirmed when you have accepted our quotation and we have acknowledged acceptance of the booking and the agreed date and time. Provisional dates are not guaranteed until confirmed by us.

3.4 You are responsible for ensuring that any required parking suspensions, permits, or access permissions at both collection and delivery locations are in place unless we have explicitly agreed in writing to arrange these on your behalf. Any additional costs, fines, or penalties incurred due to lack of permission or access will be chargeable to you.

3.5 We may refuse or cancel any booking where we reasonably believe there is a risk to health and safety, a risk of criminal activity, or abuse toward our staff.

4. Estimates, Quotations, and Changes

4.1 Unless specifically stated otherwise, our quotation is an estimate based on the information you have supplied and normal access conditions. It may be subject to adjustment if the work takes longer, involves greater volume, or requires additional staff or vehicles.

4.2 We may revise the quotation or make additional charges if:

a the work is not carried out within three months of the quotation date

b you request additional services or changes to the original specification

c access to the collection or delivery addresses is significantly different from that described by you

d there are delays outside our control, including waiting time caused by keys, paperwork, or late access to the property

e there are additional flights of stairs, long carrying distances, or use of lifts not previously disclosed.

4.3 Where reasonably practicable, we will inform you in advance of any increase in charges. If this is not possible, we will advise you as soon as reasonably possible after the additional work has been identified.

5. Customer Responsibilities

5.1 You must ensure that your goods are properly packed and prepared for transport, unless you have requested and we have agreed to provide packing services.

5.2 You must remove, or ensure the removal of, all fixtures, fittings, and appliances that you wish us to move, and ensure they are disconnected and drained as necessary.

5.3 You must not include in the goods any items that are hazardous, explosive, corrosive, flammable, perishable, illegal, or otherwise unsuitable for transport or storage, including but not limited to gas cylinders, fuel, paint, chemicals, or prohibited substances.

5.4 You are responsible for securing any necessary consents from landlords, management companies, or local authorities in relation to access, lifts, and parking.

5.5 You must be present, or ensure that an authorised representative is present, at the start and completion of the service to provide instructions, answer questions, and check that the property is clear. If no one is present, we will proceed on a best efforts basis and will not be liable for items left behind or placed in the wrong location.

6. Payments and Charges

6.1 Our quotation will specify the basis of our charges, which may be a fixed price or an hourly rate with a minimum charge. All prices are stated in pounds sterling and may be subject to applicable taxes.

6.2 Unless otherwise agreed, a deposit may be required to secure your booking, with the balance payable prior to or on the day of the move before unloading. For hourly rate bookings, payment is due at the end of the job based on the total time and applicable rates.

6.3 Payment methods accepted will be confirmed during the booking process. We do not accept payment by cash unless this has been explicitly agreed in advance.

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

a suspend or refuse to commence or continue services

b retain possession of goods until all outstanding amounts are paid in full

c charge interest on overdue amounts at the statutory rate permitted under UK law, accruing daily until payment is made in full.

6.5 Any additional charges arising from changes to the booking, waiting time, parking, tolls, congestion or clean air zone charges, or extra labour will be added to your final invoice.

7. Cancellations and Postponements

7.1 You may cancel or postpone your booking by giving us written or verbal notice. The following cancellation charges may apply based on the notice period given.

7.2 If you cancel or postpone more than seven days before the agreed service date, any deposit already paid may be refunded or credited, subject to any non recoverable costs we have incurred.

7.3 If you cancel or postpone within seven days but more than 48 hours before the service date, we may retain part or all of your deposit to cover lost bookings and administration costs.

7.4 If you cancel or postpone within 48 hours of the service date, or on the day of the move, we reserve the right to charge up to 100 percent of the quoted price.

7.5 We may cancel or reschedule a booking where we are unable to provide the service due to circumstances beyond our reasonable control, including severe weather, road closures, vehicle breakdown, staff illness, accidents, or legal restrictions. In such cases, our liability will be limited to refunding any payments received for the affected service or re arranging the service on a mutually agreed date.

8. Access, Parking, and Delays

8.1 You must provide clear and safe access to the property for our vehicles and staff, including stairways, lifts, hallways, and entrances. We are not responsible for damage where access is restricted or unsuitable.

8.2 Any parking fines, tow away costs, or penalties incurred as a direct result of inadequate or incorrect parking arrangements supplied by you will be charged to you.

8.3 If we are delayed or prevented from carrying out our services due to factors outside our reasonable control, including but not limited to waiting for keys, delays in property handover, or poor access, we may charge waiting time at our standard hourly rate.

9. Liability for Loss or Damage

9.1 We will take reasonable care in handling your goods, but we shall only be liable for loss or damage caused by our negligence or breach of contract, subject to the limitations set out in these terms.

9.2 We are not liable for:

a loss or damage arising from your failure to properly pack or protect goods where we have not provided the packing service

b damage to furniture or goods that were already defective, weak, or in poor condition

c minor cosmetic damage, including small scratches, scuffs, or marks reasonably associated with moving large items through tight spaces

d loss of or damage to items packed by you in sealed boxes or containers that we cannot inspect

e loss or damage involving cash, jewellery, watches, valuable documents, artworks, antiques, or other high value items unless we have been notified in writing and have expressly agreed to cover such items.

9.3 Our total liability for loss of or damage to goods, whether arising from negligence or otherwise, shall be limited to a reasonable replacement or repair cost subject to a financial cap per job. Details of this cap will be provided with your quotation or on request.

9.4 We are not liable for any indirect or consequential loss, including loss of profits, loss of enjoyment, or emotional distress arising from delay, loss, or damage to goods.

9.5 You must notify us in writing of any visible loss or damage as soon as reasonably possible and in any event within seven days of the service date. We may inspect the damage before any repair or replacement is undertaken.

10. Property Damage

10.1 We will take reasonable steps to protect floors, walls, and doorways where practicable, but we are not responsible for normal wear and tear or minor marks arising from moving large or heavy items in restricted spaces.

10.2 If our staff cause significant damage to property due to negligence, you must notify us as soon as possible and, where practicable, before the end of the service so that we can inspect the damage. Our liability will be limited to the reasonable cost of repair or making good the damaged area.

11. Waste and Environmental Regulations

11.1 We operate in accordance with applicable UK waste and environmental regulations. We are not licensed to transport or dispose of certain types of waste, including hazardous, clinical, or controlled waste.

11.2 We will only remove items for disposal where this has been expressly agreed as part of the service. Additional charges may apply for disposal, recycling, or special handling.

11.3 You must not request us to dispose of items in any manner that contravenes waste or environmental regulations. We reserve the right to refuse removal of any items that we reasonably believe would breach such regulations.

11.4 Any penalties, fines, or costs incurred as a result of your failure to disclose the nature of items to be disposed of will be recoverable from you.

12. Insurance

12.1 We maintain appropriate liability cover for our operations. This may not replace your own insurance for contents or property, and we recommend that you maintain adequate insurance to cover your goods during the move.

12.2 Acceptance of our services is not conditional on the level of insurance we carry. If you require higher levels of cover for specific items, you should arrange your own additional insurance.

13. Complaints and Dispute Resolution

13.1 If you have any concerns or complaints about our services, you should raise them with us as soon as possible so that we can attempt to resolve the issue promptly.

13.2 We will investigate any complaint in good faith and may request photographs, receipts, or other evidence in order to assess your claim.

13.3 If a dispute cannot be resolved by negotiation, either party may consider independent mediation or legal proceedings, subject to the governing law and jurisdiction clause below.

14. Force Majeure

14.1 We shall not be liable for failure to perform, or delay in performing, any of our obligations where such failure or delay results from events, circumstances, or causes beyond our reasonable control. These may include extreme weather, road closures, industrial action, acts of terrorism, war, pandemic related restrictions, or other unforeseen events.

15. Data Protection and Privacy

15.1 We collect and process personal information about you for the purposes of providing and administering our services, including booking, invoicing, and customer service.

15.2 We will handle your personal data in accordance with applicable UK data protection laws. We will not sell your personal data to third parties, and we will only share it where necessary to provide our services or where required by law.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the services we provide, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

17. General Provisions

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

17.2 No waiver by us of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.

17.3 We may update or amend these Terms and Conditions from time to time. The version applicable to your booking will be the version in force at the time your booking is confirmed.

17.4 These Terms and Conditions, together with any written quotation or confirmation provided to you, constitute the entire agreement between you and us in relation to the services and supersede any prior understanding, promises, or representations.