Soho Movers Service Terms and Conditions

These service terms and conditions set out the basis on which Soho Movers provides moving, packing, lifting, loading, unloading, transport and related logistics services to customers in the UK. By making a booking, confirming a quote, allowing our team to begin work, or otherwise instructing us to provide services, you agree to be bound by these terms. Please read them carefully before placing an order for Soho Movers services.

These terms are intended to apply to domestic and commercial removals, man and van work, furniture moving, item collection, office relocation support, and other agreed transportation services. They are written for a general UK legal audience and are not intended to replace any separate written agreement, estimate, inventory, or job sheet that may be issued for a particular booking. If there is any inconsistency between these terms and a signed written agreement, the written agreement will usually prevail to the extent of that inconsistency.

In these terms, references to “we”, “us” and “our” mean Soho Movers, and references to “you” and “your” mean the customer, hirer, or person authorising the service. Words in the singular include the plural and vice versa. Headings are included for convenience only and do not affect interpretation.

1. Booking process

Bookings for Soho Movers may be made by phone, email, online enquiry, written acceptance of a quote, or any other method we may offer from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit, reservation fee, or written confirmation from you. We may request details such as the collection and delivery addresses, access conditions, inventory, floor levels, parking limitations, fragile items, specialist handling requirements, preferred dates, and any other information needed to plan the service properly.

It is your responsibility to provide accurate and complete information at the time of booking. If the details provided are incomplete or inaccurate, the price, duration, team size, vehicle type, or equipment required may need to change. Any quote supplied by us is based on the information you provide and on a reasonable assumption that access and job conditions are as described. If the actual service differs materially from the original description, we may revise the quote, adjust charges, refuse to proceed until a new agreement is reached, or reschedule the service where necessary.

2. Quotations and service scope

All quotations are subject to availability and may be time-limited. Unless stated otherwise, quotes are based on hourly rates, fixed-price work, or a combination of both. Quotes typically cover labour, vehicle use, basic loading and unloading, and ordinary transport within the agreed scope. They may exclude materials, parking, congestion-related costs, tolls, waiting time, long carry distances, specialist equipment, dismantling, reassembly, and waste disposal charges, unless those items have been specifically included in writing.

We will use reasonable care and skill in providing Soho Movers services and will aim to complete the agreed work efficiently. However, all timings are estimates only. Moving work may be affected by traffic, weather, access delays, customer readiness, building restrictions, or unforeseen operational issues. We are not responsible for delays outside our reasonable control, provided we act reasonably and communicate material changes where possible.

Any request to add extra items, change the route, alter the schedule, or expand the scope of work may result in additional charges. If you ask us to continue beyond the original scope, or if the job takes longer because access is more difficult than expected, additional time and labour charges may apply at our standard rates or as otherwise agreed.

3. Payments

Unless otherwise agreed in writing, payment is due in full on completion of the service. For larger bookings, specialist moves, peak periods, or jobs requiring advance expenditure, we may require a deposit or partial prepayment at the time of booking. Where a deposit is requested, the booking may not be held until the deposit has cleared. Any final balance must be paid immediately upon completion unless we have agreed a different payment deadline in writing.

We accept payment by the methods we specify from time to time. If payment is not made when due, we may suspend further services, withhold delivery where lawful, retain items to the extent permitted by law, and charge reasonable interest and recovery costs on overdue sums. You remain responsible for all fees due, including any bank charges or payment processing issues not caused by our fault. If a payment card is declined or a transfer fails, you must promptly provide an alternative method of payment.

All quoted prices are exclusive of VAT unless we expressly state otherwise. If VAT applies, it will be added at the prevailing rate. If a quotation was based on assumptions that later prove incorrect, any additional costs arising from waiting time, extra labour, additional trips, parking penalties, or waste handling may be charged separately.

4. Cancellations, rescheduling and missed appointments

You may cancel or reschedule a booking by giving us notice in writing or by the method we specify. Because moving work involves reserved staff time, vehicle allocation and planning, cancellation fees may apply. The amount charged will depend on how much notice you give, whether special equipment or subcontractors have been reserved, and any non-recoverable costs already incurred. If you cancel at very short notice, on the day of service, or after work has commenced, you may be charged the full or substantial part of the booked fee.

If you are not present, cannot provide access, fail to prepare the items for collection, or otherwise prevent us from carrying out the service at the agreed time, this may be treated as a late cancellation or failed appointment. In such cases, waiting time, redelivery, storage, aborted visit fees, and any additional costs incurred may be charged. We may also reschedule or cancel the booking if we consider that the job cannot safely or lawfully be carried out.

We reserve the right to cancel or postpone a booking where necessary due to vehicle breakdown, staff unavailability, unsafe weather, lack of access, payment issues, non-disclosure of important information, or any event beyond our reasonable control. Where we cancel for a reason within our control, we will use reasonable efforts to offer an alternative date or refund any deposit paid for the cancelled portion of the service, subject to any non-recoverable third-party costs already committed on your behalf.

5. Your responsibilities

You must ensure that the goods to be moved are properly prepared, boxed, labelled, and protected unless packing has been expressly included in the service. You must remove or secure loose parts, empty or isolate appliances where appropriate, and disclose any items that are fragile, valuable, hazardous, unusually heavy, or likely to require special handling. You are responsible for ensuring that access routes, stairways, lifts, and parking arrangements are suitable and available on the day of service.

You must not hand over any items that are illegal to transport, dangerous, perishable, leaking, contaminated, or prohibited by law or by carrier restrictions. This includes, without limitation, certain chemicals, explosives, flammables, pressurised containers, live animals, and other restricted goods. If we discover such items after work has started, we may stop work immediately and charge for time already spent and reasonable associated costs.

You also agree to obtain any permissions needed for entry, parking, access, or movement through private or managed premises. If building management, neighbours, landlords, or other third parties impose restrictions, you must tell us in advance. We are not responsible for delays or extra charges caused by access restrictions that were not disclosed beforehand.

6. Liability and insurance

We will use reasonable care and skill in handling your goods and property. However, Soho Movers is not responsible for loss or damage arising from pre-existing defects, ordinary wear and tear, insufficient packing by you, inherent fragility, the nature of the item, or your failure to disclose relevant information. We are not liable for damage to items that were already weak, unstable, poorly assembled, or inadequately protected unless the damage was caused by our negligence.

To the fullest extent permitted by law, we do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, our liability for loss or damage is limited to the direct loss suffered and will not include indirect or consequential losses such as loss of profit, loss of business, loss of goodwill, or missed deadlines. If an item is lost or damaged through our proven fault, our liability will normally be limited to the reasonable repair cost, replacement cost, or the declared value if agreed in writing, whichever is lower and lawful.

You should ensure that your own insurance cover is adequate for the value and nature of the goods being moved. If you ask us to carry particularly valuable items, antiques, artwork, documents, or other high-value goods, you must tell us in advance and agree any special conditions, declared values, packaging standards, or insurance requirements before the move begins.

7. Waste regulations and disposal

Where our service includes the removal, collection, or disposal of unwanted items, waste, or packaging, you must ensure that any disposal request is lawful and accurate. We only collect and transport waste in accordance with applicable UK waste laws and regulations. We may require you to confirm the nature of the waste, whether any items are reusable, recyclable, or hazardous, and whether the transfer is a householder removal, commercial waste transfer, or other permitted disposal arrangement.

We may refuse to handle waste that is hazardous, contaminated, improperly described, or outside the scope of our licence or lawful disposal arrangements. You agree not to conceal prohibited materials in bags, boxes, or mixed loads. If additional handling, segregation, licensing, or disposal costs arise because waste has been misdescribed, you will be responsible for those costs. Any waste transfer documentation required by law may be completed as necessary, and you must provide accurate information for that purpose.

If we remove items for disposal, ownership of those items passes when the removal is completed and subject to any express agreement otherwise. You should not request the return of waste or discarded materials once they have been lawfully collected for disposal. We may charge separately for landfill, recycling, transfer station, and associated environmental fees where applicable.

8. Property access, parking and damage prevention

You must arrange reasonable access and parking for the vehicle and team. If parking charges, permits, or enforcement risks apply, you are responsible for making suitable arrangements unless we have expressly agreed to do so. If we receive parking penalties, access fines, or similar costs because suitable arrangements were not made or were incorrectly advised, you will reimburse us on demand to the extent those costs were caused by your instructions or failure to plan properly.

We may take reasonable steps to protect floors, walls, banisters, doors, and other surfaces, but you remain responsible for informing us of any delicate fixtures, hidden defects, or building limitations. Small scuffs, minor marks, and ordinary incidental contact may occur during a move, particularly in constrained access environments. We are not liable for such ordinary and unavoidable effects unless caused by our negligence.

Where dismantling or reassembly is requested, we will not be responsible for latent defects, unstable fittings, missing manufacturer instructions, or poor-quality pre-existing assembly. We may decline to dismantle or reassemble items that appear unsafe, unsuitable, or likely to be damaged in the process.

9. Complaints and claims

If you believe any part of the service has not been delivered properly, you must notify us as soon as reasonably possible and in any event within a reasonable time after completion. Any claim for loss or damage should be supported by photographs, descriptions, purchase evidence where available, and a clear explanation of the alleged issue. Failure to allow us an opportunity to inspect or investigate may affect our ability to resolve the matter fairly.

We may, at our option, inspect, repair, replace, or compensate for verified damage up to the limit permitted by law and in line with these terms. No claim will be considered where the alleged loss was caused by inaccurate information, inadequate packing by you, pre-existing damage, or circumstances outside our control. Any settlement offered is made on a full and final basis unless agreed otherwise in writing.

Nothing in these terms affects your statutory rights as a consumer where applicable. If you are contracting as a business, you acknowledge that the service is supplied for business purposes and that any rights, exclusions, or limitations that apply to business-to-business contracts may also apply.

10. Force majeure

We are not liable for failure or delay in performing our obligations where such failure or delay is caused by events beyond our reasonable control. These may include severe weather, accidents, road closures, strikes, labour disputes, public emergencies, fire, flood, power failure, acts of government, or the failure of third parties. If a force majeure event occurs, we will take reasonable steps to minimise disruption and may rearrange the booking or suspend the service for as long as necessary.

Where performance is delayed by such an event, time for performance will be extended accordingly. If the event makes completion impossible or commercially impractical, either party may cancel the affected service by notice, and any amounts due for work already carried out or non-recoverable costs may remain payable.

11. Governing law and disputes

These UK service terms and conditions are governed by the laws of England and Wales. If you are resident in Scotland or Northern Ireland, mandatory local consumer protections may still apply where relevant. Any dispute arising out of or in connection with these terms, the booking, or the service will be subject to the jurisdiction of the courts of England and Wales, unless the law requires otherwise.

We encourage issues to be raised promptly so that they can be addressed efficiently. Nothing in these terms limits any rights you may have under applicable law that cannot lawfully be excluded. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

By confirming a booking with Soho Movers, you agree that you have read, understood, and accepted these terms and conditions. These terms apply to the extent permitted by law and together form the basis of the service relationship between us and you.