1. Introduction
These Terms & Conditions govern all removal, moving, transport and same-day courier services provided by Signature Removals and Logistics Limited (trading as Signature Removals & Logistics, “we”, “us”, “our”).
By requesting a quotation, making a booking, or using our services, you (“you”, “your”, “customer”) confirm that you have read, understood and agreed to these Terms & Conditions.
2. Our Services & Quotations
Signature Removals & Logistics provides domestic and commercial removal, moving, transport and same-day courier services.
Our quotations are based on the information supplied by you at the time of quotation. This may include the number and type of items, access conditions, floors, stairs, distance, loading requirements, parking arrangements and any additional services requested.
Unless specifically stated in writing, quotations do not include:
- Parking charges, permits or suspensions
- Congestion, clean-air or other road charges
- Local authority fees
- Tolls, ferries or similar charges
- Additional labour or services not included in the quotation
- Waiting time caused by circumstances outside our control
We reserve the right to amend the agreed price where the actual circumstances materially differ from the information provided when the quotation was issued. This may include additional items, restricted access, difficult stairs, longer carrying distances, additional floors, additional labour, waiting time or other circumstances that significantly increase the work required.
Any additional charges will be explained to you where reasonably possible before they are incurred.
3. Services Not Included Unless Specifically Agreed
The following services are not included unless expressly agreed and included in the quotation:
- Disconnecting or reconnecting electrical or gas appliances
- Dismantling or reassembling furniture
- Removing or installing fitted units
- Taking up or laying flooring
- Plumbing or electrical work
- Moving hazardous or prohibited goods
- Disposal of unwanted items or rubbish
Where dismantling or reassembly is agreed, we will use reasonable care; however, we cannot accept responsibility for damage caused by the construction, condition, age or method of assembly of the item.
4. Customer Responsibilities
You are responsible for:
- Providing accurate and complete information about the move and items to be transported
- Informing us of any particularly heavy, fragile, valuable or unusual items
- Ensuring suitable access is available at collection and delivery addresses
- Arranging any required parking permits, suspensions or permissions unless otherwise agreed
- Ensuring the property is reasonably ready for the removal
- Being present at the agreed collection and delivery times, or appointing an authorised representative
- Preparing appliances and furniture for transportation unless preparation has been agreed as part of our service
- Emptying and defrosting refrigerators and freezers
- Securing or protecting items that are not being moved
- Informing us of restricted access, narrow roads, stairs, lifts, long carrying distances or other relevant conditions
You must not ask us to transport goods that are illegal, prohibited or unsafe.
5. Our Responsibilities
We will:
- Carry out the agreed services with reasonable care and skill
- Handle and transport your goods with reasonable care
- Deliver your goods to the agreed destination
- Communicate with you as reasonably required regarding significant issues affecting the service
- Take reasonable steps to minimise the risk of damage to your goods and property
Our liability is subject to the limitations and exclusions set out in these Terms & Conditions.
6. Items We Cannot Transport
For safety, legal and insurance reasons, we will not normally transport:
- Illegal, stolen or prohibited goods
- Explosives, ammunition or firearms
- Hazardous chemicals or dangerous substances
- Fuel, petrol, diesel or other flammable liquids
- Gas cylinders unless specifically agreed
- Cash, jewellery, precious metals or highly valuable personal documents
- Illegal drugs or controlled substances
- Live animals
- Perishable goods requiring temperature-controlled transportation
- Plants or materials likely to cause infestation or contamination
- Any item that our staff reasonably consider unsafe to transport
If you are unsure whether an item can be transported, you must inform us before the service begins.
7. Packing & Fragile Items
Unless packing services are specifically included in your quotation, you are responsible for packing your belongings appropriately for transportation.
We recommend that fragile items are professionally packed or adequately protected before collection.
We are not responsible for damage resulting from inadequate, defective or unsuitable customer packing, including damage to items packed inside boxes, bags or containers where the contents cannot reasonably be inspected.
You should separately identify particularly fragile or valuable items before collection.
8. Cancellation & Postponement
Our cancellation charges are intended to compensate for time, vehicle allocation, staffing and other costs associated with a confirmed booking.
Unless otherwise agreed in writing:
- More than 7 days before the booking: No cancellation charge
- 3–7 days before the booking: 30% of the agreed quotation
- 48–72 hours before the booking: 60% of the agreed quotation
- Less than 48 hours before the booking: 80% of the agreed quotation
- Same-day cancellation or failure to attend: 100% of the agreed quotation
Where we incur non-refundable costs on your behalf, these may also be payable.
We will always try to accommodate reasonable requests to postpone or rearrange a booking.
9. Delays & Circumstances Outside Our Control
We will make reasonable efforts to arrive and complete your service within the agreed timeframe.
However, we cannot be held responsible for delays caused by circumstances beyond our reasonable control, including:
- Traffic congestion
- Road closures or accidents
- Severe weather
- Vehicle breakdowns
- Delays at collection or delivery addresses
- Problems with lifts, loading bays or building access
- Parking restrictions
- Police or emergency service activity
- Customer delays
- Third-party delays
Where reasonably possible, we will inform you of significant delays and work to minimise their impact.
10. Liability & Damage
We will take reasonable care when handling your goods and property.
However, we cannot accept responsibility for:
- Pre-existing damage or defects
- Normal wear and tear
- Damage caused by inadequate customer packing
- Damage to fragile items packed by the customer where the damage could not reasonably have been identified or prevented
- Damage resulting from the inherent nature, age, construction or condition of an item
- Damage caused by instructions given by the customer
- Damage resulting from circumstances outside our reasonable control
Where damage occurs to property during the service, our responsibility is limited to the specific area or item directly affected by the incident and does not extend to unrelated or consequential damage.
Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited under applicable law.
11. Payment
Unless otherwise agreed in writing, payment is due before or on the date of service.
Accepted payment methods may include:
- Bank transfer
- Cash
- Other payment methods agreed with Signature Removals & Logistics
Additional charges incurred during the service must be paid when requested.
If payment is overdue, we reserve the right to charge interest and reasonable recovery costs to the extent permitted by law.
Where legally permitted, we may exercise a right of lien over goods in our possession until outstanding amounts relating to the service have been paid.
12. Subcontracting
Signature Removals & Logistics may use suitably qualified and insured subcontractors or additional staff where reasonably required to complete a service.
Where subcontractors are used, these Terms & Conditions continue to apply to the services provided.
13. Route, Vehicle & Method of Transportation
Unless specifically agreed otherwise, Signature Removals & Logistics may determine the reasonable route, method of transportation and vehicle used to complete the service.
The vehicle used may differ from the vehicle originally discussed where reasonably necessary, provided that it remains suitable for the agreed service.
14. Storage Services
Where Signature Removals & Logistics provides storage services:
- Storage charges are payable in advance unless otherwise agreed
- Goods must be collected or arrangements renewed when the agreed storage period ends
- Additional charges may apply for handling, redelivery or extended storage
- Customers remain responsible for ensuring that goods placed into storage are legally permitted to be stored
Where storage charges remain unpaid, we may take appropriate legal action in relation to the goods, including exercising any rights available to us under applicable law.
We will not sell or dispose of customer goods without following the applicable legal requirements.
15. Complaints
We aim to provide a professional and reliable service.
If you have a complaint, please contact Signature Removals & Logistics as soon as reasonably possible and provide details of the issue, including photographs or other relevant evidence where appropriate.
We will review complaints fairly and aim to resolve them promptly.
Where a dispute cannot be resolved directly, the parties may consider appropriate alternative dispute resolution (ADR) or pursue their legal rights through the courts.
16. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any dispute arising from or relating to our services will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory rights available to consumers under applicable law.
17. Contact
Signature Removals and Logistics Limited