Last updated: 12 November 2026
These terms and conditions apply to all removal, man and van, packing and related services provided by Removals Southampton (“we”, “us”, “our”) to you, the customer. Please read them carefully before booking. By accepting a quote or booking a service with us, you agree to these terms.
1. About us
Removals Southampton, Flat 9, 34 Cossack Green, Jubilee Court, Southampton SO14 1LQ. Phone 023 8098 6118, email info@removalssouthampton.org.uk.
2. Quotes
- Quotes are based on the information you give us, including the items to be moved, both addresses, access, parking and your chosen date.
- Depending on the job, we quote either an hourly rate (with any minimum booking time stated in the quote) or a fixed price.
- If the job turns out to be different from what was described – for example more items, extra addresses, restricted access or long walks from the van – we may need to adjust the price or the time needed. We will always discuss this with you before continuing.
- Quotes are valid for 30 days unless stated otherwise.
3. Bookings
A booking is confirmed once we have agreed the date, time and price with you and sent you a confirmation by phone, email or message. Any deposit required will be shown on your quote or booking confirmation.
4. Payment
- Payment terms, including when payment is due and accepted payment methods, will be set out in your quote or booking confirmation.
- For hourly bookings, time is charged as stated in your quote, and may include travel time where agreed.
- Any extra charges – such as additional time, parking fees, tolls or packing materials used beyond the quote – will be agreed with you and added to your final invoice.
5. Changes and cancellations
- If you need to change or cancel your booking, please tell us as early as possible.
- Any cancellation or late-change charges will be shown in your quote or booking confirmation.
- If we need to cancel or change your booking for reasons outside our control (for example severe weather, vehicle breakdown or road closures), we will contact you as soon as possible to arrange a new date or refund any money you have paid for the cancelled service.
6. Your responsibilities
To help your move go smoothly, you agree to:
- give us accurate information about the items, addresses, access and parking;
- arrange any parking permits, suspensions, lift bookings or building permissions needed, unless we have agreed to do this for you;
- make sure you or someone you nominate is present at collection and delivery;
- pack your items securely if you are packing yourself, and empty drawers, wardrobes and appliances where needed;
- disconnect and prepare appliances (such as washing machines, fridges and freezers) before we arrive;
- make sure you have the right to move the items and access both properties.
7. Items we cannot move
We do not move:
- dangerous, flammable or illegal items, including gas bottles, fuel, chemicals and fireworks;
- perishable food or living plants on long distance moves;
- animals;
- grand or baby grand pianos, or any piano up or down stairs. We move upright and digital pianos ground floor to ground floor only.
Please keep cash, jewellery, important documents, keys, passports, medication and other valuables with you rather than in the van.
8. Insurance and liability
- We hold goods-in-transit and public liability insurance and take reasonable care of your belongings at all times.
- We are responsible for loss or damage caused by our negligence while your items are in our care, subject to the limits of our insurance.
- We are not responsible for damage to items packed by you unless the damage was caused by our negligence, for minor wear such as light scuffs to already-worn furniture, or for the mechanical or electrical working of appliances unless the damage was caused by us.
- Some flat-pack and low-cost furniture may not survive being dismantled and rebuilt. We will tell you beforehand if we think this is a risk.
- Nothing in these terms limits our liability for death or personal injury caused by our negligence, or any other liability that cannot be limited by law.
9. Damage and complaints
- Please check your belongings and both properties as soon as possible after the move.
- If anything is lost or damaged, tell us within 7 days of the move, by email or phone, with photos where possible, so we can look into it quickly.
- If you are unhappy with any part of our service, please contact us and we will do our best to put it right.
10. Delays
We always aim to arrive and finish on time, but we are not responsible for delays caused by things outside our control, such as traffic, road closures, severe weather, or property chain or key-release delays. Waiting time caused by delays at either property may be charged at the agreed hourly rate.
11. Your statutory rights
These terms do not affect your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015. If you book a service at a distance (for example by phone, email or online), you may have a right to cancel within 14 days under the Consumer Contracts Regulations 2013. If you ask us to carry out your move within that 14-day period, you may have to pay for any service already provided.
12. Personal information
We use your personal information as described in our Privacy Policy.
13. Governing law
These terms are governed by the law of England and Wales, and any disputes will be dealt with by the courts of England and Wales.
14. Changes to these terms
We may update these terms from time to time. The version in force when you book will apply to your move.