Ham Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Ham Removals provides domestic and commercial moving services in the UK. By making a booking, requesting a quote, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before confirming any service. These terms are intended to be clear and practical, covering the booking process, payment terms, cancellation rules, liability limits, waste handling, and the law that applies to our services.

In these Terms and Conditions, references to “we”, “us” and “our” mean Ham Removals, and references to “you” and “your” mean the customer or anyone acting on the customer’s behalf. These terms apply to all removal, transport, loading, unloading, and related services supplied by us, whether arranged for a full move, a partial move, or a one-off collection. Any special instructions agreed in writing may supplement these terms, but they will not override them unless we explicitly confirm otherwise.

A booking with Ham Removals is only confirmed once we have accepted your request and provided written confirmation, which may include email, message, or another written record. Before confirming, we may request details about the items to be moved, access conditions, packing needs, parking restrictions, delivery addresses, and any special handling requirements. You must provide accurate and complete information. If the information changes before the moving date, you must tell us as soon as possible so we can reassess the service, vehicle size, team requirements, and any associated price changes.

Where a quotation is based on limited information, it may be subject to review on arrival if the actual job differs materially from what was described. This includes, for example, additional floors, heavier or larger items, poor access, unexpected delays, or items that require specialist handling. We will always act reasonably and explain any necessary adjustments. If the revised conditions mean the service cannot be completed safely or lawfully with the resources booked, we may refuse to proceed or may offer an alternative arrangement at an additional cost.

It is your responsibility to ensure that the property is ready for the agreed moving time. This includes securing permission for access, reserving parking where needed, and ensuring that items are packed and prepared unless packing has been included in the service. You must also make us aware of any items that are fragile, high value, dangerous, unusually heavy, or likely to require special equipment. We reserve the right to decline to move any item that we reasonably believe may cause damage, injury, or breach of law.

In some cases, we may ask for a deposit to secure the booking, particularly for larger moves, busy periods, or services requiring advance planning. Any deposit requirement will be stated at the time of quotation or confirmation. Unless otherwise agreed in writing, deposits are non-refundable if you cancel outside the permitted cancellation period or if the booking is cancelled because accurate information was not provided by you. The remainder of the balance becomes due in accordance with the payment terms set out below.

Payment terms will be confirmed before or at the time of booking. Unless we agree otherwise in writing, payment must be made by the date specified on the invoice or, for certain services, before unloading is completed. We may accept bank transfer, card payment, or another agreed method. Any transaction fees, chargebacks, or failed payment costs caused by your bank or payment provider may be charged to you where permitted by law.

Prices quoted by Ham Removals may be fixed, estimated, or hourly depending on the service requested. A fixed price is based on the information supplied by you and on the assumptions stated in the quote. An hourly rate is charged according to the time spent on the job, including loading, travel where stated, waiting time, and unloading if this has been clearly explained in advance. If additional work is requested by you on the day, or if the service is extended because of circumstances caused by you, we may charge extra at our standard rates.

We may revise a quote if the scope of work changes before the service begins. Any change will be explained as soon as reasonably possible. If you do not agree to a revised price and the service has not yet started, you may cancel under the cancellation terms. If work has already begun, you remain responsible for payment for the work completed and for any additional costs reasonably incurred. All quoted prices are exclusive of any third-party charges unless specifically stated otherwise.

Cancellation requests must be made as soon as possible and, wherever practical, in writing. The cancellation rules may vary depending on the type of service, the amount of notice given, and whether we have already incurred costs on your behalf. For standard bookings, you may be entitled to cancel without charge if sufficient notice is provided before the agreed date. If notice is short, or if we have already allocated labour, vehicles, or materials, a cancellation fee may apply to reflect our losses and committed resources.

If you fail to be present at the agreed time, do not provide access, or are unable to proceed with the move, this may be treated as a late cancellation or failed attendance. In such cases, we may charge a reasonable fee for time, travel, labour, and any other costs already incurred. If the booking cannot proceed because of incorrect information supplied by you, unsafe conditions, or a breach of these terms, we may cancel the service immediately and retain any deposit to the extent permitted by law.

We may also cancel or suspend a booking where unavoidable circumstances arise, including severe weather, vehicle breakdown, staff illness, safety concerns, or events outside our reasonable control. If we cancel for reasons within our control, we will offer a refund of any prepaid amounts for services not provided. If the cancellation is due to circumstances outside our control, we will use reasonable efforts to reschedule, but we will not be responsible for losses that arise from the delay unless the law requires otherwise.

Our liability is limited to losses that are reasonably foreseeable and directly caused by our negligence or breach of contract. We will take reasonable care when handling your belongings, but you remain responsible for ensuring that items are properly packed unless we have agreed to pack them. We are not responsible for damage caused by pre-existing faults, inadequate packaging, inherent defects, normal wear and tear, or items that are fragile and were not declared as such in advance. We also do not accept liability for damage caused by information you failed to provide or by instructions given against our advice.

Where we are responsible for loss or damage, our liability may be limited to repair, replacement, or a monetary amount that reflects the fair value of the affected item at the time of the service, taking into account age, condition, and depreciation. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Any claim for loss or damage must be notified to us within a reasonable time after the event and, where possible, before goods are unpacked or moved on again.

We are not liable for indirect or consequential losses such as loss of profit, business interruption, missed deadlines, emotional distress, or costs arising from alternative arrangements unless required by law. If you are moving business equipment, documents, or stock, you should tell us in advance so that we can assess whether special conditions or additional cover are appropriate. It is your responsibility to arrange insurance for items of unusual value or sentimental importance if the level of protection offered by our standard service is not sufficient for your needs.

All waste and unwanted items handled during a service must be dealt with in accordance with applicable UK waste regulations. We only remove waste where this has been agreed in advance and where it can be lawfully transported, sorted, and disposed of through appropriate channels. You must not include hazardous, prohibited, or controlled materials unless we have expressly confirmed that we are licensed and equipped to handle them. This may include asbestos, chemicals, solvents, paint, fuels, gas cylinders, clinical waste, or any item that poses a risk to health or the environment.

Any items left for disposal must be described truthfully. If waste is mixed with reusable goods, we may separate, handle, and charge for those items according to the labour and disposal costs involved. You remain responsible for ensuring that waste presented for collection is genuinely yours or that you have authority to arrange its removal. If we suspect that an item may be stolen, unlawfully dumped, or improperly declared, we may refuse collection and, where required, report the matter to the relevant authority.

By using our waste-related services, you confirm that you understand that fly-tipping, illegal disposal, and improper transfer of controlled waste are serious offences. We will act in line with our legal duties and may retain records relating to the transfer and disposal of waste where required. Any documents, notes, or transfer records must be completed honestly and accurately. If you provide false or incomplete information, you may be responsible for any resulting fines, penalties, clean-up costs, or legal claims.

You must ensure that all items handed to us are properly prepared and that access points are safe. Stairs, narrow hallways, weak flooring, loose carpets, low ceilings, and obstructed entrances can create risk during a move, so you should notify us of anything that may affect safe handling. We may pause or stop work if we believe there is a risk to people, property, or equipment. Any delay caused by unsafe or inaccessible conditions may be chargeable if it is outside our control.

Where we provide packing or wrapping materials, those materials remain subject to the terms of supply agreed at the time of booking. If the materials are not suitable because you asked us to use them in a way we advised against, we are not responsible for resulting damage. Likewise, if you instruct our team to move items in a manner that increases risk, we may decline or require a written waiver before proceeding, provided such waiver is lawful and reasonable in the circumstances. We always reserve the right to protect our team and your property by refusing unsafe instructions.

Unless expressly agreed otherwise, ownership of items remains with you until the service is completed and any amounts due are paid in full. If payment is overdue, we may charge reasonable recovery costs and interest where permitted by law. We may also retain possession of goods to the extent allowed by law until outstanding sums are paid. Any exercise of lien or retention rights will be carried out fairly and in compliance with applicable legal requirements.

Nothing in these Terms and Conditions affects your statutory rights under UK consumer law. If you are acting as a consumer, you may have rights relating to services carried out with reasonable care and skill, services performed within a reasonable time, and services provided at a reasonable price where the price is not fixed in advance. If you are acting for a business, additional commercial terms may apply where stated in your quote or invoice. Where any conflict arises, these Terms and Conditions will be interpreted in a way that is consistent with applicable law.

Any complaints should be raised promptly so we can review the matter and, where appropriate, attempt to resolve it. You should provide enough detail for us to understand the issue, including the date of service, the items affected, and the nature of the concern. We may ask for photographs, documents, or other evidence. Raising a complaint does not remove your obligation to pay any undisputed amounts due. We will act reasonably and in good faith when considering any claim or request for remedy.

The contract between you and Ham Removals is governed by the law of England and Wales, unless another part of the United Kingdom law is required to apply by mandatory legal rules. Any dispute arising from or connected with these terms, the quotation, or the service provided shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. These terms may be updated from time to time, and the version in force at the time of booking will normally apply to your service.