General information about using the Londons Top Removals website and requesting services.
Last updated: September 2026
These Terms & Conditions apply to removal, packing, delivery, transport, storage and related services provided by Londons Top Removals. By accepting our quotation, confirming a booking verbally or in writing, or instructing us to begin work, you agree to these Terms & Conditions.
1.1 A contract is formed when you accept our offer or quotation verbally, electronically or in writing.
1.2 Where a fixed-price packing service is booked, packing materials are not included unless they are specifically stated as included in the quotation.
1.3 A full packing service does not include unpacking at the destination unless unpacking has been specifically agreed and included in your quotation.
1.4 Our services must only be used for lawful purposes.
1.5 Hourly-rate services are subject to a minimum booking period of 3 hours, unless otherwise confirmed in writing.
2.1 You, or an authorised representative, must be present at the collection and delivery addresses.
2.2 You are responsible for arranging suitable and lawful parking, permits or suspensions as required.
2.3 You must ensure the correct goods are identified for removal and that nothing is taken or left behind by mistake.
2.4 Electrical appliances and other equipment must be disconnected before the move unless we have specifically agreed to do this.
2.5 Refrigerators and freezers must be emptied, defrosted and prepared for transport.
2.6 Where requested, you must provide a written inventory of particularly valuable items before the move.
2.7 You must inspect your goods on moving day and report any apparent loss or damage in accordance with Section 8.
2.8 You must not include prohibited goods described in Section 5 unless we have expressly agreed otherwise in writing.
2.9 You confirm that the goods belong to you or that you have full legal authority from the owner to instruct us to move them.
2.10 You are responsible for protecting flooring where required unless floor protection has specifically been included in our service.
2.11 Lofts, attics and similar areas must be emptied before our arrival unless we have specifically agreed to provide this service.
2.12 You may be responsible for additional costs, delays or losses caused by a failure to comply with these responsibilities.
3.1 We will use reasonable care and skill when collecting, handling, loading, transporting, unloading and delivering your belongings.
3.2 Where loss or damage occurs because of our negligence, compensation will be considered in accordance with Section 8 and the applicable insurance terms.
3.3 We may use employees, contractors or subcontractors to carry out some or all of the work where reasonably necessary.
3.4 We may choose the method, route, vehicle and equipment used to complete the work, taking account of safety, access and operational requirements.
3.5 Customer information will be handled in accordance with our Privacy Policy and applicable data-protection requirements.
4.1 Information supplied by customers may be used internally to administer bookings, provide services, communicate about the move, process payments and handle claims.
4.2 We do not sell customer information to unrelated third parties.
4.3 Information may be disclosed where reasonably necessary for an insurance claim, legal obligation or the delivery of an agreed service.
4.4 Where customer testimonials are used, we will keep personally identifying information to the minimum reasonably necessary.
Unless agreed by us in writing before the move, the following must not be submitted for removal or storage:
Your quotation is based on the information provided when the booking is made. Additional charges may apply when the actual work differs from the information supplied.
6.1 Additional packing boxes: £3.50 per box where additional boxes are supplied or required beyond what was originally agreed.
6.2 Undeclared upper floors: £50 for each upper floor not disclosed when the quotation or booking was prepared.
6.3 London Congestion Charge: £20 where the move requires entry into the applicable Congestion Charge Zone and this has not already been included in the quotation.
6.4 Understated goods or access: additional charges may apply where the quantity of goods, access conditions or parking arrangements are materially different from the information supplied when booking.
6.5 Parking: customers are responsible for arranging suitable parking. Parking charges, suspensions and parking penalties resulting from inadequate customer-arranged parking may be charged to the customer.
6.6 Tolls and road charges: applicable tolls and road charges may be added where they have not already been included.
6.7 Waiting time: where we are required to wait because access, keys or the property are not available, waiting time may be charged from 3:00pm for London moves or 1:00pm for moves outside London at £90 + VAT per hour, per vehicle.
6.8 Reassembly: furniture reassembly requested in addition to the booked service may be charged at £35 per item.
6.9 Goods left with us: where goods remain in our possession because delivery cannot be completed or payment remains outstanding, reasonable storage, redelivery, handling and administration charges may apply. Any sale or disposal of uncollected goods will only be carried out where legally permitted and after reasonable notice has been given.
7.1 Deposits: deposits paid to secure a booking are non-refundable where the customer cancels the removal for any reason, subject to statutory rights that cannot lawfully be excluded.
7.2 Cancellation notice: where less than 72 hours (3 days) notice is given, a cancellation charge equal to 35% of the removal charge will apply, subject to applicable consumer law.
7.3 Hourly-rate travel: on hourly-rate bookings, travel time between collection and delivery properties is billable at the agreed hourly rate.
7.4 Payment: where the booking requires the balance to be cleared before unloading, the customer must make payment at the agreed stage of the move.
8.1 Insurance cover: Londons Top Removals holds Goods in Transit and Public Liability cover of £2 million. Items handled as part of our removal services are insured subject to the terms, conditions, limits and exclusions of the applicable insurance policy.
8.2 Maximum liability: our maximum liability for loss or damage is £100,000 per load, subject to the applicable insurance terms, exclusions and any legal limitations.
8.3 Compensation: where compensation is payable, we may repair the item or pay the reasonable replacement value, whichever is lower, taking account of the item's age, condition and value immediately before the loss or damage.
8.4 Claims excess: a £250 excess applies to claims for loss or damage, subject to the applicable insurance terms.
8.5 Reporting damage: apparent loss or damage must be reported on the day of the move. Claims reported after the moving day may not be accepted, subject to applicable law and any rights that cannot legally be excluded.
8.6 Exclusions: liability may be excluded or limited where loss or damage results from prohibited goods; instructions given by the customer against our advice; customer-packed fragile items; inadequate wrapping or protection; scratches or surface marks where appropriate wrapping was not used; electrical or mechanical faults without external evidence of damage; delays in transit that are not caused by our negligence or breach; inherent defects or weaknesses in the item; plants; or self-assembly/flat-pack furniture that is not designed to be repeatedly dismantled and moved.
8.7 Owner-packed goods: where the customer packs their own goods, the customer is responsible for ensuring they are suitably packed and protected for normal transportation.
8.8 Electrical equipment: we cannot accept liability for internal electrical or mechanical faults where there is no visible external damage caused by us.
8.9 Transit delays: we are not responsible for delays outside our reasonable control unless liability arises because of our negligence or a breach of contract.
8.10 Completion of delivery: responsibility for goods ends when they have been delivered to the agreed destination and placed as reasonably directed, subject to any rights or liabilities that continue by law.
8.11 Loft areas: unless specifically agreed, lofts must be emptied by the customer before moving day.
We may stop, suspend or refuse work where there is a legitimate reason, including unsafe conditions, abusive or threatening behaviour, illegal activity, hazardous goods, serious access problems or failure to make an agreed payment. Any cancellation or termination charges will be applied in accordance with these Terms and applicable law.
Nothing in these Terms & Conditions is intended to exclude, restrict or override statutory rights that cannot legally be excluded under applicable UK consumer law.
These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory consumer rights concerning jurisdiction.
Londons Top Removals
Company Number: 17279341
Goods in Transit & Public Liability Cover: £2
million
Telephone:
0208 059 0555
Mobile / WhatsApp:
+447462917289
Email:
info@londonstopremovals.co.uk
Website: londonstopremovals.co.uk