Poplar Removals Terms and Conditions

These Terms and Conditions set out the basis on which Poplar Removals provides removal and related services to residential and commercial customers across the UK. By making a booking, you agree to be bound by these terms, so please read them carefully before confirming any service. References to the Company, we, us, or our mean Poplar Removals, and references to you or the Customer mean the person, business, or organisation requesting the service. These terms are intended to be fair, practical, and consistent with applicable UK law.

Our services may include home removals, office removals, furniture transport, loading and unloading, packing support, storage handling, and associated labour. The exact scope of work will depend on the quotation, booking details, and any written amendments agreed before the job begins. Unless expressly agreed in writing, we do not provide services outside the agreed scope, and any additional work may be charged separately.

We reserve the right to update these terms from time to time. The version in force at the time your booking is accepted will apply to that booking, unless a later change is required by law or is agreed in writing by both parties. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full effect.

Booking Process

A booking is normally made after an initial enquiry, assessment of the required work, and confirmation of availability. Quotes may be provided using information supplied by you, including item lists, access details, property size, floor level, parking conditions, and any special handling requirements. You must ensure that all information provided is accurate and complete. If the information changes before the service date, you must notify us promptly so we can review whether the quotation, team size, vehicle type, or timing needs to be adjusted.

Once you accept a quotation or otherwise confirm the booking, a service agreement is formed on these terms and any additional written terms agreed between the parties. Confirmation may be given by email, message, signed acceptance, online form, or other written method we accept. We may ask for a deposit or advance payment before securing a date. The booking is only guaranteed when we have confirmed acceptance and, where required, received the relevant deposit.

All bookings are subject to vehicle availability, staff availability, lawful access, weather conditions, and any restrictions that may affect safe operation. If we identify that the original job description is materially different from the actual work required, we may revise the price, adjust the timing, or decline to proceed if the work cannot be carried out safely or lawfully. You are responsible for ensuring that parking, access, and building permissions are arranged in advance unless we have agreed to assist with those arrangements in writing.

Where dismantling, packing, lifting, or specialist handling is requested, you must disclose any relevant risks in advance, including heavy items, fragile goods, restricted stairways, no-lift access, narrow doorways, or items requiring two-person lifting or protective wrapping. We may refuse to move items that are unsafe, unlawfully transported, or inadequately prepared. If the service day is delayed because key information was withheld or the access is not as described, additional waiting charges or call-out costs may apply.

Payments

Our fees are based on the quotation, the final service requirements, and any extra work agreed during the move. Unless otherwise stated, prices are quoted exclusive of VAT where VAT is applicable. Payment terms may vary depending on the type of service, but generally full payment is required on completion of the work, unless a deposit, staged payment, or invoice arrangement has been agreed in advance. We may require full prepayment for certain bookings, including short-notice jobs, storage-related services, or high-value transport.

Accepted payment methods may include bank transfer, debit card, credit card, or other methods notified at the time of booking. Any bank charges, failed payment fees, chargeback costs, or collection expenses caused by unpaid invoices may be added to the amount due where permitted by law. If payment is not received by the due date, we may suspend further services, retain goods where lawful to do so, or pursue recovery of the debt through lawful means.

Price Changes and Additional Charges

Additional charges may arise where the service exceeds the agreed duration, volume, or manpower; where the customer requests extra stops, extra waiting time, stair carries, long carries, parking penalties, congestion-related delays, or disposal of items not included in the original quote; or where inaccurate information provided by the customer results in more work than anticipated. Any material change to the quoted price will be explained as soon as reasonably practicable.

We aim to keep pricing transparent, but some circumstances are outside our control. For example, unexpected access restrictions, unsafe lifting conditions, or delays caused by third parties may affect the final charge. If a revised price is proposed during the job and you choose not to proceed, we will charge only for the work completed and any reasonable costs already incurred.

Cancellations and Rescheduling

You may cancel or reschedule a booking by providing notice in writing. The amount payable on cancellation depends on how much notice is given and whether costs have already been incurred. If you cancel after we have allocated staff, reserved a vehicle, or begun preparatory work, we may charge a cancellation fee to reflect our losses and administration time. Where a deposit has been taken, it may be non-refundable in whole or in part depending on the timing of the cancellation and the resources committed.

Cancellations made at short notice may result in a higher fee, especially where a full day has been reserved or specialist equipment has been arranged. If we must cancel or significantly reschedule, we will use reasonable efforts to offer an alternative date or provide a refund for any payment received for services not supplied. We are not liable for indirect losses arising from a lawful cancellation or rescheduling caused by events beyond our reasonable control.

If you are not present at the agreed time and place, or if the move cannot proceed because access is unavailable, the booking may be treated as a cancellation or failed attendance. In such cases, waiting time, call-out charges, or administration costs may be payable. We will always aim to act reasonably and to work with you to reduce avoidable costs where possible.

Liability and Customer Responsibilities

We will carry out our services with reasonable care and skill. However, the Customer is responsible for ensuring that goods are suitably packed, labelled, and ready for transit unless we have agreed in writing to pack or prepare them. You should remove cash, jewellery, passports, personal documents, medicines, and other valuable or irreplaceable items before the service begins. We are not responsible for loss or damage to such items unless the loss or damage is caused by our negligence and the item was specifically declared to us in advance.

Our liability for loss or damage to goods is limited to the direct loss caused by our proven negligence or breach of contract, and only to the extent permitted by law. We do not exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded. Where liability is established, we may choose to repair, replace, or compensate for the affected item, taking into account its age, condition, and market value at the time of the incident. We do not accept responsibility for normal wear and tear, pre-existing damage, fragile goods not properly packed, or damage arising from inherent defects.

We are not liable for delays, loss, or damage caused by circumstances outside our reasonable control, including but not limited to traffic incidents, severe weather, road closures, civil disorder, industrial action, power failure, equipment failure not caused by our negligence, or actions by third parties. Where such events occur, we will take reasonable steps to minimise disruption and continue the service where safe and practicable. Your statutory rights as a consumer are not affected.

Waste Regulations and Disposal

If our service includes collection, disposal, or transport of unwanted items, all waste handling will be carried out in accordance with applicable UK waste legislation and environmental requirements. We will only remove waste that we are authorised and equipped to handle. The Customer must accurately describe any items intended for disposal, including furniture, appliances, electrical goods, garden waste, mixed household waste, or hazardous materials. Some materials may require specialist collection, separate treatment, or refusal of service.

You must not place prohibited, hazardous, or controlled waste among general items without telling us in advance. This includes, without limitation, asbestos, chemicals, paints, oils, gas cylinders, clinical waste, pressurised containers, contaminated materials, and any item requiring a specialist waste carrier or disposal licence. If undeclared hazardous waste is discovered, we may stop work, isolate the affected items, and charge for any additional time, return journey, or safe handling measures required.

Where we remove waste on your behalf, you authorise us to transport it to an appropriate licensed facility, transfer station, reuse outlet, or recycling site, as judged appropriate and lawful. We may separate recyclable materials from general waste where operationally sensible. Ownership of waste transfers to us only to the extent permitted by law and only when the items are lawfully accepted for removal. Any items left behind by mistake after completion of the service may be treated in accordance with applicable law and our reasonable procedures.

Prohibited Items and Safe Handling

We may refuse to transport items that are unsafe, illegal, poorly packaged, leaking, odorous, infested, or likely to damage other goods or vehicles. If we agree to transport specialist items, such as pianos, artwork, antiques, large mirrors, or sensitive equipment, you must tell us in advance so that we can assess the correct handling method and any additional protection required. Failure to disclose relevant information may void any claim arising from avoidable damage.

If you ask us to dispose of electrical items or appliances, you are responsible for removing personal data where applicable and for ensuring the item is safe to handle. We may charge for segregating, loading, or moving items that require special treatment under waste rules or electrical waste controls. We are not responsible for penalties caused by inaccurate declarations made by the Customer regarding the nature of the waste.

Property Access, Parking, and Site Conditions

You must ensure that the collection and delivery locations are safely accessible and suitable for the booked vehicle and workforce. If parking permits, visitor authorisations, loading bay arrangements, lift bookings, or building notices are required, these must be arranged in advance unless we have expressly agreed to organise them. Any fines, penalties, clamp release costs, or similar charges caused by the Customer’s failure to provide adequate arrangements may be passed on to the Customer where lawful.

You are responsible for telling us about any site hazards, including low ceilings, steep steps, unsecured flooring, weak surfaces, pets, children, alarm systems, and restricted hours for access. We may pause or refuse work if conditions are unsafe. In such circumstances, any additional waiting time, aborted attendance, or return visit may be chargeable. We will always seek to act proportionately and in a manner consistent with health and safety obligations.

Claims, Complaints, and Notices

If you believe there has been loss or damage during the service, you should notify us as soon as reasonably possible and, where practicable, before the goods are unpacked or moved again. Claims should include a clear description of the issue and any available evidence. Failure to notify us promptly may affect our ability to investigate the matter fully, although this does not limit any rights you may have under law. Any complaint should be raised in writing so that it can be reviewed fairly and efficiently.

We may ask for photographs, proof of purchase, proof of value, or other reasonable information to assess a claim. Any settlement offered will normally reflect the direct loss proven and will take into account depreciation, previous condition, and any steps you took to mitigate the damage. No claim for indirect or consequential losses will be accepted unless required by law. All notices under these terms should be provided in writing by a method that allows us to confirm receipt.

We may assign, subcontract, or use suitable third parties to carry out part or all of the service, provided that this does not materially reduce the standard of service promised to you. Any subcontractor we engage will be expected to comply with relevant legal and safety requirements. You may not assign your booking or rights under these terms without our written consent.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales unless mandatory law provides otherwise. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires proceedings to be brought elsewhere. Nothing in these terms is intended to override any statutory rights you may have as a consumer or business customer under applicable UK law.

Any dispute should first be raised with us in good faith so that we may attempt to resolve the issue without formal proceedings. If a dispute cannot be resolved informally, either party may pursue the matter through the appropriate legal channels. The provisions of these terms are designed to be interpreted consistently with applicable consumer protection, contract, transport, waste, and health and safety legislation.

By confirming a booking with Poplar Removals, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you are unsure about any part of the agreement, you should raise the issue before the service date so that any necessary clarification can be provided. We recommend keeping a copy of the agreed quotation and these terms for your records.