Terms and Conditions

Important information

These Terms and Conditions contain important information about payments, cancellations, additional charges and our responsibility for your belongings. Please read them before accepting a quotation or paying a deposit.

Nothing in these terms limits the legal rights available to you under the Consumer Rights Act 2015 or other applicable consumer law.

1. Introduction

These Terms and Conditions set out the rights and responsibilities of Hussey Removals (“we”, “us” or “our”) and the customer (“you” or “your”).

Your written quotation, booking confirmation and these Terms and Conditions together form the agreement between us.

Any change to the agreement must be confirmed in writing by both parties.

We do not sell a separate insurance policy to customers. Our responsibility for loss or damage is explained in Clauses 9 and 10. You should consider whether you require additional cover through your home contents insurer or another insurance provider.

2. Quotations and bookings

2.1

Unless stated otherwise, our quotation includes VAT. It does not include customs duties, inspections, permits or charges imposed by a public or statutory body unless expressly included.

2.2

Your quotation is based on the information available to us when it is prepared. This includes the belongings to be moved, access, distance, staffing, vehicles and services required.

We may propose a reasonable adjustment where:

• The work is not completed within three months of the date stated in the quotation.
• Taxation, freight or unavoidable third-party costs change.
• Collection or delivery involves floors or access conditions not disclosed or included.
• You request additional services or belongings to be moved.
• You request work outside the hours included in the quotation.
• Access or parking is unsuitable, restricted or materially different from the information provided.
• Parking, toll, permit or similar charges are incurred.
• A delay or event outside our reasonable control increases the time or resources required.

2.3

Where practicable, we will explain additional charges and obtain your agreement before carrying out additional work.

We will not impose an additional charge for a service without your express agreement, except for unavoidable third-party expenses or reasonable costs arising directly from inaccurate or incomplete information provided by you.

2.4

A quotation does not reserve a moving date. Your booking is confirmed only when:

• You accept the quotation.
• You accept these Terms and Conditions.
• We receive the required deposit in cleared funds.
• We confirm the booking in writing.

3. Additional work

Unless included in your quotation, our service does not include:

• Dismantling or reassembling furniture.
• Dismantling sheds, greenhouses, garden structures or outdoor equipment.
• Moving paving slabs, large planters or similar garden items.
• Removing belongings from an unsafe, unlit or unfloored loft.
• Disconnecting or reconnecting appliances, fixtures or fittings.
• Removing fitted floor coverings.
• Moving an item our team reasonably considers unsafe to move.

Additional work may be provided by agreement and may involve an additional charge.

4. Your responsibilities

You must:

• Provide accurate information about everything being moved or stored.
• Declare the total value of your belongings where requested.
• Identify particularly valuable, fragile, heavy or unusual items.
• Tell us about changes before moving day.
• Obtain any required permits, permissions, licences or customs documents.
• Arrange suitable parking unless we agree to do this.
• Be present during collection and delivery or appoint an authorised representative.
• Ensure appliances are disconnected, stabilised and safe to move.
• Empty, defrost and clean refrigerators and freezers.
• Ensure appliances, hoses and garden equipment are clean, dry and free from residual liquids or fuel.
• Prevent goods that do not belong to you or are not intended for removal from being loaded.
• Check the property before our vehicle leaves.
• Protect belongings left unattended or in an unoccupied property.
• Keep important personal items—including keys, identification, medication, money, bank cards, jewellery and documents—separate from the removal.
• Provide reliable contact details throughout the move or storage period.

We will not be responsible for loss, damage, delay or expense caused by your failure to meet these responsibilities, except to the extent that our own negligence or breach of contract contributed to it.

5. Ownership of belongings

You confirm that:

• The belongings are your property; or
• You have the owner’s authority to instruct us to move or store them.

You will be responsible for reasonable losses, claims or expenses resulting from a breach of this confirmation.

If another person has or obtains an interest in stored belongings, you must provide their name and contact information to us in writing.

6. Items we will not move or store

Unless expressly agreed in writing beforehand, you must not submit:

• Illegal, prohibited or stolen goods.
• Drugs, firearms, ammunition or offensive weapons.
• Explosives, gas bottles, fuel, paint, aerosols or flammable substances.
• Money, bank cards, jewellery, watches, precious stones or metals.
• Deeds, securities, important documents, stamps, coins or valuable collections.
• Dangerous, contaminated or unhygienic goods.
• Items likely to attract vermin, cause infestation or contaminate other belongings.
• Perishable, refrigerated or frozen food or drink.
• Plants or animals.
• Items requiring a licence or official permission unless this has been agreed.

If prohibited items are submitted without our knowledge, we may make them available for collection or take reasonable and lawful steps to remove them.

You will be responsible for reasonable costs, losses or claims caused by submitting prohibited items.

7. Cancellations and postponements

7.1 Fixed-date removal services

Where a removal contract provides for transportation on a specific date or during a specific period, the statutory 14-day cancellation right may not apply under Regulation 28(1)(h) of the Consumer Contracts Regulations 2013.

Your right to cancel under this clause is separate from any statutory right that may apply.

7.2 Storage services

A storage service booked online, by telephone or away from our business premises may carry a statutory 14-day cancellation right.

Where that right applies, you may cancel by giving us a clear written statement within 14 days after the contract is formed.

If you ask us to begin the storage service during that period and then cancel, you must pay a proportionate amount for services already provided.

7.3 Cancellation or postponement by you

The 50% booking deposit is a payment towards the agreed removal price and is required to secure your booking and reserve the agreed moving date.

If you cancel your removal within 7 calendar days of the booked move date, the 50% deposit is non-refundable.

If you need to postpone or change your moving date, we will make reasonable efforts to transfer your booking and deposit to an alternative date. Any alternative date is subject to availability, and we cannot guarantee that your preferred date will be available.

If we are unable to accommodate your preferred alternative date and you choose to cancel the booking, our normal cancellation terms will apply.

For cancellations made more than 7 calendar days before the booked move date, we may retain a reasonable amount from the deposit to cover any direct costs or losses already incurred as a result of the booking. Any remaining balance of the deposit will be refunded.

For the purposes of these terms, the 7-day cancellation period is based on calendar days, including weekends and public holidays.

7.4 Rescheduling

We will try to transfer your booking to another available date, but cannot guarantee that your preferred date will be available.

A price adjustment may be required if the new date changes the service, staffing, vehicles or costs involved.

7.5 Cancellation by us

We may cancel where:

• You commit a serious breach of the agreement.
• You fail to pay the required deposit.
• The work cannot be completed safely or lawfully.
• You submit prohibited goods.
• An event outside our reasonable control makes performance impossible.

Unless cancellation results from your breach, we will refund payments for services we have not provided.

8. Payment

8.1 Deposit

A deposit equal to 50% of the agreed removal price must be paid in cleared funds to secure your moving date.

The booking is not confirmed until we receive the deposit and issue written confirmation.

8.2 Remaining balance

The remaining balance is due upon completion of the move.

Any properly agreed additional charges—including additional work, additional belongings, waiting time, parking costs or additional journeys—will also be due upon completion unless agreed otherwise in writing.

8.3 Disputed amounts

You must pay all undisputed amounts when they become due.

Nothing in these terms prevents you from withholding a genuinely disputed amount where you have a lawful right to do so.

8.4 Overdue payments

We may charge reasonable interest on overdue amounts after giving written notice. We may also recover reasonable costs directly incurred in collecting overdue payments where permitted by law.

8.5

Payment terms may only be changed by written agreement.

9. Liability for loss or damage

9.1 Standard liability

Where loss or damage is caused by our negligence or breach of contract, our liability will normally be based on the reasonable cost of repair or replacement, taking account of the item’s age and condition immediately before the loss or damage.

Compensation is not calculated on a new-for-old basis unless required by law or expressly agreed.

9.2 Declared value

You must declare the total value of the belongings being moved or stored when requested.

Subject to the remaining provisions of these terms, our maximum liability for belongings will be the lower of:

• The total value declared to us; or
• £40,000.

You must inform us before the move if the total value exceeds £40,000 so that alternative arrangements can be considered.

9.3 Limited liability where no value is declared

If you do not declare a value when requested, our liability may be limited to £50 per item.

For this purpose, an item means an individual article, pair, set, suite, case, carton, package or other container and its contents.

This limitation does not apply where it would unlawfully restrict your statutory rights or our obligation to exercise reasonable care and skill.

9.4

We will not be responsible to the extent that loss or damage was caused by:

• Your act or omission.
• Inaccurate or incomplete information supplied by you.
• An inherent defect in an item.
• Your instruction to move an item against our reasonable advice and after we explained the risk.

9.5 Liability that is not excluded

Nothing in these terms excludes or limits liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• A failure to provide services with reasonable care and skill where liability cannot legally be limited.
• Any other liability that cannot lawfully be excluded or restricted.

10. Specific exclusions and limitations

Subject to Clause 9.5, we will not be responsible for:

• Electrical or mechanical failure where there is no evidence of external physical damage caused during the move.
• Pre-existing damage.
• Loss or damage occurring before collection or after delivery.
• Damage to customer-packed belongings unless caused by our failure to use reasonable care and skill.
• Missing customer-packed items unless you provided an itemised inventory that we accepted before collection.
• Money, jewellery, watches, documents, electronic data or other prohibited valuables.
• Ordinary wear and tear, deterioration, warping or shrinkage.
• Damage caused by moths, vermin, infestation or an inherent defect.
• Damage caused by cleaning, repair or restoration not arranged by us.
• Mould, mildew, rust, tarnishing or corrosion caused by normal atmospheric conditions.
• Loss or damage to food, drink, plants, animals or prohibited goods.
• Losses that were not reasonably foreseeable when the contract was formed.
• Losses relating to business activity where you contracted with us wholly or mainly as a consumer.

Where an item forms part of a pair, set or suite, compensation will normally relate to the affected part rather than the special value of the complete set, unless that would be unreasonable in the circumstances.

11. Delays and events outside our control

Arrival and completion times are estimates unless expressly guaranteed in writing.

We will use reasonable care to meet agreed arrangements and will inform you of significant delays when practicable.

We will not be responsible for delays caused by events outside our reasonable control, including:

• Delayed release of keys.
• Inadequate or blocked access.
• Road closures or serious traffic disruption.
• Severe weather.
• Vehicle breakdowns that could not reasonably have been prevented.
• Industrial action.
• Government restrictions or emergencies.

Reasonable waiting, storage or redelivery charges may apply where we cannot unload or complete the move because of circumstances outside our control.

If an event outside our control prevents the service from being completed for a significant period, either party may cancel the affected service. You will receive a refund for services not provided, less reasonable costs already incurred where legally permitted.

12. Reporting loss or damage

You should inspect your belongings and property as soon as reasonably possible after the move.

Please notify us in writing of any loss or damage within seven days after collection or delivery and provide photographs and supporting information where available.

Reporting matters promptly allows us to investigate effectively. However, failure to report within seven days will not automatically remove any statutory right or valid legal claim. We may take any unreasonable delay and resulting difficulty investigating the claim into account where legally permitted.

13. Unpaid charges and uncollected belongings

Where permitted by law, we may retain belongings in our possession while undisputed charges remain unpaid.

Reasonable storage and handling costs may continue to accrue.

We will not sell or dispose of retained or uncollected belongings without following the applicable notice procedure under the Torts (Interference with Goods) Act 1977 or obtaining a court order where required.

Where goods are sold, we will account to the owner for the proceeds after deducting sums lawfully due and reasonable sale expenses.

14. Subcontracting

We may use a suitably qualified or experienced subcontractor to complete part of the service.

These Terms and Conditions will continue to apply. Using a subcontractor does not remove any responsibility we retain under consumer law.

15. Storage

Storage charges are payable as stated in your quotation or storage agreement.

For ongoing storage, we may change charges by giving at least three months’ written notice. The notice will explain the change and when it takes effect.

If you do not accept the change, you may end the storage agreement and arrange collection before the new charge takes effect, subject to paying existing charges and providing reasonable notice.

16. Complaints

If you are dissatisfied with our service, please contact us promptly and provide:

• Your name and booking reference.
• Details of the issue.
• Relevant dates, photographs or documents.
• The outcome you are seeking.

We will acknowledge and investigate the complaint within a reasonable time.

Nothing in this complaints process prevents you from exercising your statutory rights or seeking independent advice.

17. Governing law

These Terms and Conditions are governed by the law of England and Wales.

If you are a consumer, legal proceedings may be brought in the courts applying to the part of the United Kingdom in which you live, where consumer law permits.

18. Entire agreement

These Terms and Conditions, your written quotation, booking confirmation and any written changes agreed between us form the entire agreement.

Information we provide about the service may also be legally binding where you rely upon it when entering the contract, as provided by the Consumer Rights Act 2015.

If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

19. Ending a storage agreement

We may end an ongoing storage agreement by giving three months’ written notice.

We may end it sooner where you commit a serious breach, store prohibited goods or create a safety or legal risk.

You may end an ongoing storage agreement by providing at least 10 working days’ written notice. You remain responsible for charges up to the agreed collection or release date.

20. Personal information

We process personal information in accordance with UK data-protection law, including the UK GDPR and Data Protection Act 2018.

We may use your information to:

• Prepare quotations and manage bookings.
• Provide removal and storage services.
• Process payments.
• Communicate with you.
• Handle complaints and claims.
• Prevent fraud and protect our legal rights.
• Meet legal, tax, accounting and regulatory obligations.

Depending on the purpose, we may rely on performance of a contract, compliance with a legal obligation or our legitimate interests as the lawful basis for processing.

Where necessary and lawful, information may be shared with insurers, payment providers, professional advisers, subcontractors, fraud-prevention organisations, law-enforcement authorities or a purchaser of the business.

Our separate Privacy Notice should explain how long information is retained, your data-protection rights and how to complain to the Information Commissioner’s Office.

21. Contact

If you have questions about these terms, wish to cancel a service, report damage, make a complaint or exercise your data-protection rights, please contact us.

Last updated: 27 August 2026