Terms & Conditions

1. Who we are

• Taylor Made Removals Limited, a company registered in England and Wales under company number 13356451.
• Registered office: 28 Cromwell Road, Poole, Dorset, BH12 2NS.
• VAT registration number: 390259778.
• Environment Agency waste carrier registration: CBDU374301.
• Email: [email protected]
• Telephone: 07838 194054

“We”, “us” and “our” mean Taylor Made Removals Limited, trading as Taylor Made Removals. “You” means the customer named on the quotation.

2. These terms, and how a contract is formed

These terms apply to every quotation we give and every job we carry out, unless we have agreed something different with you in writing. Nothing on this website is an offer. It is an invitation for you to ask us to quote.

A contract comes into being when you accept our written quotation, in writing, by email or verbally, or when you pay a deposit, whichever happens first. At that point please check the quotation carefully and tell us straight away if anything is wrong.

3. Quotations, and what can change the price

Our quotations are based entirely on the information you give us, and are valid for 30 days unless we say otherwise. We are usually able to quote from a description, photographs or a video walk-through, and for larger jobs we will offer a survey.

The price may need to change if, after the quotation is given:

• the volume of goods, or the number of items, is materially more than you described;
• access at either address turns out to be materially different, for example no lift where one was expected, a long carry, restricted parking, or stairs not mentioned;
• we cannot park within a reasonable distance, or a parking suspension, permit or dispensation is needed that has not been arranged;
• we are kept waiting through no fault of our own, in which case waiting time is charged at the hourly rate on your quotation;
• the work has to be carried out on a different date, or outside normal working hours, at your request;
• tolls, ferry fares, congestion or clean-air-zone charges apply and were not included; or
• we have to collect or deliver goods above the first floor without a suitable lift, having not been told.

We will always tell you about any additional charge and get your agreement before we incur it, wherever it is practical to do so. We will never simply add charges to an invoice at the end.

4. Prices and VAT

Prices are quoted in pounds sterling. We are registered for VAT under number 390259778; quotations state whether VAT is included and, if it is not, VAT is charged in addition at the prevailing rate.

5. Payment

Unless your quotation says otherwise:

• a deposit may be requested to secure your date, and is credited against the final price;
• the balance is payable on completion of the move, before the vehicle leaves the delivery address;
• storage charges are payable monthly in advance;
• we accept bank transfer and cash. We do not charge a fee for any payment method.

If an invoice is not paid on time we may charge interest at 3% a year above the Bank of England base rate on the overdue amount, running from the due date until payment. We will always contact you before doing so.

6. What we need from you

To let us do the job properly, please:

• give us an accurate description of everything to be moved, and tell us about anything unusually heavy, fragile or valuable;
• arrange parking, permits, lift bookings and any building management permissions at both addresses, and let us know of any restrictions;
• be present, or appoint somebody over 18 to act for you, since we will take instructions from whoever is there on the day and you will be responsible for those instructions;
• make sure nothing is left behind and nothing belonging to somebody else is taken, by checking the property before we leave;
• disconnect and drain appliances, dismantle flat-pack and garden furniture, and take down fittings, unless you have asked us to do it and it appears on your quotation;
• carry money, jewellery, deeds, passports, prescription medicines, mobile phones, laptops and anything else you cannot be without with you personally, rather than putting them on the van; and
• back up any computer or device before it is moved. We cannot be responsible for data.

7. Goods we cannot move

For safety and legal reasons we cannot carry:

• petrol, gas cylinders, paint, thinners, fireworks, aerosols and other flammable or explosive items;
• anything illegal, stolen, or subject to a firearms or licensing restriction;
• live animals, birds or fish;
• plants or foodstuffs likely to encourage vermin, spill or spoil; or
• anything that may reasonably cause damage, infestation or injury.

If such items are found among your goods we may refuse to move them, or remove and dispose of them safely, and you will be responsible for any loss or damage they cause.

8. Items of special value

If any single item is worth more than £500 (a painting, an antique, a musical instrument, a collection), please tell us in writing before the move so we can plan for it and check that it is properly covered. We may need to arrange specialist handling or additional insurance, which we will quote for separately.

9. Our liability to you

We take real care with your belongings, and we are responsible for loss or damage caused by our failure to use reasonable care and skill.

• Our liability for physical loss of or damage to your goods while in our care is covered by our goods in transit insurance. The sum insured that applies to your job is stated on your quotation; if you need a higher limit, tell us before the move and we will arrange it.
• We carry public liability insurance for damage to property.
• We are not responsible for loss or damage that was not caused by our breach or negligence: for example, damage that arises from an inherent defect in an item, from normal wear, from moths or vermin, or from goods you packed yourself where the fault lies in the packing rather than in our handling.
• We are not responsible for indirect or consequential losses, such as removal costs from a chain collapse, alternative accommodation or loss of earnings, unless we were told at the time of booking that such a loss was likely.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited. In particular, your statutory rights under the Consumer Rights Act 2015 (including our duty to carry out the service with reasonable care and skill, within a reasonable time and for a reasonable price) always apply and are not affected by anything here.

10. Telling us about damage

Please check your goods on delivery and tell us about any loss or damage as soon as you reasonably can, and ideally within 7 days, so that we can see it, investigate it while the facts are fresh and put it right. Photographs help. Reporting later than that does not take away your legal rights. It simply makes a claim harder for both of us to resolve. We will acknowledge any claim within 5 working days.

11. Delays and things outside anyone's control

Removals are part of a chain, and chains slip. We are not liable for delay or failure to perform caused by something outside our reasonable control: severe weather, accident, road closure, vehicle breakdown, industrial action, a delayed completion, or the failure of a third party such as a solicitor or estate agent. If that happens we will contact you as soon as we can and agree a new date, or refund what you have paid for work not done.

12. Cancelling or postponing

Your statutory right to cancel

Where you book with us away from our premises or at a distance (over the phone, by email, or through this website), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days of entering the contract, without giving a reason and without charge. This is set out in full, with the model cancellation form, on our Cancelling Your Booking page.

To cancel, just tell us clearly before that period ends. An email to [email protected] or a call to 07838 194054 is enough. We will refund any payment you have made within 14 days of being told.

Removal dates are often inside that 14-day window. If you want us to start work before the 14 days are up, you must ask us to. We will confirm that request in writing. You keep the right to cancel, but if you then cancel after the work has begun we may charge a fair, proportionate amount for what has already been done. Once the move is fully completed at your express request within the 14 days, the right to cancel ends.

Cancelling or moving your date after that

Once the statutory period has passed, or where it does not apply, we ask for as much notice as you can give and will always try to move your booking rather than charge you. Where we cannot re-let the date, the following applies to the quoted price:

Cancellation charges by notice given

Notice given before the move	Charge
More than 10 days	No charge
4 to 10 days	Up to 25%
2 to 3 days	Up to 50%
Less than 2 days, or on the day	Up to 75%

These are maximums, not automatic charges: we will only ever charge what reflects our actual loss, and we will not charge you at all where a completion date has slipped through no fault of your own and you rebook with us.

Cancelling by us

We may cancel if you do not pay a deposit when due, if the job turns out to be materially different from what was described and we cannot safely do it, or for a reason outside our reasonable control. If we cancel, you get a full refund of everything you have paid for work not carried out.

13. Storage

Where we store goods for you: charges are payable monthly in advance; goods are stored in a secure facility; and you must keep us informed of your current address. We will give you reasonable notice, and at least 14 days, before ending a storage arrangement.

If storage charges remain unpaid, we have the right to hold your goods until they are paid, and, after giving you at least 3 months' written notice at your last known address and a fair chance to pay, to sell the goods and apply the proceeds to what is owed. Anything left over is yours, and we will make reasonable efforts to return it to you. We would always rather work something out with you than reach that point.

14. Clearance and waste

We are registered with the Environment Agency as a waste carrier (registration CBDU374301), and everything we take away is disposed of at a licensed facility, with as much recycled or reused as we can manage. We will provide a waste transfer note on request.

Please make sure that anything you want to keep has been separated before we start. Once cleared, items cannot be recovered. Some items need special handling and may be charged separately or declined: fridges and freezers, mattresses, tyres, paint, asbestos, clinical or chemical waste. Under the Environmental Protection Act 1990 you have a duty of care to describe the waste accurately; please tell us if there is anything hazardous.

15. If something goes wrong

Please tell us. Email [email protected] or call 07838 194054 and ask to speak to Aron or Steve. We will acknowledge your complaint within 5 working days and aim to give you a full answer within 14 days, explaining what we have found and what we propose to do.

We are not currently a member of an alternative dispute resolution scheme, so if we cannot resolve matters between us you are free to take the matter to court. Nothing here stops you seeking free, independent advice from Citizens Advice.

16. Your information

We handle your personal information as described in our Privacy Policy, which forms part of these terms.

17. General

• Changes. We may update these terms; the version that applies to your job is the one published when you accepted your quotation. This version is dated 5 August 2026.
• Transfer. You may not transfer your contract with us to somebody else without our written agreement.
• Third parties. Nobody other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
• Severance. If any part of these terms is found to be unenforceable, the rest continues to apply.
• Delay is not waiver. If we do not insist on something straight away, that does not stop us doing so later.
• Governing law. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings in your own local courts as well as in England and Wales.