Terms of Service

📅 Last updated: January 2026 · Eco London Movers Ltd

These Terms of Service ("Terms") govern your use of services provided by Eco London Movers Ltd ("we", "us", "our"). By booking a service with us, you agree to be bound by these Terms. Please read them carefully before confirming your booking.

1. Definitions

• "Customer" means the individual or organisation booking a service with Eco London Movers Ltd.
• "Service" means any removal, clearance, packing, storage, or related service provided by us.
• "Fixed Price Quote" means a written quote provided to the Customer confirming the total cost of the Service.
• "Moving Day" means the confirmed date on which the Service is carried out.
• "Goods" means all items to be moved, stored, or cleared as part of the Service.

2. Booking and Confirmation

A booking is confirmed when the Customer pays the required booking deposit and receives written confirmation from Eco London Movers Ltd. Verbal agreements are not binding until confirmed in writing.

We reserve the right to decline any booking at our discretion. By completing a booking, the Customer confirms that all information provided is accurate, including property addresses, access conditions, and the nature of items to be moved or cleared.

Changes to a confirmed booking must be communicated to us as soon as possible. We will do our best to accommodate changes but cannot guarantee availability for revised dates or times.

3. Quotes and Pricing

Fixed Price Quotes are prepared following an inventory assessment of the Customer's property, conducted digitally or in person. The quote is based on the information provided and the access conditions assessed at that time.

Quotes remain valid for 30 days from the date of issue. We reserve the right to revise a quote if:

• The volume of Goods is materially different from the assessment
• Access conditions at either property differ significantly from those described or assessed
• The Customer requests additional services not included in the original quote
• Significant time passes between the quote and the booking date, affecting vehicle or labour costs

Any revision to a quote will be confirmed in writing before Moving Day. The Customer has the right to cancel without penalty if they do not agree to a revised price, subject to the cancellation terms below.

4. Access Charges

The following access charges apply to all bookings and are assessed and included in the Fixed Price Quote:

• Stairs: £10 per flight, minimum £20
• Difficult access or no available parking: £50 to £120 depending on conditions
• Long walking distance (vehicle to property): £50 per 30 metres per 5m³
• Distance beyond 20 miles from North London: £1 per mile
• Parking bay suspension: Cost of permit at cost, confirmed in advance
• Congestion zone or ULEZ charges: At cost, confirmed in advance

If access conditions on Moving Day are materially worse than assessed and agreed (for example, a building's lift is out of service or access is blocked by third parties), we will discuss any necessary adjustment with the Customer before proceeding.

5. Payment Terms

Payment terms are as follows:

• Jobs under £200: Full payment required upfront at the time of booking
• Standard jobs: A 30% non-refundable booking deposit is required to confirm the booking. The remaining balance is due on Moving Day before unloading begins.
• Large or complex jobs: Payment terms may vary and will be confirmed in the written quote

We accept payment by bank transfer, debit card, and credit card. Cash payments are accepted by prior arrangement. The Customer's obligation to pay the balance is not dependent on the completion of any subsequent service or third-party event (such as a property completion).

If payment is not received when due, we reserve the right to suspend or terminate the Service and to pursue recovery of the outstanding amount.

6. Cancellation Policy

The following cancellation terms apply from the date of written confirmation:

• More than 7 days before Moving Day: Full booking deposit forfeited. No further charge.
• 3 to 7 days before Moving Day: Booking deposit forfeited plus 25% of the remaining balance.
• Less than 3 days before Moving Day: Full quoted price becomes payable.
• Cancellation on Moving Day: Full quoted price is payable plus any costs already incurred.

We understand that circumstances change. If you need to postpone rather than cancel, we will do our best to accommodate a new date. Rescheduling is subject to availability and a rescheduling fee may apply if less than 72 hours notice is given.

In the event that we need to cancel a confirmed booking, we will provide as much notice as possible and refund any amounts paid. We will not be liable for any consequential loss arising from our cancellation.

7. Insurance and Liability

Eco London Movers Ltd carries the following insurance on every booking:

• Goods-in-transit insurance: Up to £50,000 per job
• Public liability insurance: Up to £1,000,000 per incident

Goods-in-transit insurance covers loss or damage to the Customer's Goods while in our care and control during the move. Coverage is subject to the following conditions:

• Items must be reported as damaged at the time of delivery, or within 48 hours of delivery, in writing
• Items packed by the Customer are not covered for internal damage unless the external packaging is also damaged
• Items of exceptional value (antiques, artwork, jewellery, cash) should be declared before the move for appropriate handling and insurance assessment
• Coverage does not apply to inherent defects, pre-existing damage, or items not listed on the inventory

Our total liability to the Customer for any claim shall not exceed the value of the Goods damaged or the cost of the Service, whichever is lower, except in cases of gross negligence or fraud.

8. Customer Obligations

By booking our Service, the Customer agrees to:

• Provide accurate information about the property, access conditions, and items to be moved
• Ensure all items are accessible and ready to be moved at the agreed start time
• Inform us in advance of any items requiring specialist handling, including antiques, pianos, fragile collections, or items of exceptional value
• Ensure the property is accessible on Moving Day and that adequate access is available for our vehicles
• Ensure that someone over the age of 18 is present at both origin and destination addresses throughout the Service
• Obtain any necessary permissions for access, parking, or lifting equipment before Moving Day

We reserve the right to refuse to move items that we reasonably believe may cause injury to our staff or damage to the property, without liability to the Customer.

9. Prohibited Items

The following items cannot be moved, stored, or cleared as part of our Service:

• Hazardous materials including asbestos, chemicals, flammable gases, and toxic substances
• Clinical or medical waste
• Firearms, ammunition, and controlled weapons
• Illegal substances or items
• Live animals or plants (unless by prior special arrangement)
• Items requiring specialist refrigerated transport

If prohibited items are discovered during a move or clearance, we reserve the right to stop the Service and the Customer remains liable for payment of any amounts due.

10. Complaints

If you are dissatisfied with any aspect of our Service, please contact us as soon as possible:

• Email: info@ecolondonmovers.co.uk
• Phone: 0737 626 0729

We will acknowledge your complaint within 2 working days and aim to resolve it within 14 working days. If we are unable to resolve a complaint to your satisfaction, you may seek alternative dispute resolution through a relevant consumer mediation service.

11. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

We may update these Terms from time to time. The current version will always be available at this URL. Continued use of our services after a change constitutes acceptance of the updated Terms.

These Terms were last updated in January 2026. For questions about these Terms, contact us at info@ecolondonmovers.co.uk.