Terms of service

Draft v0 (September 2026). These terms are being reviewed by a solicitor before launch; the wording of the deposit, cancellation and refund rules below is already the policy the booking system enforces.

1. Who you're contracting with

When you book through this site as a standard booking, you contract with Removal Auto ("we", "us"). We deliver the move using vetted partner crews working under our instruction and our insurance requirements. We remain responsible to you for the service. Where a booking is expressly made on an introduction basis, we will say so before you pay and the contract for the move is with the named removals company; we act as their agent only.

2. Your price is bound to your inventory

The price you accept is calculated from the addresses, access details and item list you gave us. It covers those items and nothing else. Items not on the list are moved where safe to do so at our published overage rates, agreed with you before they are loaded. Materially different access (a floor you didn't mention, parking further than stated, no lift where one was declared) may change the price at the same published rates.

Where the price is shown as a capped estimate, the estimate is what we expect to charge and the cap is the most we will charge for the declared inventory, whatever happens on the day.

3. Deposit, balance, cancellation

• A deposit of 20% (minimum £30, maximum £150) is taken by card at booking. The balance is charged to the same card on completion unless you ask us to use another.
• Cancel 48 hours or more before the scheduled start and the deposit is refunded in full.
• Cancel less than 48 hours before and the deposit is retained.
• If we cancel or fail to attend, you are refunded in full regardless of notice, and we will tell you what went wrong.

How to cancel, how date changes work and how refunds reach your card are set out in plain English on refunds & cancellations. A removal is the transport of goods on an agreed date, so the 14-day cancellation right in the Consumer Contracts Regulations 2013 does not apply (regulation 28(1)(h)).

4. What we need from you

Boxes packed and closed unless you booked packing; fragile items marked; parking arranged or told to us in advance; someone over 18 at both ends; nothing hazardous, illegal or alive in the load. If the crew cannot start because of something at your end, waiting time is charged at the published hourly rate after the first 30 minutes.

5. Insurance and claims

Every crew holds goods-in-transit and public liability insurance, verified by us before assignment. Standard goods-in-transit cover is limited per load; declare contents above that value in the booking so we can arrange cover or a survey. Report damage within 48 hours with the before/after photos the crew takes; we will resolve it with you directly rather than sending you to a third party.

6. Things we don't do

Pianos, large safes and items needing specialist equipment are declined at quote time. Gas appliances must be disconnected by a Gas Safe engineer before the move; we do not connect or disconnect them.

7. Your statutory rights

Nothing here removes rights you have as a consumer under the Consumer Rights Act 2015. If any part of these terms is unenforceable, the rest still applies.

8. Who we are

Removal Auto. Phone 07921 764087 (Monday to Saturday, 8am to 6pm).

Questions about these terms: call 07921 764087.