Terms & Conditions
Last updated: 22 August 2026
These Terms & Conditions apply to services provided by MerseyMovers Ltd (“MerseyMovers”, “we”, “us” or “our”).
By accepting a quotation or booking our services, you agree to these Terms & Conditions.
1. About Us
MerseyMovers Ltd Company No. 16585700 Registered in England & WalesRegistered Office: 48–52 Penny Lane, Mossley Hill, Liverpool, L18 1DG
Waste Carrier Registration: CBDU594127
Email: info@merseymovers.com
We provide services including waste removal, house clearances, house removals, man & van services, collection and delivery and property rip-outs.
2. Quotations
Quotations are based on the information provided by the customer, including descriptions, photographs, videos and other information supplied when requesting a quote.
Customers are responsible for providing accurate information about the work required.
If the amount, weight, volume, type of waste, number of items, access requirements or work required is materially different from the information originally provided, we may revise the quotation before carrying out the additional work.
Unless otherwise stated, quotations do not include additional work or services that were not disclosed when the quotation was provided.
3. Bookings
A booking is confirmed when MerseyMovers accepts the booking and agrees the date or time period for the work.
Customers must provide accurate contact information and the correct collection, delivery or job address.
Any estimated arrival time is provided in good faith. Traffic, previous jobs, weather, vehicle issues or circumstances outside our reasonable control may result in delays.
Where reasonably possible, we will notify you of significant delays.
4. Access and Parking
The customer is responsible for ensuring reasonable and lawful access to the property or items being collected.
You should inform us in advance about anything that may materially affect the work, including:
Stairs or restricted access
Long carrying distances
Lifts
Parking restrictions
Height or width restrictions
Difficult access
Items requiring dismantling
Particularly heavy or unusually large items
Unless otherwise agreed, the customer is responsible for arranging any necessary parking permission or permits.
Additional costs reasonably incurred because of undisclosed access restrictions or parking requirements may be added to the agreed price where appropriate.
5. Waste Removal and House Clearances
Customers must accurately describe the waste or materials requiring removal.
We reserve the right to refuse materials that we cannot lawfully or safely transport or dispose of.
Certain materials may require specialist disposal and may result in an additional charge.
These may include hazardous materials, chemicals, asbestos, gas cylinders, clinical waste, certain electrical items, liquids, oils, batteries, tyres or other controlled materials.
Customers should tell us before booking if they believe any such materials may be present.
MerseyMovers will transport waste in accordance with applicable waste-management requirements and use appropriate authorised disposal facilities.
6. Additional Waste or Work
Our quotation covers the work agreed when the quote was provided.
If additional items, waste or work are added on the day, we may provide an additional price.
We are under no obligation to carry out additional work that was not included in the original booking.
Where the amount of material exceeds the vehicle capacity or estimated volume on which the quotation was based, additional journeys or vehicle loads may be charged separately.
7. House Removals, Man & Van and Collection/Delivery
Customers are responsible for ensuring that belongings are appropriately prepared for transportation unless packing has specifically been included in the service.
Boxes should be adequately packed and secured, and fragile or valuable items should be brought to our attention before transportation.
Furniture should be emptied where reasonably necessary.
The customer should notify us beforehand of particularly valuable, fragile, unusually heavy or difficult-to-move items.
We may refuse to move an item where we reasonably believe doing so would create an unacceptable risk of injury or damage.
8. Customer Responsibilities
Customers must ensure that:
They have authority to instruct us to remove, move or dispose of the relevant property or items.
Items intended to remain at the property are clearly separated from items being removed.
Important documents, money, jewellery and other high-value personal belongings are secured before work begins.
Children and pets are kept appropriately supervised and away from working areas.
We are informed of hazards or circumstances that could reasonably affect the safety of our team.
We cannot accept responsibility for items disposed of following the customer’s instruction where the customer subsequently decides that the item should have been retained.
9. Rip-Out Services
For rip-out or dismantling work, the customer must clearly identify the areas and items that are to be removed.
Unless specifically agreed otherwise, our service does not include specialist electrical, gas, plumbing, asbestos or structural work.
Customers are responsible for informing us of known hidden services, hazardous materials or structural concerns before work begins.
We may stop work where we discover something that could create a safety risk or requires appropriately qualified specialist work.
10. Damage
MerseyMovers will take reasonable care when handling customers’ belongings and working within their property.
If you believe we have damaged an item or property, you should notify us as soon as reasonably practicable and provide reasonable evidence of the damage.
We will consider legitimate claims based on the circumstances and any applicable insurance cover.
Nothing in these Terms excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation.
11. Existing Damage and Fragile Items
We are not responsible for damage that existed before our work began.
Items that are already damaged, structurally weak, poorly assembled or particularly fragile may be more susceptible to damage during normal handling.
Where reasonably practicable, customers should tell us about such items beforehand.
We may photograph existing damage where appropriate before moving an item.
12. Delays Outside Our Control
We are not responsible for delays or failure to perform caused by circumstances outside our reasonable control.
These may include severe weather, road closures, traffic incidents, accidents, vehicle breakdowns, emergencies or restrictions imposed by authorities.
Where this happens, we will take reasonable steps to minimise disruption and communicate with the customer.
13. Payment
Unless otherwise agreed, payment is due in accordance with the quotation or booking arrangements.
We currently accept payment by cash or bank transfer.
The customer is responsible for paying the agreed amount together with any additional charges that have been agreed for additional work.
We reserve the right to require payment or a deposit before commencing certain jobs.
14. Cancellations
If you need to cancel or rearrange a booking, please contact us as soon as possible.
Any cancellation fee or deposit requirement will be communicated to you before it becomes binding.
Where a customer has a statutory right to cancel a contract entered into at a distance or away from our business premises, nothing in these Terms removes those rights.
If you specifically ask us to begin providing a service during an applicable cancellation period, you may be required to pay for services properly supplied before cancellation, to the extent permitted by law.
15. Refusal or Suspension of Work
We reserve the right to refuse, stop or suspend work where reasonably necessary, including where:
Conditions are unsafe
Waste has been materially misrepresented
Prohibited or hazardous materials are discovered
The work requested would be unlawful
The customer behaves abusively or threateningly
Continuing the work would create an unreasonable risk to people or property
Any payment obligation will depend upon the work already completed and the circumstances in which work was stopped.
16. Complaints
If you are unhappy with our service, please contact us as soon as possible so that we have an opportunity to investigate and resolve the issue.
Complaints can be sent to:
Please provide your name, job address, date of service and details of your concern.
17. Personal Information
Personal information is handled in accordance with our Privacy Policy, available through our website.
18. Consumer Rights
Nothing in these Terms & Conditions affects any statutory rights you have as a consumer under applicable UK law.
Where any provision of these Terms conflicts with a legal right that cannot lawfully be excluded or restricted, that legal right will take precedence.
19. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our services, business practices or legal requirements.
The latest version will be published on our website.
20. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any dispute will be dealt with by the courts having jurisdiction under applicable law.
21. Contact
MerseyMovers Ltd48–52 Penny Lane, Mossley Hill, Liverpool, L18 1DG.
Company No: 16585700
Waste Carrier Registration: CBDU594127
Email: info@merseymovers.com