Legal
Terms & Conditions of Contract
Introduction
These terms and conditions explain the rights, obligations and responsibilities of all parties to this Agreement. "MSR Removals" is a trading name of MSR Contracting Ltd, registered in England and Wales under company number 13912891. In these terms: • "we", "us" and "our" mean MSR Contracting Ltd trading as MSR Removals; • "you" and "your" mean the customer named in our quotation; • "goods" means the items that we have agreed to pack, handle, remove, transport, deliver or store; • "Agreement" means our quotation, booking confirmation, these terms and conditions and any other terms agreed between us in writing. These terms may only be varied by written agreement between you and an authorised representative of MSR Removals. Your attention is particularly drawn to Clauses 8, 9, 10, 11 and 12, which contain provisions affecting our liability. You may arrange your own insurance for your goods. Alternatively, where agreed in writing and subject to payment of the applicable charge, we may accept an increased contractual liability under our Full Value Liability Option. The Full Value Liability Option is not an insurance policy in your name. We are not acting as your insurance broker or adviser. We may maintain insurance in our own name to protect our contractual liability to you.
1. Our Quotation
1.1 What the quotation includes Our quotation is based on the information you provide and the services, goods, access arrangements, dates and addresses described in it. Unless otherwise stated, our quotation does not include: customs duties or inspections; port or terminal charges; demurrage; storage-in-transit extensions; import or export fees; taxes or charges payable to government bodies; marine or transit certificates; parking suspensions or permits; congestion, toll or clean-air charges; Full Value Liability charges; dismantling, assembly, specialist lifting or other services not expressly listed. 1.2 Quotation validity Unless otherwise stated, our quotation is valid for seven days from the date of issue. If the quotation is not accepted within seven days, or the work is not carried out within three months, we may withdraw it or issue a revised quotation. 1.3 Additional charges We may change the price or make reasonable additional charges where circumstances arise that were not disclosed or taken into account when the quotation was prepared. Additional charges may apply where: our costs change because of fuel prices, currency fluctuations, taxation, congestion charges, tolls, ferry charges, freight charges or other circumstances outside our reasonable control; the work is carried out on a Saturday, Sunday, public holiday or outside our normal operating hours at your request; the quantity, size, weight or nature of the goods is different from the information supplied; additional goods or services are added after the quotation is issued; we are required to collect or deliver goods above the ground floor or first upper floor and this was not disclosed; stairs, lifts, doorways, corridors, parking, loading areas, approach roads, drives or other access arrangements are inadequate or materially different from those disclosed; our vehicles cannot safely or legally park, load or unload within 20 metres of the entrance; specialist lifting equipment, additional labour, additional vehicles, hoisting, window removal, structural work or access equipment is required; we are required to pay parking, waiting, congestion, toll, ferry, customs, inspection, storage or other charges; there are delays outside our reasonable control which increase the time or resources required; you ask us to pack, move, handle, store, redeliver, dispose of or otherwise deal with additional goods; you collect goods from storage and handling or release work is required; or you request Full Value Liability, marine cover or another increased liability above our standard limit. 1.4 Payment of additional charges Additional charges may become payable before the services continue, before unloading begins or before goods are released. Where reasonably possible, we will explain the additional charge before incurring it.
2. Work Not Included in the Quotation
2.1 Excluded work Unless expressly agreed in writing and included in our quotation, we will not: dismantle or assemble unit furniture, system furniture, flat-pack furniture, fixtures or fittings; disconnect, reconnect, dismantle or install gas, electrical, plumbing, IT, audio-visual or household appliances; take up or lay fitted floor coverings; remove goods from a loft unless it is properly lit, adequately floored and has safe access; move or store goods excluded under Clause 4; undertake specialist lifting, craning, hoisting, window removal, structural alteration or access work; remove doors, windows, banisters, fixtures or parts of a building; or carry out work requiring a regulated qualification, licence or specialist contractor. 2.2 Specialist work Our removal staff are not authorised or qualified to undertake specialist plumbing, electrical, gas, construction or installation work unless this has been expressly agreed. You should employ an appropriately qualified professional where required.
3. Your Responsibilities
3.1 General responsibilities You are responsible for: providing complete and accurate information about the goods, addresses, access, parking, property layout and services required; declaring in writing the total value of the goods being removed or stored; identifying in writing, before work starts, every individual item worth more than £5,000; providing a signed valued inventory, photographs, receipts, valuations or other reasonable evidence for high-value goods when requested; arranging adequate insurance unless we have agreed in writing to provide Full Value Liability; obtaining all necessary permits, licences, customs documentation, parking arrangements, access permissions and other required paperwork; being present, or having an authorised representative present, during collection, loading, delivery, unloading and storage access; ensuring that an authorised person signs relevant inventories, receipts, job sheets, condition reports, waybills and delivery documents; checking that nothing which should be removed is left behind and nothing is removed by mistake; protecting goods left in empty or unattended premises; preparing and stabilising appliances, electronic equipment, clocks, instruments, garden equipment and mechanical items; emptying, defrosting and cleaning refrigerators and freezers (we are not responsible for their contents); removing fuel, water, oil and other fluids from equipment and appliances where appropriate; keeping children and animals away from removal vehicles, working areas and moving equipment; and ensuring that the properties are safe and that floors, stairs, paths, driveways and access routes are clear. 3.2 Parking and access You are responsible for arranging suitable and lawful parking at the collection and delivery addresses, including any parking bays, permits, suspensions or permissions required. Any parking, access or permit charges are payable by you unless expressly included in our quotation. 3.3 Returnable cartons and equipment Wardrobe cartons, protective equipment and any other reusable materials supplied on a returnable basis remain our property. Unless otherwise agreed, returnable cartons must be emptied and made available for collection within two weeks of your move. One collection is included without additional charge. Cartons must be kept dry, clean and in reusable condition. Cartons or equipment that are lost, damaged, disposed of or not returned may be charged at the rate stated in your quotation or their reasonable replacement cost. 3.4 Failure to meet your responsibilities Except where caused by our negligence or breach of contract, we will not be responsible for loss, damage, delay, costs or additional charges arising from your failure to meet these responsibilities.
4. Goods Not Accepted for Removal or Storage
4.1 Prohibited or restricted goods Unless accepted beforehand in writing by an authorised representative of MSR Removals, the following goods must not be submitted for removal or storage: illegal, stolen, counterfeit, prohibited or smuggled goods; firearms, ammunition, weapons, explosives, fireworks, compressed gases or gas bottles; petrol, oils, paints, solvents, aerosols, cleaning chemicals, toxic substances, radioactive materials, biological materials or other hazardous goods; lithium-ion batteries, loose batteries, power banks, e-bikes, e-scooters, hoverboards, cordless power tools and other high-risk battery-powered items; money, banknotes, coins, cheques, payment cards, bonds, securities, deeds, passports, share certificates, vouchers, stamps, lottery tickets or similar property; jewellery, watches, precious stones, precious metals, bullion, antiques, fine art, collections, furs or other high-value goods unless declared and accepted in writing; medicines or medical equipment required for immediate use; food, drink, perishable goods or items requiring temperature or humidity control; plants or goods likely to cause vermin, pests, mould, mildew, leakage, contamination or odour; animals, birds, fish, livestock, reptiles, insects or any other living creature; goods requiring a special licence, government permission, export permit, import permit or regulatory approval; or any item that is unsafe, unsuitable for normal removals handling or likely to injure a person or damage other goods, vehicles or premises. 4.2 Accepted restricted goods If we agree to handle or store restricted goods, we will only be liable for loss or damage resulting from our negligence or breach of contract, subject to the remaining provisions of this Agreement. 4.3 Undeclared restricted goods If restricted goods are submitted without our knowledge, we may refuse to handle or store them, make them available for collection, remove them from our vehicle or storage facility, report them to the appropriate authority, or apply for an appropriate court order allowing their disposal. You will be responsible for reasonable charges, expenses, damage, legal costs, penalties or losses arising from your failure to declare such goods.
5. Ownership and Authority to Contract
5.1 Your warranty By entering into this Agreement, you confirm that: the goods are your property; or you have authority from every owner or interested party to enter into this Agreement; and the owners or interested parties have been made aware of these terms. You agree to reimburse us for reasonable losses, damages and costs arising if these confirmations are untrue. 5.2 Instructions from third parties Where a commercial customer, insurer, loss adjuster, restoration contractor, managing agent, landlord or other party instructs us on behalf of an owner or occupier, the instructing party confirms that it has the required authority. 5.3 Separate jobs Each separately instructed household or removal and storage job will be treated as a separate Agreement unless agreed otherwise in writing. Separate Agreements do not increase any vehicle, load, event, storage-location or other liability limit.
6. Postponement and Cancellation
6.1 Cancellation charges If you postpone or cancel the services, we may charge up to the following percentage of the agreed removal charge: • More than 10 full working days before the work is due to start: no cancellation charge. • Between 5 and 10 full working days: up to 35%. • Between 3 and 4 full working days: up to 65%. • Two full working days or fewer: up to 100%. Working days are Monday to Friday, excluding public holidays. The day on which notice is received is not counted. 6.2 Deposits following cancellation Your deposit forms part of the total price rather than a separate additional fee. Where the applicable cancellation charge is less than the amount you have paid, we will refund the difference. Where the cancellation charge exceeds the amount paid, the remaining balance will become payable. 6.3 Postponement A postponement is treated as a cancellation of the original date unless we agree otherwise in writing. Where we can transfer the booking to another available date without suffering a loss, we may reduce or waive the postponement charge at our discretion. 6.4 Our right to cancel We may cancel, suspend or refuse to provide the services where: payment is not made when due; the work would be unsafe or unlawful; you have materially misrepresented the goods or access; prohibited goods are presented; you or another person behaves abusively or threatens our staff; suitable access or parking is unavailable; or circumstances outside our reasonable control prevent performance.
7. Payment
7.1 Deposit A 50% deposit is required to secure your booking unless otherwise agreed in writing. A move date is not confirmed until you have accepted our quotation, accepted these terms, and the required deposit has been received in cleared funds. A date described as "pencilled in" is provisional and may be offered to another customer until the booking is confirmed. 7.2 Fixed-price removals Unless otherwise agreed, the remaining balance for a fixed-price removal must be paid in cleared funds no later than our arrival at the delivery address and before unloading begins. We may withhold unloading or delivery until payment is received. 7.3 Hourly work For hourly work, the quoted minimum booking charge must be paid before work starts. Any balance for additional time, materials or services must be paid immediately following completion and before the crew leaves. 7.4 Payment method Payment must be made by card unless another method is approved by us in writing. Cash payments are not accepted unless expressly agreed beforehand. 7.5 VAT Prices will state whether VAT is included. Where VAT is applicable but not included, it will be added at the prevailing rate. 7.6 No withholding You may not withhold or deduct any part of the agreed price because of a complaint or claim. Complaints and claims will be handled separately under Clause 11. 7.7 Liability and storage charges Full Value Liability, marine or transit charges and storage fees must be paid when due. If a Full Value Liability charge has not been paid, our standard liability under Clause 8.1 will apply. 7.8 Late payment We may charge interest on overdue sums at 4% per year above the prevailing Bank of England base rate, calculated daily.
8. Liability for Loss or Damage to Goods
8.1 Standard Liability Unless Full Value Liability has been agreed in writing and paid for before the goods are packed, collected or stored, our liability is limited as follows: where our negligence or breach of contract results in direct physical loss of or damage to your goods, we will pay the reasonable cost of repair or replacement, whichever is lower, subject to a maximum of £40 for any one Item. "Item" means the entire contents of a box, carton, case, parcel, package or similar container, or any separate object or item handled, moved or stored by us. 8.2 Full Value Liability You may ask us to accept increased contractual liability for an additional charge before work starts. Full Value Liability only applies where we have accepted it in writing, you have paid the applicable charge, you have provided the required declared value and information, and you comply with these terms. Where Full Value Liability applies: we accept increased liability for direct physical loss of or damage to goods while they are in our care, custody or control; this is contractual liability and not an insurance policy in your name; our liability will not exceed the lowest of the value declared and accepted by us, the reasonable repair or reinstatement cost, the reasonable replacement cost, the item's actual current value, or any vehicle, load, event, storage-location or other limit stated in writing; unless agreed otherwise, the maximum limit for goods carried in or on any one vehicle or load is £100,000; unless agreed otherwise, the maximum limit for any one event is £500,000; storage liability is subject to the storage-location limit stated in our quotation or agreed in writing; if the value declared is lower than the actual total value, any claim may be reduced in the same proportion; items worth more than £5,000 must be separately identified in writing before packing, collection or storage; and valuation will take account of age, quality, condition, use and reasonable second-hand market value — we do not provide new-for-old replacement unless expressly agreed in writing. 8.3 International removals For goods travelling to or from a location outside the United Kingdom: we accept liability for our negligence or breach of contract while goods are in our physical possession; where an international convention, including CMR, applies compulsorily, liability will be determined under that convention; and marine or international-transit cover must be requested, agreed and paid for before goods are packed, collected or prepared for shipment.
9. Damage to Premises or Other Property
9.1 Our responsibility Where our negligence or breach of contract causes damage to premises or property other than the goods being moved: our liability is limited to reasonably repairing the area actually damaged; we are not responsible for improving the property, matching undamaged areas or correcting pre-existing defects; and if damage results from moving goods in accordance with your express instructions, against our advice, we will not be liable where we warned you that the requested method was likely to cause damage. 9.2 Reporting property damage Visible damage should be recorded on the job sheet or delivery document before the crew leaves where reasonably possible. You must notify us in writing as soon as reasonably practicable and no later than seven days after completion.
10. Exclusions and Limits of Liability
10.1 Excluded causes and losses Except where caused by our negligence or breach of contract, or covered under an agreed Full Value Liability arrangement, we will not be liable for: fire, explosion, lightning, storm, flood, escape of water, theft, attempted theft, riot, civil commotion or malicious damage; war, invasion, terrorism, rebellion, military action, strikes, sanctions, government action, confiscation, nuclear risk, ionising radiation or events outside our reasonable control; normal wear and tear, gradual deterioration, leakage, evaporation, loss of joints, weakening of structure or discolouration; moth, vermin, pests, infestation, mould, mildew, rust, oxidation or atmospheric or climatic conditions; cleaning, repair, restoration, alteration or maintenance unless carried out or arranged by us and performed negligently; mechanical, electrical or electronic failure where there is no evidence of related external physical damage caused during our services; breakage of china, glass, earthenware, mirrors, pictures or other fragile articles not packed by us; goods inside wardrobes, drawers, appliances, packages, bundles, cartons, cases or containers not packed by us; goods with pre-existing defects, inherent vice, poor condition, weak construction, old repairs or insufficient stability for normal removals handling; money, documents, computer data, software, digital files, jewellery, precious metals, antiques or other special-value goods unless declared and accepted in writing; perishable goods or goods requiring a controlled environment; loss of sentimental value, loss of use, loss of amenity, loss of profit, loss of business or any indirect or consequential loss; or loss or damage caused by you or by another person outside our control. 10.2 Liability that cannot be excluded Nothing in these terms excludes or restricts liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; deliberate misconduct; or any other liability which cannot legally be excluded or restricted. Nothing in these terms affects your statutory consumer rights.
11. Claims and Complaints
11.1 Visible loss or damage Visible loss or damage should be reported to the crew and recorded on the job sheet or delivery document at delivery. 11.2 Written notification You must notify us in writing of a claim as soon as the loss or damage is discovered, or reasonably ought to have been discovered. Unless it was not reasonably possible to do so, written notification should be provided within seven days of delivery, collection, completion of unpacking by us, or discovery during supervised storage access. 11.3 Evidence You must: preserve damaged goods and relevant packaging; avoid repairing or disposing of goods until we have had a reasonable opportunity to inspect them; take reasonable steps to prevent further damage; and provide photographs, receipts, repair estimates, valuations, inventories and other reasonably requested evidence. 11.4 Complaints Complaints should be sent to MSR Removals using the contact details published on our website or booking documentation. We will investigate complaints fairly and aim to respond promptly. The notification provisions in this clause do not remove any statutory rights which cannot lawfully be excluded.
12. Delays, Completion Days and Key Waiting
12.1 General delays Except where caused by our negligence or breach of contract, we will not be liable for loss arising from delays in transit, shipping, customs, storage access, delivery or release. Arrival, transit and completion times are estimates unless expressly guaranteed in writing. 12.2 Completion-day moves Where your move depends on completion, exchange of contracts or release of keys, you must tell us before booking. The availability of keys and access to the delivery property remain outside our control. 12.3 Where the Key Waiting Waiver is not selected If you have not selected and paid for our Key Waiting Waiver: waiting time will be charged at £65 per hour from 3:00pm; charges will be calculated from 3:00pm until unloading begins or the vehicle leaves for storage; if keys or access are not available by 4:00pm, we may take the goods to a suitable local storage facility; and storage, additional handling, travel and redelivery charges are payable by you. 12.4 Where the Key Waiting Waiver is selected If the Key Waiting Waiver has been offered, selected in writing and paid for: we will wait on site without an additional hourly waiting charge from 3:00pm until the earlier of the keys becoming available or 4:00pm; if keys are not available by 4:00pm, the goods may be taken to local storage; and the waiver does not include storage, additional handling, travel or redelivery.
13. Our Right to Hold Goods
We have a general lien over goods in our possession for all amounts due to us under this or any other Agreement with you. Until all sums are paid: we may withhold delivery or release; storage and handling charges will continue; you will remain responsible for costs reasonably incurred; and these terms will continue to apply.
14. Disputes and Governing Law
We encourage you to contact us first so that we can attempt to resolve any dispute informally. If a dispute cannot be resolved, either party may propose referring it to an arbitrator appointed by the Chartered Institute of Arbitrators, subject to both parties agreeing. This does not prevent either party from commencing court proceedings. This Agreement is governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory consumer right to bring proceedings elsewhere.
15. Subcontracting
We may subcontract some or all of the work, including packing, handling, transport, shipping, storage, delivery and associated services. These terms will continue to apply where a subcontractor, associated company, carrier or trade storage partner is used. You authorise us to entrust your goods to such a provider for the purpose of carrying out the Agreement.
16. Route and Method
We may choose the reasonable route, method, vehicle, crew, container, storage facility and operational process used to provide the services. Unless exclusive use is agreed in writing, spare space in a vehicle, container or storage facility may be used for other customers' goods, provided this does not prejudice your agreed service. Carrying more than one customer's goods does not increase the applicable vehicle, load or event liability limits.
17. Storage Arranged by Us
17.1 Storage providers Storage arranged under our Agreement may be provided at premises operated by MSR Removals, an associated company, a trade storage partner or a third-party storage provider selected by us. 17.2 Movement between facilities We may move goods between suitable storage locations for operational, security, capacity or risk-management reasons. We will take reasonable care when doing so. 17.3 Access to stored goods Storage access must be arranged in advance and may be subject to handling and access charges. If goods are accessed, added, removed or rearranged, an earlier inventory may no longer be accurate; you must notify us of all changes and update the declared value. 17.4 Storage arranged directly by you Where you contract directly with a third-party storage facility, our responsibility ends when the goods are lawfully delivered to that facility, unless we have separately agreed to provide continuing storage services.
18. International Removals and Marine Transit
We will use reasonable efforts to provide helpful information concerning import and export requirements. Such information is provided in good faith; you remain responsible for checking its accuracy and obtaining specialist customs, tax or legal advice where required. Sea freight, air freight, international road transport and storage in transit may be subject to separate carrier terms, marine or transit conditions, premiums, excesses, certificates and liability limits. Required cover must be requested and paid for before goods are packed, collected or prepared for shipment.
19. Your Forwarding Address
If goods are placed into storage, you must provide a current postal address, telephone number and email address, and promptly tell us if those details change. Unless shown otherwise, notices sent to your last recorded postal or email address will be treated as received seven days after sending. If you do not provide contact details or respond to notices, we may take reasonable steps to locate you and you may be charged the reasonable costs incurred.
20. Inventory or Receipt
Where we prepare and send you an inventory, receipt, condition report or storage record, it will be treated as accurate unless you notify us in writing of an error or omission within 10 days, or another reasonable period agreed in writing. Where Full Value Liability applies, every item worth more than £5,000 must be declared and separately identified before the goods are packed, collected or stored.
21. Changes to Storage Charges
We may periodically review our storage charges. We will give you at least one month's written notice of an increase unless a longer period has been agreed. If you do not accept the increase, you may terminate the storage Agreement and arrange collection before the new rate takes effect, provided all outstanding charges are paid.
22. Sale or Disposal of Goods
If storage or other charges remain unpaid, we may give you three months' written notice requiring you to pay all outstanding amounts and remove the goods from our custody. If you fail to comply by the end of the notice period, we may, where legally permitted, sell or dispose of some or all of the goods. The reasonable costs of storage, sale and disposal will be charged to you. Net proceeds will be credited to your account. Any surplus will be paid to you without interest. If the proceeds do not cover the full balance, we may seek to recover the remaining amount.
23. Ending a Storage Agreement
23.1 Termination by us If your payments are up to date, we will not terminate an ongoing storage Agreement without giving you at least three months' written notice, except where immediate action is reasonably required for safety, legality or another serious breach. 23.2 Termination by you You must give at least 10 working days' notice to terminate storage. We will release the goods earlier where reasonably possible, provided the account is fully paid, suitable arrangements have been made, and the required handling and collection charges are paid. Storage charges remain payable until the date on which the notice should have taken effect or the actual collection date, whichever is applicable.
24. Acceptance and Personal Data
24.1 Acceptance You accept this Agreement when you do any of the following: sign or electronically accept our quotation; confirm your booking in writing; pay the deposit or another charge; instruct us to proceed; provide access for the services to begin; or otherwise clearly indicate acceptance. You should read these terms before confirming your booking. 24.2 Personal data We will process personal information reasonably required to provide quotations and services, administer bookings and accounts, collect payment, communicate with you, manage complaints and claims, prevent fraud, comply with legal obligations, and establish, exercise or defend legal claims. Further information about how we collect, use, retain and share personal information is provided in our separate Privacy Notice.
MSR Contracting Ltd trading as MSR Removals. Company number: 13912891.
Last updated: September 2026. For any queries regarding these terms, please contact us at [email protected].