BLACKLAKE REMOVALS – TERMS & CONDITIONS

Last updated: 24 August 2026

These Terms & Conditions apply to removal, packing and associated services provided by BlackLake Removals (“we”, “us”, “our”) to the customer (“you”, “your”).

By accepting our quotation and confirming a booking, you agree to these Terms & Conditions.
 

1. Quotations

Our quotations are based on the information provided by you at the time of quoting. This may include photographs, videos, inventories, property details, access information and any other information supplied.

Unless otherwise stated, quotations are based on the items, properties and services agreed at the time the quotation is provided.

If the volume of belongings, access requirements, number of collection or delivery addresses, dismantling requirements, packing requirements or other circumstances are materially different from those originally described, additional charges may apply.

Where additional work is required, we will explain this and agree any additional charge with you before carrying out that additional work wherever reasonably possible.
 

2. Changes to the Move

Please tell us as soon as possible if anything changes after your quotation, including additional furniture, boxes, collection or delivery addresses, access arrangements, dismantling requirements or packing requirements.

We will always try to accommodate reasonable additions.

Where additional items or work require extra van capacity, additional journeys, additional staff or significantly more time, an additional charge may apply. This will be discussed with you before the additional work is undertaken wherever reasonably possible.
 

3. Access & Parking

You must tell us about anything that may materially affect access at either property before your move.

This includes:

• Flats or apartments and the floor they are located on

• Properties without a lift

• Restrictions on lift use

• Long carrying distances

• Narrow staircases, doorways or corridors

• Restricted vehicle access

• Parking restrictions

• Height or weight restrictions

• Permit requirements

Where reasonably possible, suitable parking should be available close to the property.

Additional charges may apply where significant access difficulties were not disclosed when the quotation was provided and these materially increase the work required.
 

4. Dismantling & Reassembly

Furniture will only be dismantled or reassembled where this has been included within the agreed quotation or subsequently agreed with us.

Please tell us in advance about furniture that requires dismantling or reassembly.

We will take reasonable care when carrying out this work. However, some older, previously damaged, modified or flat-pack furniture may be weakened by repeated dismantling and reassembly.

Where reasonably possible, we will advise you if we believe dismantling or reassembling an item presents an unusual risk.
 

5. Packing Services

Where BlackLake Removals provides a packing service, we will take reasonable care when packing your belongings and use appropriate packing materials.

Where you pack your own belongings, you are responsible for ensuring that items are adequately packed and that boxes or containers are suitable for transportation.

Please bring particularly fragile, valuable or unusually delicate items to our attention before the move.
 

6. Items We Cannot Transport

Unless specifically agreed in advance, we will not transport items that cannot legally or safely be carried, including:

• Illegal goods

• Explosives

• Firearms or ammunition

• Gas cylinders

• Flammable liquids

• Hazardous chemicals or materials

• Perishable goods requiring temperature-controlled transport

• Live animals

Please tell us in advance about unusually heavy or specialist items such as safes, pianos, machinery or exceptionally large furniture.

We reserve the right to refuse to transport an item where we reasonably believe doing so would be illegal or unsafe.
 

7. Valuable & Personal Items

Where reasonably possible, you should personally retain money, jewellery, passports, important documents, keys, watches and other small high-value or irreplaceable items.

Please notify us before the move about particularly valuable, fragile, unusual or irreplaceable items requiring special handling.
 

8. Waiting for Keys

We understand that completion-day key releases are sometimes delayed.

Where your quotation includes our standard completion-day removal service, we do not charge additional waiting time solely because the release of your keys is delayed on moving day.

This does not cover circumstances that materially change the agreed removal service, such as the move being postponed to another day, a change of destination, the destination becoming inaccessible, or circumstances requiring additional journeys, accommodation, staff or other additional services.

If circumstances materially change, we will discuss the available options and any additional costs with you.
 

9. Customer Responsibilities

You are responsible for:

• Providing accurate information about your move

• Ensuring belongings are ready for collection at the agreed time

• Providing reasonable access to the properties

• Informing us about relevant access or parking restrictions

• Emptying and appropriately preparing appliances

• Informing us about belongings in lofts, garages, sheds and gardens

• Ensuring prohibited or dangerous items are not packed for transportation

• Removing fixtures and fittings unless we have specifically agreed to do this

• Checking the property before we leave to ensure nothing intended for transportation has been left behind
   

10. Delays Outside Our Control

We will make reasonable efforts to arrive and complete your move at the agreed time.

Occasionally, timings may be affected by circumstances outside our reasonable control, including severe traffic disruption, road closures, extreme weather, vehicle breakdown, accidents or emergencies.

If a significant delay occurs, we will contact you as soon as reasonably possible and take reasonable steps to minimise disruption.
 

11. Loss or Damage

BlackLake Removals will provide its services with reasonable care and skill, as required by applicable consumer law.

We take reasonable care when handling and transporting customers' belongings.

Please report any visible loss or damage to us as soon as reasonably possible so that we have an opportunity to investigate.

Where appropriate, claims will be dealt with in accordance with the circumstances of the move and our applicable insurance cover.

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful or affects your statutory rights as a consumer.
 

12. Payment

The agreed price and payment arrangements will be confirmed as part of your quotation or booking.

Unless otherwise agreed with you, payment is due on completion of the removal service.

Where additional work is requested that was not included within the original quotation, any additional charge will be discussed and agreed before that work is carried out wherever reasonably possible.
 

13. Cancellation by the Customer

We understand that circumstances can change. If you need to cancel your move, please tell us as soon as possible.

Where at least 48 hours' notice is provided, BlackLake Removals will not normally charge a cancellation fee, subject to any separate costs already reasonably incurred specifically for your booking.

Where a booking is cancelled with less than 48 hours' notice, we reserve the right to charge a reasonable cancellation fee to cover losses directly resulting from the late cancellation. This may include committed staffing costs, vehicle costs, materials purchased specifically for the booking and work we have reasonably been unable to replace at short notice.

Where a booking is cancelled on the day, or we attend the property and are unable to carry out the agreed service because of circumstances within the customer's control, a higher cancellation charge may apply where our resulting reasonable loss is greater.

Any cancellation charge will be based on the reasonable loss caused by the cancellation and will not be used as a penalty. Where we are able to reduce our loss, for example by obtaining replacement work, this will be taken into account.

This approach reflects UK consumer guidance that cancellation charges should represent genuine losses caused by cancellation rather than disproportionate penalties.
 

14. Moving Date Changes & Rescheduling

We understand that moving dates can change, particularly where a property chain or completion is involved.

If your completion date changes, please tell us as soon as possible.

Where you wish to reschedule rather than cancel your move, we will make reasonable efforts to transfer your booking to the new date without a cancellation charge.

This remains subject to our availability, and we cannot guarantee that we will be available on the revised date.

Where a last-minute change causes unavoidable costs or work has already been carried out specifically for your booking, we will discuss this with you before agreeing the revised arrangements.
 

15. Statutory Cancellation Rights

If you are a consumer and enter into your contract with us at a distance — for example online, by telephone, email, WhatsApp or social media — you may have a statutory right to cancel the contract during a 14-day cancellation period.

Where this statutory cancellation right applies, it takes priority over our normal 48-hour cancellation policy.

If you ask us to begin providing services during your statutory cancellation period, we may require your express request for us to begin early.

If services have begun at your express request and you subsequently exercise a statutory right to cancel, you may be required to pay an appropriate amount for services already supplied, where permitted by law.

Where the service has been fully performed during the cancellation period following the required request and acknowledgement, the statutory cancellation right may end once the service has been fully performed.

Nothing in these Terms & Conditions limits any statutory cancellation rights you may have.
 

16. Packing Materials & Work Already Completed

Where packing materials or other items have been purchased specifically at your request, or packing or other services have already been carried out before a cancellation or rescheduling, you may be responsible for reasonable costs already incurred where permitted by law.

Any amount charged will reflect the goods or services actually supplied and the reasonable costs incurred.
 

17. Cancellation by BlackLake Removals

In exceptional circumstances, we may need to cancel or alter a booking because circumstances genuinely outside our reasonable control make it impossible or unsafe to provide the agreed service.

We will notify you as soon as reasonably possible.

Where we cancel and you are not at fault, you will not be charged for services that have not been provided, and any payment already made for those services will be refunded where applicable.
 

18. Third Parties

Where another person arranges the removal on your behalf, you remain responsible for ensuring that the information supplied about the move is accurate and that anyone acting on your behalf is aware of the agreed arrangements.
 

19. Complaints

If you are unhappy with any aspect of our service, please contact us as soon as possible so that we have an opportunity to investigate and resolve the issue.

BlackLake Removals
Email: info@blacklakeremovals.co.uk
Telephone: 01332 480 473
 

20. Your Consumer Rights

Nothing in these Terms & Conditions affects your statutory rights.

Services supplied by BlackLake Removals will be provided in accordance with applicable UK consumer law.

Consumer services must generally be performed with reasonable care and skill, within a reasonable time where no time has been agreed, and for a reasonable charge where a price has not been fixed.

21. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any dispute will be dealt with under the jurisdiction provided for by applicable law.