You have a quote you are happy with. Then the company asks for payment, and nothing has moved yet. If this is the most you have ever paid for something you cannot see, it is reasonable to pause.
Quick answer: paying a removal company before your move is normal. The questions that matter are how much, what happens if your date changes, and what protects the money if the company fails. Those answers should be in the written terms you are given before you pay, not only in a phone call.
Is it normal to pay a removal company in advance?
Yes. A removal company commits a crew, vehicles, packing materials and space on a sailing or a road service for your date, often weeks ahead. Some firms take a deposit and the balance later. Many, including BAR members, take payment at or shortly after booking.
Our own terms are a useful example, because they are public. Unless we agree otherwise in writing, payment is due in full when the removal is booked, and advance payments are protected under the BAR Advanced Payment Guarantee scheme.
Two things are worth separating when you read any quote:
- What you are paying for. A quote usually covers the removal itself. Ours states that, unless shown otherwise, it does not include moving liability cover, a cancellation or postponement waiver, customs duties, port charges such as demurrage and inspections, or fees and taxes payable to government bodies.
- When it falls due. A deposit, a full payment and a balance due date are different arrangements. Ask which applies, and get the date in writing.
What happens if your date changes?
This is where most deposit disputes begin. Moving abroad depends on things outside your control: a visa, a house sale, a start date. Reviews of removal firms in 2026 include customers who lost a deposit after a collection date moved, and firms replying that the money reserved resources they could not re-sell.
A fair contract will say what you pay, by notice period. Here is ours, from the Gerson Moving Services terms and conditions:
| If you cancel or postpone | The charge |
|---|---|
| More than 10 working days before the removal | No charge |
| Between 5 and 10 working days before | Not more than 30% of the removal charge |
| Less than 5 working days before | Not more than 60% of the removal charge |
| Within 24 hours of the move | Not more than 75% of the removal charge |
| On the day work starts, or after it starts | Up to 100% of our charges |
Working days mean Monday to Friday, excluding public holidays.
The reason for a schedule like this is simple. Close to the date, a firm may be unable to re-fill the slot, and it has already paid for staff and materials. What you want to see is a clear table, not a vague phrase such as “cancellation fees may apply”.
A cancellation or postponement waiver is sometimes available for an extra payment. Where we offer one, and it is paid for before the move starts, it waives the charges in the first three bands above, provided we have written notice by 17:00 on the working day before services begin. It covers one cancellation or postponement. If your visa or sale is not yet certain, it is worth asking about.
Want To See The Terms Before You Commit?
Your move manager will go through what you pay, when you pay it and what happens if your date moves, before anything is booked. If your visa or sale date is uncertain, say so at the start and we will plan around it.
What protects your money?
Three different protections apply at different moments. They are often confused, so it helps to take them one at a time.
The BAR Advanced Payment Guarantee is for the worst case: the removal company fails. The British Association of Removers runs the scheme so that a customer’s advance payment is protected if a member company ceases trading. It applies to private individuals moving home to, from or within the UK, including worldwide moves. Not every removal company belongs to BAR, so ask whether your firm is covered, and ask to see the details of the scheme. A company paying for an employee’s move should check how it applies to them.
Your card. Under Section 75 of the Consumer Credit Act, if you pay at least part of a purchase by credit card and the cash price is over £100 and not more than £30,000, your card provider can be jointly liable if the company breaches the contract. Debit cards are outside Section 75, but your bank may be able to attempt a chargeback under the card scheme’s rules, which has time limits. Neither is automatic. Financial Ombudsman decisions show that where a cancellation charge is set out in the terms and applied as written, a claim can fail. These routes protect against a breach of contract, not against the terms you agreed.
The dispute route. BAR members follow a Code of Practice approved by Trading Standards, and disputes can go to an independent scheme, operated by the Furniture & Home Improvement Ombudsman. That is the route if you and the company disagree about a charge and cannot settle it between you.
None of these is the same as moving liability cover. Payment protection is about your money. MoveProtect, the cover we offer, is about your belongings. If you only remember one thing from this page, make it that difference.
Five things to check before you pay
- Is it a deposit or full payment, and when is the rest due? Get it in writing.
- Is there a cancellation table by notice period? If the terms are vague, ask for it.
- Who is the guarantee with? Check the firm on the BAR member search and ask for the scheme details.
- What is the date on the booking, and how firm is it? A collection “week” and a collection “date” are different promises, and that gap is where disputes start. Ask how much notice either side must give.
- How are you paying? A credit card can add a layer of protection. A bank transfer to a personal account should stop you in your tracks; see how to avoid removal company scams.
What we do when a date moves
Dates move on a lot of international removals. Your dedicated move manager is your primary contact throughout, so you make one call, to someone who already knows your file.
The earlier you tell us, the more options there are. More than 10 working days out, moving the date carries no charge. If your new home is not ready, storage in transit may be the better answer than postponing at all, because your collection stays as planned and your belongings wait until you are ready. If you already know your date depends on a visa or a completion, tell us at the quote stage, and your move manager will plan the booking with that in mind.
Frequently Asked Questions
How much deposit should a removal company ask for?
There is no set figure. Some firms take a fixed sum and some take payment in full at booking, which is common and is what our terms ask for unless agreed otherwise. What matters more than the amount is what the written terms say about changes, and whether advance payments are protected.
Do I get my deposit back if I cancel my removal?
It depends on your terms and how much notice you give. Under our schedule, there is no charge for cancelling more than 10 working days before the removal; the charge then rises in bands. Other firms may treat a deposit as non-refundable, so check before you pay.
What happens to my money if a removal company goes bust?
If the firm belongs to the BAR Advanced Payment Guarantee scheme, your advance payment is protected for moves covered by the scheme. If it does not, you may need to rely on your card provider, or claim as an unsecured creditor. Check the firm’s membership on the BAR website before you pay.
Is it safe to pay a removal company by bank transfer?
It can be, if the account is in the company’s name and you have verified the firm. A transfer gives you none of the card protections, though, so a credit card is worth considering for at least part of the payment. Be wary of any request to pay a personal account.
Does Section 75 cover international removals?
It can, where the cash price is over £100 and not more than £30,000, you paid at least part by credit card, and the company has breached the contract. It does not usually help if a charge was applied in line with terms you agreed. Your card provider decides first, and the Financial Ombudsman can review the decision.
Can I change my collection date after booking?
Usually, yes, but ask how much notice is needed and what it costs. With us, more than 10 working days’ notice carries no charge. Sailings and consolidation dates can limit which new dates are available, so your move manager will talk you through the options.
Related Topics
- Hidden charges in removal quotes
- What happens if your international removal goes wrong
- Our accreditations
- Storage in transit
Ask to see it in writing
Before you pay anything, your move manager can show you exactly what your quote includes, when payment is due and what would happen if your date moves. If anything in it is unclear, ask. We would rather answer it now.
