These Terms and Conditions set out the basis on which we, as a removal services provider operating in and around Ealing, supply removal, packing, storage and related services. By placing a booking with us, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means the removal service provider supplying the services.
1.2 "Customer" means the individual or business requesting and paying for the services.
1.3 "Services" means removal, packing, unpacking, loading, unloading, storage, and any related services agreed in writing between the Company and the Customer.
1.4 "Service Area" means the areas in which the Company operates, including but not limited to Ealing and surrounding districts.
1.5 "Agreement" means the contract between the Company and the Customer incorporating these Terms and Conditions and any written quotation or confirmation.
2.1 The Company will provide removal and related services as described in the quotation or written confirmation issued to the Customer.
2.2 Services may include local household removals, office relocations, packing and unpacking, storage, and transportation of goods within the service area and to other destinations as agreed.
2.3 The Company will use reasonable skill and care in performing the services and will provide suitable vehicles, equipment and personnel for the agreed tasks.
3.1 Enquiries can be made by the Customer by providing details of the collection and delivery addresses, property type, access conditions, inventory of items, and any special requirements.
3.2 Following an enquiry, the Company may provide an estimated quotation based on the information supplied. The quotation may be subject to revision where the information provided is incomplete or inaccurate.
3.3 The Customer may be required to allow a site visit or virtual survey so the Company can assess access, parking, item quantities and any other relevant factors prior to confirming the quotation.
3.4 No booking is confirmed until the Customer has accepted the quotation in writing or through another confirmation method offered by the Company, and any required deposit has been paid.
3.5 The Customer must ensure that all information provided is accurate and complete. The Company reserves the right to adjust pricing or cancel the booking if the information is materially incorrect or misleading.
3.6 Any requested change to the booking, such as change of date, time, addresses or scope of work, is subject to the Company’s availability and may result in a revised quotation.
4.1 All prices are stated in pounds sterling. Unless specifically stated otherwise, prices are exclusive of any applicable taxes, charges or fees imposed by local authorities such as parking permits or congestion charges.
4.2 The price quoted is based on the details given at the time of quotation and may be adjusted if the actual work differs from that described. Additional charges may apply for delays, waiting time, additional items, or unforeseen access difficulties.
4.3 The Company may require a deposit to secure a booking. The amount and due date for the deposit will be communicated at the time of booking.
4.4 The balance of the payment is typically due on or before the day of the move, as specified in the quotation or booking confirmation. The Company reserves the right not to commence or continue work where payment terms have not been met.
4.5 Accepted payment methods will be specified by the Company and may include bank transfer, card payment, or other approved methods. Cash payments may be subject to restrictions for security and compliance reasons.
4.6 Where payment is not made when due, the Company may charge interest on the overdue amount at a reasonable rate and may recover any costs incurred in pursuing late payment.
5.1 The Customer may cancel or amend a booking by providing notice to the Company. The effective date of cancellation or amendment is the date on which the Company receives the notice.
5.2 Where a booking is cancelled by the Customer, the following cancellation charges may apply, unless otherwise agreed in writing:
a. Cancellation more than 7 days before the agreed service date: any deposit may be refunded or partially refunded at the Company’s discretion, after deduction of any reasonable administrative costs.
b. Cancellation between 2 and 7 days before the agreed service date: the Company may retain some or all of the deposit and may charge up to a reasonable percentage of the total quoted price.
c. Cancellation less than 48 hours before the agreed service date: the Company may charge up to 100 percent of the total quoted price to cover allocated labour, vehicles and lost opportunities.
5.3 If the Customer requests a change of date or significant amendment to the booking, this will be treated as a cancellation and new booking if the Company is unable to accommodate the change within its schedule.
5.4 The Company may cancel or postpone the services due to events beyond its reasonable control, including but not limited to severe weather, road closures, vehicle breakdown, staff illness or safety concerns. In such circumstances, the Company will notify the Customer as soon as reasonably possible and will seek to rearrange the services at a mutually convenient time. The Company will not be liable for any consequential losses arising from such cancellation or postponement.
6.1 The Customer is responsible for:
a. Providing accurate information about the premises, access, parking, and items to be moved.
b. Arranging suitable parking and any necessary permits for the Company’s vehicles at both collection and delivery addresses within the service area or beyond.
c. Ensuring that the premises are safe for the Company’s staff to work in.
d. Properly securing or removing valuables, important documents, money, jewellery, and items of sentimental value before the services commence.
e. Packing all items securely where the Company has not been engaged to provide packing services, using suitable materials to reduce the risk of damage.
f. Being present or appointing an authorised representative at both collection and delivery to oversee the work, provide instructions, and sign any required documentation.
6.2 The Customer must not request the Company to move or transport items that are hazardous, illegal, perishable, explosive, or otherwise unsuitable for transport, including but not limited to gas cylinders, firearms, flammable liquids, or chemicals.
7.1 The Company will carry out the services with reasonable care and skill and will take reasonable steps to protect the Customer’s property during loading, transport and unloading.
7.2 The Company may use its professional judgment to determine the best method of loading, securing and transporting goods. The Customer agrees to comply with any reasonable instructions given for safety or operational reasons.
7.3 The Company is not responsible for dismantling or reassembling furniture or equipment unless specifically agreed as part of the quotation. Where such services are provided, they are offered on a reasonable efforts basis and without guarantee regarding the suitability or condition of pre-existing fixtures.
7.4 The Company reserves the right to refuse to move any item that it reasonably believes may endanger its staff, vehicles, premises or other goods in transit.
8.1 The Company’s liability for loss of or damage to the Customer’s goods while under its care will be limited to a reasonable amount, considering the value of the goods and the price paid for the services, unless a higher value has been declared and additional cover agreed in writing.
8.2 The Company will not be liable for any loss or damage arising from:
a. The Customer’s failure to pack goods properly where packing services are not provided.
b. Inherent defects, weaknesses or pre-existing damage in items being moved.
c. Normal wear and tear, minor scuffs or scratches occurring during handling.
d. Loss of or damage to items such as cash, jewellery, important documents or other valuables not specifically declared and agreed in writing.
e. Acts or omissions of the Customer or any person acting on the Customer’s behalf.
8.3 The Company will not be liable for indirect or consequential losses, including but not limited to loss of profit, loss of contracts, loss of income, or emotional distress, arising from delay, damage or loss of goods.
8.4 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably possible and in any event within a reasonable period after completion of the services. The Customer must provide evidence of the loss or damage and cooperate fully in any investigation.
8.5 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot be limited or excluded under applicable law.
9.1 The Company will make reasonable efforts to adhere to agreed collection and delivery times, but such times are estimates only and may be affected by traffic, road conditions, access issues, and other factors beyond the Company’s control.
9.2 The Company will not be liable for delays or failure to perform the services where caused by events outside its reasonable control, including but not limited to traffic congestion within or beyond the service area, accidents, severe weather, or delays caused by the Customer.
10.1 The Company operates in compliance with relevant waste and environmental regulations applicable to its services.
10.2 The Company is not a general waste disposal service. Items to be discarded or disposed of must be agreed in advance. Additional charges may apply for removal and disposal of unwanted items.
10.3 The Customer must not request the Company to dispose of hazardous or prohibited waste, including but not limited to chemicals, paint, asbestos, tyres, gas cylinders, medical waste or electrical items requiring specialist disposal.
10.4 Where the Company agrees to remove items for disposal, it will use lawful and appropriate disposal methods and facilities. The Customer remains responsible for ensuring that items presented for disposal are permitted for collection and do not breach any legal or environmental restrictions.
10.5 The Company may refuse to remove or transport any items that it reasonably believes would breach waste, environmental or transport regulations.
11.1 The Company will maintain appropriate insurance cover as required by law and good industry practice in relation to its vehicles and operations.
11.2 The Customer is encouraged to obtain their own insurance for high-value or fragile items, or to arrange additional cover if the standard liability limits of the Company are not sufficient for their needs.
12.1 If the Customer is dissatisfied with any aspect of the services, they should raise the issue with the Company as soon as possible so that it can be addressed promptly.
12.2 The Company will review and respond to complaints within a reasonable timeframe, and may request additional information or evidence to assess the matter.
12.3 The Company aims to resolve disputes amicably. If a dispute cannot be resolved directly, the parties may consider informal mediation or other appropriate methods of dispute resolution.
13.1 The Company will collect and process personal data relating to the Customer only as necessary to provide the services, manage bookings, process payments, and comply with legal obligations.
13.2 The Company will handle personal data in accordance with applicable data protection laws and will take reasonable measures to protect such data from unauthorised access or disclosure.
14.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
15.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed removed to the extent necessary, and the remaining provisions shall continue in full force and effect.
15.2 No waiver of any breach of these Terms and Conditions shall be effective unless in writing, and no waiver shall be construed as a waiver of any subsequent breach.
15.3 The Agreement, including these Terms and Conditions and any written quotation or confirmation, constitutes the entire agreement between the Company and the Customer and supersedes any prior understandings or arrangements, whether oral or written.
15.4 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company.
15.5 The Company may update or amend these Terms and Conditions from time to time. Any such changes will not affect existing bookings already accepted, unless required by law.
By confirming a booking with the Company, the Customer acknowledges that they have read, understood and agreed to these Terms and Conditions.
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