These Terms and Conditions set out the basis on which we provide removal and related services in West Brompton and surrounding areas. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
In these Terms and Conditions, the following words have the meanings set out below:
1.1 The Company refers to the removal service provider supplying the services under this agreement.
1.2 The Customer refers to any individual, business or organisation that books or uses the services.
1.3 Services refers to local and regional removal, collection, delivery, loading, unloading, packing, and any related services supplied by the Company.
1.4 Goods refers to any items, furniture, personal effects, equipment, or other property handled, transported, or stored by the Company on behalf of the Customer.
1.5 Contract refers to the legally binding agreement between the Company and the Customer that arises on confirmation of a booking in accordance with these Terms and Conditions.
2.1 The Company provides domestic and commercial removal services, including the transportation of Goods from or to properties in West Brompton and other service areas as agreed at the time of booking.
2.2 The exact scope of the Services, including addresses, dates, times, and any additional requirements, will be confirmed in writing or in a booking confirmation provided to the Customer.
2.3 Any Services not expressly set out in the booking confirmation, such as packing materials, dismantling or assembling furniture, or handling items requiring specialist equipment, may incur additional charges and will only be undertaken at the Company’s discretion.
3.1 The Customer may request a quotation by providing accurate information about the collection and delivery addresses, access conditions, property size, approximate volume of Goods, special items, and preferred dates.
3.2 Any quotation issued by the Company is based on the information provided by the Customer and is not a binding offer until accepted by the Customer and confirmed by the Company.
3.3 A Contract is formed when the Customer accepts the quotation and the Company confirms the booking. Confirmation may be issued verbally or in writing, including by electronic means.
3.4 The Customer is responsible for checking that the details in the quotation and booking confirmation are correct. Any inaccuracies must be notified to the Company as soon as possible and may result in changes to the fee or to the Services offered.
3.5 The Company reserves the right to refuse or cancel a booking at its reasonable discretion, including where the Services cannot be safely or lawfully performed or where the Customer has previously failed to comply with these Terms and Conditions.
4.1 The Customer must ensure that adequate and accurate information is provided to the Company at all stages, including access restrictions, parking limitations, property layout, and any items that may require special handling.
4.2 The Customer is responsible for obtaining any necessary permissions, permits, or authorisations required for parking, loading and unloading, and building access at both collection and delivery locations.
4.3 The Customer must ensure that Goods are suitably packed and prepared for transport unless packing services have been expressly included in the booking.
4.4 The Customer must be present, or ensure that an authorised representative is present, at the agreed times for collection and delivery in order to provide instructions, confirm the Goods, and sign any relevant documentation.
4.5 The Customer must not include in the Goods any items that are prohibited, illegal, dangerous, explosive, highly flammable, perishable, or otherwise unsuitable for normal transport, including without limitation cash, securities, jewellery of high value, live animals, or hazardous materials.
5.1 Prices for the Services will be set out in the quotation or booking confirmation. Unless otherwise stated, all prices are in pounds sterling and inclusive of any applicable taxes.
5.2 The Company may require a deposit or full payment in advance to secure a booking. Any such requirement will be stated at the time of quotation or booking.
5.3 Where payment is not made in advance, the remaining balance is payable on completion of the Services on the same day, unless otherwise agreed in writing.
5.4 The Company may charge reasonable additional fees where:
a) the Services take longer than originally estimated due to factors outside the Company’s control, including but not limited to delays in gaining access, additional Goods, or inadequate packing;
b) there are additional journeys, changes to addresses, or changes in the scope of work requested by the Customer;
c) the Goods include items that were not disclosed at the time of quotation and require additional labour, vehicles, or equipment.
5.5 If the Customer fails to make payment when due, the Company may charge interest on the overdue amount at the statutory rate and may suspend further services until all outstanding sums are paid.
6.1 The Customer may cancel or amend a booking by giving notice to the Company. The effective date of cancellation or amendment is the time at which the Company receives the notice.
6.2 If the Customer cancels the booking, the Company reserves the right to apply the following cancellation charges:
a) Where cancellation is made more than seven days before the scheduled service date, any deposit paid may be refunded at the Company’s discretion, less any reasonable administrative costs.
b) Where cancellation is made within seven days but more than forty eight hours before the scheduled service date, the Company may retain part or all of any deposit to cover committed costs and lost business.
6.3 Amendments to the date, time, or scope of Services are subject to availability. The Company does not guarantee that requested changes can be accommodated and may treat substantial changes as a cancellation and new booking.
6.4 If the Company needs to cancel or significantly alter the Services due to circumstances beyond its reasonable control, including but not limited to severe weather, road closures, accidents, mechanical failure, or staff illness, it will notify the Customer as soon as reasonably practicable and either offer an alternative date or a refund of any sums paid for Services not provided.
7.1 The Customer is responsible for ensuring that suitable access and parking are available for the Company’s vehicles at both collection and delivery locations. Any parking fees, fines, or penalties arising from inadequate parking arrangements may be charged to the Customer.
7.2 The Company is not liable for delays caused by factors beyond its reasonable control, including traffic congestion, road accidents, adverse weather conditions, waiting times due to late provision of keys, or delays caused by third parties.
7.3 If the Company incurs waiting time beyond what was reasonably anticipated due to access issues, delays in the Customer’s readiness, or similar causes, it may charge additional fees at its standard hourly rate.
8.1 The Company will take reasonable care in handling and transporting the Goods.
8.2 The Company may refuse to handle or transport any item which it reasonably believes to be dangerous, illegal, insufficiently packaged, too heavy, or otherwise unsuitable for normal handling and loading.
8.3 The Customer must inform the Company in advance of any unusually large, heavy, fragile, or valuable items so that appropriate arrangements can be made.
8.4 The Company is not responsible for dismantling or assembling furniture or disconnecting or reconnecting appliances unless such services have been specifically agreed in the booking confirmation.
9.1 The Company operates in accordance with applicable waste and environmental regulations. It will only remove waste or items for disposal if such services have been expressly agreed and are lawful.
9.2 The Customer must not ask the Company to dispose of items in a manner that breaches waste regulations, including fly tipping or unlawful dumping.
9.3 Where the Company agrees to remove items for disposal, the Customer confirms that they have the right to dispose of those items and that no third party rights are infringed.
9.4 Any charges for waste removal or disposal will be agreed in advance or charged in line with the Company’s standard rates. Specialist disposal, such as electrical items, mattresses, or items containing hazardous materials, may incur additional fees.
9.5 The Company may refuse to remove or dispose of any items if it reasonably believes that doing so would breach waste regulations or pose a risk to health, safety, or the environment.
10.1 The Company will exercise reasonable care and skill in providing the Services. However, its liability is subject to the limitations set out in this clause.
10.2 The Company is not liable for any loss or damage to Goods arising from:
a) inadequate or improper packing by the Customer where the Company has not provided packing services;
b) normal wear and tear, minor marks or scratches, or pre-existing damage;
c) handling of items identified as fragile or high risk where the Customer has been advised of the risks and has requested that the items be moved;
d) delays, losses, or damages caused by third parties beyond the Company’s control.
10.3 The Customer must inspect Goods at the time of delivery and report any visible loss or damage to the Company as soon as reasonably practicable. Any claim should be made promptly with supporting details.
10.4 To the fullest extent permitted by law, the Company’s total liability in respect of any claim arising out of or in connection with the Services, whether in contract, tort, or otherwise, is limited to the lower of:
a) the value of the Goods lost or damaged, assessed on a fair replacement or repair basis; or
b) the total price paid or payable by the Customer for the Services under the Contract.
10.5 The Company is not liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or emotional distress, arising out of or in connection with the Services.
10.6 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by law.
11.1 The Company maintains insurance policies appropriate to its business. Details of cover may be provided on request.
11.2 The Customer is encouraged to consider obtaining additional insurance coverage for high value or particularly fragile items, as the Company’s liability is limited as set out in these Terms and Conditions.
12.1 If the Customer has any concerns or complaints about the Services, they should raise them with the Company as soon as possible so that the issue can be investigated and, where appropriate, resolved.
12.2 The Customer should provide a clear description of the complaint and any relevant evidence, such as photographs of any alleged damage.
12.3 The Company will deal with complaints fairly and promptly and may request additional information in order to assess the matter.
13.1 The Company will collect and use personal information supplied by the Customer for the purposes of managing bookings, providing the Services, processing payments, and, where permitted, communicating with the Customer about related services.
13.2 The Company will handle personal data in accordance with applicable data protection laws and will take reasonable steps to keep such data secure.
14.1 The Company is not liable for any failure or delay in performing its obligations under the Contract where such failure or delay results from events, circumstances, or causes beyond its reasonable control. These may include, without limitation, severe weather, acts of God, strikes, industrial disputes, road closures, accidents, or government restrictions.
14.2 In such circumstances, the Company will use reasonable endeavours to perform or resume the Services as soon as reasonably practicable.
15.1 These Terms and Conditions and any Contract formed under them are governed by and interpreted in accordance with the laws of England and Wales.
15.2 The courts of England and Wales have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
16.1 If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid or unenforceable, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will continue in full force and effect.
16.2 The Contract is between the Company and the Customer. No other person has any rights to enforce any of its terms.
16.3 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions operates as a waiver of that right or remedy.
16.4 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant Contract.
