Removals London Service Terms and Conditions
These Terms and Conditions set out the basis on which Removals London provides domestic and commercial removal, relocation, packing, storage, and associated services within London and the wider United Kingdom. By making a booking, paying a deposit, or allowing our team to begin work, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 We, us, our means Removals London, the removal services provider.
1.2 You, your means the customer who places the order with us and in whose name the contract is made.
1.3 Services means any removal, packing, unpacking, loading, unloading, transport, delivery, storage, or related services we agree to provide.
1.4 Goods means all items, effects, and property which are to be removed, packed, transported, handled, or stored by us.
1.5 Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation provided by us.
2. Quotations and Service Area
2.1 Any quotation given by us is based on the information supplied by you and is valid for thirty days from the date of issue unless stated otherwise.
2.2 Our quotation covers only the services explicitly described. Additional services requested at or after the start of the work may incur extra charges.
2.3 Quotations are usually provided on the basis of work carried out within our normal service areas, including London and surrounding regions. Journeys beyond these areas or into congestion or emission charging zones may attract additional charges where applicable.
2.4 We may revise our quotation or apply surcharges if:
a Changes are made to the collection or delivery address, including restricted access, parking limitations, or additional floors.
b The volume or nature of the goods differs from that originally described.
c The work cannot be completed in one continuous operation due to delays outside our control, including traffic restrictions or access problems.
d Services are required on weekends, public holidays, or outside our standard operating hours, where not originally quoted.
3. Booking Process
3.1 Bookings are accepted subject to availability and are not guaranteed until confirmed by us in writing.
3.2 You are responsible for providing accurate and complete information at the time of requesting a quotation and confirming a booking, including:
a Full addresses for collection and delivery locations.
b Details of property access, such as stairs, lifts, narrow streets, loading restrictions, or parking arrangements.
c An accurate list or description of the goods, including bulky, heavy, fragile, or high-value items.
d Details of any items that may require dismantling, reassembly, or specialist handling.
3.3 We may request photographs, inventories, or a pre-move survey in order to provide an accurate quotation and to assess access and service requirements.
3.4 A booking is formed and a contract arises when you accept our quotation and we issue a written confirmation of the booking, which may be by electronic means.
4. Deposits and Payments
4.1 We may require payment of a deposit to secure your booking. The amount and due date for the deposit will be specified in our quotation or booking confirmation.
4.2 Unless otherwise agreed in writing, the balance of all charges is payable no later than the start of the removal service on the agreed date. For some services, payment may be required in full in advance.
4.3 Payment must be made by an accepted payment method as notified by us. We reserve the right to refuse to commence or continue services if payment has not been received in accordance with these terms.
4.4 All charges are exclusive of any applicable taxes, duties, tolls, permits, congestion or emission charges, unless expressly stated otherwise. Where such charges apply and are not included in the quotation, they will be charged in addition.
4.5 If you fail to pay any sum due to us by the due date, we may:
a Charge interest on the overdue amount at the statutory rate until payment is received in full.
b Withhold or suspend services, including the release of stored goods, until all outstanding sums are settled.
c Exercise a lien over any goods in our possession or control until payment has been made.
5. Cancellations and Postponements
5.1 If you wish to cancel or postpone your booking, you must notify us as soon as possible in writing.
5.2 Cancellation or postponement charges may apply as follows, unless otherwise stated in your quotation or booking confirmation:
a More than seven days before the agreed service date No cancellation fee and any deposit paid will be refunded, subject to any pre-incurred costs.
b Between seven days and forty eight hours before the agreed service date A charge of up to fifty percent of the total service price may be applied.
c Less than forty eight hours before the agreed service date A charge of up to one hundred percent of the total service price may be applied.
5.3 If we arrive at the collection address at the agreed time and are unable to commence work due to issues outside our control, including lack of access, keys not available, or failure to obtain parking permissions, this may be treated as a late cancellation and full charges may apply.
5.4 We may cancel or postpone the contract where:
a You fail to pay any required deposit or balance on time.
b We reasonably believe that the work may put our staff, vehicles, or third parties at risk of injury, damage, or legal non-compliance.
c Circumstances arise that are beyond our reasonable control, including severe weather, accidents, road closures, strike action, or other events which make it impossible or unsafe to proceed. In such cases, our liability will be limited to refunding any prepayments for services not carried out, and we will not be responsible for any consequential losses.
6. Your Responsibilities
6.1 You must ensure that:
a All goods are properly prepared for removal, with breakable or delicate items adequately packed unless we have agreed to provide packing services.
b All goods to be removed are made available on the agreed date and time and are clearly identified.
c You or an authorised representative is present at both collection and delivery addresses to provide access, instructions, and confirmations.
d All necessary permits, parking suspensions, or access permissions are obtained in advance where required by local authorities or building management.
e Any appliances are properly disconnected and safe to move prior to our arrival, unless specific arrangements for such services have been made with us.
6.2 You must not include in the goods any items that are prohibited, illegal, dangerous, explosive, corrosive, flammable, perishable, or otherwise unsuitable for transport or storage, including but not limited to gas cylinders, fuels, chemicals, firearms, or live animals.
6.3 You must inform us in advance of any goods of particularly high value or of unusual nature or fragility, as special packing, handling, or insurance may be required.
7. Our Responsibilities and Limitations of Service
7.1 We will carry out the services with reasonable care and skill, in accordance with industry practice for professional removal services.
7.2 Unless expressly agreed in writing, we do not undertake:
a The disconnection, reconnection, dismantling, or reassembly of appliances, fixtures, or fittings.
b The removal of any items that are permanently fixed to a property without appropriate preparation by you.
c The packing or handling of goods that are not reasonably accessible or that present unreasonable risk to our staff or vehicles.
7.3 Timings provided for arrival, collection, and delivery are estimates and may be affected by traffic, weather, access issues, or other factors outside our control. We will make reasonable efforts to meet agreed times but do not accept liability for delays that do not result from our negligence.
8. Liability for Loss or Damage
8.1 Our liability for loss of or damage to goods arising from our negligence or breach of contract is limited as set out in this section, unless a higher level of cover has been agreed in writing.
8.2 We will not be liable for:
a Loss or damage arising from inherent defects, weaknesses, or pre existing damage in the goods.
b Damage to goods that are poorly packed by you or a third party, or where cartons are not properly sealed.
c Loss of or damage to items of sentimental, special, or exceptional value, or to cash, jewellery, documents, or electronic data, unless we have expressly agreed to handle such items and an appropriate level of cover has been arranged.
d Damage to the internal or external surfaces of any furniture, items, or property where there is no clear evidence that the damage was caused by our negligence.
8.3 Our total liability for any claim or series of claims arising from a single event shall not exceed a reasonable market value of the affected goods or such other sum as we may specify in our quotation or confirmation, whichever is lower.
8.4 We will not be liable for any indirect or consequential loss, including loss of profits, loss of revenue, loss of use, or loss of enjoyment, arising out of or in connection with the services.
8.5 You must notify us in writing of any visible loss or damage as soon as reasonably possible, and in any event within seven days of completion of the services, otherwise we may not be able to consider your claim.
9. Damage to Property
9.1 We will use reasonable care to avoid damage to property during the performance of our services.
9.2 Where access to premises involves stairs, narrow corridors, lifts, or other restrictions, we cannot be held liable for damage to walls, floors, doors, or fixtures if we have warned you that such damage may occur and you have asked us to proceed.
9.3 It is your responsibility to protect floors, carpets, and other vulnerable surfaces where necessary. We can, on request, provide basic protection materials, which may be subject to additional charges.
10. Waste Regulations and Disposal
10.1 We comply with applicable waste management and environmental regulations relating to the transport and disposal of waste and unwanted items.
10.2 We are not obliged to remove or dispose of any waste, rubbish, or unwanted items unless this has been expressly agreed as part of the services.
10.3 Where we agree to remove and dispose of items, they will be treated as waste and may be recycled, reused, or disposed of at licensed facilities in accordance with relevant regulations.
10.4 You confirm that you have the legal right to dispose of any items you instruct us to remove as waste and that such items do not include hazardous, controlled, or prohibited materials.
10.5 Additional charges may apply for waste removal services, including any fees charged by disposal facilities, waste transfer stations, or relevant authorities.
11. Storage Services
11.1 Where storage services are provided, your goods will be stored in facilities selected by us and will be subject to these Terms and Conditions, together with any additional storage terms we may issue.
11.2 Storage charges are payable in advance and continuing storage may be refused where payments are outstanding.
11.3 We may exercise a lien over stored goods until all fees for services and storage are paid in full. If amounts remain unpaid after reasonable notice, we may sell or dispose of goods in accordance with applicable law and apply any proceeds toward outstanding balances.
12. Insurance and Risk
12.1 You are encouraged to arrange appropriate insurance cover for your goods during removal and storage. We may be able to offer or assist in arranging additional cover where requested, subject to separate terms.
12.2 Risk in the goods remains with you at all times. Our liability is limited as described in these Terms and Conditions and does not replace the need for your own insurance.
13. Complaints
13.1 If you are dissatisfied with any aspect of our services, you should notify us in writing as soon as possible so that we may seek to resolve the issue.
13.2 We will investigate complaints promptly and aim to respond within a reasonable timeframe. You agree to cooperate with any investigation and provide relevant information and evidence as requested.
14. Data Protection
14.1 We will process personal data in connection with the provision of services in a manner consistent with applicable data protection laws.
14.2 We will use your personal information for purposes such as managing your booking, providing services, handling payments, and dealing with enquiries or complaints.
15. Force Majeure
15.1 We will not be liable for any failure or delay in performing our obligations where such failure or delay results from events or circumstances beyond our reasonable control, including but not limited to extreme weather, natural disasters, accidents, road closures, strikes, civil unrest, or government restrictions.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services shall be governed by and construed in accordance with the laws of England and Wales.
16.2 You and we 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.
17. General Provisions
17.1 No variation of these Terms and Conditions shall be effective unless agreed in writing by us.
17.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
17.3 No failure or delay by us in exercising any right or remedy shall operate as a waiver of that or any other right or remedy.
17.4 These Terms and Conditions, together with any written quotation or confirmation, constitute the entire agreement between you and us in relation to the services and supersede any previous agreements or understandings.
