London Removal Terms and Conditions
These Terms and Conditions set out the basis on which London Removal provides household and commercial removal, packing, storage, and related services within London and the surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
1.1 Company means London Removal, the removal services provider.
1.2 Customer means the individual, business, or organisation that books or receives services from the Company.
1.3 Services means any removal, packing, loading, unloading, transportation, storage, furniture dismantling or reassembly, or related services supplied by the Company.
1.4 Service Area means London and other areas where the Company agrees to provide services from time to time.
1.5 Contract means a legally binding agreement between the Customer and the Company for the supply of Services, incorporating these Terms and Conditions and any written quotation or order confirmation supplied by the Company.
2. Scope of Services
2.1 The Company provides domestic and commercial removal services, including loading, transportation, unloading, packing and unpacking, furniture dismantling and reassembly, and short-term or long-term storage where agreed in writing.
2.2 The precise scope of Services for each move will be detailed in the quotation or confirmation of booking provided to the Customer.
2.3 The Company will use reasonable care and skill when providing the Services and will aim to complete work within the agreed timeframe, subject to traffic conditions, access constraints, and other circumstances beyond the Company’s reasonable control.
3. Booking Process
3.1 Customers may request a quotation for Services by providing accurate information regarding collection and delivery addresses, access details, property size, inventory of items, special handling requirements, and preferred dates.
3.2 Quotations are based on information supplied by the Customer. If any details are incomplete, inaccurate, or change before or during the move, the Company reserves the right to revise the quotation and charge for any additional work, waiting time, or extra journeys required.
3.3 Quotations are not binding offers and may be subject to change until confirmed by the Company. A Contract is formed only when the Company issues a written or electronic confirmation of booking or when a deposit is received, whichever occurs first.
3.4 The Customer is responsible for checking all details in the quotation and confirmation of booking. Any errors or omissions must be notified to the Company as soon as possible and in any event prior to the date of the Service.
3.5 The Company reserves the right to refuse or cancel any booking where the Customer has provided insufficient or misleading information, or where the Company considers that the work cannot be carried out safely or lawfully.
4. Payments and Charges
4.1 Prices are calculated based on factors including the volume of goods, distance, required manpower, access conditions, and the level of services such as packing or storage. All prices will be communicated to the Customer prior to confirmation of booking.
4.2 Unless otherwise stated, quoted prices are exclusive of any additional charges that may arise due to parking fees, congestion or low emission zone charges, tolls, or waiting time. Such additional costs will be payable by the Customer.
4.3 The Company may require a deposit to secure the booking. The deposit amount and payment deadline will be specified in the quotation or booking confirmation.
4.4 The balance of any charges is payable in accordance with the payment terms in the quotation or booking confirmation. Unless otherwise agreed, full payment is due no later than the day of the move and prior to unloading at the final destination.
4.5 Payment must be made using the methods accepted by the Company at the time of booking or service. The Company reserves the right to charge interest on overdue amounts at the statutory rate until payment is received in full.
4.6 If the Customer fails to pay any sum due under the Contract, the Company may suspend or withhold Services and retain possession of any goods in its custody until payment is made. The Company may also charge reasonable storage fees and administration costs incurred as a result of late payment.
5. Cancellations, Amendments, and Delays
5.1 The Customer may cancel or amend a booking by giving the Company written or electronic notice. Cancellation fees may apply, depending on when notice is given relative to the agreed date of service.
5.2 If the Customer cancels more than seven days before the scheduled service date, any deposit paid may be refunded or credited at the Company’s discretion, subject to reasonable administrative charges.
5.3 If the Customer cancels within seven days but more than 48 hours before the scheduled service date, the Company may retain part or all of the deposit or apply a cancellation fee to cover administrative costs and loss of business.
5.4 If the Customer cancels within 48 hours of the scheduled service date, fails to be present at the agreed time, or the move cannot proceed due to the Customer’s actions or omissions, the Company reserves the right to charge up to the full quoted price.
5.5 Customers requesting changes to the moving date, addresses, or scope of work must notify the Company as early as possible. The Company will use reasonable efforts to accommodate changes but cannot guarantee availability. Additional charges may apply.
5.6 The Company is not liable for delays or failure to perform the Services due to circumstances beyond its reasonable control, including but not limited to severe weather, road closures, accidents, traffic congestion, industrial action, or delays caused by third parties such as building management or local authorities.
6. Customer Responsibilities
6.1 The Customer is responsible for:
a. Ensuring suitable parking and access for the Company’s vehicles at collection and delivery sites, and obtaining any necessary permits.
b. Providing accurate information about access restrictions, such as narrow roads, height limits, or internal obstacles.
c. Packing goods safely and securely where packing is not part of the agreed Services.
d. Disconnecting and preparing all appliances in accordance with manufacturers’ instructions prior to removal, unless otherwise agreed.
e. Arranging appropriate insurance cover for high-value items where required, in addition to any cover provided by the Company.
f. Being present or represented at collection and delivery to direct the placement of items and sign any relevant documentation.
6.2 The Customer must not include in the goods to be moved any items that are prohibited, unlawful, or dangerous, including but not limited to explosives, weapons, flammable substances, toxic materials, counterfeit goods, perishable food, live animals, or plants unless expressly agreed in writing.
6.3 If the Company discovers or reasonably suspects that prohibited or unsafe items are included in a consignment, it may refuse to move such items, dispose of them safely, or notify the relevant authorities, and the Customer shall be liable for any related costs, losses, or damages.
7. Company Responsibilities
7.1 The Company will perform the Services with reasonable care and skill and in accordance with applicable laws and regulations.
7.2 The Company will take reasonable steps to protect the Customer’s property and premises, including the use of appropriate equipment, coverings, and handling techniques where suitable and reasonably practicable.
7.3 The Company will use reasonable efforts to arrive at the agreed time but cannot guarantee exact arrival or completion times. Any times given are estimates only.
8. Liability and Limitations
8.1 The Company’s liability for loss of or damage to goods arising from negligence, breach of contract, or other cause is limited to a reasonable amount per item or per consignment, subject to any specific limits stated in the quotation or booking confirmation and any applicable insurance cover held by the Company.
8.2 The Company shall not be liable for:
a. Damage to items that are inherently fragile or have a pre-existing defect, including but not limited to items made of glass, china, stoneware, or delicate materials, unless the Company has agreed in writing to provide specialist handling.
b. Loss or damage arising from inadequate or improper packing by the Customer when packing is not part of the agreed Services.
c. Loss of or damage to jewellery, watches, precious metals, cash, securities, important documents, or items of exceptional value unless these have been specifically declared and accepted in writing by the Company with agreed cover.
d. Normal wear and tear, minor marks, or scuffs that may occur during handling and transport despite reasonable care being taken.
e. Lossess arising from circumstances beyond the Company’s reasonable control.
8.3 The Company’s total aggregate liability for any single claim or series of related claims shall not exceed the value of the goods being moved or a reasonable limit specified in the quotation, whichever is lower, unless otherwise agreed in writing.
8.4 Nothing in these Terms and Conditions limits or excludes 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 lawfully be excluded or limited under UK law.
9. Claims and Complaints
9.1 Any visible loss of or damage to goods or property must be reported to the Company as soon as reasonably practicable and, in any event, within a reasonable time after completion of the Services.
9.2 The Customer should provide evidence of any loss or damage claimed, including photographs, descriptions, and supporting documentation such as receipts for high-value items where available.
9.3 The Company will investigate all claims and may request access to inspect the goods or property. The Customer shall allow reasonable opportunity for inspection and cooperation with the Company’s enquiries.
9.4 Where a claim is accepted, the Company may at its discretion repair the damaged item, arrange a suitable replacement, or pay fair compensation up to the applicable liability limit.
10. Waste, Recycling, and Environmental Regulations
10.1 The Company complies with applicable waste and environmental regulations when providing removal and clearance services within its Service Area.
10.2 The Company is not a general waste carrier unless expressly stated. Where the Customer requests disposal or clearance of items, this must be agreed in advance and may be subject to additional charges, including recycling, tipping, or processing fees.
10.3 The Customer must not request the Company to dispose of hazardous or controlled waste, including chemicals, asbestos, clinical waste, or electrical items that require specialist treatment, unless the Company has specifically agreed to handle these in compliance with relevant regulations.
10.4 Items left behind for disposal without prior agreement may not be collected and the Customer will remain responsible for lawful disposal.
10.5 The Company encourages reuse and recycling where possible and may, at its discretion, suggest environmentally responsible options for unwanted items, including donation or recycling services, subject to availability and agreement on charges.
11. Insurance
11.1 The Company maintains appropriate insurance cover for its operations in line with industry practice. Details of cover, including any applicable limits and exclusions, are available on request.
11.2 The Customer is encouraged to arrange additional insurance for high-value or particularly fragile items if required, as the Company’s liability is limited as set out in these Terms and Conditions.
12. Storage Services
12.1 Where storage services are provided, goods will be stored in facilities selected by the Company, which may be operated by the Company or by third-party providers.
12.2 Storage charges are payable in advance at the agreed rate. The Company may revise storage charges upon giving reasonable notice to the Customer.
12.3 The Customer must keep their contact and billing details up to date and ensure timely payment of storage fees. If storage fees remain unpaid, the Company may exercise a lien over the stored goods and may ultimately sell or dispose of them to recover outstanding sums, after giving reasonable notice.
13. Data Protection
13.1 The Company will process personal data in accordance with applicable data protection laws in the United Kingdom.
13.2 Personal information collected from the Customer will be used for the purposes of administering bookings, providing Services, handling payments, and dealing with enquiries, claims, or legal obligations.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any Contract formed under them, are governed by and shall be 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. General Provisions
15.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful, or unenforceable, such provision shall be deemed severed and the remaining provisions shall continue in full force and effect.
15.2 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 Contract with the Customer.
15.3 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy.
15.4 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede all previous agreements, understandings, or representations.
