These Terms and Conditions set out the basis on which removal services are provided in and around Waterloo. By making a booking or allowing work to commence, you confirm that you have read, understood and agree to be bound by these Terms and Conditions. These terms are intended to apply to residential and business customers using removal, packing, loading, transport, unloading and related services.
In these Terms and Conditions, the following expressions have the meanings set out below.
Removal company means the provider of the removal services you have engaged for your move in the Waterloo area or elsewhere in the United Kingdom.
Customer means the individual or business entering into a contract for removal services.
Goods means the items, belongings, furniture, equipment or other property that are to be packed, moved, handled or stored.
Services means the removal, packing, loading, transportation, unloading, unpacking, storage and any other services agreed in writing between the removal company and the customer.
Agreement means the contract between the customer and the removal company, comprising these Terms and Conditions together with any written quotation or confirmation of booking.
The removal company will carry out the services described in the quotation or booking confirmation. Typical removal services in the Waterloo area and surrounding regions include domestic removals, commercial moves, internal moves within a building, packing and unpacking, provision of packing materials, dismantling and reassembly of standard furniture, and short-distance transport.
Any services not specifically set out in the quotation or booking confirmation shall be treated as additional services and may incur an additional charge. The removal company reserves the right to decline work that falls outside its normal operational scope or that cannot be completed safely, lawfully or with suitable equipment.
A booking may be made after a quotation is issued following a survey, discussion, or information provided by the customer. Quotations are normally based on the volume of goods, access conditions at collection and delivery addresses, distance of travel and any additional services requested, such as packing or storage.
All quotations are given on the assumption that the information supplied by the customer is accurate and complete. If it is later found that the information is incomplete or inaccurate, the removal company may amend the quotation or apply additional charges.
A booking will be considered confirmed only when the customer has accepted the quotation or booking proposal and any required deposit or advance payment has been received by the removal company. Acceptance may be provided in writing or in such other form as the removal company reasonably accepts.
The removal company may require a minimum notice period for bookings, particularly for larger moves or for services during peak times. Booking dates are subject to availability, and no specific date or time is guaranteed until expressly confirmed.
The customer is responsible for ensuring that all information provided is accurate, including addresses, access details, parking restrictions, the nature and quantity of goods, and any special handling requirements.
The customer must ensure that suitable and legal parking is available at both collection and delivery locations. Any parking permits, visitor passes or prior permissions required from local authorities, building management or landlords are the responsibility of the customer, unless expressly agreed otherwise in writing.
The customer must ensure that the premises are safe for the removal crew to work in, including clear pathways, adequate lighting and stable flooring. The customer must also ensure that all goods are ready for removal at the agreed time, unless packing has been included as part of the service.
The customer must remove and secure all personal documents, money, jewellery, valuables and items of special value. Such items should not be packed with general household or office goods and should remain in the customer’s own possession.
Charges are based on the quotation accepted by the customer. Unless otherwise agreed in writing, all prices are exclusive of any applicable taxes or duties that may apply under UK law.
The removal company may require a deposit at the time of booking, with the balance payable before or on the day of the move, depending on the size and nature of the service. Payment terms will be stated in the quotation or booking confirmation. Where account facilities have been agreed for business customers, payment shall be made within the period specified in the invoice.
If payment is not received in accordance with the agreed terms, the removal company reserves the right to withhold services, suspend completion of the move, or retain goods until payment is made in full. Interest may be charged on overdue amounts at a reasonable commercial rate, as permitted under UK law.
Additional charges may apply where the service takes longer than expected due to circumstances outside the removal company’s control, such as delays in gaining access to properties, inadequate preparation of goods, lifts not working, waiting time caused by the customer or others, or other unforeseen obstacles.
The customer may cancel or postpone a booking by giving notice to the removal company. Because resources are allocated in advance to moves in the Waterloo area and beyond, cancellation charges may apply.
Where the customer cancels the booking more than a specified minimum period before the scheduled move date, the removal company may refund all or part of any deposit paid, less any reasonable administrative costs. Where cancellation occurs within a shorter period, a larger proportion, or all, of the deposit and agreed fee may be retained to cover costs and lost opportunity.
The removal company will set out its specific cancellation and postponement charges in the quotation or booking confirmation. Typical factors taken into account include the notice period, the scale of the move, any third party costs incurred, and the likelihood of re-booking the allocated resources.
If the removal company needs to cancel or significantly alter the booking due to circumstances beyond its reasonable control, it will notify the customer as soon as reasonably possible and will offer an alternative date or a refund of any payments for services not provided. The removal company will not be liable for any indirect or consequential losses arising from such cancellation.
The customer must ensure that safe and reasonable access is available at all collection and delivery addresses. This includes suitable access for vehicles, doors, corridors, lifts and staircases sufficiently large to allow goods to be moved without damage or unreasonable difficulty.
If the removal company is required to park in a restricted area, or where fines may be imposed, it is the customer’s responsibility to arrange appropriate permits or permissions in advance. Any fines or penalties incurred as a result of insufficient parking arrangements or incorrect information provided by the customer may be charged to the customer.
The removal company reserves the right to refuse to carry goods through spaces that appear too small, unsafe or likely to cause damage to property or goods. In such cases, the customer may request that the removal company proceed at the customer’s own risk, but the removal company is not obliged to agree and may require written confirmation before doing so.
Certain goods are excluded from carriage or handling, unless expressly agreed in writing. These may include, but are not limited to, illegal items, cash, securities, valuables of high individual value, perishable goods, live animals, plants, explosive, corrosive, flammable, toxic or hazardous substances, and goods requiring specialist handling or licensing.
The customer must not include hazardous materials or prohibited items in the goods to be moved. If such items are discovered, the removal company may refuse to move them, may remove them from the vehicle or premises, or may terminate the agreement immediately without liability for any resulting loss to the customer.
Where the removal company agrees to dispose of unwanted items, this will be carried out in accordance with applicable UK waste management and environmental regulations. Only items that the removal company has expressly agreed to collect for disposal will be removed.
The customer remains responsible for ensuring that waste items are suitable for disposal by the removal company and that no prohibited or hazardous waste is included without prior written agreement. Additional charges may apply for the disposal of certain categories of waste, such as electrical items, mattresses, construction waste or items that require special treatment under environmental legislation.
The removal company will, where applicable, use licensed waste transfer stations or authorised facilities. Documentation may be retained by the removal company as required by law. The customer agrees not to request or require the removal company to dispose of waste in any unlawful manner.
The removal company will take reasonable care in handling and transporting goods. However, liability is subject to the terms of this section and any insurance arrangements in place.
The removal company’s liability for loss of or damage to goods arising from its negligence or breach of contract may be limited to a maximum amount per item or per consignment, as detailed in the quotation or booking documents. The customer is encouraged to obtain additional insurance cover if the standard limits are insufficient for the value of the goods.
The removal company shall not be liable for loss or damage arising from inherent defects, pre-existing damage, fragile or unstable items not adequately protected, goods packed by the customer, wear and tear, atmospheric or climatic conditions, vermin, or deterioration of perishable goods.
The removal company will not be responsible for indirect or consequential losses, such as loss of profits, loss of business, loss of data or loss of opportunity, arising from or in connection with the services, even if advised of the possibility of such losses.
If damage occurs to premises or property other than the goods themselves, as a direct result of the removal company’s negligence, liability will be limited to making good the damaged area, to a reasonable standard, or paying the reasonable costs of repair. The removal company may choose the method of remedy.
The removal company will maintain appropriate public liability and, where applicable, goods in transit insurance in line with industry practice in the United Kingdom. Details of cover, limits and exclusions will be available upon request.
The customer is responsible for arranging any additional or specialist insurance required to cover high-value items or to extend cover beyond the standard limits. The removal company does not provide insurance advice and does not act as an insurance broker.
The removal company will use reasonable efforts to meet agreed dates and times, but these are estimates and cannot be guaranteed. Delays may occur due to traffic, road closures, weather conditions, access problems, technical problems with vehicles or other factors beyond the removal company’s reasonable control.
The removal company will not be liable for failure to perform, or for delay in performing, any of its obligations where such failure or delay is caused by an event beyond its reasonable control, including but not limited to strikes, lockouts, accidents, severe weather, acts of government, public emergencies, or acts or omissions of the customer or third parties.
Any visible loss or damage to goods or property should be reported to the removal company’s representative as soon as reasonably possible, and noted in writing where practicable. For damage discovered after completion of the move, the customer should notify the removal company within a reasonable period, providing details and evidence where possible.
Failure to notify the removal company of a claim within a reasonable timeframe may affect the ability to investigate the matter and, in some cases, may limit or extinguish any liability, particularly where required under applicable insurance policies.
The removal company will review any complaint or claim and respond within a reasonable time. The customer agrees to cooperate with any investigation, including allowing inspection of damaged items or property.
The removal company will collect and process personal data necessary to provide removal services, manage bookings, issue quotations and comply with legal obligations. All personal data will be handled in accordance with applicable UK data protection laws.
The customer’s information may be used for communication about the booked services, administration, accounting and, where permitted, for notifying the customer about related services. Personal data will not be shared with third parties except where required to deliver the services, comply with law, or with the customer’s consent.
The removal company may amend these Terms and Conditions from time to time. Any changes will not affect agreements already made, unless required by law or agreed with the customer.
Specific variations or additional terms agreed for a particular job will be set out in writing in the quotation or booking confirmation and will form part of the agreement with the customer.
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be deemed severed from the remaining terms, which shall continue to be valid and enforceable to the fullest extent permitted by law.
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.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or relating to these Terms and Conditions or the provision of removal services, including services provided in Waterloo and surrounding areas.
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