Removal Service Terms and Conditions Kingston Upon Thames

These Terms and Conditions govern the provision of domestic and commercial removal services by our company to customers in Kingston Upon Thames and surrounding areas. By booking or using our services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below.

Company means the removal service provider supplying services to the Customer.

Customer means the person, firm, or organisation that requests and or pays for the removal services.

Services means any removal, packing, unpacking, loading, unloading, transportation, storage, or related services offered by the Company.

Goods means all items, furniture, belongings, or other property to be moved, handled, stored, or otherwise dealt with under the contract.

Premises means the property or properties where the Services are to be carried out, including collection and delivery addresses.

2. Scope of Services

The Company provides removal and associated services for residential and business customers, including but not limited to packing, loading, transportation, unloading, and where agreed, temporary storage. The precise scope of the Services will be set out in the quotation and or booking confirmation provided to the Customer.

Any Services not expressly included in the quotation or booking confirmation will be deemed excluded. The Company reserves the right to refuse to perform any services not previously agreed, or to charge additional fees for such services.

3. Booking Process

3.1 Enquiries and quotations

The Customer may request a quotation for Services by contacting the Company and providing accurate information about the Premises, access, parking arrangements, approximate volume or list of Goods, special handling requirements, and the desired dates and times. Quotations may be provided verbally or in writing and are based on the information supplied by the Customer.

Unless otherwise stated, quotations are estimates and not fixed prices. The Company reserves the right to amend the quotation if the information provided by the Customer is incomplete, inaccurate, or changes before or during the performance of the Services.

3.2 Acceptance and confirmation

A contract between the Company and the Customer is formed only when the Customer accepts the quotation and the Company confirms the booking. Confirmation may be given verbally or in writing. The Company may, at its discretion, require a deposit or full prepayment before confirming a booking.

3.3 Changes to booking details

The Customer must promptly notify the Company of any changes to the date, time, addresses, access conditions, volume or nature of the Goods, or any other relevant details. The Company will use reasonable efforts to accommodate such changes, but this cannot be guaranteed.

Changes may result in amendments to the quotation, additional charges, or, in some cases, the need to reschedule or cancel the booking in accordance with the cancellation terms below.

4. Prices and Payment Terms

4.1 Pricing structure

The price for the Services will be based on the quotation provided to the Customer. Pricing may be calculated on an hourly rate, a fixed fee, or a combination of the two, depending on the nature of the work and the agreement between the parties.

Additional charges may apply for, without limitation

Work outside standard operating hours.

Packing materials and packing or unpacking services.

Dismantling and reassembly of furniture or equipment.

Difficult access, stairs, restricted parking, or long carries.

Delays caused by the Customer or third parties.

Handling of unusual, heavy, or delicate items requiring special care.

4.2 Deposits and prepayments

The Company may require a deposit or full prepayment in order to secure a booking. Any required amount and due date will be communicated to the Customer at the time of booking. Failure to pay the deposit or prepayment by the specified deadline may result in cancellation of the booking.

4.3 Payment methods

Accepted methods of payment will be confirmed to the Customer during the booking process. Where payment is made electronically, the Customer is responsible for ensuring that cleared funds are received by the Company by any specified due date.

4.4 Payment due dates

Unless otherwise agreed in writing, all charges for the Services are payable no later than on completion of the Services on the scheduled date. The Company reserves the right to withhold delivery of the Goods or to cease work until payment is received in full.

4.5 Late payment

Where payment is not received by the due date, the Company may charge interest on any overdue amounts at a reasonable rate, together with any costs incurred in recovering such sums. Title to any packing materials provided remains with the Company until paid for in full.

5. Cancellations and Postponements

5.1 Cancellation by the Customer

If the Customer wishes to cancel or postpone the booking, they must inform the Company as soon as reasonably practicable. Cancellation or postponement may be subject to the following charges, unless otherwise agreed

More than 7 days before the scheduled service date no cancellation charge; any deposit may be refunded or credited at the Company’s discretion.

Between 2 and 7 days before the scheduled service date the Company may retain all or part of any deposit, or charge up to 50 per cent of the quoted price.

Less than 2 days before the scheduled service date or on the day of service the Company may charge up to 100 per cent of the quoted price.

5.2 Cancellation by the Company

The Company may cancel the booking or suspend performance of the Services if

The Customer fails to pay any required deposit or prepayment by the due date.

The Customer is in material breach of these Terms and Conditions.

There are circumstances beyond the Company’s reasonable control, including but not limited to severe weather, road closures, accidents, illness, equipment failure, strikes, or other events of force majeure.

Where the Company cancels the booking for reasons other than the Customer’s breach, it will refund any sums paid in respect of Services not yet performed, but will not be liable for any consequential loss, including alternative transport or storage costs.

6. Customer Responsibilities

The Customer is responsible for

Ensuring that adequate and lawful parking is available at both collection and delivery points, including obtaining and paying for any permits required.

Ensuring that Premises are safe, accessible, and suitable for the Services to be carried out.

Packing all Goods properly and securely where a packing service is not included, and ensuring that boxes and containers are strong enough for normal handling.

Removing and or securing any fixtures, fittings, and electrical, gas, or plumbing connections, unless otherwise agreed in writing.

Notifying the Company in advance of any items of extraordinary value, fragility, or requiring special handling.

Ensuring that no Goods to be moved are prohibited, dangerous, illegal, or otherwise unsuitable for transport as set out below.

The Customer shall be present, or shall ensure that a responsible representative is present, at all relevant times to provide access instructions, supervise the work where needed, and sign any relevant documentation.

7. Goods Not Accepted for Removal

Unless expressly agreed in writing, the Company will not accept or transport

Explosive, flammable, corrosive, toxic, or otherwise hazardous materials.

Illegal items or substances.

Cash, jewellery, watches, precious metals, securities, or other valuables.

Perishable goods, live plants, or animals.

Any items that the Company reasonably believes may pose a risk to health, safety, property, or the environment.

If such items are included without the Company’s knowledge, the Company shall have no liability for any loss, damage, or delay arising from them and may take reasonable steps to dispose of or remove them at the Customer’s expense.

8. Liability and Limitations

8.1 Duty of care

The Company will exercise reasonable skill and care in providing the Services. However, the Company’s liability is subject to the following limitations and exclusions.

8.2 Excluded and limited liability

The Company shall not be liable for any loss or damage arising from

Wear and tear, gradual deterioration, or pre-existing damage.

Fragile or poorly packed items where the Company did not undertake the packing.

Electrical or mechanical derangement of items unless there is visible external damage caused by the Company’s negligence.

Incomplete or inaccurate information provided by the Customer.

Delays caused by traffic, roadworks, weather, or other circumstances beyond the Company’s reasonable control.

Any indirect or consequential loss, including loss of profit, loss of revenue, or loss of opportunity.

8.3 Time limit for claims

The Customer must inspect the Goods as soon as reasonably practicable following completion of the Services. Any loss or damage that the Customer wishes to claim must be reported to the Company in writing as soon as possible and in any event within 7 days of the completion of the Services. After this period, the Company shall have no liability for any such claims.

8.4 Overall limitation

To the fullest extent permitted by law, the Company’s total liability arising out of or in connection with the Services, whether in contract, tort including negligence, or otherwise, shall be limited to the lesser of

The value of the Goods affected by the loss or damage, or

The total amount paid by the Customer to the Company for the Services giving rise to the claim.

Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot lawfully be limited or excluded.

9. Waste and Environmental Regulations

9.1 General compliance

The Company operates in accordance with relevant waste and environmental regulations applicable in England. The Customer agrees to cooperate with the Company in complying with all applicable laws relating to waste, recycling, and disposal of unwanted items.

9.2 Removal and disposal of unwanted items

Where the Company agrees to remove unwanted items, these may include furniture, household effects, packaging materials, and other non-hazardous waste. The Customer confirms that they have the right to dispose of such items and that they do not include hazardous or prohibited waste.

The Company may, at its discretion, refuse to remove items that it reasonably believes to be hazardous, contaminated, illegal, or not suitable for normal disposal routes. Any additional work required to safely handle or segregate such items may be charged to the Customer.

9.3 Recycling and reuse

The Company will use reasonable efforts to dispose of waste responsibly, including recycling or reusing materials where possible and appropriate. However, the Company does not guarantee that any particular item will be recycled, reused, or handled in a specific manner unless expressly agreed.

9.4 Waste transfer and documentation

Where required by law, the Company may complete appropriate documentation relating to the transfer or disposal of waste. The Customer agrees to provide any information reasonably requested to assist in complying with waste regulations.

10. Access, Parking, and Delays

The Customer must ensure that adequate parking and access are available at all relevant locations. Any parking permits, fees, or penalties are the responsibility of the Customer unless agreed otherwise.

The Customer must notify the Company in advance of any restrictions that may affect vehicle access, such as height limits, weight limits, narrow roads, time restrictions, or controlled parking zones. If suitable access is not available, the Company may

Refuse to perform the Services, in which case cancellation charges may apply, or

Agree to continue with the Services subject to additional charges for any extra time, labour, or equipment required.

The Company shall not be responsible for delays caused by inadequate access, incorrect or incomplete addresses, or the Customer’s failure to be present or ready at the agreed time. Additional waiting time or return visits may be charged at the applicable rates.

11. Insurance

The Company maintains insurance cover appropriate for its business operations. This may include public liability and goods in transit cover, subject to policy terms, conditions, and exclusions.

The Customer is responsible for arranging any additional insurance they consider necessary for their Goods, particularly for high-value items, and should not rely solely on the Company’s insurance.

12. Complaints

If the Customer has any concern or complaint regarding the Services, they should raise it with the Company as soon as possible so that it can be addressed promptly. The Customer should provide a clear description of the issue and any supporting evidence. The Company will investigate the matter and aim to respond within a reasonable timeframe.

13. Data Protection and Privacy

The Company will use any personal information provided by the Customer for the purposes of administering bookings, providing Services, processing payments, and handling queries or complaints. Personal data will be handled in accordance with applicable data protection laws in the United Kingdom.

The Company may retain records of the Services carried out for administrative, legal, or regulatory purposes. The Customer has the right to request access to certain personal data held about them, subject to legal limitations.

14. Variations

The Company may amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. Any variations to these Terms and Conditions requested by the Customer will be valid only if agreed in writing by the Company.

15. Severability

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 deleted, but the remaining provisions shall continue in full force and effect.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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 out of or in connection with these Terms and Conditions, the Services, or their formation.

By confirming a booking or otherwise using the Company’s services, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.