Terms and Conditions

West Hampstead Removal Company Terms and Conditions

These Terms and Conditions set out the basis on which we provide domestic and commercial removal and associated services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given:

Company means the removal company providing the services.

Customer means the person, firm, or organisation requesting the services.

Services means any removal, packing, unpacking, storage, labour-only, or related services provided by the Company.

Premises means the collection and delivery addresses or any other locations where the services are carried out.

Goods means any items of property to be moved, packed, unpacked, or otherwise handled by the Company.

2. Scope of Services

The Company provides household and office removal services, including local moves, packing and unpacking, loading and unloading, and related services within and around West Hampstead and the wider London area. The exact scope of the services will be set out in the booking confirmation issued to the Customer.

Any services outside the agreed scope, such as additional packing, extra labour, changes in addresses, delays, or waiting time, may incur additional charges. The Customer will be informed of any such charges as soon as reasonably practicable.

3. Booking Process

3.1 Enquiries and Quotations

The Customer may request a quotation by providing accurate information, including addresses, access details, property size, inventory of goods, preferred dates, and any special requirements. Quotations are based on the information supplied and may be revised if that information proves to be incomplete or inaccurate.

Unless stated otherwise, quotations are valid for 30 days from the date of issue. Quotations do not include charges for parking, tolls, congestion zones, low-emission zones, storage fees, or disposal of waste, unless specifically stated.

3.2 Confirming a Booking

A booking is only confirmed when the Customer has accepted the quotation and the Company has issued a booking confirmation. The Company reserves the right to decline a booking at its discretion.

The Customer is responsible for checking that all details in the booking confirmation are correct, including dates, addresses, access requirements, and the description of goods and services. Any discrepancies must be notified to the Company as soon as possible and in any event before the service date.

3.3 Changes to Bookings

Any requested change to the booking, including dates, times, addresses, or the scope of work, is subject to the Company’s availability and may affect the price. The Company will confirm any agreed changes in writing or in an updated booking confirmation.

4. Prices and Payments

4.1 Pricing

Prices are based on factors including but not limited to the volume or number of items, distance, access conditions, staffing requirements, and timing. The Company may charge additional fees for delays caused by circumstances outside its control, such as waiting for keys, restricted access, or congestion.

4.2 Deposits and Payment Terms

The Company may require a deposit at the time of booking. The amount and due date of any deposit will be set out in the quotation or booking confirmation. Deposits are applied to the final invoice.

Unless otherwise agreed in writing, payment of the balance is due on or before the completion of the services. For business customers and larger contracts, alternative payment terms may be agreed and set out in the booking confirmation or invoice.

4.3 Methods of Payment

The Company accepts commonly used UK payment methods as notified to the Customer during booking. All payments must be made in pounds sterling. The Company may refuse to commence or continue services if payment is not received as agreed.

4.4 Late or Failed Payment

If the Customer fails to pay any amount due, the Company reserves the right to:

withhold or suspend further services, including delivery of goods

charge interest on overdue amounts at the statutory rate applicable under UK law

recover from the Customer all reasonable costs of collection, including administrative and legal costs.

5. Cancellations and Postponements

5.1 Customer Cancellations

If the Customer wishes to cancel the booking, notice must be given as soon as reasonably practicable.

The Company reserves the right to apply the following charges, unless otherwise specified in the booking confirmation:

More than 7 days before the service date: any deposit may be refunded or retained at the Company’s discretion to cover administrative costs.

Between 3 and 7 days before the service date: up to 50 percent of the quoted price may be charged.

Less than 3 days before the service date or on the service date: up to 100 percent of the quoted price may be charged.

The exact cancellation charges will depend on the nature of the booking and any losses reasonably incurred by the Company.

5.2 Postponements by the Customer

If the Customer requests to postpone the service date, the Company will make reasonable efforts to accommodate the change, subject to availability. Postponement may be treated as a cancellation and rebooking, and charges may apply depending on the notice period and the Company’s costs.

5.3 Cancellations by the Company

The Company may cancel or suspend the services if:

the Customer fails to make any due payment

the Customer fails to provide accurate information or reasonable cooperation

the Company has reason to believe that providing the services would be unsafe, unlawful, or unreasonable

there are events beyond the Company’s control, such as extreme weather, road closures, or accidents.

In such cases, the Company will inform the Customer as soon as practicable and will, where possible, offer an alternative date. The Company will not be liable for any indirect or consequential losses arising from such cancellation, but any pre-paid amounts for services not provided will be refunded or credited, subject to any deductions for costs reasonably incurred.

6. Customer Responsibilities

The Customer agrees to:

provide the Company with full and accurate information about the goods, addresses, and access conditions

arrange suitable parking and any necessary permits or consents at all premises

ensure that the premises are safe for the Company’s staff, including clear access routes

properly prepare and pack goods if packing services are not included

secure or remove any fixtures, fittings, or appliances that are to be moved

be present or represented during collection and delivery to direct placement of goods and to check for loss or damage.

If the Customer fails to fulfil these responsibilities and this causes delay, additional work, or costs, the Company may make a reasonable additional charge.

7. Goods Not Accepted for Removal

Unless expressly agreed in writing, the Company will not transport, store, or handle:

hazardous, flammable, explosive, or illegal items

cash, jewellery, watches, precious metals, or high-value collectibles

animals, plants, or perishable goods

items requiring special licences, certificates, or handling conditions.

If such items are found among the goods without prior agreement, the Company may remove, refuse to move, or dispose of them, and the Customer will be responsible for any resulting costs, loss, or damage.

8. Liability and Insurance

8.1 Standard Liability

The Company will take reasonable care in handling the goods and performing the services. The Company’s liability for loss of or damage to goods, or for delay in delivery, is limited in accordance with this section.

Unless otherwise agreed in writing, the Company’s total liability for loss or damage to goods arising from its negligence or breach of contract shall be limited per item and in aggregate, to a reasonable amount proportionate to the price paid for the services and in line with typical UK removal industry practice.

8.2 Exclusions of Liability

The Company will not be liable for:

loss or damage resulting from the Customer’s failure to protect or prepare goods adequately

loss or damage to fragile items that were not professionally packed by the Company

loss of data or software from computers, phones, or electronic devices

indirect or consequential losses, including loss of profit, loss of income, or loss of enjoyment

damage caused by defects in the goods, inadequate construction, or inherent vice

loss or damage arising from circumstances beyond the Company’s reasonable control, such as fire, flood, strike, road closures, or acts of authorities.

8.3 Claims Procedure

The Customer must inspect the goods and premises as soon as reasonably possible after completion of the services. Any visible loss or damage should be reported to the Company on the day of the move or within a short, reasonable period thereafter. Any claim must be made in writing and supported by evidence, including photographs and a description of the loss or damage.

Failure to notify the Company within a reasonable time may affect the Company’s ability to investigate and may reduce or extinguish any liability.

8.4 Personal Injury and Statutory Rights

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 for any other liability that cannot be excluded under UK law. These Terms and Conditions do not affect any statutory rights that cannot be excluded or limited.

9. Waste and Environmental Regulations

9.1 Waste Removal

The Company is not a general waste disposal contractor and will only remove unwanted items if this has been specifically agreed as a separate service. Any such service will be carried out in accordance with applicable UK waste and environmental regulations.

9.2 Prohibited Waste

The Company will not remove or dispose of hazardous, clinical, or controlled waste, including but not limited to chemicals, asbestos, medical waste, or sharp objects, unless it is expressly licensed and has agreed in writing to do so. The Customer remains responsible for complying with relevant waste disposal laws for such items.

9.3 Duty of Care

The Company will take reasonable steps to ensure that any waste or unwanted items it agrees to remove are handled and disposed of lawfully and responsibly, using authorised facilities where required. The Customer agrees not to request or permit any unlawful disposal or fly-tipping and acknowledges that both parties have obligations under UK waste duty of care legislation.

10. Access, Parking, and Delays

The Customer is responsible for ensuring reasonable access for the Company’s vehicles and staff at all premises. This includes arranging any necessary parking permits or authorisations and ensuring that driveways and access routes are clear and safe.

If access is restricted or unsuitable, the Company may need to use smaller vehicles, additional staff, or alternative methods of delivery, which may incur extra charges. The Company is not responsible for loss, damage, or delay arising from access issues outside its control.

Where delays occur due to circumstances beyond the Company’s control, including but not limited to waiting for keys, legal completion, or third-party actions, the Company may charge a reasonable hourly or daily rate for waiting time or rescheduling.

11. Storage Services

If the Company provides storage, whether directly or through a third-party facility, the terms relating to storage, access, charges, and notice periods will be set out in a separate agreement or in the booking confirmation. The Customer is responsible for maintaining suitable insurance for stored goods unless the Company agrees in writing to arrange cover.

12. Complaints and Dispute Resolution

The Company aims to provide a professional and reliable service. If the Customer is dissatisfied, they should raise the issue as soon as possible with a member of the Company’s team.

Formal complaints should be made in writing, setting out the nature of the complaint and any relevant details. The Company will acknowledge and investigate complaints in a timely manner and will seek to resolve them fairly and amicably.

If a dispute cannot be resolved through the Company’s internal process, the parties may consider alternative dispute resolution methods, such as mediation, where appropriate.

13. Data Protection and Privacy

The Company will collect and process personal information necessary to provide the services, manage bookings, and comply with legal obligations. Personal data will be handled in accordance with applicable UK data protection laws. The Company will take reasonable steps to protect personal data from unauthorised access, loss, or misuse.

14. Amendments to These Terms

The Company may update or amend these Terms and Conditions from time to time. The version applicable to a particular booking will be the version in force at the time the booking is confirmed, unless changes are required by law or regulatory authority.

15. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision will be treated as severed from the remaining provisions, which will continue to be valid and enforceable to the fullest extent permitted by law.

16. Governing Law and Jurisdiction

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 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.

By proceeding with a booking or using the Company’s removal services, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.