Terms and Conditions

Terms and Conditions for Richmond upon Thames Removal Services

These Terms and Conditions set out the basis on which we provide household and commercial removal and related services in Richmond upon Thames and surrounding areas. By making a booking with us, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your removal service.

1. Definitions

In these Terms and Conditions:

"Company" means the removal company providing the services.

"Customer" means the person, firm or organisation ordering the services from the Company.

"Services" means removal, packing, unpacking, loading, unloading, transport, storage and associated services as agreed in writing.

"Goods" means all items to be moved, handled, stored or otherwise dealt with by the Company on behalf of the Customer.

"Contract" means the agreement between the Company and the Customer incorporating these Terms and Conditions and any written quotation or confirmation.

2. Quotations and Estimates

2.1 Any quotation or estimate provided by the Company is based on the information supplied by the Customer at the time of enquiry. It assumes reasonable access, normal working hours and that the volume and nature of the Goods are as described.

2.2 Quotations are normally given as a fixed price. However, the Company reserves the right to adjust the price if the Customer's requirements change, access is restricted, additional Goods are included or any other circumstances arise that were not disclosed or could not reasonably have been foreseen.

2.3 All prices are exclusive of additional charges such as congestion charges, parking fees, tolls or permits, unless expressly stated otherwise in writing.

2.4 Quotations are valid for a limited period as stated in the quotation. If no period is stated, they are valid for 30 days from the date issued, subject to availability of resources.

3. Booking Process

3.1 A booking is made when the Customer accepts the Company's quotation or estimate and the Company confirms availability for the requested date and time.

3.2 The Company may require a deposit or full prepayment to secure the booking. The amount and due date will be set out in the quotation or confirmation.

3.3 The Customer is responsible for providing accurate information including addresses, access details, parking arrangements, estimated volume of Goods and any special handling requirements.

3.4 The Company reserves the right to decline any booking without giving a reason.

4. Customer Obligations

4.1 The Customer must ensure that:

(a) All Goods to be moved are properly packed and ready for removal, unless the Company has agreed to provide packing services.

(b) Fragile or high-value items are clearly identified and, where appropriate, separately packed.

(c) All Goods are owned by the Customer or the Customer has full authority from the owner to move them.

(d) Access is available to the property at the agreed times, including appropriate parking or stopping space for the Company's vehicles.

(e) Any necessary parking suspensions, permits or access permissions are obtained in good time, where the Customer has agreed to arrange these.

4.2 The Customer must not include in the Goods any items that are dangerous, explosive, illegal or otherwise unsuitable for normal transportation, including but not limited to gas cylinders, flammable liquids, prohibited substances, firearms, ammunition or perishable foodstuffs, unless expressly agreed in writing.

5. Services Provided

5.1 The Company will provide removal services with reasonable care and skill, using appropriately trained staff and suitable vehicles and equipment.

5.2 Unless otherwise agreed in writing, the Services do not include:

(a) Dismantling or reassembling furniture or fittings.

(b) Disconnecting, reconnecting, dismantling or reassembling appliances or electrical, gas or plumbing equipment.

(c) Removal of fixtures, fittings or floor coverings.

(d) Moving items that are exceptionally heavy, oversized or require specialised equipment, such as pianos, safes or machinery.

5.3 If the Company agrees to carry out any of the tasks listed above, this will be at an additional cost and subject to any special conditions notified to the Customer.

6. Payments and Charges

6.1 The Customer must pay the Company's charges in accordance with the payment terms set out in the quotation or confirmation.

6.2 Unless otherwise agreed, payment is due no later than the day of the move, prior to the commencement of the Services.

6.3 The Company reserves the right to charge interest on overdue amounts at the statutory rate from the due date until payment is received in full.

6.4 If payment is not received as agreed, the Company may:

(a) Refuse to commence or continue with the Services.

(b) Retain possession of any Goods until all outstanding charges have been paid in full.

6.5 Any additional charges arising from delays outside the Company's control, waiting time, extended hours, additional Goods or services requested on the day of the move will be payable by the Customer.

7. Cancellations and Postponements

7.1 The Customer may cancel or postpone the Services by giving the Company written or verbal notice, subject to the following charges, unless otherwise stated in the quotation:

(a) More than 7 days before the scheduled date: no cancellation charge, any deposit may be refunded or transferred at the Company's discretion.

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

(c) Less than 3 days before the scheduled date or on the day of the move: up to 100 percent of the quoted price may be charged.

7.2 If the Company is unable to carry out the Services on the agreed date due to circumstances beyond its reasonable control, including severe weather, road closures, accidents, vehicle breakdown or staff illness, it will offer an alternative date or, where appropriate, a partial or full refund of any payments received. The Company will not be liable for any consequential losses arising from such delays or cancellations.

8. Access, Parking and Delays

8.1 The Customer is responsible for ensuring adequate access for the Company's vehicles at both collection and delivery addresses. This includes obtaining any necessary permits or parking suspensions, where agreed.

8.2 If access is restricted or parking is unavailable, the Company may charge additional fees for extra handling, use of smaller vehicles, longer carry distances or waiting time.

8.3 The Company will not be liable for delays caused by traffic conditions, roadworks, parking difficulties, or other circumstances outside its reasonable control. Reasonable efforts will be made to keep the Customer informed of any such delays.

9. Liability for Loss or Damage

9.1 The Company will take reasonable care to protect the Customer's Goods and property. However, the Company's liability for loss of or damage to Goods is subject to the limitations set out in this clause.

9.2 The Company will only be liable for loss or damage that is caused by its negligence or breach of contract and which is reasonably foreseeable.

9.3 The Company's total liability for loss or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable value per item or per job, as stated in the quotation or insurance schedule, unless a higher value has been agreed in writing and any additional charge for extended cover has been paid.

9.4 The Company will not be liable for:

(a) Loss or damage arising from the Customer's failure to adequately pack or protect Goods when packing is undertaken by the Customer.

(b) Loss or damage to fragile or delicate items including glass, china, pictures, mirrors, or electronic equipment not packed by the Company.

(c) Loss of or damage to items of special value, including but not limited to jewellery, watches, precious metals, money, deeds, securities, collections or antiques, unless specifically declared, agreed and accepted in writing by the Company.

(d) Loss or damage caused by wear and tear, gradual deterioration, inherent defects or pre-existing damage.

(e) Indirect or consequential losses, including loss of profits, loss of enjoyment or loss of opportunity.

9.5 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably possible and in any event within 7 days of the completion of the Services, providing full details and supporting evidence where available.

10. Insurance

10.1 The Company maintains insurance cover appropriate for a professional removal service. Details of the level of cover and any applicable limits or exclusions are available on request.

10.2 It is the Customer's responsibility to consider whether the cover offered by the Company is sufficient for their needs. The Customer is advised to arrange additional insurance for high-value or particularly fragile Goods if necessary.

11. Exclusions from Carriage

11.1 The Company reserves the right to refuse to carry any Goods that in its opinion are unsafe, illegal, contaminated or otherwise unsuitable for carriage.

11.2 The Customer must not include in the Goods any waste, hazardous materials or items prohibited by law or by local authority regulations.

11.3 If such items are discovered during or after the move, the Company may remove, dispose of or return them at the Customer's expense and without liability.

12. Waste and Environmental Regulations

12.1 The Company complies with applicable UK waste and environmental regulations when handling and transporting items that are to be discarded or recycled.

12.2 Where the Customer requests disposal or clearance of unwanted items, the Company will treat these as waste and arrange for disposal through appropriate channels. Additional charges may apply for waste handling, recycling and disposal.

12.3 The Customer is responsible for informing the Company which items are to be moved to the new property and which are to be disposed of. The Company will not be liable for the accidental disposal of items that the Customer failed to identify clearly as items to be retained.

12.4 The Company will not knowingly dispose of items in a manner that breaches environmental or waste management regulations. Certain items may require special handling or may not be accepted for disposal, and the Company reserves the right to refuse such items.

13. Storage Services

13.1 If storage services are provided, the Goods will be stored in a suitable facility chosen by the Company.

13.2 Storage charges will be payable in advance or on the terms specified in the quotation. Late payment may result in the Company exercising a lien over the Goods and, in extreme cases, arranging for their sale or disposal to recover unpaid charges.

13.3 While in storage, the Goods will remain at the Customer's risk, subject to any insurance cover agreed or arranged. The Customer should inform the Company promptly of any change of address or contact details during the storage period.

14. Complaints

14.1 The Company aims to provide a high standard of service. If the Customer is dissatisfied for any reason, they should raise their concerns with the Company as soon as possible so that the matter can be investigated and, where appropriate, resolved.

14.2 Complaints relating to loss or damage to Goods must follow the notification procedure set out in clause 9.5.

15. Data Protection

15.1 The Company will collect and process personal data provided by the Customer for the purposes of administering bookings, providing Services, handling payments and meeting legal obligations.

15.2 Personal data will be handled in accordance with applicable data protection laws in the United Kingdom. The Company will take reasonable steps to protect personal data against unauthorised access, loss or misuse.

16. Termination

16.1 The Company may terminate the Contract immediately if the Customer:

(a) Fails to pay any amount due on the due date.

(b) Commits a serious breach of these Terms and Conditions.

(c) Provides false or misleading information that affects the safety or feasibility of the Services.

16.2 On termination, all sums owed by the Customer to the Company shall become immediately due and payable.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services provided by the Company shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be deemed deleted and the remainder shall continue in full force and effect.

18.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

18.3 The Customer may not assign or transfer any of their rights or obligations under the Contract without the Company's prior written consent.

18.4 These Terms and Conditions, together with any written quotation or confirmation issued by the Company, constitute the entire agreement between the parties in relation to the Services and supersede any prior discussions, correspondence or understandings.

18.5 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will not affect Contracts already in place at the time of the change unless required by law.