London Removal Terms and Conditions
These Terms and Conditions set out the basis on which London Removal provides domestic and commercial removal and associated services within London and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given:
1.1 "Company" means London Removal, the provider of the removal services.
1.2 "Client" means any individual, partnership, company, or organisation that engages the Company to provide services.
1.3 "Services" means removal, packing, unpacking, loading, unloading, transport, storage, and any other associated services agreed in writing between the Company and the Client.
1.4 "Goods" means all items handled, packed, moved, or stored by the Company for or on behalf of the Client.
1.5 "Contract" means the agreement between the Company and the Client for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation.
2. Service Area
2.1 The Company primarily operates within London and neighbouring regions. Services outside this area may be provided by prior agreement and may be subject to additional charges, travel time, and logistical requirements.
2.2 Journey times and arrival estimates within the London area may be affected by traffic conditions, access issues, parking restrictions, and other local factors beyond the Company’s control.
3. Booking Process
3.1 Bookings may be made following an enquiry and acceptance of a quotation issued by the Company. A booking is only confirmed when the Client receives written confirmation from the Company and, where required, has paid any applicable deposit.
3.2 Quotations are based on the information provided by the Client, including property access details, volume or inventory of Goods, distance between addresses, and any special requirements such as packing, dismantling, or hoisting.
3.3 The Client must ensure that all information supplied for the quotation and booking is accurate and complete. The Company reserves the right to amend the quotation, charges, or schedule if the information provided is found to be inaccurate or incomplete.
3.4 Quotations will usually specify whether they are based on an hourly rate or a fixed price. Any services outside the scope of the original quotation will be chargeable at the Company’s current rates.
3.5 The Company may request a pre-move survey, either in person or by remote assessment, particularly for larger moves within the London area where access, parking, or property constraints can significantly affect the time and resources required.
4. Access, Parking and Client Responsibilities
4.1 The Client is responsible for ensuring suitable access to the properties at both collection and delivery addresses, including any additional stops agreed as part of the move.
4.2 The Client must arrange any necessary parking permissions, permits, or suspensions in advance. The Company may assist with guidance but is not responsible for obtaining local authority permissions.
4.3 Any parking charges, fines, or penalties incurred as a direct result of the Client’s failure to arrange suitable parking or to provide accurate access information will be charged to the Client.
4.4 The Client must ensure that the property is prepared for the move, including proper packing of personal items where the Company has not been contracted to provide packing services, and dismantling of furniture and equipment where this was not included in the quotation.
4.5 The Client or an authorised representative must be present at collection and delivery to provide instructions, confirm items to be moved, and check the property on completion. If no representative is present, the Company will proceed based on the agreed inventory or as reasonably interpreted, and the Client accepts any resulting decisions.
5. Payments and Charges
5.1 All prices are quoted in pounds sterling and are exclusive of any applicable taxes unless stated otherwise.
5.2 The Company may require a deposit to confirm a booking. The deposit amount and due date will be specified in the quotation or booking confirmation.
5.3 Unless otherwise agreed in writing, any balance is payable on or before the day of the move, and in any event before unloading at the destination address is completed.
5.4 The Company accepts payment methods as specified in the booking confirmation or invoice. The Client is responsible for ensuring that payment is made in cleared funds.
5.5 Where an hourly rate has been agreed, charges will begin from the time the team is scheduled to arrive at the first address or the actual arrival time, whichever is later, and will continue until completion of the agreed work, including any waiting time caused by the Client.
5.6 Additional charges may apply for delays outside the Company’s control, extended waiting times, extra labour, additional items not included in the quotation, or extended travel due to access restrictions or road closures.
5.7 If the Client fails to pay any sum due under the Contract, the Company reserves the right to charge interest on overdue amounts in accordance with applicable UK law, and may withhold or suspend services until payment is received.
6. Cancellations and Amendments
6.1 The Client may cancel or amend a booking by giving written notice to the Company.
6.2 For cancellations received more than seven calendar days before the scheduled service date, any deposit paid may be refunded at the Company’s discretion or credited towards a future booking.
6.3 For cancellations received between seven and two calendar days before the move, the Company may retain some or all of the deposit, or charge up to 50 percent of the agreed quotation to cover allocated resources and lost work.
6.4 For cancellations received less than two calendar days before the move, the Company may charge up to 100 percent of the agreed quotation.
6.5 If the Client requests a change of date or substantial change in scope, the Company will use reasonable efforts to accommodate the request but cannot guarantee availability. Changes may result in revised charges.
6.6 The Company reserves the right to cancel or postpone a booking in the event of circumstances beyond its reasonable control, including severe weather, road closures, accidents, staff illness, vehicle breakdown, or safety concerns. In such cases, the Company will seek to reschedule the service or provide a refund of any pre-paid sums for services not rendered, but will not be liable for consequential losses.
7. Items Excluded from Removal
7.1 The Company will not carry or handle any items that are illegal, dangerous, or prohibited by law, including but not limited to:
a. Explosives, firearms, or weapons.
b. Flammable, corrosive, or hazardous materials.
c. Illegal drugs or substances.
d. Perishable goods that may spoil during transit or storage.
e. Livestock, pets, or other animals.
7.2 The Client must inform the Company in advance of any particularly valuable items such as jewellery, artwork, antiques, or collections. The Company may refuse to transport such items or may require additional packing, insurance, or charges.
7.3 The Company will not be liable for loss or damage to items that it has expressly refused to carry, or which the Client has not disclosed as required.
8. Packing, Handling and Client Preparation
8.1 Where the Company provides packing services, it will use materials and techniques reasonably suitable for domestic and office removals.
8.2 Where the Client chooses to self-pack, the Client is responsible for ensuring that all items are securely packed, labelled, and suitable for transport. The Company will not be liable for damage arising from inadequate or improper packing carried out by the Client.
8.3 The Client must ensure that any appliances are disconnected and prepared in accordance with manufacturer guidelines before removal. The Company does not undertake plumbing, gas, or electrical disconnection unless expressly agreed and carried out by competent persons.
9. Waste Regulations and Disposal
9.1 The Company operates in accordance with relevant UK waste regulations when removing and disposing of unwanted items.
9.2 Where the Client requests disposal or clearance services, the Company will only remove items that the Client has confirmed they have the right to dispose of.
9.3 The Company may refuse to remove or dispose of any items that are hazardous, regulated waste, or require specialist handling or licensing.
9.4 Disposal charges will be based on the type and volume of waste, local disposal fees, and any additional labour required for loading and sorting.
9.5 Fly-tipping or unlawful disposal is strictly prohibited. The Company will deliver waste only to licensed or authorised facilities in compliance with applicable regulations.
10. Liability and Insurance
10.1 The Company will exercise reasonable care and skill in handling Goods and providing Services. However, the Company’s liability is subject to the limitations set out in this clause.
10.2 The Company’s liability for loss of or damage to Goods, however caused, shall not exceed the reasonable replacement cost of the item or any specific limit notified to the Client in writing.
10.3 The Company will not be liable for:
a. Loss or damage arising from wear and tear, inherent defect, or pre-existing damage to items.
b. Damage to furniture or fittings that are already weakened, poorly assembled, or not suitable for transport.
c. Loss of data, digital content, or business information stored on devices or equipment.
d. Indirect or consequential loss, including loss of profits, income, or business opportunities.
10.4 The Client should inspect Goods as soon as reasonably practicable after delivery. Any loss or damage must be reported to the Company in writing as soon as possible and in any event within seven days of the move.
10.5 The Company maintains insurance cover appropriate to its operations, but the Client remains responsible for arranging any additional insurance for high-value or particularly fragile items if required.
11. Limitations and Exclusions
11.1 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded under UK law.
11.2 Subject to clause 11.1, the Company’s total aggregate liability under any Contract shall be limited to the total amount paid or payable by the Client for the Services under that Contract.
12. Delays and Force Majeure
12.1 The Company will use reasonable efforts to adhere to agreed dates and times but cannot guarantee exact arrival or completion times, especially within congested urban areas.
12.2 The Company shall not be liable for any delay or failure in performance arising from circumstances beyond its reasonable control, including but not limited to adverse weather, road closures, vehicle breakdowns, accidents, strikes, or public transport disruptions.
13. Complaints
13.1 If the Client wishes to raise a concern or complaint about the Services, this should be communicated to the Company in writing as soon as possible.
13.2 The Company will investigate and respond to complaints in a timely and fair manner and may request additional information, photographs, or evidence in order to assess the issue.
14. Data Protection and Privacy
14.1 The Company will process personal information provided by the Client in accordance with applicable UK data protection legislation.
14.2 Personal data will be used for the purpose of administering bookings, providing Services, processing payments, and handling any queries or complaints.
14.3 The Company will take reasonable steps to protect personal data against unauthorised access or misuse and will not sell personal data to third parties.
15. Termination
15.1 Either party may terminate the Contract with immediate effect by written notice if the other party commits a material breach that is not remedied within a reasonable period after written notice has been given.
15.2 On termination, the Client shall pay the Company for all Services provided up to the date of termination and for any unavoidable costs incurred as a result of the termination.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any Contract between the Company and the Client shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
17.3 The Client may not assign or transfer any rights or obligations under the Contract without the prior written consent of the Company.
17.4 These Terms and Conditions, together with any written quotation or confirmation, constitute the entire agreement between the parties and supersede any prior understandings, representations, or arrangements.
By confirming a booking with London Removal, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.
