Removals Richmond Upon Thames Terms and Conditions
These Terms and Conditions set out the basis on which Removals Richmond Upon Thames provides household, office and related moving services within Richmond Upon Thames and surrounding areas. By placing a booking, you agree that these Terms and Conditions form the entire agreement between you and Removals Richmond Upon Thames for the services provided.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company or organisation that contracts with us for removal or associated services.
We, us or our means Removals Richmond Upon Thames, the provider of removal and related services.
Services means any removal, packing, unpacking, storage, clearance or related services we agree to provide.
Goods means the personal effects, furniture, equipment or other property that we are asked to handle, transport or store.
Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation.
2. Scope of Services
We provide domestic and commercial removal services, including loading, transport and unloading of goods, with optional packing, unpacking and limited storage services, primarily within Richmond Upon Thames and neighbouring areas. The exact scope of services for each move will be confirmed when your booking is accepted.
Any additional work requested on the day of removal, such as extra packing or additional journeys, is subject to our agreement and may incur extra charges at our prevailing rates.
3. Booking Process
3.1 Enquiries and quotations
You may request a quotation by providing accurate information about the collection and delivery addresses, access conditions, property size, volume of goods, special items such as pianos or large furniture, and any specific timing requirements. Quotations are based on the information you provide and are subject to revision if that information proves inaccurate or incomplete.
3.2 Acceptance of quotation
A contract is formed when you confirm that you wish to proceed with our quotation and we confirm acceptance of your booking. Acceptance may be confirmed in writing or electronically. All bookings are subject to availability of vehicles and staff on the requested date.
3.3 Changes to booking details
You must notify us promptly of any changes to your booking, including changes to addresses, dates, access, parking arrangements, or volume of goods. We reserve the right to adjust the price or, if we are unable to accommodate the change, to treat the change as a cancellation in accordance with the cancellation terms below.
3.4 Access and parking
You are responsible for ensuring suitable access and lawful parking for our vehicles at both the collection and delivery locations. Any parking permits, dispensations or permissions required from local authorities must be arranged by you unless we expressly agree otherwise in writing. Waiting time or costs incurred due to inadequate access or parking may be charged to you.
4. Price and Payment Terms
4.1 Pricing
Prices are usually provided as a fixed quotation based on the details you supply, or in some cases on an hourly rate plus mileage. Unless otherwise stated, prices are exclusive of any congestion charges, tolls, parking fees or ferry charges, which may be added to your final invoice.
4.2 Deposits
We may require a deposit to secure your booking. The amount and due date for the deposit will be specified in your quotation or booking confirmation. Your booking is not guaranteed until any required deposit has been received in cleared funds.
4.3 Balance payments
Unless otherwise agreed in writing, the balance of all charges is payable no later than the start of the removal on the agreed date, or in accordance with any payment schedule specified in your quotation. We reserve the right to withhold commencement or continuation of services if payment is not made when due.
4.4 Late payments
If payment is not received by the due date, we may charge interest on overdue sums at the statutory rate applicable to business transactions in the United Kingdom until payment is received in full. You will also be liable for any reasonable costs we incur in recovering overdue amounts.
5. Cancellations and Postponements
5.1 Cancellation by you
If you wish to cancel your booking, you must notify us as early as possible. The following cancellation charges may apply, calculated as a percentage of the agreed price:
a. More than 10 working days before the agreed removal date: no cancellation charge, deposit refundable at our discretion, subject to any non-recoverable costs incurred by us.
b. Between 5 and 10 working days before the removal date: up to 50 percent of the agreed price.
c. Less than 5 working days before the removal date or on the day itself: up to 100 percent of the agreed price.
We may waive or reduce cancellation charges at our discretion in exceptional circumstances, but we are under no obligation to do so.
5.2 Postponements
If you request to postpone your move, we will make reasonable efforts to accommodate the change, subject to availability. We may treat the postponement as a cancellation and new booking, and apply cancellation charges as above, if we cannot reschedule without loss.
5.3 Cancellation by us
We may cancel the contract or suspend services if you materially breach these Terms and Conditions, fail to pay sums when due, provide materially inaccurate information, or where it becomes impracticable or unsafe for us to perform the services. If we cancel for reasons not attributable to your actions or omissions, we will refund any sums paid for services not delivered, and this will constitute full and final settlement of any liability to you.
6. Your Responsibilities
6.1 Packing and preparation
Unless you have booked a packing service, you are responsible for properly packing and securing your goods in suitable containers so that they can be safely handled and transported. Fragile items must be clearly marked and adequately protected. You should ensure that appliances are disconnected, defrosted and dried where appropriate.
6.2 Prohibited and restricted items
You must not include in the goods any items that are hazardous, explosive, illegal, perishable, or otherwise unsuitable for transport, including but not limited to gas cylinders, flammable liquids, firearms, and controlled substances. If we discover such items, we may remove or refuse to transport them and may notify the relevant authorities where required by law.
6.3 Presence and supervision
You or your authorised representative should be present at the collection and delivery addresses to supervise the move, direct placement of items, and sign relevant documentation. If you are not present and no representative is appointed, our decisions regarding handling and placement of goods will be final, and we will not be liable for any resulting loss or inconvenience.
7. Our Responsibilities and Liability
7.1 Duty of care
We will exercise reasonable skill and care in providing the services, taking appropriate steps to protect your goods from loss or damage while in our custody and control.
7.2 Limits of liability for loss or damage
Our liability for loss of or damage to goods, whether arising from negligence or otherwise, is limited to a reasonable amount per item and per job, subject to any specific limits set out in your quotation or any separate insurance arrangements. We may ask you to declare the value of your goods and to arrange appropriate insurance cover for high value items or collections.
We are not liable for:
a. Loss or damage arising from your failure to pack items adequately, unless we have provided a packing service.
b. Damage to furniture or other items that are already defective, fragile, or in an unstable condition.
c. Loss of or damage to items not packed or prepared in accordance with our guidance.
d. Indirect or consequential loss such as loss of revenue, profit, or opportunity.
7.3 Time limits for claims
You must inspect your goods on delivery and notify us in writing of any visible loss or damage as soon as reasonably practicable, and in any case within 7 days of the completion of the services. For non-visible loss or damage, you must notify us within 14 days of completion. If you do not notify us within these periods, we may not be liable for such loss or damage, unless the delay is justified and does not prejudice our ability to investigate the claim.
7.4 Delays beyond our control
We are not responsible for delays caused by circumstances beyond our reasonable control, including traffic conditions, road closures, severe weather, accidents, breakdowns not attributable to lack of maintenance, industrial action, or acts of public authorities. In such cases, we will make reasonable efforts to complete the services as soon as practicable, but we will not be liable for any resulting costs or losses.
8. Waste, Disposal and Environmental Compliance
8.1 Waste regulations
Where we agree to remove and dispose of unwanted items or waste materials as part of the services, we will do so in accordance with applicable UK waste and environmental regulations. We will transport waste only to authorised facilities and will handle it in a lawful and responsible manner.
8.2 Hazardous and restricted waste
We do not accept hazardous waste, including chemicals, asbestos, clinical waste, or other materials classified as hazardous under UK law. You are responsible for arranging appropriate specialist services for such items and for informing us if any waste to be removed may be hazardous or regulated.
8.3 Ownership and transfer of waste
By asking us to remove waste items, you confirm that you are entitled to dispose of them and that they are free from third party claims. Ownership of such items passes to us at the point of collection, solely for the purposes of lawful disposal or recycling.
8.4 Additional charges for disposal
Charges for disposal or recycling services will be shown separately where possible. If disposal costs are higher than originally anticipated due to the nature or quantity of waste, we may adjust the charges accordingly, and we will inform you as soon as reasonably practicable.
9. Insurance
We maintain insurance cover appropriate to a professional removal service operating in the United Kingdom. This may include public liability and goods in transit cover, subject to policy terms, conditions and exclusions. You are strongly advised to arrange your own insurance for high value or particularly fragile items, or where the value of your goods exceeds our standard liability limits.
10. Complaints and Dispute Resolution
10.1 Complaints procedure
If you are dissatisfied with any part of our service, you should raise your concerns with us as soon as possible so that we can seek to resolve the issue promptly. Where a complaint relates to loss or damage, you should also follow the notification times set out in the section on liability.
10.2 Escalation
We will investigate complaints in good faith and endeavour to respond within a reasonable time. If we are unable to resolve a dispute informally, either party may consider mediation or other forms of alternative dispute resolution before resorting to court proceedings, although this is not a formal requirement.
11. Data Protection and Privacy
We will handle personal data that you provide to us in connection with the services in accordance with applicable UK data protection laws. We will use your information only for the purposes of managing your booking, providing the services, handling payments and fulfilling our legal obligations. We will not sell your personal information to third parties.
12. Termination
Either party may terminate the contract if the other party commits a material breach that is not remedied within a reasonable period after written notice. We may also terminate immediately if providing the services would be unsafe, unlawful, or otherwise impossible due to circumstances beyond our control.
13. General Provisions
13.1 Entire agreement
These Terms and Conditions, together with any written quotation or confirmation, constitute the entire agreement between you and us relating to the services and supersede any previous discussions, understandings or agreements.
13.2 Assignment
You may not assign or transfer your rights or obligations under the contract without our prior written consent. We may assign or subcontract our rights and obligations, provided that this does not materially reduce the level of service you receive.
13.3 Severability
If any part of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions will continue in full force and effect.
13.4 No waiver
Any failure or delay by either party to enforce any right or remedy under these Terms and Conditions will not be considered a waiver of that right or remedy.
14. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, are governed by and construed in accordance with the laws of England and Wales. You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any such dispute or claim, subject to any mandatory legal rights you may have as a consumer.
By confirming a booking with Removals Richmond Upon Thames, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
