House Removals London Service Terms and Conditions

d) Any large, heavy or fragile items, such as pianos, safes or antiques.

e) Any items requiring disassembly, reassembly or special handling.

3.3 Based on the information provided, the Company will issue a quotation. Quotations are not binding until accepted by the Customer and confirmed in writing by the Company.

3.4 A booking is confirmed only when the Customer has accepted the quotation, agreed to these Terms and Conditions, and paid any required deposit as specified by the Company.

3.5 The Customer is responsible for checking the accuracy of the booking confirmation and must notify the Company promptly of any errors or changes.

3.6 Any changes to the booking, including date, time, addresses, or scope of work, are subject to availability and may result in additional charges.

4. Prices and Payments

4.1 Unless otherwise stated in writing, all prices are in pounds sterling and are exclusive of any applicable taxes or government charges.

4.2 The quotation is based on the information supplied by the Customer at the time of booking. The Company reserves the right to adjust the final price if:

a) The information provided was inaccurate or incomplete.

b) There are delays caused by the Customer, including but not limited to lack of access, insufficient packing, or waiting times.

c) Additional services are requested on the day of the move.

d) Access at the Service Address is more difficult than originally advised, such as additional flights of stairs, long carrying distances or restricted vehicle access.

4.3 The Company may require a non-refundable deposit at the time of booking. The amount and due date of the deposit will be specified in the quotation or booking confirmation.

4.4 Unless otherwise agreed in writing, any outstanding balance is payable no later than on completion of the services on the moving day.

4.5 Payment methods accepted by the Company will be communicated to the Customer prior to the move. The Customer must ensure that cleared funds are available by the time payment is due.

4.6 If payment is not made when due, the Company reserves the right to:

a) Suspend or cancel the services.

b) Charge interest on overdue amounts at the statutory rate, accruing daily until payment is received in full.

c) Recover all reasonable costs incurred in pursuing late or non-payment.

5. Cancellations, Postponements and Delays

5.1 The Customer may cancel or postpone a booking by giving written notice to the Company.

5.2 If the Customer cancels or postpones the booking, the following charges may apply, unless otherwise agreed in writing:

a) More than 7 Working Days before the scheduled move date: no additional charge, but any deposit may be retained at the Company’s discretion.

b) Between 3 and 7 Working Days before the scheduled move date: a cancellation fee of up to 50 percent of the quoted price.

c) Less than 3 Working Days before the scheduled move date or on the day of the move: a cancellation fee of up to 100 percent of the quoted price.

5.3 The Company reserves the right to cancel or postpone the services in the event of circumstances beyond its reasonable control, including but not limited to severe weather, road closures, vehicle breakdowns, accidents, illness of key personnel, or safety concerns at the Service Address. In such cases, the Company will provide as much notice as reasonably practicable and will either reschedule the services or offer a refund of any amounts paid for services not provided, at the Customer’s option. The Company will not be liable for any indirect or consequential losses arising from such cancellation or postponement.

5.4 If the start or completion of the services is delayed by factors within the Customer’s control, including but not limited to unprepared Goods, lack of access, or waiting for keys, the Company may charge additional waiting time or labour fees at its standard rates.

6. Customer Responsibilities

6.1 The Customer is responsible for:

a) Ensuring that all Goods are properly packed, labelled and ready for transport, unless packing services have been agreed.

b) Informing the Company of any fragile, valuable or unusual items requiring special handling.

c) Removing any fixtures, fittings or equipment that are not to be moved.

d) Securing all windows and doors and protecting floors or surfaces, where required.

e) Arranging suitable parking and any necessary permits at all Service Addresses, and paying any associated charges.

f) Ensuring that the Company and its Crew have safe and reasonable access to the property and to all Goods to be moved.

6.2 The Customer must not request the Company to transport prohibited or illegal items, including but not limited to:

a) Explosives, flammable or hazardous materials.

b) Live animals or plants, unless expressly agreed.

c) Perishable goods that may deteriorate in transit.

d) Cash, securities, jewellery or other high-value items, unless declared and specifically agreed in advance.

6.3 If the Customer fails to comply with these responsibilities, the Company may refuse to move specific items or may terminate the services, and the Customer may be liable for additional charges.

7. Company Responsibilities

7.1 The Company will provide the services with reasonable care and skill, using appropriately trained Crew and suitable vehicles and equipment.

7.2 The Company will take reasonable steps to protect the Customer’s Goods and property during the move, including the use of blankets, covers and other protective materials where appropriate.

7.3 The Company will make reasonable efforts to adhere to any agreed timescales, but any times or dates are estimates only and time shall not be of the essence unless expressly agreed in writing.

8. Liability for Loss or Damage

8.1 The Company’s liability for loss of or damage to Goods or property is limited as set out in this section.

8.2 The Company will not be liable for any loss or damage arising from:

a) Faulty or inadequate packing by the Customer, unless packing services are provided by the Company.

b) Normal wear and tear, scratching, scuffing or deterioration associated with handling and transport.

c) Inherent defects, characteristics or pre-existing damage in the Goods.

d) Acts or omissions of the Customer or any person acting on the Customer’s behalf.

e) Atmospheric or environmental conditions, including damp, mould, temperature fluctuations or infestation.

8.3 The Company’s total liability in respect of any claim for loss or damage to Goods shall not exceed the lower of:

a) The reasonable cost of repair or replacement of the item; or

b) A maximum sum per move, as notified to the Customer in the quotation or booking confirmation.

8.4 The Customer is strongly advised to arrange adequate insurance covering all Goods for the full duration of the move. The Company does not provide full replacement value insurance as part of its standard services.

8.5 The Company will not be liable for any indirect or consequential loss, including but not limited to loss of profits, loss of use, emotional distress, or loss of enjoyment, arising out of or in connection with the services.

8.6 The Customer must notify the Company in writing of any visible loss or damage as soon as reasonably practicable and in any event within 72 hours of completion of the services. For non-visible damage, the Customer must notify the Company within 7 days of becoming aware of the issue. The Company may require evidence such as photographs and access to inspect the alleged damage.

9. Excluded Items and Special Risks

9.1 The Company does not accept responsibility for loss of or damage to the following items, unless specifically agreed in writing prior to the move:

a) Jewellery, watches, precious metals, stones, or similar valuables.

b) Cash, credit cards, documents, deeds, securities or data.

c) Items of sentimental value where the value is largely personal.

9.2 The Customer should keep such items in their personal custody during the move.

10. Waste, Disposal and Environmental Regulations

10.1 The Company is not a licensed waste carrier unless expressly stated, and does not provide general waste removal services as part of a standard removal.

10.2 The Customer is responsible for disposing of unwanted items, rubbish or hazardous materials in accordance with applicable waste and environmental regulations.

10.3 Where the Company agrees to remove and dispose of specific items on behalf of the Customer, this will be set out in the quotation or booking confirmation and may be subject to additional charges.

10.4 The Company will not remove or dispose of hazardous, prohibited or regulated waste, including but not limited to chemicals, asbestos, gas cylinders, fuel, paint, or clinical waste.

11. Parking, Access and Permits

11.1 The Customer is responsible for arranging suitable parking for the Company’s vehicles at all Service Addresses and for obtaining any necessary permits in advance.

11.2 Any parking fines, penalties or additional charges incurred as a result of insufficient or unsuitable parking arrangements may be charged to the Customer.

11.3 If access for the Company’s vehicles or Crew is restricted or unsafe, the Company may refuse to proceed until suitable arrangements are made. Any resulting delays or additional labour required may incur extra charges.

12. Complaints

12.1 If the Customer has any concerns or is dissatisfied with any aspect of the services, they must notify the Company as soon as possible, providing full details of the issue.

12.2 The Company will investigate complaints promptly and will aim to respond within a reasonable time frame. The Customer agrees to cooperate with any investigation and provide any requested information or evidence.

13. Data Protection and Privacy

13.1 The Company will collect and process personal data relating to the Customer and the provision of the services in accordance with applicable data protection laws.

13.2 Personal data may be used for administration of the booking, provision of services, invoicing, customer service and legal or regulatory compliance.

13.3 The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to provide the services, comply with the law, or with the Customer’s consent.

14. Subcontracting

14.1 The Company may subcontract all or part of the services to carefully selected third parties, provided that the Company remains responsible for the performance of the services in accordance with these Terms and Conditions.

15. Governing Law and Jurisdiction

15.1 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.

15.2 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 the services.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16.2 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.

16.3 These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the services and supersede any prior agreements or understandings.

16.4 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations to a successor or associated company, provided that such assignment does not materially affect the Customer’s rights.

16.5 These Terms and Conditions may be updated from time to time. The version in force at the time of the Customer’s booking shall apply to that booking and the associated services.