Twickenham Removal Company Terms and Conditions

These Terms and Conditions set out the basis on which our removal company provides home and business removal, packing, storage, and associated services. By booking our services, you agree to be bound by these Terms and Conditions, which form the entire agreement between you and us for the supply of removal services.

1. Definitions

In these Terms and Conditions the following expressions have the meanings set out below.

Client means the person, firm or company who requests or receives the services. We or us means the removal company providing the services. Services means any removal, packing, unpacking, loading, unloading, storage, or related services we agree to provide. Goods means the items that we are contracted to move, handle, pack, store or otherwise deal with. Contract means the agreement between you and us for the provision of services incorporating these Terms and Conditions.

2. Scope of Services

We provide domestic and commercial removal services, including but not limited to loading, transport, unloading, packing and unpacking of goods, and short term storage by prior agreement. The exact services to be provided will be set out in our written quotation or booking confirmation. Any additional services requested on the day of the move are subject to availability, agreement and possible additional charges.

3. Quotations

All quotations are provided on the basis of information supplied by you and are subject to survey where applicable. Our quotation will specify the services to be performed, the estimated price, and any special terms that apply. Unless stated otherwise, quotations are valid for thirty days from the date of issue.

Quotations may be amended or withdrawn if:

The information provided at the time of quotation is found to be materially inaccurate or incomplete. Access to the collection or delivery addresses is significantly different or more difficult than described. Additional services are requested, such as packing, dismantling, reassembly, or extra journeys. Delays occur outside our control that materially affect the time taken to complete the work.

4. Booking Process

Your booking is not confirmed until we have accepted it in writing, which may include written correspondence or written confirmation of acceptance following a verbal agreement. We may ask for specific details of the addresses, access arrangements, parking restrictions, inventory of goods, and any items requiring special handling.

We reserve the right to refuse any booking at our discretion, including where access or safety conditions make the work unreasonably difficult or hazardous, or where we reasonably believe our services are being requested for unlawful purposes.

5. Deposits and Payments

We may require a deposit to secure your booking. The amount of the deposit and the deadline for payment will be specified in your quotation or booking confirmation. Where a deposit is required, your booking will remain provisional until the deposit is received in full.

Unless otherwise agreed in writing:

Payment of any deposit is due immediately upon acceptance of the quotation. The remaining balance is payable no later than the start of the removal service or as stated in the invoice. For hourly rate moves, the final charge will be based on the actual time taken, subject to any minimum charge specified in the quotation.

We reserve the right to refuse to commence or to continue with services if payment has not been received in accordance with these Terms and Conditions.

6. Cancellations and Postponements

You may cancel or postpone your booking by giving us written notice. Charges may apply depending on when we receive your notice relative to the scheduled service date.

Unless otherwise stated in your quotation or booking confirmation, the following will normally apply:

If you cancel or postpone more than seven days before the agreed service date, any deposit paid may be refunded or held against a new date at our discretion. If you cancel or postpone less than seven days but more than forty eight hours before the agreed service date, we may retain part or all of your deposit or charge up to fifty percent of the quoted price. If you cancel or postpone forty eight hours or less before the agreed service date, we may charge up to one hundred percent of the quoted price.

If we need to cancel or rearrange your booking due to factors beyond our reasonable control, such as severe weather, road closures, vehicle breakdown, staff illness, accidents, or other events of force majeure, we will notify you as soon as practicable and offer an alternative date or a refund of any payments made for services not yet provided. Our liability in such circumstances will be limited to the return of payments you have made for the affected services.

7. Access, Parking and Preparation

You are responsible for ensuring that there is suitable access to both the collection and delivery addresses, including any necessary parking permissions, permits or authorisations. Any parking fines or charges incurred as a result of inadequate arrangements, or as a direct consequence of instructions given by you, may be added to your final invoice.

You must ensure that the premises are ready for our arrival and that goods are properly packed, labelled and prepared, unless we have agreed to provide packing services. Fragile or high value items should be clearly identified to our team on the day.

We are not responsible for delays, additional work, or inability to complete the service caused by poor access, obstructions, lack of parking, or your failure to be present or represented at the agreed times.

8. Your Responsibilities

You agree to:

Provide accurate information about the volume and nature of goods, access, parking, and any items requiring special handling. Arrange appropriate insurance for your goods if required, over and above any limited liability we may provide. Ensure that all goods are owned by you or that you have the full authority of the owner to enter into the contract. Remove or secure any dangerous, prohibited or perishable items as required by these Terms and Conditions. Be present or represented throughout the collection and delivery to provide instructions and sign any required documentation.

9. Excluded and Hazardous Items

We do not accept responsibility for, and may refuse to move, any of the following items without prior written agreement: valuable items such as jewellery, money, deeds, bonds, or precious metals. Dangerous, explosive or flammable materials including but not limited to gas cylinders, fuel, paints, solvents, fireworks, weapons, or ammunition. Perishable goods or items requiring controlled environments, including refrigerated or frozen food. Animals, plants, and any living organisms. Any illegal goods or substances.

If such items are moved without our knowledge or consent, we accept no liability for loss, damage or consequential loss, and you agree to indemnify us against any claims or penalties arising from their transport or handling.

10. Liability for Loss or Damage

We will exercise reasonable care and skill in handling, packing and transporting your goods. Our liability for loss or damage is however limited as set out in this clause.

We will not be liable for:

Loss or damage arising from your failure to adequately pack goods where we have not provided packing services. Damage to furniture where it was already defective, weakened, or structurally unsound prior to the move. Damage to goods or property caused by your instructions against our advice, or resulting from your failure to provide information or instructions. Loss or damage to goods packed in boxes, bags or containers by you, where there is no visible external damage to the container.

Our liability for any loss or damage directly caused by our negligence or breach of contract will normally be limited to a reasonable cost of repair or replacement, subject to a fair market value for the item and any cap specified in our quotation or booking confirmation. We will not be liable for any indirect or consequential loss, including loss of profit, loss of opportunity, or emotional distress.

All claims for loss or damage must be reported to us in writing as soon as reasonably practicable and in any event within seven days of the completion of the services, giving full details. We may require evidence of value and proof of loss or damage. Failure to notify us within this period may prejudice our ability to investigate the claim and may affect any compensation offered.

11. Damage to Property

We will take reasonable care to avoid damage to walls, floors, fixtures and fittings while carrying out our services. However, you should take reasonable steps to protect surfaces and areas that are particularly vulnerable.

We are not liable for damage to property where:

The damage arises from moving goods at your request in circumstances where our staff have advised that moving the goods is unsafe or likely to cause damage. The damage consists of minor marks or scuffs reasonably incidental to moving large items through narrow or awkward access points. The property was already damaged or in poor condition prior to our work.

Any claim for damage to property must be reported to us in writing on the day of the service or as soon as reasonably practicable, with supporting evidence.

12. Timeframes and Delays

Any time estimates given for the start or completion of services are provided in good faith but are not guaranteed, unless expressly agreed in writing as a specific timed service. We will not be liable for delays or failure to perform our obligations caused by events beyond our reasonable control, including but not limited to traffic conditions, road closures, accidents, severe weather, mechanical breakdown, staff illness, or legal restrictions.

13. Waste and Disposal Regulations

We operate in accordance with applicable UK waste and environmental regulations. We do not remove or dispose of waste, rubbish or unwanted items unless this has been specifically agreed as part of the services and is compliant with relevant law.

Where we agree to remove unwanted items, you confirm that you have authority to dispose of those items and that they do not include hazardous, prohibited or regulated waste. Additional charges may apply for disposal services, and we reserve the right to refuse items that we reasonably believe may breach legal or environmental requirements.

You remain responsible for any waste left at the premises that is not expressly included in our quotation as part of a removal and disposal service.

14. Insurance

We recommend that you arrange suitable insurance cover for your goods during the removal process, particularly for high value or fragile items. Any insurance options we may make available are separate from and in addition to these Terms and Conditions and may be subject to distinct policy terms, conditions and exclusions.

15. Storage Services

If we provide storage services, whether directly or via a third party, your goods will be stored at a facility selected by us unless otherwise agreed. Storage is provided at your risk, subject to any insurance arrangements agreed in writing. Storage charges will be payable in accordance with our quotation and may be invoiced separately on a periodic basis.

We may exercise a lien over goods in storage for all money due and unpaid under the contract. If sums remain unpaid after reasonable notice, we may dispose of or sell some or all of the goods in accordance with applicable law in order to recover outstanding charges and reasonable costs.

16. Right to Withhold or Suspend Services

We reserve the right to suspend or refuse to continue services where you have failed to pay any invoice or requested payment on time, where health and safety risks are unacceptable, or where you are in material breach of these Terms and Conditions. In such cases, any additional costs reasonably incurred by us as a result of suspension or refusal may be charged to you.

17. Data Protection and Privacy

We will collect and use your personal information only to the extent necessary to provide our services, manage your booking, process payments and comply with our legal obligations. We will handle your information in accordance with applicable UK data protection legislation and will take reasonable steps to keep your data secure. We will not sell your personal data to third parties.

18. Complaints

If you have any concerns or complaints about our services, you should notify us as soon as possible so that we can seek to resolve the issue. Complaints regarding loss, damage or service quality should be submitted in writing with relevant details and evidence. We will review your complaint and respond within a reasonable timeframe.

19. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be 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 dispute or claim arising out of or relating to the contract or these Terms and Conditions.

20. General Provisions

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. No failure or delay by us in exercising any right or remedy shall constitute a waiver of that or any other right or remedy.

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to the contract between you and us, unless changes are required by law or you agree to a revised version in writing.

These Terms and Conditions are intended for clients using our removal services within the United Kingdom, including the Twickenham area and surrounding regions.