These Terms and Conditions govern the provision of removal and related services by the removal company operating in and around Islington. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
In these Terms and Conditions, the following definitions apply:
1.1 "Company" means the removal business providing the services.
1.2 "Customer" means the person, firm or organisation booking the services.
1.3 "Services" means household or office removals, packing, loading, unloading, transportation, storage, and any related services agreed with the Customer.
1.4 "Goods" means all items that are to be moved, transported, packed, stored or handled by the Company under these Terms.
1.5 "Service Area" means the areas in which the Company operates, including Islington and surrounding locations.
2.1 All bookings must be made directly with the Company through an accepted booking method as specified by the Company.
2.2 The Customer must provide accurate and complete information at the time of enquiry and booking, including but not limited to:
(a) collection and delivery addresses;
(b) property type and access details (for example, stairs, lifts, parking restrictions);
(c) an accurate description and approximate volume of Goods;
(d) any special handling requirements or fragile items;
(e) any items of unusual size, weight, or value.
2.3 Quotations are based on the information provided by the Customer. The Company reserves the right to amend the quotation or apply additional charges if the information supplied is incomplete, inaccurate, or changes before or during the move.
2.4 A booking will only be considered confirmed once the Customer has accepted the quotation and, where required, paid any deposit specified by the Company. Until confirmation is received, the Company is under no obligation to reserve a particular date or time slot.
2.5 The Customer is responsible for ensuring that the booking date, addresses, and contact details are correct. Any requested changes to the booking must be communicated to and confirmed by the Company in advance of the service date.
3.1 The Company will provide the Services with reasonable care and skill, within the agreed scope and subject to these Terms.
3.2 Unless explicitly stated in writing, the Services do not include:
(a) disconnection or reconnection of appliances;
(b) dismantling or reassembly of furniture or fittings;
(c) removal of fixtures, floor coverings, or built-in units;
(d) the handling or transport of prohibited or hazardous items.
3.3 Any additional services requested on the day of the move are subject to availability and may incur further charges, which will be discussed and agreed with the Customer before the work is carried out.
3.4 The Company aims to adhere to agreed arrival and delivery times but cannot guarantee specific times due to factors such as traffic, weather, access, or unforeseen delays. Time estimates are provided in good faith and are not of the essence unless agreed otherwise in writing.
4.1 The Customer must:
(a) provide safe and suitable access to the property at both collection and delivery points;
(b) arrange any necessary permits or permissions for parking and loading, including in controlled zones where applicable within Islington and the wider service area;
(c) ensure that Goods are properly packed and prepared for transport, unless the Company has agreed to provide packing services;
(d) be present, or ensure that an authorised representative is present, during collection and delivery to direct the placement of Goods and sign relevant documentation.
4.2 The Customer must not include in the Goods any items that are illegal, hazardous, explosive, corrosive, perishable (unless agreed), contaminated, or otherwise unsuitable for transport or storage. The Company may refuse to handle such items.
4.3 The Customer is responsible for the proper protection of property features such as flooring, walls, and doors, unless packaging or protection has been specifically included in the Services.
5.1 All charges for the Services will be set out in the quotation or otherwise communicated to the Customer prior to confirmation of the booking.
5.2 The Company may require a deposit to secure the booking. Deposits are payable by the methods accepted by the Company and are only refundable in accordance with the cancellation terms set out in these Terms.
5.3 Unless otherwise agreed in writing, the balance of any charges is payable on or before the completion of the Services.
5.4 The Company reserves the right to charge additional fees in the following circumstances:
(a) delays caused by the Customer, including waiting time due to lack of access or keys;
(b) increased volume, number, or weight of Goods compared to the original quotation;
(c) additional journeys required due to inaccurate information or insufficient access;
(d) additional services requested that were not included in the original quotation.
5.5 If payment is not made when due, the Company may:
(a) charge interest on overdue amounts at a reasonable rate from the due date until payment is received;
(b) withhold delivery of Goods or terminate the Services until payment is made.
6.1 The Customer may cancel or amend a booking by giving written or verbal notice to the Company, subject to the terms in this section.
6.2 The Company may apply a cancellation fee based on the notice period given by the Customer, as follows:
(a) more than seven days before the scheduled service date: any deposit may be refunded or transferred at the Company’s discretion;
(b) between two and seven days before the scheduled service date: a proportion of the agreed charge may be payable, which may include retention of the deposit;
(c) less than two days before the scheduled service date or on the day of the move: up to 100% of the agreed charge may be payable.
6.3 If the Customer wishes to change the date, time, or scope of the Services, the Company will attempt to accommodate the request, subject to availability. Changes may result in revised charges.
6.4 The Company may cancel or postpone the Services where:
(a) the Customer fails to meet payment or deposit requirements;
(b) the Customer has provided incomplete or misleading information;
(c) it is unsafe or unlawful to carry out the Services;
(d) events beyond the Company’s control make performance impossible or unreasonably difficult.
6.5 In the event of cancellation by the Company (other than due to the Customer’s breach), any prepayments made for Services not provided will be refunded.
7.1 The Company will take reasonable care of the Goods while they are in its custody and control. However, the Company’s liability is subject to the exclusions and limitations in these Terms.
7.2 The Company will not be liable for:
(a) loss or damage arising from the Customer’s failure to pack Goods properly, unless packing services were provided by the Company;
(b) loss or damage resulting from inherent defects, deterioration, or fragility of the Goods that could not be prevented by reasonable care;
(c) loss of data, digital content, or information stored on any device;
(d) indirect or consequential loss, including loss of profit, revenue, or opportunity.
7.3 The Company’s total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable amount per item or per move, as may be specified by the Company prior to the move. The Customer should notify the Company in advance if any item of exceptional value is to be transported so that appropriate arrangements can be discussed.
7.4 The Customer is encouraged to arrange suitable insurance cover for the Goods during the move and any storage period. The Company’s charges do not automatically include full value insurance unless expressly agreed in writing.
7.5 Any claim for loss, damage, or shortage must be notified to the Company as soon as reasonably practical and in any event within a reasonable period after completion of the Services. The Customer should provide details and evidence of the alleged loss or damage to support the claim.
8.1 The Customer is responsible for ensuring suitable parking arrangements are available for the Company’s vehicles at both collection and delivery addresses, including any necessary permits or permissions, particularly where local restrictions apply.
8.2 If suitable parking cannot be arranged, the Company may refuse to carry out the Services or may proceed at the Customer’s risk, and additional charges may apply for any fines, penalties, or delays incurred.
8.3 The Company will take reasonable care to avoid damage to property when carrying out the Services. However, the Customer should take precautions such as protecting floors, walls, and fixtures, especially in narrow or restricted access areas.
8.4 The Company shall not be liable for minor cosmetic damage to walls, floors, doors, or fixtures arising from moving large or heavy items through tight spaces where such risk is reasonably foreseeable and has been explained to the Customer.
9.1 The Company operates in accordance with relevant waste and environmental regulations applicable to its service area.
9.2 The Company is not a general waste carrier unless this has been expressly agreed. Items for disposal must be clearly identified by the Customer and agreed as part of the Services.
9.3 The Customer must not request the Company to dispose of any hazardous, illegal, or regulated waste, including but not limited to chemicals, asbestos, medical waste, flammable substances, or gas cylinders.
9.4 Where the Company agrees to remove unwanted items, it will do so using lawful channels such as licensed waste transfer, recycling, or approved disposal facilities. Additional charges may apply for disposal services, which will be discussed and agreed before removal.
9.5 The Customer remains responsible for any items left at the property that the Company has not expressly agreed to remove. The Company accepts no liability for fines, penalties, or claims arising from items abandoned by the Customer.
10.1 Where the Services include storage, the Company will store the Goods in a suitable facility, exercising reasonable care for their security and condition.
10.2 Storage charges will be invoiced as agreed, and payment must be maintained in accordance with the Company’s terms. Failure to pay storage fees may result in the Company exercising a lien over the Goods.
10.3 If storage fees remain unpaid after reasonable notice, the Company may, as a last resort, sell or dispose of some or all of the Goods in order to recover unpaid charges and reasonable costs, subject to applicable law. Any surplus proceeds, after deducting amounts due, will be made available to the Customer upon request.
11.1 The Company will collect and process personal data of the Customer only to the extent necessary to provide the Services, manage bookings, and comply with legal obligations.
11.2 The Company will take reasonable steps to keep personal data secure and will not sell or share personal information with third parties other than as required to deliver the Services or comply with law.
12.1 If the Customer is dissatisfied with any aspect of the Services, the Customer should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, remedied.
12.2 The Company will use reasonable efforts to resolve complaints promptly and fairly. The Customer agrees to cooperate with any investigation by providing relevant information and evidence.
13.1 The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure is due to events beyond its reasonable control, including but not limited to extreme weather, road closures, accidents, strikes, civil unrest, or acts of government.
13.2 In the event of a force majeure incident, the Company will inform the Customer as soon as reasonably practical and will seek to agree an alternative date or solution where possible.
14.1 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.
14.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or relating to these Terms or the provision of the Services.
15.1 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
15.2 No waiver by the Company of any breach of these Terms shall be considered as a waiver of any subsequent breach.
15.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any previous agreements or understandings, whether written or oral.
15.4 The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking, unless otherwise agreed in writing.
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