Terms and Conditions

Removal Service Terms and Conditions for Ruislip Customers

These Terms and Conditions set out the basis on which we provide domestic and commercial removal and associated services to customers in Ruislip and surrounding areas. By booking our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given below:

Agreement means the contract between you and us for the provision of removal or associated services incorporating these Terms and Conditions.

We, us, our means the removal company providing the services.

You, your means the customer or business entering into the Agreement with us.

Services means removal, packing, loading, transport, unloading, storage and any related services that we agree to provide.

Goods means the items being moved, transported, or stored under this Agreement.

Service Area means Ruislip and the wider region in which we routinely operate and offer removal services.

2. Scope of Services

We provide removal and related services for domestic and commercial customers. This may include packing and unpacking, disassembly and reassembly of basic furniture, loading and unloading, transport of goods, and short-term or long-term storage, where agreed.

The exact scope of services to be provided will be confirmed in writing prior to the booking being finalised, usually by way of a written quotation or service confirmation.

3. Quotations and Surveys

Quotations are based on information provided by you, including the volume or list of goods to be moved, access conditions at collection and delivery addresses, travel distance, and any special requirements. Quotations may be provided following a site survey, video survey, or your written or verbal description of the work.

Unless otherwise stated, quotations are valid for a limited period from the date of issue. If your move date, property access, or the nature or volume of goods changes, we reserve the right to amend or withdraw the quotation.

Any additional work or waiting time arising from inaccurate or incomplete information provided by you, or from changes in circumstances beyond our control, may be charged at our standard rates.

4. Booking Process

A booking is not confirmed until you have accepted our quotation, agreed to these Terms and Conditions, and paid any required deposit. Acceptance of a quotation can be made in writing or by any method of communication that we accept as confirmation.

When you request a booking, you warrant that you are the owner of the goods or have the authority of the owner to enter into this Agreement. You must ensure that all details of the collection and delivery addresses, access restrictions, dates, and times are correct and promptly notify us of any changes.

We reserve the right to refuse or cancel any booking where we reasonably believe that it is impractical, unsafe, unlawful, or where you are in breach of these Terms and Conditions.

5. Deposits and Payments

We may require a deposit to secure your booking. The amount and due date for the deposit will be communicated to you when we confirm the quotation. Deposits are usually payable upon acceptance of the quotation.

Unless otherwise agreed in writing, the balance of the price is payable either in full before the commencement of the Services or on completion of the Services on the same day. For business customers or larger moves, alternative payment terms may be agreed in writing.

Payment must be made by an accepted method, as advised by us. You are responsible for ensuring that cleared funds are available by the due date. We reserve the right to withhold provision of the Services, withhold delivery of goods, or place goods in storage at your cost if payment is not received as agreed.

Where payment terms are breached, we may charge interest on overdue sums at the statutory rate and recover all reasonable costs of debt recovery.

6. Cancellations and Postponements

You may cancel or postpone your booking by giving us written or other accepted notice. The following charges may apply, calculated as a percentage of the total quoted price:

If cancellation or postponement is received more than 10 working days before the agreed start date, no cancellation fee will usually be charged and any deposit may be refunded or transferred, subject to our discretion.

If cancellation or postponement is received between 5 and 10 working days before the agreed start date, we may retain all or part of the deposit or charge up to 50 percent of the quoted price.

If cancellation or postponement is received less than 5 working days before the agreed start date, we may charge up to 100 percent of the quoted price.

We may waive or reduce cancellation charges at our sole discretion, for example where the move is rearranged to another date or where we are able to reallocate resources. Any such waiver must be confirmed by us in writing.

If we need to cancel or postpone the Services due to circumstances beyond our reasonable control, such as severe weather, accidents, road closures, or staff illness, we will notify you as soon as reasonably possible and offer an alternative date or a refund of sums paid for services not provided. We will not be liable for any consequential losses arising from such cancellation or postponement.

7. Your Responsibilities

You agree to:

Provide accurate information about the goods, properties, and access conditions.

Ensure that the property is safe for our staff and that driveways and access routes are suitable for our vehicles.

Arrange and pay for any necessary parking permits, vehicle access permissions, or elevator bookings.

Be present, or ensure a responsible person is present, at the agreed times to grant access, give instructions, and sign relevant documents.

Properly prepare and pack goods where you are responsible for packing, ensuring all fragile items are suitably protected.

Remove and safely dispose of any waste, hazardous materials, or prohibited items that we are not permitted to carry.

Check that nothing that should be moved has been left behind at the collection address and that nothing is taken away in error.

8. Items We Do Not Carry

We do not carry or store items that are hazardous, illegal, explosive, corrosive, or otherwise unsafe, including but not limited to gas cylinders, flammable liquids, firearms and ammunition, chemicals, asbestos, and illegal drugs. We also may refuse to transport valuable items such as cash, jewellery, precious metals, or important documents unless we have agreed in writing to do so.

If we discover prohibited or unsafe items, we may remove, refuse to move, or dispose of them without liability, and you may be charged for any associated costs or delays.

9. Access, Parking, and Property Protection

You must ensure that there is suitable access and parking at both collection and delivery locations. Where parking restrictions apply, you are responsible for arranging suitable permits or temporary suspensions and for paying any related fees.

We are not responsible for delays caused by lack of access, parking difficulties, or restrictions outside our control. Additional waiting time, diversions, or extra handling arising from poor access or parking constraints may incur additional charges.

We will take reasonable care to protect your property and goods. However, we are not responsible for damage arising from pre-existing defects, inadequate packing conducted by you, or structural weaknesses in buildings, fixtures, or furniture.

10. Waste and Disposal Regulations

We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal service and will only remove waste items where this has been specifically agreed and quoted for in advance.

Where we agree to remove unwanted furniture or other items, we will transport them to an appropriate facility or authorised destination. You are responsible for ensuring that any items you ask us to dispose of are lawfully capable of being disposed of and are not hazardous or prohibited.

We reserve the right to refuse to take any items that we consider unsafe, illegal, contaminated, or unsuitable for normal removal or disposal channels. Any additional costs incurred as a result of you presenting such items may be charged to you.

11. Limitation of Liability

We will take reasonable care in handling, transporting, and storing your goods. Our liability for loss of or damage to goods is subject to the limitations set out in this Agreement.

We are not liable for loss or damage arising from:

Inadequate or improper packing by you or a third party.

Normal wear and tear, atmospheric or climatic conditions, or gradual deterioration.

Pre-existing defects in goods, including inherent vice or defective construction.

Changes to your move timetable caused by third parties, such as delays in property completion or key release.

Loss of profit, loss of income, business interruption, or any indirect or consequential losses.

Our total liability for any claim relating to loss of or damage to goods, or for any other losses arising from our Services, will not exceed a fair and reasonable amount having regard to the value of the goods and the price paid for the Services. We may offer optional increased cover or insurance, which will be set out separately where applicable.

12. Claims and Time Limits

You must inspect your goods upon delivery and notify us of any apparent loss or damage as soon as reasonably possible, and in any event within a short and reasonable period after completion of the Services.

Any claim under this Agreement must be made in writing, providing full details of the alleged loss or damage, together with any relevant supporting evidence. Failure to notify us within a reasonable time may affect our ability to investigate and may limit or extinguish any liability we may have.

13. Storage Services

Where we provide storage, goods will be stored in a suitable facility chosen by us. Storage fees will be charged at the rates agreed and may be subject to periodic review.

Storage charges are payable in advance or as otherwise agreed in writing. We reserve the right to withhold release of goods from storage until all outstanding charges, including any removal or delivery fees, have been paid in full.

If storage charges remain unpaid for a sustained period and reasonable attempts to secure payment have failed, we may exercise a lien over the goods and, after giving notice, may sell or dispose of some or all of the goods to recover the outstanding sums. Any surplus will be returned to you, less reasonable costs.

14. Insurance

We carry our own business insurance appropriate to the nature of our Services. This may not automatically cover the full value of your goods. It is your responsibility to ensure that your goods are adequately insured, either through your own household, contents, or business insurance, or by arranging additional cover where necessary.

Details of any optional additional insurance offered by us will be provided upon request or as part of your quotation. Any additional insurance cover is subject to the policy terms and conditions of the relevant insurer.

15. Force Majeure

We are not liable for any delay, failure to perform, or interruption in the Services caused by events beyond our reasonable control. Such events may include, but are not limited to, extreme weather, natural disasters, road closures, accidents, breakdowns, strikes or industrial disputes, pandemics, or legal restrictions.

Where a force majeure event occurs, we will aim to minimise disruption and, where possible, rearrange the Services to a reasonable alternative date or time.

16. Data Protection and Privacy

We collect and process personal data, such as names, addresses, and relevant contact and payment details, to provide our Services and manage our relationship with you. We will handle your personal data in accordance with applicable UK data protection laws.

Your information will only be shared with third parties where necessary for the performance of the Services, for legal obligations, or where you have otherwise consented. We take reasonable steps to protect your information from unauthorised access, misuse, or loss.

17. Complaints

If you are dissatisfied with any aspect of our Services, you should raise your concerns as soon as possible with a member of our team so that we have an opportunity to address the issue. If the matter is not resolved informally, you may submit a written complaint setting out the details. We will investigate and respond within a reasonable timeframe.

18. Amendments to These Terms

We may amend these Terms and Conditions from time to time. Any changes will normally apply to future bookings only. The version of the Terms and Conditions that applies to your Agreement will be the version in force at the time your booking is confirmed.

19. Governing Law and Jurisdiction

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.

You and we 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 provided under them.

20. Entire Agreement

These Terms and Conditions, together with any written quotation or service confirmation, constitute the entire agreement between you and us in relation to the Services and supersede any prior discussions, correspondence, or understandings. No variation of these Terms and Conditions will be effective unless agreed in writing by us.