Removal Services Terms and Conditions for Colliers Wood Customers

These Terms and Conditions set out the basis on which we provide domestic and commercial removal and related services in and around Colliers Wood. By making a booking or allowing our team to begin work, you agree to be bound by these Terms and Conditions. You should read them carefully before confirming any booking.

Definitions

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

Company means the removal service provider supplying the services.

Customer means the individual, business, or organisation that requests and pays for the services.

Services means any removal, packing, unpacking, loading, unloading, transportation, storage, or related services that the Company agrees to provide.

Goods means the items that the Customer asks the Company to move, handle, or store.

Premises means the collection and delivery addresses and any other locations at which the Company provides the services.

Scope of Services

The Company provides household and office removal services, including packing, loading, transportation, unloading, and, where agreed, temporary storage. Services are usually provided within Colliers Wood and surrounding areas, but the Company may agree to work further afield where requested.

The precise scope of the services to be provided will be set out in a written quotation or booking confirmation. Services will only include packing, dismantling, reassembly, or special handling of items where this is expressly agreed in writing.

Booking Process

All removal work must be booked in advance. Bookings may be made following a site visit, video survey, or detailed discussion based on the Customer’s description of the work required.

The Customer must provide accurate information about the Premises, access conditions, parking availability, size and number of items, presence of fragile or high-value goods, and any special requirements such as dismantling furniture or handling items that are heavy, bulky, or awkward.

Following the initial enquiry, the Company will provide a quotation or estimated price. Quotations are based on the information supplied by the Customer and are not binding if the information is incomplete or inaccurate. A booking will be confirmed only when the Customer accepts the quotation or estimate in writing or in another form of explicit confirmation required by the Company, and any required deposit has been paid.

The Company reserves the right to refuse or cancel a booking at its discretion, including where it believes that the work cannot be carried out safely or lawfully, or where the Customer has previously failed to pay for services on time.

Quotations and Pricing

Unless otherwise stated, all quotations are provided exclusive of VAT and any other applicable taxes or charges. The quotation will usually specify whether the price is a fixed fee or an estimate based on time and resources.

The Company may adjust the price if any of the following apply:

The information provided at the time of quoting was incomplete, inaccurate, or has changed, including the size or number of items, access conditions, floor level, or distance between properties.

The Customer adds services or requests variations after the booking is confirmed, including additional packing, dismantling, or extra collection or delivery points.

Delays occur that are outside the Company’s control, including waiting for keys, delays caused by third parties, or lack of access to the Premises.

Parking charges, tolls, congestion charges, or similar fees are incurred in providing the services.

In such cases, the Company will charge additional fees based on its current hourly rates or agreed supplementary pricing.

Payments and Deposits

The Customer agrees to pay the charges for the services in accordance with the quotation and these Terms and Conditions. Unless otherwise agreed in writing:

A deposit may be required to confirm the booking. Deposits are usually non-refundable except where the Company cancels the booking without fault on the part of the Customer.

For domestic removals, the balance of the agreed price is normally due no later than the day of the move, and in any event before unloading at the destination premises. For commercial work, different arrangements may be agreed in writing.

Payment must be made using methods accepted by the Company at the time of booking. The Company is not obliged to accept cash payments above any limit it sets and may require cleared funds in advance.

If payment is not received when due, the Company may:

Refuse to start or complete the services.

Retain possession of some or all of the Goods until payment is made in full.

Charge interest on overdue amounts at the maximum rate permitted by applicable law.

The Customer remains liable for all sums due even where a third party has agreed to pay on their behalf.

Cancellations and Amendments

If the Customer wishes to cancel or amend a booking, they must notify the Company as soon as possible. The following cancellation and amendment terms will usually apply, unless the quotation or booking confirmation states otherwise:

Where cancellation is received more than a specified number of working days prior to the scheduled service date, the Company may refund the deposit in whole or in part at its discretion.

Where cancellation is received within a short period before the scheduled service date, the Company may retain the deposit and charge a cancellation fee, which may be a percentage of the quoted price or a minimum flat fee to cover lost time and administrative costs.

If the Customer fails to be present or provide access at the agreed time, the Company may treat this as a late cancellation and charge up to the full amount quoted.

If the Customer requests changes to the service date, time, scope, or locations at short notice, the Company will attempt to accommodate this but cannot guarantee availability. Any rescheduling or variation may incur additional charges.

The Company may cancel or reschedule a booking where it is unable to provide the services due to events beyond its reasonable control, including severe weather, vehicle breakdown, accidents, illness, industrial action, or legal restrictions. In such cases, the Company will offer an alternative date or a refund of any amounts paid for unperformed services, but is not liable for any indirect loss or consequential costs incurred by the Customer.

Customer Responsibilities

The Customer is responsible for:

Ensuring that suitable parking and access are available at all Premises and that any necessary parking permits or arrangements are in place in advance.

Ensuring that Goods are properly packed, protected, and labelled, unless the Company has specifically agreed to provide packing services.

Separating and clearly identifying any items that are fragile, high in value, or require special handling.

Removing or securing any fixtures, fittings, or equipment that could obstruct access or pose a safety risk.

Ensuring that all Goods to be moved are ready at the time agreed for collection.

The Customer must not ask the Company to move or handle any items that are illegal, hazardous, explosive, highly flammable, or otherwise prohibited by law or by regulations relating to waste or transport.

Company Responsibilities and Service Standards

The Company will exercise reasonable skill and care in providing the services, using personnel and vehicles suitable for the agreed work. The Company will take reasonable steps to protect Goods and Premises from damage during the removal process, including the use of protective equipment where appropriate.

However, the Company cannot guarantee that the services will be completed within a specific timeframe, especially where events occur that are beyond its control. Any timings given are estimates only.

Liability and Limitations

The Company’s liability for loss of or damage to Goods is limited as set out in this section. The Customer is strongly advised to obtain suitable insurance cover for Goods in transit and during handling, especially for high-value items.

The Company will not be liable for:

Loss or damage arising from the Customer’s failure to pack, protect, or secure Goods adequately where the Company has not been engaged to provide packing services.

Loss or damage that occurs as a result of defects in Goods, including weak or unstable structures, or due to normal wear and tear.

Loss or damage to items that are prohibited, hazardous, or not disclosed to the Company as requiring special handling.

Indirect or consequential loss, including loss of profit, loss of business, or emotional distress, however arising.

The Company’s total liability for any claim arising out of or in connection with the services, whether in contract, tort, or otherwise, will be limited to a reasonable amount, which may be capped at the value of the Goods being moved or the total charges paid or payable for the services, whichever is lower, unless a higher limit is expressly agreed in writing.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under English law.

Claims and Complaints

Any visible loss or damage to Goods or Premises should be reported to the Company’s team as soon as reasonably possible, and no later than the end of the service day where practicable.

Formal complaints or claims must be submitted to the Company in writing within a reasonable time after the service date, providing full details of the issue, including photographs where available and evidence of value for any damaged items. The Company will investigate and respond within a reasonable timeframe.

Failure to notify the Company of a claim within a reasonable period may affect the Company’s ability to investigate and may reduce or extinguish any liability, unless the Customer can show that it was not reasonably possible to give earlier notice.

Waste and Environmental Regulations

The Company may, where agreed, remove and dispose of certain unwanted items as part of the services. Any waste removal and disposal will be carried out in accordance with applicable UK waste and environmental regulations.

The Customer is responsible for clearly identifying any items to be disposed of and confirming that they have the legal right to arrange their disposal. The Company will not accept hazardous, clinical, or controlled waste unless it has specifically agreed and is properly licensed to do so.

Where the Company agrees to dispose of items, it will use authorised facilities and take reasonable steps to ensure lawful and environmentally responsible disposal. Additional charges may apply for waste removal services, bulky items, or specialised disposal requirements.

Force Majeure

The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is caused by events beyond its reasonable control, including but not limited to extreme weather, natural disasters, fire, flood, acts of terrorism, war, civil unrest, strikes, lockouts, pandemics, government restrictions, or failure of utility services.

If a force majeure event occurs, the Company will inform the Customer as soon as is reasonably practicable and will take reasonable steps to minimise disruption or offer an alternative date. The Customer will still be responsible for paying for any services already provided.

Data Protection and Privacy

The Company will collect and process personal data about the Customer for the purposes of providing the services, managing bookings, processing payments, and complying with legal obligations. The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom and will only retain such data for as long as necessary for these purposes.

Personal data will not be sold to third parties. It may be shared with subcontractors or service providers where necessary for the performance of the services, such as payment processors or additional crew or vehicle providers.

Subcontracting

The Company may subcontract or assign some or all of the services to another suitably qualified removal provider, but will remain responsible for ensuring that the services are carried out with reasonable skill and care.

The Customer authorises the Company to share relevant information with subcontractors where necessary to perform the services.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the provision of the services, shall be governed by and construed in accordance with the laws of England and Wales.

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 their subject matter.

Variation and Severability

The Company may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking, unless a later version is expressly agreed by both parties.

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be treated as severed from the remaining provisions, which shall continue to be valid and enforceable.

Entire Agreement

These Terms and Conditions, together with any written quotation or booking confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the services. They supersede any prior understandings, statements, or representations, whether oral or written, concerning the subject matter of the agreement.