Terms and Conditions

Removal Service Terms and Conditions for Shepherds Bush Customers

These Terms and Conditions set out the basis on which we provide residential and commercial removal, clearance and related services within Shepherds Bush and the surrounding areas. By requesting a quotation, making a booking, or allowing our team to start work, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.

1. Definitions

In these Terms and Conditions, the following expressions will have the meanings set out below:

Company means the removal service provider supplying removal, transport, packing, clearance or related services.

Customer means the person, firm or company who requests or accepts a quotation from the Company and for whom the Company agrees to provide services.

Services means any removal, packing, loading, unloading, transport, storage, clearance or associated work carried out by the Company.

Premises means any property, building, flat, office, storage unit or other location where the Services are to be provided.

Items means furniture, personal belongings, equipment, boxes and any other goods that the Company is requested to move or handle.

2. Service Area

The Company primarily provides services in Shepherds Bush and nearby districts. Quotations may assume typical access and traffic conditions in the local area. If the Services require travel outside the normal service radius or involve unusual access issues, additional charges may apply. These will be discussed with the Customer wherever reasonably possible before work begins or as soon as they become apparent.

3. Quotations

All quotations are based on the information provided by the Customer at the time of enquiry. Quotations may take into account factors such as the size of the property, volume of Items, access at collection and delivery addresses, parking restrictions and any additional services requested.

Unless stated otherwise, quotations are estimates and not fixed prices. The Company reserves the right to amend the quotation if:

1. The Customer provides inaccurate or incomplete information.

2. The volume or nature of Items exceeds what was originally described.

3. Access is significantly more difficult than reasonably expected, including but not limited to long carrying distances, restricted stairways, or lack of lift access.

4. Additional services are requested on the day, such as packing, dismantling or reassembly of furniture, or additional journeys.

5. There are delays outside the Company’s control, such as waiting for keys, delayed property access, or issues with parking arrangements.

Any amendments to the quotation or additional charges will be explained to the Customer as soon as practicable.

4. Booking Process

A booking is only confirmed when the Customer has:

1. Accepted the quotation provided by the Company.

2. Provided all requested details of the Premises, including addresses, any parking constraints and relevant access information.

3. Paid any required deposit or prepayment specified by the Company.

The Company may decline or cancel a booking where the information provided is incomplete, misleading or where it is not reasonably possible to carry out the work safely or lawfully. The Customer is responsible for checking that all booking details are correct and must notify the Company promptly of any changes.

5. Customer Responsibilities

The Customer agrees to:

1. Ensure that sufficient and suitable parking is available for the Company’s vehicles at both collection and delivery addresses, including any necessary permits or authorisations.

2. Provide clear access to the Premises, including stairways, lifts and hallways, and ensure that these are safe and free from obstruction.

3. Pack Items safely and securely where packing is not included as part of the Services, using suitable containers and materials.

4. Clearly label fragile or high-value Items and notify the Company of any special handling requirements.

5. Be present, or ensure that an authorised representative is present, at the Premises during the agreed service window to direct the work and sign any documentation.

6. Comply with all applicable laws, regulations and property rules relating to the Premises and Items.

6. Payments and Charges

Unless otherwise agreed in writing, payment terms are as follows:

1. A deposit or prepayment may be required to secure the booking. The amount and due date will be specified at the time of confirmation.

2. The balance of any charges is usually payable on completion of the Services on the same day.

3. The Company may charge for additional time beyond any agreed allowance, calculated at the hourly or daily rate indicated in the quotation or as notified to the Customer.

4. Parking fees, congestion charges, tolls and similar costs incurred in connection with the Services may be added to the final invoice where not already included in the quotation.

5. If payment is not received on the due date, the Company reserves the right to charge interest on any overdue amount and may withhold delivery of Items or suspend further services until all outstanding sums are paid in full.

7. Cancellations and Amendments

If the Customer needs to cancel or amend a booking, the following terms apply unless otherwise agreed in writing:

1. Cancellations received more than a specified minimum number of working days before the scheduled service date may result in a full or partial refund of any deposit, depending on the Company’s policies and any non-refundable costs incurred.

2. Cancellations made at short notice, or where the team has already been dispatched or has arrived at the Premises, may be charged in full or subject to a minimum call-out fee to cover time, administration and travel costs.

3. Changes to the date, time or scope of the Services are subject to availability and may result in revised charges. The Company will make reasonable efforts to accommodate changes requested by the Customer.

The Company may cancel or postpone the Services in cases of severe weather, vehicle breakdown, illness, safety concerns or any event beyond its reasonable control. In such circumstances, the Company will seek to reschedule the booking at the earliest convenient time, and any advance payments will be applied to the rearranged service or refunded if no alternative can be agreed.

8. Exclusions and Restrictions

The Company will not be responsible for:

1. Moving prohibited or hazardous materials, including but not limited to explosives, flammable substances, gas cylinders, illegal goods, or items which may present a health and safety risk.

2. Handling pets, livestock, plants requiring special care, or perishable goods that may spoil.

3. Dismantling or moving certain Items where specialist skills or tools are required, unless specifically agreed in advance.

The Company reserves the right to refuse to handle any Item which it reasonably believes may be dangerous, illegal, excessively heavy, fragile or otherwise unsuitable for transport with standard removal equipment.

9. Liability and Limitations

The Company will take reasonable care in handling and transporting Items. However, the Customer acknowledges and agrees to the following limitations:

1. The Company’s total liability for loss of or damage to Items, whether caused by negligence, breach of contract or otherwise, will be limited to a reasonable capped amount per job or claim, as specified in the Company’s insurance or service documentation.

2. The Company is not liable for loss or damage arising from inherent defects or pre-existing conditions in Items, including wear and tear, weak or faulty construction, or pre-existing damage.

3. The Company is not liable for any indirect or consequential loss, including loss of income, profit, use, or enjoyment of property or Items.

4. The Customer is responsible for arranging any additional insurance cover if the standard limits of liability do not meet their requirements.

5. The Company will not be liable for damage to Premises where such damage arises from pre-existing structural weakness, inadequately protected surfaces, or circumstances beyond the Company’s reasonable control.

10. Claims and Complaints

Any loss of or damage to Items or Premises that the Customer believes has been caused by the Company must be reported as soon as reasonably possible and, in any event, within a reasonable period after completion of the Services.

The Customer should provide details of the issue, including photographs where appropriate, and reasonable evidence of the value of any damaged Item. The Company will investigate any complaint and may request further information or an opportunity to inspect the alleged damage.

Failure to notify the Company within a reasonable time may affect the ability to investigate and may limit or void any liability where this prejudice is significant.

11. Waste Handling and Regulations

Where the Services include removal of unwanted Items or rubbish, the Customer acknowledges that the Company is required to comply with relevant waste management laws and regulations.

1. The Company will only transport waste to authorised facilities and will not dispose of Items illegally.

2. Additional charges may apply for certain types of waste, including electrical items, mattresses, refrigeration equipment, or materials classed as hazardous or difficult to handle.

3. The Customer must accurately describe any Items for disposal and confirm whether any hazardous substances are present. The Company may refuse to collect or transport any waste that cannot lawfully or safely be handled under the agreed service.

4. The Customer remains responsible for any illegal or non-compliant waste that they have misrepresented or concealed within Items given to the Company for removal.

12. Access, Delays and Waiting Time

The Customer must ensure that the Premises are ready for the Services to commence at the agreed time. If the team is unable to start work due to lack of access, delays with keys, or other issues beyond the Company’s control, waiting time charges may apply at the rates notified to the Customer.

The Company is not responsible for delays caused by traffic, road closures, parking difficulties, security checks, or other external factors. However, the Company will take reasonable steps to minimise disruption and keep the Customer informed where practicable.

13. Health and Safety

The Company will conduct the Services in a manner consistent with applicable health and safety requirements. The Customer agrees to cooperate to ensure a safe working environment, including:

1. Keeping children, pets and uninvolved persons away from areas where lifting and moving are taking place.

2. Informing the Company of any known hazards at the Premises, such as loose flooring, sharp edges, exposed wiring or structural defects.

3. Not asking the Company’s staff to carry out tasks that are unsafe or outside the agreed scope of work.

14. Data Protection and Privacy

The Company may collect and process personal information about the Customer for the purpose of providing quotations, managing bookings, delivering Services and handling payments and enquiries. Any such information will be handled in accordance with applicable data protection laws and used only as reasonably necessary to administer the contract and comply with legal obligations.

15. Force Majeure

The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to extreme weather, natural disasters, accidents, public transport disruptions, strikes, civil unrest, or restrictions imposed by authorities.

16. 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.

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 or formation.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

No failure or delay by the Company in exercising any right or remedy will constitute a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between the Company and the Customer relating to the Services and supersede any prior written or oral representations, agreements or understandings concerning the subject matter.