St John’s Wood Removal Company Terms and Conditions

These Terms and Conditions govern the provision of removal and associated services by our removal company to customers in St John’s Wood and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

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

Company means the removal service provider supplying the services described in these Terms and Conditions.

Customer means the individual, company or organisation requesting and paying for the services.

Services means removal, packing, unpacking, loading, unloading, storage, waste removal and any other related services offered by the Company.

Premises means the collection, delivery, or any other address at which the Services are provided.

Items means all furniture, personal belongings, equipment, and other goods handled or transported by the Company on behalf of the Customer.

2. Scope of Services

The Company provides household and commercial removal and associated services within St John’s Wood and across the United Kingdom. Services may include local moves, long-distance moves within the UK, packing and unpacking, furniture dismantling and reassembly, and limited waste removal connected with a move.

The exact scope of Services to be provided will be as set out in the written quotation or confirmation issued by the Company and accepted by the Customer. Any additional services requested outside the agreed scope may incur further charges.

3. Quotations

All quotations are based on the information supplied by the Customer, including but not limited to the volume of Items, property access, number of floors, presence of lifts, parking arrangements, and any special handling requirements.

Quotations are normally provided as fixed-price estimates for specified work. However, the Company reserves the right to adjust the price if:

The information supplied by the Customer was incomplete or inaccurate.

The Services required differ from those originally agreed.

There are unforeseen difficulties such as restricted access, delays not caused by the Company, or additional Items.

Unless otherwise stated, quotations are valid for 30 days from the date of issue and are subject to availability of resources on the requested dates.

4. Booking Process

A booking is considered confirmed only when the Customer has accepted the quotation and any required deposit has been received by the Company. The Company may issue a written or electronic booking confirmation outlining the agreed Services, dates, and charges.

The Customer is responsible for checking that the details in the quotation and confirmation are accurate, including addresses, dates, access details, and the estimated volume of Items. Any discrepancies should be reported to the Company without delay.

The Company reserves the right to refuse any booking at its discretion, including where the work requested exceeds the safe or lawful capacity of its staff or vehicles, or where there are concerns about health, safety, or legal compliance.

5. Customer Responsibilities

The Customer agrees to:

Ensure that adequate and lawful parking is available at all Premises, including obtaining any required permits or permissions in advance.

Provide clear instructions and directions to the Premises and any relevant access information, including restrictions, time limits, or security procedures.

Pack all Items safely and securely, unless packing services have been expressly included in the booking.

Ensure that all appliances are disconnected, defrosted, and drained, and that all fragile or high-value Items are appropriately protected or highlighted to the Company.

Be present or represented by an authorised person at the Premises during the Services to provide access, instructions and to sign any necessary documents.

Arrange appropriate insurance for Items where desired, recognising the limitations of the Company’s liability as set out in these Terms and Conditions.

6. Payments and Charges

Unless otherwise agreed in writing, the Customer must pay any deposit requested by the Company at the time of booking and the balance on or before completion of the Services.

The Company may accept various payment methods, which will be specified in the quotation or confirmation. The Customer is responsible for ensuring that cleared funds are available by the due date.

Additional charges may apply in the following circumstances:

Delays caused by the Customer, third parties, or circumstances outside the Company’s reasonable control, where the Company’s staff or vehicles are kept waiting.

Work carried out outside normal working hours at the Customer’s request.

Additional Items, additional journeys, or services beyond those agreed in the quotation.

Parking fees, fines, toll charges or congestion charges directly incurred in carrying out the Services.

All charges are exclusive of any applicable taxes unless expressly stated otherwise.

7. Cancellations and Postponements

The Customer may cancel or postpone a booking by giving notice to the Company. The following cancellation and postponement terms will normally apply, unless otherwise specified in the quotation or confirmation:

If the Customer cancels more than seven days before the agreed date, any deposit may be refundable at the Company’s discretion, minus any reasonable administrative costs.

If the Customer cancels between two and seven days before the agreed date, the Company may charge up to 50 percent of the estimated total charges.

If the Customer cancels less than two days before the agreed date, the Company may charge up to 100 percent of the estimated total charges.

Where a postponement is requested, the Company will use reasonable efforts to accommodate the change, subject to availability. If the new date is not available, the request may be treated as a cancellation.

If the Company needs to cancel or significantly change a booking due to circumstances beyond its reasonable control, it will inform the Customer as soon as reasonably possible and will offer an alternative date or a refund of any pre-paid charges, but will not be liable for any indirect or consequential loss.

8. Access, Parking and Delays

The Customer is responsible for ensuring that the Premises are accessible for the Company’s vehicles and staff. This includes arranging suitable parking as close as reasonably possible to the Premises.

If safe and lawful access cannot be obtained, or if parking is not available, the Company may, at its discretion:

Refuse to undertake part or all of the Services.

Charge additional fees for extra time, labour or equipment required.

Any waiting time caused by issues with access, keys, documentation, or other matters beyond the Company’s control may be charged at the Company’s standard hourly rates.

9. Customer Property and Items Excluded from Carriage

The Customer must not include in the Items any goods that are hazardous, illegal, perishable, or otherwise unsuitable for transport, including but not limited to:

Explosives, weapons, ammunition or firearms.

Flammable liquids, gases, chemicals, or toxic substances.

Cash, jewellery, precious metals, or other high-value items unless specifically agreed in writing.

Plants, animals, or living organisms.

If such Items are included without the Company’s knowledge or consent, the Company will not be liable for any loss, damage, or delay arising in connection with them, and the Customer will be responsible for any resulting loss, damage, or expense incurred by the Company.

10. Liability and Limitations

The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Items is subject to the limitations set out in this section.

The Company will not be liable for:

Normal wear and tear, minor scuffs or marks, or deterioration arising from the nature of the Items.

Damage to Items that are inadequately packed by the Customer or a third party.

Damage to Items where the Customer has instructed the Company to move them against the Company’s advice regarding safety or suitability.

Loss or damage arising from war, terrorism, extreme weather, natural disasters, or other events beyond the Company’s reasonable control.

Indirect or consequential loss, including loss of profit, income, use, or enjoyment.

Unless otherwise expressly agreed in writing, the Company’s total liability for loss or damage to Items, whether arising in contract, tort, or otherwise, will be limited to a reasonable amount, taking into account the value of the affected Items and the charges paid for the Services.

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 be excluded or limited under applicable law.

11. Insurance

The Company maintains appropriate insurance cover for its business operations in accordance with industry standards. This may include goods in transit cover and public liability insurance.

The Customer should not assume that the Company’s insurance will provide full replacement value for all Items. The Customer is strongly advised to arrange additional insurance for high-value or fragile Items if required.

Any claims for loss or damage must be notified to the Company in writing as soon as reasonably possible and, in any event, within a reasonable period after completion of the Services, to allow for proper investigation.

12. Waste and Environmental Regulations

Where the Company agrees to remove waste or unwanted Items, this will be done in accordance with applicable waste and environmental regulations in the United Kingdom.

The Company will only remove waste that it is lawfully permitted to carry and dispose of. Hazardous or specialist waste may require separate arrangements with a licensed contractor.

The Customer confirms that any Items presented for disposal are legally theirs to dispose of and do not contain prohibited materials.

Additional charges may apply for waste removal based on volume, weight, and type of material, as well as any disposal fees or regulatory costs. The Company will use lawful and environmentally responsible disposal routes, which may include recycling or authorised waste transfer facilities.

13. Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be addressed promptly.

The Company will investigate complaints in a fair and timely manner and will seek to resolve any disputes through discussion and negotiation with the Customer.

If a dispute cannot be resolved informally, either party may consider using mediation or another form of alternative dispute resolution before pursuing court proceedings, where appropriate.

14. Data Protection and Privacy

The Company will collect and process personal data about the Customer in order to provide the Services, manage bookings, handle payments, and meet legal obligations.

The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to deliver the Services, process payments, or comply with legal requirements.

By placing a booking, the Customer consents to the processing of their personal data for these purposes. The Customer has rights in relation to their personal data, which may include access, correction, and deletion, subject to applicable law.

15. Termination

The Company may terminate the contract for Services with immediate effect by giving notice to the Customer if:

The Customer commits a material breach of these Terms and Conditions.

The Customer fails to make payment when due and does not remedy this within a reasonable period after being notified.

Continuing with the Services would, in the Company’s reasonable opinion, pose a risk to health, safety, or legal compliance.

In the event of termination by the Company for cause, the Customer will remain liable for all charges incurred up to the date of termination and any reasonable costs arising from the termination.

16. 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 or formation, are governed by and construed in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales will 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, that provision will be deemed deleted, and the remaining provisions will continue in full force and effect.

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

The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the Company’s prior written consent.

These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services, and supersede any prior agreements, understandings or arrangements, whether written or oral.