West Hampstead Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which West Hampstead Removals supplies removal and associated services within the United Kingdom. By making a booking or allowing work to begin, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following definitions apply:

1.1 "We", "Us", and "Our" refer to West Hampstead Removals as the provider of removal and related services.

1.2 "You" and "Your" refer to the customer or business contracting with us for services.

1.3 "Services" means removal, packing, unpacking, loading, unloading, storage, clearance, and any other work we agree in writing to perform.

1.4 "Goods" means the items and property that are the subject of the Services.

1.5 "Contract" means the agreement between you and us for the supply of Services, incorporating these Terms and Conditions and any written quotation or confirmation from us.

1.6 "Site" means the address or addresses from which or to which we are required to provide the Services, including any access roads, parking areas and communal spaces.

2. Scope of Services

2.1 We provide household and commercial removal services, including moves within the local area and across the wider UK, together with optional packing, unpacking and related services where agreed in advance.

2.2 The specific Services we will provide are those set out in our written quotation or booking confirmation. Any changes or additions must be agreed in writing and may affect the price and timing.

2.3 We reserve the right to refuse to move or handle any item which in our reasonable opinion is unsafe, unlawful, or not properly prepared for transport.

3. Booking Process

3.1 You may request a quotation by providing accurate details of the property, access, items to be moved, approximate volume, and any special requirements. Quotations are based on the information you provide.

3.2 All quotations are estimates only unless expressly stated as a fixed price. We may adjust the charges if the information provided is incomplete, misleading, or changes on the day of the move.

3.3 A booking is not confirmed until we have sent you a booking confirmation and, where applicable, received any required deposit. Until that time, proposed dates and times remain subject to availability.

3.4 It is your responsibility to check that all details in the quotation and booking confirmation are correct, including addresses, dates, times, and requested Services. Please notify us immediately of any errors.

3.5 Changes to the booking, such as date, time, or scope of Services, are subject to availability and may result in revised charges. We will inform you of any changes in writing.

4. Access, Parking and Your Responsibilities

4.1 You must ensure that there is suitable access at all Sites, including adequate parking for our vehicles in accordance with local regulations, and safe routes for carrying Goods.

4.2 You are responsible for arranging and paying for any parking permits, suspensions, or access permissions required. Any parking fines or penalties incurred due to inadequate arrangements may be charged to you.

4.3 You must ensure that the property is ready for the move, with Goods properly packed (unless we have agreed to pack), labelled where appropriate, and any furniture dismantled as agreed.

4.4 You must remove, disconnect, or arrange safe disconnection of appliances, light fittings, and any fixtures before we arrive, unless we have explicitly agreed to handle such tasks.

4.5 You must not request or permit our staff to carry out tasks that fall outside the agreed Services or that may compromise their safety, including working at unsafe heights or lifting items beyond safe manual handling limits.

5. Packing and Preparation of Goods

5.1 Where we have agreed to provide packing services, we will supply appropriate materials and pack Goods with reasonable care and skill.

5.2 If you pack the Goods yourself, you are responsible for ensuring that they are properly protected and packed into suitable containers. We will not be liable for loss or damage resulting from inadequate or inappropriate packing carried out by you.

5.3 You must declare to us in writing any items of particularly high value, fragile items requiring special care, and any items greater than a typical domestic size or weight.

6. Prohibited and Restricted Items

6.1 We will not carry or store any of the following without prior written agreement: hazardous materials, flammable or explosive substances, firearms, ammunition, illegal goods, live animals, perishable items, or any goods prohibited by law.

6.2 If such items are carried without our knowledge, we may remove, dispose of, or destroy them without notice and you will be responsible for any resulting loss, damage, costs, or legal consequences.

7. Price, Deposits and Payments

7.1 Our charges are as set out in the quotation or booking confirmation and are normally calculated based on time, labour, vehicle size, distance, and the nature of the Goods and Services.

7.2 We may require a deposit to secure the booking. The amount and due date will be specified in the booking confirmation. Deposits are credited against the final invoice.

7.3 Unless otherwise agreed in writing, payment of the balance is due no later than the day of the move and, in any event, before unloading at the destination. We reserve the right to withhold unloading until payment has been received in full.

7.4 We accept payment by commonly used methods, subject to any conditions stated in the quotation or booking confirmation. We do not accept payment in foreign currency or by post-dated cheque.

7.5 If payment is not received when due, we may charge interest on overdue sums at the statutory rate applicable in the UK from the due date until payment is made in full.

8. Changes, Cancellations and Postponements

8.1 If you wish to cancel or postpone your booking, you must notify us in writing as soon as possible.

8.2 We reserve the right to apply the following cancellation or postponement charges, calculated as a percentage of the agreed price:

a) More than seven days before the scheduled move date: no charge, and any deposit may be refunded or transferred at our discretion.

b) Between two and seven days before the move date: up to 50 percent of the agreed price.

c) Less than two days before the move date or on the day itself: up to 100 percent of the agreed price.

8.3 If we are unable to perform the Services on the agreed date due to events beyond our reasonable control, such as severe weather, road closures, accidents, or industrial action, we will rearrange the Services as soon as reasonably practicable. We will not be liable for any resulting losses.

9. Our Right to Suspend or Cancel

9.1 We may suspend or cancel the Contract immediately if:

a) You fail to pay any amount due on time.

b) You are in material breach of these Terms and Conditions.

c) We reasonably believe that providing the Services would create a risk to health and safety or involve illegal activity.

9.2 If we cancel under this clause, you may be charged reasonable costs for work already undertaken and for any losses we incur as a result of the cancellation.

10. Liability for Loss or Damage

10.1 We will exercise reasonable care and skill in providing the Services. Our liability for loss or damage to Goods or property is limited as set out in this clause.

10.2 We are not liable for loss or damage arising from:

a) Inadequate or improper packing by you.

b) Normal wear and tear, or deterioration due to age or condition.

d) Events beyond our reasonable control, including fire, flood, theft, road accidents caused by third parties, or acts of vandalism.

10.3 Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable replacement cost subject to any specific limits stated in our quotation or booking confirmation.

10.4 We will not be liable for indirect or consequential losses, including loss of profit, loss of use, or loss of opportunity.

10.5 You must inspect the Goods and property as soon as reasonably possible after completion of the Services. Any claim for loss or damage must be notified to us in writing as soon as practicable and in any event within seven days of the completion of the Services. We may reject claims made outside this period if late notification prevents proper investigation.

11. Insurance

11.1 We maintain insurance appropriate to our removal activities, subject to the terms and exclusions of the policy.

11.2 It is your responsibility to arrange additional insurance if you require a higher level of cover or wish to insure particular items separately. We can provide information regarding options on request, but you are responsible for deciding whether the cover is adequate for your needs.

12. Waste, Disposal and Environmental Regulations

12.1 Where we agree to remove unwanted items or waste as part of the Services, we will do so in accordance with applicable UK waste and environmental regulations.

12.2 We will only remove waste that we are legally permitted to carry and dispose of. Certain categories of waste, including hazardous or controlled waste, may require specialist handling or may not be accepted.

12.3 You must not present items for removal that are unlawful to dispose of, or that contain hazardous substances, without informing us in advance. We reserve the right to refuse such items or to charge additional fees for compliant handling and disposal.

12.4 Any charges for waste removal or clearance will be specified separately where possible. Additional charges may apply if the volume or nature of waste differs significantly from that described when the quotation was provided.

13. Delays and Waiting Time

13.1 We will use reasonable efforts to arrive at the agreed time, but all arrival and completion times are estimates and may be affected by traffic, access, or other unforeseen factors.

13.2 If we are delayed due to circumstances beyond our reasonable control, we will not be liable for any resulting losses. If the delay results in additional working time, we may charge a reasonable waiting time or additional hours at the rates set out in the quotation or booking confirmation.

13.3 If we are delayed because the property is not ready, access is not available, or instructions are incomplete, we may charge reasonable waiting time or, where necessary, reschedule and apply a further call-out charge.

14. Complaints

14.1 If you are dissatisfied with any aspect of the Services, you should raise the issue with the team on the day where possible, so that we can seek to resolve matters promptly.

14.2 If the issue remains unresolved, you should submit a written complaint as soon as reasonably possible, providing details of the booking, the issue encountered, and any supporting information. We will investigate and respond within a reasonable timeframe.

15. Data Protection and Privacy

15.1 We will collect and use personal information about you only as necessary to provide the Services, manage the Contract, and comply with our legal obligations.

15.2 We will take reasonable steps to keep your personal information secure and will not sell or disclose it to third parties except where necessary to deliver the Services, process payments, or meet legal requirements.

16. Assignment and Subcontracting

16.1 We may subcontract some or all of the Services to trusted third parties, but we will remain responsible for the overall performance of the Contract.

16.2 You may not assign or transfer your rights or obligations under the Contract without our prior written consent.

17. Severability

17.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If such modification is not possible, the relevant provision shall be deleted, and the remaining provisions shall continue in full force and effect.

18. Entire Agreement

18.1 These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between you and us in relation to the Services and supersede any prior discussions, correspondence or understandings.

18.2 No amendment to these Terms and Conditions will be effective unless agreed in writing by both parties.

19. Governing Law and Jurisdiction

19.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.

19.2 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 by us.

By confirming a booking with West Hampstead Removals, you acknowledge that you have read, understood and agreed to these Terms and Conditions.