Removals Acton Terms and Conditions of Service
These Terms and Conditions govern the provision of removals and associated services by Removals Acton to customers in Acton and surrounding areas. By booking or using any of our services, you agree to be bound by these terms. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Customer means the person, firm or company who books or uses our services.
1.2 Company means Removals Acton, the provider of removals and related services.
1.3 Services means any removals, packing, storage, waste removal, or ancillary services provided by the Company.
1.4 Goods means all items to be moved, transported, stored, packed, handled or otherwise dealt with by the Company under the contract.
1.5 Contract means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by the Company.
2. Scope of Services
2.1 The Company provides domestic and commercial removals, including loading, transportation and unloading of Goods, together with optional packing, unpacking, storage and waste removal services where agreed in writing.
2.2 The precise scope of the Services will be described in the quotation or booking confirmation provided to the Customer. Any services not expressly stated in that document are excluded and may be subject to additional charges if later requested.
2.3 The Company operates primarily in Acton and nearby areas but may provide services to other locations by agreement. Additional travel time and mileage charges may apply for longer distance work.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted communication channels, as specified on its official materials. A booking is only provisional until accepted by the Company.
3.2 The Company may provide an estimated quotation based on information supplied by the Customer. The Customer is responsible for ensuring all details provided are accurate and complete, including the addresses, access information, size and quantity of Goods, and any special handling requirements.
3.3 The Company reserves the right to revise any quotation if the information provided is inaccurate or incomplete, or if additional Services are requested. Any revised pricing will be communicated to the Customer for approval before work continues.
3.4 A booking is considered confirmed when the Customer has accepted the quotation and, where required, paid any deposit specified by the Company. The Company may refuse or cancel any booking at its discretion where reasonable, for example where access is unsafe or the work cannot be carried out lawfully.
4. Customer Responsibilities
4.1 The Customer must ensure that:
a) The premises at both collection and delivery addresses are safely accessible for the Company’s staff and vehicles.
b) Any necessary parking permissions or permits are arranged in advance and any related charges are borne by the Customer.
c) Goods are properly packed, labelled and prepared for removal, unless packing is part of the Services agreed.
d) Any items requiring special handling, such as fragile or high-value items, are clearly identified and notified to the Company in advance.
4.2 The Customer warrants that they are the owner of the Goods or have full authority from the owner to enter into the Contract and allow the Company to perform the Services.
4.3 The Customer must not include in the Goods any items that are illegal, dangerous, explosive, highly flammable, perishable, or otherwise unsuitable for transport or storage. The Company may refuse to handle any such items and may, where necessary, involve the appropriate authorities.
5. Payments and Charges
5.1 All charges are payable in accordance with the quotation or confirmation provided by the Company. Prices may be based on factors such as volume, time, distance, labour required, and any additional services requested.
5.2 The Company may require a deposit at the time of booking, with the balance payable prior to or on the day of the move, unless otherwise agreed in writing. The Company is under no obligation to commence or continue the Services if cleared payment has not been received when due.
5.3 Payments must be made using the methods accepted by the Company. The Customer is responsible for any bank charges or transaction fees applied by their payment provider.
5.4 If work is delayed or extended due to circumstances beyond the Company’s reasonable control, including but not limited to access issues, waiting for keys, or additional items not previously declared, the Company may levy reasonable additional charges based on its standard rates.
5.5 All amounts payable by the Customer are due without set-off or deduction. If any payment is late, the Company may charge interest at a reasonable commercial rate and may suspend or cancel further Services until full payment is received.
6. Cancellations and Amendments
6.1 The Customer may cancel or amend a booking by giving notice to the Company. Any rights of refund or cancellation fees will depend on the notice period and the terms stated in the quotation or booking confirmation.
6.2 As a general guideline, if the Customer cancels:
a) More than seven days before the scheduled Service date, any deposit paid may be refundable minus reasonable administrative costs.
b) Between two and seven days before the scheduled Service date, the Company may retain all or part of the deposit to cover allocated resources and lost opportunity.
c) Less than two days before the scheduled Service date, the full quoted charge may become payable, at the Company’s discretion, due to the difficulty in reallocating staff and vehicles at short notice.
6.3 Where a booking is amended, for example to change the date, time, or addresses, the Company will make reasonable efforts to accommodate the change, but cannot guarantee availability. Any additional costs or rate changes arising from the amendment will be charged to the Customer.
6.4 The Company reserves the right to cancel or postpone the Services where necessary due to events beyond its reasonable control, including severe weather, vehicle breakdown, staff illness, or safety concerns. In such cases the Company will offer an alternative date or a refund of payments for Services not provided, but will not be liable for any consequential losses.
7. Access, Parking and Delays
7.1 The Customer must ensure suitable access for the Company’s vehicles at both collection and delivery addresses. This includes informing the Company in advance of any restrictions such as narrow roads, low bridges, height limits, or time-limited access.
7.2 The Customer is responsible for arranging any necessary parking permissions or permits and for paying any associated charges. The Company may pass on to the Customer any parking penalties incurred as a direct result of the Customer’s failure to provide suitable parking arrangements.
7.3 If the Company’s staff and vehicles are kept waiting or delayed due to issues outside the Company’s control, including but not limited to waiting for keys, lifts not working, or incomplete packing by the Customer, additional waiting time or labour charges may apply.
8. Liability and Limitations
8.1 The Company will exercise reasonable care and skill in providing the Services. However, its liability for loss of or damage to Goods is limited as set out in this clause.
8.2 The Company will not be liable for loss or damage arising from:
a) Goods packed or unpacked by the Customer or by persons not acting under the Company’s control.
b) Normal wear and tear, or deterioration of Goods due to their condition or nature.
d) Perishable or temperature-sensitive items, or any items prohibited under these terms.
e) Acts or omissions of the Customer or any third party.
8.3 The Customer must notify the Company in writing of any loss or damage within a reasonable time after the Services are completed and in any event no later than seven days from the date of the move. The Customer must give the Company a reasonable opportunity to inspect any alleged damage.
8.4 The Company’s total liability for loss of or damage to Goods, whether arising in contract, tort or otherwise, shall, to the fullest extent permitted by law, be limited to the lower of:
a) The cost of repair or replacement of the affected Goods, or
b) A reasonable maximum amount per item or per job, as stated in the quotation or otherwise notified to the Customer.
8.5 The Company shall not be liable for any indirect or consequential loss, including loss of profits, loss of use, loss of opportunity, or emotional distress, arising from or in connection with the Services.
8.6 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by the Company’s negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.
9. Insurance
9.1 The Company maintains appropriate insurance cover in relation to its business activities. Details of the relevant cover and main exclusions can be provided to the Customer on request.
9.2 The Customer is encouraged to arrange additional insurance cover for high-value or particularly fragile items, and for any amounts above the Company’s stated liability limits.
10. Waste Regulations and Disposal
10.1 Where the Company provides waste removal or disposal services, it will do so in accordance with applicable waste management and environmental regulations.
10.2 The Customer must accurately describe the nature of any items to be removed as waste. The Company reserves the right to refuse any items that are hazardous, controlled, or not suitable for handling under its existing licences or permits.
10.3 The Customer remains responsible for any unlawful items placed in waste without the Company’s knowledge. If such items are discovered, the Company may notify the Customer and the relevant authorities, and any costs incurred in dealing with those items may be charged to the Customer.
10.4 Waste removal charges are typically based on the type and volume of waste, labour required, and any disposal fees or taxes applicable. The Company will seek to minimise landfill usage where practicable, by recycling or reusing materials in line with environmental guidelines.
11. Excluded Items
11.1 Unless expressly agreed in writing, the Company does not transport or store:
a) Cash, securities, or financial instruments.
b) Jewellery, watches, or precious metals of high value.
c) Antiques, fine art, or collections of exceptional value.
d) Firearms, ammunition, explosives or weapons.
e) Live animals or plants.
f) Chemicals, solvents, gases, or other hazardous materials.
11.2 If any such excluded items are transported or stored without the Company’s knowledge, this will be entirely at the Customer’s risk and the Company accepts no liability for loss, damage or consequences arising.
12. Complaints and Disputes
12.1 The Company aims to provide a professional and efficient service. If the Customer has any concerns or complaints, they should raise them promptly with the Company so that they can be addressed.
12.2 The Customer should set out any complaint clearly and provide relevant details, including the date of the move, addresses, and a description of the issue. The Company will investigate and seek to resolve the matter in a fair and timely manner.
13. Data Protection and Privacy
13.1 The Company will process personal data provided by the Customer for the purposes of arranging and delivering the Services, administering the Contract, and complying with legal obligations.
13.2 The Company will take reasonable steps to keep personal data secure and will not share such data with third parties except where necessary to perform the Services, comply with the law, or with the Customer’s consent.
14. Force Majeure
14.1 The Company shall not be in breach of the Contract nor liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to severe weather, natural disasters, accidents, road closures, public disturbances, strikes or governmental restrictions.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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 the Services, subject to any mandatory consumer rights that provide otherwise.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted and the remaining provisions shall remain in full force and effect.
16.2 No variation of these Terms and Conditions shall be effective unless agreed in writing by the Company.
16.3 The failure by the Company to exercise or enforce any right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision.
16.4 These Terms and Conditions, together with any quotation or written confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or agreements.
By confirming a booking with Removals Acton, the Customer acknowledges that they have read, understood and agreed to these Terms and Conditions.
