Removals Hackney Terms and Conditions of Service
These Terms and Conditions govern the provision of removal and related services by Removals Hackney. By booking our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following words shall have the meanings set out below:
1.1 "Company" means Removals Hackney, the provider of removal and related services.
1.2 "Customer" means any individual, business, or organisation that books or uses the services of the Company.
1.3 "Services" means any removal, packing, unpacking, loading, unloading, storage, transportation, waste removal, or related services provided by the Company.
1.4 "Goods" means the items of the Customer that are the subject of the Services.
1.5 "Premises" means any property, building, or location from or to which the Services are provided, including collection and delivery addresses.
1.6 "Contract" means the agreement between the Company and the Customer 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 household and commercial removals, packing and unpacking, loading and unloading, transportation of Goods, and related services within Hackney and other nearby areas, as well as moves to and from other locations as agreed.
2.2 The exact scope of the Services will be set out in a quotation or booking confirmation issued by the Company and agreed by the Customer.
2.3 Unless expressly stated in writing, the Services do not include disconnection or reconnection of appliances, dismantling or reassembly of complex furniture or fittings, or removal of fixtures or fittings that are fixed to the Premises.
2.4 The Company reserves the right to refuse to move any Goods that are illegal, dangerous, perishable, unsuitable for transport, or inadequately packed by the Customer, or that in the Company’s reasonable opinion may cause damage or pose a risk to persons, property, or other Goods.
3. Booking Process
3.1 Bookings may be made by the Customer through methods accepted by the Company, such as online forms or written confirmation. All bookings are subject to acceptance by the Company.
3.2 The Customer will be required to provide accurate and complete information about the Premises, access conditions, Goods to be moved, and any special requirements. This may include property type, number of rooms, approximate volume of Goods, presence of stairs or lifts, parking restrictions, and any fragile or high-value items.
3.3 The Company may provide a quotation based on information supplied by the Customer, or following an on-site or virtual survey where necessary. Quotations are usually estimates and may be subject to adjustment if the information provided is incomplete or inaccurate, or if conditions change.
3.4 A booking is only confirmed when the Customer has accepted the quotation or rate provided and the Company has issued a confirmation. The Company may require a deposit or pre-payment to secure the booking.
3.5 The Customer is responsible for checking that all details in the confirmation are correct and must notify the Company promptly of any errors or changes.
4. Prices and Payments
4.1 Prices for Services will be as set out in the Company’s quotation or confirmation. Prices may be based on hourly rates, fixed fees, or a combination, depending on the nature of the job.
4.2 Unless otherwise agreed in writing, quotations are exclusive of additional charges such as congestion charges, parking costs, tolls, ferry charges, storage fees, and costs arising from delays or waiting time beyond the Company’s control. Such additional charges may be added to the final invoice.
4.3 The Company may require a deposit or advance payment at the time of booking. Any such amount and the due date will be specified by the Company.
4.4 Unless otherwise agreed, payment of any balance is due on completion of the Services on the day of the move, and prior to unloading at the destination, or in accordance with credit terms agreed in writing for business Customers.
4.5 The Company accepts payment by methods it makes available from time to time. The Customer must ensure that funds are available and that payment can be processed without delay.
4.6 If payment is not received when due, the Company reserves the right to withhold or suspend Services, to retain Goods in its possession until payment is made, and to charge interest on overdue amounts at a reasonable commercial rate from the due date until the date of payment.
4.7 Any queries regarding invoices must be raised by the Customer in writing within seven days of the invoice date. The Customer shall remain liable to pay all undisputed amounts by the due date.
5. Cancellations and Changes
5.1 The Customer may cancel or amend a booking by providing notice to the Company. The effective date of cancellation or change is the date on which the Company receives the notification.
5.2 If the Customer cancels the Services, the Company reserves the right to charge a cancellation fee, calculated with reference to the time remaining before the scheduled service date, as follows unless otherwise specified in writing:
a) Cancellation more than seven days before the scheduled date: no cancellation fee may apply, save for non-refundable deposits or costs already incurred.
b) Cancellation between seven days and 48 hours before the scheduled date: up to 50 percent of the quoted price may be charged.
c) Cancellation less than 48 hours before the scheduled date or on the day of the move: up to 100 percent of the quoted price may be charged.
5.3 If the Customer wishes to change the date, time, or scope of the Services, the Company will use reasonable efforts to accommodate the request but cannot guarantee availability. Additional charges may apply if changes result in increased time, distance, or work.
5.4 The Company may cancel or postpone the Services if:
a) the Customer fails to provide necessary information or access;
b) payment or deposit is not received by the required date;
c) weather, road conditions, safety concerns, or other circumstances beyond the Company’s reasonable control make it unsafe or impracticable to perform the Services; or
d) there is a material change in the nature or quantity of the Goods or access conditions that was not previously disclosed.
5.5 In the event that the Company cancels the Services other than for reasons attributable to the Customer, the Customer shall be entitled to a refund of any pre-paid amounts, but the Company shall have no further liability for any consequential loss or rearrangement costs.
6. Customer Responsibilities
6.1 The Customer is responsible for:
a) Ensuring that the Goods are properly packed, secured, and labelled where the Company has not been engaged to provide packing services.
b) Ensuring that fragile items, valuables, and items requiring special handling or insurance are clearly identified and, where possible, listed in writing.
c) Arranging suitable access at all Premises, including any necessary permits for parking or loading, and notifying the Company of any parking restrictions, narrow access, or other obstacles.
d) Being present, or arranging for an authorised representative to be present, during collection and delivery, to provide instructions and sign any relevant documents or inventories.
e) Ensuring that all Goods to be moved are ready at the agreed time and that any items not to be moved are clearly segregated.
6.2 The Customer must not include in the Goods any items that are hazardous, flammable, explosive, corrosive, illegal, or otherwise unsuitable for transport, including but not limited to gas cylinders, firearms, ammunition, illegal substances, or perishable foodstuffs, unless expressly agreed in writing and in compliance with applicable regulations.
6.3 The Customer is responsible for complying with any landlord, building management, or local authority requirements relating to moves, including lift bookings, time restrictions, and any necessary permissions.
7. Company Responsibilities and Limitations
7.1 The Company will perform the Services with reasonable care and skill, using vehicles and equipment suitable for the job and personnel trained to carry out removal work.
7.2 The Company will take reasonable steps to protect floors, walls, and doorways where practicable, but cannot guarantee that no minor scuffs or marks will occur in tight access areas or where large or heavy items must be moved.
7.3 Time estimates for arrival and completion are given in good faith but are not guaranteed. The Company shall not be liable for delays caused by traffic, road closures, weather, breakdowns, or other circumstances beyond its reasonable control.
8. Liability for Loss or Damage
8.1 The Company’s liability for loss of or damage to Goods, or for damage to Premises, arising from the performance of the Services shall be limited as set out in this clause.
8.2 The Company will not be liable for loss or damage where:
a) such loss or damage arises from the Customer’s failure to pack properly, to secure items, or to prepare the Premises;
b) Goods are inherently defective, fragile, or prone to damage, including but not limited to flat-pack furniture that has been previously assembled or disassembled, or items with pre-existing wear or damage;
c) the Goods have not been inspected by the Customer or their representative at the time of completion and no issues have been reported within a reasonable period;
d) the loss or damage arises from normal wear and tear, atmospheric conditions, or changes in temperature.
8.3 The Company’s total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall be limited to the lower of:
a) the reasonable repair cost of the damaged item; or
b) the current market value of the item at the time of loss or damage.
8.4 The Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of enjoyment, or emotional distress.
8.5 The Customer is strongly advised to arrange appropriate insurance cover for their Goods in transit and during any storage, whether through their own policy or through options made available by the Company, if any.
8.6 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable, and in any event within seven days of the completion of the Services. The Customer must provide details of the loss or damage and any supporting evidence reasonably requested by the Company.
9. Waste Removal and Regulations
9.1 Where the Company agrees to remove unwanted items, rubbish, or waste as part of the Services, it will do so in accordance with applicable waste management and environmental regulations.
9.2 The Customer confirms that they are entitled to dispose of any items handed over to the Company for disposal, and that such items do not contain hazardous or controlled materials without prior written agreement and appropriate documentation.
9.3 The Company may decline to remove or dispose of any materials that it reasonably believes to be hazardous, illegal, or unsuitable for standard waste disposal.
9.4 Additional charges may apply for waste removal, bulky item disposal, entrance to recycling or waste facilities, and compliance with any special handling requirements imposed by law or local authorities.
9.5 Once items have been taken away by the Company for disposal or recycling as waste, ownership of those items passes to the Company, and the Customer shall have no further rights or claims over them.
10. Access, Parking, and Delays
10.1 The Customer is responsible for ensuring that suitable parking is available for the Company’s vehicles at both collection and delivery addresses. Any parking charges, fines, or penalties incurred due to insufficient or incorrect information provided by the Customer may be charged to the Customer.
10.2 If access at either address is restricted, involves stairs, long carries, lifts, or any other unusual feature, the Customer must inform the Company at the time of booking. Failure to do so may result in increased charges or delays.
10.3 The Company shall not be liable for delays caused by waiting for access, keys, or paperwork, or for delays caused by third parties such as landlords, building managers, estate agents, or other contractors.
10.4 Where delays result in the Services taking longer than originally estimated, the Company may charge for additional time at its applicable rates.
11. Storage
11.1 Where the Services include storage of Goods, whether in the Company’s facilities or third-party facilities, the terms of this clause shall apply in addition to the storage terms notified to the Customer.
11.2 The Customer remains responsible for insuring their Goods during storage, unless the Company has expressly agreed to arrange insurance on the Customer’s behalf.
11.3 Storage charges shall be payable in advance at the intervals specified by the Company. Failure to pay storage charges may lead to suspension of access and the application of lien and disposal rights as permitted by law.
12. Lien and Disposal of Goods
12.1 The Company shall have a lien over the Goods for all sums due under the Contract, including storage charges, and may retain possession of the Goods until all outstanding amounts have been paid in full.
12.2 If payment remains outstanding for a period of at least 90 days after it falls due, the Company may give written notice to the Customer of its intention to sell or otherwise dispose of some or all of the Goods to recover unpaid sums and associated costs.
12.3 After the expiry of the notice period, the Company may proceed with the sale or disposal and shall apply the proceeds, if any, to the outstanding amounts, remitting any surplus to the Customer where contact and payment details allow. The Company shall not be liable for any loss the Customer may suffer as a result of such sale or disposal, provided it has acted reasonably.
13. Data Protection and Privacy
13.1 The Company will collect and process personal data relating to the Customer for the purpose of providing the Services, managing the Contract, and complying with legal obligations.
13.2 Personal data may include the Customer’s name, address, contact details, and information about the Premises. The Company will handle such data in accordance with applicable data protection laws and its privacy practices.
13.3 The Customer agrees that the Company may contact them using the details provided in connection with the Services and any related customer service or feedback.
14. Complaints
14.1 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 investigated and, where appropriate, remedied.
14.2 Complaints relating to breakages, loss, or property damage should be supported by photographs, descriptions, and any other relevant evidence, and should be submitted within the time limits set out in these Terms and Conditions.
14.3 The Company will review complaints promptly and may propose appropriate remedies, which may include repair, replacement, or a reasonable financial contribution, subject to the limitations of liability contained herein.
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 their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Contract or these Terms and Conditions.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed deleted, but the validity and enforceability of the other provisions shall not be affected.
16.2 No variation of these Terms and Conditions shall be effective unless it is in writing and signed or otherwise expressly accepted by the Company.
16.3 The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company.
16.4 The failure or delay of the Company to exercise any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
16.5 These Terms and Conditions, together with any quotation or confirmation issued by the Company, constitute the entire agreement between the parties and supersede any prior understandings, representations, or agreements relating to the subject matter.
