Removals Waterloo Service Terms and Conditions

These Terms and Conditions set out the basis on which Removals Waterloo provides removal, moving, packing, storage liaison, and related services. By booking or using our services, you agree to be bound by these Terms and Conditions. You should read them carefully before making a booking.

1. Definitions

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

1.1 Customer means the individual, business, or organisation that requests or uses our services.

1.2 Services means any removal, moving, packing, loading, unloading, delivery, collection, disposal of permitted waste, or related service provided by us.

1.3 Premises means any address or location where we collect, handle, or deliver goods, including access routes, communal areas, and parking spaces.

1.4 Goods means any items, furniture, personal belongings, equipment, or materials we are asked to move, handle, or transport.

1.5 Quote means the price or fee estimate we provide for the requested services, whether given in writing or verbally, and whether fixed or based on an hourly rate.

2. Scope of Services

2.1 We provide domestic and commercial removals, including packing and unpacking, loading and unloading, and local transportation of goods, with a focus on customers in Waterloo and surrounding areas.

2.2 We may also provide clearance and permitted waste removal services, subject to applicable waste regulations and any additional charges for disposal or recycling.

2.3 The precise scope of the services to be provided will be set out in the booking confirmation or agreed in writing prior to the start of the job.

3. Booking Process

3.1 Bookings may be requested via our online forms or by other communication channels as we make available. A booking is not confirmed until we have accepted it and provided confirmation of the scheduled date, time, and key details.

3.2 When requesting a quote, you must provide accurate and complete information, including:

a) Full collection and delivery addresses.

b) Details of all Premises, including floor levels, access restrictions, parking limitations, and any need for lifts or stairs.

c) An accurate inventory or description of the Goods to be moved, including bulky, heavy, or fragile items.

d) Any special handling requirements or potential hazards.

3.3 Our quote is based on the information you provide. If that information is incorrect or incomplete, we may adjust the quote, apply additional charges, or decline to continue with the service if it would be unsafe, illegal, or unreasonable.

3.4 We reserve the right to refuse any booking at our discretion, including where we are unable to safely access the Premises, where Goods are prohibited, or where providing the service would breach any law or regulation.

4. Quotes and Pricing

4.1 We may offer fixed-price quotes or quotes based on an hourly rate, with or without additional mileage, congestion charges, or parking costs.

4.2 Unless clearly stated otherwise, quotes do not include:

a) Congestion charges, tolls, parking fees, or fines incurred due to lack of adequate parking arrangements.

b) Specialist equipment hire, such as lifting equipment or additional vehicles.

c) Packing materials beyond any amount expressly included.

4.3 Any additional time, distance, or work required beyond the agreed scope may be charged at our prevailing hourly or daily rates.

4.4 All prices are stated in pounds sterling and are subject to any applicable taxes or charges as required by law.

5. Payments

5.1 We may require a deposit to secure your booking. The amount and due date of the deposit will be specified at the time of booking.

5.2 Unless otherwise agreed in writing, the balance of the payment is due immediately upon completion of the services on the day of the move or clearance.

5.3 We accept selected forms of payment as notified to you at the time of booking. You are responsible for ensuring that you have an accepted payment method available at the relevant time.

5.4 If payment is not made when due, we reserve the right to:

a) Suspend or refuse to complete the services.

b) Retain Goods until full payment is received, subject to any statutory rights.

c) Charge interest on overdue amounts at the maximum rate permitted by law, calculated on a daily basis.

5.5 Where services are provided to a business or organisation, we may issue an invoice with a specified payment term. Late payments may incur additional charges and recovery costs.

6. Cancellations and Amendments

6.1 You may cancel or amend your booking by giving us reasonable notice before the scheduled start time.

6.2 If you cancel:

a) More than 7 days before the scheduled date, we will refund any deposit paid, less any non-recoverable costs incurred on your behalf.

b) Between 7 days and 48 hours before the scheduled date, we may retain part or all of the deposit to cover our administration and lost booking time.

c) Less than 48 hours before the scheduled date, we may charge up to the full quoted price, especially where we cannot reallocate the booking slot.

6.3 If you request significant changes to the date, time, or scope of work, this may be treated as a cancellation and new booking, at our discretion.

6.4 We reserve the right to cancel or reschedule a booking due to circumstances beyond our reasonable control, including severe weather, vehicle breakdowns, or illness. In such cases, we will offer to reschedule or refund any sums paid for services not provided, but we will not be liable for any indirect or consequential losses arising from such cancellation or delay.

7. Customer Responsibilities

7.1 You are responsible for:

a) Ensuring that we have safe, lawful, and reasonable access to the Premises, including suitable parking.

b) Obtaining any parking suspensions, permits, or access permissions required for our vehicles.

c) Packing and securing Goods properly, unless you have specifically booked and paid for our packing service.

d) Removing or securing valuable, fragile, or delicate items, and informing us in advance of any special requirements.

e) Being present, or arranging for an authorised representative to be present, at the start and end of the services to provide instructions and sign-off.

7.2 You must not include in the Goods any items that are illegal, hazardous, explosive, flammable, or otherwise unsuitable for transport, including but not limited to gas cylinders, fuel, chemicals, or perishable food beyond normal household quantities.

7.3 If we discover prohibited or dangerous items, we may refuse to move them, suspend the service, or dispose of them safely at your cost, and we may report any illegal items to the appropriate authorities.

8. Our Responsibilities

8.1 We will provide the services with reasonable care and skill and in accordance with these Terms and Conditions.

8.2 We will take reasonable steps to protect Goods while they are in our care, including appropriate loading, securing, and transporting methods consistent with normal removal industry practice.

8.3 We will use reasonable efforts to adhere to agreed arrival and completion times, but all times are estimates and may be affected by traffic, access issues, or other factors outside our control.

9. Liability for Loss or Damage

9.1 Our liability for loss of or damage to Goods while in our care is limited, and you are encouraged to arrange your own separate insurance for high-value or special items.

9.2 We will not be liable for:

a) Loss or damage arising from your failure to adequately pack, protect, or label Goods, where packing was your responsibility.

b) Loss or damage to items that are inherently fragile or easily damaged, such as glass, mirrors, artworks, electronics, or items with pre-existing defects, unless caused by our gross negligence.

c) Loss of data or records from computers, devices, or storage media.

d) Indirect or consequential loss, including loss of profit, income, business, or opportunity.

9.3 If we are found liable for loss or damage to Goods, our liability will not exceed the lower of:

a) The cost of repair or replacement of the damaged or lost item, taking into account age, condition, and depreciation.

b) A reasonable per-item or per-job limit as may be notified to you before the service.

9.4 You must notify us in writing of any apparent loss or damage as soon as reasonably possible and, in any event, within 7 days of completion of the services, providing details and any available evidence. Failure to notify within this period may affect our ability to investigate and may limit any compensation.

10. Waste and Clearance Regulations

10.1 Where we provide clearance or waste removal services, we will only remove items that can be lawfully transported and disposed of under applicable waste, environmental, and transport regulations.

10.2 Certain items, including hazardous materials, confidential waste, electrical equipment, and large quantities of construction waste, may be subject to special handling rules, additional charges, or may not be accepted.

10.3 You are responsible for informing us in advance if any items for clearance may be regulated waste or require special disposal arrangements. If we discover such items on site, we may refuse to remove them or may charge additional fees where permitted.

10.4 We reserve the right to refuse removal of any items where disposal would be unsafe, unlawful, or impractical.

10.5 All waste will be taken only to authorised facilities, and we will act in compliance with relevant environmental regulation when handling and transporting waste collected from Waterloo and surrounding locations.

11. Delays and Access Issues

11.1 If we are unable to start or complete the services due to inadequate access, lack of parking, or delays caused by you or your representatives, we may charge for waiting time or additional visits at our standard rates.

11.2 We will not be liable for delays beyond our control, including traffic conditions, road closures, accidents, weather, or issues at third-party premises.

12. Complaints

12.1 If you are dissatisfied with any aspect of our services, you should raise the issue as soon as possible so that we have an opportunity to address it on the day.

12.2 Any formal complaint should be submitted in writing, providing full details of the issue, the date of the service, and any relevant evidence. We will investigate and respond within a reasonable timeframe.

13. Data Protection and Privacy

13.1 We will collect and use personal information only to the extent necessary to provide our services, manage bookings, process payments, and comply with legal obligations.

13.2 Your information will be handled in accordance with applicable data protection laws. We will not sell your personal information to third parties.

14. Variations to These Terms

14.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking.

14.2 Any variation to these Terms and Conditions must be agreed in writing by us. Verbal agreements or representations are not binding unless confirmed in writing.

15. Severability

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

16. Governing Law and Jurisdiction

16.1 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.

16.2 You and we 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.

By confirming a booking or using the services of Removals Waterloo, you acknowledge that you have read, understood, and agree to these Terms and Conditions.