These Terms and Conditions set out the basis on which West Hampstead Removals provides removal and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
In these Terms and Conditions, the following expressions have the meanings set out below:
Company means West Hampstead Removals.
Customer means the person, firm or organisation who requests and agrees to receive services from the Company.
Services means household or office removals, packing, loading, transportation, unloading, storage, and any related services agreed in writing.
Goods means the items which are to be moved, handled or stored as part of the Services.
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.
The Company provides domestic and commercial removals, packing services, and related activities within the United Kingdom, including local moves in and around West Hampstead, and longer-distance relocations within the UK. The specific Services to be provided will be described in the quotation and booking confirmation.
Any additional services requested by the Customer, such as packing materials, dismantling or reassembling furniture, or additional collection or delivery points, may incur extra charges. These will be confirmed by the Company before work is carried out wherever reasonably possible.
3.1 Enquiries and quotations
The Customer may request a quotation for Services by providing accurate details of the property, access, approximate volume of Goods, and the addresses of the collection and delivery locations. Quotations may be provided following a survey or based on information supplied by the Customer.
All quotations are given in good faith based on the information provided and are valid for the period stated on the quotation. If no period is stated, the quotation will be valid for 30 days from the date of issue.
3.2 Forming the contract
No booking will be considered confirmed until the Customer has accepted the quotation in writing or in another form agreed by the Company, and the Company has issued a booking confirmation. The Contract is formed when the Company sends the booking confirmation.
The Customer is responsible for checking that all details in the quotation and booking confirmation are correct, including dates, addresses, and the description of Services. Any discrepancies must be reported to the Company as soon as possible.
3.3 Changes to the booking
If the Customer wishes to change the date, time, or scope of the Services, they must notify the Company at the earliest opportunity. The Company will make reasonable efforts to accommodate changes but cannot guarantee availability. Changes may result in revised charges which will be confirmed by the Company.
4.1 Charges
The price for the Services will be as stated in the quotation or booking confirmation. Unless expressly stated otherwise, prices are exclusive of any applicable taxes or charges imposed by law.
Prices are based on the information provided by the Customer, including volume of Goods, access conditions, parking, and the number of floors involved. If the information supplied is inaccurate or incomplete, the Company reserves the right to adjust the price to reflect the actual work required.
4.2 Payment terms
Unless otherwise agreed in writing, a deposit may be required to secure the booking. The balance of the price is payable no later than on the day of the move and before unloading is completed, or as otherwise stated in the booking confirmation.
Payment must be made by a method accepted by the Company at the time of booking or service delivery. The Customer is responsible for ensuring that cleared funds are available by the due date.
4.3 Late or non-payment
If the Customer fails to pay any sum due under the Contract when it falls due, the Company may:
a. suspend or withhold performance of the Services until payment is received; and
b. charge interest on any overdue amounts at the statutory rate permitted under UK law, accruing from the due date until the date of actual payment.
5.1 Customer cancellation
If the Customer wishes to cancel the Services, they must notify the Company as soon as possible. The following charges may apply, unless otherwise agreed in writing:
a. Cancellation more than 10 working days before the scheduled service date: no cancellation charge, and any deposit paid will be refunded.
b. Cancellation between 5 and 10 working days before the scheduled service date: a charge of up to 50 percent of the quoted price may apply.
c. Cancellation less than 5 working days before the scheduled service date, or on the day of the move: a charge of up to 100 percent of the quoted price may apply.
5.2 Customer postponement
If the Customer requests to postpone the Services, the Company will use reasonable efforts to accommodate the new date. However, the original cancellation terms may still apply if the Company is unable to reschedule without loss. Any additional costs incurred because of postponement will be chargeable.
5.3 Company cancellation
The Company reserves the right to cancel the Services if:
a. the Customer has not paid any required deposit or balance by the due date;
b. access, parking, or safety conditions make it unsafe or impracticable to perform the Services; or
c. events beyond the Company’s reasonable control prevent the Services from being carried out.
In such cases, the Company will notify the Customer as soon as practicable. Where the Company cancels without fault on the part of the Customer, any prepayments for unused Services will be refunded.
The Customer agrees to:
a. ensure that all Goods are properly packed and ready for transport unless packing services have been expressly included in the Contract;
b. arrange suitable parking and any necessary permits at the collection and delivery locations;
c. ensure that access to the property is safe, clear, and suitable for the Company’s vehicles and staff;
d. remove or secure valuables, important documents, cash, jewellery, and other high-value or irreplaceable items, which the Company recommends are carried by the Customer personally; and
e. be present or represented by an authorised person during collection and delivery to direct the placement of Goods and to check for any visible damage.
The Company will not move, handle, or store the following items unless expressly agreed in writing and subject to any special conditions:
a. hazardous, flammable, explosive, or corrosive materials;
b. live animals or plants;
c. illegal goods or items obtained unlawfully;
d. perishable goods requiring temperature control; and
e. items of exceptional value, such as fine art, antiques, or collections, unless declared in advance and accepted by the Company.
If such items are found among the Goods without the Company’s prior knowledge and consent, the Company may remove, dispose of, or return them at the Customer’s cost and without liability.
8.1 General liability
The Company will take reasonable care in handling and transporting the Goods. If the Company is at fault and loss of or damage to the Goods occurs while they are in the Company’s custody and control, the Company’s liability will be limited as set out in this section.
8.2 Limits on liability
Unless otherwise agreed in writing, the Company’s total liability for loss of or damage to the Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable market value of the relevant item or items, subject to an overall financial cap per move as stated in the quotation or booking confirmation.
The Company shall not be liable for:
a. pre-existing damage, wear and tear, or defects in the Goods;
b. loss or damage arising from inaccurate or incomplete information supplied by the Customer;
c. loss of or damage to items packed by the Customer where there is no visible external damage to the packaging; or
d. loss or damage arising from acts or omissions of the Customer or any third party.
8.3 Excluded losses
The Company will not be liable for loss of profits, loss of opportunity, loss of use, emotional distress, or any indirect or consequential loss arising out of or in connection with the Services, whether arising in contract, tort, or otherwise.
8.4 Time limit for claims
The Customer must inspect the Goods on delivery and notify the Company in writing of any visible loss or damage as soon as reasonably practicable, and in any event within 7 days of delivery. For non-delivery of Goods, the Customer must notify the Company within 7 days from the date on which the Goods should have been delivered.
Failure to notify within these time limits may affect the Company’s ability to investigate the claim and may prejudice the claim.
The Company maintains insurance appropriate for a professional removals business. Details of cover can be provided on request. The Customer is strongly advised to arrange additional insurance cover for Goods if the standard limits of liability are insufficient for their needs.
10.1 Waste handling
The Company operates in compliance with relevant UK waste and environmental regulations. The Company is not a general waste disposal service and will only remove waste materials where this has been expressly agreed and priced in advance.
10.2 Prohibited waste
The Company will not collect or dispose of:
a. hazardous or controlled waste, including chemicals, asbestos, medical waste, and similar materials;
b. fly-tipped or illegally dumped materials; or
c. any waste requiring specialist licences or treatment.
10.3 Customer obligations regarding waste
Where the Customer asks the Company to dispose of unwanted items, the Customer confirms that they have the legal right to dispose of those items and that they are not hazardous or prohibited. Any additional costs incurred in complying with waste laws or dealing with misdescribed items will be charged to the Customer.
The Customer must ensure that adequate parking is available for the Company’s vehicles at both the collection and delivery addresses, and that any necessary permits are arranged in advance.
If access is restricted, involves unusual difficulties, or is different from that described at the time of quotation, the Company may charge additional fees to cover extra time, labour, or equipment needed.
The Company is not liable for delays due to traffic, road closures, parking enforcement, or events beyond its reasonable control. In such cases, the Company will use reasonable efforts to complete the Services as soon as practicable.
The Company will not be liable for any failure or delay in performing its obligations under the Contract where such failure or delay results from events beyond its reasonable control, including but not limited to severe weather, accidents, breakdowns, strikes, civil unrest, or acts of public authorities.
Where such events occur, the Company will inform the Customer as soon as reasonably practicable and may suspend or reschedule the Services. Any additional costs reasonably incurred may be chargeable, subject to agreement with the Customer.
Either party may terminate the Contract with immediate effect by giving written notice if the other party:
a. commits a material breach of the Contract which is incapable of remedy, or which, if capable of remedy, is not remedied within a reasonable period after written notice; or
b. becomes insolvent or is unable to pay its debts as they fall due under applicable law.
Termination shall not affect any rights, remedies, obligations, or liabilities that have accrued up to the date of termination.
The Company will collect and process personal data in the course of providing the Services. Such information will be used only for legitimate business purposes, including handling enquiries, quotations, bookings, and payments, and to comply with legal obligations.
The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where required to deliver the Services or where required by law.
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.
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, including any non-contractual disputes or claims.
16.1 Entire agreement
These Terms and Conditions, together with any quotation and booking confirmation, constitute the entire agreement between the Company and the Customer and supersede any prior understandings or agreements, whether written or oral.
16.2 Variation
No variation to these Terms and Conditions shall be effective unless agreed in writing by the Company.
16.3 Severability
If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.
16.4 No waiver
Failure or delay by the Company in enforcing any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
By proceeding with a booking or using the Services of West Hampstead Removals, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.
