These Terms and Conditions set out the basis on which London Removals and Storage provides removal, delivery, packing, and storage services to you. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
In these Terms and Conditions, the following words have the meanings given:
1.1 We, us, our: London Removals and Storage, the removal and storage service provider.
1.2 You, your: The customer, being the person, firm, or company who requests our services.
1.3 Services: Any removal, delivery, packing, unpacking, loading, unloading, and storage services we agree to provide.
1.4 Goods: The items, furniture, personal belongings, and any other property which are the subject of our services.
1.5 Contract: The agreement between you and us for the supply of services, comprising these Terms and Conditions and any written quotation or confirmation provided by us.
2.1 We provide household and commercial removals, storage services, and associated services such as packing and furniture assembly within the United Kingdom, with a primary focus on the greater London area.
2.2 The specific services to be provided, together with details such as collection and delivery addresses, dates, times, and any special requirements, will be set out in our quotation or booking confirmation.
2.3 We reserve the right to refuse to transport or store any goods that we reasonably believe to be unsafe, illegal, or unsuitable for carriage or storage.
3.1 Any quotation provided by us is based on the information supplied by you, including but not limited to the volume of goods, property access, distance, and any special handling requirements.
3.2 Quotations are normally provided as fixed-price estimates. However, we reserve the right to amend the price if:
(a) the information you provided was inaccurate or incomplete;
(b) the work is materially different from that originally envisaged;
(c) there are unexpected access problems, such as restrictions on parking, loading, or property access;
(d) services are required outside our normal working hours and this was not previously agreed;
(e) there are delays beyond our reasonable control which result in additional labour or waiting time.
3.3 Unless stated otherwise, our quotations do not include customs duties, parking fees, toll charges, congestion charges, or other third-party charges, which will be payable by you where applicable.
3.4 All prices are quoted in pounds sterling and are exclusive of any applicable value added tax or similar charges, unless explicitly stated otherwise.
4.1 A booking is made when you accept our quotation or price proposal and we confirm acceptance of your booking. Confirmation may be given in writing or by electronic means.
4.2 We may request further information about your move, including property layout, parking conditions, lift access, and a full inventory of goods. You must provide accurate and complete information to enable us to plan and allocate suitable resources.
4.3 Your preferred date and time for services are subject to availability. We will use reasonable efforts to meet your requested schedule but cannot guarantee specific time slots.
4.4 We reserve the right to decline or cancel a booking at any time before services commence, in which case any amounts paid by you for those services will be refunded, except where cancellation results from your breach of these Terms and Conditions.
5.1 Unless otherwise agreed in writing, a deposit may be payable at the time of booking, with the balance due no later than the last working day before the scheduled service date.
5.2 For storage services, charges are usually payable in advance, either monthly or for such other billing period as we may agree with you.
5.3 Payment methods accepted will be detailed in our quotation or booking confirmation. You must ensure that cleared funds are received by us by the due date.
5.4 If you fail to make payment when due, we reserve the right to:
(a) suspend or cancel the services;
(b) charge interest on overdue amounts at the statutory rate, calculated daily until payment is received;
(c) retain possession of goods in our custody until all amounts due, including any storage charges and costs incurred, are paid in full.
5.5 You agree that we may exercise a lien over any goods in our possession as security for all amounts you owe us under any contract.
6.1 If you wish to cancel or postpone a booking, you must notify us as soon as possible.
6.2 We may apply the following charges for cancellations or postponements of removal services:
(a) More than 7 days before the scheduled service date: no cancellation fee, and any deposit paid may be refunded or credited at our discretion.
(b) Between 3 and 7 days before the scheduled service date: a charge of up to 50 percent of the agreed service price.
(c) Less than 3 days before the scheduled service date or on the service date itself: a charge of up to 100 percent of the agreed service price.
6.3 For ongoing storage services, you may terminate storage by giving us not less than 14 days written notice, subject to settling all outstanding charges. We do not provide refunds for part-used billing periods unless agreed otherwise.
6.4 We may cancel or postpone services due to events beyond our reasonable control, such as severe weather, road closures, accidents, or industrial action. In such cases, we will reschedule services with you where reasonably possible. Our liability for such cancellation or postponement will be limited to the refund of any amounts paid for the affected services that we are unable to perform.
7.1 You are responsible for:
(a) ensuring that all necessary permissions and access arrangements are in place at collection and delivery addresses, including any parking permits or time-restricted access;
(b) securing suitable parking for our vehicles in accordance with local regulations;
(c) ensuring that the premises are safe for our staff to work in, free from hazards, and compliant with health and safety requirements;
(d) preparing and properly packing your goods unless you have requested and we have agreed to provide packing services;
(e) ensuring that all items to be moved are ready for collection at the agreed time.
7.2 You must not ask our staff to undertake any action that is unsafe or beyond the scope of the booked services, such as structural alterations or disconnection of fixed appliances, unless we have specifically agreed in writing.
7.3 You confirm that you are the owner of the goods or are authorised by the owner to enter into a contract with us in relation to the goods.
8.1 Unless specifically agreed in writing, we do not carry, handle, or store:
(a) hazardous materials, including flammable, explosive, corrosive, or toxic substances;
(b) perishable goods or items requiring temperature-controlled storage;
(c) animals, plants, or other living organisms;
(d) cash, securities, precious metals, jewellery of high value, or irreplaceable documents;
(e) illegal items or goods obtained unlawfully.
8.2 If prohibited items are found among your goods without our prior written consent, we may remove, dispose of, or surrender such items to the relevant authorities, and you will be responsible for any associated costs or losses.
9.1 We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods is subject to the limitations set out in this section.
9.2 We will not be liable for loss or damage arising from:
(a) your failure to adequately pack or protect items where we did not provide packing services;
(b) inherent defects or vulnerabilities in goods, including wear and tear, deterioration, or faulty construction;
(c) loss or damage to fragile items such as glass, mirrors, or electronic equipment unless we have packed such items or have expressly agreed in writing to accept liability;
(d) acts or omissions of third parties, including landlords, building managers, or other contractors;
(e) circumstances beyond our reasonable control, such as natural disasters, severe weather, road incidents, or acts of public authorities.
9.3 Our total liability for loss of or damage to your goods, however caused, shall not exceed a reasonable replacement or repair cost, subject to a cap that may be specified in our quotation or booking confirmation.
9.4 We will not be liable for indirect, consequential, or purely economic loss, including loss of profits, loss of business, or loss of opportunity.
9.5 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability which cannot be limited or excluded under applicable law.
10.1 You must inspect your goods as soon as reasonably possible after completion of the services or delivery from storage.
10.2 Any visible loss or damage must be notified to us in writing within 72 hours of completion of the services. For damage or loss not immediately apparent, you must notify us in writing within 7 days of discovery and in any event within 30 days of completion of the services or removal from storage.
10.3 Your notice of claim should include a description of the loss or damage and any supporting evidence, such as photographs or receipts, where available.
10.4 We will investigate any claim and may request reasonable access to inspect the goods and premises. You must cooperate with any investigation and provide any additional information we reasonably require.
11.1 If we provide storage services, we will store your goods in a suitable facility and take reasonable care to protect them from loss or damage.
11.2 Storage charges will be payable in advance for each agreed period. If you fail to pay storage charges, we may exercise a lien over the stored goods and may, after giving you reasonable notice, sell or otherwise dispose of them to recover outstanding amounts and costs incurred.
11.3 You may not access storage areas without supervision. Access to your stored goods is by appointment only and may be subject to an access charge.
11.4 You are responsible for ensuring that goods placed into storage are suitable for the storage environment and are not perishable, hazardous, or otherwise prohibited.
12.1 We operate in compliance with applicable UK waste management and environmental regulations. We are not a general waste disposal company and will only remove unwanted items as part of an agreed removal or clearance service.
12.2 You must clearly identify any items to be disposed of prior to the commencement of services. Additional charges may apply for disposal, particularly for bulky items, electrical equipment, or items subject to special disposal rules.
12.3 We will not remove or dispose of hazardous waste, including chemicals, asbestos, clinical waste, or any material classified as dangerous under relevant legislation.
12.4 Where we agree to remove waste or unwanted items, we will use only authorised facilities and carriers, in accordance with legal requirements. You agree not to request or encourage any disposal that would breach these regulations.
13.1 You are responsible for ensuring that suitable parking and access are available at both collection and delivery addresses, in accordance with any applicable local rules or regulations.
13.2 If parking restrictions apply, you must arrange any necessary permits or authorisations in advance. Any fines or penalties arising from inadequate arrangements may be charged to you.
13.3 If access is restricted or unsuitable, and this causes delay, additional labour, or the need for smaller vehicles or additional journeys, we may charge you reasonable additional costs.
14.1 We will collect and use your personal data only as necessary to provide services, manage our relationship with you, and comply with our legal obligations.
14.2 We will take reasonable steps to keep your personal information secure and will not share it with third parties except where necessary for service provision, legal compliance, or with your consent.
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 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.
16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by us in exercising any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between you and us regarding the services and supersede any prior understandings, arrangements, or statements, whether written or oral.
16.4 We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to the relevant services.
