West London Removals Terms and Conditions

These Terms and Conditions set out the basis on which West London Removals provides removal, relocation, packing, storage coordination and associated services to customers. By requesting or accepting a quotation, placing a booking or allowing our team to commence work, you agree to be bound by these Terms and Conditions.

1. Definitions

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

Company means West London Removals.

Customer means the person, firm or organisation requesting the services of the Company.

Services means removal, packing, loading, transportation, unloading, unpacking, and any related services agreed in writing.

Goods means all items, furniture, personal effects and other property in respect of which the Services are to be provided.

Premises means any address where the Services are to be provided, including collection and delivery locations.

Contract means the agreement between the Company and the Customer comprising the quotation and these Terms and Conditions.

2. Service Area

The Company provides services primarily in and around West London and the wider London area, with national and, by agreement, international moves also available. Any reference to service coverage in quotations or communications is subject to accessibility, travel time, parking availability and any applicable local regulations or restrictions.

3. Quotations

3.1 All quotations are provided based on the information supplied by the Customer, including but not limited to property size, inventory of items, access details, distance between locations and any special handling requirements.

3.2 Quotations are normally given as fixed prices for the described work. Where a quotation is based on hourly rates, this will be clearly indicated, and charges will be calculated from the agreed start time until completion of the Services.

3.3 Quotations are valid for a limited period as specified in the quotation. If no period is stated, the quotation is valid for 30 days from the date of issue, subject to availability and any changes in costs outside the Company’s control.

3.4 The Company reserves the right to amend or withdraw a quotation if:

a. The Customer’s requirements change, including changes to dates, addresses or inventory.

b. Access at any Premises is materially different from that described, such as additional flights of stairs, restricted parking, or long carry distances.

c. Additional services are requested on the day of the move.

d. There is any error or omission in the quotation.

4. Booking Process

4.1 A booking is only confirmed when the Customer has accepted the quotation in the manner requested by the Company and paid any required deposit or prepayment.

4.2 Provisional bookings are not guaranteed and may be released without notice if another confirmed booking is taken for the same date.

4.3 The Customer is responsible for ensuring that all details in the booking confirmation are accurate, including dates, addresses, contact information and any specific instructions. Any discrepancies must be notified to the Company as soon as possible.

4.4 The Customer must ensure that suitable arrangements are in place for access and parking for the Company’s vehicles at all Premises. Any fines, penalty charges or additional costs arising from inadequate arrangements may be charged to the Customer.

5. Customer Responsibilities

5.1 The Customer must ensure that:

a. All Goods are properly packed, labelled and ready for removal unless the Company has agreed to provide packing services.

b. All fragile or high-value items are clearly identified and, where appropriate, separately listed.

c. All Goods to be moved are owned by the Customer or the Customer has full authority from the owner to move them.

d. All appliances are disconnected, defrosted and drained, and all fixtures and fittings are removed prior to the commencement of the Services, unless otherwise agreed.

e. Any necessary permissions, permits or authorisations for parking, loading or access have been obtained in advance.

5.2 The Customer must not include in the Goods any items that are hazardous, illegal, explosive, corrosive, flammable, perishable or otherwise unsuitable for transport. The Company may refuse to move any such items.

6. Payments

6.1 Unless otherwise agreed in writing, payment terms are as follows:

a. A deposit or full prepayment may be required to confirm the booking.

b. Any balance is payable on or before the completion of the Services on the moving day.

6.2 The Company accepts payment by methods specified in the quotation or booking confirmation. Cash payments, where accepted, may be subject to verification and must be made in full before unloading at the delivery address.

6.3 If payment is not made in accordance with the agreed terms, the Company reserves the right to:

a. Suspend or withhold delivery of Goods until full payment is received.

b. Charge interest on overdue amounts at the statutory rate applicable in England and Wales from the due date until payment is made in full.

6.4 All prices are quoted inclusive or exclusive of VAT as specified in the quotation. If VAT becomes chargeable at any point, the Customer shall be liable for such tax in addition to the quoted price.

7. Cancellations and Amendments

7.1 If the Customer wishes to cancel or postpone the Services, notice must be given in writing where possible. The following charges may apply:

a. More than 10 working days before the scheduled move date: no cancellation fee, and any deposit may be refunded or transferred at the Company’s discretion.

b. Between 5 and 10 working days before the move date: up to 50 percent of the quoted price may be charged.

c. Less than 5 working days before the move date or on the day itself: up to 100 percent of the quoted price may be charged.

7.2 If the Customer requests a change of date, time or scope of work, the Company will use reasonable efforts to accommodate the request but cannot guarantee availability. Any additional costs arising from such changes may be charged to the Customer.

7.3 The Company may cancel or suspend the Services if:

a. The Customer fails to make any payment when due.

b. The Customer is in material breach of these Terms and Conditions.

c. The Company is prevented from carrying out the Services by circumstances beyond its reasonable control, including but not limited to severe weather, accidents, road closures, strikes or civil disturbances. In such cases, the Company’s liability will be limited to the return of any payments for Services not carried out, less reasonable costs already incurred.

8. Performance of the Services

8.1 The Company will use reasonable care and skill in providing the Services and will take reasonable steps to ensure that Goods are transported safely and efficiently.

8.2 Any times for arrival or completion given by the Company are estimates only and are not guaranteed. Delays may occur due to traffic, access issues or other factors beyond the Company’s control. The Company shall not be liable for any loss or inconvenience arising from such delays, except to the extent required by law.

8.3 The Company may at its discretion choose the route and method of transport, and may sub-contract all or part of the Services to carefully selected third parties. The Company will remain responsible for the performance of any sub-contracted work under the Contract.

9. Exclusions and Special Items

9.1 The Company does not undertake to move:

a. Live animals or plants, unless otherwise agreed in writing.

b. Jewellery, watches, precious metals, securities, cash or collections of high value, unless specifically declared and agreed.

c. Any items considered unsafe, illegal or in breach of transport regulations.

9.2 If such items are moved without the Company’s knowledge, the Company shall have no liability for loss or damage to them.

10. Waste and Disposal Regulations

10.1 The Company operates in accordance with relevant UK waste and environmental regulations. Any service involving disposal, clearance or removal of unwanted items will be carried out in compliance with applicable laws.

10.2 The Customer must not request the Company to dispose of items that are classified as hazardous, controlled or restricted waste, including but not limited to chemicals, liquids, asbestos, gas cylinders, medical waste or certain electrical equipment, unless this has been expressly agreed and lawful arrangements are in place.

10.3 Where the Company agrees to remove waste or unwanted items, the Customer confirms that they have the right to dispose of such items and that no third-party rights are being infringed.

10.4 Any charges relating to waste transfer, recycling, tipping fees or special disposal arrangements will be notified to the Customer and may be charged in addition to the standard removal fees.

11. Liability for Loss or Damage

11.1 The Company will take reasonable care of the Goods and the Customer’s property. However, the Company’s liability for loss or damage is subject to the limitations set out in this section.

11.2 The Company’s liability for loss of or damage to Goods arising from its negligence or breach of contract shall not exceed a reasonable replacement or repair cost, subject to any overall limit stated in the quotation or insurance documentation.

11.3 The Company shall not be liable for:

a. Loss or damage arising from inherent defects, natural deterioration or faulty construction of any Goods.

b. Damage to items packed by the Customer where inadequate or unsuitable packing has been used.

c. Loss of or damage to items that are not adequately described, labelled or declared.

d. Any indirect or consequential loss, such as loss of profits, loss of opportunity, loss of enjoyment or loss of use.

11.4 The Company will not be liable for loss or damage resulting from circumstances beyond its reasonable control, including but not limited to acts of God, extreme weather, war, terrorism, strike, lock-out, public disorder, road closures or accidents not caused by the Company.

11.5 The Company’s liability for damage to the Customer’s property, including buildings, fixtures and fittings, will be limited to damage caused by proven negligence of the Company. The Customer must take reasonable steps to protect property, such as covering floors, removing vulnerable items and ensuring adequate access.

12. Claims and Notice of Loss

12.1 The Customer must inspect the Goods and Premises as soon as reasonably practicable after completion of the Services.

12.2 Any visible loss or damage must be reported to the Company as soon as reasonably possible, and in any event within 7 days of completion of the Services, providing reasonable details and evidence of the alleged loss or damage.

12.3 Failure to notify the Company of loss or damage within the specified time may prejudice the Company’s ability to investigate the claim and may affect any compensation, except where the law provides otherwise.

13. Insurance

13.1 The Company maintains insurance appropriate to its business. Details of cover and any applicable limits or exclusions may be provided on request.

13.2 The Customer is encouraged to maintain their own insurance cover for Goods being moved or stored, particularly for high-value items or where additional protection is desired beyond the Company’s standard liability.

14. Privacy and Data Protection

14.1 The Company will collect and process personal data in order to provide the Services, manage bookings, process payments and comply with legal obligations.

14.2 Personal data will be handled in accordance with applicable data protection laws in the United Kingdom. The Company will take reasonable steps to keep personal data secure and to use it only for legitimate business purposes.

15. Complaints

15.1 If the Customer has any concerns or complaints about the Services, they should contact the Company as soon as possible, providing full details of the issue.

15.2 The Company will endeavour to resolve complaints promptly and fairly. Where appropriate, the Company may request further information or evidence to investigate the matter.

16. Variation of Terms

16.1 The Company may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Contract, unless a later version is expressly agreed in writing.

16.2 Any variation to these Terms and Conditions requested by the Customer must be agreed in writing by an authorised representative of the Company.

17. Severability

17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, or, if such modification is not possible, deemed deleted.

17.2 Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.

18. Governing Law and Jurisdiction

18.1 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.

18.2 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 provided by the Company.

By confirming a booking with West London Removals or by allowing the Services to commence, the Customer acknowledges that they have read, understood and agreed to these Terms and Conditions.