Terms and Conditions for Removals Shepherdsbush Services

These Terms and Conditions set out the basis on which Removals Shepherdsbush provides moving, transport, loading, unloading, packing, and related relocation services to customers in the UK. By making a booking, the customer agrees to these terms, whether the service is a domestic move, office relocation, furniture transport, or a combined removals and disposal arrangement. These terms are intended to be clear, fair, and practical, and they should be read carefully before any work is confirmed. They do not affect any rights that cannot legally be excluded under UK law.

1. Definitions
In these terms, “we”, “us”, and “our” refer to the removals provider. “Customer”, “you”, and “your” refer to the person or business requesting the service. “Goods” means all items to be moved, packed, handled, stored temporarily, or disposed of as part of the service. “Booking” means the agreed date, scope, and price for the Shepherdsbush removals service. “Working day” means any day other than a Saturday, Sunday, or public holiday in England and Wales.

2. Scope of service
Our service may include a variety of relocation tasks depending on the booking: loading, transport, unloading, dismantling and reassembly of agreed items, protective wrapping, and waste collection where permitted. The exact scope is based on the information you provide before the work begins. If additional items, floors, access restrictions, or handling requirements arise on the day, we may need to revise the price, schedule, or staffing. The removal service will be carried out with reasonable care and skill, but it is your responsibility to ensure the service description is accurate and complete.

3. Booking process
A booking may be requested by phone, email, online form, or other written method accepted by us. A booking is not confirmed until we have reviewed the details, provided a quotation or estimate, and received your acceptance. We may ask for photographs, inventory lists, dimensions, parking information, access details, and any other facts needed to assess the job accurately. For larger removals in Shepherdsbush or time-sensitive moves, a survey may be required before confirmation.

When you accept the quote, you are confirming that the information supplied is true, complete, and not misleading. Any change to the inventory, collection address, delivery address, parking arrangements, or dates may affect the price and availability. If the move involves fragile, valuable, oversized, or unusually heavy items, you must tell us in advance. We reserve the right to decline items that are unsafe to move, not declared, or not suitable for the vehicle and equipment assigned.

4. Quotations and estimates
Quotes are based on the information provided at the time of enquiry and may be fixed or estimated depending on the job type. A fixed quote applies only to the agreed scope, date, access conditions, and item list. An estimate is a reasonable forecast of the likely cost, but the final charge may vary if the actual work differs from the original assumptions. Typical reasons for variation include extra items, delayed access, additional waiting time, stair carries, poor parking, long walking distances, or the need for additional labour.

Any discount, promotional price, or special arrangement will only apply if confirmed in writing. If a quotation is based on inaccurate or incomplete information, we may revise it before the move or on the day of service. If you do not agree to a necessary price adjustment, we may treat the booking as cancelled by you and charge any applicable cancellation fee or wasted attendance fee, subject to these terms and the law.

5. Payments
Unless otherwise agreed in writing, payment is due on completion of the service, before unloading is finalised or before departure, depending on the arrangement. We may require a deposit for certain bookings, especially during peak periods, for long-distance moves, or where specialist equipment is needed. Deposits are usually non-refundable except where cancellation rights or legal obligations require otherwise. We accept payment methods as advised at the time of booking, but we may refuse cash, cheque, or other methods at our discretion.

All prices are stated in pounds sterling and may be subject to VAT where applicable. If an invoice is issued, it must be paid by the stated due date. Late payments may result in interest and reasonable recovery costs being charged in accordance with the Late Payment of Commercial Debts legislation, where applicable to business customers, or other lawful recovery methods for consumer transactions. If a payment is declined or reversed, we may suspend services, retain goods only where lawful, or pursue the outstanding balance through ordinary debt recovery channels.

6. Access, parking, and site conditions
You are responsible for ensuring suitable access at both collection and delivery locations. This includes arranging parking where needed, notifying us of height restrictions, loading limits, stairs, lifts, narrow entrances, or security requirements, and securing any necessary permissions. If we are prevented from working because access is not available, we may charge waiting time, abortive travel costs, or a re-attendance fee. You must also ensure that the property is safe and reasonably prepared for the removal team to work.

7. Packing and preparation
Unless we have specifically agreed to provide packing services, you are responsible for packing loose items securely. You should empty, disconnect, and prepare appliances or other equipment as required, unless such tasks form part of the agreed service. We are not responsible for damage caused by inadequate packing, pre-existing defects, hidden weaknesses, or unstable assembly. If we pack items for you, we will do so with reasonable care, but you should still check that boxes and containers are suitable for transport. The Shepherd’s Bush removals company may refuse to move goods that are improperly packed or present a risk.

8. Prohibited and restricted items
For safety and legal reasons, certain items may not be carried. These can include, without limitation, flammable substances, explosives, hazardous chemicals, pressurised containers, illegal goods, live plants or animals, perishable goods, and items that require specialist licences or handling. If you are unsure whether an item can be moved, you must ask in advance. If prohibited items are discovered during loading, we may refuse to transport them, isolate them if safe to do so, or terminate the service where necessary. Any resulting costs may be charged to you.

Valuables, cash, jewellery, personal documents, and irreplaceable items should not be included in the load unless expressly agreed. Where possible, you should transport such items yourself. If you choose to include them, you accept the risk that applies under these terms and any limit of liability that is applicable. Similarly, pets, live creatures, and items regulated by licensing or public safety rules are outside the standard scope unless we confirm otherwise in writing.

9. Cancellations and rescheduling
If you need to cancel or change a booking, you should tell us as soon as possible. Cancellations made more than 7 working days before the scheduled service may be eligible for a refund of any deposit, less reasonable administration costs if applicable. Cancellations made within 7 working days of the service may incur a fee, and cancellations within 48 hours of the appointment may be charged in full or near-full depending on the resources already committed. This is to reflect vehicle allocation, staffing, and lost opportunity.

If you wish to reschedule, we will try to offer an alternative date subject to availability. Rescheduling is not guaranteed, particularly during busy periods. If we must cancel or postpone due to events beyond our reasonable control, such as severe weather, traffic disruption, vehicle breakdown, staff illness, or legal restrictions, we will seek to rearrange the service at the earliest practical opportunity. Our liability in such circumstances will be limited as described below and in line with applicable law.

10. Liability for loss or damage
We will exercise reasonable care and skill when carrying out the removal services. However, our liability is limited to direct loss or damage caused by our negligence or breach of contract, and only to the extent permitted by law. We are not liable for wear and tear, deterioration, hidden defects, poor packing by you, items that were not declared accurately, or damage arising from inherent fragility. We are also not responsible for loss caused by inadequate access instructions, incorrect information, or insufficient time allocated for the move.

Where we are responsible for proven damage to goods, our liability may be limited to repair, replacement, or a reasonable cash value based on the item’s age, condition, and market value at the time of loss. You must notify us of any damage or missing items as soon as reasonably possible, and in any event within 7 days of completion of the service unless the law requires a different timeframe. You should provide photographs, receipts, valuations, or other evidence to support any claim.

11. Insurance
We maintain insurance cover appropriate to the nature of our business. However, insurance is not a guarantee that every item will be compensated in full. High-value items should be declared in advance and may require additional cover or specific arrangements. If an item is particularly valuable, fragile, or irreplaceable, you should ask whether enhanced protection is available. Failure to declare such items may reduce or exclude any recovery available under our policies or these terms.

12. Waste regulations and disposal
If the service includes disposal, clearance, or removal of unwanted goods, all work must comply with UK waste regulations. We will only remove and transport waste where it is lawful to do so and where the item type is within our permitted scope. We operate in accordance with the Environmental Protection Act 1990, the Waste (England and Wales) Regulations 2011, and related duty-of-care principles. Any waste transferred must be described accurately, segregated where required, and handed to authorised facilities or licensed carriers where applicable.

You must not ask us to dispose of hazardous, clinical, asbestos-containing, chemical, or otherwise controlled waste unless we have expressly agreed and confirmed the legal method of handling. You are responsible for declaring whether items contain batteries, oils, refrigerants, or other substances that need special treatment. If waste is misdescribed, illegally deposited, or mixed with prohibited materials, we may refuse collection, end the service, or charge additional handling fees. You acknowledge that fly-tipping and unlawful disposal are criminal offences, and you must not use our services for any unlawful purpose.

13. Delays, waiting time, and force majeure
If the move is delayed because you are not ready, keys are unavailable, access is blocked, or completion requires more time than planned, we may charge waiting time or additional labour at our standard rates. We are not liable for delays caused by events outside our reasonable control, including extreme weather, road closures, accidents, civil disruption, strikes, fuel shortages, or legal restrictions. In such cases, our obligations may be suspended for the duration of the event and resumed once reasonably possible.

14. Title, ownership, and authority
You confirm that you own the goods or have authority from the owner to arrange their removal, transport, storage, or disposal. You must ensure that no item is subject to a legal restriction, security hold, finance agreement, or third-party claim that would prevent us from handling it. We are entitled to rely on your instructions as authority to proceed. If a third party later disputes the move, you agree to indemnify us for losses arising from inaccurate authority or ownership claims, to the extent permitted by law.

15. Governing law and jurisdiction
These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any part of these Terms and Conditions is found unlawful, invalid, or unenforceable, the remaining provisions will continue in force. No waiver of any right shall be effective unless made in writing, and any delay in enforcing a right will not prevent later enforcement.