Removals Shepherds Bush Terms and Conditions of Service
These Terms and Conditions set out the basis on which Removals Shepherds Bush provides removal, relocation, packing, storage coordination and associated services to private and commercial customers within the United Kingdom. By making a booking, confirming a quotation, 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 set out below:
Customer means the individual, company or organisation requesting and receiving services from Removals Shepherds Bush.
We, us, our means Removals Shepherds Bush, the removal services provider.
Services means any removal, packing, loading, unloading, transport, delivery, waste handling, or related services provided by us.
Goods means the items, belongings, furniture, equipment, or materials which are to be moved, transported, stored, packed, or otherwise handled by us.
Contract means the agreement between you and us for the supply of services, incorporating these Terms and Conditions and any written quotation or confirmation issued by us.
2. Scope of Services
We provide domestic and commercial removal services, including the collection, transportation and delivery of goods, together with optional services such as packing, unpacking, dismantling and reassembly of furniture, and coordination of storage facilities.
The specific scope of services for each job will be set out in our quotation or booking confirmation. Only services explicitly described and agreed in writing form part of the contract. Any additional work requested on the day may be subject to separate charges, depending on availability of staff, vehicles and time.
3. Booking Process
3.1 Initial enquiry and quotation
You may request a quotation by providing details of your removal requirements, including collection and delivery addresses, property access, approximate volume or inventory of goods, preferred dates, and any special requirements. Quotations are based on the information supplied and may be subject to revision if that information proves to be inaccurate or incomplete.
3.2 Acceptance of quotation
A contract is formed when you accept our written quotation or booking proposal, verbally or in writing, and we confirm the booking. Quotations are normally valid for a limited period stated in the quotation. Once expired, we reserve the right to revise prices.
3.3 Confirmation of booking
Your booking will be confirmed once you have accepted the quotation and, where required, have paid any requested deposit. We will provide a confirmation outlining the date, time window where applicable, services to be provided, and any special arrangements agreed.
3.4 Changes to booking
If you need to amend your booking, such as change the date, addresses, scope of goods, or requested services, you must inform us as early as possible. Changes may affect pricing and availability. We will endeavour to accommodate amendments but cannot guarantee that desired dates or times will remain available.
4. Customer Responsibilities
You are responsible for:
Providing accurate information about the volume, nature and value of goods, and any special handling requirements.
Ensuring access to the property at both collection and delivery locations, including arranging parking permissions or permits where necessary.
Obtaining any necessary permissions, authorisations or consents from landlords, building managers, or relevant authorities.
Ensuring that goods are ready for transport at the agreed time, unless you have booked a packing service.
Securing valuables, important documents, and prohibited items, and keeping them separate from goods to be moved.
Supervising the move or appointing a representative to do so, and checking the premises at the end of the move to ensure nothing is left behind.
5. Payment Terms
5.1 Pricing
Our prices may be based on a fixed quotation, hourly rates, distance, or a combination of these. The pricing basis will be clearly stated in your quotation or booking confirmation.
5.2 Deposits
We may require a deposit to secure your booking. The amount and due date of any deposit will be stated in your quotation or confirmation. Deposits are generally non-refundable, subject to the cancellation provisions in these Terms and Conditions.
5.3 Balance payment
Unless otherwise agreed in writing, the balance of the charges is payable no later than on completion of the services on the moving day. For larger commercial moves or multi-day jobs, we may require staged payments or full payment in advance.
5.4 Late or non-payment
If payment is not received when due, we may:
Refuse to commence or continue services;
Retain possession of goods until all outstanding sums are paid in full;
Charge interest on overdue amounts at the statutory rate permitted under UK law, accruing from the due date until payment is made.
5.5 Methods of payment
We accept commonly used payment methods as advised at the time of booking. It is your responsibility to ensure that funds are available and that any payment limits are addressed in advance.
6. Cancellations and Postponements
6.1 Customer cancellations
If you need to cancel your booking, you must notify us as soon as possible. The following charges may apply:
Cancellation more than 7 days before the scheduled service date: deposit may be retained to cover administration costs;
Cancellation between 7 days and 48 hours before the service date: a percentage of the quoted price may be charged;
Cancellation less than 48 hours before the service date or on the day: up to 100 percent of the quoted price may be charged.
The exact percentages or amounts applicable will be set out in your quotation or booking confirmation. We will act fairly and reasonably when applying these charges.
6.2 Postponements
If you postpone your move, we will seek to transfer your booking to another suitable date, subject to availability. Postponement charges may apply, particularly if changes are made at short notice. Any new date will only be confirmed once we have issued a new or revised confirmation.
6.3 Cancellations by us
We may cancel or suspend the services if:
You fail to pay required sums when due;
You materially breach these Terms and Conditions;
We are affected by events beyond our reasonable control, such as extreme weather, road closures, safety concerns, or staff illness.
If we cancel due to reasons within our control and cannot offer a reasonable alternative date or solution, we will refund any pre-paid amounts for services not yet provided as full and final settlement of our liability.
7. Access, Parking and Property Conditions
You must ensure that we have safe and reasonable access to both collection and delivery addresses, including suitable parking for our vehicles in line with local regulations. Any parking restrictions, height limits, narrow access, or internal obstacles must be disclosed when requesting your quotation.
You are responsible for obtaining any necessary parking permits or arranging alternative legal parking. Any delay, additional distance, or parking penalty charges caused by insufficient arrangements may be charged as an extra cost.
8. Excluded and Restricted Items
Certain items cannot be transported or may require special arrangements. You must not include any of the following in goods to be moved without our prior written consent:
Hazardous, explosive, corrosive, flammable, or toxic substances;
Illegal goods, contraband, or items in breach of statutory regulations;
Perishable goods requiring temperature control;
Animals, plants or living organisms;
Cash, jewellery, precious metals, securities, or valuable documents.
If any such items are transported without our consent, we will not be liable for loss, damage, or consequences, and you may be responsible for any loss, damage, fines or costs arising.
9. Liability for Loss or Damage
9.1 Our duty of care
We will exercise reasonable skill and care in handling, packing, loading, transporting and unloading your goods. However, our liability is subject to the limitations and exclusions set out in this section.
9.2 Limits on liability
Unless otherwise agreed in writing or covered by specific insurance arranged through or by you, our liability for loss of or damage to goods is limited per item or per consignment, in accordance with prevailing industry standards. Full details of applicable limits are available on request and may be included in your quotation.
We will not be liable for:
Loss or damage arising from inherent defects, pre-existing damage, or natural deterioration of goods;
Loss or damage caused by your failure to adequately pack or protect items where we have not provided a packing service;
Damage to furniture or items that require disassembly or reassembly when these are not designed for repeated dismantling or moving;
Damage or loss caused by your instructions against our advice, or by your handling of goods;
Indirect or consequential loss, including loss of profits, income, or opportunity.
9.3 Claims procedure
You must inspect goods and premises as soon as reasonably possible after completion of the services. Any visible loss or damage should be reported to us on the day of the move or within a reasonable time period specified in your booking documentation. Claims must include a description of the loss or damage and reasonable supporting evidence.
Failure to notify us within the specified time may affect our ability to investigate and may limit or extinguish any liability, depending on the circumstances and applicable law.
10. Timeframes and Delays
We will use reasonable efforts to adhere to agreed dates and times. However, any times stated are estimates only and may be affected by traffic, access issues, weather conditions or other factors beyond our control.
We are not liable for delay or failure to perform caused by events outside our reasonable control, including but not limited to road incidents, police actions, severe weather, strikes, or unexpected access problems. Where possible, we will keep you informed and work with you to achieve completion as soon as reasonably practicable.
11. Waste Regulations and Disposal
11.1 Compliance with waste legislation
We operate in accordance with applicable UK waste management and environmental regulations. Where we agree to remove unwanted items, packaging materials or other waste from your property, we will do so lawfully and responsibly.
11.2 Prohibited waste
We do not accept hazardous or regulated waste unless previously agreed and subject to any specialist arrangements. This includes items such as chemicals, asbestos, medical waste, fuel, paint, solvents, or electrical items requiring special disposal schemes.
11.3 Additional charges for disposal
Any agreed removal and disposal of unwanted items or waste may incur additional charges, which will be stated in your quotation or advised in advance where possible. If further waste is identified on the day of service that was not included in the original quotation, we may either refuse to remove it or charge a supplementary fee.
12. Insurance
We maintain appropriate insurance for our operations as required by UK law and standard industry practice. This may include cover for public liability and employers liability. Limitations and exclusions may apply.
You are encouraged to ensure that your own contents or business insurance policies provide adequate cover for goods in transit and during removal activities, especially for high-value items. Additional specialist insurance may be advisable and is your responsibility to obtain unless explicitly agreed otherwise in writing.
13. Complaints and Dispute Resolution
If you are dissatisfied with any part of our service, you should raise the issue with us as soon as possible so we can attempt to resolve it promptly and fairly. We ask that formal complaints be set out clearly, including relevant dates, addresses, and any supporting information, so we can conduct an appropriate review.
We will respond to complaints within a reasonable time and aim to reach a fair resolution. If a dispute cannot be resolved informally, you may pursue your rights through the courts or any applicable alternative dispute resolution scheme, where available.
14. Data Protection and Privacy
We collect and process personal information necessary to arrange and deliver our services, such as names, addresses, and contact details. We handle such data in accordance with UK data protection law. Your information will only be used for legitimate business purposes connected with our services, or as required by law.
We do not sell your personal data to third parties. We may share information with trusted partners where necessary to perform the contract, for example storage providers or subcontracted carriers, who are also obliged to protect your data.
15. Amendments to These Terms
We may update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, or our business practices. The version that applies to your contract is the version in force on the date your booking is confirmed. A copy of the applicable version will be provided or made available to you at or before the time of booking.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any contract between you and us, are governed by and construed in accordance with the laws of England and Wales.
You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute, claim or matter arising out of or in connection with these Terms and Conditions, the services provided, or their subject matter or formation, save that we also retain the right to bring proceedings in your country of residence where necessary to enforce our rights.
17. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be severed from the remaining provisions, which will continue to be valid and enforceable to the fullest extent permitted by law.
18. Entire Agreement
These Terms and Conditions, together with our written quotation or booking confirmation, constitute the entire agreement between you and us regarding the provision of services and supersede any prior understandings, representations or agreements, whether written or oral, relating to the same subject matter.
