Removals Richmond Service Terms and Conditions

These Terms and Conditions govern the provision of removal and associated services by Removals Richmond. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

In these Terms and Conditions, the following words and expressions have the meanings set out below:

1.1 "Company" means Removals Richmond, the provider of the removal and associated services.

1.2 "Customer" means any individual or organisation requesting or using the services of the Company.

1.3 "Services" means removal, packing, loading, unloading, storage, and any other services provided by the Company.

1.4 "Service Area" means the primary locations covered by the Company, including Richmond and surrounding districts, as determined by the Company from time to time.

1.5 "Contract" means the agreement between the Customer and the Company incorporating these Terms and Conditions.

1.6 "Goods" means all items, furniture, personal possessions, and other property moved, handled, or stored by the Company on behalf of the Customer.

2. Scope of Services

2.1 The Company provides local and regional removals, including residential and light commercial moves within and around the Richmond area, together with optional packing, unpacking, and short-term storage services where agreed in advance.

2.2 The precise scope of the Services will be set out in the quotation or confirmation issued by the Company in connection with each booking.

2.3 Any additional services requested on the day of the move are subject to availability and may incur additional charges.

3. Booking Process

3.1 All bookings must be made directly with the Company. A booking will be treated as an offer by the Customer to purchase Services in accordance with these Terms and Conditions.

3.2 The Company may provide an estimate based on information supplied by the Customer, including but not limited to the size of the property, volume of Goods, access conditions, and the addresses involved within and outside the Richmond area.

3.3 The Customer must provide accurate and complete information. The Company reserves the right to adjust the quotation or charges if the information provided is incomplete or incorrect, or if the scope of the Services changes.

3.4 A Contract is formed only when the Company confirms acceptance of the booking in writing or when the Customer expressly accepts a written quotation issued by the Company, subject in each case to any deposit or prepayment requirements being satisfied.

3.5 The Company reserves the right to refuse any booking at its discretion, including where access, parking, or property conditions render the move unsafe or impracticable.

4. Quotations and Charges

4.1 Unless otherwise stated in writing, quotations are based on the information provided by the Customer and are valid for a limited period specified by the Company.

4.2 Quotations may be subject to variation if:

(a) the move does not take place within the validity period of the quotation;

(b) the Customer amends the date, time, or scope of the Services;

(c) access at either location is significantly different from that described, including restrictions typical of properties in and around Richmond such as limited parking, narrow streets, or restricted entry times;

(d) additional Goods are included which were not originally specified; or

(e) waiting times, delays, or other circumstances outside the Company’s control occur on the day of the move.

4.3 The Company may charge additional fees for:

(a) dismantling or reassembling furniture and equipment;

(b) carrying items above the ground floor where there is no suitable lift;

(c) transporting exceptionally heavy, bulky, or fragile items; and

(d) moves undertaken in evenings, weekends, or public holidays, where agreed.

5. Payments and Deposits

5.1 The Customer must pay any deposit or advance payment required by the Company by the date specified in the quotation or booking confirmation.

5.2 Unless otherwise agreed in writing, the balance of all charges is due no later than immediately upon completion of the Services on the moving day. The Company may request full payment in advance for certain jobs.

5.3 Accepted methods of payment will be notified by the Company and may include card or bank payments. Cash payments are subject to the Company’s policy and may not be available in all cases.

5.4 If any amount remains unpaid after the due date, the Company reserves the right to:

(a) charge interest on the overdue amount at a reasonable commercial rate until payment is made in full; and

(b) suspend or withhold further services or delivery of Goods, or exercise a lien over the Goods until all outstanding sums are paid.

5.5 The Customer is responsible for all charges incurred under the Contract, even if acting on behalf of a third party.

6. Cancellations and Postponements

6.1 The Customer may cancel or postpone a booking by providing written notice to the Company.

6.2 The following cancellation charges may apply, based on the notice period before the agreed moving date:

(a) More than 7 days: any deposit may be refunded at the Company’s discretion, less any reasonable administrative costs;

(b) Between 3 and 7 days: up to 50 percent of the quoted price may be charged;

(c) Less than 3 days: up to 100 percent of the quoted price may be charged.

6.3 Postponements requested within the above timeframes may be treated as cancellations at the Company’s discretion, particularly where the Company is unlikely to be able to reallocate resources.

6.4 If the Company cancels the Services for reasons within its control, the Customer will be entitled to a refund of any amounts paid in respect of the cancelled Services. The Company will not be liable for any consequential loss, including alternative removal costs or loss resulting from changes to completion dates.

7. Customer Responsibilities

7.1 The Customer must:

(a) ensure that adequate and lawful parking is available for the Company’s vehicles at both the collection and delivery addresses. This includes arranging any necessary permits in areas where controlled parking applies;

(b) ensure that access to the property is safe, unobstructed, and suitable for the removal of Goods, including any items that are large or awkward;

(c) pack all Goods securely and appropriately where the Company has not agreed to provide packing services;

(d) remove and secure valuables, important documents, money, jewellery, and other high-value items, which the Company strongly advises should be transported personally by the Customer;

(e) ensure that all Goods to be moved are owned by the Customer or that the Customer has full authority to move them; and

(f) be present or represented at the relevant addresses at the agreed times to direct the Services and check Goods upon completion.

7.2 The Customer must not include in the Goods any items that are hazardous, explosive, illegal, perishable, or likely to cause damage, such as flammable liquids, gas cylinders, or open containers of paint or chemicals.

8. Limitations of Liability

8.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability is subject to the limitations set out in this clause.

8.2 The Company is not liable for:

(a) loss or damage arising from the inherent risk, defective condition, or fragility of the Goods, including items that are not adequately packed;

(b) loss or damage to cash, jewellery, watches, precious metals, stones, securities, or similar valuables;

(c) loss or damage occurring where the Customer or a person acting on the Customer’s behalf is involved in packing, loading, or unloading the Goods;

(d) any loss or damage caused by war, terrorism, natural disaster, extreme weather, or other events beyond the Company’s reasonable control;

(e) wear and tear, minor marks, or superficial damage to items or property that may occur despite reasonable care being taken in restricted spaces typical of some properties in the service area.

8.3 The Company’s total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable amount per job, subject to any separate written agreement or insurance cover arranged by the Customer.

8.4 The Customer is responsible for arranging any additional insurance cover they require for their Goods, including for high-value items that exceed any standard limits.

8.5 The Company is not liable for any indirect or consequential losses, including loss of profit, loss of opportunity, or additional costs arising from delays, cancellations, or failure to complete the move on a particular date.

9. Claims and Notice of Loss or Damage

9.1 The Customer must inspect the Goods and the property at the time of completion of the Services and notify the Company immediately of any visible loss or damage.

9.2 Any claim for loss or damage that is not apparent at the time of delivery must be notified to the Company in writing as soon as reasonably possible and in any event within a reasonable period after the move. The Customer must provide details and evidence to support the claim.

9.3 Failure to notify the Company within a reasonable period may affect the Company’s ability to investigate and may prejudice the Customer’s claim.

10. Waste, Disposal, and Environmental Regulations

10.1 The Company operates in accordance with applicable waste and environmental regulations. The Company is not a general waste carrier and will not remove household refuse, builder’s rubble, garden waste, or hazardous materials unless this has been expressly agreed as a separate service and is lawful and appropriately licensed.

10.2 The Customer must not present for removal any items that constitute controlled or hazardous waste, such as asbestos, chemicals, flammable substances, gas cylinders, or clinical waste.

10.3 Where the Company agrees to take away unwanted furniture or other items, the Customer confirms that such items are theirs to dispose of and that no third-party consent is required.

10.4 The Company will dispose of any items removed under an agreed clearance service in accordance with relevant waste regulations. Additional charges may apply for disposal or recycling, which will be notified in advance where reasonably practicable.

10.5 The Customer is responsible for any fines, penalties, or costs arising from the provision of false information about the nature of items presented for removal or disposal.

11. Delays and Access Issues

11.1 The Company will use reasonable efforts to carry out the Services at the agreed times, taking into account traffic, parking, and access conditions within the service area. However, times are estimates and not guaranteed.

11.2 If the Company is prevented from carrying out or completing the Services because of circumstances outside its control, including but not limited to lack of access, locked premises, or restrictions imposed by building management, the Company may:

(a) charge a waiting time fee for delays; and

(b) charge additional fees to return at another time or on another day.

11.3 The Company is not liable for any loss or costs arising from delays caused by third parties, such as solicitors, estate agents, managing agents, or other contractors.

12. Subcontracting

12.1 The Company may subcontract all or part of the Services to carefully selected third parties. The Company will remain responsible for the performance of the Services under the Contract.

12.2 These Terms and Conditions apply whether the Services are performed by the Company directly or by an authorised subcontractor.

13. Data Protection and Privacy

13.1 The Company will collect and use personal information from the Customer solely for the purposes of administering bookings, providing the Services, processing payments, and handling queries or complaints.

13.2 The Company will take reasonable steps to keep personal data secure and will not sell personal details to third parties. Information may be shared with subcontractors or insurers where necessary to perform the Services or manage claims.

14. Termination

14.1 Either party may terminate the Contract immediately if the other party commits a material breach of these Terms and Conditions and, where the breach is capable of remedy, fails to remedy it within a reasonable period after being notified.

14.2 The Company may terminate the Contract without liability if it reasonably considers that continuing the Services would be unsafe, unlawful, or materially more difficult than originally agreed, including where the Customer has misrepresented the nature or volume of the Goods, or the condition of the properties involved.

15. Governing Law and Jurisdiction

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 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.

16. General Provisions

16.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

16.2 No relaxation or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy or affect the Company’s ability to subsequently exercise that right or remedy.

16.3 The Customer may not assign or transfer any of its rights or obligations under the Contract without the prior written consent of the Company.

16.4 These Terms and Conditions, together with any written quotation or confirmation issued by the Company, constitute the entire agreement between the parties and supersede any prior agreements, understandings, or arrangements.

16.5 The Company reserves the right to update or amend these Terms and Conditions from time to time. The applicable version will be the version in force on the date the Customer’s booking is confirmed.