Hammersmith Removals Terms and Conditions of Service

These Terms and Conditions set out the basis on which Hammersmith Removals provides removal, packing, storage, and associated services to domestic and commercial customers. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

1.1 Customer means the person, firm or company who requests or receives services from Hammersmith Removals.

1.2 We, us, our means Hammersmith Removals.

1.3 Services means removal, packing, unpacking, loading, unloading, transportation, storage, and any other services we agree to provide.

1.4 Goods means all personal effects, furniture, equipment, and other items in respect of which we provide the services.

1.5 Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions.

1.6 Service area means the areas in which we regularly operate and provide services, which primarily include but are not limited to Hammersmith and surrounding London locations.

2. Quotations and Survey

2.1 Any quotation provided by us is based on the information supplied by you, including the volume and nature of goods, access conditions, addresses, dates, and any special requirements.

2.2 Quotations may be provided following a survey of the premises in person or via remote assessment methods. You must ensure that the information supplied is accurate, complete and not misleading.

2.3 Unless otherwise stated in writing, quotations are valid for 30 days from the date of issue and are subject to availability of resources on the requested date.

2.4 We reserve the right to amend or withdraw a quotation if:

a. You request changes to the services or dates.

b. Additional services are required which were not originally specified.

c. Access conditions, parking arrangements, or the volume or type of goods differ materially from those previously advised.

2.5 Unless otherwise expressly stated, our quotation does not include customs duties, parking charges, congestion charges, tolls, or other third-party fees, which will be payable by you in addition to the quoted price.

3. Booking Process

3.1 A booking is only confirmed when you have accepted our quotation, agreed to these Terms and Conditions, and paid any required deposit or prepayment as notified to you.

3.2 Provisional dates are not guaranteed until we issue a booking confirmation. We reserve the right to accept other work if a deposit or written acceptance is not received within the specified time.

3.3 At the time of booking, you must provide full and accurate details of:

a. Collection and delivery addresses.

b. Dates and preferred time windows.

c. Parking and access restrictions at both ends, including floors, lifts, and any internal or external obstacles.

d. Any items requiring special handling such as pianos, safes, antiques, fragile items, or items of high value.

3.4 We may request proof of identity or authority to enter premises or move goods. If you are not the legal owner of the goods, you warrant that you have full authority of the owner to enter into the contract and that the owner is aware of and agrees to these Terms and Conditions.

4. Payments and Charges

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

a. A deposit may be required at the time of booking.

b. The balance is payable on or before the day of the move, prior to unloading, or in accordance with any invoice terms agreed in advance for commercial customers.

4.2 We reserve the right to refuse to start or continue services if payment has not been made in accordance with these Terms and Conditions.

4.3 Time-based work will be charged according to the hourly rate specified in the quotation, subject to any minimum charges or call-out fees. Fixed-price work will be charged according to the agreed quotation, subject to variations under clause 2.

4.4 Additional charges may apply for:

a. Waiting time caused by delays outside our control, including but not limited to key collection, access issues, or third-party delays.

b. Additional distance, flights of stairs, or manual handling due to lack of suitable lift access.

c. Late changes to the booking date or scope of services.

4.5 All charges are quoted exclusive of VAT unless expressly stated otherwise. Where applicable, VAT will be added at the prevailing rate.

5. Cancellations and Postponements

5.1 You may cancel or postpone your booking by giving us written or verbal notice, subject to the following charges unless otherwise agreed:

a. More than 7 days before the scheduled date: no cancellation charge, and any deposit may be refunded or transferred at our discretion.

b. Between 3 and 7 days before the scheduled date: up to 50 percent of the quoted price may be charged.

c. Less than 3 days before the scheduled date, including same-day cancellation: up to 100 percent of the quoted price may be charged.

5.2 If we are unable to perform the services on the agreed date due to circumstances beyond our reasonable control, including but not limited to severe weather, road closures, vehicle breakdowns, or significant staff illness, we will seek to rearrange the services at the earliest suitable date. Our liability will be limited in accordance with clause 10.

5.3 We reserve the right to cancel the contract or suspend services immediately if you are in material breach of these Terms and Conditions, including but not limited to non-payment, unsafe working conditions, or abusive behaviour towards our staff.

6. Customer Responsibilities

6.1 You are responsible for:

a. Ensuring that all goods are properly packed, prepared, and labelled unless you have booked a packing service.

b. Removing and disconnecting any fixtures, fittings, or appliances unless agreed otherwise, including disconnection of electrical, gas or plumbing items by appropriately qualified persons.

c. Arranging suitable parking and access at collection and delivery addresses and bearing any associated costs.

d. Ensuring that the premises are safe for our staff to work in, including clear walkways and appropriate lighting.

6.2 You must not include in the goods any items that are illegal, dangerous, explosive, corrosive, perishable, or otherwise unsuitable for transport, including but not limited to gas cylinders, flammable liquids, firearms, and controlled substances.

6.3 If you breach clause 6.2, you will be responsible for all loss, damage, or injury arising as a result, and we may immediately terminate the contract and arrange for such items to be removed or reported to the relevant authorities.

7. Packing, Handling and Access

7.1 Where we have agreed to provide packing services, we will use reasonable care and appropriate materials to pack goods for transport. This does not remove your responsibility to inform us of any particularly fragile or high-value items.

7.2 We may refuse to move any item that we reasonably consider to present a health and safety risk, is inadequately packed, or may cause damage to the premises, vehicle, or other goods.

7.3 You must ensure that adequate access is available to both collection and delivery points, including doors, stairs, lifts, and corridors. If access is limited, we may need to use additional resources or time, which may incur additional charges.

7.4 Unless expressly agreed in writing, our services do not include the removal of windows, doors, or structural alterations to the building. Any such works must be arranged by you at your own risk and expense.

8. Storage Services

8.1 Where storage is provided, your goods will be stored in suitable facilities or containers selected by us. We may use third-party storage providers at our discretion.

8.2 Storage charges are payable in advance and will continue to accrue until all goods have been removed from storage and all charges have been settled.

8.3 If storage charges remain unpaid beyond the due date, we reserve the right to retain possession of the goods and, after reasonable notice, sell or dispose of some or all of them to recover unpaid charges and associated costs. Any surplus will be held for you after deduction of our reasonable expenses.

9. Waste Regulations and Disposal of Items

9.1 We operate in accordance with applicable UK waste regulations and duty of care obligations. We are not a general waste carrier and only remove waste or unwanted items where this has been agreed in advance as part of the services.

9.2 You must clearly identify which items are to be moved to the new address, which are to be placed into storage, and which are to be disposed of. We will not be liable for any items disposed of that were incorrectly identified by you or your representatives.

9.3 Certain items may not be accepted for disposal due to legal or environmental restrictions. This may include electrical items, hazardous waste, or large quantities of building rubble. We will advise you where we are unable to remove specific items, and you will be responsible for arranging lawful disposal.

9.4 Any charges for disposal, recycling fees, or waste transfer costs that are not included in the quotation will be payable by you in addition to our standard service charges.

10. Liability for Loss and Damage

10.1 We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods, premises, or property is limited as set out in this clause.

10.2 We will not be liable for:

a. Any loss or damage arising from your failure to adequately pack goods where we have not provided the packing service.

b. Pre-existing damage, defects, or weakness to goods or property that may be aggravated by normal removal or transport.

c. Loss of or damage to items of fragile or delicate nature, including glass, china, artwork, or electronics, unless we have packed them or have been specifically notified in writing before the move.

d. Loss arising from wear and tear, atmospheric conditions, or gradual deterioration.

10.3 Our total liability for loss of or damage to goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable replacement value of the affected items, subject to an overall cap as notified in our quotation or accompanying documentation.

10.4 We will not be liable for any indirect, consequential, or economic loss, including but not limited to loss of profit, loss of use, loss of enjoyment, or loss of opportunity.

10.5 You must inspect the goods and premises as soon as reasonably practicable after completion of the services. Any claims for loss or damage must be notified to us in writing within a reasonable period, and in any event no later than 7 days after the date of the move or delivery, unless you can demonstrate that it was not reasonably possible to discover the damage sooner.

11. Insurance

11.1 We maintain appropriate insurance cover for our services in line with industry practice. Details of cover, limits, and exclusions are available on request.

11.2 It is your responsibility to ensure that your goods are adequately insured for their full replacement value during transit and storage. You may rely on your own household, business, or specialist insurance policies, or arrange additional cover at your own cost.

12. Delays and Events Beyond Our Control

12.1 We will use reasonable efforts to meet agreed dates and times, but these are estimates and may be affected by traffic, weather, access issues, or other circumstances beyond our reasonable control.

12.2 We will not be liable for delay or failure to perform the services to the extent caused by events beyond our reasonable control. In such circumstances, we will seek to minimise disruption and rearrange the services where possible.

13. Complaints and Dispute Resolution

13.1 If you are dissatisfied with any aspect of our services, you should raise the issue with us as soon as possible so that we have an opportunity to put matters right.

13.2 We will investigate complaints promptly and seek to resolve them fairly. You agree to cooperate with any reasonable requests for information or evidence in connection with a complaint.

14. Data Protection and Privacy

14.1 We will collect and use personal data about you in order to provide our services, manage bookings, and comply with our legal obligations.

14.2 We will handle your personal data in accordance with applicable UK data protection laws and our privacy practices, which may be made available separately.

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 You and we 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, including any non-contractual disputes or claims.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be severed, and the remaining provisions shall continue in full force and effect.

16.2 No variation to these Terms and Conditions shall be effective unless agreed in writing by an authorised representative of Hammersmith Removals.

16.3 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

16.4 These Terms and Conditions, together with any quotation or booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior understandings or agreements.