These Terms and Conditions set out the basis on which we provide removal and related services within Enfield and the surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
In these Terms and Conditions, the following expressions have the meanings set out below.
Company refers to the removal company providing the services.
Customer refers to the person, firm or organisation requesting the services.
Services means any removal, packing, unpacking, handling, loading, unloading, storage, delivery, waste removal or related services provided by the Company.
Goods means all items, effects and property handled, transported or stored by the Company on behalf of the Customer.
Service Area means Enfield and such other locations as the Company may agree to cover for a particular booking.
The Company provides residential and commercial removal services, which may include packing and unpacking, loading and unloading, transportation of Goods, short-term storage, and, where requested and agreed, the collection and disposal of certain items in compliance with applicable waste regulations.
The precise scope of the Services to be provided will be confirmed in the written quotation or booking confirmation issued by the Company. The Customer is responsible for checking that this accurately reflects the requested services, addresses and dates.
3.1 Enquiries and quotations
The Customer may request a quotation by providing relevant information, including but not limited to the collection and delivery addresses, property access details, inventory of Goods, preferred dates, and any special requirements. Quotations are based on the information supplied by the Customer and on the Company’s assessment of the work required.
Unless otherwise stated, quotations are valid for a limited period from the date of issue and may be subject to change if the scope of work or circumstances differ from those originally described.
3.2 Acceptance of quotation
A booking is not confirmed until the Customer has accepted the quotation in writing or via another method specified by the Company, and any required deposit has been paid. The Company reserves the right to refuse any booking without providing a reason.
3.3 Changes to booking details
The Customer must promptly inform the Company of any changes to the requested Services, including changes to dates, addresses, access restrictions, parking arrangements, the volume or nature of Goods, or any special handling requirements. The Company may adjust the quotation and charges to reflect such changes and will confirm any revised price with the Customer.
The Customer is responsible for ensuring suitable access to the collection and delivery addresses, including making all necessary arrangements for parking. Any parking permits, suspension of parking bays or other permissions must be arranged by the Customer unless expressly agreed otherwise.
If the Company incurs parking charges, fines or penalty charges as a result of following the Customer’s instructions or due to lack of adequate arrangements, the Customer will be liable for these costs in addition to the agreed charges for the Services.
The Customer must ensure that the premises are safe for the Company’s staff, that floors are reasonably protected where required, and that any known hazards are clearly communicated. The Customer must also ensure that all Goods are ready for collection at the agreed time unless packing services have been booked.
The Customer must declare in advance any Goods requiring special handling, including fragile items, high-value items, antiques, artwork, musical instruments, appliances requiring disconnection, and any items of unusual size or weight.
The Company will not carry, and the Customer must not present for removal or storage, any of the following prohibited items: hazardous or explosive materials, flammable liquids or gases, illegal substances or items, perishable foods for extended moves, live animals or plants, or any other items that may present a risk to health, safety or property.
If such items are presented without the Company’s knowledge, the Company may remove, dispose of, or leave the items behind without liability, and the Customer shall be responsible for any related costs, losses or damages.
6.1 Pricing and estimates
Unless a fixed price has been agreed, charges will be based on the time taken, the number of staff and vehicles required, the volume and nature of Goods, access conditions, travel distance, and any additional services requested.
Any quotation is based on normal access conditions and the information provided by the Customer. Additional charges may apply where access is restricted, where there are delays beyond the Company’s control, or where the volume or nature of Goods differs from the original information.
6.2 Deposits and balance payments
The Company may require a deposit to secure a booking. The amount and due date of any deposit will be specified in the quotation or booking confirmation. The balance of the charges is usually payable before or on the day of the move, as stated in the booking confirmation.
Failure to pay any sum due by the required date may result in cancellation or suspension of the Services, and the Company may apply its cancellation or postponement charges as provided in these Terms and Conditions.
6.3 Payment methods
The Company will specify the accepted methods of payment, which may include bank transfer, card payment or other approved methods. Cash payments may be subject to additional verification or restrictions.
6.4 Late payment
If any payment becomes overdue, the Company reserves the right to charge interest on the outstanding amount and to recover any reasonable costs incurred in pursuing payment, including administration and legal costs.
7.1 Customer cancellation
If the Customer wishes to cancel or postpone a booking, they must notify the Company as soon as possible. The Company may apply cancellation charges based on the amount of notice given and the proximity to the scheduled move date.
Where cancellation occurs with short notice, the Company may charge a percentage of the agreed fee or the full amount, depending on its cancellation policy in force at the time of booking. Any such policy will be communicated to the Customer in advance or in the booking confirmation.
7.2 Company cancellation
The Company may cancel or suspend the Services if the Customer fails to comply with these Terms and Conditions, fails to make payment when due, provides misleading information, or requests services that are unsafe or unlawful. In such cases, the Company shall have no liability for any losses arising from the cancellation, but may, at its discretion, refund part of any sums already paid, less reasonable costs incurred.
7.3 Events beyond control
If the Company is unable to perform the Services due to circumstances beyond its reasonable control, such as severe weather, road closures, accidents, strikes, fuel shortages, vehicle breakdowns or other unforeseen events, the Company may reschedule the Services or cancel the booking. The Company will not be liable for any resulting loss, but will seek to minimise disruption and offer a new date where possible.
8.1 Standard of care
The Company will exercise reasonable care and skill in providing the Services and in handling the Customer’s Goods. However, the Company’s liability is subject to the limitations and exclusions set out in these Terms and Conditions.
8.2 Limits of liability
The Company’s liability for loss of or damage to Goods, whether caused by negligence, breach of contract or otherwise, shall be limited to a reasonable amount based on the cost of repair or replacement, taking into account age, condition and depreciation.
Subject to any mandatory legal provisions, the Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of revenue, loss of opportunity or emotional distress arising from delays, damage or loss of Goods.
8.3 Exclusions
The Company will not be liable for loss or damage arising from the following:
Wear and tear, gradual deterioration, or pre-existing damage to Goods.
Inadequate or improper packing by the Customer where the Company has not provided packing services.
Handling or transport of items that the Company has advised are not suitable for moving or require special preparation which has not been undertaken.
Damage to Goods where the Customer or a third party is involved in the handling, loading or unloading.
Loss or damage arising from war, terrorism, civil disturbance, acts of government, or other circumstances beyond the Company’s reasonable control.
8.4 Customer inspection and notification
The Customer should inspect the Goods and premises as soon as reasonably practicable following completion of the Services. Any loss or damage that may give rise to a claim must be notified to the Company in writing within a reasonable period from the date of the move, and in any event no later than the period set out in the Company’s current claims policy. The Customer must provide evidence and reasonable assistance to enable the Company to assess the claim.
The Company will take reasonable care to avoid damage to property and premises during the provision of the Services. However, the Company shall not be liable for cosmetic damage to floors, walls, doors or other surfaces where reasonable protective measures were used or offered and declined, or where damage results from moving large or heavy items through tight spaces.
The Customer is responsible for ensuring that floors, carpets and vulnerable surfaces are appropriately protected where required, unless otherwise agreed. If the Customer requests the movement of items in circumstances where the risk of damage is clearly increased, the Company may require a written acknowledgment of such risk.
Where the Customer requests removal and disposal of unwanted items, the Company will only remove items that can be lawfully transported and disposed of in accordance with applicable waste and environmental regulations.
The Customer confirms that they have the right to arrange disposal of such items and that the items are not subject to any restrictions or ownership disputes. The Company may refuse to remove any items that are hazardous, prohibited, or not accepted at authorised disposal facilities.
Any additional charges for waste transfer, recycling or disposal will be clearly stated or agreed before the work is carried out. The Customer remains responsible for any items left behind and for ensuring that their premises comply with local waste and recycling rules.
The Company maintains insurance appropriate for its operations, subject to policy terms, conditions, limits and exclusions. The Customer is advised to consider obtaining additional insurance coverage for particularly valuable or fragile Goods, or where the standard limits of liability may be insufficient for their needs.
The Company will provide information on its insurance cover upon request, but it is the Customer’s responsibility to assess whether further cover is necessary.
If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, resolved.
The Company will seek to handle complaints fairly and promptly. If a dispute cannot be resolved through informal discussion, either party may pursue their rights through the courts or, where available and agreed, through an alternative dispute resolution process.
The Company will use the Customer’s personal information solely for the purpose of providing the Services, administering the booking, handling payments, and complying with legal obligations. Personal information will be stored securely and retained only for as long as necessary for these purposes or as required by law.
The Customer has certain rights in relation to their personal information, as set out in applicable data protection legislation.
The Company may amend these Terms and Conditions from time to time. Any updated version will apply to future bookings and to Services not yet performed. The version in force at the time of booking will apply to that booking unless otherwise agreed in writing.
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the Services provided, shall be governed by and construed in accordance with the laws of England and Wales.
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, their subject matter or formation.
If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall remain in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
These Terms and Conditions, together with the quotation or booking confirmation and any other documents expressly incorporated, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions or understandings.
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