Hillingdon Removals Service Terms and Conditions
These Terms and Conditions set out the basis on which Hillingdon Removals provides removal and related services within the United Kingdom. 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 definitions apply:
1.1 "We", "us" and "our" means Hillingdon Removals, the company providing removal and associated services.
1.2 "You" and "your" means the customer, being the person or company who requests our services and is named on the quotation or booking confirmation.
1.3 "Services" means any removal, packing, unpacking, loading, unloading, transport, storage, or related services provided by us.
1.4 "Goods" means all items of furniture, personal belongings, equipment, and any other property which is to be moved, transported, stored, or otherwise handled by us.
1.5 "Premises" means any property or location from or to which we are required to collect, deliver, or handle Goods.
2. Scope of Services
2.1 We provide domestic and commercial removal services within the UK, including local moves within and around the Hillingdon area, and longer-distance moves across the country.
2.2 Our services may include any combination of packing, loading, transportation, unloading, unpacking, basic disassembly and reassembly of furniture, and, where agreed in writing, short-term storage.
2.3 Any additional services requested on the day of the move that are not included in the original quotation will be subject to availability and may incur additional charges.
3. Booking Process
3.1 All bookings are subject to availability and are only confirmed once you have accepted our quotation and we have issued a booking confirmation.
3.2 Quotations are generally based on the information you provide, including property access, volume of Goods, distance, and any special requirements. It is your responsibility to ensure that all information is accurate and complete.
3.3 Quotations are normally valid for a limited period as stated on the quotation. If no period is stated, the quotation is valid for 30 days from the date of issue, subject to changes in fuel costs, labour costs, and any material alterations to the details provided.
3.4 We may request a pre-move survey, either in person or via video or other remote means, to assess the volume of Goods and access conditions. If a survey is declined or incomplete, we reserve the right to revise or withdraw our quotation if the actual work differs from the information provided.
3.5 By accepting our quotation and proceeding with the booking, you confirm that you have the authority to enter into this agreement and that you are either the legal owner of the Goods or have obtained full authority from the owner to move and handle the Goods.
4. Your Responsibilities
4.1 You must ensure that:
(a) All Goods to be moved are properly identified and that no Goods are left behind or taken in error.
(b) All Goods are properly prepared for transport, including secure closing of drawers, cupboards, and containers, unless you have booked a packing service.
(c) All important documents, valuables, jewellery, money, and irreplaceable items are removed and transported by you personally, as these are excluded from our liability.
(d) Adequate and safe access is available at all collection and delivery Premises, including arrangements for parking, loading restrictions, lifts, and stairways.
(e) Any necessary permissions, permits, or authorisations required for parking or access at the Premises are obtained in advance.
4.2 You are responsible for securing and backing up any data stored on electronic devices being transported. We accept no responsibility for lost data or software.
4.3 You shall not submit for removal or storage any items that are prohibited, hazardous, illegal, or unsafe, including but not limited to explosives, flammable substances, gas cylinders, firearms, drugs, perishable goods, live animals, or plants, unless we have expressly agreed in writing and applicable regulations are complied with.
5. Price and Payment
5.1 The price for our services will be as set out in the accepted quotation, subject to any agreed variations.
5.2 Unless otherwise agreed, a deposit may be required to secure the booking. The balance of the price is normally due on or before the date of the move, and in any event before unloading is completed, unless we have agreed alternative payment terms in writing.
5.3 Payment must be made using an accepted payment method as notified by us. You are responsible for any bank or payment provider charges incurred in making payment.
5.4 If payment is not received when due, we may:
(a) Suspend or refuse to carry out the services.
(b) Charge interest on overdue sums at the statutory rate applicable to commercial debts or, where not applicable, at a reasonable commercial rate.
(c) Retain possession of Goods until full payment has been received, including any additional storage or handling charges incurred as a result of late payment.
5.5 Where the scope of work changes on the day due to inaccurate or incomplete information, or due to requirements not previously notified to us, we reserve the right to adjust the price accordingly. Any additional charges must be paid in full upon completion of the work or in accordance with any revised payment terms agreed.
6. Cancellations and Postponements
6.1 If you wish to cancel or postpone your booking, you must notify us as soon as possible.
6.2 We reserve the right to apply cancellation or postponement charges as follows, unless otherwise stated in writing:
(a) More than 7 days before the agreed move date: No cancellation fee may be charged, or a small administration fee may be applied.
(b) Between 3 and 7 days before the agreed move date: Up to 50 percent of the quoted price may be charged.
(c) Less than 3 days before the agreed move date or on the day of the move: Up to 100 percent of the quoted price may be charged.
6.3 Any deposit paid may be non-refundable or partially refundable, depending on the timing of cancellation and any specific terms communicated at the time of booking.
6.4 We may cancel or postpone the services due to circumstances beyond our reasonable control, including severe weather, road closures, mechanical breakdowns, or illness. In such cases, we will seek to agree a new date or provide a refund of any sums paid for services not performed, but we will not be liable for consequential losses arising from the delay or cancellation.
7. Access, Parking and Delays
7.1 You must ensure that adequate and legal parking is available for our vehicles at all relevant Premises. Any parking charges, fines, or penalties incurred due to insufficient arrangements or incorrect information may be charged to you.
7.2 If access to the Premises is restricted or unsafe, or if we are unable to complete the work due to circumstances outside our control, such as keys not being available, incomplete property transactions, or delays in gaining entry, we may charge waiting time or additional fees. We will inform you of any such charges as soon as reasonably possible.
7.3 We will use reasonable efforts to adhere to agreed arrival and completion times, but these are estimates only and not guaranteed. We will not be liable for delays caused by traffic, weather, accidents, or other factors beyond our reasonable control.
8. Packing and Protection of Goods
8.1 Where you have booked a packing service, we will pack Goods with reasonable care using suitable materials. However, we are not responsible for inherent defects in Goods, such as weak or damaged items that may fail during normal handling.
8.2 If you choose to pack your own Goods, it is your responsibility to ensure that all items are packed adequately for transport. We will not be liable for damage arising from poor or inadequate packing when this has been carried out by you or a third party arranged by you.
8.3 We may refuse to move any Goods that are inadequately packed, unsafe to transport, or likely to cause damage to other Goods, property, or our staff.
9. Liability and Limitations
9.1 We will take reasonable care in handling and transporting your Goods. Our liability for loss of or damage to Goods arising from our negligence or breach of contract is limited as set out in this clause.
9.2 Unless otherwise agreed in writing, our maximum liability for loss or damage to Goods shall not exceed a reasonable limit per item or per consignment, taking into account the nature of the work. You may request an increased limit or separate removals insurance at additional cost, subject to availability and acceptance.
9.3 We shall not be liable for:
(a) Loss or damage arising from war, terrorism, natural disasters, or other events beyond our reasonable control.
(b) Loss or damage to Goods that are fragile or inherently defective, such as glass, china, or items with a pre-existing fault.
(c) Loss of profits, loss of use, or any indirect or consequential loss.
(d) Loss or damage to valuables, including money, jewellery, precious metals, watches, legal documents, or collections, which should not be included in the consignment.
9.4 Any claim for loss or damage must be notified to us in writing as soon as reasonably practicable and in any event within a reasonable time after the services have been completed. You must provide evidence of loss or damage and cooperate with any reasonable investigations.
9.5 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence or for any other liability that cannot be excluded under applicable law.
10. Waste, Disposal and Environmental Regulations
10.1 We operate in accordance with applicable UK waste management and environmental regulations. We are not a general waste disposal company and cannot remove or dispose of household refuse, hazardous materials, or items that are subject to special disposal rules, unless specifically agreed and appropriately licensed.
10.2 Where we agree to remove unwanted items, these may be taken to a licensed facility or recycling centre. Additional charges may apply based on the type and volume of items to be disposed of.
10.3 You are responsible for ensuring that any items presented for removal as waste or unwanted goods are suitable for transport and do not contain hazardous or prohibited substances.
10.4 If we discover that Goods include items that breach waste or environmental regulations, we may refuse to transport them, return them to you, or arrange for their safe disposal at your cost. Any fines, penalties, or charges arising from non-compliance with waste regulations due to your actions or omissions may be passed on to you.
11. Insurance
11.1 We maintain appropriate insurance in connection with our business operations, including public liability cover. Details of our cover can be provided on request.
11.2 You are strongly advised to arrange suitable insurance for your Goods during the removal process, especially for high-value or fragile items. Standard contents insurance may not always cover removals, so you should check your policy or seek specific removals insurance if required.
12. Complaints and Disputes
12.1 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.
12.2 We will investigate complaints promptly and aim to resolve them in a fair and reasonable manner. You may be asked to provide written details and supporting evidence.
12.3 If a dispute cannot be resolved between us, you may have the right to seek further advice or pursue the matter through the courts or an appropriate alternative dispute resolution scheme, where available.
13. Privacy and Data Protection
13.1 We will collect and process personal information about you in order to provide our services, manage bookings, and comply with legal obligations.
13.2 Your personal data will be handled in accordance with applicable UK data protection laws. We will take reasonable steps to protect personal information from unauthorised access, loss, or misuse.
13.3 We may use your contact details to communicate with you about your booking and, where permitted, to provide information about our services. You may opt out of non-essential communications at any time by notifying us.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, including any non-contractual disputes or claims, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 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 provided.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remainder of the provisions will continue in full force and effect.
15.2 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that contract, unless we agree otherwise in writing.
15.3 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
15.4 These Terms and Conditions form the entire agreement between you and us in relation to the provision of our services and supersede any prior agreements, understandings, or representations, whether oral or written.
