Terms and Conditions for Waterloo Removal Services

These Terms and Conditions set out the basis on which our removal company provides removal, relocation, packing, and associated services to customers in Waterloo and the surrounding areas. By making a booking or allowing work to begin, 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:

1.1 Company means the removal service provider supplying the services.

1.2 Customer means the individual, business, or organisation requesting and accepting the services.

1.3 Services means any removal, transportation, packing, unpacking, loading, unloading, storage, or associated services provided by the Company.

1.4 Premises means the collection address, the delivery address, or any other property or location where the Services are carried out.

1.5 Goods means the items, belongings, furniture, equipment, or property to be moved or handled by the Company as part of the Services.

1.6 Quotation means the written or verbal price estimate for the Services provided by the Company to the Customer.

2. Scope of Services

2.1 The Company provides domestic and commercial removal services, including loading, transport, and unloading of Goods to and from addresses in Waterloo and other locations in the UK, together with any additional services expressly agreed.

2.2 The Services will be provided with reasonable skill and care, in accordance with applicable UK laws and recognised industry practices for removal and relocation services.

2.3 Any additional work requested on the day of the move that falls outside the original Quotation, such as extra pick-up or drop-off points, additional packing or dismantling, or extended waiting times, may incur additional charges.

3. Booking Process

3.1 Bookings may be made by the Customer in writing or verbally. A booking is only deemed confirmed when the Company has issued a confirmation of the booking and, where applicable, received any required deposit.

3.2 The Customer is responsible for providing accurate and complete information at the time of booking, including but not limited to:

a. Full collection and delivery addresses;

b. Details of access at all Premises, including floors, lifts, parking restrictions, and narrow roads;

c. Details of the type and approximate volume or list of Goods to be moved;

d. Any special handling requirements, fragile or high value items; and

e. Required dates and times for the Services.

3.3 The Quotation is based on the information provided by the Customer. If that information is incomplete or inaccurate, the Company reserves the right to amend the Quotation or charge additional fees for any extra work required.

3.4 Quotations are usually valid for a limited period as stated at the time of issue. If no period is stated, quotations will be valid for 30 days from the date of issue, after which the Company may revise the pricing.

4. Prices and Payments

4.1 The price for the Services will be set out in the Quotation or otherwise agreed with the Customer prior to the move. Prices may be calculated on a fixed-fee basis, hourly rate, or a combination of both, depending on the nature of the job.

4.2 All prices are exclusive of tolls, parking charges, congestion charges, and similar costs unless stated otherwise. Any such costs incurred in performing the Services will be payable by the Customer in addition to the quoted price.

4.3 The Company may require a deposit to secure the booking. The amount and payment deadline for the deposit will be communicated to the Customer during the booking process.

4.4 Unless otherwise agreed in writing, payment of any balance is due immediately upon completion of the Services on the moving date. The Company reserves the right not to unload Goods until payment is received where this has been agreed as a condition.

4.5 Payment methods accepted will be communicated by the Company. The Customer is responsible for ensuring that cleared funds are available when payment is due.

4.6 If payment is not made when due, the Company may charge interest on the overdue amount at the statutory rate and may take reasonable steps to recover its costs of collection.

5. Cancellations, Postponements, and Delays

5.1 The Customer may cancel or postpone the Services by giving the Company notice in advance. The following cancellation terms will normally apply unless otherwise agreed:

a. More than 7 days before the scheduled move date: no cancellation fee, and any deposit will be refunded or transferred to a new date by agreement.

b. Between 48 hours and 7 days before the scheduled move date: the Company may retain all or part of the deposit to cover administrative and scheduling costs.

c. Less than 48 hours before the scheduled move date or on the day of the move: the Company reserves the right to charge up to 100 percent of the quoted price.

5.2 Any request to postpone a booking will be subject to the Companys availability. If the Company cannot accommodate the revised date, this may be treated as a cancellation.

5.3 The Company will make reasonable efforts to arrive and complete the Services within the agreed timeframe. However, arrival and completion times are estimates only, and the Company cannot be held liable for delays caused by traffic, weather, access issues, accidents, or other circumstances beyond its reasonable control.

5.4 If the Company is delayed or prevented from completing the Services due to reasons beyond its control, including but not limited to waiting for keys, unprepared premises, or restrictions imposed by third parties, it may charge additional waiting time or rescheduling fees.

6. Customer Responsibilities

6.1 The Customer must ensure that:

a. The Premises are accessible, safe, and ready for the Services to be carried out;

b. Parking arrangements are made where necessary and any permits are obtained;

c. All Goods are properly packed, labelled, and ready for transport if packing services are not included;

d. Fragile or high value items are clearly identified to the Company before work begins;

e. All Goods requiring dismantling are disassembled unless dismantling has been explicitly included in the Services; and

f. All personal items such as cash, jewellery, important documents, and valuables are removed and carried separately by the Customer.

6.2 The Customer or an authorised representative must be present at all relevant times during the loading and unloading of Goods, to provide access, directions, and confirmation of the work carried out.

6.3 The Customer must not ask the Company to transport or handle any goods that are hazardous, illegal, explosive, flammable, or otherwise prohibited under UK law or unsuitable for carriage.

7. Excluded Goods

7.1 Unless expressly agreed in writing, the Company does not accept liability for the carriage of any of the following items:

a. Money, securities, jewellery, precious metals, and stones;

b. Important documents, deeds, and passports;

c. Livestock, plants, or perishable items;

d. Hazardous materials, including but not limited to gas cylinders, fuel, chemicals, paint, aerosols, and weapons;

e. Items requiring specialist handling or licensing.

7.2 If such items are included without the Companys knowledge, the Company shall have no liability for any loss, damage, or delay relating to them, and the Customer will be responsible for any resulting costs or claims.

8. Liability for Loss or Damage

8.1 The Company will take reasonable care of the Customers Goods while they are in its custody and control. Liability for loss of or damage to Goods will be limited as set out in this clause.

8.2 The Companys total liability for loss or damage to Goods resulting from its negligence or breach of contract shall be limited to a reasonable amount, having regard to the value of the Goods and the fees paid for the Services. The Customer is encouraged to maintain adequate insurance coverage for their belongings.

8.3 The Company will not be liable for any loss or damage arising from:

a. Normal wear and tear, scratching, or minor surface damage resulting from handling;

b. Inherent defects, flaws, or pre-existing damage in the Goods;

c. The Customers failure to adequately pack or protect Goods where packing is not included in the Services;

d. Handling Goods against the Companys advice;

e. Unforeseen weather conditions or events outside the Companys reasonable control.

8.4 The Company will not be responsible for any indirect or consequential loss, including but not limited to loss of profits, loss of use, or loss of opportunity.

8.5 Any claim for loss or damage must be notified to the Company in writing within a reasonable period, typically no later than seven days from the date of completion of the Services, providing sufficient detail for the Company to investigate.

9. Access, Property, and Damage to Premises

9.1 The Customer is responsible for ensuring that the Premises allow reasonable access for the carrying out of the Services, including safe access for vehicles, equipment, and personnel.

9.2 The Company will take reasonable steps to avoid damage to the Premises during the course of the Services. However, the Customer should protect floors, walls, and fixtures where necessary.

9.3 The Companys liability for damage to Premises resulting from its negligence will be limited to the reasonable cost of repair or cleaning, subject to appropriate evidence of the damage.

9.4 The Company is not liable for damage caused by moving Goods through narrow or awkward spaces, or where the Customer has requested that Goods be moved in a way that increases the risk of damage.

10. Waste, Disposal, and Environmental Regulations

10.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste disposal contractor and will only remove items for disposal where this has been specifically agreed as part of the Services.

10.2 The Customer must not present for removal any items that constitute controlled, hazardous, or regulated waste unless this has been agreed in advance and appropriate arrangements and charges have been confirmed.

10.3 Any disposal services will be carried out in compliance with relevant standards and regulations. The Customer is responsible for any fees or charges associated with lawful disposal of unwanted items.

10.4 The Company reserves the right to refuse to handle or dispose of any items that, in its reasonable opinion, may breach waste regulations, pose a health and safety risk, or be illegal to transport or dispose of.

11. Insurance

11.1 The Company will maintain appropriate insurance cover in connection with the operation of its removal services, as required by applicable law and standard industry practice.

11.2 The existence of such insurance does not increase or otherwise affect the limitations of liability set out in these Terms and Conditions.

11.3 The Customer is strongly advised to arrange adequate insurance cover for their Goods during the move, particularly for high value or delicate items.

12. Complaints

12.1 If the Customer has any concerns or complaints about the Services, they should raise them as soon as possible, either during the move or promptly after completion.

12.2 The Company will endeavour to investigate and respond to complaints in a fair and timely manner and, where appropriate, propose a resolution.

13. Data Protection and Privacy

13.1 The Company will process personal data provided by the Customer in accordance with applicable UK data protection laws.

13.2 Personal information will be used only as necessary to provide the Services, administer bookings and accounts, meet legal obligations, and, where consent is given, provide information about related services.

14. Force Majeure

14.1 The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is due to events beyond its reasonable control. These may include, but are not limited to, severe weather, road closures, accidents, public disturbances, strikes, or acts of government.

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 provided, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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 their subject matter.

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, illegal, or unenforceable, that provision will be severed, and the remaining provisions shall continue in full force and effect.

16.2 No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.

16.3 The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking.