Hampstead Removals Terms and Conditions of Service
These Terms and Conditions set out the basis on which Hampstead Removals provides removal and related services. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. They apply to all services supplied to private and business customers unless otherwise agreed in writing.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company who requests or receives the services of Hampstead Removals.
We, us, our means Hampstead Removals.
Services means removal, packing, unpacking, loading, unloading, transportation, storage and any other services that we agree to provide.
Goods means any items, furniture, personal possessions, equipment or other property in respect of which we provide the Services.
Contract means the agreement between you and us for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by us.
2. Quotations and Service Area
2.1 Any quotation we provide is based on the information you supply at the time of enquiry, including service dates, access details, property layout, volume of Goods and any special requirements. Quotations are not binding if the information provided is inaccurate or incomplete.
2.2 Unless otherwise stated in writing, quotations are valid for 30 days from the date of issue and are subject to availability of vehicles, staff and equipment at the time you confirm the booking.
2.3 Our principal service area covers Hampstead and surrounding districts, as well as local, regional and national moves. Additional charges may apply for locations beyond our usual operational area, extended travel times, congestion or restricted access zones.
2.4 Our quotation may be revised or additional charges may apply if:
a there are changes to the move date, addresses, access arrangements or the volume or nature of Goods;
b we have to provide additional services not originally agreed, such as extra packing, dismantling or reassembly;
c delays occur outside our reasonable control, leading to waiting time or extended labour requirements.
3. Booking Process
3.1 A Contract is formed when you accept our quotation and we confirm your booking in writing or by issuing a booking confirmation. Provisional or verbal bookings are not guaranteed until we confirm acceptance.
3.2 We may require a deposit to secure the booking. The amount and deadline for payment of any deposit will be communicated at the time of quoting or booking.
3.3 It is your responsibility to check all details in the quotation and booking confirmation, including dates, addresses, access issues and scope of work. Any errors or discrepancies must be notified to us as soon as possible.
3.4 We reserve the right to refuse or cancel a booking where we reasonably consider that the work would be unsafe, unlawful or not feasible with the resources available.
4. Customer Responsibilities
4.1 You must ensure that:
a there is adequate and safe access to the property at both the collection and delivery addresses, including parking arrangements for our vehicles;
b any required parking permits, dispensations or authorisations are obtained in advance or that suitable on-street parking is available;
c the premises are prepared for the Services, with Goods ready to move unless we have agreed to provide packing services;
d all Goods are properly packed and protected where you are responsible for packing;
e all Goods are made available at the agreed time and no items are left behind unless specifically agreed.
4.2 You must not ask our staff to undertake any work that is not covered by the Contract or that may cause damage to property, vehicles or Goods or pose a risk to health and safety.
4.3 You are responsible for ensuring that any Goods transported comply with all applicable laws and regulations and do not include prohibited or restricted items as set out in these Terms and Conditions.
5. Items We Cannot Carry
5.1 Unless agreed in writing in advance, we will not transport:
a hazardous, toxic, explosive, flammable or corrosive materials, including gas cylinders, paints, solvents and fuel;
b firearms, ammunition or other weapons;
c cash, jewellery, watches, precious metals or stones, or items of exceptional value;
d perishable or refrigerated goods, plants or animals;
e waste, rubbish, asbestos or any material requiring specialist handling or disposal.
5.2 If such items are included without our knowledge, we shall not be liable for any loss, damage or consequence arising from their presence, and you may be responsible for any resulting costs, damage or legal issues.
6. Payments and Charges
6.1 Unless otherwise agreed, payment terms are as follows:
a any agreed deposit must be paid at the time of booking or by the specified due date;
b the balance of the quoted price is due on or before the day of the move, and in any case before unloading at the delivery address;
c for hourly rate or time based services, the final charge will be calculated at the end of the job and is payable immediately.
6.2 We accept payment by the methods notified to you during the booking process. We do not accept payment by cash or cheque where we have advised in advance that a different method is required.
6.3 Where payment is not received when due, we reserve the right to:
a suspend or refuse to commence or continue Services;
b retain Goods in our possession until full payment is received;
c charge interest on overdue sums at the statutory rate from the due date until payment is made in full.
6.4 All prices are quoted exclusive of any taxes, charges, tolls, parking fees or congestion charges unless stated otherwise. Any such costs incurred in the course of the move may be added to the final invoice.
7. Cancellations and Postponements
7.1 If you need to cancel or postpone your booking, you must notify us as soon as possible. Cancellation charges may apply depending on the notice given.
7.2 Unless otherwise agreed in writing, our standard cancellation charges are:
a more than 10 working days before the move date no cancellation fee is payable and any deposit may be refunded or credited;
b between 5 and 10 working days before the move date up to 50 percent of the quoted price may be charged;
c fewer than 5 working days before the move date up to 75 percent of the quoted price may be charged;
d on the move date or if you fail to provide access or are not ready for us to commence work 100 percent of the quoted price may be charged.
7.3 Working days exclude weekends and public holidays. Any refund of deposits is at our discretion where cancellation fees apply.
7.4 We reserve the right to cancel or postpone the Services where:
a circumstances beyond our reasonable control prevent us from carrying out the work safely or on time;
b you have not paid any sums due under the Contract;
c we reasonably believe that providing the Services would be unsafe or unlawful.
7.5 In the event we cancel the Services other than for non payment or your breach of Contract, our liability will be limited to refunding any amounts paid for Services not supplied. We shall not be liable for any consequential or indirect losses arising from cancellation or postponement.
8. Performance of Services
8.1 We will use reasonable skill and care in providing the Services and will take reasonable steps to protect Goods and property from damage.
8.2 The timing of the Services is given in good faith but time is not of the essence. We cannot guarantee exact arrival or completion times, particularly where delays arise from traffic, access issues or circumstances beyond our control.
8.3 We may use sub contractors or agents to perform all or part of the Services. In such cases, these Terms and Conditions will continue to apply.
8.4 We may decline to move unusually heavy, bulky or fragile items where we reasonably consider that this cannot be done safely or without risk of damage, or where you have not informed us in advance.
9. Customer Warranties
9.1 You warrant that:
a you are the owner of the Goods or have full authority from the owner to enter into the Contract and arrange the removal and any related services;
b the Goods do not include any items that are prohibited or unsafe for transport;
c you have obtained all necessary permissions, permits and consents for the Services to be carried out at the collection and delivery addresses;
d the information you have provided about the Goods, properties and access is accurate and complete.
9.2 You agree to indemnify us against any claims, losses, damages or expenses arising from a breach of these warranties.
10. Liability for Loss or Damage
10.1 We will be liable for physical loss of or damage to Goods caused by our negligence or breach of Contract, subject to the exclusions and limitations in these Terms and Conditions.
10.2 We will not be liable for:
a loss or damage arising from your failure to properly pack or protect Goods where packing is your responsibility;
b loss or damage to Goods that are fragile or inherently defective, including but not limited to glass, china, electronics and items assembled from flat packs, unless caused by our failure to exercise reasonable care;
c loss or damage arising from wear and tear, gradual deterioration, leakage or infestation;
d loss or damage caused by atmospheric or climatic conditions, including damp, mould, condensation or temperature changes;
e loss or damage to property, fixtures, fittings or the fabric of a building where we are required to follow your instructions relating to access or movement of Goods and it is not reasonably practicable to move the items without risk of damage.
10.3 Our total liability for loss of or damage to Goods, whether arising from negligence, breach of Contract or otherwise, shall be limited to a reasonable cost of repair or replacement, having regard to age, condition and market value, and in any event shall not exceed a fair and proportionate sum for the service provided.
10.4 We will not be liable for any indirect, consequential or economic loss, including loss of profit, income, use, opportunity or enjoyment, arising out of or in connection with the Services.
11. Claims and Notification of Loss or Damage
11.1 You must inspect Goods and property as soon as reasonably practicable following completion of the move.
11.2 Any apparent loss or damage must be reported to us in writing as soon as reasonably possible and in any event within seven days of completion of the Services. We may not be liable for any loss or damage that is not notified within this period unless you show that you could not reasonably have discovered the loss or damage earlier.
11.3 You must provide reasonable evidence of loss or damage, including photographs, descriptions and any relevant purchase or repair documentation.
11.4 We will not be liable for any loss or damage where you have signed a delivery or completion note confirming that the Services have been completed to your satisfaction without reserving any issues, unless you demonstrate that the loss or damage could not reasonably have been identified at that time.
12. Waste, Disposal and Cleanliness
12.1 We are not a licensed waste carrier for general rubbish and cannot remove or dispose of household or commercial waste unless this has been expressly agreed as a separate service in compliance with applicable waste regulations.
12.2 Where we agree to remove unwanted items, you warrant that such items are non hazardous and suitable for disposal through standard waste or recycling channels. Additional fees may apply for heavy, bulky or specialist items.
12.3 We will comply with applicable waste management and environmental regulations when disposing of any items that we have agreed to remove. We may refuse to take any items that are prohibited, hazardous or not properly identified.
12.4 You remain responsible for leaving the property in a reasonable state of cleanliness and for disposing of any waste that we have not agreed to remove.
13. Storage Services
13.1 Where we provide storage services, whether directly or through a third party, additional terms may apply and will be made available to you.
13.2 Storage charges will be payable in advance, and we may exercise a lien over Goods in storage until all sums due have been paid in full.
13.3 You must notify us promptly of any change in your contact details while Goods are in storage.
14. Insurance
14.1 We maintain appropriate insurance to cover our legal liabilities in relation to the Services. This is not a substitute for insurance cover for your Goods.
14.2 You are strongly advised to arrange your own insurance to protect the full value of your Goods during removal and any period of storage, including accidental damage and risks not covered by our standard liability.
15. Limitation of Liability
15.1 Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.
15.2 Subject to the above, our total liability arising out of or in connection with the Contract shall in no case exceed a fair and reasonable amount having regard to the charges paid for the Services and the nature of the work undertaken.
16. Data Protection and Privacy
16.1 We will collect and process personal data about you to the extent necessary to provide the Services, manage our relationship with you and comply with legal obligations.
16.2 We will take appropriate technical and organisational measures to protect your personal data and will only share it with third parties where necessary for the performance of the Services, for legal reasons or with your consent.
17. Complaints
17.1 If you are dissatisfied with any aspect of our Services, you should raise your concerns with us as soon as possible so that we have an opportunity to resolve the issue.
17.2 We will investigate complaints promptly and aim to respond within a reasonable timeframe, proposing any appropriate remedial action.
18. Governing Law and Jurisdiction
18.1 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.
18.2 You and we irrevocably 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 the Contract or its subject matter.
19. General Provisions
19.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision will be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions will continue in full force and effect.
19.2 No failure or delay by either party in exercising any right or remedy under the Contract shall constitute a waiver of that or any other right or remedy.
19.3 You may not assign or transfer any of your rights or obligations under the Contract without our prior written consent. We may assign or subcontract our rights and obligations where this does not adversely affect your rights under the Contract.
19.4 These Terms and Conditions, together with any written quotation or booking confirmation issued by us, constitute the entire agreement between you and us in relation to the Services and supersede any prior discussions or representations.
