Hanwell Removals Service Terms and Conditions
These Terms and Conditions set out the basis on which Hanwell Removals provides removal, relocation, packing, storage coordination, and associated services within the United Kingdom. By placing an order, making a booking, or permitting our staff to commence work, 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 expressions have the meanings set out below.
Company means Hanwell Removals, the provider of the services described in these terms.
Customer means the individual, partnership, company, or organisation purchasing or receiving services from the Company.
Services means any removal, packing, loading, transport, unloading, delivery, storage coordination, or related services provided by the Company.
Goods means the items, belongings, furniture, and personal or business property submitted for removal, transportation, or associated services.
Contract means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by the Company.
2. Quotations and Pricing
All quotations issued by the Company are based on the information supplied by the Customer and are subject to survey where applicable. Quotations are normally valid for a limited period stated on the quotation or, if not stated, for 30 days from the date of issue.
Quotations are provided on the understanding that:
The Customer has disclosed all relevant information regarding access, parking, property layout, special handling requirements, and the nature and volume of Goods.
There are no unforeseen difficulties with access to properties or premises, including but not limited to narrow stairs, lifts, restricted roads, parking restrictions, or long carries.
No additional services are required beyond those specifically listed or described in the quotation.
The Company reserves the right to revise its quotation or apply additional charges if the information provided by the Customer is incomplete, inaccurate, or changes after the quotation is issued, or if conditions on the day differ materially from those reasonably anticipated.
Unless otherwise stated in writing, quotations do not include customs duties, parking fees, tolls, congestion charges, ferry charges, or other third-party costs. Such costs, where incurred, will be payable by the Customer in addition to the quoted price.
3. Booking Process
A booking is not confirmed until the Company has issued written confirmation to the Customer and any required deposit or advance payment has been received and cleared by the Company. Verbal quotations or availability statements do not constitute a binding booking.
The Customer is responsible for ensuring all details in the booking confirmation are accurate, including dates, addresses, access information, inventory details, and service scope. Any discrepancies must be notified to the Company promptly.
The Company may refuse or cancel a booking where it reasonably believes that doing so is necessary for safety, legal compliance, capacity management, or other valid operational reasons. In such cases, any prepayments will normally be refunded, subject to any charges due for services already provided.
4. Payments and Charges
Unless otherwise agreed in writing, payment terms are as follows.
A deposit or full prepayment may be required to secure the booking, as stated in the quotation or booking confirmation.
Any balance is normally due on or before the day of the move, and in all cases prior to unloading at the destination unless a different arrangement has been agreed in writing.
Payments must be made using an accepted method as specified by the Company from time to time. The Company is not obliged to accept cash payments above any limits notified to the Customer.
If payment is not received when due, the Company may at its discretion suspend or withhold Services, including retaining Goods until payment is made in full, and may charge interest on overdue sums at a reasonable commercial rate.
Any additional work carried out at the request of the Customer that is outside the scope of the original quotation, including but not limited to packing, dismantling or reassembly of furniture, additional journeys, waiting time, or handling of items not disclosed, will be chargeable at the Company’s prevailing rates.
5. Customer Responsibilities
The Customer agrees to:
Ensure that proper and sufficient parking and access are available at all relevant locations, and where required, to arrange permits or authorisations in good time.
Pack, secure, and prepare Goods appropriately for removal if the Company has not been engaged to provide packing services. This includes ensuring that fragile, valuable, and delicate items are suitably protected.
Comply with all instructions issued by the Company or its staff in relation to the safe and efficient completion of the Services.
Be present, or ensure that an authorised representative is present, during collection and delivery to provide instructions, sign relevant documentation, and inspect the premises and Goods.
Ensure that Goods to be moved do not include prohibited, illegal, hazardous, perishable, or environmentally harmful items as further described in these Terms.
The Company will not be liable for any delay, additional cost, or loss arising from the Customer’s failure to comply with these responsibilities.
6. Items Excluded or Restricted
Unless expressly agreed in writing, the Company will not accept responsibility for or transport:
Jewellery, watches, precious metals, cash, credit cards, documents, deeds, securities, or items of significant sentimental or specialised value.
Explosives, flammable or hazardous substances, including gas cylinders, paint, solvents, or chemicals.
Live animals, plants, or perishable goods which may suffer damage or deterioration.
Any items whose possession or movement would be unlawful within the United Kingdom.
If such items are included without the Company’s knowledge or consent, the Customer does so at their own risk, and the Company may remove, dispose of, or decline to transport such items where necessary to comply with safety or legal obligations.
7. Cancellations and Amendments
The Customer may cancel or amend a booking by providing notice to the Company. Any entitlement to a refund or liability for cancellation charges will depend on the notice provided and the specific terms stated in the quotation or booking confirmation.
As a general guideline, where services are cancelled:
If sufficient notice is given in advance of the scheduled service date, the Company may refund deposits or prepayments, less any reasonable administrative costs.
If short notice is given, the Company may retain all or part of the deposit or charge a cancellation fee to reflect time reserved, administrative work undertaken, and any costs that cannot be recovered.
If the Customer is not present or ready at the agreed time and location without prior notice, the Company may treat this as a cancellation and apply appropriate charges.
The Company reserves the right to cancel or reschedule Services due to circumstances beyond its reasonable control, including but not limited to severe weather, accidents, road closures, illness, equipment failure, or legal restrictions. In such cases, the Company will seek to rearrange the Services or provide a refund of any payments for Services not provided, but will not be liable for consequential loss arising from such cancellation.
8. Performance, Delays, and Access
The Company will make reasonable efforts to carry out the Services on the agreed dates and within a reasonable timescale, but time shall not be of the essence unless expressly agreed in writing.
The Company is not responsible for delays or failure to perform caused by factors outside its reasonable control, including but not limited to traffic conditions, accidents, adverse weather, roadworks, industrial action, or delays caused by third parties.
Where access is restricted, hazardous, or significantly more difficult than reasonably expected, the Company may:
Decline to move particular items where to do so would risk damage or injury.
Charge additional fees for extra labour, equipment, or time required.
Require the Customer to sign a disclaimer if the Customer instructs the Company to proceed despite an identified risk of damage to property or Goods.
9. Liability for Loss or Damage
The Company will exercise reasonable care and skill in providing the Services. The Company’s liability for loss of or damage to Goods or property is subject to the following limitations.
The Company is not liable for loss or damage arising from the inherent fragility or condition of Goods, faulty assembly or construction, inadequate packing by the Customer, or normal wear and tear.
The Company is not liable for cosmetic damage such as minor scratches, scuffs, or dents where such damage is consistent with normal handling and the condition and nature of the Goods.
Liability for any item will not exceed its reasonable current market value at the time of loss or damage, taking into account age, condition, and depreciation, and shall not in any event exceed any limits set out in the Company’s quotation or confirmation.
The Company is not liable for loss or damage where:
The Goods have been packed or prepared by the Customer or a third party not engaged by the Company.
The loss or damage arises from instructions given by the Customer against the advice of the Company.
The Goods consist of items excluded under these Terms, including valuables or prohibited goods.
Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable and, in any event, within a reasonable period after completion of the Services. The Customer should allow the Company an opportunity to inspect any alleged damage before repairs or disposal.
The Company does not exclude or limit liability for death or personal injury caused by its negligence, or for any other liability that cannot lawfully be excluded under UK law.
10. Indirect and Consequential Loss
The Company will not be liable for indirect or consequential loss, including but not limited to loss of profit, loss of revenue, loss of business, loss of opportunity, or loss of enjoyment, arising out of or in connection with the Services, whether such loss arises in contract, tort, or otherwise.
The Customer is responsible for arranging appropriate insurance for any losses not covered or limited by these Terms, particularly in relation to high-value or business-critical items.
11. Waste, Disposal, and Environmental Regulations
The Company operates in accordance with applicable UK waste and environmental regulations. The Customer must not request the Company to dispose of waste in any unlawful manner.
Where the Company agrees to remove unwanted items, this will be treated as a separate waste removal or disposal service, subject to additional charges. Such items may be disposed of, recycled, or transferred to authorised facilities in accordance with applicable law.
The Customer is responsible for ensuring that any items presented for disposal do not include hazardous, clinical, or prohibited waste, unless the Company has agreed in writing to handle such materials and holds the necessary authorisations.
Fly-tipping or unauthorised dumping is strictly prohibited. The Company supports lawful disposal of waste and reserves the right to decline any request it considers inconsistent with environmental regulations or its own policies.
12. Storage and Third Party Services
Where the Company arranges storage or ancillary services with third party providers on behalf of the Customer, those services may be subject to separate contractual terms issued by the third party. The Customer will be bound by any such terms, which will be made available on request.
The Company will exercise reasonable care in selecting third party providers but does not guarantee their performance and will not be liable for acts or omissions of such third parties beyond any non-excludable statutory obligations.
13. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible to allow an opportunity for investigation and resolution.
The Company will use reasonable efforts to respond to complaints promptly and to resolve disputes amicably. Where a dispute cannot be resolved directly, the parties may consider independent mediation or other forms of alternative dispute resolution before resorting to court proceedings, where appropriate.
14. Data Protection and Privacy
The Company collects and processes personal data in order to manage bookings, deliver Services, and comply with legal and regulatory requirements. Personal data will be handled in accordance with applicable UK data protection laws.
The Company may share necessary information with staff, subcontractors, insurers, and relevant authorities where required for the performance of the Contract or compliance with legal obligations. Data will not be sold for marketing purposes to unrelated third parties.
15. Variations and Entire Agreement
No variation to these Terms and Conditions will be effective unless agreed in writing by an authorised representative of the Company. Any additional or conflicting terms proposed by the Customer will not apply unless expressly accepted by the Company in writing.
These Terms and Conditions, together with any written quotation and booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior statements or representations, whether oral or written, relating to the subject matter.
16. Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision will be severed from the remaining provisions, which will continue to be valid and enforceable to the fullest extent permitted by law.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services provided by the Company, whether contractual or non-contractual, 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 or the Services provided, subject to any mandatory statutory rights that may apply to the Customer.
By proceeding with a booking or allowing the Company to commence work, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.