Hanwell Removals Service Terms and Conditions

These Hanwell Removals Terms and Conditions set out the basis on which moving, packing, loading, transport and related services are provided. By making a booking, confirming a quotation or allowing our team to begin work, the customer agrees to these terms. They are designed to provide a clear agreement for both parties and to explain the responsibilities that apply before, during and after the move.

For the purposes of these terms, references to “we”, “us” and “our” mean the removals service provider, and “you” or “the customer” means the person, business or organisation requesting the service. These terms apply to domestic and commercial removals, packing assistance, storage-related handling, collection and delivery of household items, furniture, office equipment and other agreed goods, unless a separate written contract states otherwise.

A booking is only confirmed when we have accepted the job in writing, by email, text message or another recorded communication and, where required, received the relevant deposit or prepayment. Any quotation provided before confirmation is an estimate based on the information supplied by you. If the scope of work changes, the price, timing or resource requirements may also change.

Booking process begins when you provide accurate details of the move, including the collection and delivery addresses, access conditions, dates, approximate volume of items, parking restrictions, special handling needs and any items requiring dismantling or extra care. We may rely on the information you provide when preparing the quotation. If the information is incomplete or inaccurate, additional charges or revised arrangements may apply.

Once a quotation is issued, it may include assumptions about number of crew members, vehicle size, labour time, distance travelled, waiting periods and specialist equipment. Acceptance of the quotation means you agree to those assumptions. If you request extra services not originally included, such as packing materials, wrapping, stair carries, shuttle transfers, dismantling or reassembly, these may be charged separately. A confirmed slot is reserved for you only after we have accepted the booking and any required payment has cleared.

We reserve the right to refuse or withdraw a booking if the move is unsafe, unlawful, impractical or not reasonably suitable for our equipment or staff. This includes, without limitation, situations involving blocked access, unsafe lifting conditions, prohibited goods, severe access restrictions, insufficient parking, adverse weather, or a risk of damage to property or injury to persons. In such cases, we may propose alternative arrangements or cancel the booking with reasonable notice where possible.

Payment terms will be set out in the quotation or booking confirmation. Unless otherwise agreed in writing, payment is due on the day of service or immediately upon completion of the work. We may require a deposit to secure the date. Deposits are normally non-refundable except where cancellation rights under these terms apply or where we are unable to perform the service for reasons attributable to us.

We accept that some moves involve unexpected changes. However, if the scope of work increases, the customer remains responsible for the additional cost. This may include extra labour, longer access time, waiting time, additional mileage, fuel supplements, parking charges, storage handling, tolls, congestion-related costs or fees arising from inaccurate information. Any additional charges will be explained as soon as reasonably practicable.

If payment is not made when due, we may charge interest and reasonable recovery costs in accordance with applicable UK law. We may also retain goods, suspend delivery or postpone further services until overdue sums are settled. Failure to pay may result in cancellation of the booking, loss of the reserved date and recovery action. Any unpaid balance remains due even if you choose not to complete the move after services have begun.

Cancellations and rescheduling may be requested by the customer in writing. If you cancel more than a specified number of days before the service date, a lower charge or full refund of certain prepaid amounts may apply, subject to any non-refundable deposit or third-party costs already incurred. If you cancel close to the agreed date, we may retain part or all of the deposit to cover administration, reserved labour and lost opportunity costs.

If you wish to rearrange the date, we will try to accommodate a new slot, but availability cannot be guaranteed. Rescheduling may involve a revised quotation if prices, access conditions or staffing needs change. If you are not present at the agreed time or fail to provide access, keys, parking arrangements or necessary instructions, this may be treated as a late cancellation or wasted attendance, and additional charges may apply.

We may cancel or postpone a booking where circumstances beyond our reasonable control prevent performance, including severe weather, road closures, vehicle breakdown, accidents, illness, industrial action, emergency restrictions or other events commonly referred to as force majeure. In such cases, we will aim to notify you as soon as reasonably possible and, where appropriate, offer an alternative date. We are not liable for losses arising from unavoidable delays or cancellations caused by such events.

Customers must ensure that items are properly packed, labelled and ready for collection unless we have agreed to provide packing services. Fragile items, valuables, perishable goods, plants, live animals, cash, passports, documents, keys, jewellery, firearms, controlled substances and illegal items must not be included unless expressly agreed in writing and lawfully permitted. We may refuse to move items that appear unsafe, prohibited or insufficiently prepared for transport.

Liability is limited to loss or damage caused by our negligence, wilful misconduct or breach of contract, and only to the extent permitted by law. We do not accept responsibility for damage resulting from pre-existing faults, poor packing by the customer, natural wear and tear, hidden defects, unsuitable loading, unstable furniture, insufficient protection provided by the customer, or circumstances outside our reasonable control. Glass, mirrors, electronics, antiques and similarly delicate items are moved on the understanding that they are inherently vulnerable.

It is the customer’s responsibility to point out items of particular value, fragility or complexity before work begins. If you ask us to dismantle, reassemble, disconnect or reconnect goods, we will do so only where it is reasonable and safe to do so. We are not responsible for faults arising from manufacturer defects, incompatible fittings or pre-existing installation issues. Any claim for damage must be notified promptly and supported by evidence such as photographs, a description of the issue and, where relevant, original condition information.

Where we provide storage-related handling or temporary holding as part of the service, additional terms may apply regarding access, item inventory, moisture, temperature, insurance and release procedures. Unless expressly agreed, we do not guarantee that items will be individually inventoried, wrapped, segregated or insured beyond the basic level specified in the quotation. Customers are encouraged to arrange adequate insurance cover for goods in transit and any other period during which the goods remain under our care.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our total liability for any single claim or series of related claims will normally be limited to the amount paid for the specific service giving rise to the claim, unless a higher limit is expressly agreed in writing.

Waste regulations apply to any collection, removal or disposal of unwanted items. We will only remove waste, rubbish, packaging, furniture or appliances where this has been expressly agreed and where the items are lawfully capable of being handled. You must not present hazardous waste, asbestos, chemicals, paint, gas cylinders, clinical waste, electrical waste requiring specialist treatment or any item whose disposal is restricted unless we have agreed in advance and the law permits us to take it.

Where we transport waste, we will do so in compliance with applicable UK waste legislation and regulatory obligations. This may include requirements relating to duty of care, waste transfer documentation, segregation, traceability and authorised disposal routes. The customer confirms that any waste presented for removal is described accurately and that no prohibited materials have been concealed among general waste or household goods. If inaccurate information is provided, the customer may be liable for any resulting fines, charges or losses.

We may refuse to remove or dispose of items if doing so would breach legal requirements, create environmental risk or exceed the scope of our booking. If waste is mixed with reusable items, hazardous materials or specialist disposal items, additional sorting or handling charges may apply, or the load may be declined altogether. The customer is responsible for ensuring that any items left for disposal are genuinely intended as waste and are not subject to ownership disputes or third-party rights.

Any packaging, cardboard, bubble wrap, timber, pallet material or similar refuse generated during the move may be removed only if included in the service scope. If you request disposal of appliances or furniture, you must tell us whether they contain batteries, fluids, sharp components or other hidden hazards. We may ask for further information or decline collection if we consider the items unsafe or non-compliant with waste regulations.

Customers must take reasonable steps to protect floors, walls, lifts, carpets, door frames and shared areas before and during the move, especially where access is tight or fragile surfaces are present. We will take reasonable care while working, but we are not responsible for minor scuffs, marks or wear that may occur in the normal course of a professional removals service, particularly where access is restricted or items are bulky.

Governing law and jurisdiction: these terms are governed by the laws of England and Wales. If any dispute arises in relation to a booking, service, payment, cancellation, liability claim or waste handling issue, the parties agree that the courts of England and Wales will have exclusive jurisdiction, unless mandatory law provides otherwise. If a clause is found to be invalid or unenforceable, the remainder of the terms will continue in full force.

These terms may be updated from time to time to reflect legal, operational or commercial changes. The version in force at the time your booking is accepted will usually apply to that booking, unless a later change is required by law or agreed in writing. By proceeding with a confirmed move, you acknowledge that you have read, understood and accepted the conditions set out above.