Terms and Conditions

Removals Ilford Terms and Conditions

These Terms and Conditions set out the basis on which Removals Ilford provides removal, relocation, packing, and associated services to private and business customers. By booking or using our services, 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 words have the meanings set out below.

"Company" refers to Removals Ilford, the provider of the services.

"Customer" refers to any individual, company, partnership, or organisation that requests, books, or receives services from the Company.

"Services" refers to any removal, packing, loading, unloading, storage, transportation, furniture assembly or disassembly, or related services provided by the Company.

"Premises" refers to any property, building, or location from which items are collected or to which items are delivered as part of the Services.

"Goods" refers to any items, furniture, personal belongings, equipment, or materials moved, handled, or stored by the Company in the course of providing the Services.

2. Scope of Services

The Company provides household and commercial removal services, including local moves within Ilford and the surrounding areas, as well as moves to and from other locations in the United Kingdom. Services may include packing, unpacking, loading, unloading, and limited storage, depending on the Customer’s requirements and the agreed quotation.

The exact scope of the Services to be provided will be set out in the written quotation or booking confirmation issued by the Company. Any work or service not expressly included in the quotation or booking confirmation will be treated as additional and may incur further charges.

3. Booking Process

To arrange a booking, the Customer must provide accurate and complete information regarding the nature of the move, including but not limited to the addresses, access conditions, number and type of items to be transported, any special handling requirements, and any parking or access restrictions at the Premises.

The Company may carry out an assessment, either virtually or in person, to determine the volume of Goods and the resources required. Following this assessment, the Company will issue a quotation setting out the proposed Services, estimated timescales, and applicable charges.

A booking is only confirmed once the Customer has accepted the quotation in writing or by other agreed method, and any required deposit has been received by the Company. Verbal quotations or provisional dates do not constitute a confirmed booking.

The Customer is responsible for checking that all details in the booking confirmation are correct. Any errors or omissions must be notified to the Company as soon as possible and in any event prior to the scheduled date of the Services.

4. Quotations and Pricing

Quotations are based on the information provided by the Customer at the time of enquiry and are usually given as a fixed price for the described work. The Company reserves the right to revise the quotation if:

1. The Customer’s requirements change.

2. The volume or nature of the Goods is greater than originally described.

3. There are delays or issues outside the Company’s control, including but not limited to waiting for keys, restricted access, or failure to properly prepare Goods for removal.

4. Additional services are requested on the day of the move.

Unless otherwise stated, quotations do not include customs duties, parking fees, tolls, congestion charges, storage costs, or charges for the removal of doors, windows, or other fixtures at the Premises.

5. Payments and Charges

Unless specified otherwise in writing, payment for domestic moves is due either in full in advance or on completion of the Services on the same day. For commercial and larger moves, the Company may require a deposit and staged payments, which will be confirmed in the booking documentation.

The Company accepts payment by the methods specified at the time of booking. All payments must be made in pounds sterling unless otherwise agreed in writing.

If the Customer fails to make payment when due, the Company reserves the right to:

1. Suspend or refuse to provide further Services.

2. Charge interest on overdue amounts at the statutory rate from the due date until payment is received in full.

3. Retain possession of Goods under a lien until all outstanding charges and associated costs have been paid.

6. Cancellations and Postponements

If the Customer wishes to cancel or postpone a booking, notice must be given in writing as soon as possible. The following cancellation charges may apply, unless otherwise agreed in writing:

1. More than 7 days before the agreed date: no cancellation fee, and any deposit paid may be refunded or transferred to a new date, at the Company’s discretion.

2. Between 3 and 7 days before the agreed date: a cancellation fee of up to 50 percent of the quoted price may be charged.

3. Less than 3 days before the agreed date or on the day of the move: a cancellation fee of up to 100 percent of the quoted price may be charged.

The Company may waive or reduce cancellation charges in exceptional circumstances, but is not obliged to do so.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, accident, illness, or legal restrictions. In such cases, the Company will offer an alternative date or a refund of any deposit paid, but will not be liable for consequential losses arising from the cancellation.

7. Customer Responsibilities

The Customer agrees to:

1. Ensure that adequate and safe access is available at all relevant Premises, including clear hallways, staircases, and entrances, and to inform the Company of any issues such as narrow roads, low ceilings, lifts, or restrictions.

2. Arrange any necessary parking permits or permissions required for the Company’s vehicles at both collection and delivery locations, and to cover any associated costs.

3. Properly prepare and pack Goods where packing is not included in the Services, ensuring that fragile, delicate, or high-value items are appropriately protected.

4. Be present, or arrange for a representative to be present, at the Premises during collection and delivery to direct the Company and sign any relevant paperwork.

5. Ensure that all Goods to be moved are clearly identified, and that any items not to be moved are separated or clearly marked.

If the Customer fails to comply with these responsibilities, the Company may refuse to carry out part or all of the Services and may charge for any time lost or additional work required.

8. Excluded Items

The Company will not transport certain items, including but not limited to:

1. Hazardous, flammable, explosive, or illegal items.

2. Perishable goods that require refrigeration or special storage conditions.

3. Livestock, pets, or other live animals.

4. Cash, securities, or items of extraordinary value such as jewellery, watches, artworks, or antiques unless declared in advance and expressly agreed in writing.

The Customer is responsible for ensuring that none of these excluded items are included in the Goods. The Company accepts no liability for loss or damage to such items or for any consequences arising from their inclusion.

9. Liability for Loss or Damage

The Company will take reasonable care to protect the Customer’s Goods and Premises during the provision of the Services. However, liability is subject to the limitations set out in these Terms and Conditions.

The Company’s liability for loss or damage to Goods, where such loss or damage is directly caused by the Company’s negligence, will be limited to a reasonable cost of repair or replacement, up to a maximum amount per move as notified to the Customer or covered by the Company’s insurance policy.

The Company will not be liable for:

1. Loss or damage arising from faulty or inadequate packing by the Customer.

2. Loss or damage to fragile or highly sensitive items not properly protected or declared.

3. Normal wear and tear, or minor marks and scuffs that may occur during handling and transport.

4. Indirect or consequential loss, including but not limited to loss of profits, loss of use, or emotional distress.

All claims for loss or damage must be notified to the Company in writing as soon as reasonably practicable, and in any event within 7 days of the completion of the Services, unless an alternative period is agreed in writing. The Customer must provide reasonable evidence of the loss or damage and cooperate with any investigation.

10. Damage to Premises

The Company will take reasonable steps to prevent damage to the Premises during the move. However, the Company will not be liable for pre-existing damage, latent defects, or any damage resulting from moving items where the Customer has insisted on a particular method of handling or has failed to disclose relevant access limitations.

If damage to the Premises occurs as a result of the Company’s negligence, the Company may arrange for repair or offer a reasonable contribution to the cost of repair, at its discretion, subject to any applicable liability limits.

11. Waste and Disposal Regulations

The Company operates in accordance with applicable waste and environmental regulations in the United Kingdom. The Company is not a general waste disposal contractor and will only remove waste or unwanted items as expressly agreed with the Customer in advance.

Where the Company agrees to remove and dispose of items, the Customer confirms that they have the right to dispose of those items and that they are not hazardous, controlled, or subject to special disposal requirements unless previously disclosed to and accepted by the Company.

The Company reserves the right to refuse to remove or transport any items that, in its reasonable opinion, may present a health, safety, environmental, or legal risk.

12. Delays and Events Beyond Control

The Company will make reasonable efforts to adhere to agreed schedules, but times given for arrival, completion, or delivery are estimates only. The Company will not be liable for delays caused by events beyond its reasonable control, including but not limited to traffic, road closures, accidents, weather conditions, public transport disruption, or delays in obtaining keys or access to Premises.

If a delay causes additional waiting time or results in the need for extra labour or extended hours, the Company may charge reasonable additional fees, which will be explained to the Customer as soon as practicable.

13. Insurance

The Company maintains insurance appropriate for its business activities, subject to the terms, conditions, and exclusions of the relevant policy or policies. Details of cover, including any applicable limits, may be made available to the Customer upon request.

The Customer is encouraged to check whether their own home or business insurance provides additional cover for Goods in transit and, if necessary, to arrange supplementary insurance for high-value or particularly sensitive items.

14. Complaints

If the Customer is dissatisfied with any aspect of the Services, they should raise the concern with the Company as soon as possible, ideally on the day of the move. Formal complaints should be made in writing, providing full details of the issue, any relevant dates, and supporting evidence.

The Company will acknowledge receipt of the complaint and will investigate the matter, aiming to provide a response within a reasonable timeframe. The Customer agrees to allow the Company a fair opportunity to resolve any issues before pursuing external remedies.

15. Data Protection and Privacy

The Company will only collect and use personal data necessary to manage bookings, provide Services, administer accounts, and comply with legal obligations. Personal data will be handled in accordance with applicable data protection laws in the United Kingdom.

The Company may retain Customer information for a reasonable period for administrative, legal, or accounting purposes, after which it will be securely deleted or anonymised where appropriate.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.

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.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

No failure or delay by the Company in enforcing any right or remedy under these Terms and Conditions shall be construed as a waiver of that right or remedy.

These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or agreements, whether oral or written.

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 the Services provided under that booking.