Terms and Conditions
Removal Van Hounslow Service Terms and Conditions
These Terms and Conditions set out the basis on which we provide removal and related services to customers. By booking a service with our removal van company, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Company means the removal van service provider supplying the services.
Customer means the individual, business, or organisation that books the services.
Services means any removal, loading, unloading, packing, transportation, or related services provided by the Company, including the provision of a removal van with or without operatives.
Goods means any personal effects, furniture, equipment, or other items that are the subject of the Services.
Service Area means the primary area within which the Company operates, including Hounslow and surrounding districts, together with any other locations agreed at the time of booking.
Contract means the agreement between the Company and the Customer for the supply of Services, incorporating these Terms and Conditions and any written confirmation issued by the Company.
2. Scope of Services
The Company provides removal van and related services within the Service Area and to other destinations within the United Kingdom as agreed at the time of booking. Services may include the provision of one or more vehicles, drivers, and removal operatives, as well as assistance with loading and unloading.
The precise scope of the Services, including the number of vehicles, number of operatives, estimated duration, and any additional requirements, will be agreed during the booking process and confirmed by the Company. The Customer is responsible for ensuring that all necessary details are provided accurately.
3. Booking Process
3.1 All bookings must be made directly with the Company through its accepted booking channels. The Customer must provide full and accurate information, including collection and delivery addresses, access details, property type, number and nature of items, preferred dates and times, and any special handling requirements.
3.2 The Company will provide a quotation based on the information supplied. Quotations may be given as a fixed price or as an hourly rate, as specified at the time of booking. Quotations are valid for a limited period as indicated by the Company and may be subject to change if the scope of the Services is altered or if incorrect or incomplete information was provided.
3.3 A booking is not confirmed until the Customer has accepted the quotation and, where required, paid any deposit or prepayment requested by the Company. The Company reserves the right to refuse any booking at its sole discretion.
3.4 The Customer must inform the Company promptly of any changes to the booking details, including changes of date, time, address, volume of Goods, or access conditions. The Company will use reasonable efforts to accommodate such changes but cannot guarantee availability. Additional charges may apply if changes affect the duration, distance, or resources required.
4. Prices and Payments
4.1 Prices are calculated based on factors that may include distance, journey time, property access, number and size of vehicles, number of operatives, volume and type of Goods, and any additional services requested.
4.2 All prices will be quoted in pounds sterling and are exclusive of any applicable taxes and charges that the Company is required to collect, unless otherwise stated.
4.3 The Company may require a deposit or full prepayment to secure the booking. Any such requirement will be communicated to the Customer at the time of booking. Where a deposit is requested, the balance is payable as set out in the booking confirmation.
4.4 Unless otherwise agreed in writing, payment of all sums due must be made on or before completion of the Services on the date of the move. The Company may, in its discretion, require payment before the vehicle is unloaded at the delivery address.
4.5 Payment methods accepted by the Company will be specified at the time of booking and may include cashless options. The Customer must ensure that cleared funds are available on the date payment is due.
4.6 If payment is not made when due, the Company may refuse to commence or continue the Services, withhold Goods until full payment is received, and/or charge interest on overdue amounts at the statutory rate from the due date until payment is received in full. The Company may also recover from the Customer any reasonable costs of collection.
5. Cancellations and Amendments
5.1 The Customer may cancel the booking by giving notice to the Company. Cancellation charges may apply depending on the amount of notice given and the nature of the booking.
5.2 If the Customer cancels more than a specified minimum period before the scheduled start time, as stated in the booking confirmation, any deposit paid may be refunded or applied to a rebooking, subject to the Companys policy at the time.
5.3 If the Customer cancels within a short notice period prior to the scheduled start time, the Company reserves the right to retain all or part of any deposit, and to charge a cancellation fee which may be up to the full quoted price, to reflect the time reserved and costs incurred.
5.4 Where the Customer wishes to amend the date, time, or scope of the Services, the Company will consider the request subject to availability. If the amended booking results in a shorter duration, smaller load, or reduced distance, the Company may, at its discretion, apply a minimum charge and may not be able to refund any difference in price.
5.5 The Company reserves the right to cancel or postpone a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, road closures, vehicle breakdown, staff illness, safety concerns, or other events of force majeure. In such cases, the Company will aim to offer a rescheduled date or alternative solution, but will not be liable for any consequential loss arising from such cancellation or delay.
6. Customer Responsibilities
6.1 The Customer is responsible for:
Ensuring that all Goods are properly packed, secured, and ready for transport unless packing services have been expressly included.
Providing accurate information about the nature and quantity of Goods, including any fragile, heavy, or unusual items.
Ensuring suitable access to the collection and delivery addresses, including any necessary parking arrangements, permits, or authorisations.
Supervising the loading and unloading, or appointing a responsible representative to do so, and checking that nothing is left behind or taken by mistake.
6.2 The Customer warrants that the Goods do not include any items that are prohibited, illegal, dangerous, or unsuitable for transport, including but not limited to explosives, firearms, flammable substances, perishable goods, live animals, or hazardous materials, unless expressly agreed in writing and suitably packaged and labelled in accordance with applicable regulations.
6.3 The Customer must notify the Company in advance of any items that require special handling, lifting equipment, or unusual access arrangements, including very large, heavy, or delicate objects. The Company may refuse to handle items that were not declared or that in its reasonable opinion pose a risk to staff, property, or vehicles.
7. Access and Parking
7.1 The Customer is responsible for ensuring that adequate parking is available for the removal vehicle at both collection and delivery addresses. This includes arranging parking permits, visitor passes, or authorisations where required by local regulations.
7.2 Additional charges may apply where the distance between the parked vehicle and the property entrance is greater than reasonably expected, or where access involves unusual difficulties such as long carries, multiple flights of stairs, restricted doorways, or use of lifts.
7.3 If the Company is unable to access the property or park within a reasonable distance due to circumstances outside its control, this may result in delays, additional charges, or in severe cases, the Services being aborted. Any penalty charge notices or similar parking charges incurred as a direct result of following the Customers instructions may be charged to the Customer.
8. Waste and Disposal Regulations
8.1 The Company operates in accordance with applicable UK waste management and environmental regulations. The Company is not a general waste disposal contractor and will not remove household or commercial waste unless expressly agreed as part of the Services and compliant with current legislation.
8.2 The Customer must not present items for removal that constitute controlled waste, hazardous materials, or items that require specialist disposal, unless the Company has specifically agreed to handle such items and is licensed to do so.
8.3 Where the Company agrees to transport items to recycling centres, charity outlets, or other disposal facilities, the Customer remains responsible for ensuring that such items are lawful to dispose of and that all personal data has been removed from any devices. Any disposal fees charged by third parties will be passed on to the Customer.
8.4 The Company reserves the right to refuse to remove or dispose of any items that it reasonably believes to be illegal, unsafe, or in breach of waste regulations. The Customer shall indemnify the Company against any liability, fines, or costs incurred as a result of the Customers failure to comply with waste and environmental laws.
9. Liability and Limitations
9.1 The Company will exercise reasonable care and skill in providing the Services. However, the Companys liability for loss of or damage to Goods is subject to the limitations set out in this section.
9.2 The Company shall not be liable for any loss or damage arising from:
Faulty or inadequate packing by the Customer.
Items packed in unsuitable containers.
Normal wear and tear, deterioration, or atmospheric or climatic conditions.
Pre-existing defects in Goods.
Actions or omissions of the Customer or any third party.
9.3 The Companys liability for loss of or damage to Goods, if established, shall ordinarily be limited to a reasonable cost of repair or replacement up to a maximum amount per job, as notified to the Customer. The Customer should arrange their own insurance cover for high-value or particularly fragile items if additional protection is required.
9.4 The Company accepts no liability for any indirect or consequential loss, including but not limited to loss of profits, loss of use, loss of business, or loss of opportunity, arising out of or in connection with the Services, whether in contract, tort, or otherwise.
9.5 Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
10. Claims and Complaints
10.1 Any visible loss of or damage to Goods should be noted to the Companys personnel as soon as reasonably practicable and in any event before completion of the Services where possible.
10.2 The Customer must submit any claim or complaint in writing to the Company within a reasonable period after the date of the Services, providing full details, supporting information, and evidence of loss or damage. Failure to notify the Company within this period may prejudice the Companys ability to investigate and may affect the outcome of any claim.
10.3 The Company will investigate all properly submitted complaints and will respond within a reasonable timeframe. The Customer agrees to cooperate with any investigation and to provide access to inspect alleged damage where necessary.
11. Delays and Force Majeure
11.1 While the Company will use reasonable efforts to adhere to agreed timescales, all arrival and completion times are estimates only and may be affected by traffic, weather, road conditions, and other factors beyond the Companys control.
11.2 The Company shall not be liable for any delay in performing, or failure to perform, any of its obligations under the Contract where such delay or failure results from events, circumstances, or causes beyond its reasonable control, including but not limited to acts of God, adverse weather, accidents, road closures, public transport disruption, strikes, or civil disturbances.
12. Data Protection and Privacy
12.1 The Company will collect and process personal data provided by the Customer for the purpose of administering bookings, providing Services, processing payments, and for related customer service and administrative functions.
12.2 The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom. The Customer is responsible for ensuring the accuracy of the personal information provided.
13. Governing Law and Jurisdiction
13.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales.
13.2 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 their subject matter or formation.
14. General Provisions
14.1 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, representations, or agreements, whether written or oral, relating to the same subject matter.
14.2 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid or unenforceable, such provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.
14.3 The failure or delay by the Company to exercise any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
14.4 The Customer may not assign or transfer any of its rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or subcontract all or any of its rights and obligations at its discretion, provided that this does not reduce the level of service promised to the Customer.
14.5 No person other than the parties to the Contract shall have any rights to enforce any of its terms under the Contracts Rights of Third Parties Act 1999.
By proceeding with a booking and using the Services, the Customer confirms acceptance of these Terms and Conditions.
