Removals Brent Service Terms and Conditions
These Terms and Conditions set out the basis on which Removals Brent provides removal and associated services to customers. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Company means Removals Brent.
1.2 Customer means any individual, partnership, company or organisation that requests or uses the services of the Company.
1.3 Services means any removal, collection, delivery, packing, unpacking, loading, unloading, storage, or related activity provided by the Company.
1.4 Goods means the items and belongings that the Customer asks the Company to move, transport, handle or store.
1.5 Contract means the agreement between the Company and the Customer for the supply of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by the Company.
2. Scope of Services
2.1 The Company provides residential and commercial removal services, including packing and unpacking where agreed, within Brent and the wider surrounding areas, as well as to and from other locations in the United Kingdom.
2.2 The precise scope of the Services, including collection and delivery addresses, dates, times, special requirements, and any additional services, will be set out in the quotation and subsequent booking confirmation provided by the Company.
2.3 The Company reserves the right to refuse to move any item that, in its reasonable opinion, is unsafe, unlawful, excessively heavy, or likely to cause damage to property, vehicles, equipment or personnel.
3. Booking Process
3.1 Customers may request a quotation by providing accurate information about the type and quantity of Goods, access conditions at collection and delivery locations, floor levels, parking arrangements, and preferred dates and times.
3.2 Quotations are based on the information supplied by the Customer. If the information is incomplete or inaccurate, the Company reserves the right to amend the quotation or charge for additional work carried out.
3.3 A booking is not confirmed until the Customer has accepted the quotation and the Company has issued a booking confirmation. The Company may, at its discretion, require a deposit or full payment in advance as a condition of confirmation.
3.4 The Customer is responsible for checking all details in the booking confirmation and must notify the Company promptly of any errors or changes.
3.5 Any requested changes to the booking, including dates, times, addresses, or scope of Services, are subject to the availability of the Company and may result in additional charges.
4. Access, Parking and Preparation
4.1 The Customer must ensure that there is suitable access for the Company’s vehicles at both the collection and delivery addresses. This includes arranging any necessary parking permits or authorisations from local authorities, building managers or other relevant parties.
4.2 The Customer is responsible for ensuring that Goods are properly packed, protected, and ready for transport unless packing services have been explicitly included in the Contract.
4.3 The Company is not responsible for delay or inability to complete the Services arising from inadequate access, parking restrictions, road closures, or other circumstances beyond its reasonable control. Additional waiting time or extra work caused by such circumstances may be charged at the Company’s prevailing rates.
5. Payments and Charges
5.1 The price for the Services will be as stated in the quotation or booking confirmation, subject to any adjustments in accordance with these Terms and Conditions.
5.2 The Company may require a deposit at the time of booking. Where applicable, the deposit is non refundable except as provided for under the cancellation provisions in these Terms and Conditions.
5.3 Unless otherwise agreed in writing, payment of any balance is due on or before completion of the Services on the day of the move.
5.4 The Company reserves the right to charge for additional work not included in the original quotation, including but not limited to extra items, extra time, additional journeys, waiting time, delays caused by the Customer, or changes in access conditions.
5.5 If payment is not received when due, the Company may refuse to commence or continue the Services and may retain possession of Goods until full payment is received. The Company may also charge interest on overdue amounts at the statutory rate permitted under English law.
6. Cancellations and Postponements
6.1 The Customer may cancel or postpone a booking by providing notice to the Company.
6.2 If the Customer cancels or postpones more than seven days before the agreed moving date, any deposit paid may, at the Company’s discretion, be refunded or credited towards a future booking.
6.3 If the Customer cancels or postpones within seven days but more than 48 hours before the agreed moving date, the Company reserves the right to retain all or part of the deposit to cover administrative and scheduling costs.
6.4 If the Customer cancels or postpones within 48 hours of the agreed moving date, the Company may charge up to 75 percent of the quoted price to cover allocated resources and lost work.
6.5 The Company may cancel or reschedule the Services if circumstances beyond its reasonable control make it impossible or unsafe to carry out the work, including severe weather, vehicle breakdown, industrial action, or illness. In such cases the Company will seek to agree an alternative date with the Customer and any deposit paid will be carried forward or refunded if a suitable alternative date cannot be agreed.
7. Customer Responsibilities
7.1 The Customer must:
a provide accurate information for the quotation and booking,
b ensure that all Goods are ready to be moved at the agreed time, unless packing services have been booked,
c remove and take with them or separately arrange for transportation of all items of high value including but not limited to jewellery, cash, important documents, and irreplaceable items,
d secure and stabilise appliances such as washing machines, dishwashers, and fridges in accordance with manufacturer instructions,
e be present, or ensure that an authorised representative is present, at both collection and delivery addresses to direct the work and sign relevant documentation, and
f comply with all relevant laws and regulations, including waste and recycling rules where applicable.
8. Excluded Goods
8.1 Unless otherwise agreed in writing, the Company will not carry:
a hazardous, dangerous, or explosive materials,
b illegal items or substances,
c live animals or plants that may be damaged or cause damage in transit,
d perishable goods requiring temperature controlled storage or transport, or
e items of exceptional value such as fine art, antiques, or collections, unless specially declared and agreed with any additional charges or special terms.
8.2 If any such excluded items are found among the Goods without the Company’s prior knowledge, the Company may remove, dispose of, or leave behind such items without liability and may charge the Customer for any related costs or losses.
9. Liability for Loss or Damage
9.1 The Company will take reasonable care in handling, loading, transporting and unloading the Goods. However, the Company’s liability is limited as set out in this section.
9.2 The Company’s liability for loss of or damage to Goods, arising from negligence or breach of Contract, shall not exceed the lower of the replacement value of the Goods or a reasonable market value, subject to any overall limit per job specified in the quotation or booking confirmation.
9.3 The Company shall not be liable for:
a loss or damage where the Customer has packed the Goods and such loss or damage arises from defective or unsuitable packing materials or methods,
b damage to furniture or items that are inherently weak, defective, poorly assembled or not designed to be moved once assembled,
c minor damage to premises where reasonable care has been taken, such as minor scuffs to walls, floors or door frames arising from normal movement of Goods,
d loss or damage due to wear and tear, atmospheric or climatic conditions, or gradual deterioration,
e loss or damage to items of high value or sentimental value that were not declared and specifically agreed to be covered, or
f any indirect or consequential loss, such as loss of profit, loss of enjoyment, or cost of alternative accommodation.
9.4 The Customer must notify the Company in writing of any visible loss or damage as soon as reasonably practicable and no later than seven days after completion of the Services. For loss or damage that was not immediately apparent, the Customer must notify the Company as soon as discovered and within 14 days of completion of the Services.
9.5 The Company will not be liable for any loss or damage reported outside these time limits unless the Customer can show that it was not reasonably possible to comply and the report was made as soon as reasonably practicable.
10. Insurance
10.1 The Company maintains insurance cover appropriate for a removal business operating in the United Kingdom. Details of the level of cover are available on request.
10.2 The Customer is strongly advised to arrange additional insurance for Goods of high value or where the Customer requires cover above the Company’s standard limits.
11. Delays and Events Beyond Control
11.1 The Company will use reasonable efforts to adhere to agreed dates and times, but timing is not of the essence in the Contract unless explicitly agreed in writing.
11.2 The Company is not liable for delay or failure to perform the Services where such delay or failure is caused by events beyond its reasonable control, including but not limited to traffic congestion, accidents, roadworks, adverse weather, mechanical breakdowns, strikes or other industrial action, public events, or actions of third parties.
11.3 Where such events occur, the Company will take reasonable steps to minimise disruption and may propose an alternative time or date for completion of the Services.
12. Waste, Recycling and Disposal Regulations
12.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste disposal contractor unless expressly agreed as part of the Services.
12.2 The Customer must clearly identify any items intended for disposal, recycling, or charity collection. The Company will not be responsible for items disposed of where it reasonably believed that the Customer had designated them as waste or unwanted items.
12.3 The Company will not remove or dispose of hazardous, clinical, or controlled waste, including but not limited to asbestos, chemicals, paint, oil, gas bottles, or medical waste. The Customer is responsible for arranging specialist disposal in accordance with relevant regulations.
12.4 Any charges for lawful disposal or recycling arranged by the Company on behalf of the Customer will be added to the Customer’s invoice. The Customer remains responsible for providing accurate information regarding the nature of items to be disposed of.
13. Complaints and Dispute Resolution
13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be addressed promptly.
13.2 The Company will investigate any complaints and seek to resolve them in a fair and reasonable manner. The Customer agrees to allow the Company a reasonable opportunity to investigate and remedy any issues before taking further action.
14. Data Protection and Privacy
14.1 The Company will collect and process personal data about the Customer for the purposes of providing Services, managing bookings, processing payments, handling complaints, and complying with legal obligations.
14.2 The Company will handle personal data in accordance with applicable UK data protection laws. Personal data will not be sold to third parties and will only be shared where necessary to deliver the Services or where required by law.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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 the Services.
16. General Provisions
16.1 These Terms and Conditions, together with any quotation or booking confirmation, constitute the entire agreement between the Company and the Customer and supersede any prior communications or understandings.
16.2 If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
16.3 No failure or delay by the Company in exercising any right or remedy shall constitute a waiver of that or any other right or remedy.
16.4 The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company.
16.5 The Company may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant Contract.
