Movers Hounslow Terms and Conditions of Service

These Terms and Conditions set out the basis on which Movers Hounslow provides removal, relocation and related services. By making a booking or allowing work to commence you confirm that you have read, understood and agree to be bound by these Terms and Conditions.

These terms apply to all services supplied to private and business customers within our usual operational areas and any other locations agreed in writing.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Company means Movers Hounslow, the removal and related services provider.

Customer means the person, firm or company who requests a quotation, makes a booking, or for whom the Company provides services.

Services means any removal, packing, loading, unloading, transportation, storage, furniture assembly or disassembly, or related services supplied by the Company.

Premises means any property, building, room, office, flat, house or other location where the Services are carried out or to which goods are delivered or from which they are collected.

Goods means the items and belongings that are moved, packed, transported or stored by the Company for the Customer.

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.

2. Quotations and Pricing

All quotations provided by the Company are based on the information supplied by the Customer and on the Companys current rates at the time of the quotation.

Quotations are normally provided on a fixed price or hourly rate basis. Any quotation will state the basis clearly so the Customer understands how charges will be calculated.

Quotations are valid for a limited period from the date of issue, as specified in the quotation. After the validity period expires the Company may revise the quotation.

The Company reserves the right to adjust the quoted price or apply additional charges if:

1. The information provided by the Customer is inaccurate, incomplete or changes after the quotation is given.

2. Access at either the collection or delivery address is restricted, difficult, or differs from what was described.

3. Additional items, services or work are requested on the day that were not included in the quotation.

4. The work is delayed or extended due to circumstances outside the Companys reasonable control, including but not limited to waiting time for keys, delayed access, or issues with parking.

5. Special handling, dismantling, assembly, or protection is required that was not specified at the time of quotation.

3. Booking Process

A booking is made when the Customer accepts the quotation, confirms the requested date and time for the Services, and the Company confirms the booking. Bookings are subject to availability and are not guaranteed until formally confirmed by the Company.

The Company may require a deposit or advance payment to secure a booking. The amount and due date of any deposit will be notified to the Customer at the time of booking.

The Customer must provide accurate details of:

1. The collection and delivery addresses.

2. The nature, approximate quantity and value of the Goods.

3. Any items that are exceptionally heavy, bulky, fragile, or valuable.

4. Any access issues, including stairs, lifts, parking restrictions, narrow roads or entrances.

5. Any time restrictions or special timings that may affect the work.

If the Customer fails to provide necessary information, the Company may adjust pricing, decline to carry out the work, or treat the booking as cancelled by the Customer.

4. Payments and Charges

Charges for the Services are payable by the Customer in accordance with the quotation and any subsequent adjustments agreed between the parties.

Unless otherwise agreed in writing:

1. Deposits are payable at the time of booking.

2. The balance for domestic moves is payable on completion of the Services on the same day.

3. For business customers or ongoing contracts, payment terms may be agreed in writing and invoices must be paid in accordance with those terms.

The Company may accept various payment methods, such as bank transfer or card payments, at its discretion. The Customer is responsible for ensuring cleared funds are available by the payment due date.

If payment is not made when due, the Company reserves the right to:

1. Charge interest on overdue sums at the statutory rate.

2. Suspend or refuse to continue with any Services until payment is made in full.

3. Retain Goods in its possession under a lien until all outstanding charges and costs are settled.

All prices are exclusive of any applicable taxes, duties or other charges, which will be added where required by law.

5. Cancellations and Amendments

If the Customer wishes to cancel or amend a booking, notice must be given to the Company as early as possible.

The following cancellation terms will usually apply unless otherwise stated in the quotation or booking confirmation.

1. If cancellation is made more than a specified number of working days before the scheduled date, any deposit may be refunded or partially refunded at the Companys discretion.

2. If cancellation is made within a short period before the scheduled date, the Company may retain the deposit or charge a cancellation fee to cover lost time and costs.

3. Same day cancellations or failure to provide access on the booking date may be treated as a full service charge.

Where the Customer requests a change of date, time or address, the Company will endeavour to accommodate the change but does not guarantee availability. The Company may treat substantial changes as a cancellation and new booking.

The Company reserves the right to cancel or postpone a booking due to reasons outside its reasonable control, including but not limited to severe weather, vehicle breakdown, accidents, staff illness, or safety concerns. In such cases the Company will notify the Customer as soon as reasonably practicable and will either rearrange the Services or refund any payments for services not provided. The Company will not be liable for indirect or consequential losses arising from such cancellations.

6. Customer Obligations

The Customer agrees to:

1. Ensure that they or an authorised representative are present at the agreed times to give access, provide instructions and sign any documentation.

2. Arrange suitable parking or permits where required and bear any related costs, penalties, or fines if parking is not properly arranged.

3. Keep walkways, stairs, lifts and access routes clear and safe for the Companys staff and vehicles.

4. Properly prepare, pack and secure Goods that the Customer packs themselves, ensuring they are safe for handling and transport.

5. Identify any delicate, fragile or high value items and notify the Company in advance.

6. Remove any personal items, documents, jewellery, money or other valuables which are not intended to be handled by the Company.

If the Customer fails to meet these obligations, the Company may refuse to carry out part or all of the work, charge additional fees, or treat the Contract as cancelled by the Customer.

7. Excluded Items

The Company does not carry or store certain items. These normally include:

1. Illegal, dangerous, explosive, or inflammable substances.

2. Waste, rubbish or items intended for disposal that do not comply with waste regulations.

3. Perishable goods, including refrigerated or frozen items.

4. Animals, plants or other living organisms.

5. Cash, jewellery, watches, precious metals, stones or similar valuables.

6. Important documents, deeds, bonds, securities, or irreplaceable items.

7. Items of exceptional value that have not been declared and specifically agreed in writing.

If such items are included without the Companys knowledge, the Company will not be liable for any loss or damage arising in connection with them and may arrange for their removal, disposal or return at the Customers cost.

8. Liability for Loss or Damage

The Company will exercise reasonable care and skill in providing the Services. Liability for loss of or damage to Goods or property will be limited as follows, except where prohibited by law.

1. The Company is not liable for any loss or damage that arises from the Customers failure to adequately pack, protect or label Goods, unless the Company has provided the packing service.

2. The Company is not liable for normal wear and tear, minor marks, or cosmetic damage that may occur during handling and transportation of used goods.

3. The Company is not liable for damage to dismantled furniture or flat pack items that are not in a robust assembled state, unless the Company has carried out the dismantling and assembly.

4. The Company is not liable for electrical or mechanical faults in appliances, equipment or instruments that occur without evidence of external damage caused by negligence.

5. The Company is not liable for any loss or damage where the Customer has packed items into unsuitable containers such as overfilled boxes, thin bags, or unsealed containers.

6. The Company is not liable for any indirect or consequential loss, including loss of profit, income, business, or opportunity.

Liability for any proven loss or damage directly caused by the Companys negligence or breach of contract will be limited to the lower of the actual value of the affected item or a reasonable limit per item or per job as set out in the quotation or any applicable insurance terms.

The Customer must inspect Goods and property as soon as reasonably practicable after completion of the Services and notify the Company in writing of any loss or damage within a reasonable period. Failure to do so may affect the ability to investigate the matter and may reduce or extinguish any liability.

9. Access, Property Damage and Risk

The Customer is responsible for ensuring adequate access at both collection and delivery locations. Where access is restricted or difficult, the risk of damage may increase.

The Company will take reasonable care to avoid damage to Premises, including floors, walls, doors and fixtures. However, if access requires the use of narrow staircases, balconies, windows, or awkward routes, the Customer accepts that some minor damage may be unavoidable and agrees that the Companys liability will be limited in such circumstances.

If the Customer instructs the Company to proceed with moving items through challenging or unsuitable access against the advice of the Companys staff, the Company may require written confirmation and will have no liability for any resulting damage.

Risk in the Goods remains with the Customer except while the Goods are in the physical possession of the Company for the purpose of providing the Services. Once Goods are delivered and signed for at the destination, risk passes back to the Customer.

10. Waste and Environmental Regulations

The Company is committed to complying with applicable waste and environmental regulations when handling, transporting or disposing of any items.

The Customer must not request the Company to dispose of any items that constitute hazardous or regulated waste unless a specific agreement is made and the Company holds the necessary authorisations.

Where the Company agrees to remove unwanted items or waste on behalf of the Customer, the Customer confirms that they have full authority to dispose of such items and that the items do not include prohibited materials.

The Company may arrange lawful disposal, recycling or transfer to approved facilities. All costs and any relevant fees or charges associated with waste handling or disposal will be payable by the Customer.

If the Customer provides inaccurate information regarding the nature or composition of items for disposal, they will be responsible for any fines, penalties, or additional costs incurred by the Company as a result.

11. Delays and Events Beyond Control

The Company will use reasonable efforts to adhere to agreed dates and times, but timings are estimates and may be affected by traffic, weather, accidents, or other external factors.

The Company will not be liable for delay or failure to perform any of its obligations where such delay or failure results from events beyond its reasonable control. These may include, but are not limited to, adverse weather, road closures, breakdowns, public disturbances, strikes, or acts of government or public authorities.

If a delay arises due to circumstances within the Customers control, such as waiting for keys, late access or incomplete packing, the Company may charge for additional waiting time or rearrangements.

12. Insurance

The Company operates with appropriate insurance cover for its business activities. Details of applicable cover and limitations may be provided on request or set out in the quotation.

The Customer is advised to consider obtaining their own insurance for high value items or additional cover beyond the Companys standard limits, particularly for business or commercial moves.

13. Complaints and Disputes

If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the team on site where possible so that it can be addressed immediately.

If the issue cannot be resolved on site, the Customer should submit a written complaint with full details within a reasonable time after completion of the Services. The Company will investigate the complaint and aim to respond within a reasonable period.

Both parties agree to act in good faith to resolve disputes. If a dispute cannot be resolved through negotiation, either party may consider seeking independent advice or pursuing any legal remedies available under the governing law.

14. Data Protection and Privacy

The Company will handle personal information supplied by the Customer in accordance with applicable data protection laws. Information will be used to provide and manage the Services, take payment, arrange bookings and comply with legal obligations.

The Company will take reasonable steps to protect personal data from unauthorised access, loss or misuse and will not sell or rent personal data to third parties. Personal information may be shared with insurers, subcontractors or other service providers where necessary for the performance of the Contract.

15. Subcontracting

The Company may, at its discretion, use carefully selected subcontractors or agents to carry out all or part of the Services. Where subcontractors are used, the Company will remain responsible for the overall performance of the Contract, subject to these Terms and Conditions.

16. Governing Law and Jurisdiction

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.

The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or in connection with these Terms and Conditions or the Services provided by the Company.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable, and the remaining provisions shall continue in full force and effect.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

These Terms and Conditions, together with any written quotation or confirmation, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions or representations.

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract.