Hounslow Removals Terms and Conditions of Service

These Terms and Conditions govern all removal and associated services provided by Hounslow Removals to consumer and business customers within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

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

1.1 "Company" means Hounslow Removals, the provider of removal and associated services.

1.2 "Customer" means the person, firm or organisation booking the services.

1.3 "Services" means any removal, packing, unpacking, loading, unloading, storage, or related services supplied by the Company.

1.4 "Goods" means all items handled, packed, stored or transported by the Company on behalf of the Customer.

1.5 "Premises" means any property or location from or to which the Services are provided, including addresses in Hounslow, surrounding areas and other locations in the UK.

1.6 "Contract" means the agreement between the Customer and the Company incorporating these Terms and Conditions and any written quotation or confirmation.

2. Booking Process

2.1 All bookings are subject to availability and are only confirmed once the Customer has accepted the quotation and the Company has issued a written or electronic confirmation.

2.2 Quotations are normally based on the information provided by the Customer, including but not limited to the inventory of Goods, access conditions, addresses, and required dates. The Customer must ensure that all information provided is accurate and complete.

2.3 Quotations are valid for 30 days from the date of issue unless otherwise stated. After this period the Company reserves the right to revise or withdraw the quotation.

2.4 The Company reserves the right to carry out a survey of the Premises or Goods before confirming a booking, especially for larger moves, long-distance relocations, or where special access or handling conditions apply.

2.5 Any changes to the booking details, including dates, addresses, volume of Goods, or required services, must be notified to the Company as soon as possible. Changes may result in an adjusted quotation and additional charges.

2.6 The Company may refuse any booking at its absolute discretion, for example where the Premises are unsafe, access is unreasonable, or the Goods include prohibited items.

3. Services Provided

3.1 The Company will provide removal and related services with reasonable skill and care, using suitable vehicles, equipment and personnel for the job.

3.2 Unless expressly agreed in writing, the Services do not include:

a) Disconnection, reconnection, installation or removal of appliances, fixtures or fittings.

b) Dismantling or reassembly of furniture or equipment.

c) Removal or handling of Goods from lofts or roof spaces unless safely floored, lit and with safe access.

d) Packing or unpacking of Goods.

3.3 Additional services such as packing, provision of packing materials, dismantling and reassembly, or storage can be provided if agreed in advance and may incur additional charges.

3.4 Timings given for arrival or completion are estimates only and are not guaranteed. The Company will use reasonable efforts to adhere to agreed dates and times but will not be liable for delays arising from traffic, weather, access issues, or other circumstances beyond its reasonable control.

4. Customer Responsibilities

4.1 The Customer is responsible for ensuring:

a) Suitable and safe access to the Premises for the Company’s vehicles and staff.

b) Any parking arrangements or permits required are arranged in advance or that the Company is informed of local parking restrictions.

c) All Goods are packed appropriately for transport if the Company has not been engaged to provide packing services.

d) All Goods to be moved are made available and clearly identified.

e) Valuable, fragile or special items are identified to the Company in advance.

4.2 The Customer or an authorised representative must be present at the start and end of the Services to provide access, give instructions, and check that the work is completed as agreed.

4.3 The Customer must not submit for removal or storage any Goods that are hazardous, illegal, explosive, corrosive, perishable, live animals or plants, or any items that require special licences or handling not agreed in advance.

4.4 The Company may refuse to handle any Goods that in its reasonable opinion present a risk to health, safety, property or the environment.

5. Payments and Charges

5.1 The price for the Services will be as set out in the quotation or as otherwise agreed in writing. Prices may include a minimum call-out charge and may vary depending on distance, volume of Goods, labour required, and service options selected.

5.2 Unless otherwise agreed, a deposit may be required to secure the booking. The balance is normally payable on or before the day of the move, and in any case prior to completion of unloading.

5.3 Payment must be made by one of the methods accepted by the Company. The Company does not accept payment by cash sent through the post.

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

a) Suspend or cancel the Services.

b) Charge interest on overdue amounts at the statutory rate applicable in England and Wales from time to time.

c) Retain Goods in its possession until payment has been received in full, including any additional charges.

5.5 Additional charges may apply where:

a) Work is carried out outside normal working hours at the Customer’s request.

b) Access to the Premises changes or is more difficult than stated.

c) Additional Goods are included that were not declared at the time of quotation.

d) Delays occur that are not caused by the Company.

6. Cancellations and Postponements

6.1 The Customer may cancel or postpone the Services by giving written or electronic notice to the Company.

6.2 The following cancellation charges may apply:

a) More than 7 days before the scheduled service date: no cancellation fee, and any deposit paid may be refunded or credited at the Company’s discretion, subject to any reasonable administrative costs.

b) Between 3 and 7 days before the scheduled service date: up to 50 percent of the quoted price may be charged.

c) Less than 3 days before the scheduled service date or on the day of the move: up to 100 percent of the quoted price may be charged.

6.3 If the Customer postpones the service, the Company will use reasonable efforts to offer a new date, subject to availability. Postponements may be treated as cancellations if suitable alternative dates are not agreed.

6.4 The Company may cancel or postpone the Services where:

a) The Customer is in breach of these Terms and Conditions.

b) Unsafe or illegal conditions are identified at the Premises.

c) Circumstances beyond the Company’s control make it impractical or unsafe to proceed.

Where the Company cancels for reasons within its control, any deposits or prepayments will be refunded.

7. Liability and Insurance

7.1 The Company will take reasonable care in handling and transporting the Goods. However, the Company’s liability for loss of or damage to Goods is limited as set out in this clause, and it is the Customer’s responsibility to arrange additional insurance if required.

7.2 The Company’s liability for loss of or damage to Goods, whether arising from breach of contract, negligence or otherwise, will not exceed a reasonable market value of the damaged or lost item, subject to any per-item or per-load limits communicated to the Customer prior to commencement of the Services.

7.3 The Company will not be liable for:

a) Loss or damage arising from defective or inadequate packing by the Customer.

b) Loss or damage to fragile items, including but not limited to glassware, mirrors, ceramics, electronics or artwork, unless the Company has packed such items.

c) Loss of or damage to any items not declared or not presented for removal.

d) Indirect or consequential losses, including loss of profits, loss of income, loss of opportunity, or any losses arising from delays.

e) Loss or damage arising from wear and tear, climatic or atmospheric conditions, natural deterioration, or inherent vice.

7.4 The Company will not be liable for loss of or damage to the following items unless specifically declared and agreed in writing in advance:

a) Jewellery, precious metals, stones or watches.

b) Money, cash, credit cards, securities or financial documents.

c) Important documents, passports, deeds or irreplaceable items.

7.5 The Customer must notify the Company in writing of any loss or damage as soon as reasonably practicable, and in any event within 7 days of completion of the Services. The Customer must give the Company a reasonable opportunity to inspect any alleged damage.

7.6 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

8. Property and Access Damage

8.1 The Company will take reasonable care to avoid damage to the Premises during the performance of the Services. However, the Customer is responsible for protecting floors, carpets, walls and fixtures where necessary.

8.2 The Company will not be liable for damage to the Premises where:

a) Such damage arises from the movement of Goods under the Customer’s express instruction where, in the Company’s reasonable opinion, the movement of the Goods is likely to cause damage.

b) Access is difficult, restricted or requires manoeuvring Goods through tight spaces, stairwells, or doorways not designed for such items.

8.3 Any damage to the Premises must be reported to the Company as soon as reasonably practicable and in any event within 7 days of completion of the Services.

9. Waste and Disposal Regulations

9.1 The Company operates in compliance with applicable UK waste and environmental regulations. The Company is not a general waste carrier and will only remove items agreed as part of the Services.

9.2 The Customer is responsible for identifying any items that are to be disposed of or recycled. Additional charges may apply for disposal services, especially for bulky items, electrical items, or items requiring special handling.

9.3 The Company will not remove or dispose of:

a) Hazardous or controlled waste such as chemicals, asbestos, paint, oils, fuel, clinical waste or similar substances.

b) Any items that cannot be legally transported or disposed of under UK law.

9.4 Where disposal services are provided, the Company will use authorised facilities and carriers where required. The Customer confirms that any items presented for disposal are their own property and that they have the right to authorise disposal.

9.5 The Company may refuse to remove items that, in its reasonable opinion, present a health, safety or environmental risk or for which appropriate disposal routes are not available.

10. Delays and Events Beyond Our Control

10.1 The Company will not be liable for any delay in performing, or failure to perform, any of its obligations under the Contract if such delay or failure results from events, circumstances or causes beyond its reasonable control.

10.2 Such events may include, but are not limited to, adverse weather, traffic incidents, road closures, vehicle breakdowns, accidents, fire, flood, strikes, lockouts, civil commotion, or restrictions imposed by authorities.

10.3 Where an event beyond the Company’s control occurs, the Company will inform the Customer as soon as reasonably practicable and will use reasonable efforts to minimise the effect of the delay or to agree an alternative arrangement.

11. Complaints and Dispute Resolution

11.1 If the Customer has any concerns or complaints about the Services, they should contact the Company as soon as possible so that the matter can be investigated and, where appropriate, resolved.

11.2 The Customer should provide full details of the issue, including dates, addresses, a description of the problem, and any supporting information. The Company will acknowledge receipt of the complaint and will aim to respond within a reasonable timeframe.

11.3 The Company will investigate complaints in a fair and objective manner and may request further information or the opportunity to inspect any alleged damage.

12. Data Protection and Privacy

12.1 The Company will process personal data in accordance with applicable data protection law in the United Kingdom.

12.2 Personal information provided by the Customer will be used for the purposes of administering bookings, providing the Services, handling payments, and dealing with enquiries or complaints.

12.3 The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to perform the Contract, comply with legal obligations, or with the Customer’s consent.

13. Governing Law and Jurisdiction

13.1 These Terms and Conditions, and any Contract between the Customer and the Company, are governed by and construed in accordance with the laws of England and Wales.

13.2 The courts of England and Wales will 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 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid or unenforceable, that provision will be deemed deleted, and the remaining provisions will continue in full force and effect.

14.2 The Contract is between the Customer and the Company. No other person shall have any rights to enforce any of its terms.

14.3 The Company may transfer its rights and obligations under the Contract to another organisation, but this will not affect the Customer’s rights or the Company’s obligations under these Terms and Conditions.

14.4 The failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.

14.5 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 understandings or agreements.