Staines Removals Terms and Conditions

These Terms and Conditions set out the basis on which Staines Removals supplies residential and commercial removal and associated services. 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.

Company means Staines Removals.

Customer means the individual, business or organisation requesting the services.

Services means removal, packing, loading, transport, unloading, storage, waste removal and any related services provided by the Company.

Goods means the items to be moved, packed, stored, or otherwise handled by the Company.

Premises means the property or properties from and to which the Goods are moved or at which any Services are provided.

Contract means the agreement between the Customer and the Company incorporating these Terms and Conditions and the booking confirmation.

2. Scope of Services

The Company provides household and office removals, local and regional transport of Goods, packing and unpacking, and related services as agreed in writing with the Customer. Any Services not expressly set out in the written quotation or booking confirmation are excluded from the Contract unless later confirmed in writing by the Company.

The Company will use reasonable skill and care in providing the Services and will carry them out in a timely manner, subject to delays caused by circumstances beyond its reasonable control, including traffic conditions, road closures, weather, accidents, or other events affecting access to the Premises or the route.

3. Booking Process

3.1 Quotations

All quotations are based on the information supplied by the Customer regarding the volume of Goods, access conditions, distance, and service requirements. Quotations are not binding if the information provided is incomplete or inaccurate, or if the scope of work changes.

Unless otherwise stated, quotations are valid for 30 days from the date of issue and are subject to availability of resources on the proposed service date.

3.2 Booking confirmation

A booking is only confirmed when the Customer has accepted the quotation and the Company has issued a written booking confirmation. Any provisional dates discussed prior to confirmation are not guaranteed.

The Company reserves the right to refuse or cancel a booking where the Customer has not complied with these Terms and Conditions or where the Company reasonably believes that carrying out the Services would be unsafe, unlawful, or impracticable.

3.3 Changes to the booking

The Customer must notify the Company as soon as possible if there are any changes to the date, time, addresses, access conditions, volume of Goods or required Services. The Company will use reasonable efforts to accommodate changes, but cannot guarantee availability. Changes may result in an adjustment to the quoted price.

4. Customer Obligations

The Customer agrees to:

Ensure that the information provided for quotation and booking purposes is complete and accurate.

Arrange suitable parking and access at all Premises for the duration of the Services, including any permits required from local authorities.

Ensure that the Premises are safe for the Company’s staff and that stairways, lifts, corridors and access routes are clear and suitable for moving the Goods.

Be present or represented at the Premises during the Services to provide instructions and to take responsibility for checking that all Goods are loaded and unloaded as required.

Notify the Company in advance of any items of special value or fragility, any unusually heavy or bulky items, and any items requiring specialist handling or dismantling.

Ensure that all Goods are ready for transport, unless packing Services have been agreed in advance, and that any appliances are disconnected, defrosted and drained.

5. Goods Not Accepted for Removal

The Company will not carry or store the following items and they must not be included in the Goods:

Explosives, firearms, weapons or ammunition.

Flammable, hazardous or toxic substances including fuel, gas bottles, chemicals, paints and solvents.

Perishable goods or items requiring controlled temperature storage.

Illegal goods or items obtained unlawfully.

Animals, plants or other living organisms.

Any other items which in the opinion of the Company may pose a risk to health, safety or property.

If such items are included without the Company’s knowledge, the Company may remove, destroy or dispose of them at the Customer’s expense and without liability, and the Customer will indemnify the Company for any loss or damage arising from their presence.

6. Payments and Charges

6.1 Pricing

The price for the Services will be set out in the quotation or booking confirmation. Prices are normally based on a fixed rate for the agreed work, or on an hourly rate where specified. Additional charges may apply for waiting time, additional labour, parking fees, tolls, or work outside normal hours, where such costs arise from circumstances beyond the Company’s control or from changes requested by the Customer.

6.2 Deposits and payment terms

The Company may require a deposit or prepayment to secure the booking. The amount and due date will be specified in the quotation or booking confirmation. Any balance is payable on or before completion of the Services unless different payment terms have been agreed in writing.

Payment must be made by an accepted form of payment as specified by the Company. The Customer is responsible for ensuring that cleared funds are available by the due date. The Company reserves the right to refuse to start or continue the Services if payment has not been received as agreed.

6.3 Late payment

If the Customer fails to pay any amount due under the Contract by the due date, the Company may charge interest on the overdue amount, suspend further Services, and retain possession of Goods until payment is received in full. Storage and redelivery charges may also apply where Services are delayed or rescheduled due to non-payment.

7. Cancellations and Postponements

7.1 Cancellation by the Customer

The Customer may cancel the booking by giving written notice to the Company. Depending on the notice period, cancellation charges may apply as follows, unless otherwise agreed in writing:

If cancellation is received more than 14 days before the service date, any deposit paid may be refunded, less any reasonable administration costs.

If cancellation is received between 7 and 14 days before the service date, the Company may retain all or part of the deposit to cover costs and lost bookings.

If cancellation is received less than 7 days before the service date, the Company may charge up to the full quoted price.

7.2 Postponement by the Customer

If the Customer wishes to postpone the Services, the Company will endeavour to accommodate the new date, subject to availability. Postponement may be treated as a cancellation and rebooking and may incur charges where the original date cannot reasonably be refilled or where costs have already been incurred.

7.3 Cancellation by the Company

The Company may cancel the Contract at any time by giving written notice if the Customer fails to comply with these Terms and Conditions, does not pay sums due, or if the Company is unable to provide the Services due to events beyond its reasonable control. In such cases, the Company will refund any amounts paid for Services not yet provided, but will not be liable for any consequential loss arising from the cancellation.

8. Liability and Limitations

8.1 Standard liability

The Company will exercise reasonable care in handling, packing, transporting and storing the Goods. The Company’s liability for loss of or damage to the Goods arising from its negligence or breach of Contract will be limited to a reasonable cost of repair or replacement, subject to any specific limits set out in the quotation or booking confirmation.

The Customer is encouraged to ensure that appropriate insurance cover is in place for the full value of the Goods. The Company’s charges do not include insurance unless explicitly stated.

8.2 Exclusions of liability

The Company will not be liable for:

Loss of or damage to Goods where this results from poor packing or preparation by persons other than the Company, inherent defects in the Goods, or their condition not being fit for transport.

Loss of or damage to items such as cash, jewellery, documents, data, or other valuables unless the Company has specifically agreed in writing to handle such items and they have been declared and valued in advance.

Minor marks, scuffs or wear and tear arising from normal handling and movement of Goods and furniture.

Loss or damage resulting from war, terrorism, natural disasters, industrial disputes, or other events beyond the Company’s reasonable control.

Indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity.

8.3 Customer’s responsibility for Goods

The Customer is responsible for checking the Goods on completion of the Services and for notifying the Company in writing of any visible loss or damage within a reasonable period, normally within 7 days of the service date. Failure to do so may affect the Company’s ability to investigate and, where appropriate, to offer compensation.

9. Waste Regulations and Disposal

The Company operates in accordance with applicable waste and environmental regulations. Where the Services include removal and disposal of unwanted items, the following applies:

The Customer must clearly identify which items are to be removed as waste and which items are to be retained or transported.

The Company will only remove and dispose of waste that is lawful to transport and dispose of under applicable regulations.

Hazardous waste, electrical items requiring specialist disposal, and certain bulky or regulated materials may incur additional charges or may be refused if the Company is not authorised or equipped to handle them.

The Customer remains responsible for any waste presented for removal that is unlawful or misdescribed. Any costs, penalties or claims arising from the presence of such items will be the responsibility of the Customer.

Where possible, the Company aims to minimise environmental impact by segregating materials for recycling and using authorised sites, but specific outcomes or recycling rates cannot be guaranteed.

10. Access, Parking and Delays

The Customer is responsible for ensuring adequate parking and for obtaining any necessary permissions or permits for the Company’s vehicles at each Premises. Parking fines incurred as a direct result of a lack of proper permissions or instructions from the Customer may be charged to the Customer.

If access to the Premises or to the Goods is delayed or restricted, or if keys are not available at the agreed time, the Company may charge for waiting time and any additional labour or storage costs incurred. Where delays make it impractical to complete the Services on the same day, the Company may arrange for storage and redelivery at an additional charge.

11. Storage Services

Where storage is provided, the Company will store Goods in a suitable facility, exercising reasonable care to protect them from loss or damage. The Customer remains responsible for ensuring that adequate insurance cover is in place for Goods in storage, unless the Company has agreed in writing to arrange cover.

Storage charges will accrue from the agreed start date until the date of removal from storage and must be paid in accordance with the Company’s payment terms. The Company may exercise a lien over stored Goods for unpaid charges and may, after giving reasonable notice, sell or dispose of Goods to recover unpaid sums, subject to applicable law.

12. Complaints and Dispute Resolution

The Company aims to provide a professional service at all times. If the Customer has any concerns or wishes to make a complaint, they should do so in writing as soon as possible, providing full details of the issue, dates, locations, and any supporting information.

The Company will investigate complaints in good faith and will respond within a reasonable period, proposing appropriate remedies where the complaint is upheld. Both parties agree to act reasonably and to attempt to resolve any dispute amicably before considering formal legal action.

13. Data Protection and Privacy

The Company will use personal information provided by the Customer solely for the purpose of administering the Contract, providing the Services, handling payments, and meeting legal and regulatory obligations.

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 Services, process payments, or comply with legal requirements.

14. Governing Law and Jurisdiction

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.

The courts of England and Wales will have exclusive jurisdiction over any dispute or claim arising out of or in connection with these Terms and Conditions or the Services, including any non-contractual disputes or claims.

15. 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 waiver by the Company of any breach of these Terms and Conditions will be considered as a waiver of any subsequent breach of the same or any other provision.

The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where necessary to provide the Services, provided that this does not reduce the level of service or protections afforded to the Customer.

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