Isleworth Removals Terms and Conditions of Service
These Terms and Conditions set out the basis on which Isleworth Removals provides domestic and commercial removal and related services within its service area. By booking or using our services you agree to be bound by these Terms and Conditions, which form the entire agreement between you and Isleworth Removals for the services supplied.
1. Definitions
In these Terms and Conditions the following expressions have the meanings given below.
Company means Isleworth Removals.
Customer means the person, firm or organisation requesting or receiving the services from the Company.
Goods means all items to be moved, stored, packed or otherwise handled by the Company on behalf of the Customer.
Services means any removal, packing, loading, unloading, transport, storage or related services provided by the Company.
Service Area means the areas in which the Company ordinarily operates and offers its services, including Isleworth and surrounding locations, as determined by the Company from time to time.
2. Quotations and Estimates
All quotations issued by the Company are based on the information provided by the Customer at the time of enquiry, including but not limited to addresses, access conditions, parking arrangements, size and type of property, volume or nature of goods, and any special requirements.
Quotations are normally provided as fixed price quotations or time based estimates. The type of quotation will be confirmed to the Customer in writing prior to booking.
Unless stated otherwise in writing, quotations are valid for 30 days from the date of issue and are subject to availability of resources on the required date.
The Company reserves the right to amend the quotation or charge additional fees where:
the information provided by the Customer is inaccurate or incomplete
the volume or nature of the Goods differs significantly from that described
access to the property is significantly more difficult than advised
waiting times are incurred due to delays outside the Companys control
additional services are requested or required on the day of the move.
3. Booking Process
A booking is only confirmed when the Customer has accepted the quotation in writing or by any clearly recorded form of acceptance specified by the Company, and any required deposit has been received by the Company.
The Customer is responsible for checking the details of the quotation and any booking confirmation, including dates, addresses and service description. Any errors must be notified to the Company as soon as possible.
The Company may decline or cancel a booking at its discretion where the services requested fall outside its usual Service Area, where safe access cannot be provided, or where the Company reasonably believes the work cannot be performed safely, lawfully or in accordance with these Terms and Conditions.
The Customer must ensure that all necessary arrangements have been made for the Companys vehicles and staff to have safe and reasonable access to the property, including any required parking permissions or permits.
4. Customer Responsibilities
The Customer agrees to:
provide accurate and complete information when requesting a quotation and making a booking
ensure that the Goods are adequately packed where packing is not included in the service
securely close and seal all containers and boxes
disconnect and prepare appliances for transport unless otherwise agreed
ensure that no prohibited, dangerous or illegal items are included in the Goods
be present or provide an authorised representative at collection and delivery addresses to provide access and sign relevant documentation.
The Customer is responsible for protecting floors, walls and fixtures where this is of particular concern, unless the Company has expressly agreed to provide protective coverings as part of the service.
5. Payments and Charges
Unless agreed otherwise in writing, payment terms are as follows.
A deposit may be required at the time of booking to secure the date. The amount of any deposit will be stated in the quotation or booking confirmation.
The balance of the quoted price is normally payable no later than the start of the service on the day of the move or in accordance with any alternative arrangement confirmed in writing.
For time based services, charges will be calculated from the agreed start time until completion of the services, including any waiting time caused by delays outside the Companys control.
The Company accepts payment by methods specified at the time of booking. The Customer is responsible for ensuring that cleared funds are available by the due date.
Interest may be charged on overdue amounts at the statutory rate applicable in England and Wales until payment is received in full. The Company reserves the right to recover from the Customer all reasonable costs incurred in collecting overdue payments.
6. Cancellations and Postponements
If the Customer wishes to cancel or postpone a booking, the Customer must notify the Company as soon as reasonably practicable.
Cancellation and postponement charges may apply as follows, unless otherwise agreed in writing.
Where cancellation or postponement is made more than seven days before the agreed service date, any deposit paid may be refunded or transferred, less any non recoverable costs incurred by the Company.
Where cancellation or postponement is made between seven and three days before the agreed service date, the Company may retain all or part of the deposit to cover loss of booking and preparation costs.
Where cancellation or postponement is made less than three days before the agreed service date, the Company may charge up to the full quoted price.
If the Company is unable to perform the services on the agreed date due to circumstances beyond its reasonable control, including severe weather, road closures, accidents, vehicle breakdowns or staff illness, the Company will use reasonable endeavours to offer an alternative date or solution. The Company will not be liable for any consequential loss arising from such delays or cancellations.
7. Access, Parking and Time Restrictions
The Customer is responsible for ensuring that suitable parking is available for the Companys vehicles at both collection and delivery addresses for the duration of the services.
Any parking charges, fines or penalties that arise solely from the Customers failure to arrange adequate parking will be chargeable to the Customer.
Where there are time restrictions, loading bays, controlled parking zones or access limitations within the service area, the Customer must inform the Company at the time of booking. The Company may adjust the quotation to allow for additional time or resources required to comply with such restrictions.
8. Excluded Goods
Unless expressly agreed in writing, the Company will not carry or handle:
any illegal, stolen or prohibited items
explosive, flammable or hazardous materials including gas cylinders, fuels, paints, chemicals or solvents
live animals, plants or perishable goods
jewellery, cash, bonds, securities or other high value personal items
items requiring specialist handling or transport permits.
If such items are included without the Companys knowledge, the Company shall not be liable for any loss, damage or delay arising from their presence, and the Customer shall indemnify the Company against any resulting claims, damages or expenses.
9. Liability for Loss and Damage
The Company will exercise reasonable care and skill in handling and transporting the Goods. However, liability is subject to the limitations set out in this clause.
The Company shall not be liable for loss or damage to Goods unless it was caused by negligence or breach of contract by the Company, its employees or agents.
The Companys liability for loss of or damage to Goods shall in any event be limited to a reasonable repair or replacement cost, subject to any overall cap notified to the Customer and subject to proof of value.
The Company shall not be liable for:
pre existing damage, wear or defect to any Goods
damage to furniture or items that are not adequately packed where packing was the Customers responsibility
damage to items that were unsuitable for transport or that disintegrated due to their nature or condition
loss arising from war, terrorism, natural disasters or similar events beyond the Companys reasonable control.
The Customer must notify the Company in writing of any visible loss or damage to Goods as soon as reasonably practicable and in any event within seven days of completion of the services. The Company may inspect the Goods and may require evidence of value and photographs before considering any claim.
10. Limits of Liability for Property and Premises
The Company will take reasonable care to avoid damage to property, including buildings, fixtures and fittings. However, the Company shall not be liable for:
damage resulting from moving Goods under the Customers express instruction against the advice of the Company
damage to premises where the Customer has failed to protect vulnerable surfaces, unless the Company specifically agreed to provide such protection
minor marks or scuffs to walls, floors or ceilings that are commensurate with normal moving activities.
Any alleged damage to premises must be reported to the Company in writing as soon as possible and in any event within seven days of completion of the services.
11. Waste, Disposal and Recycling
The Company operates in accordance with applicable United Kingdom waste and environmental regulations. Where the service includes removal and disposal of unwanted items, the following conditions apply.
The Company will only transport and dispose of waste at authorised waste transfer stations or facilities and will comply with relevant duty of care requirements.
The Customer is responsible for accurately describing any waste to be removed and for ensuring that no hazardous or controlled waste is presented without prior written agreement. Additional charges may apply for such materials, where lawful and appropriate to handle.
The Company reserves the right to refuse to remove any waste that it reasonably believes to be hazardous, illegal or unsuitable for handling within its usual operations.
Charges for disposal will be included in the quotation where possible or otherwise confirmed to the Customer. Where disposal weight or volume exceeds that reasonably anticipated, additional charges may be applied.
12. Delays Outside Our Control
The Company will use reasonable endeavours to perform the services within the estimated or agreed time. However, certain delays may be outside the Companys control, including but not limited to traffic congestion, accidents, adverse weather, road closures, police operations, security incidents or access restrictions imposed by third parties.
The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of earnings, missed appointments or penalties, resulting from delays outside its reasonable control.
13. Insurance
The Company maintains insurance appropriate to the nature of its business, including public liability and, where applicable, cover for Goods in transit. Details of cover, including any limits or exclusions, are available on request.
The Customer remains responsible for maintaining their own insurance for high value items and for any additional cover required over and above the standard cover operated by the Company.
14. Complaints and Disputes
If the Customer is dissatisfied with any aspect of the services, the Customer should raise the issue with the Company as soon as practicable so that it may be investigated and, where possible, resolved promptly.
Formal complaints should be submitted in writing, providing full details of the issue, relevant dates, addresses, and any supporting evidence. The Company will review the complaint and respond within a reasonable timeframe.
Both parties agree to attempt to resolve disputes amicably in the first instance. If a dispute cannot be resolved informally, either party may pursue any legal remedies available under the governing law set out in these Terms and Conditions.
15. Data Protection and Privacy
The Company will collect and process personal data provided by the Customer only for the purposes of providing the services, administration, and meeting legal or regulatory obligations.
The Company will take reasonable steps to protect the confidentiality and security of the Customers personal information and will not sell or disclose it to third parties other than as required to deliver the services or comply with legal requirements.
16. Variation and Severability
The Company may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking unless otherwise agreed in writing.
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter 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 out of or in connection with these Terms and Conditions or the provision of the services.
18. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation issued by the Company, constitute the entire agreement between the Company and the Customer relating to the services and supersede any prior discussions, correspondence or representations.
No variation of these Terms and Conditions shall be effective unless made in writing and signed or otherwise expressly agreed by an authorised representative of the Company.
