Hackney Removal Company Service Terms and Conditions

These Terms and Conditions set out the basis on which our removal company provides household and commercial moving, packing, storage and associated services in Hackney and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

Company means the removal company providing the services.

Client means the individual, business or organisation that books or uses the services.

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

Premises means any property from or to which the Services are carried out, including access roads, communal areas and external spaces.

Goods means any items, belongings or property that the Company is requested to move, handle, store, or otherwise deal with.

2. Scope of Services

The Company provides local and regional removal and related services from and to addresses in and around Hackney, as well as to other locations as agreed in writing. The exact scope of the Services will be described in the quotation or confirmation provided to the Client.

Unless expressly agreed in writing, the Services do not include plumbing, electrical work, specialist installation, disconnection or reconnection of appliances, removal of doors or windows, or structural alterations at any Premises.

The Company may use its own vehicles and staff or may engage selected subcontractors to perform part or all of the Services. In all cases, the Services will be provided with reasonable care and skill.

3. Quotations and Estimates

Any quotation or estimate is based on the information provided by the Client at the time of enquiry, including property size, volume and nature of Goods, access conditions, parking arrangements, and any special requirements.

The Company reserves the right to amend or withdraw a quotation if:

The Client has provided incomplete or inaccurate information.

The scope of work changes, including additional Goods, floors, rooms, or destinations.

Access is more difficult than reasonably anticipated, for example due to long carries, stairs, narrow doorways, restricted parking, or time-limited loading bays.

Delays occur beyond the reasonable control of the Company, including delayed key release or issues with third parties.

All quotations are exclusive of charges such as congestion charges, tolls, ferry costs, parking fees, and permits, unless explicitly stated otherwise. These additional costs shall be payable by the Client.

4. Booking Process

A booking will only be deemed confirmed when the Client has accepted the quotation, agreed to these Terms and Conditions, and paid any required deposit as specified by the Company.

Bookings may be made in writing or by other communication methods accepted by the Company. The Company may request written confirmation of any verbal instructions.

The Client is responsible for checking that all details in the quotation or booking confirmation are accurate, including dates, addresses, contact details, and the description of the Services. Any discrepancies must be notified to the Company as soon as reasonably possible.

The Company reserves the right to refuse or cancel any booking at its sole discretion where it reasonably believes the job cannot be undertaken safely, lawfully, or within the resources available.

5. Client Responsibilities

The Client agrees to:

Provide accurate and complete information at the quotation and booking stages.

Ensure that the Premises are safe, suitably lit and accessible for the Company, its staff, vehicles and subcontractors.

Arrange suitable parking and, where necessary, any permits, suspensions or permissions required for loading and unloading at both the collection and delivery addresses.

Ensure that all Goods are suitably packed and prepared for transport, unless packing services have been specifically requested and agreed.

Arrange proper insurance cover for high value items where required, and declare such items to the Company in advance.

Be present or represented by an authorised person at the Premises during the performance of the Services, to provide instructions, check items, and sign any relevant documents.

The Client must not request the Company to move, handle or dispose of any illegal, dangerous, perishable, or prohibited items, including but not limited to flammable materials, explosives, gas bottles, corrosive substances, live animals, or waste not suitable for normal transport.

6. Payments and Charges

Unless otherwise agreed in writing, all charges are payable by the Client in full on or before the day the Services are provided.

The Company may require a deposit to secure the booking. Deposits are usually non-refundable unless cancellation terms below expressly apply.

Payment methods accepted will be specified by the Company and may include bank transfer, card payment or other recognised methods. The Company does not accept payment by cash where this would be contrary to applicable regulations or its internal policies.

If payment is not made when due, the Company may:

Refuse to commence or continue the Services.

Retain possession of any Goods until all outstanding sums have been paid in full, exercising a lien over such Goods.

Charge interest on overdue amounts at the statutory rate from the due date until payment is received in full.

All prices are quoted exclusive of any applicable taxes or charges unless stated otherwise. Where applicable, taxes will be added at the prevailing rate.

7. Cancellations and Changes

The Client may cancel or amend a booking by giving notice to the Company. The following cancellation charges may apply, unless otherwise agreed in writing.

More than seven calendar days before the scheduled Services: deposit may be refunded or transferred at the discretion of the Company, save for any unrecoverable costs incurred.

Between seven and two calendar days before the scheduled Services: up to fifty percent of the quoted price may be payable.

Less than two calendar days before the scheduled Services or on the day of service: up to one hundred percent of the quoted price may be payable.

Where the Client changes the date, addresses, size of the job, or scope of work, the Company may adjust the quotation and charges accordingly. The Company is not obliged to accommodate changes but will use reasonable efforts to do so.

If the Company must cancel or significantly change the booking due to circumstances beyond its reasonable control, such as severe weather, vehicle breakdown, staff illness, accidents, road closures, or safety concerns, it will notify the Client as soon as practicable. The Company will either rearrange the Services or offer a refund of any sums paid for Services not provided. The Company is not liable for any consequential losses arising from such cancellation or changes.

8. Access, Parking and Delays

The Client is responsible for ensuring adequate access for the Companys vehicles and staff at all relevant Premises. This includes arranging parking, providing access codes or keys where appropriate, and informing the Company of any restrictions in advance.

Where parking fees, fines or penalties are incurred as a direct result of the Clients failure to arrange suitable parking or to provide accurate information, such costs may be charged to the Client.

If the Services are delayed due to matters outside the reasonable control of the Company, including delayed key release, waiting for Client representatives, or third party delays, the Company may charge a waiting time fee or an additional hourly rate as specified in the quotation or standard tariff.

9. Liability and Limitations

The Company will exercise reasonable care and skill in handling and transporting the Goods. However, the Companys liability is subject to the limitations set out in this section.

The Company will not be liable for loss or damage arising from:

Insufficient or improper packing by the Client where packing services were not provided by the Company.

Normal wear and tear, minor scratches or scuffs, or deterioration due to age or inherent defects in the Goods.

Items that are fragile, valuable, or have a special sensitivity to movement, temperature, or humidity, where the Client has not expressly declared and agreed special handling with the Company in advance.

Loss or damage resulting from acts or omissions of the Client or third parties, including where the Client or their representatives assist with loading, unloading, packing or stacking.

Any delay in completion of the Services, unless such delay is directly and solely caused by the negligence of the Company.

The Companys total liability for any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the lesser of the cost of repairing or replacing the affected Goods and the total amount paid or payable for the Services in question. The Client is encouraged to maintain adequate insurance cover for their Goods at all times.

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

10. Claims and Complaints

Any visible loss or damage to Goods or property must be reported to the Company as soon as reasonably possible and in any event before the Company leaves the final Premises, where this is practical. In all cases, the Client must submit any formal complaint or claim in writing within seven calendar days of the Services being completed.

The Client must provide reasonable evidence to support any claim, including photographs, descriptions of the damage or loss, and any relevant purchase or valuation documents where available. The Company may inspect the damage or request access to the Goods and Premises before agreeing any remedy.

Failure to notify the Company within the required timescales may affect the ability of the Company to properly investigate the claim and may reduce or extinguish any liability it may otherwise have had.

11. Waste, Disposal and Environmental Regulations

The Company operates in accordance with applicable waste management and environmental regulations. Where the Services involve the removal, transport or disposal of unwanted items or waste, the following terms apply.

The Company will only remove and dispose of items that the Client has expressly instructed it to take and that are lawful and safe to transport. The Company may refuse to handle any items that are hazardous, contaminated, prohibited, or not suitable for transport under relevant regulations.

Where disposal services are provided, the Company will take items to an authorised disposal, recycling or transfer facility as appropriate. Any charges levied by such facilities, including by weight or type of material, may be passed on to the Client.

The Client remains responsible for any waste or items that the Company is not contracted to remove. The Client must not request the Company to fly-tip or dispose of waste illegally. If the Client insists on any unlawful action, the Company will refuse and may cancel the Services without refund.

The Client confirms that any items presented for disposal are their own property or that they have proper authority to dispose of them. The Company is not responsible for items that the Client mistakenly presents for disposal.

12. Insurance

The Company maintains appropriate insurance cover for its business operations as required by law and good industry practice. However, this cover may not extend to all risks or to the full value of the Clients Goods.

The Client is strongly advised to ensure that their own contents or business insurance covers the move and any temporary storage. Where the Client requires extended or specific cover, they should arrange this directly with their insurer.

13. Data Protection and Privacy

The Company collects and processes personal data relating to the Client for the purposes of providing the Services, administering bookings, processing payments, handling claims and complying with legal obligations.

The Company will handle personal data in a lawful, fair and transparent manner and will not sell or share such data with third parties other than as necessary to deliver the Services, comply with the law, or support legitimate business operations such as accountancy and insurance.

By using the Services, the Client consents to the processing of their personal data in accordance with applicable data protection laws. The Client may request access to, correction of, or deletion of their personal data where permitted by law.

14. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure is due to events beyond its reasonable control, including but not limited to extreme weather, natural disasters, accidents, road closures, civil unrest, strikes, pandemics, or governmental restrictions.

In such circumstances, the Company may suspend or cancel the Services, or rearrange them to a mutually suitable date. Any advance payments for Services not provided may be refunded or credited at the Companys discretion, less any reasonable costs incurred.

15. 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 out of or in connection with these Terms and Conditions or their subject matter.

16. General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed 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 operate as a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between the Client and the Company regarding the provision of the Services and supersede any prior agreements, understandings or arrangements, whether written or oral.

The Client may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations to another organisation as part of a business transfer or restructuring.

By confirming a booking or allowing the Services to commence, the Client acknowledges that they have read, understood and agreed to these Terms and Conditions.