Terms and Conditions

Service Terms and Conditions for Putney Removal Company

These Terms and Conditions set out the basis on which we provide household and commercial removal, transport and associated services. By making a booking or allowing our team to begin work, you agree to be bound by these Terms and Conditions. You should read them carefully before confirming any service.

1. Definitions and Interpretation

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

Customer means the individual, partnership, company or other organisation that requests or receives our services.

We, us, our means the removal company providing services under these Terms and Conditions.

Services means any removal, packing, loading, transport, unloading, storage, clearance or related services we agree to provide.

Goods means any items, belongings or materials that we move, handle, store or dispose of for you.

Contract means the agreement between you and us for the supply of services, incorporating these Terms and Conditions and any written quotation or booking confirmation.

Service Area means the locations in which we operate, including Putney and surrounding districts, as may vary from time to time.

2. Scope of Services

We provide domestic and commercial removal and associated services, including but not limited to packing, loading, transport, unloading and, where expressly agreed, temporary storage and waste removal relating to removals. Our obligation is to exercise reasonable skill and care in providing the services.

The exact scope of the services for each job will be set out in our quotation or booking confirmation. Any services not expressly included will be treated as additional services and may incur extra charges.

3. Booking Process

You may request a quotation by phone, online or in writing. Any quotation is an invitation to treat and does not constitute a binding offer until accepted by you and confirmed by us.

To make a booking, you must provide accurate details of the collection and delivery addresses, access conditions, property type, number of rooms, volume or list of goods, preferred dates, any special handling requirements and any relevant restrictions such as parking or time limits. Our quotation is based on the information you provide and our assessment during any survey visit.

A booking is only confirmed when we issue a booking confirmation. We reserve the right to decline a booking or to cancel a provisional booking if the required deposit or payment is not received within the timeframe specified in the quotation or confirmation.

You must notify us as soon as possible if any information given at the time of quotation or booking changes, including changes to dates, addresses, access arrangements or the nature or quantity of goods. We may adjust the price, availability or timing of the services accordingly.

4. Quotations and Pricing

Unless expressly stated otherwise, quotations are based on our current rates, the details supplied by you and, where applicable, an inspection of the premises or goods. Quotations are usually valid for a limited period stated in the quotation and may be withdrawn or revised if not accepted within that period.

Our charges may take into account factors such as distance, volume or weight of goods, number of staff required, access conditions, parking arrangements, stairs, lifts, restrictions on working hours, and any special packing or handling needs. If on the day of the service the actual conditions differ significantly from those described or reasonably anticipated, we may charge additional fees to cover the extra time, labour, equipment, waiting time or parking costs.

Unless stated otherwise, our prices include standard transport and labour charges. They do not include insurance for goods beyond the limited liability set out in these Terms and Conditions, nor do they include any customs duties, tolls, permits or third-party charges, which remain your responsibility unless otherwise agreed.

5. Payments

We may require a deposit at the time of booking. The amount and due date will be stated in the quotation or booking confirmation. No booking is secure until the deposit, if required, has been received.

Unless otherwise agreed in writing, the balance of the charges is due before or on the day of the service and in any event before unloading is completed. We reserve the right to withhold services or to retain goods until full payment has been received and cleared.

We accept the payment methods specified by us from time to time. You are responsible for ensuring that any payment details you provide are accurate and that sufficient funds are available.

If payment is not made when due, we may charge interest on the overdue amount at the statutory rate until payment is received in full. We may also recover from you all reasonable costs and expenses incurred in recovering overdue sums.

6. Cancellations, Postponements and Amendments

You may cancel or postpone your booking by giving us written or verbal notice. However, we may apply a cancellation or postponement charge, calculated as a percentage of the agreed price, depending on the notice period. Details of any applicable charges will be provided in your quotation or booking confirmation or on request.

If you cancel on the scheduled day of the service or after our team has departed for your premises, we reserve the right to charge up to the full quoted price to cover our costs.

If you wish to amend the date, time or scope of the services, we will make reasonable efforts to accommodate the change but cannot guarantee availability. Any amendments may result in a revised price.

We may cancel or suspend the services at any time, without liability, if you fail to pay any sum when due, if you materially breach these Terms and Conditions, or if we are unable to carry out the services safely or lawfully due to circumstances beyond our reasonable control, including severe weather, road closures, accidents, strikes, or denial of access.

7. Customer Responsibilities

You must ensure that we and our staff have safe and reasonable access to the premises at all relevant times, including adequate parking arrangements in accordance with local regulations. Any parking charges, permits or fines arising from insufficient arrangements or inaccurate information may be charged to you.

You are responsible for preparing your property and goods for removal, including securing or disconnecting appliances, defrosting fridges and freezers, and ensuring that all goods to be moved are suitably packed unless we have agreed to provide packing services.

You must remove all items that are prohibited or hazardous, including but not limited to flammable substances, explosives, illegal items, cash, jewellery, important documents and perishable goods, unless we have expressly agreed in writing to carry such items.

You are responsible for complying with any leasehold, freehold, building management or local authority rules that may affect our ability to carry out the services, including booking lift times and loading bay access where applicable.

8. Excluded Goods and Restrictions

We do not transport or handle live animals, plants of high sensitivity, illegal goods, firearms, explosives, flammable or corrosive substances, or waste materials except in accordance with the waste regulations section below.

If you submit any excluded goods without our knowledge or consent, you do so at your own risk and we accept no liability for loss or damage. You will also be responsible for any loss, damage, expense or legal consequences that we incur as a result.

9. Liability for Loss or Damage

We will exercise reasonable skill and care in handling, packing, transporting and delivering your goods. However, our liability for any loss of or damage to goods, or for any delay, is subject to the limitations set out in this section and in section 10.

We will not be liable for loss or damage arising from your failure to adequately pack goods when packing is your responsibility, normal wear and tear, inherent defects, atmospheric or climatic conditions, vermin, or changes in temperature.

We will not be liable for loss of or damage to fragile items such as glass, china, pictures, electronics or valuables unless we have packed them or specifically agreed to handle them with extra care and you have declared their nature and value in advance.

Any claim for loss or damage must be notified to us in writing as soon as reasonably practicable and, in any event, within a reasonable time after completion of the services or discovery of the damage. You must allow us a reasonable opportunity to inspect the goods and investigate the circumstances.

10. Limits of Liability

To the fullest extent permitted by law, our total liability for loss of or damage to goods, and for any other loss or damage arising out of or in connection with the services, whether in contract, tort or otherwise, shall be limited to a reasonable sum proportionate to the price paid for the services concerned, subject to any specific caps notified to you in writing.

We will not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, loss of use, or any loss not reasonably foreseeable at the time of entering into the contract.

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

11. Time Limits and Delays

We will use reasonable efforts to carry out the services within the agreed timescales. However, any times and dates provided are estimates only and may be affected by traffic, weather, access issues or other factors beyond our reasonable control.

We will not be liable for any delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control, including but not limited to acts of God, accidents, road closures, strikes, security alerts, or the actions or omissions of third parties.

12. Waste Regulations and Disposal

We operate in accordance with applicable waste and environmental regulations. We are not a general refuse collection service and will only remove waste or unwanted items as part of a removal or clearance service where this has been expressly agreed in advance.

We may refuse to remove any items that we consider to be hazardous, prohibited, contaminated or not suitable for transport, or where we reasonably believe that removal would breach environmental or waste laws.

Where we agree to remove waste or unwanted items, we will do so using lawful and appropriate disposal routes. You warrant that any waste we remove belongs to you and that you have the right to authorise its disposal. You remain responsible for any penalties, costs or claims arising from false declarations or the inclusion of prohibited materials.

13. Insurance

We maintain insurance cover in respect of our legal liabilities, subject to the terms and exclusions of the relevant policy. Our liability to you remains limited as set out in these Terms and Conditions.

You are encouraged to arrange your own additional insurance for goods in transit or storage if you require wider cover or higher limits than those provided by our standard liability.

14. Storage Services

Where we agree to store goods on your behalf, the terms of storage, including charges, access arrangements and notice periods, will be set out separately or in an addendum to these Terms and Conditions. We may require all storage charges to be paid in advance.

We may exercise a lien over any goods stored or held by us for all sums due and unpaid under the contract. If sums remain unpaid after reasonable notice, we may sell or dispose of some or all of the goods in accordance with applicable law and apply the proceeds towards the outstanding amounts and any reasonable costs of sale or disposal.

15. Complaints

If you are dissatisfied with any aspect of our services, you should raise the issue with our team as soon as possible so that we have the opportunity to address it promptly. If the matter is not resolved to your satisfaction, you may submit a formal complaint in writing. We will investigate and respond within a reasonable timeframe.

16. Data Protection

We will handle your personal information in accordance with applicable data protection laws. We will use your details to manage your booking, provide the services, process payments and, where permitted, to contact you about related services. We will not sell your personal data to third parties.

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 or formation, shall be governed by and construed in accordance with the laws of England and Wales.

You and we 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 or formation, save that we may bring proceedings in any other jurisdiction for the purposes of enforcing our rights, including debt recovery.

18. General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy, and no single or partial exercise shall prevent any further exercise of that or any other right or remedy.

You may not assign or transfer any of your rights or obligations under the contract without our prior written consent. We may assign or subcontract some or all of our rights and obligations at any time, provided that this does not reduce the level of service you receive.

These Terms and Conditions, together with any quotation and booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions, correspondence or understandings.