Willesden Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Willesden Removals provides removal and related services 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 making a booking.

1. Definitions

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

Company means Willesden Removals, the removal services provider.

Customer means the person, firm or company who requests or receives services from the Company.

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

Goods means all personal effects, furniture, business items or other property that the Company is asked to move, handle, store or otherwise deal with.

Contract means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by the Company.

2. Scope of Services

The Company provides domestic and commercial removal services, including loading, transportation, unloading, and, where agreed, packing and unpacking. Services are provided within the UK, with a focus on residential and business moves in the wider Willesden and London area and other reachable locations.

Any specific Services to be provided and the locations to and from which Goods are to be moved will be set out in the Company’s written quotation or booking confirmation.

3. Booking Process

3.1 Enquiries may be made by telephone, online form, or other approved channels. The Company may offer an estimate based on information provided by the Customer or following a survey of the premises.

3.2 Any estimate or quotation is based on the information supplied at the time, including the volume of Goods, access conditions, parking, distance, and any special requirements. The Customer must provide accurate and complete information. The Company reserves the right to amend quotations if the information supplied proves to be incomplete or inaccurate.

3.3 A booking is only confirmed when the Customer has expressly accepted the quotation issued by the Company, and the Company has sent a written confirmation of the booking. Until confirmation is issued, dates and times remain subject to availability.

3.4 The Customer is responsible for ensuring that the date, time, addresses, and services stated in the confirmation are correct. Any requested changes must be agreed in writing and may affect the price.

4. Estimates and Quotations

4.1 Unless otherwise stated, quotations are valid for 30 days from the date of issue. After this period, the Company may revise or withdraw the quotation.

4.2 Quotations do not include insurance, customs duties, parking charges, tolls, congestion or clean air zone charges, or fees for permits unless expressly stated. Where such charges are incurred in carrying out the Services, the Customer will be responsible for paying them or reimbursing the Company.

4.3 The Company may increase the quoted price if:

a. the work is not carried out within three months of the quotation date;

b. the volume of Goods, nature of items, or Services required differ from those originally described;

c. access conditions are significantly worse than stated, including but not limited to long carrying distances, stair access instead of lift access, or restricted parking;

d. delays occur due to circumstances beyond the Company’s reasonable control, such as delayed key release, legal completion issues, or traffic restrictions;

e. additional services are requested on the day of the move.

5. Customer Responsibilities

5.1 The Customer must ensure that:

a. all Goods are properly packed, secured, and ready for transport unless the Company has agreed to provide packing services;

b. items requiring dismantling or disconnection are prepared in advance, unless dismantling has been expressly included in the Services;

c. fragile and valuable items are clearly identified and, where appropriate, separately packed;

d. all necessary keys, access codes, and contact details are made available to the Company on the day;

e. suitable parking arrangements are made at all collection and delivery addresses, and any required permits are obtained by the Customer unless otherwise agreed in writing.

5.2 The Customer must not ask the Company to move or handle prohibited or dangerous items, including but not limited to:

a. flammable, explosive or corrosive materials;

b. gas cylinders or fuel containers containing fuel;

c. illegal substances or items;

d. perishable foodstuffs intended for long-term storage;

e. animals or live plants, unless specifically agreed in advance.

5.3 The Customer warrants that they are the owner of the Goods or have full authority from the owner to enter into the Contract and permit the Company to perform the Services.

6. Payments

6.1 Unless otherwise agreed in writing, payment for Services is due in full in advance of the move date, or on such terms as are specified in the quotation or booking confirmation.

6.2 The Company may require a non-refundable or partly refundable deposit at the time of booking. Your booking is not guaranteed until the required deposit is received.

6.3 Payment methods and due dates will be detailed in the booking confirmation. The Company reserves the right to refuse to commence or continue Services where payment has not been received in accordance with the agreed terms.

6.4 If payment is not made when due, the Company may charge interest on overdue amounts at the statutory rate applicable under UK law until payment is received in full, and may suspend or cancel any further Services.

7. Cancellations and Amendments

7.1 The Customer may cancel or amend a booking by giving written notice to the Company. The following cancellation charges may apply:

a. More than 10 working days before the booked date: no cancellation charge, but any non-refundable third-party costs incurred may be retained.

b. Between 5 and 10 working days before the booked date: up to 50 percent of the quoted price may be charged.

c. Less than 5 working days before the booked date: up to 100 percent of the quoted price may be charged.

7.2 If the Customer changes the move date or the scope of Services, the Company will use reasonable efforts to accommodate the change but cannot guarantee availability. Changes may result in revised pricing.

7.3 The Company may cancel or postpone the Services due to circumstances beyond its reasonable control, including but not limited to adverse weather, road closures, industrial action, mechanical failure, or illness. In such cases, the Company will rearrange the Services at the earliest reasonable opportunity. The Company will not be liable for any consequential losses arising from such cancellation or postponement.

8. Access, Parking and Delays

8.1 The Customer is responsible for ensuring safe and adequate access to all premises at both collection and delivery points. The Company is entitled to refuse to carry out Services where it considers access to be unsafe or likely to cause damage to property or vehicles.

8.2 The Customer is responsible for arranging any necessary parking permits or authorisations. The Customer will be liable for any fines or penalties incurred as a result of inadequate parking arrangements, unless caused by the Company’s negligence.

8.3 If delays occur due to matters beyond the Company’s control, including but not limited to waiting for keys, unprepared Goods, or legal completion issues, the Company may charge a reasonable hourly rate for waiting time or additional labour.

9. Liability for Loss or Damage

9.1 The Company will exercise reasonable care and skill when providing the Services. However, the Company’s liability for loss or damage to Goods is limited as set out in this section.

9.2 The Company will not be liable for:

a. loss or damage resulting from inherent defects, natural deterioration, or pre-existing damage;

b. damage to items that are not adequately packed by the Customer, unless packing services were provided by the Company;

c. damage to furniture or items where the Customer insisted on moving items that the Company advised were unsuitable for the move in their existing state;

d. loss or damage to jewellery, watches, precious metals, money, important documents, or items of exceptional value unless specifically declared to and accepted by the Company in writing before the move;

e. loss of data or software on computers, hard drives, or electronic devices;

f. minor cosmetic damage to premises or Goods where access is tight and the Customer has been advised of the risk.

9.3 The Company’s total liability for loss or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable market value of the affected item or a per-job liability cap stated in the quotation, whichever is lower, unless separate arrangements for extended cover have been agreed in writing.

9.4 The Company is not liable for any indirect or consequential loss, including loss of profit, loss of use, or loss of opportunity arising out of or in connection with the Services.

9.5 The Customer must inspect the Goods and premises as soon as reasonably practicable on completion of the Services. Any visible loss or damage must be reported to the Company in writing within a reasonable period, normally not later than seven days from the move date. Failure to notify within this period may affect the Company’s ability to investigate and may reduce or prevent any liability.

10. Exclusions and Customer Packed Goods

10.1 Where the Customer packs the Goods, the Company will not be responsible for damage arising from defective or inadequate packing, including the use of unsuitable containers or materials.

10.2 The Company may refuse to move Goods that it reasonably believes to be unsafe, illegal, or likely to cause damage to other Goods, property, or persons.

11. Waste and Environmental Regulations

11.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste disposal contractor and will not remove or dispose of household, construction, or hazardous waste unless expressly and separately agreed in advance and in compliance with relevant regulations.

11.2 Any request for the removal or disposal of unwanted items must be clearly agreed as a separate service, and additional charges may apply. The Customer must accurately describe the nature and quantity of items for disposal.

11.3 The Customer must not present for removal any prohibited or regulated waste, including but not limited to asbestos, clinical waste, chemicals, solvents, paint, gas bottles, or other hazardous materials. If such items are found among the Goods, the Company may refuse to carry them and may charge for any costs incurred in handling or returning them.

11.4 Where the Company agrees to dispose of items on the Customer’s behalf, it will use licensed facilities or partners where required by law. Title in such items transfers to the Company at the point of collection solely for the purpose of lawful disposal or recycling.

12. Insurance and Risk

12.1 The Company maintains appropriate insurance policies in relation to its vehicles and business operations. This does not replace the Customer’s responsibility to maintain adequate insurance for their own Goods.

12.2 Risk in the Goods remains with the Customer at all times, except during periods when the Goods are in the physical custody and control of the Company for the purpose of providing the Services.

12.3 The Customer is encouraged to arrange additional insurance cover where Goods are of particularly high value, fragile, or irreplaceable.

13. Complaints

13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be addressed promptly.

13.2 The Company will review the complaint, request any relevant evidence, and aim to provide a written response within a reasonable timeframe. Any remedy offered will be in accordance with these Terms and Conditions and applicable law.

14. Privacy and Data Protection

14.1 The Company collects and processes personal data such as names, addresses, and contact details for the purposes of providing Services, handling payments, and managing bookings.

14.2 Personal data will be handled in accordance with applicable UK data protection law. The Company will take reasonable steps to keep data secure and will not sell personal data to third parties.

15. Force Majeure

15.1 The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, natural disasters, war, terrorism, civil unrest, industrial disputes, or government restrictions.

16. Governing Law and Jurisdiction

16.1 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.

16.2 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 Services.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be deemed severed, and the remaining provisions shall continue in full force and effect.

17.2 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 right or remedy.

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

17.4 The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract unless changes are agreed in writing.