Terms and Conditions

Richmond upon Thames Movers Terms and Conditions

These Terms and Conditions set out the basis on which Richmond upon Thames Movers provides household and commercial removal, relocation, packing, storage coordination, and related services. By booking or using our services you agree to be bound by these Terms and Conditions. You should read them carefully before placing a booking.

1. Definitions

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

Company means Richmond upon Thames Movers, the removal service provider.

Customer means the individual, business, or organisation that places a booking with the Company.

Goods means the items of property to be packed, moved, transported, handled, or stored under these Terms and Conditions.

Services means any removal, packing, loading, unloading, transportation, delivery, labour-only move, or associated service supplied by the Company.

Service Area means the areas in which the Company operates, including but not limited to Richmond upon Thames and surrounding locations.

2. Scope of Services

The Company provides local and regional removals, including but not limited to domestic moves, office relocations, internal moves, packing and unpacking assistance, loading and unloading, and coordination of storage where agreed in writing. The exact scope of the Services will be set out in the booking confirmation, quote, or written agreement between the Company and the Customer.

Any additional work requested on the day of service that falls outside the agreed scope is subject to availability and may incur extra charges. The Company reserves the right to refuse to carry out any work that it reasonably considers unsafe, illegal, or beyond the capability of its staff or equipment.

3. Quotations

All quotations are based on the information provided by the Customer, including property access details, volume of Goods, special handling requirements, and distance of travel. Quotations are normally provided as estimates and are not binding if the information supplied by the Customer is incomplete or inaccurate.

Unless otherwise stated, quotations do not include insurance, packing materials, dismantling or reassembly of furniture, disconnection or reconnection of appliances, parking charges, tolls, congestion charges, or disposal fees.

The Company reserves the right to amend a quotation or apply additional charges if:

1. The Customer requests additional Services or amendments.

2. Access to the property is significantly different to that described, including stairs, lifts, parking distance, or restrictions.

3. The volume or weight of Goods exceeds the amount originally stated.

4. Delays outside the Company's control extend the duration of the job, including but not limited to waiting for keys, third-party contractors, or building management.

4. Booking Process

A booking is made when the Customer accepts the Company's quotation or agrees to a service proposal, and the Company confirms availability and acceptance, whether verbally or in writing. The Company may require certain details at the time of booking, including names, addresses, access information, and approximate inventory.

The Company may request a deposit to secure the booking. The deposit amount and payment deadline will be specified at the time of booking. Until any required deposit is received, the Company is under no obligation to reserve a vehicle, team, or specific date.

The Customer is responsible for checking the booking confirmation carefully and notifying the Company promptly of any inaccuracies or required changes. Changes are subject to the Company's agreement and may affect the price.

5. Customer Obligations

The Customer agrees to:

1. Provide accurate information about the Goods, property access, and any potential difficulties.

2. Arrange suitable parking for the Company's vehicles and obtain any necessary permissions or permits.

3. Ensure that all Goods to be moved are properly packed, unless packing services have been agreed in the booking.

4. Securely disconnect, defrost, and prepare appliances before the arrival of the Company's team, unless agreed otherwise.

5. Be present or provide an authorised representative during loading and unloading to direct the placement of Goods and sign documentation.

6. Check that nothing is left behind at the origin property before the Company departs.

If the Customer fails to fulfil these obligations, the Company may charge additional fees, refuse to carry out certain tasks, or terminate the service where necessary for safety, legal, or operational reasons.

6. Payments and Charges

The Customer agrees to pay all charges for the Services in accordance with the agreed quotation, rate card, or written arrangement with the Company.

Payment terms will be communicated at the time of booking. The Company may require full payment in advance, a deposit with the balance payable on completion, or another agreed schedule. Time-based rates may apply for certain services, and any waiting time or delays caused by the Customer may be chargeable.

If the Customer fails to make payment when due, the Company may:

1. Suspend or refuse to begin Services.

2. Retain Goods until payment is received in full, where lawful to do so.

3. Charge interest on overdue sums at a reasonable commercial rate from the due date until payment is received.

All fees are exclusive of any applicable taxes or charges required by law, unless expressly stated otherwise.

7. Cancellations and Postponements

If the Customer wishes to cancel or postpone a booking, they must notify the Company as soon as possible. Cancellation charges may apply as follows, unless otherwise stated in writing:

1. Cancellation more than seven calendar days before the scheduled service date may incur no charge or a nominal administration fee, at the Company's discretion.

2. Cancellation between seven and two calendar days before the service date may result in a charge of up to 50 percent of the quoted price.

3. Cancellation less than two calendar days before the service date may be charged at up to 100 percent of the quoted price.

Where a deposit has been paid, it may be non-refundable or partially refundable, depending on how much notice of cancellation is given. The Company will confirm applicable terms at the time of booking.

The Company may cancel or postpone Services if:

1. The Customer has not paid any required amounts when due.

2. Access to the premises is unsafe, unlawful, significantly different from that described at booking, or otherwise unsuitable for the Services.

3. Severe weather, road closures, accidents, or events beyond the Company's control prevent performance.

In such cases, the Company will use reasonable efforts to offer an alternative date or solution but will not be liable for any indirect or consequential losses arising from cancellation or delay.

8. Access and Parking

The Customer must ensure that suitable access is available at both the collection and delivery addresses, including adequate space for parking and unloading. The Customer is responsible for any parking permits, authorisations, or permissions required by local authorities, building management, or third parties.

If the Company's vehicle receives a parking penalty as a direct result of following the Customer's instructions where no lawful alternative parking was reasonably available, the Customer may be required to reimburse the penalty charge and any associated reasonable costs.

The Company is not responsible for delays or additional costs arising from inadequate parking arrangements, restricted access, or building regulations that were not disclosed prior to booking.

9. Excluded Goods

Unless explicitly agreed in writing and subject to additional conditions, the Company does not transport or handle:

1. Hazardous, flammable, or explosive materials, including gas cylinders and fuel.

2. Illegal items or substances.

3. Perishable goods requiring controlled conditions.

4. Cash, jewellery, watches, precious metals, stones, or similar high-value items.

5. Important documents such as passports, securities, or financial instruments.

6. Animals or live plants that may be damaged in transit.

The Customer is responsible for ensuring that such Goods are not included in any boxes or containers handled by the Company. The Company shall have no liability for loss of or damage to any excluded Goods that are moved without its knowledge.

10. Liability for Loss or Damage

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

Unless a higher limit is agreed in writing and an additional charge may be paid, the Company's liability for any claim arising from loss of or damage to Goods, whether in contract, tort, or otherwise, shall not exceed a reasonable estimated value per item, subject to an overall cap linked to the total price of the Services for the relevant job.

The Company is not liable for:

1. Loss or damage arising from inherent defects, natural deterioration, or pre-existing damage.

2. Damage to items that are not adequately packed by the Customer, particularly fragile items.

3. Damage to furniture or Goods that require dismantling or reassembly, where such work was not undertaken by the Company.

4. Minor cosmetic damage, including superficial scratches or scuffs, that may occur despite reasonable care.

5. Loss or damage where the Customer or their representative signs to confirm that Goods were received in good condition and raises no concerns at that time.

The Company will not be responsible for any indirect, special, or consequential loss, including loss of profits, loss of opportunity, or loss of enjoyment, arising out of or in connection with the Services.

11. Claims and Notification

If the Customer believes that loss of or damage to Goods has occurred, they must notify the Company in writing as soon as reasonably possible. The Customer should provide details of the items affected, the nature of the damage, and supporting evidence, such as photographs.

Failure to report damage within a reasonable time may impair the Company's ability to investigate the claim and could affect any settlement. The Company may inspect the Goods, request further information, or make reasonable enquiries before determining liability.

12. Waste, Disposal, and Regulations

The Company is not a licensed waste carrier and does not operate as a general rubbish removal or waste disposal service. Any removal and disposal of unwanted items must be specifically agreed in advance and will be subject to additional charges and lawful disposal requirements.

The Customer must not request the Company to dispose of items in a manner that is contrary to local waste regulations, fly-tipping laws, or environmental rules. Where disposal services are agreed, the Company will use lawful and appropriate facilities for waste or recycling, in line with applicable regulations.

Hazardous or regulated waste, including chemicals, asbestos, medical waste, or certain electrical items, may require specialist handling that the Company does not provide. The Customer is responsible for arranging lawful disposal of such items through appropriate channels.

13. Insurance

The Company maintains appropriate insurance for its own legal liabilities in the provision of removal services. This does not necessarily cover the full value of the Customer's Goods. The Customer is encouraged to obtain their own insurance or check existing home or business insurance policies for moving cover.

Where additional cover is offered by the Company, the terms, limits, and exclusions of such cover will be provided separately and may be subject to extra charges.

14. Delays and Force Majeure

The Company will use reasonable efforts to perform the Services on the agreed date and within estimated timeframes. However, all arrival and completion times are estimates and not guaranteed.

The Company is not liable for delays or failure to perform caused by events beyond its reasonable control, including but not limited to severe weather, traffic incidents, road closures, mechanical breakdowns, public transport disruption, industrial action, or acts of authorities.

Where a delay occurs, the Company will aim to communicate with the Customer and, where feasible, propose a revised schedule or alternative arrangements. Any liability for delay is limited to a reasonable reduction in service charges where appropriate, and excludes indirect or consequential loss.

15. Health and Safety

The Company reserves the right to refuse to carry out any task that, in its reasonable opinion, would put staff, the Customer, or third parties at risk of injury or breach health and safety laws. This includes moving excessively heavy items without proper equipment, working in unsafe environments, or ignoring building safety rules.

The Customer must inform the Company of any known hazards at the premises, such as structural issues, unsafe flooring, or restricted access areas, and must keep children, pets, and unnecessary persons away from active work areas while the Services are being performed.

16. Data Protection and Privacy

The Company may collect and process personal data about the Customer for the purpose of providing quotations, managing bookings, performing Services, and handling payments and claims. The Company will handle such data in accordance with applicable data protection laws and use it only for legitimate business purposes.

The Customer has the right to access certain personal information held about them and to request corrections where data is inaccurate, subject to legal limitations.

17. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services, whether in contract, tort, or otherwise, shall be governed by and construed in accordance with the laws of England and Wales.

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.

18. General Provisions

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

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede all prior discussions, correspondence, or understandings regarding their subject matter.