Removals Swiss Cottage Terms and Conditions
These Terms and Conditions set out the basis on which Removals Swiss Cottage provides household, office and related removal and relocation services. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Agreement means the contract between you and Removals Swiss Cottage for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation.
Goods means the items that you ask us to move, transport, pack, unpack, store, or otherwise handle as part of the services.
Services means any removal, packing, unpacking, dismantling, reassembly, loading, unloading, transportation, storage, or related services provided by us.
We, us and our refer to Removals Swiss Cottage.
You and your refer to the customer who requests or books the services, whether as an individual, company or other organisation.
2. Scope of Services
We provide local and regional removal services, including domestic and commercial moves, packing and unpacking assistance, furniture dismantling and reassembly, and related transport of goods. Any additional tasks beyond those described in our quotation or booking confirmation must be agreed in advance and may be subject to additional charges.
We reserve the right to decline to move any item which, in our reasonable opinion, is unsafe, illegal to transport, inadequately packed, excessively fragile, or likely to cause damage to other goods, property, vehicles, or persons.
3. Booking Process
3.1 Booking Request
You may request a quotation or make a booking through our online enquiry forms or other communication methods we make available. You are responsible for providing accurate and complete information about the property addresses, access conditions, the nature and quantity of goods, special items, and any other relevant circumstances.
3.2 Quotations
Unless stated otherwise, our quotations are based on the information you provide and on normal access conditions at both collection and delivery addresses. Quotations are usually given as either a fixed price or an hourly rate with a minimum booking period. If the information you supply is incomplete or inaccurate, or if conditions on the day differ significantly from those described, we may adjust our charges to reflect the extra time, labour, or resources required.
Quotations remain valid for a limited period, which we will specify in writing. After the expiry of that period, we may revise or withdraw the quotation.
3.3 Booking Confirmation
Your booking is not confirmed and no contract is formed until we issue written confirmation of the booking, which may be sent electronically. We may require a deposit at the time of booking. By paying the deposit or otherwise confirming the booking, you agree to these Terms and Conditions.
3.4 Changes to Bookings
Any changes to dates, times, addresses, or the nature of the services must be requested as early as possible. We will use reasonable efforts to accommodate changes but cannot guarantee availability. Changes may result in revised pricing, and any such changes will be confirmed in writing where possible.
4. Payments and Charges
4.1 Prices and Rates
Prices may be provided as a fixed fee or as an hourly rate, together with any applicable surcharges. Our charges take into account the size of the move, distance, number of staff, vehicle size, and any additional services such as packing materials or heavy-item handling.
4.2 Deposits
We may require a deposit to secure your booking. The amount and due date of the deposit will be stated in our quotation or booking confirmation. Deposits are usually non-refundable except as provided in the cancellation terms set out below.
4.3 Payment Terms
Unless otherwise agreed in writing, payment of the balance is due on or before completion of the services on the moving day. We may specify acceptable payment methods in advance. If payment is not made when due, we reserve the right to suspend services, retain goods in our possession, and apply late payment charges where permitted by law.
4.4 Additional Charges
Additional charges may apply in the following circumstances, without limitation:
a. Delays caused by you, your agents, or the circumstances at the collection or delivery address, including waiting time beyond what was reasonably anticipated.
b. Difficult access or restricted parking requiring longer carries, additional staff, special equipment, or extra time.
c. The need to move items not previously disclosed or a substantially larger volume of goods than originally described.
d. Work carried out outside normal working hours at your request.
e. The handling of exceptionally heavy, bulky, fragile, or high-value items which require special care or equipment.
Any such extra charges will be calculated according to our standard rates in force at the time and are payable in addition to the original quotation.
5. Cancellations and Postponements
5.1 Your Right to Cancel or Postpone
If you need to cancel or postpone your booking, you must notify us as soon as possible. Because we reserve time, vehicles and staff for your move, cancellation or postponement close to the scheduled date may incur charges.
5.2 Cancellation Charges
Unless otherwise agreed in writing, the following cancellation and postponement charges may apply:
a. If you cancel or postpone more than a specified number of working days before the booked date, your deposit may be refundable or transferable at our discretion.
b. If you cancel or postpone within a short period before the booked date, we may retain part or all of your deposit and, in some cases, charge an additional amount to reflect our lost opportunity to allocate those resources elsewhere.
The exact time frames and percentages, if not provided at the time of quotation, will be based on reasonable industry practice and will take into account the notice given and the nature of the booking.
5.3 Our Right to Cancel or Amend
We may cancel or amend your booking where it becomes impossible or impracticable to perform the services due to circumstances beyond our reasonable control, including but not limited to severe weather, road closures, mechanical breakdown, staff illness, or safety concerns. In such cases we will notify you as soon as reasonably possible and, where feasible, offer an alternative date or a refund of any amounts paid for services not provided. We will not be liable for any indirect or consequential loss arising from such cancellation or amendment.
6. Your Responsibilities
You agree to:
a. Ensure that adequate and lawful parking is arranged or available for our vehicles at both collection and delivery locations, and to pay or reimburse any parking charges or penalties incurred as a direct result of your instructions or failure to arrange appropriate parking.
b. Provide clear and accurate addresses, access instructions, and any relevant access codes or permissions.
c. Ensure that all goods are ready to be moved at the agreed time, unless packing services have been booked.
d. Properly prepare and secure appliances and equipment, including disconnecting, defrosting and draining them as necessary, unless you have arranged for a suitably qualified professional to perform this work.
e. Take all necessary steps to protect any items that you do not wish us to handle.
f. Comply with all applicable laws and regulations relating to the goods to be moved, including those relating to hazardous, illegal, or perishable items.
7. Excluded Items
Unless explicitly agreed in writing, we do not move or handle the following categories of items:
a. Explosive, flammable, corrosive, toxic, or otherwise hazardous materials.
b. Illegal goods or items whose possession or transport is prohibited by law.
c. Perishable goods requiring controlled temperature or rapid delivery.
d. Live animals, plants, or other living organisms.
e. Valuable items such as cash, jewellery, watches, important documents, artworks or collectibles of high value or special fragility that should be transported personally by you.
If you include any such items without our knowledge, you do so at your own risk and we will have no liability for loss of or damage to those items.
8. Liability and Insurance
8.1 Our Duty of Care
We will exercise reasonable care and skill in providing the services. However, our liability for loss or damage is limited as set out in this section.
8.2 Limitations of Liability
To the fullest extent permitted by law, our liability for loss of or damage to goods, or for any other loss arising out of or in connection with the services, whether in contract, tort, negligence or otherwise, shall be limited to a reasonable amount, taking into account the value of the goods and the price paid for the services. Specific limitations, caps, or insurance arrangements may be detailed in your quotation or booking confirmation.
We are not liable for:
a. Loss or damage caused by your failure to adequately pack or protect goods where you have chosen to pack them yourself.
b. Normal wear and tear, minor scuffs, or superficial marks occurring in the ordinary course of removal work.
c. Damage to goods where the condition of those goods, or their inherent defect, made them susceptible to damage, including but not limited to items with pre-existing defects.
d. Loss or damage arising from war, terrorism, civil commotion, natural disasters, or other events beyond our reasonable control.
e. Indirect or consequential loss, including loss of profit, loss of enjoyment, loss of business, or any similar damage.
8.3 Customer Insurance
You are strongly advised to arrange appropriate insurance cover for your goods during the removal process and any associated storage. Our standard charges do not include insurance for your goods unless specifically stated in writing.
8.4 Notification of Loss or Damage
You must notify us in writing of any apparent loss or damage to your goods or property as soon as possible, and in any event within a reasonable period after delivery or completion of the services. We may require evidence of the condition of the goods before and after the move, as well as reasonable proof of value.
9. Property Damage
We will take reasonable steps to avoid damage to property, including floors, walls, doors, and fixtures. However, removal work often involves moving large and heavy items through confined spaces. You should take any precautions you consider necessary, such as laying protective coverings or removing delicate fixtures.
If our staff cause damage to the property as a direct result of negligence, we will, at our option, arrange for repair, compensate you for the reasonable cost of repair, or make a proportionate reduction in our fee. Our liability will be subject to the same limitations and exclusions set out in these Terms and Conditions.
10. Waste and Disposal Regulations
10.1 Waste Handling
We are not a licensed waste carrier for general refuse unless explicitly stated. Any removal of waste, unwanted furniture, or household items for disposal is subject to applicable waste management and environmental regulations.
10.2 Prohibited Waste
We will not collect or dispose of hazardous, clinical, or controlled waste. You are responsible for ensuring that any items presented for removal and disposal are lawful to transport and dispose of, and that they do not contain prohibited substances.
10.3 Recycling and Disposal Charges
Where we agree to take items for recycling or disposal, additional charges may apply based on weight, volume, and the nature of the materials. These charges reflect transportation costs and the fees imposed by licensed waste and recycling facilities.
10.4 Environmental Compliance
We will transport any agreed items for disposal only to appropriately licensed and authorised facilities and will take reasonable steps to comply with local and national environmental and waste regulations.
11. Delays and Events Beyond Our Control
We will make reasonable efforts to carry out the services on the agreed date and within estimated time frames. However, times are approximate and may be affected by traffic, road conditions, weather, access issues, or other circumstances beyond our reasonable control.
If we are delayed or prevented from performing the services by an event beyond our control, we will notify you as soon as practicable and arrange a revised date or time as necessary. We shall not be liable for any loss or costs arising purely from such delay, provided we have taken reasonable steps to mitigate its effects.
12. Complaints and Disputes
If you are dissatisfied with any aspect of the services, you should raise the issue with us as soon as possible so that we have an opportunity to address your concerns. We may ask you to set out details of your complaint in writing, together with any supporting evidence.
We will review your complaint promptly and aim to respond within a reasonable timeframe. Both parties agree to attempt to resolve any dispute amicably before considering formal legal action.
13. Data Protection
We will process any personal data you provide in accordance with applicable data protection laws. We will use your information to manage your booking, provide the services, process payments, and meet legal and regulatory obligations. We may also use limited information to improve our services and for internal record-keeping. We will take reasonable steps to keep your data secure and will not sell your personal information to third parties.
14. Variation of Terms
We may update or amend these Terms and Conditions from time to time. The version in force at the time you confirm your booking will apply to your Agreement. Any changes to the key commercial terms set out in your quotation or booking confirmation will be agreed with you in writing.
15. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision will be deemed modified to the minimum extent necessary to make it valid and enforceable or, if that is not possible, deleted. The remaining provisions will continue in full force and effect.
16. 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. You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim, subject to any mandatory statutory rights you may have as a consumer.
By confirming a booking with Removals Swiss Cottage, you acknowledge that you have read, understood and agreed to these Terms and Conditions.
