Terms and Conditions

Westminster Removal Company Terms and Conditions

These Terms and Conditions set out the basis on which we provide removal and associated services to private and business customers. 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 words have the meanings set out below:

Agreement means the contract between you and us for the provision of services, comprising these Terms and Conditions and any written quotation or booking confirmation issued by us.

We, us, our means the removal company providing the services.

You, your means the customer who requests and pays for the services.

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

Goods means the items, belongings, furniture, equipment, or other property to be moved, handled, or stored by us as part of the services.

Service area means the locations in which we agree to operate, which typically includes Westminster and surrounding areas, as set out in our quotation or booking confirmation.

2. Booking Process

2.1 You may request a quotation by providing accurate details of the property, access, inventory, locations, and any special requirements. Quotations are based on the information you provide and may change if that information is incomplete or inaccurate.

2.2 A booking is only confirmed when we issue a written confirmation. Verbal quotations or informal discussions do not constitute a binding agreement.

2.3 You are responsible for ensuring that all details on the quotation and booking confirmation are correct, including addresses, dates, times, access instructions, and any additional services requested.

2.4 If you require any changes to your booking, you must notify us as soon as possible. Changes are subject to our availability and may result in an adjusted quotation or additional charges.

2.5 Where applicable, you must arrange any parking, loading bay reservations, or permits required at both collection and delivery addresses. Failure to do so may cause delays and additional charges.

3. Services and Access

3.1 We will provide the services with reasonable care and skill, using appropriately trained personnel and suitable vehicles and equipment for domestic and commercial removals within our service area.

3.2 You must ensure that we have suitable and safe access to the property, including clear hallways, staircases, lifts, and loading areas, and that the property is ready for removal on the agreed date and time.

3.3 You must inform us in advance of:

a) Any restricted access, parking limitations, low bridges, tight corners, or height, width, or weight restrictions that may affect our vehicles.

b) Any fragile, valuable, oversized, or unusually heavy items, including pianos, safes, antiques, or specialist equipment.

c) Any items that require dismantling or special handling.

3.4 We may make reasonable additional charges where access is more difficult than anticipated, where there are additional flights of stairs, long carrying distances, or the need for extra staff or equipment not included in the original quotation.

3.5 We reserve the right to refuse to move any item that we reasonably consider to be unsafe, illegal, inadequately packed, or likely to cause damage to property, other goods, or our staff.

4. Your Responsibilities

4.1 You are responsible for:

a) Properly packing and securing your goods unless you have specifically booked our packing service.

b) Ensuring that all goods to be moved are ready and available at the time of collection.

c) Supervising the loading and unloading of goods where reasonably possible, or appointing a representative to do so on your behalf.

d) Checking that nothing is left behind at the collection address and that all goods are correctly delivered at the destination.

4.2 You must remove or secure any fixtures, fittings, or appliances that require specialist disconnection or reinstallation. We do not undertake plumbing, electrical, or gas disconnections or reconnections.

4.3 You must not include in the goods any items that are prohibited or dangerous, including but not limited to flammable materials, explosives, gas cylinders, chemicals, corrosive substances, firearms, ammunition, perishable food, or live animals.

5. Payments and Charges

5.1 Our charges are based on the services outlined in the quotation and any additional services agreed with you. Prices may be calculated by factors such as time, volume, distance, labour required, and any supplementary services.

5.2 Unless otherwise stated in writing, payment terms are as follows:

a) A deposit may be required at the time of booking to secure the date.

b) The balance is payable on or before the day of the removal service, prior to completion of unloading.

5.3 We accept payment by the methods described in your quotation or booking confirmation. You are responsible for ensuring that cleared funds are available on or before the due date.

5.4 If payment is not received when due, we may:

a) Suspend or withhold services, including retention of goods until payment is made.

b) Charge reasonable interest on overdue amounts, in accordance with applicable UK law.

c) Recover from you any costs incurred in pursuing late or unpaid sums, including legal or debt recovery fees.

5.5 Any parking fines, congestion charges, tolls, or similar costs that arise directly from the provision of the services may be added to your final bill where such costs are due to circumstances beyond our control.

6. Cancellations and Postponements

6.1 If you wish to cancel or postpone your booking, you must notify us as early as possible. Your right to a refund or liability for charges will depend on the notice given.

6.2 Unless otherwise stated in writing, the following will normally apply:

a) If you cancel more than seven working days before the scheduled service date, any deposit paid may be refunded, subject to a reasonable administration fee.

b) If you cancel within seven working days but more than two working days before the scheduled service date, we may retain part or all of the deposit to cover our costs and loss of bookings.

c) If you cancel within two working days of the service date, or on the day of the service, you may be liable for up to 100 percent of the quoted charges.

6.3 If you request a postponement, we will try to accommodate your new preferred date, subject to availability. Changes to dates or times may result in revised quotations or additional charges.

6.4 We may cancel or postpone the services if:

a) You fail to pay any required deposit or prepayment.

b) You provide incomplete or misleading information that materially affects the services.

c) Access or conditions at the property are unsafe or significantly different from those described.

d) Events outside our reasonable control prevent us from carrying out the services, such as severe weather, road closures, accidents, or industrial action.

7. Liability and Insurance

7.1 We will take reasonable care of your goods while they are in our possession. Our liability for loss or damage is, however, limited as set out in this section.

7.2 We are not liable for any loss or damage that occurs:

a) As a result of your failure to properly pack and protect goods where packing is your responsibility.

b) Due to defects in the goods or normal wear and tear.

c) In respect of items that are fragile, valuable, or easily damaged, such as glass, china, artwork, electronics, jewellery, or cash, unless you have specifically declared them and we have agreed special arrangements in writing.

d) As a result of your failure to disconnect or properly prepare appliances or fixtures.

e) Due to circumstances beyond our reasonable control, including but not limited to accidents, theft, fire, flood, or acts of third parties.

7.3 Our total liability for loss of or damage to goods, whether arising from breach of contract, negligence, or otherwise, shall be limited to a reasonable sum, which may be specified in your quotation or any applicable insurance cover we hold.

7.4 You may arrange additional insurance for your goods at your own expense if you wish to increase the level of protection above our standard liability.

7.5 We are not liable for any indirect or consequential loss, including loss of profit, loss of use, or loss of enjoyment, arising from delay, damage, or failure to perform the services, except to the extent that such liability cannot be excluded under UK law.

7.6 Any claim for loss or damage must be notified to us in writing as soon as you become aware of the issue and in any event within a reasonable time after completion of the services, so that we have an opportunity to investigate.

8. Time Limits and Delays

8.1 We will use reasonable efforts to carry out the services on the agreed date and within any estimated time frame. However, all times are approximate and not guaranteed, as delays can arise from traffic conditions, access issues, or previous jobs over-running.

8.2 We are not liable for any losses you may incur due to delays, including missed appointments, additional accommodation costs, or related expenses, unless such loss is directly caused by our negligence and could reasonably have been foreseen.

8.3 You should not schedule critical events, such as property completion appointments or handovers, too close to the estimated removal times, and should allow adequate contingency.

9. Waste, Disposal and Environmental Regulations

9.1 We operate in accordance with relevant UK waste and environmental regulations. We are not a general waste carrier and will only remove items for disposal where this has been agreed as part of the services.

9.2 You must clearly identify any items to be disposed of and confirm that you have the right to authorize their removal. We may refuse to take items that are hazardous, prohibited, or which cannot legally be transported or disposed of by us.

9.3 Where disposal services are provided, we will use appropriate facilities such as recycling centres or licensed waste sites, in line with applicable regulations for the area in which we operate.

9.4 Additional charges may apply for disposal of bulky items, electrical goods, mattresses, or other items that incur specific recycling or waste management fees.

9.5 You are responsible for any penalties or costs arising from your failure to disclose that items are hazardous or subject to special disposal rules.

10. Complaints and Dispute Resolution

10.1 If you are dissatisfied with any aspect of our services, you should raise your concerns as soon as possible with a member of our team so that we can attempt to resolve the issue promptly.

10.2 If your concern is not resolved on the day, you should submit a written complaint within a reasonable time of the service date, setting out the nature of the issue and any supporting information.

10.3 We will review your complaint and respond within a reasonable time frame, explaining our findings and any proposed resolution. We may request additional information to assist our investigation.

11. Data Protection and Privacy

11.1 We will collect and use your personal information only for the purposes of providing our services, managing your booking, processing payments, and fulfilling our legal obligations.

11.2 We will take reasonable steps to keep your personal information secure and will not share it with third parties except where necessary for the performance of the services, compliance with legal requirements, or with your consent.

12. General Provisions

12.1 We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your agreement with us.

12.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

12.3 You may not assign or transfer your rights or obligations under this Agreement without our prior written consent.

12.4 No failure or delay by us in exercising any right or remedy under this Agreement shall operate as a waiver of that right or remedy.

13. Governing Law and Jurisdiction

13.1 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.

13.2 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 this Agreement or its subject matter.

By confirming a booking or using our removal services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.