Roehampton Removal Company Service Terms and Conditions

These Terms and Conditions set out the basis on which Roehampton Removal Company provides removal and related services to domestic and commercial customers. By making a booking or allowing work to commence, you agree that these Terms and Conditions apply to the services supplied. Please read them carefully before confirming your booking.

1. Definitions

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

Customer means the individual, company, or organisation requesting or receiving removal or related services from Roehampton Removal Company.

Company means Roehampton Removal Company, the service provider.

Services means removal, packing, storage handling, loading, unloading, transportation, and any associated services agreed in writing between the Company and the Customer.

Quotation means the written or electronic estimate of charges provided by the Company for the Services.

Contract means the agreement between the Company and the Customer incorporating these Terms and Conditions and any Quotation accepted by the Customer.

Goods means the items, belongings, furniture, equipment, and other property that are the subject of the Services.

2. Scope of Services

The Company provides domestic and commercial removal services, including but not limited to packing, loading, transportation, unloading, and where agreed, temporary storage handling. Services are subject to availability and may be limited to certain vehicle sizes, access conditions, and operating hours.

The Company reserves the right to decline to provide Services where the nature of the Goods, access conditions, safety concerns, or legal restrictions make the work unsuitable or unsafe, or where it would require special licences or consents that have not been obtained.

3. Booking Process

3.1 Initial enquiries

The Customer may request an estimate or quotation by providing full and accurate information regarding the property, access conditions, volume and type of Goods, and any special requirements, including packing, dismantling, or heavy and bulky items.

3.2 Quotations

All Quotations are based on the information supplied by the Customer at the time of enquiry. Quotations may be provided following a site visit, video survey, or detailed description given by the Customer. Quotations are not binding on the Company if the information supplied is incomplete, misleading, or subsequently changes.

Unless otherwise stated in writing, Quotations are valid for 30 days from the date of issue and are subject to the availability of resources and vehicles at the time the Customer confirms the booking.

3.3 Acceptance and confirmation

A booking is only confirmed when the Customer has accepted the Quotation, agreed to these Terms and Conditions, and, where required, paid any deposit requested by the Company. The Company may also issue a booking confirmation setting out the agreed date, time window, and scope of work.

Any changes requested by the Customer after confirmation, including changes to dates, addresses, access, volume of items, or additional services, are subject to availability and may result in an adjusted Quotation and additional charges.

4. Customer Responsibilities

The Customer must:

a. Provide accurate and complete information regarding the nature and quantity of the Goods, access at collection and delivery addresses, parking conditions, and any restrictions such as narrow roads, stairs, lifts, or loading limits.

b. Arrange appropriate parking permits, loading permissions, or access authorisations required for the Company to carry out the Services at both collection and delivery locations.

c. Ensure that all Goods are made available for removal on the agreed date and time and that the premises are accessible and safe for the Company team.

d. Properly prepare and pack Goods where packing is not included in the Services, ensuring fragile items are protected and boxes are securely closed and labelled.

e. Remove and safely dispose of any hazardous, flammable, illegal, or prohibited items prior to the move. The Company is not permitted to transport such items.

f. Be present or represented by an authorised person at collection and delivery addresses to provide access, instructions, and final approval of the work carried out.

5. Payments and Charges

5.1 Pricing

Charges are based on factors including the volume or weight of Goods, distance between addresses, access conditions, number of staff required, and any additional services such as packing or dismantling. The Quotation will outline the anticipated charges based on information available at the time.

5.2 Deposits

The Company may require a deposit to secure a booking. Deposits will be detailed in the Quotation or booking confirmation. Deposits are generally non-refundable, subject to the cancellation terms set out in these Terms and Conditions.

5.3 Balance payments

Unless otherwise agreed in writing, the balance of all charges is payable no later than on completion of the Services on the moving day. The Company may request full payment prior to the removal date for certain bookings, including long-distance moves, storage handling, or high-value consignments.

5.4 Payment methods

Accepted payment methods will be advised by the Company and may include card payments, bank transfers, or other cashless payment methods. The Company is under no obligation to accept cash payments and may refuse to commence or continue Services if cleared funds have not been received.

5.5 Late or non-payment

If the Customer fails to pay any amount due under the Contract, the Company may:

a. Suspend or refuse to complete the Services until payment is received.

b. Charge reasonable interest on overdue amounts.

c. Retain Goods in its possession as security for payment until all outstanding sums are settled.

6. Cancellations and Postponements

6.1 Customer cancellations

If the Customer wishes to cancel or postpone the Services, they must notify the Company as soon as possible. The following charges may apply, unless otherwise agreed in writing:

a. More than 10 working days before the scheduled move date: loss of deposit only.

b. Between 5 and 10 working days before the scheduled move date: up to 50 percent of the quoted charges.

c. Less than 5 working days before the scheduled move date: up to 75 percent of the quoted charges.

d. On the scheduled move date or upon arrival of the team: up to 100 percent of the quoted charges.

The Company will act reasonably in applying cancellation charges, taking into account any re-booking and the ability to allocate resources to other work.

6.2 Company cancellations

The Company reserves the right to cancel or postpone Services in the event of circumstances beyond its reasonable control, including severe weather, accidents, illness, vehicle breakdown, road closures, safety concerns, or legal restrictions. In such cases, the Company will notify the Customer as soon as reasonably practicable and will offer an alternative date where possible. The Company will not be liable for any consequential losses arising from such cancellation or postponement, but any deposit or prepayment for Services not provided will be refunded or carried forward by agreement.

7. Access, Parking, and Delays

The Customer is responsible for ensuring suitable parking and access for the Company vehicles at both collection and delivery addresses. Any parking charges or fines arising from inadequate arrangements or instructions provided by the Customer may be added to the final invoice.

Where delays occur due to reasons outside the Companys control, including waiting for keys, delayed access, or incomplete packing by the Customer, the Company may charge waiting time at its standard hourly rates.

The Company is not responsible for delays caused by traffic, roadworks, accidents, adverse weather, or other external factors, but will take reasonable steps to minimise disruption and communicate with the Customer where possible.

8. Excluded and Restricted Items

The Company does not accept for removal or transport any of the following items, unless expressly agreed in writing in advance:

a. Explosives, firearms, ammunition, or weapons.

b. Flammable, corrosive, toxic, or hazardous materials including gas cylinders, paints, solvents, or chemicals.

c. Perishable goods or items requiring temperature-controlled environments.

d. Illegal items or substances, or items for which the Customer has no legal title or authority to move.

e. Precious stones, jewellery, cash, important legal documents, or items of exceptional value unless declared and agreed in writing, and appropriate liability arrangements are in place.

If such items are transported without the Companys knowledge or consent, the Company accepts no liability for loss, damage, or consequences arising from their carriage, and the Customer will indemnify the Company against any resulting claims, losses, or expenses.

9. Liability and Limitations

9.1 Duty of care

The Company will exercise reasonable care and skill in providing the Services and handling the Goods. However, the Companys liability is subject to the limitations set out in this section.

9.2 Liability for loss or damage

Subject to the exclusions and limitations below, the Company will, at its option, repair, replace, or compensate for physical loss of or damage to Goods caused by the Companys negligence while the Goods are in its custody and control.

The Companys liability for any single item, package, or carton is limited to a reasonable amount per item, unless a higher value has been declared by the Customer and agreed in writing, with any additional charges for enhanced liability accepted and paid.

9.3 Excluded liability

The Company is not liable for:

a. Loss or damage arising from inherent defects, pre-existing damage, wear and tear, or the fragile nature of Goods.

b. Loss or damage to self-packed items where the packing was not carried out by the Company.

c. Damage to furniture or items that were dismantled or reassembled by the Customer or a third party.

d. Loss or damage to Goods that are not adequately packed, protected, or made safe where packing services were not requested.

e. Loss of data or records contained on electronic devices, computers, or storage media.

f. Indirect or consequential loss, including loss of profits, income, opportunity, or enjoyment.

9.4 Time limits for claims

The Customer must inspect the Goods on delivery and notify the Company in writing of any apparent loss or damage as soon as reasonably practicable and, in any event, within 7 days of the completion of the Services. Failure to do so may affect the ability to investigate and may limit or extinguish the Companys liability.

10. Insurance

The Company maintains appropriate business insurance to support its activities as a removal service provider. This may include public liability and goods in transit cover, subject to policy terms, conditions, and exclusions.

The Customer remains responsible for ensuring that they have adequate insurance in place to cover the full value of the Goods and any specific risks not covered by the Companys standard liability. The Customer is encouraged to check their household or business insurance policies and, where necessary, arrange additional cover for high-value or sensitive items.

11. Waste and Environmental Regulations

11.1 Waste handling

The Company is not a waste disposal contractor and does not provide services for the removal of general household waste, rubble, garden waste, hazardous waste, or large volumes of unwanted items unless this has been expressly agreed in advance as an additional service.

Where the Company agrees to remove unwanted items, these will be handled in accordance with applicable waste and environmental regulations. Any fees for disposal, recycling, or transfer to authorised facilities will be added to the Customers charges.

11.2 Duty of care

The Customer must not request the Company to dispose of items illegally or in ways that breach environmental or waste management regulations. The Company reserves the right to refuse the removal or disposal of items that are not suitable for transport or would require a specific waste carrier licence or special handling.

11.3 Reuse and recycling

Where practical, the Company aims to promote reuse and recycling of materials such as packing cartons and protective materials. The Customer may ask the Company about options for reusing or collecting used packing materials after the move, subject to availability and additional charges where applicable.

12. Complaints Procedure

If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the team on the day where possible, to give the Company an opportunity to resolve the matter promptly. If the issue cannot be resolved on-site, the Customer should submit a written complaint detailing the concerns and any supporting evidence within a reasonable time after completion of the Services.

The Company will acknowledge and investigate complaints in a fair and timely manner and will aim to provide a written response outlining findings and any proposed resolutions.

13. Data Protection and Privacy

The Company collects and processes personal data necessary for the provision of Services, including names, addresses, contact details, and service details. This information is used to manage bookings, perform the Services, process payments, and maintain records for legal and accounting purposes.

The Company will store personal data securely and will not sell or share it with third parties except where required by law or where necessary to deliver the Services, such as working with subcontractors or payment providers. Customers may request access to their personal data and ask for corrections where data is inaccurate.

14. Termination

Either party may terminate the Contract prior to the scheduled move date by providing written notice, subject to the cancellation charges outlined in these Terms and Conditions. The Company may terminate the Contract or cease work immediately where the Customer is in material breach of these Terms, fails to make payment when due, or where safety, legal, or ethical concerns prevent the Services from continuing.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any Contract entered into with the Company, are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with the Services or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. General Provisions

16.1 Entire agreement

These Terms and Conditions, together with any Quotation or written confirmation issued by the Company, constitute the entire agreement between the parties and supersede any previous understandings or representations.

16.2 Variations

No amendment or variation to these Terms and Conditions will be binding unless agreed in writing by an authorised representative of the Company.

16.3 Severability

If any provision of these Terms and Conditions is held to be invalid or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect.

16.4 Assignment

The Company may assign or subcontract all or part of the Services to competent third parties where necessary, while remaining responsible for the performance of the Contract. The Customer may not assign their rights or obligations under the Contract without the prior written consent of the Company.

By confirming a booking or allowing the Services to proceed, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.