Terms and Conditions

Acton Removal Company Service Terms and Conditions

These Terms and Conditions set out the basis on which we provide residential and commercial removal and associated services in Acton and surrounding areas. By placing a booking with us, you confirm that you have read, understood and agree to be bound by these Terms and Conditions. They form the entire agreement between you and us for the provision of the services described in your booking confirmation.

Definitions

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

Company means the removal company providing the services.

Customer means the person, firm or organisation who requests the services and is named on the booking confirmation.

Services means removal, packing, loading, transport, unloading, unpacking, and any related services agreed in writing.

Goods means the items that the Company agrees to move, pack, store, or otherwise handle.

Service Area means Acton and the surrounding districts as reasonably served by the Company.

Scope of Services

The Company provides home and office removals, packing services, loading and unloading, local transport of goods, and related services such as furniture disassembly and reassembly, as specifically agreed at the time of booking. Services are only provided within the United Kingdom and are subject to vehicle access and any local restrictions that may apply at the collection and delivery addresses.

Any services requested by the Customer and undertaken by the Company that are not explicitly included in the original quotation or booking confirmation may incur additional charges, which the Customer agrees to pay.

Booking Process

All bookings are subject to availability and are not confirmed until the Customer has accepted the quotation and received a booking confirmation from the Company. A quotation may be provided following an online enquiry, telephone discussion, or in-person or virtual survey.

The Customer must provide accurate and complete information, including but not limited to:

Full addresses for collection and delivery, including any access restrictions.

Accurate description and volume of goods to be moved.

Details of any fragile, high value, or unusual items.

Preferred service date and any time constraints.

Requirements for packing materials or packing services.

The Company reserves the right to amend or withdraw a quotation or refuse a booking where information provided by the Customer is incomplete, misleading, or significantly different from that discovered at the time of service.

By confirming a booking, the Customer warrants that they are the owner of the goods or are authorised by the owner to enter into this agreement and to accept these Terms and Conditions on the owner’s behalf.

Quotations and Pricing

Unless otherwise stated in writing, quotations are based on the information supplied by the Customer and are valid for a limited period from the date of issue. Quotations are exclusive of any parking charges, congestion charges, tolls, entry fees, or other third-party charges unless expressly stated.

The Company may adjust the price where:

The Customer’s requirements change.

Access at collection or delivery is significantly more difficult than described.

Additional work is requested, such as extra packing, dismantling, or additional trips.

Delays occur beyond the reasonable control of the Company, including but not limited to waiting for keys, delayed access, or prolonged loading and unloading times not caused by the Company.

Payments and Charges

Unless otherwise agreed in writing, payment terms are as follows:

For domestic moves, full payment is due in advance or on completion of the service on the same day.

For commercial or multi-day projects, staged payments or deposits may be required according to the booking confirmation.

The Company accepts the forms of payment listed in the quotation or invoice. The Customer is responsible for ensuring that funds are available and cleared by the due date.

Failure to make payment when due may result in any or all of the following:

Suspension or cancellation of the service.

Refusal to release goods until payment is received in full.

Application of reasonable interest or late payment charges as permitted by law.

Recovery of any legal or collection costs incurred in obtaining payment.

Deposits

The Company may require a deposit to secure the booking. The amount and due date of any deposit will be notified at the time of booking. Deposits are generally non-refundable except where the Company cancels the service without offering a reasonable alternative date, or where cancellation provisions expressly state otherwise.

Cancellations and Amendments

The Customer may cancel or amend a booking by providing reasonable written notice to the Company. The following conditions will normally apply unless otherwise specified in the booking confirmation:

Cancellations made more than seven days before the booked service date may be accepted without charge, subject to any non-refundable deposit conditions.

Cancellations made between seven days and 48 hours before the service date may incur a cancellation fee up to a reasonable percentage of the quoted price to cover scheduling and administrative costs.

Cancellations made less than 48 hours before the service date may be charged at up to the full quoted price, including loss of deposit.

Where the Customer requests changes such as different dates, addresses, or significantly altered scope of work, the Company cannot guarantee availability and reserves the right to revise the quotation and any applicable charges. If the Customer does not accept the revised quotation, the change may be treated as a cancellation.

Customer Responsibilities

The Customer agrees to:

Ensure the Company has access to the property and suitable parking for the vehicle for the entire duration of the service.

Obtain and pay for any parking permits, suspension of parking bays, or permissions required at collection and delivery addresses.

Pack all goods safely and suitably, unless the Company has agreed to provide packing services.

Secure or remove fixtures, fittings, and appliances not intended to be moved.

Ensure that all goods to be moved are made available, properly labelled where necessary, and not left in locked cupboards or outbuildings without access.

Be present or appoint a representative at both collection and delivery to direct the Company and sign any relevant documentation.

Exclusions and Prohibited Items

Unless expressly agreed in writing, the Company will not carry or handle:

Hazardous, flammable, explosive, or illegal items.

Perishable goods or items requiring specific temperature control.

Animals, plants, or living organisms.

Jewellery, cash, bonds, securities, or other high-value personal items.

Valuable artworks, antiques, or items of exceptional value beyond any stated liability limit without prior disclosure and agreement.

If such items are transported without the Company’s knowledge, the Company shall have no liability for loss or damage to them and the Customer shall indemnify the Company against any resulting claims, penalties, or costs.

Liability and Limitations

The Company will exercise reasonable care and skill in handling, packing, and transporting goods. However, liability is subject to the following limitations:

The Company is not liable for any loss or damage arising from circumstances beyond its reasonable control including, but not limited to, weather conditions, road closures, traffic congestion, accidents not caused by the Company, or acts of third parties.

The Company does not accept liability for wear and tear, minor scuffs, or damage to items that were already defective or not in a fit state to be moved.

The Company is not liable for damage to goods packed by the Customer or to flat-pack items that were not disassembled prior to the move unless the Company carried out packing or dismantling.

Where liability is accepted, it shall be limited to a reasonable cost of repair or replacement, subject to a maximum amount per item or per job as stated in the booking confirmation or the Company’s insurance policy. The Customer may request details of any applicable insurance cover.

Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, or any other liability which cannot be excluded under applicable law.

Claims and Notification of Loss or Damage

The Customer must inspect goods as soon as reasonably possible upon delivery. Any loss or damage allegedly caused by the Company must be notified to the Company in writing as soon as is practical and in any event within a reasonable period after delivery. The Customer must provide appropriate details, photographs, and access for inspection so that the Company can assess the claim.

Failure to notify within a reasonable period may affect the Company’s ability to properly investigate and handle the claim and may result in reduced or rejected liability where this is permitted by law.

Property Damage and Access

The Company will take reasonable care to avoid causing damage to property, including buildings, fixtures, and fittings. The Customer accepts that movement of large or heavy items through confined spaces may pose a risk of damage and must ensure that floors, walls, and doorways are suitably protected where necessary.

The Company is not liable for damage caused where the Customer or their representative insists that items are moved through spaces that are clearly too small or unsuitable, or where the Customer fails to take reasonable protective measures.

Waste, Disposal, and Environmental Regulations

The Company complies with relevant waste and environmental regulations in the United Kingdom. The Customer must not request the Company to dispose of waste or unwanted items in any unlawful manner.

Where the Company agrees to remove and dispose of items, this will be treated as a separate service and may incur additional charges based on weight, volume, and type of materials. Certain items may require special handling or licensed disposal and cannot be taken without prior agreement.

The Customer is responsible for clearly identifying any items that are to be disposed of and for ensuring that no valuable or wanted goods are included in waste materials. The Company is not liable for any loss of items that the Customer mixed with waste or instructed to be disposed of.

Delays, Postponements, and Failure to Perform

The Company will use reasonable endeavours to start and complete the service within agreed timeframes. However, all times are estimates and may be affected by traffic, weather, access, or other factors beyond the Company’s control. The Company shall not be liable for loss, expenses, or inconvenience arising from such delays.

If the Company is unable to perform or must significantly delay the service due to events beyond its reasonable control, it may offer an alternative date or partial refund as appropriate. This shall be the Customer’s sole remedy, subject always to applicable law.

Insurance

The Company maintains insurance appropriate to its activities as a removal operator, subject to policy terms, conditions, and exclusions. The Customer remains responsible for ensuring that they have suitable contents, transit, or business insurance for items of significant value or for additional protection not covered by the Company’s standard liability arrangements.

Data Protection and Privacy

The Company will collect and use personal data from the Customer only as necessary to provide removal and associated services, process bookings, and comply with legal obligations. The Company will take reasonable steps to keep personal data secure and will not sell or disclose it to third parties except where required to provide the services, handle claims, or comply with law.

Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, their subject matter, or formation, shall be governed by and construed in accordance with the laws of England and Wales.

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 their subject matter.

Severability

If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.

Amendments to Terms and Conditions

The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking unless changes are required by law or by regulatory authorities. Customers are advised to review the current Terms and Conditions prior to confirming a new booking.

Entire Agreement

These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the services. No other statement, promise, or representation, whether written or oral, shall be binding unless expressly incorporated in writing.