Movers Chiswick Terms and Conditions of Service

These Terms and Conditions set out the agreement between Movers Chiswick, referred to in this document as we, us or our, and any individual or organisation that engages us to provide moving, packing, storage coordination, clearance or related services, referred to as you or the customer. By booking or using our services, you accept and agree to be bound by these Terms and Conditions.

1. Definitions

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

Services means any removal, relocation, packing, unpacking, loading, unloading, furniture assembly or disassembly, clearance, or related services we agree to provide.

Goods means the items, belongings, furniture, equipment or other property that you ask us to move, handle, or otherwise deal with.

Contract means the binding agreement between you and us, comprising these Terms and Conditions together with the specific details agreed at the time of booking.

2. Scope of Services

We provide residential and commercial removal and associated services within our operating area and to other destinations as agreed. The exact scope of services for each job, including origin and destination addresses, date, time, number of operatives, vehicle size, and any additional services such as packing or furniture assembly, will be confirmed at the time of booking.

We reserve the right to refuse to carry certain items, including but not limited to hazardous materials, illegal goods, perishable items, cash and high-value items, and any item that we reasonably consider to present a risk to health, safety, property, or legal compliance.

3. Booking Process

You may request a quotation for our services by providing accurate and complete information about your move, including addresses, property type, access details, list of items, special handling requirements, and any time constraints. Quotations are based on the information you provide and are subject to revision if that information is incomplete or inaccurate.

A booking is only confirmed when we have issued a written confirmation, which may be in the form of a booking confirmation document or similar communication, and you have accepted the quotation and any required deposit or prepayment has been received by us where applicable.

We may request photographs, inventories, or a site visit to assess access, parking, and the volume or nature of goods. You are responsible for informing us of any matters that may affect the safe and efficient provision of the services, including restricted access, parking limitations, lift access, narrow staircases, fragile items, or unusually heavy or bulky items.

4. Quotations and Pricing

Unless otherwise specified, quotations are provided either as fixed price quotations based on the information supplied, or on an hourly rate basis for the vehicle and team size specified. The type of quotation will be clearly set out in your booking confirmation. Any additional work not included in the original scope, such as extra items, additional journeys, delays caused by you, or services on extra floors without lift access, may incur additional charges.

Quotations do not include insurance beyond our standard liability, customs fees, parking fines, tolls, storage costs, packing materials unless specified, or any third-party charges. Where we incur additional costs due to your instructions or due to circumstances beyond our reasonable control, we may add these to your final invoice.

5. Customer Responsibilities

You are responsible for ensuring that:

All information you provide is accurate, complete, and up to date at the time of booking and prior to the service date.

All goods are properly packed, protected, and ready for transport unless you have booked a packing service.

All goods are owned by you or you have full authority from the owner to move them.

Parking permissions or permits are arranged in good time, or that suitable, legal parking is available for our vehicles.

Access to the property is safe, unobstructed, and available at the agreed times.

All appliances are disconnected, defrosted, and drained before moving, unless otherwise agreed.

You or your authorised representative are present at the collection and delivery addresses to direct the placement of goods and sign relevant documentation.

6. Payments and Charges

Payment terms will be confirmed at the time of booking. We may require a deposit or full prepayment to secure your booking, particularly for larger moves or peak times. Any remaining balances are due in accordance with your booking confirmation and, unless otherwise agreed, must be settled immediately upon completion of the services.

We accept the forms of payment specified in your booking confirmation. We reserve the right to refuse to release goods or to cease services if payment is not made when due. Interest may be charged on overdue amounts at the statutory rate or at a rate notified to you at the time of booking, accruing daily until payment is made in full.

Where services are provided on an hourly rate basis, the chargeable time starts from the arrival of our team at the first address and ends when the last item is unloaded at the final address, rounded in accordance with the charging intervals stated in your booking confirmation. Waiting times caused by factors outside our control, including but not limited to delays in access, key collection, or completion of legal formalities, may be chargeable.

7. Cancellations and Changes

You may cancel or amend your booking by giving us notice. The applicable cancellation and amendment terms will depend on the notice period you provide prior to the scheduled service start time.

If you cancel with sufficient notice as specified in your booking confirmation, any deposit may be refunded or applied to a future booking at our discretion. If you cancel with shorter notice, a cancellation fee may be charged, up to the full quoted price, to cover our costs and loss of opportunity.

Requests to change the date, time, or scope of services are subject to availability and may lead to a revised quotation. Where we are unable to accommodate changes, and you choose to cancel, the cancellation policy will apply.

We reserve the right to cancel or suspend services due to events beyond our reasonable control, such as extreme weather, road closures, vehicle breakdowns, industrial action, illness, or safety concerns. In such cases we will seek to rearrange the service at the earliest convenient time. Our liability will be limited to refunding any prepayments for services not provided, and we will not be responsible for indirect or consequential losses arising from such cancellations.

8. Access, Parking and Restrictions

You are responsible for ensuring that suitable parking is available for our vehicles at both collection and delivery addresses, and that any necessary permits or authorisations are arranged in advance. If we incur parking charges or penalties while acting in accordance with your instructions or due to insufficient arrangements, these may be added to your final bill.

You must inform us of any access restrictions, such as height limits, narrow roads, time-limited loading bays, controlled parking zones, or restrictions imposed by building management. If we are unable to park or access the property safely, we may either cancel the service and apply the relevant cancellation charges or agree additional charges for any extra time, walking distances, or shuttle services required.

9. Packing and Preparation of Goods

If you have booked a packing service, we will use reasonable care in packing your goods using appropriate materials. However, you remain responsible for informing us of any particularly fragile, high-value, or delicate items that require special handling or additional protection.

If you undertake your own packing, you are responsible for ensuring that cartons and containers are suitable for the goods they contain and are securely closed and labelled. We will not be liable for damage arising from inadequate or inappropriate packing carried out by anyone other than our team, or for items left in drawers, cupboards, or appliances unless explicitly agreed.

10. Exclusions and Prohibited Items

We do not accept for transport any hazardous or prohibited goods including but not limited to explosives, flammable or corrosive substances, gases, firearms, munitions, illegal drugs, stolen goods, live animals or plants, perishables requiring temperature-controlled storage, or items that may attract pests.

We strongly advise that you do not send cash, jewellery, watches, precious metals, important documents, or items of exceptional value with the general consignment. Such items are carried at your sole risk unless we have explicitly agreed in writing to handle them and you have arranged appropriate insurance.

11. Liability for Loss or Damage

We will exercise reasonable care and skill in providing our services. Our liability for loss of or damage to goods, property, or premises arising from our negligence or breach of contract is limited as set out in this section.

We are not liable for loss or damage resulting from inherent defects, pre-existing damage, wear and tear, atmospheric or climatic conditions, normal handling, or your failure to adequately protect or prepare the goods. We are not responsible for damage to items that are brittle, fragile, poorly assembled, or not designed to be moved once assembled, including flat-pack furniture, where such damage is not due to our negligence.

Our total liability for any claim, whether arising from loss, damage, delay, or other cause, shall not exceed a reasonable cost of repair or replacement of the affected items, subject to any monetary limits notified to you at the time of booking. We are not liable for indirect or consequential losses such as loss of profit, loss of business, emotional distress, or loss arising from delay or missed appointments.

Any loss or damage must be notified to us in writing as soon as reasonably practicable, and in any event within the time limit specified in your booking confirmation or, where none is specified, within seven days of the service date. You must allow us a reasonable opportunity to inspect any alleged damage before repair or disposal.

12. Insurance

We maintain cover appropriate for our operations, subject to the terms, conditions, and exclusions of the relevant policies. Our standard charges do not include additional insurance beyond that cover. You are strongly advised to arrange your own insurance to cover the full value of your goods and any specific risks associated with your move.

13. Waste and Environmental Regulations

Where our services include removal of unwanted items or clearance of premises, we will handle waste in compliance with applicable waste and environmental regulations. We only dispose of items at authorised facilities and will not fly-tip or dispose of waste unlawfully.

You must not present hazardous waste, clinical waste, or restricted materials for collection unless we have explicitly agreed to handle such materials in compliance with applicable requirements. Additional charges may apply for specialist disposal and for items that incur higher recycling or landfill costs.

We may decline to remove items that we reasonably suspect to be contaminated, unsafe, or in breach of legal or environmental regulations. You are responsible for ensuring that any items presented for clearance can lawfully be disposed of and that you have authority to do so.

14. Delays and Events Beyond Our Control

We will use reasonable endeavours to carry out our services at the agreed date and time. However, arrival and completion times are estimates and may be affected by traffic, weather, access issues, or other factors beyond our reasonable control. We are not liable for delays caused by such events, provided we have taken reasonable steps to avoid or mitigate them.

If we are significantly delayed or prevented from performing the services due to circumstances beyond our control, we may reschedule the services or, if performance is no longer feasible, cancel the contract and refund any prepayments for services not provided. This will be your sole remedy for such delays or cancellation.

15. Complaints and Dispute Resolution

If you have any concern or complaint about our services, you should notify us as soon as possible, providing full details and supporting information. We will investigate your complaint and aim to respond within a reasonable period.

We encourage you to attempt to resolve any dispute with us amicably and in good faith. If a dispute cannot be resolved directly, either party may consider alternative dispute resolution options, although this does not restrict your right to pursue legal remedies through the courts.

16. Data Protection and Privacy

We will collect and process personal data about you only as necessary to provide our services, manage your booking, take payment, and meet legal obligations. We will handle your information in a secure manner and will not sell your details to third parties.

We may share your information with insurers, legal advisers, and other service providers where this is required to deliver our services or manage claims. By using our services, you consent to such use of your personal data, subject to applicable data protection laws.

17. Variation of Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking, or as agreed in subsequent written correspondence, will apply to your contract. Any variation to these terms must be agreed in writing by us.

18. Severability

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be severed from the remaining terms, which will continue to be valid and enforceable to the fullest extent permitted by law.

19. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with any services we provide, 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 dispute or claim arising from or in connection with these Terms and Conditions or the services provided under them.

20. Entire Agreement

These Terms and Conditions, together with any written quotation or booking confirmation we provide, constitute the entire agreement between you and us in relation to the services. You acknowledge that you have not relied on any statement, promise, or representation that is not set out in this agreement.

By confirming your booking or allowing the services to commence, you agree that you have read, understood, and accepted these Terms and Conditions in full.