These Terms and Conditions govern the provision of removal and associated services by Richmond upon Thames Removals to residential and commercial customers. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Richmond upon Thames Removals, the provider of removal and associated services.
1.2 "Customer" means the person, firm, or organisation booking or using the services of the Company.
1.3 "Services" means any removal, packing, unpacking, loading, unloading, storage, or related services provided by the Company.
1.4 "Quotation" means the written or electronic estimate given by the Company describing the Services to be provided and the price payable, based on the information supplied by the Customer.
1.5 "Premises" means any property or location from or to which the Company provides Services, including access routes, driveways, and communal areas.
1.6 "Goods" means all furniture, personal belongings, equipment, and other items in respect of which the Company provides Services.
2.1 The Company provides local and regional removal and related services, including but not limited to household removals, office relocations, packing, unpacking, and short-term holding of goods in transit where agreed in advance.
2.2 The Company is not a household goods storage provider unless this is expressly agreed in writing as part of the Quotation. Any storage or holding service will be subject to additional conditions and charges.
2.3 The Services will be provided with reasonable care and skill, and in accordance with these Terms and Conditions and any specific provisions set out in the Quotation.
3.1 A booking may be requested by the Customer via the Company’s accepted communication methods. The Customer must provide accurate and complete information, including property access details, parking restrictions, the volume and nature of goods, and any special requirements.
3.2 Any Quotation issued by the Company is based on the information provided by the Customer. The Company reserves the right to amend the Quotation or apply additional charges if the information provided is incorrect, incomplete, or changes before or on the day of the move.
3.3 A booking is only confirmed when the Customer has accepted the Quotation in writing or by other agreed means and, where required, paid any specified deposit. Until confirmation is received, the Company reserves the right to offer the time slot to other customers.
3.4 The Customer is responsible for obtaining and paying for any permits required for parking or access at the Premises, including but not limited to residents’ permits, visitor permits, suspension of parking bays, or access permissions for controlled zones.
4.1 Unless otherwise stated, Quotations are valid for 30 days from the date of issue. After this period, the Company may revise or withdraw the Quotation.
4.2 Quotations are based on normal access conditions, reasonable parking distance from the Premises, and the description and quantity of goods provided by the Customer. Additional charges may apply for:
(a) Long or difficult access, including multiple flights of stairs, restricted corridors, or lifts that are unavailable or unsuitable;
(b) Delays caused by factors outside the Company’s control, including delayed access to the property or keys;
(c) Additional goods not declared at the time of quotation or substantial changes to the original specification;
(d) Out-of-hours services requested by the Customer or required due to delays not caused by the Company.
4.3 All prices are quoted in pounds sterling and are exclusive of any applicable taxes or charges unless otherwise stated.
5.1 Unless otherwise agreed in writing, payment for Services is due as follows:
(a) Domestic customers: A deposit may be required to secure the booking, with the balance payable no later than on completion of the Services on the moving day, or in advance where specified.
(b) Commercial customers: Payment terms will be specified in the Quotation or invoice. If no terms are specified, payment is due on or before the day of the move.
5.2 The Company may accept various forms of payment, such as bank transfer, card, or cash, subject to current policy. The accepted methods will be confirmed at the time of booking or in the Quotation.
5.3 If payment is not received in full when due, the Company reserves the right to:
(a) Suspend or withhold Services;
(b) Retain possession of Goods until payment is made in full;
(c) Charge interest on overdue sums at the statutory rate permitted under UK law, accruing daily until payment is made in full.
6.1 The Customer may cancel or postpone a booking by giving written or verbal notice to the Company. The following cancellation charges may apply:
(a) More than 7 days before the agreed service date: No cancellation fee, and any deposit paid will be refunded or credited, less any non-refundable costs incurred by the Company.
(b) Between 3 and 7 days before the agreed service date: Up to 50 percent of the quoted price may be charged.
(c) Less than 3 days before the agreed service date, or on the day itself: Up to 100 percent of the quoted price may be charged.
6.2 If the Customer wishes to amend the date, time, or scope of Services, the Company will make reasonable efforts to accommodate the request but cannot guarantee availability. Changes may result in a revised Quotation and additional charges.
6.3 The Company reserves the right to cancel or postpone Services in cases of events beyond its reasonable control, including but not limited to severe weather, road closures, accidents, vehicle breakdowns, strikes, or safety concerns. In such cases, the Company will offer an alternative date or a refund of any deposit paid, but will not be liable for any consequential loss.
7.1 The Customer is responsible for:
(a) Ensuring that all Goods are properly packed, unless packing services have been agreed in the Quotation;
(b) Declaring to the Company any fragile, high-value, or special items requiring extra care or handling;
(c) Ensuring adequate and safe access to the Premises, including making arrangements for lifts, loading areas, and permits where necessary;
(d) Being present or represented at the Premises during collection and delivery to provide instructions and sign any necessary documents.
7.2 The Customer must not include in the Goods any items that are hazardous, illegal, explosive, flammable, perishable, or otherwise unsuitable for transport, including but not limited to gas cylinders, paints, solvents, firearms, or live animals, unless expressly agreed in writing in advance.
7.3 The Company reserves the right to refuse to transport any items which, in its reasonable opinion, present a risk to health and safety, the environment, or the Company’s staff, vehicles, or equipment.
8.1 The Company will take reasonable care of the Customer’s Goods while they are in its custody and control, and will use reasonable endeavours to prevent loss or damage.
8.2 The Company’s liability for loss of or damage to Goods arising from negligence or breach of contract is limited to a reasonable amount, which may be specified in the Quotation or separate documentation. The Customer is advised to arrange suitable insurance cover for Goods in transit where appropriate.
8.3 The Company will not be liable for:
(a) Loss or damage arising from faulty or insecure packing done by the Customer or a third party;
(b) Damage to items that are inherently weak, poorly constructed, or previously damaged;
(c) Damage to or loss of items concealed in containers, drawers, or cupboards without the Company’s knowledge;
(d) Any indirect, consequential, or economic loss, including loss of profits, loss of enjoyment, or loss of opportunity.
8.4 The Company will not be liable for damage to the Premises or property where such damage arises from inadequate or obstructed access, pre-existing structural weaknesses, or the need to manoeuvre large or heavy items through tight spaces at the Customer’s request.
8.5 Any claim for loss or damage must be notified to the Company as soon as reasonably practicable and, in any event, within 7 days of completion of the Services. The Customer must provide a reasonable opportunity for the Company to inspect any alleged damage.
9.1 The Customer is responsible for ensuring suitable and legal parking at each Premises. Any parking charges, fines, or penalties incurred directly as a result of the Customer’s instructions or failure to secure appropriate parking may be added to the final invoice.
9.2 The Customer must inform the Company in advance of any access issues, such as low bridges, width restrictions, height limitations, one-way systems, or controlled parking zones which may affect the Company’s vehicles.
9.3 The Company is not responsible for delays caused by traffic conditions, road works, restricted access, or circumstances outside its control. Where such delays occur, the Company may apply reasonable waiting time charges if they significantly extend the original booking period.
10.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste disposal service and will not remove household rubbish, construction waste, or hazardous materials unless this has been expressly agreed in advance.
10.2 Items designated for disposal or recycling must be clearly identified by the Customer. Where the Company agrees to remove such items, additional charges may apply for transport, tipping, and compliance with waste handling rules.
10.3 The Company will not collect or dispose of any items that require special licensing or treatment under environmental legislation or local authority rules without prior agreement. This includes, but is not limited to, asbestos, certain electrical items, or chemicals.
10.4 The Customer remains responsible for complying with local waste and recycling requirements relating to the Premises and must not request that the Company handle waste in a manner that breaches relevant laws or regulations.
11.1 The Company maintains public liability and, where applicable, goods-in-transit cover in line with industry practice. Details of cover can be provided on request.
11.2 The Customer is encouraged to arrange additional insurance where the value of the Goods exceeds the Company’s liability limits, or where special indemnities are required by a third party, such as a landlord or managing agent.
11.3 Risk in the Goods remains with the Customer, except during periods when the Goods are in the physical custody and control of the Company, subject to the exclusions and limitations set out in these Terms and Conditions.
12.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with a representative of the Company as soon as possible so that reasonable steps can be taken to resolve the matter.
12.2 Any formal complaint should be submitted to the Company in writing, providing full details of the issue, the date of the move, and any supporting evidence. The Company will investigate and respond in a timely manner.
13.1 The Company will collect and process personal data provided by the Customer for the purpose of providing the Services, administering bookings, handling payments, and fulfilling legal obligations.
13.2 The Company will take reasonable measures to protect the Customer’s personal data and will not share it with third parties except where necessary to perform the Services, comply with legal requirements, or with the Customer’s consent.
14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 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, the Services, or their subject matter.
15.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, such provision shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable, and the remaining provisions shall continue in full force and effect.
15.2 No variation of these Terms and Conditions shall be effective unless it is agreed in writing by the Company.
15.3 The failure or delay of the Company to exercise any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
15.4 These Terms and Conditions, together with any Quotation or written agreement, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, agreements, or representations, whether oral or written.
By confirming a booking with Richmond upon Thames Removals, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.
