Terms and Conditions

Removal Company Croydon Terms and Conditions

These Terms and Conditions set out the basis on which Removal Company Croydon provides domestic and commercial removal, relocation, packing, storage and related services. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

1.1 We, us, our: Removal Company Croydon, the removal service provider.

1.2 You, your: The customer or client who requests or receives our services, including any person acting on their behalf.

1.3 Services: Any removal, packing, loading, unloading, transportation, delivery, storage, furniture dismantling or reassembly, waste removal or related service supplied by us.

1.4 Goods: All items, furniture, personal belongings, equipment and any other property which we move, handle, transport or store for you.

1.5 Quotation: The written or verbal estimate provided by us setting out the price and scope of the Services.

1.6 Contract: The agreement between you and us for the supply of Services, incorporating these Terms and Conditions and the Quotation.

2. Scope of Services

2.1 We provide household and office removals, packing and unpacking, loading and unloading, local and regional transport, and related services originating from, or delivered to, properties in Croydon and surrounding areas.

2.2 The precise scope of work, including any special arrangements, will be set out in the Quotation based on the information you provide. It is your responsibility to ensure that the information given to us is accurate and complete.

2.3 We reserve the right to refuse to carry or handle any items which are unsafe, illegal, hazardous, excessively heavy, or which in our reasonable opinion may cause damage or pose a risk to persons, property or the vehicle.

3. Booking Process

3.1 You may request a Quotation by providing details of the move, including addresses, access conditions, dates, property size, inventory of Goods, and any special requirements.

3.2 Quotations are based on the information supplied at the time of issue and are usually given as a fixed price. We may revise the Quotation if:

a. Your requirements change, including date, time, access, or volume of Goods.

b. There are delays or changes beyond our control on the moving day, such as waiting for keys or restricted access.

c. Additional labour, vehicles or time are reasonably required to complete the Services safely.

3.3 A booking is only confirmed when you accept the Quotation and we acknowledge your acceptance. Acceptance may be given in writing or verbally, and may be accompanied by payment of a booking fee or deposit where required.

3.4 You are responsible for ensuring that all necessary arrangements are in place for the date and time of the move, including any parking, lift access, and permissions required from landlords, neighbours, managing agents, or local authorities.

4. Prices and Payment Terms

4.1 All prices will be stated in the Quotation and are exclusive of any parking fees, tolls, congestion charges, or third-party charges, unless expressly stated otherwise.

4.2 We may require a deposit or full advance payment to secure your booking. Any such requirement will be set out in the Quotation or confirmed at the time of booking.

4.3 Unless otherwise agreed in writing, payment of the balance is due on completion of the Services on the moving day. We may refuse to unload Goods until full payment has been received.

4.4 Payment may be made by the methods we accept from time to time. You are responsible for ensuring that funds are available and that payment is made promptly.

4.5 If payment is not made when due, we reserve the right to:

a. Charge interest on overdue amounts at the statutory rate from the due date until payment is received in full.

b. Withhold, retain or store Goods at your cost until payment has been made.

c. Take legal action to recover any outstanding sums and associated costs.

5. Cancellations and Postponements

5.1 You may cancel or postpone your booking by giving us notice. Any cancellation or postponement must be communicated as early as possible.

5.2 If you cancel or postpone your booking within the following timeframes, the charges set out below may apply, based on the total quoted price:

a. More than 7 days before the scheduled move date: No cancellation fee, and any deposit paid may be refunded or transferred, at our discretion.

b. Between 3 and 7 days before the scheduled move date: Up to 50 percent of the quoted price may be charged.

c. Less than 3 days before the scheduled move date or on the moving day: Up to 100 percent of the quoted price may be charged.

5.3 If we arrive at the agreed time and are unable to carry out the Services due to matters within your control, including lack of access, unprepared Goods, or inability to obtain keys, this may be treated as a late cancellation and the full fee may be charged.

5.4 We may cancel or postpone the Services if:

a. You fail to meet your obligations under these Terms and Conditions, including payment requirements.

b. Weather, traffic, accidents, vehicle breakdowns or other events beyond our reasonable control prevent us from safely providing the Services.

In such cases, we will use reasonable efforts to reschedule the Services. Our liability will be limited to the return of any payments for Services not carried out, and we will not be responsible for any consequential losses.

6. Your Responsibilities

6.1 You are responsible for:

a. Ensuring that all Goods are properly packed, labelled and ready to move, unless you have specifically booked packing services.

b. Declaring any fragile, valuable, or special items to us in advance, including antiques, artwork, glass, electronics and items above normal household value.

c. Securing and preparing appliances for transport, including disconnecting and draining washing machines, fridges, freezers and similar items, unless otherwise agreed.

d. Arranging suitable parking and obtaining any necessary permits or permissions at both collection and delivery addresses.

e. Being present, or appointing a representative, during collection and delivery to guide our team and sign any paperwork.

6.2 You must not include in the Goods any prohibited, hazardous or illegal items, including but not limited to explosives, firearms, flammable liquids, gas cylinders, toxic substances, perishable food, live animals or plants, or any item which may cause damage or risk.

6.3 You must inform us of any adverse access conditions, such as narrow roads, height restrictions, stairs, parking limitations or long walking distances, which may affect the Services.

7. Our Responsibilities

7.1 We will exercise reasonable care and skill in performing the Services and handling your Goods.

7.2 We will provide staff and vehicles that are reasonably suitable for the agreed Services, based on the information supplied at the time of booking.

7.3 We will use reasonable efforts to adhere to agreed dates and times, but these may be subject to change due to traffic, weather, delays at previous jobs, or other factors beyond our control. Any times given are estimates only.

7.4 If we believe that carrying out any part of the Services would put our staff, vehicles, property or the Goods at risk, we may suspend or decline that part of the work and propose an alternative solution where possible.

8. Liability and Limitations

8.1 Our liability for loss of or damage to Goods is limited to the reasonable cost of repair or replacement, subject to the exclusions and limits in this section and provided that you can demonstrate the value of the Goods and the damage or loss was caused by our negligence.

8.2 We will not be liable for:

a. Loss or damage arising from your failure to pack Goods safely, unless we undertook the packing.

b. Damage to Goods where we have been asked to move items against our advice, including oversized or fragile items through narrow spaces.

c. Loss of or damage to items of sentimental, special or high value, including jewellery, watches, cash, documents, artworks or collections, unless specifically declared and agreed in writing before the move.

d. Normal wear and tear, minor scuffs, or marks that are reasonable in the course of moving.

e. Damage to items made from pressed wood, chipboard or similar materials that are inherently weak or not designed to be moved when assembled.

8.3 We will not be responsible for any indirect or consequential loss, including loss of profits, loss of opportunity, or costs arising from delays, missed appointments, hotel stays, storage charges, or alternative accommodation.

8.4 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within 7 days of completion of the Services. You must provide reasonable evidence of damage or loss and allow us an opportunity to inspect the items.

8.5 Our total liability for any claim or series of claims arising out of the same event shall not exceed the total amount paid by you for the Services under the relevant Contract, unless otherwise required by law.

9. Property Damage

9.1 We will take reasonable care to avoid damage to property at collection and delivery addresses. However, you are responsible for protecting floors, walls, banisters and other surfaces where necessary.

9.2 We will not be liable for damage to driveways, paths or other surfaces where you have instructed us to park or unload, unless caused by our negligence and where such damage was reasonably foreseeable.

10. Waste, Disposal and Environmental Regulations

10.1 If you request us to remove and dispose of unwanted items, this will be treated as a separate waste-related service and may be subject to additional charges.

10.2 We will only dispose of waste or unwanted items at authorised facilities in accordance with applicable waste and environmental regulations. We will not remove or dispose of hazardous, clinical or prohibited waste.

10.3 You are responsible for clearly identifying which items are to be moved and which are to be disposed of. We will not be liable if items are removed or disposed of due to unclear or incorrect instructions.

10.4 Any additional fees, such as charges levied by waste facilities for particular items, will be passed on to you and may be added to the final invoice.

11. Storage Services

11.1 If we provide storage services, whether directly or through a third party, the terms of storage, including access and charges, will be confirmed at the time of booking.

11.2 You must not store any prohibited, hazardous or perishable items. We reserve the right to inspect and remove any such items at your cost.

11.3 Storage charges are payable in advance for each agreed period. We may exercise a lien over stored Goods in the event of unpaid charges and may dispose of Goods after giving reasonable notice where charges remain unpaid.

12. Insurance

12.1 We maintain insurance cover appropriate to a professional removal business. Details of cover and any applicable limits or exclusions are available on request.

12.2 You are strongly advised to arrange your own insurance cover for Goods in transit and storage, especially for items of special, sentimental or high value.

13. Complaints and Disputes

13.1 If you are dissatisfied with any aspect of our Services, you should raise the issue with our team as soon as possible so that we can attempt to resolve it promptly.

13.2 If a complaint is not resolved on the day, you should submit a written complaint within 7 days of completion of the Services, providing full details and any supporting evidence.

13.3 We will review your complaint and aim to respond within a reasonable time frame. We may request further information or evidence to properly assess the matter.

14. Force Majeure

14.1 We will not be liable for any delay or failure to perform our obligations where such delay or failure is due to events beyond our reasonable control, including but not limited to extreme weather, accidents, public disturbances, road closures, strikes, lockouts, acts of government, or failure of third-party services.

14.2 In such circumstances, we may suspend or rearrange the Services. Any advance payments for Services not carried out may, at our discretion, be applied to a rescheduled booking.

15. Privacy and Data Protection

15.1 We will collect and use your personal information only for the purposes of providing our Services, processing payments, and managing our customer relationship with you, in accordance with applicable data protection laws.

15.2 We will take reasonable steps to keep your personal data secure and will not share it with third parties except where necessary to perform the Services, comply with legal obligations, or with your consent.

16. Amendments to These Terms

16.1 We may update or amend these Terms and Conditions from time to time. Any changes will not affect existing Contracts already agreed, unless required by law or with your consent.

16.2 The version of the Terms and Conditions in force at the time of your booking will apply to your Contract.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any Contract between you and us are governed by the laws of England and Wales.

17.2 Any dispute arising out of or in connection with these Terms and Conditions or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

By confirming a booking or using our Services, you acknowledge that you have read, understood and agree to these Terms and Conditions.