Hounslow Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Hounslow Removals provides domestic and commercial moving services, including packing, loading, transport, unloading, and related handling support. By requesting a quotation, confirming a booking, or allowing our team to begin work, the customer agrees to be bound by these terms. Please read them carefully before arranging any service.

In these terms, references to “we”, “us”, and “our” mean Hounslow Removals, and references to “you” or “the customer” mean the person or business placing the booking, as well as any person acting on their behalf. These conditions apply to all standard removal services unless we expressly agree otherwise in writing. Nothing in these terms affects your statutory rights under UK law.

A booking is only confirmed once we have received the required information, issued a quotation or estimate, and you have accepted it. Acceptance may be made by email, phone confirmation, online form submission, or any other method we accept in writing. You must provide accurate details about the property, access, parking, inventory, fragile items, storage needs, and any special requirements. If the information changes, you must tell us as soon as possible, because the final price, vehicle size, crew requirements, and timing may need to be revised.

We may provide a quote based on an inventory, photographs, a site visit, or the information supplied by you. Quotes are issued on the basis that the details provided are complete and accurate. If additional work, waiting time, or specialist handling is needed because the original information was incomplete or incorrect, we may adjust the fee accordingly. Any estimate is valid for the period stated in writing. If no period is stated, it may be withdrawn or revised if the booking details change.

Booking process may include a deposit, confirmation of the moving date, and agreement of the service scope. The service scope may cover packing materials, dismantling or reassembly, storage handling, or the transport of bulky items, but only if these are specifically included in the booking confirmation. We reserve the right to decline a booking if we believe the job is unsafe, impractical, unlawful, or beyond the capacity of the agreed service. If a survey is required, the booking may remain provisional until the survey is complete and the final quote is accepted.

It is your responsibility to ensure that the property is ready for the move on the agreed date, including reasonable access for our vehicles and staff. This includes arranging any permissions needed for parking or access, protecting flooring if necessary, and ensuring that items to be moved are clearly identified. Any delays caused by restricted access, incorrect address details, no one being present, or unsafe conditions may result in additional charges. We may refuse to move items if doing so would risk damage to property, breach regulations, or endanger staff.

Our prices are based on the quotation accepted by you, any pre-agreed hourly rate, or any fixed fee stated in the booking confirmation. Unless otherwise stated, prices are exclusive of VAT where VAT applies, and any applicable taxes will be added at the prevailing rate. Payment is due in full on or before completion of the service, unless we agree a different arrangement in writing. For larger bookings, we may require a deposit or part-payment in advance to secure the date and cover planning costs.

We accept payment by the methods specified in the booking confirmation. If payment is not made by the due date, we may charge interest on overdue sums in accordance with the Late Payment of Commercial Debts legislation where applicable, or otherwise charge reasonable administration costs for pursuing unpaid amounts. You agree to pay all sums properly due, including any extra charges arising from waiting time, additional labour, storage handling, parking, tolls, congestion-related costs where applicable, and any services requested on the day that were not included in the original quotation.

Where a quotation is based on an hourly rate, time will usually start when the team arrives at the address nominated for the service and end when the agreed work is complete. Delays outside our control, including building access issues, elevator failure, traffic restrictions, weather-related disruption, or client unavailability, may increase the total charge. We will always aim to act fairly and transparently, but final invoicing will reflect the actual service delivered and any agreed changes.

You may cancel or reschedule a booking by giving written notice. If you cancel more than a reasonable period before the scheduled date, we may refund any deposit less any non-recoverable costs already incurred, such as vehicle allocation, staff planning, or third-party charges. If you cancel close to the moving date, or on the day itself, we may retain the deposit or charge a cancellation fee that reflects our losses. If our team has already departed or arrived at the property, you may be liable for the full minimum charge or a proportion of the booked service.

If you wish to reschedule, we will do our best to accommodate the new date, but availability cannot be guaranteed. A rescheduled booking may be treated as a new booking if the scope, date, or resources required change significantly. We may also cancel or postpone the service due to circumstances beyond our control, including severe weather, traffic emergencies, vehicle breakdown, staff illness, safety concerns, or legal restrictions. In such cases, our liability is limited to rescheduling or refunding the relevant portion of the payment received for services not delivered.

Liability for loss or damage is limited to the extent permitted by law. We will take reasonable care of your possessions while they are in our control, but certain risks remain outside our responsibility. Unless caused by our negligence, we are not liable for pre-existing damage, wear and tear, items inadequately packed by the customer, hidden defects, or damage arising from unsuitable or unstable packaging. Fragile or valuable items should be declared in advance and protected appropriately. Where we pack items, our responsibility is limited to the level of care reasonably expected from a professional removal service.

If you choose to pack your own items, you are responsible for using suitable materials and for ensuring boxes are secure, correctly labelled, and capable of safe transport. We are not responsible for damage to contents packed by the customer unless such damage is directly caused by our negligence. We do not accept liability for loss of data, software corruption, electrical faults, mechanical failures in appliances, or damage to internal components of items such as computers, televisions, clocks, or other delicate equipment unless we have expressly agreed to handle them as specialist items. Where items require special handling, you must tell us in advance.

Our liability is also limited where damage results from unavoidable movement during transit, unless we have failed to exercise reasonable care. We are not liable for delays caused by events outside our control, including road closures, accidents, industrial action by third parties, severe weather, or government restrictions. If a claim is made, you must notify us as soon as reasonably possible and provide evidence of the item, the damage, and the value claimed. We may inspect the item and request supporting documents before deciding whether any payment is due.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Where we are found liable for proven loss or damage, our maximum liability will normally be limited to the value of the relevant service or the reasonable repair or replacement cost of the affected item, whichever is lower, unless a higher liability cap has been expressly agreed in writing before the move.

Waste handling and disposal are subject to UK environmental rules and local authority requirements. We may only remove, carry, store, or dispose of waste where this has been expressly agreed and lawfully permitted. We do not operate as an unrestricted waste carrier for all material, and we will not accept any item that is hazardous, illegal, contaminated, or likely to breach environmental or transport regulations unless specifically authorised and properly declared in advance. You must tell us if any item may require special licensing, handling, or disposal arrangements.

Any waste that forms part of a removal job must be accurately described by you before the service begins. This includes unwanted furniture, appliances, packaging, building debris, garden waste, or mixed household waste. You remain responsible for ensuring that such items do not contain prohibited materials, confidential information, sharps, chemicals, batteries, pressurised containers, asbestos, medical waste, or other controlled substances unless we have expressly agreed to handle them in accordance with applicable law. We may refuse to move or dispose of any item that, in our reasonable opinion, creates a compliance, health, or safety risk.

If we arrange disposal on your behalf, you authorise us to use lawful transfer, recycling, recovery, or disposal routes. You agree that any waste transfer information, receipts, or related records may be retained for compliance purposes. Where a job includes disposal, the customer is still responsible for ensuring the legality of the waste being handed over. If we discover that the material has been misdescribed, contaminated, or mixed with prohibited items, we may stop the work, charge additional fees, and require you to collect the material or arrange lawful disposal at your expense.

We may suspend or terminate a booking immediately if you or anyone acting for you behaves abusively, threatens staff, creates unsafe conditions, or interferes with the work. Our team must be allowed to work in a safe environment and in accordance with health and safety rules. You agree to provide clear instructions, secure pets where necessary, and ensure that children and unauthorised persons are kept away from the working area. We are entitled to leave the premises or refuse to continue where continued work would be unsafe or unlawful.

Any items left behind after completion of the service remain your responsibility unless we agree in writing to store them temporarily. If we do store items, storage terms, charges, and collection deadlines will apply separately. Any uncollected goods may be treated in accordance with the Torts (Interference with Goods) Act 1977 or other applicable law after reasonable notice. We may dispose of abandoned items or charge for ongoing storage where items are not collected within the period stated in our notice.

These terms and any dispute or claim arising from them are governed by the law of England and Wales. If you are resident or established elsewhere in the United Kingdom, mandatory consumer rights applicable to your location will still apply where relevant, but these terms shall otherwise be interpreted under English law. Any dispute that cannot be resolved informally should be referred to the courts of England and Wales, which will have exclusive jurisdiction unless mandatory law requires otherwise.