Terms and Conditions
Hounslow Removals Service Terms and Conditions
These Terms and Conditions set out the basis on which Hounslow Removals provides domestic and commercial removal, packing, storage, and related services within the United Kingdom. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Hounslow Removals, we, us, our means the removal services provider trading as Hounslow Removals.
1.2 You, your means the customer who books or receives the services from Hounslow Removals.
1.3 Services means any removal, packing, unpacking, loading, unloading, storage, waste removal, or related services provided by us.
1.4 Goods means any property, personal belongings, furniture, equipment, or items that we move, handle, or store for you as part of the services.
1.5 Quotation means the written or electronic estimate we provide to you, setting out the services to be supplied and the price, including any applicable charges.
1.6 Contract means the legally binding agreement between you and us for the supply of services, comprising the quotation and these Terms and Conditions.
2. Scope of Services
2.1 We provide domestic and commercial removal services for customers moving within, into, or out of the local area and other parts of the United Kingdom, including packing, loading, transport, unloading, and where agreed, unpacking and reassembly.
2.2 Any additional services such as dismantling or reassembling furniture, provision of packing materials, temporary storage, or waste removal will only be provided if expressly included in the quotation or otherwise agreed in writing.
2.3 We reserve the right to decline to move or handle certain items, including but not limited to hazardous materials, illegal items, perishable goods, animals, or items that may pose a risk to health, safety, or property.
3. Booking Process and Quotations
3.1 You may request a quotation by providing accurate details of your current and new address, access conditions, inventory of goods, preferred moving date, and any special requirements.
3.2 Quotations are based on the information you provide and are subject to our assessment of access, parking, volume of goods, and any site-specific factors. If the information you provide is inaccurate or incomplete, we may adjust the quotation accordingly.
3.3 A quotation will normally specify whether it is a fixed price or an estimate. Where it is an estimate, the final charges may vary depending on the actual time taken, volume of goods, and any additional services requested on the day.
3.4 Unless stated otherwise, quotations are valid for a limited period from the date of issue. We may withdraw or revise a quotation before you accept it.
3.5 Your booking is not confirmed until you have expressly accepted the quotation and we have acknowledged your acceptance. We may require a deposit or advance payment as a condition of confirming your booking.
4. Customer Responsibilities
4.1 You must provide accurate and complete information regarding the addresses, access, parking arrangements, and items to be moved. You must notify us promptly of any changes that may affect the services or pricing.
4.2 You are responsible for:
a. Ensuring that suitable parking and access are available at all relevant locations.
b. Obtaining any parking permits, access permissions, or building management approvals required.
c. Ensuring that your goods are adequately packed, unless you have booked a packing service with us.
d. Being present or arranging for an authorised adult representative to be present throughout the services.
4.3 You must ensure that all appliances are disconnected, defrosted, and drained before removal. We are not qualified to disconnect gas, electrical, or plumbing fittings and will not do so.
4.4 You must not ask our staff to carry out any work that is unsafe, unlawful, or outside the scope of the agreed services.
5. Payment Terms
5.1 Unless otherwise agreed in writing, payment for removal services is due in full before or on the day of the move, prior to unloading at the destination address.
5.2 We may require a deposit at the time of booking. Any deposit and the timing of remaining payments will be specified in the quotation or booking confirmation.
5.3 We accept payment by the methods specified in our booking documentation or pre-agreed communication. You are responsible for ensuring that funds are available and cleared by the required time.
5.4 All prices quoted are inclusive or exclusive of VAT as stated in the quotation. If VAT becomes chargeable or the rate changes, we reserve the right to adjust our prices accordingly.
5.5 If payment is not received when due, we may:
a. Suspend or refuse to carry out or complete the services.
b. Charge interest on overdue amounts at the statutory rate applicable to commercial debts in the United Kingdom until payment is received.
6. Cancellations and Postponements
6.1 If you wish to cancel or postpone your booking, you must notify us as soon as possible. The following charges may apply, based on the notice you give before the scheduled moving date:
a. More than 7 days notice: any deposit paid may be refunded or transferred at our discretion, less any reasonable administrative costs.
b. Between 3 and 7 days notice: up to 50 percent of the agreed service charge may be payable.
c. Less than 3 days notice or on the moving date: up to 100 percent of the agreed service charge may be payable.
6.2 We may cancel or postpone the services without liability to you if:
a. You fail to pay any sums due by the required date.
b. You provide inaccurate or incomplete information that materially affects the services.
c. We are prevented from performing the services due to circumstances beyond our reasonable control, including adverse weather, road closures, accidents, strikes, or other events.
6.3 Where we cancel due to reasons within our control and you have already paid for services not yet provided, we will refund those sums. This is your sole and exclusive remedy in respect of such cancellation.
7. Access, Parking and Delays
7.1 You are responsible for ensuring there is safe and reasonable access to all relevant premises, including lifts, stairways, corridors, and doorways, suitable for the goods to be moved.
7.2 If access is restricted, or if parking is not available near the property, we may charge additional fees for extra time, additional labour, or use of specialised equipment.
7.3 If our staff are delayed in starting, continuing, or completing the services due to circumstances beyond our control or outside our responsibility, such as waiting for keys, agents, or building access, we may charge for waiting time at our standard hourly rates.
8. Exclusions and Special Items
8.1 Unless specifically agreed in writing, we do not transport:
a. Hazardous, flammable, explosive, or corrosive materials.
b. Live animals, plants, or perishable goods.
c. Illegal items or goods whose possession is unlawful.
d. Items requiring specialist lifting equipment or professional dismantling that has not been arranged in advance.
8.2 If you include any such items without our knowledge, you will be responsible for all loss, damage, or expenses arising from them and we may dispose of or remove such items without liability.
9. Our Liability for Loss or Damage
9.1 We will take reasonable care to protect your goods and property while providing the services. However, our liability is subject to the limitations set out in this section.
9.2 We are not liable for any loss or damage that arises wholly or mainly from:
a. Your failure to pack goods properly when you have chosen to self-pack.
b. Pre-existing defects, wear and tear, or inherent vice of the goods.
c. Changes in atmospheric or climatic conditions.
d. Goods that are fragile or not suitable for transport unless appropriately packed.
9.3 Our liability for loss of or damage to goods arising from our negligence or breach of contract is, in total, limited to a reasonable amount that reflects the value of the goods and the price paid for the services. Where possible, details of any applicable insurance or enhanced cover options will be made available to you on request.
9.4 We are not liable for:
a. Indirect or consequential losses, including loss of profit, loss of use, or loss of opportunity.
b. Damage to property or premises other than the goods, unless caused by our proven negligence. You must notify us of such damage in writing as soon as reasonably practicable and, in any event, within a reasonable time after completion of the services.
9.5 You must inspect the goods and premises as soon as possible after completion of the services and report any loss or damage in writing within a reasonable period. Failure to do so may affect our ability to investigate and may limit any compensation payable.
10. Insurance
10.1 We maintain appropriate insurance cover for our business operations in accordance with industry practice. Details of our cover can be made available on request.
10.2 It is your responsibility to ensure that your own contents or business insurance policies adequately cover your goods during the move and for any storage period.
10.3 Any claims that may fall under our insurance policies will be handled in accordance with the terms of those policies, which may impose limitations or exclusions.
11. Waste, Recycling and Environmental Regulations
11.1 Where we provide waste removal, disposal, or recycling services, we will do so in accordance with applicable UK waste and environmental regulations.
11.2 We may require additional information from you about the nature of items for disposal and may refuse to collect or remove items that we reasonably suspect to be hazardous or not permitted under waste regulations.
11.3 You must not request us to dispose of hazardous waste, electrical items requiring specialist treatment, or other controlled waste, unless this has been expressly agreed and any necessary arrangements and charges have been confirmed in advance.
11.4 Any waste disposal charges will be set out in the quotation or otherwise agreed before collection. Illegal dumping or fly-tipping is strictly prohibited and we will not engage in any unlawful disposal practices.
12. Storage Services
12.1 Where we provide storage of your goods, either directly or through a third party, the terms of storage will be confirmed in your quotation or a separate agreement.
12.2 Storage charges are payable in advance at the intervals agreed. We reserve the right to withhold release of goods from storage until all outstanding charges have been paid in full.
12.3 You must not store with us any items that are perishable, flammable, illegal, or otherwise unsuitable for storage. We may inspect or, where necessary, remove such items without liability.
13. Complaints and Dispute Resolution
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 seek to resolve it promptly.
13.2 If the matter cannot be resolved informally, you should submit a written complaint setting out the details of your concern, the date of the services, and the outcome you are seeking. We will investigate and respond within a reasonable timeframe.
13.3 Both parties agree to attempt to resolve disputes in good faith before considering formal legal proceedings.
14. Limitation of Liability
14.1 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.
14.2 Subject to the paragraph above, our total liability to you arising under or in connection with the contract, whether in contract, tort, or otherwise, shall not exceed a fair and reasonable amount in proportion to the value of the goods and the charges paid for the services.
14.3 The limitations in this section also apply for the benefit of our employees, agents, and subcontractors to the maximum extent permitted by law.
15. Data Protection and Privacy
15.1 We will collect and use personal information about you in order to manage your booking, provide the services, process payments, and administer our business.
15.2 We will handle your personal data in accordance with applicable UK data protection laws. Your information will not be sold to third parties and will only be shared where necessary to provide the services or where required by law.
16. Amendments to These Terms
16.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time you accept the quotation will apply to your contract.
16.2 Any variations to these Terms and Conditions must be agreed in writing by an authorised representative of Hounslow Removals.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions, and any contract between you and Hounslow Removals, are governed by and shall be construed in accordance with 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.
18. General Provisions
18.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions will remain in full force and effect.
18.2 You may not assign or transfer your rights or obligations under the contract without our prior written consent. We may assign or subcontract our rights and obligations, provided that this does not reduce the level of service you receive.
18.3 Any failure or delay by us in enforcing any provision of these Terms and Conditions shall not be construed as a waiver of that or any other provision.
18.4 These Terms and Conditions, together with the quotation and any written variations agreed, constitute the entire agreement between you and Hounslow Removals and supersede any prior discussions, correspondence, or representations relating to the services.
