Terms and Conditions

Movers Hammersmith Terms and Conditions of Service

These Terms and Conditions set out the basis on which Movers Hammersmith provides removal, relocation, packing, storage coordination and related services. By 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 words have the meanings set out below.

Customer means the person, firm or company requesting or paying for the services.

Company means Movers Hammersmith, the provider of the services.

Services means any removal, relocation, packing, loading, unloading, transportation, storage coordination, waste removal or related services provided by the Company.

Goods means the items in respect of which the Services are to be provided.

Contract means the agreement between the Customer and the Company for the provision of the Services, incorporating these Terms and Conditions.

2. Scope of Services

The Company provides residential and commercial removal and related services within its service area and for moves to and from other locations as agreed. The precise scope of the Services will be as set out in the quotation or booking confirmation, which will form part of the Contract.

Unless expressly agreed in writing, the Services do not include disconnection or reconnection of appliances, dismantling or reassembly of complex furniture or fixtures, removal of doors or windows, or any services that may require specialist qualifications or permits.

3. Quotations and Pricing

Any quotation provided by the Company is based on the information supplied by the Customer, including property access, volume and nature of Goods, and any special requirements. Quotations are given on the understanding that there are no unusual access issues, waiting restrictions, or additional flights of stairs beyond those described by the Customer.

Quotations are normally provided as either a fixed price for the described work or as an hourly rate with a minimum charge. The quotation will state which basis applies. Prices are exclusive of any additional charges such as parking fees, congestion or clean air zone charges, tolls, or third party fees, which will be added to the final invoice where applicable.

The Company reserves the right to amend a quotation or charge additional fees where:

Information given by the Customer was incomplete, inaccurate or has changed.

The work required differs from that originally quoted.

Delays occur that are beyond the Companys reasonable control, including but not limited to waiting for keys, access to premises, or completion of paperwork.

Additional Services are requested by the Customer on the day of the move.

4. Booking Process

A booking is made when the Customer has accepted a quotation or agreed price and the Company has confirmed the booking. Confirmation may be provided in writing, electronically, or verbally, as appropriate.

The Company may require a deposit to secure the booking. The amount and due date for any deposit will be advised at the time of booking. Until a deposit is paid, the Company is under no obligation to reserve vehicles, staff or time slots for the Customer.

The Customer is responsible for checking the booking details, including dates, addresses, access information and Services requested. Any errors or omissions must be notified to the Company as soon as possible.

5. Customer Obligations

The Customer agrees to:

Provide accurate and complete information when requesting a quotation or making a booking.

Ensure that adequate access is available at all relevant locations, including parking space for vehicles, clear stairways, and safe access routes.

Arrange and pay for any necessary parking permits, suspensions, or permissions required for the Companys vehicles.

Ensure that Goods are properly packed and ready for transport unless packing Services are specifically included in the Contract.

Be present or represented at the collection and delivery addresses during the agreed times to direct the placement of Goods and sign any relevant documentation.

Notify the Company of any fragile, high value, or unusual items requiring special handling.

6. Payments

Unless otherwise agreed, payment is due on or before completion of the Services. The Company may require part or full payment in advance, particularly for large bookings or services outside the usual service area.

The Company accepts the payment methods stated in its quotation or booking confirmation. All charges are payable in the currency specified by the Company.

Where Services are charged on an hourly basis, time will normally be calculated from the arrival of the team at the first address until completion at the final address, including any travel time between addresses and reasonable breaks.

If payment is not made when due, the Company reserves the right to:

Charge interest on overdue amounts at a reasonable commercial rate until payment is received in full.

Withhold delivery of Goods or suspend further Services until outstanding amounts are settled.

Seek recovery of unpaid amounts through appropriate legal or collection processes, and charge the Customer for all associated costs and expenses.

7. Cancellations and Changes

The Customer may cancel or amend a booking by notifying the Company. The following provisions apply unless otherwise stated in the quotation or booking confirmation.

If the Customer cancels more than a specified number of working days before the scheduled service date, the Company will normally refund any deposit paid, less any reasonable administrative costs or non-refundable expenses already incurred. The applicable time frames and charges will be included in the quotation or communicated at the time of booking.

If the Customer cancels within a shorter period before the scheduled service date, the Company may retain some or all of the deposit or charge a cancellation fee, reflecting the likelihood that the booking slot cannot be reallocated.

If the Customer requests changes to dates, times, addresses or scope of work, the Company will use reasonable efforts to accommodate such changes but cannot guarantee availability. Additional charges may apply where changes increase the time, distance, or resources required.

If the Company has to cancel or significantly amend a booking due to circumstances beyond its reasonable control, such as severe weather, vehicle breakdown, illness, accidents or legal restrictions, it will seek to reschedule the booking at a mutually convenient time. The Companys liability in such circumstances will be limited to any amount paid for Services not provided.

8. Customer Property and Preparation

Unless packing Services are expressly included, the Customer is responsible for ensuring that all Goods are properly and securely packed for transport, using suitable materials. Fragile items must be clearly marked and adequately protected.

The Customer should remove and separately transport any items of exceptional value, such as cash, jewellery, important documents, or collections of rare or irreplaceable items. The Company does not accept responsibility for loss of or damage to such items unless expressly agreed in writing before the move.

The Customer must ensure that all Goods are ready for loading at the agreed start time and that access routes are clear and safe. The Company reserves the right to refuse to move any item that it reasonably considers unsafe, unlawful, or unsuitable for transport.

9. Excluded Items

Unless specifically agreed in writing, the Company will not carry:

Explosives, flammable substances, or other hazardous materials.

Illegal items or substances.

Perishable goods requiring controlled storage conditions.

Animals, plants, or living organisms.

Any item that the Company reasonably believes might pose a risk to staff, vehicles, premises, or other Goods.

If such items are packed without the Companys knowledge, the Customer will be responsible for any resulting loss, damage, or liability.

10. Liability for Loss or Damage

The Company will exercise reasonable care and skill in providing the Services. However, the Companys liability for loss of or damage to Goods or property is subject to the following limitations.

The Company will not be liable for loss or damage arising from:

Insufficient or inadequate packing by the Customer where packing Services were not provided by the Company.

Normal wear and tear, or minor scuffs or marks reasonably associated with moving Goods.

Inherent defects, vulnerabilities or pre-existing damage in Goods.

Acts or omissions of the Customer or any person acting on the Customers behalf.

Events beyond the Companys reasonable control, including but not limited to accidents caused by third parties, severe weather, or traffic incidents.

Where liability is established, the Companys responsibility will be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition and depreciation, and subject to any overall cap stated in the quotation or booking confirmation.

The Customer is encouraged to arrange appropriate insurance cover for the full value of the Goods being moved, particularly for high value items or large moves.

11. Time Limits for Claims

The Customer must inspect Goods and premises as soon as reasonably possible after completion of the Services. Any visible loss or damage believed to be caused by the Company must be reported to the Company as soon as practical, and in any event within a reasonable period after completion.

For any claim relating to loss, damage or short delivery, the Customer must provide a clear description of the issue and supporting information, such as photographs or inventory notes, to enable the Company to investigate. Failure to notify the Company within a reasonable period may affect the ability to investigate the matter and could limit or prevent any liability on the part of the Company.

12. Parking, Access and Delays

The Customer is responsible for arranging suitable parking for the Companys vehicles at all relevant addresses and for meeting any associated costs such as permits, suspensions or pay and display charges. If parking cannot be obtained close to the property and additional carrying distance or time is required, extra charges may apply.

The Company is not responsible for delays caused by inadequate access, key collection issues, completion of property transactions, or other matters outside its control. Where delays occur, the Company may charge for waiting time at the agreed hourly rate or a reasonable additional fee, as described in the quotation or booking confirmation.

13. Waste Regulations and Disposal

The Company will comply with applicable waste and environmental regulations when handling and disposing of waste or unwanted items. Where the Services include removal of waste or items for disposal, the Customer confirms that they have the right to dispose of such items.

The Company will only remove waste that it is lawfully permitted to collect and transport. Hazardous waste, electrical items requiring special processing, or regulated materials may be refused or may incur additional charges.

The Customer agrees not to request or permit the Company to dispose of items in an unlawful manner, such as fly-tipping or using unauthorised sites. The Customer will be responsible for any fines, penalties or costs arising from providing false information about the nature of waste or instructing unlawful disposal.

14. Insurance

The Company maintains insurance cover appropriate to its operations, including public liability and, where applicable, cover for Goods in transit, subject to the terms, exclusions and limits of the policy.

The existence of any insurance cover does not extend or increase the Companys liability beyond that set out in these Terms and Conditions. The Customer may, and is encouraged to, arrange additional insurance if required for comprehensive protection of their Goods.

15. Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, remedied.

The Company will aim to respond to complaints within a reasonable period and to work with the Customer to reach a fair resolution. Where a dispute cannot be resolved informally, the parties may consider mediation or other alternative dispute resolution methods before pursuing formal legal action, where appropriate.

16. Data Protection and Privacy

The Company will collect and use personal information from the Customer only to the extent necessary to provide the Services, manage bookings, process payments, and comply with legal obligations.

Personal information will be handled in accordance with applicable data protection laws. The Company will take reasonable steps to protect personal data from unauthorised access, loss or misuse, and will only share such data with third parties where required to provide the Services or comply with legal requirements.

17. Termination

Either party may terminate the Contract if the other party commits a material breach of these Terms and Conditions and fails to remedy that breach within a reasonable period after being notified.

The Company may also terminate the Contract or suspend the Services immediately if:

It reasonably believes that providing the Services would be unsafe or unlawful.

The Customer fails to make payments when due.

The Customer behaves in a threatening, abusive or inappropriate manner towards Company staff.

On termination, the Customer will be liable to pay for all Services provided up to the date of termination and for any unavoidable costs incurred by the Company as a result of the termination.

18. Limitation of Liability

Nothing in these Terms and Conditions limits or excludes the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded.

Subject to the above, the Company will not be liable for any indirect or consequential loss, loss of profits, loss of business, or loss of opportunity arising out of or in connection with the Services or the Contract.

Except where otherwise stated, the Companys total liability in respect of any claim arising out of or in connection with the Services or the Contract shall not exceed the total amount paid or payable by the Customer for the Services under that Contract, or any other cap explicitly stated in the quotation or booking confirmation.

19. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

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 or the Services, including any non-contractual disputes or claims.

20. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

No failure or delay by the Company in exercising any right or remedy shall constitute a waiver of that right or remedy, and no single or partial exercise of any right or remedy shall prevent any further exercise of it.

The Contract is between the Company and the Customer. No other person shall have any rights to enforce any of its terms.

The Company may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Contract, unless the Customer agrees to a later version in writing.