Terms and Conditions

Chiswick Movers Terms and Conditions

These Terms and Conditions set out the basis on which Chiswick Movers provides household and commercial removal, packing, transportation and related services within the United Kingdom. By making a booking or allowing our team to begin work, you confirm that you have read, understood and agree to these Terms and Conditions.

1. Definitions

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

Company refers to Chiswick Movers, the removal service provider.

Customer refers to the person, firm or organisation that makes the booking and is responsible for payment.

Services refers to any removal, packing, loading, unloading, storage, transportation, disposal or related services carried out by the Company.

Goods refers to the items that the Company is asked to move, pack, store, transport or handle.

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

2. Quotations and Service Area

2.1 Any quotation issued by the Company is based on the information provided by the Customer at the time of enquiry, including property addresses, access details, volume of Goods, special handling requirements and requested dates.

2.2 Quotations are normally valid for a specified period from the date of issue. After this period, the Company reserves the right to revise or withdraw the quotation.

2.3 Quotations assume normal access at both collection and delivery addresses, including the availability of suitable parking, adequate access for vehicles and safe stairways or lifts where applicable.

2.4 The Company provides removal and related services primarily within the United Kingdom. Services to or from other locations may be offered by separate agreement and may be subject to additional terms, charges and transit times.

2.5 The Company may revise the quotation or apply additional charges where:

a. the information provided by the Customer was incomplete or inaccurate; or

b. the Customer requests additional work, extra staff or larger vehicles; or

c. access is restricted or parking is unavailable or significantly different from that described; or

d. the volume, weight or nature of Goods differs materially from the original description.

3. Booking Process

3.1 A booking is only confirmed once the Customer has accepted the quotation and any required deposit has been received by the Company, and the Company has issued written confirmation of the booking.

3.2 Provisional dates offered by the Company are not guaranteed until the booking has been confirmed in accordance with clause 3.1.

3.3 The Customer is responsible for checking the booking confirmation to ensure that all details, including dates, addresses, scope of work and pricing, are correct. Any discrepancies must be raised with the Company as soon as possible.

3.4 The Customer must inform the Company promptly of any changes to the booking, including changes to addresses, access conditions, moving dates, inventory, or any other relevant information.

4. Customer Responsibilities

4.1 The Customer warrants that they are the owner of the Goods or have full authority from the owner to enter into the Contract and to authorise the Company to carry out the Services.

4.2 The Customer is responsible for:

a. providing accurate and complete information when requesting a quotation and making a booking;

b. ensuring that the Goods are ready for removal at the agreed time, unless packing by the Company has been agreed;

c. arranging suitable and legal parking for the Companys vehicles at both collection and delivery addresses, including any permits or permissions required;

d. ensuring that access routes are safe, clear and suitable for the movement of Goods and the operation of vehicles;

e. securing passports, documents, money, jewellery and other small valuables separately, as these items should not be packed with general household or office Goods;

f. ensuring that all appliances are disconnected, defrosted and drained before removal, unless otherwise agreed.

4.3 The Customer must not ask the Company to transport or dispose of any items that are illegal, dangerous, explosive, corrosive, perishable beyond reasonable transit times, or otherwise unsuitable for standard removal operations.

5. Payments and Charges

5.1 Unless otherwise agreed in writing, payment terms are as follows:

a. a deposit may be required at the time of booking; and

b. the balance is usually payable in advance or on the day of the move before unloading begins.

5.2 The Company accepts payment by methods notified to the Customer at the time of booking. The Company does not accept payment in cash where this is restricted by law or company policy.

5.3 If payment is not made in accordance with the agreed terms, the Company may:

a. suspend or refuse to provide the Services; and or

b. charge interest on overdue sums at the applicable statutory rate until payment is received in full.

5.4 Additional charges may apply where work exceeds the estimated time due to delays outside the Companys control, including but not limited to waiting for keys, delayed access, lift breakdowns, restricted parking, or the Customer not being ready for collection or delivery.

5.5 Any toll charges, congestion charges, parking fees, penalty charges or similar costs incurred in connection with the Services as a result of the Customer’s instructions or failure to arrange lawful parking will be payable by the Customer.

6. Cancellations and Postponements

6.1 The Customer may cancel or postpone the Services by providing written notice to the Company.

6.2 The following cancellation charges may apply, calculated as a percentage of the agreed price for the Services:

a. more than seven days before the agreed start date: no cancellation fee, subject to recovery of any unrecoverable third party costs;

b. between seven days and 48 hours before the agreed start date: a reasonable percentage of the total price, reflecting administration and lost booking opportunities;

c. less than 48 hours before the agreed start date: up to 75 per cent of the total price;

d. cancellation on the day or no access on arrival: up to 100 per cent of the total price.

6.3 Where possible, if the Customer postpones rather than cancels and rebooks for another available date, the Company will seek to reduce cancellation charges, but this is at the Companys discretion.

6.4 The Company may cancel or postpone the Services if:

a. the Customer fails to make payments when due; or

b. the Company reasonably considers that access is unsafe, unlawful or unsuitable; or

c. the Customer requests the Company to transport prohibited or hazardous items; or

d. circumstances beyond the Companys reasonable control prevent the safe or timely delivery of the Services.

7. Performance of Services

7.1 The Company will carry out the Services with reasonable care and skill, using suitably trained staff and appropriate vehicles and equipment.

7.2 The Company may choose the route and method by which to perform the Services, taking into account safety, efficiency and legal requirements.

7.3 While the Company will make reasonable efforts to perform the Services on the agreed date and within any estimated time frame, all times given for arrival and completion are estimates and are not guaranteed unless expressly agreed in writing.

7.4 The Customer or an authorised representative must be present at collection and delivery addresses to direct the placement of Goods and to check the premises at the end of the job. If no representative is available, the Company will place Goods in a reasonable manner and shall not be liable for any claims regarding positioning or minor handling decisions.

8. Exclusions and Limitations of Liability

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

8.2 Subject to clause 8.1, the Companys liability for loss of or damage to Goods, or for any other loss arising out of or in connection with the Services, shall be limited to a reasonable amount having regard to the value of the Goods and the price paid for the Services, and may in any event be limited by any specific liability cap referred to in the quotation or confirmation.

8.3 The Company will not be liable for:

a. loss or damage that arises from inherent defects, natural deterioration or pre-existing damage in Goods;

b. loss of or damage to valuables, including but not limited to money, jewellery, watches, precious metals, stones, documents, data, collections, antiques or fine art, unless expressly agreed in writing and specially packed and declared;

c. indirect or consequential losses, including loss of profit, loss of business, loss of use or loss of opportunity;

d. loss or damage caused by war, terrorism, civil commotion, natural disasters, severe weather, public authority actions, or other events outside the Companys reasonable control;

e. loss or damage resulting from defective or inadequate packing by the Customer where the Company has not been engaged to pack the Goods;

f. normal wear and tear, minor scratches, or cosmetic damage to pre-used items where reasonable care has been taken.

8.4 The Customer must notify the Company in writing of any visible loss or damage to Goods or property as soon as reasonably practicable and in any event within seven days of the Services being completed. Failure to notify within this period may affect the ability to investigate or handle any claim.

9. Insurance

9.1 The Company maintains appropriate insurance for its operations. Details of cover can be provided to the Customer on request.

9.2 The Companys insurance may be subject to limits, exclusions, excesses and conditions. It is the responsibility of the Customer to consider whether they require additional insurance cover in respect of the Goods or any particular risks.

10. Waste, Recycling and Regulations

10.1 The Company will only remove or dispose of waste and unwanted items where this has been specifically agreed as part of the Services and where such activity complies with relevant waste management regulations.

10.2 The Customer must not place hazardous, prohibited or regulated waste in any items supplied by the Company for removal or disposal, including but not limited to chemicals, paints, solvents, fuel, gas cylinders, asbestos, clinical waste, batteries or electrical items subject to special recycling rules, unless expressly agreed and correctly packaged and labelled.

10.3 Where the Company agrees to transport or dispose of unwanted items or waste on behalf of the Customer, the Customer confirms that they have the right to request such disposal and that the items do not breach any applicable laws or regulations.

10.4 The Company will aim to handle waste and recyclable materials responsibly and in accordance with applicable environmental regulations. However, the Customer remains responsible for ensuring that any instructions given to the Company in relation to waste comply with local and national rules.

10.5 Any penalties, fines or charges arising from the Customers failure to comply with waste or recycling regulations, or from instructions to the Company that are unlawful or unsafe, will be payable by the Customer.

11. Access, Property and Third Party Services

11.1 The Customer is responsible for ensuring that the Company has safe and appropriate access to both collection and delivery locations. This includes providing any necessary keys, codes or permissions for entry and ensuring that lifts, stairways and passages are clear.

11.2 The Company is not responsible for loss or damage arising from structural defects, weak floors, inadequate stairways, or similar property issues, provided that reasonable care has been taken in performing the Services.

11.3 Where the Company arranges or introduces third party services at the request of the Customer, those services may be provided under separate terms and conditions. The Company is not responsible for the acts or omissions of such third parties unless expressly agreed otherwise.

12. Complaints and Dispute Resolution

12.1 The Company aims to deliver a reliable service and handle any concerns fairly and promptly.

12.2 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the team on site where possible so that corrective action can be considered immediately.

12.3 If the issue cannot be resolved on site, the Customer should submit a written complaint to the Company as soon as reasonably practicable, providing full details of the circumstances and any supporting information.

12.4 The Company will review any complaint and respond within a reasonable time frame, setting out its findings and any proposed resolution.

13. Data Protection and Privacy

13.1 The Company will collect and process personal information about the Customer, such as names, addresses and contact details, for the purpose of providing the Services, handling bookings, managing payments and meeting legal obligations.

13.2 The Company will handle personal information in accordance with applicable data protection laws and will take reasonable steps to safeguard such information.

13.3 The Customer has certain rights in relation to their personal data, which may include rights of access, correction and objection, subject to legal limitations.

14. Variation and Assignment

14.1 The Company may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract, unless a later version is expressly agreed in writing.

14.2 Any variation to the Contract requested by the Customer will only be effective if agreed in writing by the Company.

14.3 The Company may assign or subcontract its rights and obligations under the Contract, provided that it remains responsible for the proper performance of the Services.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions and any Contract formed under them are governed by and shall be construed in accordance with the laws of England and Wales.

15.2 The courts of England and Wales shall have exclusive jurisdiction to determine any dispute arising out of or in connection with the Contract or these Terms and Conditions, including disputes relating to their existence, validity or termination.

16. General Provisions

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

16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

16.3 These Terms and Conditions, together with any written quotation and booking confirmation, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous understandings or agreements, whether written or oral.