Removals Swiss Cottage Terms and Conditions of Service
These Terms and Conditions set out the basis on which Removals Swiss Cottage provides removal, packing, storage and related services to private and business customers. By confirming a booking, paying a deposit or allowing our team to commence work, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Company means Removals Swiss Cottage, the provider of the services.
Customer means the person, firm or corporate body requesting the services from the Company.
Services means any removal, packing, unpacking, loading, unloading, transport, storage, waste removal or related services supplied by the Company.
Goods means all items and property in respect of which the Services are to be provided.
Premises means any property or location from or to which the Goods are moved, stored or otherwise handled.
Contract means the agreement between the Company and the Customer incorporating these Terms and Conditions.
2. Scope of Services
The Company provides household and office removals, packing and unpacking services, internal moves, short or long distance transport, and associated services within its service area, including Swiss Cottage and surrounding districts, as well as moves to and from other locations across the UK.
Any quotation or booking is made on the basis of the information you provide and is limited to the specific Services described. Any additional work, waiting time, extra journeys or changes in scope may incur additional charges.
3. Booking Process
3.1 Enquiries and quotations
The Customer may request a quotation by providing details of the locations, property type, access, inventory of Goods, special items and preferred dates. Quotations are usually given as estimates based on the information supplied and are subject to change if the information is incomplete, inaccurate or altered.
3.2 Acceptance of quotation
A Contract is formed when the Customer confirms acceptance of the quotation and the Company acknowledges the booking. Acceptance may be by written confirmation, online confirmation, or by payment of a deposit, depending on the method used.
3.3 Deposits and confirmation
The Company may require a deposit to secure a booking. The booking is not confirmed until the deposit has been received by the Company. The Company reserves the right to offer the date to other customers until confirmation and payment are received.
3.4 Changes to booking
Any requested changes to date, time, locations or Services are subject to availability and the Company’s agreement. The Company may revise the price to reflect any changes requested or circumstances that differ from the original quotation.
4. Customer Responsibilities
The Customer agrees to:
Provide accurate and complete information regarding the Goods, property access, parking restrictions, and any special handling requirements.
Arrange suitable parking and, where necessary, obtain local authority permits or permissions to allow the Company’s vehicles to park and load or unload lawfully and safely.
Ensure that the Premises are accessible, safe and ready for the Services to be carried out, including adequate lighting, clear walkways and reasonable access for vehicles and personnel.
Be present or represented by an authorised person during collection and delivery, to direct the team and confirm that the work has been completed as agreed.
Secure and remove valuable items, important documents, money, jewellery, or highly personal items unless specifically agreed in writing for them to be included in the move.
5. Payment Terms
5.1 Pricing
Prices are based on factors including distance, size of move, access conditions, labour requirements, packing materials, travel time and any additional services requested. Prices may be given inclusive or exclusive of VAT, and the basis will be indicated on the quotation.
5.2 Payment methods and timing
Unless otherwise agreed in writing, residential customers must pay any required deposit upon booking and the balance in cleared funds before or on the day of the move, prior to unloading. Business customers may be offered different terms subject to credit checks and written agreement.
5.3 Overruns and additional charges
Where the Services take longer than anticipated due to factors outside the Company’s control, such as waiting for keys, delays caused by third parties, poor access, or significantly increased volume of Goods, additional time and labour will be charged at the Company’s standard rates.
5.4 Late payment
If the Customer fails to make payment by the due date, the Company may charge interest on the outstanding amount at the statutory rate, suspend or cancel Services, and retain Goods in its possession until full payment including any storage or additional charges has been received.
6. Cancellations and Postponements
6.1 Cancellation by the Customer
If the Customer wishes to cancel or postpone a booking, the Customer must notify the Company as soon as possible. The following cancellation charges may apply, calculated as a percentage of the quoted price.
More than 7 days before the scheduled service date, the Company may retain an administration fee and refund any balance of deposit.
Between 2 and 7 days before the scheduled service date, up to 50 percent of the quoted price may be charged.
Less than 2 days before the scheduled service date, up to 100 percent of the quoted price may be charged.
The exact scale of charges will be indicated in the Company’s booking confirmation or as otherwise notified to the Customer.
6.2 Cancellation by the Company
The Company may cancel or suspend the Services without liability if the Customer fails to comply with these Terms and Conditions, fails to arrange suitable access or parking, fails to pay sums due, gives misleading information, or where it is unsafe or unlawful to proceed. In the event of cancellation by the Company for reasons not attributable to the Customer, any pre-paid sums for Services not yet provided will be refunded.
7. Excluded and Restricted Items
The Customer must not include in the Goods any items that are dangerous, illegal, explosive, flammable, corrosive or otherwise hazardous, including but not limited to gas cylinders, fuel, paints, solvents, firearms, ammunition, or chemicals, unless expressly agreed in writing in advance.
The Company does not accept responsibility for loss of or damage to jewellery, watches, precious metals, stones, cash, securities, important documents, or irreplaceable items unless specifically declared and agreed in writing with appropriate insurance arrangements.
Perishable goods, plants and animals are moved only at the Customer’s own risk and may be refused by the Company where conditions are unsuitable.
8. Liability and Limitations
8.1 Duty of care
The Company will use reasonable care and skill in providing the Services and handling the Goods. However, the Company’s liability is subject to the limitations set out in this section.
8.2 Basic liability cover
Unless a higher level of cover is agreed in writing, the Company’s liability for loss of or damage to Goods arising from its negligence or breach of Contract is limited to a fixed maximum amount per item or per consignment, as specified in the quotation or booking confirmation.
8.3 Excluded causes of loss or damage
The Company is not liable for loss or damage arising from the following causes.
Inherent defects, natural deterioration, wear and tear or pre-existing damage in the Goods.
Poor packaging by the Customer or by any person other than the Company, where the Company has not been responsible for packing.
Acts or omissions of the Customer or third parties, including failure to take delivery, inadequate instructions, or delays by other contractors.
Weather conditions, traffic congestion, road closures or other events beyond the Company’s reasonable control that lead to delay or additional time.
Electrical or mechanical derangement of appliances or equipment where there is no evidence of external physical damage caused by the Company.
8.4 Indirect and consequential loss
The Company will not be liable for loss of profits, loss of opportunity, loss of revenue, or any indirect or consequential loss arising from or in connection with the Services, even if notified of the possibility of such loss.
8.5 Time limits for claims
The Customer must inspect the Goods and Premises on completion of the Services and promptly notify the team of any visible issues. Any claim for loss or damage must be notified to the Company in writing within a reasonable time, generally no later than 7 days from the date of the move, unless otherwise required by law. Failure to notify within this period may affect the ability to investigate and resolve the claim.
9. Insurance
The Company maintains appropriate business insurances, including public liability and, where applicable, goods in transit cover. The level of cover and any applicable limits will be available on request. It is the Customer’s responsibility to consider whether these limits are sufficient and, if necessary, to arrange additional insurance for high-value items or full replacement cover.
10. Waste and Environmental Regulations
10.1 Lawful disposal
The Company will dispose of waste and unwanted items only in accordance with applicable waste management laws and regulations. When providing waste removal or clearance services, the Company will use licensed facilities and comply with any relevant duty of care obligations.
10.2 Prohibited waste
The Customer must not request the Company to remove or dispose of hazardous, clinical or controlled waste unless previously agreed and lawfully permitted. This includes, for example, asbestos, medical waste, chemical substances, or any other material classed as hazardous or controlled waste under applicable regulations.
10.3 Separation of waste and recyclables
Where reasonably practicable, the Company will seek to separate recyclable materials from general waste and use appropriate facilities for recycling. The Customer may be asked to assist in separating items or identifying which items are to be reused, recycled or disposed of.
10.4 Charges for disposal
Charges for disposal, recycling or clearance work will be set out in the quotation or agreed prior to the work taking place. Where weight, volume or type of waste differs from what was initially described, the Company may adjust the price to reflect actual costs incurred at disposal or recycling facilities.
11. Access, Parking and Property Damage
The Customer is responsible for ensuring suitable access at both collection and delivery addresses, including arranging parking permits or permissions where needed. The Company is not liable for fines, penalties or charges arising from insufficient or unlawful parking instructions given by the Customer.
While reasonable care will be taken to protect floors, walls and fixtures, minor scuffs or marks can occur during a move. The Customer should take steps such as removing fragile items from walls and surfaces, protecting delicate flooring and informing the Company of any vulnerable areas before work begins. The Company’s liability for damage to Premises is limited to damage caused by its negligence and is subject to the exclusions and limits set out in these Terms and Conditions.
12. Storage Services
Where the Company provides or arranges storage, the terms relating to access, charges, insurance and notice periods will be set out in the storage agreement or booking confirmation. Storage charges are usually payable in advance and may continue until all outstanding sums are settled and the Goods are collected. The Company may exercise a lien over Goods held in storage for unpaid charges and may, after giving reasonable notice, sell or dispose of Goods to recover outstanding amounts.
13. Data Protection and Privacy
The Company will use the Customer’s personal information for the purposes of providing quotations, delivering Services, managing accounts and fulfilling its legal obligations. Personal data will be handled in accordance with applicable data protection laws. The Company may use contact details to communicate about bookings, changes and follow-up services, and will not sell personal data to third parties.
14. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Services, the Customer should raise the issue with the team on the day where possible and follow up with the Company in writing as soon as reasonably practicable. The Company will investigate complaints and aim to respond within a reasonable timeframe. Both parties agree to make reasonable efforts to resolve disputes amicably before considering legal action.
15. Amendments to Terms
The Company may update these Terms and Conditions from time to time. The version in force at the time of confirmation of a booking will generally apply to that Contract. Any material changes will be made available to customers, and continued use of the Services after notification of updated terms will constitute acceptance of those changes where applicable.
16. Governing Law and Jurisdiction
These Terms and Conditions and any Contract between the Company and the Customer are governed by and shall be construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Services or these Terms and Conditions.
By proceeding with a booking or allowing the Services to commence, you confirm that you have read, understood and agreed to be bound by these Terms and Conditions.
