Hammersmith Removals Service Terms and Conditions

These Terms and Conditions apply to all services provided by Hammersmith Removals to consumer and business customers within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

1.1 We, us, our means Hammersmith Removals, the removal and relocation service provider.

1.2 You, your means the customer who requests, books or uses our services.

1.3 Services means any removal, packing, loading, transport, unloading, storage or related services supplied by us.

1.4 Goods means all items that are to be moved, handled, packed, transported or stored by us on your behalf.

1.5 Contract means the legally binding agreement between you and us, comprising these Terms and Conditions and any written quotation or booking confirmation.

2. Scope of Services

2.1 We provide domestic and commercial removal and related services, including local moves within Hammersmith and surrounding areas, as well as longer-distance moves within the United Kingdom, subject to these Terms and Conditions.

2.2 The precise scope of services for your move will be set out in your quotation or booking confirmation, including details such as the address or addresses, dates, approximate timings, any packing or unpacking services, and whether dismantling or reassembly is included.

2.3 Any additional services requested on the day of the move that were not included in the original quotation may incur extra charges, which must be agreed with us before those additional services are carried out.

3. Booking Process

3.1 You may request a quotation by providing accurate and complete information about the property or properties, access conditions, inventory of Goods, and any special requirements.

3.2 Quotations are typically provided on a non-obligation basis and are valid for a limited period, which will be indicated at the time of issue. We reserve the right to withdraw or revise a quotation if the information you supplied was incomplete, inaccurate or has changed.

3.3 A booking is confirmed only when we have accepted your request, issued a booking confirmation, and you have paid any required deposit. Until this point, availability is not guaranteed.

3.4 You are responsible for checking that all details in the quotation and booking confirmation are correct. Any discrepancies must be raised with us promptly and no later than 48 hours before the scheduled service date, where reasonably possible.

3.5 We reserve the right to refuse any booking at our discretion, including where we reasonably believe that the job is unsafe, unlawful, or impracticable with the resources available.

4. Customer Responsibilities

4.1 You must ensure that you have full authority and permission to move the Goods and to enter and use all relevant premises.

4.2 You must arrange suitable and safe access at all addresses, including the removal of any obstacles, securing parking or access permits where necessary, and informing us of any restrictions such as narrow roads, low ceilings, stairs, lifts, or parking limitations.

4.3 You must ensure that all Goods are properly packed, secured and ready for transport if you have not booked a packing service. Fragile or high-value items should be clearly marked and separately identified.

4.4 You must be present or represented at all times during loading and unloading to direct our team and to ensure that nothing is removed or left behind in error. Where you appoint a representative, you accept that their instructions are binding as if given by you.

4.5 You must not ask us to move any items that are illegal, hazardous, perishable, explosive, or otherwise unsuitable for transport, including but not limited to cash, jewellery, important documents, live animals, plants, flammable or corrosive substances, or waste materials except as expressly agreed.

5. Payments and Charges

5.1 All charges will be as stated in our quotation or booking confirmation, subject to any variations in accordance with these Terms and Conditions.

5.2 We may require a deposit to secure your booking. The amount and due date of any deposit will be communicated at the time of booking. Deposits are normally non-refundable, subject to the cancellation terms set out in these conditions.

5.3 Unless otherwise agreed in writing, the balance of the charges is payable on or before the day the services are provided. We reserve the right not to commence or to suspend work if payment is not received as agreed.

5.4 Additional charges may apply if:

a. You request extra services not specified in the original quotation.

b. Access at the collection or delivery address is significantly more difficult than disclosed, for example due to long carrying distances, additional flights of stairs, or inadequate parking.

c. There are delays caused by circumstances outside our reasonable control, including but not limited to waiting for keys, lack of access, or incomplete packing.

d. We are required to handle items that are unusually heavy, bulky, or difficult to move, which were not declared at the time of quotation.

5.5 All charges are payable in the currency stated in the quotation. Any applicable taxes will be included or clearly identified in our pricing.

6. Cancellations and Postponements

6.1 You may cancel or postpone your booking by giving us written or verbal notice, subject to the following charges unless otherwise agreed:

a. More than 7 days before the scheduled service date: loss of any non-refundable deposit only.

b. Between 2 and 7 days before the scheduled service date: up to 50 percent of the quoted charges.

c. Less than 2 days before the scheduled service date or on the day of the move: up to 100 percent of the quoted charges.

6.2 If we arrive at the collection address at the agreed time and are unable to carry out the work due to lack of access, incomplete packing, cancellation on the spot, or any other reason outside our reasonable control, this will be treated as a same-day cancellation and the applicable charges may be payable.

6.3 We reserve the right to cancel or postpone the service where there are safety concerns, extreme weather conditions, staffing issues, or other events beyond our reasonable control. In such cases, we will aim to rearrange the service for the earliest convenient date and will not be liable for any consequential losses arising from the rescheduling.

7. Insurance and Liability

7.1 We will take reasonable care in handling and transporting your Goods. However, our liability is subject to the limitations set out in this section and is conditional upon you fulfilling your obligations under these Terms and Conditions.

7.2 Unless otherwise agreed in writing, our liability for loss of or damage to Goods, however caused, shall be limited to a reasonable amount per item or per consignment, having regard to the value and condition of the Goods. Details of any specific limits will be provided upon request.

7.3 We shall not be liable for:

a. Loss or damage arising from your failure to adequately pack or protect items where packing was your responsibility.

b. Loss or damage to fragile items, including glass, china, artwork, and electronics, unless we have packed them ourselves or agreed special handling in advance.

c. Loss of data or records, including digital files, for any reason.

d. Loss or damage caused by wear and tear, inherent defects, pre-existing damage, or natural deterioration.

e. Indirect or consequential loss, including but not limited to loss of profits, loss of income, or loss of opportunity.

7.4 You must notify us in writing of any visible loss or damage as soon as reasonably possible and in any event within 3 days of completion of the services. For non-visible damage or loss, you must notify us in writing within 7 days of completion. Failure to notify us within these periods may affect our ability to investigate and may limit or extinguish any liability.

7.5 Our staff are not authorised to admit liability on behalf of the company. Any alleged admission by a member of our team must be confirmed in writing by us to be valid.

8. Excluded Items

8.1 We do not accept liability for loss of or damage to certain items, whether or not we have been informed of their presence, including but not limited to:

a. Jewellery, watches, precious metals, stones and similar valuables.

b. Cash, credit cards, financial instruments and negotiable documents.

c. Important documents, passports, personal identity papers, or irreplaceable records.

d. Perishable goods, plants, animals, and any living organisms.

e. Hazardous, explosive, flammable, or corrosive substances, including gas cylinders, fuels, paints and chemicals.

8.2 If such items are included in your Goods without our knowledge or consent, you do so at your own risk and must indemnify us against any claims, damage, or loss arising from their presence.

9. Waste Regulations and Prohibited Materials

9.1 We operate in accordance with applicable UK waste management and environmental regulations. We are not a general waste disposal company and do not transport or dispose of household or commercial waste unless specifically agreed in advance and in accordance with relevant regulations.

9.2 You must not present for removal any controlled waste, fly-tipped materials, or items requiring specialist disposal, such as asbestos, clinical waste, or hazardous chemicals, unless we have explicitly agreed in writing and hold the appropriate authorisations for the service.

9.3 Where we agree to remove unwanted items, we will determine whether those items are suitable for recycling, donation, reuse, or disposal via licensed facilities. Additional charges may apply for clearance services and disposal fees.

9.4 If we discover that we have unknowingly collected prohibited or hazardous materials, we reserve the right to halt the service, return the items to you or place them in a safe location, and charge for any costs incurred, including any regulatory charges or penalties.

10. Delays and Force Majeure

10.1 We will use reasonable efforts to carry out the services on the agreed dates and within the approximate timescales. However, times are estimates only and not guaranteed.

10.2 We shall not be liable for any delay or failure to perform our obligations where such delay or failure results from events or circumstances beyond our reasonable control, including but not limited to adverse weather, traffic conditions, vehicle breakdown, accidents, road closures, strikes, lockouts, public transport disruption, or acts of government or authority.

10.3 Where a delay occurs for reasons beyond our control, we will keep you informed where reasonably possible and will complete the work as soon as practicable in the circumstances.

11. Complaints

11.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our team on the day where possible, so that we have an opportunity to resolve the matter promptly.

11.2 If the issue is not resolved at the time, you should submit a detailed written complaint to us as soon as reasonably practicable, including your booking details, a description of the issue, and any supporting information or photographs.

11.3 We will review your complaint and respond within a reasonable period, usually within 14 days. Where appropriate, we may propose remedial action, compensation within the limits of our liability, or another form of resolution.

12. Data Protection

12.1 We will collect and process personal information about you for the purpose of providing our services, managing bookings, handling payments, and complying with legal obligations.

12.2 We will handle your personal data in accordance with applicable UK data protection laws. We will not sell your personal information to third parties and will only share it where necessary for the provision of our services, for legal compliance, or with your consent.

13. Amendments to These Terms

13.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time your booking is confirmed will apply to your Contract, unless changes are required by law or regulatory authority.

13.2 Any variation to these Terms and Conditions requested by you will only be valid if agreed in writing by us.

14. Severability

14.1 If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by any court or competent authority, such provision shall be deemed deleted to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

15. Governing Law and Jurisdiction

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

15.2 You and we 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 these Terms and Conditions or their subject matter or formation.

By confirming a booking with Hammersmith Removals, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.