Shepherds Bush Removals Terms and Conditions
These Shepherds Bush Removals Terms and Conditions set out the basis on which our moving and transport services are provided. By making a booking, the customer agrees that these terms apply to the full extent permitted by UK law. They are intended to create a clear understanding between the customer and the removal company, covering the booking process, quotations, payments, cancellations, liability, waste handling, and the legal framework that governs the service. For the avoidance of doubt, references to we, us, or our mean Shepherds Bush Removals, and references to you or your mean the person, business, or organisation using the service.
These terms are written for a UK service agreement and should be read together with any written quotation, booking confirmation, or service schedule issued by us. If there is any inconsistency, the written quotation or confirmed service specification will usually take priority for the particular job, but these terms remain applicable unless expressly varied in writing. Nothing in this document affects your statutory rights where you are acting as a consumer. Nothing in this document limits liability where such limitation would be unlawful under the laws of England and Wales.
We recommend that customers read the full terms before confirming a move, clearance, or delivery arrangement. In particular, the customer should ensure that all information provided is accurate, including access conditions, inventory details, packing requirements, parking restrictions, and any items requiring special handling. A fair and efficient removals service depends on correct information, timely communication, and reasonable cooperation from all parties involved.
Booking a removal service begins when you submit details of the work required and we provide a quotation, estimate, or indicative price. Any quotation is based on the information supplied at the time and may assume certain conditions about property access, item size, volume, labour requirements, and journey distance. If the circumstances change, we may revise the price accordingly. A booking becomes confirmed only when we accept it and, where required, receive any deposit or written acceptance requested by us. Until that point, no date or time is guaranteed.
It is your responsibility to provide complete and accurate information when requesting a quotation. This includes, where relevant, the number and type of rooms, the quantity and weight of items, whether dismantling or reassembly is required, whether there are stairs or lifts, and whether any objects are fragile, valuable, oversized, hazardous, or difficult to move. If the scope of work differs materially from what was originally disclosed, the final charges may be adjusted to reflect the actual service provided.
We may refuse or amend a booking where the requested work is unsafe, unlawful, impractical, or outside our operational capabilities. Shepherds Bush removals services may also be subject to vehicle access limits, parking restrictions, weather conditions, or other operational constraints. If we identify an issue that materially affects the service, we will normally try to discuss alternative arrangements with you. However, we are not obliged to proceed where doing so would expose our staff, your property, or third parties to avoidable risk.
Payments are due in accordance with the pricing stated in the quotation or booking confirmation. Unless otherwise agreed in writing, charges may include labour, vehicle use, mileage, waiting time, access delays, packing materials, and any agreed additional services. For larger or bespoke jobs, a deposit may be required to secure the booking. Deposits are usually non-refundable except where cancellation is made by us or where a refund is required by law. The balance must be paid in full by the agreed deadline, and we may withhold the service or delay completion until payment arrangements are satisfied.
We accept that moving-day conditions can change, so any extra work requested on the day, including additional loading, unexpected stairs, long carries, dismantling, reassembly, or extra trips, may incur extra charges. Unless a fixed price has been expressly agreed, estimates are based on the anticipated duration and scope of the job. If the service takes longer because of factors outside our control, such as poor access, waiting for keys, incomplete packing, or inaccurate inventory information, additional time may be charged at the applicable rate.
All invoices should be checked promptly. If you believe there is an error, you should notify us within a reasonable period after issue. Failure to raise a genuine dispute promptly does not remove any rights you may have under law, but it may affect our ability to investigate. Late or non-payment may result in interest, recovery costs, or suspension of future services, to the extent permitted by law. We may also retain goods where lawful and where such retention is clearly stated in the booking terms or invoice terms applicable to the job.
Cancellations and postponements must be notified as soon as possible. If you cancel a booking before the agreed service date, any fee payable will depend on the timing of the cancellation, the resources reserved, and any costs already incurred. Where a deposit is taken, part or all of it may be retained to cover administrative costs, reserved labour, vehicle allocation, or materials purchased specifically for your job. The closer the cancellation is to the scheduled date, the more likely it is that a proportion of the fee will be retained.
We may cancel or reschedule a booking where circumstances beyond our reasonable control make performance impossible, unsafe, or commercially unreasonable. These circumstances may include severe weather, vehicle breakdown, staff illness, road closures, flooding, industrial action, or property access issues not disclosed in advance. Where practical, we will seek to rebook or rearrange the service at a mutually convenient time. If we must cancel, any prepaid sums for undelivered services will be refunded, unless the law permits us to deduct reasonable costs already incurred.
If you are a consumer and have booked remotely, any applicable cooling-off rights under consumer law may apply, subject to the usual exceptions for services that begin with your consent before the end of the cancellation period. Where you ask us to commence the service during that period, you may be required to pay for the work carried out up to the point of cancellation. The customer remains responsible for making the property and goods available at the agreed time and for ensuring that cancellation requests are clear and timely.
Our liability is limited to losses or damage caused by our negligence, breach of contract, or failure to exercise reasonable care and skill in providing the removal and transport service. We are not responsible for indirect or consequential losses, loss of profit, loss of opportunity, or any damage arising from pre-existing defects, inadequate packaging supplied by the customer, or hidden conditions not reasonably discoverable during the job. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.
Customers must take reasonable steps to protect items of particular value or fragility. Unless we have expressly agreed otherwise in writing, jewellery, cash, passports, deeds, financial documents, sentimental items, and similar valuables should be kept with you rather than loaded into the vehicle. Where we agree to handle fragile or high-value goods, any special packing or declaration requirements must be followed. We may refuse to move an item if it appears unsafe, unlawfully packed, or likely to cause damage or injury. Any claim for damage should be reported promptly and supported by reasonable evidence, including photographs where available.
We are not liable for damage arising from normal wear and tear, minor scuffs, or unavoidable handling marks associated with the careful movement of bulky furniture and appliances, provided the service was carried out with reasonable care. Where disassembly or reassembly is requested, we do not guarantee that pre-existing fittings, fixings, or manufacturing tolerances will allow perfect reinstatement. If we move goods on behalf of a business customer, the customer should ensure that relevant insurance arrangements are in place for their stock, records, and equipment. Our own insurance, if applicable, will be subject to the policy terms and any exclusions.
Waste, disposal, and clearance work are handled in accordance with applicable UK waste regulations. If our service includes removal of unwanted items, packaging, or surplus materials, ownership of those items passes only if this has been clearly agreed and only to the extent permitted by law. The customer must not ask us to collect or transport hazardous waste, asbestos, chemicals, medical waste, gas cylinders, pressurised containers, or any other prohibited material unless we have expressly agreed and are legally permitted to do so. Any suspected hazardous item may be refused without liability on our part.
Where waste collection or disposal is included, the customer must provide accurate descriptions of the materials to be removed. Misclassification of waste can create legal and environmental risk, so the customer must not conceal the presence of regulated items. We may ask questions about the origin or composition of materials to satisfy our compliance obligations. If a job contains mixed waste or items requiring special disposal, additional charges may apply to reflect lawful handling, segregation, transport, and disposal costs. Any documentation reasonably required for compliance may be requested before or after collection.
We will use reasonable care to ensure that waste handled under the Shepherds Bush removals service is transferred, transported, and disposed of lawfully, either by us or by authorised third parties where permitted. Customers acknowledge that waste regulation compliance may require us to decline certain collections, separate materials, or take alternative routes of disposal. If a customer provides inaccurate information about waste type, the customer may be responsible for any resulting costs, penalties, or loss arising from the misdescription, except where we are legally responsible for our own independent failure.
Customers must ensure suitable access to the property and must obtain any necessary permissions for parking, entry, lift use, or loading bay access. If we are delayed because access is not available, because keys are not released on time, or because the property is not ready for loading or unloading, waiting charges or additional attendance charges may apply. We are entitled to rely on instructions given by the customer or by any person reasonably believed to be authorised to act on the customer’s behalf. If a third party gives conflicting instructions, we may suspend work until the position is clarified.
The customer is responsible for ensuring that the goods to be moved are appropriately prepared unless packing or preparation has been expressly included in our service. This includes securing loose parts, defrosting appliances where necessary, disconnecting utilities where safe and appropriate, and advising us of any item that requires specialist handling. Our staff may use reasonable methods to move goods safely, but we are not required to undertake work that would be unsafe, illegal, or beyond ordinary removals practice. If specialist equipment is needed, this should be discussed in advance.
Any estimate of arrival time is given in good faith but is not a guarantee. Traffic, weather, job duration, access problems, or delays on earlier jobs may affect timings. We will try to keep the customer informed where practicable. Force majeure events, including but not limited to severe weather, fire, flood, epidemic, civil disturbance, strike action, or governmental restriction, may excuse performance for the period of the event. If an event outside our control materially affects the job, either party may agree to rearrange the service on reasonable terms.
These terms constitute the whole agreement between the parties in relation to the service, except for any express written amendments accepted by us. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in force. A failure by us to enforce any right or remedy immediately does not waive that right or remedy. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.
Shepherds Bush Removals may update or revise these terms from time to time to reflect changes in law, business practice, or service structure. The version applying to your booking is the version in force at the time the booking is confirmed, unless a later written amendment is agreed by both parties. Customers are encouraged to retain a copy of the booking confirmation and any applicable quotation for their records. This helps ensure that the service scope, pricing, and agreed arrangements can be checked if needed later.
The customer confirms that they have authority to enter into the booking, that all information supplied is true and complete to the best of their knowledge, and that they accept responsibility for any failure to disclose facts that materially affect the service. By proceeding with the booking, the customer acknowledges that these terms and conditions for removals form part of the contract between the parties and that the service will be delivered in accordance with them, subject always to applicable law.
The contract formed under these terms is governed by the laws of England and Wales. Any dispute arising from or connected with the service, the quotation, the payment process, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If you are a consumer, you may also have rights to bring proceedings in another UK jurisdiction where the law requires it.
In interpreting these terms, headings are provided for convenience only and do not affect meaning. References to a statute or regulation include any amendment, replacement, or re-enactment of it. Where a term is broad or general, it should be read in a way that is consistent with the rest of the document and with the lawful operation of a professional removals and clearance service. Any ambiguity will be resolved by applying ordinary principles of contract interpretation and, where appropriate, consumer protection law.
These terms are intended to provide a fair balance between operational flexibility and customer protection. They help ensure that Shepherds Bush Removals can deliver services safely, lawfully, and efficiently while giving customers clarity on what is included, how charges are calculated, and what happens if plans change. By booking with us, you confirm that you understand these conditions and agree to comply with them throughout the course of the service.