Shepherd's Bush Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Shepherd's Bush Removals provides removals and related services to private 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 proceeding with your booking.

1. Definitions

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

Company means Shepherd's Bush Removals, the trading entity providing removal and related services.

Customer means the person, firm or company who books or receives the services from the Company.

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

Service Area means the main areas in which the Company operates and provides services, including Shepherd's Bush and surrounding districts, as well as other locations within the United Kingdom as agreed at the time of booking.

Goods means all furniture, personal belongings, household contents, office contents and any other items entrusted to the Company for the purposes of the Services.

Contract means the agreement between the Company and the Customer for the supply of Services in accordance with these Terms and Conditions and any written confirmation provided by the Company.

2. Scope of Services

The Company offers residential and commercial removals, packing and unpacking services, loading and unloading, local and longer distance transport within the United Kingdom, and related services as described in the quotation or booking confirmation.

The specific scope of the Services, including locations, dates, times, number of staff and vehicles, and any additional services such as packing materials or dismantling and reassembling furniture, shall be set out in the quotation or booking confirmation.

The Company reserves the right to decline or withdraw services if circumstances arise that make the work unsafe, unlawful, or materially different from that described at the time of booking.

3. Booking Process

All bookings are subject to availability and to acceptance by the Company. A booking may be made by the Customer by telephone or in writing via the Company’s usual communication channels.

The Company may, at its discretion, arrange a survey of the premises or rely on information and inventories provided by the Customer. The accuracy of any information given by the Customer is the responsibility of the Customer.

Following receipt of the required information, the Company will provide a quotation or an estimate. Quotations or estimates are not binding until the Company confirms the booking in writing and the Customer has accepted the quotation and complied with any deposit requirements.

The Customer is responsible for ensuring that all details provided are accurate, including access conditions, parking arrangements, size and quantity of Goods, and any special handling requirements.

Changes to the booking, including date, time, addresses or service requirements, must be requested by the Customer as early as possible. The Company will make reasonable efforts to accommodate changes but cannot guarantee availability. Changes may result in revised charges.

4. Quotations and Pricing

Unless otherwise stated in writing, quotations are based on the information provided by the Customer and are valid for a limited period as specified in the quotation.

The quotation will set out the Services to be provided and the price, which may include an hourly rate or a fixed fee, together with any additional charges such as congestion charges, tolls, parking fees, or extended travel within the service area or to other parts of the UK.

The Company reserves the right to adjust the price where:

1. The information provided by the Customer was incomplete or inaccurate.

2. Access to the collection or delivery address is significantly more difficult than advised.

3. Additional Goods are included which were not originally disclosed.

4. Services are delayed or extended for reasons beyond the control of the Company.

Any such adjustments will be reasonable and notified to the Customer as soon as practicable.

5. Payments and Charges

Payment terms will be specified in the quotation or booking confirmation. Unless otherwise agreed, payment for residential removals is due in full no later than the start of the removal service, and for commercial moves according to the agreed schedule.

The Company may require a deposit to confirm the booking. Deposits are payable by the methods advised by the Company and must be received within the specified timeframe. If a deposit is not received, the Company may release the booking slot.

Any additional charges incurred on the day of the move, such as additional time, additional Goods, waiting time due to delays outside the Company’s control, or parking penalties arising from inadequate arrangements by the Customer, will be added to the final invoice.

If payment is not received by the due date, the Company reserves the right to withhold or suspend Services, to apply administrative charges for late payment, and to charge interest on overdue amounts in line with applicable UK law.

6. Cancellations and Postponements

The Customer may cancel or postpone the booking by providing notice to the Company.

The Company’s cancellation and postponement charges are as follows, unless otherwise stated in writing.

1. If the Customer cancels or postpones more than seven days before the scheduled service date, any deposit paid may be refunded or transferred at the Company’s discretion, less any reasonable administrative costs.

2. If the Customer cancels or postpones within seven days but more than 48 hours before the scheduled service date, the Company may retain all or part of the deposit to cover lost bookings and administrative expenses.

3. If the Customer cancels or postpones within 48 hours of the scheduled service date, the Company reserves the right to charge up to 75 per cent of the agreed price.

4. If the Customer cancels or postpones on the day of the Service or after the Company’s team has been dispatched, the Company reserves the right to charge up to 100 per cent of the agreed price.

If the Company has to cancel or postpone the Service due to circumstances beyond its reasonable control, such as severe weather, road closures, vehicle breakdown, staff illness, accidents, or other unforeseen events, the Company will notify the Customer as soon as practicable and will offer an alternative date or time. The Company shall not be liable for any indirect or consequential loss arising from such cancellation or postponement.

7. Customer Obligations

The Customer agrees to:

1. Ensure that all Goods to be moved are properly packed and ready for transport unless packing services are included in the Contract.

2. Remove or secure any items that may cause damage or present a safety risk.

3. Arrange suitable parking and access for the Company’s vehicles at both collection and delivery locations, including any necessary permits or authorisations.

4. Ensure that the premises are accessible and safe for the Company’s staff to work in.

5. Be available, or appoint a responsible representative, to be present during the move to provide instructions and sign relevant documentation.

6. Comply with any reasonable instructions given by the Company’s staff to enable the safe and efficient performance of the Services.

The Customer warrants that they own the Goods or have full authority from the owner to enter into the Contract and that no Goods are subject to any third-party claims.

8. Items Not Accepted for Removal

The Company is not obliged to remove, transport or handle certain items, including but not limited to:

1. Hazardous, toxic, flammable, explosive or corrosive materials.

2. Illegal goods or items obtained unlawfully.

3. Live animals, plants requiring special care, or perishable foods.

4. Valuable items such as jewellery, cash, important documents, collections, or antiques, unless expressly agreed in writing.

If such items are found among the Goods without prior written agreement, the Company may refuse to handle them, and the Customer may be required to remove them immediately. The Company accepts no liability for loss or damage to prohibited items.

9. Liability and Limitations

The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability is subject to the limitations set out in this section.

The Company shall not be liable for:

1. Normal wear and tear, or minor scratches or scuffs to floors, walls or furniture that can reasonably occur in the course of a removal.

2. Loss or damage arising from the Customer’s failure to pack Goods properly where packing services were not provided by the Company.

3. Loss or damage where Goods are already damaged, fragile, or structurally weak, including flat-pack furniture and self-assembled items.

4. Loss of data or software from computers, laptops, or other electronic devices.

5. Damage arising from dismantling or reassembling furniture or equipment, unless caused by the Company’s negligence.

6. Any indirect or consequential loss, including loss of earnings, loss of profit, or loss of opportunity.

Any claim for loss or damage must be reported to the Company in writing as soon as reasonably possible and in any event within seven days of completion of the Services. The Customer must provide reasonable evidence of the loss or damage.

Where the Company is found liable for loss or damage to Goods, the Company’s liability shall be limited to a reasonable repair or replacement cost, taking into account the age and condition of the Goods, and subject to any overall cap stated in the quotation or applicable law.

Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot be excluded under UK law.

10. Insurance

The Company maintains appropriate insurance cover in connection with its business and provision of the Services. The existence of such insurance does not increase or extend the Company’s liability beyond the limits set out in these Terms and Conditions.

The Customer is encouraged to maintain adequate insurance cover for their own Goods and may, if they wish, arrange additional coverage for high-value items or for specific risks not covered by the Company’s standard insurance.

11. Waste, Rubbish and Environmental Regulations

The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general rubbish clearance contractor and will only remove waste where this has been expressly agreed in the quotation or booking confirmation.

Where the Company agrees to remove waste or unwanted items, the Customer confirms that they have the right to dispose of such items and that they are not hazardous or prohibited materials. The Company will dispose of waste in a lawful and responsible manner, in line with relevant regulations.

The Customer must not request the Company to dispose of items unlawfully, to fly-tip, or to mix restricted waste with normal household or office items. The Company reserves the right to refuse any waste-related request that is not compliant with UK regulations or its own policies.

Any additional charges arising from waste disposal, recycling, or special handling of certain materials will be clearly explained to the Customer where applicable.

12. Delays and Events Beyond the Company’s Control

The Company will make reasonable efforts to complete the Services within the agreed timeframes. However, the Company shall not be liable for delays or failure to perform the Services due to events beyond its reasonable control, including but not limited to traffic congestion, road closures, accidents, weather conditions, vehicle breakdowns, strike action, or delays caused by third parties.

If such events occur, the Company will keep the Customer informed as far as reasonably practicable and will take reasonable steps to minimise the impact on the Services. The Customer remains responsible for any costs arising from delays caused by circumstances under the Customer’s control, such as late access to properties or incomplete packing.

13. Complaints

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, rectified.

Complaints should be submitted in writing, with as much detail as possible, including dates, times, locations and the nature of the issue. The Company will review the complaint, request any further information it may reasonably require, and respond within a reasonable period.

14. Data Protection and Privacy

The Company collects and processes personal information about the Customer for the purpose of arranging and providing the Services, managing the Contract, and fulfilling legal and regulatory obligations.

The Company will handle personal data in accordance with applicable UK data protection laws and only retain such data for as long as necessary to fulfil the purposes for which it was collected or as required by law.

15. Severability

If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue in full force and effect.

16. Governing Law and Jurisdiction

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.

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 these Terms and Conditions or the Contract.

17. Amendments to these Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect from the date they are published or otherwise communicated to the Customer and will apply to all bookings made after that date.

For existing confirmed bookings, the version of the Terms and Conditions in force at the time of booking will apply, unless any changes are required by law or regulation.

By proceeding with a booking and using our services, you confirm that you have read, understood and agree to these Terms and Conditions.