Terms and Conditions

Richmond Removal Company Terms and Conditions

These Terms and Conditions set out the basis on which Richmond Removal Company provides household and commercial removal, packing, storage and associated services within Richmond and the wider surrounding areas. By confirming a booking, placing an order for services, or allowing our staff to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

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

1.1 Company means Richmond Removal Company, the provider of the services.

1.2 Customer means the person, firm or organisation requesting the services and responsible for payment.

1.3 Services means removal, packing, loading, unloading, transport, storage, furniture disassembly and reassembly, and any other services agreed in writing.

1.4 Quotation means the written or verbal estimate provided by the Company setting out the indicative price for the services.

1.5 Inventory means any list of items to be moved or stored that is supplied by the Customer or prepared by the Company.

1.6 Premises means the property or properties from, to or through which the Company will provide the services.

2. Basis of Contract

2.1 The contract between the Company and the Customer is formed when the Customer confirms acceptance of the Quotation and the Company confirms the booking, subject to these Terms and Conditions.

2.2 Any Quotation is based on the information supplied by the Customer. The Company reserves the right to amend the Quotation and charge for any additional work or time if the information provided is incomplete, inaccurate, or subsequently changes.

2.3 Unless otherwise stated, Quotations are valid for 30 days from the date issued and are subject to the availability of resources on the requested service date.

2.4 No employee, contractor or agent of the Company has authority to vary these Terms and Conditions except where such variation is confirmed in writing by a director or authorised representative of the Company.

3. Booking Process

3.1 Bookings may be made following an on-site survey, a video or photographic survey, or via information provided by the Customer about the goods, access and locations.

3.2 The Customer must provide accurate details regarding:

a. The addresses involved, including any restrictions that may affect parking or access.

b. The volume and nature of the goods to be moved or stored.

c. Floors, lifts, long carry distances and any potential access issues.

d. Special handling requirements, such as pianos, safes, fragile or high value items.

3.3 The Company may refuse a booking where it reasonably believes that the work cannot be carried out safely, legally, or within the requested timescales.

3.4 The Company will provide an estimated arrival time window. This is not guaranteed and may vary due to traffic, weather or operational issues, particularly within busy areas in and around Richmond.

4. Services Included and Excluded

4.1 Unless otherwise agreed, the Quotation includes:

a. The provision of a vehicle or vehicles suitable for the removal.

b. The services of removal staff to load, transport and unload the goods.

c. Reasonable use of protective coverings for furniture and other suitable items.

4.2 Unless specifically itemised in the Quotation, the following are excluded:

a. Packing and unpacking of items.

b. Dismantling or reassembling furniture or fittings.

c. Disconnection or reconnection of appliances.

d. Taking up or laying carpets, floor coverings or fixtures.

e. Removal of items that are hazardous, illegal, perishable, or prohibited by law.

4.3 The Company may agree to provide additional services such as packing, dismantling, storage, or waste removal subject to an additional charge.

5. Customer Responsibilities

5.1 The Customer is responsible for:

a. Ensuring that all necessary permissions, permits and parking arrangements are obtained for the Premises, including any required local authority permits or parking suspensions.

b. Providing clear instructions and being available, or appointing an authorised representative to be available, during the move.

c. Ensuring that items are properly packed, labelled and ready for transport where packing is not included.

d. Declaring any items of high value or special fragility to the Company in advance of the move.

e. Securing valuables, important documents, money, jewellery and other personal items, which should not ordinarily be transported by the Company.

5.2 The Customer must not instruct the Company to transport or handle any illegal, flammable, explosive, corrosive or otherwise hazardous materials.

6. Payments and Charges

6.1 Unless otherwise agreed, a deposit may be required to confirm a booking, with the balance payable prior to or on the day of the move, before unloading is completed.

6.2 Payment terms will be set out in the Quotation. The Company accepts the forms of payment notified to the Customer, which may include card payment or bank transfer.

6.3 All charges are stated inclusive or exclusive of VAT as indicated in the Quotation. The Company reserves the right to adjust prices to reflect any change in the applicable rate of VAT.

6.4 Additional charges may apply where:

a. The move takes longer than reasonably anticipated due to circumstances beyond the Companys control, such as delays in gaining access, key release delays or unanticipated loading difficulties.

b. There are additional items not disclosed at the time of Quotation.

c. Access is significantly more difficult than indicated, including long carries, stairs, or restricted access for vehicles.

6.5 If payment is not made when due, the Company may:

a. Suspend performance of any remaining services.

b. Retain possession of goods until payment is received in full.

c. Charge interest on overdue amounts at the statutory rate until payment is made.

7. Cancellations and Postponements

7.1 The Customer may cancel or postpone a booking by giving written or verbal notice to the Company. The following charges may apply based on the notice period:

a. More than 10 working days before the service date: no cancellation charge.

b. Between 5 and 10 working days before the service date: up to 30 percent of the quoted price.

c. Less than 5 working days before the service date: up to 60 percent of the quoted price.

d. Less than 48 hours before the service date or on the day of the move: up to 100 percent of the quoted price.

7.2 If the Customer postpones, any applicable cancellation charge may be offset in whole or in part against the cost of the rearranged service at the Companys discretion.

7.3 The Company reserves the right to cancel or postpone the services if:

a. The Customer has not complied with these Terms and Conditions.

b. Conditions at the Premises make the work unsafe or unlawful.

c. Circumstances beyond the Companys control, such as severe weather, accidents or road closures, prevent the work from being carried out. In such cases, the Company will use reasonable endeavours to rearrange the services as soon as reasonably possible.

8. Access and Parking

8.1 The Customer must ensure suitable access for the Companys vehicles at both collection and delivery addresses, including, where necessary, arranging parking permits or suspensions in congested or controlled areas.

8.2 The Company is entitled to charge for any fines, penalties or additional parking costs incurred as a direct result of inadequate arrangements made by the Customer.

8.3 Where access is restricted or significantly differs from that described at the time of Quotation, the Company may charge additional fees to cover the extra time, labour or equipment required.

9. Liability for Loss or Damage

9.1 The Company will exercise reasonable care and skill in handling and transporting the Customers goods.

9.2 The Companys liability for loss of or damage to goods, however arising, is limited to a reasonable sum per item or per consignment as set out in the Quotation or any separate insurance policy. The Customer should arrange additional insurance cover if a higher level of protection is required.

9.3 The Company will not be liable for:

a. Loss of or damage to items packed by the Customer where there is no visible external damage to the packaging.

b. Loss of or damage to items of a fragile nature, including but not limited to glass, china, pictures, mirrors, or electronics, unless the Company has packed them using appropriate materials.

c. Loss of or damage arising from normal wear and tear, climatic conditions, changes in temperature, or inherent defects in goods.

d. Loss of or damage to items left in furniture or drawers, or to furniture that is not suitable for transport when fully assembled or loaded.

e. Any consequential or indirect loss, including loss of profit, loss of enjoyment or loss of use.

9.4 The Customer must inspect goods as soon as reasonably possible after completion of the services and notify the Company in writing of any apparent loss or damage within a reasonable time, and in any event no later than seven days after the move. Failure to do so may affect the ability to investigate or settle any claim.

10. Excluded Goods

10.1 The following items must not be submitted for removal or storage and the Company accepts no liability for them if they are moved or stored without its knowledge:

a. Money, securities, deeds, manuscripts, stamps, coins, or other collections.

b. Jewellery, watches, or precious metals.

c. Dangerous, explosive, corrosive or flammable materials, including gas cylinders, paints, solvents and fireworks.

d. Perishable goods or items requiring controlled environments.

e. Any goods that it would be unlawful for the Company to handle or transport.

10.2 The Company may, without notice, dispose of or arrange for the disposal of any goods listed in this clause that are found among the Customers effects.

11. Waste and Environmental Regulations

11.1 The Company operates in accordance with applicable UK waste and environmental regulations. Any waste collection or disposal service provided by the Company will be carried out under the appropriate licences and duty of care requirements.

11.2 The Customer must not request the Company to dispose of items in a way that would breach environmental law, including fly-tipping or the use of unauthorised sites.

11.3 Where the Company agrees to remove unwanted items, these may be recycled, donated, reused or disposed of at licensed facilities, at the Companys discretion.

11.4 Additional charges may apply for the disposal of certain items, including but not limited to mattresses, white goods, electrical items, construction waste and bulky furniture, in line with local disposal fees and regulations.

12. Storage Services

12.1 If storage is provided, goods will be stored at a facility chosen by the Company. The Company may change the location of the storage facility upon reasonable notice to the Customer.

12.2 Storage charges will accrue from the date the goods are placed into storage until they are removed. Charges are normally invoiced in advance.

12.3 The Customer must keep the Company informed of current contact and address details during the storage period.

12.4 If storage charges remain unpaid, the Company may exercise a lien over the goods and, after reasonable notice, may sell or dispose of the goods to recover outstanding sums, subject to applicable law.

13. Insurance

13.1 The Company may hold insurance cover for public liability and for damage to goods while in transit, subject to policy terms, limits and exclusions.

13.2 The Customer is encouraged to arrange independent insurance for goods of high value or particular importance, especially where comprehensive cover is required beyond any standard liability limits of the Company.

14. Complaints

14.1 If the Customer is dissatisfied with any aspect of the services, they should raise the issue with the team on the day where possible.

14.2 Any formal complaint should be made to the Company as soon as practicable, setting out the nature of the complaint and any supporting information. The Company will investigate and aim to respond within a reasonable period.

15. Force Majeure

15.1 The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is caused by events beyond its reasonable control, including but not limited to severe weather, accidents, road closures, strikes, public disturbances, or acts of government.

15.2 In such circumstances, the Company will use reasonable efforts to minimise disruption and rearrange services where possible.

16. Data Protection

16.1 The Company will process personal data provided by the Customer in accordance with applicable UK data protection legislation for the purposes of managing bookings, delivering services, handling payments and communications, and meeting legal obligations.

16.2 Personal data will not be sold to third parties. It may be shared with service providers and insurers where necessary for the performance of the contract.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services provided shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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 their subject matter.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

18.2 The failure of the Company to enforce any provision of these Terms and Conditions shall not be construed as a waiver of that provision or any other provision.

18.3 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company.

18.4 These Terms and Conditions, together with the Quotation and any agreed written variations, constitute the entire agreement between the Company and the Customer in relation to the services and supersede any prior understandings or agreements.