Terms and Conditions

Removals Highbury Terms and Conditions

These Terms and Conditions set out the basis upon which Removals Highbury provides domestic and commercial removal and related services. By placing a booking with us, you agree that these Terms and Conditions will apply to all services we provide to you, unless we agree otherwise in writing.

1. Definitions

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

Client means the person, company or organisation that requests and/or pays for the services.

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

Agreement means the contract between the Client and Removals Highbury incorporating these Terms and Conditions and any written quotation or written confirmation of booking.

Goods means the items and personal belongings that the Client requests us to move, handle, transport, or store.

2. Scope of Services

Removals Highbury provides household and office removals, packing and unpacking services, loading and unloading services, and related local and regional transport. The specific services to be carried out will be as set out in our written quotation or booking confirmation.

We will use reasonable care and skill in the provision of the services, taking into account the nature of the premises we attend and the areas in which we operate.

3. Booking Process

3.1 Enquiries and quotations

Clients may request an estimate or quotation by providing accurate details of the property locations, access, parking, the approximate volume and nature of the goods, and any special requirements such as packing, dismantling, or storage.

Any quotation or estimate is based on the information provided by the Client. If the information is incomplete or inaccurate, the quotation may be adjusted or the services may be refused or rescheduled.

3.2 Accepting a quotation

An Agreement is formed when the Client accepts our quotation or booking proposal in writing or verbally and we confirm the booking. We reserve the right to refuse or cancel any booking at our discretion, in which case any pre-paid amounts will be refunded, except where the cancellation is due to a breach by the Client.

3.3 Changes to bookings

If the Client wishes to change the date, time, addresses, scope of work, or other details after a booking has been confirmed, we will use reasonable efforts to accommodate the change. Any change may result in a revised quotation and additional charges. Changes are subject to availability.

4. Access, Parking and Client Responsibilities

The Client is responsible for ensuring that we have suitable and safe access to the collection and delivery addresses, including access roads, driveways, hallways, staircases, lifts, and entrances.

The Client must arrange any necessary parking permissions or permits and is responsible for any parking charges, congestion charges, or penalties incurred as a result of insufficient or inaccurate information provided to us concerning access and parking.

The Client must be present, or arrange for an authorised representative to be present, at the collection and delivery addresses to supervise and confirm that the correct goods are collected and delivered. Where a representative is appointed, the Client remains responsible for all instructions given by that representative.

5. Goods and Items We Do Not Move

Unless agreed in writing in advance, we do not move, handle, or store:

Perishable goods or items requiring controlled temperature.

Livestock, pets, or other animals.

Hazardous, flammable, explosive, or illegal items, including but not limited to gas cylinders, fuel, chemicals, weapons, ammunition, and controlled substances.

High-value items including jewellery, watches, precious metals, cash, bonds, original works of art, or collections, unless they are specifically declared and we have agreed in writing to handle them.

If such items are included without our knowledge, we will have no liability for their loss or damage and may remove or dispose of them in a safe and lawful manner at the Client’s expense.

6. Packing, Dismantling and Client Preparation

Where the Client chooses to pack their own goods, it is the Client’s responsibility to ensure that all items are properly packed in suitable containers, sealed, and clearly labelled. We are not liable for damage arising from poor or inadequate packing by the Client.

Where we are instructed to provide packing services, we will use materials and techniques appropriate for normal household and office goods. The Client must inform us in advance of any fragile, delicate, or unusually valuable items that require special handling or packing.

Unless specifically included in the quotation, dismantling and reassembly of furniture, disconnection and reconnection of appliances, and removal of fixtures or fittings are not included and may incur additional charges if requested.

7. Payments and Charges

7.1 Pricing

Our charges may be based on an hourly rate, a fixed price quotation, or a combination of both, as set out in the booking confirmation. Rates may vary depending on the size of the move, distance, access conditions, and any additional services requested.

7.2 Deposits and pre-payments

We may require a deposit or full pre-payment to secure a booking. The amount and payment schedule will be stated in the quotation or booking confirmation. A booking is not guaranteed until the required payment has been received and confirmed by us.

7.3 Payment methods

We accept payment via commonly used methods, as specified by us at the time of booking. Payment is due in accordance with the terms stated on the quotation or invoice. Where no specific payment date is stated, payment is due on or before the day of the move, prior to completion of unloading.

7.4 Overruns and additional charges

If the move takes longer than anticipated due to factors beyond our control, such as delayed access, inaccurate information about the volume of goods, waiting time, or additional services requested on the day, we may charge for the extra time and services at our then current rates.

7.5 Late or non-payment

In the event of late or non-payment, we reserve the right to withhold services, retain goods, and charge interest and reasonable recovery costs as permitted by law. We may also suspend or cancel future services until all outstanding amounts are paid in full.

8. Cancellations and Postponements

8.1 Client cancellations

The Client may cancel or postpone a booking by giving us notice. Any deposit or pre-payment may be refunded or retained in accordance with this clause.

If the Client cancels more than a reasonable period in advance of the scheduled date, as stated in the quotation or at the time of booking, we will normally refund any deposit paid, less any non-recoverable costs incurred.

If the Client cancels or postpones within a shorter notice period, we reserve the right to retain some or all of the deposit or to charge a cancellation fee to cover our reasonable losses, including staff and vehicle allocation costs.

8.2 Cancellations by us

We may cancel or postpone the services where:

The Client is in breach of the Agreement, including failure to pay.

We reasonably believe that providing the services would be unsafe or unlawful.

Severe weather, access restrictions, vehicle breakdown, or other events beyond our reasonable control prevent us from attending at the scheduled time.

Where we cancel for reasons other than Client breach, we will refund any pre-payments in respect of services not provided and will have no further liability, save as required by law.

9. Liability and Limitations

9.1 Our duty of care

We will take reasonable care of the Client’s goods while they are in our custody and control. However, our liability is subject to the limitations set out in this clause and elsewhere in these Terms and Conditions.

9.2 Excluded and limited liability

We are not liable for:

Loss or damage arising from incorrect or incomplete information provided by the Client.

Loss or damage to goods that are already damaged, defective, or fragile, including where such condition has been concealed by packing or wrapping not carried out by us.

Loss or damage caused by fair wear and tear, atmospheric or climatic conditions, natural deterioration, or moth, vermin, or similar infestation.

Loss of profit, loss of income, loss of business, or any indirect or consequential loss, whether arising from negligence, breach of contract, or otherwise.

Our total liability for loss of or damage to goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable and proportionate amount having regard to the value of the goods and the fees paid for the services. We may specify a monetary limit in the quotation or booking confirmation.

9.3 Client insurance

The Client is strongly advised to maintain adequate insurance for their goods during removal and transit. Where requested and where available, we may arrange or facilitate additional cover at extra cost, subject to the terms of the relevant insurance policy. Any such cover will be subject to separate terms and conditions provided by the insurer.

9.4 Time limits for claims

The Client must inspect the goods upon delivery and report any visible loss or damage to us as soon as reasonably practicable, and in any event within a reasonable period after completion of the services. Failure to notify us within that period may affect our ability to investigate and may limit or prevent any liability or compensation, except where the law provides otherwise.

10. Waste Regulations and Disposal

Removals Highbury operates in accordance with applicable waste and environmental regulations. We are not a general waste disposal contractor and will not remove or dispose of household rubbish, construction debris, hazardous waste, or any items that require special licensing or treatment, unless specifically agreed in advance and covered by our authorisations.

Where we agree to remove unwanted items, we will do so in a lawful manner, which may include reuse, recycling, donation, or disposal at licensed facilities. Any fees, charges, or taxes arising from such disposal will be payable by the Client and may be included in our quotation or invoiced separately.

The Client must not request or cause us to dispose of items in an unlawful manner, including fly-tipping or abandonment. If the Client’s instructions would lead to a breach of waste or environmental regulations, we will refuse those instructions and may terminate the Agreement. The Client will be responsible for any fines, penalties, or costs arising from unlawful disposal caused by their actions or instructions, to the extent permitted by law.

11. Delays and Events Beyond Our Control

We will use reasonable efforts to adhere to proposed dates and times for collection and delivery, but these are estimates only and not guaranteed. We are not liable for delays or failure to perform our obligations where such delays or failures result from events beyond our reasonable control, including traffic disruption, accidents, severe weather, road closures, industrial disputes, public events, acts of authorities, or other unforeseen circumstances.

Where a delay occurs, we will keep the Client informed where reasonably possible and will complete the services as soon as reasonably practicable in the circumstances.

12. Complaints and Dispute Resolution

If the Client is dissatisfied with any aspect of our services, they should raise the issue with us as soon as possible, providing full details of the concern. We will investigate the matter and respond within a reasonable time, seeking to resolve the issue fairly and efficiently.

If a dispute cannot be resolved directly between us, the parties may consider mediation or another form of alternative dispute resolution before resorting to legal proceedings, where appropriate and proportionate.

13. Data Protection and Privacy

We collect and use personal information only to the extent necessary to provide our services, manage bookings, process payments, and comply with our legal obligations. We will handle personal data in accordance with applicable data protection laws and our internal policies. We will not sell personal data to third parties.

14. General Provisions

14.1 Variation

We may update or vary these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Agreement, unless a later variation is expressly agreed with the Client in writing.

14.2 Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed severed and the remaining provisions shall remain in full force and effect.

14.3 Assignment

The Client may not assign or transfer their rights or obligations under the Agreement without our prior written consent. We may assign or subcontract any of our rights or obligations, provided that this does not materially reduce the level of service to the Client.

15. Governing Law and Jurisdiction

These Terms and Conditions and any Agreement between the Client and Removals Highbury are governed by and shall be construed in accordance with the laws of England and Wales.

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, formation, or termination, including non-contractual disputes or claims, except where mandatory provisions of local law apply.

By confirming a booking with Removals Highbury, the Client acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.