Terms and Conditions
Movers Ilford Terms and Conditions
These Terms and Conditions set out the basis on which Movers Ilford provides household, office and related removal and moving services 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 placing a booking.
1. Definitions
In these Terms and Conditions the following expressions have the meanings set out below:
Customer means the person, firm or organisation requesting the services.
Company means Movers Ilford, the provider of removal and associated services.
Services means any removal, packing, loading, transport, unloading, unpacking, storage or related services provided by the Company.
Goods means the items that the Company is requested to move, handle, pack, store or otherwise deal with.
Contract means the agreement between the Customer and the Company for the supply of services incorporating these Terms and Conditions.
2. Scope of Services
The Company provides residential and commercial removal services, including local and regional moves, packing and unpacking, loading and unloading, and related services as agreed in writing with the Customer. Any additional services requested on the day of the move are subject to availability and may incur additional charges.
3. Booking Process
3.1 A booking is made when the Customer accepts a written or verbal quotation from the Company and confirms the service date, service address and scope of work, and the Company confirms acceptance of that booking.
3.2 Quotations are usually based on information provided by the Customer, including property access details, number and type of items to be moved, and any special handling requirements. The Customer is responsible for ensuring all information supplied is complete and accurate.
3.3 The Company may request a visit or remote survey before confirming a quotation. If, on the day of the move, the actual work required differs materially from the information provided, the Company reserves the right to adjust the price or, in exceptional circumstances, to decline the job.
3.4 Bookings are subject to availability. Dates and times are not guaranteed until confirmed by the Company. The Company does not accept liability for any loss arising from unavailability of the Customer’s preferred date or time.
3.5 The Customer must be at the collection and delivery address at the agreed times, or ensure a suitable representative is present and authorised to act on their behalf. Instructions given by the Customer’s representative shall be deemed to have been given by the Customer.
4. Quotations and Pricing
4.1 Unless otherwise stated, all quotations are given in pounds sterling and are exclusive of any applicable taxes or statutory charges that may be imposed.
4.2 Quotations are based on normal access conditions, including reasonable walking distances, parking availability, standard stairways and doorways, and the absence of unusual obstacles. Additional charges may apply where access is restricted or significantly more difficult than described.
4.3 The Company may charge extra where:
a. there are delays beyond the Company’s reasonable control, including waiting time caused by issues with keys, property access or paperwork;
b. additional items, services or journeys are requested or required;
c. items require dismantling or reassembly not previously agreed;
d. special equipment, additional staff or multiple vehicles are needed.
4.4 Unless expressly agreed in writing, quotations do not include the disconnection or reconnection of appliances, removal of fixtures or fittings, or any services requiring specialist skills or certification.
5. Payments
5.1 Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance to secure the booking. Any balance due is payable on completion of the agreed services on the same day, unless stated otherwise in writing.
5.2 Payment methods accepted will be communicated by the Company. The Customer is responsible for ensuring cleared funds are available in line with the agreed payment terms.
5.3 If payment is not made when due, the Company reserves the right to:
a. suspend or refuse to carry out any further services;
b. apply interest on overdue amounts at the statutory rate until payment is received in full;
c. retain Goods until all outstanding sums have been paid, and to charge reasonable storage and administration fees during any retention period.
5.4 Any queries regarding an invoice must be raised by the Customer in writing within seven days of the invoice date. Failure to do so will be deemed acceptance of the amount invoiced.
6. Cancellations and Amendments
6.1 If the Customer wishes to cancel or amend a booking, they must notify the Company as soon as possible. Cancellation fees may apply as set out in this clause.
6.2 Where the Customer cancels the booking:
a. More than seven days before the scheduled service date: no cancellation fee is normally charged, although any non-refundable third-party charges may still apply;
b. Between seven days and 48 hours before the scheduled service date: the Company may charge up to 50 percent of the quoted price;
c. Less than 48 hours before the scheduled service date or on the service date itself: the Company may charge up to 100 percent of the quoted price.
6.3 If the Customer requests a change of date, address or scope of services, this will be subject to availability and may result in an adjusted quotation. If an alternative arrangement cannot be agreed, the change may be treated as a cancellation.
6.4 The Company reserves the right to cancel or postpone services due to events outside its control, including but not limited to extreme weather, vehicle breakdown, illness, accidents, road closures, or safety concerns. In such cases, the Company will seek to offer an alternative date or refund any advance payments for services not carried out, but shall not be liable for any indirect or consequential losses.
7. Customer Responsibilities
7.1 The Customer must:
a. ensure that the premises at both collection and delivery addresses are safe and ready for the services;
b. arrange suitable parking and, where necessary, obtain and pay for any permits or permissions required;
c. ensure that Goods are suitably packed unless packing services have been arranged with the Company;
d. remove or secure any personal items of high value such as jewellery, important documents, cash or similar, which the Company recommends are transported by the Customer personally;
e. ensure that no Goods are left behind or taken in error. The Company will not be responsible for Goods left unattended at any premises unless specifically agreed.
7.2 The Customer must not request the Company to move or handle any Goods that are unsafe, illegal, perishable, or otherwise unsuitable for transport, including but not limited to explosives, flammable substances, corrosive materials, or live animals.
8. Goods Excluded or Limited
8.1 Unless expressly agreed in writing, the Company does not accept responsibility for the following types of Goods and they are carried at the Customer’s sole risk:
a. precious metals, stones or jewellery;
b. securities, cash, or financial documents;
c. collections, antiques, fine art or items of exceptional value;
d. electronic data, software or digital media.
8.2 The Customer must notify the Company in advance of any particularly fragile, valuable or unusual items. The Company reserves the right to refuse to move such items or to apply special conditions and charges.
9. Liability and Limitations
9.1 The Company will exercise reasonable skill and care in providing the services. However, its liability is subject to the limitations set out in this clause.
9.2 The Company will not be liable for loss or damage arising from:
a. inadequate or improper packing by the Customer;
b. normal wear and tear, scratching, scuffing or minor dents inherent in moving Goods;
c. atmospheric or climatic changes, including damp, mould, rust or discoloration;
d. defects in the Goods or their construction;
e. moving items against the Company’s advice where the Customer has insisted on proceeding;
f. acts or omissions of the Customer, their agents or representatives.
9.3 The Company’s total liability for loss of or damage to Goods in its care, custody or control, whether arising in contract, tort or otherwise, shall not exceed a reasonable replacement or repair cost and shall in any case be limited to a fair and proportionate amount having regard to the nature and age of the Goods.
9.4 The Company shall not be liable for any loss of profit, loss of revenue, loss of business, loss of opportunity, or any indirect or consequential losses arising out of or in connection with the services.
9.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud, or for any other liability which cannot lawfully be excluded or limited under UK law.
10. Claims and Notification of Loss or Damage
10.1 The Customer must inspect the Goods as soon as reasonably practicable after completion of the services.
10.2 Any visible loss or damage believed to have been caused during the move must be reported to the Company as soon as possible and in any event within 72 hours of completion of the services. The notification should include reasonable details of the alleged loss or damage.
10.3 The Customer must allow the Company a reasonable opportunity to inspect any alleged damage and, where appropriate, to arrange repair or replacement. The Company may decline to consider any claim where it has not been given this opportunity.
11. Waste Regulations and Disposal
11.1 The Company complies with applicable UK waste and environmental regulations relating to the transport and disposal of waste. The Customer must not request the Company to dispose of hazardous or prohibited materials.
11.2 Where the Customer requests removal of unwanted items, the Company will only remove items that are lawfully permitted and can be handled and transported safely. Additional charges may apply for waste removal, recycling or disposal services.
11.3 The Customer is responsible for ensuring that items presented for disposal are free from contamination and suitable for handling by the Company’s staff. The Company reserves the right to refuse any item it reasonably considers hazardous, unsafe or illegal to move or dispose of.
11.4 Any fly-tipping or unlawful disposal is strictly prohibited. The Company will not be responsible for any unlawful disposal requested or carried out by the Customer or third parties. The Customer will indemnify the Company against any fines, costs or claims arising from non-compliance with waste regulations caused by the Customer’s instructions, misrepresentations or omissions.
12. Access, Parking and Restrictions
12.1 The Customer shall ensure adequate access for the Company’s vehicles at both collection and delivery locations, including arrangements for loading and unloading as close as reasonably possible to the entrances.
12.2 The Customer is responsible for obtaining any parking permits, suspensions or permissions required for the duration of the services and for any associated costs or penalties where such arrangements have not been made.
12.3 The Company reserves the right to refuse or suspend services where access is unsafe, unlawful or significantly worse than reasonably anticipated and cannot be remedied without undue risk or cost.
13. Delays Outside the Company’s Control
13.1 The Company will use reasonable efforts to meet agreed dates and times. However, it shall not be liable for delays or failures caused by events beyond its reasonable control, including but not limited to traffic conditions, road closures, accidents, extreme weather, strikes, public events, or delays caused by other parties such as building managers, estate agents or solicitors.
13.2 Where significant delays occur, the Company will keep the Customer informed as far as reasonably practicable and may, at its discretion, rearrange or continue the services when possible. Additional waiting time charges may apply where the Company’s staff or vehicles are kept waiting beyond a reasonable period.
14. Insurance
14.1 The Company maintains appropriate insurance cover in connection with its business activities as required by law and industry practice.
14.2 The Customer is encouraged to maintain their own suitable insurance for Goods in transit, particularly for high-value or fragile items, and to check whether cover is provided by their household or commercial insurance policies.
15. Complaints
15.1 If the Customer is dissatisfied with any aspect of the services, they should raise the matter with the Company as soon as possible so that concerns can be addressed without undue delay.
15.2 The Company will investigate any complaint in good faith and aim to provide a response within a reasonable timeframe. The Customer agrees to cooperate with the Company’s investigation and to provide any relevant information requested.
16. Data Protection
16.1 The Company will collect and use personal information provided by the Customer for the purposes of supplying the services, managing bookings, processing payments and handling any enquiries or complaints.
16.2 Personal information will be handled in accordance with applicable UK data protection laws. The Company will not sell the Customer’s personal data to third parties.
17. Variation of Terms
17.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that particular Contract.
17.2 Any variation to these Terms and Conditions requested by the Customer must be agreed in writing by an authorised representative of the Company.
18. Severability
18.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision will be deemed deleted but this will not affect the validity and enforceability of the remaining provisions.
19. Governing Law and Jurisdiction
19.1 These Terms and Conditions and any Contract between the Customer and the Company shall be governed by and construed in accordance with the laws of England and Wales.
19.2 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 or formation.
By making a booking with Movers Ilford or using our services, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
