Terms and Conditions

Edgware Removals Terms and Conditions of Service

These Terms and Conditions set out the basis on which Edgware Removals provides removal, packing, storage, and related services within its service area. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

1.1 "Company" means Edgware Removals.

1.2 "Customer" means the person, firm, or company who requests or uses the services of the Company.

1.3 "Services" means any removal, packing, unpacking, loading, unloading, storage, or associated services carried out by the Company.

1.4 "Goods" means all items handled, transported, or stored by the Company on behalf of the Customer.

1.5 "Service Area" means the regular operating area covered by the Company for domestic and commercial removals and associated services.

2. Quotations and Estimates

2.1 Any quotation provided by the Company is based on the information supplied by the Customer and is subject to survey where applicable. Quotations are normally provided on a fixed-price basis, but the Company may also offer hourly rate services in some circumstances.

2.2 Quotations are valid for a limited period from the date of issue as stated by the Company, after which they may be revised. Changes in access, volume, distance, timing, or circumstances may result in a revised quotation.

2.3 The Company reserves the right to amend or withdraw any quotation if:

a) The Customer’s requirements change.

b) Additional information comes to light that affects the scope or complexity of the work.

c) There is a significant change in costs outside the Company’s control, including but not limited to fuel, road charges, or regulatory costs.

2.4 Unless expressly stated, quotations do not include insurance, disconnection or reconnection of appliances, removal of fixtures and fittings, dismantling or re-assembly of complex furniture, or disposal of items as waste.

3. Booking Process

3.1 A booking is considered provisional until the Customer has formally accepted the quotation and paid any required deposit. The Company is not obliged to hold any date or time slot until a booking is confirmed.

3.2 Bookings may be made by the Customer in writing or through other communication methods accepted by the Company. The Customer is responsible for ensuring that all details of the move, including addresses, dates, times, access information, and special requirements, are accurately provided.

3.3 The Company reserves the right to decline or cancel any booking at its discretion, including where the Customer fails to provide accurate information, or where the work requested may pose health, safety, or legal concerns.

3.4 Any alterations to the booking details, including change of date, time, addresses, or scope of work, must be agreed by the Company in advance. Changes may result in additional charges.

4. Payments and Charges

4.1 The Customer shall pay the charges quoted or otherwise agreed with the Company for the Services. Unless otherwise agreed in writing, payment terms are as follows:

a) For most removals, a deposit is payable upon booking confirmation.

b) The balance is due prior to commencement of the Services or on completion of the work on the agreed date, as notified by the Company.

4.2 The Company may require full payment in advance for certain services, including but not limited to smaller moves, specialist services, or work scheduled at peak times.

4.3 Time-based services, where charged by the hour, are calculated from the time the Company’s team arrives at the first address until the time services are completed at the final address, including any waiting time caused by the Customer or third parties.

4.4 If payment is not made in accordance with the agreed terms, the Company may:

a) Suspend or refuse to commence Services.

b) Withhold delivery of Goods until full payment has been received.

c) Charge interest on overdue amounts at the statutory rate applicable in the United Kingdom.

4.5 All charges are exclusive of any applicable taxes, levies, or charges imposed by law, which will be added as required.

5. Customer Obligations

5.1 The Customer must:

a) Ensure adequate access for the Company’s vehicles and personnel at all addresses involved in the move.

b) Arrange any necessary parking suspensions, permits, or permissions in advance. Any fines or penalties arising from a lack of such arrangements may be charged to the Customer.

c) Properly pack all Goods not agreed to be packed by the Company, using suitable materials and methods.

d) Remove or secure valuables, important documents, cash, jewellery, and items of exceptional value, unless specifically agreed in writing for the Company to handle them.

e) Be present or represented at all collection and delivery addresses to provide access, instructions, and confirmations as required.

5.2 The Customer shall not present for removal or storage any Goods that are hazardous, illegal, perishable, or likely to cause harm or damage, including but not limited to explosives, flammable materials, chemicals, or live animals, without the Company’s prior written consent.

6. Cancellations, Postponements, and Delays

6.1 If the Customer cancels or postpones the Services, the Company reserves the right to charge a cancellation or postponement fee. The amount will depend on the notice period given, as follows:

a) More than 7 days’ notice before the service date: No fee or a nominal administration charge may apply.

b) Between 3 and 7 days’ notice: Up to 50 percent of the agreed service charge may be payable.

c) Less than 3 days’ notice or on the day of service: Up to 100 percent of the agreed service charge may be payable.

6.2 If access to either the collection or delivery address is delayed or prevented for reasons beyond the Company’s control, waiting time may be charged at the Company’s standard hourly rates.

6.3 The Company shall not be liable for any loss, damage, or additional expenses resulting from cancellation or postponement due to circumstances beyond its reasonable control, including but not limited to extreme weather, road closures, accidents, industrial action, or public emergencies.

7. Performance of Services

7.1 The Company will use reasonable care and skill in providing the Services and will endeavour to carry out the work on the agreed date and within the approximate timescales discussed. However, time shall not be of the essence unless expressly agreed in writing.

7.2 The Company may use such routes and methods as it considers appropriate, taking into account safety, efficiency, and legal restrictions.

7.3 The Company reserves the right to employ subcontractors to carry out all or part of the Services, in which case these Terms and Conditions will continue to apply.

8. Liability and Limitations

8.1 The Company’s liability for loss of or damage to Goods is limited to the reasonable cost of repair or replacement, subject to any specific limits agreed in writing and subject to the exclusions and limitations set out in these Terms and Conditions.

8.2 The Company shall not be liable for:

a) Loss or damage arising from faults, defects, or inherent vice in the Goods.

b) Damage to items that are inadequately packed by the Customer or by third parties.

c) Normal wear and tear, scratching, scuffing, or deterioration that may occur during handling and transport.

d) Loss of or damage to items of exceptional value, including but not limited to antiques, artwork, jewellery, or collectibles, unless expressly declared and agreed in writing.

e) Indirect or consequential loss, including loss of profits, loss of opportunity, or emotional distress.

8.3 The Customer is advised to arrange appropriate insurance cover for Goods of high or sentimental value. The Company may, on request, provide information about available insurance options, but cannot offer regulated insurance products unless authorised to do so.

8.4 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable and, in any event, within 7 days of the completion of the Services. The Customer should provide full details, including photographs where possible. Failure to notify within this period may affect the Company’s ability to investigate and may reduce or extinguish any liability.

9. Excluded Items

9.1 The Company will not accept responsibility for loss of or damage to the following items unless specifically agreed in writing prior to the move:

a) Cash, banknotes, bonds, or securities.

b) Precious metals, jewellery, watches, or similar valuables.

c) Important documents, including passports, title deeds, financial records, or data storage devices.

d) Perishable goods or items requiring controlled temperatures.

e) Plants, animals, or live organisms.

9.2 If any excluded items are included in the Goods without the Company’s knowledge, the Company accepts no liability for any loss, damage, or deterioration of such items.

10. Waste Regulations and Disposal

10.1 The Company operates in accordance with applicable UK waste regulations. The Company is not a general waste carrier and will only dispose of items as part of a removal service where this has been specifically agreed and is compliant with applicable laws.

10.2 The Customer must clearly identify any items that are to be disposed of rather than moved. The Company will confirm whether it can lawfully remove and dispose of such items and may charge additional fees for disposal services.

10.3 The Company will not remove or dispose of hazardous waste, including but not limited to asbestos, chemicals, oils, paints, gas cylinders, or clinical waste. The Customer is responsible for arranging appropriate specialist disposal of such materials.

10.4 The Customer must not request or permit the Company to dispose of items unlawfully. Any unlawful disposal requested by the Customer will be refused. The Customer is liable for any fines, penalties, or costs arising from the presence of prohibited items amongst the Goods.

11. Storage Services

11.1 Where the Company provides or arranges storage, Goods will be stored in a suitable facility as selected by the Company. The terms of storage, including charges and access arrangements, will be notified to the Customer.

11.2 Storage charges are normally payable in advance at the intervals specified by the Company. If storage charges remain unpaid, the Company reserves the right to withhold Goods and, after giving reasonable notice, to sell or otherwise dispose of some or all of the Goods in order to recover outstanding amounts.

11.3 The Customer must not store prohibited, illegal, or hazardous items. If such items are discovered, the Company may arrange for their removal or disposal at the Customer’s cost and without liability to the Company.

12. Complaints and Dispute Resolution

12.1 The Company aims to provide a professional and reliable service. 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 may be addressed promptly.

12.2 The Company will investigate complaints in good faith and will endeavour to respond within a reasonable period with its findings and, where appropriate, proposals for resolution.

13. Data Protection and Privacy

13.1 The Company will handle personal information provided by the Customer in accordance with applicable UK data protection laws. Information will be used for the purposes of providing and managing the Services, handling payments, and complying with legal obligations.

13.2 The Company may retain records of the Services for a reasonable period for administrative, legal, and accounting purposes.

14. Governing Law and Jurisdiction

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

14.2 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.

15. General Provisions

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

15.2 No variation of these Terms and Conditions shall be effective unless agreed in writing by the Company.

15.3 The failure or delay of the Company to exercise any right or remedy shall not be construed as a waiver of that right or remedy.

15.4 These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or agreements.