Rotherhithe Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Rotherhithe Removals provides removal, packing, storage, and related 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 confirming your booking.

1. Definitions

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

1.1 "Company" means Rotherhithe Removals, the provider of the services.

1.2 "Customer" means the person, firm, or organisation requesting or using the services.

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

1.4 "Goods" means the items that the Company agrees to move, handle, store, or otherwise deal with on behalf of the Customer.

1.5 "Quotation" means the written or electronic statement provided by the Company, setting out the estimated price and scope of the Services.

1.6 "Contract" means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions and the Quotation.

2. Scope of Services

2.1 The Company provides domestic and commercial removal services, including the transport of Goods, and may also offer packing, unpacking, storage, and related services as agreed in writing.

2.2 The exact scope of the Services will be set out in the Quotation based on the information provided by the Customer. Any Services not expressly mentioned in the Quotation are excluded unless later agreed in writing and may incur additional charges.

2.3 The Company operates primarily within the United Kingdom. Any international removals, if offered, will be subject to additional terms and arrangements and may require separate quotations.

3. Quotations and Pricing

3.1 All Quotations are issued subject to these Terms and Conditions and are based on the information given by the Customer regarding the volume of Goods, access at all properties, and any special requirements.

3.2 Unless otherwise stated, Quotations are estimates and not fixed prices. The final price may change if:

(a) the volume or nature of the Goods differs from that originally declared;

(b) access to the property is more restricted than anticipated, including but not limited to stairs, lifts, parking, or distance from the vehicle;

(d) the move is delayed or extended due to circumstances beyond the Company’s control.

3.3 Quotations are valid for a limited period as stated in the quotation document. If no period is stated, they are valid for 30 days from the date of issue and may be subject to change thereafter.

3.4 The Company reserves the right to amend pricing to reflect changes in fuel costs, congestion or clean air zone charges, tolls, parking charges, or other third-party charges incurred in delivering the Services.

4. Booking Process

4.1 A booking is not confirmed until the Customer has:

(a) accepted the Quotation in writing or by electronic confirmation as specified by the Company; and

(b) paid any required deposit as set out in the Quotation or requested by the Company.

4.2 The Company may refuse or cancel a booking where:

(a) the Customer has not supplied required information;

(b) the Company reasonably believes the Services cannot be provided safely or lawfully; or

4.3 The Customer is responsible for providing accurate details regarding addresses, access, parking, and the nature and quantity of Goods. Changes to dates, times, or locations may not always be possible and may incur additional charges.

5. Customer Responsibilities

5.1 The Customer must:

(a) ensure that all Goods are properly packed, labelled, and ready for removal unless packing services have been booked;

(b) arrange and pay for suitable parking, permits, or access at all relevant locations;

(c) be present, or ensure an authorised representative is present, at the collection and delivery addresses to supervise and sign relevant documentation;

(d) secure valuable items and important documents such as jewellery, money, passports, and financial papers, which should not be included in the Goods given to the Company;

(e) fully disclose any fragile, high-value, or unusual items to be moved; and

(f) ensure that all Goods can be moved without infringing any third-party rights or legal restrictions.

5.2 The Customer will ensure that properties are safe and that there are no health and safety hazards that may endanger the Company’s staff or subcontractors. The Company may suspend or refuse Services where safety is compromised.

6. Payment Terms

6.1 Payment terms will be stated in the Quotation or invoice. Unless otherwise agreed in writing, domestic removals must normally be paid in full before or on the day of the move, prior to unloading.

6.2 For commercial or repeat business customers, alternative payment terms may be agreed in writing. Where credit terms are granted, payment must be made within the period stated on the invoice.

6.3 The Company accepts the payment methods specified in its booking documents or website. The Company is not obliged to accept cash payments and may limit the total value of any cash transactions for security reasons.

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

(a) suspend or withhold Services, including unloading or delivery of Goods, until payment is made;

(b) charge interest on overdue amounts at the statutory rate applicable in England and Wales; and

7. Cancellations and Postponements

7.1 If the Customer wishes to cancel or postpone the Services, the Customer must notify the Company as soon as possible in writing or by using any cancellation process specified by the Company.

7.2 The Company may apply the following charges for cancellations or postponements by the Customer:

(a) more than 10 working days before the scheduled service date: no cancellation charge, and any deposit may be refunded or credited at the Company’s discretion;

(b) between 5 and 10 working days before the scheduled service date: up to 50 percent of the quoted price;

(c) less than 5 working days before the scheduled service date or on the day of the move: up to 100 percent of the quoted price.

7.3 The Company reserves the right to cancel or reschedule the Services due to events beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, accidents, illness, or legal restrictions. In such cases, the Company will seek to offer an alternative date or refund any payments made for Services not delivered, but will not be liable for any indirect or consequential losses.

8. Access, Parking, and Delays

8.1 The Customer is responsible for securing suitable parking and access for the removal vehicle at both collection and delivery locations and for paying any associated charges such as permits, meters, or fees.

8.2 If the Company incurs parking fines or penalties because of inadequate arrangements or misleading information provided by the Customer, the Customer will reimburse such charges in full.

8.3 The Customer must ensure that Goods can be moved in and out of the properties without structural alterations or the use of specialist equipment, unless previously agreed. Any additional work required, such as dismantling doors or windows or arranging lifting equipment, may incur extra charges.

8.4 The Company is not liable for delays outside its reasonable control, including traffic conditions, road closures, accidents, or delays caused by third parties. In such circumstances, the Company will use reasonable efforts to complete the Services but will not be responsible for any resulting losses.

9. Liability for Loss or Damage

9.1 The Company will exercise reasonable care and skill in handling, moving, and transporting the Goods.

9.2 The Company’s liability for loss of or damage to Goods, whether arising from negligence or otherwise, will be limited to a reasonable sum per item or per consignment, as set out in the Quotation or in any separate insurance or liability statement provided to the Customer.

9.3 The Company will not be liable for:

(a) loss or damage arising from defective or inadequate packing where the Goods were packed by the Customer or a third party;

(b) loss or damage to fragile items such as glass, china, mirrors, or electronics, unless the Company has packed them and was expressly made aware of their nature and value;

(c) loss of or damage to money, jewellery, watches, precious metals, securities, important documents, or collections of a special nature, which the Customer is advised not to include in the Goods;

(d) indirect or consequential loss, including but not limited to loss of profit, loss of income, or loss of enjoyment;

(e) normal wear and tear, minor scuffs or scratches, or damage to items that were already defective or unstable; or

(f) damage to premises where the Company has advised that certain manoeuvres may risk damage and the Customer has instructed the Company to proceed.

9.4 The Customer must inspect the Goods and premises as soon as reasonably possible following completion of the Services and notify the Company in writing of any apparent loss or damage within a reasonable period, typically no more than 7 days. Failure to do so may prejudice any claim.

10. Insurance

10.1 The Company maintains appropriate liability cover for its operations. Full details can be provided upon request.

10.2 The Customer remains responsible for arranging any additional insurance for Goods, premises, or delay that the Customer considers necessary. The Company does not provide household contents insurance or buildings insurance.

11. Items Excluded from the Service

11.1 The Company will not carry or handle any Goods that are illegal, dangerous, hazardous, explosive, or otherwise unsuitable for transport. This includes, but is not limited to, firearms, ammunition, flammable substances, chemicals, gas cylinders, and items that may pose a risk to health or property.

11.2 The Customer must declare any items of unusual value or sensitivity and must not pack or conceal prohibited items among general household or office Goods.

11.3 If the Company discovers or reasonably suspects that prohibited items are included in the Goods, it may refuse to transport them, and the Customer will be responsible for any costs, losses, or damage resulting from such inclusion.

12. Waste and Environmental Regulations

12.1 The Company is not a general waste disposal or rubbish clearance service unless this has been specifically agreed in writing.

12.2 Where the Company agrees to remove items for disposal, it will do so in compliance with relevant UK waste and environmental regulations. The Customer confirms that any such items are their property and that they are entitled to dispose of them.

12.3 The Customer must not request the Company to dispose of hazardous, clinical, or controlled waste. Such items must be handled by appropriately licensed specialists.

12.4 If the Company incurs additional costs or regulatory charges in dealing with items incorrectly presented as ordinary waste, those costs will be charged to the Customer.

13. Storage Services

13.1 If the Services include storage, the Goods will be stored at a facility chosen by the Company. The location and main terms of storage will be notified to the Customer.

13.2 Storage fees will be charged in accordance with the Quotation or subsequent price list and must be paid in advance. The Company may increase storage charges by giving reasonable notice.

13.3 The Customer must keep the Company informed of their current contact details. Access to Goods in storage will be by prior arrangement and may incur handling charges.

13.4 The Company may exercise a lien over Goods in storage for any unpaid sums and, after giving reasonable notice, may sell or dispose of Goods to recover outstanding debts and reasonable associated costs.

14. Complaints and Dispute Resolution

14.1 If the Customer is dissatisfied with any aspect of the Services, the Customer should notify the Company in writing as soon as possible, providing reasonable details and evidence where appropriate.

14.2 The Company will investigate complaints in good faith and seek to resolve them through discussion or written correspondence.

14.3 Nothing in this clause affects the Customer’s statutory rights under UK consumer law.

15. Data Protection

15.1 The Company will process personal data in accordance with applicable UK data protection laws and only for the purposes of administering bookings, providing Services, taking payment, and handling enquiries or complaints.

15.2 The Customer is responsible for ensuring the accuracy of any personal data supplied and for informing the Company of any necessary updates.

16. General Provisions

16.1 These Terms and Conditions, together with the Quotation and any written variations, form the entire agreement between the Company and the Customer with respect to the Services.

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

16.3 The Company may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract unless a later version is expressly agreed.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any Contract between the Company and the Customer are governed by and shall be construed in accordance with the laws of England and Wales.

17.2 The courts of England and Wales shall have exclusive jurisdiction to settle any disputes or claims arising out of or in connection with these Terms and Conditions or the Services, without prejudice to any mandatory rights the Customer may have to bring proceedings in another jurisdiction under applicable consumer law.