Hackney Removals Terms and Conditions of Service
These Terms and Conditions set out the basis on which Hackney Removals provides removal, relocation, packing, loading, transportation, storage and related services. By placing a booking or using our services, 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 definitions apply:
1.1 We, us, our means Hackney Removals, the removal service provider.
1.2 You, your means the customer or client who places a booking with us, whether as an individual, company or other entity.
1.3 Services means any removal, packing, unpacking, loading, unloading, transportation, storage, clearance or associated services provided by us.
1.4 Goods means any items, furniture, belongings, personal effects, equipment or materials that we are asked to move, handle, store, dispose of or otherwise deal with.
1.5 Service Area means the areas within which we normally operate our removal services, primarily in and around Hackney and the wider London region, as updated from time to time.
2. Scope of Services
2.1 We provide household and commercial removal services, including but not limited to local moves, regional moves, packing services, loading and unloading, and short-term storage where agreed.
2.2 The precise scope of the Services to be provided will be confirmed in writing in a quotation or booking confirmation. Only Services expressly listed in that document are included in the price.
2.3 Any additional Services requested on the day of the move, or after acceptance of the quotation, may be provided at our discretion and may incur additional charges, which you agree to pay.
3. Quotations and Estimates
3.1 Any quotation or estimate is based on the information you provide, including property access, volume of Goods, and distance between addresses. Quotations are normally given subject to survey and may be revised if the information supplied is incomplete or inaccurate.
3.2 Quotations are valid for a limited period, which will be stated in the quotation document. After the expiry date, we may revise or withdraw the quotation.
3.3 Unless otherwise stated, quotations do not include customs duties, parking suspension charges, tolls, congestion charges, ferry fees, or other third-party charges. Any such charges are your responsibility and may be added to the final invoice.
4. Booking Process
4.1 You may request a quotation by providing details of your move, including addresses, access information, dates, and an inventory of Goods where requested.
4.2 A booking is only confirmed when you have accepted our quotation in writing or by any method of acceptance we specify, and we have issued a booking confirmation. We reserve the right to refuse any booking at our discretion.
4.3 You are responsible for ensuring that all details provided at the time of booking are accurate, including contact details, addresses, dates, times, and access arrangements.
4.4 If your requirements change after the booking is confirmed, you must inform us as soon as reasonably possible. We will try to accommodate changes but cannot guarantee availability. Changes may result in adjusted charges.
5. Payments and Charges
5.1 Unless otherwise agreed in writing, payment terms are as follows:
a. A deposit may be required to secure your booking, payable by the date specified in the quotation or booking confirmation.
b. The balance of any charges is payable before or on completion of the Services, as set out in the booking confirmation.
5.2 We accept payment by the methods specified in our quotation or booking confirmation. All payments must be made in the currency stated on the invoice.
5.3 If payment is not received by the due date, we reserve the right to:
a. Suspend or cancel the Services;
b. Charge interest on overdue amounts at the statutory rate from the due date until payment is received in full;
c. Retain possession of any Goods until payment has been received in full, and to charge reasonable storage fees and associated costs.
5.4 Any additional charges arising from delays, extended waiting time, difficulties with access, incorrect information supplied, or customer-requested changes will be added to the final invoice and are payable by you.
6. Cancellations, Postponements and Cooling Off
6.1 If you wish to cancel or postpone your booking, you must notify us in writing as soon as possible. Cancellation or postponement may incur charges, calculated as a percentage of the agreed price, depending on the notice given.
6.2 Unless otherwise set out in your quotation, we may apply the following charges for cancellations:
a. More than 10 working days before the scheduled date of the Services: no cancellation fee, and any deposit, less reasonable administrative costs, may be refunded.
b. Between 5 and 10 working days before the scheduled date: up to 50 percent of the agreed price may be charged.
c. Less than 5 working days before the scheduled date, or failure to provide access on the day: up to 100 percent of the agreed price may be charged.
6.3 If you are a consumer and you have booked our Services at a distance, you may have certain cancellation rights under consumer law. Where applicable, you may cancel within the statutory cooling-off period, except where Services have been fully performed or where an agreed date falls within the cooling-off period and you have requested immediate performance.
6.4 We reserve the right to cancel or postpone the Services due to circumstances outside our reasonable control, including adverse weather, mechanical breakdown, road closures, public emergencies, or staff illness. In such cases, we will aim to reschedule the Services as soon as reasonably possible. Our liability for such cancellation or postponement is limited to the return of any money you have paid for Services not yet provided.
7. Your Responsibilities
7.1 You are responsible for:
a. Ensuring that all Goods to be moved are properly packed and ready for transport, unless you have booked a packing service with us.
b. Securing and protecting fragile or delicate items, including electrical equipment, unless packing by us is specifically included.
c. Obtaining all necessary permissions, permits or authorisations, including parking permissions, loading bay access, and building management approvals.
d. Ensuring there is suitable vehicle access to the collection and delivery addresses, and that any approach roads, driveways and entrances are safe and adequate for our vehicles.
e. Being present or represented at the collection and delivery addresses at the agreed times to supervise the Services and confirm that the move has been completed.
7.2 You must not submit for removal or storage any items that are dangerous, illegal, explosive, flammable, corrosive, perishable, or otherwise likely to cause harm or damage, including but not limited to gas cylinders, fuel, chemicals, live animals, plants, and prohibited substances.
7.3 If you include any such items without our knowledge or consent, you will be responsible for any loss, damage, or additional costs arising, and we may dispose of or remove such items without notice.
8. Access and Parking
8.1 You must ensure that suitable parking is available for our vehicles at both collection and delivery addresses, in accordance with local regulations.
8.2 Any charges, fines or penalties incurred due to inadequate parking arrangements, or due to your failure to obtain necessary permits, will be your responsibility and may be added to your invoice.
8.3 If access is restricted or significantly more difficult than advised at the time of booking, additional charges may be applied for extended waiting time, extra staff required, or alternative arrangements.
9. Waste, Clearance and Environmental Regulations
9.1 Where our Services include the removal or clearance of unwanted items, furniture, packaging or waste, you confirm that you have the right to dispose of those items and that they are not subject to any third-party rights.
9.2 We comply with applicable waste and environmental regulations for the disposal or recycling of items that are classified as waste. Certain items may require special handling or disposal and may incur additional charges.
9.3 We reserve the right to refuse to remove any items that are prohibited, hazardous, contaminated, or not appropriately described in advance.
9.4 You remain responsible for any waste or items left behind at your premises that are not expressly included in the Services. We are not liable for any penalties, enforcement action or costs arising from waste left on site unless such waste forms part of an agreed clearance service.
10. Liability for Loss or Damage
10.1 We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to your Goods, or for delay, is subject to the limitations set out in this section.
10.2 We are not liable for loss or damage arising from:
a. Your failure to adequately pack, protect or secure Goods, unless we have provided a packing service for those Goods.
b. Inherent defects, weaknesses or pre-existing damage in Goods, including furniture made of particleboard, MDF or similar materials.
c. Normal wear and tear, scratching, scuffing or minor damage that is reasonable given the nature of the move.
d. War, terrorism, public disorder, industrial disputes, adverse weather, road closures, or other events beyond our reasonable control.
e. Seizure or confiscation of Goods by customs or other authorities.
10.3 Our total liability for loss of or damage to your Goods, whether arising in contract, tort or otherwise, will not exceed the lower of:
a. The replacement or repair value of the Goods affected; or
b. Any specific liability cap stated in your quotation or booking confirmation.
10.4 We are not liable for any indirect or consequential loss, including loss of profit, loss of business, or loss of anticipated savings.
10.5 You are responsible for arranging appropriate insurance cover for your Goods during the move or storage, unless we have expressly agreed to provide or arrange such cover in writing.
11. Claims and Time Limits
11.1 You must inspect your Goods as soon as reasonably possible after completion of the Services.
11.2 Any visible loss or damage must be reported to us in writing as soon as reasonably practicable and, in any event, within 48 hours of completion of the Services.
11.3 Any other claims, including for non-delivery or concealed damage, must be notified in writing within 7 days of completion of the Services or the date on which you became aware of the issue.
11.4 If you fail to notify us within these time limits, we may not be able to investigate or verify your claim and we reserve the right to decline liability.
12. Storage
12.1 Where we provide storage of Goods, all terms relating to liability, insurance, access and charges will be specified in a separate storage agreement or as part of your quotation.
12.2 Storage charges are payable in advance and may be subject to review. Failure to pay storage charges may result in the suspension of access and, ultimately, sale or disposal of Goods in accordance with applicable law.
13. Our Right to Withhold or Dispose of Goods
13.1 We have a legal right to withhold or, if necessary, sell or dispose of some or all of your Goods in our possession in order to recover any outstanding charges you owe us, including storage charges, removal charges, interest and costs.
13.2 Before selling or disposing of Goods, we will give you reasonable notice of the amount outstanding and our intention to exercise this right. Any proceeds from the sale will be used to offset your debt, and any surplus will be returned to you, less reasonable costs of sale and administration.
14. Data Protection and Privacy
14.1 We will process your personal data in accordance with applicable data protection laws. We will collect only information necessary to provide our Services, handle bookings, process payments and meet our legal obligations.
14.2 Your details will not be sold or shared with third parties except where necessary to provide the Services, comply with the law, or where you have given your consent.
15. Complaints and Dispute Resolution
15.1 If you are dissatisfied with any aspect of our Services, you should notify us as soon as possible so that we have an opportunity to address the issue.
15.2 We will investigate any complaint and aim to respond within a reasonable time. You agree to cooperate with our investigation and provide any relevant information or evidence we may reasonably request.
16. Amendments to These Terms
16.1 We may update or amend these Terms and Conditions from time to time. Any changes will apply to bookings made after the updated version is published or notified to you.
16.2 For confirmed bookings, the version of the Terms and Conditions that applied at the time of booking will continue to apply to those Services, unless otherwise agreed in writing.
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, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the Services, subject to any statutory rights you may have as a consumer to bring proceedings in your local jurisdiction.
By placing a booking with Hackney Removals or using our Services, you confirm that you have read, understood and agree to these Terms and Conditions.
