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Free quote Acton Removals Terms and Conditions of Service
These Terms and Conditions set out the basis on which Acton Removals provides removal, packing, storage and associated services to domestic and commercial customers. 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.
Company means Acton Removals, the removal services provider.
Customer means the person, firm or company who requests and agrees to purchase services from the Company.
Services means any removal, packing, unpacking, storage, clearance, or related services supplied by the Company.
Goods means the items, belongings, furniture, equipment and effects which are to be moved, handled, stored, or otherwise dealt with by the Company as part of the Services.
Service Area means the general geographic area within which the Company ordinarily provides services, including the local region and surrounding areas, as publicised by the Company from time to time.
2. Quotations and Surveys
2.1 Any quotation issued by the Company is based on the information provided by the Customer, including the volume and nature of the Goods, access conditions at collection and delivery addresses, distance of the move, and any special requirements.
2.2 Quotations may be provided following a site survey, video survey, or based on details supplied by the Customer. It is the Customer’s responsibility to ensure that all information given is complete and accurate.
2.3 Unless otherwise stated in writing, quotations are exclusive of parking charges, tolls, congestion charges, customs duties, or other third-party fees. Such charges will be added to the final invoice where applicable.
2.4 Quotations are normally valid for a limited period as stated on the quotation. If no period is stated, the quotation will be valid for 30 days from the date of issue, after which the Company may revise or withdraw it.
2.5 The Company reserves the right to amend or withdraw a quotation where:
a. the Customer’s requirements change, or the scope of work is altered
b. access conditions are materially different from those described or reasonably anticipated
c. additional Goods are included or volumes significantly exceed those originally stated
d. unforeseen circumstances arise beyond the Company’s reasonable control.
3. Booking Process
3.1 A booking is only confirmed when the Customer has accepted the quotation, agreed to these Terms and Conditions, and paid any required deposit or prepayment specified by the Company.
3.2 Provisional dates may be offered, but the Company does not guarantee availability until written or clearly recorded confirmation is provided and any deposit is received.
3.3 The Customer must provide full and accurate details for both collection and delivery addresses, including any access restrictions, parking limitations, or special handling requirements. Failure to do so may result in additional charges or delays.
3.4 The Customer is responsible for securing suitable parking arrangements at both collection and delivery locations. Any parking fines or related charges incurred during the Services due to insufficient or incorrect information may be added to the Customer’s invoice.
3.5 The Company reserves the right to decline or cancel a booking if it reasonably believes that the work cannot be carried out safely, lawfully, or with appropriate resources.
4. Customer Responsibilities
4.1 The Customer must ensure that:
a. the Goods are properly prepared for transit, unless packing services are specifically included
b. all items are ready to be moved at the agreed time
c. any fragile, valuable, or unusual items are clearly identified to the Company
d. pets and children are kept clear of work areas for safety reasons.
4.2 The Customer is responsible for dismantling and reassembling furniture, appliances, or fittings unless the Company has explicitly agreed to perform this work as part of the Services.
4.3 The Customer must ensure that all Goods to be moved are owned by the Customer or that the Customer has full authority and consent to have them moved.
4.4 The Customer must remove and separately transport any items that are prohibited or excluded under these Terms and Conditions.
5. Excluded and Prohibited Items
5.1 Unless expressly agreed in writing, the Company will not transport or store:
a. hazardous, flammable, explosive, or corrosive substances
b. gas cylinders, fuel, or pressurised containers
d. live animals or plants
e. illegal goods or substances
f. cash, jewellery, watches, precious stones, deeds, securities, or other high-value items of a similar nature.
5.2 If prohibited items are included without the Company’s knowledge, the Company may, at its discretion, remove, dispose of, or refuse to handle such items and shall not be liable for any loss or damage resulting from this.
6. Payments and Charges
6.1 Unless otherwise agreed in writing, payment of any required deposit is due at the time of booking and the balance is due no later than the day of the move, prior to or on completion of the Services.
6.2 For commercial customers or larger projects, the Company may issue staged invoices or require payment in advance, as specified in the quotation.
6.3 The Company accepts payment by the methods it publicises from time to time. The Customer must ensure cleared funds are available by the due date.
6.4 Where payment is not received by the due date, the Company reserves the right to:
a. suspend or cancel the Services
b. charge interest on overdue amounts at a reasonable commercial rate
c. retain Goods until payment is made in full, subject to any applicable legal requirements.
6.5 Additional charges may apply where:
a. work continues beyond the estimated time due to circumstances beyond the Company’s control
b. there are unexpected access difficulties, waiting times, or delays not caused by the Company
c. the Customer requests additional services or changes on the day.
7. Cancellations and Postponements
7.1 If the Customer needs to cancel or postpone the booking, notice must be given as early as possible.
7.2 The Company may apply cancellation or postponement charges as follows, unless otherwise stated in the quotation:
a. more than 7 days before the scheduled service date: no cancellation fee, any deposit may be refunded or credited at the Company’s discretion
b. between 3 and 7 days before the service date: up to 50 percent of the quoted price may be charged
c. less than 3 days before the service date, or on the day: up to 100 percent of the quoted price may be charged.
7.3 If the Company cancels the booking due to circumstances within its control, the Customer will be entitled to a refund of any prepayments made for the cancelled Services. This refund shall be the Customer’s sole remedy and the Company shall not be liable for any indirect costs, such as lost work time or other arrangements.
7.4 The Company shall not be liable for failure to perform or delay in performing any of its obligations where such failure or delay results from events or circumstances beyond its reasonable control, including but not limited to severe weather, accidents, road closures, industrial disputes, or acts of authorities.
8. Performance of Services
8.1 The Company will use reasonable care and skill in carrying out the Services and will endeavour to complete the work within agreed timeframes. All dates and times are estimates and not guaranteed, unless expressly stated in writing.
8.2 The Customer or an authorised representative must be present at the collection and delivery addresses to direct placement of Goods and to sign any job sheets or completion records.
8.3 If the Customer or representative is not present, the Company will use its reasonable judgement regarding placement of Goods and shall not be liable for any costs or inconvenience arising from this.
9. Liability for Loss or Damage
9.1 The Company will take reasonable care of the Goods while they are in its custody and control. Liability for loss of or damage to Goods shall be subject to the limitations set out in this section.
9.2 The Company shall not be liable for loss or damage arising from:
a. inherent defects, weaknesses or pre-existing damage in the Goods
b. insufficient or improper packing by the Customer where the Company has not provided packing services
c. normal wear and tear, scratching, scuffing or minor marks occurring in the ordinary course of transit
d. atmospheric or climatic conditions, including damp, mould, rust or discolouration, unless caused by the Company’s negligence
e. handling of items excluded or prohibited under these Terms and Conditions.
9.3 The Company’s total liability for loss of or damage to Goods, whether arising in contract, tort or otherwise, shall, to the extent permitted by law, be limited to a reasonable sum related to the value of the affected Goods and in accordance with any applicable insurance cover held by the Company.
9.4 The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profits, loss of business, or loss of opportunity.
9.5 Nothing in these Terms and Conditions excludes or limits any liability which cannot lawfully be excluded or limited, including liability for death or personal injury caused by the Company’s negligence.
10. Claims and Notice of Loss or Damage
10.1 The Customer must inspect Goods as soon as reasonably practicable after completion of the Services.
10.2 Any obvious loss or damage must be noted on the job sheet or notified to the Company within a reasonable time after completion of the Services.
10.3 For non-obvious loss or damage, the Customer must notify the Company as soon as reasonably practicable once discovered, providing a description of the issue and any supporting evidence.
10.4 The Company may require the opportunity to inspect alleged damage before any remedial work or disposal takes place. Failure to provide such opportunity may affect the handling of the claim.
11. Waste, Disposal and Environmental Regulations
11.1 Where the Services include clearance, disposal or removal of waste, the Company will handle such materials in accordance with relevant waste and environmental regulations.
11.2 The Customer must clearly identify items to be disposed of and ensure that no items intended to be kept are mixed with waste materials.
11.3 The Company may refuse to remove waste that it reasonably considers to be hazardous, contaminated or not compatible with its licence or usual disposal arrangements.
11.4 Any additional fees charged by waste transfer stations, disposal facilities or local authorities, including tipping fees or special handling charges, may be added to the Customer’s invoice where not already included in the quotation.
12. Storage Services
12.1 Where storage is provided, Goods will be stored in facilities selected by the Company, and the Company will take reasonable care to protect them.
12.2 Storage charges will accrue as specified in the quotation or storage agreement and must be paid in accordance with the agreed payment terms.
12.3 The Company may exercise a lien over Goods in storage for any unpaid charges and may, after giving reasonable notice, sell or dispose of Goods to recover costs, subject to applicable legal requirements.
13. Insurance
13.1 The Company maintains insurance appropriate to its activities. Details may be provided upon reasonable request.
13.2 The Customer is encouraged to arrange additional insurance cover where the value of Goods exceeds standard limits or where enhanced protection is desired.
14. Access, Property and Third Parties
14.1 The Customer is responsible for ensuring that access to both collection and delivery addresses is safe, lawful and adequate for the Services to be carried out.
14.2 The Company will not be liable for damage to driveways, surfaces, or access routes arising from the use of vehicles or equipment, provided reasonable care has been taken.
14.3 The Customer shall indemnify the Company against any claims made by third parties arising from the provision of the Services, except where caused by the Company’s negligence.
15. Data Protection and Privacy
15.1 The Company will handle personal data supplied by the Customer in accordance with applicable data protection laws.
15.2 Personal information will be used primarily for the administration and provision of Services, for managing accounts, and for complying with legal obligations.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the Services, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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 the Services provided by the Company.
17. General Provisions
17.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
17.2 No variation of these Terms and Conditions shall be effective unless agreed in writing by an authorised representative of the Company.
17.3 The failure of either party to enforce any right or remedy under these Terms and Conditions shall not constitute a waiver of that right or remedy.
17.4 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any previous understanding or arrangement.
