Terms and Conditions
Hounslow Movers Service Terms and Conditions
These Terms and Conditions set out the basis on which Hounslow Movers provides removal and related services within the United Kingdom. By making a booking, using our services, or allowing our staff to carry out work at your property, 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 definitions apply.
Client means the person, company, or organisation that requests and pays for the services.
We, us, our means Hounslow Movers, the provider of removal and related services.
Services means any removal, packing, storage collection or delivery, furniture moving, man and van, or related services carried out by us.
Agreement means the contract between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation issued by us.
2. Scope of Services
We provide domestic and commercial removal and related services, including but not limited to local moves, longer-distance moves within the UK, packing and unpacking, loading and unloading, and, where agreed in advance, disassembly and reassembly of furniture.
The specific scope of services to be provided will be as described in our written quotation or booking confirmation. We are not obliged to provide any service that is not expressly included in that quotation or confirmation.
3. Booking Process
3.1 You may request a quotation by providing accurate details of your current address, destination address, access conditions, property type and size, approximate volume of goods, any special items, and your preferred service date.
3.2 Quotations are usually estimates based on the information supplied by you. If the information given is incomplete or inaccurate, or if access conditions or item quantities differ materially from what was described, we reserve the right to amend the quotation or charge reasonable additional fees.
3.3 A booking is only confirmed when we have issued a written confirmation and, where required, received any applicable deposit or pre-payment. Provision of a quotation alone does not constitute a confirmed booking.
3.4 You are responsible for checking that the booking confirmation accurately reflects your requested service, including the dates, addresses, and any special requirements. Any discrepancies must be notified promptly.
4. Access, Parking, and Client Responsibilities
4.1 You must ensure that there is suitable and lawful access for our vehicles at both the collection and delivery addresses, including any required parking permits, visitor vouchers, or pre-arranged parking authorisations.
4.2 Any parking fines, penalties, or charges arising from inadequate or unlawful parking arrangements that are beyond our control may be charged to you.
4.3 You must ensure that the property is safe and accessible for our staff, that stairways and corridors are clear, and that items to be moved are ready and available at the time agreed.
4.4 You are responsible for securing valuables, confidential documents, cash, jewellery, and other high-value items. We recommend you keep such items with you and do not include them in the removal unless specifically agreed.
5. Packing and Preparation of Goods
5.1 Unless otherwise agreed, you are responsible for adequately packing your goods in strong, suitable containers, sealed and clearly labelled. Fragile items should be wrapped and cushioned appropriately.
5.2 Where you request our packing service, we will use reasonable care and skill in packing your items. However, you must advise us of any particularly fragile or high-value items that require special handling.
5.3 We reserve the right to refuse to move items that are inadequately packed, unsafe to handle, excessively heavy, or likely to cause damage to property or injury to persons.
6. Prohibited and Hazardous Items
6.1 You must not include in any consignment any hazardous or prohibited items including but not limited to explosives, flammable or combustible liquids, gas cylinders, chemicals, paint, solvents, firearms, ammunition, illegal drugs, or any other item prohibited under UK law or local regulations.
6.2 We may refuse to carry any item that we reasonably believe to be dangerous, illegal, or unsuitable for transport. If such items are discovered after loading, we may remove or isolate them, and you may be charged for any resulting delay, disposal costs, or damage.
7. Payments, Deposits, and Charges
7.1 Our charges are as stated in the quotation or booking confirmation and are based on factors such as volume of goods, distance, access conditions, and service type.
7.2 We may require a deposit or full pre-payment to secure your booking. The level and timing of any deposit will be specified in your booking confirmation.
7.3 The balance of any amounts due must be paid in accordance with the payment terms stated in the quotation or booking confirmation. Unless otherwise agreed, payment is due on or before the day of the move, prior to unloading at the destination address.
7.4 If payment is not received when due, we reserve the right to withhold delivery of goods, charge interest on overdue amounts at a reasonable rate, and recover any additional costs incurred in seeking payment.
7.5 Additional charges may apply where delays occur outside our control, such as waiting time due to late key release, inadequate access, or changes requested by you on the day. Such charges will be calculated at our standard hourly or daily rates, as applicable.
8. Cancellations and Changes by the Client
8.1 If you wish to cancel or change your booking, you must notify us as soon as possible. Cancellations or changes are only effective when acknowledged by us.
8.2 We may apply cancellation charges based on the notice period given before the scheduled service date. Typical charges may include loss of deposit or a percentage of the quoted price, depending on how close to the service date the cancellation occurs.
8.3 If you request changes that materially affect the scope of work, such as significantly increased volume, additional addresses, or date changes, we reserve the right to adjust the price or decline the change if we are unable to accommodate it.
9. Cancellations and Changes by Us
9.1 While we will use all reasonable efforts to perform the services on the agreed date and time, our obligations are subject to factors beyond our control, such as severe weather, traffic incidents, accidents, vehicle breakdown, industrial action, or other unforeseen events.
9.2 In the event that we must cancel or significantly postpone a booking, we will inform you as soon as reasonably practicable and offer to reschedule or, if rescheduling is not possible, refund any sums paid for the affected services. This will be our sole liability to you in such circumstances.
10. Our Liability for Loss or Damage
10.1 We will exercise reasonable care and skill in handling, loading, transporting, and unloading your goods. However, our liability for loss or damage is subject to the limitations set out in this section.
10.2 We are not liable for loss or damage arising from:
a. Inadequate or improper packing by you when we have not provided the packing service.
b. Normal wear and tear, minor marks, or scratches that may reasonably occur in the course of a removal.
c. Inherent defects or weaknesses in furniture or other items, including self-assembly furniture not designed to be moved once assembled.
d. Loss or damage to items not presented for removal, or items that you or your representatives move yourself.
e. Electrical or mechanical faults in appliances or equipment, unless there is clear evidence of physical damage caused by our negligence.
f. Loss of data or records, including computer files and software.
g. Indirect or consequential loss, such as loss of profit, loss of enjoyment, or other economic loss.
10.3 Our liability for any single item or consignment may be limited to a specified maximum amount per item or per job. Details of any applicable limits, and any option to declare higher value cover, will be set out in your quotation or booking confirmation.
10.4 You must notify us in writing of any visible loss or damage as soon as reasonably possible and, in any event, no later than seven days after the completion of the services. We may request evidence such as photographs, repair estimates, or proof of purchase.
11. Client Indemnity
You agree to indemnify us against any claims, costs, damages, or expenses arising from:
a. Your breach of these Terms and Conditions.
b. The presence or transport of prohibited or hazardous items.
c. Inaccurate or incomplete information supplied by you regarding access, parking, item description, or property conditions.
12. Waste, Disposal, and Environmental Regulations
12.1 We are not a general waste carrier and do not provide uncontrolled rubbish clearance. Any removal of waste or unwanted items must be specifically agreed as part of the services.
12.2 Where we agree to remove items for disposal, we will do so in compliance with applicable UK waste and environmental regulations. We may charge additional fees for disposal, recycling, or transport to licensed facilities.
12.3 You must not present household refuse, hazardous waste, or items requiring special treatment without prior agreement. We reserve the right to refuse such items or charge additional fees where we agree to handle them in accordance with regulations.
12.4 You remain responsible for ensuring that any items you request us to remove for disposal can lawfully be disposed of and do not breach environmental or local authority rules.
13. Insurance
13.1 We maintain appropriate insurance in connection with the services we provide. Details of our cover are available on request.
13.2 It remains your responsibility to consider whether you require additional insurance for high-value or fragile items, or for any aspect of the move not covered by our standard liability and insurance arrangements.
14. Complaints and Dispute Resolution
14.1 If you are dissatisfied with any aspect of our service, you should raise the matter with us as soon as possible so that we have an opportunity to address your concerns.
14.2 We will investigate complaints promptly and aim to resolve them in a fair and reasonable manner. You may be asked to provide supporting information or evidence.
14.3 If we are unable to reach an agreed resolution, either party may consider independent advice or, where appropriate, pursue remedies through the UK courts.
15. Data Protection and Privacy
15.1 We collect and process personal information provided by you in order to arrange and deliver the services, administer your booking, and comply with legal obligations.
15.2 We will only use your personal data in accordance with applicable UK data protection laws. We will not sell your information to third parties. Limited sharing may occur with partners or subcontractors strictly for the purpose of fulfilling your booking.
16. Force Majeure
We shall not be in breach of this Agreement nor liable for delay in performing, or failure to perform, any of our obligations where such delay or failure results from events, circumstances, or causes beyond our reasonable control, including but not limited to severe weather, natural disasters, acts of terrorism, war, riots, industrial disputes, road closures, or government restrictions.
17. Severability
If any provision or part-provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision or part-provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.
18. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire Agreement between you and us and supersede any prior discussions, correspondence, or understandings relating to the subject matter.
19. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of our services, shall be governed by and construed in accordance with the laws of England and Wales.
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 we provide.
20. Amendments to These Terms
We may update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, or our business practices. The version that applies to your booking will be the version in force on the date we issue your booking confirmation, unless a change is required by law.
By confirming a booking with Hounslow Movers, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
