Shepherdsbush Removals Terms and Conditions

These Shepherdsbush Removals terms and conditions set out the basis on which we provide domestic and commercial removal services, packing support, transport, storage arrangements where agreed, and related moving services in the UK. By making a booking, you agree to be bound by these terms, together with any written quotation, inventory, job sheet, or service confirmation issued by us. We aim to provide a clear and fair framework so that every Shepherds Bush removal service is delivered with reasonable care, proper planning, and transparent expectations.

For the purposes of this document, ???we??�, ???us??�, and ???our??� mean Shepherdsbush Removals, and ???you??� or ???the customer??� means the person, business, or organisation booking the service. These terms apply whether the service is a full house move, office relocation, collection, delivery, single-item transport, dismantling and reassembly, or a tailored removals service. If any part of a quotation or job instruction conflicts with these terms, the written quotation will apply only to the extent that it expressly changes these terms.

We reserve the right to update these terms from time to time. The version in force on the date your booking is accepted will apply to your service, unless a later written variation is agreed by both parties. It is your responsibility to read these terms carefully before confirming a booking. If you do not agree with any part of them, you should not proceed with the booking. Any reference to ???in writing??� includes email and other electronic communication we reasonably accept for booking administration.

Booking process begins when you request a quotation or service estimate and provide accurate information about the move. This includes addresses, access conditions, parking restrictions, floors, lifts, item quantities, fragile items, bulky items, and any special handling requirements. A quote for removal services is based on the information you provide and may be adjusted if the actual job differs materially from the description supplied at the time of booking. We may request photographs, a video survey, or an inventory to help assess the work.

A booking is only confirmed once we have accepted your request in writing and, where required, received a deposit or advance payment. Until confirmation is issued, we are not obliged to reserve a vehicle, crew, or time slot. In some cases, we may offer a provisional booking subject to a pre-move survey or additional checks. You must ensure that the person making the booking has authority to do so and can agree to these terms on behalf of all occupants, owners, or relevant decision-makers.

If you are booking a Shepherds Bush removals service for a business or property managed by a third party, you must ensure that all instructions supplied to us are complete and consistent. We may refuse or reprice a job if the information provided is inaccurate, incomplete, or misleading. Any timetable, moving date, or service window is an estimate unless expressly guaranteed in writing. We will use reasonable efforts to attend at the agreed time, but we are not responsible for delays caused by traffic, weather, road closures, access issues, or events outside our control.

Payments and pricing are based on the quotation, the agreed scope of work, and any supplementary charges set out in advance or reasonably incurred during the move. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT where applicable. A deposit may be required to secure the booking, and the balance must be paid by the due date specified in the invoice or service confirmation. We may refuse to begin or continue work if payment terms are not met.

Where our charges are time-based, the total cost may change if the job takes longer than estimated due to circumstances not caused by our negligence, including additional items, restricted access, waiting time, parking delays, elevator failures, or changes to the original plan. Additional labour, materials, tolls, parking charges, storage fees, disposal fees, or specialist equipment may be charged separately if they are necessary to complete the work. We will normally explain any significant extra costs as soon as reasonably possible.

For a Shepherdsbush Removals service, payment must be made by the method we specify, which may include bank transfer, card payment, or another approved method. Cash payments, part-payments, or deferred payments are only accepted if we have agreed them in writing. Any invoice not paid by its due date may attract reasonable late-payment charges, interest, or recovery costs where permitted by law. We may also suspend further services or withhold delivery of goods in our lawful possession until outstanding sums are settled.

Cancellations, rescheduling, and postponements must be requested as soon as possible in writing. If you cancel more than a specified period before the moving date, we may refund all or part of any deposit, less any non-recoverable costs already incurred. If you cancel close to the scheduled date, or if our team arrives and is unable to proceed because access is unavailable, the property is not ready, or you fail to attend, you may be charged a cancellation fee to cover lost time and costs. The exact amount will depend on the notice given and the resources reserved for your job.

We may reschedule a booking where operational issues, safety concerns, adverse weather, vehicle breakdown, staff illness, or events beyond our control make the original date impractical. If we need to reschedule, we will seek a mutually suitable alternative date. We are not liable for loss arising from such changes, provided we act reasonably and keep you informed. Where a deposit has been paid, it may be transferred to the new date if the move is rearranged by agreement.

If you ask us to delay, split, or pause the service after the job has started, additional charges may apply for waiting time, storage, re-attendance, or re-routing of vehicles and staff. Any cancellation or rescheduling request does not remove your responsibility for costs already incurred. For removal company terms of this kind, fairness is important, but so is the need to allocate crews, vehicles, and time efficiently across booked work.

Customer responsibilities include making sure the premises are ready for loading and unloading, all access routes are safe and unobstructed, and fragile or high-value items are clearly identified. You must obtain any permissions needed for parking, building access, lift use, or entry to shared areas. You are also responsible for securing pets, protecting children, and ensuring that hazardous or prohibited items are not mixed with general household goods. If you fail to disclose special risks or restrictions, we may pause or refuse the work.

Where you pack your own items, you are responsible for the quality and suitability of the packing. We are not liable for damage caused by inadequate boxes, weak tape, poor wrapping, overfilled cartons, or unstable stacking. If we supply packing materials or undertake professional packing, we will do so using reasonable care and skill. However, unless expressly agreed, we do not inspect the contents of sealed boxes, and we cannot verify the condition of items that were already damaged or defective before collection.

Liability and risk are transferred carefully during a move. We will take reasonable care of your belongings while they are in our possession, but we do not accept unlimited liability. Our responsibility is limited to loss or damage directly caused by our negligence, breach of contract, or wilful misconduct, subject always to any statutory rights that cannot be excluded. We are not liable for indirect or consequential losses, including missed appointments, business interruption, loss of profits, or sentimental value, unless required by law.

Insurance and claims may be available for certain services, and where applicable, any cover is subject to the terms of the relevant policy or insurer. You must notify us of any claim for loss or damage as soon as reasonably possible and, in any event, within the period stated in your service confirmation. Claims must include sufficient detail, supporting photographs where possible, and proof of value. Failure to report an issue promptly may affect our ability to investigate and may reduce or bar recovery.

We are not responsible for loss or damage arising from events outside our reasonable control, including fire, flood, severe weather, civil disorder, theft by third parties, road accidents not caused by us, or acts of public authorities. We are also not liable for damage to items that are inherently fragile, deteriorated, improperly assembled, or unsuitable for transport unless we have expressly agreed to handle them under a specific arrangement. Our UK removals terms do not remove any rights you may have under consumer law.

If our staff are asked to move items that are unusually heavy, fragile, dangerous, valuable, or difficult to access, we may refuse the item, request additional equipment, or impose special handling conditions. You must tell us in advance about pianos, antiques, artwork, large appliances, glass furniture, or items requiring dismantling. Any assistance we provide in moving such items is given on the basis of the information available and subject to safe handling procedures.

Waste regulations and prohibited items are an important part of lawful moving and clearance work. We operate in accordance with applicable UK waste and environmental requirements, including the duty to handle, transport, and dispose of waste only where lawful and authorised. If you request disposal, removal of unwanted items, or clearance of rubbish, you confirm that the material may be treated as waste and that you have the right to instruct us to remove it. We may require details of the waste type before accepting the job.

We do not collect, transport, or dispose of hazardous, illegal, or regulated items unless we have specifically agreed in writing and hold any required permissions. This may include asbestos, chemicals, solvents, clinical waste, gas cylinders, explosives, fuel, certain electronics, contaminated materials, and other restricted substances. If prohibited items are discovered during the move, we may decline to handle them, isolate them, or require you to arrange specialist removal. Any waste transferred to us will be managed in line with the relevant environmental and duty-of-care obligations.

If we remove waste on your behalf, you remain responsible for ensuring that it is properly described and that you have authority to dispose of it. You must not conceal hazardous or controlled materials within general waste or furniture. If inaccurate information causes us loss, penalty, delay, or additional disposal costs, you agree to reimburse us. Where required, we may keep records relating to the transfer or disposal of waste and may request your cooperation with any compliance checks. This helps ensure responsible removal services UK delivery.

Access, delays, and service conditions may affect how a move is completed. If parking restrictions, narrow staircases, no-lift access, or security procedures delay the move, additional time-based charges may apply. You should ensure that keys, codes, permits, and authorisations are available at the correct time. If our team cannot gain access to either the collection or delivery location, or if access becomes unsafe, we may wait for a reasonable period and then rearrange the job, charge for wasted time, or return goods to storage if appropriate.

We may use subcontractors, partner carriers, or specialist suppliers to deliver part or all of the service. If so, we remain responsible for arranging the service in a professional manner, but any subcontractor may have its own operational requirements and safety rules. You must not ask our team to undertake work that is unlawful, unsafe, or outside the agreed scope. Any alteration to the service, including extra collections, unplanned deliveries, or changes to the destination, must be approved by us in writing before we proceed.

Governing law and dispute resolution are governed by the laws of England and Wales. Any dispute or claim arising from these terms, the quotation, or the provision of a Shepherdsbush Removals service will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer rules provide otherwise. We encourage customers to raise concerns promptly so that issues can be reviewed and, where appropriate, resolved without formal proceedings. Nothing in these terms limits rights that cannot lawfully be excluded or restricted.