These Terms and Conditions set out the basis on which Shepherds Bush Removals provides household and commercial 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.
In these Terms and Conditions, the following expressions have the meanings set out below.
1.1 We, us, our: means Shepherds Bush Removals, the removal services provider.
1.2 You, your, customer: means the person or organisation booking or receiving our services.
1.3 Services: means any removal, packing, loading, unloading, transport, storage, delivery, or related services we agree to provide.
1.4 Goods: means all items, furniture, personal belongings, equipment, or other property in respect of which we provide the services.
1.5 Contract: means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation.
2.1 Any quotation we provide is based on the information you supply, including property access, number of rooms, volume of goods, and any special items. Quotations are usually provided on a fixed-price basis unless explicitly stated as an hourly rate.
2.2 Quotations are valid for 30 days from the date of issue unless stated otherwise. After this period, we may revise or withdraw the quotation.
2.3 We reserve the right to adjust the quoted price if:
a. the services are not booked within the quotation validity period; or
b. the information you provided is incomplete, inaccurate, or changes; or
c. access to the property or parking conditions are significantly different from those described; or
d. additional services are requested or reasonably required on the day; or
e. delays occur that are beyond our reasonable control, including waiting for keys or access.
2.4 Unless otherwise stated, our quotation does not include:
a. the removal or handling of items requiring specialist equipment or expertise such as pianos, safes, or machinery; or
b. the disconnection, reconnection, dismantling, or reassembly of appliances or furniture; or
c. packing or unpacking services; or
d. disposal of waste or unwanted items.
2.5 Any additional work not expressly included in the quotation may be charged at our standard rates, which will be communicated to you where practical before the work is undertaken.
3.1 A booking is made when you accept our quotation and we confirm the booking details in writing, which may include electronic confirmation. The Contract between you and us only comes into effect when we issue our confirmation.
3.2 You are responsible for checking that the details of the booking confirmation are correct, including the addresses, dates, times, and service description. Any discrepancies must be reported to us as soon as possible.
3.3 We may require a deposit at the time of booking. The amount and due date of the deposit will be stated in the quotation or booking confirmation.
3.4 We reserve the right to refuse any booking or to cancel a booking if we reasonably believe the service cannot be carried out safely, legally, or in accordance with these Terms and Conditions.
4.1 You must:
a. provide us with accurate and complete information relevant to the services, including access restrictions, parking availability, and the nature and volume of goods; and
b. arrange suitable parking for our vehicles at both the collection and delivery addresses, including any permits or permissions required; and
c. ensure that the property is accessible at the agreed times and that any necessary keys, codes, or permissions are available; and
d. ensure that all goods are properly packed, labelled, and ready for removal if packing services are not included; and
e. secure or remove any personal documents, valuables, jewellery, money, and other high-value or sensitive items. We recommend you keep these items with you.
4.2 You must not submit for removal or storage any goods that are illegal, dangerous, explosive, corrosive, flammable, perishable, or otherwise unsuitable for transport or storage. This includes, but is not limited to, firearms, ammunition, gas cylinders, fuels, chemicals, and illegal substances.
4.3 If you submit prohibited or hazardous items without our knowledge or consent, you will be responsible for any resulting loss, damage, or expense and may also be liable for additional charges.
5.1 Unless otherwise agreed in writing, payment terms are as follows:
a. a deposit may be required at the time of booking; and
b. the remaining balance is due no later than the completion of the services on the moving day; or
c. for longer projects or storage arrangements, periodic payments may be agreed separately.
5.2 We accept payment by methods advised at the time of booking or in your quotation or invoice. Payment must be made in pounds sterling.
5.3 If payment is not received in full when due, we reserve the right to:
a. suspend or refuse to commence or continue the services; and
b. charge reasonable interest on overdue sums at a rate not exceeding the statutory rate permitted under applicable UK law; and
c. retain possession of any goods in our custody until full payment has been received, including any storage or additional charges incurred.
5.4 All prices are inclusive or exclusive of VAT as stated in our quotation or invoice. If VAT is chargeable, it will be added at the applicable rate.
6.1 You may cancel or amend your booking by giving us written notice. Cancellation charges may apply, depending on the notice period.
6.2 Unless otherwise specified in your quotation or booking confirmation, the following cancellation charges will normally apply, calculated as a percentage of the quoted price:
a. more than 7 days before the service date: no cancellation charge, and any deposit may be refunded or held against a future booking at our discretion;
b. between 3 and 7 days before the service date: up to 50 per cent of the quoted price;
c. less than 3 days before the service date, or on the day of the service: up to 100 per cent of the quoted price.
6.3 If you request a change of date, address, or scope of services, we will try to accommodate it but cannot guarantee availability. Changes may result in revised pricing and additional charges.
6.4 We may cancel or postpone the services where:
a. you fail to pay any required deposit or amount due; or
b. we are unable to safely access the property or park our vehicles; or
c. extreme weather, road closures, or other events outside our reasonable control prevent us from carrying out the services; or
d. we believe your instructions or the circumstances would cause a risk to health, safety, or property, or would breach any law or regulation.
6.5 In the event we cancel or postpone the services due to circumstances within our reasonable control, our liability will be limited to refunding any deposit or prepayment you have made for the affected services, and we will not be liable for any indirect or consequential losses.
7.1 We will carry out the services with reasonable skill and care and within a reasonable time, taking into account traffic, access, and other practical constraints common to removal services in busy urban areas.
7.2 The estimated time for completion of the services is provided in good faith but is not guaranteed. We are not liable for delays caused by factors beyond our control, including but not limited to traffic, waiting for keys, or delays caused by third parties.
7.3 You or your appointed representative should be present at the collection and delivery addresses throughout the move to provide instructions, confirm items, and sign any relevant documentation. If you are not present, we will proceed based on the instructions previously provided, and our judgment will be deemed to be in your best interests.
7.4 We reserve the right to use additional staff, vehicles, or equipment where reasonably necessary to complete the services safely and efficiently.
8.1 We will take reasonable care of your goods while they are in our custody and control. Our liability for loss of or damage to goods is subject to the terms of this section.
8.2 We are not liable for:
a. loss or damage arising from your failure to adequately pack, secure, or protect goods where packing services are not provided by us; or
b. loss or damage to items that are fragile, valuable, or delicate, including but not limited to glassware, artwork, antiques, and electronic equipment, unless they have been properly packed and we have been notified in writing of their nature and value; or
c. loss or damage caused by wear and tear, inherent defects, or pre-existing damage; or
d. loss or damage due to atmospheric or climatic changes, including damp, mildew, rust, or mould; or
e. indirect or consequential losses, such as loss of profits, loss of earnings, or loss of opportunity.
8.3 Our total liability for loss or damage to goods, however arising, shall not exceed a reasonable valuation of the goods actually lost or damaged, and may be further limited to a specified amount per move if set out in your quotation or confirmation.
8.4 You must notify us in writing of any visible loss or damage as soon as reasonably possible, and in any event within a reasonable time after completion of the services. For concealed damage, you must notify us within a reasonable period after you discover the issue.
8.5 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited under applicable UK law.
9.1 We maintain appropriate insurance cover in respect of our legal liabilities as a removal services provider. Details of our insurance can be provided on request.
9.2 It is your responsibility to ensure that you have adequate insurance in place for the full value of your goods, including transit and storage cover where applicable. We strongly recommend that you obtain your own insurance if your goods are of high value or require additional protection.
10.1 We operate in accordance with applicable UK waste and environmental regulations. Where we agree to remove and dispose of unwanted items, we will do so using lawful methods and authorised facilities.
10.2 You agree that:
a. any items you ask us to dispose of are your property and you have the legal right to authorise their disposal; and
b. no items for disposal are hazardous or prohibited waste under applicable regulations unless we have expressly agreed in writing to handle them and you have provided all necessary information and documentation.
10.3 Additional charges may apply for disposal services, particularly for bulky items, electrical goods, or materials classified as controlled or special waste. These charges will be communicated to you in advance where reasonably possible.
10.4 We reserve the right to refuse the collection or disposal of any items that we reasonably believe may be illegal, unsafe, or in breach of waste regulations.
11.1 If we provide storage as part of the services, your goods will be stored in a suitable facility chosen by us and will be subject to the terms of this section in addition to the other provisions of these Terms and Conditions.
11.2 Storage charges will accrue from the date your goods are placed into storage until the date they are removed. Charges are payable in advance or at intervals as agreed in writing.
11.3 If storage fees remain unpaid, we may exercise a lien over the stored goods and, after giving reasonable notice, may sell or dispose of some or all of the goods to recover outstanding amounts and reasonable costs incurred.
11.4 You must keep us informed of your current contact details while your goods are in storage.
12.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our team as soon as possible so we can attempt to resolve it promptly.
12.2 If the matter is not resolved at the time, you should submit a written complaint providing details of the issue, any loss or damage, and supporting evidence where available. We will review your complaint and respond within a reasonable time.
12.3 We will aim to resolve disputes amicably. If a dispute cannot be resolved by negotiation, you may be able to use alternative dispute resolution services or take legal action through the appropriate UK courts.
13.1 We will process any personal data you provide in accordance with applicable UK data protection laws.
13.2 We will use your personal data to manage your booking, provide the services, process payments, and communicate with you about your move and related services. We may also retain certain information for legal, accounting, or regulatory purposes.
14.1 These Terms and Conditions, and any Contract between you and us, are governed by and interpreted in accordance with the laws of England and Wales.
14.2 You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any disputes or claims arising out of or in connection with these Terms and Conditions, the Contract, or the services.
15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions shall remain in full force and effect.
15.2 No variation of these Terms and Conditions will be effective unless agreed in writing by us.
15.3 Our failure to enforce any right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision.
15.4 These Terms and Conditions form the entire agreement between you and us in relation to the services and supersede any previous agreements, understandings, or representations, whether written or oral, relating to the same subject matter.
