Camden Town Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Camden Town Removals provides household and commercial removal and related services. Please read them carefully before making a booking. By confirming a booking, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 "Company" means Camden Town Removals, the provider of removal and associated services.

1.2 "Customer" means the person, firm or organisation who requests and contracts the services of the Company.

1.3 "Services" means removal, packing, unpacking, loading, unloading, storage, and any other services provided by the Company as agreed with the Customer.

1.4 "Goods" means all items to be removed, transported, packed, stored, handled or otherwise dealt with by the Company as part of the Services.

1.5 "Premises" means the collection and delivery addresses and any other locations where the Services are to be performed.

1.6 "Quotation" means the written or electronic estimate provided by the Company for the Services.

2. Scope of Services

2.1 The Company provides residential and commercial removals and related services within its service area, including local and regional moves, subject to availability and agreement.

2.2 The specific Services to be provided will be set out in the Quotation and booking confirmation. Any additional services requested on the day of the move will be subject to the Company’s agreement and may incur extra charges.

2.3 The Company reserves the right to refuse to move or handle any Goods that, in its reasonable opinion, present a risk to health and safety, are illegal, or are excluded under these Terms and Conditions.

3. Booking Process

3.1 Bookings may be made after the Customer has provided accurate information regarding the nature and volume of Goods, access at both collection and delivery Premises, and any special requirements.

3.2 All bookings are subject to acceptance by the Company. A booking is deemed confirmed only when the Customer has received a booking confirmation from the Company and any required deposit has been paid.

3.3 The Customer is responsible for ensuring that all information provided to the Company is complete and accurate. If the information is incorrect or incomplete, the Company may adjust the price, amend the Services, or cancel the booking.

3.4 The Company may conduct a pre-move survey in person or remotely to assess the volume of Goods, access conditions and any special requirements. The Quotation may be amended following the survey.

4. Quotations and Prices

4.1 Unless otherwise stated, Quotations are estimates based on the information provided by the Customer and are not guaranteed fixed prices.

4.2 Quotations are valid for a limited period as stated in the Quotation. After this period, the Company reserves the right to revise prices.

4.3 The Company may adjust the price if:

a the Customer’s requirements change;

b the volume of Goods differs from that originally stated;

c access to the Premises is restricted, delayed or different from that described;

d additional services are requested or required on the day of the move; or

e there are delays outside the Company’s control, such as waiting for keys or legal completion.

4.4 Unless expressly stated, prices do not include customs duties, parking fees, congestion charges, tolls, or other third-party charges. These will be payable by the Customer in addition to the quoted price.

5. Payments

5.1 The Company may require a deposit to secure the booking. The amount and due date will be specified in the Quotation or booking confirmation.

5.2 Unless otherwise agreed in writing, payment of the balance for the Services is due no later than the last business day before the move date. For certain jobs, payment may be required in full at the time of booking.

5.3 Payments must be made using the methods accepted by the Company, as notified to the Customer. Cash payments, if accepted, must be agreed in advance.

5.4 The Company reserves the right to refuse to commence or continue with the Services if payment has not been received as required.

5.5 If payment is not made on time, the Company may charge interest on overdue amounts at the statutory rate from the due date until the date of payment, together with any reasonable costs incurred in recovering the debt.

6. Cancellations and Postponements

6.1 The Customer may cancel or postpone the Services by giving notice to the Company.

6.2 If the Customer cancels or postpones the Services, the Company may apply the following charges based on the notice period given:

a More than 10 business days before the move date: no cancellation charge, and any deposit may be refunded or transferred, less any non-recoverable costs incurred by the Company.

b Between 5 and 10 business days before the move date: up to 50 percent of the agreed price may be charged.

c Less than 5 business days before the move date or on the move date: up to 100 percent of the agreed price may be charged.

6.3 The Company may cancel or postpone the Services if:

a the Customer fails to pay any required deposit or balance when due;

b the Customer is in breach of these Terms and Conditions;

c the Company is unable to safely or legally perform the Services; or

d circumstances beyond the Company’s reasonable control prevent the performance of the Services, such as severe weather, accidents, road closures or industrial action.

6.4 If the Company cancels the Services for reasons within its control, any monies paid for Services not provided will be refunded. The Company will not be liable for indirect losses or consequential costs arising from the cancellation.

7. Customer Responsibilities

7.1 The Customer must:

a ensure that adequate and safe access is available at all Premises, including reserved parking where necessary;

b obtain and pay for any required parking permissions, permits or dispensations unless otherwise agreed;

c be present, or ensure that a responsible representative is present, during the move to provide instructions and sign relevant documentation;

d ensure all Goods to be moved are ready for collection and properly packed, unless packing services have been agreed;

e disconnect and prepare all appliances, fixtures and equipment in accordance with manufacturer instructions;

f ensure that no prohibited items are included with the Goods.

7.2 The Customer must not include in the Goods any items that are hazardous, illegal, explosive, corrosive, flammable, perishable or otherwise unsuitable, including but not limited to gas cylinders, fuel, paint, chemicals, firearms, drugs or live animals.

7.3 The Customer is responsible for securing valuable items such as jewellery, cash, important documents and personal devices. Such items should not be placed within general removal loads unless specifically declared and agreed.

8. Company Responsibilities

8.1 The Company will use reasonable care and skill in providing the Services.

8.2 The Company will take reasonable steps to protect floors, walls and doorways where appropriate, but is not responsible for pre-existing defects or wear and tear at the Premises.

8.3 The Company may use sub-contractors or agents to perform all or part of the Services. Where this occurs, the Company will remain responsible for the acts and omissions of those sub-contractors within the scope of the Services.

9. Liability and Limitations

9.1 The Company’s liability for loss of or damage to Goods resulting from its negligence or breach of contract is limited as set out in this clause.

9.2 The Company will not be liable for:

a loss or damage caused by the nature or inherent defect of the Goods;

b loss or damage to fragile items that were not professionally packed by the Company or its agents;

c loss or damage where Goods have been packed by the Customer and the packing is inadequate, defective or unsuitable;

d minor cosmetic damage to furniture that is not reasonably avoidable when moving large or heavy items through confined spaces;

e any indirect or consequential loss, including loss of profit, loss of opportunity, or loss arising from delays to legal completions or third-party arrangements.

9.3 The Company’s total liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable market replacement value for the affected items, subject to any specific limits notified to the Customer.

9.4 The Customer must notify the Company in writing of any visible loss or damage to Goods or property as soon as reasonably possible and no later than 7 days after completion of the Services. For non-visible loss or damage, the Customer must notify the Company within 14 days of becoming aware of the issue. Failure to notify within these time limits may affect the Company’s ability to investigate and resolve the matter.

9.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot be limited or excluded under applicable law.

10. Delays and Waiting Time

10.1 The Company will use reasonable efforts to adhere to agreed dates and times, but these are estimates only and cannot be guaranteed.

10.2 The Company is not liable for delays caused by events outside its reasonable control, including but not limited to traffic conditions, road closures, accidents, adverse weather or delays in key handover.

10.3 Where significant waiting time occurs for reasons not attributable to the Company, such as delays in gaining access to the Premises, the Company may charge a reasonable hourly rate for waiting and any associated costs.

11. Packing, Assembly and Disassembly

11.1 If the Company has agreed to provide packing services, it will pack the Goods using suitable materials and techniques.

11.2 If the Customer packs the Goods, the Customer is responsible for ensuring that items are adequately protected. The Company may decline to move items it considers unsafely packed.

11.3 If the Company has agreed to dismantle or reassemble furniture or equipment, it will use reasonable care, but cannot guarantee that items will be restored to their original condition, particularly where they were not originally designed to be dismantled.

12. Waste, Disposal and Environmental Regulations

12.1 The Company operates in accordance with applicable waste and environmental regulations. Certain items cannot be removed or disposed of as general household waste.

12.2 The Company is not a general waste carrier unless this has been expressly agreed. If the Customer requires disposal of unwanted items, this must be discussed in advance so that appropriate arrangements, compliance, and pricing can be confirmed.

12.3 The Company will not remove or dispose of hazardous or prohibited waste, including but not limited to asbestos, clinical or medical waste, chemicals, oils, gas bottles or contaminated materials.

12.4 If the Company is requested to transport items for disposal, the Customer confirms that they have the right to dispose of those items and that the items do not fall within restricted or hazardous categories.

12.5 Any breach of waste or environmental regulations by the Customer, resulting in fines, penalties or additional costs for the Company, may be charged back to the Customer.

13. Storage Services

13.1 Where storage is provided by the Company or its partners, separate storage terms may apply in addition to these Terms and Conditions.

13.2 Storage charges are payable in advance at the agreed intervals. The Company may refuse to release Goods from storage until all storage and removal charges have been paid in full.

13.3 The Customer must inform the Company promptly of any change of contact details while Goods are in storage.

14. Insurance

14.1 The Company maintains insurance appropriate to its business activities. Details of insurance cover can be provided upon request.

14.2 The Customer is encouraged to obtain their own insurance cover for Goods during the move and any period of storage, particularly for high-value or fragile items.

15. Complaints and Dispute Resolution

15.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with the Company as soon as practicable so that it can be investigated.

15.2 The Company will use reasonable efforts to resolve complaints promptly and fairly. The Customer agrees to cooperate with any reasonable investigation of their complaint.

16. Data Protection and Privacy

16.1 The Company will process personal data provided by the Customer in accordance with applicable data protection laws.

16.2 Personal data will be used for the purposes of providing the Services, managing the customer relationship, complying with legal obligations, and, where permitted, for service improvement.

16.3 The Company will take reasonable steps to protect personal data against unauthorised access, loss or misuse.

17. General Provisions

17.1 These Terms and Conditions, together with the Quotation and booking confirmation, constitute the entire agreement between the Company and the Customer and supersede any prior discussions or understandings.

17.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

17.3 The Customer may not assign or transfer their rights or obligations under these Terms and Conditions without the prior written consent of the Company.

17.4 Any waiver by the Company of a breach of these Terms and Conditions shall not be deemed a waiver of any subsequent breach.

18. Governing Law and Jurisdiction

18.1 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.

18.2 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.