Edgware Removals Terms and Conditions of Service

These Terms and Conditions set out the basis on which Edgware Removals provides removal, relocation and related services to private and business customers in the United Kingdom. By booking or using our services you agree to be bound by these Terms and Conditions. You should read them carefully before making a booking.

1. Definitions

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

Company, we, us, our means Edgware Removals.

Customer, you, your means the person, company or organisation booking or using our services.

Services means any removal, packing, loading, transport, unloading, unpacking, storage, clearance or related service provided by us.

Goods means the items and property that you ask us to handle, transport, store or remove.

Contract means the legally binding agreement formed between you and us, consisting of any written quotation or confirmation and these Terms and Conditions.

2. Scope of Services

We provide domestic and commercial removal and related services within the United Kingdom. Our services may include packing and unpacking, loading and unloading, transportation of goods, furniture dismantling and reassembly, and limited waste removal in accordance with applicable regulations.

Any description of services in our quotation or confirmation shall form part of the Contract. We will not be obliged to perform any services that are not explicitly agreed in writing.

3. Booking Process

3.1 Initial enquiry and quotation

You may request a quotation by providing accurate information about the collection and delivery addresses, access conditions, dates, volume or inventory of goods, special items, and any other relevant details. Quotations are based on the information supplied and are subject to revision if that information is incomplete or inaccurate.

3.2 Acceptance of quotation

A Contract will only come into existence when you confirm in writing that you accept our quotation and we confirm the booking in writing. Verbal indications are not binding until confirmed by us.

3.3 Changes to booking details

If you need to make changes to dates, times, addresses, access details, or the nature or volume of goods, you must inform us as soon as possible. All changes are subject to availability and may result in an adjusted price. We reserve the right to decline requested changes if we cannot accommodate them.

3.4 Access and suitability

When making a booking, you must inform us of any issues that may affect access, including but not limited to parking restrictions, narrow roads, low bridges, internal or external stairs, lifts, or distance from vehicle to property. Additional charges may apply if access is more difficult than stated at the time of booking.

4. Prices and Payments

4.1 Price basis

Our charges are based on the services requested, the estimated or declared volume of goods, distance between properties, access conditions, labour requirements, and any additional services such as packing, specialist handling, or storage.

4.2 Deposits

We may require a non-refundable or partially refundable deposit to confirm your booking. The amount and payment deadline will be set out in our quotation or booking confirmation.

4.3 Balance payments

Unless otherwise agreed in writing, the balance of all charges is due before or on the day of the move, and in any event before unloading is completed at the destination. We reserve the right to withhold delivery of goods until full payment has been received.

4.4 Overruns and additional charges

If the move takes longer than anticipated due to reasons beyond our control, such as delays caused by you, your agents or third parties, or if additional services are requested on the day, we may charge additional fees based on our current hourly or daily rates.

4.5 Non-payment

If you fail to pay any amount due under the Contract, we may charge interest on the overdue sum at the statutory rate until payment is received in full. We may also retain possession of your goods until all outstanding amounts, including any storage or additional handling charges, have been settled.

5. Cancellations, Postponements and Refunds

5.1 Your right to cancel or postpone

You may cancel or postpone your booking by giving us written notice. The following charges may apply, based on when we receive your notice relative to the scheduled service date:

a. More than 10 working days before the service date: any deposit paid may be refunded or credited at our discretion, less any reasonable administration costs.

b. Between 5 and 10 working days before the service date: up to 50 percent of the quoted price may be charged.

c. Less than 5 working days before the service date or on the day: up to 100 percent of the quoted price may be charged.

5.2 Our right to cancel or postpone

We reserve the right to cancel or postpone the service due to circumstances beyond our control, including but not limited to severe weather, road closures, vehicle breakdowns, staff illness, or safety concerns. In such cases we will seek to reschedule the service at a mutually convenient time. Our liability will be limited to any amounts already paid by you for the affected services.

5.3 Failure to be ready

If you are not ready for the move at the agreed time, or if access to the property is not available, this may be treated as a late cancellation and charges may apply as if the service had been cancelled on the day.

6. Customer Responsibilities

6.1 Information and documentation

You must provide accurate and complete information about the services required and any special requirements. You must ensure that you have all necessary permissions, keys, codes and consents for access to the properties and any communal or shared areas.

6.2 Preparation of goods

Unless you have booked packing services, you are responsible for properly packing, labelling and securing your goods in suitable containers. Fragile or valuable items should be clearly identified. Any items left loose or inadequately packed are moved at your own risk.

6.3 Prohibited and dangerous items

You must not submit for removal or storage any goods that are hazardous, illegal, explosive, corrosive, flammable, perishable, or otherwise unsuitable for transport, including but not limited to gas cylinders, fuels, chemicals, paint, firearms, ammunition, illegal substances, and cash in significant amounts. We may refuse to transport or store any item that we reasonably consider to be unsafe or unlawful.

6.4 Presence during the move

You or your authorised representative must be present at collection and delivery addresses to direct placement of items, confirm inventory if applicable, and sign the job sheet or other documents. If no one is present, we will place goods in a reasonable location at the destination and shall not be liable for any loss or damage arising from this.

7. Our Responsibilities and Limitations of Liability

7.1 Duty of care

We will exercise reasonable care and skill in providing the services. Our personnel will handle your goods in a professional manner and will take reasonable steps to protect property at collection and delivery locations, for example by using protective equipment where appropriate.

7.2 Exclusions of liability

We shall not be liable for loss or damage arising from:

a. Your failure to pack goods adequately when you have chosen to pack them yourself.

b. Normal wear and tear, or deterioration arising from the nature of the goods.

c. Pre-existing damage, defects or inherent faults in the goods.

d. Electrical or mechanical derangement of appliances or equipment, unless caused by external physical damage due to our negligence.

e. Loss or damage to the contents of containers, drawers or packages not packed or inspected by us.

f. Loss or damage resulting from weather conditions, changes in temperature or humidity, or acts of nature that we could not reasonably prevent.

g. Losses arising from delays, missed appointments, business interruption, loss of profits, or other indirect or consequential losses.

7.3 Limits on compensation

Our total liability for loss of or damage to your goods, whether arising from negligence, breach of contract or otherwise, shall be limited to a reasonable replacement or repair cost, subject to any cap stated in our quotation or your separate written agreement with us. You are advised to arrange your own insurance cover for high value items and for the full value of your goods.

7.4 Notification of loss or damage

You must inspect your goods and property as soon as reasonably possible after completion of the services. Any visible loss or damage must be noted on the job sheet or other completion document. You must notify us in writing of any claim for loss or damage within seven days of the service date, giving full details of the items affected. Failure to do so may affect our ability to investigate and may limit our liability.

8. Waste, Disposal and Environmental Compliance

8.1 Waste regulations

We comply with applicable waste management and environmental regulations in the United Kingdom. Any waste removal or disposal services will be carried out in accordance with these regulations and at approved facilities.

8.2 Types of waste accepted

We may, at our discretion, agree to remove certain unwanted household or office items as part of our services. However, we are not obliged to accept all waste or refuse. Hazardous, clinical, chemical, or other controlled waste will not be accepted unless specifically agreed and subject to appropriate licensing and additional charges.

8.3 Customer responsibilities for waste

You are responsible for accurately describing any items to be disposed of and for separating general household or office waste from hazardous or restricted materials. If we incur additional costs due to undisclosed hazardous or restricted waste, you will be liable for those costs and any associated fees.

8.4 Environmental considerations

Where possible, we will seek to reuse or recycle items and materials in line with good environmental practice. However, we cannot guarantee that goods will be recycled rather than disposed of, unless agreed in writing as part of a specific service.

9. Delays and Force Majeure

We will use reasonable efforts to perform the services on the agreed date and within a reasonable time. However, we shall not be liable for delays or failures to perform caused by events beyond our reasonable control, including but not limited to extreme weather, traffic disruptions, accidents, road closures, vehicle breakdowns, industrial action, civil unrest, epidemics, or acts of government. In such circumstances we may suspend or reschedule the services and our liability shall be limited to any amounts you have already paid for services not yet provided.

10. Insurance and Risk

10.1 Our cover

We maintain appropriate insurance in connection with our business operations. Details of our insurance cover, including any key exclusions or limits that may affect you, are available on request.

10.2 Your own insurance

We strongly recommend that you arrange separate insurance for your goods for their full replacement value, including cover during packing, transit, loading, unloading, and any period of storage, as our liability under these Terms and Conditions may not be sufficient to cover all potential losses.

11. Complaints and Dispute Resolution

11.1 Complaints procedure

If you have any concerns or complaints about our services, you should notify us in writing as soon as possible, providing full details and any supporting information. We will investigate and respond within a reasonable timeframe, seeking to resolve the matter fairly.

11.2 Escalation

If a complaint cannot be resolved through our internal procedure, either party may seek resolution through negotiation, mediation, or ultimately through the courts, in accordance with the governing law and jurisdiction set out below.

12. Data Protection and Privacy

We will collect and process personal information about you only to the extent necessary to provide our services, manage your booking, handle payments, and comply with legal obligations. We will take reasonable steps to keep your information secure and will not share it with third parties except where necessary to deliver the services, process payments, or meet legal or regulatory requirements.

13. Termination

We may terminate the Contract with immediate effect by giving you written notice if you commit a serious breach of these Terms and Conditions, including but not limited to non-payment, abusive or unsafe behaviour towards our staff, or asking us to engage in unlawful activity. On termination you will remain liable for all charges incurred up to the date of termination and for any additional costs arising from it.

14. General Provisions

14.1 Entire agreement

These Terms and Conditions, together with our quotation or booking confirmation, form the entire agreement between you and us and supersede any prior understandings or representations.

14.2 Variation

Any changes to the Contract must be agreed in writing by both parties. Our staff and drivers are not authorised to vary these Terms and Conditions verbally.

14.3 Severability

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

14.4 Assignment

You may not transfer or assign your rights or obligations under the Contract without our prior written consent. We may assign or subcontract our rights and obligations, provided that this does not materially reduce the level of service you receive.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services we provide, 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 such dispute or claim, although we reserve the right to bring proceedings against you in any other court of competent jurisdiction.

By confirming your booking or using our services, you acknowledge that you have read, understood and agreed to these Terms and Conditions.