Terms and Conditions
Movers St. John's Wood Terms and Conditions
These Terms and Conditions set out the basis on which Movers St. John's Wood supplies removal, relocation, packing, storage coordination and related services within the United Kingdom. By placing a booking or using our services, 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 expressions have the meanings set out below:
1.1 Company means Movers St. John's Wood, the provider of the services.
1.2 Customer means the individual, business or other entity requesting or using the services.
1.3 Services means any removal, transport, packing, unpacking, loading, unloading, furniture assembly, disassembly, clearance, waste removal coordination, storage coordination or related services provided by the Company.
1.4 Goods means all items, belongings, furniture, equipment and other property that the Company is requested to handle, move, pack, store, transport or otherwise deal with in connection with the Services.
1.5 Contract means the agreement between the Company and the Customer for the supply of Services, comprising these Terms and Conditions and any written quotation or confirmation issued by the Company.
2. Scope of Services
2.1 The Company provides domestic and commercial removal and related services within the United Kingdom. Any services outside this scope must be expressly agreed in writing.
2.2 The specific Services to be provided, including the type of vehicle, number of staff, date and time window, and any additional services such as packing or furniture assembly, will be set out in the quotation or booking confirmation.
2.3 The Company reserves the right to use subcontractors or agents to perform all or part of the Services. Where subcontractors are used, the Company will remain responsible for the proper performance of the Contract.
3. Booking Process
3.1 All bookings are subject to availability and to written confirmation by the Company. A quotation given by the Company does not constitute a confirmed booking until accepted by the Customer and confirmed by the Company.
3.2 Quotations are based on the information provided by the Customer, including but not limited to property access, parking arrangements, number and type of items, special handling requirements, and distance between addresses. The Customer must ensure that all information is accurate and complete.
3.3 The Company may conduct an assessment, either in person or via remote methods such as video or photographs, to estimate the volume of Goods and the resources required. Any changes identified after this assessment may result in a revised quotation.
3.4 The Customer must inform the Company in good time of any factors that may affect the performance of the Services, including restricted access, lift restrictions, long carry distances, vehicle size limitations, parking restrictions, or the presence of fragile, heavy or high-value items.
3.5 The Contract is formed when the Company issues a written confirmation of the booking, which may be provided by electronic means. By confirming the booking, the Customer acknowledges that they have read, understood and agree to these Terms and Conditions.
4. Price and Payment
4.1 The price for the Services will be as set out in the quotation or booking confirmation. Prices may be based on a fixed fee or hourly rate, or a combination of both, as stated in the confirmation.
4.2 Unless otherwise stated, prices are exclusive of congestion charges, tolls, parking fees, waste disposal charges and other third party costs, which may be added to the final invoice where applicable.
4.3 The Company may require a deposit or full prepayment to secure the booking. Any required deposit and due date for payment will be stated in the quotation or confirmation.
4.4 Unless otherwise agreed, balance payments are due on or before the day the Services are carried out. The Company reserves the right not to commence or to suspend Services if cleared funds have not been received in accordance with the agreed payment terms.
4.5 Payments must be made using the methods accepted by the Company at the time of booking. The Customer is responsible for any bank or payment provider fees.
4.6 Where Services are provided on an hourly basis, the minimum booking period and billing increments will be set out in the booking confirmation. Time is calculated from the arrival of the team at the first address until completion of the Services, including travel time between addresses and any waiting time caused by the Customer.
4.7 If the actual work required differs significantly from that described when the quotation was given, the Company may adjust the price to reflect the additional time, labour or resources required. Any such adjustment will be reasonable and, where practicable, discussed with the Customer before the additional work is undertaken.
5. Cancellations and Amendments
5.1 The Customer may cancel or amend a booking by providing notice to the Company. The date of cancellation or amendment will be the date on which the Company receives the Customer's communication.
5.2 The following cancellation charges may apply, unless otherwise specified in writing:
a. Cancellation more than 7 days before the scheduled service date: no cancellation fee, and any deposit paid will be refunded, subject to any non-refundable third party charges already incurred.
b. Cancellation between 7 days and 48 hours before the scheduled service date: the Company may retain a reasonable proportion of the total charge, including any deposit, to cover lost bookings and administrative costs.
c. Cancellation less than 48 hours before the scheduled service date, or failure of the Customer to be present or allow access on the service date: the Company may charge up to 100 percent of the quoted price.
5.3 Where the Customer wishes to change the date, time or scope of the Services, the Company will use reasonable efforts to accommodate the request but cannot guarantee availability. Changes may result in an amended quotation and additional charges.
5.4 The Company reserves the right to cancel or reschedule the Services in the event of circumstances beyond its reasonable control, including but not limited to severe weather, vehicle or equipment failure, staff illness, accidents, road closures or legal restrictions. In such cases, the Company will offer an alternative date or a refund of any amounts paid for Services not provided, but will not be liable for any consequential loss.
6. Customer Responsibilities
6.1 The Customer is responsible for:
a. Ensuring lawful ownership of the Goods and the right to move or dispose of them.
b. Obtaining all necessary permissions, permits and approvals for access, parking and loading at all relevant locations.
c. Providing accurate information about the nature, quantity and value of the Goods, and notifying the Company of any fragile, high-value, hazardous or unusual items.
d. Properly securing the premises, including reserving lifts or loading areas where applicable.
e. Packing the Goods safely and appropriately where packing is not included in the Services, ensuring that all boxes are securely sealed and clearly labelled.
f. Being present, or arranging for an authorised representative to be present, throughout the performance of the Services, to direct placement of items and to sign any relevant documentation.
6.2 The Customer must not request the Company to carry or handle any item that is prohibited by law or that is dangerous, including but not limited to explosives, flammable substances, illegal goods, live animals, plants subject to restrictions, perishable or contaminated items, or any substance that may cause harm to persons, property or the environment.
6.3 If the Customer fails to fulfil any of these responsibilities and this causes delay, additional work or costs, the Company may charge a reasonable additional fee.
7. Excluded Goods
7.1 The Company does not accept liability for loss of or damage to money, jewellery, watches, precious metals, gemstones, securities, important documents, collectibles, artefacts, antiques, works of art or any items of similar high value, unless the Company has agreed in writing to handle such items and has been given a detailed inventory and declared values.
7.2 The Customer is strongly advised not to include such items within the Goods to be moved, but to transport them personally wherever possible.
8. Liability and Insurance
8.1 The Company will exercise reasonable care and skill in providing the Services. Liability for loss of or damage to Goods is subject to the provisions of this clause.
8.2 The Company will not be liable for loss or damage arising from:
a. Incorrect or incomplete information provided by the Customer.
b. Defective or inadequate packing by the Customer or a third party.
c. Normal wear and tear, or deterioration resulting from the nature of the Goods.
d. Pre-existing defects or vulnerabilities in the Goods.
e. Atmospheric or environmental conditions such as damp, mould, rust, temperature or climate.
f. Mechanical or electrical derangement of appliances or equipment unless caused by physical damage due to the Company's negligence.
g. Acts or omissions of the Customer or any third party present at the premises.
8.3 The Company's liability for loss of or damage to Goods, where liability is accepted, will be limited to a reasonable cost of repair or replacement, taking into account age, condition and market value at the time of loss, and subject to any overall cap agreed in writing.
8.4 The Company will not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of revenue, loss of opportunity, or loss arising from delays or missed appointments.
8.5 All claims for loss or damage must be notified to the Company in writing as soon as reasonably practicable and in any event within 7 days of completion of the Services, unless the Customer can show that it was not possible to notify within that period.
8.6 Nothing in these Terms and Conditions shall exclude or limit the Company's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be excluded under UK law.
9. Delays and Access Issues
9.1 The Company will use reasonable efforts to meet any agreed dates and times, but time for performance is not of the essence. Arrival times are estimates and may be affected by traffic, weather, road conditions or other factors beyond the Company's control.
9.2 If the Company or its vehicles are delayed or prevented from carrying out the Services by reason of access issues, waiting for keys, incomplete packing, or other causes attributable to the Customer, the Company may charge for waiting time and any additional labour or travel incurred.
9.3 If, in the Company's reasonable opinion, performance of the Services would put staff, vehicles or Goods at risk of damage, injury or legal infringement, the Company may refuse to carry out part or all of the Services until the issue is resolved. Any associated costs will be the responsibility of the Customer.
10. Waste Regulations and Disposal
10.1 The Company will comply with applicable UK waste and environmental regulations when arranging for the removal or disposal of unwanted items.
10.2 The Customer is responsible for accurately describing any items to be disposed of, including whether they constitute household, commercial, electronic, hazardous or bulky waste. The Company may refuse to remove any item that it reasonably believes to be hazardous, unlawful or improperly described.
10.3 Where the Services include removal of waste or unwanted items, the Company will arrange for disposal only through licensed waste carriers or authorised facilities, in accordance with UK waste legislation.
10.4 Additional charges may apply for waste disposal, specialist recycling or handling of items such as electrical equipment, mattresses, construction materials, or items requiring special treatment.
10.5 The Customer remains responsible for any penalties, fines, costs or claims arising from inaccurate information provided about waste items, or from items later found to be hazardous or improperly declared.
11. Complaints and Dispute Resolution
11.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be addressed promptly.
11.2 The Company will investigate complaints in good faith and seek to resolve them through discussion, additional work where appropriate, or reasonable financial adjustment.
11.3 If a dispute cannot be resolved directly between the parties, either party may consider referring the matter to mediation or another form of alternative dispute resolution before commencing court proceedings, although this is not a legal requirement.
12. Data Protection and Privacy
12.1 The Company will process personal data in accordance with applicable UK data protection laws. Information provided by the Customer will be used for the purposes of administering bookings, delivering Services, handling payments, and managing any claims or disputes.
12.2 The Company will take reasonable steps to protect personal information against unauthorised access, loss or misuse, and will only retain it for as long as reasonably necessary for the purposes for which it was collected or as required by law.
13. Variation of Terms
13.1 The Company may amend these Terms and Conditions from time to time. The version in force at the time of the booking will apply to the Contract, unless a later version is expressly agreed in writing.
13.2 Any variation to the Contract requested by the Customer will be effective only if agreed in writing by the Company.
14. Severability
14.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted, and the remaining provisions shall remain in full force and effect.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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, whether contractual or non-contractual, subject to any mandatory rights of the Customer to bring proceedings in another jurisdiction under applicable consumer protection laws.
By confirming a booking with Movers St. John's Wood, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
