Hammersmith Removals Terms and Conditions

These terms and conditions set out the basis on which Hammersmith Removals provides removal and related services to residential and commercial customers across the UK. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. For clarity, the expressions “we”, “us”, and “our” refer to Hammersmith Removals, while “you” and “your” refer to the customer or the person responsible for the booking.

These conditions are intended to create a fair, transparent and practical framework for our removal service, whether the job involves a house move, office relocation, storage transfer, furniture dismantling, or associated packing support. Please read them carefully before placing a booking. If any part of the service changes after confirmation, we may update the scope, schedule or price where reasonably necessary to reflect the revised requirements.

Nothing in these terms is intended to limit your statutory rights where they apply. However, because the work we perform is often dependent on access, timing, parking, inventory accuracy and the condition of items, you must provide complete and accurate information at the booking stage and before the move begins.

1. Booking Process

A booking is not confirmed until we have acknowledged your request and you have accepted the quotation or estimate provided. The booking process may involve a preliminary discussion, an inventory assessment, and, where appropriate, a survey of the property or items to be moved. We reserve the right to request photographs, video, dimensions, floor access details or other information needed to prepare an accurate removal quote.

Once a quote has been accepted, we will confirm the date, time window, and nature of the service. Any quotation supplied before a survey is based on the information made available at the time. If the actual work differs from that description, for example because of extra floors, long carries, difficult access, restricted parking, or additional items, we may revise the price or service plan accordingly. We aim to keep such changes reasonable and proportionate.

You are responsible for ensuring that all items intended for removal are disclosed in advance and that any special instructions are provided before the move date. If fragile, high-value, oversized, or hazardous items are included, you must tell us beforehand so that suitable arrangements can be made. We may decline to transport items that are unsuitable, unsafe, unlawful, or not adequately prepared for transit.

It is your duty to ensure that someone authorised is present at the collection and delivery addresses, unless alternative arrangements have been agreed in writing. Delays caused by your failure to provide access, keys, building permissions, lift reservations, or parking arrangements may lead to extra charges. We are not responsible for missed dates or waiting time caused by information that was incomplete, inaccurate, or supplied too late to allow us to plan properly.

2. Payments, Deposits and Charges

Unless stated otherwise in writing, payment terms are due in accordance with the quotation or invoice issued for the work. In some cases, a deposit may be required to secure the booking, especially for larger house removals, peak-season dates, or services involving multiple vehicles or specialist handling. Any deposit requested will be clearly explained before confirmation.

Final payment is normally due on completion of the service, unless credit terms have been agreed in advance. We accept the payment methods stated on the invoice or booking confirmation. If payment is made by bank transfer, it must clear within the period specified by us. If you pay late, we may charge interest and recovery costs to the extent permitted by law. We may also suspend future services until outstanding sums are settled.

The quoted price is based on the information provided by you and the agreed scope of work. Charges may be adjusted where there are extra items, waiting time, changes to the route, additional labour, packing materials, storage handling, congestion-related delays, or compliance requirements that were not included in the original brief. We will normally discuss such changes as soon as reasonably possible and, where feasible, obtain approval before proceeding.

Any parking charges, tolls, congestion fees, permits, waste disposal costs, or site-specific access charges incurred while carrying out the service may be passed on to you if they were not already included. It is your responsibility to ensure that such costs are disclosed in advance where you know they will apply. We are not obliged to absorb third-party charges that arise from your chosen premises, instructions, or arrangements.

3. Cancellations, Rescheduling and Delays

You may cancel or reschedule a booking by giving us notice in writing or by another method we approve. Because a removal service requires staff allocation, vehicle planning and route scheduling, cancellation fees may apply depending on how much notice is given and whether work has already begun. Where a deposit has been paid, it may be non-refundable in full or in part if the cancellation is late or the booking has been reserved specifically for you.

If you cancel close to the agreed date, we may charge for losses reasonably incurred, including costs related to labour planning, vehicle reservation, packing materials ordered for the job, or administrative time. If we have already commenced work, you must pay for the portion of the service completed, together with any reasonable expenses and waiting time already incurred. We will always act reasonably when assessing a cancellation charge.

We may need to reschedule due to operational issues, severe weather, road restrictions, vehicle breakdown, staff illness, or events beyond our reasonable control. If this happens, we will aim to offer an alternative time. We are not liable for indirect losses arising from a delay or rearrangement caused by circumstances outside our reasonable control, but we will use reasonable efforts to minimise disruption.

If you are not ready for the move at the scheduled time, or if the properties are inaccessible, we may need to charge waiting time, storage, re-delivery, or a failed collection fee. Repeated delay caused by the customer may entitle us to treat the booking as cancelled and recover reasonable costs. Our removals terms are designed to balance flexibility with the practical realities of scheduled moving work.

4. Liability and Customer Responsibilities

We will perform the service with reasonable care and skill. However, your cooperation is essential. You must ensure that items are properly packed unless packing has been explicitly included in the service, and that drawers, cupboards, appliances, and containers are secured in a suitable condition for transport. You should remove cash, jewellery, important documents, medicines, passports, and other irreplaceable items unless we have agreed in writing to handle them.

We are not responsible for damage arising from pre-existing defects, fair wear and tear, poor packing by the customer, items that were already loose or unstable, or losses caused by inadequate instructions. We are also not liable for damage to items that are inherently fragile or unsuitable for standard transport unless they were disclosed and accepted in advance. Where assembly or dismantling is requested, we will use reasonable care but cannot guarantee that older furniture can be dismantled and reassembled without some effect on its condition.

Our liability for loss or damage is limited to the extent permitted by law and, where applicable, by any insurance arrangement we have in place. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded. Subject to that, we shall not be responsible for indirect, consequential, or purely economic loss such as loss of profit, business interruption, or missed deadlines resulting from a move.

You must notify us of any loss or damage as soon as reasonably possible and in any event within a reasonable period after completion of the service, so that we may inspect the issue and consider any claim. Failure to report promptly may affect our ability to investigate. If we accept responsibility, our remedy may be repair, replacement, or fair compensation up to the applicable limit under the booking terms and insurance conditions.

5. Waste Regulations and Disposal

If we are asked to remove unwanted goods, packaging, or rubbish as part of the service, this will be treated separately from the standard moving work unless specifically included in writing. All waste handling is carried out subject to applicable UK waste legislation, including the requirement that waste is transferred only to authorised facilities and by lawful means. We may request a clear description of any items to be disposed of before agreeing to collect them.

You must not place hazardous waste, chemicals, asbestos, gas cylinders, clinical waste, electrical waste requiring special treatment, or any controlled material into items for removal unless we have expressly agreed to handle such items and have confirmed the lawful method of disposal. If prohibited or undeclared waste is found among the items, we may refuse to move or dispose of it, or we may charge additional costs for segregation, specialist handling, or return.

Where waste disposal is provided, ownership of the waste passes to us only for the purpose of lawful transfer and disposal in accordance with the relevant regulations. We may issue records or receipts where appropriate. We do not accept responsibility for waste incorrectly described by the customer, nor for fines, enforcement action, or cleanup costs caused by inaccurate disclosure. All waste removal requests are subject to compliance checks and service suitability.

You remain responsible for ensuring that no item handed to us for disposal is subject to a third-party restriction, lease condition, landlord rule, or legal prohibition unless you have obtained the necessary consent. We may decline any disposal request that, in our view, creates a legal or environmental risk. If items are left behind after a completed move and are not collected within a reasonable period, we may treat them as waste only where lawful to do so and after giving appropriate notice.

6. Insurance, Storage and Third-Party Services

If the service includes temporary storage, third-party parking, building access assistance, or subcontracted work, additional terms may apply. We may rely on reputable third parties for part of the service, but where we arrange that service on your behalf, we will use reasonable care in selecting them. Separate insurance policies, storage conditions, or access rules may govern those services, and you agree to comply with them where relevant.

Where goods are stored with us or with a third party on your instructions, you must ensure that all stored items are correctly identified, packed, and suitable for storage. Sensitive goods, perishables, plants, liquids, and items with special temperature requirements are not suitable for ordinary storage unless expressly accepted. We do not accept liability for deterioration caused by the natural condition of goods, moisture, pests, or long-term storage vulnerabilities unless caused by our failure to act reasonably.

If you ask us to arrange specialist services such as piano moving, heavy lifting, dismantling, cleaning, or disposal coordination, those services may be subject to additional charges and separate limits of liability. We will tell you where a task falls outside our standard service. Where a special risk has been identified, we may require written instructions, declarations, or extra protection measures before proceeding.

7. Governing Law and General Provisions

These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. Any variation to the agreement must be made in writing and agreed by both parties unless we state otherwise in these terms. These conditions, together with the booking confirmation and quotation accepted by you, form the entire agreement between the parties in relation to the moving service.

If a conflict arises between these terms and any specific written instruction or service note, the specific written instruction will apply only to the extent that it is consistent with law and does not materially alter the agreed price or scope unless we expressly accept that change. We may update these terms from time to time, but the version that applies to your booking will be the version in force when your booking was confirmed.

By proceeding with a booking, you confirm that you have authority to arrange the work, that the information you have provided is true and complete to the best of your knowledge, and that you accept responsibility for ensuring the premises and items are ready for the scheduled service.