Woking Removals Terms and Conditions of Service

These Terms and Conditions set out the basis on which Woking Removals provides removal, relocation, packing, storage coordination and related services. By 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 indicated:

Company means Woking Removals, the provider of the removal and related services.

Customer means the individual, partnership, company or other organisation booking or receiving the services.

Services means any removal, packing, loading, unloading, transportation, storage coordination, waste handling and any other related services provided by the Company.

Goods means any items, furniture, personal possessions, equipment or other property which are the subject of the Services.

Contract means the agreement between the Customer and the Company for the provision of the Services, incorporating these Terms and Conditions.

2. Scope of Services

The Company provides domestic and commercial removals, including local and regional moves, packing and unpacking, loading and unloading, and, where agreed, arrangement of storage facilities and limited waste removal in connection with removals.

The exact scope of the Services for each move will be as described in the written quotation and booking confirmation. Any services not expressly set out in the quotation or confirmation will be treated as additional services and may incur extra charges.

3. Booking Process

3.1 Initial enquiry

Customers may request a quotation by providing details of the properties involved, access arrangements, inventory of Goods, and any special requirements such as packing, dismantling or reassembly. Quotations are issued based on the information supplied and are subject to change if that information is inaccurate or incomplete.

3.2 Survey and quotation

Where appropriate, the Company may carry out a survey, either in person or by remote means, to assess the volume of Goods, access conditions and any particular challenges at collection and delivery addresses. Following the survey and any necessary clarification, the Company will issue a written quotation setting out the proposed Services and charges.

3.3 Acceptance of quotation

A Contract is formed when the Customer confirms acceptance of the quotation and the Company confirms the booking in writing. Acceptance may be subject to payment of a deposit. The Customer is responsible for checking that all details in the quotation and confirmation are correct, including dates, addresses and service specifications.

3.4 Changes to bookings

Any request to change the date, time, addresses, scope of Services or other key details must be made as early as possible. Changes are subject to availability and may result in an adjusted quotation and additional charges. The Company is not obliged to accommodate changes requested at short notice.

4. Access, Parking and Property Conditions

The Customer must ensure that appropriate access is available at both collection and delivery addresses, including safe and legal parking for the Companys vehicles and adequate space for loading and unloading. Any necessary permits or permissions for parking or building access must be arranged by the Customer unless otherwise agreed in writing.

The Customer must notify the Company in advance of any access restrictions, narrow roads, low bridges, internal stairs, lifts, long carrying distances, or any other factors that could affect the performance of the Services. Additional charges may apply where extra time, equipment or labour is required due to such circumstances.

5. Customer Responsibilities

The Customer is responsible for:

Ensuring that all Goods to be moved are properly identified and made available at the agreed time.

Packing Goods safely and securely where packing services are not included in the Contract.

Removing and securing any fixtures, fittings, or equipment that require specialist disconnection, such as gas appliances, unless the parties have expressly agreed otherwise.

Ensuring that Goods do not include prohibited or hazardous items as set out in these Terms.

Obtaining and maintaining appropriate insurance cover for Goods where the Company advises the Customer to arrange independent cover.

6. Excluded and Prohibited Items

Unless agreed in writing, the Company will not transport or handle:

Explosives, weapons, ammunition or other dangerous goods.

Flammable, corrosive, toxic or otherwise hazardous substances.

Livestock, pets or other animals.

Perishable or temperature-sensitive goods likely to deteriorate.

Valuables including, without limitation, jewellery, watches, precious metals, cash, bonds, securities, important documents, collections and antiques of exceptional value.

If such items are included without the Companys knowledge or consent, the Customer does so entirely at their own risk and the Company accepts no liability for any loss, damage or consequence arising from their presence.

7. Price and Payment Terms

7.1 Pricing

Prices are based on the information provided by the Customer, including the volume of Goods, distance, access conditions, and selected services such as packing. The Company reserves the right to revise the price if the information provided is found to be inaccurate or incomplete, or if circumstances change between quotation and performance of the Services.

7.2 Deposits

The Company may require a deposit to secure the booking. The amount and timing of the deposit will be set out in the quotation or booking confirmation. Deposits are generally non-refundable, subject to the cancellation provisions in these Terms.

7.3 Payment

Unless otherwise agreed in writing, payment of the full balance is due no later than on completion of the Services on the removal day. For some commercial or larger moves, alternative payment schedules may be agreed, and these will be detailed in the confirmation.

If payment is not received when due, the Company reserves the right to withhold delivery of Goods, suspend Services, or store Goods at the Customers cost until payment is made in full.

7.4 Late payment

If payment is overdue, the Company may charge interest at the maximum rate permitted by applicable law, together with any reasonable costs incurred in recovering the outstanding sums.

8. Cancellations and Postponements

8.1 Cancellation by the Customer

If the Customer wishes to cancel or postpone the Services, they must notify the Company as soon as possible. The following cancellation charges may apply, based on the notice period before the scheduled removal date:

More than 10 working days prior to the removal date: loss of any deposit paid only.

Between 5 and 10 working days prior to the removal date: up to 50 percent of the total quoted price.

Less than 5 working days prior to the removal date: up to 100 percent of the total quoted price.

The Company may, at its discretion, reduce or waive cancellation charges in exceptional circumstances, but is under no obligation to do so.

8.2 Cancellation by the Company

The Company may cancel the Contract or any part of the Services if:

The Customer fails to pay any required deposit or balance when due.

The Company is unable to safely or lawfully carry out the Services due to access issues, unsafe conditions, or the presence of prohibited items.

Circumstances beyond the Companys reasonable control make performance impossible or substantially more difficult.

In such cases, the Company will refund any amounts paid for Services not provided, subject to any reasonable deductions for work already carried out or unavoidable costs incurred.

9. Performance of Services

The Company will use reasonable skill and care in performing the Services and will endeavour to adhere to agreed dates and times. However, all arrival and completion times are estimates and may be affected by traffic, weather, road closures, or other events beyond the Companys reasonable control. The Company will not be liable for any indirect or consequential losses arising from delays.

The Company reserves the right to use suitable sub-contractors to perform all or part of the Services. Where sub-contractors are engaged, the Company will remain responsible to the Customer under these Terms.

10. Liability for Loss or Damage

10.1 General liability

The Company will take reasonable care of the Goods while they are in its custody or control. If Goods are lost or damaged due to the Companys negligence, the Companys liability will be limited as set out in this section.

10.2 Limits of liability

Unless otherwise agreed in writing, the Companys maximum liability for any single item is limited to a reasonable replacement value having regard to its age and condition. The Companys total liability for any one Contract will be limited to a fair and proportionate amount relative to the removal charges paid.

The Customer is strongly advised to arrange appropriate insurance cover for the full value of the Goods. If the Customer fails to obtain sufficient insurance, they accept that the Companys liability will remain limited under these Terms.

10.3 Exclusions of liability

The Company will not be liable for:

Loss or damage arising from inherent defects, natural deterioration, or pre-existing damage to Goods.

Damage to furniture or Goods that were not suitable for removal or transport in their assembled form, or which require specialist handling or dismantling that was not arranged.

Loss or damage resulting from the Customers failure to pack Goods properly where packing was the Customers responsibility.

Loss of or damage to items that the Company has specifically advised the Customer should not be moved or should be moved at the Customers own risk.

Any indirect, special or consequential loss, including loss of profit, loss of business, loss of opportunity or emotional distress.

10.4 Notification of claims

The Customer must inspect the Goods as soon as reasonably practicable following completion of the Services. Any apparent loss, damage or short delivery must be reported to the Company in writing within a reasonable period, together with supporting evidence. Failure to notify within a reasonable period may affect the Companys ability to investigate and may limit the Companys liability.

11. Waste Regulations and Disposal

11.1 Waste handling

The Company is not a general waste collection business but may, by agreement, remove certain unwanted items and materials in connection with a removal. Any such waste handling will be carried out in accordance with applicable waste management and environmental regulations.

11.2 Prohibited waste

The Company will not collect or dispose of hazardous or controlled waste, including but not limited to chemicals, paints, oils, asbestos, clinical waste, gas bottles, or electrical items requiring specialist disposal, unless specifically authorised and appropriately licensed to do so.

11.3 Customer responsibilities

The Customer is responsible for ensuring that any items presented for removal as waste are lawful to transport and dispose of, and for providing accurate information about their nature and condition. The Customer will be liable for any fines, penalties or costs arising from incorrect or misleading information about waste items.

11.4 Lawful disposal

The Company will take reasonable steps to ensure that waste collected as part of the Services is transferred only to authorised waste carriers or disposal facilities. The Customer acknowledges that once waste has been lawfully disposed of, it cannot be retrieved and the Company has no further responsibility in relation to such items.

12. Insurance

The Company maintains appropriate business insurance in connection with its operations. However, this may not cover the full value of all Goods moved. The Customer is responsible for ensuring that their Goods are adequately insured against loss or damage during removal and transit, whether through their own household or business insurance or a separate policy. Where the Company offers optional additional cover, the terms and limits of such cover will be provided separately.

13. Complaints and Dispute Resolution

If the Customer has a concern or complaint about the Services, they should notify the Company as soon as possible so that the matter can be investigated and, where appropriate, resolved. The Customer should provide all relevant information, including dates, addresses, a description of the issue and, where applicable, photographs or other evidence.

The Company will use reasonable efforts to respond promptly and to work with the Customer to reach a fair outcome. Nothing in this section affects the parties rights to seek legal remedies where a dispute cannot be resolved amicably.

14. Force Majeure

The Company will not be liable for any failure or delay in performing its obligations under the Contract where such failure or delay results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, natural disasters, road closures, accidents, transport disruptions, strikes, epidemics, acts of terrorism or war. In such cases, the Company will endeavour to reschedule the Services where feasible.

15. Data Protection and Privacy

The Company will collect and use personal data about the Customer only to the extent necessary to provide the Services, manage the Contract, and comply with legal obligations. Personal data will be handled in accordance with applicable data protection laws. The Customer is responsible for ensuring that any personal data relating to third parties included within the Goods is protected or removed where appropriate.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any Contract formed under them, are governed by and shall be construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with the Contract or these Terms.

17. General Provisions

17.1 Entire agreement

These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, correspondence or understandings.

17.2 Severability

If any provision of these Terms is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

17.3 Assignment

The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or transfer its rights and obligations where reasonably necessary in connection with its business, provided that this does not adversely affect the Customers rights.

17.4 Variation

No variation of these Terms shall be effective unless it is in writing and signed or otherwise clearly agreed by both parties. The Company reserves the right to update these Terms from time to time, but any such updates will not affect Contracts that have already been concluded unless expressly agreed.

17.5 No waiver

Failure or delay by the Company in exercising any right or remedy under these Terms shall not constitute a waiver of that or any other right or remedy.

By confirming a booking with Woking Removals, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.