Notting Hill Removals Terms and Conditions

These Terms and Conditions set out the basis on which Notting Hill Removals provides removal, packing, storage coordination and associated services within the United Kingdom. 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 set out below:

Company, we, us, our means Notting Hill Removals, the provider of removal and related services.

Customer, you, your means the person, firm or organisation who requests and purchases the services.

Services means any removal, packing, unpacking, loading, unloading, furniture disassembly or reassembly, storage coordination, waste removal or related services that we agree to provide.

Quotation means the written or verbal estimate of charges for the services, based on the information you provide.

Contract means the agreement between you and us for the provision of services, comprising these Terms and Conditions and the accepted quotation.

2. Service Area

We provide domestic and commercial removal services primarily within London and surrounding regions, as well as national moves within the United Kingdom. Long distance and nationwide moves are subject to availability and may require additional lead time and charges, which will be confirmed at the quotation stage.

3. Booking Process

3.1 Initial enquiry

You may request a quotation by contacting us and providing accurate and complete details of the property, access, inventory of items, special handling requirements and the desired dates for the move.

3.2 Surveys and estimates

We may provide a quotation based on information you supply or following an in-person or virtual survey. All quotations are estimates only and may be revised if the information provided is incomplete or inaccurate, or if the scope of work changes.

3.3 Acceptance of quotation

The contract is formed when you confirm in writing or verbally that you accept the quotation and we confirm availability for the requested date. By confirming the booking, you acknowledge that you have read, understood and agree to these Terms and Conditions.

3.4 Booking confirmation

Once the booking is confirmed, we will allocate a team and vehicle appropriate to the service agreed. We reserve the right to amend timings or resources if circumstances require, in which case we will notify you as soon as reasonably practicable.

3.5 Changes to your booking

If you wish to change the date, time, service level or address details after the booking is confirmed, you must inform us as early as possible. All changes are subject to availability and may result in additional charges. If we cannot accommodate your requested change, the original booking will remain in place unless cancelled in accordance with the cancellation policy.

4. Access and Customer Responsibilities

4.1 Access to properties

You are responsible for ensuring suitable and safe access to both the collection and delivery addresses, including the arrangement of parking, permits or loading bay spaces where required. Any parking charges, fines or penalties incurred as a direct result of the removal are your responsibility and may be added to your final invoice.

4.2 Property preparation

You must ensure that the premises are ready for the removal team, including securing lifts where relevant, clearing walkways and identifying any fragile areas. Items should be packed appropriately unless we have agreed to provide a packing service.

4.3 Ownership and consent

By entering into this contract, you confirm that you are the owner of the goods or have full authority from the owner to arrange the removal. You agree to indemnify us against any claim by a third party arising from our handling of the goods.

5. Services and Exclusions

5.1 Standard services

Our standard services may include loading, transport and unloading of household or office goods, as detailed in the quotation. Additional services, such as packing, unpacking, furniture disassembly and reassembly, and arrangement of storage, will only be provided if specifically agreed.

5.2 Items we do not move

Unless we have agreed in writing, we will not move any of the following:

Perishable or refrigerated goods.

Plants, animals or other live organisms.

Hazardous, explosive, corrosive, flammable or illegal items.

Cash, securities, important documents, jewellery or items of exceptional value beyond our standard liability limits.

If such items are included without our knowledge, they will be moved entirely at your own risk and we accept no liability for loss or damage.

5.3 Disconnection of appliances

We do not undertake the disconnection, reconnection, plumbing, wiring or installation of any appliances or fixtures, unless expressly agreed and carried out by appropriately qualified personnel. You are responsible for ensuring all appliances are safely disconnected and prepared for transport.

6. Payments and Charges

6.1 Pricing basis

Our charges are based on factors including the volume or number of items, distance, required manpower, access conditions and any additional services requested. Any variations to these factors on the day of the move may result in additional charges.

6.2 Deposits

We may require a deposit to secure your booking. The deposit amount and due date will be specified in the quotation. Your booking is not guaranteed until the deposit has been received by us in cleared funds, where applicable.

6.3 Payment terms

Unless otherwise agreed in writing, all balances are payable on or before completion of the services on the moving day. For some commercial or larger projects, different payment schedules may apply, as set out in the quotation.

6.4 Failure to pay

If payment is not made as required, we reserve the right to:

Refuse to commence or continue the services.

Retain goods in our possession or under our control until full payment is received.

Charge interest on overdue amounts at the statutory rate until payment is made.

7. Cancellations and Postponements

7.1 Customer cancellations

If you wish to cancel your booking, you must notify us as soon as possible. The following cancellation charges may apply, unless otherwise stated in your quotation:

More than seven days before the scheduled service date: no cancellation fee, and any deposit may be refunded or put towards a future booking, at our discretion.

Between three and seven days before the service date: a cancellation fee of up to 50 percent of the quoted price may be charged.

Less than three days before the service date, or on the day: a cancellation fee of up to 100 percent of the quoted price may be charged.

7.2 Postponements

If you ask to postpone your move, we will try to accommodate the new date, subject to availability. Depending on the notice given and the new date selected, postponement may be treated as a cancellation and rebooking, and the above charges may apply.

7.3 Cancellations by us

In rare circumstances, we may need to cancel or amend your booking due to events beyond our reasonable control, such as severe weather, vehicle breakdown, road closures or staff illness. In such cases, we will offer an alternative date or a refund of any amounts paid for services not provided. We will not be liable for any indirect losses or consequential costs arising from such cancellation.

8. Liability for Loss or Damage

8.1 Our duty of care

We will take reasonable care in handling, loading, transporting and unloading your goods. However, some risk of damage is inherent in removal operations, and you are encouraged to hold appropriate insurance for your belongings.

8.2 Limits of liability

Unless otherwise agreed in writing, our liability for loss of or damage to any item is limited to a reasonable replacement or repair cost, subject to an overall cap per move. Details of any specific liability caps can be provided on request or may be indicated in your quotation.

We will not be liable for:

Loss or damage arising from your failure to pack properly where we did not provide the packing service.

Damage to items with pre-existing defects or instability.

Damage caused by atmospheric or climatic conditions, normal wear and tear, or inherent defects in the goods.

Indirect or consequential loss, including loss of profits, income, or opportunity.

8.3 Excluded risks

We shall not be liable for loss or damage resulting from acts of war, terrorism, civil commotion, natural disasters, industrial action, or other events beyond our reasonable control.

8.4 Claims procedure

You must inspect your goods upon delivery. Any visible loss or damage should be reported to our team on the day of the move and noted where possible. In all cases, you must notify us in writing of any claim within seven days of the date of the service. Failure to adhere to this timeframe may affect our ability to investigate and may limit or invalidate your claim.

9. Customer Insurance

We strongly recommend that you arrange your own suitable insurance cover for all goods being moved or stored, particularly for high value or fragile items. Our standard liability is not a substitute for full insurance cover. If you have concerns about specific items, please raise them with us before the move date.

10. Waste and Environmental Regulations

10.1 Waste handling

Any removal and disposal of unwanted items, furniture or packaging must comply with applicable waste and environmental regulations in the United Kingdom. We only transport and dispose of waste where agreed as part of the services and in accordance with the relevant regulations.

10.2 Prohibited waste

We will not remove hazardous waste, including but not limited to chemicals, solvents, paint, asbestos, clinical or medical waste, gas cylinders and similar materials. You are responsible for arranging lawful disposal of these items via appropriate licensed operators.

10.3 Duty of care

Where we agree to dispose of non-hazardous waste arising from your removal, we will do so using lawful and appropriate facilities. You confirm that any waste handed to us is not hazardous and agree to indemnify us for any liability or cost arising from misdescription of waste.

11. Delays and Waiting Time

11.1 Reasonable schedule

We will make reasonable efforts to adhere to agreed arrival and completion times, but these are estimates only and may be affected by traffic, roadworks, weather and other factors beyond our control.

11.2 Waiting time charges

If our team is unable to commence or continue work due to delays outside our control, such as delayed access, keys not being available, or incomplete packing where you were responsible, we may charge waiting time at our prevailing hourly rates.

12. Complaints

If you are dissatisfied with any aspect of our service, you should raise the matter with us as soon as possible so that we can seek to resolve it promptly. Lodging a complaint does not suspend your obligation to pay any undisputed amounts due under the contract.

13. Data Protection

We will collect and use your personal information only for the purposes of providing quotations, fulfilling bookings, administering our relationship with you, and complying with legal obligations. We will take reasonable steps to keep your data secure and will not share your information with third parties other than as necessary to deliver the services or as required by law.

14. Variations to These Terms

We reserve the right to amend these Terms and Conditions from time to time. Any changes will apply to new bookings made after the date of the update. The version in force at the time of your booking will govern your contract with us, unless a later variation is expressly agreed in writing by both parties.

15. Severability

If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall continue in full force and effect.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales. You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim, except that we may also bring proceedings in any other jurisdiction where your assets are located if necessary to enforce our rights.

By confirming a booking with Notting Hill Removals, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.