Terms and Conditions
Maida Vale Removals Service Terms and Conditions
These Terms and Conditions set out the basis on which Maida Vale Removals provides removal 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:
1.1 Company means Maida Vale Removals, the provider of removal and associated services.
1.2 Customer means the person, firm or organisation that requests and pays for the services.
1.3 Services means any removal, packing, unpacking, loading, unloading, storage, waste removal, or ancillary services supplied by the Company.
1.4 Premises means any property to or from which the Company provides the Services, including houses, flats, offices, storage units, and other locations.
1.5 Goods means all items of property, furniture, personal belongings, equipment or other effects handled, transported or stored by the Company on behalf of the Customer.
1.6 Contract means the agreement between the Company and the Customer for the supply of Services, incorporating 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, including local moves within London and surrounding areas, regional moves and national relocations.
2.2 The precise Services to be provided will be as set out in the written quotation or booking confirmation supplied by the Company. Any changes requested after confirmation may be treated as a variation and may incur additional charges.
2.3 The Company reserves the right to refuse to carry or handle any Goods which, at its sole discretion, it considers hazardous, illegal, unsafe, excessively heavy, or otherwise unsuitable.
3. Booking Process
3.1 Enquiries may be made by telephone or other agreed methods. Any initial estimates provided verbally are indicative only and do not constitute a binding quotation.
3.2 To obtain a formal quotation, the Customer must provide accurate information about the Premises, access conditions, parking restrictions, the volume and nature of the Goods, and any special handling requirements.
3.3 The Company may, at its discretion, carry out a site visit or request photographs, inventories, or other details in order to produce a quotation.
3.4 A booking is only confirmed when the Customer has accepted the written quotation or confirmation, agreed to these Terms and Conditions, and paid any required deposit. Until this point, dates and times remain subject to availability and may be offered to other customers.
3.5 The Customer is responsible for notifying the Company promptly of any changes to the information provided during the quotation or booking process. Failure to do so may result in additional charges, delays, or, in extreme cases, the Company being unable to complete the job.
4. Pricing and Quotations
4.1 Unless otherwise stated, quotations are based on the information supplied by the Customer and are valid for a limited time period as stated on the quotation. After this period, the Company may revise or withdraw the quotation.
4.2 Quotations are normally based on either a fixed price for a defined scope of work or an hourly rate for the use of a vehicle and crew. The basis will be clearly stated in the quotation or confirmation.
4.3 The quotation does not include customs duties, parking fines, congestion charges, tolls, ferry charges, or fees imposed by third parties, unless expressly stated. These may be charged in addition, at cost, where applicable.
4.4 If on the day of the move it becomes apparent that additional work is required due to inaccurate or incomplete information, restricted access, inadequate parking, or other unforeseen circumstances not disclosed in advance, the Company reserves the right to adjust the charges accordingly.
5. Payments and Deposits
5.1 The Customer must pay any deposit specified in the quotation to secure the booking. Deposits are generally non-refundable, subject to the cancellation terms set out in section 7.
5.2 Unless otherwise agreed in writing, the balance of the charges is payable no later than the start of the removal service. The Company may refuse to commence or continue with the Services if cleared payment has not been received.
5.3 The Company accepts payment by methods specified in the quotation or booking confirmation. The Customer is responsible for any bank charges, transfer fees or similar costs associated with making payment.
5.4 If the Services are provided on an hourly rate basis, charges will be calculated from the time the team arrives at the agreed collection address until completion of unloading at the final destination, subject to any minimum charge period stated in the quotation.
5.5 Where payment is not made when due, the Company reserves the right to charge interest on overdue sums at the statutory rate applicable to commercial debts and to recover any reasonable costs incurred in pursuing payment.
6. Customer Responsibilities
6.1 The Customer must ensure that adequate and legal parking is available for the Companys vehicles at all relevant Premises. Any parking permits or dispensations must be arranged in advance by the Customer, unless otherwise agreed.
6.2 The Customer must ensure that access to the Premises is safe and unobstructed, including stairways, lifts, hallways and entrances. The Company will not be liable for delays or additional costs arising from poor or restricted access.
6.3 Unless packing services have been expressly included, the Customer is responsible for packing and securing all Goods in suitable containers, and for labelling fragile items clearly.
6.4 The Customer must be present, or represented by an authorised adult, at the Premises during the removal to direct the placement of Goods and to check that nothing has been left behind. If no representative is present, the Company will not be responsible for any items alleged to have been omitted.
6.5 The Customer must ensure that all Goods to be moved are ready for transport, that refrigerators and freezers are defrosted and emptied, and that washing machines, dishwashers and other appliances are disconnected and drained.
7. Cancellations and Postponements
7.1 The Customer may cancel or postpone the Services by giving written or verbal notice to the Company. The effective date of cancellation or postponement is when the Company confirms receipt of the notice.
7.2 The following cancellation charges may apply, based on the notice period prior to the scheduled start time:
a. More than seven days notice: deposit may be retained, but no further charges will normally apply.
b. Between two and seven days notice: up to 50 percent of the total quoted price may be charged.
c. Less than two days notice or on the day of the move: up to 100 percent of the total quoted price may be charged.
7.3 The Company will use reasonable efforts to accommodate requests to change the moving date or time, but this is subject to availability. A change of date or significant change of scope may be treated as a cancellation and new booking.
7.4 If the Company needs to cancel the Services due to reasons beyond its reasonable control, such as severe weather, road closures, vehicle breakdown, staff illness or safety concerns, it will notify the Customer as soon as reasonably practicable and will offer an alternative date or a refund of any amounts paid for Services not provided. The Company will not be liable for any indirect or consequential losses arising from such cancellation.
8. Liability and Limitations
8.1 The Company will take reasonable care in handling, loading, transporting and unloading the Goods. However, the Companys liability for loss or damage is subject to the limitations set out in this section.
8.2 The Company will not be liable for loss or damage arising from:
a. Inadequate or improper packing by the Customer, where packing services were not provided by the Company.
b. Normal wear and tear, scratching, scuffing or minor cosmetic damage inherent in moving Goods.
c. Pre-existing defects, weaknesses or vulnerabilities in the Goods, including but not limited to instability, loose joints or aged materials.
d. Dismantling or reassembly of furniture or equipment carried out at the Customers request, unless due to the Companys negligence.
e. Loss of or damage to fragile or valuable items such as jewellery, cash, documents, artwork, antiques, electronic data, or collections, unless specifically declared and agreed in writing before the move.
8.3 The Companys total liability for loss of or damage to Goods, whether arising in contract, tort or otherwise, shall not exceed a reasonable market value of the affected items, subject to any specific limits stated in the quotation or insurance documentation.
8.4 The Company will not be liable for any indirect or consequential losses, including loss of profit, loss of income, loss of opportunity, or inconvenience, arising from the performance or non-performance of the Services.
8.5 Nothing in these Terms and Conditions excludes or limits the Companys 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.
9. Claims and Complaints
9.1 The Customer must inspect the Goods and Premises as soon as reasonably possible after completion of the Services.
9.2 Any visible loss or damage must be reported to the Company on the day of the move or, in any event, within a reasonable time period after discovery. The Customer should provide details of the alleged loss or damage and any supporting evidence such as photographs.
9.3 Failure to notify the Company within a reasonable timescale may prejudice the Companys ability to investigate the claim and may affect the assessment of liability and any compensation payable.
9.4 The Company will investigate all properly notified claims and will respond to the Customer within a reasonable timeframe. The Customer agrees to cooperate with any investigation and to provide access to the Goods and relevant documentation.
10. Waste and Environmental Regulations
10.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Customer must not request the Company to dispose of items in an unlawful manner.
10.2 The Company is not a general waste carrier unless this has been specifically agreed for a particular job. Where the Company agrees to remove waste or unwanted items, such services will be subject to additional charges and to any relevant licensing requirements.
10.3 Hazardous, toxic or prohibited materials, including but not limited to chemicals, solvents, asbestos, gas cylinders, explosives, clinical waste and flammable liquids, will not be removed or disposed of by the Company. The Customer is responsible for arranging lawful and safe disposal of such items.
10.4 Where the Company removes items for disposal or recycling, title to those items passes to the Company at the point of collection. The Company will handle such items in a lawful manner but will not be required to account to the Customer for any value realised from recycling or re-use.
11. Insurance
11.1 The Company maintains insurance cover suitable for its operations. Details of cover can be provided on request.
11.2 It is the Customers responsibility to ensure that they have adequate insurance for high-value or fragile items and for any risks not covered by the Companys policy or by these Terms and Conditions.
12. Delays and Force Majeure
12.1 The Company will use reasonable efforts to adhere to agreed dates and times, but timings are estimates only and may be affected by traffic, weather, road restrictions, accidents, or other circumstances beyond the Companys control.
12.2 The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure is due to events beyond its reasonable control, including but not limited to acts of God, natural disasters, strikes, civil unrest, public transport disruptions or sudden road closures.
13. Data Protection and Privacy
13.1 The Company will collect and process personal data about the Customer only for the purposes of administering bookings, providing the Services, handling payments and dealing with any complaints or claims.
13.2 The Company will take reasonable steps to protect personal data and will not share it with third parties except where necessary for the performance of the Contract, compliance with legal obligations, or with the Customers consent.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions and any Contract between the Company and the Customer are governed by and construed in accordance with the laws of England and Wales.
14.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to resolve any disputes or claims arising out of or in connection with these Terms and Conditions or the Services provided, without prejudice to any mandatory consumer rights that may apply.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision shall be deemed removed to the minimum extent necessary and the remaining provisions shall continue in full force and effect.
15.2 No variation of these Terms and Conditions shall be effective unless made in writing and agreed by an authorised representative of the Company.
15.3 The failure of the Company to enforce any right or provision under these Terms and Conditions shall not constitute a waiver of that right or provision.
15.4 These Terms and Conditions, together with any written quotation or confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede all prior discussions, negotiations or understandings.
