Movers Waterloo Service Terms and Conditions
These Terms and Conditions set out the basis on which Movers Waterloo provides household and commercial removal, packing, storage, and related services within the United Kingdom. By placing a booking or allowing our team to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the person, company, or organisation requesting our services.
We, us, our means Movers Waterloo.
Services means any removal, packing, unpacking, loading, unloading, transport, storage, or related services provided by us.
Agreement means the contract between the Client and Movers Waterloo incorporating these Terms and Conditions and any written quotation we issue.
2. Scope of Services
We provide domestic and commercial removal and associated services, including local moves, regional moves, packing and unpacking, loading and unloading, transport of goods, and short-term or long-term storage where agreed in writing. Specific services, dates, and locations will be confirmed in our quotation or booking confirmation. We reserve the right to decline any booking at our sole discretion.
3. Booking Process
3.1 Enquiries for removal services may be made by the Client via our online forms or other contact methods we make available from time to time.
3.2 We will usually provide an estimate or quotation based on the information supplied by the Client. The Client is responsible for ensuring that all information given regarding the property, access, inventory, special items, and any constraints is complete and accurate.
3.3 A booking is not confirmed until we have issued a written confirmation, which may be in the form of a quotation acceptance, booking confirmation, or invoice, and any required deposit has been received in cleared funds.
3.4 Our quotations are provided on the basis of normal access, reasonable parking, and the details given by the Client at the time of enquiry. If those details are incorrect or change, we reserve the right to amend or withdraw the quotation.
3.5 All bookings are subject to availability of vehicles and staff for the requested date and time. We will advise you if requested dates are not available and, where possible, offer alternative options.
4. Estimates, Quotations, and Additional Charges
4.1 Unless expressly stated otherwise, our quotations are estimates only and not fixed prices. The final price may vary if the volume of goods, access, or other conditions differ from those described in the enquiry.
4.2 We may apply additional charges in the following circumstances:
a. Delays caused by the Client, third parties, or circumstances outside our reasonable control, including waiting time at collection or delivery addresses.
b. Unexpected difficulties with access, such as narrow doorways, blocked routes, stairs instead of lifts, or restrictions on vehicle parking.
c. Additional items to be moved that were not included in the original inventory or quotation.
d. The need for extra staff, specialised equipment, or additional vehicles because of unforeseen requirements.
4.3 Any changes to the agreed date, time, or scope of Services requested by the Client after the booking is confirmed may result in revised pricing or may not be possible, depending on availability.
5. Payments and Deposits
5.1 We may require a deposit to secure your booking. The amount and due date for the deposit will be stated in our quotation or booking confirmation.
5.2 Unless agreed otherwise in writing, all charges for removal services must be paid in full before or on the day of the move, and in any event before unloading at the destination address.
5.3 We accept payment by methods notified to you at the time of booking. The Client is responsible for ensuring that payment is made on time and in cleared funds.
5.4 If payment is not received when due, we may:
a. Suspend or refuse to commence or continue with the Services.
b. Apply late payment charges or interest at the statutory rate, where applicable.
c. Exercise a lien over any goods in our possession until all outstanding sums have been paid in full.
5.5 All prices are quoted in pounds sterling and, unless otherwise stated, are inclusive of any applicable taxes.
6. Client Responsibilities
6.1 The Client must ensure that:
a. All information given to us is accurate, including addresses, access details, and inventory.
b. Adequate parking is arranged for our vehicles at both collection and delivery addresses, including any required permits.
c. All goods to be moved are properly packed, labelled, and ready for transport, unless packing services have been agreed.
d. Items that are fragile, valuable, or require special handling are clearly identified to our team before loading.
e. All necessary permissions and approvals are obtained from landlords, building managers, or other relevant parties.
6.2 The Client must not ask us to transport any items that are prohibited or unsafe, including but not limited to hazardous materials, illegal goods, perishable food, or animals.
7. Cancellations and Changes
7.1 If the Client wishes to cancel or amend a booking, they must notify us as early as possible.
7.2 We may apply cancellation charges based on the notice given:
a. If cancellation occurs more than a specified number of days before the scheduled move date, any deposit may be refundable or transferable at our discretion.
b. If cancellation occurs within a shorter period before the scheduled date, a proportion of the quoted price may become payable, up to 100 percent, depending on the notice period and our reasonable costs incurred.
7.3 If we need to cancel or amend a booking due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, road closures, or safety concerns, we will notify you as soon as reasonably practicable and, where possible, offer an alternative date. We will not be liable for any indirect or consequential losses arising from such changes.
8. Access, Parking, and Delays
8.1 The Client is responsible for ensuring that our vehicles can lawfully and safely park at both the collection and delivery addresses. Any parking charges, fines, or penalties incurred as a direct result of inadequate arrangements or misleading information by the Client may be added to the final invoice.
8.2 If access to the property is restricted, if keys are not available at the agreed time, or if there are delays caused by third parties such as estate agents, solicitors, or building management, we reserve the right to charge waiting time at our prevailing hourly rate.
8.3 We will take reasonable steps to complete the Services within any agreed time frame, but all times and dates are estimates only and not guaranteed. We are not liable for losses arising from delays beyond our reasonable control.
9. Liability and Insurance
9.1 We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to goods is subject to the limitations set out in this section.
9.2 Unless otherwise agreed in writing, our liability for loss or damage to goods, however caused, shall be limited to a reasonable amount per item or per consignment, in line with industry practice.
9.3 We will not be liable for:
a. Loss or damage arising from inherent defects, pre-existing damage, or the fragile nature of items.
b. Loss or damage to items that were not packed by us, where damage is attributable to inadequate or unsuitable packing.
c. Loss of or damage to cash, jewellery, watches, precious metals, securities, or items of particular value unless expressly declared to and accepted by us in writing before the move.
d. Indirect or consequential losses, such as loss of profit, loss of use, or emotional distress.
9.4 The Client is responsible for arranging any additional insurance cover for their goods if the standard level of protection we offer is insufficient for their needs.
9.5 We will not be liable for any loss or damage arising from events outside our reasonable control, including but not limited to acts of nature, extreme weather, terrorism, civil unrest, or industrial action.
10. Claims and Complaints
10.1 Any visible loss or damage to goods should be reported to our team as soon as reasonably practicable on the day of service.
10.2 Formal complaints or claims for loss or damage must be submitted to us in writing within a reasonable period after completion of the Services, providing full details of the issue and any supporting evidence. Failure to notify us within a reasonable time may affect our ability to investigate and respond.
10.3 We will investigate all properly submitted claims and, where appropriate, offer compensation in line with the limitations set out in these Terms and Conditions. Any settlement offered will be in full and final settlement of the claim.
11. Excluded Items and Special Handling
11.1 We do not transport the following items unless expressly agreed in writing in advance:
a. Hazardous materials, flammable or explosive substances, corrosives, or compressed gases.
b. Illegal goods or items whose possession or transport would breach any law or regulation.
c. Live animals or plants.
d. Perishable goods requiring temperature-controlled transport.
11.2 If we discover such items among your goods without our prior consent, we may remove, refuse to transport, or dispose of them without liability, and any associated costs may be charged to the Client.
12. Waste, Disposal, and Environmental Regulations
12.1 We handle waste, unwanted items, and materials arising from our Services in accordance with applicable UK waste and environmental regulations.
12.2 Where we agree to remove items for disposal, the Client confirms that they have the right to dispose of those items and that they do not contain hazardous materials or regulated waste unless this has been expressly disclosed and accepted by us.
12.3 Any charges for disposal or recycling will be stated in our quotation or agreed in advance. Additional fees may apply where items are heavier, bulkier, or more complex to dispose of than originally described.
12.4 We may refuse to remove or dispose of any items that, in our reasonable opinion, would breach waste regulations or present a health, safety, or environmental risk.
13. Storage Services
13.1 Where storage services are provided, separate storage terms may apply in addition to these Terms and Conditions.
13.2 Storage charges will accrue from the date goods are placed into storage until the date they are removed, with payment terms set out in our invoice or confirmation.
13.3 We may exercise a lien over any goods in storage in respect of unpaid charges, and, after giving reasonable notice, may sell or dispose of such goods to recover outstanding sums.
14. Data Protection and Privacy
14.1 We collect and process personal information about the Client in order to provide our services, manage bookings, take payment, and comply with legal obligations.
14.2 We will handle personal data in accordance with applicable data protection laws in the United Kingdom. We will not sell your personal data to third parties and will only share it where necessary for the provision of services or as required by law.
15. Health and Safety
15.1 We will carry out our services in a way that seeks to protect the health and safety of our staff, the Client, and any third parties.
15.2 We may refuse to carry out any task that, in our reasonable opinion, presents an unacceptable risk to health or safety, including lifting items that exceed safe manual handling limits, or working in unsafe environments.
16. Termination
16.1 We may terminate the Agreement immediately if the Client materially breaches these Terms and Conditions, fails to pay sums when due, or acts in a manner that is abusive, threatening, or otherwise unreasonable towards our staff.
16.2 Upon termination, the Client shall remain liable for all charges incurred up to the date of termination and any reasonable costs arising from the termination.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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, the Agreement, or the provision of our services.
18. General Provisions
18.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
18.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
18.3 These Terms and Conditions, together with any written quotation or confirmation issued by us, constitute the entire agreement between us and the Client and supersede any prior understandings or agreements, whether oral or written.
18.4 We may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to your Agreement.
By confirming your booking or allowing our team to commence work, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
