These conditions set out the terms of the contract between the Removal and/or Storage Contractor (“the Contractor”) and you (“the Customer”) and explain your rights and obligations and responsibilities and those of the Contractor.
1.1 Any reference in these conditions to “we” or “us” is a reference to the Contractor. Any reference in these conditions to “you” is a reference to the Customer.
1.2 Any reference to “Insurance Option” is to the Insurance Option set out in Clause 9A.
1.3 “Goods” means the goods being removed and/or stored.
2.1 Quotations exclude Value Added Tax and do not include any other customs duties levies or fees payable to government or other statutory bodies and all such duties or fees (if any) will be payable by you in addition to the quoted price.
2.2 Although we quote a fixed price we reserve the right to amend it or make additional charges if any of the following have not been taken into account when preparing the quotation:-
2.2.1 If due to any circumstances outside our control the work is not carried out or completed within three months of the quotation date
2.2.2 Our costs increase as a result of currency fluctuations or changes in taxation or freight charges beyond our control
2.2.3 We have to collect or deliver Goods above the first upper floor
2.2.4 We supply any additional services (currently £25+VAT per man per hour minimum 1 hour). Alternatively we can change a rate equivalent to original removal cost divided by original cubic feet supplied by customer (Please note, although our on-line inventory form is reliable, it is for calculation purposes only and enables us to assess the size of vehicle/s required and is used in the above calculation) Any unspecified extra packing/removal (not recorded on inventory/quotation) will be charged £5 per box (excluding materials). Subject to availability.
2.2.5 There are delays outside our reasonable control in which event we will make an additional charge for waiting time calculated in accordance with our standard rates applicable at the time
(£15 per man per hour minimum 1 hour- unless you have requested waiver with office).
2.2.6 Access to the collection or delivery point is inadequate or the approach is unsuitable for our vehicles(i.e. we are unable to park within 20 metres from access – in this case we can charge you 25% extra for each 20 metres in addition to the initial 20 metres).
2.2.7 Any parking or other fees or charges that we have to incur and pay in order to carry out the services you require. In all these circumstances you will be responsible for the extra charges
2.3 The Insurance Option will only apply if it is stated on the Quotation. A summary of the insurance cover maintained by us and any main exclusions from the cover is either enclosed with these conditions or is available on request.
2.4 Our quotation is not a guarantee that we have vehicles available on the day you require. Accordingly your signed acceptance of our quotation does not constitute a contract between us until you have our written confirmation that we can move your Goods on your required date. We will send our written confirmation within one working day of our receipt of your acceptance of our quotation.
- Work excluded from our quotations
Unless previously agreed in writing we will not: -
3.1 Dismantle or assemble unit-furniture (flat-pack), fittings or fitments
3.2 Disconnect or reconnect appliances, fittings or equipment.
3.3 Remove or lay fitted floor coverings.
3.4 Take down or re-hang curtains, blinds or other window coverings.
3.5 Move night storage heaters unless they are dismantled.
3.6 Move or store any items excluded under Clause 4.
3.7 Move any item or items which our removal crew reasonably believe they cannot move safely or the removal of which may damage the item or items in question or its or their surroundings. If these items can be wrapped by our crew to ensure they are properly protected, our crew will use our packing materials, with the time calculated and added to the removal bill, along with the cost of said materials.
- Excluded Property
The following items are specifically excluded from this contract and will not be removed: -
4.1 Jewellery, watches, trinkets, precious stones, money, deeds, securities, stamps, coins, or goods or collections of a similar kind.
4.2 Potentially dangerous, damaging or explosive items.
4.3 Goods likely to encourage vermin or other pests or to cause infection.
4.4 Refrigerated or frozen food or drink.
4.5 Any animals and their cages or tanks including pets, birds or fish.
4.6 Cars, boats and caravans.
4.7 Furs, perfumery, wines, spirits, tobacco, cigars, cigarettes, foodstuffs, perishable goods or any kind of explosives.
Such goods will not be removed by us except without prior written agreement. If you submit such goods without our knowledge and prior written agreement we will not be liable for any loss or damage except when death or injury is caused by our negligence or that of our employees or agents and you will indemnify us against any charges, expenses, damages or penalties claimed against us by third parties. In addition we shall be entitled to dispose of (without notice) any such goods which are listed under paragraphs 4.2, 4.3, 4.4, 4.5, & 4.7.
4.8 Breakage of owner packed property unless the box or container shows signs of external damage
- Customer's responsibility
It is your sole responsibility to:-
5.1 Declare to us the proper value of the Goods.
5.2 Obtain at your expense all documents necessary for the removal to be completed.
5.3 Be present yourself or appoint a representative at the departure and destination points to ensure that nothing is removed or left in error or is left in the wrong room.
5.4 Prepare adequately and stabilise all appliances prior to their removal.
Other than by reason of our negligence we will not be liable for any loss or damage, costs or additional charges that may arise from any of these matters.
- Ownership of the goods
By entering into this contract you confirm to us that:-
6.1 The Goods are your own property; or
6.2 You have the authority of the owner of the property to make this contract in respect of the Goods.
You will be responsible to pay for any claim for damages and/or costs against either of the above if this proves to be untrue.
7.1 If you postpone or cancel this contract we may charge according to how much notice you provide prior to the agreed removal date:-
Between 4-7 days: 50% of the total removal charges
3 days: 75% of the total removal charges
1-2 days: 90% of the total removal charges
Less than 24 hours: 100% of the total removal charges
7.2 Condition 7.1 will not apply if you elect to take any removal postponement/cancellation protection waiver for which we have quoted.
- Payment of Removal Charges
Unless you have our written agreement to the contrary you must pay our charges so we have cleared funds in advance of the removal. We will deduct your debit/credit card with any static removal costs on the previous working day to your removal, with additional costs e.g. packing on an hourly rate and/or packing materials, deducted after completion. Unless we agree otherwise, you may not withhold any part of the agreed price. Interest at 2% per month calculated on a daily basis, is charged on all overdue accounts.
We reserve the right to terminate this contract if payment is not received before the removal date, and not to carry out any services quoted for. Failure to comply with our payment terms will also mean that the Goods are not insured.
- Our liability for loss or damage
9.1 In the event that we lose or damage your goods, if we are liable, we will pay you up to a maximum of £50.00 sterling for each item which is lost or damaged, to cover the cost of repairing or replacing that item. In this respect an item is defined as any one article, suite, pair, set, complete case, package, carton or other container.
9.2 We may choose to repair or replace the damaged or lost item. However if we choose to repair the item we will not be liable for any depreciation in value.
9.3 Other than because of our negligence, we will not be liable for any loss, damage or failure
to deliver the goods if it is caused by any of the following circumstances:
9.3.1 Fire howsoever caused.
9.3.2 War, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, terrorism, rebellion and/or military coup, Act of God, industrial action or other such events outside our reasonable control.
9.3.3 Normal wear and tear, natural or gradual deterioration, leakage or evaporation or from perishable or unstable goods. This includes goods left within furniture or appliances.
9.3.4 Cleaning, repairing or restoring unless we did the work.
9.3.5 Moth or vermin or similar infestation.
9.3.6 Electrical or mechanical derangement to any appliance, instrument or equipment unless there is evidence of external impact.
9.4 Additionally we will not be liable for any loss of or damage to:
9.4.1 any goods in wardrobes, drawers or appliances, or in a package, bundle, case or other container not both packed and unpacked by us.
9.4.2 Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or goods or collections of a similar kind, unless you have previously given us full information including value, and we have confirmed in writing that we will accept responsibility in accordance with 9.1 above
9.4.3 Goods which have a relevant proven defect or are inherently defective.
9.4.4 Animals and their cages or tanks including pets, birds or fish.
9.4.6 Refrigerated or frozen food or drink.
9.5 Other than because of our negligence, we will not be liable for damages or costs resulting indirectly from, or as a consequence of loss, damage, or failure to deliver the goods.
9A This Condition applies only if You have accepted the Insurance Option. In that event, the
following provisions of this Condition 9A shall apply.
9A.1 We shall take out and maintain a contract of insurance in accordance with the summary of terms provided to you providing cover to us for the Goods and for the purposes of such insurance cover, the replacement value of the Goods shall be the value of the Goods stated in the Quotation.
9A.2 If loss or damage occurs to the Goods as a result of any matter which may result in a claim under such insurance cover, we shall notify the insurer promptly of the claim and in any event within 2 business days of receipt from you of a written direction to notify a claim in the form attached to the summary of terms. For the purposes of processing any such claim You shall provide us, the insurer or any agent of the insurer appointed to investigate such claim with such information and existence as may reasonably be required in relation to the claim. We will also provide to you, or the insurer, or any agent of the insurer appointed to investigate the claim, with such information and assistance in relation to the claim as may reasonably be required. In addition, we will send to you a copy of all correspondence with the insurer or any agent of the insurer relating to the claim (including the notification). While we will, in accordance with the previous provisions of this paragraph, notify claims to the insurer, we are not under any circumstances obliged to start or threaten to start any legal proceedings in relation to any such claim (unless specifically agreed with you in writing).
9A.3 In the event that we make a claim under such insurance cover in respect of damage or loss caused to the Goods, we shall pay or arrange for payment to You that part of any proceeds of such claim made by us which relates to such damage or loss to the Goods after deduction of any outstanding sums due to us from you. For the avoidance of doubt, You acknowledge that our liability in respect of any claim under such insurance cover is restricted to the payment to You of those sums which we recover which relate to the Goods.
9A.4 We do not give any advice concerning the insurance cover referred to in Condition 9A.1 and it is for you to make your own judgment whether such insurance is appropriate to cover the Goods and risks to them.
9A.5 EXCESS: In line with the policy conditions, we do not accept responsibility for the first £100 of every claim for loss or damage covered by this insurance.
9A.6 Nothing in this Condition 9A shall make us Your agent.
- Delays in transit
10.1 Unless we give a specifically agreed written timescale then arrival and departure times are
an estimate only.
10.2 If we do not keep to an agreed written time scale schedule and any delay is within our reasonable
control we will pay your reasonable expenses which arise as a result of our not keeping to
the agreed written time schedule. If through no fault of ours we are unable to deliver your goods,
we will take them into store. This contract will then be fulfilled and any additional service(s),
including storage and delivery, will be at your expense.
- Damage to premises
We shall only be liable for damage to premises caused by our negligence. Any damages to premises must be noted on the delivery receipt and confirmed in writing to us within seven days unless you request a reasonable extension which we agree in writing.
- Time limits for claims
We will not be liable for any loss or damage to any goods unless any claim for loss or damage is notified to us in writing WITHIN SEVEN DAYS (this is a requirement of insurers) of either their collection by you or delivery by us to their destination, unless you request a reasonable extension which we agree in writing.
- Our rights to withhold or dispose of goods
We have a legal right to withhold or (subject to complying with the notice procedure in condition 16.6) ultimately dispose of some or all of the goods until you have paid all our charges and other payments due under this contract. These include any charges that we have paid out on your behalf. While we hold the goods and wait for payment you will be liable to pay all storage charges and other costs incurred as a result of our withholding your goods and these terms and conditions will continue to apply.
14.1 If there is a dispute arising from this agreement which cannot be resolved either you or we may refer it to the Conciliation Service provided by HNH. A referral of any matter to the HNH by us does not affect your right to pursue the matter through the Court.
14.2 As a member of HNH we participate in the Removals Industry Ombudsman Scheme ("the Scheme"). In the event that you are not satisfied with the result of the Conciliation Service referred to above you are entitled to refer the matter to the Ombudsman subject always to the rules of the Scheme from time to time.
- Sub-contracting the work
15.1 We reserve the right to sub-contract some or all of the work for which we have provided a quotation without reference to you.
15.2 If we sub-contract these conditions will still apply in full.
- Storage services
The following terms in addition to all other terms set out in this document will apply to all contracts for the storage of goods:-
16.1 If you require storage facilities you are obliged to provide a forwarding address and notify us in writing if it changes. All correspondence and notices will be deemed to have been received by you seven days after posting it to the last forwarding address recorded by us.
16.2 The manner in which goods are transported and whether we use conventional or containerized storage shall be within our sole discretion unless otherwise confirmed in writing.
16.3 Where we provide an inventory of goods stored on your behalf it will be accepted as accurate unless you provide us with written notice of any errors or omissions within 14 days of our posting the inventory to you.
16.4 All charges for storage services are payable in advance. All our charges including removal charges must be paid in full in cleared funds before any goods are released from storage and we shall be entitled to exercise a lien over those goods until we receive payment of all charges due from you to us.
16.5 We review our storage charges periodically. You will be given 28 days' notice in writing of any increases following which our revised rates as notified will apply. We will always act reasonably in reviewing our storage charges.
16.6 On giving you 28 days' notice we are entitled to require you to remove your goods from our custody and pay all money due to us. Any such notice will tell you that we will dispose of your goods three months thereafter if you fail to pay all outstanding sums due to us and, in that event, we will do so without further notice. The cost of the sale or disposal will be charged to you. The net proceeds will be credited to your account and any eventual surplus will be paid to you without interest.
16.7 If your payments are up to date we will not end this contract except by giving you three calendar months' notice in writing. If you wish to terminate your storage contract you should give at least 14 days' notice. Whilst we will use reasonable endeavors to arrange the release of your goods on the dates you require, specific dates cannot be guaranteed.
16.8 If you choose someone else to collect your goods from our storage facilities we are entitled to make a charge for handing them over. Our responsibility for such goods will cease upon their being handed over to your chosen representative.
- Whole agreement
These Terms and Conditions together with our quotation are intended to form the whole agreement between us and to prevail over any verbal discussions. Should we mutually agree to any variation of these terms such variation should be confirmed in writing. Any variation however agreed shall never invalidate the remainder of these Terms and Conditions.
This contract is subject to the laws of England and Wales if our principal place of business is situated in England or Wales, or to the laws of Scotland if our principal place of business is situated in Scotland.
Listed below are a number of points for you to consider on the day of your move if everything is to run smoothly. Most of this you may already be aware of, but please, indulge us, the more we both can do to avoid problems, the better.
If you have yellow lines or parking bays outside your property, parking may be a problem. Parking dispensation will be required. This unfortunately is something only you as a resident can arrange, but we can help by supplying you with all the necessary information and relevant telephone numbers for your local council.
Books and records
These are deceptively heavy, so please make use of the smaller boxes or, alternatively, half fill the larger cartons with lighter items on top and avoid putting too many items into a box. Clearly label all boxes with their contents and the room from which they came.
Chests of Drawers
These can be left filled with linen and clothes as long as they are not too heavy. Fragile or valuable items should be packed separately and drawers in divan beds should also be emptied.
Boxes can be provided on the day for the contents of your wardrobes but please make sure that all hangers are packed the same way round as this makes re-hanging easier. All other small effects from wardrobes should be packed separately. Please ensure that items are clear of dirt or food residues as this promotes mould.
These should be packed separately into boxes.
Pack only 5 or 6 smaller plants into a box ensuring that some packing material is placed between the pots to prevent them from toppling over. Seal the box with the flaps up to give extra protection and to allow the plants to breath. You should advise us of any larger plants that require special treatment and leave their packing to us. It should be noted that, whilst we will take every care of your plants they are not covered by insurance.
Refrigerators and Freezers
These should be emptied and defrosted prior to removal.
Gas and Electric cookers can be disconnected by the householder but, if in doubt, seek professional advice. Clean off all grease, particularly from the exterior of all appliances, as this can lead to a nasty accident. Remove any loose fittings from the cooker and pack separately. The glass base plate from your microwave oven should also be removed and packed separately.
These should be disconnected and any contents removed. A drum-locking bar should also be fitted. We have moved thousands of machines without their locking bars being fitted without problem however, your manufacturer’s warranty does require this.
Notify those that need to know
Well in advance of your move, you should contact your utility companies of your vacation of the premises. Gas, electricity and water authority should be advised. We have a post office link on this site for you to notify the Post Office of you new address so that you can redirect your mail. It is also worth considering telephoning, posting a card or e-mailing friends and associates of your change of address.
Access to premises
To ensure a speedy removal and delivery of your goods, both the premises which you are vacating and the one to which we are delivering, have good access for our vehicles. It should be noted that if we have quoted for delivery to an address with good access and this is not the case, your quoted price may be subject to adjustment.
It is also important that someone is available at the destination to advise the crew as to where to unload the consignment. Within reason, your furniture will be placed where you require it to be situated. Labeling of boxes makes the distributing task easier. It is a good idea to have a room set aside for boxes that will not be unpacked immediately. This will minimize clutter.
Children are always excited about moving and will want to help. Loading a removals van can however be hazardous. We would therefore ask that they be supervised and kept at a safe distance from the van and the crew whilst they are removing heavy items.
Before leaving, make sure everything has been loaded - check all rooms, particularly fitted wardrobes, lofts, airing cupboards, garages and sheds. Only then should you decide to vacate the premises.
All our crew are helpful, courteous and professional porters with considerable experience and they are ultimately responsible for the safe delivery of your goods. It is heavy work, requiring lots of physical effort... so the odd cup of tea would be welcomed.