Camden Town Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Camden Town Removals provides household, commercial and related moving services. By making a booking, accepting a quotation or allowing work to commence, you agree to be bound by these Terms and Conditions.

If you are entering into this agreement on behalf of a business, you confirm that you have full authority to bind that business to these terms. 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 We, us, our means Camden Town Removals, the provider of the removal and associated services.

1.2 You, your means the customer named on the quotation or booking confirmation, including any person acting with your authority.

1.3 Services means any removal, packing, unpacking, loading, unloading, storage, clearance, or associated services we agree to perform.

1.4 Goods means all items, effects, furniture, boxes and any other property that we are asked to move, handle, transport, store or dispose of.

1.5 Contract means the agreement between you and us for the provision of Services in accordance with these Terms and Conditions and any written quotation or booking confirmation issued by us.

2. Quotations and Service Area

2.1 Any quotation provided by us is based on the information supplied by you, including service addresses, property access, the quantity and nature of the Goods, and any special requirements. Quotations are not binding if this information is inaccurate or incomplete.

2.2 Unless otherwise stated in writing, quotations are valid for 30 days from the date of issue and are subject to availability of vehicles and staff at the time you accept the quotation and make a booking.

2.3 Our standard quotations cover the removal services described in the quotation within our usual operating area. Additional charges may apply for services outside our normal service area, for long-distance work, or for work requiring extra time, staff, or specialist equipment.

2.4 We reserve the right to revise or withdraw a quotation before the Contract is formed, or to adjust the charges if the Services required differ materially from the information originally provided.

3. Booking Process

3.1 A Contract is formed only when we issue a written booking confirmation after receiving your explicit acceptance of our quotation and any required deposit or pre-payment.

3.2 You are responsible for checking that all details on the booking confirmation are correct, including dates, addresses, access details and the description of Services. Any errors must be notified to us as soon as possible and in any event before the Services commence.

3.3 We may require a deposit or full pre-payment to secure your booking. The amount and due date of any deposit will be specified in your quotation or booking confirmation.

3.4 If you ask us to change your booking date, time, addresses, or the scope of Services, this will be subject to availability and may result in additional charges. We are not obliged to accept any requested changes.

3.5 We reserve the right to refuse any booking or to cancel a booking in accordance with these Terms and Conditions.

4. Your Responsibilities

4.1 You must ensure that we have suitable and safe access to the property or properties at which we are required to perform the Services, including vehicle access, parking, lifts, stairways and entrances.

4.2 You are responsible for obtaining any necessary parking permissions, permits or dispensations for our vehicles, unless we have expressly agreed in writing to arrange these on your behalf. Any fines, penalties or additional parking charges incurred as a result of insufficient permits or restrictions may be charged to you.

4.3 You must ensure that the Goods are properly packed, secured and labelled, unless we have agreed to provide packing services. Fragile or high-value items should be clearly identified to our staff.

4.4 You must remove and safely dispose of any hazardous, flammable, explosive, corrosive, perishable, or illegal items before the Services commence. We are entitled to refuse to handle, transport or store any such items.

4.5 You must be present, or represented by an authorised adult, at collection and delivery locations to provide instructions, confirm inventories and sign documentation, unless we have agreed otherwise in writing.

4.6 You are responsible for ensuring that all Goods to be moved are adequately insured by you if you require cover beyond the limits of our liability set out in these Terms and Conditions.

5. Payments and Charges

5.1 The charges for the Services will be as set out in our quotation and booking confirmation, subject to any adjustments in accordance with these Terms and Conditions.

5.2 Unless otherwise agreed in writing, payment terms are as follows:

a. For residential local moves, a deposit may be payable upon booking, with the balance due on or before the day of the move and before unloading at the destination.

b. For larger, long-distance or commercial moves, we may require a higher deposit or full advance payment before Services commence.

5.3 We reserve the right to refuse to start or continue the Services if payment has not been received in accordance with the agreed payment terms.

5.4 If additional work is required that was not included in the original quotation, such as extra packing, long carry distances, waiting time, dismantling or reassembly, additional journeys, or handling of extra items, we may charge for this at our prevailing hourly or fixed rates.

5.5 All invoices must be paid in full by the due date specified. If payment is not received on time, we may charge interest on any overdue amount at the statutory rate and suspend further Services until cleared payment is received.

5.6 You shall not be entitled to withhold, set off or deduct any amount from our charges, except where required by law or where we have agreed to a written credit or adjustment.

6. Cancellations and Postponements

6.1 You may cancel or postpone your booking by giving us written notice. The following cancellation charges may apply, based on the time between our receipt of your notice and the scheduled start date of the Services:

a. More than 10 working days before the move date: no cancellation fee, and any deposit may be refunded or retained as a credit at our discretion.

b. Between 5 and 10 working days before the move date: up to 50 percent of the agreed charges may be payable.

c. Less than 5 working days before the move date or on the move date: up to 100 percent of the agreed charges may be payable.

6.2 If you postpone your booking, we will use reasonable efforts to reschedule, subject to availability. Any additional costs arising from postponement, including lost slots or additional administration, may be charged.

6.3 We may cancel a booking at any time if:

a. You fail to make payment when due.

b. You are in material breach of these Terms and Conditions.

c. We are unable to perform the Services due to circumstances beyond our reasonable control, including but not limited to severe weather, accidents, road closures, industrial action, or staff illness.

6.4 Where we cancel for reasons beyond our reasonable control, our liability will be limited to a refund of any amount you have paid for Services not yet performed, and we shall have no further liability for any loss or inconvenience.

7. Our Responsibilities and Limitations of Liability

7.1 We will exercise reasonable care and skill in providing the Services and handling your Goods.

7.2 We do not accept liability for loss or damage arising from:

a. Your failure to pack Goods properly when packing is carried out by you.

b. Inherent defects, vulnerabilities or pre-existing damage in Goods.

c. Normal wear and tear, minor scuffs or scratches, or deterioration resulting from normal handling.

d. Changes in temperature or humidity, unless we have agreed in writing to provide specialist conditions.

e. Handling of items we have specifically advised cannot be safely moved.

7.3 Our liability for loss of or damage to Goods, however caused, shall be limited to a reasonable repair or replacement cost, subject to any applicable per-item or per-move limits specified in our quotation or any separate written agreement.

7.4 We shall not be liable for:

a. Indirect or consequential loss, including loss of profit, revenue, contracts or opportunity.

b. Loss or damage resulting from your failure to remove valuables, money, important documents or irreplaceable items from the Goods before the move.

c. Loss of data or digital content stored on electronic equipment.

7.5 If you believe that an item has been lost or damaged as a result of our Services, you must notify us in writing as soon as reasonably practicable and in any event within 7 days of completion of the Services at the relevant location. We may inspect any alleged damage before any repair or disposal.

7.6 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other matter in respect of which it would be unlawful to limit or exclude liability.

8. Goods in Storage

8.1 If we agree to store Goods on your behalf, they will be stored at a facility selected by us. We may move Goods from one storage location to another on reasonable notice, except in emergencies.

8.2 Storage charges are payable in advance at the rate notified to you. We may revise storage charges on giving reasonable notice.

8.3 You are responsible for maintaining appropriate insurance cover for Goods in storage, unless we have expressly agreed in writing to provide insurance on specified terms.

8.4 We may exercise a lien over any Goods in storage until all amounts due to us for Services and storage are paid in full. If sums remain unpaid after reasonable notice, we may sell or dispose of some or all of the Goods and apply the proceeds towards the sums owed, accounting to you for any balance.

9. Waste, Disposal and Environmental Regulations

9.1 Where our Services include clearance, disposal or removal of unwanted items, we will handle such items in accordance with applicable waste and environmental regulations.

9.2 We will not remove or dispose of hazardous or controlled waste, including but not limited to chemicals, asbestos, gas cylinders, clinical waste, paint, solvents or similar materials, unless this has been expressly agreed in writing and appropriate arrangements are in place.

9.3 You confirm that any items presented for disposal are your property, free from third party claims, and that you authorise us to remove and dispose of them.

9.4 Additional charges may apply for waste transfer, recycling, disposal fees, and for segregation of materials where required by regulation or by the operators of waste facilities.

9.5 We will use reasonable care to minimise environmental impact and to maximise recycling and reuse where practicable, in accordance with local waste management requirements.

10. Access, Property Protection and Delays

10.1 You must ensure that floors, walls, staircases and other surfaces are suitably protected if required. While we will take reasonable care, we are not responsible for normal minor marks that may occur during move operations.

10.2 If access is limited or difficult, or if we have not been informed of unusual access conditions such as narrow staircases, low ceilings or restricted doorways, we may refuse to move particular items or may charge additional fees for any extra time and labour required.

10.3 We will not be responsible for delays caused by traffic, road accidents, roadworks, access disputes, restrictions imposed by building management, or factors outside our reasonable control.

10.4 If delays occur that are not our fault and our staff or vehicles are kept waiting, we may charge waiting time at our standard hourly rates.

11. Complaints and Dispute Resolution

11.1 If you are dissatisfied with any aspect of our Services, you should raise the issue with the team leader on site as soon as possible to give us the opportunity to resolve the matter promptly.

11.2 If the issue is not resolved on the day, you should submit a written complaint, providing full details of your concerns, within 7 days of the completion of the relevant Services.

11.3 We will review your complaint and respond within a reasonable time. We may request further information or evidence to assess your claim.

11.4 Both parties agree to make reasonable efforts to resolve disputes amicably before considering formal legal action.

12. Data Protection and Privacy

12.1 We will collect and process personal data about you to arrange and perform the Services, handle payments, manage bookings, and respond to queries or complaints.

12.2 We will take reasonable steps to keep your personal data secure and will only share it with third parties where necessary for the performance of the Services, compliance with legal obligations, or with your consent.

12.3 By using our Services, you consent to the processing of your personal data in accordance with applicable data protection laws.

13. Variations and Severability

13.1 Any variation to these Terms and Conditions shall be effective only if agreed in writing by us. Our staff have no authority to agree any verbal variations or additional terms.

13.2 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the Services, shall be governed by and construed in accordance with the laws of England and Wales.

14.2 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 or the Services provided by Camden Town Removals.

By confirming your booking, you acknowledge that you have read, understood and agreed to these Terms and Conditions.