Goldersgreen Removals Terms and Conditions

These Terms and Conditions set out the basis on which Goldersgreen Removals provides removal, relocation 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 any booking.

Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below:

Company means Goldersgreen Removals, the provider of removal and related services.

Customer means the individual, business, or organisation that books or receives services from the Company.

Services means all removal, packing, loading, unloading, storage, and associated services provided by the Company.

Goods means the items and property that are the subject of the Services.

Contract means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions.

Scope of Services

The Company provides domestic and commercial removal services within the United Kingdom, including local moves, longer distance relocations, packing assistance, and related handling of Goods. The precise scope of Services for each move will be set out in a written quotation issued by the Company and accepted by the Customer.

Any additional services requested by the Customer that are not included in the quotation may incur extra charges. The Company is under no obligation to provide services not expressly agreed in writing.

Quotations

All quotations are based on the information supplied by the Customer, including the volume and nature of Goods, access conditions at both collection and delivery addresses, distance, and any special handling requirements.

Quotations are normally provided free of charge and remain valid for a limited period as stated in the quotation document. If no validity period is stated, quotations will be valid for thirty days from the date of issue, subject to availability of resources.

Quotations do not include charges for parking, tolls, congestion charges, entry fees, customs duties, ferry fees or similar third-party charges unless specifically stated. Such costs, if applicable, will be passed on to the Customer and may be added to the final invoice.

The Company reserves the right to vary or withdraw a quotation if:

The Customer’s requirements change.

The information provided by the Customer was incomplete, inaccurate or misleading.

There is a significant delay between the quotation and the proposed service date which affects costs or availability.

Booking Process

A booking is made when the Customer accepts the Company’s written quotation and confirms the date and details of the Services, either in writing or in another form accepted by the Company.

The Company may require a deposit to secure the booking. The level of deposit and due date for payment will be specified in the quotation or booking confirmation. Until a deposit is received, the Company is not obliged to reserve vehicles, staff, or equipment for the proposed date.

The Customer must ensure that all details provided at the time of booking are accurate, including addresses, access instructions, timings, and any special requirements. The Company will act on the information provided, and any changes may affect the price and feasibility of the Services.

The Company reserves the right to refuse any booking at its sole discretion, for example where access is unsafe or where the Goods include prohibited items.

Customer Responsibilities

The Customer agrees to:

Provide accurate and complete information about the Goods, addresses, and access conditions.

Ensure that all Goods to be moved are clearly identified and ready for collection at the agreed time, unless packing services have been arranged.

Arrange suitable parking and access for the Company’s vehicles at both collection and delivery addresses, and to obtain any necessary permits in advance.

Be present or represented at the collection and delivery locations to provide instruction and to check that all Goods are collected and delivered.

Ensure that all Goods are adequately packed, labelled, and prepared for transport where packing services are not included.

Notify the Company in advance of any fragile, high-value, or unusually heavy items, or any items requiring special handling.

Payments and Charges

Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed in writing, payment is due as follows:

Any required deposit is payable upon booking.

For domestic customers, the balance of the agreed price is typically payable on or before the day of the move, and in any event prior to completion of unloading.

The Company may accept various forms of payment, such as bank transfer or card payment, as notified to the Customer. Cash payments may be accepted at the Company’s discretion.

If the Services exceed the scope of the original quotation, for example due to additional items, extended waiting time, or access difficulties, the Company may apply additional charges. The Customer will be informed of any significant extra costs as soon as reasonably practicable.

Overdue invoices may incur interest at the statutory rate or at another rate specified in the quotation or invoice. The Company may suspend Services or withhold delivery of Goods if payment is not made when due.

Cancellations and Postponements

If the Customer wishes to cancel or postpone Services, the Customer must notify the Company as soon as possible. Cancellation and postponement charges may apply, calculated by reference to the notice period given:

If more than seven working days notice is given before the agreed service date, the Company will normally refund any deposit paid, less any reasonable administrative costs or expenses incurred.

If between two and seven working days notice is given, the Company may retain all or part of the deposit, and may charge up to fifty percent of the quoted price.

If less than two working days notice is given, or if the Customer fails to be present or ready at the agreed time, the Company may charge up to the full quoted price.

These charges are intended to cover the costs of allocated staff, vehicles, and lost opportunities for other bookings.

The Company may cancel or postpone Services if it is unable to safely perform the work due to circumstances beyond its reasonable control, such as severe weather, road closures, accidents, or illness. In such cases the Company will attempt to agree a new date with the Customer. The Company will not be liable for any consequential loss arising from such cancellation or postponement, but any prepayments for unperformed Services will be refunded.

Access, Parking and Waiting Time

The Customer must ensure that safe and legal parking is available for the Company’s vehicles at both collection and delivery locations, and that access routes inside and outside the property are reasonably clear.

If the Company’s staff or vehicles are delayed by circumstances within the Customer’s control, such as lack of parking, keys not being available, or premises not being ready, the Company may charge waiting time at its standard hourly rates.

If access is more restricted than described at the quotation stage, requiring additional handling, shuttle vehicles, or alternative arrangements, the Company may apply additional charges to cover the extra time and resources required.

Excluded and Prohibited Items

Unless expressly agreed in writing, the Company does not transport:

Illegal items or substances.

Flammable, explosive, corrosive, or otherwise hazardous materials.

Perishable food or items requiring refrigeration.

Animals, including pets, live plants of a delicate nature, or living organisms.

Cash, jewellery, precious metals, securities, or other high-value items that are easily portable.

Important documents such as passports, share certificates, deeds, or similar items.

The Customer is responsible for ensuring that no such items are included in the Goods. The Company accepts no liability for loss of or damage to items that it has specifically excluded or prohibited, whether or not the Company has been informed of their presence.

Packing and Customer Packed Goods

If the Company provides packing services, it will use reasonable care and appropriate materials. The Customer must notify the Company of any particularly fragile items that require special protection.

Where the Customer packs Goods, the Company will not be liable for damage arising from inadequate or improper packing, including the use of unsuitable containers or overloading of boxes. The Customer is responsible for ensuring that all items are securely packed and protected.

Liability and Limitations

The Company will exercise reasonable care and skill when handling, transporting, and storing Goods. However, the Company’s liability is subject to the following limitations:

The Company will not be liable for loss or damage arising from inherent defects, pre-existing damage, natural deterioration, or instability of the Goods.

The Company will not be liable for damage to premises or fixtures where such damage results from moving Goods through spaces that are too small, narrow, or awkward, if the Customer has requested or authorised the attempt.

The Company will not be liable for any indirect or consequential loss, including loss of profits, loss of use, or emotional distress, arising from delay, damage, or loss of Goods.

The Company’s total liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall be limited to a reasonable sum per item or per consignment, as specified in the quotation or separate insurance documentation. The Customer is advised to consider additional insurance if the value of Goods exceeds the Company’s standard liability limits.

The Customer must inspect Goods and premises as soon as reasonably possible after completion of the Services and notify the Company in writing of any loss or damage within a reasonable period. Failure to do so may affect the ability to investigate and settle any claim.

Delays and Force Majeure

The Company will use reasonable efforts to adhere to agreed dates and times, but timing is not guaranteed and may be affected by traffic, weather, accidents, roadworks, and other factors beyond the Company’s control.

The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events beyond its reasonable control, including but not limited to adverse weather, road closures, mechanical breakdowns, strikes, civil unrest, or public emergencies. In such circumstances, the Company may suspend or adjust Services and will seek to minimise disruption where reasonably possible.

Waste and Disposal Regulations

The Company operates in accordance with applicable waste and environmental regulations. The Company is not a general waste carrier and will only remove items that form part of the agreed removal Services.

The Company will not remove or dispose of hazardous waste, including chemicals, paint, asbestos, gas cylinders, or similar materials. The Customer is responsible for arranging appropriate specialist disposal in accordance with current law.

If the Customer requests the disposal of unwanted items such as furniture or general household items, this must be agreed in advance. Additional charges may apply for disposal, recycling, or transfer to authorised facilities.

The Customer must not present for removal any items that are prohibited by law or that would cause the Company to breach environmental or waste regulations. The Company may refuse to handle any items it reasonably believes to be unsafe, unlawful, or environmentally hazardous.

Insurance

The Company maintains appropriate insurance cover for its operations. Details of cover and any applicable limits or exclusions may be provided upon request.

The Customer is encouraged to arrange additional insurance for high-value or especially fragile Goods, particularly where the value of the consignment exceeds the Company’s standard liability limits. The Customer remains responsible for ensuring that the level of protection is adequate for their needs.

Complaints and Claims

If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, rectified.

Claims for loss or damage to Goods should be submitted in writing with reasonable details of the items and the nature of the issue. The Company may request evidence such as photographs or purchase receipts. The Customer should not dispose of any damaged items until the Company has had a reasonable opportunity to inspect them.

The Company will review any complaint or claim in good faith and respond within a reasonable time. Settlement of claims may be subject to the terms of any applicable insurance policy.

Data Protection and Privacy

The Company will collect and use personal information about the Customer to arrange and provide Services, manage bookings and accounts, and fulfil legal obligations. Personal data will be handled in accordance with applicable data protection laws in the United Kingdom.

The Company will not sell or disclose personal data to third parties except where necessary for the provision of Services, to comply with legal requirements, or with the Customer’s consent.

Subcontracting

The Company may, at its discretion, subcontract all or part of the Services to carefully selected third-party providers. Where subcontractors are used, the Company will remain responsible for the overall performance of the Contract, but certain aspects of liability may be subject to the subcontractor’s own terms and insurance cover.

Governing Law and Jurisdiction

These Terms and Conditions, and any Contract between the Company and the Customer, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that 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 their subject matter.

Amendments and Severability

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant Contract. Any changes will be made available upon request.

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.

Entire Agreement

These Terms and Conditions, together with the quotation and any other documents expressly incorporated in writing, represent the entire agreement between the Company and the Customer in relation to the Services. No verbal statement or representation not confirmed in writing shall alter or override these Terms and Conditions.