Terms and Conditions for Removal Services in Shepherds Bush
These Terms and Conditions set out the basis on which our removal company provides domestic and commercial moving services, including packing, loading, transport, unloading, and related handling services. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before your move. These terms are designed to be fair, clear, and consistent with UK consumer law, transport obligations, and waste handling requirements.
Throughout this document, references to we, us, and our mean the removal business providing the services, and references to you and your mean the customer, client, or authorised representative who books the service. These terms apply whether the job is a single-item collection, a full house move, an office relocation, or a specialist move requiring extra care. They also apply to any additional services requested on the day, provided they are accepted by us.
A written estimate or quotation is based on the information you provide at the time of enquiry. If there is any change in the volume, access, timing, parking arrangements, or nature of the goods, the price and service schedule may need to be revised. We reserve the right to amend the quotation where the actual service differs materially from the original description. In all cases, we will act reasonably and explain any adjustments before proceeding whenever practicable.
Booking Process
To secure a booking with our Shepherds Bush removals team, you must provide accurate details about the move, including collection and delivery addresses, date and preferred time, inventory size, access conditions, and any special handling requirements. Booking is only confirmed when we accept your request and, where applicable, receive any deposit or advance payment requested. Until confirmation is issued, availability is not guaranteed.
When you book a removal service, you are responsible for ensuring that all information supplied is complete and truthful. This includes notifying us of stairs, lifts, narrow access, parking restrictions, fragile items, heavy items, disassembly needs, and any item requiring specialist equipment. If you omit important information and this affects labour, vehicle size, timing, or safety, we may adjust the service charge or decline to complete part of the work.
We may ask you to confirm your booking in writing by email, text message, or through a booking form. If you book on behalf of another person, you warrant that you have authority to do so and to accept these terms on their behalf. Any instructions given by an authorised representative are treated as instructions from you. The booking is specific to the date, time, and scope agreed, and any changes must be accepted by us before they become binding.
On the day of the move, you or your authorised representative must be present, or otherwise available by telephone, to give decisions on packing, loading, access, and placement of items. If nobody is available and we cannot obtain instructions, we may delay, suspend, or cancel part of the service, and you may be charged for waiting time or wasted attendance. We recommend that you keep essential documents, jewellery, cash, passports, and medicines with you rather than placing them among the goods to be moved.
Payments must be made in accordance with the quotation or invoice issued. Unless otherwise agreed in writing, payment is due immediately upon completion of the service, or in advance where a deposit, part-payment, or pre-authorised card payment has been requested. We may accept bank transfer, debit card, credit card, or other methods that we notify to you from time to time. If payment is not received when due, we may charge reasonable recovery costs and interest where permitted by law.
All quoted prices are based on the information provided and are usually exclusive of third-party fees unless stated otherwise, such as parking charges, congestion-related costs, tolls, storage, disposal charges, or permit fees. Where these expenses are incurred in connection with your booking, you agree to reimburse them unless the quotation expressly says they are included. If the job takes longer than expected due to access problems, additional items, or waiting for instructions, additional charges may apply at our standard rates.
Cancellations, Rescheduling, and Delays
You may cancel or reschedule your booking by giving reasonable notice. Any cancellation policy set out in your quotation or booking confirmation will take priority. In the absence of a specific arrangement, we may charge a cancellation fee where a vehicle, team, or specialist equipment has already been reserved for your move, especially if cancellation is made at short notice. Where a deposit has been taken, some or all of it may be retained to cover our losses, subject to applicable consumer law.
If you request a change to the date, start time, delivery point, or scope of service, we will try to accommodate it, but we are not obliged to do so. A rescheduled move may be treated as a new booking if the original resources are no longer available. We are not liable for delay caused by traffic, weather, access restrictions, parking enforcement, breakdowns, or events outside our reasonable control, provided we act with due care and keep you informed where possible.
We may also cancel or suspend the service if we believe it is unsafe, unlawful, or impossible to continue, including where items are hazardous, access is materially different from what was described, or the premises present an unacceptable risk to staff, property, or third parties. In such circumstances, we will usually discuss alternatives, but we may terminate the booking immediately if the issue cannot be resolved safely and reasonably.
If you are not ready for the move at the agreed time, or if we are unable to gain access to the property, we may charge waiting time, failed attendance, or a return visit fee. Our removal services depend on timely access and cooperation. Please ensure keys, entry codes, parking arrangements, and security permissions are ready before the crew arrives. Delays caused by missing keys, blocked access, or incomplete preparation are your responsibility.
Liability and Handling of Goods
The goods you ask us to move remain your responsibility unless and until ownership and risk transfer in accordance with the agreed service and applicable law. We will take reasonable care of your possessions while they are in our custody, but removal work inherently carries risks, especially when moving bulky, fragile, or awkward items through confined spaces. You should consider whether your goods are adequately insured, and you may wish to arrange additional cover for items of high value or sentimental importance.We are not liable for loss or damage caused by matters outside our control, including defects in the item itself, poor packing by the customer, inherent weakness, pre-existing damage, or inadequate warning about fragility. We are also not responsible for items that are left unsecured, overfilled, or improperly prepared for transport. Where we pack items, we will do so using reasonable skill and care; however, delicate contents may still be vulnerable if they are unusually fragile or if full disclosure was not given.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law. Subject to that, our liability for loss or damage is limited to the direct loss suffered and, unless otherwise agreed in writing, will not extend to indirect or consequential losses such as loss of profit, loss of opportunity, emotional distress, or business interruption. Any claim must be notified to us as soon as reasonably possible and, in any event, within a reasonable time after the event.
Where our team disassembles or reassembles furniture, connects or disconnects appliances, or carries out similar ancillary tasks, we will use reasonable care only and do not guarantee compatibility, fit, or long-term performance. You must inform us of any special instructions, manufacturer limitations, hidden fixings, or electrical or plumbing concerns. We may refuse to handle items that appear unsafe, unfit, or likely to cause damage to persons or property.
Customer Responsibilities
You must ensure that all goods are properly prepared for transit, unless you have specifically paid for packing or preparation as part of the service. This includes emptying drawers where appropriate, removing loose parts, securing doors and lids, protecting delicate surfaces where necessary, and ensuring that prohibited or dangerous contents are not included. You are also responsible for confirming that everything you want moved has been listed and that nothing has been accidentally left behind.
Our team may refuse to move items that are illegal, unsafe, contaminated, or not suitable for transport. This includes, without limitation, explosives, gas cylinders, firearms, live animals, perishable items, and substances regulated by law. If any such item is found among your goods, we may isolate it, refuse to load it, or notify the relevant authority where required. You must tell us in advance about batteries, liquids, paints, oils, and other potentially hazardous materials.
Waste Regulations and Disposal
If your booking includes disposal, clearance, or removal of unwanted items, you agree that we will handle waste only in accordance with UK waste regulations and all applicable environmental laws. We will transport and dispose of waste only at authorised facilities or through lawful collection routes. You must accurately describe any waste, rubbish, or unwanted goods so that we can determine whether we can accept them and what additional charges may apply.We do not knowingly collect or dispose of controlled waste, clinical waste, asbestos, chemicals, or other regulated substances unless this has been expressly agreed in advance and all legal requirements are met. If waste is mixed with reusable household goods, you should separate it where possible. Where we remove waste from your premises, you confirm that you are authorised to transfer that waste to us and that it is not subject to any special handling restrictions unless disclosed beforehand.
In some cases, items collected for disposal may be suitable for reuse, recycling, or donation, but no assurance is given unless specifically stated. The classification of an item as waste or reusable property may affect how it is handled, stored, or transported. If we suspect that an item may breach waste transfer rules or other environmental obligations, we may refuse to take it or request further information. You accept responsibility for any inaccurate description of waste provided to us.
Storage, Access, and Third Parties
If temporary storage is provided, separate storage terms may apply. Goods placed into storage may be subject to additional handling fees, minimum storage periods, and inventory requirements. We are not responsible for deterioration caused by inherent condition, inadequate packaging, or the nature of the item itself. Access to stored items may require prior notice and may be restricted for safety and operational reasons.Where third parties such as landlords, building managers, parking attendants, or concierge staff are involved, you must make all necessary arrangements in advance. We are entitled to rely on the instructions and permissions you provide. If a third party prevents us from completing the move or imposes restrictions not previously disclosed, any resulting delay, re-routing, or abortive attendance may be charged to you.
Claims, Complaints, and Notices
Any claim relating to damage, loss, or missing items should be raised with us promptly and supported with clear details, photographs where relevant, and proof of ownership or value if requested. Failure to notify us promptly may affect our ability to investigate. We will review claims fairly and in good faith, and where liability is accepted, we may choose to repair, replace, or compensate up to the limit permitted by these terms and applicable law.Notices under these terms should be given in writing unless we have agreed otherwise. A notice is considered received when it has been delivered by the agreed communication method and is reasonably capable of being read. If any part of these terms is held to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.