Hollandpark Removals Terms and Conditions

These service terms and conditions set out the basis on which Hollandpark Removals provides removal, transport, packing, loading, unloading, storage support where agreed, and associated services within the UK. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions are intended to be clear and practical, and they apply to all residential and commercial work unless a separate written agreement states otherwise. For the avoidance of doubt, the expression Hollandpark Removals refers to the service provider and its authorised staff, subcontractors, and agents acting in the course of their duties.

These terms are designed to protect both the customer and the removal company. They explain the booking process, payment arrangements, cancellation rights, responsibilities for items being moved, limits of liability, and compliance with waste regulations. They also identify the legal framework that applies to the contract. If any part of these terms is found to be unlawful or unenforceable, the remaining clauses will continue in force to the fullest extent permitted by law.

Nothing in these terms removes any rights that the customer may have under mandatory UK consumer law. However, where the customer is acting in a business capacity, different rules may apply and the parties may agree additional conditions in writing. In these terms, references to “goods”, “items”, “property”, or “effects” include furniture, appliances, boxes, documents, fixtures agreed for removal, and any other belongings accepted for transport.

1. Booking Process

The booking process for Hollandpark removals services begins when the customer requests a quotation or makes a booking enquiry. Any estimate provided is based on the information supplied at the time, including inventory size, access conditions, parking, property type, and the presence of fragile or specialist items. Where the customer later provides incomplete or inaccurate information, the estimate may be revised to reflect the actual requirements of the job.

A booking is not confirmed until the company has accepted the order in writing, by email, text, or another durable format, and any required deposit has been paid. The company may refuse a booking if the date is unavailable, if the job falls outside service capability, or if there are safety, legal, or access concerns. The customer is responsible for ensuring that all details given during the booking process are accurate and complete.

The customer must tell the company about any relevant circumstances before the service date, including lifts, stair access, restricted parking, long carry distances, dismantling requirements, heavy items, or items needing special handling. Failure to disclose such details may lead to delay charges, additional labour costs, or rescheduling. If the scope of work changes after booking, Hollandpark Removals may update the price, timing, vehicle requirements, or staffing accordingly.

Unless otherwise agreed, the customer must be available, or must appoint an authorised representative, at collection and delivery. That person must be able to make decisions on behalf of the customer, approve any changes, and confirm completion of the service. If the customer is absent and no representative is available, the company may wait, return later, place items into temporary storage if appropriate, or treat the service as failed or incomplete, with additional fees payable.

2. Prices and Payments

All prices are quoted in pounds sterling and may be based on fixed-rate booking, hourly charging, mileage, crew size, special equipment, or a combination of these methods. Quotes may include VAT where applicable, but any taxes, tolls, congestion charges, parking penalties caused by insufficient arrangements, or third-party fees may be added if they arise. The company will aim to give clear pricing information in advance, but where the job changes materially, the final charge may differ from the initial quotation.

A deposit or booking fee may be required to secure the date. Unless stated otherwise, the balance becomes due on completion of the move or on receipt of an invoice, whichever is specified at booking. The company may request payment before unloading, particularly for distance moves, substantial volumes, storage handovers, or where the customer has an outstanding balance. Accepted payment methods may include bank transfer, card payment, or another approved method communicated at the time of booking.

Late payment may result in interest, administration charges, suspension of services, or recovery action in line with applicable law. If a payment is reversed, disputed without valid reason, or otherwise fails, the customer will remain liable for the full sum due plus any associated costs. Where the company incurs losses because the customer has provided incorrect billing details, delayed payment, or failed to settle charges on time, those losses may be recovered from the customer.

3. Cancellations, Postponements, and Changes

The customer may cancel or postpone a booking by giving notice within a reasonable period before the scheduled service date. Cancellation charges may apply depending on the amount of notice given, the type of service booked, and whether vehicles, staff, packing materials, or subcontractors have already been allocated. Where a deposit is stated to be non-refundable, the customer agrees that the deposit may be retained as compensation for administrative and scheduling costs.

If the customer changes the date, the inventory, or the service scope after confirmation, the company may treat the change as a new booking or charge an amendment fee. Hollandpark Removals will try to accommodate reasonable changes, but changes are subject to availability and operational feasibility. If the company has already started work and the customer then requests cancellation, the customer must pay for all work completed, including waiting time, travel time, and materials used.

In some circumstances, the company may need to cancel or postpone a booking, for example because of severe weather, vehicle breakdown, staff unavailability, access problems, unsafe conditions, or events outside reasonable control. In such cases, the company will notify the customer as soon as reasonably possible and may offer an alternative date or refund of any prepaid amount for the service element not provided. The company will not be responsible for indirect loss caused by such unavoidable disruption, except where the law requires otherwise.

4. Customer Responsibilities

The customer must ensure that all items are properly packed unless packing has been specifically included in the booking. Fragile items should be clearly labelled, and valuables, cash, jewellery, and important documents should be kept with the customer unless the company has expressly agreed to handle them. The customer remains responsible for securing drawers, cupboards, loose parts, and any items that are likely to move, break, or cause damage if not prepared correctly.

The customer must also ensure that items are legal to transport, properly declared, and free from concealed hazards. This includes notifying the company of combustible materials, chemicals, gas cylinders, wet paint, sharp objects, live plants with soil restrictions, pests, or anything that may present health and safety risks. Hollandpark Removals may refuse to handle any item that is unsafe, prohibited, or likely to breach transport or waste laws.

Where the customer packs boxes, the company is not responsible for damage caused by poor packing, overfilled cartons, inadequate sealing, or concealed defects. If the company has agreed to dismantle or reassemble furniture, this will be done with reasonable care, but the customer accepts that some items may not be suitable for repeated assembly or may contain pre-existing weakness. The customer should photograph valuable or delicate items before the move if they wish to keep a record of their condition.

5. Liability and Insurance

Hollandpark Removals will exercise reasonable care and skill in providing the service. However, liability is limited to loss or damage caused by proven negligence, breach of contract, or another cause for which the company is legally responsible. The company is not liable for pre-existing damage, normal wear and tear, items that are inadequately packed by the customer, or losses arising from inaccurate information supplied during booking.

Where the company is responsible for damage to an item, the customer must notify the company as soon as reasonably practicable and before alterations, repairs, or disposal take place. The company may inspect the item, request photographs, and obtain quotations or replacement valuations. Any payment for damage will normally reflect the lower of repair cost, reasonable replacement value, or the limit of insurance cover, subject to proof of loss and the applicable exclusions.

The company shall not be liable for any indirect or consequential loss, including loss of profits, loss of opportunity, loss of business, emotional distress, or delay-related inconvenience, except where such exclusion is prohibited by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Customers are encouraged to check whether their own insurance cover is adequate for the goods being moved.

Where the company agrees to store items temporarily or transport them into storage, any separate storage terms or warehouse conditions may also apply. In cases where a third-party facility is used, the company will take reasonable care in selecting the provider but will not be responsible for the third party’s acts or omissions beyond the extent required by law. Title to goods remains with the customer unless and until lawful disposal or transfer has taken place under these terms.

6. Waste Regulations and Disposal

If the service includes removal of unwanted items, packaging waste, old furniture, or general rubbish, the customer agrees that all waste must be identified in advance where possible. Hollandpark Removals will handle waste in accordance with applicable UK waste laws, including duty of care obligations, segregation requirements, carrier rules, and disposal at authorised facilities. The company may refuse waste that is hazardous, unlabelled, contaminated, or likely to breach environmental regulations.

The customer must not place prohibited waste into removal loads without prior agreement. Prohibited or controlled waste may include asbestos, clinical waste, chemicals, solvents, oils, batteries, pressurised containers, paint, fluorescent tubes, and electrical items requiring specialist treatment. If such items are discovered after collection, the company may return them, isolate them, charge for additional handling, or report them to the relevant authority where required. The customer is responsible for ensuring that any waste transferred for disposal is accurately described.

When waste is removed, the company may provide records or evidence of lawful disposal where appropriate. If the customer asks the company to dispose of items on their behalf, the customer confirms that they have the right to authorise disposal and that the items are not stolen, leased, subject to retention of title, or otherwise not theirs to discard. The company accepts no responsibility for items the customer wrongly identifies as waste when they should have been retained, stored, or transferred to another party.

7. Access, Delays, and Delivery

It is the customer’s responsibility to ensure reasonable access at both collection and delivery points. This includes arranging parking where needed, obtaining permits if necessary, informing neighbours or building management where appropriate, and ensuring the property can be entered safely. If access is restricted or the crew is delayed because arrangements were not made, additional waiting time, return journeys, or parking charges may apply.

Delivery times are estimates only unless a guaranteed slot has been confirmed in writing. Traffic, weather, road closures, building restrictions, and similar matters may affect timing. The company will use reasonable efforts to complete the move within the planned timescale, but it does not accept liability for delay caused by events outside its control. If delivery is delayed, the company may place items in temporary secure storage or arrange an alternative delivery time if practical.

Where items must be left unattended because the customer is unavailable, the company may not proceed unless it is safe and reasonable to do so. In such cases, any associated costs for storage, re-delivery, or additional labour shall be payable by the customer. Title and risk in goods generally pass according to the agreed service structure and applicable law, but the customer remains responsible for confirming that all items have been received and checked promptly after completion.

8. Governing Law and General Provisions

These terms and any dispute arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer law provides otherwise. If the customer is based in another part of the UK, this clause is intended to operate in a way that is consistent with applicable legal rights and territorial rules.

Any failure or delay by Hollandpark Removals in exercising a right under these terms does not waive that right. No third party may enforce any term under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated in writing. The company may update these terms from time to time, but the version in force at the time of booking will apply to that booking unless the customer agrees to a later variation.

These terms form the entire agreement between the parties in relation to the service, unless additional written conditions are agreed. If there is any conflict between a written quotation and these terms, the quotation will prevail only to the extent of the inconsistency. By proceeding with a booking, the customer confirms acceptance of the Hollandpark Removals service terms and agrees to cooperate in good faith so the service can be delivered safely, lawfully, and efficiently.