Holland Park Removals Terms and Conditions

These Terms and Conditions set out the basis on which Holland Park Removals provides removal, packing, storage, and associated services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below.

Company, we, us, our means Holland Park Removals.

Customer, you, your means the person, firm, or organisation that books or receives the services.

Services means any removal, packing, unpacking, storage, clearance, or related services we provide.

Goods means the items and personal property to be moved, packed, stored, or otherwise handled by us.

Work Order means the written or electronic confirmation of your booking, including the agreed services, dates, times, and charges.

2. Service Area

We operate primarily within the United Kingdom, with a focus on household and commercial removals in London and surrounding areas. We may agree to provide services to destinations elsewhere in the UK, and occasionally to and from Europe, subject to separate terms, pricing, and availability.

Any reference to travel times, access conditions, congestion, or parking is based on our experience of typical conditions in our main service areas. However, these are estimates only and cannot be guaranteed.

3. Booking Process

3.1 Quotation. We will usually provide a quotation based on information supplied by you, which may include a physical or virtual survey of your property. Quotations are typically given as a fixed price, except where specified as hourly or subject to variations described in these Terms.

3.2 Accuracy of information. You are responsible for ensuring that all information you provide is accurate and complete, including the volume of goods, access conditions, parking availability, property layout, and any special handling requirements. If the information proves to be incorrect or incomplete, we may adjust the charges accordingly.

3.3 Acceptance of quotation. A booking is only confirmed when you have accepted our quotation in writing or electronically and we have issued a Work Order. Any provisional dates or times we may discuss are not guaranteed until the booking is confirmed.

3.4 Changes to booking. If you wish to change the date, time, addresses, or scope of the services after confirmation, you must notify us as soon as possible. We will try to accommodate changes subject to availability. We may adjust the price where changes affect the duration, staffing, travel distance, or complexity of the work.

3.5 Start and finish times. We will use reasonable efforts to arrive at the agreed time. However, arrival and completion times are estimates, and we cannot be held liable for delays caused by traffic, weather, access issues, previous jobs, or other circumstances beyond our reasonable control.

4. Access, Parking, and Customer Responsibilities

4.1 Access. You must ensure that we have safe and suitable access to the property at all relevant times, including clear hallways, stairways, lifts, and entrances. You must inform us in advance of any restrictions such as narrow roads, low bridges, height limits, or building regulations.

4.2 Parking. You are responsible for arranging suitable parking for our vehicles at all collection and delivery addresses, including any permits or permissions required. Any parking charges, penalty charges, or fines incurred due to inadequate parking arrangements may be added to your invoice.

4.3 Preparation of goods. Unless we have agreed to provide packing services, you are responsible for packing and securing your goods in suitable containers. Fragile items must be adequately protected. We are not liable for damage arising from improper or inadequate packing where we did not perform the packing.

4.4 Presence on-site. You or a representative must be present at the property during loading and unloading, to direct our staff and to check the condition of the premises and goods. If you are not present, we will proceed based on our best judgement and cannot accept liability for discrepancies arising from your absence.

5. Payments and Charges

5.1 Pricing basis. Our charges are based on factors such as the volume of goods, the distance travelled, staffing levels, vehicle sizes, access conditions, and any additional services requested. Quotations are valid for a limited period as stated on your quotation or, if not stated, for 30 days from the date of issue.

5.2 Deposits. We may require a deposit to secure your booking. The amount and due date of the deposit will be stated in your quotation or Work Order. A booking is not fully confirmed until the deposit has been received, where applicable.

5.3 Payment terms. Unless otherwise agreed, payment for our services is due prior to or on the day of the move, and before unloading is completed. For hourly rate bookings, charges will reflect the actual time taken, subject to any minimum charge period stated in the quotation.

5.4 Methods of payment. We will advise which methods of payment we accept, such as bank transfer or card payment. Cash may be accepted at our discretion. We do not accept payment by cheque unless specifically agreed in advance.

5.5 Overruns and additional work. If the work takes longer than estimated due to reasons beyond our control, including inaccurate information, access problems, additional items, or delays caused by you or third parties, we may charge for the extra time, staffing, or resources at our standard rates.

5.6 Late payment. If you do not pay any amount due on time, we may suspend or withhold services, retain goods until payment is made, and charge interest on overdue amounts at the statutory rate, as well as any reasonable costs of enforcement.

6. Cancellations and Postponements

6.1 Your right to cancel or postpone. If you wish to cancel or postpone your booking, you must notify us in writing or by another agreed communication method as soon as possible.

6.2 Cancellation charges. We reserve the right to levy reasonable cancellation or postponement charges, which may be based on the notice period you provide. As a general guideline, charges may increase as the scheduled date approaches, reflecting our loss of reserved time and resources.

6.3 Minimum notice. Where possible, we request a minimum notice period for any cancellation or change. Specific timeframes and fees may be stated in your quotation or Work Order and will take precedence over any general descriptions in these Terms.

6.4 Cancellation by us. We may cancel or postpone the services at any time if you fail to comply with these Terms, if payment is not received when due, or if unforeseeable events make it unsafe or impracticable to carry out the work. Where we cancel for reasons within our control, we will refund any amounts paid for services not yet provided, which shall be your sole remedy.

7. Excluded Items and Prohibited Goods

7.1 Dangerous or illegal items. We will not accept or move any items that are illegal, dangerous, explosive, or hazardous, including but not limited to firearms, ammunition, flammable liquids, gas cylinders, chemicals, or any goods prohibited by law.

7.2 High-value and fragile goods. We must be notified in advance of any items of exceptional value, such as jewellery, antiques, artwork, or collections, as well as particularly fragile goods. We may decline to move such items or may require specific packing, insurance, or handling conditions.

7.3 Perishable goods. We do not accept liability for food, plants, or other perishable goods. We may refuse to transport items that could cause infestation, contamination, or damage to other goods.

8. Liability and Insurance

8.1 Standard liability. We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods in our custody or control is limited to a sum per item or per consignment as specified in your quotation or Work Order, or otherwise to a reasonable market value subject to any applicable limits under UK law.

8.2 Exclusions of liability. We are not liable for loss or damage arising from inherent defects in goods, normal wear and tear, pre-existing damage, inadequate packing by you or third parties, climatic or atmospheric conditions, or circumstances beyond our reasonable control.

8.3 Indirect and consequential loss. We are not liable for any loss of profit, loss of business, loss of opportunity, loss of data, or any indirect or consequential loss, whether arising in contract, tort, or otherwise.

8.4 Customer packing. Where you or someone acting on your behalf packs goods, we will not be liable for damage resulting from poor or unsuitable packing, including breakages, crushing, or scratches that would reasonably be avoided by professional packing.

8.5 Time limits for claims. Any claim for loss or damage must be notified to us in writing as soon as reasonably practicable and, in any event, within seven days of completion of the services, or within any alternative period stated in your quotation or Work Order. You must provide reasonable evidence of the loss or damage.

8.6 Insurance. We may hold insurance cover for our activities in line with industry practice. Details of cover, limits, and exclusions are available on request. You are strongly advised to maintain your own insurance for your goods to ensure full protection beyond our standard liability limits.

9. Damage to Property

9.1 Buildings and fixtures. We will take reasonable care to avoid damage to walls, floors, doors, lifts, and fixtures. However, where the movement of large or heavy items through narrow or awkward spaces is required, you accept that a risk of minor damage may exist. We may request that you sign a disclaimer if we consider the risk to be significant.

9.2 Third party premises. If the services involve work at premises not owned by you, you are responsible for obtaining permission and for any obligations you owe to third parties, such as landlords or building managers. You agree to indemnify us against any claims by third parties relating to such premises, except where caused by our negligence.

10. Waste, Disposal, and Environmental Regulations

10.1 Waste handling. Where our services include removal of waste, unwanted furniture, or other items for disposal, we will handle such materials in accordance with applicable UK waste and environmental regulations.

10.2 Prohibited waste. We will not collect or dispose of hazardous waste or materials that require specialist treatment or licensing unless expressly agreed and appropriately arranged. This includes asbestos, certain chemicals, clinical waste, and other regulated substances.

10.3 Duty of care. You remain responsible for providing accurate information about the nature of items for disposal. Where we act as a carrier of controlled waste, we will use authorised facilities and comply with our duty of care obligations under UK law.

11. Delays and Events Beyond Our Control

11.1 Force majeure. We are not liable for any delay or failure to perform our obligations where caused by events beyond our reasonable control, including but not limited to extreme weather, road closures, accidents, strikes, civil unrest, public health emergencies, or failures of utilities or transport networks.

11.2 Mitigation. Where such events occur, we will take reasonable steps to mitigate their impact and to resume or reschedule the services where possible. Any additional costs reasonably incurred by us as a result may be chargeable.

12. Complaints and Dispute Resolution

12.1 Complaints procedure. If you are dissatisfied with any aspect of our services, you should raise your concerns with us as soon as possible so that we can seek to resolve the matter promptly.

12.2 Escalation. We will investigate your complaint and may request photographs, documentation, or other evidence. We aim to respond within a reasonable period and to reach a fair outcome based on the information available.

13. Data Protection and Privacy

13.1 Use of personal data. We will collect and use your personal data in order to provide the services, manage your booking, process payments, and communicate with you. We will handle personal data in accordance with applicable UK data protection laws.

13.2 Confidentiality. We will not sell or share your personal data with third parties for marketing purposes without your consent. We may share data with service providers or authorities where necessary to perform the contract or comply with legal obligations.

14. General Provisions

14.1 Entire agreement. These Terms and Conditions, together with your quotation and Work Order, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions or representations.

14.2 Variation. Any variation to these Terms must be agreed in writing. Our failure to enforce any term shall not be deemed a waiver of that term or any other term.

14.3 Assignment. You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or subcontract our rights and obligations, provided this does not materially reduce the level of service.

14.4 Severability. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

15. Governing Law and Jurisdiction

15.1 Governing law. 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.

15.2 Jurisdiction. You and we 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 or the services, whether in contract, tort, or otherwise.

By confirming a booking with Holland Park Removals or by allowing our staff to commence work, you confirm that you have read, understood, and agree to these Terms and Conditions.