Terms and Conditions

Waterloo Removals Terms and Conditions

These Terms and Conditions set out the basis on which Waterloo Removals provides domestic and commercial removal and related 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 your booking.

1. Definitions

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

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

Customer means the individual, business or organisation that books or uses the services of the Company.

Services means removal, packing, unpacking, loading, unloading, transport, storage, and any related services provided by the Company.

Goods means all furniture, personal belongings, equipment, and any other items that the Company agrees to move, handle, or store.

Contract means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation.

2. Service Area

The Company provides removal and related services primarily within the United Kingdom. Services involving destinations outside the mainland UK may be subject to additional conditions, charges, and timeframes, which will be set out in writing where applicable. All bookings are subject to staff and vehicle availability within the relevant service area on the agreed date.

3. Booking Process

3.1 A booking request may be made by the Customer by telephone, in writing, or via any booking system operated by the Company. All bookings are subject to acceptance by the Company.

3.2 The Company may provide a quotation based on information supplied by the Customer regarding property access, parking arrangements, volume of Goods, special items, and the addresses involved. Quotations are usually estimates and may be revised if the information provided is inaccurate or incomplete.

3.3 A Contract is formed when the Customer accepts the quotation or service proposal and the Company confirms the booking in writing or through its booking system. Any changes requested after the Contract is formed may affect the price and availability of the Services.

3.4 The Customer is responsible for ensuring that all details provided to the Company are accurate, including addresses, dates, times, contact details, inventory and any special handling requirements.

4. Quotations and Estimates

4.1 Unless stated otherwise, quotations are valid for a limited period from the date of issue and may be withdrawn or revised by the Company before acceptance by the Customer.

4.2 Quotations are based on the information supplied by the Customer. The Company reserves the right to amend the quotation if:

a. the volume or nature of the Goods differs from that originally described

b. access to the property is materially more difficult than advised, for example due to stairs, narrow doorways, restricted parking or distance from parking to entrance

c. additional services are requested on the day, such as packing, dismantling or reassembly of furniture

d. there are delays beyond the Company’s reasonable control, including waiting for keys or restricted lift access.

4.3 Unless expressly included, quotations do not cover packing materials, dismantling or reassembly of furniture, disconnection or reconnection of appliances, removal of fixtures, storage charges, customs duties, parking permits or charges, tolls, or any third-party fees.

5. Customer Obligations

5.1 The Customer must ensure that:

a. all Goods are properly packed and ready for transport unless a packing service has been agreed

b. any fragile, high value or delicate items are clearly identified and, where necessary, suitably protected

c. all keys, documents and personal valuables such as money, jewellery, watches, important papers and similar items are kept in the Customer’s possession and not included with the Goods

d. adequate parking is available for the Company’s vehicles at both collection and delivery addresses and any necessary permissions or permits are obtained

e. access to the property is safe, clear and suitable for carrying out the Services

f. the Company is given all necessary information about items that require special handling, such as pianos, safes, large appliances, or fragile equipment.

5.2 The Customer must be present, or arrange for an authorised representative to be present, at both the collection and delivery addresses to oversee the move, check inventories where applicable, and sign any required documentation.

6. Payments and Charges

6.1 Unless otherwise agreed in writing, the Customer must pay a deposit to secure the booking. The balance of the charges is normally payable on or before the day of the move, as stated in the quotation or booking confirmation.

6.2 The Company accepts payment by methods specified in its booking documentation or invoices. All payments must be made in the currency stated and within the time limits specified.

6.3 If payment is not received when due, the Company may refuse to carry out or complete the Services and may charge interest on overdue amounts at a reasonable commercial rate from the due date until payment is received in full.

6.4 Any additional work or waiting time that is not included in the original quotation, but which is requested or made necessary by circumstances beyond the Company’s control, may be charged at the Company’s standard hourly or fixed rates.

7. Cancellations and Postponements

7.1 The Customer may cancel or postpone the Services by giving notice to the Company. The Company may apply reasonable cancellation or postponement charges, which will reflect the time remaining before the scheduled service date and any costs already incurred.

7.2 As a guideline, the Company may charge:

a. no fee for cancellations made with sufficient notice, as specified in the booking confirmation

b. a partial fee for cancellations or postponements made within a shorter notice period

c. up to the full quoted charge for cancellations made on the day of the move or after the crew and vehicles have been dispatched.

7.3 If the Company needs to cancel or postpone the Services due to circumstances beyond its reasonable control, such as extreme weather, vehicle breakdown, accidents, or illness, the Company will notify the Customer as soon as possible and will offer to rebook the Services at a mutually convenient time. The Company will not be liable for any consequential loss arising from such cancellation or postponement.

8. Access, Parking and Delays

8.1 The Customer is responsible for ensuring suitable access and parking for the Company’s vehicles. Any parking charges, fines or penalties incurred as a direct result of inadequate arrangements or incorrect information provided by the Customer may be charged to the Customer.

8.2 The Company is not liable for delays caused by factors outside its reasonable control, including traffic conditions, road closures, adverse weather, or delays in obtaining keys or gaining access to properties.

8.3 Where delays occur that prevent the Company from completing the Services within the originally estimated time, additional charges may apply for waiting time, extended labour, or overnight storage, as reasonably necessary.

9. Goods Excluded from the Service

9.1 The Company will not transport or store any items that are illegal, dangerous, explosive, or otherwise hazardous, including but not limited to firearms, ammunition, gas cylinders, flammable liquids, chemicals, paints, or substances classified as dangerous goods.

9.2 The Company also does not accept responsibility for the transport of perishable goods, plants, animals, or any item requiring special environmental conditions unless agreed in writing.

9.3 The Customer must not include such items with the Goods and must inform the Company in advance if there is any doubt about the nature of particular items.

10. Waste Regulations and Disposal

10.1 The Company operates in accordance with applicable waste management and environmental regulations in the United Kingdom. Removal Services are focused on moving Goods and not on waste disposal, unless a specific waste removal or clearance service has been agreed.

10.2 The Customer must not present household waste, construction debris, or other refuse as part of the Goods unless a separate arrangement has been made for clearance or disposal. Additional charges may apply for any such services.

10.3 Where the Company agrees to dispose of items on behalf of the Customer, it will do so using licensed and appropriate facilities, subject to additional fees. The Customer warrants that any items presented for disposal are not hazardous and are lawfully capable of being disposed of in this way.

10.4 The Customer remains responsible for compliance with any local regulations regarding waste segregation, recycling, and disposal that may affect the removal or clearance of items from the property.

11. Liability and Insurance

11.1 The Company will take reasonable care when handling, loading, transporting, and unloading the Goods. However, the Company’s liability for loss or damage is limited as set out in this section.

11.2 The Company’s liability for loss of or damage to Goods, arising from negligence or breach of Contract, shall not exceed a reasonable limit per item or per consignment, as specified in the quotation or booking documents. Higher levels of cover may be available by prior written agreement and may be subject to additional charges.

11.3 The Company is not liable for:

a. loss or damage arising from faulty or inadequate packing by the Customer

b. loss of or damage to items packed in drawers, cupboards or furniture where this has not been agreed as acceptable by the Company

c. damage caused by inherent defects, weakness, or pre-existing damage in the Goods

d. electrical or mechanical derangement of appliances or equipment unless there is visible external damage caused by the Company

e. loss of or damage to high value items, antiques, fine art, or items of sentimental value where the Customer has not notified the Company in writing and agreed appropriate cover in advance.

11.4 The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of opportunity, emotional distress, or loss arising from delays, missed appointments, or inability to use premises or equipment.

11.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot legally be excluded or limited.

12. Claims and Notification of Loss or Damage

12.1 The Customer must inspect the Goods as they are delivered and report any visible loss or damage to the crew on the day, wherever reasonably possible.

12.2 Any claim for loss or damage must be notified to the Company in writing within a reasonable time period specified in the booking documentation or within a reasonable period from the date of the move. The Customer should provide supporting details and evidence, including photographs where available.

12.3 Failure to notify the Company within the stated period may affect the ability to investigate the claim and may reduce or extinguish the Company’s liability, except where the law provides otherwise.

13. Storage Services

13.1 Where the Company provides storage of Goods, the terms of this section apply in addition to the other provisions of these Terms and Conditions.

13.2 Storage charges are payable in advance for the agreed period. The Company may refuse to release Goods from storage until all outstanding charges have been paid in full.

13.3 The Customer must notify the Company promptly of any change in contact details while Goods are in storage.

13.4 If storage charges remain unpaid for a prolonged period, the Company may, after giving reasonable notice, sell or dispose of some or all of the Goods and apply any proceeds toward the outstanding charges and costs of sale or disposal. Any balance remaining after deduction of reasonable costs will be held for the Customer.

14. Force Majeure

14.1 The Company is not liable for any failure or delay in performing its obligations under the Contract where such failure or delay results from events beyond its reasonable control. Such events include but are not limited to acts of God, extreme weather, natural disasters, war, terrorism, civil unrest, strikes, lockouts, epidemics, transport disruptions, and actions of government authorities.

15. Data Protection and Privacy

15.1 The Company will collect and process personal data relating to the Customer for the purpose of providing the Services, handling payments, managing bookings, and complying with legal obligations.

15.2 The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to provide the Services, to comply with the law, or with the Customer’s consent.

16. Complaints

16.1 The Company aims to provide a professional and reliable service. If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with the Company as soon as possible so that it can be investigated and, where appropriate, resolved.

16.2 The Company may have a written complaints process and will provide details upon request.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any Contract between the Customer and the Company are governed by and interpreted in accordance with the laws of England and Wales.

17.2 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 the Services provided by the Company.

18. General Provisions

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

18.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

18.3 The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or subcontract all or part of the Services, provided that this does not reduce the level of service to the Customer.

18.4 These Terms and Conditions, together with the quotation and any written variations agreed by the Company, constitute the entire agreement between the parties in relation to the Services and supersede any previous representations or agreements.