Highbury Removals Service Terms and Conditions
These Terms and Conditions set out the basis on which Highbury Removals provides removal, relocation, packing, storage coordination and related services to you. By making a booking with us or allowing work to begin, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Company refers to Highbury Removals.
Customer refers to the person, firm or organisation requesting the services of the Company.
Services refers to any removal, transportation, packing, unpacking, loading, unloading, clearance or associated services provided by the Company.
Goods refers to any items, furniture, belongings or property handled, packed, stored, transported or otherwise dealt with by the Company on behalf of the Customer.
Contract refers to the agreement between the Company and the Customer incorporating these Terms and Conditions and any written quotation or confirmation.
2. Scope of Services
The Company provides domestic and commercial removal services, including the transport of Goods, packing and unpacking services, furniture disassembly and reassembly, and clearance of approved items in accordance with applicable waste regulations. The precise scope of Services will be set out in the quotation or booking confirmation issued by the Company.
The Company operates primarily within the United Kingdom. Any Services involving locations outside the United Kingdom are subject to separate agreement, additional charges and specific terms notified to the Customer before the Contract is formed.
3. Booking Process
3.1 Initial enquiry
Upon enquiry, the Company may request details about the property, access, inventory of Goods, special handling requirements, dates and locations. The Company may conduct a site visit or virtual survey where necessary to provide an accurate quotation.
3.2 Quotations
All quotations are based on the information provided by the Customer and, where applicable, on any survey carried out by the Company. Quotations are normally time-limited and may specify a validity period. If no validity period is specified, quotations will remain open for 30 days from the date of issue unless withdrawn earlier by the Company.
3.3 Acceptance of quotation
A Contract is formed when the Customer confirms acceptance of the quotation and the Company confirms the booking in writing, which may be by digital or physical means. The booking may be conditional on payment of a deposit, as specified in the quotation or confirmation.
3.4 Changes to booking
If the Customer wishes to change dates, locations, inventory, access arrangements or the scope of Services, this must be requested as soon as reasonably possible. Changes are subject to the Company’s availability and may result in revised charges. The Company is not obligated to accommodate changes but will act reasonably to do so wherever practicable.
4. Customer Responsibilities
The Customer agrees to:
Provide accurate and complete information regarding the nature, quantity and value of Goods, property access, parking arrangements and any special handling requirements.
Ensure that appropriate parking and loading facilities are available and that any necessary permits or permissions are obtained in good time.
Arrange for the presence of the Customer or an authorised representative at the collection and delivery addresses to provide instructions and sign any relevant documents.
Ensure that Goods are properly prepared for removal in accordance with the Company’s guidance, including disconnection of appliances where applicable and emptying of refrigerators, freezers and similar items.
Ensure that no prohibited, dangerous, illegal or perishable items are included in the Goods presented to the Company.
5. Payments and Charges
5.1 Pricing
Charges for Services are as stated in the quotation or booking confirmation, subject to any adjustments set out in these Terms and Conditions. Prices may be based on factors such as volume, weight, labour time, distance, access conditions, specialist equipment requirements and waste disposal costs.
5.2 Deposits and prepayments
The Company may require a deposit or partial prepayment to secure the booking. The amount and due date will be set out in the quotation or confirmation. Failure to pay the deposit or prepayment on time may result in the booking being cancelled or the date being released to other customers.
5.3 Payment terms
Unless otherwise agreed in writing, the balance of all charges is due on or before the day of the move, and in any case before completion of unloading. For business customers with approved credit accounts, payment terms will be specified in the account agreement or invoice. Time for payment is of the essence.
5.4 Additional charges
The Company may charge additional fees where:
The Services take longer than estimated due to inaccurate information provided by the Customer, delays outside the Company’s control, or circumstances not disclosed at the time of quotation.
Access is restricted or more difficult than stated, requiring extra labour, additional journeys or specialist equipment.
Parking fines or charges arise as a result of insufficient or inaccurate information provided by the Customer, or failure to secure permits where required.
Additional Goods are included that were not part of the original quotation or survey.
Extra services are requested on the day, such as packing, dismantling, reassembly, storage or clearance.
5.5 Late payment
If the Customer fails to make payment when due, the Company reserves the right to:
Charge interest on the overdue amount at the statutory rate applicable in England and Wales.
Retain possession of Goods until full payment including any interest and reasonable storage costs is received.
Seek recovery of unpaid sums through legal action and recover reasonable costs associated with such action.
6. Cancellations and Postponements
6.1 Customer cancellation
If the Customer cancels the Services, the Company may apply the following charges, unless otherwise stated in the quotation or confirmation:
Cancellation more than 10 working days before the agreed date: no cancellation fee, and any deposit may be refunded or credited at the Company’s discretion.
Cancellation between 5 and 10 working days before the agreed date: up to 50 percent of the quoted price may be charged.
Cancellation within 5 working days of the agreed date, or on the day of the move: up to 100 percent of the quoted price may be charged.
6.2 Postponements
Requests to postpone are treated as cancellations and re-bookings. The Company will endeavour to accommodate new dates, but cannot guarantee availability. Any charges already incurred may be applied to the new booking at the Company’s discretion.
6.3 Company cancellation
The Company may cancel or suspend the Services if:
The Customer fails to make payments when due.
The Customer is in material breach of these Terms and Conditions.
The Company reasonably believes that carrying out the Services would be unsafe, unlawful or expose the Company or its personnel to unacceptable risk.
In such cases, the Company will notify the Customer as soon as reasonably possible. Where the Company cancels due to circumstances within its control and not arising from the Customer’s breach, any prepayments for Services not yet provided will be refunded.
7. Excluded and Prohibited Items
Unless expressly agreed in writing, the Company will not accept responsibility for, or transport, the following:
Cash, securities, jewellery, watches, precious metals, stones or high-value collectibles.
Perishable goods, live plants, animals or other living organisms.
Hazardous, explosive, corrosive, flammable or otherwise dangerous goods.
Illegal goods or items whose carriage may be unlawful.
Valuable documents such as passports, deeds, share certificates or similar items.
If such items are included without the Company’s knowledge, the Company shall have no liability for loss or damage to them and may arrange for their removal, disposal or storage at the Customer’s cost and risk.
8. Liability and Limitations
8.1 Duty of care
The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability is subject to the limitations set out in this section.
8.2 General liability
The Company’s liability for loss of or damage to Goods, or for other losses arising from the provision of Services, is limited to the lower of:
The reasonable replacement or repair cost of the Goods affected, taking account of age, condition and market value, or
The total price paid or payable by the Customer for the Services under the Contract.
8.3 Exclusions of liability
The Company shall not be liable for:
Loss or damage arising from wear and tear, inherent defect or vice, or pre-existing damage.
Damage to items which are not adequately packed where the Company did not provide a packing service.
Loss or damage caused by acts or omissions of the Customer or third parties.
Indirect or consequential losses, loss of profit, loss of revenue, loss of use or loss of enjoyment.
Loss or damage arising from war, terrorism, civil commotion, natural disaster, severe weather, road closures or other events beyond the Company’s reasonable control.
Damage to premises or property other than the Goods, unless such damage is caused by the negligence of the Company and reported to the Company in writing within a reasonable time after completion of the Services.
8.4 Customer packing
Where the Customer packs Goods, the Company is not responsible for damage caused by inadequate or inappropriate packing. The Company may refuse to transport improperly packed or unsafe items.
8.5 Notification of claims
The Customer must notify the Company in writing of any visible loss or damage as soon as reasonably practicable and in any event within 7 days of completion of the Services. Failure to provide timely notice may prejudice the Company’s ability to investigate the claim and may reduce or extinguish any liability that the Company may have.
8.6 Non-excludable rights
Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be limited or excluded under applicable law.
9. Waste, Clearance and Environmental Regulations
9.1 Compliance with waste regulations
Where the Company provides clearance, disposal or waste-related Services, these will be conducted in accordance with applicable United Kingdom waste management and environmental regulations. The Company uses authorised disposal routes and licensed facilities where required.
9.2 Acceptable items for disposal
The Company will only remove items for disposal that are lawful to transport and dispose of and which fall within the scope of the agreed Services. The Company may refuse items that are hazardous, contaminated, or not properly described at the time of quotation or booking.
9.3 Customer warranties
The Customer warrants that any items presented for disposal are their property or that they have full authority to authorise their removal and disposal. The Customer agrees to indemnify the Company against any claims arising from wrongful or unauthorised disposal of items.
9.4 Additional disposal charges
Disposal of certain materials, including but not limited to electrical items, mattresses, construction waste, hazardous materials or large volumes of waste, may attract additional charges due to higher processing or regulatory costs. These will be explained to the Customer wherever reasonably practicable before the Services are carried out.
10. Access, Parking and Property Conditions
The Customer is responsible for ensuring suitable access at both collection and delivery addresses. This includes arranging parking permissions, informing the Company of any height, width, weight or time restrictions, and advising of internal obstacles such as narrow staircases, low ceilings or fragile floors.
The Company is not liable for delays or additional charges arising from inadequate access or parking arrangements. If the Company reasonably believes that moving certain items would risk damage to the property or the Goods, it may refuse to move them or may request written confirmation from the Customer accepting the risk.
11. Storage Services
If the Company arranges storage of Goods on behalf of the Customer, whether in its own facilities or via a third party, separate terms may apply. In the absence of separate terms, these Terms and Conditions shall apply as far as consistent with the nature of storage services. Storage charges are payable in advance and may be varied by notice. Goods may be withheld from release until all outstanding amounts are paid.
12. Data Protection and Privacy
The Company collects and processes personal data necessary to provide the Services, administer bookings, handle payments and manage customer relationships. Personal data is handled in accordance with applicable United Kingdom data protection law. The Company will not sell the Customer’s personal data to third parties and will only share such data where necessary for the provision of Services, compliance with legal obligations or with the Customer’s consent.
13. Complaints and Dispute Resolution
The Company aims to provide a professional service at all times. If the Customer is dissatisfied, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, resolved. The Customer should set out relevant details including dates, addresses and the nature of the concern.
The Company will review complaints in good faith and respond within a reasonable timeframe. This does not affect the Customer’s right to pursue remedies through the courts or other legal avenues.
14. Variation of Terms
The Company may update or amend these Terms and Conditions from time to time. The Terms and Conditions in force at the time of the Customer’s booking will apply to that Contract, unless a variation is expressly agreed in writing by both parties.
15. Severability
If any provision of these Terms and Conditions is held 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.
16. Governing Law and Jurisdiction
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.
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.
17. Entire Agreement
These Terms and Conditions, together with any quotation, booking confirmation or written variation agreed between the Company and the Customer, constitute the entire agreement between the parties and supersede any prior discussions, correspondence or understandings relating to the Services.
