Terms and Conditions
Removal Van Holland Park Terms and Conditions
These Terms and Conditions set out the basis on which Removal Van Holland Park provides removal, transport, packing, and associated services. By placing a booking with us, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Removal Van Holland Park, the provider of the removal and associated services.
1.2 "Customer" means the person, firm or organisation requesting and paying for the services.
1.3 "Services" means any removal, transport, packing, loading, unloading, storage coordination, or related services supplied by the Company.
1.4 "Goods" means the items to be moved, transported, packed, or otherwise handled by the Company.
1.5 "Service Address" means the collection and delivery locations specified in the booking.
1.6 "Contract" means the agreement between the Company and the Customer for the supply of Services, incorporating these Terms and Conditions.
2. Scope of Services
2.1 The Company provides household and office removals, man and van services, small and large moves, packing and loading assistance, and related services within the local area and throughout the United Kingdom, subject to availability.
2.2 The precise scope of the Services, including vehicle size, number of operatives, dates, times, and locations, will be as set out in the booking confirmation provided to the Customer.
2.3 The Company reserves the right to use subcontractors or partner carriers to deliver all or part of the Services. In such cases, the Company will remain responsible for the performance of the Contract.
3. Booking Process
3.1 Bookings may be requested via the Company’s online form or other designated booking channels as may be made available from time to time.
3.2 A booking is not confirmed until the Company has accepted the request, issued a written or electronic confirmation, and, where applicable, received any required deposit.
3.3 The Customer must provide accurate and complete information at the time of booking, including:
a) Full collection and delivery addresses.
b) Access details, including floor levels, lift availability, parking restrictions, and any known access issues.
d) Any special handling requirements, such as fragile, bulky, or unusually heavy items.
3.4 The Company will prepare a quotation or price estimate based on the information supplied. If the information provided is inaccurate or incomplete, the Company may adjust the charges to reflect the actual work required, including additional time, labour, or equipment.
3.5 The Customer acknowledges that the agreed arrival time is an estimate and may be affected by traffic, weather, road closures, or other circumstances beyond the Company’s control. The Company will endeavour to keep the Customer informed of any significant delays.
4. Price and Payment
4.1 Unless otherwise agreed in writing, Services are charged on the basis set out in the quotation or price schedule provided to the Customer, which may be hourly, fixed-price, or a combination of both.
4.2 Quotations are valid for a limited period as stated in the quotation. If no period is stated, they are valid for 30 days from the date of issue, subject to availability.
4.3 The Company reserves the right to adjust its prices to reflect changes in costs, including but not limited to fuel, tolls, congestion charges, parking charges, and staffing costs, provided the Customer is notified prior to the start of the Services where reasonably possible.
4.4 Payment terms will be stated in the booking confirmation. Unless otherwise agreed, the following will apply:
a) For most local removals and man and van services, full payment is due on or before the day of the move, and in any event before unloading at the delivery address.
b) For larger moves or commercial contracts, the Company may require a deposit in advance, with the balance due by a specified date.
4.5 Payment must be made using the accepted payment methods indicated by the Company at the time of booking. The Company is entitled to refuse to commence or continue the Services if cleared payment has not been received when due.
4.6 If payment is not received by the due date, the Company may charge interest on overdue sums at the statutory rate permitted under applicable law, accruing on a daily basis until payment is made in full, as well as reasonable costs of debt recovery.
5. Cancellations, Postponements and Amendments
5.1 The Customer may cancel or amend a booking by providing notice to the Company using the same booking channel or another method accepted by the Company.
5.2 Unless otherwise stated in the quotation or booking confirmation, the following cancellation charges will apply:
a) More than 7 days before the agreed start time: no cancellation fee, and any deposit paid will be refunded.
b) Between 7 days and 48 hours before the agreed start time: the Company may retain a reasonable proportion of any deposit or charge up to 30 percent of the quoted price.
c) Less than 48 hours before the agreed start time or on the day of the move: up to 100 percent of the quoted price may be charged.
5.3 If the Customer wishes to postpone a booking, the Company will make reasonable efforts to accommodate the change, subject to availability. The Company may treat repeated postponements as cancellations.
5.4 The Company may cancel or suspend the Contract if:
a) The Customer fails to pay any amount due by the required date.
b) The Customer is in material breach of these Terms and Conditions.
c) The Company is unable to perform the Services due to circumstances beyond its reasonable control, such as severe weather, road closures, accidents, or safety concerns.
5.5 In the event of cancellation by the Company other than for reasons attributable to the Customer, the Customer will be entitled to a refund of any deposit or prepayment made for Services not provided. The Company will not be liable for any indirect or consequential loss arising from such cancellation.
6. Customer Obligations
6.1 The Customer must ensure that:
a) All Goods are properly packed and secured unless the Company has expressly agreed to provide packing services.
b) All items are ready for loading at the agreed start time.
c) Adequate access is available to and from the Service Addresses, including parking space for the removal vehicle in accordance with local parking regulations.
6.2 The Customer is responsible for obtaining and paying for any parking permits, suspensions, or access permissions required at the collection and delivery addresses, unless otherwise agreed in writing.
6.3 The Customer must be present, or represented by a responsible adult, at both collection and delivery addresses to oversee the move, provide instructions, and sign any documentation as required.
6.4 The Customer must not request the Company to transport or handle any prohibited items, including but not limited to:
a) Hazardous materials, flammable or explosive substances.
b) Illegal goods or items in breach of statutory regulations.
c) Live animals, plants, or perishable food, unless expressly agreed.
d) Cash, jewellery, watches, precious metals, important documents, or similar high-value items, unless specifically declared and agreed in writing.
7. Liability and Limitations
7.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Goods is subject to the limitations set out in this section.
7.2 The Company will not be liable for:
a) Loss or damage arising from the Customer’s failure to adequately pack items when the Company has not provided packing services.
b) Pre-existing damage, wear and tear, or inherent defects in the Goods.
c) Loss or damage to items that the Company has advised are unsuitable for transport, where the Customer has insisted on their removal.
d) Loss or damage resulting from dismantling or reassembly of furniture or equipment carried out at the Customer’s request, unless caused by the Company’s negligence.
e) Any indirect or consequential loss, including loss of profit, revenue, or enjoyment.
7.3 Where the Company is found liable for loss of or damage to Goods, its liability will, at the Company’s option, be limited to either:
a) The reasonable cost of repair, or
b) The replacement value of the item at the time of loss or damage, subject to a fair assessment of age, condition, and depreciation.
7.4 The total liability of the Company for any claim or series of claims arising out of a single event shall not exceed a reasonable cap, which will be notified to the Customer in the booking confirmation or insurance documentation where applicable.
7.5 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 notify within this period may prejudice the investigation and could affect any claim.
7.6 Nothing in these Terms and Conditions limits or excludes 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 lawfully be limited or excluded.
8. Insurance
8.1 The Company will maintain such insurance cover as it reasonably considers appropriate for its business operations and as may be required by law.
8.2 The Customer is encouraged to arrange their own insurance cover for Goods in transit and storage, particularly for items of high value or special significance.
9. Waste and Environmental Regulations
9.1 The Company is not a general waste carrier and will only remove unwanted items where this has been agreed as part of the Services and in compliance with applicable waste and environmental regulations.
9.2 Where the Services include the removal and disposal of items, the Company will take reasonable steps to ensure that such items are transferred to authorised facilities or handlers in accordance with law.
9.3 The Customer must not request the Company to dispose of hazardous, prohibited, or regulated waste, including but not limited to chemicals, paints, oils, asbestos, medical waste, or electrical items requiring specialist treatment, unless this has been expressly agreed in advance and arranged in compliance with relevant regulations.
9.4 Any additional charges arising from the need to comply with waste regulations, including fees imposed by disposal sites, will be the responsibility of the Customer and may be added to the final invoice.
10. Delays and Force Majeure
10.1 The Company will use reasonable efforts to carry out the Services within the agreed timescale. However, the Company shall not be responsible for delays caused by factors beyond its reasonable control, including but not limited to traffic congestion, vehicle breakdowns, accidents, adverse weather, road closures, industrial action, or acts of third parties.
10.2 In the event of such delays, the Company will keep the Customer informed where reasonably practicable and will complete the Services as soon as reasonably possible.
10.3 If performance of the Contract is prevented for a prolonged period by circumstances beyond the Company’s control, either party may terminate the Contract on reasonable notice. In such cases, the Customer will pay for Services already performed, but will not be charged for Services that cannot be delivered.
11. Complaints
11.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, resolved.
11.2 The Company will endeavour to respond to complaints promptly and to reach a fair outcome in line with these Terms and Conditions and applicable law.
12. Data Protection and Privacy
12.1 The Company will collect and process personal data relating to the Customer only to the extent necessary for the performance of the Services, administration of the Contract, and compliance with legal obligations.
12.2 The Company will take reasonable steps to keep personal data secure and will not sell or disclose it to third parties except where required to deliver the Services, comply with the law, or where the Customer has given consent.
13. Governing Law and Jurisdiction
13.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
13.2 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, the Contract, or the Services provided by the Company.
14. General Provisions
14.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable, and the remaining provisions shall continue in full force and effect.
14.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
14.3 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 transfer its rights and obligations where this does not materially affect the nature of the Services.
14.4 These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior discussions, correspondence, or understandings.
14.5 The headings in these Terms and Conditions are for convenience only and shall not affect their interpretation.