Putney Removals Terms of Service

These Terms and Conditions set out the basis on which Putney Removals provides removal, packing, storage, and related services. By placing a booking with us, 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 definitions apply:

1.1 Company, we, us or our means Putney Removals, the provider of removal and related services.

1.2 Customer, you or your means the person, firm or company requesting our services.

1.3 Services means any removal, packing, unpacking, storage, clearance, or related services provided by us.

1.4 Goods means all items, effects, furniture, belongings and materials that are to be moved, handled, packed, stored or otherwise dealt with by us as part of the services.

1.5 Premises means any property, building, access route, driveway, or location from or to which services are provided.

1.6 Contract means the agreement between you and us for the supply of services, incorporating these Terms and Conditions and any written quotation or confirmation from us.

2. Scope of Services

2.1 We provide domestic and commercial removal services, including packing, loading, transportation, unloading and, where agreed, unpacking and basic reassembly of standard furniture.

2.2 We may also provide additional services, such as provision of packing materials, short-term storage, and waste removal or clearance services, where expressly agreed in writing.

2.3 The exact scope of services will be set out in our written quotation or booking confirmation. Services outside that scope may incur additional charges.

3. Booking Process

3.1 You may request a quotation by providing details of the property locations, access conditions, inventory of goods, preferred dates and any special requirements.

3.2 Quotations are based on the information you provide. It is your responsibility to ensure that all information is accurate and complete. Any significant changes may result in a revised quotation.

3.3 A quotation does not constitute a binding contract. A booking is considered accepted only when we issue a booking confirmation specifying the date, services and charges.

3.4 We reserve the right to refuse any booking at our discretion, including where access is unsafe, goods are prohibited, or we do not have capacity for the requested date.

3.5 You must inform us in advance of any matters that may affect the booking, including restricted access, parking limitations, congestion or clean air zones, lifting requirements, or items requiring special handling.

4. Access, Parking and Your Responsibilities

4.1 You are responsible for ensuring that we have suitable access to both collection and delivery premises, including vehicle access, parking arrangements and safe entry to buildings.

4.2 Any parking permits, dispensations or permissions required must be obtained and paid for by you, unless we have agreed otherwise in writing.

4.3 You must ensure that the premises are adequately prepared for the services, including securing valuables, disconnecting appliances where necessary, and clearly identifying items to be moved or left behind.

4.4 You must be present, or represented by an authorised person, at the premises during collection and delivery to direct our team and confirm that the services have been completed as agreed.

5. Payments and Charges

5.1 Our charges are set out in the quotation or booking confirmation and are based on the services specified, the volume or weight of goods, the distance travelled and the time required.

5.2 Unless otherwise agreed, a deposit may be required to secure your booking. The remaining balance is payable on or before the completion of the services.

5.3 We may charge additional fees where:

(a) there are significant delays outside our control, such as late key release or waiting time at premises;

(b) the volume of goods exceeds the information provided at booking;

(c) there are unforeseen access issues, such as additional flights of stairs, restricted vehicle access, or the need for extra staff or equipment;

(d) services are extended beyond the agreed scope or duration at your request.

5.4 All payments must be made in the manner and within the timescales specified in the booking confirmation or invoice. We reserve the right to withhold services or retain goods until cleared payment is received.

5.5 If payment is not received when due, we may charge interest on the overdue amount at the statutory rate until full payment is made.

6. Cancellations and Changes

6.1 You may cancel or amend your booking by giving us notice in writing.

6.2 If you cancel your booking, the following cancellation charges may apply, calculated as a percentage of the agreed service charge:

(a) more than 10 working days before the service date: no cancellation fee, deposit may be refunded or transferred at our discretion;

(b) between 5 and 10 working days before the service date: up to 50 percent of the agreed service charge;

(c) less than 5 working days before the service date: up to 100 percent of the agreed service charge.

6.3 If you request significant changes to the booking, including change of date, property size or service scope, we will use reasonable efforts to accommodate these changes but cannot guarantee availability. Additional charges may apply.

6.4 We may cancel or postpone the services if:

(a) you fail to pay any amount when due;

(b) you provide incomplete or inaccurate information that affects safety, legality or the feasibility of the services;

(c) access conditions are unsafe or unsuitable for our staff or vehicles;

(d) events occur beyond our reasonable control, such as extreme weather, accidents, road closures, or industrial action.

6.5 Where we cancel due to reasons within our control, we will refund any deposit or prepayment you have made in respect of the cancelled services. We shall not be liable for any indirect or consequential loss arising from such cancellation.

7. Excluded and Prohibited Items

7.1 Unless expressly agreed in writing, we will not move, store or handle:

(a) cash, securities, jewellery, watches, precious metals or stones;

(b) valuable collections, artworks, antiques or items of exceptional value;

(c) flammable, explosive, corrosive or hazardous materials, including gas cylinders, fuels, paints and chemicals;

(d) perishable goods, live plants or animals;

(e) illegal items or items that you do not own or do not have permission to move.

7.2 If such items are moved without our knowledge or consent, we accept no responsibility or liability for loss, damage or deterioration.

8. Packing and Customer Preparation

8.1 Where you choose to pack your own goods, it is your responsibility to ensure they are suitably packed for transport. We are not liable for damage resulting from inadequate or improper packing by you or a third party.

8.2 If we provide packing services, our staff will use reasonable skill and care to pack your goods using appropriate materials. However, we do not guarantee that packaging will be suitable for long-term storage unless specifically agreed.

8.3 You must remove or secure any fixtures, fittings or items attached to walls or ceilings, such as televisions, light fittings or shelving, unless we have expressly agreed to provide this service.

9. Liability for Loss or Damage

9.1 We will exercise reasonable skill and care in providing the services. Our liability for loss or damage to goods or property is subject to the limitations in this section.

9.2 We are not liable for:

(a) normal wear and tear, minor scuffs or scratches, or damage to items with pre-existing defects;

(b) damage to goods where they are inherently fragile or poorly constructed, including flat-pack furniture that has been dismantled and reassembled;

(c) damage arising from your failure to protect items adequately or to follow our guidance;

(d) loss or damage where you or your representative handle, load or unload goods.

9.3 We shall not be liable for any indirect, special or consequential loss, including loss of profits, loss of opportunity, or emotional distress.

9.4 Our total liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable replacement value for the affected item or items, subject to any specific limits communicated to you at the time of booking.

9.5 You must inspect the goods and premises as soon as reasonably possible following completion of the services and notify us in writing of any apparent loss or damage within 7 days. Failure to do so may affect our ability to investigate or resolve your claim.

9.6 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

10. Insurance

10.1 We maintain insurance appropriate to our business operations. Details of our cover are available on request.

10.2 You are strongly advised to arrange your own additional insurance for valuable or fragile items, and for any extended period of storage, particularly where the value of your goods exceeds the standard limits of our liability.

11. Waste, Disposal and Environmental Regulations

11.1 Where we provide waste removal, clearance or disposal services, we will do so in accordance with applicable waste and environmental regulations.

11.2 We will only remove waste or unwanted items that you have clearly identified and authorised us to take. It is your responsibility to ensure that items for disposal do not include valuables or items you wish to keep.

11.3 Certain items, including electrical goods, appliances, mattresses and construction waste, may be subject to specific disposal rules or additional charges. We will inform you of any such charges where reasonably practicable.

11.4 We will not transport or dispose of hazardous or controlled waste unless we have expressly agreed to do so and appropriate arrangements are in place. This includes chemicals, asbestos, clinical waste, and similar materials.

11.5 You remain responsible for ensuring that any waste we remove originates from your premises and does not contravene any legal restrictions. We reserve the right to refuse items that we reasonably believe are not suitable for removal or disposal.

12. Delays and Events Beyond Our Control

12.1 We will use reasonable endeavours to carry out the services within the timeframes agreed. However, time for performance is not of the essence, and we shall not be liable for delays arising from events beyond our reasonable control.

12.2 Such events may include adverse weather, traffic congestion, vehicle breakdown, accidents, public events, road closures, or delays related to access to premises, keys or completion of property transactions.

12.3 Where a delay occurs, we will keep you informed and will take reasonable steps to complete the services as soon as practicable. Additional waiting time or extended working hours may be chargeable where the delay is not caused by us.

13. Complaints and Dispute Resolution

13.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our team as soon as possible so that we can attempt to resolve it on the day.

13.2 If the matter is not resolved, you may submit a written complaint providing full details of the issue, including dates, locations and any supporting evidence.

13.3 We will acknowledge your complaint and aim to provide a response within a reasonable period. We may request further information or evidence to help us investigate.

13.4 Both parties agree to use reasonable efforts to resolve disputes amicably before resorting to formal legal proceedings.

14. Data Protection and Privacy

14.1 We will collect and use your personal information only as necessary to provide our services, manage bookings, process payments and communicate with you.

14.2 We will take reasonable steps to protect your personal data and will not share it with third parties except where required for service delivery, legal compliance or as permitted by law.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the services we provide, shall be governed by and construed in accordance with the law of England and Wales.

15.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the services.

16. General Provisions

16.1 No variation of these Terms and Conditions shall be effective unless agreed in writing by us.

16.2 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.

16.3 You may not assign or transfer your rights or obligations under the contract without our prior written consent.

16.4 Our failure or delay in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.

16.5 These Terms and Conditions, together with any quotation or booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions or understandings.