Terms and Conditions

Last Updated: April 13, 2025

Welcome to Removals Help (removalshelp.co.uk). These Terms and Conditions govern the use of our website and the services we provide for house removals, man and van services, and related offerings across London and the UK. By accessing our website, requesting a quote, or booking a service with us, you agree to be bound by these terms. Please read them carefully. If you do not agree, please refrain from using our services.

1. About Us

Removals Help is a London-based removal company offering professional house removals, man and van services, packing, and storage solutions. Our registered office is located at 28 Camrose Close Morden SM4 5DQ London United Kingdom. You can contact us via email at [email protected]] or by phone at [insert phone number]. We are committed to providing reliable, transparent, and customer-focused services to UK residents.

2. Definitions

  • “We,” “Us,” “Our”: Removals Help, the service provider.
  • “You,” “Customer”: The individual or entity booking or using our services.
  • “Services”: House removals, man and van services, packing, storage, or any additional services provided by us.
  • “Booking”: A confirmed service agreement made via our website, phone, email, or in-person survey.

3. Booking and Confirmation

3.1 Quote Requests: We offer free, no-obligation quotes based on information provided during a home removal survey, online form, or phone consultation. Quotes are estimates and subject to change if details (e.g., volume of belongings, access issues) differ on the moving day.

3.2 Booking Process: To secure a booking, you must confirm acceptance of our quote and provide a deposit (if applicable, typically 20% of the quoted price). Bookings are confirmed only upon receipt of written confirmation from us.

3.3 Accuracy of Information: You are responsible for providing accurate details about your move, including the number of items, access conditions (e.g., stairs, parking restrictions), and special requirements (e.g., fragile items). Inaccurate information may result in additional charges or delays.

3.4 Free Surveys: We offer free home removal surveys to assess your needs. Surveys are non-binding but help us provide accurate quotes. You agree to allow reasonable access to your property for this purpose.

4. Services Provided

4.1 Scope of Services: Our services include house removals, man and van hire, packing, unpacking, furniture disassembly/reassembly, and storage, as agreed in your booking. Specific services (e.g., eco-friendly packing materials) are detailed in your quote.

4.2 Service Availability: We operate primarily in London but may serve other UK areas, subject to availability. Check your postcode on our website or contact us to confirm coverage.

4.3 Subcontractors: We reserve the right to use trusted subcontractors for certain services (e.g., storage). All subcontractors adhere to our standards of care and professionalism.

4.4 Exclusions: Unless explicitly agreed, we do not transport hazardous materials (e.g., flammable liquids, explosives), live animals, or items prohibited by UK law. You must inform us of any high-value or fragile items requiring special handling.

5. Pricing and Payment

5.1 Pricing: Prices are based on factors like distance, volume of belongings, accessibility, time of year, and additional services (e.g., packing). All quotes include VAT unless stated otherwise.

5.2 Payment Terms: Full payment is due upon completion of the service unless otherwise agreed (e.g., staged payments for large moves). We accept bank transfers, credit/debit cards, or cash (subject to prior arrangement).

5.3 Additional Charges: Extra fees may apply for:

  • Unforeseen access issues (e.g., no parking permits).
  • Additional items not declared in the survey or quote.
  • Waiting times beyond one hour due to customer delays.
  • Moves exceeding the estimated time due to inaccurate information.

5.4 Deposits: Deposits are non-refundable if you cancel within 48 hours of the scheduled move, except in cases covered by Section 6.2.

6. Cancellations and Refunds

6.1 Customer Cancellations: You may cancel a booking by notifying us in writing or by phone at least 7 days before the scheduled move to receive a full refund of any deposit. Cancellations within 7 days incur a 50% deposit forfeiture; within 48 hours, the full deposit is non-refundable.

6.2 Our Cancellations: If we cancel due to unforeseen circumstances (e.g., vehicle breakdown), we will offer a full refund or reschedule at no extra cost. We are not liable for indirect losses (e.g., missed appointments).

6.3 Delays: We strive to meet agreed schedules, but traffic, weather, or other uncontrollable factors may cause delays. We will keep you informed and are not liable for costs arising from delays beyond our control.

7. Liability and Insurance

7.1 Our Liability: We take reasonable care to protect your belongings during transit and handling. Our standard liability covers loss or damage up to £50 per item or £10,000 per vehicle load, whichever is lower, subject to the conditions below.

7.2 Customer Responsibility: You must declare high-value items (e.g., antiques, electronics) in advance. We are not liable for loss or damage to undeclared items or items packed by you, unless caused by our negligence.

7.3 Insurance: We offer Goods in Transit and Public Liability insurance as standard. Additional insurance for high-value items can be arranged at your request and cost. Please contact us for details.

7.4 Exclusions: We are not liable for:

  • Damage to items not packed or unpacked by us, unless due to our negligence.
  • Natural deterioration (e.g., rust, wear and tear).
  • Losses due to customer failure to secure parking permits or access.
  • Indirect or consequential losses (e.g., missed rent payments).

7.5 Claims: Report any damage or loss within 7 days of the move in writing to [email protected]. Provide photos and details to support your claim. We aim to resolve claims within 30 days.

8. Customer Obligations

8.1 Access: You must ensure clear access to your property (e.g., no parked cars blocking entry) and secure any necessary parking permits or permissions.

8.2 Packing: If you opt for self-packing, ensure items are securely packed to withstand transit. We are not responsible for damage to poorly packed items.

8.3 Presence: You or an authorized representative must be present at the start and end of the move to confirm inventory and condition of items.

8.4 Compliance: You confirm that all items moved comply with UK law and are free from liens or legal restrictions.

9. Data Protection

9.1 Personal Data: We collect and process your personal information (e.g., name, address, contact details) to provide our services, in line with our Privacy Policy. We comply with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.

9.2 Security: We use secure systems to protect your data and do not share it with third parties except as needed to deliver services (e.g., subcontractors) or as required by law.

10. Website Use

10.1 Content: All content on removalshelp.co.uk (e.g., text, images, logos) is our property or used with permission. You may not reproduce or distribute it without our consent.

10.2 Accuracy: We strive to keep website information accurate but are not liable for errors or omissions. Service availability and pricing are subject to change.

10.3 Links: Our website may contain links to third-party sites. We are not responsible for their content or practices.

11. Complaints and Disputes

11.1 Complaints: If you’re unhappy with our service, contact us at 07432114794 within 14 days. We aim to resolve complaints within 28 days.

11.2 Disputes: These terms are governed by English law. Disputes will be handled in the courts of England and Wales, except where Scottish or Northern Irish law applies based on your residence.

11.3 Alternative Dispute Resolution: We are open to mediation or arbitration if agreed by both parties, in line with UK consumer regulations.

12. Force Majeure

We are not liable for failure to perform services due to events beyond our control, including but not limited to natural disasters, strikes, road closures, or government restrictions. We will notify you promptly and offer rescheduling or refunds where applicable.

13. Amendments

We may update these Terms and Conditions to reflect changes in our services or legal requirements. The latest version will be posted on our website with the updated date. Continued use of our services after changes constitutes acceptance.

14. Contact Us

For questions, bookings, or concerns about these Terms and Conditions, please reach out:

  • Email: [email protected]
  • Phone: 07432114794
  • Address: 28 Camrose Close
  • Morden
  • SM4 5DQ
  • London
  • United Kingdom

Thank you for choosing Removals Help for your house removals in London. We look forward to making your move stress-free!