Terms and Conditions
Richmond Movers Terms and Conditions
These Terms and Conditions set out the basis on which Richmond Movers provides 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 words have the meanings shown below:
1.1 "Company" means Richmond Movers, the provider of removal and related services.
1.2 "Customer" means the individual, business or organisation that books and pays for the services.
1.3 "Services" means removal, packing, loading, unloading, transport, storage, and any associated services agreed in writing.
1.4 "Goods" means all items of any description that are to be packed, moved, transported, handled, stored or otherwise dealt with by the Company under the contract.
1.5 "Contract" means the agreement between the Company and the Customer incorporating these Terms and Conditions and the written quotation or confirmation of booking.
1.6 "Service Area" means the geographical areas within the United Kingdom where the Company operates its removal and related services.
2. Quotations and Service Area
2.1 All quotations issued by the Company are estimates based on the information supplied by the Customer, including property access, volume of Goods and any special requirements.
2.2 Quotations are valid for 30 days from the date of issue unless otherwise stated and are subject to availability within our service area at the time of booking.
2.3 The Company reserves the right to amend a quotation if:
(a) the Customer provides inaccurate or incomplete information;
(b) the scope of the work changes;
(c) access to the collection or delivery address is restricted, hazardous or differs from that described;
(d) additional services are requested, including packing, dismantling, reassembly or extra journeys.
2.4 Quotations do not include charges for parking, tolls, ferry crossings, congestion zones or other third-party fees unless expressly stated. Such charges will be added to the final invoice where applicable.
3. Booking Process
3.1 A booking is only confirmed when the Customer has accepted the quotation, agreed to these Terms and Conditions, and paid any required deposit or advance payment notified by the Company.
3.2 The Customer is responsible for ensuring that all details provided at the time of booking are accurate, including addresses, dates, times, floor levels, access information and any special handling requirements.
3.3 The Company reserves the right to refuse or cancel any booking where it reasonably believes the work cannot be carried out safely, lawfully, or within the resources available.
3.4 Any changes to the booking requested by the Customer, including changes to dates, times or locations, are subject to availability and may result in additional charges.
4. Customer Responsibilities
4.1 The Customer must:
(a) ensure that they, or an authorised representative, are present at the agreed times for collection and delivery;
(b) arrange suitable parking or access for the Company’s vehicles at all relevant sites;
(c) inform the Company in advance of any restrictions on access, such as low bridges, narrow roads, parking limitations, stair access only, or lift restrictions;
(d) ensure that all Goods are ready for removal, adequately packed where the Company is not providing packing services, and clearly labelled when required;
(e) secure and prepare appliances and equipment in accordance with manufacturers’ instructions, including disconnection and reconnection where necessary, unless otherwise agreed as part of the Services.
4.2 The Customer must not submit for removal or storage any Goods that are hazardous, illegal, perishable, explosive or environmentally harmful, including but not limited to gas cylinders, firearms, ammunition, chemicals, paints, solvents or waste materials, unless expressly agreed in advance and compliant with applicable regulations.
5. Payments and Charges
5.1 Unless otherwise agreed in writing, payment terms are as follows:
(a) a deposit or advance payment may be required to secure the booking;
(b) the balance of the agreed charges is payable on or before completion of the Services on the moving day, or in accordance with any agreed invoice terms.
5.2 Payment must be made using the methods accepted by the Company at the time of booking. The Company is not obliged to begin or continue work unless cleared funds are received when due.
5.3 If payment is not made on the due date, the Company may:
(a) suspend or refuse to carry out the Services;
(b) charge interest on overdue amounts at the statutory rate until payment is received in full;
(c) retain possession of Goods in its custody until all outstanding sums are settled.
5.4 Any additional work requested by the Customer on the day of the move, or any delays caused by factors beyond the Company’s control, including waiting time, access issues or incomplete packing by the Customer, may incur extra charges at the Company’s prevailing rates.
6. Cancellations and Postponements
6.1 The Customer may cancel or postpone the Services by providing written notice to the Company.
6.2 The following cancellation or postponement charges may apply, based on the notice period provided:
(a) more than 7 days before the agreed date: no cancellation fee, and any deposit may be refunded or transferred, subject to the Company’s policy;
(b) between 3 and 7 days before the agreed date: a charge of up to 50 percent of the quoted price may be payable;
(c) less than 3 days before the agreed date: a charge of up to 100 percent of the quoted price may be payable.
6.3 If the Company has incurred specific costs in preparation for the Services, including third-party charges or special equipment hire, these may be payable in full in addition to any cancellation charges.
6.4 The Company may cancel or postpone the Services if:
(a) the Customer fails to pay any required sums when due;
(b) the Customer is in breach of these Terms and Conditions;
(c) adverse weather, accidents, road closures, industrial action or other events beyond the Company’s reasonable control prevent safe and timely performance;
(d) carrying out the Services would, in the opinion of the Company, pose a risk to health, safety or property.
6.5 Where the Company cancels due to circumstances within its control, any sums paid for Services not yet provided will be refunded. The Company will not be liable for indirect or consequential losses arising from cancellation or postponement.
7. Performance of Services
7.1 The Company will exercise reasonable care and skill in providing the Services and will use personnel and vehicles suitable for the agreed work, having regard to the volume of Goods and the locations involved.
7.2 The Company will make reasonable efforts to adhere to agreed dates and times but cannot guarantee exact arrival or completion times due to traffic, weather, access conditions and other factors beyond its control.
7.3 The Customer must ensure that all Goods to be taken are clearly identified and that no items are left behind in error. The Company does not accept responsibility for Goods left at the collection address unless this occurs solely due to the Company’s negligence.
8. Exclusions and Limits of Liability
8.1 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 any other liability that cannot lawfully be excluded.
8.2 Subject to clause 8.1, the Company’s liability for loss of or damage to Goods arising from its negligence or breach of contract shall not exceed the reasonable replacement value of the damaged items, up to an aggregate limit stated in the quotation or otherwise notified to the Customer.
8.3 The Company will not be liable for:
(a) loss or damage arising from wear and tear, inherent defects, latent faults or pre-existing damage to the Goods;
(b) damage to the contents of furniture, containers, drawers, wardrobes, boxes or other items that were not packed by the Company;
(c) loss of or damage to jewellery, watches, cash, documents, valuables or items of special value unless expressly declared in advance and accepted in writing by the Company;
(d) loss or damage where the Customer or a third party has packed, handled, loaded or unloaded the Goods;
(e) business interruption, loss of profits, loss of opportunity, or any indirect or consequential loss arising from or in connection with the Services.
8.4 The Company shall not be liable for delays or failure to perform the Services where such delays or failure result from events beyond its reasonable control, including but not limited to traffic congestion, road closures, extreme weather, accidents, public disturbances or acts of third parties.
8.5 The Customer must notify the Company in writing of any apparent loss or damage to Goods as soon as reasonably practicable and in any event within a reasonable period after completion of the Services. Failure to provide timely notice may adversely affect the Company’s ability to investigate and may limit any liability.
9. Insurance
9.1 The Company maintains insurance appropriate to its operations. Details of cover and applicable limits may be provided to the Customer on request.
9.2 The Customer is encouraged to obtain additional insurance, if required, to cover the full replacement value of the Goods, especially for high-value or fragile items.
10. Waste, Disposal and Environmental Regulations
10.1 The Company operates in accordance with applicable UK waste and environmental regulations when handling and disposing of unwanted items and materials.
10.2 The Company is not obliged to remove or dispose of waste, rubbish or unsorted materials unless this is expressly agreed as part of the Services and compliant with relevant regulations.
10.3 Where waste removal or disposal is agreed, the Customer confirms that the items are suitable for transport and lawful disposal and that no hazardous or prohibited materials are included without prior written agreement.
10.4 The Customer is responsible for any additional costs, charges or penalties arising from the inclusion of hazardous, contaminated or prohibited materials in Goods presented for removal or disposal without prior disclosure.
10.5 The Company may, at its discretion, segregate and dispose of recyclable materials in a compliant manner. This may incur additional charges where extra handling, transport or disposal costs are involved.
11. Access, Property Damage and Parking
11.1 The Customer must ensure safe and adequate access to both collection and delivery addresses, including clear driveways, hallways, staircases, lifts and entrances.
11.2 While the Company will take reasonable care to avoid damage to property, including floors, walls, doors and fixtures, the Customer should take appropriate precautions such as covering floors or removing vulnerable items in advance.
11.3 The Customer is responsible for obtaining any necessary permits or permissions for parking or access. Any fines, penalties or charges incurred as a direct result of the Customer’s failure to arrange suitable parking will be payable by the Customer.
12. Complaints and Dispute Resolution
12.1 If the Customer has a complaint about the Services, they should notify the Company as soon as possible, providing full details and any supporting information.
12.2 The Company will investigate all complaints in good faith and will endeavour to respond within a reasonable timeframe, proposing any appropriate remedial steps.
12.3 If a dispute cannot be resolved amicably, either party may seek to resolve the matter through mediation or other alternative dispute resolution processes before commencing formal legal proceedings, where appropriate.
13. Data Protection and Privacy
13.1 The Company will process personal data in accordance with applicable UK data protection laws.
13.2 Personal data collected from the Customer will be used for the purposes of providing the Services, managing the booking, processing payments, and meeting legal or regulatory obligations.
13.3 The Company will take reasonable steps to keep personal data secure and will not sell or share such data with third parties except where necessary to deliver the Services or as required by law.
14. Variation of Terms
14.1 The Company may amend these Terms and Conditions from time to time. The version in force at the time of confirmation of the booking will apply to the Contract, unless changes are required by law or regulation.
14.2 Any variation to these Terms and Conditions must be agreed in writing by an authorised representative of the Company.
15. Severability
15.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue in full force and effect.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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 or the Services provided by the Company.
By confirming a booking with Richmond Movers, the Customer acknowledges that they have read, understood and agreed to these Terms and Conditions.
