Colliers Wood Removals Service Terms and Conditions
These Terms and Conditions set out the basis on which Colliers Wood Removals provides removal, relocation, packing, storage coordination and related services within the United Kingdom. By making a booking, confirming a quotation, or allowing work to proceed, you agree to be bound by these Terms and Conditions.
References to we, us and our refer to Colliers Wood Removals. References to you and your refer to the customer who places the booking or on whose behalf a booking is made.
1. Scope of Services
1.1 We provide domestic and commercial removal services including the loading, transport and unloading of goods, and, where agreed in writing, packing, unpacking, furniture dismantling and reassembly.
1.2 Our services are provided primarily within our usual service area, which includes Colliers Wood and surrounding districts, but we may also undertake moves to and from other locations within the UK by agreement.
1.3 Any additional services, special handling requirements or access issues must be disclosed at the time of quotation and confirmed when booking. Failure to do so may result in additional charges or, in some cases, our refusal to carry out the work if it cannot be completed safely or lawfully.
2. Booking Process
2.1 You may request a quotation by providing full details of the property, items to be moved, access arrangements, dates, and any special requirements. Quotations are usually based on the information you provide and may be subject to survey or further clarification.
2.2 A quotation is not a binding contract until it is accepted by you and confirmed by us. Acceptance may be by written confirmation, electronic confirmation or payment of a deposit, as specified at the time of booking.
2.3 You are responsible for ensuring that all information provided is accurate and complete. If on the day of the move it becomes apparent that the work required differs materially from that described at the time of quotation, we may revise the price or, if necessary, decline to carry out elements of the work that cannot be undertaken safely or reasonably within the agreed time and resources.
2.4 Bookings are subject to availability. We do not guarantee availability for any specific date or time until we have confirmed your booking.
2.5 Any estimated time of arrival is approximate and may be affected by traffic, weather, road closures or other circumstances beyond our control. We will use reasonable endeavours to attend within a reasonable window but cannot accept liability for delays caused by factors outside our reasonable control.
3. Quotations and Pricing
3.1 Unless stated otherwise, quotations are valid for a limited period from the date of issue. After this period, we reserve the right to revise our prices.
3.2 Our quotation will specify whether it is based on an hourly rate, a fixed fee, or a combination of both. Additional charges may apply in certain circumstances, including but not limited to:
a. Delays caused by you or by third parties under your control, such as waiting for keys or for access to be granted.
b. Additional items not originally declared or substantial increases in volume or weight.
c. Difficult access including long carrying distances, flights of stairs, or use of lifts where not previously advised.
d. Work outside standard working hours, where not included in the original quotation.
e. Parking charges, fines or permits associated with carrying out the work.
3.3 Any parking arrangements or permissions required at collection or delivery addresses are your responsibility unless expressly agreed otherwise in writing.
4. Payments and Charges
4.1 Payment terms will be stated at the time of booking. We may require a deposit to secure your chosen date, with the balance payable prior to or on completion of the move, depending on the service type and your customer status.
4.2 Payments must be made using the accepted payment methods specified by us. Cash payments, if accepted, must be made to our authorised representative and a receipt should be obtained.
4.3 If payment is not received when due, we reserve the right to:
a. Suspend or cancel the service.
b. Charge interest on overdue amounts at the statutory rate until paid in full.
c. Retain possession of your goods (a lien) until all outstanding sums have been paid.
4.4 If we exercise a lien over your goods and payment remains outstanding, we may after giving you reasonable notice arrange for the sale or disposal of some or all of the goods to recover our costs and charges. Any surplus will be returned to you after deduction of our reasonable costs.
5. Cancellations, Postponements and Amendments
5.1 You may cancel or postpone your booking by giving us notice. The amount of notice required and any applicable charges will be notified to you at the time of booking. As a guideline, the following may apply unless otherwise stated:
a. More than 7 days before the booked date: deposit may be refunded or transferred, subject to any administrative charge.
b. Between 2 and 7 days before the booked date: a proportion of the quoted price may be payable, up to the full deposit.
c. Less than 2 days before the booked date or on the day: up to the full quoted price may be charged.
5.2 If you wish to change the date, time or scope of work, we will try to accommodate this, but it will depend on our availability and the nature of the changes. Additional charges may apply.
5.3 We may cancel or postpone your booking if:
a. You fail to meet the payment terms.
b. We reasonably believe that carrying out the work would be unsafe, unlawful or impossible due to access, structural, health and safety or other serious concerns.
c. Circumstances beyond our reasonable control (such as severe weather, accidents, industrial action or road closures) make it impracticable to undertake the work.
5.4 In the event that we cancel due to reasons within our control, our liability will be limited to refunding any payments you have made for the cancelled service. We are not liable for consequential losses such as lost wages, alternative accommodation, or penalties under other contracts.
6. Your Responsibilities
6.1 You are responsible for:
a. Ensuring proper access and parking at collection and delivery addresses, including arranging permits if required.
b. Packing your goods safely and securely where we have not agreed to provide packing services.
c. Disconnecting and reconnecting appliances unless we have expressly agreed to undertake this work.
d. Removing or securing fixtures and fittings that are not to be moved.
e. Ensuring that any fragile, high value or special items are clearly identified and appropriately packed.
6.2 You must not ask our staff to undertake any work that is unsafe, unlawful or outside the scope of normal removal activities, such as electrical, plumbing or structural work, unless this has been separately agreed with competent professionals.
6.3 You must ensure that children, pets and other vulnerable persons are kept safe and away from hazardous areas during the removal process.
7. Goods That We Do Not Move
7.1 We will not move, store or handle any of the following without prior written agreement and appropriate arrangements:
a. Explosive, flammable, corrosive, toxic or other hazardous materials.
b. Gas cylinders, fuel, paints, chemicals or similar items.
c. Perishable goods that may deteriorate during transit or storage.
d. Live animals or plants.
e. Illegal goods or items whose possession or transport may be unlawful.
7.2 If such items are found among your goods without our prior knowledge, we may remove, dispose of or leave them behind without liability, and you may be liable for any related costs, damages or regulatory action.
8. Liability and Insurance
8.1 We will exercise reasonable care and skill in providing our services. Our liability for loss of or damage to your goods while in our custody or control is subject to the terms set out in this section.
8.2 We do not accept liability for:
a. Damage to items that are inherently fragile or have a pre-existing defect, including but not limited to brittle materials, weakened joints or items assembled from flat-pack components.
b. Damage arising from inadequate or unsuitable packing where packing has been carried out by you or a third party.
c. Loss or damage where we have been prevented from packing, handling or loading items in a safe and suitable manner due to your instructions or constraints imposed by the property.
d. Loss of or damage to valuables such as money, jewellery, watches, precious metals, personal documents or collections, unless we have specifically agreed in writing to handle such items and you have provided an accurate declaration of value.
8.3 Our total liability for loss or damage to your goods, whether arising from negligence, breach of contract or otherwise, is limited to a reasonable valuation of the goods or the cost of repair, subject to any specific limitations stated in our quotation or insurance terms.
8.4 You are encouraged to arrange your own additional insurance cover if the standard protection or limits are not sufficient for your needs.
8.5 We are not liable for indirect or consequential losses, including but not limited to loss of profit, loss of enjoyment, loss of opportunity, or accommodation costs resulting from delays, damage or loss, except where such liability cannot lawfully be excluded.
8.6 Any claim for loss or damage must be notified to us in writing as soon as reasonably practicable and within any timeframe specified in our documentation. You must provide reasonable evidence of loss or damage, such as photographs, receipts or expert reports if requested.
9. Property Damage
9.1 We will take reasonable care to avoid damage to property while carrying out our services. However, we shall not be liable for:
a. Wear and tear or minor marks to floors, walls or fittings reasonably incidental to the moving of large or heavy items.
b. Damage where the structure, fixtures or fittings are weak, defective or unsuitable for the required manoeuvre and you have insisted that we proceed.
9.2 If we cause significant damage to property through negligence, our liability will be limited to the reasonable cost of repair or reinstatement, subject to any applicable exclusions and limitations under these Terms and Conditions.
10. Waste, Disposal and Environmental Regulations
10.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste collection service and will not remove or dispose of household rubbish, fly-tipped materials or construction debris unless specifically agreed as part of a separate service.
10.2 Where we agree to remove unwanted items, this will be subject to additional charges based on volume, type of material and any applicable disposal or recycling fees.
10.3 Items classed as hazardous, controlled or special waste will only be removed if we have the necessary authorisation, facilities and documentation in place, and where you have clearly identified such items in advance.
10.4 We may refuse to remove or transport any items that would cause us to breach waste, environmental, transport or health and safety regulations.
11. Delays Outside Our Control
11.1 We will not be responsible for any delay or failure to perform our obligations if such delay or failure results from events or circumstances beyond our reasonable control, including but not limited to extreme weather, accidents, road closures, traffic congestion, industrial disputes, public emergencies or acts of authorities.
11.2 Where an event outside our control occurs, we will take reasonable steps to minimise its effects and will, where practical, agree a new date or time for the work to be carried out.
12. Complaints and Dispute Resolution
12.1 If you are dissatisfied with any aspect of our service, you should raise the issue with our team as soon as possible so that we have an opportunity to address it promptly.
12.2 If the issue cannot be resolved informally on the day, you should submit a written complaint providing full details of your concerns and any supporting evidence. We will investigate and respond within a reasonable timeframe.
12.3 We aim to resolve disputes amicably wherever possible. If a dispute cannot be resolved through our internal process, the matter may be referred to an appropriate alternative dispute resolution service or to the courts, as applicable.
13. Data Protection and Privacy
13.1 We will collect and process your personal data in order to provide our services, manage bookings, process payments and handle enquiries or complaints.
13.2 Your personal information will be handled in accordance with applicable data protection laws in the UK. We will only share your details with third parties where necessary to provide the service, comply with legal obligations, or where you have given your consent.
14. General Provisions
14.1 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between you and us in relation to the services described. Any other terms or representations are excluded unless expressly agreed in writing.
14.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
14.3 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract with us.
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 the services we provide, shall be governed by and interpreted in accordance with the laws of England and Wales.
15.2 You and we agree that 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.
By proceeding with a booking or allowing us to carry out removal services, you acknowledge that you have read, understood and agreed to these Terms and Conditions.