Waterloo Removals Terms and Conditions
1. Introduction
These Terms and Conditions set out the basis on which Waterloo Removals provides removal and associated services to private and business customers within the United Kingdom. By making a booking with Waterloo Removals, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.
References to we, us, and our are to Waterloo Removals. References to you and your are to the customer who requests and receives our services. These Terms and Conditions apply to all services provided unless otherwise agreed in writing prior to the service date.
2. Definitions
In these Terms and Conditions, the following definitions apply:
Booking means a confirmed arrangement for us to provide services on a specified date or dates.
Services means removal, packing, loading, transport, unloading, and any related activities agreed between you and us.
Goods means the items, belongings, furniture, equipment, and other property which you ask us to move, pack, transport, or store.
Quotation means the written or verbal price estimate we provide to you for the services requested, which may be fixed or subject to variation as specified.
3. Scope of Services
We provide domestic and commercial removal services, which may include packing and unpacking, disassembly and reassembly of furniture, loading and unloading, and transport of goods between properties within the United Kingdom. Our service area typically covers local and regional moves, together with longer distance relocations across the UK.
Any additional services requested on the day of the move, or after the original booking is made, are subject to availability and may incur additional charges. We reserve the right to refuse the handling or transport of any items that, in our reasonable opinion, are unsafe, illegal, excessively fragile, or otherwise unsuitable for transport.
4. Booking Process
You may make a booking following a quotation or estimate provided by us. Bookings may be arranged after an in-person survey, online assessment, or telephone consultation where you provide details about the properties, access, and items to be moved.
A booking is not confirmed until we have accepted your request and you have agreed to these Terms and Conditions. In some cases, we may require a deposit to secure the booking. If a deposit is required, the booking will only be confirmed once the deposit has been received by us.
You are responsible for providing accurate and complete information about the volume and nature of the goods, access restrictions, parking availability, and any special requirements. If the information provided is incomplete or inaccurate, we reserve the right to adjust the quotation, change the services, or cancel the booking with applicable charges.
5. Quotations and Pricing
Our quotations are based on the information you provide and the services requested. Quotations may be offered as a fixed price or as an estimate. Where a quotation is stated as an estimate, the final price may vary depending on the actual time taken, volume of goods, access conditions, or other factors arising on the day of the move.
Unless clearly stated otherwise, quotations do not include customs duties, parking fees, congestion charges, tolls, storage charges, or any additional third-party costs. Such charges will be payable by you in addition to the quoted price.
We reserve the right to revise our prices if:
There is a significant change in the volume or nature of the goods.
Access at either property is materially different from what was described.
The move date or service scope is changed by you.
Delays occur outside our control, resulting in significant extra time spent on site or in transit.
6. Payments
Unless otherwise agreed in writing, payment terms are as follows:
Any required deposit must be paid at the time of booking.
The remaining balance is generally payable before or on the day of the move, prior to completion of unloading.
For business customers or extended projects, alternative payment terms may be agreed in writing.
We accept common payment methods as specified in our communications or invoices. You are responsible for ensuring that cleared funds are available by the time payment is due. We reserve the right to withhold or suspend services where payment has not been made in accordance with the agreed terms.
If payment is not made when due, we may charge interest on the outstanding amount at a reasonable rate and may pursue recovery of the debt, including any associated legal or collection costs.
7. Changes, Postponements, and Cancellations
If you wish to change your booking, including the date, time, or scope of services, you must notify us as early as possible. Changes are subject to availability and may result in revised pricing.
You may cancel your booking by giving us notice. Our standard cancellation terms are:
If you cancel more than a specified number of working days before the agreed move date, any deposit may be refunded or partially refunded at our discretion, subject to any administrative costs already incurred.
If you cancel within a shorter notice period, you may forfeit your deposit and may be required to pay a percentage of the quoted price, reflecting our lost opportunity to allocate that time to another customer.
We reserve the right to cancel or postpone the services in the event of circumstances beyond our reasonable control, including but not limited to severe weather, road closures, accidents, illness, mechanical breakdowns, or safety concerns. In such cases, we will aim to rearrange the booking at the earliest suitable opportunity. Our liability for such postponements or cancellations is limited to any prepaid sums for services not yet provided.
8. Your Responsibilities
You agree to:
Ensure that you, or a nominated representative, are present at the agreed locations and times to provide access and instructions.
Arrange suitable parking at both the collection and delivery addresses and obtain any necessary permits or permissions.
Ensure that the property is safe and that access routes are clear and suitable for moving goods.
Properly prepare and secure your goods, unless packing services have been agreed with us.
Remove or secure any personal documents, jewellery, valuables, cash, and other high-value items, which we strongly recommend you transport personally.
Comply with all applicable laws and regulations relating to the goods to be moved, including health and safety requirements.
9. Items We Do Not Move
We will not carry or handle the following types of items unless agreed in writing in advance and suitably prepared:
Hazardous materials, flammable substances, explosives, or chemicals.
Illegal goods or substances, or items obtained unlawfully.
Firearms, ammunition, or other weapons.
Perishable food items, unless specifically agreed as part of a short local move.
Animals, plants, or live organisms.
Any item that, in our reasonable opinion, may pose a risk to health and safety, or to other goods.
If prohibited items are discovered during the move, we may refuse to move them and may terminate the services without refund in serious cases.
10. Liability and Insurance
We will exercise reasonable skill and care in providing our services. Our liability for loss of or damage to goods is subject to the limitations set out in this section.
We are not liable for:
Normal wear and tear, or minor scuffs and scratches occurring in the normal course of moving.
Damage to items that are inherently fragile, have a pre-existing defect, or are not adequately packed by you where we have not provided packing services.
Loss or damage arising from your failure to fully disclose the nature or value of goods, or to follow our reasonable instructions.
Loss of data or information contained on electronic devices or media.
Any indirect or consequential loss, such as loss of profit, loss of opportunity, or emotional distress.
Our liability for any single item or for the total consignment may be limited to a specified amount, as set out in our quotation or separate insurance terms. You may be able to obtain additional insurance cover from us or a third party for higher-value items. If you do not arrange such cover, you accept that our liability will be limited.
You must notify us in writing of any loss or damage as soon as reasonably possible, and in any event within a reasonable period after the move, to allow us to investigate and consider any claim. Failure to notify us within this period may affect our ability to assess and resolve your claim.
11. Access and Property Damage
You are responsible for ensuring suitable access to both the collection and delivery properties, including clear hallways, staircases, lifts, and doorways. If access is restricted, we may not be able to complete the move as planned, or additional charges may apply for extra time, equipment, or manpower required.
We will take reasonable care to avoid damage to property while carrying out the move. However, we are not liable for damage:
To premises or property where you have instructed us to carry out work against our advice, such as moving large items through narrow spaces.
To fixtures, fittings, or the structure of the building, where such damage arises from inherent defects or weakness not visible at the time.
To driveways, gardens, or access routes, where we have been requested to drive or park in areas not clearly designed for heavy vehicles.
12. Waste, Disposal, and Environmental Regulations
We operate in accordance with UK waste and environmental regulations. We are not a general waste disposal company but may offer removal and disposal of certain items as an additional service where agreed in advance.
You must not ask us to dispose of hazardous waste, controlled substances, or items regulated by specific environmental laws unless we have explicitly agreed and are appropriately licensed to do so.
Where we agree to remove unwanted items or waste:
You confirm that you have the right to dispose of such items.
We will handle disposal in a lawful and environmentally responsible manner, using licensed waste facilities where applicable.
Additional charges may apply for disposal services, based on weight, volume, type of material, and any applicable fees.
We may refuse to collect or dispose of any items that, in our reasonable opinion, breach environmental, waste, or health and safety regulations.
13. Delays and Events Beyond Our Control
We will make reasonable efforts to arrive and complete the move within the agreed times. However, we are not liable for delays caused by events outside our reasonable control, including but not limited to traffic conditions, accidents, road works, extreme weather, breakdowns, or actions of third parties.
If such events significantly affect our ability to perform the services, we may rearrange the booking or adjust the schedule. Any additional waiting time or extended working hours caused by such delays may be chargeable, provided we act reasonably.
14. Complaints and Dispute Resolution
If you are dissatisfied with any aspect of our services, you should raise the issue with our team as soon as possible during the move so that we have an opportunity to address it. For more formal complaints, you should contact us in writing with full details of the issue and any supporting information.
We will review your complaint, investigate as needed, and aim to respond within a reasonable timeframe. Where appropriate, we may offer a remedy such as a partial refund or contribution to repair costs, subject to the liability limitations in these Terms and Conditions.
15. Data Protection and Privacy
We collect and process personal data in order to provide our services, manage bookings, and communicate with you. We will handle your information in accordance with applicable UK data protection laws. We will not sell your personal data to third parties. We may share information with trusted partners where necessary to perform our contract with you, for example for vehicle hire, storage, or waste disposal services, and always in a manner consistent with legal requirements.
16. Governing Law and Jurisdiction
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.
You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or relating to these Terms and Conditions or the services we provide.
17. General Provisions
If any part of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that part shall be deemed modified to the minimum extent necessary or severed, and the remaining provisions shall continue in full force and effect.
No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy. Any variation to these Terms and Conditions must be agreed in writing by an authorised representative of Waterloo Removals.
These Terms and Conditions constitute the entire agreement between you and us in relation to the services, and supersede any prior understandings, communications, or agreements, whether written or oral, relating to the same subject matter.
