Hammersmith Removals Service Terms and Conditions

These Hammersmith removals terms and conditions set out the basis on which our moving and clearance services are provided. By making a booking, confirming an estimate, or allowing our team to begin work, the customer agrees to these terms. They are designed to create a clear understanding between the customer and Hammersmith Removals regarding service scope, pricing, responsibilities, access, cancellations, and liability. If any part of these terms is unclear, the customer should review them carefully before confirming a booking.

These terms apply to domestic and commercial moves, single-item collections, dismantling and reassembly services, packing assistance, furniture handling, and related support services offered by Hammersmith Removals. They are intended to work alongside the written quote, booking confirmation, and any special instructions agreed in advance. In the event of any conflict, the specific written terms on the quotation or booking confirmation may take priority over general wording in this document, provided they do not conflict with applicable law.

A booking is only considered confirmed once the customer has accepted the estimate or quotation, provided the required booking details, and received confirmation from us. The customer must ensure all information supplied at the time of booking is accurate and complete, including the collection and delivery addresses, access conditions, parking restrictions, item descriptions, floor levels, and any restrictions affecting the move. If any details change after confirmation, the customer must inform us as soon as reasonably possible so the booking can be reassessed.

We may provide an estimate based on information supplied by the customer, but final charges can change if the actual job differs from the original description. Examples include additional items, heavier or more fragile goods, delays caused by access problems, waiting time, or extra labour required. Hammersmith Removals reserves the right to revise the quote where the service conditions materially change. Any revised pricing will be explained to the customer before additional work proceeds, where reasonably practicable.

Customers are responsible for ensuring that the property and items are ready on the agreed date and time. This includes securing parking where necessary, making keys available if required, clearing access routes, disconnecting appliances where appropriate, and ensuring that items to be moved are accurately identified. Failure to prepare the premises adequately may result in delays, additional charges, or the need to reschedule. We will always aim to be flexible, but our team cannot accept responsibility for avoidable delays caused by incomplete preparation or inaccurate information.

For bookings made at short notice, timing may be subject to operational availability. Any arrival time provided is an estimated window rather than a strict guarantee unless expressly agreed in writing. Delays caused by traffic, weather, breakdowns, or circumstances beyond our control do not automatically entitle the customer to cancel without charge. We will make reasonable efforts to communicate any significant delay and to continue the service as efficiently as possible.

Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due on the day of service, immediately upon completion, or in advance for certain bookings. We may request a deposit to secure the date, particularly for larger moves, peak periods, or work involving special handling. Any deposit paid may be treated as part-payment toward the final invoice, subject to cancellation and forfeiture rules stated below.

Accepted payment methods may vary and will be confirmed in advance. The customer must ensure sufficient funds are available and that any card or account details provided are valid and authorised. Where payment is not received on time, we may charge reasonable late payment costs and interest to the extent permitted by law. We may also suspend or refuse future services until outstanding sums are paid in full. All prices are, unless stated otherwise, exclusive of any applicable taxes or third-party fees that are separately disclosed.

If the service requires parking permits, tolls, congestion charges, storage fees, access equipment, or disposal charges, these may be added to the invoice where they have been incurred in delivering the agreed service. We will normally try to identify such costs in advance, but some charges arise only during the job and may need to be passed on to the customer. Any reasonable disbursements made on the customer’s behalf form part of the total amount payable under the Hammersmith removals service agreement.

Cancellations should be made as soon as possible. Because staff, vehicles, and time slots are reserved in advance, cancellation charges may apply depending on when the cancellation is made. Where a booking is cancelled after confirmation but before the service date, any deposit may be retained in full or in part to reflect administrative costs and loss of availability. The closer the cancellation is to the service date, the more likely it is that charges will apply.

If the customer wishes to reschedule, we will try to accommodate a new date, but availability cannot be guaranteed. A rescheduled booking may be treated as a cancellation followed by a new booking if the original slot can no longer be held. Where the customer changes the scope of the work, for example by adding extra collections, storage needs, or dismantling requirements, a revised estimate may be issued. Customers are encouraged to confirm all changes in writing so there is no misunderstanding about the final arrangement.

We may cancel or postpone a booking if unsafe conditions exist, if access is not available, if the customer fails to provide essential information, or if events beyond our control make performance impracticable. In such cases, we will aim to rearrange the service where possible. If cancellation is caused by circumstances attributable to us, any prepaid sum relating to the unperformed portion of the service will normally be refunded, subject to lawful deductions for work already completed.

Customers must ensure that items are properly packed, labelled, and suitable for transit unless packing has been expressly included in the service. Fragile, high-value, or sentimental items should be disclosed in advance, and the customer should consider arranging specialised protection where necessary. Our team may refuse to move items that are unsafe, prohibited, severely damaged, leaking, improperly secured, or likely to cause harm. The customer remains responsible for confirming that all goods are lawful to transport and are owned by them or that they have authority to move them.

Liability is limited to losses directly caused by our negligence or breach of contract, and only to the extent permitted by law. We are not responsible for pre-existing damage, normal wear and tear, inherent defects, poor packaging by the customer, or issues caused by items being unsuitable for transport. If the customer requests that goods be moved in a way contrary to our advice, any resulting loss may fall outside our responsibility. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be limited.

If damage or loss is alleged, the customer should notify us promptly and provide reasonable evidence, including photographs where appropriate. We may require the customer to allow inspection before repairs or disposal take place. Our liability for any accepted claim will ordinarily be limited to the reasonable repair cost, replacement value of the affected item, or the cost of rectifying the issue, whichever is lower and legally appropriate. No claim will be considered for indirect or consequential losses such as loss of earnings, missed appointments, or inconvenience, except where such exclusion is unlawful.

Where a service includes rubbish removal, clearance, or disposal of unwanted items, both parties must comply with applicable waste regulations and environmental laws. The customer must accurately describe the waste or items to be removed so that we can determine whether they can be collected lawfully and whether any special handling is required. We reserve the right to decline items that are hazardous, contaminated, illegal, or unsuitable for general disposal without prior arrangement and lawful processing.

The customer must not request disposal of materials that require specialist licensing or controlled treatment unless this has been expressly agreed in writing and all legal requirements can be met. This includes, without limitation, asbestos, chemicals, solvents, medical waste, pressurised containers, oils, batteries, refrigerants, and other regulated materials. If such items are discovered during a job and were not disclosed in advance, we may stop work, charge for time already spent, and require the customer to arrange compliant handling through the correct channels.

In accordance with waste carrier obligations and related legislation, any waste we remove will be handled, transported, and disposed of through lawful means. Where items are suitable for reuse, recycling, or donation routes, we may separate them as part of responsible disposal practice, subject to the customer’s instructions and any service-specific arrangements. The customer confirms that they have the legal right to dispose of the items handed over and that they are not being used to conceal prohibited or unsafe materials.

If the customer asks us to remove items from shared premises, rented accommodation, or commercial sites, they must ensure that any required permissions have been obtained from landlords, managing agents, building management, or other relevant parties. We are not responsible for fines, access denials, or delays arising from the customer’s failure to secure permission. Where building rules apply, such as time restrictions, lift booking procedures, or protective covering requirements, the customer must inform us in advance so we can plan accordingly.

Any property left behind after completion of a move or clearance may be handled according to reasonable operational procedures. We will usually attempt to contact the customer regarding forgotten items, but we are not obliged to store them indefinitely. If storage is agreed, storage charges and conditions may apply. The customer should check the vehicle, premises, and delivered items carefully at the end of the job and raise any obvious concerns before our team leaves the site.

Hammersmith Removals may use subcontractors or third-party service providers to complete all or part of the work, provided that the overall standard of service is maintained. Any subcontractor engaged by us will act under instructions consistent with these terms. The customer may not assign, transfer, or resell the service without our written agreement. We may transfer our rights and obligations under these terms where this does not materially reduce the service standard or legal protections available to the customer.

We will take reasonable care when handling goods and property, but the customer remains responsible for protecting floors, walls, door frames, and access points that are especially vulnerable. If the customer requires additional protective materials or specialist handling, this must be requested before the job begins and may incur extra charges. Our team may refuse to perform actions that are unsafe or likely to cause damage, including moving overweight items without suitable access or lifting items that require equipment not supplied for the booking.

Force majeure events, including severe weather, fire, flooding, industrial action, road closures, or other events outside our reasonable control, may delay or prevent performance of the service. In such circumstances, we will use reasonable efforts to find a practical solution, but we will not be liable for delays or failures caused by the event itself. Any obligation suspended by such an event will resume when it becomes reasonably possible to continue.

These terms may be updated from time to time. The version in force at the time of booking will apply to that booking unless a later change is required by law or agreed expressly by both parties. If any provision is found invalid or unenforceable, the remainder will continue in force. No waiver of any term will be effective unless stated clearly in writing, and any delay in enforcing a right will not prevent that right being enforced later.