Terms and Conditions
St John's Wood Movers Terms and Conditions
These Terms and Conditions set out the basis on which St John's Wood Movers provides removal, packing, storage coordination and associated services. By requesting, booking or allowing our services to take place, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
These terms apply to all residential and commercial customers using our removal and related services within our service area and for any moves originating from or destined for that area, unless we have agreed alternative terms in writing.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below:
1.1 "Company", "we", "us" and "our" mean St John's Wood Movers.
1.2 "Customer", "you" and "your" mean the person, firm or company requesting or receiving the services.
1.3 "Services" means removal, packing, unpacking, loading, unloading, transportation, handling of goods, and any related services agreed between you and the Company.
1.4 "Goods" means the items, furniture, personal effects, equipment and materials that we are contracted to move, pack, handle or store on your behalf.
1.5 "Contract" means the agreement between you and the Company comprising these Terms and Conditions and any written quotation or confirmation we issue.
2. Booking Process
2.1 All bookings are subject to our acceptance and availability. A Contract is formed only when we issue written confirmation of your booking or when we commence the Services, whichever is earlier.
2.2 You may request a quotation by providing details of the collection and delivery addresses, access arrangements, property type, approximate inventory, preferred dates and any special requirements such as packing, dismantling, storage or disposal.
2.3 Quotations are based on the information supplied by you. It is your responsibility to ensure that all information is accurate, complete and up to date. Any changes to the volume of Goods, access conditions, dates, or requested services may lead to a revised quotation and price.
2.4 Our quotation is not a guarantee of availability. Dates and times are only reserved once you accept the quotation in writing or through our booking process and, where required, pay the specified deposit.
2.5 We may conduct an in-person or virtual survey to assess the volume of Goods, access conditions and other relevant factors. If you decline a survey, you accept that the quotation is based on your description alone and may be subject to adjustment if the actual requirements differ.
2.6 Any estimated time for completion of the Services is provided as a guide only and is not contractually binding, as delays may arise due to traffic, access, third parties, weather or other factors beyond our reasonable control.
3. Quotations and Pricing
3.1 Unless stated otherwise, quotations are exclusive of third-party charges such as parking permits, tolls, congestion or clean air zone charges, ferry fees and similar costs, which will be payable by you or recharged to you at cost.
3.2 Quotations normally specify whether they are based on a fixed price or hourly rate. Where priced by the hour, time is calculated from the agreed arrival time at the collection address until completion at the final destination, including any waiting time caused by factors outside our control.
3.3 We may adjust our charges if:
a) the work is significantly more extensive than originally described;
b) additional services are requested on the day, such as extra packing, dismantling, reassembly, additional journeys or additional staff;
c) there are unforeseen access restrictions, parking issues, or delays caused by you or third parties;
d) any part of the move has to be rebooked or extended to another day due to circumstances outside our control.
3.4 Unless expressly stated, our quotation does not include disconnection or reconnection of appliances, removal of fixtures or fittings, or specialized handling of high value, fragile or unusually heavy items that may require additional equipment or staff.
4. Customer Responsibilities
4.1 You are responsible for:
a) ensuring that you have the authority to move the Goods and that they are your property or that you have the owner’s permission;
b) obtaining all necessary permissions, permits, suspensions and consents for parking, loading and unloading at both collection and delivery addresses;
c) providing clear, safe and reasonable access to the property, including the removal and protection of floors, walls and fixtures where necessary;
d) securing valuables, important documents and personal items which you may prefer to carry yourself;
e) ensuring that all Goods are suitably packed and prepared for transport if you have not requested our packing services;
f) disconnecting and preparing appliances and electronic equipment prior to our arrival, unless we have agreed to provide this service.
4.2 You must not include in the Goods any items that are illegal, dangerous, explosive, corrosive, flammable, perishable, live animals, plants, or any items that we have specifically declined to transport.
4.3 You must provide us with any relevant information regarding fragile, high value or special items before the Service date so that we can consider any appropriate precautions or additional charges.
5. Payments
5.1 Unless otherwise agreed in writing, a deposit may be required to secure the booking. The deposit amount and due date will be specified in your quotation or booking confirmation.
5.2 Payment terms will be confirmed in our correspondence. As a general rule, for residential customers, payment is due no later than on completion of the Service on the moving day, or earlier where specified. For commercial or account customers, alternative terms may be agreed in writing.
5.3 We accept the payment methods set out in our booking documentation. You are responsible for ensuring that cleared funds are available by the due date.
5.4 If payment is not made when due, we reserve the right to:
a) suspend or cancel the Services;
b) charge interest on overdue sums at the statutory rate applicable to commercial debts or, where not applicable, at a reasonable rate reflective of market practice;
c) retain possession of Goods in our custody until all outstanding charges and costs are paid in full.
5.5 All charges are expressed inclusive or exclusive of VAT or other applicable taxes as stated in the quotation. Where VAT or similar taxes apply, they will be charged at the prevailing rate on the date of invoicing.
6. Cancellations and Postponements
6.1 You may cancel or postpone your booking by giving us written notice. Any applicable cancellation or postponement charges will depend on the amount of notice given.
6.2 Unless stated otherwise in your quotation, the following will typically apply:
a) more than 7 days before the scheduled Service date: deposit may be refunded or transferred at our discretion, less any non-refundable costs incurred on your behalf;
b) between 3 and 7 days before the scheduled Service date: a cancellation or postponement fee of up to 50 percent of the quoted price may be payable;
c) less than 3 days before the scheduled Service date or on the day of the move: a cancellation or postponement fee of up to 100 percent of the quoted price may be payable.
6.3 We may cancel or postpone the Services if:
a) you fail to pay any required deposit or sums by the due date;
b) access is unsafe, unlawful or significantly different from what was agreed;
c) we reasonably believe the Services may expose our staff or contractors to risk to health, safety or property beyond what is acceptable in the ordinary course of removals work;
d) we are prevented from attending due to events outside our reasonable control, such as severe weather, road closures, accidents or industrial action.
6.4 Where we cancel for reasons within our reasonable control, our liability will be limited to refunding any amounts you have paid for Services not yet performed. We will not be liable for consequential or indirect losses arising from cancellation or postponement.
7. Access, Parking and Delays
7.1 You are responsible for arranging suitable parking for our vehicles at both collection and delivery addresses and for any associated permits or suspensions required.
7.2 If access or parking is restricted, difficult or unsafe, we may:
a) refuse to carry out the Services until suitable access is arranged;
b) charge for additional time, staff or equipment reasonably required to complete the work;
c) limit the scope of the Services to what can be safely carried out.
7.3 We are not responsible for delays caused by factors outside our control, including but not limited to traffic, road closures, waiting for keys, delays in completion of property transactions, or delays caused by you or third parties. Additional waiting time or extended hours may be charged at our standard rates.
8. Liability and Limitations
8.1 We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Goods will be limited as set out in this clause unless otherwise agreed in writing.
8.2 We are not liable for:
a) loss or damage arising from your failure to adequately pack, protect or prepare Goods where packing is not performed by us;
b) deterioration of fragile or perishable items, or damage to items that are inherently unstable or defective;
c) loss of or damage to items that we have advised we cannot carry or that you have failed to declare as high value or fragile;
d) minor marks, scuffs or wear and tear reasonably attributable to normal handling in removals work;
e) indirect, consequential or purely economic loss, loss of profit, loss of opportunity, or loss of enjoyment.
8.3 Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, will be limited to a reasonable amount per item or per consignment as set out in our quotation or confirmation. If no specific figure is stated, our maximum liability will be limited to a fair estimate based on typical insurance cover for similar moves, subject to applicable law.
8.4 You may request increased liability cover or separate insurance for high value items, subject to availability and additional charges. Any such arrangement must be agreed in writing before the Service date.
8.5 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
9. Claims and Notification of Loss or Damage
9.1 You should inspect the Goods as soon as reasonably practicable after completion of the Services.
9.2 Any apparent loss or damage must be notified to us in writing as soon as possible, and in any event within a reasonable period after the Service date, providing full details and any supporting evidence.
9.3 Failure to notify us within a reasonable time may prejudice our ability to investigate and may affect the assessment of any claim, though it will not necessarily bar a valid claim where this would be inconsistent with applicable law.
9.4 We may require you to retain damaged items and packaging for inspection. You must take reasonable steps to mitigate any loss or damage.
10. Waste Regulations and Disposal
10.1 We comply with applicable waste management and environmental regulations. Any removal, transport or disposal of waste materials will be carried out in accordance with legal requirements.
10.2 You must clearly identify any items that you wish us to dispose of or take to a recycling or waste facility. Additional charges may apply for disposal, recycling fees, and any necessary handling or transport.
10.3 We will not remove or dispose of hazardous, illegal or controlled waste, including chemicals, asbestos, fuel, paint, medical waste or similar materials. You are responsible for arranging lawful disposal of any such items through appropriate specialist services.
10.4 Where we act as a carrier of waste items, you confirm that the items have been lawfully accumulated and are suitable for collection and transport. We may refuse to remove any items that we reasonably suspect may breach waste or environmental regulations.
11. Storage and Third Party Services
11.1 If we arrange storage services, either directly or via a third party provider, the terms relating to storage, access, security and insurance will either be set out in a separate agreement or notified to you in writing.
11.2 Where we introduce or coordinate services supplied by a third party, such as storage operators, specialist carriers or technicians, those services may be subject to the third party's own terms and conditions, and your contract in relation to those services may be directly with the third party.
11.3 We are not responsible for the acts or omissions of third party providers beyond our reasonable selection and coordination role, unless applicable law provides otherwise.
12. Data Protection and Privacy
12.1 We collect and use personal data only to the extent necessary to manage enquiries, provide quotations, perform the Services, handle payments and administer our relationship with you, in accordance with applicable data protection laws.
12.2 We may retain records of your bookings and contact details for a reasonable period for accounting, legal and service quality purposes. You may contact us to enquire about the personal data we hold about you and to exercise your rights under applicable data protection law.
13. Complaints and Dispute Resolution
13.1 If you are dissatisfied with any aspect of our Services, you should raise your concerns with us as soon as possible so that we can seek to resolve the issue promptly and fairly.
13.2 We will investigate complaints in good faith and may request additional information as necessary. Where appropriate, we may offer a remedy in line with our liability and the circumstances of the case.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the Services, subject to any mandatory rights you may have as a consumer under applicable law.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.
15.2 No failure or delay by either party in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy, nor preclude or restrict its further exercise.
15.3 These Terms and Conditions, together with any written quotation or confirmation we issue, constitute the entire agreement between you and us in relation to the Services and supersede any prior discussions, correspondence or understandings.
15.4 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, unless we have agreed otherwise in writing.
