Hackney Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Hackney Removals provides removal and related services to residential and commercial customers. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

These Terms and Conditions apply to all removal, packing, storage, delivery, and associated services carried out by Hackney Removals within its operating areas and any other locations agreed in writing.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

1.1 Hackney Removals, we, us, our means the removal service provider trading under the name Hackney Removals.

1.2 Customer, you, your means the individual, company or organisation that requests, books, or uses our services.

1.3 Services means any removal, packing, unpacking, loading, unloading, storage, furniture dismantling or reassembly, delivery, or associated services provided by us.

1.4 Goods means the personal belongings, furniture, equipment, or other items that you ask us to move, handle, or store.

1.5 Contract means the contract between you and us for the supply of services, formed when we confirm acceptance of your booking.

2. Quotation and Service Description

2.1 Any quotation we provide is based on the information you supply, including property access, volume of goods, distance, parking arrangements, and any special handling requirements.

2.2 Quotations are not binding if the information provided by you is incomplete, inaccurate, or changes before the service date. We reserve the right to revise our quotation or charge additional fees where additional work, time, or resources are required.

2.3 Unless expressly stated otherwise, our quotation does not include the disconnection or reconnection of appliances, removal of doors or windows, dismantling of large or specialist items, removal of fixtures or fittings, or the handling of items subject to special regulations.

2.4 Quotations are valid for a limited period as stated in the quotation. If no period is stated, they are valid for 30 days from the date of issue, subject to availability of resources and any changes in applicable charges such as fuel or congestion costs.

3. Booking Process

3.1 A booking request may be made by you verbally or in writing. The booking is not confirmed until we issue a booking confirmation specifying the services to be provided, the service date, and the agreed price or charging structure.

3.2 We may require a deposit or full payment in advance to secure your booking. Any booking is subject to availability of vehicles, staff, and other resources on the requested date and time.

3.3 It is your responsibility to check the details on the booking confirmation and promptly notify us of any errors or discrepancies. We are not liable for any issues arising from incorrect or incomplete information supplied by you.

3.4 We reserve the right to decline or cancel a booking at our discretion, including where we reasonably believe that the work cannot be undertaken safely or lawfully, or where payment terms have not been met.

4. Access, Parking and Your Responsibilities

4.1 You must ensure adequate access to both the collection and delivery locations, including safe and legal parking for our vehicles as close as reasonably possible to the property entrances.

4.2 It is your responsibility to obtain any required parking permits, dispensations, or authorisations from local authorities or property management. Any parking fines or penalties incurred as a result of inadequate or incorrect permissions may be added to your invoice.

4.3 You must ensure that stairways, lifts, corridors, and entrances are clear, safe, and suitable for the movement of goods. Where the presence of obstacles or unsafe conditions makes the work significantly more difficult or hazardous, we may adjust our charges or refuse to carry out part or all of the services.

4.4 You must be present, or represented by an authorised adult, at the property during collection and delivery to guide our staff, confirm items to be moved, and sign any relevant documentation.

5. Packing, Preparation and Excluded Items

5.1 Unless we have agreed to provide packing services, you are responsible for ensuring that all goods are properly packed, protected, and ready for transport before our team arrives. Fragile items should be suitably wrapped and boxed.

5.2 You must remove or secure any loose parts, shelves, or accessories and empty all drawers, wardrobes, and appliances unless we agree otherwise in writing.

5.3 The following items must not be included in any goods given to us to move or store and we accept no responsibility for loss or damage relating to them if you do so without our prior written consent.

a. Cash, jewellery, watches, precious metals or stones, or items of high value or sentimental importance.

b. Securities, deeds, documents, or financial instruments.

c. Perishable items, plants, animals, or live organisms.

d. Dangerous or prohibited goods including but not limited to flammable, explosive, corrosive, toxic, or pressurised materials such as gas cylinders, petrol, solvents, paints, or fireworks.

5.4 If any excluded items are found, we may refuse to transport them or may dispose of them safely at your cost.

6. Payments and Charges

6.1 Our charges are set out in the quotation or price list current at the time of booking. Charges may be a fixed fee or based on hourly rates, journey distance, and any additional services requested.

6.2 Unless we agree otherwise in writing, payment of any required deposit is due upon booking and the balance is due no later than on completion of the services on the service date.

6.3 We accept payment by methods specified to you at the time of booking. We do not accept payment by methods not expressly offered to you in advance.

6.4 Where payment is not received by the due date, we reserve the right to charge interest on overdue amounts at the statutory rate and to withhold or suspend services until payment is made in full.

6.5 Additional charges may apply where the work takes longer than estimated due to reasons beyond our control, including but not limited to waiting time due to delays in access, keys, or completion, additional or oversized items not disclosed at the time of quotation, or extended travel or parking time.

7. Changes, Postponement and Cancellations

7.1 You may request changes to the date, time, or scope of services, subject to availability and our agreement. We are not obliged to accommodate changes and may treat substantial changes as a new booking.

7.2 If you cancel or postpone your booking, the following cancellation terms will apply unless otherwise stated in your quotation or booking confirmation.

a. Cancellation more than 7 days before the service date: any deposit may be refunded or credited at our discretion, less any non-refundable costs incurred by us.

b. Cancellation between 2 and 7 days before the service date: we may retain all or part of the deposit and may charge up to 50 percent of the quoted price.

c. Cancellation less than 2 days before the service date or on the service date: we may charge up to 100 percent of the quoted price.

7.3 If you are not present or ready to proceed at the agreed time and location, or if we are unable to gain access or safely undertake the work, this may be treated as a late cancellation and the relevant charges may apply.

7.4 We may cancel or postpone the services due to circumstances beyond our reasonable control, including extreme weather, accidents, road closures, vehicle breakdown, staff illness, or other operational issues. In such cases, we will seek to reschedule the services within a reasonable time. Our liability to you will be limited to a refund of any prepayments for services not provided.

8. Conduct of Work and Your Duty to Supervise

8.1 Our staff will use reasonable care and skill when handling your goods and property. You or your representative must be available during the work to provide instructions, identify items to be moved or left, and confirm placement of items on delivery.

8.2 You are responsible for checking that the correct goods have been loaded and unloaded. We are not liable for any loss or confusion arising from your failure to properly supervise or identify items.

8.3 Where you ask our staff to perform tasks that carry a higher risk of damage, such as moving large or heavy items via tight staircases, balconies, or through restricted access, we may request that you sign a disclaimer or refuse to carry out such tasks if they cannot be done safely.

9. Liability for Loss or Damage

9.1 We will exercise reasonable care in handling and transporting your goods. However, our liability is subject to the limitations in this clause.

9.2 We are not liable for loss or damage arising from inherent defects, pre-existing damage, weak or unstable construction, poor packing by you, or the normal risks associated with moving items such as minor scuffs or scratches.

9.3 Our total liability for loss of or damage to goods, or for damage to property, whether arising from negligence, breach of contract, or otherwise, shall be limited to the lower of the cost of repair, the current market value of the item, or a reasonable monetary cap as stated in your quotation or booking confirmation.

9.4 We are not liable for any indirect or consequential loss, including loss of profit, loss of income, loss of opportunity, or any losses arising from delays, missed appointments, or changes in your arrangements.

9.5 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event no later than seven days after completion of the services. You must provide evidence of the loss or damage and allow us a reasonable opportunity to inspect and, where appropriate, repair or replace the item.

9.6 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited or excluded by law.

10. Waste, Disposal and Environmental Regulations

10.1 We are not a general waste disposal contractor. We will only remove waste or unwanted items where this has been expressly agreed as part of the services and in compliance with relevant waste and environmental regulations.

10.2 Certain items, including electrical equipment, construction waste, hazardous materials, and large quantities of household or commercial waste, may require specialist disposal. We may refuse to remove such items or may arrange disposal through authorised channels at additional cost to you.

10.3 You must not ask us to transport or dispose of any items in a manner that would breach local waste, recycling, or environmental laws. If we incur costs, fines, or penalties due to your failure to disclose the nature of items or due to your instructions, we may recover those costs from you.

10.4 Where we agree to dispose of items on your behalf, ownership of those items passes to us at the point of collection for disposal, and you warrant that you have full authority to dispose of them.

11. Storage Services

11.1 Where we agree to provide storage services, goods will be stored in suitable facilities or with trusted third-party providers. Specific terms, charges, and insurance arrangements for storage will be communicated to you separately and will form part of the contract.

11.2 Storage charges are payable in advance at the intervals specified. We may exercise a lien over stored goods in the event of non-payment and may ultimately sell or dispose of goods after giving reasonable notice, applying any proceeds against outstanding charges and costs.

12. Insurance

12.1 We maintain appropriate insurance for our operations. However, our insurance may not cover the full replacement value of all items.

12.2 You are encouraged to obtain your own insurance cover for goods in transit and storage, particularly for high value or fragile items. We are not responsible for any shortfall between our liability limits and your actual loss.

13. Complaints and Dispute Resolution

13.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our staff on the day where possible so that we can seek to resolve it immediately.

13.2 If the matter is not resolved, you should submit a written complaint giving full details of your concerns, including dates, locations, and any supporting evidence. We will investigate and respond within a reasonable timeframe.

13.3 Both parties will use reasonable efforts to resolve disputes amicably. If a dispute cannot be resolved, either party may seek remedies through the courts as set out in the governing law clause.

14. Data Protection and Privacy

14.1 We collect and process personal data necessary to provide our services, including your name, contact details, service addresses, and payment information.

14.2 Your personal data will be stored and used in accordance with applicable data protection legislation. We will only share your data with third parties where necessary to deliver the services, process payments, or comply with legal obligations.

14.3 By using our services, you consent to the processing of your personal data for the purposes of fulfilling the contract and managing our relationship with you.

15. Force Majeure

15.1 We are not liable for any delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control, including but not limited to severe weather, natural disasters, accidents, road closures, strikes, pandemics, or legal restrictions.

15.2 If a force majeure event occurs, we will inform you as soon as reasonably possible and will seek to rearrange the services once the event has ended or its impact has lessened.

16. Variation of Terms

16.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time your booking is confirmed will apply to your contract.

16.2 Any changes to the specific terms of your booking must be agreed in writing. No verbal variation or representation made by our staff will be binding unless confirmed in writing by us.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any contract between you and us are governed by and interpreted in accordance with the laws of England and Wales.

17.2 Any disputes or claims arising out of or in connection with these Terms and Conditions or the services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Severability

18.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

19. Entire Agreement

19.1 These Terms and Conditions, together with the quotation, booking confirmation, and any other documents expressly referred to, constitute the entire agreement between you and us and supersede any prior discussions, correspondence, or understandings relating to the subject matter.

By confirming a booking with Hackney Removals or using our services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.