Redbridge Removals Terms and Conditions of Service
These Terms and Conditions set out the basis on which Redbridge Removals provides residential and commercial removal, packing, storage, and related services in the United Kingdom. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
1.1 Redbridge Removals, we, us, our means the removal services provider trading under the name Redbridge Removals.
1.2 Customer, you, your means the individual, business, or organisation that requests and/or uses our services.
1.3 Services means any removal, packing, unpacking, loading, unloading, storage, waste transfer, or other services provided by us.
1.4 Goods means the items, belongings, furniture, equipment, and any other property which we are requested to handle, transport, or store.
1.5 Contract means the agreement between you and us for the provision of services, as evidenced by our written quotation, booking confirmation, and these Terms and Conditions.
2. Scope of Services
2.1 We provide home and office removal services, including local moves, longer-distance moves within the UK, packing and unpacking, loading and unloading, and, where agreed, short-term storage.
2.2 Any services to be provided will be set out in our written quotation or booking confirmation. We are not obliged to perform any services that are not expressly agreed in writing.
2.3 We reserve the right to use suitable vehicles, equipment, and personnel of our choice in order to perform the services safely and efficiently.
3. Booking Process
3.1 You may request a quotation by providing accurate information about the locations, access conditions, dates, and nature and volume of goods to be moved.
3.2 Quotations are normally based on the information you provide. Any quotation is subject to survey and may be revised if the information supplied is incomplete, inaccurate, or changes.
3.3 A booking is only confirmed when you have accepted our quotation in writing or via our booking system, and when we have acknowledged your acceptance. Until then, dates and times remain provisional and subject to availability.
3.4 You are responsible for checking that all details in the quotation and booking confirmation are correct, including addresses, dates, contact details, and the scope of services. Any requested change must be communicated to us as soon as possible and is subject to our agreement and potential price adjustment.
3.5 We reserve the right to refuse any booking at our sole discretion, for example where access is unsafe, the work is not reasonably practicable, or where legal or regulatory requirements would not be met.
4. Access, Parking, and Preparation
4.1 You must ensure that we have suitable access to the collection and delivery addresses, including clear routes to and from the property and within the property itself.
4.2 You are responsible for arranging any necessary parking permissions, permits, or suspensions required for our vehicles. Any parking charges, fines, or penalties that arise from inadequate arrangements or restrictions not disclosed to us will be charged to you.
4.3 You must ensure that the property is ready for removal at the agreed time, with all goods properly packed where you are undertaking packing yourself. Fragile items must be adequately protected and clearly marked.
4.4 We are not responsible for dismantling or reassembling furniture, disconnecting or reconnecting appliances, or removing fixtures or fittings unless this has been expressly agreed and appears in the quotation.
5. Payments and Charges
5.1 Our charges are as stated in the quotation or booking confirmation, which may be on a fixed-fee basis or an hourly rate, depending on the nature of the job.
5.2 Unless otherwise agreed in writing, payment terms are as follows:
a. A deposit may be required to secure your booking, payable by the date shown in the quotation or booking confirmation.
b. The balance is payable before or on the day of the move, and in any event before unloading at the delivery address.
5.3 We may charge additional fees for:
a. Waiting time caused by delays outside our control, such as late key release, access restrictions, or incomplete packing.
b. Extra labour or equipment required due to unforeseen access issues, structural barriers, or significantly greater volume of goods than disclosed.
c. Work carried out outside normal working hours at your request or due to delays not caused by us.
5.4 All payments must be made in cleared funds using the payment methods we specify. We reserve the right to refuse to commence or continue services if payment has not been made in accordance with these terms.
5.5 In the event of late or non-payment, we may charge interest on overdue amounts at the statutory rate and may retain possession of goods until all sums owed have been settled in full.
6. Cancellations and Changes
6.1 If you need to cancel or postpone your booking, you must notify us as soon as possible in writing or by another agreed method of communication.
6.2 Our standard cancellation charges are as follows unless otherwise stated in your quotation:
a. Cancellation or postponement more than 7 days before the scheduled date: no cancellation fee, and any deposit may be refunded or transferred at our discretion.
b. Cancellation or postponement between 3 and 7 days before the scheduled date: up to 50 percent of the quoted price may be charged.
c. Cancellation or postponement less than 3 days before the scheduled date or on the day of the move: up to 100 percent of the quoted price may be charged.
6.3 If we need to cancel or rearrange your booking due to circumstances beyond our reasonable control, such as extreme weather, vehicle breakdown, staff illness, or legal restrictions, we will notify you as soon as reasonably practicable and offer an alternative date or a refund of any amounts paid for services not delivered. We will not be liable for any indirect or consequential losses arising from such cancellation.
7. Customer Responsibilities
7.1 You warrant that you are the owner of the goods or have full authority from the owner to enter into this contract for the services.
7.2 You must not ask us to move or handle any items that are illegal, dangerous, explosive, corrosive, or otherwise hazardous, including but not limited to firearms, ammunition, flammable liquids, gas cylinders, chemicals, or stolen goods.
7.3 You are responsible for removing and safeguarding valuable items such as cash, jewellery, important documents, and irreplaceable items prior to the removal. These should not be included with the goods to be moved.
7.4 You must ensure that appliances are defrosted, drained, and disconnected prior to the move unless we have specifically agreed to carry out such tasks.
7.5 You must provide us with any necessary information relating to access, building restrictions, lifts, narrow roads, or other relevant conditions that could affect the performance of the services.
8. Our Responsibilities
8.1 We will exercise reasonable care and skill in carrying out the services and will take practical steps to protect your goods while they are in our custody and control.
8.2 We will use appropriate handling equipment and methods to move your goods in a safe and efficient manner, taking into account access conditions and any known risks.
8.3 We will comply with relevant UK laws and regulations applicable to removal operations, including those relating to road safety, vehicle use, and waste transfer.
9. Liability for Loss or Damage
9.1 Our liability for loss of or damage to goods is limited as set out in this section, and you are advised to arrange your own suitable insurance cover where appropriate.
9.2 We will not be liable for any loss or damage arising from:
a. Faulty or inadequate packing carried out by you or a third party not instructed by us.
b. Normal wear and tear, gradual deterioration, or inherent defect in the goods.
c. Atmospheric or climatic conditions, including damp, mould, or temperature changes.
d. Handling of particularly fragile or delicate items where no special packaging or handling instructions were provided.
9.3 Our total liability for loss of or damage to goods, whether caused by negligence or otherwise, shall be limited to a reasonable cost of repair or replacement, up to a maximum per job as stated in our quotation or other written communication. If no specific limit is stated, our maximum liability per job shall be limited to a reasonable sum, reflecting the nature and value of the work.
9.4 We will not be liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss of enjoyment.
9.5 We will not be liable for any loss or damage unless you notify us in writing as soon as reasonably possible, and in any event within 7 days of the occurrence or of the delivery of the goods, whichever is later. You must give us a reasonable opportunity to inspect any alleged damage.
10. Excluded Items
10.1 We do not accept responsibility for the loss of, or damage to, the following items unless we have expressly agreed in writing to handle them and suitable insurance and packing arrangements have been made:
a. Jewellery, watches, precious metals, stones, or items of high individual value.
b. Money, credit cards, vouchers, or negotiable instruments.
c. Important documents such as passports, certificates, legal or financial papers.
d. Livestock, pets, plants, or perishable goods.
10.2 If any such items are included without our knowledge or agreement, they are moved entirely at your own risk.
11. Waste Regulations and Disposal
11.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal service and will not remove household refuse or unlawful waste.
11.2 Where we agree to remove unwanted items, furniture, or materials, such removal will be carried out under relevant waste carrier and disposal rules. Additional charges may apply for this service.
11.3 We will only dispose of items at licensed facilities or through authorised channels. We will not be responsible for any items left behind that you did not clearly identify as waste or for disposal.
11.4 You must not request us to dispose of hazardous or prohibited waste, including chemicals, paint, asbestos, gas canisters, or clinical waste. Such items must be handled through specialised and legally compliant channels.
12. Delays and Events Beyond Our Control
12.1 We will make reasonable efforts to adhere to agreed dates and times, but these are estimates and may be affected by traffic, weather, access restrictions, or other factors beyond our control.
12.2 We are not liable for any delay or failure to perform the services caused by events beyond our reasonable control, including but not limited to extreme weather, accidents, road closures, strikes, acts of terrorism, or public health restrictions.
12.3 If such an event occurs, we will inform you as soon as reasonably practicable and, where possible, arrange an alternative date or time for the services.
13. Storage Services
13.1 Where storage is included in the services, the terms of storage, including charges, access arrangements, and any special conditions, will be set out in writing.
13.2 Goods in storage may be subject to separate insurance arrangements and limitations of liability, which will be explained to you before the commencement of storage.
14. Complaints
14.1 If you are dissatisfied with any aspect of our services, you should raise the matter as soon as possible with our representative on site, so that we may attempt to resolve the issue promptly.
14.2 If the matter is not resolved at the time, you should submit a written complaint within 7 days of the move or completion of services, setting out full details of the issue and any loss or damage claimed.
14.3 We will investigate your complaint and respond within a reasonable period, seeking to achieve a fair and practical resolution where appropriate.
15. Data Protection and Privacy
15.1 We will collect and process your personal data for the purposes of providing quotations, bookings, and services, and for administrative and legal purposes related to our business.
15.2 We will handle your personal data in accordance with applicable UK data protection laws and will only share your information where necessary to perform the contract, comply with the law, or with your consent.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with any services provided by us, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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.
17. General Provisions
17.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
17.3 These Terms and Conditions, together with our quotation and booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior agreements or understandings, whether written or oral.
17.4 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.
By confirming a booking with Redbridge Removals, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
