Hackney Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Hackney Removals provides removal and related services to individual and business 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.

1. Definitions

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

1.1 We, us, our means Hackney Removals, the removal service provider.

1.2 You, your means the customer who orders or uses our services.

1.3 Services means removal, relocation, packing, unpacking, loading, unloading, storage arrangements and any related services we agree to provide.

1.4 Goods means the items and personal property that are the subject of the Services.

1.5 Service area means the areas in which we operate and provide removal services, including Hackney and surrounding locations, as described in our service information.

2. Scope of Services

2.1 We provide local and regional removal services, including residential and commercial moves, packing and handling of Goods, and associated transport within our service area and to other destinations in the UK as agreed.

2.2 Our Services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture or fittings, or specialist lifting and handling, unless expressly agreed in writing before the move and reflected in your booking confirmation.

2.3 We reserve the right to use sub-contractors or third-party carriers to carry out all or part of the Services. Where we do so, these Terms and Conditions will still apply.

3. Booking Process

3.1 You may request a quotation by providing details of the addresses, access conditions, dates, approximate volume or inventory of Goods, and any special requirements. Quotations are based on the information supplied by you.

3.2 A quotation is not a confirmed booking. A booking is only accepted when we send you a booking confirmation and you meet any deposit or pre-payment requirements stated in that confirmation.

3.3 You are responsible for ensuring that all information you provide is complete and accurate, including the nature and quantity of Goods, floor levels, parking arrangements, restrictions at the property, and any items requiring special handling. If, at the time of the move, the information is found to be inaccurate or incomplete, we may adjust the price, alter the Services, or, in serious cases, refuse to carry out the move.

3.4 Our quotations and bookings are subject to availability of vehicles, equipment, and staff for the agreed date and time. We may propose alternative dates or times where necessary, and a booking will be finalised once both parties agree the schedule.

3.5 Any change to your booking, including date, time, addresses, or service requirements, must be notified as soon as possible. Changes may be subject to additional charges and are always subject to availability.

4. Prices and Payment

4.1 All prices are quoted in pounds sterling and are based on the details provided by you at the time of quotation. Prices may be calculated by hourly rate, fixed price, or a combination of methods, as stated in your quotation.

4.2 Unless otherwise stated, our prices exclude congestion charges, tolls, parking fees, and other similar charges, which will be payable by you where applicable.

4.3 We may require a deposit or full pre-payment to secure your booking. The amount and timing of any deposit or pre-payment will be set out in your booking confirmation.

4.4 Any balance owed is payable in accordance with the terms stated in your booking confirmation. In most cases, payment will be due either prior to the move or immediately on completion of the Services on the agreed date.

4.5 We accept the forms of payment identified in our booking information or invoices. You must ensure that any payment method used is valid and authorised.

4.6 If payment is not made when due, we may charge interest on overdue amounts at the statutory rate and may withhold or suspend Services until payment is received in full. We may also exercise a lien over the Goods in our possession until all outstanding sums are paid.

5. Cancellations and Changes

5.1 You have the right to cancel your booking subject to the terms of this section. To cancel, you must notify us clearly and as early as possible, quoting your booking details.

5.2 If you cancel more than 7 days before the agreed service date, any deposit paid may be refundable, less any reasonable administration costs, as set out in your booking confirmation.

5.3 If you cancel 7 days or fewer before the agreed service date, we may retain part or all of your deposit or charge a cancellation fee, reflecting our reasonable losses and the likelihood that we cannot reallocate resources on short notice.

5.4 If you seek to reschedule your booking, we will try to accommodate your new preferred date and time, but cannot guarantee availability. Rescheduling at short notice may incur additional charges.

5.5 We may cancel or postpone the Services if you fail to comply with these Terms and Conditions, including failure to provide access, failure to secure required parking, failure to pay sums when due, or if we reasonably believe carrying out the Services would be unsafe, unlawful, or materially different from what was agreed.

5.6 In rare cases, we may be unable to perform or complete the Services due to events beyond our reasonable control, such as severe weather, accidents, road closures, industrial action, or other unforeseen circumstances. In such cases, we will inform you as soon as reasonably practicable and will either reschedule the Services or cancel the booking and refund any sums paid for Services not provided, but we will not be liable for consequential or indirect losses resulting from such cancellation or delay.

6. Your Responsibilities

6.1 You are responsible for:

a. Ensuring that you or an authorised representative is present at the collection and delivery addresses throughout the move to provide access, directions, and confirmations.

b. Securing suitable parking and access at both the collection and delivery addresses, including any necessary permits or authorisations, and informing us in advance of any restrictions such as narrow roads, vehicle height limits, or time limits.

c. Packing your Goods safely and appropriately if you have not purchased our packing service. We are not liable for damage caused by inadequate or defective packing carried out by you.

d. Removing and safeguarding any valuable, fragile, or personal items you do not wish us to handle, including cash, jewellery, documents, and items of sentimental value.

e. Complying with all applicable laws and regulations, including but not limited to waste and recycling rules, and not requesting us to transport any prohibited or illegal items.

6.2 You must not include in the Goods any items that are hazardous, explosive, flammable, corrosive, or otherwise dangerous, including but not limited to gas cylinders, fuel, chemicals, and illegal substances. We may refuse to transport such items and may take reasonable steps to ensure safety.

7. Waste and Environmental Regulations

7.1 We operate in accordance with applicable UK waste management and environmental regulations. We are not a general waste disposal service and will only remove items that have been agreed as part of the Services.

7.2 Where you ask us to dispose of unwanted items, we will do so lawfully using appropriate facilities or authorised partners. Additional charges may apply for disposal or recycling services, especially for bulky, heavy, or regulated items.

7.3 You must not request us to dispose of hazardous waste or regulated materials unless we have specifically agreed to provide such a service and have confirmed any additional requirements and charges in writing.

7.4 You remain responsible for ensuring that any items presented for disposal are lawful to dispose of and that you have the right to request their disposal. We accept no liability where you instruct disposal of items without proper authority.

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, or for other losses arising in connection with the Services, is subject to the limitations in this section.

8.2 We are not liable for loss or damage to Goods unless it is caused by our negligence or breach of contract. We are not liable for pre-existing damage or wear and tear, or for minor scuffs or marks that are reasonably to be expected in the course of a removal.

8.3 We are not liable for loss or damage to the following types of items, whether in contract, tort, or otherwise, unless we have expressly agreed in writing to handle them and you have arranged appropriate insurance:

a. Jewellery, watches, precious metals, stones, or similar valuables.

b. Money, securities, or financial documents.

c. Important documents, manuscripts, or irreplaceable records.

d. Items of special value, including works of art or antiques.

8.4 Our total liability for loss or damage to Goods, whether arising from negligence, breach of contract, or otherwise, is limited to the lower of their reasonable replacement value or a sum specified in your booking confirmation or applicable insurance level.

8.5 We are not liable for any indirect, consequential, or economic loss, including loss of profit, loss of earnings, or loss of business, even if such loss was foreseeable.

8.6 We are not liable for loss or damage resulting from:

a. Your failure to pack Goods safely where you have undertaken your own packing.

b. Handling of Goods against our advice or where Goods are too large, heavy, or fragile for safe movement.

c. Dismantling or reassembly of furniture or appliances carried out at your request where we are not specialist fitters.

d. Goods left unattended or without our supervision.

e. Normal deterioration, atmospheric or climatic conditions.

8.7 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 under applicable law.

9. Claims and Complaints

9.1 You should inspect the Goods and the premises as soon as reasonably possible after completion of the Services. If you believe that any item has been lost or damaged, or that we have not performed the Services with reasonable care and skill, you must notify us promptly.

9.2 Any apparent loss or damage to Goods should be reported to us on the day of the move where possible, or in any event within 7 days of completion of the Services, providing reasonable details and any available evidence.

9.3 Failure to notify us within this period may affect our ability to investigate and may reduce or extinguish any potential liability, except where the law provides otherwise.

9.4 We will review and respond to complaints in a fair and timely manner. You agree to cooperate with any reasonable requests for information or evidence to help us assess your complaint.

10. Access, Property and Parking

10.1 You must ensure that there is safe and reasonable access to the collection and delivery addresses, including clear hallways, staircases, and doorways, and that any lifts are available and suitable for use.

10.2 If our staff reasonably believe that access is unsafe or that moving particular items would cause damage to the property or present a risk of injury, we may refuse to move those items or may move them subject to a waiver of liability for resulting damage.

10.3 You are responsible for arranging any necessary parking permissions or permits in advance. You are liable for any parking penalties or similar charges incurred as a result of your failure to arrange suitable parking.

11. Insurance

11.1 We maintain insurance cover appropriate for a professional removal service. Details of our insurance and any applicable limits may be provided on request or outlined in your booking documentation.

11.2 You are encouraged to arrange your own additional insurance if the value of your Goods exceeds our standard limits or if you require cover for items that fall within excluded categories.

12. Data Protection and Privacy

12.1 We will process your personal data in accordance with applicable UK data protection laws. We use your information to manage your booking, provide the Services, handle payments, and communicate with you.

12.2 We may retain records of your booking and communications for a reasonable period for administrative, legal, and accounting purposes.

13. Governing Law and Jurisdiction

13.1 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.

13.2 You and we agree that 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 to bring claims in other jurisdictions.

14. General Provisions

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

14.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall it prevent or restrict any further exercise of that or any other right or remedy.

14.3 These Terms and Conditions, together with your booking confirmation and any agreed written variations, constitute the entire agreement between you and us in relation to the Services and supersede any prior discussions or representations.

14.4 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 Services, unless we agree otherwise in writing.