These Terms and Conditions set out the basis on which Tower Hill Removals provides home and business removal and associated services within the United Kingdom. By making a booking, paying a deposit or allowing our team to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
In these Terms and Conditions:
Company means Tower Hill Removals.
Customer means the person, firm or organisation purchasing services from the Company.
Services means any removal, packing, storage, delivery, clearance or associated services provided by the Company.
Goods means all items handled, packed, transported or stored by the Company on behalf of the Customer.
Order means the written or verbal agreement confirming the Customer's acceptance of a quotation or service proposal.
The Company provides local and regional removal, packing and related services within the United Kingdom. The precise scope of work will be set out in the quotation or booking confirmation, including but not limited to:
House and flat moves.
Office and commercial relocations.
Packing and unpacking services.
Furniture dismantling and reassembly where agreed in advance.
Short-term handling, loading and unloading services.
Waste removal and clearance services where specifically agreed and compliant with UK regulations.
Any additional services are subject to separate agreement and may incur additional charges.
3.1 Quotations
a. All quotations are based on the information provided by the Customer, including property access, size and quantity of Goods, any special items, and distance between addresses.
b. Quotations are normally given as a fixed price or hourly rate. The basis of the quotation will be stated clearly to the Customer.
c. Quotations are valid for a limited period from the date of issue as stated by the Company. After this period the Company reserves the right to revise pricing.
3.2 Booking Confirmation
a. A booking is not confirmed until the Customer has accepted the quotation and any required deposit or prepayment has been received by the Company.
b. The Customer is responsible for checking that all details on the quotation and booking confirmation are accurate, including addresses, dates, times and any special instructions.
c. Any changes to the booking requested by the Customer may affect the price and availability. Changes are subject to the Company's written or verbal confirmation.
3.3 Access and Information
a. At the time of booking, the Customer must inform the Company of any potential access issues, such as restricted parking, narrow roads, height restrictions, internal or external stairs, or lift access.
b. The Customer must advise the Company of any particularly heavy, bulky, fragile or high-value items that require special handling or equipment.
c. Failure to provide accurate information may result in additional charges, delays, or in extreme cases the Company refusing to undertake part or all of the work for safety or legal reasons.
4.1 Pricing
a. The price for the Services will be as set out in the accepted quotation or as subsequently agreed in writing or verbally.
b. Prices may include separate charges for materials such as boxes, wrapping, protective covers and any specialist equipment.
c. Parking fees, congestion charges, tolls and similar costs incurred in the performance of the Services may be charged to the Customer where not already included in the quotation.
4.2 Deposits and Payment Terms
a. The Company may require a deposit or full prepayment to secure a booking. The amount and timing will be advised at the time of quotation.
b. Unless otherwise agreed, any balance is payable on or before completion of the Services on the day of the move.
c. The Company reserves the right to withhold commencement or completion of Services if payment terms are not met.
4.3 Additional Charges
a. Additional charges may apply where:
i. Work takes longer than originally estimated due to circumstances outside the Company's control, including but not limited to delays in gaining access, keys not being available, or waiting time for loading or unloading.
ii. Extra Goods or services are requested that were not included in the original quotation.
iii. Access is more difficult than stated, requiring extra labour, equipment or time.
iv. The Customer or any third party requires services outside normal working hours.
b. Additional charges will be calculated on the Company's current rates and payable by the Customer.
4.4 Overdue Payments
a. If any sum due to the Company is not paid when due, the Company reserves the right to charge reasonable interest and any administrative costs associated with the recovery of the debt.
b. The Company may suspend or withhold Services, or retain Goods where permitted by law, until any outstanding balance is paid in full.
5.1 Customer Cancellations
a. Cancellations must be notified directly to the Company as soon as possible.
b. The Company may apply cancellation charges based on the notice given prior to the scheduled start time:
i. More than 7 days notice: deposit or prepayment may be refunded or transferred at the Company's discretion, less any reasonable administrative costs.
ii. Between 2 and 7 days notice: a proportion of the quoted price may be charged to cover booked resources and lost work.
iii. Less than 48 hours notice: the Company reserves the right to charge up to 100 percent of the quoted price.
5.2 Customer Postponements
a. If the Customer requests to change the date or time of the booking, the Company will make reasonable efforts to accommodate the change, subject to availability.
b. Postponements may be treated in the same way as cancellations for the original date, and charges may apply depending on the notice period.
5.3 Company Cancellations
a. The Company reserves the right to cancel or postpone Services due to circumstances beyond its reasonable control, including but not limited to severe weather, road closures, accidents, illness, vehicle breakdowns or legal restrictions.
b. In such cases the Company will notify the Customer as soon as reasonably possible and will offer an alternative date or a refund of any prepayments received for the affected Services. The Company is not liable for any indirect or consequential losses arising from such cancellations.
6.1 Preparation of Goods and Premises
a. The Customer must ensure that all Goods are ready for removal at the agreed time, unless the Company has agreed to provide packing services.
b. The Customer must ensure that all corridors, stairways, entrances and exits are clear and accessible, and that any necessary permissions for parking or access have been obtained.
c. The Customer is responsible for securing all personal and sensitive items, and for removing any items that are not to be transported.
6.2 Prohibited and Restricted Items
a. The Customer must not present for removal any of the following without the Company's prior written consent:
i. Hazardous, explosive, corrosive or flammable materials including petrol, gas cylinders, paints, chemicals or similar items.
ii. Perishable goods, live plants or animals.
iii. Illegal goods or items obtained unlawfully.
b. The Company may refuse to handle or remove any item it reasonably believes to be unsafe, illegal or otherwise unsuitable.
6.3 Attendance
a. The Customer or an authorised representative must be present at the collection and delivery addresses to provide access, instructions and confirmation of completion.
b. If no representative is present, the Company will act as it considers appropriate in order to complete the work safely and efficiently. The Company shall not be liable for any loss arising from such decisions.
7.1 General Liability
a. The Company will exercise reasonable care and skill in providing the Services. However, liability is subject to the limitations set out in these Terms and Conditions.
b. The Company will not be liable for any loss or damage that is not reasonably foreseeable, or for indirect or consequential losses such as loss of profits, loss of business, or loss of opportunity.
7.2 Loss or Damage to Goods
a. The Company will take reasonable steps to protect Goods during handling and transport. Some minor scuffs, marks or wear can occur during normal moving activities and the Company is not liable for purely cosmetic damage that does not affect function, unless caused by negligence.
b. The Company will not be liable for:
i. Loss or damage arising from inherent defects, weaknesses or pre-existing damage in the Goods.
ii. Damage to flat-pack furniture or furniture that is unsuitable for disassembly or movement once assembled.
iii. Damage arising from inadequate packing by the Customer where the Company has not provided packing services.
iv. Loss or damage where Goods are not properly disclosed, labelled or identified.
7.3 Property Damage
a. The Company will take reasonable care to avoid damage to property at collection and delivery addresses. However, the Customer should take reasonable steps to protect floors, walls and fixtures where appropriate.
b. The Company is not responsible for normal wear, minor marks or superficial damage arising from moving large items through tight spaces where the Customer has requested that work be attempted despite clear access limitations.
7.4 Claims Procedure
a. Any loss or damage that the Customer believes has been caused by the Company must be reported to the Company as soon as reasonably possible and in any event within a reasonable period after completion of the Services.
b. The Customer must provide details and evidence of any alleged loss or damage. Failure to notify within a reasonable period may affect the Company's ability to properly investigate and handle the matter.
7.5 Maximum Liability
a. To the fullest extent permitted by law, the Company's total liability for any claim arising out of or in connection with the Services shall not exceed the total amount paid by the Customer for those Services, unless a higher limit is expressly agreed in writing.
b. Nothing in these Terms and Conditions limits or excludes the Company's liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be limited or excluded.
8.1 Waste Handling
a. Where the Company agrees to remove waste, rubbish or unwanted items, such services will be carried out in accordance with applicable UK waste and environmental regulations.
b. The Customer must accurately describe the type and quantity of waste or unwanted items to be removed. Certain items may require special handling or cannot be accepted at all.
8.2 Prohibited Waste
a. The Company will not remove hazardous waste, clinical waste, asbestos, chemicals, solvents, gas bottles, fuel, contaminated materials or any item requiring specialist disposal unless specifically agreed and lawfully authorised.
b. If prohibited items are presented as general waste, the Company may refuse to remove them or may charge additional fees to deal with them in compliance with regulations.
8.3 Duty of Care
a. The Company will take reasonable steps to ensure that any waste or cleared items are transferred to properly authorised facilities or carriers.
b. The Customer remains responsible for ensuring that any items requested for disposal are legally suitable for removal and that any necessary consents from landlords, local authorities or other parties have been obtained.
a. Neither the Company nor the Customer shall be responsible for any failure or delay in performing their obligations where such failure or delay is due to events beyond their reasonable control, including but not limited to severe weather, road closures, traffic incidents, strike action, public emergencies or other unforeseen circumstances.
b. In the event of such delays, the Company will make reasonable efforts to complete the Services as soon as practicable, but is not liable for any associated indirect losses.
a. The Customer is encouraged to ensure that all Goods are appropriately insured for transit and temporary storage, either through existing household or business insurance or by arranging additional cover where necessary.
b. Risk in the Goods remains with the Customer at all times, except where loss or damage is directly and solely caused by the Company's proven negligence.
a. If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible, allowing the Company an opportunity to investigate and address the matter.
b. The Company will review complaints fairly and promptly, and will communicate the outcome and any proposed resolution to the Customer.
a. The Company will collect and use personal data provided by the Customer for the purposes of delivering the Services, handling payments, and managing customer relationships.
b. The Company will handle personal data in accordance with applicable UK data protection laws and will not sell or misuse customer information.
a. 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.
b. The parties 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.
a. If any provision of these Terms and Conditions is or becomes invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. Any such modification or deletion shall not affect the validity of the remaining provisions.
b. These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services, and supersede any prior understandings or arrangements, whether written or oral.
c. No variation of these Terms and Conditions shall be effective unless it is made in writing and agreed by an authorised representative of the Company.
d. The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the Company's prior written consent.
e. No failure or delay by the Company to exercise any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.
