Clerkenwell Removals Service Terms and Conditions
These Terms and Conditions set out the basis on which Clerkenwell Removals provides removal and related services to residential and business customers within the United Kingdom. By placing a booking with us, you agree that these Terms and Conditions will govern the contract between you and Clerkenwell Removals.
Please read these terms carefully before confirming your booking. If you do not agree with any part of these Terms and Conditions, you should not proceed with your booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below:
Company means Clerkenwell Removals.
Customer means the person, firm or organisation who requests the services and enters into a contract with the Company.
Services means any removal, packing, unpacking, storage, delivery, waste removal or associated services carried out by the Company.
Goods means the items of property which are the subject of the Services.
Contract means the agreement between the Customer and the Company incorporating these Terms and Conditions.
2. Scope of Services
The Company provides domestic and commercial removal services, including the loading, transport and unloading of Goods, together with optional packing, unpacking, furniture disassembly and reassembly, and related services. The precise scope of the Services will be as set out in the quotation or booking confirmation supplied to the Customer.
Unless expressly agreed in writing, the Services do not include:
Disconnecting, reconnecting, dismantling or reassembling appliances or fittings that require specialist skills or certification.
Removal of fixed floor coverings, wall coverings, or fixtures attached to the property.
Handling of items that are prohibited, unsafe or illegal to transport under applicable law or regulation.
3. Booking Process
3.1 Enquiries and quotations
The Customer may request a quotation by providing accurate information about the properties involved, access and parking arrangements, the nature and quantity of Goods, and any special requirements such as packing, dismantling, or storage. The Company may conduct a site visit or a virtual survey before issuing a quotation.
3.2 Quotations
All quotations are provided on the basis of the information supplied by the Customer and are valid for a limited period as stated in the quotation. Quotations are estimates of the likely cost and are not binding if the information supplied is incomplete or inaccurate, or if circumstances change materially before or during the move.
3.3 Confirming a booking
A booking is only confirmed when the Customer has accepted the quotation, agreed to these Terms and Conditions, and paid any required deposit. The Company reserves the right to decline any booking without providing a reason.
3.4 Changes to booking details
The Customer must notify the Company promptly of any changes to dates, addresses, access arrangements, the volume or nature of Goods, or required Services. Significant changes may require a revised quotation and may affect availability. The Company does not guarantee that requested changes to dates or times can be accommodated.
4. Access, Parking and Restrictions
The Customer is responsible for ensuring suitable access and parking at all collection and delivery addresses. This includes arranging any necessary permits, suspensions or permissions required by local authorities or property managers.
If adequate access is not available, or if waiting times are incurred due to access issues, the Company may charge reasonable additional fees to cover extra time, labour, or equipment required. Where access is particularly restricted, the Company may need to use smaller vehicles or make multiple trips, which may also result in additional charges.
5. Customer Responsibilities
The Customer agrees to:
Ensure that all Goods are ready for transport at the agreed time, except where the Company is providing packing services.
Securely pack all items, unless packing services have been booked, using suitable materials and containers to withstand normal handling and transport.
Remove or secure any valuables, important documents, money, jewellery or items of exceptional value, which the Company recommends the Customer transports personally.
Provide accurate information about any heavy, fragile, or unusual items, including pianos, safes, large appliances, or delicate equipment.
Be present, or appoint an authorised representative to be present, at both collection and delivery addresses to oversee the move and sign relevant documents.
6. Payments and Charges
6.1 Deposits
The Company may require a deposit to secure the booking. The amount and due date of any deposit will be set out in the quotation or booking confirmation. Deposits are generally non-refundable, subject to the cancellation terms set out in these conditions.
6.2 Balance payments
Unless otherwise agreed in writing, the balance of the charges is payable before or on the day of the move, prior to unloading. The Company is not obliged to begin or complete the Services if payment has not been received.
6.3 Methods of payment
Accepted payment methods will be detailed in the quotation or booking confirmation. The Customer must ensure cleared funds are available by the due date.
6.4 Additional charges
Additional charges may apply where:
The move takes longer than estimated due to factors outside the Company’s control, such as delays in gaining access, waiting for keys, or additional Goods not previously disclosed.
There are unforeseen obstacles or restrictions, such as lifts out of order, long carries, or limited vehicle access.
The Customer requests additional Services on the day, such as extra packing, dismantling, or additional trips.
Reasonable additional charges will be discussed with the Customer where possible before they are incurred.
6.5 Late payments
If any sums due under the Contract are not paid on time, the Company may charge interest at the prevailing statutory rate on the overdue amount, calculated daily until payment is made. The Customer will also be responsible for any reasonable costs incurred by the Company in recovering overdue payments.
7. Cancellations and Postponements
7.1 Customer cancellations
If the Customer wishes to cancel the booking, they must notify the Company as soon as possible. The following cancellation charges may apply, unless otherwise stated in the quotation or booking confirmation:
More than 10 working days before the scheduled move date: loss of any deposit paid, but no further charge.
Between 5 and 10 working days before the scheduled move date: up to 50 percent of the quoted charges.
Less than 5 working days before the scheduled move date: up to 100 percent of the quoted charges.
The Company will act reasonably in applying cancellation charges and may reduce or waive charges at its discretion.
7.2 Postponements by the Customer
Requests to change the move date are subject to availability. If the Customer requests a postponement at short notice, the Company may apply similar charges to those for cancellation, particularly where the Company has incurred costs or reserved resources that cannot be redeployed.
7.3 Cancellations by the Company
The Company may cancel or suspend the Services if:
The Customer has not paid required sums by the due date.
Carrying out the Services would be unsafe or unlawful.
Events beyond the Company’s reasonable control prevent the Services from being carried out, such as severe weather, accidents, or major transport disruptions.
In such cases, the Company will refund any payments for Services not provided, but will not be liable for any indirect loss, such as loss of earnings or costs arising from delays in property transactions.
8. Excluded and Prohibited Items
Unless expressly agreed in writing, the Company will not transport:
Money, jewellery, watches, precious metals, securities or valuables.
Important documents such as passports, legal documents, financial papers or deeds.
Perishable items, plants or animals.
Hazardous, flammable, explosive, corrosive or toxic materials, including gas cylinders, paints, solvents, petrol, fireworks or chemicals.
If such items are included in the Goods without the Company’s knowledge, the Company will have no liability for loss or damage arising from them and may arrange for their removal, disposal or making safe at the Customer’s cost.
9. Liability for Loss or Damage
9.1 Duty of care
The Company will exercise reasonable care and skill in providing the Services. The Company’s liability is limited as set out in these Terms and Conditions.
9.2 Limited liability
Subject to any mandatory rights the Customer may have under applicable law, the Company’s liability for loss of or damage to Goods arising from its negligence or breach of contract shall be limited to a reasonable amount based on the value of the Goods and the charges paid for the Services. Specific limits may be stated in the quotation.
9.3 Exclusions of liability
The Company will not be liable for:
Loss or damage arising from the Customer’s failure to pack items properly when packing is carried out by the Customer.
Normal wear and tear, scratching, scuffing or minor dents that may occur during handling and transport.
Loss or damage arising from defects or inherent weaknesses in the Goods, including fragile materials, aged items or pre-existing damage.
Loss or damage to items removed or transported against the Company’s advice.
Loss or damage resulting from Acts of God, extreme weather, war, terrorism, riots, strikes, or other events beyond the Company’s reasonable control.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.
9.4 Reporting loss or damage
The Customer must inspect the Goods as soon as reasonably possible after delivery. Any apparent loss or damage should be reported to the Company in writing within a reasonable period, along with evidence such as photographs and a description of the affected items. Delay in notification may affect the ability to investigate and, where applicable, process any claim.
10. Insurance
The Company maintains appropriate insurance cover for its activities, subject to policy terms, conditions and exclusions. The Customer is strongly advised to ensure that they have adequate insurance in place for their Goods during the move, and to check whether their existing household or business insurance covers removals.
11. Waste Regulations and Disposal
11.1 Compliance with waste laws
The Company operates in compliance with relevant UK waste and environmental regulations. Certain items must be disposed of only at authorised facilities, and some may be subject to restrictions or additional charges.
11.2 Waste removal services
Where the Customer requests the removal of unwanted items for disposal, this must be agreed in advance and will be quoted separately. The Company will not remove or dispose of items classified as hazardous or controlled waste unless specifically authorised and licensed to do so.
11.3 Prohibited waste
The Company will not collect or dispose of:
Clinical, medical or biological waste.
Asbestos or materials containing asbestos.
Industrial chemicals, oils, fuels or similar substances.
If such items are presented for collection without prior agreement, the Company may refuse to handle them and may charge a reasonable call-out or waiting fee.
11.4 Duty of care
The Customer remains responsible for ensuring that any items presented for disposal can legally be handled as general or bulky waste. By engaging the Company to remove waste, the Customer confirms that they have the right to dispose of those items and that they are not stolen, hazardous, or otherwise unsuitable for normal disposal routes.
12. Delays and Events Beyond Control
The Company will use reasonable efforts to carry out the Services on the agreed dates and within proposed timeframes, but timing is not guaranteed. The Company is not liable for delays caused by factors beyond its reasonable control, including but not limited to traffic conditions, road closures, severe weather, mechanical breakdowns, delays in property transactions, or the actions or omissions of third parties.
If a significant delay occurs, the Company will keep the Customer informed where practicable and will take reasonable steps to complete the Services as soon as conditions allow.
13. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Services, they should raise the issue as soon as possible with the Company so that it can be addressed promptly. The Company will investigate complaints fairly and in good faith, and will endeavour to resolve issues by agreement where possible.
Nothing in this clause affects the Customer’s legal rights under UK consumer law where applicable.
14. Data Protection and Privacy
The Company will handle personal data in accordance with applicable data protection law. Personal information provided by the Customer will be used only for the purposes of administering the booking, providing the Services, fulfilling legal obligations and, where appropriate, keeping in touch about related services in line with any stated preferences.
15. Governing Law and Jurisdiction
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.
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, except that consumers resident elsewhere in the United Kingdom may also bring proceedings in their local courts where required by law.
16. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or regulator, that provision shall be deemed modified to the extent necessary to make it valid, lawful and enforceable, or, if that is not possible, deleted. The remaining provisions shall remain in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Customer and the Company regarding the Services and supersede any prior understandings, statements or representations, whether oral or written.
