Terms and Conditions
Colliers Wood Removals Terms and Conditions
These Terms and Conditions set out the basis on which Colliers Wood Removals provides domestic and commercial removal and associated services within the United Kingdom. By booking a removal service, 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.
Company means Colliers Wood Removals, the removal service provider.
Customer means the individual, business, or organisation booking and paying for the services.
Services means any removal, packing, loading, unloading, transportation, storage, or related services supplied by the Company.
Goods means all items, furniture, personal belongings, equipment, and other property which are the subject of the Services.
Premises means the collection, access, and destination addresses where Services are to be carried out.
Contract means the legally binding agreement between the Company and the Customer for the supply of Services in accordance with these Terms and Conditions.
2. Scope of Services
The Company provides residential and commercial removal services including loading, transportation, unloading, and where agreed, packing and unpacking. Services are provided within the United Kingdom, with a primary service area including Colliers Wood and surrounding London districts.
The exact scope of the Services, including the addresses, dates, times, number of operatives, vehicle size, and any additional services such as packing materials or dismantling, will be set out in the booking confirmation provided to the Customer.
The Company will not handle or transport prohibited items including but not limited to explosives, flammable or hazardous substances, illegal items, perishable goods, live animals, or items which may cause damage to property, vehicles, or personnel.
3. Booking Process
3.1 Quotations
All quotations are based on the information provided by the Customer at the time of enquiry, including the volume of Goods, access conditions, property layout, parking arrangements, and distance between locations. Quotations are normally provided as a fixed price for the described work, subject to these Terms and Conditions.
Quotations are valid for a limited period as communicated by the Company and may be withdrawn or amended if the booking is not confirmed within that time or if the Customer supplies new or different information.
3.2 Booking Confirmation
A Contract will only come into existence once the Customer has accepted the quotation and the Company has confirmed the booking in writing, which may include electronic confirmation. The Company reserves the right to refuse any booking at its discretion.
It is the Customer's responsibility to check the booking confirmation carefully and notify the Company of any errors or discrepancies as soon as possible. The Company will rely on the details contained in the booking confirmation as the description of the agreed Services.
3.3 Changes to Bookings
If the Customer wishes to change the date, time, addresses, or scope of the Services, they must contact the Company as early as possible. All changes are subject to availability and may result in a revised quotation and additional charges.
If on the day of the move the actual requirements differ from those stated in the booking confirmation, the Company reserves the right to adjust the price to reflect the additional time, labour, distance, or resources required.
4. Customer Responsibilities
The Customer is responsible for:
Ensuring adequate and accurate information is supplied at the quotation and booking stages.
Arranging suitable parking and any necessary permissions or permits for the Company vehicles at all relevant Premises.
Ensuring the Premises are accessible, safe, and suitable for the Services to be carried out, including clear routes for removal and delivery of Goods.
Ensuring that all Goods are properly packed, secured, and labelled where the Company is not providing packing services.
Removing and securing any personal items, important documents, valuables, jewellery, money, and fragile or highly valuable items that are not intended to be handled by the Company.
Being present, or appointing an authorised representative to be present, at collection and delivery to provide instructions and sign relevant documentation.
5. Payments and Pricing
5.1 Pricing
Prices are based on the details agreed at the time of booking. The quoted price may be increased if:
The volume or nature of Goods differs substantially from that described.
There are delays beyond the Companys reasonable control, including waiting times for keys or access at the Premises.
Access is restricted or more difficult than anticipated, for example stairs, long carrying distances, or limited vehicle access.
Additional Services are requested on the day of the move.
5.2 Deposits and Prepayments
The Company may require a deposit or full prepayment to secure the booking. The amount and due date will be communicated at the time of booking. The Company is under no obligation to carry out the Services if the required deposit or prepayment has not been received.
5.3 Payment Terms
Unless otherwise agreed in writing, all balances are due on or before completion of the Services on the moving day. The Company may refuse to commence or continue Services, or may withhold delivery of Goods, if payment is not made in accordance with agreed terms.
Late payments may incur additional charges, including interest at the statutory rate allowable under UK law and reasonable administrative costs of recovery.
6. Cancellations and Postponements
6.1 Customer Cancellations
If the Customer wishes to cancel the Services, they must notify the Company as soon as reasonably possible. Cancellation charges may apply, depending on the notice given.
If cancellation occurs more than a specified number of days before the agreed move date, any deposit may be refunded in whole or in part, less any reasonable administrative costs. If cancellation occurs at shorter notice, the Company may retain some or all of the deposit or charge a percentage of the quoted price, reflecting loss of business and costs incurred.
The applicable notice periods and cancellation charges will be set out or communicated at the time of booking.
6.2 Customer Postponements
If the Customer wishes to postpone the move, the Company will try to accommodate the new date and time subject to availability. If the postponement is requested at short notice, the Company may treat it similarly to a cancellation and charge a fee, especially if the original date cannot reasonably be rebooked.
6.3 Company Cancellations
The Company reserves the right to cancel or suspend Services in cases of force majeure or events beyond its reasonable control, including but not limited to severe weather, road closures, accidents, strikes, acts of terrorism, or other safety concerns. In such circumstances, the Company will seek to reschedule the Services at a mutually convenient time and any prepayments may be carried forward or refunded as appropriate.
If the Company cancels the Services for reasons within its reasonable control, any prepayments received for the unused Services will be refunded to the Customer.
7. Access, Parking, and Delays
The Customer must ensure that suitable legal parking is available for the Companys vehicles at all relevant Premises. Any fines or penalties arising from inadequate or illegal parking due to the Customers failure to arrange appropriate parking may be charged to the Customer.
If access to the Premises is unsuitable or restricted, including narrow roads, low bridges, height restrictions, or difficult loading conditions, the Customer must inform the Company in advance. Failure to do so may result in additional charges or an inability to complete the Services as planned.
Waiting times caused by issues beyond the Companys control, such as delays in receiving keys, uncompleted packing, or delayed access to buildings, may be chargeable at an hourly or part-hourly rate.
8. Liability and Insurance
8.1 Standard Liability
The Company will exercise reasonable care and skill in handling and transporting Goods. However, the Companys liability for loss or damage is limited in accordance with this clause.
The Company will not be liable for loss or damage arising from defective or inadequate packing by the Customer, normal wear and tear, inherent defects in Goods, or pre-existing damage.
8.2 Limits of Liability
Unless otherwise agreed in writing, the Companys liability for loss of or damage to Goods while in its care or control will be limited to a reasonable amount per item or per consignment, reflecting standard industry practice and any applicable insurance arrangements.
The Customer is encouraged to arrange their own insurance cover if the standard liability limits do not adequately protect the full value of the Goods.
8.3 Exclusions of Liability
The Company will not be liable for:
Loss of profits, business interruption, or consequential or indirect losses.
Loss or damage arising from war, terrorism, acts of government, or events beyond the Companys reasonable control.
Damage to premises unless caused by the proven negligence of the Company and reported in writing at the time of occurrence or within a reasonable period.
The Company does not accept responsibility for valuables, money, documents, or items of exceptional value which it has not specifically agreed in writing to handle or insure.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded or limited under UK law.
9. Claims and Complaints
Any apparent loss or damage to Goods or Premises should be reported to the Company as soon as practically possible and ideally noted on any job completion or delivery documentation. The Customer should provide detailed information and, where available, photographic evidence to support a claim.
Claims must be submitted within a reasonable period after the Services have been completed. The Company will investigate complaints and aims to respond within a reasonable timescale. Failure to notify the Company promptly may affect the ability to properly investigate and may limit or extinguish any potential liability.
10. Waste and Environmental Regulations
The Company operates in accordance with applicable UK waste and environmental legislation. Where the Service includes removal and disposal of unwanted items, the Company will only transport and dispose of waste at authorised facilities and in compliance with relevant regulations.
The Customer must not ask the Company to dispose of hazardous or prohibited waste. The Company reserves the right to refuse to remove any items it considers unsafe, illegal, or non-compliant with waste management rules.
Additional charges may apply for disposal of certain items, such as mattresses, electrical goods, or large volumes of waste. These costs will be communicated where possible in advance or at the time such items are identified.
11. Packing, Dismantling, and Reassembly
Where the Company has agreed to provide packing services, it will use reasonable care and suitable materials. However, the Customer remains responsible for checking that all items are included and properly labelled.
If the Customer packs their own Goods, the Company is not responsible for the adequacy of such packing. Damage resulting from poor or insufficient packing by the Customer is excluded from the Companys liability.
The Company may agree to dismantle and reassemble basic furniture or equipment where this has been specifically requested. The Company does not guarantee reassembly to original factory conditions and is not liable for pre-existing weaknesses or defects.
12. Storage Services
If the Company provides or arranges storage, Goods will be stored in a secure facility with reasonable care. Storage charges will be agreed in advance and are payable in accordance with the Companys payment terms.
The Customer must ensure that no prohibited or perishable items are placed into storage. The Company reserves the right to inspect and, where necessary, remove or dispose of items that pose a risk to health, safety, or property, subject to applicable laws.
Access to stored Goods may be by appointment only and may incur handling charges.
13. Data Protection and Privacy
The Company will collect and process personal data in order to provide the Services, manage bookings, and comply with legal obligations. Personal information may include contact details, addresses, and details of the Services.
The Company will take reasonable steps to safeguard personal data and will not sell or disclose it to third parties except as necessary to perform the Contract, comply with legal requirements, or where the Customer has given consent.
14. Termination
Either party may terminate the Contract with immediate effect if the other party commits a serious breach of these Terms and Conditions and fails to remedy the breach within a reasonable period after being notified.
Upon termination, the Customer must pay for all Services carried out up to the date of termination and any unavoidable commitments or costs incurred by the Company in preparation for providing the Services.
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, whether contractual or non-contractual, 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 the Services provided by the Company.
16. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or other competent authority, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
The failure of the Company to exercise any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where necessary to provide the Services, while remaining responsible for the acts and omissions of any subcontractors.
These Terms and Conditions, together with the booking confirmation and any written variations agreed, constitute the entire agreement between the parties and supersede all previous discussions, representations, or agreements relating to the subject matter.
