Luton Removals Terms and Conditions
These Terms and Conditions set out the basis on which Luton Removals provides removal and related services to clients. By booking or allowing work to proceed, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given:
Company means Luton Removals, the provider of removal and associated services.
Client means the individual, business, or organisation requesting or receiving services from the Company.
Services means any removal, packing, unpacking, loading, unloading, transportation, storage, or related services supplied by the Company.
Goods means all items, furniture, personal effects, equipment, and property that the Company agrees to move, handle, or store.
Contract means the agreement between the Company and the Client for the provision of Services, comprising these Terms and Conditions and any written quotation or confirmation provided by the Company.
2. Scope of Services
The Company provides domestic and commercial removal services, including local moves, regional moves, packing assistance, and associated handling of Goods. Services are provided subject to availability and subject to these Terms and Conditions.
The Company reserves the right to refuse any job where, in its reasonable opinion, it would be unsafe, unlawful, or impracticable to carry out the requested work, or where the Client has failed to disclose relevant information about the Goods or the premises.
3. Quotations and Pricing
Any quotation provided by the Company is based on the information supplied by the Client, including but not limited to property access, parking arrangements, the volume and nature of Goods, the distance of travel, and any special handling requirements.
Quotations are normally provided as fixed prices or estimated prices. A fixed price applies where the scope of work is clearly defined and agreed. An estimated price may be adjusted where the actual work required differs from the information originally provided.
All quotations are exclusive of any parking charges, congestion charges, tolls, permits, and similar costs, unless expressly stated otherwise. Such charges are payable by the Client in addition to the quoted amount.
The Company reserves the right to revise a quotation or make additional charges if:
1. The information provided by the Client was incomplete or inaccurate.
2. Additional services are requested or required, including additional packing, dismantling or reassembly, or additional journeys.
3. Access to the collection or delivery addresses is substantially more difficult than stated, including long carries, stairs beyond those advised, or restricted access for vehicles.
4. There are significant delays beyond the Companys reasonable control, including waiting for keys or entry, where no prior arrangement for waiting time has been included.
4. Booking Process
A booking is made when the Client accepts a quotation or service proposal issued by the Company, and the Company confirms the booking, usually in writing. The Company may require a deposit or part payment before confirming the booking.
It is the Clients responsibility to ensure that all details in the quotation and booking confirmation are accurate, including dates, addresses, access information, and the list or description of Goods.
The Company will use reasonable efforts to provide Services on the agreed date and time, but timing may be subject to traffic, weather, and other factors outside the Companys control.
5. Client Responsibilities
The Client is responsible for:
1. Ensuring that adequate and lawful parking is available for the Companys vehicles at both collection and delivery addresses, and for any associated charges or permits.
2. Obtaining all permissions, permits, and authorisations necessary for the Company to carry out the work, including any building management or landlord approvals.
3. Packing the Goods safely and securely in suitable containers if the Client has not requested or paid for professional packing services.
4. Ensuring that all Goods to be moved are properly labelled and that no items are left behind or taken by mistake.
5. Being present or represented at all times during collection and delivery, to advise on placement of items and sign any relevant documentation.
6. Informing the Company in advance of any Goods that are fragile, of high value, unusually heavy, awkward, or requiring special handling.
7. Ensuring that appliances are disconnected, defrosted, drained, and safe to transport before the removal team arrives, unless otherwise agreed as part of the Services.
6. Payments and Charges
Unless otherwise agreed in writing, payment terms are as follows:
1. A deposit may be required at the time of booking, which will be deducted from the final invoice.
2. The balance is typically due on or before the day of the move, prior to unloading, unless a different arrangement has been agreed.
3. For business or account clients, alternative payment terms may be negotiated and confirmed in writing.
Payments must be made using an accepted payment method as specified by the Company. The Company reserves the right to refuse to commence or complete Services if payment has not been made as agreed.
In the event of late payment, the Company may charge interest on overdue amounts at the statutory rate permitted under applicable law, calculated on a daily basis until payment is received in full. The Client will also be responsible for any reasonable costs incurred by the Company in recovering overdue payments.
7. Cancellations and Postponements
If the Client needs to cancel or postpone the Services, the Client must notify the Company as soon as possible. The following cancellation charges may apply, unless otherwise stated in the booking confirmation:
1. More than 7 days before the scheduled service date: no cancellation fee, and any deposit may be refunded or transferred, subject to any non-recoverable costs already incurred by the Company.
2. Between 3 and 7 days before the scheduled service date: a cancellation fee of up to 50 percent of the quoted price may be charged.
3. Within 48 hours of the scheduled service date: a cancellation fee of up to 100 percent of the quoted price may be charged.
Any specific cancellation terms that form part of a written quotation or booking confirmation shall take precedence over the general terms above.
If the Company needs to cancel or significantly alter the agreed date due to circumstances beyond its reasonable control, it will notify the Client as soon as practicable and offer a suitable alternative date. The Company is not liable for any indirect loss or consequential loss arising from such cancellation or change, but any payments received for services not provided will be refunded.
8. Access, Parking, and Delays
The Client must ensure that the Companys vehicles have suitable access to the property, including adequate parking and reasonable driving routes. If access is restricted, resulting in additional labour, time, or the use of smaller vehicles, the Company may apply additional charges.
If the Company is delayed in carrying out the Services due to reasons within the Clients control, including unprepared premises, waiting for keys, or lack of access, the Company reserves the right to charge waiting time at its standard hourly rates, subject to any minimum charges specified in the quotation.
9. Goods Not Accepted for Removal
The Company will not accept responsibility for the removal or carriage of certain items, including but not limited to:
1. Hazardous, flammable, explosive, or illegal items, including gas cylinders, fuels, chemicals, and restricted substances.
2. Perishable goods or items requiring special temperature control, unless expressly agreed in writing.
3. Live animals or plants, unless expressly agreed.
4. Cash, jewellery, watches, precious metals, deeds, securities, or other high-value documents or items, unless specifically declared and accepted in writing by the Company.
If such items are included without the Companys knowledge or consent, the Company will have no liability for any loss, damage, or delay relating to them, and the Client will be responsible for any resulting damage or cost.
10. Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services. The Companys liability for loss or damage to Goods, whether caused by negligence or breach of contract, is subject to the following limitations:
1. The Company will not be liable for loss or damage where Goods have been packed by the Client, unless there is clear evidence of external damage caused by the Company.
2. The Company is not liable for normal wear and tear, minor marks, or scratches that may occur in the ordinary course of handling and moving items.
3. The Company is not liable for damage to items that are inherently fragile or unstable, or for items that are overpacked, underpacked, or packed in unsuitable containers by the Client.
4. The Company is not responsible for damage or loss arising from defective or inadequate property structures, such as weak staircases, bannisters, or floor surfaces.
5. Liability for any loss or damage to Goods is, in aggregate, limited to a reasonable amount for the type of Service provided, unless the Client has declared a higher value and this has been accepted in writing by the Company, potentially subject to an additional charge for enhanced cover.
The Company will not be liable for any indirect loss, consequential loss, loss of profits, loss of business, or loss of opportunity arising from or in connection with the Services or any failure to provide the Services as agreed.
11. Reporting Loss or Damage
The Client must report any visible loss or damage to Goods or property as soon as reasonably possible, ideally at the time of delivery or within a short period thereafter. Any claim must be made in writing to the Company within a reasonable period from the date of the Services, setting out full details of the alleged loss or damage.
The Company may inspect the items and may request evidence such as photographs, repair quotations, or proof of value. Failure to report issues within a reasonable period may affect the Companys ability to investigate and may limit any potential compensation.
12. Insurance
The Company maintains insurance appropriate for the nature of its business, subject to policy terms, conditions, and exclusions. These Terms and Conditions operate alongside any insurance arrangements. The Client remains responsible for arranging any additional insurance cover they may require for their Goods, particularly where they consider the value of the Goods to be higher than any standard limits notified by the Company.
13. Waste, Disposal, and Environmental Regulations
The Company operates in accordance with applicable waste and environmental regulations. Where the Client requests disposal of unwanted items, the following terms apply:
1. The Company will only remove waste, rubbish, or unwanted items as a specific, agreed service, which may incur additional charges.
2. The Company will not remove hazardous or prohibited waste and may refuse any items that cannot be lawfully or safely transported or disposed of.
3. Items taken for disposal may be sorted for recycling, reuse, or lawful disposal, at the Companys discretion and in line with applicable regulations.
4. The Client confirms that they have the right to dispose of any items given to the Company for removal or disposal, and will indemnify the Company against any claim arising from unauthorised disposal.
The Client must not request the Company to dispose of items in any way that would breach local waste regulations or environmental laws, including fly-tipping or unlawful dumping.
14. Storage Services
Where storage is provided or arranged by the Company, whether short term or long term, the following additional terms apply:
1. Goods will be stored in a manner deemed appropriate by the Company or its storage partner. The Client is not generally permitted to access stored Goods without prior arrangement.
2. Storage charges are payable in advance, and the Company may retain possession of the Goods until all storage and associated charges are paid in full.
3. If storage charges remain unpaid for a prolonged period, the Company may, after reasonable notice, sell or dispose of some or all of the Goods to recover outstanding sums, in accordance with applicable law.
15. Complaints and Dispute Resolution
If the Client is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, resolved. The Company aims to handle complaints fairly and promptly.
Where a dispute cannot be resolved directly between the parties, either party may explore appropriate dispute resolution options, which may include negotiation, mediation, or legal proceedings in accordance with the governing law and jurisdiction provisions below.
16. Data Protection and Privacy
The Company will collect and use personal data provided by the Client for the purposes of managing bookings, providing Services, processing payments, and communicating with the Client. Personal data will be handled in accordance with applicable data protection laws and the Companys privacy practices.
The Client is responsible for ensuring that any personal data they provide is accurate and up to date, and for informing the Company of any changes that may affect the provision of Services.
17. Force Majeure
The Company will not be liable for any delay or failure to perform its obligations under the Contract where such delay or failure is due to events beyond its reasonable control. This may include, but is not limited to, extreme weather, natural disasters, road closures, accidents, strikes, lockouts, fuel shortages, pandemics, or acts of government or public authorities.
In such circumstances, the Company will use reasonable endeavours to resume normal operations as soon as practicable and may offer an alternative date or arrangement for the Services.
18. Governing Law and Jurisdiction
These Terms and Conditions and any Contract between the Company and the Client shall be governed by and construed in accordance with the laws of England and Wales.
Any dispute arising out of or in connection with these Terms and Conditions, or the provision of Services by the Company, shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. General Provisions
If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.
No variation of these Terms and Conditions shall be effective unless agreed in writing by an authorised representative of the Company. The failure of the Company to enforce any right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision.
The Client 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 or obligations where necessary to provide the Services, while remaining responsible for the overall performance of the Contract.
These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior understandings or representations.
