Paddington Removals Terms and Conditions

These Terms and Conditions set out the basis on which Paddington Removals provides domestic and commercial moving services, including packing, loading, transportation, unloading, and related agreed services. By making a booking, the customer confirms that they have read, understood, and accepted these terms. In these terms, references to ???we??�, ???us??�, and ???our??� mean Paddington Removals, and references to ???you??� or ???the customer??� mean the person or organisation requesting the service.

These terms apply to all removals services supplied by us unless we have agreed different conditions in writing. Any special instructions, quotations, or service notes will form part of the contract only if confirmed by us. If there is any inconsistency between a written quotation and these terms, the written quotation will prevail only to the extent of that inconsistency.

No variation of these terms will be valid unless agreed by us in writing. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in full force. Nothing in these terms is intended to exclude or limit any rights that cannot lawfully be excluded under UK law.

1. Booking Process

Bookings may be made by telephone, email, online enquiry, or through any other method we make available from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or written acceptance requested in the quotation. The customer must provide accurate and complete information about the job, including the collection and delivery addresses, access conditions, parking constraints, inventory, fragile items, and any items requiring dismantling, specialist handling, or additional equipment.

We prepare quotations on the basis of the information supplied by the customer. If the information changes before the service date, we may revise the quotation, amend the vehicle, crew size, timetable, or refuse to proceed if the change materially affects the safe or reasonable delivery of the service. Any estimate provided by us is based on the details available at the time and may be adjusted if the actual move differs from the original description.

The customer is responsible for ensuring that all goods to be moved are legally owned by them or that they have the authority of the owner to arrange the removal. We may refuse to move items that appear unsafe, prohibited, improperly packed, excessively heavy, contaminated, or otherwise unsuitable for transport. We may also decline access or suspend services if the conditions at either property create a risk to our staff, vehicles, property, or the goods being moved.

2. Service Scope

Our service may include labour only, transport only, packing, unpacking, furniture dismantling and reassembly, appliance handling, storage handling, or other agreed tasks. The exact scope will depend on the quotation and any written confirmation. Unless expressly agreed otherwise, we do not provide deep cleaning, property repair, or specialist technical installation services.

We will use reasonable care and skill when providing the service, but the customer remains responsible for preparing the property and items for removal unless preparation has been included in the booking. This includes securing loose parts, disconnecting services where required, removing hazards, and ensuring that items are ready by the agreed time. Delays caused by unprepared premises, poor access, or incomplete information may be charged.

Any request for additional work on the day of the move will be subject to availability and may incur extra charges. If the customer asks us to transport or handle an item that was not originally declared, we may at our discretion decline, accept with additional charges, or ask for a revised agreement before proceeding.

3. Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. Quoted prices may be fixed or estimated. Where a price is an estimate, the final charge may vary if the service time, labour, mileage, parking requirements, access difficulty, inventory volume, or waiting time differs from what was originally described. Any extra fees will be explained where reasonably possible.

Unless otherwise stated in the quotation, payment is due on completion of the service and before unloading ends, or at such other time as we specify in advance. We may require a deposit or full prepayment to secure a booking, especially for high-demand dates, storage work, or larger moves. Deposits are usually non-refundable except where cancellation rights under these terms or under law apply.

The customer must ensure that payment is made by the agreed method and within the required time. If payment is late, we may charge reasonable recovery costs, suspend delivery, retain goods under a lawful lien where applicable, or take other steps permitted by law. We reserve the right to refuse future bookings from customers who have outstanding balances.

4. Cancellations, Changes, and Delays

If you need to cancel or reschedule, you should notify us as soon as possible. Cancellation charges may apply depending on the amount of notice given, the resources already committed, and whether the booking was made for a fixed date. A cancellation on the day of the move, or after the vehicle and crew have been dispatched, may be charged in full or in part.

We may cancel or postpone a booking if circumstances beyond our reasonable control prevent us from performing the service safely or lawfully. These may include severe weather, traffic disruption, vehicle breakdown, staff illness, access restrictions, public events, accidents, or emergency situations. In such cases, we will use reasonable efforts to rearrange the service, but we are not responsible for losses caused by delay where the event was outside our control.

If the customer is not present, not ready, or cannot provide access at the agreed time, we may charge waiting time, redelivery, storage, or additional labour costs. If completion becomes impossible because of the customer???s actions or omissions, the job may be treated as cancelled and further charges may apply for work already carried out.

5. Liability and Damage

We will take reasonable care of the items entrusted to us, but our liability is limited to losses caused directly by our negligence, breach of contract, or failure to exercise reasonable skill and care. We are not responsible for damage to items that were already defective, poorly packed, unsuitable for transport, or not disclosed as fragile, valuable, or difficult to handle.

The customer must inform us before the move of any items of high value, sentimental value, antiques, artwork, electronics, glass, or items requiring special handling. Unless we agree otherwise in writing, such items may be moved only at the customer???s risk, and the customer should arrange appropriate insurance if needed. We do not accept responsibility for loss of data, software issues, or electrical faults in appliances unless caused by our proven negligence.

Where damage or loss is alleged, the customer must notify us in writing within a reasonable period and provide evidence, including photographs where possible. We may inspect the item, repair it, arrange a replacement, or offer compensation, depending on the circumstances and subject to any applicable limits. Our total liability for a claim will not exceed the amount paid for the relevant service, except where the law requires otherwise.

6. Customer Responsibilities

The customer must ensure that the premises are safe and accessible, that parking arrangements are made where necessary, and that any restrictions are disclosed in advance. The customer should protect flooring, walls, doors, and stairways if additional protection is required and has not been included in the quote. If permits, building permissions, concierge arrangements, or access codes are required, the customer must arrange them in good time.

It is the customer???s duty to check that all goods being moved are properly packed and labelled unless packing has been included in the service. Breakable items should be wrapped and boxed appropriately. Perishable, hazardous, flammable, illegal, or contaminated items must not be included in the load unless we have expressly agreed and it is lawful to transport them.

The customer must remove cash, jewellery, passports, keys, financial documents, and other personal valuables before the move. We are not obliged to search for items not disclosed in advance. If we discover prohibited goods, we may refuse to move them and may notify the relevant authorities if we believe an item breaches law or creates a safety risk.

7. Waste, Disposal, and Environmental Compliance

Where we are asked to remove unwanted items, packaging, or household waste, the service will only cover disposal to the extent agreed in the quotation and in compliance with UK waste regulations. We will not dispose of waste unlawfully, and the customer must not ask us to dump, burn, or otherwise dispose of items in a manner that breaches environmental law.

Any waste transfer undertaken by us will be handled in accordance with applicable legislation, including requirements relating to duty of care, storage, carriage, transfer notes, and permitted disposal routes. The customer must accurately describe any waste or bulky items to be removed. If hazardous, clinical, electrical, or restricted waste is discovered unexpectedly, we may suspend the disposal element of the job and charge any additional handling costs.

The customer confirms that any waste handed to us has been lawfully generated and is not contaminated or mixed with prohibited material unless declared in advance and accepted by us. We may refuse items that do not comply with applicable regulations or that require specialist licensing, documentation, or treatment that has not been arranged.

8. Storage, Third Parties, and Subcontractors

Where storage, third-party handling, or subcontracted transport is required, we may use suitable partners to complete all or part of the service. We will use reasonable care in selecting subcontractors, but where a third party is responsible for a loss or delay, their own terms and liability limits may apply to that part of the service. We may also transfer goods between vehicles or depots where necessary for operational reasons.

If items are placed into storage, the separate storage terms will apply in addition to these terms. Storage charges, access rules, insurance requirements, and release conditions may differ from the removal service and will be explained where relevant. The customer remains responsible for ensuring that stored goods are declared accurately and comply with any restrictions.

We may retain goods until all sums due to us are paid in full, including reasonable costs incurred as a result of default. If goods remain uncollected for an extended period after reasonable notice, we may take further steps permitted by law, including storage recovery measures or disposal where lawful and appropriate.

9. Complaints and Disputes

If the customer has a concern about the service, they should raise it with us as soon as reasonably possible so that we can investigate promptly. We may request documents, photographs, an inventory, or other information relevant to the issue. Early notice helps us assess any claim fairly and may reduce the risk of further damage or misunderstanding.

Any dispute should first be addressed through good-faith discussion between the parties. Nothing in these terms prevents either party from seeking legal advice or using any lawful dispute resolution process. If a matter cannot be resolved informally, the courts of England and Wales will have jurisdiction, subject to any mandatory legal rights that apply.

These terms are governed by and interpreted in accordance with the laws of England and Wales. If the customer is acting as a consumer, they may also have rights under consumer protection law, and nothing in these terms limits those rights where such limitation would be unlawful.

By proceeding with a booking, the customer agrees that these Paddington Removals terms form the basis of the contract for the services supplied. The customer should review all booking details carefully, ensure that all relevant information is accurate, and keep a copy of the quotation and these terms for reference. We may update these terms from time to time, but the version accepted at the time of booking will apply to that booking unless a change is required by law.