Paddington Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Paddington Removals provides household, office and associated moving services within its operating area in the United Kingdom. By booking or using our services 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:

1.1 We, us, our means Paddington Removals, the removal services provider.

1.2 You, your means the customer who requests and books services with Paddington Removals.

1.3 Services means any removal, packing, unpacking, loading, unloading, transport, storage, waste collection or associated services we agree to provide.

1.4 Goods means the items, belongings and property that you ask us to move, handle, store, pack or dispose of.

1.5 Contract means the agreement between you and us for the provision of services, governed by these Terms and Conditions and any written quotation or confirmation issued by us.

2. Scope of Services

2.1 We provide domestic and commercial removal services, including the loading, transport and unloading of goods, as well as optional packing, unpacking and furniture dismantling or reassembly, subject to prior agreement.

2.2 The exact scope of services, including dates, times, locations, vehicle size, number of staff and any additional services, will be set out in our written quotation and booking confirmation.

2.3 We operate primarily within our usual service area. Moves beyond this area, including long-distance or cross-border moves, are subject to prior agreement and may carry additional charges and conditions.

3. Booking Process

3.1 You may request a quotation by providing accurate details regarding the collection and delivery addresses, access conditions, approximate inventory, preferred dates, and any special requirements such as packing or dismantling.

3.2 Our quotation is based on the information you provide. If any information is incomplete or inaccurate, we reserve the right to amend the quotation or apply additional charges.

3.3 Quotations are normally valid for a limited period as stated in the quotation document. After expiry, prices and availability may change.

3.4 A booking is only confirmed when you have:

a. Accepted our written quotation or booking proposal; and

b. Paid any required deposit or prepayment as specified by us; and

c. Received a booking confirmation from us.

3.5 Provisional dates and quotations do not guarantee availability. We allocate resources on a first-come, first-served basis once the booking is confirmed.

3.6 Any variations to the booking, including changes of date, time, addresses, scope of work or inventory, must be requested as early as possible. We will endeavour to accommodate changes, but they are subject to availability and may result in revised charges.

4. Customer Responsibilities

4.1 You must ensure that you are the owner of the goods or have full authority from the owner to enter into a contract with us for the services.

4.2 You must provide clear, safe and reasonable access at collection and delivery addresses, including access for the vehicle and safe access for staff to carry out the services.

4.3 You are responsible for securing parking permissions or permits where required and for covering any parking charges, fines or penalties arising from the failure to obtain suitable parking arrangements.

4.4 Unless you have booked a packing service, you are responsible for packing and securing your goods safely and adequately, using suitable materials and containers.

4.5 You must remove or secure any personal documents, valuables, money, jewellery, watches, precious metals, stones, alcohol, hazardous items and perishable goods, as these are either excluded or restricted under our liability provisions.

4.6 You must inform us in advance of any heavy, oversized, fragile or high-value items so that appropriate arrangements can be made.

4.7 You must be present, or represented by an authorised adult, at the collection and delivery addresses to oversee the work, check inventories where applicable and sign off the completion of services.

5. Payments and Charges

5.1 Our charges are set out in the quotation or rate schedule provided to you. Pricing may be based on hourly rates, fixed fees or a combination, depending on the nature of the job.

5.2 We may require a deposit at the time of booking. The amount and due date will be specified in the quotation or confirmation.

5.3 Unless otherwise agreed in writing, any balance is payable on or before the day of the move, and in any event before the completion of the services.

5.4 We accept payment by methods agreed in advance. You are responsible for ensuring that payment can be made on time and without delays.

5.5 If payment is not received when due, we reserve the right to:

a. Suspend or refuse to commence or continue services; and

b. Charge reasonable interest and administration fees on overdue amounts; and

c. Retain possession of goods under a lien until payment is made in full.

5.6 Any additional work not included in the original quotation, including waiting time beyond any free allowance, additional journeys or extended labour due to access restrictions, will be charged at our standard rates.

5.7 All charges are quoted exclusive of any applicable taxes unless expressly stated otherwise. If taxes become chargeable or rates change, we may adjust the total amount payable.

6. Cancellations and Postponements

6.1 If you need to cancel or postpone your booking, you must notify us as soon as possible.

6.2 We operate a tiered cancellation policy. Unless otherwise agreed in writing, the following charges may apply, calculated on the total agreed price:

a. More than 7 days before the scheduled service date: deposit may be refunded or transferred at our discretion, less any reasonable administrative costs.

b. Between 7 days and 48 hours before the service date: we may retain part or all of the deposit and may charge up to 50 percent of the total price.

c. Less than 48 hours before the service date or on the day of the move: we may charge up to 100 percent of the total price.

6.3 If you postpone, we will try to reschedule, but new dates are subject to availability and may incur additional charges, including any difference in pricing and any costs we have already incurred.

6.4 We may cancel or postpone the services if:

a. You fail to make required payments when due; or

b. You provide incomplete or misleading information; or

c. Access is unsafe or illegal; or

d. Weather or other circumstances beyond our reasonable control prevent safe operations.

In such cases, we will aim to offer an alternative date where possible. However, we will not be liable for any resulting loss, and cancellation charges may apply where the circumstances arise from your act or omission.

7. Excluded and Restricted Items

7.1 Unless expressly agreed in writing in advance, we do not transport, handle or store:

a. Explosives, weapons, ammunition or firearms;

b. Hazardous, flammable, corrosive or toxic substances, including gas bottles, paints, solvents and chemicals;

c. Perishable or refrigerated goods;

d. Livestock, pets or plants;

e. Illegal goods or items obtained in contravention of the law;

f. Waste materials unless specifically contracted as a waste collection service.

7.2 We will not be liable for any loss, damage or consequences arising from your failure to disclose such items or from including such items among your goods without our approval.

8. Waste Regulations and Disposal

8.1 Any waste removal or disposal service will be carried out in compliance with applicable UK waste regulations. We act as a carrier and handler of waste only to the extent agreed in writing.

8.2 You are responsible for accurately describing the type and quantity of waste to be collected. We reserve the right to refuse collection if the waste is hazardous, contaminated or not as described.

8.3 We will dispose of waste only at licensed facilities or through approved channels, and disposal charges will be included within your quotation or added as a separate fee.

8.4 You remain legally responsible for the waste until it is accepted by a licensed facility. We will provide reasonable evidence of lawful disposal upon request, where such documentation is available.

8.5 Fly-tipping or illegal dumping is strictly prohibited. We will not permit our staff to deposit waste unlawfully. If you request us to do so, we will refuse and may terminate the contract immediately without refund.

9. Our Liability

9.1 We are liable for loss or damage to your goods only to the extent caused by our negligence or breach of contract, subject to the limits and exclusions in these Terms and Conditions.

9.2 Our liability for loss or damage to goods is limited to a reasonable and proportionate amount, which may be capped per item, per box or per consignment, and may be set out in your quotation or policy schedule where applicable.

9.3 We are not liable for:

a. Loss or damage arising from your failure to pack goods properly, unless we agreed to provide packing;

b. Loss or damage to fragile items such as glass, china, artwork, electronics or musical instruments when not packed by us or when inherently susceptible to damage;

c. Loss of data, digital files, software or records;

d. Indirect or consequential loss, including loss of profits, income, contracts, or opportunity;

e. Normal wear and tear, minor marks or cosmetic damage that may reasonably occur during removals;

f. Damage caused by defects or inherent vice in any item, including instability, flawed construction or deterioration.

9.4 We are not liable for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including severe weather, road closures, accidents, strikes, public disturbances, or acts of government or public authorities.

9.5 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other type of liability that cannot be excluded under applicable law.

10. Claims and Complaints

10.1 You must inspect your goods and the premises as soon as reasonably possible after completion of the services.

10.2 Any loss or damage that is visible or apparent should be reported to our team on the day of the move and noted in writing on any completion or delivery document where possible.

10.3 Any claim for loss or damage must be notified to us in writing within a reasonable period, usually no later than seven days from the date of the service, providing full details and evidence where available.

10.4 We will investigate all properly notified claims and respond within a reasonable timeframe. We may request additional information or access to inspect the damage.

10.5 Our liability, if established, will be discharged by one of the following options at our discretion:

a. Repair of the damaged item;

b. Replacement with an item of similar quality and condition;

c. Financial compensation up to the applicable liability limit.

11. Access, Property Damage and Limitations

11.1 You must ensure that access routes, doorways, staircases and lifts are suitable for the safe movement of goods. Where access is restricted or requires specialist equipment, additional charges may apply or we may decline to move certain items.

11.2 We are not liable for damage to walls, floors, ceilings, fixtures or fittings where such damage results from moving items that, due to their size or weight, could only be moved with difficulty and where you requested or agreed that we proceed despite the risk.

11.3 We may refuse to move any item or perform any action which, in our opinion, poses an unreasonable risk to property, our staff, you or any third party.

12. Insurance

12.1 We maintain insurance appropriate to our operations as a removal services provider. Details of cover and limitations can be provided upon request.

12.2 You are strongly advised to consider taking out your own additional insurance to cover your goods in transit or storage, especially for high-value or delicate items.

13. Data Protection and Privacy

13.1 We collect and process personal information as necessary to provide our services, manage bookings, handle payments and comply with legal obligations.

13.2 We will handle your personal data in accordance with applicable UK data protection legislation. Your information will not be sold to third parties and will only be shared where required for service delivery, legal compliance or with your consent.

14. Termination

14.1 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 it within a reasonable period after being notified.

14.2 On termination, you must pay for all services already provided and any irrecoverable costs we have reasonably incurred in preparation for the services.

15. Governing Law and Jurisdiction

15.1 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.

15.2 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.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16.2 Our failure or delay in exercising any right or remedy under these Terms and Conditions does not constitute a waiver of that right or remedy.

16.3 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract.

16.4 These Terms and Conditions, together with any written quotation or confirmation, constitute the entire agreement between you and us and supersede any prior understandings, representations or agreements, whether written or oral, relating to the subject matter.

By confirming a booking with Paddington Removals, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.