Greenwich Removals Terms of Service Agreement

These Terms and Conditions set out the basis on which Greenwich Removals provides household, office and associated moving services within its operating areas. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

In these Terms and Conditions the following expressions have the meanings given below.

Company means Greenwich Removals, the provider of the removal and related services.

Customer means the person, firm or organisation who requests or purchases the services from the Company.

Services means any removal, packing, unpacking, storage handling, transport or related services supplied by the Company.

Goods means the items, belongings and property to be moved, packed, stored or otherwise handled by the Company as part of the Services.

Service Area means the geographical locations in which the Company offers Services from time to time, primarily within Greenwich and surrounding districts, and including moves to and from other parts of the United Kingdom where agreed.

2. Scope of Services

The Company provides local and regional removal services, including domestic and office moves, man and van services, packing and unpacking, loading and unloading, and short-distance and longer-distance transport of Goods within the United Kingdom where agreed at the time of booking.

The precise details of the Services to be provided for each move will be set out in the quotation or booking confirmation. The Company is not obliged to provide any services that are not explicitly included in the agreed quotation or confirmation.

3. Booking Process

All bookings must be made directly with the Company by the Customer or an authorised representative. The Company may obtain details of the move by telephone, online form, or in-person survey. The Customer must provide accurate and complete information, including but not limited to collection and delivery addresses, access details, parking restrictions, inventory estimates, special handling requirements, and any items that are unusually heavy, delicate or valuable.

Following receipt of the required information, the Company will issue a quotation. Unless otherwise stated, quotations are estimates based on the information provided and are not binding if that information proves to be incomplete or inaccurate. Quotations are normally valid for a limited period, which will be stated at the time of issue. The Company reserves the right to revise or withdraw a quotation before it is accepted.

A booking is only confirmed once the Customer accepts the quotation and, where required, pays any applicable deposit or booking fee by the deadline specified by the Company. The Company may decline a booking at its absolute discretion.

4. Customer Responsibilities

The Customer must ensure that:

The Company has adequate and safe access to the collection and delivery addresses, including suitable parking and entry routes for the size of vehicles reasonably required to perform the Services in the Service Area.

All Goods are properly packed, secured and labelled where the Company has not been engaged to provide packing services.

Any necessary permissions, permits, or parking dispensations are arranged in advance, unless agreed in writing that the Company will arrange them. This includes but is not limited to local authority parking permits, building access permissions, and lift reservations.

No Goods to be moved or handled are prohibited, dangerous, illegal or likely to cause damage, injury or contamination, including but not limited to explosives, drugs, live animals, flammable substances, and hazardous materials.

All appliances are properly disconnected, defrosted, drained and ready for transport.

The Customer is present, or an authorised representative is present, at both the collection and delivery addresses for the duration of the Services, unless otherwise agreed with the Company.

The Customer is responsible for any parking fines, congestion charges, tolls or penalties incurred by the Company where these result from the Customer’s failure to arrange suitable parking or access.

5. Payments and Charges

The Customer agrees to pay the charges for the Services as set out in the quotation or booking confirmation. Charges may be calculated on a fixed price or hourly basis, or a combination of both, as specified by the Company.

Unless otherwise stated, prices are exclusive of any local authority charges, third-party costs and government levies that may apply to the move, including parking charges and tolls. These may be added as separate items on the final invoice where incurred by the Company on the Customer’s behalf.

Deposits or booking fees, where required, must be paid by the date specified by the Company to secure the booking. The balance of payment is due on or before completion of the Services, unless otherwise agreed in writing. The Company reserves the right to refuse to commence or to suspend Services where required payments have not been made.

Payment methods accepted will be confirmed by the Company at the time of booking. The Customer must ensure that any funds transferred are cleared and available by the due date.

Where Services extend beyond the initially agreed time or scope for reasons not directly caused by the Company, additional charges may apply at the Company’s standard rates. This includes delays due to waiting time, restricted access, inaccurate inventories, or the need to move additional Goods not disclosed at the time of quotation.

6. Changes and Cancellations by the Customer

If the Customer wishes to change the date, time, address, or scope of the Services, the Customer must notify the Company as early as possible. The Company will use reasonable efforts to accommodate such changes within the Service Area but cannot guarantee availability. Changes may result in an adjusted quotation and additional charges.

The Customer may cancel the Services subject to the following conditions.

If cancellation is made more than a reasonable notice period before the agreed start time, the Company may refund any deposit paid, less any non-recoverable costs already incurred.

If cancellation is made within a shorter notice period, the Company may retain all or part of the deposit, or charge a cancellation fee, to cover allocated time, staffing and vehicle resources.

Specific notice periods and fee structures will be provided by the Company at the time of booking and may vary depending on the size and type of move.

7. Changes and Cancellations by the Company

The Company will use reasonable care to carry out the Services on the agreed date and time. However, the Company may cancel or suspend Services where performance is prevented or materially affected by circumstances beyond its reasonable control, including but not limited to severe weather, accidents, road closures, industrial action, mechanical breakdown, or security and safety concerns.

If the Company cancels or is unable to perform the Services for reasons within its control, the Customer will be entitled to a refund of any payments made for Services that have not been carried out. The Company will not be liable for any indirect or consequential losses arising from such cancellation.

8. Excluded Items and Special Goods

Unless specifically agreed in writing, the Company will not move or store:

Cash, jewellery, watches, precious metals, securities, or items of high monetary value

Antiques, fine art, or collectibles requiring specialist handling or insurance

Dangerous goods including explosives, compressed gases, flammable or corrosive materials, firearms, ammunition or illegal substances

Perishable goods, food, plants or items requiring refrigeration or climate control

Any items whose possession or transport would breach applicable laws or regulations

If the Customer submits any such items for removal or storage without the Company’s knowledge or written consent, the Company shall not be liable for any loss, damage, or consequence arising and the Customer shall indemnify the Company against any resulting claims or expenses.

9. Liability for Loss or Damage

The Company will exercise reasonable care and skill in handling, packing, loading, transporting and unloading the Goods. The Company’s liability for loss of or damage to Goods is limited as follows.

The Company will not be liable for loss or damage arising from inherent defects, pre-existing damage, inadequate packing performed by the Customer, normal wear and tear, atmospheric or environmental conditions, vermin or infestation, or the natural deterioration of Goods.

The Company will not be liable where loss or damage results from the Customer’s failure to fulfil responsibilities, such as providing accurate information, ensuring proper access, or protecting items of special value.

To claim for loss or damage, the Customer must notify the Company in writing as soon as reasonably possible, and in any event within a reasonable period after the completion of the Services. The Customer must provide evidence of the loss or damage and allow the Company a reasonable opportunity to inspect the Goods.

Where liability is accepted, the Company’s liability will be limited to the lower of the repair cost, replacement value of the item, or a monetary cap per item or per move as specified by the Company at the time of booking. The Customer is encouraged to arrange appropriate insurance cover for high-value items or for the overall move if additional protection is desired.

10. Property Damage

The Company will take reasonable care to avoid damage to property and premises at the collection and delivery addresses. The Customer must highlight any especially vulnerable areas, such as delicate flooring, surfaces, or fixtures, before the work begins.

The Company will not be liable for damage to premises where such damage arises from the movement of bulky or heavy items in confined spaces where safe passage is restricted, or where the Customer has insisted on proceeding against the advice of the Company’s staff.

11. Time Limits and Delays

Unless specifically agreed in writing, dates and times provided by the Company are estimates only and do not form part of a guarantee. The Company shall not be liable for loss or damage arising from delays caused by traffic, roadworks, weather, access restrictions, or other factors outside its reasonable control.

The Customer must ensure that keys, lift access and entry to premises are available at the agreed times. If the Company’s staff are required to wait due to unavailability of access, the Company may charge waiting time at its standard rates.

12. Waste, Disposal and Environmental Regulations

The Company operates in accordance with applicable waste and environmental regulations in the United Kingdom. The Company is not a general waste disposal service and will only remove items for disposal if this has been agreed in advance as part of the Services.

Any removal and disposal of furniture, appliances or other items must comply with relevant waste rules and duty of care requirements. Additional charges may apply for disposal services, recycling, or handling items subject to special disposal rules such as electrical goods or hazardous materials.

The Customer must not request or permit the Company to dispose of items in any unlawful manner. The Customer remains responsible for any penalties or costs arising from non-compliant waste or disposal instructions given to the Company.

13. Insurance

The Company maintains appropriate insurance cover for its operations as required by law. Details of cover can be provided on request. The Customer acknowledges that the Company’s insurance may have limits, exclusions and conditions.

The Customer is responsible for arranging any additional insurance considered necessary for the full replacement value of Goods or to cover risks that fall outside the Company’s standard cover or liability limits.

14. Complaints

If the Customer has any concerns or complaints regarding the Services, the Customer should raise them with the Company as soon as possible so that the matter can be investigated and, where appropriate, resolved. The Customer should provide clear details of the issue, including dates, locations and any supporting evidence.

15. Data Protection and Privacy

The Company may collect and process personal information about the Customer for the purposes of providing Services, handling bookings, processing payments and complying with legal obligations. The Company will process such information in accordance with applicable data protection laws in the United Kingdom and will take reasonable steps to protect personal data from misuse, loss or unauthorised access.

16. Subcontracting

The Company may, at its discretion, use subcontractors or third parties to perform part or all of the Services. The Company will remain responsible for ensuring that any subcontracted work is carried out with reasonable care and skill and in accordance with these Terms and Conditions.

17. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or with the Services shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that 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.

18. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

These Terms and Conditions, together with any quotation or booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or arrangements, whether written or oral.

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant Services.