Swiss Cottage Removal Company Terms and Conditions

These Terms and Conditions apply to all removal and associated services provided by Swiss Cottage Removal Company to consumer and business customers. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 Company means Swiss Cottage Removal Company, the provider of removal and related services.

1.2 Customer means the person, firm or organisation who requests the services and is responsible for payment.

1.3 Services means removal, relocation, packing, loading, unloading, storage, and any related services agreed in writing between the Company and the Customer.

1.4 Goods means all items, furniture, personal effects, equipment and any other property which the Company is requested to move, transport, store, or handle.

1.5 Quotation means the written or electronic estimate provided by the Company describing the Services to be supplied and the price for those Services.

2. Scope of Services

2.1 The Company will provide removal and related services as described in the Quotation and any subsequent written confirmation. Services may include local and regional home moves, office relocations, packing and unpacking, disassembly and reassembly of basic furniture, loading and unloading, and transportation.

2.2 Any additional services not specified in the Quotation, including but not limited to extra packing, additional pick-up or delivery locations, extended waiting times, or unexpected access difficulties, may incur additional charges.

2.3 The Company does not undertake to carry out any work that falls within the scope of specialised trades, such as plumbing, electrical work, or the disconnection of gas appliances. The Customer is responsible for arranging such work with suitably qualified professionals.

3. Booking Process and Quotations

3.1 All bookings are subject to availability and are not confirmed until the Customer has accepted the Quotation and received written or electronic confirmation from the Company.

3.2 Quotations are usually based on information provided by the Customer, including property size, volume or inventory of goods, access conditions, parking arrangements, and travel distance. The Customer must provide accurate and complete information to ensure a reliable estimate.

3.3 Quotations are valid for a limited period as stated in the Quotation. If no period is stated, the Quotation is valid for 30 days from the date of issue, subject to the Company’s right to revise or withdraw the Quotation before acceptance.

3.4 The Company reserves the right to amend the Quotation if:

(a) the Customer requests changes to the Services after the Quotation has been issued or accepted,

(b) the information provided by the Customer at the time of quotation is found to be inaccurate or incomplete,

(c) there are changes to access conditions, parking regulations, or route restrictions that affect the cost or duration of the move, or

(d) there are unforeseen circumstances that materially affect the provision of the Services.

3.5 The Company may, at its discretion, request a pre-move survey, which may be carried out in person or remotely, to assess the volume of Goods and access conditions more accurately.

4. Customer Responsibilities

4.1 The Customer must ensure that:

(a) all information provided for the purpose of the Quotation and booking is accurate and complete,

(b) adequate and lawful parking is available at collection and delivery addresses, including any permits where required,

(c) the property is accessible on the agreed date and time, including access to lifts, staircases, entrances, and hallways,

(d) all Goods are ready for collection, properly packed (unless the Company has agreed to undertake packing), and clearly labelled where necessary, and

(e) any fragile, high value, or special items are brought to the attention of the Company before the move.

4.2 The Customer or an authorised representative must be present at the collection and delivery addresses to supervise the move, confirm items to be moved, and sign any required documentation. If no representative is present, the Company’s decisions regarding selection and placement of Goods shall be final.

4.3 The Customer is responsible for securing all necessary permits, permissions, and approvals for parking, loading, and unloading, unless otherwise agreed in writing.

5. Payments and Charges

5.1 The Customer agrees to pay the charges specified in the Quotation or as otherwise agreed in writing. Charges may be based on a fixed price, hourly rates, or a combination of both.

5.2 The Company may require a deposit to confirm a booking. Any such deposit will be detailed in the Quotation or booking confirmation and is payable by the due date stated.

5.3 Unless otherwise agreed, the balance of the charges is due on or before the day of the move and before unloading of Goods at the delivery address.

5.4 Payments must be made in the form accepted by the Company, which may include bank transfer, card payment, or other agreed methods. Cash payments may be accepted only where specifically agreed in advance and subject to any applicable limits.

5.5 If payment is not made when due, the Company reserves the right to:

(a) suspend or withhold Services, including unloading of Goods, until payment is received in full,

(b) charge interest on overdue amounts at the statutory rate or a reasonable commercial rate, and

(c) recover any costs incurred in pursuing late or unpaid invoices.

6. Cancellations, Postponements and Waiting Time

6.1 If the Customer wishes to cancel or postpone the Services, the Customer must notify the Company as soon as possible. Cancellation or postponement charges may apply, depending on the notice period provided.

6.2 Unless otherwise stated in the Quotation, the following charges may be applied when the Customer cancels:

(a) more than 7 days before the scheduled service date: no cancellation fee and any deposit may be refunded or credited at the Company’s discretion,

(b) between 7 days and 48 hours before the scheduled service date: up to 50 percent of the quoted charges may be payable,

(c) less than 48 hours before the scheduled service date or on the day of the move: up to 100 percent of the quoted charges may be payable.

6.3 If access to the property is delayed or not available at the agreed time, the Company may charge reasonable waiting time and any additional costs arising from the delay, including extended labour and parking charges.

6.4 The Company reserves the right to cancel or suspend the Services in whole or in part where:

(a) the Customer is in breach of these Terms and Conditions,

(b) provision of the Services would be unsafe or unlawful, or

(c) severe weather, road closures, accidents, or other events beyond the Company’s reasonable control prevent or significantly hinder performance. In such circumstances the Company will, where reasonably possible, offer an alternative date or solution.

7. Items Excluded from Carriage

7.1 The Company will not carry or handle any items that are dangerous, illegal, or unsuitable for transport, including but not limited to:

(a) explosives, firearms, weapons, or ammunition,

(b) flammable, corrosive, toxic, or hazardous materials,

(c) live animals or plants,

(d) perishable goods requiring refrigeration or special storage conditions,

(e) cash, securities, jewellery, precious metals, or high-value items unless expressly agreed in writing.

7.2 If such items are handed to the Company without its knowledge, the Company shall not be liable for any loss, damage, or consequence arising from them and may arrange for their removal, disposal, or return at the Customer’s cost.

8. Liability and Limitations

8.1 The Company will exercise reasonable care and skill in handling, transporting, and storing the Goods. However, the Company’s liability is subject to the limitations set out in this clause.

8.2 The Company will not be liable for loss or damage arising from:

(a) the Customer’s failure to adequately pack and protect Goods where packing is carried out by the Customer,

(b) inherent defects, natural deterioration, or pre-existing damage to Goods,

(c) atmospheric or climatic conditions, including damp, mould, rust, or warping, unless directly caused by the Company’s negligence,

(d) acts or omissions of the Customer or any third party, including where the Customer instructs the Company to move items against the advice of the Company’s staff,

(e) loss or damage to fragile or high-value items not clearly declared and agreed in writing prior to the move.

8.3 The Company’s total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall be limited to a reasonable market value of the affected Goods up to a maximum amount per move as stated in the Quotation or other written agreement. The Customer should consider arranging separate insurance if the value of the Goods exceeds this amount.

8.4 The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of income, loss of use, or loss of enjoyment, arising from or in connection with the Services.

8.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud, or for any other liability which cannot lawfully be excluded or limited.

9. Claims and Complaints

9.1 Any visible loss or damage to Goods should be reported to the Company’s staff as soon as reasonably possible and noted on any delivery documentation where available.

9.2 The Customer must notify the Company in writing of any claim for loss or damage within a reasonable time, normally within 7 days of completion of the Services or delivery of the Goods, whichever is sooner. The notification should provide sufficient details to allow the Company to investigate the claim.

9.3 The Customer must give the Company a reasonable opportunity to inspect any alleged damage before repairs or disposal, except where urgent safety concerns require immediate action.

10. Waste, Disposal and Environmental Regulations

10.1 The Company operates in accordance with applicable waste and environmental regulations. The Company will not remove or dispose of waste unless such services have been expressly agreed and included in the Quotation.

10.2 Where the Company agrees to remove items for disposal, the Customer confirms that they have the right to authorise such disposal and that the items do not contain hazardous or regulated waste.

10.3 Any charges for disposal services will be set out in the Quotation or otherwise agreed in writing. These may include fees for lawful disposal at licensed facilities and any necessary handling or segregation.

10.4 The Company reserves the right to refuse to remove or dispose of items which appear to be hazardous, contaminated, or unlawful to transport or dispose of. In such cases the Customer is responsible for arranging appropriate specialist disposal.

10.5 The Customer agrees not to request the Company to dispose of items in a manner that breaches waste regulations, fly-tipping laws, or any other environmental legislation.

11. Access, Parking and Property Damage

11.1 The Customer must ensure that suitable vehicular access and parking are available at both the collection and delivery addresses. Any parking restrictions, height limits, or other constraints must be disclosed in advance.

11.2 The Company is not responsible for fines, penalties, or charges arising from inadequate or unlawful parking arrangements requested by the Customer. If the Company pays such charges on behalf of the Customer, the Customer shall reimburse the full amount together with any administrative costs.

11.3 The Company will take reasonable care to avoid damage to property, including driveways, doorways, walls, and fixtures. However, moves involving difficult access, narrow staircases, or tight corners may carry an increased risk of minor scuffs or marks. The Customer should take reasonable steps to protect vulnerable surfaces in advance where possible.

12. Storage Services

12.1 Where the Company provides storage, whether directly or via a third party, the terms of storage, including duration, charges, access arrangements, and notice periods, will be set out in a separate document or in the Quotation.

12.2 Storage charges are normally payable in advance. Failure to pay storage charges when due may result in access being suspended and, after reasonable notice, the sale or disposal of Goods to recover outstanding sums in accordance with applicable law.

13. Data Protection and Privacy

13.1 The Company will collect and process personal data necessary to provide the Services, manage bookings, and handle payments and communications.

13.2 Personal data will be processed in accordance with applicable data protection laws. The Company will take reasonable steps to ensure that personal data is kept secure and only retained for as long as necessary for the purposes for which it was collected or as required by law.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions and any contract between the Company and the Customer shall be governed by and construed in accordance with the laws of England and Wales.

14.2 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 or formation.

15. General Provisions

15.1 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 continue in full force and effect.

15.2 No waiver by the Company of any breach of these Terms and Conditions shall be deemed a waiver of any subsequent breach.

15.3 The Customer may not assign or transfer their rights or obligations under these Terms and Conditions without the Company’s prior written consent.

15.4 These Terms and Conditions, together with the Quotation and any written variations agreed between the parties, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or arrangements.