Catford Removals Terms and Conditions of Service

These Terms and Conditions govern the provision of removal and associated services by Catford Removals to you as a consumer or business customer within 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 "Company" means Catford Removals, the provider of the removal and associated services.

1.2 "Customer" means the person, firm or company who requests or purchases services from the Company.

1.3 "Services" means removal, packing, loading, transportation, unloading, unpacking, storage, clearance and any additional services agreed in writing with the Customer.

1.4 "Goods" means all items, furniture, equipment, personal belongings and any other property that the Company is requested to move, handle, store or dispose of.

1.5 "Contract" means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation.

1.6 "Service Area" means the areas in which the Company routinely provides Services within the United Kingdom, including but not limited to Catford and surrounding districts, subject to availability and agreement.

2. Quotations and Booking Process

2.1 All quotations are based on the information provided by the Customer, including but not limited to the volume of Goods, access conditions, parking arrangements, journey distance, and any special requirements such as packing, dismantling or reassembly.

2.2 Quotations are given on the assumption that there are no unusual difficulties of access, parking restrictions, or conditions that were not disclosed at the time of quotation. The Company reserves the right to revise the quotation or charge additional fees if any such issues arise.

2.3 Quotations are normally valid for a specified period, after which they may be subject to change. The validity period will be indicated on the quotation or otherwise communicated to the Customer.

2.4 No booking shall be treated as confirmed until the Customer has explicitly accepted the quotation and the Company has issued a booking confirmation. The Company may require a deposit or advance payment as a condition of confirmation.

2.5 The Customer is responsible for ensuring that all details in the quotation and booking confirmation are accurate, including service dates, addresses, access details and the scope of work. Any changes must be communicated to the Company as soon as possible and may result in a revised quotation or additional charges.

2.6 Bookings are subject to availability. The Company does not guarantee availability on any given date until a booking has been confirmed.

3. Customer Responsibilities

3.1 The Customer must provide clear and accurate information regarding the Goods, including any items that are fragile, valuable, or require special handling.

3.2 The Customer is responsible for ensuring that the Goods are ready for removal at the agreed time, unless the Company has agreed to provide packing services.

3.3 The Customer must ensure that adequate parking and access are available at both collection and delivery points. This may include arranging parking permits or reserving spaces where necessary. Any fines, penalties or additional costs arising from inadequate parking or access may be charged to the Customer.

3.4 The Customer must be present, or ensure that an authorised representative is present, at the collection and delivery addresses to oversee the work, confirm instructions and sign any necessary documentation.

3.5 The Customer must remove, or arrange for the removal of, any fixtures, fittings or appliances that are not to be moved, and must disconnect any appliances unless otherwise agreed.

4. Services Provided

4.1 The Company will provide the Services with reasonable care and skill, using suitably trained staff and appropriate vehicles and equipment.

4.2 The Company may use its own staff and vehicles or those of carefully selected subcontractors. In either case, the Company remains responsible for the proper performance of the Contract.

4.3 Unless specifically agreed in writing, the Company does not undertake to:

a) disconnect, reconnect, dismantle or reassemble appliances, fittings, or complex furniture systems;

b) move or handle items that require specialist lifting equipment or are unsafe to move;

c) transport live animals, perishable goods or hazardous materials; or

d) carry out any services outside the Service Area where it is not reasonably practical to do so.

4.4 The Company reserves the right to refuse to move any Goods that, in its reasonable opinion, present a risk to the health and safety of its staff or to other Goods, property or third parties.

5. Payments and Charges

5.1 Unless otherwise agreed, payment terms will be set out in the quotation or booking confirmation. This may include a deposit on booking and the balance due before or on completion of the Services.

5.2 The Company reserves the right to decline to commence or continue with the Services if payment has not been received in accordance with the agreed payment terms.

5.3 Additional charges may apply where:

a) the volume of Goods exceeds the estimate provided by the Customer;

b) there are delays outside the Companys control, including waiting time caused by the Customer, third parties, or restrictions at the property;

c) access is more difficult than originally advised, requiring additional labour, time or equipment;

d) the Customer requests additional Services or changes to the agreed scope of work; or

e) Services are required outside normal working hours, unless already included in the quotation.

5.4 All charges are inclusive or exclusive of applicable taxes as stated in the quotation. The Customer is responsible for any taxes, duties or other charges imposed by law in connection with the Services.

6. Cancellations and Postponements

6.1 The Customer may cancel or postpone a booking by providing notice to the Company. The amount of notice required and any cancellation or postponement fees will be set out in the quotation or booking confirmation, subject to the provisions below.

6.2 Where the Customer cancels more than a specified number of working days before the scheduled service date, any deposit may be refunded in whole or in part, at the Companys discretion, after deduction of any reasonable administrative or preparatory costs.

6.3 Where the Customer cancels within a shorter period before the scheduled service date, the Company may retain all or part of any deposit and may charge a cancellation fee up to a reasonable proportion of the total agreed price, reflecting the loss of reserved capacity and any costs already incurred.

6.4 Where the Customer postpones a booking, the Company will use reasonable efforts to accommodate the new date, subject to availability. Additional charges may apply if the postponement causes the Company to incur extra costs or lose other bookings.

6.5 The Company reserves the right to cancel or postpone the Services due to circumstances beyond its reasonable control, including severe weather, road closures, vehicle breakdowns, staff illness, or safety concerns. In such cases, the Company will seek to agree a new service date with the Customer and shall not be liable for any resulting indirect or consequential loss.

7. Exclusions and Responsibility for Goods

7.1 The Company will not accept responsibility for loss or damage to:

a) items packed by the Customer, unless there is clear evidence of mishandling by the Company;

b) valuables including cash, jewellery, watches, precious metals, securities, or important documents, unless expressly agreed in writing and properly declared in advance;

c) items with pre-existing damage or defects; or

d) Goods that the Company has advised are unsuitable for transport or storage.

7.2 The Customer must ensure that all fragile or delicate items are properly protected and packed, unless the Company has been engaged to carry out professional packing for those items.

7.3 The Company does not undertake to carry out an inventory of Goods unless specifically agreed. The Customer is responsible for ensuring that all Goods have been collected and delivered as required.

8. Liability and Limitations

8.1 The Company will exercise reasonable care in handling and transporting the Goods and will be liable for loss or damage caused by its negligence or breach of Contract, subject to the limitations in this clause.

8.2 The Companys liability for loss of or damage to Goods shall be limited to a reasonable sum per item or per consignment, as specified in the quotation or otherwise notified to the Customer. The Customer is advised to arrange appropriate insurance for Goods of high value.

8.3 The Company shall not be liable for:

a) indirect or consequential loss, including loss of profit, loss of business, loss of revenue, or loss of opportunity;

b) loss or damage arising from circumstances beyond its reasonable control, including but not limited to acts of nature, fire, flood, war, riot, terrorism, strikes, lockouts, road accidents caused by third parties, or delays caused by traffic conditions;

c) deterioration of perishable goods or plants; or

d) normal wear and tear or minor cosmetic damage that does not affect the functionality of the item.

8.4 Nothing in these Terms and Conditions limits or excludes the Companys liability for death or personal injury caused by its negligence, or for any other liability that cannot be limited or excluded under applicable law.

8.5 The Customer must notify the Company in writing of any visible loss or damage to Goods as soon as reasonably possible and, in any event, within a reasonable time after completion of the Services. Failure to do so may affect the ability to investigate and resolve the matter.

9. Insurance

9.1 The Company maintains insurance cover for its legal liabilities arising from the provision of the Services, subject to policy terms, conditions and exclusions.

9.2 The Customer is strongly advised to arrange adequate insurance for the full value of the Goods being moved or stored, as the Companys liability may be limited and may not cover the full replacement value.

10. Waste Regulations and Disposal of Items

10.1 The Company complies with applicable UK waste management and environmental regulations when carrying out clearance, disposal or recycling services.

10.2 The Customer must not request the Company to remove or dispose of hazardous, illegal or prohibited items, including but not limited to chemicals, asbestos, gas cylinders, explosives, medical waste or controlled substances.

10.3 Where the Company agrees to remove unwanted items, such items will be handled, recycled or disposed of at authorised facilities in accordance with relevant laws and regulations. Additional charges may apply for disposal, particularly in respect of bulky or difficult waste.

10.4 The Customer is responsible for ensuring that any items presented for disposal are lawfully in their possession and that they have the right to authorise their removal and disposal.

11. Access, Parking and Property Damage

11.1 The Customer must ensure that reasonable access is available for the Companys vehicles and staff at both the collection and delivery addresses. This includes informing the Company in advance of any restrictions such as height limits, narrow roads, or internal access constraints.

11.2 The Company will take reasonable care to avoid damage to property during the removal process. However, the Company shall not be liable for damage to driveways, surfaces or access routes where the Customer has requested or agreed that vehicles may be driven or parked in areas that are not designed for such use.

11.3 The Customer is responsible for protecting floors, walls and fixtures where necessary, unless otherwise agreed. The Company will use reasonable efforts to minimise scuffs and marks but cannot guarantee that no minor damage will occur in confined spaces or difficult access conditions.

12. Delays and Waiting Time

12.1 The Company will use reasonable efforts to adhere to agreed arrival and completion times but cannot guarantee exact timings due to factors such as traffic, weather and access conditions.

12.2 If the Company is delayed in starting or completing the Services due to reasons beyond its control, including delays in obtaining keys, waiting for instructions, or third-party actions, the Customer may be charged for waiting time at the rate specified in the quotation or otherwise notified.

13. Complaints and Dispute Resolution

13.1 If the Customer 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, rectified.

13.2 The Company will aim to respond to complaints promptly and to seek a fair and reasonable resolution. The Customer agrees to cooperate with any investigation, including providing photographs, documentation and access to inspect the Goods or property where relevant.

14. Data Protection and Privacy

14.1 The Company will collect and process personal data provided by the Customer for the purposes of administering bookings, delivering the Services and managing the business relationship.

14.2 The Company will handle personal data in accordance with applicable data protection laws and will not sell or misuse Customer information. Personal data may be shared with subcontractors or service providers only where necessary to deliver the Services.

15. General Provisions

15.1 These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between the Customer and the Company and supersede any prior understandings or representations.

15.2 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.

15.3 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 right or remedy.

15.4 The Customer may not assign or transfer their rights or obligations under the Contract without the prior written consent of the Company.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any Contract formed under them shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any disputes or claims arising out of or in connection with these Terms and Conditions or their subject matter.

By confirming a booking with Catford Removals, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.