Terms and Conditions for Removal Van Shepherds Bush
These Terms and Conditions set out the basis on which our removal van service is provided in the UK. By making a booking, the customer agrees to be bound by these terms for the supply of domestic or commercial moving services, including loading, transport, unloading, and any associated handling agreed in advance. These terms are intended to be clear, fair, and practical, while protecting both the customer and the service provider. They should be read carefully before confirming any reservation for removal van Shepherds Bush services or any related moving arrangement.
For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and “you” or “the customer” means the individual or business placing the booking. A booking may cover a single item move, a partial move, or a full property relocation, depending on the agreed scope. Unless specifically stated otherwise in writing, any quotation, estimate, or booking confirmation is based on the information supplied by the customer at the time of enquiry. If the details change, the service scope and price may also change accordingly.
These terms apply to all move types arranged through our removal van service Shepherds Bush and similar transport arrangements across the UK. They are designed to operate alongside applicable consumer law, transport rules, and waste legislation. Nothing in these terms limits statutory rights that cannot legally be excluded. If any part of these terms is found unenforceable, the remaining provisions will continue to apply so far as permitted by law.
1. Booking Process
Bookings are accepted only when we have confirmed availability and you have accepted the relevant quotation or estimate. A booking may be made by phone, email, online form, or another approved method. However, a booking is not final until we issue confirmation and, where required, receive the requested deposit or prepayment. We may request details such as collection and delivery addresses, access information, inventory, preferred dates, parking restrictions, and any special handling requirements. The customer must provide accurate and complete information at the time of booking.Any quote provided for removal van Shepherds Bush services is usually based on the volume, weight, access conditions, time required, and labour needed for the job. If the actual work differs materially from the information supplied, we reserve the right to revise the quote or, where necessary, decline the booking. Examples include but are not limited to extra floors without lift access, unusually heavy or fragile items, restricted parking, additional waiting time, or a larger load than expected. We may also adjust the booking if legal restrictions prevent the original service plan from being carried out safely.
2. Customer Responsibilities
Before the move date, you must ensure that items are properly packed unless packing has been expressly included in the service. You are responsible for securing loose contents, disconnecting appliances where appropriate, and arranging safe access at both collection and delivery points. The customer should also make sure that valuable documents, jewellery, cash, and personal items of exceptional value are kept separately and transported by the customer unless otherwise agreed in writing. We do not accept responsibility for items left in unsuitable packaging or for goods not disclosed at the time of booking.
3. Payments
Payment terms will be set out in the quotation or booking confirmation. Unless otherwise agreed, payment is due on completion of the service on the move day. For some jobs, particularly larger relocations or urgent bookings for a Shepherds Bush removal van, we may require a deposit in advance to secure the date. Deposits are normally non-refundable except where cancellation rights under these terms or applicable law provide otherwise. Any balance outstanding must be paid immediately once the service is completed, unless a different payment deadline has been confirmed in writing.We accept the payment methods stated at the time of booking and may decline cash, card, bank transfer, or other methods if there are reasonable operational concerns. If payment is delayed, refused, reversed, or disputed without good reason, we may charge reasonable recovery costs and interest where permitted by law. We also reserve the right to suspend future services until overdue sums are cleared. Prices may be subject to VAT or other taxes if applicable, and such charges will be shown where required.
Additional charges may apply if the actual service exceeds the original booking, including waiting time, extra labour, long carry distances, dismantling, reassembly, or stair carries not disclosed in advance. We will normally explain any additional cost as soon as reasonably practicable. If the customer chooses to proceed after being informed of the revised charge, this will be treated as acceptance of the extra fee. Where the service is delayed because the customer has not prepared the property or is not present at the agreed time, reasonable idle time may also be chargeable.
4. Cancellations and Rescheduling
You may cancel or reschedule a booking by notifying us as soon as possible. The amount payable on cancellation may depend on how much notice is given and whether any costs have already been incurred. For example, short-notice cancellations may result in the loss of a deposit or a reasonable cancellation fee, particularly where vehicles, staff, or subcontracted support have already been allocated. If you need to change the move date, we will try to accommodate the request, but we cannot guarantee availability.We may cancel or postpone a booking if circumstances beyond our control make it unsafe, unlawful, or impractical to carry out the service. Such circumstances may include severe weather, traffic disruption, vehicle failure, staff illness, emergency road closures, power outages affecting building access, or inaccurate information provided by the customer. In these cases, our liability is limited to a refund of any payment received for services not yet supplied, unless otherwise required by law. We are not responsible for consequential losses arising from unavoidable rescheduling.
5. Liability and Insurance
We will take reasonable care when handling your property, but the customer remains responsible for ensuring items are suitably packed, labelled, and disclosed. We are not liable for loss or damage caused by inadequate packing, pre-existing defects, inherent fragility, or items excluded from the booking description. This includes items that are chipped, cracked, loose, unstable, or otherwise not fit for transport. Unless specifically agreed, we do not accept liability for disconnection, reconnection, or installation work. For removal van Shepherds Bush jobs, liability will always be assessed in line with the factual circumstances of the move.
Subject to applicable law, our liability is limited to direct losses that are reasonably foreseeable and caused by our proven negligence or breach of contract. We will not be liable for indirect or consequential losses, including loss of profits, loss of business opportunity, emotional distress, or inconvenience, except where such exclusion is not permitted by law. Where we are found responsible for damage to goods, our liability may be limited to the lesser of the repair cost, replacement value, or the value stated in any agreed insurance arrangement, depending on the evidence available and the terms of the cover in place.
Customers are strongly encouraged to arrange appropriate insurance for high-value, fragile, or irreplaceable items. If you choose not to do so, you accept the risk associated with transporting such goods, subject always to non-excludable legal rights. We may require notification of damage or loss within a reasonable period after delivery, together with supporting evidence such as photographs and item descriptions. Failure to report issues promptly may affect our ability to investigate the claim properly.
6. Waste Regulations and Prohibited Items
Our service is intended for lawful household or business removals only. We do not transport hazardous waste, asbestos, chemicals, pressurised containers, flammable liquids, medical waste, or other prohibited materials unless expressly agreed and legally permitted. The customer must not include illegal goods, items requiring specialist waste licensing, or anything that could endanger staff, other goods, or the public. If prohibited items are discovered, we may refuse to load them, remove them from the vehicle, or end the service immediately without liability for delay or additional costs.
If the move includes unwanted items, the customer must tell us in advance whether those items are for reuse, resale, donation, or disposal. Any waste handling must comply with UK waste regulations, including duty of care requirements, segregation rules, and lawful transfer to authorised facilities where applicable. We do not operate as an unlicensed waste carrier unless such status has been specifically arranged and can be evidenced in writing. The customer remains responsible for ensuring that waste declarations are accurate and that any items intended for disposal are legally suitable for collection.
If we are asked to remove waste or unwanted items as part of a move, the customer authorises us to handle those items in accordance with the agreed instructions and all applicable laws. However, we may refuse waste collection if the items appear hazardous, contaminated, or unsuitable for transport under our operational policies. Any disposal charge will be based on volume, weight, labour, and lawful handling costs. The customer must not expect us to remove items that should instead be collected by a specialist contractor or disposed of under a separate compliance regime.