Terms and Conditions

Shepherd's Bush Movers Service Terms and Conditions

These Terms and Conditions set out the basis on which Shepherd's Bush Movers provides removal, packing, storage coordination and associated services to you. By making a booking, confirming a quotation, or allowing our team to commence work at your property, you agree to be bound by these Terms and Conditions.

These Terms and Conditions apply to consumer and business customers within the United Kingdom. They are intended to be read together with any written quotation or service confirmation we provide to you. In the event of any conflict, the terms set out in our written quotation or service confirmation will take precedence over these general terms to the extent of the conflict.

1. Definitions

In these Terms and Conditions:

Client means the person, company or organisation requesting our services.

We, us, our means Shepherd's Bush Movers.

Services means any removal, packing, loading, unloading, furniture dismantling or reassembly, or related services provided by us, including where applicable the transport and handling of goods to or from storage facilities.

Goods means the items and belongings that you ask us to move, pack, handle or otherwise deal with in connection with the Services.

Contract means the agreement between you and us for the provision of Services, incorporating these Terms and Conditions and our written quotation or booking confirmation.

2. Quotations and Service Area

All quotations are provided on the basis of the information supplied by you, including property access, parking arrangements, the volume and nature of the Goods, and the addresses involved. Quotations are normally given on a fixed price basis, subject to the assumptions and exclusions set out in the quotation and in these Terms and Conditions.

Our services are primarily offered within the UK. Travel to addresses outside our usual operating radius, or to locations with restricted access, may incur additional charges for time, mileage, tolls, congestion charges or ferry fees, which will be indicated where reasonably foreseeable at the quotation stage or subsequently agreed with you.

We reserve the right to revise a quotation or charge additional fees where:

1. The information you provided at the quotation stage is incomplete, inaccurate or has changed.

2. Additional services are requested on the day of the move or thereafter.

3. Access to the property is significantly more difficult than described or anticipated, including but not limited to long carrying distances, narrow staircases, absence of lifts, or parking restrictions.

4. Delays outside our control occur, such as waiting for keys, delayed access to premises, or hold-ups caused by third parties.

3. Booking Process

Your booking is not confirmed until you have accepted our quotation and we have acknowledged your acceptance. Acceptance may be given in writing or, where agreed, verbally. We may also require a deposit or advance payment as part of the booking process. If a deposit is required, this will be stated in the quotation or communicated to you before confirmation.

We recommend that you book your removal date as early as possible, especially where completion or tenancy dates are involved. Provision of a quotation does not guarantee availability on any particular date, and dates are allocated on a first-come, first-served basis upon receipt of acceptance and any required deposit.

You are responsible for ensuring that the booking details are accurate and complete, including addresses, dates, access instructions and the approximate volume or list of items. Any subsequent changes should be notified to us as soon as possible so that we can try to accommodate them. We may need to revise the price or schedule if changes are material.

4. Payments and Charges

Unless otherwise stated in writing, payment for the Services is due in full no later than the start of the move, or at the time of collection of your Goods. We may, at our discretion, require partial or full payment in advance of the move date.

We accept standard UK payment methods as notified to you during the booking process. We do not accept payment by cheque unless specifically agreed in advance.

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

1. Suspend or cancel the provision of Services.

2. Retain possession of Goods until full payment is received, in accordance with our rights of lien.

3. Charge interest on overdue amounts at the statutory rate permitted under applicable law until cleared funds are received.

All prices are quoted inclusive or exclusive of VAT as stated in the quotation. If VAT or any similar tax becomes chargeable or the rate changes, we will adjust the amount payable accordingly in line with UK tax regulations.

5. Cancellations and Postponements

You may cancel or postpone your booking by giving us notice. Because we reserve vehicles, equipment and crews for your specific date, we apply the following cancellation and postponement charges, unless otherwise agreed in writing:

More than 10 working days before the scheduled move date: no cancellation charge, and any deposit paid will be refunded or transferred to a new date by agreement.

Between 5 and 10 working days before the scheduled move date: a charge of up to 30 percent of the quoted price may apply.

Less than 5 working days before the scheduled move date: a charge of up to 60 percent of the quoted price may apply.

On the scheduled move date, or if you fail to provide access when our team arrives: a charge of up to 100 percent of the quoted price may apply.

Working days exclude weekends and bank holidays. Any specific cancellation terms set out in your quotation or booking confirmation will take precedence.

If we need to cancel or rearrange your booking due to circumstances beyond our reasonable control, such as severe weather, road closures, serious illness, accidents, or other events making it unsafe or impossible to proceed, we will inform you as soon as reasonably practicable and offer an alternative date. We will not be liable for any consequential loss resulting from such cancellation or rearrangement, but any payments made for services not provided will be refunded or credited.

6. Your Responsibilities

You agree to:

1. Ensure that you are present, or represented by an authorised adult, during collection and delivery, to provide instructions and sign any required documents.

2. Arrange appropriate parking and permits where required, and bear any related costs such as parking fees or penalty charges arising from insufficient arrangements not caused by us.

3. Ensure that the premises are safe for our team to work in, free from unreasonable hazards, and that essential services such as lighting are available.

4. Pack all non-fragile items in suitable containers unless you have arranged a packing service with us, and secure or remove any fixtures or fittings that are not to be moved.

5. Comply with all applicable laws and regulations relating to the Goods and the premises, including restrictions relating to hazardous materials and waste.

7. Goods Not Accepted for Removal

The following items are excluded from our Services unless we expressly agree in writing to handle them:

1. Explosive, corrosive, flammable or hazardous materials, including gas cylinders, fuel, chemicals and paints that are not sealed and safe for transport.

2. Illegal items or substances, or items whose possession or transport would be unlawful.

3. Perishable goods requiring refrigeration or special handling.

4. Valuables such as jewellery, watches, precious metals, cash, bonds, deeds, securities, fine art of high value or collections, unless specifically declared and agreed in advance.

5. Animals, plants or living organisms.

If you submit such items without our knowledge or consent, you do so at your own risk and we will have no liability for loss or damage. We may remove or dispose of any such items if we become aware of them, and may charge you for any associated costs or legal responsibilities.

8. Liability and Limitations

We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Goods, or for delay, is subject to the limitations set out in this section.

We will not be liable for:

1. Loss or damage arising from your failure to pack items properly where you have chosen to pack them yourself, including damage to fragile items not packed in suitable materials.

2. Loss or damage to items where pre-existing defects, wear and tear, or inherent weakness or instability make them susceptible to damage, including but not limited to particle board furniture, assembled flat-pack items and brittle items.

3. Loss or damage arising from your failure to properly secure appliances, disconnect utilities, or prepare appliances for transport.

4. Loss or damage arising from acts or omissions of third parties, including property developers, landlords, estate agents or other contractors.

5. Any indirect, consequential or purely economic loss, including loss of profit, loss of revenue, loss of anticipated savings, or loss of opportunity.

Our liability for direct physical loss of or damage to Goods, where we are found to be at fault, will be limited to a reasonable amount per item or per consignment as stated in our quotation or insurance summary. You are responsible for ensuring that this limit is adequate for the value of your Goods, and we may offer additional cover by separate agreement.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

You must notify us in writing of any loss or damage to Goods as soon as reasonably practicable and in any event within a reasonable time after delivery. We may inspect the items and packaging and request evidence to assess any claim.

9. Delays, Waiting Time and Storage

We will use reasonable efforts to adhere to agreed dates and times, but any times given are estimates only and not guaranteed, as traffic, road conditions, access issues and other factors may affect the schedule.

If we experience delays beyond our control, including waiting for access, keys, or documentation, we may charge a reasonable waiting fee based on our hourly rates as communicated to you. Where severe delays make it impractical to complete the move on the same day, we may transfer Goods to temporary storage or return them to our base, and additional charges for storage, re-delivery and insurance may apply.

10. Waste Regulations and Disposal

We operate in compliance with UK waste and environmental regulations. We are not a general waste disposal company, and any waste removal or disposal services will only be undertaken by prior agreement as part of the Services.

Where we agree to remove unwanted items, you confirm that you have the right to dispose of those items and that they do not contain hazardous or prohibited materials. We will determine the appropriate route for disposal, which may include reuse, recycling, licensed waste facilities or charity donations, in line with applicable regulations.

Additional charges may apply for the removal and disposal of large, heavy, or difficult items, electrical equipment, mattresses, or items classified as bulky waste. These charges will be communicated to you where reasonably foreseeable.

If we discover that items presented for disposal contain hazardous materials or are otherwise unsuitable for the agreed method of disposal, we may refuse to take them or may charge additional fees to handle them safely and lawfully.

11. Insurance

We maintain appropriate liability insurance in connection with the Services we provide. Details of our standard cover and any options for increased or specific cover will be made available on request or outlined in our quotation.

You remain responsible for arranging any additional insurance you consider necessary for your Goods, particularly for high-value items, and for ensuring that any existing home or business insurance policies are updated or extended to cover the move if appropriate.

12. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our Services, you should notify us as soon as possible so that we can seek to resolve the matter promptly. Please provide full details of the issue, including dates, addresses and any supporting evidence.

We will investigate complaints in good faith and aim to respond within a reasonable timeframe. Where appropriate, we may offer to repair damage, replace items, or make a financial settlement in line with these Terms and Conditions and any applicable insurance cover.

If a dispute cannot be resolved directly, you and we may agree to refer the matter to an independent dispute resolution body or mediation service. Participation in such schemes does not affect your statutory rights.

13. Data Protection and Privacy

We will collect and use your personal information only as needed to provide the Services, process payments, manage bookings and comply with legal and regulatory obligations. We will keep your information secure and will not sell your data to third parties.

We may share necessary information with insurers, payment processors, employees and contractors involved in delivering the Services, and with authorities where required by law. Further details of how we handle personal data are available in our privacy information, which we can provide on request.

14. Force Majeure

We will not be in breach of the Contract or otherwise liable for any failure or delay in performing our obligations where such failure or delay results from events, circumstances or causes beyond our reasonable control. These may include, without limitation, extreme weather, natural disasters, war, terrorism, civil unrest, strikes, road closures, accidents, epidemics or restrictions imposed by authorities.

In such circumstances, we will notify you where practical and will use reasonable efforts to resume the Services as soon as it is safe and feasible to do so.

15. Governing Law and Jurisdiction

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.

You and we 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 the Services, provided that this does not limit any mandatory rights you may have as a consumer to bring proceedings in another jurisdiction under applicable law.

16. General Provisions

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision will be deemed deleted, but the remaining provisions will continue in full force and effect.

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

You may not assign or transfer your rights or obligations under the Contract without our prior written consent. We may assign or subcontract some or all of our obligations where necessary to deliver the Services, provided that we remain responsible for the proper performance of the Contract.

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