Shepherds Bush Movers Terms and Conditions

These Terms and Conditions set out the basis on which Shepherds Bush Movers provides removal and moving services in the UK. By making a booking, you agree to be bound by these terms, so it is important to read them carefully before confirming any service. In these terms, references to the company, we, us and our mean Shepherds Bush Movers, and references to you and your mean the customer using our services. These terms apply to domestic and commercial moves, packing support, item transport, loading and unloading, and any related services agreed in writing.

Our moving services are provided on the understanding that the information you give us is accurate and complete. This includes details about access, parking, item size, item weight, number of floors, lift availability, timing, and any items that require special handling. If the information supplied is incomplete or inaccurate, we may need to revise the quotation, adjust the service, or refuse to proceed where the risk, cost, or operational impact is unreasonable.

A booking with Shepherds Bush Movers is only confirmed once we have accepted your request and, where required, received the relevant deposit or advance payment. A quote is usually based on the information provided at the time of enquiry and may be either fixed or estimated depending on the nature of the job. If the scope changes before the move, we reserve the right to update the quote accordingly. You should check all booking details, including move date, collection and delivery address, access conditions, and any special instructions, before confirming.

We may ask for photographs, an inventory, or a video call to assess your items and the working environment. This helps us provide a more accurate quotation and plan the right vehicle, crew size, and equipment. If a visit is arranged and the actual conditions differ from the information supplied, we may charge additional fees or amend the service on the day. Any estimates given by Shepherds Bush Movers are based on reasonable assumptions and do not guarantee final price unless expressly stated as fixed in writing.

Booking requests can be made in advance or, where availability allows, at short notice. However, last-minute bookings are subject to crew and vehicle availability, and we cannot guarantee that a requested time slot will always be possible. We may refuse or cancel a booking if we believe the move would place staff, property, or the vehicle at risk, or if payment terms are not accepted. The customer is responsible for ensuring that all persons involved in the move are informed of the agreed arrangements and are ready at the required time.

The booking process may involve a deposit or pre-authorisation to secure the date. If a deposit is required, the amount and any conditions for refund will be stated at the time of booking. Unless otherwise agreed, the balance must be paid in full before or on completion of the service. We are not obliged to release goods, continue work, or return items to storage if payment has not been made in accordance with these terms. All sums payable must be made using the methods we accept at the time of booking.

Payment Terms

Our pricing may be calculated on an hourly basis, a fixed fee basis, or a combination of both, depending on the type of removal service booked. Charges may include labour, vehicle use, mileage, waiting time, parking, tolls, additional stops, packing materials, specialist handling, and waste-related charges where applicable. Any extras not included in the original quote must be agreed before the work is carried out or, if agreed on the day, recorded clearly by the team leader.

If payment is delayed, declined, reversed, or disputed without reasonable grounds, we may suspend further services and recover any costs reasonably incurred in collecting the outstanding amount. We may also charge interest on overdue sums in accordance with applicable UK law. If card payments, bank transfers, or other methods are used, you are responsible for ensuring that sufficient funds and correct payment details are available. Cash payments may only be accepted where stated in advance.

You agree that any additional charges arising from unexpected conditions, including difficult access, prolonged waiting periods, missed parking arrangements, extra handling time, or changes to the itinerary, may be added to the final invoice. Where a quotation states a minimum charge, that minimum will apply even if the service is completed in less time than anticipated. Any discounts or promotional offers apply only as expressly stated and may be withdrawn at any time before booking confirmation.

Cancellations and Amendments

If you wish to cancel or amend a booking, you must notify us as soon as possible. The amount refundable, if any, will depend on how much notice is given and whether we have already incurred costs for labour, vehicle allocation, permits, materials, or third-party services. Cancellations made close to the move date may not be refundable at all, particularly where the crew has already been assigned or where we cannot rebook the slot.

We may cancel or reschedule a service due to circumstances beyond our reasonable control, including severe weather, road closures, accidents, vehicle breakdown, staff illness, legal restrictions, or safety concerns. If we do so, we will use reasonable efforts to offer an alternative time. We will not be responsible for indirect losses arising from a cancelled or delayed service, provided we have acted reasonably and in good faith. If you fail to be present or available at the agreed time, we may treat the booking as cancelled by you and charge accordingly.

Where an amendment is requested, we will consider it based on availability and operational impact. Changes to the date, addresses, inventory, or service scope may affect the price. A revised quotation may be issued, and the move will proceed only if you accept the updated terms. For avoidance of doubt, Shepherds Bush Movers is not required to reschedule at no cost where the amendment creates additional expense or reduces the efficiency of the original booking.

Service Conditions and Customer Responsibilities

You must ensure that the property, goods, and access routes are ready for the move at the agreed time. This includes arranging parking where required, obtaining access permissions, disconnecting appliances if this is part of your responsibility, securing pets, and protecting items that are not to be moved. Fragile items should be packed appropriately unless packing has been specifically included in the service. We do not accept responsibility for damage resulting from poor packing by the customer unless caused by our negligence.

You must tell us in advance about items that are valuable, fragile, heavy, oversized, hazardous, or require special equipment. This includes, for example, pianos, safes, antiques, glass furniture, IT equipment, fuel containers, paint, chemicals, gas cylinders, and any restricted goods. We may refuse to handle any item that is illegal, dangerous, or unsuitable for transport. If we agree to move a special item, this may be subject to additional fees and specific handling conditions.

We reserve the right to stop work if the move becomes unsafe, if the property conditions differ materially from those described, or if your instructions would require us to act unlawfully or improperly. Our team may decline to carry out any task that could cause injury or damage. In such circumstances, you remain liable for work already completed and for any costs reasonably incurred. Our decision on safety matters is final on the day of service.

Liability and Limitations

We will take reasonable care when handling your belongings, but liability is limited to loss or damage caused by our proven negligence or wilful misconduct. We do not accept liability for pre-existing damage, ordinary wear and tear, items that were not properly packed by the customer, or losses caused by inaccurate information supplied during booking. Any claim must be made as soon as reasonably possible and, where visible damage is involved, ideally before the team leaves the site.

Where our liability is established, our responsibility will normally be limited to repair, replacement, or compensation up to the value of the affected item, subject to evidence of value and condition before the move. We may require photographs, receipts, or other supporting evidence. We are not liable for loss of profit, missed deadlines, business interruption, emotional distress, or indirect or consequential loss, except where such exclusion is prohibited by law.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. If a claim arises, you must allow us a reasonable opportunity to inspect the item or property and to investigate the circumstances. Failure to do so may affect the outcome of the claim. These limitations apply to all moving company terms and removal service terms provided by us.

Waste Regulations and Disposal

If the service includes disposal, clearance, or removal of unwanted items, all waste handling will be carried out in accordance with applicable UK waste regulations. Waste must be described accurately at the time of booking so that we can assess whether it can be legally collected, transported, reused, recycled, or disposed of. We will not knowingly transport controlled, hazardous, or prohibited waste unless we are lawfully licensed and specifically authorised to do so.

You are responsible for ensuring that any items marked for disposal are genuinely unwanted and that you have the right to transfer them to us for removal. If any waste contains personal data, confidential material, sharp objects, chemicals, batteries, electrical equipment, or other regulated materials, you must notify us in advance. Certain materials may require separate handling or may be refused altogether. Where disposal charges apply, these will be added to the quote or invoiced separately if discovered on the day.

We may use approved recycling, re-use, transfer, or disposal facilities where appropriate. If any waste presented for collection is misdescribed, mixed with non-waste goods, or not suitable for the agreed service, we may refuse to remove it or charge for additional sorting and disposal costs. You agree to indemnify us against penalties, fines, claims, or losses arising from your failure to disclose the nature of the waste or from your breach of waste transfer obligations.

Property Access, Delays, and Storage

If we are delayed by events outside our control, including traffic disruption, restricted access, waiting for keys, late completion of prior stages, or issues with lifts and parking, we may charge waiting time or adjust the schedule. Where access is difficult or impossible because of factors you should reasonably have anticipated, you may be charged for wasted attendance or additional labour. You are responsible for ensuring that the access route is adequate for the safe movement of goods.

If items must be stored temporarily as part of the service, the storage arrangement will be subject to separate terms unless expressly included in the booking. We are not obliged to store items without prior agreement. If items remain uncollected or if payment is overdue, we may exercise any rights available to us under law, including the right to retain goods until payment is made. Any storage facility used will be selected with reasonable care, but storage conditions may vary depending on the arrangement agreed.

Where the customer asks us to leave items at a property without a responsible adult present, we will not be liable for loss after delivery has been completed and signed off, unless the loss arises from our negligence at the point of delivery. If you request unattended delivery, you accept the risk associated with that instruction. In all cases, we recommend that you verify the condition and count of goods as soon as practicable after completion.

Insurance

We may maintain appropriate insurance cover for our business operations, but this does not replace your duty to safeguard your own property and ensure adequate packing and disclosure. Any insurance cover we hold will be subject to its own policy terms, exclusions, limits, and claim conditions. A quotation or booking confirmation does not create a promise that all items are fully insured for every type of loss. If you have particularly valuable goods, you should consider arranging additional cover.

Where a claim is made, it must be supported with reasonable evidence and submitted within a reasonable time. We may reject claims that are speculative, unsupported, or made after an unreasonable delay. Claims for damage to electrical items, fragile goods, or disassembled furniture may require proof that the item was working and intact before the move. This section should be read together with the liability provisions above and does not broaden our responsibility beyond what the law requires.

General Legal Terms

These terms may be updated from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will apply unless a later version is expressly agreed in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right at any time does not mean we waive that right.

Nothing in these terms creates a partnership, employment relationship, or agency relationship between you and us. Only the parties to the booking may enforce these terms, subject to any rights that cannot legally be excluded. If there is a conflict between these terms and a written quotation, invoice, or booking confirmation, the order of precedence will be the written agreement specifically issued for the booking, followed by these general terms. These removal terms and conditions are intended to be fair and transparent.

The headings in this document are for convenience only and do not affect interpretation. Where wording appears in singular it may include plural and vice versa, and references to one gender include all genders. Any examples used in these terms are illustrative only and do not limit the general effect of the clauses. The customer acknowledges that they have had the opportunity to review the terms before proceeding with the booking.

Governing Law

These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales. Any dispute, claim, or matter arising from or in connection with the services provided by Shepherds Bush Movers will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If you are a consumer, your statutory rights are not affected by these terms.

Shepherds Bush Movers aims to provide a professional, clear, and lawful service at every stage of the booking and moving process. By proceeding with a booking, you confirm that you understand these conditions, accept the responsibilities set out above, and agree to cooperate reasonably with our team so the service can be delivered safely and efficiently. These terms are designed to support a fair relationship between customer and provider, while reflecting standard UK service practice.