Sydenham Removals Terms and Conditions
These Terms and Conditions set out the basis upon which Sydenham Removals provides removal and associated services within the United Kingdom. By booking 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 given below:
1.1 "We", "us" and "our" means Sydenham Removals, the provider of removal and associated services.
1.2 "You" and "your" means the customer, being the person or organisation who books our services.
1.3 "Services" means any removal, packing, unpacking, loading, unloading, transport, storage or related services provided by us.
1.4 "Goods" means the items and property which are to be moved, handled, packed, transported or stored by us as part of the Services.
1.5 "Contract" means the agreement between you and us for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation supplied by us.
2. Service Area
2.1 We provide removal and associated services across the United Kingdom, with particular focus on residential and commercial moves starting from or delivering to London and surrounding regions. Availability may vary depending on location and scheduling constraints.
2.2 Travel time, access restrictions, congestion and parking conditions in your area may impact the duration and cost of the Services. Any such factors notified to you in advance or reasonably arising on the day will form part of the Contract.
3. Booking Process
3.1 You may request a quotation for Services by providing accurate details of the addresses involved, the nature and volume of Goods, access conditions, and any special requirements such as packing, dismantling and reassembly.
3.2 Quotations are based on the information you supply. If the information is incomplete or inaccurate, we may adjust the quotation, apply additional charges, or refuse to provide the Services if it is unsafe or impractical to proceed.
3.3 A Contract is formed only when we confirm acceptance of your booking. Confirmation may be in writing or in another form clearly indicating acceptance, such as a written booking confirmation or invoice.
3.4 We reserve the right to decline any booking at our sole discretion, for example if the work falls outside our normal service scope, if we have safety concerns, or if we do not have suitable availability.
3.5 You must inform us at the time of booking of any factors that may affect the Services, including but not limited to limited access, parking restrictions, narrow staircases, lifts, low headroom, long carrying distances, or any items requiring special handling.
4. Quotations and Pricing
4.1 Unless otherwise stated, quotations are estimated based on the information provided and are not a fixed price. They may be subject to variation where the actual work differs from that described.
4.2 Quotations generally exclude charges for parking, tolls, congestion or clean air zone charges, permits, ferry charges, or similar third party fees. These will be charged at cost if incurred during the provision of the Services.
4.3 Where the Services are charged on an hourly basis, the agreed rates will apply from the time our team arrives at the first address until completion of the work, including loading, travel between addresses and unloading, subject to any minimum charge period stated in the quotation.
4.4 Any additional work requested on the day of the move that is outside the scope of the original quotation may incur additional charges, which will be discussed with you wherever reasonably possible before such work is undertaken.
5. Payments
5.1 Unless otherwise agreed in writing, a deposit may be required to secure your booking. The amount and due date for the deposit will be stated in our quotation or booking confirmation.
5.2 Payment terms will be specified in the quotation or booking confirmation. In most cases, full payment is due on or before the day of the move, and in any event prior to completion of unloading unless otherwise agreed.
5.3 We accept payment by the methods notified to you during the booking process. You are responsible for ensuring that payment is made in cleared funds by the due date.
5.4 If payment is not received in accordance with the agreed terms, we reserve the right to suspend or withhold the Services and to exercise a lien over the Goods until payment is made in full.
5.5 We may charge interest on overdue amounts at the statutory rate applicable under UK law until payment is received in full, as well as our reasonable costs in recovering any overdue sums.
6. Cancellations, Postponements and Changes
6.1 If you wish to cancel or postpone your booking, you must notify us as soon as possible. The effective date of cancellation is the date on which we confirm receipt of your notice.
6.2 We may apply cancellation or postponement charges depending on the notice given, as set out below or as stated in your quotation:
a. More than 7 days before the agreed move date: no cancellation fee, and any deposit paid may be refunded or applied to a future booking at our discretion.
b. Between 3 and 7 days before the agreed move date: we may retain all or part of the deposit, and reserve the right to charge up to 50 percent of the quoted price to cover allocated resources and lost business.
c. Less than 3 days before the agreed move date or on the day of the move: we may charge up to 100 percent of the quoted price.
6.3 If you change the move date, addresses, scope of work or other key details, we will endeavour to accommodate the change subject to availability. Any changes may impact the price and may also be treated as a cancellation and new booking where the change is substantial.
6.4 We may cancel or postpone the Services where necessary due to circumstances beyond our reasonable control, including but not limited to severe weather, strikes, road closures, accidents, vehicle breakdown, or safety concerns. In such cases, our liability will be limited to returning any deposit or prepayment you have made for Services not yet performed, and we will not be responsible for additional losses arising from such cancellation or postponement.
7. Your Responsibilities
7.1 You are responsible for ensuring that:
a. All necessary permissions, permits and authorisations are obtained for us to carry out the Services, including parking permissions and access to premises.
b. The premises are safe and fit for us to work in, including adequate lighting, clear access routes, and absence of hazards.
c. All Goods are properly prepared for moving, and fragile or high-value items are appropriately packed and clearly marked unless you have specifically booked a packing service.
d. You or an authorised representative are present throughout the move to provide instructions, confirm items to be moved, and sign any relevant documentation.
7.2 You must declare to us in advance any Goods of unusual value, fragile items, or items that require special handling or specialist equipment.
7.3 You must not ask us to carry, and you must not include among the Goods, any of the following prohibited items: hazardous or explosive materials, flammable liquids or gases, illegal substances, perishable foodstuffs likely to spoil, live animals, or any item whose carriage is restricted by law.
8. Our Responsibilities
8.1 We will exercise reasonable care and skill in providing the Services, taking into account the nature of the Goods and the conditions in which we are working.
8.2 We will provide appropriately trained staff and suitable vehicles for the agreed Services, based on the information supplied by you at the time of booking.
8.3 We will take reasonable steps to protect floors, walls and doorways from damage when moving Goods through your premises, provided this is compatible with safe working practices and does not cause undue delay.
9. Liability and Limitations
9.1 Our liability for loss of or damage to Goods will be limited to reasonable and foreseeable loss arising directly from our negligence or breach of contract, subject to the exclusions and limitations set out in this clause.
9.2 We will not be liable for loss of or damage to:
a. Goods packed by you or by a third party where we did not pack the items.
b. Items that are inherently fragile or whose condition is compromised by age or wear, including but not limited to glass, ceramics, mirrors, artwork, appliances and furniture with existing weaknesses.
c. Goods where you have failed to inform us of special handling requirements or high value.
9.3 We will not be responsible for:
a. Indirect or consequential loss, such as loss of profits, loss of opportunity, or additional expenses caused by delay, cancellation or damage.
b. Loss or damage arising from circumstances beyond our reasonable control, such as severe weather, traffic incidents, or acts of third parties.
9.4 You must notify us in writing of any loss of or damage to Goods that you believe has been caused by us as soon as reasonably practicable and no later than 7 days after completion of the Services, providing full details. We may not consider claims made after this period where late notification prejudices our ability to investigate the circumstances.
9.5 Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot be excluded or limited under applicable law.
10. Timeframes and Delays
10.1 Any timeframes for arrival, completion or delivery are estimates only unless expressly guaranteed in writing. Traffic, access difficulties and unforeseen circumstances can affect the duration of the move.
10.2 We will use reasonable endeavours to meet agreed timeframes but will not be liable for reasonable delays or for any indirect losses arising from such delays.
11. Access, Parking and Property Damage
11.1 You are responsible for arranging suitable parking for our vehicles at both the collection and delivery addresses. Where parking restrictions apply, you must ensure that the necessary permissions or permits are in place.
11.2 We are not responsible for parking fines or penalties incurred as a result of your failure to obtain the correct permissions. Any such costs may be charged to you in addition to the agreed price.
11.3 We will take reasonable care not to cause damage to property while accessing buildings and moving Goods. However, we are not responsible for damage arising from moving oversized items through tight spaces, staircases, doorways or similar access points where you have requested that we proceed despite the risk.
12. Waste and Environmental Regulations
12.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal service and will only remove items as part of an agreed removal or clearance service.
12.2 We will not remove hazardous waste, clinical waste, asbestos, chemicals, or any materials that we are not authorised or equipped to handle safely and legally.
12.3 Where removal of unwanted items is included in the Services, we will dispose of such items using appropriate channels, such as licensed waste transfer facilities, recycling centres or approved reuse schemes, as far as reasonably practicable.
12.4 You confirm that you have the right to dispose of any items handed over to us for removal or disposal, and you agree to indemnify us against any claims or costs arising from unauthorised disposal of items that did not belong to you or that you did not have authority to discard.
13. Insurance
13.1 We maintain insurance appropriate to the nature of our business, including cover for our legal liability for loss or damage to Goods arising from our negligence.
13.2 You are responsible for arranging any additional insurance you consider necessary for the full replacement value of your Goods, especially for high-value or fragile items.
14. Complaints and Dispute Resolution
14.1 If you have any concerns about the Services provided, you should raise them with us as soon as possible so that we can seek to resolve the issue promptly.
14.2 We will investigate any complaint in good faith and respond within a reasonable time, explaining our findings and any steps we propose to take.
14.3 If a dispute cannot be resolved directly between us, either party may seek to use mediation or another recognised form of alternative dispute resolution before commencing legal proceedings, although this is not a requirement.
15. Data Protection
15.1 We will collect and use your personal information only for the purpose of arranging and providing the Services, processing payments, and managing our relationship with you, in accordance with applicable data protection laws in the United Kingdom.
15.2 We will take reasonable steps to keep your personal information secure and not share it with third parties except where necessary to provide the Services, comply with legal obligations, or where you have given your consent.
16. Variation of Terms
16.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time your booking is confirmed will apply to your Contract.
16.2 Any variation to these Terms and Conditions must be agreed in writing by us to be valid.
17. Severability
17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, such provision shall be deemed deleted, but the remaining provisions will continue in full force and effect.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions and any Contract between you and us shall be governed by and construed in accordance with the laws of England and Wales.
18.2 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 any Contract, including any non-contractual disputes or claims.
By confirming a booking with Sydenham Removals, you acknowledge that you have read, understood and agree to these Terms and Conditions.
