Acton Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Acton Removals provides moving and related services to domestic and commercial customers. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. These conditions are designed to create a clear understanding of the service, pricing, responsibilities, and limitations that apply to every removals service we carry out. They should be read alongside any written quotation, inventory, or service specification provided for the job.

In these terms, references to ???we??�, ???us??�, or ???our??� mean Acton Removals, and references to ???you??� or ???the customer??� mean the person, business, or organisation requesting the service. The term services includes home removals, office removals, packing, loading, unloading, furniture handling, and any additional work agreed in writing. Where there is any conflict between these terms and a specific written agreement, the written agreement will apply to the extent of that conflict.

By using our Acton removals company services, you confirm that you have the authority to accept these terms on behalf of all persons with an interest in the goods being moved. You also confirm that the information you provide is complete and accurate, including access details, item descriptions, and any known risks. Failure to provide accurate information may affect the price, the timing, or the ability to complete the service safely.

All bookings are subject to acceptance by us. A booking may be requested by phone, email, online form, or other approved method, but it becomes binding only when we confirm it and, where required, receive the agreed deposit or payment. We may request photographs, inventories, or a pre-move assessment to prepare an accurate quotation. Any estimate is based on the information available at the time and may be revised if the scope of work changes.

The customer is responsible for ensuring that the booking details are correct. This includes the collection and delivery addresses, floor access, parking restrictions, lift availability, item list, dates, and any special handling needs. If the customer changes the booking after confirmation, we may adjust the price, staffing, vehicle size, or timing. Additional charges may apply where extra labour, waiting time, or special equipment is needed because of information not disclosed before the booking.

We reserve the right to refuse, postpone, or withdraw a booking where it is unsafe, impractical, unlawful, or likely to cause damage to property or goods. This includes situations where access is unsuitable, items are misdescribed, or the work involves prohibited or hazardous materials. If we are unable to proceed because of incomplete or inaccurate information supplied by the customer, the customer may remain liable for reasonable costs already incurred.

Our fees are normally quoted on the basis set out in the written estimate. Unless stated otherwise, quotes may be based on hourly rates, fixed prices, or a combination of both. Prices may also reflect the number of staff, vehicle size, mileage, parking arrangements, dismantling requirements, packing materials, and the complexity of the job. Any estimate is given in good faith, but it is not guaranteed unless expressly stated to be a fixed-price quotation.

Payment terms will be confirmed in advance of the job. In many cases, a deposit may be required to secure the booking, with the balance payable on completion of the service or on another agreed date. We may request full or partial payment before unloading, particularly for business customers, long-distance work, or services involving third-party costs. Accepted payment methods may vary and must be settled in cleared funds unless agreed otherwise in writing.

If payment is not made when due, we may charge reasonable late payment interest and recovery costs to the extent permitted by law. We may also suspend further work, retain goods where lawful, or decline future services until outstanding sums are settled. Any dispute about an invoice must be raised promptly and in writing; however, disputed amounts do not excuse payment of the undisputed balance. We retain the right to correct pricing errors caused by clerical mistakes, missing information, or changes to the agreed service.

Cancellation requests must be made as soon as possible. If you cancel after confirming a booking, cancellation charges may apply depending on how much notice is given and what preparatory work has already been carried out. This may include administrative time, staffing allocations, vehicle scheduling, packing materials, and third-party bookings made on your behalf. The closer the cancellation is to the scheduled date, the more likely it is that charges will be due.

If we cancel a booking, we will normally offer an alternative date or refund any prepaid amount for the cancelled portion of the service, unless cancellation is caused by the customer???s breach of these terms or by circumstances outside our control. We will not be liable for costs arising from a cancellation where the reason is beyond our reasonable control, including severe weather, road closures, accidents, strikes, or emergency events that prevent safe service delivery.

Where a customer fails to be present, fails to provide access, or is not ready for collection or delivery at the agreed time, this may be treated as a cancellation or a failed attendance. In such cases, waiting time, redelivery charges, storage costs, or a minimum call-out fee may apply. Any items left behind because of incomplete preparation may require a new booking and additional payment before further work can proceed.

We take reasonable care when handling your goods, but all removals carry an element of risk. Our liability is limited to direct loss or damage caused by our negligence or breach of contract, subject to these terms and any statutory rights that cannot be excluded. We are not liable for loss arising from pre-existing damage, ordinary wear and tear, hidden defects, inadequate packaging supplied by the customer, or items that were fragile and not properly declared in advance.

Customers must ensure that goods are adequately packed unless packing has been expressly included in the service. Where we do pack items, we will use reasonable skill and care, but we are not responsible for damage caused by the nature of the goods themselves, manufacturer weakness, or inadequate prior condition. We may refuse to move items that are unsafe, improperly secured, or likely to cause harm to people or property.

Unless a higher level of protection has been agreed in writing, our liability for loss or damage to goods is capped at a reasonable amount related to the job, and in any event may be limited by the value declared by the customer before the move. The customer is encouraged to arrange suitable insurance for valuable, antique, irreplaceable, or high-risk items. We do not accept responsibility for loss of data, software, stored electronic information, or indirect or consequential losses such as missed business opportunities.

Any claim for damage or loss must be notified to us within a reasonable period after the service, and in any event as soon as the issue is discovered. The customer should provide supporting information, including photographs, a description of the item, and details of the circumstances. We may inspect the goods, packaging, or affected area before agreeing liability. Failure to allow inspection may affect any claim. Our obligation is limited to repair, replacement, or compensation at our reasonable discretion, subject to the law and the contract.

Customers are responsible for securing passports, cash, jewellery, medicines, legal documents, and other high-value or personal items before the move begins. We recommend that such items are carried personally rather than placed in the removal vehicle. We shall not be liable for any loss of these items unless we have expressly agreed in writing to take possession of them and any higher risk has been accepted in advance.

All goods moved as part of a removal service must be lawful to possess, transport, and transfer. You must not ask us to move items that are illegal, dangerous, stolen, contaminated, or prohibited by law. If such items are discovered, we may refuse to handle them, notify the relevant authorities if required, and charge for time already spent. Any concealment of dangerous or unlawful items is a serious breach of these terms.

Waste Regulations apply to all services involving clearance, disposal, or removal of unwanted materials. We operate in line with applicable UK waste law and will only transport, dispose of, or transfer waste where it is lawful and properly arranged. The customer remains responsible for identifying whether items are waste, reusable goods, or materials requiring specialist disposal. We are not obliged to handle waste unless this has been expressly included in the service agreement.

Where we collect waste or unwanted items, the customer confirms that they have the right to dispose of those materials and that they are not hazardous, toxic, clinical, asbestos-containing, or otherwise regulated unless specifically disclosed and agreed. We may refuse waste that is unsafe, improperly sorted, or not covered by the agreed service. Any costs arising from the discovery of prohibited waste, contamination, or incorrect classification may be passed to the customer where permitted by law.

For the avoidance of doubt, our Acton removal services do not include unlawful dumping, fly-tipping, or disposal at unauthorised sites. Any waste collected by us will be handled through appropriate lawful channels and may be subject to documentation or transfer requirements where applicable. The customer agrees not to place us in breach of any waste duty, environmental duty, or licensing obligation. If the customer provides materials that require specialist treatment, additional charges and delays may apply, or the goods may be rejected.

We may use subcontractors, helpers, or partner vehicles to perform part or all of the service. Where this happens, they will be required to act in a manner consistent with these terms, but we remain responsible only to the extent required by law and the agreed contract. We may also decide the order in which items are loaded and unloaded in order to protect goods, improve efficiency, or comply with access limitations.

The customer must provide safe and suitable access to the property and any destination address. This includes parking permission, adequate lighting, clear pathways, and disclosure of any stairs, narrow entrances, low ceilings, or other obstacles. If the access situation differs from what was described, we may pause the work, request additional payment, or reschedule. We are not responsible for delays caused by blocked access, traffic restrictions, building rules, or conditions outside our reasonable control.

Any disassembly or reassembly carried out by us will be performed with reasonable care, but we cannot guarantee that every item can be dismantled or reassembled without risk. Some furniture may be unsuitable for repeated assembly, and fittings, screws, or fixings may be missing or defective. Where instructions are unavailable or parts are fragile, we may decline to proceed. The customer accepts responsibility for ensuring that products are fit for transport and that any specialist manufacturer guidance is followed where relevant.

We shall not be liable for delay or failure to perform any obligation where the delay or failure is caused by events beyond our reasonable control. This includes, without limitation, weather conditions, traffic incidents, road closures, industrial action, public emergencies, fire, flood, acts of terrorism, equipment failure, and government restrictions. If such an event occurs, we will take reasonable steps to minimise disruption and, where possible, rearrange the service.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under English law. If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full force. Our failure to enforce any term on one occasion does not mean we waive the right to enforce it later.

These terms form the entire agreement between the parties in relation to the service, except where a separate written contract states otherwise. The customer should keep a copy for their records. By proceeding with an Acton removals booking, the customer confirms acceptance of the service conditions, including payment obligations, cancellation provisions, and the handling of goods and waste in accordance with law.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the service shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. We aim to deal with concerns fairly and promptly, but nothing in these terms affects any statutory rights you may have as a consumer or business customer under applicable UK law.