Terms and Conditions

Holland Park Movers Terms and Conditions of Service

These Terms and Conditions set out the basis on which Holland Park Movers provides household and commercial removal, packing, transport and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below:

1.1 "Company" means Holland Park Movers, the removal services provider.

1.2 "Customer" means the individual, partnership, company or organisation that books or uses the services of the Company.

1.3 "Services" means any removal, packing, unpacking, loading, unloading, storage, transportation, waste removal, or related services provided by the Company.

1.4 "Goods" means the items, furniture, personal belongings, equipment and other property which are the subject of the Services.

1.5 "Contract" means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions and any written quotation or booking confirmation issued by the Company.

2. Scope of Services

2.1 The Company provides domestic and commercial removal and associated services within the United Kingdom. Any services outside the UK or involving export, import or customs procedures must be expressly agreed in writing.

2.2 The exact scope of the Services will be set out in the quotation and booking confirmation. This may include, where agreed, packing, dismantling and reassembly of furniture, provision of packing materials, short-term storage, and removal of non-hazardous waste arising directly from a removal.

2.3 The Company reserves the right to refuse to transport or handle any Goods that, in its reasonable opinion, present a health and safety risk, are prohibited by law, or are excluded under these Terms and Conditions.

3. Booking Process

3.1 The Customer may request a quotation by providing details of the properties involved, access, inventory of items, special handling requirements, dates, and any other relevant information. Quotations are based on the information provided by the Customer and may be revised if that information is inaccurate or incomplete.

3.2 All quotations are estimates only unless expressly stated otherwise. The Company may adjust the charges if the volume of Goods, access conditions, duration of the work, or any other key factor differs from that originally described by the Customer.

3.3 A booking is not confirmed until the Customer has accepted the quotation, agreed to these Terms and Conditions, and any required deposit or prepayment has been received by the Company. The Company may decline a booking at its discretion.

3.4 The Customer must ensure that the dates, addresses, and scope of Services set out in the booking confirmation are accurate. Any requested changes are subject to availability and may result in additional charges.

4. Customer Responsibilities

4.1 The Customer must provide accurate information about the nature and quantity of the Goods, access and parking arrangements, any restrictions at the properties, and any items requiring special handling.

4.2 The Customer is responsible for securing suitable parking and, where necessary, arranging permits or authorisations for the Company’s vehicles. Any parking charges, penalties or fines incurred as a result of inadequate arrangements by the Customer may be added to the final invoice.

4.3 The Customer must ensure that the premises are safe for the Company’s staff to work in, including clear access ways, adequate lighting, and compliance with any applicable health and safety requirements.

4.4 The Customer must remove and secure all valuables and personal documents such as money, jewellery, watches, personal identification documents, financial papers, and similar items. These items are carried entirely at the Customer’s risk and are excluded from the Company’s standard liability provisions.

4.5 The Customer must ensure that all electrical appliances are disconnected, all gas appliances are disconnected by a qualified professional, and any fixtures and fittings are ready for removal unless the Company has expressly agreed to provide such services.

5. Payments and Charges

5.1 Unless otherwise agreed in writing, charges are based on factors including time, labour, distance, volume or weight of Goods, and any additional services provided such as packing, materials, dismantling and reassembly, and waste removal.

5.2 The Company may require a deposit or full prepayment prior to the provision of Services. The amount and timing of such payments will be confirmed at the time of booking.

5.3 Where the Customer is invoiced after completion of the Services, payment is due within the time stated on the invoice. If no period is stated, payment is due immediately on completion of the Services.

5.4 The Company reserves the right to charge interest on overdue amounts at the statutory rate permitted under UK law, accruing daily from the due date until payment is received in full.

5.5 If the Customer fails to pay any sums due, the Company may suspend further Services, retain Goods in its possession as security for payment, or arrange storage of Goods at the Customer’s cost until payment is made.

5.6 Any additional work requested on the day of removal or arising from unforeseen circumstances beyond the Company’s control may be charged at the Company’s prevailing hourly or fixed rates.

6. Cancellations and Postponements

6.1 If the Customer wishes to cancel or postpone a booking, the Customer must notify the Company as soon as reasonably possible. Cancellation and postponement charges may apply.

6.2 The Company may, at its discretion, apply the following cancellation or postponement charges based on the notice period before the agreed start time of the Services:

a. More than seven calendar days: no cancellation fee, and any deposit may be refunded or credited at the Company’s discretion.

b. Between two and seven calendar days: up to fifty percent of the quoted charges may be payable.

c. Less than two calendar days or on the day of the move: up to one hundred percent of the quoted charges may be payable.

6.3 If the Company is unable to perform the Services on the agreed date due to circumstances beyond its reasonable control, such as severe weather, accidents, road closures, industrial action, safety concerns, or other events of force majeure, the Company will use reasonable efforts to agree a new date with the Customer. The Company will not be liable for any consequential loss arising from such delays or rearrangements.

7. Access, Parking and Property Conditions

7.1 The Customer must ensure suitable access at both origin and destination locations for the Company’s vehicles and staff, including any necessary lift access, keys, security codes, or instructions.

7.2 If restricted access, long carries, or other impediments not previously disclosed result in additional time or labour, the Company may make additional charges.

7.3 The Company is not responsible for damage to driveways, pathways, or other access routes that are unsuitable for heavy vehicles, where the Customer has requested or insisted that vehicle access be attempted.

8. Excluded Items

8.1 Unless otherwise agreed in writing, the Company will not transport or handle any of the following items:

a. Explosives, firearms, ammunition, or weapons.

b. Flammable, corrosive, toxic, or otherwise hazardous materials.

c. Live animals, plants requiring special conditions, or perishable goods.

d. Illegal items or substances, or any items the possession of which may contravene UK law.

e. Valuable items such as jewellery, bullion, precious stones, fine art, antiques of high value, or collections, unless specifically declared, accepted by the Company in writing, and appropriately insured by the Customer.

8.2 The Company may refuse to load any item that, in its reasonable opinion, presents an unacceptable risk or is inadequately packed.

9. Liability for Loss or Damage

9.1 The Company will exercise reasonable care and skill in the performance of the Services. Liability for loss of or damage to Goods while in the Company’s custody or control is subject to the limitations set out in this clause.

9.2 The Company’s liability for loss or damage to Goods is limited to a reasonable cost of repair or replacement, subject to any monetary limit specified in the quotation or booking confirmation, unless a higher value has been agreed in writing and any additional charges have been paid by the Customer.

9.3 The Company will not be liable for:

a. Loss or damage arising from inherent defects, poor construction, or pre-existing damage of Goods.

b. Damage to items that are self-packed by the Customer, unless there is clear evidence of mishandling by the Company.

c. Loss of or damage to cash, jewellery, watches, precious metals, or similar valuables, whether or not notified to the Company, unless expressly agreed otherwise in writing.

d. Indirect or consequential loss, including loss of profit, loss of use, or emotional distress.

e. Loss or damage where Goods are moved at the Customer’s own risk, for example where the Customer has instructed the Company contrary to professional advice.

9.4 The Company will not be liable for delays in transit unless expressly guaranteed in writing. Any such guarantee will be limited to a refund or reduction of charges for the affected part of the Services.

9.5 The Customer must notify the Company in writing of any apparent loss or damage as soon as reasonably possible and in any event within seven calendar days of completion of the Services. The Customer must allow the Company an opportunity to inspect any alleged damage.

10. Insurance

10.1 The Company maintains appropriate business insurance in respect of its legal liabilities. This does not replace or extend the Customer’s own contents or commercial insurance.

10.2 The Customer is strongly advised to ensure that the Goods are adequately insured for their full replacement value during removal, transit and any storage. The Customer should check the terms of any existing insurance policies to confirm cover for removal and associated services.

11. Waste and Environmental Regulations

11.1 The Company will only remove and dispose of waste where this has been specifically included in the quotation or agreed in writing as part of the Services.

11.2 The Company will comply with applicable UK waste management laws and regulations, including requirements relating to the transport and disposal of household and commercial waste.

11.3 The Customer must not request removal or disposal of hazardous, clinical, or regulated waste unless the Company has expressly agreed to provide such services and holds the necessary authorisations. Additional fees and documentation may apply.

11.4 Where the Company removes unwanted items or packaging as part of the Services, such materials will be disposed of or recycled in accordance with local regulations and environmental best practice, where reasonably practicable.

12. Complaints and Dispute Resolution

12.1 If the Customer is dissatisfied with any aspect of the Services, the Customer should raise the issue with the Company as soon as possible so that it can be addressed promptly.

12.2 Formal complaints should be made in writing, setting out full details of the issue, the date of the Services, and the desired resolution. The Company will investigate and respond within a reasonable timeframe.

12.3 The Company will attempt to resolve complaints amicably with the Customer. If a dispute cannot be resolved, either party may pursue their legal remedies through the UK courts as set out in these Terms and Conditions.

13. Data Protection and Privacy

13.1 The Company will collect and process personal data of the Customer for the purpose of providing the Services, administering the Contract, and complying with legal obligations.

13.2 The Company will handle personal data in accordance with applicable UK data protection legislation. Personal data will not be sold to third parties and will only be shared where necessary for the performance of the Services or as required by law.

14. Limitation of Liability

14.1 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be limited or excluded under UK law.

14.2 Subject to clause 14.1, the Company’s total aggregate liability arising out of or in connection with the Contract, whether in contract, tort, or otherwise, shall be limited to the amount of the charges paid or payable by the Customer for the relevant Services, unless a higher limit has been expressly agreed in writing.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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, the Contract, or the Services provided by the Company.

16. General Provisions

16.1 If any provision of these Terms and Conditions is held to be invalid, illegal, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

16.2 No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach.

16.3 The Contract is between the Company and the Customer. No third party shall have any rights under the Contracts Rights of Third Parties Act 1999 to enforce any of its terms.

16.4 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract with the Customer.