Mortlake Removals Terms and Conditions
These Terms and Conditions set out the basis on which Mortlake Removals provides residential and commercial removal, packing, storage handling and associated services. By booking or using 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 set out below.
Company means Mortlake Removals, the provider of the removal and associated services.
Client means the person, firm or company that requests, books or pays for the services.
Services means any removal, packing, unpacking, loading, unloading, handling, storage handling, waste removal, or related services supplied by the Company to the Client.
Goods means all items of furniture, personal effects, equipment and any other property that the Company is instructed to move, handle or otherwise deal with.
Contract means the agreement between the Client and the Company for the provision of services, incorporating these Terms and Conditions.
2. Scope of Services
The Company provides home and office removals, packing and unpacking, loading and unloading, and related handling services for Clients moving within, to or from the Company’s regular service area and the wider United Kingdom. Any additional services, such as storage handling, waste removal or specialist item moves, are provided only where agreed in writing as part of the quotation or later variation to the Contract.
The Company is not responsible for services not expressly included in the written quotation or agreed variation. Any verbal statements or representations do not form part of the Contract unless confirmed in writing by the Company.
3. Quotations and Pricing
All quotations are based on the information provided by the Client, including property access, volume or list of goods, distance, parking arrangements and any special handling requirements. Quotations are typically supplied as a fixed price or an estimated price, depending on the nature of the job.
The Company reserves the right to revise a quotation or make additional charges if:
1. The information provided by the Client was incomplete, inaccurate or has changed.
2. Access at either property is more restricted than advised, including but not limited to narrow staircases, lifts, or long walking distances.
3. Parking restrictions, suspensions or permits are not properly arranged by the Client where they are responsible for doing so.
4. Additional services are requested on the day, such as dismantling or reassembly not previously quoted for.
5. There are delays beyond the Company’s reasonable control, including waiting times for keys, completion, or other third-party actions.
Unless otherwise stated, quotations do not include customs duties, tolls, parking fees, congestion or clean air zone charges, ferry fees or similar third-party charges. Where incurred, these shall be payable by the Client in addition to the quoted price.
4. Booking Process
A booking is only confirmed when the Client has accepted the quotation in writing or by other agreed method, provided all requested details, and paid any required deposit. Until confirmation, dates and times remain subject to availability and may be offered to other Clients.
The Company may request a site visit or video survey before confirming a quotation to assess the volume of goods, access and any special requirements. The Client shall ensure that accurate information is provided during any survey.
It is the Client’s responsibility to ensure that the booking details, including addresses, dates, access information and contact details, are correct. Any requested changes to the booking are subject to availability and may result in revised charges.
5. Client Responsibilities
The Client agrees to:
1. Arrange suitable parking and, where necessary, obtain any permits or authorisations required at both collection and delivery addresses, unless otherwise agreed in writing.
2. Ensure that the property is accessible and that the Company’s staff have safe and reasonable access to all areas required.
3. Properly pack and secure all Goods where packing is not included in the quotation, using suitable materials and methods to prevent damage in transit.
4. Remove and safely disconnect all appliances, fixtures and fittings prior to the move, unless disconnection has been expressly agreed in writing as part of the services.
5. Ensure that no prohibited, dangerous or illegal items are included in the Goods.
6. Be present or represented by an authorised person at collection and delivery to provide instructions, check property condition and sign any relevant documents.
Failure by the Client to meet these responsibilities may result in delays, additional charges or, in serious cases, cancellation of the services, with any paid fees being non-refundable in accordance with the cancellation terms.
6. Payments
Unless otherwise agreed in writing, a deposit may be required at the time of booking, with the balance payable prior to, or on, the day of the move before unloading takes place.
The Company reserves the right to refuse to commence or continue with the services if payment has not been received as agreed. Time for payment is of the essence. Any overdue sums shall accrue interest at the statutory rate applicable under UK law until paid in full.
Payments must be made using methods accepted by the Company, which may include bank transfer or card payment. Cash payments may be accepted solely at the Company’s discretion and may be subject to limits or additional requirements for security and accounting purposes.
All prices are quoted in pounds sterling and, where applicable, include value added tax at the prevailing rate unless stated otherwise.
7. Cancellations and Amendments
Should the Client wish to cancel or postpone the services, notice must be provided to the Company as soon as reasonably practicable.
Where cancellation or postponement is made:
1. More than 10 working days before the scheduled moving date, any deposit paid may be refunded or transferred, less any reasonable administrative costs.
2. Between 5 and 10 working days before the moving date, the Company may retain all or part of the deposit to cover lost bookings and preparation costs.
3. Less than 5 working days before the moving date, the Company reserves the right to charge up to 75 percent of the quoted price.
4. On the moving day or after the crew has been dispatched, the Company reserves the right to charge up to 100 percent of the quoted price.
The above timeframes are indicative and may be varied in writing for specific contracts. Any non-refundable third-party costs incurred on behalf of the Client shall remain payable in full in the event of cancellation or postponement.
The Company reserves the right to cancel or postpone the services due to circumstances beyond its reasonable control, including severe weather, mechanical failure, accidents, illness, or safety concerns. In such cases, the Company will offer the next available date or, where appropriate, refund any sums paid for services not provided. The Company shall not be liable for consequential losses arising from such cancellations.
8. Excluded and Restricted Items
The Client must not submit for removal or storage the following items unless the Company has expressly agreed in writing and appropriate arrangements have been made.
1. Hazardous, explosive, corrosive, flammable or otherwise dangerous goods, including gas cylinders, fuels, paints, chemicals and fireworks.
2. Perishable goods or those requiring controlled temperature, including foodstuffs and plants that may perish during transit.
3. Illegal items or items obtained unlawfully.
4. Cash, securities, precious stones, jewellery, watches, valuable collections, or other items of unusually high value.
5. Animals or other live creatures.
Where such prohibited or restricted items are moved without the Company’s knowledge, the Company shall have no liability for any loss, damage or deterioration, and the Client shall indemnify the Company against any claims, penalties or costs arising from their presence.
9. Liability and Insurance
The Company will exercise reasonable care and skill in providing the services. Liability for loss of or damage to Goods is limited as set out in this clause.
Unless otherwise agreed in writing, the Company’s liability for loss or damage to Goods, however caused, shall not exceed a fixed amount per item or per consignment, in line with its standard insurance arrangements. Details of current limits are available on request.
The Company shall not be liable for:
1. Loss or damage arising from inherent defects, ageing, wear and tear or pre-existing damage to the Goods.
2. Damage to furniture or items that require dismantling or reassembly where such work was carried out by the Client, or where furniture is not designed to be moved once assembled.
3. Loss or damage caused by defective or inadequate packing where the Goods were packed by the Client or a third party.
4. Loss of data or records from computers, devices or storage media.
5. Any indirect or consequential loss, including loss of profit, loss of revenue, loss of enjoyment or loss of opportunity.
The Client is strongly advised to arrange appropriate insurance cover for the full value of the Goods, particularly for high-value items or where the standard liability limits may not be sufficient. The Company may, at the Client’s request, assist in arranging additional cover, which may be subject to separate terms and charges.
10. Claims and Time Limits
Any visible loss or damage to Goods or property must be reported to the Company’s crew at the time of occurrence or, where not immediately apparent, within a reasonable time after completion of the services.
All claims for loss or damage must be submitted to the Company in writing, providing full details of the items concerned, the nature and extent of the damage, and any supporting evidence. Unless otherwise required by law, claims must be received no later than 7 days after the services are completed.
Failure to notify the Company within this time limit may prejudice the ability to investigate the claim and may affect the outcome. The Company reserves the right to inspect the Goods and property, and to arrange for repairs or replacements at its discretion where liability is accepted.
11. Damage to Property
The Company will take reasonable care to avoid damage to walls, floors, doors and other fixtures while moving Goods. However, the Client should take reasonable steps to protect vulnerable surfaces and inform the Company of any areas of concern.
Where the Company is found to be liable for damage to property, its responsibility will be limited to the reasonable cost of repair or cleaning, taking into account fair wear and tear. The Company is not responsible for cosmetic damage resulting from moving large items through tight doorways, stairwells or restricted access where no reasonable alternative route exists.
12. Waste and Environmental Regulations
Where the Company provides waste removal or disposal services, such services are carried out in accordance with applicable UK waste management and environmental regulations.
The Client must clearly identify any items to be disposed of and ensure that no hazardous or regulated waste is included unless previously agreed. The Company reserves the right to refuse to remove or dispose of any item that it considers unsafe, unlawful or unsuitable.
Waste removal may be charged separately based on volume, weight, type of material and any third-party disposal fees. The Client is responsible for any additional fees arising from contamination, misdescription of waste or failure to segregate materials as agreed.
13. Delays and Events Beyond Control
The Company will make reasonable efforts to adhere to agreed dates and times, but these are estimates and cannot be guaranteed. The Company is not liable for delays or inability to complete the services due to events beyond its reasonable control, including but not limited to traffic conditions, accidents, severe weather, road closures, strikes, or issues at the Client’s property such as late key release or completion delays.
Where significant delays occur, the Company will, where possible, keep the Client informed and discuss any necessary adjustments or additional charges for waiting time or rescheduling.
14. Privacy and Data Protection
The Company collects and processes personal data about Clients only to the extent necessary to provide the services, manage bookings, take payments and handle queries or claims. Personal data is handled in accordance with applicable data protection legislation in the United Kingdom.
Client details are not sold or shared with third parties for marketing purposes. They may be shared with insurers, payment processors, legal advisers or other service providers where required to fulfil the Contract or meet legal obligations.
15. Complaints
If the Client is dissatisfied with any aspect of the services, they should raise the matter with the team on the day where possible so that it can be addressed promptly. If the issue is not resolved, the Client may submit a written complaint providing full details of the concerns.
The Company will investigate any complaint in a fair and timely manner and will respond with its findings and any proposed resolution. This complaints process does not affect any statutory rights the Client may have under UK law.
16. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with the Contract or the services shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or relating to these Terms and Conditions, the Contract or the provision of the services.
17. General Provisions
If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court or competent authority, that provision shall be severed and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
The Client may not assign or transfer any of their rights or obligations under the Contract without the Company’s prior written consent. The Company may assign or subcontract its rights and obligations where necessary to provide the services, provided that this does not materially reduce the level of service.
These Terms and Conditions, together with any written quotation and agreed variations, constitute the entire agreement between the Client and the Company in relation to the services, and supersede any prior understandings or representations, whether oral or written.
