Archway Removals Terms and Conditions
These Terms and Conditions set out the basis on which Archway Removals provides residential and commercial removal, packing, transportation 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 your booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below:
1.1 "Company" means Archway Removals.
1.2 "Customer" means the person, firm or organisation booking or using the services of the Company.
1.3 "Services" means any removal, packing, loading, unloading, storage, transportation, clearance or associated services supplied by the Company.
1.4 "Goods" means all items and effects which are to be removed, transported, handled, packed or stored by the Company on behalf of the Customer.
1.5 "Contract" means the agreement between the Company and the Customer for the supply of Services, incorporating these Terms and Conditions.
1.6 "Service area" means the locations within the United Kingdom where the Company provides Services, including surrounding areas that can reasonably be reached by the Company’s vehicles.
2. Quotation and Estimates
2.1 Any quotation issued by the Company is based on the information provided by the Customer and is subject to survey where applicable.
2.2 Quotations are normally provided for specific addresses within the service area and are based on:
(a) the volume and nature of the Goods;
(b) the access and parking conditions at all relevant addresses;
(c) the distance between properties and any additional collection or delivery points;
(d) the Services requested, including any packing, dismantling or reassembly.
2.3 Unless stated otherwise in writing, quotations are valid for 30 days from the date of issue.
2.4 The Company reserves the right to amend or withdraw a quotation if:
(a) the Customer’s requirements change;
(b) the information provided by the Customer is incomplete or inaccurate;
(c) access or parking is materially more difficult than reasonably anticipated;
(d) there are unforeseen circumstances beyond the Company’s control, such as severe weather or road closures.
3. Booking Process
3.1 A booking is only confirmed when the Customer has:
(a) accepted the quotation or estimate provided by the Company;
(b) agreed to these Terms and Conditions; and
(c) paid any applicable deposit as requested by the Company.
3.2 The Company may decline a booking at its sole discretion, including where the requested work falls outside the usual service area, involves prohibited Goods, or presents safety or legal concerns.
3.3 The Customer is responsible for ensuring that all dates, addresses, contact details and service requirements are accurate at the time of booking. Any changes must be notified to the Company as soon as possible and may result in additional charges.
3.4 Bookings are subject to the availability of vehicles, staff and other resources on the agreed date. The Company will use reasonable efforts to accommodate the Customer’s preferred dates, but time shall not be of the essence unless expressly agreed in writing.
4. Customer Responsibilities
4.1 The Customer must ensure that:
(a) the Goods are ready for removal at the agreed time and properly packed where the Customer has chosen to pack;
(b) all Goods to be removed are clearly identified to the Company’s staff;
(c) there is adequate access and parking for the Company’s vehicles at all addresses;
(d) any necessary permits or permissions for parking or access are obtained in advance;
(e) any items that require specialist handling are brought to the Company’s attention before the day of the move.
4.2 The Customer must be present or represented by an authorised person during loading and unloading to ensure that the correct Goods are taken and delivered.
4.3 The Customer must disconnect and reconnect any appliances unless specifically agreed that the Company will do so. The Company is not responsible for plumbing, wiring or gas connections.
4.4 The Customer must remove or secure any fixtures or fittings that could be damaged during the move, such as ceiling lights, wall-mounted televisions or shelving, unless the Company has agreed to undertake this work.
5. Goods Excluded from the Service
5.1 The Company will not knowingly transport or handle the following without prior written agreement:
(a) hazardous, flammable or explosive materials;
(b) illegal items or substances;
(c) cash, securities, jewellery and other high value items;
(d) perishable or refrigerated goods;
(e) animals or live plants that may be affected by delays or temperature changes.
5.2 If such items are transported without the Company’s knowledge, the Company shall have no liability for any loss, damage or delay relating to them and reserves the right to remove or dispose of them safely at the Customer’s cost.
6. Payments and Charges
6.1 Unless otherwise agreed in writing, payment terms are as follows:
(a) a deposit may be required at the time of booking;
(b) the balance is due in full no later than the day of the move and, in any event, before unloading is completed.
6.2 Payment methods will be communicated to the Customer at the time of booking. The Company may refuse to start or continue work if cleared funds have not been received by the required time.
6.3 Additional charges may apply where:
(a) the move extends beyond the time reasonably expected due to circumstances outside the Company’s control;
(b) there are additional Goods not included in the original quotation;
(c) access is more restricted than advised, such as long carries, narrow staircases or use of additional staff;
(d) the Company is required to wait due to delays in gaining access to the property.
6.4 All charges are subject to applicable taxes and levies imposed by law.
7. Cancellations and Postponements
7.1 If the Customer wishes to cancel or postpone a booking, they must notify the Company as soon as possible.
7.2 The Company reserves the right to apply the following charges:
(a) cancellation or postponement more than 7 days before the move date: no cancellation fee, but any non-refundable third-party costs may be charged;
(b) cancellation or postponement between 3 and 7 days before the move date: up to 50 percent of the quoted price may be charged;
(c) cancellation or postponement less than 3 days before the move date: up to 100 percent of the quoted price may be charged.
7.3 If the Company must cancel or postpone the Services due to circumstances within its control, it will offer an alternative date or a refund for any sums paid for Services not provided. The Company shall not be liable for any consequential or indirect loss resulting from such cancellation or postponement.
8. Performance of the Services
8.1 The Company will provide the Services with reasonable care and skill, using appropriately maintained vehicles and properly trained staff.
8.2 Time estimates for completion are provided as guidance only and are not guaranteed unless expressly agreed as a specific timed service.
8.3 The Company reserves the right to use sub-contractors to perform part or all of the Services. These Terms and Conditions will still apply and the Company will remain responsible for the proper performance of the Contract.
9. Liability for Loss or Damage
9.1 The Company will take reasonable care to protect the Goods and the Customer’s property. However, the Company’s liability is subject to the limitations set out in this clause.
9.2 The Company shall not be liable for:
(a) loss or damage arising from wear and tear, inherent defects or pre-existing damage;
(b) loss or damage to Goods packed by the Customer, unless there is clear evidence of mishandling by the Company’s staff;
(c) loss or damage caused by inaccurate or incomplete information provided by the Customer;
(d) loss or damage caused by events outside the Company’s reasonable control, including but not limited to severe weather, road closures, accidents not involving the Company’s vehicles, or criminal acts of third parties.
9.3 The Company will not be liable for any indirect or consequential loss, including loss of profits, loss of opportunity, or emotional distress.
9.4 The Company’s total liability for loss of or damage to Goods, whether arising in contract, tort or otherwise, shall be limited to a reasonable sum which reflects the value of the affected items, subject to any specific insurance arrangements agreed with the Customer.
9.5 The Customer is encouraged to arrange appropriate insurance cover for the Goods, especially for high value or fragile items. If additional insurance is required, this must be requested before the date of the move.
10. Claims and Complaints
10.1 Any visible loss or damage must be reported to the Company’s staff on the day of the move and noted before they leave the property where practical.
10.2 Any claim or complaint relating to the Services must be notified to the Company in writing as soon as reasonably possible, and in any event within 7 days of the date of the move or completion of the Services.
10.3 The Customer must provide reasonable evidence to support any claim, including photographs and a description of the circumstances of the loss or damage.
10.4 The Company will investigate all properly notified claims and respond within a reasonable period. The Customer agrees to cooperate with any investigation, including allowing inspection of the Goods and premises where necessary.
11. Waste and Recycling Regulations
11.1 Where the Company provides clearance, disposal or recycling Services, these will be carried out in accordance with applicable waste management and environmental regulations in the United Kingdom.
11.2 The Company will only remove waste or unwanted items that the Customer has clearly identified for disposal.
11.3 Certain materials cannot be taken as general waste and may require special handling or licensed disposal. This includes, but is not limited to, electrical equipment, white goods, mattresses, building rubble and hazardous substances.
11.4 The Customer is responsible for informing the Company in advance of any items requiring special disposal. Additional charges may apply for such items, and the Company reserves the right to decline to remove materials that cannot be lawfully or safely handled.
11.5 The Company will use licensed waste transfer facilities and recycling centres where required and will act reasonably to minimise environmental impact in its operations within the service area.
12. Parking, Access and Local Restrictions
12.1 The Customer is responsible for ensuring suitable parking arrangements for the Company’s vehicles at all relevant locations, taking into account any local restrictions or regulations.
12.2 Any parking charges, fines or penalties incurred due to insufficient or unsuitable parking arrangements, where this arises from the Customer’s act or omission, may be charged to the Customer.
12.3 If access to the property is restricted or unsafe, the Company may at its discretion refuse to carry out part or all of the Services, or may agree to proceed subject to additional charges reflecting the extra time, labour or equipment required.
13. Storage Services
13.1 If the Company provides storage of Goods, whether directly or through a third party, the terms applicable to storage, including charges and access arrangements, will be notified to the Customer separately and form part of the Contract.
13.2 Goods placed into storage remain at the Customer’s risk, subject to any insurance cover expressly agreed in writing. The Customer is responsible for ensuring that adequate insurance is maintained for stored Goods.
14. Data Protection
14.1 The Company will collect and process personal data about the Customer for the purposes of arranging and providing the Services, administering payments and handling any queries or complaints.
14.2 The Company will handle such data in accordance with applicable data protection laws in the United Kingdom and will take reasonable steps to keep personal information secure.
15. Termination
15.1 Either party may terminate the Contract if the other party commits a material breach of these Terms and Conditions and, where the breach is capable of remedy, fails to remedy it within a reasonable time after written notice.
15.2 The Company may terminate the Contract immediately if:
(a) the Customer fails to make payment when due;
(b) the Customer becomes insolvent or is otherwise unable to pay its debts;
(c) continuing with the Services would, in the Company’s reasonable opinion, expose its staff or the public to risk of harm.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The parties submit to the exclusive jurisdiction of the courts of England and Wales for the resolution of any disputes arising under or in connection with the Contract.
17. General Provisions
17.1 These Terms and Conditions, together with the quotation and any written variations agreed by the parties, constitute the entire agreement between the Customer and the Company in relation to the Services.
17.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision shall be treated as modified to the minimum extent necessary or severed, and the remaining provisions shall continue in full force and effect.
17.3 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall be construed as a waiver of that right or remedy.
17.4 The Customer may not assign or transfer their rights or obligations under the Contract without the Company’s prior written consent. The Company may assign or subcontract its rights and obligations, provided that this does not materially affect the standard of the Services.
17.5 Any variation to these Terms and Conditions must be agreed in writing by an authorised representative of the Company.
