Terms & Conditions
These conditions set out the terms of the contract between the Removal and/or Storage Contractor (“the Contractor”) and you (“the Customer”) and explain your rights and obligations and responsibilities and those of the Contractor.
1. Interpretation
1.1 Any reference in these conditions to “we or our“ isa reference to HD Removals the Contractor.
Any reference in these conditions to “you or your” is a reference to the Customer.
Any reference to “Items or goods” means the items or goods being removed and/or stored.
2. Quotations
2.1 Although we quote a fixed price, we reserve the right to amend it or make additional charges if any of the following have not been discussed and taken into account when preparing the quotation.
2.1.a We have to collect or deliver items above the first upper floor where there are no lifts to the entrance of the property.
2.1.b Access to the collection or delivery point is inadequate or the approach is unsuitable for our vehicles. The entrance or exit to the premises, stairs, lifts, or doorways are inadequate for free movement of the goods without mechanical equipment or structural alteration, or the approach, road or drive is unsuitable for our vehicles to load and/or unload within 20 meters of the doorway.
2.1.c Any parking, congestion charge or other fees or charges that we have to incur and pay in order to carry out the services you require. In all these circumstances you will be responsible for the extra charges.
2.1.d There are delays outside our reasonable control in which event we will make additional charges calculated in accordance with our standard rates applicable at the time.
2.1.e Once the quotation price has been agreed, a 20% deposit of the total amount is required in order for us to secure your removal date and time.
3. Work excluded from our quotations
3.a Taking down or re-hanging of curtains, blinds or other window coverings.
3.b Pulling up any carpets, lino or any other floor coverings at the collection address and or refitting at the delivery address.
3.b Disconnecting or reconnecting of appliances, fittings or equipment.
3.c Refrigerated or frozen food or drink.
3.d Clearing of driveways or other access areas (at either collection or delivery address) from snow, ice or any other materials.
3.e Move any item or items which our removal staff reasonably believe they cannot move safely or the removal of which may damage the item or items in question or its surroundings.
4. Excluded Property
The following items are specifically excluded from this contract and will not be removed: –
4.a Any animals and their cages or tanks including pets, birds or fish.
4.b Passports, jewellery, watches, trinkets, precious stones, money, deeds, securities, stamps, coins, or goods or collections of a similar kind.
4.c. Tobacco, cigars, cigarettes, furs, perfumery, wines, spirits, foodstuffs, propane, butane or calor gas bottles.
4.d. Goods likely to encourage vermin or other pests or to cause infection.
4.e. Potentially dangerous, damaging or any kind of explosive items.
4.f. Breakage of owner packed property unless the box or container shows signs of external damage.
5. Customer’s responsibility
It is your sole responsibility to:
5.a. Provide us with a correct and up to date contact address, telephone number and email address during removal transit and/or storage of goods.
5.b. Obtain at your expense all documents necessary for the removal to be completed.
5.c. Pay for any parking or any other charges incurred by us in carrying out the work unless otherwise agreed in writing.
5.d. Be present yourself or appoint a representative at the collection and destination address to ensure that nothing is removed or left in error or is left in the wrong room.
5.e. Ensure that the fridge freezers, deep freezers are defrosted before transportation and not switched on straightaway, the recommended time to switch on these appliances is 24 hours after delivery.
5.f. Pack safely and stabilise all appliances prior to their removal. Other than by reason of our negligence we will not be liable for any loss or damage, costs or additional charges that may arise from any of these matters.
5.g. Ensure that the goods or items you have packed are packed properly as the items packed by yourself are not covered under our insurance.
5.h. Other than by reason of our negligence or breach of contract, we will not be liable for any loss or damage, costs or additional charges that may arise from failure to carry out these responsibilities.
6. Ownership of the Items
By agreeing to our quotation and us carrying out our services you agree that:
6.a. The items are your own property; or
6.b. You have the authority of the owner of the property to make this contract in respect of the items.
You will be responsible to pay for any claims for damages and/or costs against either of the above if this is proven to be untrue.
7. Postponements/Cancellations
7.a. If you postpone or cancel this contract, we may charge according to how much notice you provide prior to the agreed removal date:
More than 7 days before the removal was due to start: No charge.
Less than 7 days before the removal was due to start: 50% of the removal charge.
On the day the work starts or at any time after the work commences 100% of our charges.
8. Payment of Removal Charges
Unless you have our written agreement to the contrary you must pay our charges so we have cleared funds in advance of the removal. Unless we agree otherwise, you may not withhold any part of the agreed price.
Interest at 2.5% per month calculated on a daily basis, is charged on all overdue accounts, this includes all storage items.
If payment is not received before the removal date, we reserve the right to terminate this contract and not to carry out any services quoted for.
Failure to comply with our payment terms will also mean that your items are not insured.
9. Our liability for loss or damage
9.a. In the unfortunate event that we lose or damage your goods, if we are liable, to cover the cost of repairing or replacing that item we will pay you up to a maximum of 20,000.00 for each item which is lost or damaged. In this respect an item is defined as any one article, suite, pair, set, complete case, package or carton.
9.b. We may choose to repair or replace the damaged or lost item. However, if we choose to repair the item, we will not be liable for any depreciation in value.
9.1. Other than because of our negligence, we will not be liable for any loss, damage or failure to deliver the Goods if it is caused by any of the following circumstances:
9.1.a. War, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, terrorism, rebellion and/or military coup, Act of God, industrial action or other such events outside our reasonable control.
9.1.b. Fire however it was caused.
9.1.c. Vermin, moth or similar infestation.
9.1.d. Normal wear and tear, natural or gradual deterioration, leakage or evaporation or from perishable or unstable items. This includes items left within furniture or appliances.
9.1.e. Electrical or mechanical derangement to any appliance, instrument or equipment unless there is evidence of external impact.
9.2. Additionally, we will not be liable for any loss of or damage to:
9.2.a. Any Goods in drawers or appliances, wardrobes, or in a package, bundle, case or other container not both packed and unpacked by HD Removals.
Other than because of HD Removals negligence, we will not be liable for damages or costs resulting indirectly from, or as a consequence of loss, damage, or failure to deliver the Goods.
10. Key waiting
10.a. On the day of your move, sometimes things happen that are out of your control. There are several reasons why access may not possible to your new property and most of them are outside your and our control examples include:
• There is a delay with money transfers and your keys have not yet been released. It is important to remember that the money moves up the chain, so if yours is a particularly long chain and you are near the end there is quite a high chance you won’t get keys until early afternoon and don’t forget some solicitors will go to lunch between 1pm and 2pm.
• There are legal issues with completion somewhere in the chain.
• Same day exchange and completion. Due to COVID-19 this is now much more common, and many home movers are being advised by their solicitors to do this due to the risk of someone in the chain self-isolating or catching the virus in the interim period between the standard exchange of contracts and completion day. However, this can mean additional delays such as paperwork not arriving on time, money getting stuck between solicitor’s bank accounts, search delays or lastminute mortgage issues.
Once we arrive at the delivery destination and you cannot gain access, we will wait for the first hour free of charge to see if the issue can be rectified. After an hour and every hour after the free period you will be charged at £40 per hour up until 16.30pm.
What happens after 4.30pm?
On your removal day, if you do not receive keys, by, and therefore access has not been gained by 4.30pm, the office will liaise with you and the team to assess the latest time they can stay onsite until.
Generally, by this time, with no keys, we will have to consider one of the following options:
• Leave and store your contents. Re-delivery will take place at a mutually agreeable date after you have completed. Re-delivery and storage costs will apply.
• Deliver your beds back to your old property and store the remainder of your contents as above.
• Deliver all contents back into your old property. This is only possible if time allows.
We will assess each move on a case by case basis as the course of action required will be affected by volume, whether it is possible to complete the unload that evening, distance from base, working hours etc.