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Last updated on 07 July 2023
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Please read carefully through all of Our terms and conditions. These explain the rights, obligations, and responsibilities of all parties to this Agreement. Where We use the word ‘You’ or ‘Your’ it means the Customer. ‘We’, ‘Us’ and ‘Our’ means Removals Zone Ltd (incorporated in England number 8303195). These terms and conditions can be varied or amended in writing signed by a director or other authorised officer of Removals Zone Ltd. Your attention is drawn to Clauses 9, 10, 11 and 12 which limit Our liability and You should therefore consider specialist insurance to cover Your Goods or premises. We may be able to provide such insurance on Your behalf under Our master policy. Insurance will form a separate agreement to these Terms and Conditions. If there is anything that You do not understand or are concerned about, call or e-mail Us and We would gladly discuss all matters in question.
1.1 Our quotation, unless otherwise stated, does not include insurance, customs duties and inspections or any other fees or taxes payable to government bodies.
1.2 The validity of Our quotation is seven days from the date of issue. We may change the price or make additional charges if circumstances are found to apply which have not been taken into account when preparing Our quotation and confirmed by Us in writing. These include:
1.2.1 You do not accept Our quotation in writing within 7 days of receipt, or the work does not commence within 28 days unless otherwise stated by Us in writing.
1.2.2 Our costs change due to currency fluctuations or changes in taxation or freight charges beyond Our control.
1.2.3. If you accept our quotation and the work does not commence within 28 days we reserve the right to update the quotation.
1.2.4 The work is carried out on a Friday, Saturday, Sunday, or Bank or Public Holiday or outside normal hours (8:00 AM – 6:00 PM) at Your request.
1.2.5 We have to collect or deliver goods inside your property. All hourly-rated quotes are estimated and are based on collecting and delivering goods from door to door.
1.2.6 We have to collect or deliver Goods at Your request above the ground floor. We charge additional £10.00 + VAT per floor above the ground floor.
1.2.7 We have to carry furniture or items that weigh above 30kg. We charge additional £10.00 + VAT per every 10kg above.
1.2.8 We supply any additional services, including moving Goods not declared to us under clause 3.1.1 below (these conditions apply to such work).
1.2.9 We supply any packing materials.
1.2.10 The 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 and/or containers to load and/or unload within 20 metres of the doorway.
1.2.11 We have to pay parking or other fees or charges in order to carry out services on Your behalf.
1.2.12 There are delays or events outside Our reasonable control which increase or extend the resources or time allowed to complete the agreed work.
1.2.13 We agree in writing to increase Our limit of liability set out in Clause 9.1.
1.2.14 Our removal crew is allowed to take 15-minute breaks after every 3 hours of work.
1.3 In any such circumstances, adjusted charges may apply and become payable immediately. We will issue a revised quotation. In the case of Goods not declared under clause 3.1.1, We reserve the right not to perform the services if the additional work cannot reasonably be accommodated in Our schedule. In any event in such a case loading will not commence until full payment has been received.
1.4 All prices are subject to VAT at the current rate which will be included in quotations and invoices.
1.5 All prices are based on hourly rates unless otherwise previously agreed in writing. We may (but are not obliged to) agree a fixed price instead of charging You by the hour, but we can only do so if you have access to the destination property and if there is a delay in obtaining access after our vehicle arrives at the destination, including waiting for keys to be handed over, we reserve the right to cancel the fixed charge arrangement and add a further charge based on our hourly rates for the duration of the delay. All services have a minimum charge of two hours (with the exception of cleaning at 3 hours) with any additional time charged in 30 minute increments. Prices are estimated to the best of Our ability and based on information provided. If a job is to go overtime the same hourly rates apply, likewise, if the job was to take less time You will only be charged accordingly subject to minimum booking period.
1.5.1 Removals Zone charges commence when Our team first arrive at Your first collection address and finish when Our team have unloaded Your Items at the final delivery address.
1.5.2 Congestion charges and similar levies will be passed on to You at cost.
1.5.3 Services requiring Our vehicles to travel outside the M25 are priced differently from the hourly rate basis and may involve additional charges. This charge will be added to the total cost of the job and You will be made fully aware of this if applicable.
1.5.4 When disposing of trade waste including unwanted furniture Items etc additional charges will be applied.
1.5.5 Please note that for health and safety reasons, We are only able to dispose of residential or office furniture Items including white Goods but regretfully cannot take general waste. Please ensure that any Items destined for the dump are free from dust and dirt etc.
1.5.6 Please note that to secure Your booking We will require a deposit payment.
1.6 Waiting for keys will be charged in accordance with the hourly rate for the day (services with fixed prices are not excluded from this clause). If Our team has to wait for more than 30 minutes an additional charge of £95.00 will be added to Your bill.
1.7 If a customer requests a specific arrival time for our team, we reserve the right to apply an £80 charge for the reserved time.
2.1 Unless agreed by Us in writing, We will not:
2.1.1 Dismantle or assemble unit or system furniture (flat-pack).
2.1.2 Pack or unpack any boxes.
2.1.3 Move Items from a loft, unless properly lit and floored and safe access is provided.
2.2 Our staff are not authorised or qualified to carry the following work:
2.2.1 Disconnect, re-connect, dismantle or re-assemble appliances, fixtures, fittings or equipment.
2.2.2 Take up or lay floor coverings.
2.3 We recommend that a properly qualified person is separately employed by You to carry out the services outlined in 2.2.
3.1 It will be Your sole responsibility to:
3.1.1 Declare to Us, in writing, the value of the Goods being removed and give details of any Items with a replacement cost of more than [£100] and anything that is unusually fragile. Provide us with an invoice or payment document that proves the value of the Goods and that the Goods belong to you. An accurate declaration is essential as it may be impossible for Us to remove any undeclared Goods because of time limits or van size. Boxes and other containers packed with fragile items must be clearly labelled. If it is subsequently established that the value of the Goods removed is greater than the actual value You declare, You agree that Our liability under clause 9.1 and 9.2 will be reduced to reflect the proportion that Your declared value bears to their actual value.
3.1.2 Arrange such insurance cover as You consider appropriate for the Goods submitted for removal transit, against all insurable risks as Our liability is limited under clauses 9.1 and 9.2 and 9.3.
3.1.3 Arrange insurance cover for all items valued at more than £100.
3.1.4 Specifically inform us about all and any Goods or Items of significant value or particular importance to You submitted for removal transit, including but not limited to:
- All items valued at more than £100
- Antiques
- Designer furniture; and
- Fine arts.
3.1.5 Obtain at Your own expense, all documents, permits, permissions, licences, customs documents necessary for the removal to be completed.
3.1.6 Be present or represented during the collection and delivery of the removal.
3.1.7 Take steps to protect wooden floors, carpets, bannisters, walls and other property that might suffer damage during the removal. If you require us to use protectors you must tell us in advance.
3.1.8 Ensure authorised signature on agreed inventories, receipts, waybills, job sheets or other relevant documents by way of confirmation of collection or delivery of Goods.
3.1.9 Take all reasonable steps to ensure that nothing that should be removed is left behind and nothing is taken away in error.
3.1.10 Arrange proper protection for Goods left in unoccupied or unattended premises, or where other people such as (but not limited to) tenants or workmen are, or will be present.
3.1.11 Prepare adequately and stabilize all appliances or electronic equipment prior to their removal.
3.1.12 Empty, properly defrost and clean refrigerators and deep freezers. We are not responsible for the contents.
3.1.13 Provide Us with a contact address, mobile telephone number and email address to enable Us to make contact with You during removal and transit of Goods.
3.1.14 Provide full disclosure in order for Us to provide accurate quotations. We require:
- Full address details of all collection and delivery addresses
- Size of Your property including storeys, number of bedrooms; lofts, sheds and / or garage each property has that You wish Us to move Items from
- If Your property is a flat – which floor it is on and if property is serviced by a working lift
- Will the lift be able to convey all Your Items
- If there is no lift or it is not working – what is the condition of the stairs for access
- Approximate distance (in meters) that We can legally park (or park at customers own risk) from Your properties’ entrance
- A list of inventory including number and size of boxes
- How many Items can be or need to be dismantled and therefore reassembled at the destination address(s).
- If going into storage, the size of room booked in cubic feet.
3.1.15 Parking arrangements outside all collection and delivery addresses remains the responsibility of the customer. If no other arrangements are made and Our vehicle receives any penalties whilst carrying out Your service, the customer is liable to pay for this. Customer will be notified and payment must be received in full on completion of the service.
3.1.16 As the registered keeper or owner of the vehicle We must pay any and all parking fines. Where possible (upon actual receipt of PCN), will always pay within 14 days thus entitling Us to any discount. It is the actual amount paid which is added to Your bill.
3.1.17 We will require parking to be arranged even on the days of packing or dismantling services only as Our teams will need to transport and deliver materials.
3.1.18 You shall refrain from interfering with the work of our team in order to ensure that appropriate protective measures are in place.
3.2 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 Your failure to discharge these responsibilities.
4.1. It is Our responsibility to deliver Your Goods to You, or produce them for Your collection, Undamaged. “Undamaged" means in substantially the same condition as they were in at the time when they were packed or otherwise made ready for transportation.
4.2. In the event that We have undertaken to pack the Goods, or otherwise make them ready for transportation, it is Our responsibility to deliver them to You, or produce them for Your collection, Undamaged.
4.3. If We fail to discharge the responsibilities identified in clause 4.1 and 4.2, We will, subject to the provisions of clauses 9, 11 and 12, be liable under this agreement to compensate You for such failure.
4.4. Your attention is drawn in particular to clauses 2.2, 3.2, 5.2 and 5.3 which deal with situations in which We will not be liable for loss or damage.
4.5. If You do not provide Us with a declaration of value of Your Goods, or if You do not require Us to accept standard liability pursuant to clause 9.1 We will not be liable to You for failure to discharge the responsibilities identified in clause 4.1 and 4.2.
4.6. The amount of Our liability under this clause shall be determined in accordance with clauses 9 and 11.
5.1. The following Items must not be submitted for removal and will under no circumstances be moved by Us. The Items listed under (5.1.1) below may present risks to health and safety and of fire. Items listed under (5.1.2) to (5.1.8) below carry other risks and You should make Your own arrangements for their transport and storage.
5.1.1. Prohibited or stolen Goods, drugs, pornographic material, potentially dangerous, damaging or explosive Items, including gas bottles, aerosols, paints, firearms and ammunition.
5.1.2. Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or Goods or collections of any similar kind.
5.1.3. Personal documents such as (but not limited to): birth certificates, passports.
5.1.4. Small or large electronic devices such as (but not limited to): mobile phones, tablets, televisions, laptops.
5.1.5. Plants
5.1.6. Goods likely to encourage vermin or other pests or to cause infestation or contamination.
5.1.7. Perishable Items and/or those requiring a controlled environment.
5.1.8. Any animals, birds or fish.
5.1.9. Goods which require special licence or government permission for export or import.
5.2. If We do agree to remove such Goods, We will not accept liability for their loss or damage.
5.3. If You submit such Goods without Our knowledge, You will pay to Us any charges, expenses, damages, legal costs or penalties incurred by Us.
6.1. By entering into this Agreement, You warrant that:
6.1.1. The Goods to be removed are Your own property, or
6.1.2. The person(s) who own or have an interest in them have given You authority to make this contract and have been made aware of these conditions.
6.2. You will indemnify Us and pay Us for any claim for damages and/or costs brought against Us if either warranty (6.1.1) or (6.1.2) is not true.
7.1. If You postpone or cancel this Agreement, We will charge You according to how much notice is given.”Working days” refer to the normal working Week of Monday to Friday and excludes Weekends and Bank and Public Holidays.
7.1.1. More than seven Working Days before the removal was due to start – No charge.
7.1.2. Less than seven Working Days but more than three Working Day before the removal was due to start – Not more than 50% of the removal charge.
7.1.3. Less than three Working Days before the removal was due to start – the full quoted charge will be payable.
8.1 Unless otherwise agreed by Us in writing:
8.1.1 For moves charged by the hour, payment is required 30% in advance of the removal and 70% prior to unloading at the destination property.
8.1.2. For services which completion requires more than one day, the remainder of the payment is required prior to service completion on each day on which the service is being provided.
8.1.3 You may not withhold any part of the agreed price.
8.1.4 In respect of all sums which are overdue to Us, We will charge interest on a daily basis calculated at 5% above Metro Bank’s base rate.
8.1.5 For deposit payments We accept payments by bank transfer and debit card over the phone. The remaining balance will be requested in cash or with debit card over the phone prior to unloading at the destination property.
8.1.6 For those customers who are unable to be present at the final destination address, Removals Zone will require the service to be paid in full prior departing from the collection property.
8.1.7 Unloading will not commence until payment is made in full and receipt of the payment is confirmed.
8.1.8 For international moves (outside of UK mainland), payment must be made by bank unless otherwise agreed. We will require at least 50% payment prior to loading at the collection address. The balance will be requested prior to unloading at the destination address. If payment by BACS has been agreed, written notification that payment has been made must be received prior to Your move date. All payments by BACS must be cleared funds and in Our account prior to Your service commencing.
8.1.9 For fixed price moves Removals Zone requests payment by bank. We will require at least 50% payment prior to loading at the collection address with the balance required in cash prior to unloading at the destination address. If payment by BACS has been agreed, written notification that payment has been made must be received prior to Your move date. All payments by BACS must be cleared funds and in Our account prior to Your service commencing.
8.1.10 Where clause 1.2.7 applies because your move includes additional Goods not declared to us when we gave you our quotation, payment becomes due immediately in accordance with clause 1.3 and loading/ unloading will not commence until payment is received.
8.2 Removals Zone operates with GBP and this is the only acceptable currency to purchase any of Our services.
8.3 Should You not be able to make payment of the remaining balance upon service completion for reasons beyond Your reasonable control, an invoice will be sent to You for the outstanding amount and payment will be expected within 5 Working Days after service provision (exceptions to this are clauses 8.1.8 and 8.1.10).
9.1. Our liability for loss or damage is limited, as set out in clause 9.1.1 below. Alternatively, You may request Us to increase Our liability, as set out in clause 9.1.2 below:
9.1.1. In the event of Our negligence or breach of contract resulting in loss of or damage to Your Goods, We shall not be liable for the first £150 per item of any claim & for any claim exceeding this amount We will pay a sum equivalent to the cost of their repair or replacement with an Item in substantially the same condition, whichever is the smaller sum up to a maximum of £40 for any one Item (see below), or
9.1.2. Prior to the commencement of work and subject to Us having received Your itemised valued inventory (see 3(3.1.1)) We may agree to increase Our liability, for an additional charge. We will not unreasonably withhold consent to such a request. This is not insurance cover and You are strongly advised arrange such insurance cover as You consider appropriate for the Goods submitted for removal transit, against all insurable risks. If arranging insurance cover Yourself, You are advised to show this contract to Your insurance company
9.2. For Goods destined to, or received from a place outside the United Kingdom We will not accept any liability for loss or damage:
9.2.1. Where We engage an international transport operator, shipping company or airline to convey Your Goods to the place, port or airport of destination, We do so on Your behalf and subject to the terms and conditions set out by that carrier.
9.2.2. If the carrying vessel/conveyance, should for reasons beyond the carrier‟s control, fail to deliver the Goods, or route them to a place other than the original destination, You have limited recourse against the carrier, and may be liable for General Average contribution (e.g. the costs incurred to preserve the vessel/conveyance and cargo) and salvage charges, or the additional cost of onward transmission to the place, port or airport of destination. These are insurable risks and it is Your responsibility to arrange adequate marine/transit insurance cover.
9.2.3. We do not accept liability for Goods confiscated, seized, removed or damaged by Customs Authorities or other Government Agencies unless We have been negligent or in breach of contract.
9.2.4. For the purposes of this Agreement “Goods” is defined as the entire contents of a box, parcel, package, carton, or similar container, container and any other object or thing not in such a container (for example items of furniture, appliances etc.) that is moved or handled by Us and “Item” means any individual item within such a container.
9.3 We will not accept any liability or provide compensation for damage caused by the disassembly or assembly of any Goods purchased by you more than 5 years ago.
10.1. Because third party contractors are frequently present at the time of collection or delivery Our liability for loss or damage is limited as follows:
10.1.1. We will not be liable for loss or damage to premises or property other than Goods for removal except as a result of Our negligence or breach of contract.
10.1.2. If we cause loss or damage to premises or property other than goods for removal as a result of our negligence or breach of contract, our liability shall be limited to making good the damaged area only.
10.1.3. If damage occurs as a result of Our moving Goods under Your express instruction against Our advice We will not be liable.
11.1. Other than as a result of Our negligence or breach of contract We will not be liable for any loss, damage or failure to produce the Goods if caused by any of the following circumstances:
11.1.1. By fire howsoever caused
11.1.2. By war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, terrorism, rebellion and/or military coup, Act of God, third party industrial action or other such events outside Our reasonable control.
11.1.3. By normal Wear and tear, natural or gradual deterioration, leakage or evaporation or from perishable or unstable Goods. This includes Goods left within furniture or appliances.
11.1.4. By moth or vermin or similar infestation.
11.1.5. By cleaning, repairing or restoring unless We arranged for the work to be carried out.
11.1.6. By change to atmospheric or climatic conditions.
11.1.7. For any Goods and Goods in wardrobes, drawers or appliances, or in a package, bundle, carton, case or other container not packed and/ or unpacked by Us.
11.1.8. For electrical or mechanical derangement to any appliance, instrument, clock, computer or other equipment unless there is evidence of related external damage.
11.1.9. For any Goods which have a pre-existing defect or are inherently defective.
11.1.10 For any furniture pieces purchased from Ikea.
11.1.11. For animals and their cages or tanks including pets, birds or fish.
11.1.12. For plants.
11.1.13. For perishable Items and/or those requiring a controlled environment.
11.1.14. For Items referred to in Clause 5.
11.1.15. For damages or costs resulting indirectly from, or as a consequence of, loss, damage, or failure to produce the Goods including but not limited to loss of use or amenity.
11.2. No employee of ours shall be separately liable to You for any loss, damage, mis-delivery, errors or omissions under the terms of this Agreement.
11.3. We will not accept any liability for costs or charges resulting from the need of tuning musical equipment after the removal.
11.4. Antiques, designer furniture, fine arts, musical instruments and all other similar Items must be declared in writing prior to service confirmation and an adequate insurance for these Items must be arranged by the customer. Our insurance does not cover such Items and We will not accept any responsibility for them.
11.5. Our liability will cease upon handing over the Goods from Our care (see Clause 12.2.2 below).
11.6. Nothing in these terms and conditions will limit or exclude Our liability for death or personal injury arising from Our negligence.
11.7. Nothing in these terms and conditions will limit or exclude Our liability for fraud.
12.1. Claims against Removals Zone Ltd. will only be accepted:
12.1.1. After being reported in writing to complaints@removalszone.co.uk.
12.1.2. After payment for the service has been made in full.
12.1.3. For Items which have been declared to Us in writing before service confirmation.
12.1.4. From customers (claims from third parties will not be accepted); and
12.2. Time limit for claims:
12.2.1. For Goods which We deliver, You must notify Us in writing of any visible loss, damage or failure to produce any Goods at the time of delivery. This can be done using the job completion form.
12.2.2. If You or Your agent collect the Goods, You must notify Us in writing of any visible loss, damage or failure to produce any Goods at the time the Goods are delivered to You or Your agent. This can be done using the job completion form.
12.2.3. Notwithstanding clauses 9, 10 and 11 We will not be liable for any loss of or damage to items in boxes delivered but not packed by Us (such loss or damage not being visible at the time of delivery) unless a claim is notified to Us, or to Our agent or the company carrying out the collection or delivery of the Goods on Our behalf as the case may be, in writing within one (1) day of delivery of the Goods. If You or We have reason to believe that Items might have suffered damage (for example if a box has been dropped) You must inspect them immediately in the presence of Our representative and a full record of any damage made in writing and agreed.
12.2.4. The time limit for notifying Us of Your claim may be extended to give you a reasonable time to examine the Goods upon receipt of Your written request provided such request is received within one (1) day of delivery. Consent to such a request will not be unreasonably withheld.
13.1. Arrival times are estimated. We always do Our best to be on time, however circumstances out of Our control may cause delays. We will not accept responsibility for any customer losses due to unforeseen or unavoidable delays.
13.2. If through no fault of ours We are unable to deliver Your Goods, We will take them into store. The Agreement will then be fulfilled and any additional service(s), including storage and delivery, will be at Your expense.
13.3. Removals Zone reserves the right to refuse, cease or stop the packing or moving process at any time if (but not limited to) Our staff are abused or threatened in any way.
14.1. We shall have a right to withhold and/or ultimately dispose of some or all of the Goods until You have paid all Our charges and any other payments due under this or any other Agreement. These include any charges that We have paid out on Your behalf. While We hold the Goods You will be liable to pay all storage charges and other costs incurred by Our withholding Your Goods and these terms and conditions shall continue to apply.
15.1. We will always try to resolve any problems, but if a dispute arising from this agreement cannot be resolved, You may refer the dispute to a mediator or arbitrator.
15.2. We will inform you if We consider that our internal resolution process has been. This does not prejudice Your right to commence court proceedings.
15.3. For consumer disputes, our ADR provider under the Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations 2015 is Kent County Council ADR
Acheme, 8 Abbey Wood, Kings Hill, West Malling, ME194YT
(http://www.kent.gov.uk/disputeresolution)
16.1. We reserve the right to sub-contract some or all of the work.
16.2. If We sub-contract the work, You will still receive your offer from Us.
16.3. If We sub-contract, then these conditions will still apply.
16.4. The sub-contractor bears full responsibility for any missing items.
17.1. We have the right to choose the method and route by which to carry out the work.
17.2. Unless it has been specifically agreed otherwise in writing in Our Quotation, other space/volume/capacity on Our vehicles and/or the container may be utilized for consignments of other customers.
18.1. We will use Our reasonable endeavours to provide You with up to date information to assist You with the import/export of Your Goods. Information on such matters as national or regional laws and regulations which are subject to change and interpretation at any
time is provided in good faith and is based upon existing known circumstances. It is Your responsibility to seek appropriate advice to verify the accuracy of any information provided.
19.1. This contract is subject to the law of England and Wales.
20.1. If You send Goods to be stored, You must provide an address for correspondence and notify Us if it changes. All correspondence and notices will be considered to have been received by You seven days after sending it to Your last address recorded by Us.
20.2. If You do not provide an address or respond to Our correspondence or notices, We may publish such notices in a public newspaper in the area to or from which the Goods Were removed. Such notice will be considered to have been received by You seven days after the publication date of the newspaper.
20.3. If We are unable to contact You, We will charge You any costs incurred in establishing Your whereabouts.
21.1. Where We produce a list of Your Goods (inventory) or a receipt and send it to You, it will be accepted as accurate unless You write to Us within 3 days of the date of Our sending, or a reasonable period agreed betWeen Us, notifying Us of any errors or omissions.
22.1. If payment of Our charges relating to Your Goods is in arrears, We are entitled on giving You three Weeks’ notice to require You to remove Your Goods from Our custody and pay all money due to Us. If You fail to pay all outstanding amounts due to Us, We may sell or dispose of some or all of the Goods without further notice. The cost of the sale or disposal will be charged to You. The net proceeds will be credited to Your account and any eventual surplus will be paid to You without interest. If the full amount due is not received, We may seek to recover the balance from You.
23.1. Removals Zone Ltd. reserves the right to terminate or refuse to provide any service on the basis of all or any of the following grounds:
23.1.1. We have reason to believe that You have bad credit history or history of defaulting on previous payments (including with companies not related to Us).
23.1.2. We have reason to believe that You are withholding or have withheld information about the service that is or has been requested or is material for the performance of the service or to calculate the price for the service.
23.1.3. Unless otherwise agreed by Us in writing, a deposit payment and a signed copy of the accepted quotation will be requested before service booking is secured. If any of these requirements are not met We reserve the right terminate Your service.
23.1.4. Verbal or threatening behaviour towards staff will be considered as grounds for immediate service termination. If the driver is forced to leave the job because of abuse from the customer - verbal or otherwise - the customer will still be liable to pay the service in full.
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