Terms and Conditions
Acton Movers Terms and Conditions of Service
These Terms and Conditions govern the provision of removal and related services by Acton Movers to you as a private or business customer 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 making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Acton Movers, we, us, our means the removal service provider trading under the name Acton Movers.
1.2 Customer, you, your means the person, firm, or company requesting or receiving our services.
1.3 Services means removal, packing, unpacking, loading, unloading, storage, and any other associated services that we agree in writing to perform.
1.4 Goods means all items, personal belongings, furniture, equipment, and any other property to be moved, handled, or stored by us under the agreement with you.
1.5 Contract means the agreement between you and us for the supply of services, incorporating these Terms and Conditions and any written quotation or confirmation of booking.
2. Scope of Services
2.1 We provide domestic and commercial removal services, including local and regional moves within the United Kingdom, together with optional packing, unpacking, and storage services where agreed in advance.
2.2 The specific services to be provided will be detailed in our quotation or booking confirmation. Only those services expressly set out in the quotation or booking confirmation form part of the Contract.
2.3 Any additional services requested on the day of the move or after the Contract is formed may incur extra charges and will only be carried out at our discretion and subject to availability of time, staff, and vehicles.
3. Quotation and Pricing
3.1 Any quotation given by us is based on the information supplied by you, including but not limited to property access, number of rooms, volume or nature of goods, and any special handling requirements.
3.2 All quotations are subject to survey and may be revised if the information provided is incomplete, inaccurate, or if the nature or volume of the goods or the working conditions differ from those described.
3.3 Unless otherwise stated in writing, quotations are valid for 30 days from the date of issue and are subject to availability of resources at the time of acceptance.
3.4 Our prices do not include customs duties, parking charges, tolls, congestion charges, or any third party fees unless expressly stated. Such charges are your responsibility and may be added to the final invoice if incurred by us during the performance of the services.
4. Booking Process
4.1 A booking will only be regarded as confirmed when you have accepted our quotation or booking proposal in writing and we have issued a written confirmation of booking.
4.2 You are responsible for ensuring that all details on the booking confirmation are accurate, including addresses, dates, times, access information, and any special requirements. Any inaccuracies should be notified to us as soon as possible and may result in changes to the charges.
4.3 Moves are usually scheduled within a time window. Although we make every reasonable effort to adhere to agreed times, they are indicative only and not guaranteed, as they may be affected by traffic, access, weather, or operational constraints.
4.4 We reserve the right to decline any booking at our sole discretion, including where we consider the work to present a safety risk to our staff or the public, or where it involves prohibited items or unlawful activity.
5. Customer Obligations
5.1 You must ensure that we have suitable access to the collection and delivery addresses, including sufficient parking space for our vehicles, and that any necessary permits or permissions are obtained in advance. Any parking penalties or related charges incurred as a result of inadequate arrangements may be added to your invoice.
5.2 You must ensure that the property is safe and that all floors, stairways, lifts, and access routes are clear and suitable for moving goods. Where lifts are to be used, you must arrange for any necessary permissions or bookings.
5.3 You are responsible for preparing your goods for transport unless you have booked a packing service. This includes adequately packing, sealing, and labelling boxes, disconnecting and securing appliances, and removing or securing fixtures and fittings where appropriate.
5.4 You must ensure that all goods for removal or storage are owned by you or that you have full authority from the owner to move, handle, or store them. You agree to indemnify us against any claims from third parties arising from our handling of the goods.
6. Payments and Charges
6.1 Unless otherwise agreed in writing, a deposit is payable at the time of booking and the balance is due no later than the start of the removal service on the agreed date.
6.2 We may require full payment in advance for certain types of moves, larger jobs, or storage services. This will be stated in the quotation or communicated during the booking process.
6.3 Payment must be made using a method we accept, such as bank transfer, card payment, or other approved payment methods notified to you in advance. Cash payments may be refused at our discretion.
6.4 If payment is not received when due, we reserve the right to refuse to commence or continue the services, to withhold delivery of goods, and to charge interest on overdue amounts at the statutory rate until payment is received in full.
6.5 Any additional work requested on the day, delays caused by your actions or omissions, or unforeseen difficulties such as restricted access, extra flights of stairs, or increased volume of goods may result in additional charges, which will be payable by you.
7. Cancellations and Amendments
7.1 You may cancel or amend your booking by providing written notice to us. The effective date of cancellation or amendment is the date on which we acknowledge receipt of your request.
7.2 If you cancel more than 7 days before the scheduled service date, any deposit paid may be refundable in whole or in part at our discretion, less any non-recoverable costs incurred by us.
7.3 If you cancel within 7 days but more than 48 hours before the scheduled service date, we may retain all or part of the deposit and may charge a cancellation fee up to a reasonable percentage of the total quoted price to cover our costs and loss of bookings.
7.4 If you cancel within 48 hours of the scheduled service date, or if you fail to be present or fail to provide access on the day of the move, we may charge up to 100 percent of the quoted price.
7.5 Any change to the date, time, or scope of services is subject to availability and may result in a revision of the quotation and charges. We are not obliged to accommodate requested changes but will make reasonable efforts to do so.
8. Excluded and Prohibited Items
8.1 Unless expressly agreed in writing, we do not move, store, or handle:
a) Hazardous, flammable, explosive, or corrosive materials, including gas cylinders, paint, solvents, and chemicals.
b) Perishable goods, food, or frozen items requiring special storage conditions.
d) Illegal goods, stolen property, or items whose transport is prohibited by law.
8.2 We strongly advise that you do not include jewellery, cash, precious metals, important documents, or other valuable items within the general consignment. If you nonetheless request us to transport such items, this is at your sole risk and may not be covered by our standard liability provisions.
8.3 We may refuse to move any item that we reasonably believe to be unsafe, unlawful, inadequately packed, or likely to cause damage or injury.
9. Liability and Limitations
9.1 We will exercise reasonable skill and care in providing the services. Our liability for loss of or damage to goods is subject to the limitations set out in this section.
9.2 We are not liable for loss or damage arising from your failure to adequately pack, protect, or label goods, unless we have agreed to provide a packing service and have been given sufficient opportunity to do so.
9.3 We are not liable for loss or damage to goods arising from inherent defects, natural deterioration, wear and tear, or pre-existing damage.
9.4 We are not liable for any indirect or consequential losses, including loss of profits, loss of business, loss of data, or emotional distress, even if advised of the possibility of such losses.
9.5 Our total liability for loss of or damage to goods, whether arising in contract, tort, or otherwise, shall not exceed a reasonable value based on the condition and age of the goods at the time of the incident, and may be further limited by any agreed valuation or insurance arrangements.
9.6 You must notify us in writing of any loss or damage as soon as reasonably practicable and in any event within 7 days of completion of the services, providing sufficient detail to allow us to investigate. Failure to do so may affect our ability to consider your claim.
9.7 Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be limited or excluded.
10. Delays and Force Majeure
10.1 We will use reasonable efforts to perform the services on the agreed date and within the estimated times, but we are not liable for delays caused by circumstances beyond our reasonable control.
10.2 Circumstances beyond our reasonable control include but are not limited to severe weather, traffic incidents, road closures, industrial action, accidents, mechanical breakdowns, acts of terrorism, civil unrest, public health restrictions, or the actions of third parties.
10.3 In the event of such delays, we will keep you informed as far as reasonably practicable and will complete the services as soon as it is reasonably possible to do so. Additional charges may apply if extra time, storage, or alternative arrangements are required.
11. Waste and Disposal Regulations
11.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal company and will only remove items for disposal where this has been agreed in advance as part of the services.
11.2 Any removal and disposal of unwanted items, furniture, or packaging materials will be carried out in compliance with relevant waste carrier obligations and at authorised facilities where required.
11.3 Additional charges may apply for the disposal of bulky items, electrical items, or materials requiring special handling or treatment, including mattresses, white goods, and electronic equipment.
11.4 You must not present for removal any waste or items that we are not permitted to handle under applicable regulations, including hazardous waste and controlled substances. We reserve the right to refuse to take such items and to charge for any additional time or costs incurred as a result.
12. Insurance
12.1 We maintain appropriate insurance cover in connection with our removal operations in accordance with industry practice. Confirmation of our insurance cover may be provided upon request.
12.2 Our insurance does not replace your own contents or business insurance. You are advised to maintain adequate insurance for your goods before, during, and after the move.
12.3 Any claim under our insurance is subject to the terms, conditions, exclusions, and excesses imposed by our insurer, which may limit or exclude recovery for certain types of items or losses.
13. Storage (If Applicable)
13.1 Where we provide storage services, your goods will be stored in a facility selected by us. The method of storage, including containerisation or racking, is at our discretion.
13.2 Storage charges will be payable in advance, typically on a weekly or monthly basis as specified in the quotation. Late or non-payment may result in suspension of access and additional charges.
13.3 We have a lien over goods stored for all amounts due to us. If sums remain unpaid for an extended period, we may, after giving reasonable notice, sell or dispose of some or all of the goods to recover outstanding charges and associated costs.
14. Complaints
14.1 If you are dissatisfied with any aspect of our services, you should notify us promptly so that we have an opportunity to resolve the matter.
14.2 Complaints relating to loss or damage to goods should follow the notification process outlined in the liability section of these Terms and Conditions.
14.3 We aim to handle complaints fairly and promptly. However, if a dispute cannot be resolved amicably, you may have the right to pursue the matter through the courts or an appropriate alternative dispute resolution scheme, where available.
15. Data Protection and Privacy
15.1 We will collect and use your personal information in accordance with applicable data protection laws in the United Kingdom.
15.2 Personal data collected during enquiries and bookings is used for the purpose of providing our services, managing your account, handling payments, and complying with legal obligations.
15.3 We may share your data with trusted third parties only where necessary for the performance of the contract, compliance with law, or legitimate business purposes, and will take reasonable steps to ensure that your data is handled securely.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, are governed by and construed in accordance with the laws of England and Wales.
16.2 You and we agree that 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.
17. General Provisions
17.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a competent authority, the remaining provisions shall remain in full force and effect.
17.2 No waiver by us of any breach of these Terms and Conditions shall be considered as a waiver of any subsequent breach of the same or any other provision.
17.3 We may revise these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Contract unless changes are required by law or regulatory authority.
17.4 You may not assign or transfer your rights or obligations under the Contract without our prior written consent. We may assign or subcontract our rights and obligations where necessary for the proper performance of the services.
17.5 These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior agreements, understandings, or representations.
