Hollandpark Removals Terms and Conditions

These Terms and Conditions set out the basis on which Hollandpark Removals provides domestic and commercial moving services, including packing, loading, transport, unloading, storage, and related assistance where agreed. By making a booking, confirming a quotation, or allowing the team to begin work, the customer agrees to be bound by these terms. These conditions are intended to create a clear understanding of what is included in the service, what is excluded, how charges are calculated, and how both parties should manage delays, damage, or changes to the arrangement.

The words “we”, “us” and “our” refer to Hollandpark Removals. The words “you” and “your” refer to the customer, whether that is a private individual, landlord, tenant, business, or another person authorised to arrange the removal. These terms apply to all removal services supplied within the United Kingdom unless we agree otherwise in writing. Any variation must be confirmed by us in writing to be valid.

We recommend that you read these terms carefully before booking. A removals service often depends on details such as access, parking, the volume of items, packing quality, timing, and whether any specialist handling is required. As a result, the quotation and final service cost may depend on the information you provide. If any information changes after booking, you must notify us as soon as possible so we can assess whether the service, price, or schedule needs to be adjusted.

1. Booking Process

A booking is only confirmed once we have accepted your request, agreed the service details, and, where required, received any deposit or advance payment. A quotation is an invitation to proceed and does not itself guarantee availability unless we state that it is fixed and reserved. When you request a quote, you must provide accurate and complete information about the items to be moved, collection and delivery addresses, access conditions, floor levels, lifts, parking restrictions, timing requirements, and any items requiring special handling.

We may base the quotation on a survey, video assessment, photographs, written inventory, or the information you provide by phone or email. If the actual service differs from the information supplied, we may revise the quote or charge additional fees where reasonable. A change in the number of items, the need for extra labour, waiting time, long carries, dismantling or reassembly, or the presence of prohibited or undeclared items may affect the final cost. Confirmation of the booking means you accept responsibility for the accuracy of the details supplied.

Bookings may be made by email, telephone, online request, or another agreed method. We will normally issue a booking confirmation setting out the date, time window, service scope, charges, and any special conditions. You should check this carefully and notify us promptly if anything is incorrect. If you do not respond to a request for confirmation or payment within the specified period, we may release the date to another customer. We are not obliged to hold dates indefinitely.

2. Customer Responsibilities

You must ensure that all access routes are safe, usable, and free from avoidable obstruction on the day of the move. This includes arranging parking permissions where needed, ensuring keys are available at the appropriate times, and providing accurate directions. You must also ensure that items are packed adequately unless our service includes professional packing. Fragile, valuable, or sentimental items should be declared in advance and, where appropriate, transported by you personally. We may refuse to move items that we reasonably believe are unsafe, prohibited, or likely to cause injury or damage.

You are responsible for disconnecting appliances, draining washing machines, defrosting freezers, and ensuring utilities are disconnected unless we have expressly agreed to do this as part of the service. If we assist with preparation, such assistance is provided on a best-efforts basis and does not transfer the underlying responsibility to us. You should remove cash, jewellery, important documents, medicines, data storage devices, and any high-value personal effects before the move. We are not liable for loss of such items unless we have expressly agreed in writing to take custody of them.

3. Payments and Charges

All charges are payable in the currency stated on the quotation or invoice. Unless otherwise agreed, the full balance must be paid by the time the service is completed or before unloading is concluded. We may require a deposit to secure a booking, and any deposit may be non-refundable where stated at the time of booking. If payment is not made on time, we may suspend work, retain goods in transit, or charge interest and reasonable recovery costs in accordance with applicable law.

Our prices may be based on an hourly rate, fixed price, or a combination of both. Additional charges may apply for waiting time, congestion, long carries, additional floors, extra manpower, parking penalties caused by lack of provision from the customer, or out-of-hours work requested by you. Where we incur third-party costs on your behalf, including storage, parking, tolls, or disposal fees, you must reimburse those costs. Any estimate for overtime, waiting, or extra services is approximate and may vary depending on the circumstances on the day.

We may issue an invoice before, during, or after the service, depending on the arrangement agreed. If you dispute an invoice, you must notify us promptly and provide reasons and supporting information. You may not withhold payment for undisputed sums while a separate issue is being investigated. Any payment made by bank transfer, card, or other method is subject to clearance and may require verification. We reserve the right to refuse cashless or card payments in certain circumstances where fraud, chargeback risk, or technical issues arise.

4. Cancellations, Rescheduling and Delays

You may cancel or reschedule a booking by giving us written notice. Cancellation charges may apply depending on how much notice is provided, the resources already committed, and whether we have incurred preparatory costs. Where a move is cancelled at short notice, we may retain part or all of any deposit, or charge a fair cancellation fee reflecting the loss of the reserved slot and any work already carried out. If you request rescheduling, we will try to accommodate the new date, but availability cannot be guaranteed.

We may cancel or delay a service where it is not safe, lawful, or reasonably practicable to proceed. This includes severe weather, traffic disruption, staff illness, vehicle breakdown, access problems, incorrect information, unpaid balances, or circumstances outside our reasonable control. If we need to delay or reschedule, we will take reasonable steps to inform you and offer an alternative date where possible. We will not be liable for losses arising from delays caused by events beyond our control, provided we have acted reasonably.

Where you are not ready at the agreed time, or where delays are caused by missing keys, unavailable parking, incomplete packing, or other customer-related issues, we may charge waiting time or additional attendance fees. If a move is aborted because the premises are inaccessible, unsafe, or materially different from the description provided, you may still be charged for time, labour, and costs already incurred. Any decision to abandon or postpone the service will be made reasonably and with regard to safety and practicality.

5. Liability and Insurance

We will take reasonable care when handling your possessions and carrying out the service. However, removals involve inherent risks, including minor scuffs, shifts in load, and accidental damage where items are fragile, poorly packed, overfilled, or inadequately secured. Except where prohibited by law, our liability is limited to direct loss or damage caused by our negligence. We are not responsible for indirect, consequential, or economic losses such as loss of profit, missed deadlines, or emotional distress.

We are not liable for damage to items that are already defective, unstable, poorly assembled, inadequately packed, or unsuitable for removal in normal conditions. We are also not liable for damage caused by wear and tear, inherent vice, or the customer’s own actions or omissions. If you choose to pack items yourself, you accept responsibility for the adequacy of the packing unless we have expressly agreed to pack those items. Any claim must be reported within a reasonable time and supported by evidence.

Where insurance cover is available or arranged, it may be subject to exclusions, limits, excesses, and conditions set by the policy provider. Our standard service terms do not automatically provide full-value insurance for every item, and you may be advised to arrange additional cover for high-value goods. You must tell us in advance about items of exceptional value, specialist equipment, antiques, artwork, or collections so that we can assess whether the service is suitable and whether extra precautions are needed.

6. Claims Procedure

If you believe loss or damage has occurred, you must notify us as soon as reasonably possible and provide a clear description of the issue, the item affected, and any relevant evidence such as photographs, inventories, or receipts. You must allow us a fair opportunity to inspect the matter and, if necessary, to seek further information from our team or subcontractors. Failure to report damage promptly may make it harder to investigate and may reduce or remove any entitlement to compensation.

Where a claim is accepted, our preference is to repair, replace, or compensate for the direct loss up to the applicable limit and in line with the nature of the item and the service contracted. We may take into account the age, condition, and market value of the item, together with any depreciation. Any claim will be assessed on its merits. Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

7. Waste Regulations and Disposal

If waste removal, clearance, or disposal forms part of the agreed service, it must be handled in compliance with applicable UK waste regulations. You must not include hazardous, clinical, chemical, flammable, explosive, or unlawful materials unless we have expressly agreed and confirmed that we are licensed and equipped to handle them. We may refuse to collect any item that we reasonably consider unsafe, improperly described, or outside the scope of our permits, vehicles, or procedures.

Where we remove waste on your behalf, you agree that the waste is properly described and separated where necessary. You remain responsible for notifying us of any special handling requirements and for ensuring that items are not mixed with regulated hazardous materials. We may transfer waste only to authorised facilities and may keep records required by law, including descriptions of waste handled and its destination. If you place prohibited waste in with general items, you may be liable for additional charges, delays, and any resulting claims or penalties.

You must not ask us to dispose of items in a way that breaches environmental legislation, local restrictions, or any duty of care obligations. We operate on the basis that all waste is transferred lawfully and traceably. If we identify waste that requires specialist treatment, we may either refuse to proceed or arrange compliant disposal at additional cost. Any customer-provided information relating to waste must be truthful, complete, and updated if circumstances change before collection.

8. Storage, Uncollected Goods and Access

If goods are stored with us or with a third-party storage provider by arrangement, separate storage terms may apply in addition to these conditions. Storage fees, minimum terms, access procedures, and release conditions will be explained at the point of booking or in the relevant storage agreement. We may withhold release of goods until all sums due, including storage and handling charges, are paid in full. If goods remain uncollected after reasonable notice, we may take steps permitted by law to recover charges or deal with the goods appropriately.

If we are unable to complete delivery because you are unavailable, refuse delivery, or fail to provide access, we may place goods into temporary storage at your cost and risk. You must ensure that someone authorised to receive the goods is present at the agreed destination. If repeated attempts are required, further fees may apply. We are not responsible for deterioration of goods caused by prolonged storage beyond our control, provided we have acted in accordance with the agreed arrangements and any applicable legal duties.

9. Subcontracting, Staff and Methods

We may use trained staff, contractors, or subcontractors to perform all or part of the service. Any person acting on our behalf is covered by these terms to the extent relevant to the work they carry out. We may use reasonable discretion in determining the method, route, lifting technique, vehicle allocation, or sequence of loading and unloading, provided we act safely and with reasonable skill. You must not instruct our staff to carry out unsafe or unlawful tasks.

10. Governing Law and Jurisdiction

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, although nothing prevents us from seeking urgent injunctive or protective relief in any competent court if necessary. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay in enforcing a right shall operate as a waiver of that right.

These removal service terms represent the full agreement between you and Hollandpark Removals in relation to the services described, unless a written contract states otherwise. Any prior discussions, estimates, or informal assurances are superseded by the final written booking confirmation and these conditions. By proceeding with the booking, you acknowledge that you have read, understood, and accepted the terms governing the provision of the service, payment, cancellations, liability, waste handling, and all related obligations.