Terms and Conditions

Ilford Movers Service Terms and Conditions

These Terms and Conditions set out the basis on which Ilford Movers provides domestic and commercial removal and related services within the United Kingdom. By booking any service with Ilford Movers, 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 expressions have the meanings set out below:

Client means the individual, company, or organisation booking the services of Ilford Movers.

Company means Ilford Movers, the provider of removal and associated services.

Services means any removal, packing, loading, unloading, transportation, storage, clearance, or related activity carried out by the Company for the Client.

Goods means the items and property that the Company agrees to move, handle, pack, store, or dispose of for the Client.

Contract means the agreement between the Client and the Company comprising these Terms and Conditions and the confirmed booking details.

2. Scope of Services

The Company provides removal and associated services including but not limited to domestic moves, commercial moves, packing and unpacking services, loading and unloading, and furniture disassembly and reassembly, subject to these Terms and Conditions.

The Company will perform the Services with reasonable care and skill, consistent with industry standards for removal services in the United Kingdom. Any time estimates for arrival or completion are given in good faith but are not guaranteed unless expressly confirmed in writing as a guaranteed service.

3. Booking Process

3.1 Enquiries and quotations

The Client may request a quotation by providing accurate information about the collection and delivery addresses, property access, parking arrangements, the nature and quantity of Goods, any special handling requirements, and the desired date and time of the move.

Quotations are based on the information supplied by the Client and are valid for a limited period as indicated in the quotation. Quotations are not binding unless and until a booking is confirmed in accordance with these Terms and Conditions.

3.2 Confirming a booking

A booking is confirmed when the Client accepts the quotation and complies with any booking requirements, which may include paying a deposit or providing certain details for invoicing. By confirming the booking, the Client warrants that they have the authority to enter into the Contract and that all information supplied is true, complete, and not misleading.

3.3 Changes to bookings

Any change to the date, time, addresses, access arrangements, or scope of the Services must be communicated to the Company as soon as reasonably practicable. The Company may adjust the price to reflect such changes. The Company will endeavour to accommodate changes but cannot guarantee availability.

4. Client Responsibilities

The Client is responsible for:

Ensuring that all Goods to be moved are properly identified and are ready for collection on the agreed date and time.

Securing adequate parking and access at both collection and delivery addresses, including obtaining any permits or authorisations required.

Ensuring that Goods are appropriately packed, unless the Company has expressly agreed to provide packing services.

Removing any items that are not to be moved and clearly separating them from the Goods to be transported.

Complying with all applicable laws and regulations, including waste and recycling regulations, in connection with the Services.

The Client must not include in the Goods any items that are illegal, dangerous, explosive, corrosive, flammable, or otherwise hazardous, including but not limited to gas cylinders, weapons, ammunition, chemicals, or perishable or live items, unless previously agreed in writing.

5. Access and Parking

The Client must ensure that the Company’s vehicles have safe and suitable access to the property at all relevant locations. This includes clearing driveways and pathways of obstacles, ensuring that stairways, lifts, and corridors are available and usable, and providing any necessary keys, codes, or entry permissions.

Any parking charges, permits, or penalties incurred as a result of the move will be the responsibility of the Client, where such charges arise from the Client’s instructions or failure to provide suitable parking arrangements.

6. Payments and Charges

6.1 Pricing

The price for the Services will be based on factors including the volume and type of Goods, distance of travel, staffing requirements, time involved, and any additional services requested, such as packing, disassembly, or storage.

6.2 Deposits and advance payments

The Company may require a deposit or full advance payment to confirm a booking. Any such requirement will be communicated to the Client at the time of quotation or booking. Deposits are generally non-refundable except as provided in the cancellation section of these Terms and Conditions.

6.3 Payment terms

Unless otherwise agreed, payment is due on or before completion of the Services. The Company reserves the right to withhold delivery of Goods or suspend Services if payment is not made when due.

Where payment is made by bank transfer or other non-cash means, the Client must ensure cleared funds by the agreed due date. Any bank charges or fees associated with the payment must be borne by the Client.

6.4 Additional charges

The Company reserves the right to charge additional fees where:

The Services take longer than anticipated due to inaccurate information provided by the Client, unforeseen access difficulties, or delays caused by the Client or third parties.

Additional Goods are included that were not originally specified or the scope of the Services is expanded.

Waiting time is incurred due to keys not being available, properties not being ready, or other delays outside the Company’s control.

Heavy, bulky, fragile, or specialist items require extra staff, equipment, or time, and such items were not disclosed at the time of quotation.

6.5 Late payment

Where the Client fails to pay any amount due under the Contract, the Company may charge interest and administrative costs in accordance with applicable UK legislation and may withhold Goods or cease provision of Services until all amounts due are settled.

7. Cancellations and Amendments

7.1 Client cancellations

The Client may cancel the Services by notifying the Company in writing or by another agreed method. Cancellation charges may apply depending on the notice period:

If more than a specified minimum period before the scheduled date is given, the Company may refund the deposit, less any reasonable administrative or planning costs already incurred.

If cancellation occurs within a shorter notice period, some or all of the deposit, and in certain cases additional charges, may be retained to cover staffing, vehicle allocation, and lost opportunity costs.

The precise notice periods and charges will be explained at the time of booking and form part of the Contract.

7.2 Company cancellations

The Company reserves the right to cancel or postpone the Services due to circumstances beyond its reasonable control, including extreme weather, vehicle breakdown, serious staff illness or injury, or safety concerns at the property. The Company will notify the Client as soon as reasonably practicable, and will offer an alternative date or a refund of any payments made for the cancelled Services, as appropriate. The Company is not liable for any indirect losses arising from such cancellation.

7.3 Amendments by the Client

If the Client wishes to amend the booking, the Company will make reasonable efforts to accommodate the changes, subject to availability. Price adjustments may apply. If the amendment cannot be accommodated and the Client decides not to proceed, the cancellation provisions above may apply.

8. Liability and Limitations

8.1 Duty of care

The Company will take reasonable care when handling and transporting the Goods. However, the Client accepts that some risk of minor damage or wear may be inherent in removal activities.

8.2 Exclusions of liability

The Company will not be liable for:

Loss or damage that arises from the inherent fragility or defective condition of the Goods, including goods that are already damaged or unstable.

Loss or damage to items packed by the Client, where the damage results from inadequate or improper packing.

Loss or damage arising from normal wear and tear, atmospheric or climatic conditions, or changes in temperature or humidity.

Loss or damage caused by third parties, such as building management, other contractors, or road users.

Indirect or consequential losses, including loss of profits, business interruption, loss of contracts, or loss of opportunity.

8.3 Limit of liability

Unless otherwise agreed in writing, the Company’s total liability for loss of or damage to Goods, or for any other loss arising from the Services, shall be limited to a reasonable sum having regard to the value of the Goods and the price of the Services. Additional cover or increased limits may be available by separate arrangement and may incur additional charges.

8.4 Client’s duty to inspect and notify

The Client must inspect the Goods and the property at the completion of the Services. Any apparent loss or damage must be notified to the Company as soon as reasonably practicable, with supporting details and evidence. Failure to notify within a reasonable time may affect the Company’s ability to investigate and, where appropriate, to provide compensation.

8.5 Personal items, valuables, and documents

The Client is strongly advised to remove and personally transport cash, jewellery, watches, personal documents, financial instruments, and other high value or irreplaceable items. The Company accepts no liability for loss or damage to such items unless specifically declared, agreed in writing, and charged for accordingly.

9. Waste, Disposal, and Environmental Compliance

Where the Services include removal of waste, unwanted items, or clearance of premises, the Company will handle such materials in accordance with relevant UK waste and environmental regulations.

The Client must accurately identify any items to be treated as waste or to be disposed of, and must not request the Company to dispose of items that are hazardous, prohibited, or require special licences without prior agreement.

The Company may refuse to remove or dispose of any items it reasonably believes to be hazardous, illegal, or in breach of environmental regulations. Any additional costs associated with safe handling or disposal of such items, where agreed, shall be borne by the Client.

The Company supports responsible disposal and will, where practicable, separate reusable or recyclable materials in line with local facilities and regulations.

10. Delays and Events Beyond Control

The Company is not responsible for delays or failure to perform the Services caused by events beyond its reasonable control, including but not limited to traffic congestion, accidents, road closures, adverse weather, strikes, or restrictions imposed by authorities or property managers.

Where such events occur, the Company will take reasonable steps to minimise disruption and will communicate with the Client regarding any changes to the schedule. However, the Company shall not be liable for any indirect or consequential losses arising from such delays.

11. Insurance

The Company maintains appropriate insurance cover in connection with the provision of removal services in the United Kingdom. Details of cover and any applicable exclusions or limits are available on request. The Client remains responsible for ensuring that their own insurance adequately covers their Goods during the move, including any extended storage or delay, if required.

12. Complaints and Dispute Resolution

If the Client is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible, providing full details so that the Company can investigate and seek to resolve the matter promptly.

The Company will handle complaints fairly and in good faith. If a dispute cannot be resolved by informal negotiation, either party may seek redress through the courts of England and Wales as provided under these Terms and Conditions.

13. Data Protection and Privacy

The Company may collect and process personal data about the Client for the purposes of providing and managing the Services, administering payments, and handling any queries or complaints. Personal data will be processed in accordance with applicable UK data protection laws.

The Company will take reasonable steps to keep personal information secure and will not share it with third parties except where necessary to perform the Services, comply with legal obligations, or with the Client’s consent.

14. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Contract or these Terms and Conditions.

15. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions shall continue in full force and effect.

Failure or delay by the Company to exercise any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.

These Terms and Conditions, together with the confirmed booking details and any written variations agreed between the parties, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any previous statements, representations, or agreements, whether written or oral.