Pimlico Removals Terms and Conditions of Service

These Terms and Conditions set out the basis on which Pimlico Removals provides residential and commercial removal, transport, and associated services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

Definitions

In these Terms and Conditions, the following definitions apply.

Company refers to Pimlico Removals, the provider of removal and associated services.

Customer refers to the person, business, or organisation that books or uses the services of the Company.

Services refers to any removal, packing, loading, transport, storage, delivery, waste carriage, or related services provided by the Company.

Goods refers to the items, furniture, personal effects, equipment, or other property that the Company is requested to handle, transport, or store.

Premises refers to any address where the Services are carried out, including collection and delivery addresses and any access routes reasonably required to perform the work.

Scope of Services

The Company provides household and office removals, man and van services, packing and unpacking, loading and unloading, furniture transport, and related logistical services within its operational service area. Services are provided subject to the availability of vehicles, personnel, and resources on the requested date.

The Company may agree in writing to provide additional services such as dismantling and reassembly of furniture, packing of fragile items, or carriage of certain permitted waste, subject to any specific conditions or charges notified to the Customer in advance.

Quotations and Estimates

Any quotation or estimate issued by the Company is based on the information provided by the Customer, including the volume and nature of Goods, access conditions, the addresses involved, and any special requirements. The Company reserves the right to amend the quotation if the information supplied is incomplete, inaccurate, or changes prior to the date of the move.

Unless otherwise stated in writing, quotations are exclusive of insurance beyond the Companys standard liability, tolls, parking charges, congestion or clean air zone charges, ferry fees, customs duties, and any third party charges. These costs may be payable by the Customer in addition to the quoted price.

Quotations are valid for a limited period as stated on the quotation document. If no period is stated, quotations are valid for 30 days from the date of issue, unless withdrawn earlier by the Company.

Booking Process

A booking is only confirmed when the Customer has accepted the quotation in writing or by other agreed method, and where required, has paid the requested deposit. Verbal discussions or provisional dates do not constitute a binding booking.

The Customer must provide full and accurate information at the time of booking, including the collection and delivery addresses, access details such as floor levels, lifts, parking restrictions, and any Goods that are unusually heavy, fragile, or bulky. The Customer must also inform the Company of any items requiring special handling or equipment.

The Company may request a site visit or video survey before confirming a quotation, particularly for larger moves or where access may be restricted. The Customer agrees to provide reasonable access for such surveys.

Any changes to the booking, including changes of date, address, or scope of work, must be communicated to the Company in good time. The Company will make reasonable efforts to accommodate changes but cannot guarantee availability or the same price. Adjusted quotations may apply.

Customer Responsibilities

The Customer is responsible for ensuring that adequate parking and access are available at both collection and delivery locations. Where parking restrictions apply, the Customer must obtain any necessary permits or authorisations, or reimburse the Company for any parking charges or penalties incurred while acting on the Customers instructions.

The Customer must ensure that premises are prepared for the Services, including disconnecting appliances where appropriate, emptying refrigerators and freezers, and securing fragile or valuable items if not packed by the Company. The Customer must also ensure that children, pets, and other third parties are kept at a safe distance from moving operations.

The Customer is responsible for complying with all relevant regulations at the premises, including building regulations, access rules, and health and safety requirements, and for informing the Company of any known risks or hazards such as loose flooring, structural defects, or restricted headroom.

Payments and Charges

Unless otherwise agreed in writing, payment for Services is due prior to commencement of the work or on completion of the work on the same day. The Company may require a deposit at the time of booking, with the balance due before or on the day of the move. For business customers, alternative payment terms may be agreed in writing.

Payment must be made using an accepted payment method as notified by the Company. The Customer is responsible for any bank or transaction charges imposed by their payment provider. The Company reserves the right to withhold Services or cease work where payment terms have not been met.

If payment is not received by the due date, the Company may charge interest on the overdue amount at a reasonable commercial rate, accruing daily until payment is made in full. The Company may also recover any reasonable costs of debt collection.

Additional charges may be applied where Services are extended beyond the time or scope originally agreed due to delays or issues outside the Companys control. This includes but is not limited to waiting time caused by delayed access to premises, keys not being available, lifts out of order, or additional Goods being added that were not included in the original quotation.

Cancellations and Postponements

The Customer may cancel or postpone a booking by providing notice to the Company. The following charges may apply, unless otherwise stated in writing.

If more than seven days notice is given before the agreed start time, any deposit paid may be refunded or transferred to a new date, at the Companys discretion.

If between two and seven days notice is given, the Company may retain part or all of the deposit to cover scheduling and administrative costs, or apply a cancellation fee equivalent to a reasonable proportion of the quoted price.

If less than two days notice is given, or if the Customer fails to provide access or is not present on the day of the move, the Company may charge up to the full quoted price to cover lost time, staffing, and vehicle allocation.

The Company reserves the right to cancel or reschedule a booking in the event of circumstances beyond its reasonable control, including severe weather, vehicle breakdown, illness, accidents, or other events making it unsafe or impracticable to carry out the Services. In such cases, the Company will seek to agree an alternative date or provide a refund of any advance payments received for Services not provided. The Company is not liable for consequential losses arising from such cancellation or postponement.

Insurance and Liability

The Company will exercise reasonable care and skill in providing the Services and handling the Goods. However, the Companys liability for loss of or damage to Goods is limited and subject to the terms set out in this clause.

Unless a higher level of cover is expressly agreed in writing, the Companys liability for any one item, pair, or set is limited to a reasonable amount, having regard to the age, condition, and value of the item. The Customer is advised to arrange separate insurance for high-value items or collections, and for overall removal cover if desired.

The Company is not liable for loss or damage arising from the following.

Damage to Goods packed by the Customer or third parties where the Company did not pack or inspect the contents.

Pre-existing defects, wear and tear, or inherent vice in the Goods.

Damage to premises where the Company has advised that a particular method of access or handling poses a risk, and the Customer has instructed the Company to proceed.

Loss or damage resulting from war, terrorism, acts of public authority, industrial action, or other events beyond the Companys reasonable control.

Loss of data, digital content, or consequential loss such as loss of profit, loss of opportunity, or indirect costs.

The Company will not be liable for cash, jewellery, watches, precious metals, securities, important documents, or similar valuables unless expressly agreed and declared in advance, and then only to the extent expressly agreed in writing.

Any claim for loss or damage must be notified to the Company as soon as reasonably practicable and in any event within seven days of the completion of the Services, unless the Customer can show that it was not reasonably possible to notify within this period. The Customer must provide reasonable evidence of the loss or damage and allow the Company a reasonable opportunity to inspect the items and premises.

Exclusions and Prohibited Goods

The Company will not carry or store certain items including, but not limited to, explosives, flammable or hazardous materials, illegal goods, live animals, perishable foodstuffs where suitable arrangements are not in place, or any item that in the reasonable opinion of the Company is unsafe or unlawful to transport or store.

The Customer must not present any such Goods for removal or storage. If such Goods are discovered after acceptance of the job, the Company may remove or dispose of them at the Customers cost and will have no liability for any loss arising from such action.

Access, Property Damage, and Limitations

The Customer is responsible for ensuring appropriate access to and within the premises. This includes arrangements for parking, stairways, lifts, corridors, and doorways of sufficient size for the Goods. If access is restricted, the Company may decline to move certain items or may need to use alternative methods at additional cost.

Where the Company is required to move items through tight or awkward spaces, over balconies, or through windows, the Customer accepts that a higher risk of damage may exist. The Company will not be liable for damage in such circumstances where the Customer has requested or insisted that the move proceed despite clear advice of the risk.

The Company will take reasonable steps to protect floors, walls, and fixtures but is not liable for superficial marks or wear consistent with careful removal activities. The Customer is encouraged to remove or protect vulnerable items such as light fittings, wall decorations, or floor coverings prior to the arrival of the removal team.

Waste Regulations and Disposal

Where the Company agrees to remove unwanted items or waste, it will do so in compliance with applicable waste and environmental regulations. The Company will only carry waste that it is lawfully permitted to transport and may refuse to remove items that fall outside these permissions.

The Customer must accurately describe any waste to be collected and must not mix hazardous or regulated waste with general waste. If prohibited items are found among Goods or waste presented for collection, the Company may refuse to carry them, separate them for the Customer to deal with, or arrange specialist disposal at the Customers cost.

Disposal, recycling, or donation of items is carried out on the basis agreed at the time of booking. Once items have been removed for disposal or recycling, they cannot be retrieved. The Company does not guarantee that any item will be accepted by any third party recycling or reuse facility.

The Customer remains responsible for any fines or penalties arising from false declarations about the nature of waste or Goods, or for instructing the Company to dispose of items in a way that breaches regulations.

Data Protection and Privacy

The Company collects and processes personal data necessary to manage bookings, provide Services, and comply with legal obligations. This may include names, addresses, and payment details. The Company will handle such data in a lawful and secure manner and will not sell or share personal data with third parties except where necessary to provide the Services or comply with legal requirements.

By using the Services, the Customer consents to the processing of personal data for these purposes. The Customer has rights in relation to their personal data under applicable data protection laws and may contact the Company to exercise these rights.

Complaints and Dispute Resolution

The Company aims to provide a professional and reliable service. If the Customer is dissatisfied, they should raise their concerns with the Company as soon as possible, providing details of the issue and any supporting information. The Company will investigate and seek to resolve complaints in a fair and timely manner.

If a dispute cannot be resolved directly, the parties may consider mediation or another form of alternative dispute resolution before commencing formal legal proceedings, although this is not a requirement.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.

The parties 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 or their subject matter.

Variations and Entire Agreement

The Company may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking. Any variation to these Terms and Conditions must be agreed in writing by the Company.

These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between the Company and the Customer in relation to the Services. No verbal statement or representation not confirmed in writing shall be binding on the Company.

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