Terms and Conditions for Movers Shepherds Bush

These Terms and Conditions set out the basis on which Movers Shepherds Bush provides moving and related services to residential and business customers in the UK. By placing a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before you proceed. They are intended to be clear, fair, and practical, and they apply to all standard moving, loading, unloading, packing, and associated services supplied by us.

For the purposes of these terms, “we”, “us”, and “our” mean the service provider trading as Movers Shepherds Bush, and “you” or “the customer” means the person, business, or organisation requesting the service. Unless expressly agreed otherwise in writing, these terms apply to all quotations, bookings, and service instructions. Any special arrangement, written amendment, or confirmed variation will form part of the agreement only where we have accepted it.

1. Booking process

Bookings may be made by phone, email, online enquiry form, or any other method we make available from time to time. A booking is not confirmed until we have accepted the job details and, where required, received any deposit or advance payment requested. The information you provide must be accurate and complete, including addresses, access conditions, item lists, dates, floor levels, parking restrictions, and any unusual or fragile items that may affect the service.

Booking confirmation and scope of work

Once your request has been reviewed, we may issue a quotation, estimate, or fixed-price offer. Unless stated otherwise, quotations are based on the information supplied by you and are valid only for the period shown on the quotation. We reserve the right to revise the price if the scope of work changes, including when there are additional items, delays, inaccessible access, extra labour requirements, or misdescribed goods. The confirmed service will only include the tasks set out in the booking confirmation or written agreement.

It is your responsibility to ensure that the service date, time, and premises details are correct. If you ask us to proceed on the basis of incomplete or inaccurate information, any resulting adjustment to time, resources, or charges may be applied. We may refuse or postpone a booking if, in our reasonable opinion, the requested work is unsafe, unlawful, or impossible to complete with reasonable care. Movers Shepherds Bush may also require identity verification or proof of authority to move goods in some circumstances.

We aim to arrive within the agreed time window, but all timings are estimates unless we have expressly agreed a guaranteed arrival or completion time. Traffic, weather, access issues, and earlier jobs may affect the schedule. We will use reasonable efforts to keep you informed if a delay occurs. If the service cannot begin because access is unavailable, the premises are not ready, or you are not present as required, waiting charges or a call-out fee may apply.

2. Payments

Payment terms will be set out in your quotation or booking confirmation. In most cases, payment is due on completion of the service unless we agree a deposit, partial advance payment, or staged payment plan. We accept payment only by the methods specified at the time of booking. Any bank charges, failed payment fees, or currency conversion costs resulting from your chosen payment method remain your responsibility, unless caused by our error.

Where a deposit is required, the booking may not be secured until the deposit has cleared. Deposits may be non-refundable if stated at the time of booking and if we have reserved time, labour, or transport exclusively for your job. In the event of additional charges arising from an approved variation or unforeseen circumstances within the scope of the agreed service, these must be paid in accordance with the revised invoice. All prices are stated inclusive or exclusive of VAT as shown on the quotation.

If payment is not made when due, we may suspend further work, withhold delivery, or retain goods to the extent permitted by law and by any applicable contractual lien, subject always to your statutory rights. Any unpaid sums may attract interest and reasonable recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or otherwise at a reasonable rate permitted by law. You are responsible for ensuring that payment is made by an authorised person and from a valid account.

3. Cancellations, rescheduling, and changes

You may cancel or reschedule a booking by giving us notice as soon as reasonably possible. The effect of cancellation may depend on how much notice you provide and whether we have already incurred costs, reserved vehicles, allocated staff, or started work. If you cancel within the notice period specified in your booking confirmation, you may be entitled to a full or partial refund of any advance payment, less any non-recoverable costs or administration charges that were clearly disclosed in advance.

If you cancel at short notice, fail to provide access, or are not ready for the service to commence, we may charge a cancellation fee that reflects our loss and reasonable expenses. This may include staff time, fuel, waiting, parking, tolls, or other committed costs. Where a booking is rearranged, the new date will be subject to availability and may be priced differently if service costs have changed. We will always act reasonably and in line with consumer law when applying cancellation terms.

We may cancel or postpone a booking where necessary because of circumstances beyond our reasonable control, unsafe conditions, vehicle breakdown, staff illness, extreme weather, legal restrictions, or incomplete information that makes performance impracticable. If we cancel for reasons within our control, we will offer a refund of any prepaid amount for the undelivered service or an alternative date if available. We are not liable for losses arising from a lawful cancellation where the cause is outside our control and we have taken reasonable steps to minimise disruption.

4. Liability and customer responsibilities

We will carry out our services with reasonable care and skill. However, you remain responsible for ensuring that items are properly packed, unless packing has been agreed as part of our service, and that goods are suitable for transport. Valuable, fragile, sentimental, or irreplaceable items should be identified before the move. Unless specifically agreed in writing, we do not accept responsibility for the internal condition of items, hidden defects, pre-existing damage, or consequences of inadequate packing by the customer.

You must tell us in advance about any items that are heavy, hazardous, awkward, disassembled, contaminated, or require special handling. This includes, but is not limited to, glass, electronics, antiques, pianos, artwork, plants, liquids, chemicals, and personal documents. We may refuse to move items that are illegal, dangerous, improperly packed, or likely to cause damage or injury. Movers Shepherds Bush will not be liable for delay or damage arising from incomplete disclosure of item details or from your failure to follow reasonable instructions.

To the fullest extent permitted by law, our liability is limited to direct loss or damage caused by our proven negligence, breach of contract, or wilful misconduct. We are not responsible for indirect, special, or consequential losses, including loss of profit, loss of business, emotional distress, or loss arising from third-party actions, except where such exclusion is not permitted by law. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

5. Access, property conditions, and delays

You must provide safe, lawful, and reasonable access to the pickup and delivery locations. This includes ensuring keys, codes, permits, parking arrangements, lift access, and any necessary permissions are available in advance. If our team is delayed because the property is inaccessible or because access equipment is unavailable, we may charge for waiting time or abort the service if it becomes unreasonable to continue. We will not be responsible for losses resulting from restricted access that you knew or ought reasonably to have known about.

We may need to handle goods through communal areas, stairways, or narrow entrances. You should notify us of any risks, delicate surfaces, or building rules that could affect the service. If special protective materials or additional labour are required due to property conditions not disclosed before booking, we may charge extra. Any instruction that would require unlawful entry, breach building rules, or create an unsafe working environment may be refused. Our team may stop work if continuing would present a health and safety concern.

Where a delivery is completed and you or your representative accepts the goods, you should check them as soon as reasonably possible and raise any visible concerns promptly. Any apparent damage should be noted at the time of delivery where practical. Hidden damage claims should be reported within a reasonable time and supported by evidence, so we can investigate fairly. We will consider all claims in good faith and in accordance with these terms and any applicable rights under UK consumer law.

6. Waste regulations and disposal services

If we agree to remove, transport, or dispose of waste, unwanted items, packaging, or household contents, you must ensure that the materials are accurately described and lawful to handle. You remain responsible for identifying any items that are hazardous, restricted, clinical, electrical, or subject to special disposal rules. We may decline to remove materials that fall outside our licence, capability, or legal permissions. Waste collection and disposal will be carried out only in accordance with applicable UK law, including relevant environmental and waste carrier requirements.

Where waste is transferred to us, you confirm that you have the right to dispose of the items and that they are not contaminated with prohibited substances. We may sort reusable, recyclable, and non-recyclable materials in line with legal and operational requirements. If waste is mixed with prohibited materials, we may return the items to you, isolate them for further instruction, or charge additional fees for compliant handling. You agree not to include hazardous substances, gas bottles, asbestos, chemicals, medical waste, or other controlled materials unless we have expressly agreed in writing and are legally permitted to deal with them.

7. Insurance, claims, and damage procedure

We maintain insurance arrangements appropriate to the nature of our services, but insurance does not create unlimited liability and does not cover every type of loss. If you believe an item has been lost or damaged during the service, you must notify us as soon as reasonably practicable and provide enough information for us to investigate. We may request photographs, purchase details, repair estimates, inventory lists, or other evidence. Your claim may be reduced or rejected if you fail to report the issue promptly or if the item was not disclosed, properly packed, or suitable for transport.

If we accept liability, our remedy may be limited to repair, replacement, or a reasonable cash settlement reflecting the item’s actual value and the circumstances of the loss, subject to any agreed valuation or declared value. We will not be responsible for wear and tear, minor scuffs, pre-existing defects, or damage arising from normal handling where no negligence is proven. Any settlement will be made on a fair basis and will not exceed the limits permitted by law or agreed in writing.

Nothing in this section affects your rights as a consumer under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or other applicable UK legislation. If you are contracting as a business, you acknowledge that the parties may agree additional limits or exclusions, provided they are lawful and clearly documented. In all cases, any claim must be supported by reasonable evidence and submitted within a reasonable time after the event.

8. Governing law and general provisions

These terms are governed by the law of England and Wales, and any dispute or claim arising from them will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right shall be treated as a waiver of that right.

We may update these Terms and Conditions from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will apply to that service unless a later version has been expressly accepted by both parties. Any notices relating to a booking should be made in writing where possible. These terms, together with your quotation or booking confirmation, form the whole agreement between you and Movers Shepherds Bush for the relevant service.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms. Movers Shepherds Bush is committed to providing a professional moving service, and these conditions are designed to protect both parties while keeping the process transparent and lawful. If a term is unclear, it should be interpreted in a way that best reflects the overall agreement and the applicable law.