Terms and Conditions
Enfield Removals Terms and Conditions of Service
These Terms and Conditions set out the basis on which Enfield Removals provides removal, relocation, packing, storage coordination 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 your booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings given below:
1.1 We, us, our means Enfield Removals, the removal services provider.
1.2 You, your means the customer making the booking or any person on whose behalf the booking is made.
1.3 Services means removal, packing, loading, unloading, transportation, and any other related services agreed in writing.
1.4 Goods means any items, furniture, personal belongings or other property removed, transported or handled by us in connection with the services.
1.5 Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation.
2. Scope of Services
2.1 We provide residential and commercial removal services for customers located in and around Enfield and surrounding areas, including local and longer-distance moves within the United Kingdom.
2.2 The exact scope of services, including the collection address, delivery address, number of staff, vehicle size, and any additional services such as packing, disassembly or reassembly, will be set out in our quotation or booking confirmation.
2.3 We are not responsible for any services that are not expressly agreed in writing prior to the move date.
3. Quotations and Pricing
3.1 All quotations are based on the information provided by you and are subject to these Terms and Conditions. It is your responsibility to ensure that all details you provide are correct and complete.
3.2 Unless otherwise stated, quotations are given on the basis that:
a) Access to the collection and delivery addresses is reasonable and safe for our vehicles and staff.
b) The property is no higher than the floors and access conditions specified during the quotation process.
c) There are no unexpected obstacles, restrictions, or delays such as waiting times for keys, parking issues, or lift failures.
3.3 Additional charges may apply if:
a) The volume or nature of the goods differs from that described when the quotation was given.
b) Access is significantly more difficult than reasonably anticipated.
c) We are required to carry out additional work, such as dismantling or reassembling items not previously agreed, extra packing, or carrying items above a reasonable distance or number of floors without adequate lift access.
3.4 All prices are exclusive of any applicable taxes unless otherwise stated.
4. Booking Process
4.1 A booking is only confirmed once you have accepted our quotation, provided the required information, and we have issued a written booking confirmation.
4.2 We may request a deposit or full payment in advance to secure your booking. Details of any deposit requirements will be set out in the quotation or booking confirmation.
4.3 It is your responsibility to check that all details in the booking confirmation are accurate, including addresses, dates, times, and the services to be provided. Any errors must be reported to us as soon as possible.
4.4 We reserve the right to decline any booking request at our discretion.
5. Payments and Charges
5.1 Payment terms will be stated in your quotation or booking confirmation. Unless agreed otherwise, payment is due as follows:
a) A deposit may be required at the time of booking.
b) The balance is typically payable on or before the day of the move, prior to unloading at the delivery address.
5.2 We accept payment methods as advised at the time of booking. Cash payments, where accepted, must be made to our authorised representative and you should retain a receipt.
5.3 If payment is not made in accordance with these Terms and Conditions, we reserve the right to:
a) Suspend or cancel the services.
b) Retain the goods until full payment has been received.
c) Charge interest on overdue sums at a reasonable commercial rate from the due date until the date of payment.
5.4 Any additional charges arising from waiting times, parking fines due to incorrect information, changes in service scope, or delays outside our reasonable control may be added to your final invoice.
6. Cancellations and Amendments
6.1 If you wish to cancel or amend your booking, you must notify us as soon as reasonably possible.
6.2 Cancellation charges may apply as follows, unless different terms are specified in your booking confirmation:
a) Cancellation more than 7 days before the scheduled move date: any deposit may be refundable or transferable at our discretion.
b) Cancellation between 3 and 7 days before the scheduled move date: we may retain all or part of the deposit.
c) Cancellation less than 3 days before the scheduled move date or on the day of the move: you may be liable for up to 75 to 100 percent of the quoted price, depending on our costs incurred and loss of opportunity to take other work.
6.3 If you request changes to the move date, addresses, or scope of services, we will use reasonable efforts to accommodate the change but cannot guarantee availability. Changes may result in revised pricing.
6.4 We reserve the right to cancel or postpone your booking due to circumstances beyond our reasonable control, including severe weather, vehicle breakdown, accidents, road closures, staff illness, or other operational issues. In such cases, we will seek to reschedule the move to the nearest available date and time. Our liability will be limited to a refund of any amounts paid for services not provided, and we will not be responsible for consequential losses.
7. Your Responsibilities
7.1 You are responsible for:
a) Ensuring that all goods to be moved are ready for transportation at the agreed time.
b) Properly packing and securing your goods, unless we have agreed to provide packing services.
c) Obtaining all necessary permissions, permits, and parking arrangements for both collection and delivery addresses.
d) Ensuring that access to the property, including lifts, staircases, and doorways, is safe and suitable for moving the goods.
e) Being present or arranging for a responsible person to be present at both collection and delivery to oversee the move, confirm items, and sign any relevant documents.
7.2 You must not ask our staff to do anything that is unsafe, unlawful, or outside the scope of the agreed services.
8. Excluded and Special Items
8.1 Unless we have agreed in writing, we do not carry:
a) Hazardous, flammable, explosive or corrosive materials.
b) Illegal goods, stolen goods, or anything that you do not have lawful authority to possess or move.
c) Perishable items, live animals, plants, or food requiring special storage.
d) Valuable items such as jewellery, cash, important documents, works of art, antiques or collections of high value.
8.2 If you include any such items without our knowledge or consent, we will have no liability for any loss or damage arising from their removal or storage and you will indemnify us against any resulting claims, damages, or expenses.
9. Liability for Loss or Damage
9.1 We will take reasonable care of your goods while they are in our custody and control. Our liability for loss or damage is subject to the limitations set out in this section.
9.2 We will not be liable for:
a) Loss or damage arising from your failure to pack goods properly, unless we have provided the packing services.
b) Damage to items that are already defective, fragile, or not in a good state of repair.
c) Minor damage or wear and tear that occurs despite reasonable care, such as minor scuffs or scratches in the course of normal handling.
d) Loss or damage resulting from war, terrorism, natural disasters, severe weather, or other events beyond our reasonable control.
9.3 Our liability for any single item is limited to a reasonable market value, subject to an overall cap as set out in your quotation or booking confirmation. You should arrange separate insurance if the value of your goods exceeds our liability limits.
9.4 We are not liable for indirect or consequential losses, including but not limited to loss of profit, loss of opportunity, emotional distress, or costs arising from delays such as missed flights, hotel bookings, or time off work.
9.5 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and, in any event, within 7 days of the move date or the date when you first became aware of the issue. You must provide reasonable evidence, including photographs and a description of the damage or loss. Failure to notify us within this timeframe may affect our ability to investigate and may limit or exclude our liability.
10. Delays and Access Issues
10.1 We will use reasonable efforts to adhere to agreed dates and times, but timings are estimates only and are not guaranteed.
10.2 We are not responsible for delays caused by factors outside our control, including but not limited to traffic conditions, road closures, parking difficulties, delays obtaining keys, third-party actions, or adverse weather.
10.3 If we are delayed due to access issues or other matters within your control, we may charge reasonable waiting time or additional labour costs. Where we are unable to complete the move as a result of such issues, our obligation to provide services may be treated as fulfilled and no refund will be due.
11. Waste, Disposal and Environmental Regulations
11.1 We comply with applicable waste and environmental regulations when handling and disposing of items as part of our services.
11.2 Removal of waste, unwanted items, or rubbish is not included in our standard services unless specifically agreed. Where we agree to dispose of items on your behalf, additional charges will apply and will be confirmed to you.
11.3 We only dispose of waste at authorised facilities and in accordance with relevant regulations. We will not remove or dispose of hazardous waste, construction waste, or items requiring specialist treatment unless explicitly agreed.
11.4 You are responsible for ensuring that any items presented to us for disposal are lawful to dispose of and do not contain hazardous substances. You agree to indemnify us for any liability, fines, or costs arising from improper or unlawful waste presented by you.
12. Storage Services
12.1 Where we arrange storage as part of your move, such storage may be provided by us or by a third-party storage provider.
12.2 The terms and conditions of the storage provider may apply in addition to these Terms and Conditions. We will provide you with relevant details where applicable.
12.3 Storage charges, access conditions, and notice requirements for removal from storage will be set out in your quotation or separate agreement.
13. Insurance and Customer Cover
13.1 We recommend that you maintain adequate insurance coverage for your goods during removal, transit, and storage. Our liability under these Terms and Conditions may not cover the full value of your goods.
13.2 Where optional additional cover is offered by us, the details and terms of such cover will be provided separately and may be subject to additional cost and conditions.
14. Complaints and Dispute Resolution
14.1 If you are dissatisfied with any aspect of our services, you should contact us as soon as possible so that we can attempt to resolve the issue.
14.2 We will handle complaints promptly and fairly, and may request additional information or evidence to investigate your concerns.
14.3 If a dispute cannot be resolved between us through our internal complaints process, you may have the right to seek independent advice or pursue the matter through the appropriate legal channels.
15. Data Protection and Privacy
15.1 We collect and process personal data in order to provide our services, manage bookings, and comply with legal obligations.
15.2 We will handle your personal information in accordance with applicable data protection laws and will only share it with third parties where necessary to provide the services, meet legal requirements, or with your consent.
16. Termination
16.1 Either party may terminate the contract if the other party commits a material breach of these Terms and Conditions and, where the breach is capable of remedy, fails to remedy it within a reasonable time after receiving written notice.
16.2 We may terminate the contract or suspend services immediately if:
a) You fail to make any payment when due.
b) You become insolvent, bankrupt, or enter into any arrangement with creditors.
c) We reasonably believe that providing the services would pose a safety risk, be unlawful, or expose us to liability.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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 or the services.
18. General Provisions
18.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
18.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
18.3 These Terms and Conditions, together with any quotation or booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any previous understandings, arrangements or representations.
18.4 We may update or amend these Terms and Conditions from time to time. The version in force at the time your booking is confirmed will apply to your contract.
