Camden Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Camden Removals provides removal, relocation, packing, storage, and associated services. By making a booking or allowing our team to begin work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below.

Company, we, us, our means Camden Removals, the provider of the removal and associated services.

Customer, you, your means the person, firm or organisation who requests or receives services from the Company.

Services means any removal, relocation, packing, unpacking, loading, unloading, storage, waste removal, or related services provided by the Company.

Goods means all personal effects, furniture, equipment, and other items in respect of which the Services are to be provided.

Contract means the agreement between the Company and the Customer for the provision of Services, which incorporates these Terms and Conditions and any written quotation or confirmation provided by the Company.

2. Scope of Services

We provide local and regional removal services within the United Kingdom, including domestic and commercial moves, packing and unpacking, loading and unloading, transportation of Goods, and, where agreed, short-term storage and waste removal of permitted items.

The precise scope of the Services will be described in our written quotation or booking confirmation. Any additional work requested that falls outside the agreed scope may incur extra charges and will be carried out only if we have capacity and it is safe and lawful to do so.

3. Quotations

All quotations are based on the information supplied by you at the time of enquiry. Quotations will normally specify the Services to be provided, any assumptions made, and the applicable charges.

Quotations are not binding if there are significant changes to the information you provided, including but not limited to:

Changes to the volume or nature of Goods.

Changes to access conditions at collection or delivery addresses, such as stairs, lifts, parking, or distance to the property.

Changes to dates, times, or locations.

Requirements for additional Services such as packing, dismantling, assembly, storage, or waste handling that were not originally specified.

Unless otherwise stated in writing, quotations are valid for 30 days from the date of issue and are subject to availability of resources and vehicles at the time of booking.

4. Booking Process

A booking is made when you accept our quotation or service proposal and we confirm acceptance of your booking. Confirmation may be provided in writing or via any booking system we operate. We reserve the right to refuse any booking at our discretion.

We may require a deposit or full prepayment to secure your booking. If a deposit is requested, the booking will not be confirmed until the deposit has been received by us in cleared funds.

You are responsible for providing accurate and complete information during the booking process, including addresses, access details, parking restrictions, special handling requirements, and details of any fragile, valuable, or unusual items.

If we arrive on the agreed date and time and are unable to carry out the Services due to inaccurate information, lack of access, or issues outside our control, this may be treated as a cancellation by you and charges may apply.

5. Payments and Charges

Our charges will be set out in the quotation or booking confirmation. Unless otherwise agreed, prices are exclusive of any government taxes or fees that may apply, which will be added where applicable.

Payment terms will be specified in your quotation or confirmation. Unless stated otherwise, the following will generally apply:

For smaller local moves, payment is usually due on or before the day of the move, before unloading is completed.

For larger moves or commercial work, a deposit may be required at booking with the balance due prior to or on the day of the move.

For storage or ongoing services, fees may be payable in advance at regular intervals.

We accept commonly used payment methods that we notify you of in advance. We do not accept payment by cheque unless expressly agreed in writing.

If payment is not received when due, we may suspend Services, retain Goods in our possession, or exercise a lien over Goods until outstanding amounts are paid. We may also charge interest on overdue amounts at the statutory rate permitted under UK law, accruing daily until payment is made in full.

Any additional work requested on the day of the move, or delays caused by factors outside our control such as waiting time for keys, restricted access, or parking difficulties, may incur additional charges at our prevailing hourly or call-out rates.

6. Cancellations and Amendments

You may cancel or amend your booking, subject to the terms in this section. Any cancellation or amendment must be communicated to us as soon as possible using the same channel through which you made your booking or any alternative method we specify.

We may apply cancellation charges based on the notice period provided:

If you cancel more than seven days before the agreed service date, we may refund any deposit paid, less any reasonable administrative or planning costs incurred.

If you cancel between two and seven days before the agreed service date, we may retain part or all of the deposit or charge up to 50 percent of the quoted price.

If you cancel within 48 hours of the agreed service date, or fail to be present to allow us to perform the Services, we may charge up to 100 percent of the quoted price.

Rescheduling is subject to availability. If you request to reschedule within the cancellation periods above, we may treat this as a cancellation and rebooking and apply charges accordingly, unless we are able, at our discretion, to accommodate the change without loss.

We reserve the right to cancel or reschedule the Services where necessary due to events beyond our reasonable control, including but not limited to severe weather, road closures, vehicle breakdowns, illness, safety concerns, or legal restrictions. In such circumstances, our liability will be limited to rescheduling the Services or refunding any amounts paid for Services not yet provided.

7. Customer Responsibilities

You are responsible for:

Ensuring that all Goods are ready for transport, properly packed unless we have agreed to pack them.

Providing suitable and safe access to the premises at both collection and delivery locations, including arranging parking permits or authorisations where needed.

Ensuring that all items to be moved are clearly identified and that no prohibited or unlawful items are included.

Obtaining any necessary permissions from building management, landlords, or authorities for carrying out the move, including any time restrictions or lift bookings.

Being present or appointing a responsible representative at the premises to oversee the move, provide instructions, and sign any job sheets or delivery notes.

Checking that all Goods have been loaded and unloaded as required. We are not liable for Goods left behind or misdirected due to incomplete or inaccurate instructions.

8. Items Excluded from Transport

Unless we specifically agree in writing, we do not carry or handle the following items:

Hazardous, flammable, explosive, or corrosive materials, including gas cylinders, paints, chemicals, and fuels.

Illegal items or substances.

Perishable or refrigerated goods that may deteriorate during transport.

Valuables such as jewellery, precious metals, money, important documents, securities, or fine art with high individual value.

Animals or plants.

If any prohibited items are included without our knowledge, we shall not be liable for any loss, damage, or consequences arising, and you will indemnify us for any claims, costs, fines, or losses we suffer as a result.

9. Waste Regulations and Disposal

Where we agree to remove and dispose of waste or unwanted items, this will be carried out in accordance with applicable UK waste management regulations.

We will only remove waste that we are lawfully permitted to carry and dispose of, typically non-hazardous household or office items. We do not handle hazardous waste, clinical waste, chemicals, asbestos, or any material requiring specialist treatment or licences.

All waste removal services must be clearly defined in the quotation or confirmed in writing. Additional charges may apply for large volumes, heavy materials, or items that incur disposal fees.

You are responsible for ensuring that any items you ask us to dispose of do not include personal data or confidential information. We are not responsible for any data breach or loss resulting from your inclusion of such materials in waste.

We will dispose of waste only at lawful facilities and in compliance with environmental regulations. On completion of waste removal, title to the disposed items passes to us or to the authorised disposal facility.

10. Liability and Insurance

We will exercise reasonable care and skill in providing the Services. Our liability for loss or damage to Goods or property is subject to the limitations set out in this section.

We shall not be liable for:

Loss or damage caused by your failure to properly pack items where packing was your responsibility.

Loss or damage arising from inherent defects, weakness, or pre-existing damage in Goods.

Loss or damage to items that are fragile or of high value, including glass, mirrors, electronics, antiques, or artworks, unless we have specifically agreed to handle them with additional protections.

Loss or damage arising from terrorism, war, civil unrest, or other events beyond our reasonable control.

Loss of profits, loss of business, loss of data, or any indirect or consequential loss.

Our liability for loss of or damage to Goods, whether arising from negligence or otherwise, shall be limited to a reasonable market value of the affected items, subject to any specific limits mentioned in our quotation or in any insurance policy we arrange.

If you wish to arrange additional insurance for your Goods in transit, you are encouraged to do so. We may be able to refer you to independent providers, but we do not provide regulated insurance advice.

You must notify us in writing of any loss or damage as soon as reasonably practical, and in any event within seven days of the completion of the Services, so that we can investigate. We may request evidence such as photographs, receipts, or reports to assess your claim.

11. Delays and Access Issues

We will make reasonable efforts to adhere to agreed dates and times, but any arrival or completion times are estimates and not guarantees. We are not liable for delays caused by traffic, roadworks, accidents, extreme weather, breakdowns, or circumstances beyond our control.

If we are delayed or prevented from carrying out the Services due to lack of access, keys not being available, parking restrictions, or other issues at the premises, we may charge waiting time or additional call-out fees. If the delay makes it impossible to complete the move on the agreed day, we may need to reschedule, and further charges may apply.

12. Storage Services

Where storage is provided, either by us or via a third party on our behalf, separate storage conditions may apply. Unless otherwise specified, the following principles apply:

Storage charges are payable in advance and are non-refundable for partially used periods.

You must not store prohibited, illegal, perishable, or hazardous items.

Access to stored Goods may require advance notice and may incur handling or access fees.

Our liability for stored Goods is limited in the same manner as for Goods in transit, as described in the liability section.

13. Complaints and Disputes

If you are dissatisfied with any aspect of our Services, you should raise the issue with our team as soon as possible during the job so that we have an opportunity to resolve it immediately where feasible.

If the matter is not resolved on the day, you should submit a written complaint as soon as possible, and in any case within 14 days of completion of the Services. Please provide full details of the issue, including dates, addresses, and any supporting evidence.

We will review your complaint and respond within a reasonable time. Where appropriate, we may propose remedial action, a goodwill gesture, or other resolution, without prejudice to our legal rights.

14. Data Protection and Privacy

We will process your personal data in order to manage your booking, deliver the Services, handle payments, and meet our legal obligations. This may include retaining your contact details, service history, and payment records.

We will take reasonable steps to protect your personal data and will not sell your information to third parties. We may share data with trusted partners involved in providing the Services, such as storage providers or subcontractors, where necessary.

15. Subcontracting

We may, at our discretion, use subcontractors or agents to perform all or part of the Services. Where we do so, we will remain responsible for the overall performance of the Contract, subject to the limitations of liability set out in these terms.

16. Variation of Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Contract unless changes are required by law or regulatory authorities, in which case the updated terms may apply retrospectively to the extent necessary.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any Contract between you and us, are governed by and construed in accordance with the laws of England and Wales.

Any dispute arising out of or in connection with the Services or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory rights you may have as a consumer under applicable law.

18. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be severed from the remaining terms, which shall continue to be valid and enforceable to the fullest extent permitted by law.

19. Entire Agreement

These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between you and Camden Removals in relation to the Services and supersede any prior discussions, correspondence, or understandings.

By proceeding with your booking, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.