Merton Removals Service Terms and Conditions

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

1. Definitions

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

Company means Merton Removals, the provider of removal and associated services.

Customer means the person, firm, or organisation who requests or uses the services of the Company.

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

Goods means any items, belongings, furniture, equipment, or other property handled, transported, or stored by the Company on behalf of the Customer.

Service Area means the primary operational area of the Company, including but not limited to residential and business addresses within Merton and surrounding districts, together with any additional locations agreed in writing.

2. Scope of Services

The Company provides local and regional removal services for domestic and commercial Customers, which may include packing, loading, transportation, unloading, and placement of Goods at the delivery address. Additional services, such as packing materials, assembly or disassembly of furniture, and short term storage, may be offered subject to availability and separate charges.

The specific Services to be provided will be set out in the quotation or booking confirmation. Any services not expressly listed are excluded and may incur additional charges if requested at or after the commencement of the Services.

3. Quotations and Estimates

Any quotation or estimate issued by the Company is based on the information provided by the Customer, including but not limited to property details, access, inventory, location, and service requirements. The Customer is responsible for ensuring that all information supplied is accurate and complete.

Quotations are generally provided on a fixed price basis unless otherwise stated. The Company reserves the right to revise a quotation or apply additional charges if

There are changes to the inventory, addresses, access conditions, or dates after the quotation is issued.

The work is delayed or extended due to circumstances beyond the Companys control, including but not limited to waiting times, parking issues, road closures, or restricted access.

Additional services are requested by the Customer that were not included in the original quotation.

Unless otherwise stated, quotations are valid for a limited period from the date of issue and may be withdrawn or amended by the Company at any time before acceptance by the Customer.

4. Booking Process

A booking is made when the Customer accepts the Companys quotation or otherwise confirms the request for Services, and the Company acknowledges the booking. Booking confirmation may be provided in writing or electronically.

The Customer must ensure that all details in the booking confirmation are correct, including dates, addresses, contact information, inventory, and any special requirements. Any discrepancies must be notified to the Company as soon as possible.

The Company may require a deposit or advance payment to secure the booking. The amount and due date of any deposit will be specified at the time of booking. If the Customer fails to pay the required deposit within the specified time, the Company may cancel or refuse the booking.

5. Customer Responsibilities

The Customer agrees to

Provide accurate and complete information when requesting a quotation and confirming a booking.

Ensure suitable parking and access at both collection and delivery addresses, including any necessary permits or authorisations.

Arrange for appropriate packing of Goods, unless the Customer has booked a packing service with the Company.

Ensure that all Goods are ready for transport at the agreed time and that all pathways are clear and safe for the crew.

Be present, or arrange for an authorised representative to be present, at both collection and delivery addresses to oversee the work and sign any relevant documents.

Advise the Company in advance of any items requiring special handling, such as fragile goods, valuables, or items of unusual size or weight.

6. Payments and Charges

The Customer agrees to pay all charges due for the Services in accordance with the quotation, booking confirmation, or any subsequent written agreement.

Unless otherwise agreed, payment terms are as follows.

Any required deposit is payable on booking.

The remaining balance is payable on or before completion of the Services.

Payment methods accepted will be advised by the Company and may include bank transfer, card payment, or other commonly used methods.

The Company reserves the right to apply reasonable additional charges where

The work exceeds the original time estimate due to delays outside the Companys control.

There are additional Goods or services not stated in the original quotation.

Access is significantly more difficult than described at the time of quotation, such as additional floors, long carries, or restrictions.

If payment is not made in full when due, the Company may withhold delivery of Goods, suspend Services, and or charge interest on overdue amounts at a reasonable rate until payment is received in full.

7. Cancellations and Amendments

If the Customer wishes to cancel or amend a booking, notice must be given to the Company as soon as possible.

The following cancellation terms will normally apply.

If the Customer cancels more than a specified number of working days before the agreed service date, the Company may refund any deposit paid, subject to reasonable administrative costs.

If the Customer cancels within a shorter period before the service date, the Company reserves the right to retain part or all of the deposit and or charge a cancellation fee to cover lost work and committed costs.

If the Customer cancels on the service date or when the crew arrives on site, the Company may charge up to the full quoted price.

Amendments to dates, times, addresses, or scope of Services are subject to availability and may result in revised charges. The Company is not obliged to accept amendments but will make reasonable efforts to accommodate requests.

8. Access, Parking, and Property Conditions

The Customer must ensure that suitable and legal parking is available for the Companys vehicles at both collection and delivery addresses. Any charges, penalties, or fines incurred due to a lack of proper parking arrangements may be charged to the Customer.

The Customer is responsible for ensuring that access routes are safe and appropriate for the movement of Goods, including lifts, stairways, corridors, and doorways. If access is restricted or unsafe, the Company may refuse to move particular items or may offer to proceed at the Customers risk, which must be documented.

The Company will take reasonable care to avoid damage to property, including floors, walls, and fixtures. However, the Customer should take precautions such as protecting flooring or removing fragile decorations where appropriate.

9. Excluded and Restricted Items

Unless expressly agreed in writing, the Company will not carry or store

Money, bonds, securities, or other financial instruments.

Jewellery, watches, precious metals, or valuable collections.

Dangerous, hazardous, or illegal goods, including explosives, gases, flammables, chemicals, or drugs.

Perishable goods, live animals, or plants.

Items requiring specialist handling, such as pianos, safes, or machinery, unless this has been specifically agreed.

If such items are included without the Companys knowledge or consent, the Company will have no liability for loss, damage, or consequences arising from them. The Customer will be responsible for any costs, loss, or damage suffered by the Company as a result of carrying or storing such items.

10. Liability for Loss or Damage

The Company will take reasonable care in handling, transporting, and storing Goods. The Companys liability for loss of or damage to Goods is subject to the limitations set out in this section.

The Company will not be liable for

Loss or damage arising from war, terrorism, natural disasters, or other events beyond its reasonable control.

Loss or damage arising from defective or inadequate packing by the Customer.

Damage to items where an inherent defect, weakness, or pre existing damage exists.

Loss of sentimental or unknown value where the value has not been declared and agreed in advance.

Where the Company is liable for loss or damage, its liability may be limited to a specified amount per item or per consignment, or to the reasonable cost of repair or replacement, whichever is lower. Any specific limits will be communicated by the Company and may be supplemented by insurance obtained by the Customer.

The Customer should notify the Company in writing of any loss or damage as soon as reasonably practicable and in any event within a specified period after completion of the Services. The Customer must provide evidence and reasonable assistance to enable the Company to investigate any claim.

11. Time Limits and Delays

Dates and times given for the start or completion of Services are estimates only and are not guaranteed, unless expressly agreed in writing as a timed service. The Company will make reasonable efforts to adhere to agreed schedules but is not liable for delays caused by events beyond its control, including traffic, weather, accidents, or third party actions.

If a delay is caused directly by the Company and results in additional charges for the Customer, such as extra storage or accommodation costs, the Companys liability will be limited to reasonable and foreseeable losses, subject to the overall limitations of liability set out in these Terms and Conditions.

12. Insurance

The Company maintains appropriate insurance cover for its legal liabilities arising from the provision of Services. This does not replace or extend any insurance required by the Customer for the full value of Goods.

The Customer is strongly advised to obtain adequate insurance to cover the full replacement value of Goods during transit and any storage, particularly for high value or fragile items. The Company is not responsible for any shortfall between its limited liability and the actual value of the Goods.

13. Waste, Disposal, and Environmental Regulations

Where the Company provides waste removal, clearance, or disposal services, such services will be carried out in accordance with applicable waste and environmental regulations in the United Kingdom.

The Customer must not request the Company to dispose of hazardous, illegal, or regulated waste unless the Company has specifically agreed and is appropriately licensed to do so. Such items include but are not limited to chemicals, asbestos, medical or clinical waste, and certain electrical items.

The Customer is responsible for accurately describing any waste materials and for separating recyclable and non recyclable items where required. Additional charges may apply for the handling, transport, or disposal of certain categories of waste.

The Company will use authorised disposal facilities and will seek to minimise the environmental impact of its activities. Disposal charges will be set out in the quotation or otherwise communicated to the Customer.

14. Storage Services

If storage services are provided, the terms of storage, including duration, charges, access arrangements, and conditions of Goods, will be agreed separately or included in the booking confirmation.

The Customer must not store prohibited items as set out in these Terms and Conditions. The Customer is responsible for ensuring that Goods are suitable for storage and appropriately protected.

Storage charges must be paid on time. If storage fees are not paid, the Company may exercise a lien over the Goods and, after giving reasonable notice, may sell or dispose of the Goods to recover outstanding amounts and associated costs.

15. Right of Lien

The Company has a legal right to withhold some or all of the Goods until all outstanding charges, including interest and costs, have been paid in full. This right applies to any Goods in the Companys possession, whether relating to the current Services or any previous services provided to the Customer.

If payment remains outstanding after reasonable notice, the Company may sell or dispose of some or all of the Goods to recover its charges and reasonable expenses. Any surplus will be returned to the Customer, where possible.

16. Complaints

If the Customer is dissatisfied with any aspect of the Services, the Customer should raise the issue with the Company as soon as possible so that it can be addressed promptly. The Company will investigate complaints and aim to find a fair and reasonable resolution.

Any claims for loss or damage must be made in accordance with the time limits and procedures outlined in these Terms and Conditions. Failure to notify the Company within the specified time may affect the ability to assess and resolve the claim.

17. Data Protection and Privacy

The Company will collect and process personal data as necessary to provide the Services, manage bookings, handle payments, and comply with legal obligations. Personal data will be handled in accordance with applicable data protection laws in the United Kingdom.

The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to perform the Services, process payments, or comply with legal requirements.

18. Amendments to These Terms

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will normally apply to that booking, unless a change is required by law or agreed with the Customer.

The current Terms and Conditions will be made available to Customers on request and may be published on the Companys website or other service literature.

19. 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 will be deemed removed or amended to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

20. Governing Law and Jurisdiction

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.

The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the provision of Services by the Company.

By booking or using the Services of Merton Removals, the Customer confirms that they have read, understood, and agreed to these Terms and Conditions.