Terms and Conditions
Canary Wharf Removals Service Terms and Conditions
These Terms and Conditions govern the provision of removal and related services by Canary Wharf Removals. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Company refers to Canary Wharf Removals, the provider of the services.
1.2 Customer refers to the person, firm or organisation requesting or receiving the services.
1.3 Services means any removal, packing, unpacking, storage, furniture assembly or disassembly, or associated activities carried out by the Company.
1.4 Goods means all furniture, personal belongings, equipment, and other items to be moved, packed, stored, or handled by the Company.
1.5 Quotation means the written or electronic estimate provided by the Company setting out the proposed charges for the Services.
1.6 Contract means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions and the Quotation.
2. Scope of Services
2.1 The Company provides residential and commercial removal services, including packing, unpacking, loading, transport, unloading, and related services within its service area and, where agreed, to other destinations within the United Kingdom.
2.2 Any additional services not expressly stated in the Quotation, such as long-term storage, specialist item handling, or out-of-hours work, must be agreed in writing and may incur extra charges.
2.3 The Company reserves the right to use appropriate vehicles, equipment, and personnel as it considers necessary to perform the Services safely and efficiently.
3. Booking Process
3.1 Bookings may be requested by the Customer via the Company’s accepted communication channels. A booking is not confirmed until the Customer has accepted the Quotation and, where applicable, paid any required deposit.
3.2 The Customer must provide accurate information about the property addresses, property type, number of rooms, access restrictions, parking arrangements, and the nature and quantity of Goods to be moved.
3.3 The Quotation is based on the information provided by the Customer. If the information is incomplete or incorrect, the Company may adjust the charges to reflect the actual work required or, where necessary, refuse to provide the Services.
3.4 Quotations are valid for a period specified in the Quotation or, if no period is specified, for 30 days from the date of issue. After this period the Company may revise the Quotation.
3.5 The Customer is responsible for obtaining all necessary permissions, permits, and authorisations required for parking, loading, and unloading at both collection and delivery addresses.
4. Deposits and Payments
4.1 The Company may require a deposit to secure a booking. The amount and payment deadline will be specified in the Quotation or at the time of booking.
4.2 Unless otherwise agreed in writing, payment of the balance for the Services is due on or before the day of the move and, in any event, prior to the Company’s vehicles being unloaded at the delivery address.
4.3 Payment must be made using a method accepted by the Company. The Customer is responsible for ensuring cleared funds in accordance with the payment terms.
4.4 If payment is not received in accordance with these Terms and Conditions, the Company reserves the right to:
a. Suspend or refuse to carry out or continue the Services.
b. Retain possession of Goods until all outstanding amounts have been paid in full.
c. Charge interest on overdue sums at the statutory interest rate applicable to commercial debts, or at a reasonable rate where not governed by statute.
4.5 Any additional charges incurred due to waiting time, extra labour, additional items, parking fines, congestion or clean air zone charges, or changes in the scope of work requested by the Customer will be added to the final invoice and become payable in accordance with these Terms and Conditions.
5. Cancellations and Amendments
5.1 The Customer may cancel or amend a booking by providing written or recorded notice to the Company.
5.2 Where the Customer cancels the Services, the following cancellation charges may apply unless otherwise stated in the Quotation:
a. More than 7 days before the scheduled service date: deposit may be refunded at the Company’s discretion, subject to reasonable administrative charges.
b. Between 7 days and 48 hours before the scheduled service date: up to 50 percent of the total quoted price may be charged.
c. Less than 48 hours before the scheduled service date or on the service date itself: up to 100 percent of the total quoted price may be charged.
5.3 If the Customer requests a change of date or material change to the scope of work, the Company will use reasonable efforts to accommodate the request but cannot guarantee availability. Significant amendments may be treated as a cancellation and rebooking at the Company’s discretion.
5.4 The Company may cancel or postpone the Services where it is prevented from performing them due to circumstances beyond its reasonable control, including but not limited to severe weather, road closures, accidents, vehicle breakdown, public health restrictions, strikes, or other force majeure events. In such cases, the Company will endeavour to rearrange the Services at a mutually convenient time.
6. Customer Responsibilities
6.1 The Customer must ensure that all Goods are ready for removal at the agreed time, unless the Company has agreed to provide packing services.
6.2 The Customer is responsible for:
a. Properly packing and securing all items where packing services are not included.
b. Labelling any fragile or high-value items clearly.
c. Ensuring that all appliances are disconnected, defrosted, drained, and prepared for transport.
d. Removing fixtures or fittings that are to be moved, unless otherwise agreed.
e. Ensuring safe and reasonable access to the property, including clear hallways, stairways, and lifts.
f. Arranging suitable parking for the Company’s vehicles, including any permits where required.
6.3 The Customer or an authorised representative must be present at both collection and delivery addresses to direct the placement of Goods and to sign any relevant documentation.
7. Excluded and Restricted Items
7.1 The Company will not carry or store the following items and they must not be included in the Goods:
a. Explosives, firearms, weapons, ammunition, or similar items.
b. Hazardous or toxic materials, including gas cylinders, flammable liquids, chemicals, paints, or solvents.
c. Perishable goods or items requiring controlled temperatures.
d. Illegal items or items obtained unlawfully.
e. Cash, jewellery, precious metals, securities, important documents, or items of exceptional value, unless expressly agreed in writing.
7.2 If such items are included without the Company’s knowledge, the Company shall not be liable for any loss, damage, or consequences arising, and may dispose of or remove such items at the Customer’s expense.
8. Waste, Disposal and Environmental Regulations
8.1 The Company operates in compliance with applicable waste management and environmental regulations within the United Kingdom.
8.2 Where the Customer requests disposal or clearance of items, this must be agreed as a separate service. Additional charges may apply for labour, transport, and disposal fees.
8.3 The Company is not obliged to remove items that are classified as hazardous waste, restricted under local authority rules, or otherwise unsuitable for standard disposal routes.
8.4 The Customer is responsible for ensuring that any items requiring special handling or disposal are disclosed in advance. Failure to do so may result in additional charges or refusal to remove such items.
8.5 The Customer remains legally responsible for any waste or restricted items placed in the Company’s vehicles without the Company’s knowledge or consent, including any penalties or charges arising from non-compliant disposal.
9. Liability and Insurance
9.1 The Company will exercise reasonable care and skill in carrying out the Services. However, the Company’s liability is subject to the limits and exclusions set out in this section.
9.2 The Company’s liability for loss of or damage to Goods while in its care shall be limited to a reasonable amount per item or per consignment, as specified in the Quotation or related documentation. The Customer may request extended cover where available, which may be subject to additional charges and conditions.
9.3 The Company will not be liable for:
a. Loss or damage resulting from inherent defects, pre-existing damage, or the fragile condition of Goods.
b. Loss or damage to the contents of containers, boxes, cupboards, or similar where the Company did not pack the items.
c. Normal wear and tear, minor scratches, or cosmetic damage occurring in the ordinary course of removal.
d. Loss or damage resulting from inadequate or improper packing by the Customer.
e. Loss or damage caused by moths, vermin, mould, damp, or atmospheric conditions.
f. Loss of data or records stored on electronic devices or media.
9.4 The Company’s liability for indirect or consequential loss, including loss of profit, loss of enjoyment, or loss of opportunity, is excluded.
9.5 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded under applicable law.
9.6 The Customer is advised to obtain adequate insurance for Goods of high or unusual value and to notify the Company in writing of any items with a replacement value that exceeds normal household or office contents standards.
10. Claims and Time Limits
10.1 Any visible loss or damage to Goods should be reported to the Company’s team on the day of the move and noted on any relevant documentation where possible.
10.2 The Customer must notify the Company in writing of any claim for loss or damage within a reasonable period and, in any event, no later than seven days after completion of the Services, unless a longer period is required by law.
10.3 The Customer must provide a reasonable opportunity for the Company to inspect any alleged damage and must cooperate with any investigation or assessment process.
11. Access, Parking and Delays
11.1 The Customer must ensure that suitable access and parking are available at both collection and delivery addresses. Any parking fees, fines, congestion charges, or similar costs incurred by the Company in the performance of the Services may be charged to the Customer.
11.2 The Company is not liable for delays caused by factors beyond its reasonable control, including but not limited to traffic congestion, road closures, adverse weather, lift failures, or delays caused by third parties.
11.3 If the Services are delayed due to the Customer’s actions or omissions, including late access to the property or Goods not being ready, the Company may charge for additional time and labour.
12. Subcontracting
12.1 The Company reserves the right to subcontract all or part of the Services to carefully selected third parties.
12.2 Where the Company uses subcontractors, these Terms and Conditions shall apply to the Services provided, and the Company shall remain responsible for the performance of the Contract, subject to the limitations set out herein.
13. Data Protection and Privacy
13.1 The Company will collect and process personal data required to administer bookings, provide the Services, manage payments, and comply with legal obligations.
13.2 The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom. Personal data will not be sold to third parties and will only be shared where necessary to perform the Services, process payments, or meet legal requirements.
14. Complaints
14.1 The Company aims to provide a professional and reliable service. If the Customer is dissatisfied for any reason, they should raise their concerns as soon as possible so that the Company can seek to resolve the issue.
14.2 The Company will investigate complaints in a fair and timely manner and may request additional information from the Customer to assist with the resolution.
15. Variation of Terms
15.1 The Company reserves the right to amend these Terms and Conditions from time to time. The version applicable to a Contract will be the version in force at the time the booking is confirmed.
15.2 Any variation to these Terms and Conditions requested by the Customer shall only be binding if agreed in writing by an authorised representative of the Company.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any Contract between the Customer and the Company shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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 the Services provided.
17. Severability
17.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed deleted, but the validity and enforceability of the remaining provisions shall not be affected.
18. Entire Agreement
18.1 These Terms and Conditions, together with the Quotation and any written variations agreed by the parties, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings or representations, whether oral or written.
18.2 The Customer acknowledges that they have not relied on any statement, promise, or representation that is not expressly set out in these Terms and Conditions or in the Quotation.
By confirming a booking with Canary Wharf Removals, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.
