Paddington Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Paddington Removals provides domestic and commercial removal services, including packing, loading, transport, unloading, and any related handling agreed in advance. By making a booking, the customer confirms that they have read, understood, and accepted these terms. For the purposes of these terms, references to ???we,??� ???us,??� and ???our??� mean Paddington Removals, and references to ???you??� or ???the customer??� mean the person requesting the service or the legal entity on whose behalf the booking is made.

Our service is designed to support lawful, safe, and efficient removals in accordance with applicable UK law. Every removal is subject to availability, access conditions, the accuracy of the information provided at booking, and any special requirements agreed in writing. We reserve the right to refuse or suspend a service where the required information has not been supplied, where safety may be compromised, or where the removal request falls outside the agreed scope.

These terms are intended to be read together with any written quotation, booking confirmation, inventory, or service notes issued by us. In the event of any conflict, the specific written confirmation for the job shall take precedence over general wording in these terms, except where mandatory law requires otherwise.

1. Booking Process

To arrange a booking with Paddington Removals, you must provide accurate details about the collection and delivery addresses, the preferred dates, access arrangements, parking restrictions, items to be moved, and any packing, dismantling, storage, or specialist handling requirements. A quotation may be based on the information supplied at the time of enquiry and may be revised if the actual move differs materially from the description provided.

A booking is not confirmed until we issue a written acceptance, whether by email, invoice, order confirmation, or another written format. Any estimate given before confirmation is provided in good faith but does not guarantee final pricing if the job changes, if access is restricted, or if additional labour, time, materials, or vehicles are needed. We may request photographs, inventories, or a pre-move assessment to help ensure the quotation reflects the nature of the service.

It is your responsibility to ensure that all details are correct and up to date. If you fail to disclose relevant information, including stairs, long carrying distances, fragile items, restricted access, parking permit requirements, heavy appliances, or items requiring specialist treatment, we may adjust the price, alter the timetable, or decline part of the service. Where a move requires permits, building permissions, lift bookings, or access authorisations, you must obtain these in time unless we have expressly agreed to do so in writing.

2. Scope of Service and Customer Duties

Paddington Removals provides services only to the extent agreed in the booking. Unless expressly included, we do not undertake deep cleaning, electrical disconnection, plumbing work, hazardous waste handling, or any work requiring specialist certification. The customer must ensure that goods are packed appropriately unless packing has been contracted as part of the removal service. If we provide packing materials, they are supplied for the purpose intended and remain subject to the relevant charges.

You must ensure that goods are ready for collection at the agreed time, that fragile items are clearly identified, and that all personal, confidential, and illegal items are removed from boxes or furniture before the move. We are not responsible for items left behind, concealed valuables, or goods that are not declared in advance. The customer should also ensure that appliances are emptied, defrosted where necessary, and made safe for transport unless we have agreed to prepare them.

We may refuse to move items that are dangerous, unlawful, contaminated, excessively heavy without prior notice, or likely to cause damage to other goods, vehicles, or property. This includes but is not limited to gas canisters, fireworks, chemicals, flammable liquids, asbestos, biological materials, live animals, and any item prohibited by law or by carrier restrictions. If such items are presented without disclosure, the customer may remain liable for any resulting losses, costs, delays, or compliance issues.

3. Payments and Charges

All prices are quoted in pounds sterling unless otherwise stated. Charges may be based on hourly rates, fixed fees, volume, weight, mileage, labour, vehicle type, specialist equipment, packing materials, storage, or a combination of these factors. Unless a fixed price has been expressly agreed in writing, estimates are not guaranteed and may change if the scope of work changes or if unforeseen circumstances arise.

Payment terms will be stated in the quotation or invoice. We may require a deposit, partial prepayment, or full payment in advance to secure a booking. Unless otherwise agreed, all sums are due immediately on invoice or by the date specified. We reserve the right to withhold commencement, pause the job, or retain goods where payment has not been received in accordance with the agreed terms, subject always to applicable law.

Additional charges may apply where there are delays outside our control, extra waiting time, access problems, parking fines caused by inaccurate customer information, re-delivery attempts, storage after the agreed period, or the need for additional staff or vehicles. The customer remains responsible for all reasonable costs arising from inaccurate instructions, late changes, or non-availability of access. Any discounts, promotional rates, or special offers apply only where specifically confirmed and may be withdrawn if the conditions attached to them are not met.

4. Cancellations, Rescheduling, and Delays

You may request cancellation or rescheduling by notifying us in writing. Cancellations received before the agreed notice period may be eligible for a partial or full refund, depending on the stage of preparation, staffing reserved, and any third-party costs already incurred. Where a cancellation is made at short notice, we may retain part or all of any deposit to cover administrative and operational losses, to the extent permitted by law.

If you postpone a booking, we will use reasonable efforts to accommodate a new date, but availability cannot be guaranteed. Any revised date may be subject to updated pricing, particularly if labour, fuel, access conditions, or storage requirements differ from the original booking. If you are not present or unable to provide access at the agreed time, and the move cannot proceed, we may charge waiting time, abortive visit fees, or rebooking costs.

We may cancel or suspend a service if we reasonably believe that proceeding would be unsafe, unlawful, or impractical, including where weather conditions, road closures, mechanical failure, staffing issues, or inaccurate customer information materially affect the move. In such circumstances, our liability will be limited to refunding any amount paid for work not performed, except where the law requires a different remedy. We shall not be responsible for any indirect losses arising from a lawful cancellation or postponement.

5. Liability, Damage, and Insurance

We take reasonable care in handling your goods, but removal work carries inherent risks. Our liability is limited to loss or damage caused directly by our negligence or breach of these terms. We do not accept liability for pre-existing damage, normal wear and tear, deterioration, hidden defects, or damage caused by inadequate packing by the customer where packing was not undertaken by us.

Where we are responsible for packing, we will use reasonable care and skill in the selection and preparation of materials. However, liability for delicate or valuable items may be limited if those items were not declared in advance or if they were particularly fragile, antique, irreplaceable, or of exceptional value. The customer should notify us in writing of such items before the move so that appropriate handling arrangements and, where necessary, additional insurance can be discussed.

Our liability for loss or damage will, to the fullest extent permitted by law, be capped at the lower of the value of the affected item or the amount recoverable under any applicable insurance cover and contractual limitation set out in the quotation. We will not be liable for indirect or consequential losses, including loss of profit, business interruption, loss of opportunity, or emotional distress, except where such exclusion is unlawful.

6. Waste Regulations and Disposal

Paddington Removals complies with applicable UK waste regulations when removing, transporting, or disposing of unwanted items, packaging, or debris as part of an agreed service. We will only remove waste if it is clearly included in the booking and if it can be lawfully transported and handled. Waste must not be presented as general household goods where it contains hazardous, offensive, or controlled materials requiring specialist treatment.

The customer is responsible for disclosing the nature of any waste, including electrical items, batteries, paints, solvents, sharps, contaminated materials, plasterboard, clinical waste, or items that may be classified as hazardous. Where waste transfer documentation, segregation, or special disposal arrangements are required, the customer must cooperate with us and provide accurate information. We may refuse any waste that cannot lawfully be accepted or processed within the terms of our service.

Any items removed for disposal remain subject to the customer???s declarations and instructions, and we do not guarantee that all items can be recycled, donated, or disposed of in a particular way. If the customer requests disposal of items that later prove to be hazardous, misdescribed, or non-compliant with law, the customer shall be responsible for any additional costs, penalties, or enforcement action arising from that misdescription, except where caused by our own error.

7. Ownership, Authority, and Right to Move Goods

By booking with us, you confirm that you either own the goods to be moved or have full authority from the owner to arrange the service and to agree these terms on their behalf. You must ensure that no goods subject to a dispute, lien, court order, or other legal restriction are included unless all relevant permissions have been obtained. We may require proof of authority where ownership or entitlement is unclear.

If we reasonably suspect that the goods are stolen, unlawfully possessed, subject to legal restriction, or otherwise not entitled to be moved, we may refuse to carry them and may notify the appropriate authorities where required by law. We are not liable for delay or non-performance caused by a legitimate request for proof of authority or by compliance with legal obligations.

Title to any goods remains with the owner at all times unless otherwise transferred in accordance with law. Our handling of goods does not create any custody rights beyond those necessary to perform the service and protect the property while in our care. This does not affect any lien or retention rights that may arise under contract or law in the event of unpaid charges.

8. Complaints and Claims

If you believe there has been a problem with the service, you must notify us as soon as reasonably possible and, in any event, within a reasonable time after completion of the move. For damage claims, the customer should provide supporting details, including photographs, a description of the item, and any relevant purchase or repair information. Prompt notification helps us investigate and, where appropriate, make a fair assessment.

We may request access to the affected item or premises to inspect the issue. Failure to permit a reasonable inspection may affect our ability to verify the claim. Where we accept responsibility, we may choose to repair, replace, or compensate up to the appropriate limit set out in these terms and any applicable insurance policy, subject to the customer???s duty to mitigate loss.

Nothing in these terms limits any rights you may have under consumer law that cannot lawfully be excluded. If any provision of these terms is found unenforceable, the remaining provisions will continue in full force and effect. Our failure to enforce any right on one occasion does not waive our right to enforce it later.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with a booking with Paddington Removals, shall be governed by and interpreted in accordance with the laws of England and Wales, unless mandatory law requires otherwise. The courts of England and Wales shall have exclusive jurisdiction over any dispute, subject to any rights that may exist under applicable consumer protection legislation.

Nothing in these terms is intended to override statutory rights. If a consumer has rights under mandatory legislation, those rights continue to apply. Where the service is supplied to a business customer, the parties agree that any commercial dispute will be handled in accordance with English law and the relevant contractual provisions agreed at the time of booking.

By proceeding with a booking, you confirm that you have the authority to accept these terms and that you understand your obligations regarding access, payment, accurate information, lawful disposal of waste, and the responsible preparation of goods. These terms are designed to create a fair and transparent framework for the provision of removals services, house removals, and related moving support.