Terms and Conditions

Paddington Movers Service Terms and Conditions

These Terms and Conditions set out the basis on which Paddington Movers provides household and commercial removals, packing, storage, and related services within the United Kingdom. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

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

Client means the person, company, or organisation that requests, books, or pays for the services.

Services means removal, packing, unpacking, loading, unloading, transport, storage, handling of goods, and any additional services agreed in writing between the Client and Paddington Movers.

Goods means all items, effects, furniture, personal possessions, equipment, and any other property handled, packed, transported, or stored by us on behalf of the Client.

Contract means the agreement between the Client and Paddington Movers which incorporates these Terms and Conditions and any written quotation or confirmation of booking.

2. Scope of Services

Paddington Movers provides removal and related services throughout the United Kingdom, including local and longer distance moves. The exact scope of services will be set out in our quotation or confirmation of booking and may include packing materials and labour, disassembly and reassembly of furniture where agreed, loading and unloading at the collection and delivery addresses, and short or long term storage where requested.

Any services not expressly included in the quotation or written agreement will be treated as additional services and may be subject to additional charges. We reserve the right to refuse to carry or handle any goods that, in our reasonable opinion, may be unsafe, illegal, or present a risk to our staff, vehicles, premises, or the public.

3. Booking Process and Quotations

3.1 Quotations are based on the information provided by the Client, including but not limited to the addresses, access conditions, property size, volume or list of goods, floor levels, and any special handling requirements. Quotations are normally provided as fixed prices but may include elements charged on a time or mileage basis where stated.

3.2 All quotations are subject to survey or confirmation. If the information supplied by the Client is inaccurate or incomplete, or if access or other conditions differ materially on the day of the move, we reserve the right to amend the price accordingly or to charge additional fees for extra time, staff, or equipment required.

3.3 A booking is only confirmed when we have accepted the Client's request for services, issued a written confirmation of booking, and received any required deposit or advance payment. Until this point, dates and times remain provisional and may be offered to other Clients.

3.4 The Client is responsible for checking the details of the quotation and confirmation of booking and for informing us promptly of any errors, changes, or additional requirements. Substantial changes may result in a revised quotation.

4. Client Responsibilities

4.1 The Client must ensure that adequate and lawful parking is available at both the collection and delivery addresses for the duration of the services and, where necessary, arrange parking suspensions or permits in advance. Any parking charges, fines, or penalties incurred as a result of insufficient or unlawful parking arrangements may be charged to the Client.

4.2 The Client must ensure that the premises are accessible and safe for our staff and vehicles, including clear access routes, unlocked doors, and suitable lifts where applicable. The Client should remove or secure any items that may cause a hazard, such as loose floor coverings or low hanging fixtures.

4.3 Unless specifically agreed as part of the services, the Client is responsible for packing and labelling all goods securely and appropriately for transport. Fragile or valuable items must be clearly marked and adequately protected.

4.4 The Client must be present, or must appoint an authorised representative to be present, at the collection and delivery addresses throughout the services to provide instructions, confirm inventories if needed, and sign any documentation. If no authorised person is present, we may act in what we reasonably consider to be the Client's best interests, but we shall not be liable for any loss or damage arising from such decisions.

5. Payments and Charges

5.1 Unless otherwise agreed in writing, a deposit or full prepayment may be required to secure a booking. The balance of any charges is payable on or before the day of the move, or in accordance with any payment schedule stated in the quotation or invoice.

5.2 We accept the payment methods specified in our documentation or advised to the Client prior to the move. All payments must be made in pounds sterling.

5.3 Additional charges may apply in situations including, but not limited to, waiting time beyond the agreed schedule, significantly increased volume of goods, additional collection or delivery points, use of stairs above the agreed floor level, poor or restricted access requiring additional labour or equipment, or delays caused by circumstances outside our reasonable control.

5.4 All sums due must be paid without set off or deduction. We reserve the right to charge interest on overdue amounts at the statutory rate applicable to commercial debts in the United Kingdom, accruing on a daily basis from the due date until payment is received in full.

6. Cancellations and Postponements

6.1 The Client may cancel or postpone a booking by giving written notice. The following cancellation charges may apply, calculated as a percentage of the agreed price for the services.

a. More than seven days before the scheduled service date: no cancellation fee, and any deposit paid may be refunded or credited at our discretion.

b. Between two and seven days before the scheduled service date: up to 50 per cent of the agreed price may be charged.

c. Less than two days before the scheduled service date or on the day of the move: up to 100 per cent of the agreed price may be charged.

6.2 If the Client fails to be present at the agreed time and place, fails to provide access to the premises, or otherwise prevents us from carrying out the services on the scheduled date, we may treat the booking as cancelled by the Client and apply the appropriate cancellation charge.

6.3 We may cancel or postpone the services if circumstances outside our reasonable control make it impracticable to proceed, including but not limited to severe weather, road closures, accidents, strikes, or vehicle breakdowns. In such cases we will seek to rearrange the services at a mutually convenient time. Our liability will be limited to a refund of any sums paid for services not provided, and we will not be responsible for any consequential losses.

7. Exclusions and Special Items

7.1 Unless expressly agreed in writing before the move, we will not carry or handle any of the following items: hazardous, flammable, or explosive materials, including gas cylinders and paints; illegal or stolen goods; live animals or plants; perishable food or goods requiring controlled temperature; cash, securities, or negotiable documents; or items of exceptional value such as fine art, antiques, jewellery, or precious metals.

7.2 If any such items are included in the goods without our knowledge, we will not be liable for any loss, damage, or deterioration, and the Client shall be responsible for any resulting claim, loss, or expense that we suffer.

8. Liability for Loss or Damage

8.1 We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods arising from our negligence or breach of contract shall be limited as set out in this section.

8.2 Unless a higher value is agreed in writing and any applicable additional charges are paid, our total liability for any claim or series of related claims shall not exceed a reasonable replacement value per item or per consignment, subject to an overall cap that is proportionate to the price paid for the services. The applicable limits will be set out in our quotation or accompanying documentation.

8.3 We shall not be liable for any loss or damage that is not reasonably foreseeable, indirect or consequential losses such as loss of profits, loss of enjoyment, or emotional distress, or for any loss or damage arising from the Client's own acts or omissions, including inadequate packing undertaken by the Client, failure to label fragile items, or failure to protect goods before our arrival.

8.4 We shall not be liable for loss or damage caused by inherent defects in the goods, including wear and tear, defective construction, instability, or poor condition, or for damage to furniture or property that arises when moving items which can reasonably be regarded as too large for doorways, staircases, or lifts, where the Client has requested that we proceed despite the risk.

8.5 We shall not be liable for any loss or damage resulting from the disconnection, reconnection, or installation of appliances unless these services are expressly included in our quotation and carried out by suitably qualified personnel.

8.6 Any loss or damage must be notified to us in writing as soon as reasonably possible and in any event no later than seven days after completion of the services. We may request photographs, receipts, or other evidence to assess the claim. Failure to provide notice within this period may affect our ability to properly investigate and may reduce or extinguish any liability, unless the Client can show that it was not reasonably possible to comply with this time limit.

9. Storage Terms

9.1 Where goods are stored with us, they may be stored in our own facilities or in facilities operated by third parties. The location of the storage facility may change over time for operational reasons.

9.2 Storage charges are payable in advance in accordance with our invoice or storage agreement. If storage charges are not paid when due, we reserve the right to refuse access to the goods and to exercise a lien over them until all outstanding amounts are paid.

9.3 If storage charges or other sums remain unpaid for a prolonged period, we may, after giving reasonable notice, dispose of or sell some or all of the goods to recover outstanding amounts. Any surplus proceeds, after deduction of our costs and charges, will be held for the Client.

10. Waste, Recycling, and Environmental Regulations

10.1 Paddington Movers operates in accordance with applicable waste management and environmental regulations in the United Kingdom. We are not a general waste disposal service and will only remove items designated for disposal or recycling where this has been agreed as part of the services.

10.2 The Client is responsible for informing us in advance of any items that require disposal or recycling. Additional charges may apply based on the type, volume, and weight of items to be removed and the applicable disposal or recycling fees.

10.3 We will not remove hazardous or regulated waste, including chemicals, oils, asbestos, clinical waste, or electrical equipment that is subject to specific disposal requirements, unless this has been agreed in writing and appropriate arrangements and charges are in place.

10.4 The Client remains responsible for ensuring that any items presented for disposal are lawfully owned and may be disposed of and that no items requiring special licences, permits, or treatment are included without prior written agreement.

11. Insurance

11.1 We maintain insurance cover appropriate to our business operations. Details of cover and any relevant limits or exclusions may be provided on request.

11.2 The Client is advised to consider obtaining their own insurance for goods in transit or storage, particularly for high value or fragile items, as our liability is limited as set out in these Terms and Conditions.

12. Complaints and Dispute Resolution

12.1 We aim to provide a professional service at all times. If the Client is dissatisfied with any aspect of the services, they should raise the matter with us as soon as possible so that we have an opportunity to investigate and, where appropriate, remedy the issue.

12.2 Any formal complaint should be submitted in writing with a clear description of the problem and any supporting evidence. We will acknowledge receipt and aim to respond within a reasonable period, usually within 14 days.

12.3 If a dispute cannot be resolved directly between the parties, either party may seek to use mediation or another form of alternative dispute resolution prior to commencing legal proceedings, although this is not compulsory.

13. Data Protection and Confidentiality

13.1 We will process personal data relating to the Client and, where applicable, their representatives in order to provide the services, administer the contract, and comply with legal obligations. Personal data will be handled in accordance with applicable data protection laws in the United Kingdom.

13.2 We will take reasonable steps to keep Client information secure and confidential and will not disclose it to third parties except where necessary to provide the services, to comply with legal or regulatory obligations, or with the Client's consent.

14. Force Majeure

14.1 We shall not be liable for any failure or delay in performing any of our obligations under the contract where such failure or delay is caused by events beyond our reasonable control, including but not limited to acts of God, extreme weather, war, terrorism, civil unrest, industrial disputes, pandemics, compliance with any law or governmental order, or failure of utilities or transport networks.

14.2 If a force majeure event continues for a prolonged period making it impracticable to perform the services, either party may terminate the contract by giving written notice. The Client will remain liable for any services already provided, but no additional charges will be payable for services not carried out.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions, and any contract between the Client and Paddington Movers, are governed by and shall be construed in accordance with the laws of England and Wales.

15.2 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 their subject matter, formation, or termination.

16. General Provisions

16.1 No variation of these Terms and Conditions shall be effective unless it is agreed in writing by an authorised representative of Paddington Movers.

16.2 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful, or unenforceable, such provision shall be severed from the remaining provisions, which shall continue in full force and effect.

16.3 The Client may not assign or transfer any of their rights or obligations under the contract without our prior written consent. We may assign or subcontract some or all of our obligations, provided that this does not materially reduce the standard of service.

16.4 No failure or delay by either party in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict any further exercise of that or any other right or remedy.

By proceeding with a booking or using our services, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.