Crystal Palace Removals Terms and Conditions of Service
These Terms and Conditions set out the basis on which Crystal Palace Removals provides household, office and related removal services within the United Kingdom. By placing a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the individual, company, or organisation that requests and/or pays for the services.
We, Us, Our means Crystal Palace Removals, the provider of the removal services.
Services means any removal, packing, loading, transport, unloading, storage, clearance, or related services supplied by us.
Goods means the items, belongings, furniture, equipment, and other property which are the subject of the services.
Agreement means the contract formed between you and us incorporating these Terms and Conditions and any written quotation or confirmation supplied by us.
2. Scope of Services
We provide removals and associated services primarily within the United Kingdom. Our services may include packing and unpacking, loading and unloading, transportation of goods, short-term or long-term storage, and small-scale clearance services where permitted by law.
The specific services to be supplied on any job will be as set out in our written quotation or booking confirmation. Any additional tasks requested on the day of the move may be carried out at our discretion and may incur extra charges.
3. Booking Process
3.1 Enquiries and quotations
You may request a quotation by providing details of the properties involved, access arrangements, inventory of goods, preferred dates, and any special requirements. Quotations are normally based on the information you supply and, where necessary, a site visit or video survey.
All quotations are estimates only and are subject to survey, access conditions, and the accuracy and completeness of the information you provide. If the actual work is greater than that described or access is restricted, we may adjust our charges accordingly.
3.2 Acceptance of quotation
Your booking is not confirmed until you have accepted our quotation in writing or by other form of clear confirmation requested by us, and until any required deposit has been received. We reserve the right to decline bookings at our discretion.
3.3 Amendments to booking
If you wish to change the date, addresses, or scope of the services after booking, you must notify us as soon as possible. We will make reasonable efforts to accommodate changes, but this cannot be guaranteed, especially at short notice or during busy periods. Changes may result in revised charges.
4. Access, Parking and Client Responsibilities
You must ensure suitable access at both collection and delivery addresses, including safe and legal parking for our vehicles and clear access routes to the property. Any parking charges, permits, or fines arising from the performance of the services may be charged to you if they result from a lack of prior arrangements or information.
You are responsible for:
Securing all necessary permissions for parking, loading, and unloading.
Ensuring that stairways, lifts, and access routes are available and safe.
Being present or appointing a representative during the removal to guide our team and confirm instructions.
Checking that nothing is left behind before our team leaves each address.
5. Items We Do Not Carry or Store
We will not carry, pack, or store any of the following items, and you agree not to include them in the goods:
Explosives, firearms, ammunition, or weapons of any kind.
Flammable, corrosive, toxic, or hazardous substances, including gas cylinders, paints, solvents, and chemicals.
Perishable or refrigerated food items, live plants in unsuitable condition, or living creatures.
Illegal goods or any items in breach of applicable laws or regulations.
Items of exceptional value such as jewellery, cash, precious metals, important documents, antiques or fine art, unless we have expressly agreed in writing to carry them and appropriate insurance arrangements are in place.
If such items are included without our knowledge, we shall have no liability in relation to them, and you will indemnify us for any loss, damage, or expense we incur as a result.
6. Packing and Client-Prepared Goods
If you choose to pack your own goods, you are responsible for using suitable materials and packing methods to withstand normal handling and transport. We are not liable for damage arising from poor or inadequate packing by you or any third party not instructed by us.
If we have agreed to pack, we will take reasonable care using appropriate materials. Certain fragile or high-value items may require specialist packing, which may be subject to additional charges.
7. Price, Payment and Deposits
7.1 Price
Our charges are normally set out in a written quotation or confirmation. The price may take into account the volume or weight of goods, distance travelled, number of staff required, access conditions, and any additional services such as packing or storage.
7.2 Deposits
We may require a deposit to secure your booking. The amount and due date for the deposit will be specified in our confirmation. Deposits are generally non-refundable, subject to the cancellation terms below, unless we fail to perform the services due to our own fault.
7.3 Payment terms
Unless otherwise agreed in writing, full payment is due no later than on completion of the services on the moving day, or at the start of any storage period. We reserve the right not to unload goods or release items from storage until full payment has been received.
Payment must be made by a method accepted by us at the time of booking or as notified in advance. We do not accept responsibility for any payment delays caused by banking or third-party payment providers.
7.4 Late payment
If payment is not made when due, we may charge interest on the outstanding amount at a reasonable rate and may suspend or withhold further services, including continued storage or delivery of goods, until all sums are paid in full. We may also exercise a lien over goods in our possession.
8. Cancellations and Postponements
8.1 Client cancellations
If you need to cancel or postpone your booking, you must notify us as early as possible. Our cancellation policy is as follows unless otherwise stated in writing:
Cancelling more than 14 days before the scheduled move date: deposit may be refunded or transferred at our discretion.
Cancelling between 7 and 14 days before the move date: we may retain part or all of the deposit to cover administrative costs and lost bookings.
Cancelling less than 7 days before the move date or on the day: full charges may be payable, especially where we have allocated vehicles and staff specifically for your job.
8.2 Our right to cancel or postpone
We may cancel or postpone the services if:
You fail to pay any required deposit or sum by the due date.
Access or conditions at the premises are unsafe, illegal, or significantly different from those described.
Severe weather, road closures, accidents, mechanical failure, or other events beyond our reasonable control prevent us from operating safely.
In such circumstances, we will aim to offer an alternative date or reasonable solution. Our liability will be limited to any sums you have paid for services not yet provided, subject to the other limitations in these Terms and Conditions.
9. Our Liability for Loss or Damage
9.1 Duty of care
We will take reasonable care of your goods while they are in our possession and during the performance of the services. However, our liability is limited as described in this section.
9.2 Excluded types of loss
We are not liable for:
Indirect or consequential losses such as loss of profits, loss of revenue, loss of use, or emotional distress.
Loss or damage arising from your failure to adequately pack, prepare, or protect items where you have taken responsibility for packing.
Loss or damage to items that we have specifically advised cannot be safely moved or for which you have declined recommended additional services or protection.
9.3 Limitation of liability
Unless we have agreed otherwise in writing or you have arranged separate insurance, our total liability for loss of or damage to goods, however caused, shall be limited to a reasonable amount in line with customary removals practice in the United Kingdom. You should consider obtaining appropriate insurance cover for higher-value items or for the full value of your belongings.
9.4 Notification of loss or damage
You must inspect your goods as soon as reasonably possible on delivery. Any apparent loss or damage should be noted to our team at the time and confirmed in writing within a reasonable period, generally within 7 days. Failure to notify us within this period may prejudice our ability to investigate and may affect your entitlement to compensation.
10. Delays and Missed Delivery
While we will use reasonable efforts to adhere to agreed dates and times, all arrival and completion times are estimates only. We are not liable for delays caused by traffic, roadworks, adverse weather, accidents, mechanical issues, failures of third-party services, or other events beyond our control.
If delays occur that are within our control, our liability will be limited to a fair proportion of the service charge for the affected part of the job. You should not arrange key exchanges, cleaners, or other services to take place at fixed times relying solely on our estimated arrival or completion times.
11. Storage
Where we provide storage services, the terms of storage, including charges, access arrangements, and any special conditions, will be confirmed separately or as part of your quotation. Storage fees are payable in advance and may be charged on a weekly or monthly basis.
We may exercise a lien over goods held in storage until all outstanding charges are paid in full. If storage charges remain unpaid for an extended period, we may take further steps in accordance with applicable law, which may include selling or disposing of goods to recover our reasonable costs.
12. Waste, Recycling and Environmental Regulations
We operate in accordance with relevant UK waste and environmental regulations when providing clearance, disposal, or recycling services. We are not a general waste carrier unless specifically licensed, and certain items may need to be disposed of through specialist facilities.
You agree not to request that we dispose of items in a way that breaches applicable regulations, such as fly-tipping or illegal dumping. Any waste or items that we agree to remove will be handled and transferred only to appropriate authorised sites, where required.
Additional charges may apply for the removal and lawful disposal of certain items such as electrical goods, mattresses, construction debris, or hazardous materials. We reserve the right to refuse to remove any waste for which we are not properly authorised or equipped.
13. Insurance
We may maintain insurance appropriate for our business operations. This is not a substitute for your own contents or specialist removals insurance. You are strongly advised to arrange separate insurance cover for your goods, especially where they are of high value or of a delicate nature.
14. Complaints and Dispute Resolution
If you are dissatisfied with any aspect of our services, you should raise the matter with us as soon as possible, providing full details of your concerns. We will investigate and aim to resolve complaints promptly and fairly.
Where a dispute cannot be resolved informally, you and we may consider using mediation or another form of alternative dispute resolution before resorting to court proceedings, although this is not obligatory.
15. Data Protection and Privacy
We will collect and process personal information about you only to the extent necessary to arrange and perform the services, manage our relationship, comply with legal obligations, and, where permitted, inform you of relevant services. We will handle personal data in accordance with applicable UK data protection laws.
16. Variation of Terms
We may update or amend these Terms and Conditions from time to time. The version in force at the time you make your booking will usually apply to your agreement, unless otherwise agreed.
17. Severability
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced by a valid provision that most closely matches the intention of the original.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any agreement between you and us, are governed by and shall be interpreted in accordance with the laws of England and Wales. Any dispute arising out of or in connection with our services or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
By proceeding with a booking or allowing us to commence work, you confirm that you have read, understood, and agree to these Terms and Conditions.
