Terms and Conditions

Queen's Park Movers Service Terms and Conditions

These Terms and Conditions set out the basis on which Queen's Park Movers provides removal and related services to you as a customer. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below:

Company means Queen's Park Movers, the removal service provider.

Customer means the person, firm, or organisation booking the services.

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

Goods means the items, belongings, or property in respect of which the Services are provided.

Premises means any property from or to which the Goods are moved, or where Services are provided.

2. Scope of Services

The Company provides household and commercial removal services, including local and regional moves, packing and unpacking, loading and unloading, and, by separate agreement, temporary storage and disposal of certain items in accordance with waste regulations.

The exact scope of the Services to be provided will be set out in the written quotation or booking confirmation. Any additional services requested on the day of the move may be chargeable and are subject to availability of staff, vehicles, and time.

3. Quotations and Estimates

All quotations are based on the information supplied by the Customer, including the size and quantity of Goods, access conditions at the Premises, distance to be travelled, and any special handling requirements.

Quotations are normally provided as fixed prices, but may be given as estimates where full details cannot be confirmed in advance. The Company reserves the right to amend the quotation or apply additional charges if:

The information provided by the Customer proves to be incomplete or inaccurate.

Access at either property is significantly more difficult than advised, such as narrow stairs, long carries, or lack of parking.

The move is delayed or extended due to factors outside the Company’s control, including but not limited to waiting for keys or third-party delays.

Additional Goods or services are added that were not originally specified.

Unless otherwise stated in writing, quotations are valid for 30 days from the date of issue and are subject to the Company’s availability at the time of booking.

4. Booking Process

A booking is considered provisional until the Customer has accepted the quotation and complied with any deposit or advance payment requirements specified by the Company.

To confirm a booking, the Customer must:

Agree to the quotation and these Terms and Conditions.

Provide accurate contact details and the full addresses of collection and delivery locations.

Notify the Company of any access issues, parking restrictions, time limitations, or special handling needs.

Pay any required deposit or prepayment within the timescale advised.

The Company reserves the right to decline or cancel a booking where the requested date is no longer available, where the nature of the Goods or access conditions render the job unsafe or impractical, or where the Customer fails to comply with payment terms.

5. Customer Responsibilities

The Customer is responsible for:

Ensuring that all Goods to be moved are suitably packed, secured, and labelled unless the Company has agreed to provide packing services.

Removing and safely transporting any valuables, important documents, money, jewellery, antiques, or items of exceptional value, unless expressly agreed in writing.

Ensuring that all appliances are disconnected, defrosted, drained, and ready for transport.

Obtaining all relevant permissions for parking, loading, and unloading at the Premises, including arranging any permits where necessary.

Ensuring that the Premises are accessible at the agreed times and that there is a responsible adult present to direct the crew and sign relevant documentation.

Complying with all applicable laws and regulations relating to the Goods, including any restrictions on hazardous materials or controlled substances.

6. Payments and Charges

Unless otherwise agreed in writing, payment terms are as follows:

A deposit or prepayment may be required to secure the booking.

Any remaining balance is payable on or before completion of the Services on the day of the move.

Additional charges may apply for extended waiting times, extra labour, additional items, or unforeseen difficulties.

All amounts are payable in the currency stated on the quotation or invoice. The Company may charge interest on overdue balances at a reasonable commercial rate from the date payment falls due until the date payment is received in full.

If the Customer fails to make payment when due, the Company may suspend or withhold Services, retain Goods in its possession until payment is received, or take legal steps to recover outstanding sums and associated costs.

7. Cancellations, Postponements, and Changes

The Customer may cancel or amend a booking by giving the Company clear written or verbal notice within the timeframes specified by the Company. Any cancellation, postponement, or significant change to the booking may incur charges, calculated with reference to the scheduled move date and the notice given.

The Company may apply the following cancellation or change fees, which will be explained in the quotation or at the time of booking:

No charge or a nominal fee where sufficient notice is given prior to the move date.

A partial charge where short notice is given and the Company is likely to incur costs or be unable to reallocate staff and vehicles.

Up to the full quoted amount if cancellation or postponement occurs on the scheduled move date or with minimal notice.

The Company reserves the right to cancel or reschedule a booking if:

Conditions at the Premises are unsafe or significantly different from those described.

Weather, road conditions, or other external factors make it unsafe or impossible to carry out the Services.

The Customer fails to make required payments or comply with these Terms and Conditions.

8. Excluded and Prohibited Items

Unless expressly agreed in writing, the Company will not accept responsibility for the carriage or storage of the following items:

Money, securities, jewellery, watches, or other items of high financial or sentimental value.

Perishable goods, plants, or animals.

Hazardous, toxic, or flammable materials, including gas cylinders, fuel, explosives, chemicals, or paint.

Illegal goods or items obtained unlawfully.

The Customer must not include such items among the Goods without prior written agreement. The Company may remove, refuse to transport, or dispose of any prohibited items in a safe and lawful manner, and the Customer may be liable for related costs and consequences.

9. Liability and Limitations

The Company will take reasonable care in handling, transporting, and storing the Goods. However, its liability is subject to the limitations set out in this section.

The Company is not liable for any loss, damage, or delay arising from:

Acts or omissions of the Customer or any person acting on the Customer’s behalf.

Defects in the Goods or their packaging, including where the Customer has packed the Goods.

Normal wear and tear, or gradual deterioration of Goods.

Pre-existing damage or inherent vice of the Goods.

External factors beyond the Company’s reasonable control, including severe weather, traffic disruption, road closures, accidents, or acts of third parties.

In the event of proven negligence by the Company, its total liability for any claim or series of claims arising from a single event will not exceed a reasonable limit per item or per job, as specified in the quotation or agreed in writing. It is the Customer’s responsibility to request details of any applicable limits or to arrange additional insurance cover if required.

The Company will not be liable for loss of profits, loss of income, loss of use, or any indirect or consequential losses arising from any delay, damage, or loss of Goods, except where such liability cannot be excluded by law.

10. Insurance

The Company maintains appropriate insurance cover in relation to its business operations. This may include public liability insurance and, where applicable, goods in transit insurance. The extent and limits of cover may vary.

The Customer is encouraged to review their own contents or business insurance policies and to arrange additional cover if the value of the Goods or the potential losses exceed the Company’s stated limits of liability. Any insurance claims must be made in accordance with the procedures set out by the relevant insurer and within the indicated time limits.

11. Claims and Complaints

If the Customer believes that any Goods have been lost or damaged, or that the Services have not been provided with reasonable care and skill, the Customer must notify the Company as soon as reasonably practicable.

Visible loss or damage should be reported to the team on the day of the move and noted before they leave the Premises wherever possible. Any subsequent claim should be submitted promptly, with reasonable detail and supporting evidence such as photographs, receipts, or repair estimates.

The Company will investigate any complaints and aim to respond within a reasonable timeframe. The Customer must allow the Company and, where appropriate, its insurers, a fair opportunity to inspect any damage before repairs or disposal take place. Failure to notify the Company within a reasonable period may affect the ability to investigate and may limit or prevent any potential remedy.

12. Waste, Disposal, and Environmental Regulations

Where the Company agrees to remove and dispose of unwanted items, this will be carried out in accordance with applicable waste and environmental regulations. The Company may, at its discretion, decide whether items can be reused, recycled, or must be taken to an appropriate waste facility.

The Customer must accurately describe any items to be disposed of and declare any potentially hazardous materials. Additional charges may apply for the disposal of bulky items, electrical goods, or materials that require special handling.

The Company will not unlawfully dump or fly-tip any waste, and the Customer must not request or encourage any unlawful disposal. The Customer may be held responsible for any fines, penalties, or costs incurred as a result of providing misleading information about waste items or insisting upon unlawful disposal.

13. Access, Parking, and Delays

The Customer is responsible for ensuring that suitable parking is available for the Company’s vehicles at both collection and delivery locations, and for complying with any local parking rules. Any permits or permissions that may be required must be arranged in advance by the Customer, unless otherwise agreed.

Waiting time charges may be applied if the team is unable to commence work at the agreed time due to lack of access, parking restrictions, delays in receiving keys, or other factors beyond the Company’s control.

The Company will make reasonable efforts to arrive and complete the work within agreed time windows, but cannot be held liable for delays caused by traffic, road incidents, severe weather, or other circumstances outside its reasonable control.

14. Health and Safety

The Company is committed to maintaining high standards of health and safety for its staff, customers, and the public. The Customer must not ask staff to undertake tasks that may put them at risk, such as lifting unsafe loads, working at unsafe heights, or operating in hazardous conditions.

If the crew considers that a particular activity would be unsafe or unreasonable, they may decline to carry it out and will discuss alternative options with the Customer where possible. The Company may suspend or terminate the Services if serious health and safety concerns arise.

15. Data Protection and Privacy

The Company will use personal information provided by the Customer for the purposes of administering bookings, carrying out Services, processing payments, and handling any complaints or queries. Personal information will be managed in accordance with applicable data protection legislation.

The Company will not sell or disclose personal information to third parties except where needed to provide the Services, comply with legal obligations, or with the Customer’s consent. The Customer has the right to request access to certain personal data held about them, subject to legal requirements.

16. Variation of Terms

The Company may review and update these Terms and Conditions from time to time. The version applicable to a particular booking will be the version in effect at the time the booking is confirmed. Any changes will not apply retrospectively to confirmed bookings unless required by law.

17. Severability

If any provision of these Terms and Conditions is held to be invalid, unlawful, or unenforceable by a court or competent authority, that provision will be deemed modified to the minimum extent necessary or, if not possible, deleted, and the remaining provisions will continue in full force and effect.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.

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.

By confirming a booking with Queen's Park Movers or allowing work to commence, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.