The Hyde Removals Terms and Conditions

These Terms and Conditions set out the basis on which The Hyde Removals supplies removal, packing, storage and related services to customers 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 making a booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given to them below:

1.1 Company, we, us or our means The Hyde Removals, the provider of removal and related services.

1.2 Customer, you or your means the person, firm or organisation booking or receiving the services.

1.3 Services means any removal, packing, unpacking, loading, unloading, storage, disposal or related services supplied by us.

1.4 Goods means all items, furniture, personal belongings and other property which are the subject of the services.

1.5 Contract means the agreement between you and us for the provision of services, which is formed when we confirm your booking in writing.

2. Estimates, Quotations and Service Area

2.1 Any estimate or quotation provided by us is based on the information supplied by you, including property access, volume and nature of goods, and any special requirements. You are responsible for ensuring that all information given is complete and accurate.

2.2 Our quotations are normally provided on a fixed price basis, subject to these Terms and Conditions. We may adjust the price if the information provided is incorrect or incomplete, or if the scope of work changes.

2.3 Quotations are valid for a limited period as stated in the quotation. If no period is stated, the quotation is valid for 30 days from the date of issue.

2.4 Our primary service area is within the United Kingdom. Additional charges may apply for work outside our usual operating area, including increased travel time, tolls, overnight stays, congestion charges and parking fees.

2.5 We reserve the right to decline work where access, distance or other operational constraints make the job unsafe, unreasonably difficult or uneconomical.

3. Booking Process

3.1 A booking is not confirmed until we issue written confirmation of your booking and, where applicable, receive any required deposit or prepayment.

3.2 When making a booking, you must provide full and accurate details, including collection and delivery addresses, property type and access details, dates and times, an approximate inventory of goods, and any items requiring special handling.

3.3 We may request a pre-move survey, which may be conducted in person or using photographs, videos or online forms. The outcome of any survey will inform the quotation and the resources allocated.

3.4 If you change the date, address, inventory, access arrangements or any other key details after booking, we may revise the quotation, availability and scheduling. Any additional charges arising from such changes will be your responsibility.

3.5 You confirm that you are the owner of the goods or have the full authority of the owner to enter into this contract for our services.

4. Access, Parking and Property Conditions

4.1 You are responsible for ensuring that we have suitable and safe access to the collection and delivery addresses, including any necessary parking arrangements or permits.

4.2 Any parking charges, tolls, congestion charges or similar costs incurred while carrying out the services will be added to your final invoice and must be paid by you.

4.3 If the property is not ready, inaccessible, or there are delays caused by you, third parties or property conditions, we may charge waiting time at our standard rates.

4.4 You must ensure that driveways, paths and entrances are clear and safe for our team to use. We are not responsible for damage arising from poor or unsafe access unless caused by our negligence.

5. Payments and Charges

5.1 Unless otherwise agreed in writing, a deposit may be required to secure your booking, with the balance payable before or on the day of the removal service commencing.

5.2 Payments must be made using the methods we accept at the time of booking or service delivery. All payments are due in full and cleared funds.

5.3 If payment is not made when due, we may refuse to carry out or continue services, retain goods until payment is received, and charge interest on overdue amounts at the statutory rate.

5.4 Additional charges may apply for services carried out outside normal working hours, for packing materials, dismantling or reassembly, long carries, use of stairs above a reasonable level, or where access is significantly worse than advised.

5.5 Where work is carried out on an hourly rate, the minimum charge and billing increments will be stated in your quotation. Waiting time, delays caused by you or third parties, and additional labour will be chargeable.

6. Cancellations, Postponements and Refunds

6.1 If you need to cancel or postpone your booking, you must notify us as soon as possible.

6.2 We may apply cancellation or postponement charges based on the notice given:

a. More than 10 working days before the booked date: no cancellation fee, and any deposit may be refunded or transferred, subject to our discretion.

b. Between 5 and 10 working days before the booked date: up to 50 percent of the quoted price may be charged.

c. Less than 5 working days before the booked date or on the day of the service: up to 100 percent of the quoted price may be charged.

6.3 If we are unable to provide the services on the agreed date due to circumstances beyond our reasonable control, such as severe weather, accidents, road closures, strikes, or other events of force majeure, we will attempt to rearrange the service. We will not be liable for any resulting losses, but any prepayments for services not provided will be handled fairly and reasonably.

6.4 We may cancel the contract at any time if you fail to pay any amount due, provide misleading information, or if we believe that proceeding would be unsafe or unlawful.

7. Your Responsibilities

7.1 You must ensure that all goods are properly packed and ready for removal, unless you have booked our packing service. Fragile or high-value items should be suitably protected and clearly identified.

7.2 You are responsible for disconnecting and preparing appliances, removing fixtures and fittings you wish to take, and securing or removing any items that may present a risk during removal.

7.3 You must not include in the goods any items that are hazardous, illegal, explosive, corrosive, flammable, perishable or otherwise unsuitable for transport or storage, including but not limited to gas cylinders, fuel, paint, chemicals, firearms and ammunition.

7.4 You should ensure that all important documents, jewellery, money, valuables and irreplaceable items are kept with you and not packed with general household goods.

7.5 You are responsible for checking the premises at collection and delivery to ensure that nothing has been left behind or misplaced.

8. Our Responsibilities and Limitations of Service

8.1 We will carry out the services with reasonable care and skill, and in accordance with professional standards for removal companies operating in the UK.

8.2 We are not responsible for dismantling or reassembling furniture, disconnecting or reconnecting appliances or fittings, or removing doors or windows unless specifically agreed in writing.

8.3 We are not responsible for the removal of fixtures, floor coverings, aerials, satellite dishes, or items secured to walls or ceilings unless expressly included in the quotation.

8.4 We do not undertake plumbing, electrical, gas or structural work. Any such work must be carried out by appropriately qualified professionals engaged by you.

9. Liability for Loss or Damage

9.1 Our liability for loss of or damage to goods is limited to a reasonable market value, subject to any limits stated in your quotation or in these Terms and Conditions.

9.2 We will not be liable for loss or damage arising from:

a. Goods packed or unpacked by you or a third party.

b. Defective or unsuitable packing materials supplied by you.

c. Inherent defects, natural deterioration, or pre-existing damage.

d. Normal wear, tear or minor cosmetic damage such as scuffs or scratches which may occur in the ordinary course of a removal.

e. Disassembly or reassembly of furniture or items, unless caused by our negligence.

f. Failure to inform us of particularly fragile or high-value items requiring special handling.

9.3 We will not be responsible for indirect or consequential losses, including loss of profits, loss of opportunity, emotional distress or other non-pecuniary loss.

9.4 You must inspect goods as soon as reasonably practicable on delivery and notify us in writing of any visible loss or damage within a reasonable period. Claims made after an extended delay may be more difficult to assess and could affect our ability to consider compensation.

9.5 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, or for any other matter where exclusion or limitation of liability is not permitted by law.

10. Insurance

10.1 We maintain insurance cover appropriate for a professional removal company. Details of the level of cover can be provided on request.

10.2 Our insurance may be subject to conditions, exclusions and limits. It is your responsibility to consider whether our cover is adequate for your needs.

10.3 You may choose to arrange your own additional insurance for goods in transit or storage, particularly for high-value or specialist items.

11. Storage Services

11.1 If storage is provided, goods will be stored in a suitable facility and reasonable care will be taken to protect them.

11.2 Storage charges will be invoiced at the agreed rate and must be paid in accordance with our payment terms. Access to stored goods may be refused if payments are overdue.

11.3 We may exercise a lien over stored goods in respect of any unpaid charges. If charges remain unpaid after reasonable notice, we may sell or dispose of the goods and apply the proceeds towards the outstanding amounts.

12. Waste, Disposal and Environmental Regulations

12.1 We will only remove and dispose of waste or unwanted items where this has been agreed as part of the services.

12.2 All waste removal and disposal will be carried out in accordance with applicable UK waste and environmental regulations. We do not remove hazardous or prohibited waste.

12.3 You must clearly identify items intended for disposal or recycling. We will rely on your instructions and will not be responsible if items are disposed of due to unclear or incorrect information.

12.4 Additional charges may apply for the disposal of bulky items, heavy materials or large volumes of waste, and for any charges levied by recycling or waste facilities.

13. Complaints and Dispute Resolution

13.1 If you are dissatisfied with any aspect of our services, you should raise the issue with us as soon as possible so that we have an opportunity to address it.

13.2 We will investigate complaints promptly and aim to respond within a reasonable time frame. You agree to cooperate with any reasonable requests for information or evidence.

13.3 Where a dispute cannot be resolved directly, both parties may consider independent mediation or other alternative dispute resolution methods, without affecting any statutory rights.

14. Data Protection and Privacy

14.1 We will collect and use personal data only as necessary to provide our services, manage bookings, process payments and meet our legal obligations.

14.2 Your information will be handled in accordance with applicable UK data protection laws. We will take reasonable steps to keep personal data secure and not retain it for longer than necessary.

15. Variation of Terms

15.1 We may update these Terms and Conditions from time to time. The terms in force at the time of your booking will apply to your contract.

15.2 Any variation to these Terms and Conditions must be agreed in writing. Verbal statements or informal assurances will not override the written terms.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any contract between you and us, are governed by and interpreted in accordance with the laws of England and Wales.

16.2 Any disputes arising out of or in connection with the services or these Terms and Conditions will be subject to the exclusive jurisdiction of the courts of England and Wales, except where the law provides otherwise for consumers.

By booking or using the services of The Hyde Removals, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.