Removal Services by Justin's Removals Ltd: Terms and Conditions

JUSTIN’S REMOVALS LTD

TERMS & CONDITIONS

Effective date 1 June 2023
Company: Justin’s Removals Ltd
Website: Justinsremovals.co.uk
Email: Info@justinsremovals.co.uk
Telephone: 07412 146591

1. ABOUT THESE TERMS

1.1 These Terms & Conditions apply to all removal, transport, recovery, collection, delivery, dismantling, reassembly and related services provided by Justin’s Removals Ltd (“we”, “us”, “our” or “Justin’s Removals”) to the customer (“you” or “the customer”).

1.2 By accepting our quotation, booking our services, paying a deposit or otherwise instructing us to carry out work, you agree to these Terms & Conditions.

1.3 These Terms & Conditions should be read together with your quotation, booking confirmation and any specific written arrangements agreed between you and Justin’s Removals.

1.4 If there is a conflict between these Terms & Conditions and a specific written agreement made for your booking, the specific written agreement will take priority to the extent of that conflict.

1.5 Nothing in these Terms & Conditions affects any statutory rights that you have as a consumer.

2. OUR SERVICES

2.1 Justin’s Removals provides removal and transport services including, but not limited to:

• Full house removals
• Flat and apartment removals
• Small and part-load moves
• Office and commercial moves
• Student and university moves
• Marketplace and shop collections
• Furniture and bulky-item transport
• Piano transport
• Hot tub transport
• Motorcycle transport and recovery
• Vehicle and equipment transportation
• Dismantling and reassembly
• Flat-pack assembly
• Loading and unloading services
• Collection and delivery services
• Other agreed transport and removal services

2.2 The exact service provided will be confirmed in your quotation or booking confirmation.

2.3 We reserve the right to refuse to transport an item where, in our reasonable opinion, it is unsafe, unsuitable for transportation, illegal to transport, excessively heavy, inadequately prepared or likely to cause damage to people, vehicles or property.

3. QUOTATIONS AND ESTIMATES

3.1 Quotations are based on the information supplied by the customer at the time of booking.

3.2 Where a quotation is based on an inventory, photographs, video survey or description supplied by you, you are responsible for ensuring that the information provided is accurate and complete.

3.3 If the actual quantity, size, weight or nature of the goods differs materially from the information supplied, the quoted price may need to be revised.

3.4 Additional charges may apply where circumstances are materially different from those described when the quotation was provided.

3.5 Examples include:

• Additional furniture or belongings
• Additional floors or difficult access
• Long carries
• Restricted access
• Excessive stairs
• Lack of suitable parking
• Additional waiting time
• Additional loading or unloading time
• Additional labour
• Additional vehicles
• Dismantling or reassembly not originally agreed
• Items requiring specialist handling
• Additional mileage
• Additional collections or deliveries
• Circumstances outside our reasonable control

3.6 We will, where reasonably possible, discuss any significant additional charge with you before carrying out the additional work.

4. BOOKING AND ACCEPTANCE

4.1 A booking is confirmed once we have received your acceptance of the quotation and any agreed booking payment or deposit.

4.2 We may require a deposit or advance payment to secure a booking.

4.3 The booking date and agreed services will be confirmed by us in writing where reasonably practicable.

4.4 You must ensure that all information supplied to us is accurate.

4.5 We may rely upon information provided by you when determining the appropriate vehicle, equipment, labour and estimated duration of the job.

5. CUSTOMER RESPONSIBILITIES

5.1 You are responsible for ensuring that:

• You have authority to instruct us to move the goods.
• The goods belong to you or you have permission to arrange their transportation.
• All relevant access information has been provided.
• Parking arrangements are suitable where necessary.
• Any required permits or parking suspensions are arranged unless otherwise agreed.
• Goods are ready for collection at the agreed time unless packing has been included in our service.
• Any restricted access, stairs, lifts, narrow entrances or other access difficulties have been disclosed.
• Any particularly heavy, fragile, valuable or unusual items have been disclosed before the move.

5.2 You must inform us before the move if there are any circumstances that could affect the safe completion of the service.

5.3 You must not ask our staff to carry out work that would be unsafe or unlawful.

6. ACCESS AND PARKING

6.1 Our quotation assumes reasonable access for the vehicle and removal team unless otherwise agreed.

6.2 You are responsible for informing us of any access restrictions.

6.3 If the vehicle cannot reasonably access the property, additional charges may apply where extra time, labour or equipment is required.

6.4 You are responsible for arranging any parking permits, suspended parking bays or other permissions required for the removal vehicle unless we have expressly agreed to arrange them.

6.5 We are not responsible for parking fines or penalties resulting from information or instructions supplied by the customer, except where caused by our own negligence.

7. LOADING AND UNLOADING

7.1 Goods will be loaded and unloaded using reasonable care and appropriate equipment.

7.2 Where our quotation is based on a customer-assisted service, you may be required to provide reasonable assistance with loading or unloading.

7.3 If agreed assistance is unavailable, we may need to provide additional labour at an additional charge.

7.4 Our staff may refuse to lift or move an item where they reasonably believe doing so would create an unsafe working condition.

8. PACKING AND PREPARATION

8.1 Unless specifically agreed, the customer is responsible for packing their belongings before our arrival.

8.2 Boxes should be securely closed and suitable for transportation.

8.3 We recommend that fragile, valuable and personal items are appropriately protected and packed.

8.4 We may refuse to transport improperly packed goods where transporting them would create a significant risk of damage or injury.

8.5 If we agree to pack or prepare goods, additional charges may apply unless packing is included in the quotation.

9. FRAGILE, VALUABLE AND SPECIALIST ITEMS

9.1 You must tell us about fragile, valuable, unusually heavy or specialist items before the move.

9.2 Examples include:

• Pianos
• Safes
• Large televisions
• Glass furniture
• Artwork
• Antiques
• Hot tubs
• Motorcycles
• Large appliances
• Gym equipment
• Vending machines
• Pool tables
• Commercial equipment
• Other unusually heavy or awkward items

9.3 Specialist handling may require additional labour, equipment, time or vehicles and may therefore incur an additional charge.

9.4 Where an item requires specialist removal equipment or specialist contractors that we do not provide, we may recommend that an appropriately qualified specialist is used.

10. DISMANTLING AND REASSEMBLY

10.1 Dismantling and reassembly is only included where specifically stated in the quotation or otherwise agreed.

10.2 We will use reasonable care when dismantling and reassembling furniture.

10.3 We are not responsible for pre-existing defects, weakened components, manufacturer defects, missing fixings or damage caused by poor-quality materials or previous assembly.

10.4 We may decline to dismantle or assemble an item where we reasonably believe doing so could cause damage or create an unsafe condition.

10.5 Additional charges may apply for dismantling or reassembly not included in the original quotation.

11. PROTECTIVE EQUIPMENT

11.1 Where appropriate, we may use removal blankets, mattress bags, sofa covers, straps, ramps, protective coverings and other suitable equipment.

11.2 Protective equipment is intended to reduce the risk of damage but cannot guarantee that damage will never occur.

11.3 Customers should inform us of any particularly delicate surfaces, flooring, walls, staircases or other areas requiring additional protection.

12. CUSTOMER-PACKED GOODS

12.1 Where goods have been packed by the customer, we cannot be responsible for damage caused by inadequate packing unless the damage was caused by our failure to exercise reasonable care and skill.

12.2 We may inspect boxes or packages where reasonably necessary to determine whether they are suitable for transportation.

12.3 We may refuse to move inadequately packed items where moving them presents a reasonable risk of damage or injury.

13. ITEMS WE DO NOT ACCEPT

13.1 We will not knowingly transport illegal or dangerous goods.

13.2 Unless specifically agreed in writing, customers must not include:

• Illegal drugs
• Weapons or ammunition
• Explosives
• Flammable or hazardous substances
• Gas cylinders
• Toxic substances
• Unauthorised controlled substances
• Perishable goods requiring specialist conditions
• Live animals
• Other goods that are unlawful or unsafe to transport

13.3 If prohibited goods are discovered, we may refuse to transport them and may take reasonable steps required for safety or legal compliance.

14. PERSONAL AND HIGH-VALUE ITEMS

14.1 We recommend that customers personally transport or retain possession of:

• Cash
• Jewellery
• Passports
• Important documents
• Personal identification
• Irreplaceable photographs
• Highly valuable items
• Medication
• Small electronic devices
• Other items of significant personal or financial value

14.2 Customers should inform us in advance about any high-value items they require us to transport.

15. MOTORCYCLE TRANSPORT AND RECOVERY

15.1 Motorcycle transport and recovery services are subject to the same general Terms & Conditions unless a separate written agreement applies.

15.2 The customer must provide accurate information about the motorcycle, including its approximate weight, dimensions and condition.

15.3 The customer must inform us if the motorcycle is:

• Non-running
• Damaged
• Heavily modified
• Missing wheels
• Missing brakes
• Missing keys
• Unable to steer
• Unable to roll
• Otherwise difficult or unsafe to move

15.4 Additional equipment or labour may be required for damaged or non-running motorcycles.

15.5 We will use reasonable care and appropriate securing equipment when transporting motorcycles.

16. GOODS LEFT IN VEHICLES OR STORAGE

16.1 Unless expressly agreed, Justin’s Removals does not provide long-term storage.

16.2 If goods are temporarily retained in a vehicle or another location, this does not automatically constitute a storage agreement.

16.3 Any storage arrangement must be agreed separately in writing.

17. PAYMENT

17.1 Payment must be made in accordance with the quotation or booking confirmation.

17.2 Unless otherwise agreed, payment is due on or before completion of the service.

17.3 We may require payment before unloading where this has been agreed in advance.

17.4 Accepted payment methods will be communicated to the customer.

17.5 Where additional work or charges have been agreed, these may become payable in addition to the original quotation.

17.6 If an invoice is not paid when due, we may seek recovery of the outstanding amount in accordance with applicable law.

18. DEPOSITS AND BOOKING PAYMENTS

18.1 Where a deposit is required, the amount will be stated at the time of booking.

18.2 Deposits are not automatically non-refundable.

18.3 Where a customer cancels, any amount retained or charged will be limited to a reasonable amount reflecting legitimate costs or losses caused by the cancellation, where legally permitted.

18.4 We will take reasonable steps to reduce any loss caused by a cancellation, including attempting to rebook the date where reasonably possible.

19. CUSTOMER CANCELLATION

19.1 Customers may cancel a booking by contacting Justin’s Removals in writing.

19.2 Cancellation charges, where applicable, will be based on the circumstances of the cancellation and any reasonable costs or losses actually incurred.

19.3 We will not impose a cancellation charge that is unfair or disproportionate.

19.4 Where consumer cancellation rights apply, those rights will not be restricted by these Terms & Conditions.

19.5 For contracts entered into online, by telephone or away from our business premises, statutory cancellation rights may apply. Certain exceptions can apply, including where a service is provided during the cancellation period following a customer’s valid request.

20. REQUEST FOR EARLY SERVICE

20.1 If you have a statutory cancellation period and ask us to begin the service before that period expires, you may be required to expressly request this.

20.2 Where permitted by law, you may be responsible for a reasonable proportion of the service already supplied if you subsequently cancel.

20.3 Where the service has been fully performed within an applicable cancellation period following the customer’s request and the required legal conditions have been met, the statutory cancellation right may no longer apply.

21. OUR CANCELLATION RIGHTS

21.1 We may cancel or rearrange a booking where circumstances genuinely outside our reasonable control make it impossible or unsafe to provide the service.

21.2 Examples may include:

• Serious vehicle failure
• Severe weather
• Road closures
• Accidents
• Emergency situations
• Staff emergencies
• Legal restrictions
• Unsafe working conditions
• Other circumstances beyond our reasonable control

21.3 Where we cancel a booking through no fault of the customer, we will, where appropriate, offer an alternative date or refund payments made for services that have not been provided.

21.4 We may also refuse or cancel a booking where the customer has provided materially inaccurate information, requests unlawful work, fails to make required payment or creates an unsafe working environment.

22. DELAYS

22.1 We will make reasonable efforts to arrive and complete work at the agreed time.

22.2 Removal work can be affected by traffic, weather, parking, access, loading times, delays at previous jobs, road closures and other circumstances outside our control.

22.3 Unless a guaranteed time has been expressly agreed in writing, arrival and completion times are estimates.

22.4 We will keep you informed where we become aware of a significant delay.

23. CUSTOMER PROPERTY AND DAMAGE

23.1 We will carry out services with reasonable care and skill.

23.2 If property is damaged due to our negligence or failure to exercise reasonable care and skill, we will deal with the matter in accordance with applicable law and any relevant insurance cover.

23.3 We are not responsible for damage caused by:

• Pre-existing damage
• Normal wear and tear
• Defective or weakened items
• Poor-quality construction
• Inadequate customer packing
• Items being improperly assembled before the move
• Undisclosed defects
• The inherent nature of an item
• Circumstances outside our reasonable control

23.4 Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful.

24. PRE-EXISTING DAMAGE

24.1 We may record or photograph obvious pre-existing damage before moving an item.

24.2 Where appropriate, we may ask the customer to acknowledge existing damage before transportation.

24.3 We are not responsible for pre-existing damage becoming apparent during normal handling where we have exercised reasonable care and skill.

25. WALLS, FLOORS, DOORS AND ACCESS AREAS

25.1 We will take reasonable care when moving goods through properties.

25.2 Customers should advise us of fragile flooring, freshly painted walls, delicate surfaces, narrow staircases or other areas requiring particular care.

25.3 We cannot guarantee that minor scuffs or marks will never occur during the movement of large or heavy items.

25.4 Where damage is caused by our negligence, applicable legal rights will apply.

26. WEATHER

26.1 We may delay or rearrange a service where weather conditions make the work unsafe or impractical.

26.2 This may include severe rain, snow, ice, high winds, flooding, extreme temperatures or other dangerous conditions.

26.3 We will make reasonable efforts to minimise disruption caused by weather-related delays.

27. VEHICLE ACCESS AND WEIGHT RESTRICTIONS

27.1 Customers must provide accurate information regarding access to collection and delivery addresses.

27.2 We cannot accept responsibility for restrictions that were not disclosed to us.

27.3 We will comply with applicable vehicle weight, road and safety regulations.

27.4 If the originally planned vehicle cannot safely or lawfully access a location, we may need to change the vehicle, method of transport or arrangements.

27.5 Any additional reasonable costs arising from undisclosed access restrictions may be chargeable.

28. WAITING TIME

28.1 Waiting time may occur where we are unable to begin or continue work due to circumstances outside our control.

28.2 Examples include:

• Customer not being ready
• Keys not being available
• Property not being accessible
• Delays with estate agents, landlords or other third parties
• Lift delays
• Parking issues
• Building management restrictions
• Delays at collection or delivery locations

28.3 Where applicable, waiting charges will be communicated in advance or included in the quotation.

29. KEY COLLECTION AND PROPERTY ACCESS

29.1 If keys are being collected from a third party, the customer is responsible for ensuring that the keys are available and that we have permission to access the property.

29.2 We are not responsible for delays caused by third parties failing to provide keys or access.

30. THIRD-PARTY SERVICES

30.1 Where we recommend or arrange a third-party contractor or specialist service, the terms of that third party may apply.

30.2 We will not be responsible for the acts or omissions of an independent third party where we are not legally responsible for their services.

31. INSURANCE

31.1 Justin’s Removals maintains appropriate business insurance for its operations.

31.2 Insurance does not mean that every item or every type of loss is automatically covered.

31.3 Any claim will be considered in accordance with the circumstances of the incident, our legal responsibilities and the applicable insurance policy.

31.4 Customers may arrange additional insurance for high-value or particularly important belongings if they consider this appropriate.

32. CLAIMS AND DAMAGE REPORTING

32.1 Customers should notify us of any suspected damage as soon as reasonably possible.

32.2 Photographs and other evidence may be requested to assist with investigating a claim.

32.3 We will investigate reported issues fairly and reasonably.

32.4 Nothing in this section removes or limits any statutory rights or legal time limits applicable to the customer.

33. COMPLAINTS

33.1 We aim to resolve complaints quickly and fairly.

33.2 Complaints should initially be made directly to Justin’s Removals using the contact details provided on your booking or our website.

33.3 Please provide:

• Your name
• Booking details
• Date of service
• Description of the complaint
• Photographs or supporting evidence where relevant
• The outcome you are seeking

33.4 We will review the complaint and respond within a reasonable period.

33.5 We encourage customers to give us the opportunity to resolve a complaint before commencing formal proceedings.

34. LIMITATION OF LIABILITY

34.1 Nothing in these Terms & Conditions excludes or limits liability where such exclusion or limitation would be unlawful.

34.2 In particular, nothing in these Terms & Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

34.3 For consumer customers, these Terms & Conditions do not remove statutory rights or protections provided by UK consumer law.

34.4 Any limitation of liability applicable to a particular booking must be fair, reasonable and legally enforceable.

35. BUSINESS CUSTOMERS

35.1 Where the customer is acting wholly or mainly for business purposes, certain consumer protections may not apply.

35.2 Separate commercial terms may be agreed with business customers where appropriate.

35.3 Nothing in these Terms & Conditions is intended to exclude rights or liabilities that cannot legally be excluded.

36. SUBCONTRACTORS AND STAFF

36.1 We may use employees, contractors or appropriately qualified third parties to assist with providing our services.

36.2 We remain responsible for the services we have agreed to provide to the extent required by law.

36.3 We reserve the right to use a suitable alternative vehicle or member of staff where necessary to complete a booking safely and efficiently.

37. HEALTH AND SAFETY

37.1 The safety of customers, staff, members of the public and property is a priority.

37.2 We may stop work if we reasonably believe that continuing would create an unsafe situation.

37.3 Customers must not place our staff under pressure to carry out unsafe lifting, loading, driving or transportation.

37.4 We may decline to move an item that is unsafe to handle with the equipment and labour available.

38. PHOTOGRAPHS AND EVIDENCE

38.1 We may take photographs of goods, access areas or property where reasonably necessary to document their condition or assist with the service.

38.2 Photographs taken for operational or claims purposes will be handled in accordance with applicable data protection requirements.

38.3 We will not use identifiable customer photographs for marketing purposes without an appropriate lawful basis or permission where required.

39. DATA PROTECTION

39.1 We will handle customer personal information in accordance with applicable UK data protection law.

39.2 Customer information may be used for purposes including:

• Processing bookings
• Providing quotations
• Communicating with customers
• Processing payments
• Providing removal and transport services
• Dealing with complaints and claims
• Meeting legal and regulatory obligations
• Maintaining appropriate business records

39.3 Further information may be provided in our Privacy Policy.

40. WEBSITE AND ADVERTISING

40.1 Information displayed on our website, social media pages, advertisements or promotional material is intended to provide general information about our services.

40.2 Specific prices, availability and services will be confirmed in the customer’s quotation or booking confirmation.

40.3 Where information has changed, the latest written quotation or booking confirmation will generally take priority.

41. FORCE MAJEURE

41.1 We will not be responsible for failure or delay caused by circumstances beyond our reasonable control.

41.2 Such circumstances may include:

• Severe weather
• Flooding
• Fire
• Accident
• Road closures
• Government restrictions
• Industrial action
• Serious vehicle breakdown
• Acts of third parties
• Public emergencies
• Other circumstances beyond our reasonable control

41.3 Where reasonably possible, we will offer an alternative arrangement.

42. CHANGES TO A BOOKING

42.1 Requests to change a booking should be made as soon as possible.

42.2 Changes may affect the price where they require additional time, labour, mileage, vehicles or equipment.

42.3 We will inform the customer of significant additional charges before carrying out additional work where reasonably practicable.

43. ENTIRE AGREEMENT

43.1 The quotation, booking confirmation, these Terms & Conditions and any specific written agreement between the parties form the agreement relating to the services.

43.2 No verbal representation is intended to override the written agreement unless subsequently confirmed in writing.

43.3 Nothing in this clause prevents a customer relying on information that legally forms part of the contract under applicable consumer law.

44. SEVERABILITY

44.1 If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision shall be treated as removed or modified only to the extent necessary.

44.2 The remaining provisions shall continue to apply.

45. NO WAIVER

45.1 If either party does not immediately enforce a provision of these Terms & Conditions, this does not mean that the provision has been waived.

46. GOVERNING LAW

46.1 These Terms & Conditions are governed by the law of England and Wales, unless applicable law requires otherwise.

46.2 The courts of England and Wales shall have jurisdiction, subject to any mandatory consumer rights concerning jurisdiction.

47. STATUTORY RIGHTS

47.1 Nothing in these Terms & Conditions affects your statutory rights.

47.2 In particular, consumer customers retain applicable rights under UK consumer protection legislation, including rights relating to the quality and performance of services.

47.3 Where a term in these Terms & Conditions conflicts with a mandatory legal requirement, the legal requirement will prevail.

48. CONTACT DETAILS

Justin’s Removals Ltd

Website: Justinsremovals.co.uk
Email: Info@justinsremovals.co.uk
Telephone: 07412 146591

For bookings, quotations, complaints or other enquiries, please contact us using the details above.

CUSTOMER ACKNOWLEDGEMENT

By accepting a  quotation and booking with Justin’s  removals Ltd you agree to they above terms and conditions 

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