Hackney Removals Terms and Conditions

These Terms and Conditions apply to all removal, transport, loading, unloading, packing, and related services provided by Hackney Removals (???we??�, ???us??�, ???our??�) to the customer (???you??�, ???your??�). By making a booking, confirming a quotation, or allowing our team to commence work, you agree to be bound by these terms. These terms are intended to set out the basis on which our removals service is supplied in the UK and should be read carefully before any work begins.

Unless otherwise agreed in writing, these terms apply to all domestic and commercial removals, part-load moves, collection and delivery work, and any associated handling services. Any special arrangements, such as storage, waiting time, or specialist item handling, must be confirmed by us in advance. If any inconsistency arises between a written quotation and these terms, the written quotation will prevail only to the extent of that specific inconsistency.

We reserve the right to refuse work that is unsafe, unlawful, impractical, or beyond the scope of the quoted service. Our team may also refuse to move items that are prohibited by law, likely to cause damage, or that have not been disclosed beforehand. These terms do not affect any rights you may have under applicable consumer legislation.

Booking Process

A booking is only considered confirmed once we have accepted your request, issued a quotation or booking confirmation, and received any required deposit or written acceptance. A Hackney removals booking may be made by phone, email, or any other method we make available from time to time. When booking, you must provide accurate information about the property, access, parking restrictions, item volume, and any special requirements so that we can allocate the correct vehicle, crew size, and time.

You are responsible for ensuring that all details supplied to us are complete and correct. If there are changes to the inventory, address, access arrangements, dates, or scope of work, you must inform us as soon as reasonably possible. We may revise the quotation or service plan if inaccurate or incomplete information affects the time, labour, vehicle size, or equipment required for the job.

Any quotation is based on the information available at the time it is provided. Unless stated otherwise, quotations are valid for a limited period only and may be withdrawn or amended before acceptance. We may charge additional sums where the actual service differs from the original quotation due to factors outside our reasonable control, including additional floors, longer carrying distances, waiting time, congestion, parking penalties, or extra loading caused by undisclosed items.

Payments and Charges

Our charges may include labour, vehicle use, fuel, congestion or parking-related costs, packing materials, equipment hire, waiting time, storage, disposal fees, and any other agreed extras. The total price will usually be set out in the quotation, but where the service is charged by time, final charges will reflect the actual time spent and any additional services provided at your request or due to circumstances at the property.

Unless agreed otherwise, payment must be made in cleared funds on or before completion of the job. We may require a deposit to secure the booking and may also require full or partial payment in advance for larger, specialist, or commercial jobs. If payment is made by card, bank transfer, or another electronic method, you must ensure that the payment is authorised and available in time for the move.

If payment is not received when due, we may suspend the service, withhold delivery, or exercise any lawful right to retain goods until outstanding sums are paid. You will be responsible for any reasonable recovery costs, administrative charges, bank charges, or losses incurred as a result of late or failed payment, to the extent permitted by law.

Cancellations, Postponements, and Access Issues

You may cancel or reschedule a booking by giving us notice as early as possible. If you cancel after we have reserved crew, vehicle, equipment, or subcontracted services, you may be liable for cancellation charges reflecting our wasted costs and lost time. The amount payable may depend on how much notice you provide and whether we can reallocate the booking to another customer.

If you postpone a booking, we will try to offer a new date subject to availability. However, a change of date may be treated as a cancellation of the original booking if we incur additional costs or if the original resources cannot be re-used. Any deposit paid may be non-refundable where stated at the time of booking or where cancellation occurs after we have already incurred costs.

You must ensure that the property is accessible at the agreed time and that suitable parking, permissions, lift access, keys, and entry arrangements are in place. If our team is delayed, unable to gain access, or prevented from carrying out the service because of missing keys, restricted access, unsafe conditions, or inaccurate information, we may charge waiting time, aborted call-out fees, or additional attendance costs. Where a booking cannot proceed for reasons beyond our control, this may be treated as a cancellation by you.

Liability and Insurance

We will exercise reasonable care and skill in providing our removal services. However, except where prohibited by law, we are not liable for loss or damage caused by events outside our reasonable control, including poor packing by the customer, pre-existing defects, overloading, unsuitable access, items that were unstable or inadequately secured, or damage resulting from your instructions.

Where we pack items using our own materials and in line with our usual service, we accept responsibility for damage caused by our negligence, subject to the limits and exclusions in these terms and any applicable insurance cover. Where you pack items yourself, we are not responsible for damage to the contents of boxes or containers unless it is caused by our proven negligence while handling them.

We do not accept liability for fragile, valuable, antique, sentimental, or high-risk items unless you have notified us in writing before the move and we have expressly agreed to handle them. Such items may require specialist packing, insurance, or a separate arrangement. In all cases, you should ensure that jewellery, cash, documents, medicines, passports, and other important personal items are carried by you rather than included in the load. To the fullest extent permitted by law, our total liability for any claim arising from the services will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law.

Customer Responsibilities

You must make sure that all items to be moved are your property or that you have authority to instruct us to handle them. You are responsible for telling us about any items that are hazardous, heavy, awkward, contaminated, valuable, dismantled, or requiring special treatment. If we are not informed about such items and they cause injury, damage, delay, or additional cost, you may be responsible for the resulting consequences.

You must also ensure that appliances are disconnected safely, that contents are emptied where necessary, and that furniture is fit to be transported. Unless otherwise agreed, we do not provide electrical, gas, plumbing, or technical disconnection services. Any item that needs dismantling or reassembly should be identified in advance, and we may refuse to carry out work that requires specialist tools, qualifications, or unsafe physical handling.

We expect you to remove or secure loose items, flammable materials, live animals, perishables, and prohibited goods before the move. You should also protect floors, walls, and other surfaces if you have specific requirements beyond our standard care procedures. Where we agree to provide protective materials or additional safeguards, these may be charged separately unless included in the quoted price.

Waste, Disposal, and Regulatory Compliance

If the service includes collection, clearance, or disposal of unwanted items, all waste will be handled in accordance with applicable UK waste regulations. You must clearly identify which items are waste and which are to be retained, stored, or delivered elsewhere. Once items have been designated for disposal and lawfully collected by us for that purpose, they may not be recoverable.

We will only transport, transfer, or dispose of waste where this forms part of the agreed service and where doing so is lawful. You must not ask us to dispose of hazardous waste, asbestos, chemicals, clinical waste, pressurised containers, or any controlled substances unless we have confirmed in advance that we are authorised and equipped to handle such materials. If prohibited waste is presented to us without disclosure, we may refuse to remove it and may charge for any wasted attendance or additional compliance costs.

You acknowledge that waste transfer and disposal may require documentation, segregation, or specific handling procedures. Where applicable, you agree to provide accurate information about the nature and origin of the waste. We reserve the right to decline any item or load that would place us in breach of environmental law, carrier obligations, or health and safety requirements. Any breach of this clause may result in immediate termination of the service without liability on our part for any resulting delay or inconvenience.

Delays, Storage, and Completion

We will use reasonable efforts to arrive and complete the service within the estimated time, but any times given are approximate unless expressly guaranteed in writing. Delays may occur due to traffic, weather, parking restrictions, access issues, earlier job overruns, or events outside our control. We are not liable for indirect losses caused by such delays, including missed appointments, missed completion deadlines, or loss of business opportunities, unless caused by our proven negligence.

If goods must be stored temporarily because the destination is unavailable, access is delayed, or you ask us to hold items for later delivery, additional charges may apply. Any storage arrangement is subject to separate conditions, and we may require advance payment before release or onward delivery. We are not responsible for deterioration caused by inherent defects, inadequate packaging, or conditions beyond our control during any lawful storage period.

The service will be considered completed when the agreed items have been delivered, unloaded, assembled if included, or otherwise made available at the destination specified in the booking. Any issues or apparent damage should be reported to us as soon as reasonably possible and, where practicable, before the team leaves the site. Failure to report issues promptly may make it harder to investigate the matter properly.

Complaints, Claims, and Termination

If you believe that a service has not been performed in accordance with these terms, you should notify us promptly so that we can review the matter. Where appropriate, we may request photographs, an inventory, proof of value, or other reasonable evidence. We may choose to repair, replace, compensate, or otherwise resolve a valid claim at our discretion, subject always to our legal obligations and the limitations set out in these terms.

We may terminate or suspend the service immediately if you breach these terms, fail to pay sums due, provide misleading information, act abusively towards staff, or create an unsafe working environment. In such cases, you will remain responsible for all work carried out up to the point of termination, together with any cancellation, abort, or recovery charges reasonably incurred.

Any waiver by us of a breach will not prevent us from enforcing the relevant term later or from relying on other provisions of these terms. If any clause is found unenforceable, the remaining clauses will continue in full force and effect. No term in this document is intended to exclude liability where such exclusion is unlawful.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise.

Nothing in these terms limits your statutory rights as a consumer under applicable UK law. If you are a business customer, you confirm that you are authorised to enter into the booking and that you will provide all relevant instructions and information in good faith. By proceeding with a Hackney removals service, you confirm that you have read, understood, and agreed to these Terms and Conditions.

For clarity, these terms are designed to govern the provision of moving services in a fair and practical manner. They aim to balance the needs of the customer and the operational requirements of the business while remaining consistent with ordinary UK consumer and contract principles.

In summary, your booking confirms acceptance of the service scope, pricing basis, and responsibilities described above. You agree to cooperate fully with our team, provide accurate information, pay charges when due, comply with waste and safety rules, and understand the limits of liability that apply to the removals company under these Terms and Conditions.