Terms and Conditions
Brent Removals Terms and Conditions of Service
These Terms and Conditions set out the basis on which Brent Removals provides removal, packing, transportation, storage, and associated services to domestic and commercial customers within the United Kingdom. By placing a booking with Brent Removals, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 Brent Removals, we, us, our means the removal services provider trading under the name Brent Removals.
1.2 Customer, you, your means the person, firm, or company who requests and purchases services from Brent Removals.
1.3 Services means any removal, packing, loading, unloading, transportation, storage, waste collection, or related services provided by Brent Removals.
1.4 Goods means all items, furniture, personal effects, equipment, and other property that are the subject of the Services.
1.5 Contract means the agreement between you and Brent Removals incorporating these Terms and Conditions and any written quotation or confirmation issued by us.
2. Scope of Services
2.1 Brent Removals provides residential and commercial moving services, including packing and unpacking, loading and unloading of Goods, transportation of Goods, and where agreed in writing, short-term or long-term storage.
2.2 The exact Services to be provided will be specified in our written quotation or booking confirmation. Only the Services explicitly stated as included are covered by the agreed price.
2.3 Any additional tasks, such as dismantling or reassembly of furniture, disconnection or reconnection of appliances, or handling of special items, will only be carried out if agreed in advance and may attract additional charges.
3. Booking Process
3.1 All bookings must be made directly with Brent Removals via an accepted communication method. We may request details of your current and new property, access arrangements, inventory of Goods, and any special requirements before providing a quotation.
3.2 Quotations are based on the information you provide. If the information is incomplete or inaccurate, we reserve the right to revise the quotation, adjust the price, or refuse to carry out the Services if it would be unsafe or unreasonable to proceed.
3.3 A Contract is formed only when you accept our quotation and we confirm your booking in writing. We are not obliged to accept any booking request.
3.4 You are responsible for ensuring that all booking details, including dates, addresses, contact details, and access instructions, are correct. Any subsequent changes must be communicated to us as early as possible and may be subject to availability and additional charges.
4. Quotations and Pricing
4.1 Unless otherwise stated, our quotations are provided free of charge and are valid for the period specified in the quotation document. If no period is specified, the quotation is valid for 30 days from the date of issue.
4.2 Quotations are based on normal access conditions at both collection and delivery addresses, including reasonable walking distances, access for our vehicles, and availability of lifts where required. Additional charges may apply for difficult access, such as narrow stairs, long carry distances, parking restrictions, or where hoisting or extra labour is required.
4.3 Our prices do not include customs duties, parking fees, congestion charges, tolls, or any third-party costs unless expressly stated. These will be charged as incurred or as separately agreed.
4.4 We may adjust our prices if the scope of work changes, if additional Goods are included, if dates or times are altered at your request, or where circumstances outside our control significantly increase the cost of providing the Services.
5. Payments
5.1 Unless we agree otherwise in writing, a deposit may be required to confirm your booking, with the balance due prior to the commencement of the Services.
5.2 Payment must be made by an accepted payment method as notified to you. We reserve the right to refuse to commence or continue with the Services if payment has not been received in full in cleared funds by the due date.
5.3 For commercial or account customers, payment terms will be stated in the quotation or invoice. Late payment may result in suspension of Services and may incur interest and administration charges as permitted by law.
5.4 All prices are quoted in pounds sterling and are exclusive or inclusive of VAT as specified in the quotation. If VAT becomes applicable or changes, we may adjust our charges accordingly.
6. Cancellations and Postponements
6.1 If you need to cancel or postpone your booking, you must notify us as soon as reasonably possible.
6.2 We may apply cancellation or postponement charges on a sliding scale, which will be specified in your quotation or booking confirmation. As a general guideline, charges may increase as the scheduled service date approaches.
6.3 If you cancel or postpone with insufficient notice, we may charge up to the full quoted amount to cover our costs and loss of opportunity to allocate our resources to other work.
6.4 We reserve the right to cancel or postpone the Services due to circumstances outside our reasonable control, such as adverse weather, road closures, vehicle breakdowns, staff illness, safety concerns, or failure by you to comply with these Terms and Conditions. In such cases, we will aim to rearrange the Services at the earliest reasonable opportunity. Our liability in these circumstances is limited to a refund of any amounts paid for services not provided, subject to clause 11.
7. Your Responsibilities
7.1 You must ensure that:
(a) You are present, or you appoint an authorised representative to be present, during collection and delivery.
(b) All Goods are properly packed, secured, and ready for transport unless we have agreed to provide packing services.
(c) All items to be moved are clearly identified and any items not to be moved are separated and marked.
(d) You obtain all necessary permissions, permits, and arrangements for parking, access, and loading at both addresses.
(e) Fragile or high-value items are notified to us in advance and clearly labelled as such.
7.2 You are responsible for securing and locking windows, doors, and any other access points at the property once the Services have been completed or once you have been given the opportunity to check the premises.
7.3 You must not instruct our staff to undertake any act that is unsafe, illegal, or outside the agreed scope of Services.
8. Goods Not Accepted for Removal
8.1 Unless we have agreed in writing and you have complied with any special packing or documentation requirements, we do not accept the following items for removal or storage:
(a) Explosives, firearms, ammunition, and weapons.
(b) Flammable, corrosive, toxic, or other hazardous materials.
(c) Live animals, plants, or perishable food.
(d) Cash, credit or debit cards, jewellery, precious metals, securities, or other valuables of high monetary value.
(e) Illegal items or items obtained unlawfully.
8.2 If such items are included without our knowledge, we will not be liable for any loss, damage, or delay related to them, and you will indemnify us for any resulting costs, claims, or penalties.
9. Access, Parking, and Property Conditions
9.1 You must ensure that suitable parking and access are available for our vehicles at all relevant locations. Any parking permits or reservations required must be obtained by you in good time.
9.2 Additional charges may apply for waiting times, long carrying distances, or where our team must move Goods via alternative routes due to access restrictions.
9.3 We are not responsible for any loss or damage arising from inadequate access, unsafe premises, or structural defects in the property. Where we reasonably consider conditions to be unsafe, we may suspend or cancel the Services.
10. Waste, Disposal, and Environmental Regulations
10.1 Brent Removals operates in accordance with applicable waste and environmental regulations in the United Kingdom. Where we agree to remove waste or unwanted items, we will do so under the appropriate legal framework.
10.2 You must accurately describe any items intended for disposal and confirm whether they contain hazardous components, such as electrical equipment with batteries or refrigerant gases.
10.3 We may refuse to collect or transport any waste materials that are unsafe, not correctly described, or not permitted under our waste handling arrangements.
10.4 You remain responsible for any penalties, fines, or additional costs arising from incorrect or misleading information about waste items or from including prohibited materials in loads intended for disposal.
11. Liability for Loss or Damage
11.1 We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Goods or property is limited as set out in this clause.
11.2 Unless otherwise agreed in writing, our liability for loss of or damage to Goods while in our custody or control will be limited to a reasonable amount per item or per consignment, subject to an overall financial cap. Details of any specific limits or insurance options will be provided upon request or set out in our quotation.
11.3 We will not be liable for:
(a) Loss or damage arising from your failure to pack Goods properly when packing is not part of our Services.
(b) Damage to items that are inherently weak, fragile, or previously damaged.
(c) Loss or damage to contents of cartons, drawers, or containers that we have not packed where they were not suitable for transport.
(d) Normal wear and tear, scratching, scuffing, or minor dents inherent in handling and transport.
(e) Loss or damage caused by war, terrorism, civil unrest, natural disasters, or other events beyond our reasonable control.
11.4 We are not liable for any consequential loss, loss of profits, loss of opportunity, or indirect losses arising from or in connection with the Services.
11.5 Where we agree to dismantle or reassemble furniture or equipment, we do so at your risk and may not be able to restore items to their original condition. We are not responsible for damage caused by defective or aged materials, weak fixings, or manufacturer design.
12. Claims and Time Limits
12.1 You must inspect Goods and premises as soon as reasonably possible after completion of the Services.
12.2 Any visible loss or damage must be reported to us in writing within a reasonable period after delivery, together with full details and evidence.
12.3 Failure to notify us within a reasonable time may affect our ability to investigate the claim and may reduce or extinguish any liability we may have.
13. Insurance
13.1 Brent Removals maintains appropriate insurance policies in line with industry practice. Details of cover can be requested at any time.
13.2 Our insurance is subject to the terms, conditions, and exclusions of the relevant policy. You may wish to arrange additional insurance cover for Goods of high value or for risks not covered by our standard arrangements.
14. Storage Services
14.1 Where storage forms part of the Services, Goods will be stored in facilities selected by Brent Removals or our appointed partners.
14.2 Storage charges are payable in advance unless we agree alternative terms. Failure to pay may result in suspension of access to Goods and, ultimately, disposal or sale in accordance with applicable law to recover unpaid charges.
14.3 While Goods are in storage, you must keep us informed of your current contact details. We will not be liable for any loss arising where we are unable to contact you using the last details provided.
15. Customer Conduct and Health and Safety
15.1 You must treat our staff with respect and not engage in abusive, threatening, or discriminatory behaviour.
15.2 We may suspend or terminate the Services immediately if we believe our staff are at risk of harm, abuse, or unacceptable conditions.
15.3 You must not enter our vehicles or interfere with any equipment without our express permission.
16. Data Protection and Privacy
16.1 We will process your personal data in accordance with applicable data protection laws. Information will be used for the purposes of providing and managing the Services, handling payments, and meeting our legal obligations.
16.2 Your data may be shared with insurers, subcontractors, or other third parties where reasonably necessary for the performance of the Contract or as required by law.
17. Subcontracting
17.1 Brent Removals reserves the right to use vetted subcontractors to perform all or part of the Services. Our obligations to you will remain subject to these Terms and Conditions.
18. Variation of Terms
18.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Contract, unless a change is required by law or regulation.
19. Governing Law and Jurisdiction
19.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services shall be governed by and construed in accordance with the laws of England and Wales.
19.2 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 the Services provided by Brent Removals.
20. Severability
20.1 If any provision of these Terms and Conditions is found to be unlawful, void, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
21. Entire Agreement
21.1 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between you and Brent Removals relating to the Services and supersede any previous agreements, understandings, or representations, whether written or oral.
21.2 You acknowledge that you have not relied on any statement, promise, or representation not expressly set out in these Terms and Conditions or confirmed in writing by Brent Removals.
