Storage Willesden Service Terms and Conditions
These Terms and Conditions set out the basis on which Storage Willesden provides removal, transport and storage services. By making a booking, paying for, or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the person, company or organisation requesting or paying for the services.
Services means any removal, packing, loading, transport, unloading, storage or related services provided by Storage Willesden.
Goods means the items, belongings or property that the Client asks Storage Willesden to move, handle, pack, store or otherwise deal with in the course of the Services.
Contract means the agreement between Storage Willesden and the Client for the supply of Services, incorporating these Terms and Conditions.
2. Scope of Services
Storage Willesden provides household and business removal services, transport of goods, and storage services. The precise scope of work in each case is as set out in our quotation and any written confirmation of booking.
Unless expressly agreed in writing, the Services do not include disconnection or reconnection of appliances, dismantling or reassembling of furniture, removal of fixtures or fittings, packing or unpacking of goods, or the transport or disposal of any prohibited or hazardous items.
3. Quotations
Any quotation provided by Storage Willesden is based on the information supplied by the Client. The Client is responsible for ensuring that all information provided is complete and accurate, including volume of goods, access details, parking restrictions, floor levels, and any special handling requirements.
Quotations are normally provided as fixed price estimates, but Storage Willesden reserves the right to adjust prices where:
1. The information supplied by the Client is incomplete, inaccurate or changes before or during the provision of the Services.
2. The work is carried out on dates or times different from those originally requested.
3. Additional services are requested or required, such as packing, dismantling, reassembly, additional loading or unloading points, or extended waiting time.
4. Access to the property, building or storage unit is significantly worse than reasonably anticipated, including but not limited to long carry distances, stairs, lifts out of order or vehicle access restrictions.
Unless otherwise stated, quotations do not include insurance cover for Goods beyond the standard liability set out in these Terms and Conditions.
4. Booking Process
A booking is only considered confirmed when Storage Willesden has accepted the booking details and, where required, received a deposit or full payment. Provisional dates or verbal discussions do not constitute a confirmed booking.
The Client must provide full address details for collection and delivery or storage, details of access and parking, estimated quantity and nature of the Goods, and any special requirements. Storage Willesden may request photographs, inventories or site visits where appropriate.
Storage Willesden reserves the right to decline any booking at its discretion, including where the proposed work is unsafe, unlawful, or impracticable, or where adequate resources or vehicles are not reasonably available.
5. Client Responsibilities
The Client is responsible for:
Ensuring that they are the owner of the Goods or have full authority from the owner to enter into the Contract.
Ensuring that all Goods are suitably packed, secured and prepared for transport, unless packing services have been expressly agreed as part of the Services.
Providing proper and safe access to premises, including ensuring that driveways, lifts, stairways and corridors are clear and suitable for the movement of Goods.
Arranging any necessary parking permissions, permits or suspensions and paying any applicable charges for loading and unloading.
Ensuring that no Goods handed to Storage Willesden for removal or storage are prohibited, hazardous or contain any illegal contents.
The Client shall indemnify Storage Willesden against any loss, damage, cost or expense arising from a breach of these responsibilities.
6. Payments and Charges
All charges are payable in the currency and on the terms set out in the quotation or booking confirmation. Storage Willesden may require payment in full, or a deposit, prior to the commencement of Services. Any remaining balance is payable on or before completion of the Services, as specified in the booking confirmation.
Where payment terms are agreed on account or invoice, payment must be received by the stated due date. If payment is not received when due, Storage Willesden may charge interest on the overdue amount at the statutory rate and may suspend or withhold further Services, including the release of Goods from storage.
All costs incurred by Storage Willesden in recovering overdue payments, including reasonable legal fees and debt collection charges, shall be recoverable from the Client.
Additional charges may apply for extended waiting time, delays caused by circumstances under the Client's control, additional trips, or changes to the agreed scope of work. These charges will be calculated based on our current rates and are payable in accordance with our standard payment terms.
7. Cancellations and Postponements
The Client may cancel or postpone a booking by giving written notice to Storage Willesden. The following cancellation terms will normally apply, unless otherwise stated in the booking confirmation:
1. If the Client cancels more than 7 working days before the scheduled date of the Services, any deposit paid may be refunded, less any reasonable administrative costs.
2. If the Client cancels between 3 and 7 working days before the scheduled date, Storage Willesden may retain a proportion of the quoted price to cover lost bookings and administrative costs.
3. If the Client cancels less than 3 working days before the scheduled date, Storage Willesden reserves the right to charge up to the full quoted amount.
In the case of postponement, Storage Willesden will use reasonable endeavours to reschedule the Services. However, if the new date is not available, or if postponement results in a significant loss of work, Storage Willesden may apply cancellation charges as above.
Storage Willesden may cancel or postpone the Services without liability where it is unable to perform them due to circumstances beyond its reasonable control, including severe weather, road closures, vehicle breakdown, industrial action, or safety concerns. In such cases, any payments for Services not yet provided will, where appropriate, be refunded or applied to a rescheduled booking.
8. Access, Parking and Delays
The Client must ensure that suitable parking is available for the removal vehicle at both collection and delivery addresses or at the storage facility. This includes arranging any necessary permits or parking suspensions and covering all parking costs and fines arising from inadequate arrangements, except where caused by Storage Willesden.
Where access is restricted, unsafe or significantly more difficult than indicated at the time of quotation, Storage Willesden may:
1. Apply additional charges to cover extra time, labour or equipment required.
2. Refuse to carry out part or all of the Services if it would be unsafe or cause unreasonable risk of damage to Goods, property or persons.
If the Services are delayed due to factors outside the control of Storage Willesden, including waiting for keys, incomplete packing by the Client, or lack of access, additional waiting or labour charges may apply in accordance with our current rates.
9. Goods Not Accepted for Removal or Storage
Storage Willesden will not accept the following items for removal or storage, and the Client must not present such items as Goods:
Explosives, firearms, ammunition or weapons of any kind.
Flammable, corrosive, toxic or hazardous substances.
Perishable goods, live animals, plants or foodstuffs likely to attract vermin or cause contamination.
Cash, securities, jewellery, precious metals, valuable collections or highly fragile antiques, unless expressly agreed in writing and declared in advance.
Any items prohibited by law or that Storage Willesden reasonably considers to be dangerous, illegal or unsuitable for transport or storage.
If such items are handed over in breach of this clause, Storage Willesden is entitled to remove, dispose of, destroy or otherwise deal with them at the Client's expense and without liability, and may report any unlawful items to the relevant authorities.
10. Waste Regulations and Disposal
Storage Willesden operates in accordance with applicable waste management and environmental regulations. We are not a general waste carrier and will not remove household refuse or mixed waste as part of the standard Services.
The Client is responsible for ensuring that any items presented for removal or disposal are suitable and lawful to be transported and that any required licences or consents have been obtained where applicable.
Where Storage Willesden agrees to remove items for disposal, these items must be clearly identified and separated from Goods to be moved or stored. Additional disposal charges may apply based on the nature, quantity and weight of the items. Certain items, including electrical appliances, mattresses, and construction materials, may attract higher disposal costs due to specialist recycling or handling requirements.
Storage Willesden reserves the right to refuse the removal or disposal of any items that are hazardous, contaminated, unsafe to handle, or not properly identified. Any costs, fines or penalties arising from the Client's failure to comply with waste and environmental regulations will be the responsibility of the Client.
11. Liability for Loss or Damage
Storage Willesden will exercise reasonable care and skill in providing the Services. However, the Client acknowledges that some risk of loss or damage is inherent in removal and storage operations.
Storage Willesden shall not be liable for:
1. Loss or damage arising from the Client's failure to pack Goods adequately, unless packing services were provided by Storage Willesden.
2. Loss or damage resulting from inherent defects, pre-existing damage, wear and tear, or the inherent fragility of Goods, including but not limited to glassware, china, electronics and assembled flat-pack furniture.
3. Loss or damage arising from acts or omissions of the Client or third parties.
4. Loss or damage arising from circumstances beyond our reasonable control, including but not limited to fire, flood, storm, subsidence, war, terrorism, industrial disputes, or road traffic accidents caused by third parties.
Storage Willesden's liability for loss or damage to Goods, where it arises due to our negligence or breach of contract, shall be limited to a reasonable sum per item and per consignment, subject to an overall cap, as specified in the quotation or booking confirmation. If no specific limit is stated, liability shall be limited to a reasonable market value of the Goods, subject to a monetary cap appropriate for the scale of the job.
The Client is advised to obtain appropriate insurance cover for Goods during removal and storage, especially for high-value or delicate items. Additional insurance may be available upon request and, if agreed, will be subject to separate terms and premiums.
12. Claims and Complaints
Any visible loss or damage to Goods must be noted to Storage Willesden as soon as reasonably possible and, where practicable, before the team leaves the site. The Client must then submit a written claim within a reasonable period after completion of the Services, providing sufficient details and any supporting evidence.
Storage Willesden will investigate all properly notified claims. The Client must cooperate with any investigation, including providing photographs, invoices, and access to the Goods or premises. Failure to notify within a reasonable time or to provide necessary information may affect the ability to assess and resolve the claim.
Where Storage Willesden accepts responsibility, any compensation will be calculated in accordance with the liability limits set out in these Terms and Conditions and any specific terms agreed in the quotation or insurance policy.
13. Storage Terms
Where Goods are placed into storage, either short-term or long-term, the following additional conditions apply:
1. Storage charges are payable in advance at the rate stated in the quotation or booking confirmation.
2. Storage Willesden may revise storage charges from time to time by giving reasonable prior notice.
3. The Client must keep their contact and billing details up to date and notify Storage Willesden promptly of any changes.
4. Goods will not be released from storage until all outstanding charges, including storage fees, removal charges and any additional costs, have been paid in full.
If storage charges remain unpaid after the due date, Storage Willesden may exercise a lien over the Goods and, after giving reasonable written notice, may sell or otherwise dispose of the Goods to recover unpaid sums and related costs. Any surplus funds, after deduction of all monies owed and reasonable expenses, will be held for the Client.
14. Limits of Liability for Time and Consequential Loss
Storage Willesden does not guarantee that Services will be completed within a specific time frame, and time shall not be of the essence unless expressly agreed in writing. While we will use reasonable endeavours to adhere to agreed arrival and completion times, delays may occur due to traffic, weather, or other factors outside our control.
Storage Willesden shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of opportunity, loss of enjoyment, or additional costs arising from delays or rescheduling of Services.
15. Data Protection and Privacy
Storage Willesden will collect and process personal information about Clients only to the extent necessary to provide Services, manage bookings, handle payments, and comply with legal obligations. Personal data will be handled in accordance with applicable data protection laws.
Client details may be used to communicate about current or future bookings, send service updates, and issue invoices and receipts. Personal information will not be sold to third parties. It may, however, be shared with subcontractors, insurers, payment processors or authorities where necessary to perform the Contract or to meet legal requirements.
16. Amendments to Terms
Storage Willesden reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Contract, unless a change is required by law or expressly agreed with the Client in writing.
17. Governing Law and Jurisdiction
These Terms and Conditions and any Contract between Storage Willesden and the Client shall be governed by and construed in accordance with the laws of England and Wales.
Any dispute arising out of or in connection with the Services or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory rights the Client may have under consumer protection laws.
18. Severability
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court of competent jurisdiction, such provision shall be severed from the remaining Terms and Conditions, which shall continue to be valid and enforceable to the fullest extent permitted by law.
19. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation issued by Storage Willesden, constitute the entire agreement between the parties in relation to the Services and supersede any prior agreements, representations or understandings, whether written or oral.
No variation of these Terms and Conditions shall be effective unless agreed in writing by Storage Willesden.
