Terms and Conditions

Forestdale Removals Terms and Conditions of Service

These Terms and Conditions set out the basis on which Forestdale Removals provides removal and related services to residential and commercial customers within the United Kingdom. By booking our services, you agree to be bound by these Terms and Conditions, which are designed to clarify our respective rights and responsibilities and to promote a smooth and efficient moving process.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 "Company" means Forestdale Removals.

1.2 "Customer" means the person, firm or organisation that books the services of the Company.

1.3 "Services" means removal, transportation, packing, unpacking, storage, and any associated services provided by the Company.

1.4 "Goods" means all items, personal effects, furniture, equipment and other property removed, packed, transported or handled by the Company on behalf of the Customer.

1.5 "Contract" means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by the Company.

2. Scope of Services

2.1 The Company offers domestic and commercial removal services, including loading, transportation and unloading of Goods, with optional packing, unpacking and storage where agreed in advance.

2.2 The specific Services to be provided will be detailed in the quotation or booking confirmation. Any Services not explicitly stated are outside the scope of the Contract.

2.3 The Company will exercise reasonable skill and care in the performance of the Services but does not guarantee completion of the move within a particular time frame where circumstances beyond its control arise, such as traffic conditions, access delays or adverse weather.

3. Booking Process

3.1 All bookings are subject to availability and to acceptance by the Company. A booking will only be confirmed when the Customer has accepted the quotation and, where required, paid any deposit, and the Company has issued written confirmation.

3.2 Quotations are based on the information provided by the Customer, including but not limited to the volume and nature of Goods, property access conditions, distance between locations, and any special requirements.

3.3 The Customer must provide accurate and complete information at the time of enquiry. The Company reserves the right to revise the quotation or apply additional charges if the information provided is incomplete, inaccurate or changes prior to the moving date.

3.4 The Customer is responsible for notifying the Company as soon as possible of any changes to the moving date, addresses, access arrangements, or the volume or nature of Goods.

3.5 The Company may request a pre-move survey, either in person or by remote means, to assess the Goods and access arrangements. If the Customer declines a recommended survey, the Company may limit its liability in respect of issues arising from unassessed conditions.

4. Quotations and Pricing

4.1 Unless otherwise stated, quotations are valid for 30 days from the date of issue. After this period, the Company may revise or withdraw the quotation.

4.2 Quotations are based on normal access conditions, including reasonable parking and the use of suitable stairways or lifts if applicable. Extra charges may apply where:

(a) there is restricted or unsafe access;

(b) parking permits, fees or special arrangements are required;

4.3 Unless expressly included, quotations do not cover:

(a) dismantling or reassembling furniture or equipment;

(b) disconnecting or reconnecting appliances;

(d) the removal or disposal of waste or unwanted items as part of a house clearance.

4.4 The Company may apply additional charges in circumstances including, but not limited to, waiting time, delays caused by third parties, changes to the moving date at short notice, or the requirement to use additional staff or vehicles.

5. Payments and Deposits

5.1 The Customer agrees to pay the charges for the Services in full and in accordance with the payment terms specified in the quotation or booking confirmation.

5.2 The Company may require a deposit to secure the booking. The amount and due date of any deposit will be communicated to the Customer at the time of booking.

5.3 Unless otherwise agreed in writing, all balances must be paid in full no later than the day of the move and, in any event, before the completion of unloading.

5.4 If payment is not received when due, the Company reserves the right to:

(a) suspend or withhold performance of the Services;

(b) retain Goods until full payment is received;

(c) charge interest on overdue amounts at the statutory rate applicable to commercial debts, or such other rate as may be agreed in writing.

5.5 Any costs reasonably incurred by the Company in recovering overdue payments, including legal and collection fees, shall be payable by the Customer.

6. Cancellations and Postponements

6.1 The Customer may cancel or postpone the Services by giving written notice to the Company.

6.2 The following cancellation charges may apply, based on the time between written notice of cancellation and the scheduled moving date:

(a) More than 14 days: any deposit may be refunded, less reasonable administrative costs;

(b) Between 7 and 14 days: up to 50 per cent of the quoted price may be payable;

(d) Less than 48 hours: up to 100 per cent of the quoted price may be payable.

6.3 For postponements, the Company will endeavour to accommodate a new date, subject to availability. Postponements at short notice may incur charges similar to those for cancellations, reflecting lost capacity and administrative costs.

6.4 The Company may cancel the Contract or postpone the Services without liability to the Customer if:

(a) the Customer fails to make payment when due;

(b) the Customer is in material breach of these Terms and Conditions;

(c) the Company is unable to perform the Services due to circumstances beyond its reasonable control, including severe weather, accidents, road closures, industrial action or other force majeure events.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) ensuring that all Goods are adequately packed, unless the Company has agreed to provide packing services;

(b) securing and preparing appliances and equipment for transit, including defrosting refrigerators and freezers;

(c) removing and safely storing any personal valuables, such as jewellery, money, important documents or irreplaceable items, which should not be included in the Goods to be moved;

(d) arranging suitable parking and access at both collection and delivery addresses, and any necessary permits or permissions;

(e) being present, or ensuring that an authorised representative is present, during collection and delivery to provide instructions and verify items.

7.2 The Customer must not include in the Goods any items that are illegal, hazardous, explosive, flammable or otherwise unsafe, including but not limited to gas bottles, fuel, chemicals, paint, firearms, ammunition or perishable goods likely to cause damage.

7.3 The Company may refuse to move any item that it reasonably considers to be unsafe, unlawful, too heavy or bulky for the conditions, or outside the scope of the agreed Services.

8. Company Responsibilities

8.1 The Company will perform the Services with reasonable skill, care and diligence, and in accordance with these Terms and Conditions.

8.2 The Company will take reasonable steps to protect property and Goods during loading, transit and unloading, including the use of appropriate equipment and materials where applicable.

8.3 The Company will comply with applicable UK laws and regulations relating to the provision of removal and transport services.

9. Liability for Loss or Damage

9.1 The Company will be liable for loss or damage to Goods only where such loss or damage arises as a direct result of the Company’s negligence or breach of Contract.

9.2 The Company’s liability for loss or damage to Goods, whether arising in contract, tort or otherwise, shall be limited to a reasonable value per item or per consignment, as specified in the quotation or booking confirmation, unless the Customer has declared a higher value and the Company has agreed in writing to accept a higher level of liability, which may be subject to additional charges.

9.3 The Company shall not be liable for:

(a) loss or damage arising from inherent defects, flaws or natural deterioration of Goods;

(b) damage to flat-packed furniture that is not designed to be moved assembled;

(d) loss of, or damage to, items of sentimental or special value where such value has not been declared and agreed in writing;

(e) indirect or consequential loss, such as loss of profits, loss of use or emotional distress.

9.4 The Customer must notify the Company in writing of any visible loss or damage as soon as reasonably practicable, and in any event within seven days of the Services being completed. Failure to notify within this period may affect the ability to investigate and may limit or exclude liability.

9.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot lawfully be limited or excluded under UK law.

10. Insurance

10.1 The Company maintains appropriate insurance cover in connection with the Services it provides, subject to the terms, conditions and exclusions of its policies.

10.2 The Customer is encouraged to consider whether additional insurance is required to cover the full replacement value of Goods and any specific risks associated with the move.

11. Waste and Environmental Regulations

11.1 Where the Services include the removal and disposal of unwanted items, the Company will comply with relevant UK waste and environmental regulations.

11.2 The Company will only transport and dispose of waste at authorised facilities and, where applicable, under a valid waste carrier registration.

11.3 The Customer must not include hazardous or prohibited waste in items scheduled for disposal. The Company reserves the right to refuse any items that are not acceptable under applicable waste regulations.

11.4 Additional charges may apply for the removal and disposal of certain items, such as mattresses, electrical appliances, or bulky furniture, to reflect disposal fees and handling requirements.

12. Delays and Force Majeure

12.1 The Company will use reasonable efforts to adhere to agreed dates and times but cannot guarantee punctuality where delays are caused by factors outside its reasonable control, such as traffic, road incidents, weather, access restrictions or the actions of third parties.

12.2 The Company shall not be liable for any failure or delay in performing the Services where such failure or delay is due to events beyond its reasonable control, including but not limited to natural disasters, war, terrorism, industrial disputes, or government restrictions.

13. Complaints and Dispute Resolution

13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be addressed promptly.

13.2 The Company will investigate any complaint in good faith and seek to resolve it amicably with the Customer. The Customer agrees to cooperate with any reasonable requests for information during this process.

14. Data Protection and Privacy

14.1 The Company will collect and use personal data provided by the Customer for the purposes of administering bookings, performing the Services, and meeting legal obligations.

14.2 Personal data will be handled in accordance with applicable UK data protection laws. The Company will take reasonable steps to keep personal data secure and will not sell such data to third parties.

15. Variation and Severability

15.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract between the Company and the Customer.

15.2 Any variation to these Terms and Conditions must be agreed in writing by the Company.

15.3 If any provision of these Terms and Conditions is held to be invalid or unenforceable, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any Contract between the Company and the Customer, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The parties agree that 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 proceeding with a booking and using the Services of Forestdale Removals, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.