Removals France Service Terms and Conditions
These Terms and Conditions govern the provision of removal and related services between the customer and the removal company providing removals to and from France and within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Service provider means the removal company supplying removal, transportation, packing, storage and associated services.
1.2 Customer means the person or organisation requesting, booking or paying for the services.
1.3 Goods means the items and personal effects that are to be packed, removed, transported, handled or stored as part of the services.
1.4 Premises means the collection address, delivery address and any other locations where services are carried out.
1.5 Contract means the agreement between the service provider and the customer for the provision of services, formed upon written confirmation of the booking.
1.6 Services means any removal, relocation, loading, unloading, packing, unpacking, storage, transportation, waste handling or related work carried out under the contract, including services between the UK and France.
2. Scope of Services
2.1 The service provider offers domestic and commercial removal services, including moves within the UK, to and from France, and within France where agreed.
2.2 The exact scope of the services, including collection and delivery addresses, dates, times, volume of goods, packing requirements, access details and any special handling, will be set out in the written quotation and booking confirmation.
2.3 Any services not expressly included in the quotation or booking confirmation are excluded and may be provided only at the service provider’s discretion and may be subject to additional charges.
3. Quotations and Estimates
3.1 All quotations are based on the information supplied by the customer, including the inventory of goods, property access details, parking arrangements, any requirement for ferry or tunnel crossings, and any special handling needs.
3.2 Quotations are normally provided as fixed prices or as estimates. Where an estimate is provided, the final price will be based on the actual time, mileage, resources and services required.
3.3 Quotations are valid for the period stated in the quotation document. If no period is stated, they are valid for 30 days from the date of issue, subject to availability and any changes in third-party costs such as tolls or fuel.
3.4 The service provider reserves the right to amend or withdraw a quotation if the customer’s requirements or information change, or if a manifest error is discovered.
4. Booking Process and Contract Formation
4.1 To make a booking, the customer must review the quotation, confirm acceptance in writing and provide all requested information, including full contact details, addresses and preferred dates.
4.2 A booking is not confirmed and no contract exists until the service provider has issued written confirmation, which may include a booking reference, a summary of the services and details of any deposit or prepayment required.
4.3 The customer is responsible for checking the booking confirmation and promptly notifying the service provider of any errors, omissions or discrepancies.
4.4 Any subsequent changes requested by the customer, including changes to dates, addresses, volume of goods or service requirements, are subject to availability and may result in additional charges.
5. Customer Responsibilities
5.1 The customer must ensure that all information provided is complete, accurate and up to date, including access details, parking restrictions, floor levels, lift availability, and any items requiring special handling such as pianos or heavy safes.
5.2 The customer must obtain all necessary permissions, permits and approvals, including parking suspensions, building access permissions and any export or import documentation required for moves between the UK and France.
5.3 The customer must ensure that the premises are safe and suitable for carrying out the services, including providing clear access, adequate lighting and a safe working environment.
5.4 The customer is responsible for the presence of themselves or an authorised representative at the premises at the agreed times to check inventories, confirm items for removal, and sign any necessary documents.
5.5 The customer must ensure that all goods to be moved are properly prepared, including defrosting and emptying fridges and freezers, disconnecting appliances and removing fixtures or fittings, unless such tasks are expressly included in the services.
6. Payments and Charges
6.1 The customer agrees to pay all charges due under the contract, including any applicable taxes, tolls, congestion charges, customs charges, storage fees and additional services.
6.2 Unless otherwise agreed in writing, a deposit may be required at the time of booking and the balance is payable prior to commencement of the services or on completion of loading, as specified in the booking confirmation.
6.3 Payment methods and due dates will be stated in the quotation or booking confirmation. The service provider is not obliged to commence services until cleared funds have been received where prepayment is required.
6.4 If payment is not received by the due date, the service provider may suspend or cancel the services, retain goods under a lien for unpaid charges, and charge interest on overdue sums at the statutory rate or as otherwise permitted by law.
6.5 Where services are provided on a time basis, the customer will be charged from the time the team arrives at the first premises until the time the team finishes unloading at the final premises, including any waiting time not caused by the service provider.
6.6 Additional charges may apply where:
a. The volume or weight of goods exceeds that stated in the quotation.
b. Access is more difficult than advised, for example due to stairs, long carries, or unsuitable vehicle access.
c. Work is required outside normal working hours at the customer’s request.
d. Delays occur due to circumstances beyond the service provider’s reasonable control, such as delayed key release or congestion.
e. Additional services are requested, such as packing, dismantling or reassembly not originally included.
7. Cancellations, Postponements and Cooling Off
7.1 The customer may cancel or postpone the services by giving written notice. Any cancellation or postponement may be subject to charges, which reflect the time and resources reserved.
7.2 Typical cancellation and postponement charges may include:
a. More than 14 days before the agreed date: no charge or a nominal administration fee.
b. Between 7 and 14 days before the agreed date: up to 50 percent of the quoted price.
c. Less than 7 days before the agreed date: up to 100 percent of the quoted price.
The applicable terms will be indicated in the quotation or booking confirmation.
7.3 If the customer is a consumer and the contract is concluded at a distance, the customer may have a statutory cooling off period. Where the services are requested to begin within this period, the customer acknowledges that the right to cancel may be limited or lost once the service has been fully performed.
7.4 The service provider may cancel the contract or suspend services where:
a. The customer fails to pay any required deposit or balance when due.
b. The customer is in material breach of these Terms and Conditions.
c. The service provider is unable to perform the services due to events beyond its reasonable control, such as severe weather, road closures, industrial action or legal restrictions.
7.5 In the event of cancellation by the service provider, any prepaid sums for services not yet provided will normally be refunded, subject to any lawful deductions, and this will be the service provider’s sole liability to the customer.
8. Customer Property and Excluded Items
8.1 The customer must not include in the goods any items that are prohibited, illegal, hazardous or unsafe to transport, including explosives, flammable or corrosive substances, firearms, ammunition, gas cylinders, illicit drugs, or any item that may cause harm to persons, property or the environment.
8.2 The customer must not include animals, perishable goods, or items requiring controlled temperature unless expressly agreed in writing.
8.3 Valuable items such as jewellery, securities, money, important documents, data or collections should not be packed with general household goods unless specifically declared and agreed. The service provider’s liability for such items is limited as set out in these Terms and Conditions.
9. Waste, Disposal and Environmental Regulations
9.1 The service provider operates in accordance with applicable UK and French waste and environmental regulations. Any removal, transport or disposal of waste is carried out under the relevant regulatory framework and only where expressly agreed.
9.2 The customer must clearly identify any items to be disposed of, recycled or treated as waste. The service provider will not be responsible for the disposal of any goods unless this has been agreed as part of the services.
9.3 The customer remains responsible for ensuring that no prohibited or hazardous waste is presented for collection as part of normal household goods. Hazardous or regulated waste will only be handled by prior agreement and may incur additional charges.
9.4 The customer acknowledges that the service provider may refuse to remove, transport or dispose of any items where there is reason to believe that doing so would breach waste regulations or environmental law.
10. Access, Loading and Delivery
10.1 The customer must ensure suitable access to the premises at the agreed times for collection and delivery, including arranging any necessary parking permissions or elevator access.
10.2 The service provider is not responsible for any delays or additional costs arising from inadequate access, parking restrictions or the failure to obtain necessary permissions.
10.3 The customer or authorised representative must be present at both collection and delivery to direct the placement of goods and to sign any delivery documentation. If no one is present, goods may be left at the customer’s risk or taken to storage at the customer’s cost.
10.4 The service provider will use reasonable care and skill in loading, transporting and unloading goods and will aim to deliver within agreed time windows. However, any dates and times given are estimates and not guaranteed, especially for longer-distance or cross-border moves.
11. Liability and Insurance
11.1 The service provider will exercise reasonable care and skill in handling and transporting the goods. Liability for loss of or damage to goods is subject to the limitations set out in this section.
11.2 Unless otherwise agreed in writing, the service provider’s liability for loss of or damage to goods while in its custody or control is limited to a maximum amount per consignment or per item as specified in the quotation or booking confirmation.
11.3 The service provider is not liable for:
a. Loss or damage arising from inherent defects, pre-existing damage, defective construction or vulnerability of the goods.
b. Loss or damage to items packed by the customer unless clear evidence shows the damage was caused by the service provider’s negligence.
c. Loss of profits, loss of use, consequential loss or indirect damages.
d. Any loss caused by delays beyond the service provider’s reasonable control, including delays due to customs clearance, ferry or tunnel disruptions, traffic or weather.
11.4 The customer is strongly advised to obtain adequate insurance cover for the full value of the goods, particularly for higher value moves to and from France. The service provider may offer or arrange additional cover where available, subject to separate terms.
11.5 Any claim for loss or damage must be notified to the service provider in writing as soon as reasonably practicable and, in any event, within the time limits stated in the quotation or booking confirmation. The customer must provide reasonable evidence to support any claim.
12. Limitations and Exclusions
12.1 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot legally be excluded.
12.2 Subject to the preceding clause, the total aggregate liability of the service provider for all claims arising out of or in connection with the contract shall not exceed the total amount paid by the customer for the services giving rise to the claim, unless a higher limit is expressly agreed.
12.3 All warranties, conditions and other terms implied by statute or common law, to the fullest extent permitted by law, are excluded from the contract.
13. Customs, Border and Compliance Matters
13.1 For moves between the UK and France, the customer is responsible for providing accurate and complete information required for customs declarations, inventories and any other regulatory documentation.
13.2 The service provider is not responsible for any loss, delay or charges resulting from the customer’s failure to comply with customs or border requirements, or from the seizure or detention of goods by authorities.
13.3 Any customs duties, taxes, inspection fees or related costs are the responsibility of the customer, unless otherwise agreed.
14. Events Beyond Our Control
14.1 The service provider will not be in breach of contract nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control.
14.2 Such events may include, but are not limited to, extreme weather, natural disasters, accidents, road closures, public disturbances, strikes, lockouts, war, terrorism, epidemic, changes in law, or disruption to ferry or tunnel services.
14.3 In such circumstances, the service provider will use reasonable endeavours to minimise disruption and resume services as soon as reasonably practicable.
15. Complaints and Dispute Resolution
15.1 If the customer is dissatisfied with any aspect of the services, they should raise the issue as soon as possible so that the service provider has an opportunity to address the concern.
15.2 Formal complaints should be submitted in writing, setting out full details of the issue, the premises involved, dates and any supporting evidence.
15.3 The service provider will investigate complaints and aim to respond within a reasonable timeframe. Where appropriate, remedies may include rework, partial refund or other solutions as agreed.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any contract between the service provider and the customer, are governed by and construed in accordance with the laws of England and Wales.
16.2 The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services provided, including any non-contractual disputes or claims.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.
17.2 No failure or delay by the service provider in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.
17.3 The contract is between the service provider and the customer. No other person shall have any rights to enforce any of its terms.
17.4 The service provider 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 unless otherwise agreed in writing.
