Mill Hill Removals Service Terms and Conditions
These Terms and Conditions govern the provision of removal and related services by Mill Hill Removals to you, the customer. By making a booking, using our services, or allowing our staff to commence work at your property, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Customer means the individual, company or organisation that books or receives services from Mill Hill Removals.
Services means removal, relocation, packing, unpacking, loading, unloading, storage, furniture assembly or disassembly, clearance, and any other services provided by Mill Hill Removals.
Goods means all items, furniture, personal belongings, equipment and other property in respect of which you request Services.
Contract means the agreement between you and Mill Hill Removals for the provision of Services, comprising these Terms and Conditions and any written quotation or confirmation provided to you.
2. Scope of Services
Mill Hill Removals provides residential and commercial removal services, including local and regional moves, loading and unloading, packing and unpacking assistance, and associated services as agreed in writing.
The specific scope of Services for each job, including the addresses, approximate volumes, timing and any special requirements, will be set out in a quotation or booking confirmation. Only the Services expressly described in that document are included in the price.
We reserve the right to decline to move certain items, including but not limited to hazardous materials, illegal items, perishable goods, live animals, or items which in our reasonable opinion may pose a risk to health, safety or property.
3. Quotations and Estimates
Any quotation or estimate is based on the information provided by you at the time of enquiry, including the addresses, access conditions, volume and nature of items, floor levels, parking arrangements and any time restrictions.
Quotations are normally provided as fixed-price offers, subject to any assumptions set out in the quotation. If those assumptions prove to be incorrect, or if additional Services are requested or required, Mill Hill Removals may revise the price accordingly.
If access at either property is restricted, if parking is unavailable or limited, if the move involves unexpected delays beyond our reasonable control, or if the volume or nature of the Goods is greater than stated, we may apply additional charges on a fair and reasonable basis.
Unless expressly stated otherwise, quotations do not include charges for tolls, congestion charges, parking fees, permits or fines. Any such costs reasonably incurred in delivering the Services will be payable by you in addition to the quoted price.
4. Booking Process
A booking is only confirmed when you have accepted our quotation or estimate and we have acknowledged your acceptance in writing. Verbal quotations or availability indications are not binding until confirmed in writing.
We may require the following information and assurances as part of the booking process.
Accurate addresses for collection and delivery, including postcodes and floor levels.
Details of any items that are unusually large, heavy, fragile or valuable.
Information on access restrictions, such as narrow roads, limited parking, internal staircases, lifts or time windows.
Confirmation that appropriate parking arrangements, including permits where necessary, will be in place for our vehicles.
Mill Hill Removals reserves the right to refuse or cancel a booking if information provided is incomplete, inaccurate or misleading, or if we reasonably determine that the work cannot be carried out safely or lawfully.
5. Customer Responsibilities
You are responsible for ensuring that your Goods are properly packed and ready for transport, unless packing has been expressly included in our Services. Cartons should be secure and not overloaded, and fragile items should be suitably protected.
You must arrange suitable access to all premises and ensure that our staff can work safely and efficiently. This includes arranging parking permissions, clearing walkways, and advising us of any risks such as loose floor coverings, low ceilings or structural issues.
You must be present, or represented by an authorised person, at both the collection and delivery addresses during the move to provide instructions, confirm items, and check the property at completion. If no one is present, we will act according to our best judgement and are not responsible for any loss, delay or confusion arising from the absence of a responsible person.
You are responsible for disconnecting and preparing appliances, removing fixtures or fittings where necessary, and securing any items that require specialist handling, unless we have otherwise agreed in writing.
6. Payments and Charges
Unless stated otherwise in the quotation or agreed in writing, payment terms are as follows.
A deposit may be required at the time of booking to secure your chosen date. This deposit is non-refundable except where we cancel the booking, subject to these Terms and Conditions.
The balance of the agreed price is normally payable on or before the day of the move, and in any event before unloading is completed at the destination, unless alternative arrangements have been agreed in writing.
We accept payment by methods notified to you at the time of booking. All prices are quoted in pounds sterling and are inclusive or exclusive of any applicable taxes as clearly stated in the quotation.
If additional Services are requested on the day, or if the move takes significantly longer than anticipated due to reasons beyond our control, extra charges may apply. Such charges will be explained to you as far as reasonably possible at the time.
In the event of late payment or non-payment, we reserve the right to charge interest at a reasonable rate on outstanding sums, to withhold delivery of Goods until payment is received in full, and to recover any costs incurred in pursuing overdue debts.
7. Cancellations and Changes
If you wish to cancel or reschedule your booking, you must notify us in writing as soon as possible. The following cancellation charges may apply, calculated as a percentage of the agreed price.
Cancellation more than 7 days before the scheduled move date may incur a minimal or no charge, apart from any non-recoverable costs or expenses already incurred.
Cancellation between 3 and 7 days before the scheduled move date may result in a charge of up to 50 percent of the agreed price.
Cancellation within 48 hours of the scheduled move date may result in a charge of up to 100 percent of the agreed price.
If you request significant changes to the date, time, scope or location of the Services, we will use reasonable efforts to accommodate you, but we cannot guarantee availability. Changes may result in revised pricing, and any additional costs will be notified to you.
Mill Hill Removals reserves the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, or legal restrictions. In such cases, our liability will be limited to refunding any deposit or prepayment received for the affected booking or rescheduling the Services by agreement.
8. Liability and Limitations
We will take reasonable care in handling your Goods and providing the Services. However, our liability is subject to the limitations set out in this section.
We are not liable for loss or damage arising from incorrect or incomplete information provided by you, from inadequate packing where packing is your responsibility, or from inherent defects in the Goods, including wear and tear, poor construction, or pre-existing damage.
We are not responsible for loss of or damage to items of high value such as jewellery, money, important documents, or collectibles, unless we have been specifically informed in writing before the move and have agreed to handle such items. You are strongly advised to keep such items with you during the move.
Our liability for loss of or damage to Goods, where such loss or damage is proven to be caused by our negligence or breach of contract, will be limited to a reasonable sum per item or per job, as set out in our quotation or other written communication. You are encouraged to have adequate insurance cover in place for your Goods during the move.
We are not liable for any indirect, consequential or purely economic loss, including loss of profit, loss of opportunity, or loss arising from delay, except where such liability cannot be lawfully excluded.
We will not be liable for delay or failure to perform the Services where this is due to causes beyond our reasonable control, including traffic conditions, road closures, accidents, severe weather, industrial action, or the actions or omissions of third parties.
You must notify us in writing of any loss or damage as soon as reasonably possible and, in any event, within a reasonable period after the completion of the Services, to allow us to investigate. Failure to do so may affect our ability to deal with your claim.
9. Parking, Access and Local Restrictions
It is your responsibility to ensure that suitable parking is available for our vehicles at both the collection and delivery addresses. This includes arranging any permits or authorisations required under local regulations.
If we incur parking charges, penalty notices or additional costs due to inadequate parking arrangements or restrictions not disclosed in advance, these costs will be payable by you.
If access to the property is significantly more difficult than described for example, long carrying distances, many flights of stairs, or restricted access for larger vehicles we may apply reasonable additional charges for the extra time and labour required.
10. Waste, Recycling and Clearance Regulations
Where our Services include removal of unwanted items, rubbish, or general waste, we will handle such materials in accordance with applicable waste and environmental regulations in the United Kingdom.
We will only remove waste that we are lawfully permitted and licensed to carry. We may refuse to remove hazardous, toxic, clinical or specialist waste, including chemicals, paint, asbestos, gas bottles, or items that require specialist disposal facilities.
All waste and recyclable materials collected by us will be taken to appropriate licensed facilities or transfer stations. We do not permit fly-tipping or unlawful disposal under any circumstances.
You are responsible for informing us in advance if any items intended for clearance may be hazardous or require special handling. If we discover such items during the job, we may suspend work until suitable arrangements are made, and additional charges may apply.
11. Insurance and Risk
We recommend that you maintain adequate insurance for your property and Goods during the move, whether through your own policy or one arranged separately. Our charges do not automatically include comprehensive insurance for all risks unless expressly stated in writing.
Risk in the Goods remains with you, except to the extent that loss or damage is caused by our proven negligence or breach of contract, subject to the limitations set out in these Terms and Conditions.
12. Complaints and Dispute Resolution
If you are dissatisfied with any aspect of our Services, you should raise the matter with the team leader on the day where possible, so that we can seek to address your concerns immediately.
If your complaint is not resolved at the time, you should submit full details to us in writing within a reasonable period. We will investigate and respond as promptly as practicable.
We aim to resolve disputes amicably. If a dispute cannot be resolved directly, you may be able to refer the matter to an appropriate alternative dispute resolution service, where available, although participation is not mandatory unless required by law.
13. Data Protection and Privacy
Mill Hill Removals collects and uses personal data such as names, addresses, and contact details for the purposes of providing quotations, managing bookings, delivering Services and handling payments.
We will handle your personal data in accordance with applicable data protection laws in the United Kingdom. We will not sell your personal data to third parties, and we will only share it where necessary to provide our Services, comply with legal obligations or protect our legitimate interests.
14. Variations to these Terms
We may update or amend these Terms and Conditions from time to time. The version in force at the time you confirm your booking will govern the Contract for that specific job, unless we agree otherwise in writing.
Any variation to these Terms and Conditions will only be effective if agreed in writing by an authorised representative of Mill Hill Removals.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with any Services provided by Mill Hill Removals, shall be governed by and construed in accordance with the laws of England and Wales.
You and Mill Hill Removals 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 their subject matter, save that nothing shall limit either party's right to seek interim or protective relief in any competent court.
By confirming a booking with Mill Hill Removals, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
