Terms and Conditions

Crystal Palace Movers Terms and Conditions

These Terms and Conditions set out the basis on which Crystal Palace Movers provides removal and associated services within the United Kingdom. By booking or using our services, you agree that these Terms and Conditions form the contract between you and Crystal Palace Movers. Please read them carefully before making a booking.

Definitions

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

Client means the individual, company or organisation requesting or receiving the services.

Services means any removal, relocation, packing, unpacking, loading, unloading, transportation, storage, or related service provided by Crystal Palace Movers.

Goods means all items, furniture, personal belongings, equipment, and other property that we are required to handle, move, transport or store under the contract.

Contract means the agreement between Crystal Palace Movers and the Client, consisting of these Terms and Conditions and any written quotation or confirmation issued by us.

Service Area

Crystal Palace Movers provides services throughout the United Kingdom, with a particular focus on residential and commercial moves to, from and within London boroughs and surrounding areas. Long-distance moves within the UK may be subject to additional charges and scheduling requirements, which will be clearly stated in any quotation provided to you.

Quotations

All quotations are provided in writing and are based on the information supplied by the Client regarding the nature, quantity and location of the Goods, access conditions, and service requirements. Quotations are normally valid for 30 days from the date of issue unless otherwise stated.

We reserve the right to amend or withdraw a quotation if:

The information provided by the Client is inaccurate or incomplete.

There are changes to access, parking, property layout or volume of Goods that were not communicated to us in advance.

Delays occur that are beyond our reasonable control and significantly affect the cost of providing the Services, such as waiting times for key release or entry to a property.

Unless specifically stated, quotations do not include insurance for high value items, customs duties, tolls, parking permits, congestion charges, or third-party fees. These may be charged in addition where applicable.

Booking Process

A booking is only confirmed once the Client has accepted our written quotation and any required deposit has been received by us. Acceptance may be made in writing or by any other method we accept as confirmation.

When making a booking, the Client must provide accurate details including:

Full collection and delivery addresses.

Property type and access details, including stairs, lifts, restricted access or parking limitations.

The approximate volume of Goods and any unusually large, heavy, fragile or high value items.

Any special requirements such as packing services, dismantling or reassembly of furniture, or the need for additional staff.

We may request a pre-move survey in person or by video to assess the job accurately. If we conduct such a survey, the quotation will be based on our assessment at that time.

Client Responsibilities

The Client is responsible for:

Ensuring that adequate parking is available at both collection and delivery addresses, including arranging any permits or permissions required.

Obtaining all necessary permissions, approvals or authorisations from landlords, building management, neighbours or local authorities where required.

Ensuring that the premises are safe and accessible for our staff to carry out the Services.

Properly preparing, packing and labelling Goods where packing is not included in the quotation.

Removing and safely disposing of any items that are prohibited or hazardous before our team arrives.

Payments and Charges

All prices are quoted in pounds sterling and are exclusive of VAT unless otherwise stated. Any applicable VAT will be added to the invoice at the prevailing rate.

We may require a deposit at the time of booking. The balance is usually due either prior to the move or on completion of the Services, depending on the terms set out in the quotation or confirmation.

Accepted payment methods will be stated in our quotation or invoice. Payment must be made within the timescales specified. We reserve the right to withhold delivery of Goods or suspend Services if payment is not received when due.

Additional charges may apply in the following circumstances:

Delays caused by factors outside our control, such as waiting for keys or access, beyond an agreed waiting time.

The volume of Goods exceeds what was stated at the time of quotation.

Stairs, lifts, restricted access or other conditions were not disclosed and significantly increase the time or difficulty of the move.

Additional Services are requested on the day of the move that were not included in the original quotation.

Where additional charges apply, we will inform the Client as soon as reasonably possible.

Cancellations and Amendments

Cancellation or significant amendment of a booking must be notified to us in writing.

We reserve the right to apply cancellation charges as follows, unless otherwise stated in your quotation:

If the Client cancels more than seven days before the agreed service date, any deposit paid may be refunded at our discretion, subject to reasonable administrative costs.

If the Client cancels between two and seven days before the service date, we may retain all or part of the deposit and may charge a percentage of the total quoted price.

If the Client cancels less than two days before the service date, we may charge up to 100 percent of the total quoted price.

Rescheduling is subject to availability. If you request to change the date or time of the Services, we will make reasonable efforts to accommodate your request, but cannot guarantee that your preferred slot will be available. Rescheduling at short notice may incur additional costs.

Access, Parking and Delays

The Client must ensure that appropriate and legal parking for our vehicles is available at both the collection and delivery addresses. Any parking charges, fines or penalties incurred as a direct result of inadequate arrangements or instructions from the Client may be added to the final invoice.

We are not liable for delays caused by traffic conditions, road closures, weather, waiting for keys, or other matters beyond our reasonable control. Where such delays occur, we will keep the Client informed and proceed as soon as it is safe and practical to do so.

Excluded and Restricted Items

Unless explicitly agreed in writing, we do not accept for removal or transport any of the following items:

Explosives, firearms, ammunition, weapons or illegal items.

Flammable, corrosive, toxic or otherwise hazardous substances including gas cylinders, fuel, chemicals and paints.

Perishable food, live plants or animals.

Cash, jewellery, watches, precious metals, documents of title and other valuables of exceptional value.

The Client must declare and, if requested, remove such items before the commencement of the Services. If we discover prohibited items in the Goods, we may refuse to move them, and the Client may be responsible for any resulting delay or costs.

Waste Regulations and Disposal

Crystal Palace Movers operates in accordance with applicable UK waste management and environmental regulations. We are not a general waste collection company but may, where agreed in advance, remove unwanted items or packaging for appropriate disposal or recycling.

The Client must not request or permit us to dispose of items illegally, including fly tipping or leaving items in unauthorised locations. Any waste or item disposal must comply with UK law and local authority rules.

Additional charges may apply for the removal and disposal of unwanted items, bulky waste or excessive packaging. These will be identified in the quotation or, if not known at the time of quotation, notified to the Client as soon as reasonably possible.

Liability and Insurance

We will take reasonable care in handling and transporting your Goods. Our liability for loss of or damage to Goods is subject to the limitations set out in this section.

Our standard liability is limited to a fixed amount per item or per consignment, as set out in your quotation or contract. If you require increased cover, you must request this in advance so that appropriate arrangements may be made, which may incur additional costs.

We are not liable for:

Loss or damage arising from inherent defects, pre-existing damage, wear and tear, or the nature of the Goods.

Damage to flat pack furniture that is not designed to be moved once assembled, or which is dismantled or reassembled at the Client’s request.

Damage to items packed by the Client where we did not provide the packing service.

Minor cosmetic damage such as small scuffs or marks which are reasonably incidental to the moving of large items through tight spaces, provided reasonable care has been taken.

Loss of or damage to items of exceptionally high value, fragile or delicate nature, unless these items have been specifically declared, accepted by us in writing, and additional cover agreed.

We are not liable for indirect or consequential loss, such as loss of profit, loss of enjoyment, loss of business, or costs associated with delays, unless such loss is caused by our negligence and could reasonably have been foreseen.

Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within seven days of the completion of the Services. The Client must provide evidence of the loss or damage and allow us a reasonable opportunity to inspect the Goods.

Damage to Property

We will use reasonable care to avoid damage to property, including floors, walls, doors and fixtures. The Client should take reasonable steps to protect carpets, flooring and other vulnerable surfaces before our arrival, particularly in bad weather.

We are not liable for damage to property where:

Such damage results from moving Goods at the Client’s express instruction against our advice.

Access is unusually restricted, requiring the Goods to be manoeuvred in a way which carries a higher risk of damage, and the Client has been informed of this.

Pre-existing wear, defects or structural weaknesses contributed to the damage.

Any claim for property damage must be notified to us in writing within seven days of completion of the Services.

Storage Services

Where storage is provided or arranged, the following additional terms apply:

Storage charges will be calculated on a weekly or monthly basis, as set out in your quotation or contract.

Access to stored Goods may be by appointment only and may attract an additional handling charge.

Goods will not be released from storage until all outstanding charges, including storage fees and any removal costs, have been paid in full.

Termination and Suspension

We may suspend or terminate the Services immediately if:

The Client fails to make any payment when due.

The Client is in serious breach of these Terms and Conditions.

We reasonably consider that proceeding with the Services would pose a risk to health and safety or involve illegal activity.

In such cases, the Client may still be liable for all or part of the agreed charges, including any additional costs incurred by us as a result of the termination or suspension.

Data Protection

We will collect and process personal data about the Client only as necessary for the performance of the Contract and in accordance with applicable data protection laws. Personal data may be used for administration, invoicing, communication, service delivery and legal or regulatory compliance.

Complaints

If you are dissatisfied with any aspect of our Services, you should notify us as soon as possible so that we can attempt to resolve the issue. Complaints relating to loss or damage must follow the notification time limits set out in the liability section above.

Governing Law and Jurisdiction

These Terms and Conditions and any Contract between Crystal Palace Movers and the Client are governed by and construed in accordance with the laws of England and Wales.

Any dispute arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protection rights that may apply.

General Provisions

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

No variation of these Terms and Conditions will be binding unless agreed in writing by Crystal Palace Movers. Our failure or delay in enforcing any right or remedy under these Terms and Conditions shall not constitute a waiver of such right or remedy.

These Terms and Conditions, together with any written quotation or confirmation we issue, constitute the entire agreement between the parties in relation to the Services and supersede any prior discussions, representations or agreements.