Terms and Conditions

Pimlico Removals Terms and Conditions

These Terms and Conditions set out the basis on which Pimlico Removals provides removal, relocation, packing, storage arrangement and related services within the United Kingdom. By placing a booking with us, you agree that these Terms and Conditions form the entire agreement between you and Pimlico Removals in relation to the services you request.

1. Definitions

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

Customer means the person, firm or company that books the services and is responsible for payment.

Services means any removal, transport, packing, loading, unloading, delivery, storage arrangement or related services provided by Pimlico Removals.

Goods means the items, property or belongings that are the subject of the services.

Contract means the legally binding agreement between the Customer and Pimlico Removals, incorporating these Terms and Conditions and any written quotation or confirmation.

2. Quotations and Service Area

All quotations are provided on the basis of the information supplied by the Customer and are subject to these Terms and Conditions. Quotations are normally valid for 30 days from the date of issue unless stated otherwise. Any change to the information originally supplied, including but not limited to property access, number of items, size or nature of Goods, parking arrangements, floor level, or distance to vehicle, may require the quotation to be revised.

Pimlico Removals provides services primarily within local and regional areas in the United Kingdom, with regular operations in and around residential and commercial districts, and can arrange national moves by agreement. Travel time, congestion and parking restrictions may influence the final price and timings.

Unless specifically stated in writing, quotations do not include storage charges, customs duties, parking fees, tolls, or charges imposed by third parties. These may be chargeable in addition to the quoted price where applicable.

3. Booking Process

A booking is only confirmed when Pimlico Removals has accepted your request and issued a written confirmation specifying the service date, locations, and agreed price, subject to these Terms and Conditions. Verbal or provisional bookings do not constitute a confirmed booking.

Customers are responsible for ensuring that all details provided at the time of booking are accurate and complete. This includes full addresses, floor levels, access restrictions, parking requirements, inventory of Goods, special handling needs, and any time constraints.

Pimlico Removals reserves the right to decline a booking at its discretion, including where the proposed work is unsafe, unlawful, or impracticable, or where adequate resources are not available for the requested date.

4. Customer Obligations

The Customer must ensure that:

The Goods are properly packed and ready for transport, unless packing services have been expressly included in the Contract.

All Goods are owned by the Customer, or the Customer has full authority from the owner to arrange their removal.

There is suitable and safe access to the property and parking arrangements are in place for our vehicles for the duration of the service.

All Goods to be moved are clearly identified and separated from any items that are not to be moved.

All fragile or high-value items are notified in advance and, where required, separately packed or labelled.

The Customer or an authorised representative is present throughout the loading and unloading to direct the placement of Goods and to check that nothing is omitted or taken in error.

5. Items Excluded from the Service

Unless expressly agreed in writing, Pimlico Removals will not move, store or handle the following items:

Hazardous, flammable or explosive materials, including gas cylinders, fuels, paints, chemicals and solvents.

Illegal goods, stolen items, or any items in breach of statutory regulations.

Perishable or contaminated goods, including food and plants that may attract pests or cause damage.

Animals, livestock or pets of any kind.

Valuables such as jewellery, cash, securities, precious metals, personal documents and irreplaceable items. These should be kept in the custody of the Customer at all times.

If such items are presented without our knowledge or consent and are moved or handled, Pimlico Removals will not be liable for any loss or damage arising in connection with them.

6. Payments and Charges

Unless otherwise agreed in writing, a deposit may be required to secure your booking, with the balance payable on or before the day of the move. For certain jobs, full payment may be required in advance. Where payment terms differ, they will be stated in your quotation or confirmation.

Payments must be made using the methods specified by Pimlico Removals at the time of booking or confirmation. All prices are stated in pounds sterling and are subject to any applicable taxes or levies.

If payment is not received in accordance with the agreed terms, Pimlico Removals reserves the right to suspend or cancel the services, to retain the Goods until payment is made, and to charge reasonable interest and administrative fees on overdue accounts.

Additional charges may apply where:

The work is greater than originally quoted due to additional items, extra journeys, or prolonged loading and unloading times.

Access at either property is significantly more difficult than advised, including long carries, staircase-only access, or unexpected obstructions.

There are delays beyond our reasonable control, including waiting time caused by keys not being available, problems with property completion, or third-party delays.

Parking fees, penalty charges, tolls or similar costs are incurred in connection with the service.

7. Cancellations and Postponements

If the Customer cancels or postpones a booking, the following charges may apply, unless otherwise stated in the quotation or confirmation:

Cancellation more than 7 days before the service date: no cancellation fee, although any non-refundable third-party costs may be charged.

Cancellation between 3 and 7 days before the service date: up to 50 percent of the quoted price may be charged.

Cancellation less than 3 days before the service date, or on the service date itself: up to 100 percent of the quoted price may be charged.

Where a booking is postponed, Pimlico Removals will use reasonable efforts to accommodate the new date, but this cannot be guaranteed. Any additional costs or losses incurred as a result of postponement may be charged to the Customer.

Pimlico Removals reserves the right to cancel or postpone the services where events beyond our reasonable control occur, including but not limited to severe weather, road closures, accidents, vehicle breakdown, staff illness, or safety concerns. In such circumstances, our liability will be limited to refunding any sums paid for services not yet provided, or rescheduling the services at a mutually convenient time.

8. Customer Responsibility for Parking and Access

The Customer is responsible for arranging suitable parking and access at all addresses involved in the move. This may include obtaining parking permits, visitor passes or temporary suspensions of parking restrictions where necessary.

If we are unable to park or gain access within a reasonable distance of the property, additional charges may apply for time spent attempting to resolve access issues, for additional labour, or for carrying distances beyond what was anticipated in the quotation.

Pimlico Removals is not responsible for delays, additional costs, or missed completion deadlines arising from inadequate parking arrangements or access restrictions outside our control.

9. Liability for Loss or Damage

Pimlico Removals will exercise reasonable care and skill in handling, transporting and delivering the Goods. Our liability for loss or damage to Goods arising from our negligence or breach of Contract is subject to the limitations set out in this clause.

Unless otherwise agreed in writing, liability for direct loss or damage to Goods shall be limited to a reasonable cost of repair or replacement, taking into account age, condition and current market value, and may be subject to a monetary cap per item or per consignment. Details of any applicable caps or insurance arrangements can be provided on request.

Pimlico Removals will not be liable for:

Loss or damage that arises from inherent defects, pre-existing damage, faulty construction, or natural deterioration of the Goods.

Loss or damage to items packed by the Customer, unless it is shown that such loss or damage was caused by our negligence.

Damage to the internal workings of electrical or mechanical items where there is no visible external damage.

Loss or damage where Goods are collected or delivered to an unattended location at the Customer’s request.

Any indirect or consequential loss, including loss of profit, loss of use, emotional distress or inconvenience.

The Customer must notify Pimlico Removals in writing of any apparent loss or damage to Goods as soon as reasonably possible and, in any event, within 7 days of completion of the services, providing reasonable details. Failure to notify within this period may affect our ability to investigate and may limit our liability.

10. Damage to Property

Pimlico Removals will take reasonable care to avoid causing damage to property, including buildings, fixtures and fittings, driveways and surrounding areas. However, the Customer must ensure that floors, staircases, walls and soft surfaces are adequately protected if desired.

We will not be liable for minor cosmetic damage, fair wear and tear, or damage that arises from moving items where the Customer has been advised that the movement is high risk and has instructed us to proceed.

Where damage is caused to property due to our proven negligence, our liability will be limited to a reasonable cost of repair, subject to any applicable exclusions or limitations set out in these Terms and Conditions.

11. Waste and Disposal Regulations

Pimlico Removals operates in compliance with applicable UK waste and environmental regulations. We are not a general waste carrier and will only remove items as part of a removal service, subject to our agreement.

We will not collect or dispose of hazardous, prohibited or controlled waste. The Customer is responsible for ensuring that any items presented for removal as waste are lawful to transport and dispose of, and that they are accurately described at the time of booking.

Where Pimlico Removals agrees to remove items for disposal or recycling, additional charges will apply. Such items will be taken to appropriate facilities in line with relevant waste management regulations. Once collected for disposal, ownership of these items transfers to Pimlico Removals or our authorised subcontractors.

If any fines, penalties or costs arise from the Customer’s failure to comply with waste regulations, or from misdescription of items, the Customer shall be responsible for such costs and shall indemnify Pimlico Removals in respect of any resulting loss.

12. Delays Beyond Our Control

Pimlico Removals will use reasonable efforts to adhere to agreed dates and times, but timings are estimates and not guarantees. We are not liable for delays or failure to perform where performance is prevented or affected by events beyond our reasonable control, including but not limited to traffic congestion, accidents, severe weather, road closures, security incidents, strike action, or delays caused by third parties.

Where such events occur, we will seek to complete the services as soon as reasonably possible, but additional charges may arise where significant extra time or distance is required.

13. Insurance and Third Parties

Pimlico Removals maintains appropriate insurance cover in connection with the services provided. Details may be made available upon request. It is the Customer’s responsibility to consider whether additional insurance is needed for high-value or particularly fragile items.

Where Pimlico Removals uses subcontractors or third-party carriers, these Terms and Conditions shall apply to their services as far as legally permitted, and they shall be entitled to the benefit of all exclusions and limitations of liability contained herein.

14. Complaints

Any concerns or complaints about the services should be raised with Pimlico Removals as soon as possible, and in any event within 7 days of completion of the work. The complaint should include full details of the issue, dates, addresses and, where relevant, photographs or other evidence.

We will investigate complaints in a fair and timely manner and may request further information in order to do so. Cooperation from the Customer is required to enable resolution. Our complaint handling does not affect your statutory rights.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales.

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, the Contract or the services, including any non-contractual disputes or claims.

16. General Provisions

If any provision or part-provision of these Terms and Conditions is or becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the rest of these Terms and Conditions.

No waiver by Pimlico Removals of any breach of these Terms and Conditions shall be considered as a waiver of any subsequent breach of the same or any other provision. No failure or delay by Pimlico Removals in exercising any right or remedy shall constitute a waiver of that or any other right or remedy.

The Customer may not assign or transfer any of its rights or obligations under the Contract without the prior written consent of Pimlico Removals. Pimlico Removals may assign or subcontract its rights and obligations where necessary to deliver the services, provided that this does not materially affect the standard of service.

These Terms and Conditions, together with any written quotation or booking confirmation issued by Pimlico Removals, constitute the entire agreement between the Customer and Pimlico Removals in relation to the services and supersede all prior discussions, correspondence, or understandings.