Terms and Conditions

Definitions

1.1. “Client” means the individual or organisation who buys or agrees to buy Services from the Contractor.

1.2. “Contractor”, “Us”, “We” means the person or company detailed in the Quotation.

1.3. “Contract” means the contract between the Contractor and the Client for the purchase of Services comprising the Quotation and these Terms and Conditions.

1.4. “Crew” means the individuals providing removals services on behalf of the Contractor.

1.5. “Services” means the provision of removals, packing, unpacking, collection, delivery and storage services by the Contractor.

1.6. “Goods” means the items the Contractor agrees to move, handle or store for the Client.

1.7. “Collection Address” means the address from which the Goods are to be removed, and “Delivery Address” means the address to which they are to be taken.

1.8. “Move” means the attendance of the Crew at the Collection Address and, where applicable, the Delivery Address, in order to carry out the Services.

1.9. “Inventory” means the list of the Goods and the description of the access at both addresses provided by the Client, on which the Quotation is based.

1.10. “Quotation” means the Contractor’s written quotation for the Contract work to which these Terms and Conditions apply.

1.11. Unless the context requires otherwise, reference to the singular includes the plural and references to the masculine include the feminine and vice versa.

1.12. The headings contained in these Terms are for convenience only and do not affect their interpretations.

Contract and responsibility

2.1. These Terms and Conditions represent a contract between the Contractor and the Client.

2.2. The Client agrees that any use of the Contractor’s services, including placing an order for removals services on our platform, by telephone, email or website forms, shall constitute the Client’s acceptance of these Terms and Conditions and the Willow Alexander Standard Terms and Conditions.

2.3. No variation to this Contract shall be binding on the parties unless made in writing and signed on behalf of both parties.

Quotations

3.1. Quotations are based on the Inventory and the access described by the Client.

3.2. The Client is responsible for ensuring the Inventory covers everything to be moved, including lofts, garages, sheds, outbuildings and gardens.

3.3. Where the volume of Goods, the access, or the parking available materially differs from the Inventory, the Contractor reserves the right to amend the Quotation. Differences in excess of 10% will be discussed with the Client before work continues.

3.4. Where estimates of duration are provided, these are estimates based on comparable moves. Traffic, access and parking are not wholly within the Contractor’s control and a degree of flexibility may be required.

Equipment and materials

4.1. The Contractor will provide the vehicles, protective coverings, trolleys, straps, tools and lifting equipment necessary to carry out the Services.

4.2. Where packing is included in the Quotation, the Contractor will provide all packing materials. Empty materials will be collected after unpacking unless the Client asks to keep them.

4.3. The Contractor will protect floors, door frames, bannisters and other fixed surfaces on the agreed route through both properties, so far as is reasonably practicable.

Access, parking and completion

5.1. The Client is responsible for ensuring the Crew has lawful access to both addresses on the agreed date, including any keys, fobs, door codes, lift bookings or loading-bay permissions the building requires.

5.2. The Client is responsible for arranging any parking suspension or permit required at either address, unless the Quotation expressly states that the Contractor will do so. Where the Contractor arranges these, the cost is charged at cost plus any local authority fee.

5.3. Where a move is dependent on a property transaction completing, the Client accepts that completion is outside the Contractor’s control. The Contractor will use reasonable endeavours to accommodate a change of date at short notice, but cannot guarantee availability.

5.4. Where the Crew is delayed at the Collection Address, or is unable to gain access at the Delivery Address, through no fault of the Contractor, waiting time may be charged, and where a delay makes completion on the day impossible the Contractor may require the Goods to be placed into storage at the Client’s cost.

Payment

6.1. Unless otherwise agreed in writing, a deposit is payable to confirm the booking and the balance is payable prior to the commencement of the Move.

6.2. The Contractor reserves the right to withhold delivery of Goods, or to place Goods into storage at the Client’s cost, where the balance remains unpaid.

6.3. Where storage is provided, storage charges are payable monthly in advance.

6.4. The Contractor reserves the right to charge interest on invoiced amounts unpaid for more than 14 days at the rate of 12% per annum above the Bank of England base rate, from the due date until the date of actual payment.

6.5. The Contractor reserves the right to cancel any Contract and back-charge additional fees to reflect the balance of the standard rate if any misleading or false information was used to obtain a discounted Service, or if the given requirements for the Service and its professional performance would not be possible.

6.6. Although greatly appreciated, the Client understands that tipping is not required.

HoWA Membership Programme

7.1. Clients who are active and verified members of the House of Willow Alexander Membership programme (“HoWA Members”),

7.2. shall be entitled to a ten percent (10%) discount on the standard rates for applicable removals Services, for the duration of their active and continuous HoWA Membership.

7.3. A minimum, uninterrupted membership term of three (3) consecutive months is required to qualify for and maintain the HoWA Membership discount.

7.4. The HoWA Membership discount is subject to the specific terms, conditions and eligibility criteria outlined in the dedicated HoWA Membership Terms and Conditions document, which are incorporated herein by reference for HoWA Members.

7.5. The HoWA Membership discount may not be combined with other promotional offers or discounts unless explicitly stated otherwise in writing by the Contractor.

Goods we will not transport

8.1. The Contractor will not transport, and the Client must not include in the Goods, any of the following: cash, bank notes, deeds, securities, stamps or coin collections; jewellery, watches, precious stones or precious metals; hazardous, flammable, explosive or corrosive items, including gas cylinders, paints, solvents and fireworks; illegal substances or goods; firearms and ammunition.

8.2. The Contractor will not transport perishable goods, plants, or living creatures, and accepts no liability for any such items the Client asks the Crew to carry.

8.3. Where the Client includes any excluded item in the Goods without the Contractor’s prior written agreement, the Contractor accepts no liability for its loss or damage, and the Client is responsible for any loss or damage that item causes.

Goods packed by the Client

9.1. Where the Client packs their own cartons or containers, the Contractor cannot verify the contents or the adequacy of the packing.

9.2. The Contractor accepts no liability for damage to the contents of Client-packed cartons, unless the damage is caused by the Contractor’s negligence and is evidenced by visible external damage to the carton.

9.3. This clause does not apply to Goods packed by the Contractor.

Liability, insurance and claims

10.1. The Contractor maintains public liability insurance. Certificates are available on request before booking.

10.3. Items of unusual value must be declared in writing before the Move so that appropriate cover can be arranged. Undeclared items of unusual value are covered only up to the standard per-item limit.

10.4. The Contractor will not be liable for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) arising from or connected with a late arrival of the Crew. The Contractor endeavours to be on time, but transport and access problems beyond its reasonable control may cause delay.

10.5. The Contractor will not be liable for indirect or consequential loss, including but not limited to loss of income, missed completion, alternative accommodation, or storage costs arising from a delay outside its reasonable control.

10.6. The Contractor will not be liable for damage arising from: pre-existing defects, wear or weakness in the Goods; the inherent nature of the Goods; the Client’s instruction to move an item the Contractor has advised against moving; or self-assembly furniture that is dismantled or reassembled at the Client’s request.

10.7. The Contractor will not be liable for any loss or damage where the Client has an outstanding amount aged 14 days or more from the date the payment was due.

Storage

11.1. Where the Contractor stores Goods for the Client, an inventory is produced before the Goods leave the Collection Address and forms the record of what is held.

11.2. Storage is charged monthly in advance and continues until the Client gives written notice.

11.3. The Contractor may exercise a lien over stored Goods where storage or other charges remain unpaid, and may, after giving written notice, sell the Goods to recover those charges.

11.4. Goods excluded under clause 8 must not be placed into storage.

Cancellation and rescheduling

12.1. The Client may reschedule a booked Move by giving no less than 7 days’ prior notice in writing, at no charge, subject to availability.

12.2. Where a Move is cancelled or rescheduled with less than 7 days’ notice, the Contractor may retain the deposit.

12.3. Where a Move is cancelled with less than 48 hours’ notice, or on the day, the Contractor may charge up to the full price of the booked Service.

12.4. Clause 12.2 and 12.3 do not apply where a move date changes because a property transaction has failed to complete through no fault of the Client, provided the Client notifies the Contractor as soon as they become aware. In those circumstances the Contractor will use reasonable endeavours to rebook without additional charge, subject to availability.

12.5. The Client must pay the full price of the booked Service if the Crew arrives and is unable to carry out the Services because access was not available, or because the Client or a third party prevented the Crew from working.

12.6. The Contractor works Monday to Saturday, excluding Bank Holidays.

Employment referral

13.1. The Client is liable for an employment referral fee of £500.00 per person should they directly employ (either legally or on a cash basis) anyone currently employed by the Contractor. The Client agrees to pay this fee whether they notify the Contractor of their action or the Contractor discovers this employment independently at any time after it occurs. The Client further agrees to reimburse the Contractor for any and all collection or legal fees the Contractor incurs in collecting this fee.

Complaints and claims

14.1. Any claim for loss of or damage to the Goods must be notified in writing, with photographic evidence and a description of the item and the damage, within 7 days of the Move.

14.2. Where damage is visible at the time of delivery, the Client should note it on the inventory or delivery record before the Crew leaves.

14.3. If the Client is unhappy with a Service while it is being carried out, the Contractor asks that the Client notify it as soon as they notice anything that might be to their dislike by calling 0800 047 8738. Please do not wait until the Service has ended.

14.4. Further to the Consumer Rights Act 2015, the Service will be performed with reasonable care and skill.

Supplementary terms

15.1. The Contractor reserves the right to re-evaluate rates at any time should the Client’s initial requirements change.

15.2. The Contractor will arrange a replacement should a member of the Crew be unable to attend a scheduled Move, and will inform the Client where practicable.

15.3. If any special requirements for the Service arise, the Client should advise prior to the start of the Service.

15.4. The Contractor shall not be liable for any delay or failure to perform any of its obligations under this Contract if the delay or failure results from events or circumstances beyond its reasonable control, including but not limited to acts of God, strikes, accidents, war, fire, breakdown of plant or machinery, shortage or unavailability of materials, adverse weather conditions, road closures, or adverse or difficult site conditions.

15.5. The Contractor reserves the right, in the event of extenuating circumstances, to alter the pre-agreed date and/or time of a scheduled Move. The Contractor shall endeavour to provide the Client with prior written notification at the earliest practicable opportunity, and will make reasonable efforts to agree a mutually convenient alternative.

15.6. The Contractor reserves the right to make changes to these Terms and Conditions without prior notice. Any alterations or additions will apply to new business but not to existing contracts.

15.7. If any provision of this Contract is declared by any judicial or other competent authority to be unenforceable, the remaining provisions of this Contract will remain in full force and effect.

15.8. Acceptance of a Quotation shall be deemed to be acceptance of these Terms and Conditions.

15.9. This Contract constitutes the entire agreement between the parties and supersedes any and all prior agreements. In the event of a conflict between these Terms and Conditions and any Quotation, unless otherwise specified, the terms of the Quotation shall prevail.

15.10. No waiver shall be valid unless made in writing and signed on behalf of the Contractor.

Governing law and jurisdiction

16.1. These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England and Wales.

16.2. These Terms and Conditions are in accordance with the Consumer Rights Act 2015, and do not create an imbalance in the parties’ rights or obligations under the contract.