Terms & Conditions

Welcome to ARJ Removals Ltd (“we”, “us”, “our”). These Terms & Conditions set out the basis on which we provide removals, packing, storage and related services, and the terms for use of our website www.arjremovals.co.uk .

By booking our services (online, by phone, email or in person) or using our website, you agree to these Terms.

1) Who we are & how to contact us

• Legal name:  ARJ Removals Ltd
• Registered office:  8 Lakeside Drive, London – NW10 7GY. United Kingdom
• Company number: 15849696
• Email:     arj.removals@gmail.com
• Phone: +44 798 3299938

2) Key definitions

• Consumer: an individual acting wholly or mainly outside their trade, business, craft or profession.
• Business Customer: any non-consumer (company, partnership, sole trader acting in business).
• Services: any removals, packing, unpacking, storage, clearance, dismantling/reassembly, or related services we provide.
• Goods: items we are asked to handle, move or store. 

3) Quotes, pricing & what’s included

• Quotes/estimates are based on the information you provide (inventory, addresses, access, parking, floors/lifts, special items, dates, service scope). We may revise the price if information later proves incomplete or inaccurate, or conditions change (e.g., extra items, long carry, waiting time, poor access, stairs, no parking).
• Unless stated otherwise, quotes exclude: parking/permit fees, tolls, congestion/clean-air/ULEZ charges, ferry/Eurotunnel/port fees, customs charges, disposal fees, storage fees, third-party hoists/cranes, specialist packing/crating, and electrician/plumber services.
• Hourly jobs: billed from arrival to completion, including waiting time outside our control.
• Fixed-price jobs: cover only the services/items/locations listed in our booking confirmation.

4) Booking, deposits & payment

• A booking is formed when we confirm written acceptance (by email/invoice).
• We require a 50% deposit to secure your date; balances are due maximum 48 hrs before job date unless otherwise agreed.
• Payment methods: Online Card or bank transfer, for additional charges on the day cash is also accepted.
• Late payment: payments not executed on time may result in loosing your quote/booking and date slot.
• We may exercise a lien (hold) over Goods until all sums due are paid, and charge storage/insurance while held. 

5) Your responsibilities (access, packing & preparation)

• Parking & access: please arrange suitable parking/permits and safe access at all addresses. Charges/fines caused by lack of parking/access will be added to your invoice.
• Fragile/valuable items: tell us in writing before the move and clearly label boxes “FRAGILE” or “THIS WAY UP”.
• Self-packed items: we are not responsible for loss/damage due to poor packing of items packed by you unless caused by our negligence.
• Appliances: disconnect/defrost appliances in advance; we do not plumb in or wire appliances unless agreed.
• Wardrobes, Drawers of all good if any, must be emptied prior to collection. Driver may refuse to carry any furniture if it is not emptied and ready for collection.
• Lofts/attics: Goods must be safely accessible via fixed stairs and boarded floors.
• Prohibited/Dangerous goods (not carried or stored): gas cylinders, fuels, paints/solvents/aerosols, firearms/ammunition, illegal items, perishable foods, live animals, cash, jewellery, watches, bullion, deeds, securities, stamps or collections (unless we agree in writing).
• Special items: pianos, safes, pool tables, stone/oversized items, or items over [80 kg] may require specialist equipment and a revised price, and MUST be informed at the time of booking to avoid price changes.

6) Our responsibilities — standard of service & remedies

• We will perform the Services with reasonable care and skill. If we fail to do so, you may be entitled to repeat performance or a price reduction (consumers) That depends on each case individually.
• Any pre-contract information we provide that you rely on becomes binding; we cannot contract out of this for consumers.

7) Changes, delays & events outside our control

• Arrival time windows are always estimates (ETA); traffic, weather, road closures, accidents, or previous jobs may cause reasonable delays. You will be duly informed on the day accordingly.
• If delays arise from your side (e.g., not ready, keys/agents late, lifts unavailable, no parking), waiting time or additional handling may be charged at our current rates.
• If a force majeure event (beyond our reasonable control) prevents or delays performance, we’ll notify you and perform when reasonably possible or offer a fair reschedule.

8) Cancellations & postponements (our service)

Consumers (distance/off-premises bookings): You have a 14-day before the 48hrs blocked time to Job date, cooling-off period from contract formation to cancel. That means you can cancel anytime withing 14 days from date of booking (providing it is not within 48hrs to the date of the job)

If you ask us to start during this period, you’ll pay for work already performed; if we fully perform, the right to cancel ends. We provide a model cancellation form below.

Our practical cancellation/ postponement fees (all customers):

• 11+ days before the service date: £0 (full refund of any deposit).
• 6–10 days: 30% of the service price.
• 2–5 days: 60% of the service price.
• 0–48 hrs: 100% of the service price.
  (Fees reflect scheduling, vehicle/labour allocation and lost opportunity. We’ll waive or reduce fees where we can re-sell the slot.)

We will always act fairly; nothing here reduces your statutory cancellation rights where they apply.

9) Limits of liability

• We do not exclude or limit liability for death or personal injury caused by our negligence, or for losses that cannot lawfully be excluded.
• For consumer moves, we do not exclude liability for failing to use reasonable care and skill or for binding pre-contract information. Any limits we use must be fair and lawful.
• Subject to the above, and unless you purchase extended cover (see Insurance below), our liability for loss of or damage to Goods caused by our negligence or breach is limited to the lower of:
  • [£X per item or carton], and
  • a total cap of [£] per booking.
    Provide us with a written valuation/inventory if you need higher limits (we can quote enhanced cover).

• We are not liable for:
  • pre-existing defects, inherent vice, gradual deterioration, moth/vermin, pre-claimed expensive items, or normal handling/transport marks;
  • loss/damage to self-packed or owner-handled Goods unless caused by our negligence;
  • electrical/mechanical derangement where items were not serviced/secured for transit;
  • indirect or consequential loss (e.g., loss of profits, business interruption, loss of enjoyment).
• Premises protection: we use reasonable care to protect floors, walls, and fixtures; please advise of vulnerable surfaces. We’re not liable for routine scuffs from moving large items through tight spaces unless due to our negligence. A waiver form may be required by the transport driver at the time in order to execute the move.
• Time limits for claims: notify us in writing of visible loss/damage on the day of delivery and in any event within 7 days; for concealed loss/damage within 14 days of delivery (or of collection from store). This does not affect your statutory rights.

10) Insurance & risk

• We are not an insurer. Our charges include only our standard liability (above).
• On request we can arrange Goods in Transit / Storage insurance at additional cost and higher limits (summary of cover and exclusions provided before purchase).
• While in storage, your Goods may be stored in shared/individual containers. Take and keep your own valuations and photographs.

11) Storage (if applicable)

• Storage is charged [weekly/monthly] in advance. Handling in/out is chargeable.
• Missed storage payments: we may deny access and charge interest. After reasonable notice, we may sell or dispose of Goods to recover sums due (net proceeds credited to your account).
• For long-term storage, please keep us updated with your contact details.

12) International & customs (if applicable)

• You are responsible for customs declarations, duties, taxes, port/agency fees and for ensuring Goods comply with import/export laws.
• Delays/losses caused by customs or third-party authorities are outside our control.

13) Subcontracting & assignment

• We may use vetted subcontractors or partner carriers. We remain responsible for performing the contract with reasonable care and skill.

14) Complaints & dispute resolution

• If you’re unhappy, please email us with your booking reference and details. We aim to respond within 5 working days and resolve promptly.
• If we cannot resolve a consumer dispute, you may be able to use Alternative Dispute Resolution (ADR) via an approved ADR body. We’ll provide ADR details applicable to your case on request (we are not obliged to use ADR in every case).
• You can also seek advice from Citizens Advice or a solicitor, and you have the right to go to court.

15) Website use terms (acceptable use & IP)

• Acceptable use: do not misuse our site (upload malware, scrape, try to break security, or infringe others’ rights). We may suspend or restrict access.
• Intellectual property: all site content, logos, graphics and text are owned by us or our licensors. You may print one copy for personal reference; you must not reuse content for commercial purposes without permission.
• Links: our site may link to third-party sites we don’t control; we’re not responsible for their content or policies.

16) Privacy & data protection (UK GDPR)

• We process personal data (e.g., names, contact details, addresses, job notes, payments) to take bookings and perform the contract, and for legitimate interests like preventing fraud and managing our operations.
• We follow the UK GDPR and Data Protection Act 2018 principles (lawfulness, fairness, transparency, purpose limitation, data minimisation, accuracy, storage limitation, integrity/confidentiality, and accountability). See our Privacy Notice for full details, retention periods and your rights (access, rectification, erasure, restriction, objection, portability, complaint to the ICO).

17) Fair terms & unenforceable exclusions

Nothing in these Terms seeks to exclude rights that cannot be excluded, including (for consumers) the statutory standard of reasonable care and skill and binding pre-contract information; and (for all customers) the rule that you cannot exclude liability for death or personal injury caused by negligence. Any liability limits must be reasonable and comply with UK law.

18) Governing law & jurisdiction

These Terms and any dispute or claim (including non-contractual disputes or claims) are governed by the laws of England & Wales, and subject to the exclusive jurisdiction of the courts of England & Wales. If you reside in Scotland or Northern Ireland, you may bring claims in your local courts.

19) Changes to these Terms

We may update these Terms to reflect legal or operational changes. We’ll post the new version with the “Last updated” date above. Material changes will be highlighted.

20) Model cancellation form (consumers booking at a distance)

Use this form only if you wish to cancel within your 14-day cooling-off period.

To:  ARJ Removals Ltd,
        8 Lakeside Drive,
        London – NW10 7GY.
       United Kingdom

I/We hereby give notice that I/We cancel my/our contract for the supply of removals/storage services:

Ordered on [date] / for service date [date]

Name of consumer(s): []

Address of consumer(s): []

Signature of consumer(s) (only if this form is notified on paper): []

Date: []

(We will confirm receipt of your cancellation on a durable medium and arrange any refund due in line with the Regulations.)