Terms & Conditions

Hilogisticz REMOVAL SERVICES LTD

Terms and Conditions for Home Removal Services

Woolwich, London SE18 | Serving London, Kent, Essex & UK-wide

Version 2.0 · 6 July 2026

These Terms and Conditions (the “Terms”) govern the supply of home removal, transport and associated services by Hilogisticz Removal Services Ltd (“we”, “us”, “our” or “the Company”) to you (“you” or “the Customer”) where you obtain a quotation and book through our website. Please read them carefully. By obtaining a quotation, completing a booking and making payment through our website, you confirm that you accept these Terms and agree to be bound by them.

Because you book and pay online without meeting us first, this is a “distance contract” under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your statutory rights, including the right to cancel, are set out in clause 8 and cannot be excluded by these Terms.

1. Definitions

In these Terms:

• “Goods” all items to be collected, transported, and/or delivered by us under the Contract.
• “Contract” the agreement between you and us formed when we confirm your booking, incorporating these Terms, your online Quotation and the booking details you submit.
• “Quotation” or “Quote” the price generated by our online quotation tool based on the information you provide about your move.
• “Services” the collection, loading, transport, unloading and delivery of the Goods, together with any additional services you select and pay for (e.g. packing, dismantling, extra labour).
• “Booking” your confirmed instruction to us to carry out the Services on the selected date, for which you have paid in full.
• “Working Day” any day other than a Saturday, Sunday or public holiday in England and Wales.

2. How the Contract is Formed

• Our website allows you to obtain an instant Quotation based on the details you enter, including the collection and delivery addresses, the date, the list or volume of Goods, access details, and any additional services you select.
• When you accept the Quotation, complete the booking form and pay the price in full, you are making an offer to us to provide the Services. A binding Contract is formed when we send you written confirmation of your Booking (by email or on-screen). If we are unable to accept your Booking, we will tell you and refund any payment in full.
• It is your responsibility to ensure that the information you enter when obtaining a Quotation is complete and accurate. Our price and our ability to perform the Services on the selected date depend on it.

3. Price and Payment

• The price for the Services is the amount shown on your online Quotation at the time of booking. Unless stated otherwise, prices include VAT where applicable.
• Full payment is taken at the time of booking through our website, using the secure payment methods we offer. Your Booking is not confirmed, and your date is not reserved, until payment has been received in full.
• We do not store your full card details. Card payments are processed securely by our third-party payment provider Stripe, NatWest, or S who acts as a separate data controller for payment-card data. See our Privacy Policy for further information.
• The Quotation is based on the information you provide. We reserve the right to revise the price, or to make a reasonable additional charge, where on the day of the move the actual circumstances differ materially from those you described, including where: (a) the volume, weight, size or number of Goods is greater than stated; (b) access at either address (for example stairs, lifts, carrying distance, doorways, or parking) is materially more difficult than described; (c) we are kept waiting beyond a reasonable time through no fault of ours; (d) you ask us to carry out additional work; or (e) we incur charges for parking suspensions, permits, tolls, congestion or clean-air zone charges, or waiting time.
• Where additional charges arise on the day, we will, wherever practicable, explain them and seek your agreement before continuing. If you do not agree to a necessary additional charge and we are therefore unable to complete the Services safely or lawfully, we may suspend or cancel the move, and clause 8 charges may apply to the extent we have reasonably incurred cost.

4. Additional, Excluded and Specialist Services

Unless you have selected and paid for them as part of your Booking, the price does NOT include:

• Packing or unpacking, or supply of packing materials.
• Dismantling or re-assembling furniture, fittings or flat-pack items.
• Disconnecting or reconnecting appliances, or any gas, electrical or plumbing work.
• Taking up or laying fitted floor coverings.
• Moving items requiring specialist handling or equipment (e.g. pianos, safes, hot tubs) or hoisting through windows.
• Storage, insurance beyond our standard liability in clause 10, customs duties, or parking permits/suspensions.

5. What You Can Expect from Us (Our Obligations)

We will:

• Perform the Services with reasonable care and skill, in accordance with the Consumer Rights Act 2015.
• Reserve your selected date upon receipt of full payment and use reasonable endeavours to collect and deliver within the agreed timescale.
• Take reasonable care in handling, loading, transporting, unloading and delivering your Goods.
• Use suitably trained personnel and appropriate, roadworthy vehicles and equipment.
• Hold appropriate insurance, including Goods in Transit and public liability cover, details of which are available on request.
• Treat you, your property and your neighbours with courtesy and respect.
• Handle your personal data in accordance with our Privacy Policy and applicable data protection law.
• Acknowledge and respond to complaints in accordance with clause 15.

6. Your Responsibilities (the Customer’s Obligations)

You agree that you will:

• Provide complete and accurate information when obtaining your Quotation and Booking, and tell us promptly of any change before the move date.
• Be present, or appoint a responsible adult aged 18 or over to be present on your behalf, throughout collection and delivery, with authority to give instructions and confirm that all Goods have been loaded and unloaded.
• Ensure that everything to be moved is ready, accessible and (unless you have booked packing) properly packed and protected for transport, and that nothing which is not to be moved is left where our crew might reasonably take it.
• Disclose in advance any Goods of unusually high value, fragility or weight, and any access difficulties at either address (such as stairs, absence of a working lift, long carrying distances, narrow access, or parking restrictions).
• Arrange, at your own cost and in good time, suitable parking and access at both addresses, including any necessary parking suspensions, dispensations or permits. Where you do not and we incur charges or delay as a result, you will be responsible for the additional cost under clause 4.4.
• Obtain at your own expense any documents, permits, licences or clearances necessary for the move.
• Keep with you, and not submit for removal, all money, jewellery, watches, deeds, securities, passports, medicines, keys, mobile phones, laptops and similar items of personal or high value.
• Empty, defrost and dry refrigerators and freezers before the move, and prepare appliances properly for transport.
• Check, at the end of loading and again after unloading, that nothing has been left behind or taken in error.

7. Goods We Will Not Carry

The following must not be submitted for removal. We will not knowingly carry them, and you must not conceal them within other Goods:

• Prohibited, stolen or illegal goods, including drugs, firearms, ammunition and explosives.
• Dangerous, flammable, corrosive or explosive items, including gas bottles, aerosols, paints, solvents and fuels.
• Goods likely to cause infestation, contamination or to attract vermin.
• Perishable items or plants liable to deteriorate, leak or attract pests.
• Money, jewellery, deeds, securities, valuable collections and similar high-value items, unless agreed in writing in advance.
• Live animals, birds or fish.

If you submit such Goods without our written agreement, you will be responsible for, and will indemnify us against, any loss, damage or cost they cause, and we may lawfully dispose of any item presenting a danger.

8. Cancelling, Changing or Rescheduling Your Booking

• Your statutory right to cancel (cooling-off): Because you book at a distance, you have the right under the Consumer Contracts Regulations 2013 to cancel within 14 days of receiving our booking confirmation, without giving a reason. To cancel, tell us clearly in writing (by email or letter) within that period.
• Service beginning within the 14-day period: If your move date falls within the 14-day cancellation period, we will only carry out the Services within that period if you expressly ask us to. By selecting a move date within 14 days of booking and confirming your Booking, you request that we begin the Services within the cancellation period and acknowledge that: (a) if we have fully performed the Services, you lose the right to cancel; and (b) if you cancel after the Services have begun, you must pay for what has been done up to the point of cancellation.
• Refund on valid statutory cancellation: Where you validly cancel under clause 8.1 and we have not yet started the Services, we will refund all sums paid within 14 days of being notified of your cancellation.
• Cancellation or rescheduling outside the cooling-off period (or for moves beyond 14 days): If you cancel or postpone your Booking other than under clause 8.1, the following charges apply to reflect the costs and committed resources we incur. Any balance is refunded to your original payment method within 7 Working Days:

• Rescheduling: We will try to accommodate a request to change your move date, subject to availability. A change may attract the charges in clause 8.4 and/or a price difference if the new date or details change the cost.

9. Cancellation or Delay by Us

• If we have to cancel your Booking for any reason, we will offer you the choice of an alternative date or a full refund of all sums paid.
• We will use reasonable endeavours to collect and deliver at the agreed times, but unless we have expressly guaranteed a time in writing, collection and delivery times are estimates and are not of the essence.
• We are not liable for delay or failure caused by an event outside our reasonable control (“Force Majeure”), including severe weather, flood, fire, accident, traffic, road closures, mechanical breakdown, strikes, acts of public authority, war, civil unrest, or pandemic. We will contact you as soon as reasonably possible and the time for performance will be extended accordingly.

10. Our Liability for Loss or Damage

• We will take reasonable care of your Goods. If, through our negligence or breach of contract, your Goods are lost or damaged while in our care, we will pay for the repair or, where repair is not reasonably possible, the reasonable cost of replacement on a like-for-like basis, taking account of age, condition and wear.
• Our maximum liability for loss of or damage to the Goods is limited to £[insert sum] per item (or set of items forming a pair or set), unless you declare a higher value in writing before the move and we agree in writing to accept it (which may attract an additional charge). This limit does not apply to liability that cannot be limited by law.
• We are not liable for: (a) loss or damage to Goods we did not pack, where it results from the manner of packing or from defects not apparent on reasonable external inspection; (b) damage caused by the Goods’ own inherent defect, condition or fragility; (c) electrical or mechanical derangement of appliances unless there is evidence of external impact; (d) loss of or damage to data or the contents of appliances; (e) deterioration of perishable or unstable items; or (f) damage to fitted carpets, flooring or fixtures arising from access difficulties beyond our control.
• We are not liable for damage to property at either address unless caused by our negligence. Please point out any pre-existing damage before work begins.
• Please examine your Goods on delivery and note any visible loss or damage on our worksheet at the time. We ask that you notify any claim in writing as soon as reasonably possible, and in any event within 7 days of delivery, and give us a reasonable opportunity to inspect the Goods before they are repaired or disposed of. Late notice may make a claim harder to assess but does not affect any statutory time limit within which you may bring a claim.

11. Limits on Liability

• Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of terms implied by the Consumer Rights Act 2015 that cannot lawfully be excluded; or (d) any other liability that cannot be excluded or limited by law.
• Subject to clause 11.1, we are not liable for loss that was not reasonably foreseeable to both parties when the Contract was made, nor for loss of profit or purely economic loss.
• Subject to clause 11.1, our total liability arising out of or in connection with the Contract shall not exceed the limits set out in clause 10.

12. Our Lien Over Goods

• We have a general lien over the Goods in our possession in respect of any sums lawfully due and unpaid under the Contract (for example, agreed additional charges). Where any such sum remains unpaid for more than [insert number] days after we have given you reasonable written notice, we may sell or dispose of the Goods and apply the proceeds towards the sums due and the reasonable costs of sale, accounting to you for any balance.

13. Sub-Contracting

• We may engage suitably qualified sub-contractors to carry out all or part of the Services. Where we do so, these Terms continue to apply and we remain responsible to you for performance of the Services.

14. Data Protection

• We process your personal data in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018, and our Privacy Policy, a copy of which is available on request. Our Privacy Policy explains what data we collect, why, the lawful bases on which we rely, who we share it with, how long we keep it, and your rights.

15. Complaints

• If you are unhappy with any aspect of our Services, please contact us promptly at [email protected]. We aim to acknowledge complaints within 5 Working Days and to provide a full response within 7 Working Days.
• If we cannot resolve your complaint, you may be entitled to use an alternative dispute resolution scheme [insert scheme details if applicable], without affecting your right to take court action.

16. General

• If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force and effect.
• No failure or delay by us in enforcing any provision is a waiver of our rights.
• A person who is not a party to the Contract has no rights under the Contracts (Rights of Third Parties) Act 1999.
• These Terms and the Contract are governed by the laws of England and Wales, and you and we submit to the non-exclusive jurisdiction of the courts of England and Wales.

17. Acceptance

By obtaining a Quotation, completing your Booking and making payment through our website, you confirm that you have read, understood and agree to these Terms and Conditions.