Tom and Jerry Service Terms and Conditions

These Terms and Conditions set out the basis on which Tom and Jerry provides removal and related services within the United Kingdom. By booking, confirming or using our services, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking.

1. Definitions

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

Agreement means the contract between you and Tom and Jerry incorporating these Terms and Conditions and any written quotation or confirmation we provide.

Services means any removal, transportation, packing, loading, unloading, furniture assembly, storage coordination, or related services provided by us.

We, us, our means Tom and Jerry, the provider of the Services.

You, your means the customer, being the person, company or organisation requesting or accepting the Services.

Goods means the items and property which are the subject of the Services.

Working Day means any day other than a Saturday, Sunday or public holiday in the United Kingdom.

2. Scope of Services

2.1 We provide removal and associated services for domestic and commercial customers, including the collection, transportation and delivery of Goods, together with any additional services agreed in writing.

2.2 The specific scope of the Services will be set out in our quotation or booking confirmation. Only the Services expressly described in that document are included in the price. Any additional services requested on the day or after commencement may incur additional charges.

2.3 We may use our own vehicles, equipment and personnel, or arrange for suitably qualified third parties to provide some or all of the Services on our behalf. We remain responsible to you for the proper performance of the Agreement.

3. Booking Process

3.1 You may request a quotation by providing us with accurate and complete information regarding the Goods, access conditions, property layout, service addresses, service dates, and any special requirements.

3.2 Quotations are normally provided based on the information you supply. If that information is incomplete, inaccurate or changes before or during the provision of the Services, we reserve the right to amend the quotation or apply additional charges.

3.3 A booking is not confirmed until we have issued a written confirmation of the booking details, which may be provided by electronic means. At that point, a binding Agreement is formed, subject to these Terms and Conditions.

3.4 We may request a deposit or full prepayment as a condition of confirming your booking. Any such requirement will be stated in the quotation or at the time of booking.

3.5 It is your responsibility to check that all details in the quotation and booking confirmation are correct, including dates, times, addresses, access information and the description of the Services. If you identify any errors, you must notify us as soon as possible and no later than 2 Working Days before the scheduled service date, where reasonably possible.

4. Access, Parking and Customer Obligations

4.1 You must ensure that we have safe, reasonable and timely access to the properties and locations where the Services will be performed, including suitable parking for our vehicles.

4.2 You are responsible for making all necessary arrangements for parking, including obtaining permits or authorisations where required, and for paying any associated charges or fees.

4.3 If access is restricted or unsuitable, or if we are delayed due to circumstances within your control, we may charge waiting time or additional labour at our standard rates.

4.4 You must be present, or ensure that an authorised representative is present, at the relevant premises during the performance of the Services to provide instructions where required and to check that the Services are completed.

4.5 You are responsible for ensuring that all Goods are made available for collection at the agreed time and that fragile, valuable or unusual items are brought to our attention before the Services commence.

5. Payments and Charges

5.1 Our charges are set out in the quotation or booking confirmation and are based on the information you provide at the time of booking.

5.2 Unless otherwise agreed in writing, payment is due as follows:

a. For domestic removals, payment is usually required in full prior to or on the day of the Services, before unloading is completed.

b. For commercial or ongoing contracts, payment terms may be agreed separately and confirmed in writing.

5.3 We may accept payment by commonly used methods made available at the time of booking or service. We reserve the right to refuse the release of Goods until full payment has been received and cleared.

5.4 All charges are quoted exclusive of VAT or other applicable taxes unless expressly stated otherwise. Any such taxes will be added to your invoice at the prevailing rate where payable.

5.5 If payment is not made when due, we may charge interest on the overdue amount at the statutory rate applicable to commercial debts, or if not applicable, at a reasonable rate reflecting our administrative costs and loss of use of the funds, from the due date until the date of payment in full.

5.6 You are responsible for any bank charges or fees associated with your chosen method of payment.

6. Cancellations and Postponements

6.1 If you wish to cancel or postpone your booking, you must notify us as soon as reasonably possible. Cancellation is only effective when we confirm receipt of your notice.

6.2 Subject to any statutory rights you may have, the following cancellation charges may apply:

a. Cancellation more than 7 Working Days before the scheduled service date may incur no charge or a nominal administrative fee.

b. Cancellation between 3 and 7 Working Days before the scheduled service date may incur up to 50 percent of the quoted price.

c. Cancellation within 2 Working Days of the scheduled service date, including on the day of the move, may incur up to 100 percent of the quoted price.

6.3 If you postpone the Services, we will aim to accommodate the new date subject to availability. If we cannot agree a new date or if you subsequently cancel, the relevant cancellation charges may still apply.

6.4 We reserve the right to cancel or postpone the Services where reasonably necessary due to circumstances beyond our control, including severe weather, road closures, vehicle breakdown, staff illness, safety concerns or other events of force majeure. In such cases, we will reschedule the Services as soon as reasonably practicable and our liability will be limited to any prepayments made for Services not yet performed.

7. Items Excluded from the Service

7.1 Unless expressly agreed in writing, we do not carry or handle the following items:

a. Hazardous, dangerous or illegal substances or materials.

b. Explosives, firearms or ammunition.

c. Perishable goods, including refrigerated or frozen items.

d. Live animals or plants.

e. Cash, jewellery or other high-value items where their presence and value have not been declared and agreed in advance.

7.2 We may refuse to handle any Goods that in our reasonable opinion pose a risk to health, safety, property or compliance with law or regulation.

7.3 If we discover such items after the Services have commenced, we may remove them from our vehicles or premises and you will be responsible for any resulting costs, losses or liabilities.

8. Waste Regulations and Disposal

8.1 Where the Services include the disposal or removal of waste or unwanted items, we will do so in accordance with applicable UK waste management and environmental regulations.

8.2 We will only transport and dispose of waste that we are lawfully permitted to handle. Certain categories of waste, including hazardous or specialist waste, may require separate arrangements with licensed contractors. Additional charges may apply if such arrangements are requested or required.

8.3 You are responsible for informing us in advance if any items to be removed or disposed of could be classified as hazardous, regulated or specialist waste, including items such as chemicals, paints, oils, asbestos, electrical equipment requiring special treatment, or similar materials.

8.4 We reserve the right to decline the removal of any waste or items where we reasonably consider that doing so may breach relevant waste or environmental regulations or pose an unacceptable risk.

8.5 Where we remove items for disposal, you confirm that you are the owner of those items or have full authority from the owner to authorise their disposal, and you agree to indemnify us against any claims arising from that disposal.

9. Your Responsibilities for Packing and Preparation

9.1 Unless expressly agreed that we will provide packing services, you are responsible for properly packing and securing your Goods for transport, using appropriate materials and methods.

9.2 Fragile items such as glassware, ceramics, electronics and artworks should be individually wrapped and, where possible, placed in suitable containers or protective coverings.

9.3 You should ensure that all appliances are disconnected, defrosted, drained and made safe before the Services commence. We do not undertake plumbing, electrical work or gas disconnection.

9.4 You must take reasonable steps to protect your property, including flooring and fixtures, from damage during the performance of the Services. Where reasonably practical, we will provide standard protective equipment, but ultimate responsibility for the condition of the property rests with you.

10. Liability and Limitations

10.1 We will exercise reasonable care and skill in providing the Services. Our liability for loss or damage is subject to the terms of this section.

10.2 We will not be liable for any loss or damage to Goods arising from defective or inadequate packing where packing was not carried out by us or under our direct supervision.

10.3 We will not be liable for pre-existing damage, wear and tear, or deterioration of Goods, or for the mechanical or electrical failure of appliances and equipment, unless caused by our negligence.

10.4 Our liability for loss of or damage to Goods, where proven to be caused by our negligence or breach of duty, will be limited to a reasonable and proportionate amount having regard to the nature of the Goods and the charges paid for the Services. You may be required to provide evidence of value and ownership.

10.5 We will not be liable for any indirect or consequential losses, including loss of profit, loss of income, loss of business, loss of opportunity or loss of enjoyment, arising out of or in connection with the Services.

10.6 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

10.7 You must notify us in writing of any loss of or damage to Goods or property as soon as reasonably practicable and in any event within a reasonable time after completion of the Services. Failure to do so may affect our ability to investigate and respond to your claim.

11. Insurance

11.1 We maintain insurance cover appropriate for a removal service provider. Details of our insurance arrangements are available on request.

11.2 Our insurance does not replace your own insurance for your Goods or property. You are strongly advised to maintain adequate insurance cover for your belongings and premises during the move and for any period of storage.

11.3 Any claim you wish to make under our insurance must comply with the policy conditions, including time limits and evidence requirements. We will provide reasonable assistance in this regard.

12. Delays and Force Majeure

12.1 While we will make reasonable efforts to meet agreed dates and times, these are estimates and may be affected by traffic, weather, access issues, operational constraints and other factors.

12.2 We will not be liable for delays or failure to perform the Services where such delay or failure is caused by events beyond our reasonable control, including but not limited to extreme weather, accidents, road closures, strikes, acts of government, public health emergencies or other force majeure events.

12.3 If a delay occurs due to circumstances within your control, such as your late arrival, incomplete packing, or failure to provide access, we may charge additional waiting time or rearrangement fees at our standard rates.

13. Complaints and Dispute Resolution

13.1 If you are dissatisfied with any aspect of the Services, you should raise your concerns with our representative as soon as possible so that we have an opportunity to address them promptly.

13.2 If the issue is not resolved at the time, you should submit a written complaint within a reasonable period following completion of the Services, setting out full details of your concerns.

13.3 We will review and respond to your complaint within a reasonable timeframe, and may request further information or evidence where necessary to fully investigate the matter.

13.4 We will seek to resolve disputes amicably. If a dispute cannot be resolved through our internal process, both parties may consider independent advice or other forms of dispute resolution.

14. Data Protection and Privacy

14.1 We will collect and use your personal information solely for the purposes of providing the Services, managing our relationship with you, and complying with our legal obligations.

14.2 We will take reasonable steps to keep your personal information secure and will not share it with third parties except where necessary to provide the Services, comply with law, or where you have given your consent.

14.3 Further information on how we handle your personal information may be provided separately as part of our privacy practices.

15. Governing Law and Jurisdiction

15.1 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.

15.2 You and we agree that 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 or the Services, subject to any statutory rights you may have to bring proceedings in another jurisdiction.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

16.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall any single or partial exercise of any right or remedy prevent any further exercise of that or any other right or remedy.

16.3 You may not assign or transfer your rights or obligations under the Agreement without our prior written consent. We may assign or transfer our rights and obligations to another suitable provider, provided that this does not adversely affect your rights under the Agreement.

16.4 These Terms and Conditions, together with any quotation or booking confirmation issued by us, constitute the entire agreement between you and us in relation to the Services and supersede any previous understandings or arrangements, whether written or oral.

16.5 We reserve the right to update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Agreement unless changes are required by law or regulatory authorities.