Terms and Conditions

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Terms and Conditions of Service 

1. Introduction 

1.1 These Terms and Conditions ("Terms") govern all services provided by William Group Ltd, a company offering residential and commercial removals, cleaning, and house clearance services ("we," "our," "us").  

1.2 By booking or using our services, you (“Client”, “you”, “your”) confirm that you have read, understood, and agree to be bound by these Terms. 

2. Definitions 

2.1 "Services" refers to the removals, cleaning, and house clearance services offered by William Group Ltd.  

2.2 "Client" refers to any individual, company, or organisation that books or uses our services.  

2.3 "Contract" refers to the agreement between William Group Ltd and the Client based on these Terms.

3. Scope of Services 

3.1 Cleaning Services: We provide cleaning services for residential and commercial properties. Services range from a domestic clean to a deep or End of Tenancy clean. We do offer Specific tasks will be agreed upon during booking.  

3.2 Removals Services: We offer removals of furniture, appliances, and general items from properties. Please note that we do not remove hazardous materials, including but not limited to chemicals, paints, batteries, and any items deemed unsafe or regulated by law. If hazardous materials need to be removed, this must be explicitly stated in the contract, and we will work with you to ensure proper handling in compliance with all safety regulations.  

3.3 House Clearance Services:  We provide house clearance services for general waste, furniture, and household appliances only. We do not accept, remove, or dispose of hazardous, dangerous, or restricted items under any circumstances. This includes, but is not limited to, chemicals, paints, batteries, asbestos, flammable materials, and any items classified as unsafe or regulated by law. 

4. Booking and Scheduling 

4.1 Booking Process: Clients may book our services by contacting us directly via phone, email, or through our website. All bookings are subject to availability.  

4.2 Confirmation: A booking will be confirmed once a full payment or deposit (if agreed) is made and we send written confirmation to the Client. Until confirmation, no contract exists.  

4.3 Cancellation: More than 7 days before the scheduled date: Full refund (minus a small admin fee of £30).- 3 to 7 days before the scheduled date: 50% refund of the total booking amount.- 24 to 48 hours before the scheduled date: No refund or 75%-100% cancellation charge, depending on the circumstances.- Same-day or less than 24 hours before the scheduled date:100% cancellation charge (as our team and resources have already been allocated). 

4.4 Rescheduling Option: We understand that unforeseen circumstances can arise. If you need to change your moving date: You may reschedule once for free if you notify us at least 3 days before your original moving date. If rescheduling within 24-48 hours, a rebooking fee of £30 may apply.

4.5 Late Arrivals: We provide an arrival time slot, and our driver will call approximately 30 minutes before reaching the property, unless a different call time has been agreed in advance. If the Client is not ready or unable to provide access upon our team’s arrival, a late-arrival charge may be applied after a 30-minute grace period. Charges will be billed at our standard hourly rates: £70 per hour for 1 mover, £90 per hour for 2 movers, and £110 per hour for Luton van call-outs.

4.6 Waiting Time:  We provide 30 minutes of complimentary waiting time. Any waiting beyond this will be chargeable. Waiting time is billed at our standard hourly rates: £70 per hour for 1 mover, £90 per hour for 2 movers, and £110 per hour for Luton van call-outs. If a flat rate has been agreed, this does not include idle or waiting time outside the 30 minutes complimentary period. Delays may impact our scheduling for subsequent jobs and how we pay our drivers, so waiting charges will automatically apply once the free 30-minute period has passed.

5. Payment Terms 

5.1 Pricing: Prices for our services are based on the scope of work and are available upon request.  

5.2 Payment Due Date: Payment is due upfront prior to the services unless otherwise agreed.  

5.3 Accepted Payment Methods: We accept payments via debit card or bank transfer. Payments must be made in Great British Pounds (GBP). 

6. Client Responsibilities 

6.1 Access to Property:  The Client must provide safe, clear, and unhindered access to the property for the duration of the service. 

6.2 Preparation: The Client is responsible for ensuring the property is adequately prepared for the agreed services, including clearing necessary areas and providing access to utilities where required.   

6.3 Damage:  The Client shall be liable for any loss or damage to our equipment or property caused by the Client’s negligence, failure to follow instructions, or actions of third parties under the Client’s control. 

7. Company Responsibilities 

 7.1 Service Quality: We will carry out all services with reasonable care and skill, in accordance with applicable industry standards.
7.2 Health and Safety: We will comply with all relevant health and safety legislation and take reasonable steps to ensure the safety of our staff, Clients, and property during the provision of services.
7.3 Right to Decline Unsafe Work: We reserve the right to refuse, suspend, or terminate services if the property or working conditions are, in our reasonable opinion, unhygienic, hazardous, unsafe, or pose a risk to health and safety.
7.4 Subcontracting: We may engage subcontractors to carry out part or all of the services, provided they meet our quality and health and safety standards.
7.5 Use of Company Vehicles: For health, safety, insurance, and security reasons, Clients are not permitted to travel in our vehicles. Allowing a Client to enter or travel in a company vehicle is strictly at the discretion of the driver and may be refused without explanation. 

8. Liability and Insurance 

8.1 Limitation of Liability:  Our total liability for any claim arising from the services we provide shall not exceed the amount paid by the Client for the specific service to which the claim relates. We shall not be liable for any indirect, incidental, or consequential losses or damages, including (but not limited to) loss of income, loss of business, delays, or inconvenience. 

8.2 Insurance: We carry comprehensive liability insurance to cover any damages arising from the provision of services.

8.3 Third-Party Contractors: When third-party contractors are assigned, they assume full responsibility for any damage, loss, or liability. William Group Ltd is not liable for their actions or omissions. 

8.4 Packing Waiver:

William Group Ltd will not be held liable for any damages incurred during transit or the loading and unloading process if items are not properly packed or wrapped by the customer. 

 8.5 Fragile and Perishable Items (Including Plants)
Plants and other fragile or perishable items cannot be fully wrapped or protected. William Group Ltd accepts no liability for any damage, deterioration, or loss of such items during handling or transit, and they are transported entirely at the Client’s own risk. 

9. Waste Disposal and Removals 

9.1 Waste Disposal: The Client agrees to ensure that all waste removed complies with relevant legal regulations. Any items deemed hazardous or prohibited will not be accepted unless specified in the contract.  

9.2 Damage and Loss: The Client is responsible for any damage to or loss of property during the removal process. Any repairs or replacement costs will be charged to the Client.  

9.3 Access: The Client must ensure safe access for removal and waste disposal services. If the removal site requires special access, the Client must inform us in advance.

10. Confidentiality and Data Protection 

10.1 Client Information: We respect your privacy and are committed to protecting your personal data. Your data will only be used for purposes related to providing our services and will not be shared with third parties without your consent, unless required by law.  

10.2 Privacy Policy: For more information on how we handle your personal data, please refer to our privacy policy www.williamgroupltd.com/privacy-policy. 

11. Termination 

11.1 Termination by the Client: The Client may terminate this agreement by providing 24 hours notice in writing. Any services rendered up to the termination date will be payable in full.

11.2 Termination by Us: We may terminate this agreement if the Client fails to make payment, breaches these Terms, or acts in a manner that is harmful to the safety or well-being of our staff.

12. Dispute Resolution 

12.1 Resolution Process: Any disputes arising from the services will first be addressed through informal negotiation. If a resolution cannot be reached, the matter may be submitted to mediation or arbitration.  

12.2 Governing Law: These Terms and any disputes arising under them will be governed by the laws of the United Kingdom.

13. Force Majeure 

13.1 Unforeseen Events: We are not liable for delays or failure to perform due to events outside our control, including but not limited to natural disasters, strikes, or government restrictions.

14. Amendments to Terms 

14.1 Changes to Terms: We reserve the right to amend these Terms at any time. Clients will be notified of any material changes through email.

15. Miscellaneous 

15.1 Severability: If any provision of these Terms is found to be invalid or unenforceable, the remainder of the Terms will remain in full force and effect.  

15.2 Entire Agreement: These Terms represent the entire agreement between the Client and William Group Ltd and supersede all previous agreements or communications.