Terms and Conditions

1. About us

Rockel Removals is a trading name of Rockel Shipping Company Limited, a company registered in England and Wales.

• Company number: 06948538
• VAT registration number: 994 7413 72
• Registered office: Rockel Shipping Company Ltd, Tuskite Import and Export Services, Tuskite Works, Pitsea Hall Lane, Pitsea, SS16 4UH.

In these terms, “we”, “us” and “our” mean Rockel Shipping Company Limited trading as Rockel Removals. “You” and “your” mean the person or business purchasing our services.

2. Scope of these terms

These terms apply to services including:

• man and van services;
• house and flat removals;
• office and commercial removals;
• furniture and large-item collections;
• packing and unpacking assistance;
• loading and unloading;
• local collection and delivery services; and
• other related services agreed in writing.

Separate terms may apply to international shipping, container shipping, freight forwarding or storage services. Where another written agreement expressly applies, that agreement will take priority to the extent of any conflict.

3. Quotations and estimates

3.1 Information supplied by you

Our quotation or estimate is based on the information you provide. This may include:

• collection and delivery addresses;
• postcodes and estimated travelling distance;
• the number, size and type of items;
• the number of rooms or size of the property;
• the number of workers and vehicles required;
• the estimated duration of the work;
• floor levels and availability of lifts;
• walking distance between the property and vehicle;
• parking and access restrictions;
• packing or dismantling requirements; and
• any unusually heavy, fragile, valuable or difficult items.

You must provide accurate and complete information. You must tell us promptly if any relevant detail changes.

3.2 Estimates

An online estimate is an indication of likely cost and is not necessarily a fixed-price quotation. It may be revised after we receive further information, conduct a survey or inspect the goods or premises.

3.3 Fixed-price quotations

A price will only be treated as fixed where we expressly describe it as a fixed quotation in writing.

A fixed quotation may still be adjusted where:

• the information you provided was inaccurate or incomplete;
• the volume or nature of the goods differs materially;
• additional items or services are requested;
• access is more difficult than disclosed;
• stairs, long carries or parking restrictions were not disclosed;
• waiting time occurs outside our reasonable control;
• the collection or delivery address changes;
• the agreed date or time changes at your request; or
• work cannot be completed safely in the manner originally planned.

3.4 Validity

Unless stated otherwise, a quotation is valid for 14 days from the date it is issued and is subject to availability.

4. Formation of the contract

A contract is formed when:

1. you accept our quotation or booking proposal;
2. we confirm acceptance of your booking; and
3. any required deposit or advance payment has been received, unless we agree otherwise in writing.

Availability displayed or discussed before confirmation is not guaranteed. We may refuse a booking before the contract is formed.

5. Prices and payment

5.1 Charges

Charges may include:

• a minimum or base service charge;
• hourly labour charges;
• vehicle charges;
• mileage or travel charges;
• stairs, access or long-carry charges;
• packing materials;
• packing, dismantling or reassembly;
• waiting time;
• parking, tolls, congestion or clean-air-zone charges; and
• other costs stated in your quotation.

5.2 Hourly bookings

For hourly services, charging may begin at the agreed arrival time, our actual arrival time or another point stated in the quotation. Chargeable time may include loading, travelling, unloading, waiting and any agreed additional work.

Partial hours may be rounded in the manner stated in your quotation or booking confirmation.

5.3 VAT

Prices will state whether VAT is included. Where VAT is chargeable, it will be added at the applicable rate.

5.4 Payment date

Unless otherwise agreed in writing:

• any deposit must be paid when the booking is confirmed; and
• the remaining balance must be paid no later than completion of the service.

We may require full payment before work starts. We may pause, withhold or refuse performance where an amount that is due remains unpaid.

5.5 Additional charges

Where possible, we will explain additional charges before carrying out additional work. In urgent or operational circumstances, we may record the additional work and charge a reasonable amount based on our applicable rates.

6. Your responsibilities

You are responsible for:

• ensuring that you have authority to instruct us to move the goods;
• obtaining any necessary permission from landlords, freeholders, building managers or other parties;
• arranging suitable parking and any necessary permits;
• ensuring safe and reasonable access at collection and delivery addresses;
• protecting floors, walls or fixtures where specialist protection is required and not included in our service;
• disconnecting, draining and preparing appliances unless we have agreed to do so;
• securing doors, drawers and removable components;
• correctly packing goods where packing is not being carried out by us;
• removing personal documents, money, jewellery and other high-value personal effects;
• ensuring that children, pets and other people are kept away from working and vehicle areas;
• telling us about risks, hazards or access difficulties; and
• checking the premises and vehicle before our team leaves.

7. Goods we will not normally carry

Unless expressly agreed in writing, we will not carry:

• cash, negotiable instruments or financial documents;
• jewellery, precious stones or precious metals;
• passports, deeds, wills or irreplaceable documents;
• firearms, ammunition, explosives or weapons;
• illegal, stolen or prohibited goods;
• hazardous, toxic, corrosive or flammable substances;
• gas cylinders or fuel-filled equipment;
• perishable food requiring controlled conditions;
• live animals, insects, fish or plants requiring specialist care;
• medical or biological materials;
• items that cannot safely be moved by the agreed crew or vehicle; or
• goods whose transport would breach any law or regulation.

If prohibited or dangerous goods are included without our knowledge, we may refuse to handle them, remove them from the vehicle where lawful and safe, or take other reasonable action. You may be responsible for resulting reasonable costs or losses.

8. Fragile, valuable and special items

You must identify before booking any item that is:

• particularly fragile;
• unusually valuable;
• antique, rare or irreplaceable;
• over-sized or exceptionally heavy;
• made from stone, glass, marble or similar material;
• a piano, safe, sculpture or specialist appliance; or
• likely to require specialist equipment or handling.

We may inspect the item, alter the quotation, require specialist packing, impose reasonable handling conditions or decline to carry it.

9. Packing and preparation

9.1 Packing by you

Where you pack the goods, you are responsible for using suitable containers and adequate protection. Boxes must be capable of supporting their contents and must be safely sealed.

We are not responsible for damage caused by inadequate packing that we did not undertake, except where the damage was also caused by our failure to use reasonable care and skill.

9.2 Packing by us

Where packing is included, the scope of the packing service will be stated in the quotation. Unless agreed otherwise, it does not include specialist conservation packing, export packing or preparation of hazardous goods.

9.3 Dismantling and reassembly

Dismantling or reassembly is only included where expressly agreed. We do not guarantee that furniture can be dismantled or reassembled without damage where it was not designed for that purpose, has pre-existing weakness, or has previously been modified or poorly assembled.

10. Access, parking and waiting time

You must tell us about:

• stairs or lack of a working lift;
• narrow doors, corridors or staircases;
• restricted loading hours;
• parking controls or permit requirements;
• height, width or weight restrictions;
• long walking distances;
• building booking systems;
• road closures or restricted access; and
• delays caused by keys, agents, tenants or completion chains.

Reasonable waiting time and additional labour may be charged where work is delayed for reasons outside our control.

Parking charges, permits, tolls, congestion charges, clean-air charges and similar costs may be added to the price where they were not already included.

11. Arrival and completion times

Arrival and completion times are estimates unless we expressly agree a guaranteed time in writing.

Timing can be affected by traffic, weather, road closures, earlier jobs, access restrictions, breakdowns, accidents and other events outside our reasonable control.

We will use reasonable efforts to keep you informed of a material delay. A delay does not automatically entitle you to a full refund where the service can still reasonably be performed.

12. Changes requested by you

Any request to change the date, time, addresses, inventory, crew size, vehicle, packing requirements or scope of work is subject to availability.

We may issue a revised quotation and may require payment of reasonable additional costs caused by the change.

13. Cancellation by consumers

13.1 Statutory cancellation rights

Where you are a consumer and the contract is concluded online, by telephone or away from our business premises, you may have a statutory right to cancel within 14 days after the contract is entered into.

This right is subject to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and any applicable exceptions.

13.2 Services requested during the cancellation period

Where you ask us to begin work during the statutory cancellation period, you expressly request early performance.

If you then cancel after work has begun, you may be required to pay a proportionate amount for services already supplied.

Where the service has been fully performed during the cancellation period following your express request and acknowledgement, the statutory right to cancel may be lost.

13.3 How to cancel

To cancel, you must make a clear statement that you wish to cancel. You may contact us using the contact details shown on our website or booking confirmation.

14. Other cancellation or postponement by you

Outside any statutory cancellation right, you should notify us as soon as possible if you wish to cancel or postpone.

We may retain or charge a reasonable amount reflecting losses directly caused by the cancellation, including:

• administration already undertaken;
• materials purchased for your booking;
• work already performed;
• non-refundable third-party costs;
• reserved staff or vehicle time that we cannot reasonably rebook; and
• other direct losses reasonably incurred.

We will take reasonable steps to reduce avoidable losses. We will not impose a cancellation charge that is disproportionate to the loss caused.

15. Cancellation or suspension by us

We may cancel, suspend or stop work where:

• the work cannot be performed safely or lawfully;
• you have not paid an amount when due;
• you materially breach these terms;
• the information supplied was materially inaccurate;
• our staff are subjected to threatening, abusive or unsafe behaviour;
• the goods include prohibited or dangerous items;
• access is materially different from what was disclosed;
• the required work exceeds the safe capacity of the crew or vehicle; or
• an event outside our reasonable control prevents performance.

Where reasonably possible, we will explain the reason and offer an alternative date or solution.

16. Our standard of service

We will perform our services with reasonable care and skill. Nothing in these terms removes or reduces any statutory right that cannot legally be excluded.

17. Inspection, delivery and confirmation

You or an authorised representative should be present at collection and delivery unless otherwise agreed.

You should inspect the goods and premises as soon as reasonably possible and tell our team about any visible damage or missing item before they leave where practicable.

A signature, electronic confirmation, photograph or other delivery record may be used as evidence that the stated goods were collected or delivered. It does not remove any legal right you may have in relation to damage that could not reasonably have been identified at the time.

18. Loss or damage

18.1 Reporting a problem

You should notify us promptly and provide:

• your booking or invoice reference;
• a description of the item and alleged damage or loss;
• photographs where available;
• proof of ownership and value where relevant;
• details of the item's age and condition; and
• any supporting repair or replacement estimate.

Prompt notification helps us investigate, preserve records and inspect damage. A delay in reporting does not automatically invalidate a legitimate consumer claim, but may affect what can reasonably be established.

18.2 Pre-existing defects

We are not responsible for deterioration or failure caused solely by:

• pre-existing damage, weakness or defect;
• ordinary wear and tear;
• inherent defects or natural deterioration;
• electrical or mechanical failure not caused by mishandling;
• infestation, mould, rust or corrosion already present;
• inadequate packing carried out by you; or
• your failure to prepare an item properly.

18.3 Repair and replacement

Where we are responsible for damage, the appropriate remedy may include reasonable repair, restoration, replacement with an equivalent item, or financial compensation reflecting the item's age, condition and value immediately before the damage.

We will not ordinarily be required to replace an entire set where one component can reasonably be repaired or replaced, unless applicable law requires otherwise.

19. Limits on liability

In particular, we do not exclude or restrict liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory consumer rights that cannot lawfully be excluded; or
• any other liability that cannot legally be limited.

We are not responsible for loss that:

• was not reasonably foreseeable when the contract was made;
• was caused by inaccurate or incomplete information supplied by you;
• was caused by your breach of these terms;
• results from an event outside our reasonable control;
• is a business loss where you contracted as a consumer; or
• could reasonably have been avoided or reduced by you.

Where you contract wholly or mainly for business purposes, we will not be liable for loss of profit, loss of revenue, loss of business, loss of opportunity, loss of anticipated savings or indirect or consequential business loss, except where such liability cannot lawfully be excluded.

20. Insurance

Details of any insurance or goods-in-transit cover applicable to your booking will be provided separately where relevant.

You should not assume that every item is insured for full replacement value. You should tell us about high-value or unusual items before booking and check whether your own home, contents or business insurance provides additional cover.

Any insurance is subject to the insurer's policy terms, exclusions, excesses and claim procedures.

21. Events outside our reasonable control

We will not be responsible for delay or failure caused by an event outside our reasonable control, such as:

• severe weather or flooding;
• road closures, exceptional traffic or accidents;
• vehicle breakdown despite reasonable maintenance;
• fire, explosion or natural disaster;
• industrial action;
• public-health restrictions;
• civil disturbance or terrorism;
• failure of utilities, telecommunications or third-party systems;
• acts or omissions of authorities; or
• unexpected restrictions affecting access or transport.

We will take reasonable steps to reduce the effects and, where appropriate, arrange an alternative date.

22. Complaints

We aim to resolve concerns fairly and promptly.

Please provide your name, booking or invoice reference, details of the issue and the outcome you are seeking. Supporting photographs or documents should be included where relevant.

We may ask for reasonable access to inspect alleged damage before repairs are undertaken.

23. Personal information

We use personal information to administer quotations, bookings, payments, collections, deliveries, customer support and legal obligations.

Further details are available in our Privacy Policy.

24. Website and online estimates

We take reasonable care to keep website information accurate, but availability, journey times, mileage calculations and automatic estimates may change.

An online estimate does not guarantee availability and does not form a contract until the booking has been accepted by us.

25. Communications

We may communicate with you by telephone, email, text message, WhatsApp or another method you provide or agree to use.

You are responsible for ensuring that the contact details you provide are accurate and monitored before and during the booking.

26. Third-party rights

Unless expressly stated otherwise, no person other than you and us has a right to enforce the contract under the Contracts (Rights of Third Parties) Act 1999.

27. Transfer of rights

We may use employees, contractors or carefully selected service providers to perform parts of the service.

You may not transfer your rights or obligations under the contract without our written consent, except where applicable law provides otherwise.

28. Severability

If any provision of these terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in effect.

29. Waiver

A delay or failure by either party to enforce a right does not mean that the right has been waived.

30. Changes to these terms

We may update these website terms from time to time. The terms applying to a booking will normally be those provided or available when the contract was formed, unless a change is required by law or agreed by both parties.

31. Governing law and courts

These terms and the contract are governed by the laws of England and Wales.

If you are a consumer resident in another part of the United Kingdom, you may also have the right to bring proceedings in the courts applicable to where you live.

32. Contacting us

You can contact Rockel Removals using the telephone number, email address or contact form displayed on our website or in your quotation or booking confirmation.

Postal correspondence may be addressed to:

Rockel Shipping Company Limited
Trading as Rockel Removals
Tuskite Import and Export Services
Tuskite Works
Pitsea Hall Lane
Pitsea
SS16 4UH