Terms and conditions

1. Scope

These terms govern household and commercial removals, packing, storage clearances and international movements carried out by us in the United Kingdom and abroad. They become part of our agreement once a written quotation is accepted.

2. Part-completed moves

Where you have already moved part of a household yourself or through another party, our quotation covers only the goods remaining at the collection address at the time of the survey.

Where more has been moved by the time we attend, the work reduces and the quotation is adjusted accordingly. Where more remains than was described, additional work is chargeable and we will tell you before starting rather than afterwards.

3. Taking over from another firm

Where another company has cancelled, failed to attend or ceased communicating, we act solely as your removals contractor for the work we agree. We are not a party to your arrangement with that company.

We will not comment on, assess or give an opinion on the conduct of another firm, and nothing we say should be relied on in a dispute with one. Any claim against a previous contractor is a matter between you and them.

4. Quotations from other companies

Where you send us a quotation issued by another company, we will read it and tell you what service it appears to cover. That is an informal opinion given without seeing the property or the original correspondence, and it is not advice on which you should rely in a dispute.

We do not price against a competitor figure by a fixed margin. Our quotation states what the work costs.

5. Emptying storage units

Where we empty a self-storage unit, we work to the facility's own access rules and hours. Obtaining access, settling any outstanding charges with the facility and providing any authorisation it requires are your responsibility.

We list goods as they are loaded. We cannot verify that the unit contained everything you expected, since we did not fill it and no inventory existed beforehand.

6. Surveys and quotations

Quotations follow a survey at the property, or a remote survey by video or photographs where the volume and access are plainly straightforward or where time does not permit a visit. A quotation given without either is provisional and is stated as such.

7. Access and the information you give us

Describing access at both ends is your responsibility: floors, lifts and lift door openings, staircases and their turns, doorway widths, parking restrictions and approach roads.

Where access differs materially from what was described and additional work is required, that work is chargeable. Where we identified a problem in advance and told you, no charge arises for work not attempted.

8. Booking and payment

A booking becomes firm once the written quotation is accepted and any deposit stated on it is paid. A deposit is returned in full on cancellation more than seven days ahead of the booked date; inside that window some or all may be retained against costs already committed.

The balance falls due as the written quotation states, and in any event within fourteen days of the invoice date unless agreed otherwise in writing.

9. Packing

Where we pack, materials and labour are as stated on the quotation. Cartons packed by you are covered for loss or damage arising from our handling but not for damage attributable to the packing itself.

On a part-completed move this applies to anything you packed during the earlier stages as well as to cartons packed for us.

10. Goods we will not carry

Hazardous and prohibited items: fuel, gas cylinders, fireworks, solvents, open paint, corrosives, ammunition and similar. Nothing perishable and nothing living; plants travel at your own risk. Money, jewellery, deeds, passports and medication should stay with you.

11. Waste

We do not hold a waste carrier licence and do not undertake waste disposal. We will move goods to a purchaser, a charity, a storage facility or another address; anything requiring licensed disposal must be arranged separately. This applies equally to goods found in a storage unit we are emptying.

12. Cover

Goods in transit and in store are covered to the level your written quotation and storage agreement state, subject to the exclusions written there. Items of unusual value must be declared before the move.

Goods that have already been moved, stored or handled by others before we attend are covered from the point we take them into our care and not before.

13. Storage

Goods placed into our storage are governed by a separate storage agreement with its own cover, charging periods and notice provisions. Where storage charges go unpaid and written notice allowing not less than thirty days has been given, we may exercise a lien over the goods and ultimately sell them to recover the debt, accounting for any surplus.

14. Matters outside our control

Planning gives us no authority over traffic, weather, road closures, a lift failing, a building or storage facility withdrawing access, a chain not completing, sailing schedules or customs processing. Where any of that bears on your job we tell you at once and agree the best remaining option.

15. International movements

Customs clearance is handled by us or our appointed agent against the inventory taken before departure. You are responsible for obtaining the documents identified as yours on the relevant country page and for the accuracy of what you tell us. Duties, taxes and charges imposed at the destination are payable by you unless the written quotation states otherwise.

16. Claims

Tell us as soon as you notice loss or damage, and in writing within seven days of delivery or of goods leaving store. Keep the item and its packaging so both can be examined. A late report may limit what the cover will meet.

17. Law

The law of England and Wales governs these terms, and its courts have jurisdiction over any dispute arising under them.

Anything unclear?

Ask before you book, on the contact page.