Terms and conditions

1. Scope

These terms govern removals, packing, unpacking, storage and associated transport carried out by Removals Agency for customers in England, Scotland and Wales, and on road moves into Europe. They become part of our agreement once a written quotation is accepted.

2. Who performs the work

The work is carried out by our own crews using our own vehicles. Where a job genuinely requires a specialist — a piano specialist, a clearing agent abroad, a licensed waste carrier, or a firm holding a permission we do not — that party is identified to you before the booking is confirmed rather than afterwards.

We do not broker your instruction to a third party, and we do not sell your enquiry.

3. Instruction levels

The quotation states which level of instruction it covers. Level one is transport of goods packed by you. Level two adds materials and packing by us. Level three adds unpacking, reassembly and removal of the empty cartons.

Moving up a level after quotation is possible with enough notice to schedule the additional work, and is confirmed by a reissued written quotation rather than agreed verbally on the day.

4. Surveys and quotations

Every quotation follows a survey, carried out in person or by video, which fixes the volume, the access at each end, the instruction level and whether goods are to be held. A written quotation stands for thirty days from its date, against the inventory taken at that survey.

Where what is actually being moved differs materially from that inventory we tell you before continuing and confirm any revised figure in writing.

5. Booking and payment

A booking becomes firm once the quotation is accepted in writing and any deposit stated on it is paid. A deposit is returned in full on cancellation more than fourteen 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 quotation states, and in any event within fourteen days of the invoice date unless agreed otherwise in writing. Interest may fall due on anything unpaid after that.

6. Access and what sits with you

Describing access at both ends is your responsibility: floors, lifts, staircases, drives, gateways, lane surfaces and any parking restriction. Where a street requires a bay suspension we will apply, though we cannot guarantee it is granted or that a suspended bay is clear on the day.

Where access proves materially different from the description and the job therefore takes substantially longer or needs other equipment, we raise it with you at the time rather than adjusting an invoice quietly.

7. Packing, and cover for it

At level one, cartons packed by you are covered for loss or damage arising from our handling but not for damage attributable to the packing itself. At levels two and three we pack, and the cover applies accordingly.

This distinction is the principal practical difference between the levels and is stated on every quotation rather than left to be discovered.

8. Long-distance work

On moves crossing the country the departure time stated on the quotation is part of the arrangement rather than a suggestion, and a delayed start may make same-day completion impossible.

Where a move runs over more than one day the vehicle is secured overnight with the load aboard and the same crew continues the following morning. Any alternative arrangement is stated on the quotation.

9. 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 and are restricted on European moves. Money, jewellery, deeds, passports and medication should stay with you.

10. Cover

Goods in transit and in store are covered to the level your quotation and storage agreement state, subject to the exclusions written there. Declare anything of unusual value before the move so it can be handled and covered properly.

11. Storage

Goods we hold are loaded, inventoried and recorded at the collection address. Charging runs from the collection day in the periods the storage agreement sets out. Reaching held goods is by arrangement and requires reasonable notice.

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 to you for any surplus.

12. Matters outside our control

Planning gives us no authority over traffic, weather, road closures, port or crossing disruption, ferry cancellation, customs processing, or a chain collapsing. Where any of that bears on your move we tell you at once and work out the best remaining option with you.

13. Moves outside the UK

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

We do not carry out sea or air freight. Where a destination requires either, we will say so rather than accept the booking.

14. 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.

15. Cancellation by us

Work that would be unsafe, unlawful or impossible for reasons beyond our control may be cancelled or postponed, with sums paid for work not carried out refunded.

16. 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.