Terms and conditions

1. Scope

These terms govern removals, packing, storage and associated transport carried out by Removals Reviews 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. Surveys, and no figure before one

Every quotation follows a survey, carried out in person or by video, which fixes the volume, the access at each end, the depth of packing and whether goods are to be held. We do not issue figures before a survey.

A written quotation stands for thirty days from its date, against the inventory taken at that survey. The quotation states what is included and what is not.

3. What can change the figure, and what cannot

The figure may be revised only where: materially more is presented on the day than was surveyed; access proves substantially different from what was described; or you ask for additional work.

In each case we raise it with you at the time, explain it, and confirm any revision in writing before continuing. We do not complete the work and adjust the invoice afterwards, and no revision takes effect without your agreement.

4. Inventories

An inventory is taken at the property for every job involving storage, and for any job where you ask for one. It describes contents rather than counting cartons, is made where the goods are rather than afterwards, and a copy is provided to you.

Goods released from storage are checked against the same inventory, and the reconciliation is recorded at the point of release.

5. Walk-through

Before the vehicle leaves a collection address, every room, cupboard, loft hatch and outbuilding is checked with you. Where you cannot be present, each room is photographed as it is emptied and the record is provided to you.

We do not decide that an item is waste. Where something is not obviously refuse and you cannot be reached, it is loaded and travels.

6. 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.

7. 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.

8. 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.

9. 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.

Cartons packed by you are covered for loss or damage arising from our handling but not for damage attributable to the packing itself. This distinction is stated on every quotation rather than left to be discovered.

10. Long-distance work and transfers

On moves crossing the country or a border, your goods travel on one vehicle with one crew. We do not consolidate, transfer or repack a household consignment at a depot en route, and where any alternative arrangement is necessary it is stated on the quotation before you accept it.

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. Communication, and complaints

One named person is responsible for your job from survey to invoice. Where something goes wrong on the day you are told at the time rather than at the end of it.

Complaints are made in writing and are answered in writing. We will tell you what happened, what we propose to do, and where we disagree. Claims for loss or damage are governed by clause 13.

13. 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.

14. Matters outside our control

Planning gives us no authority over traffic, weather, road closures, port or crossing disruption, 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.

15. 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.

16. 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.

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.