Terms and conditions

1. Scope

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

2. The instructing party

Every quotation names one instructing party and the capacity in which they act — in their own right, as an agent for a disclosed principal, as an executor or administrator, or as an authorised officer of an organisation. We take instructions from that party and from nobody else.

Where the paying party and the householder are different people, we will contact the householder before the work and take their instructions on practical matters. That contact is a condition of the booking and is not waivable by the paying party.

3. We do not give legal, probate or insurance advice

Nothing on this website or said by our staff is legal, probate, tax, immigration or insurance advice, and it should not be relied on as any. The content describes how those situations affect a removals booking, which is a different thing.

We are not solicitors, loss assessors, claims handlers, valuers or housing officers. Where a matter needs advice of that kind we will say so and decline to advise.

4. Goods belonging to a third party

Where the instructing party is not the owner of the goods, we require either the owner's written agreement or a court order before moving them.

We will not dispose of goods belonging to a third party in any circumstances. Where goods have been left at a property, we will move them into storage in the owner's name, listed and photographed, or deliver them to an address the owner provides. Any statutory notice procedure remains the instructing party's responsibility.

5. Authorised scope on a claim

Where an insurer or a loss adjuster is settling, we work to the scope authorised in writing. We will not carry out unauthorised work in expectation of subsequent approval.

Where we consider that further work is needed, we will set it out in writing to the policyholder and the adjuster and await instruction. A written note of anything not authorised is provided to the policyholder.

6. Disputed items

Where ownership of or entitlement to an item is disputed at the time of the work, that item is left where it is and the remainder of the job proceeds. We will not determine such a dispute, act on the instruction of a party who is not the named instructing party, or remove an item over an objection made at the property.

7. Work we will stop

Where a resident objects to a move being carried out, we will stop and refer the matter to the instructing party. Where continuing would be unsafe, unlawful, or would require us to act against these terms, we will stop.

Time reasonably spent before stopping remains chargeable to the instructing party.

8. Access and the information you give us

Describing access at both ends is the instructing party's 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 as a result, that work is chargeable.

9. 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. Where an organisation is paying, an order reference does not alter when payment falls due.

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 the householder.

11. 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. The quotation states the limit per item. Declare items of unusual value before the move so that appropriate cover can be arranged.

Where an organisation is paying and its policy caps cover below the value of the goods, we will tell the householder and quote additional cover to them separately.

12. Storage

Goods we hold are loaded, listed and recorded at the collection address and a copy of the list is provided. Charging runs from the collection day in the periods the storage agreement sets out, and access 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 for any surplus.

13. 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.

14. Matters outside our control

Planning gives us no authority over traffic, weather, road closures, a lift failing, a building withdrawing permission, a chain not completing, sailing schedules, port congestion, or customs processing. Where any of that bears on your job we tell you at once and work out 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 marked as yours on the relevant country page, for the accuracy of what you tell us, and for the timing of your own arrival where a relief depends on it.

Duties, taxes and charges imposed at the destination are payable by you unless the written quotation states otherwise. Where a shipment cannot clear because a personal document is not yet in place, storage and demurrage at the receiving end are payable by the paying party.

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.