Terms and conditions

1. Quotations

Quotations are based on the survey and on the information you give us about the building, including the floor, the lift, the staircase and any listing or management arrangement. A quotation remains valid for twenty-eight days from issue unless stated otherwise on the quotation.

If the work proves materially different from what was surveyed — significantly more goods, an undisclosed floor or staircase, or a change of address — we will tell you before proceeding and agree any adjustment with you.

2. Booking and payment

A booking is confirmed when we issue a written confirmation and you accept it. Payment terms are on your quotation; unless agreed otherwise in writing, payment is due before goods are unloaded at the destination.

3. Cancellation and changes

Cancelling more than fourteen days before the booked date means any deposit is refunded in full. Cancellation inside fourteen days may incur a charge reflecting the resources committed, as set out in your booking confirmation. Where a building lift slot has been reserved and cannot be released, that may also be reflected.

Where a date change results from a chain delay outside your control, we will do what we reasonably can to rearrange without charge, subject to availability and to the building's own booking system.

4. Building access and third-party permissions

You are responsible for giving us accurate information about the building, including floor, lift availability and dimensions, listing status, and the identity of any freeholder or managing agent.

Where notice, a booked lift slot, a loading-bay reservation or evidence of insurance is required, we will arrange it on your behalf provided we have the confirmed date with sufficient notice. We are not liable for delay or additional cost arising where a building refuses or withdraws access, or where a required notice period could not be met because the date was confirmed late.

Where a vehicle cannot be positioned near the property — including where a car park height restriction prevents access — and a longer carry, shuttle or additional labour is required beyond what was surveyed, the additional cost will be agreed with you before that work is carried out wherever practical.

5. Road charges and penalties

Where a move requires a vehicle to enter the Congestion Charge zone or a zone in which an emissions charge applies, those charges are passed on at cost and identified separately on your quotation. We will tell you the position before you book.

We are responsible for penalties arising from our own driver's conduct. We are not liable for penalties arising because access we were told would be available was not, or because a loading window could not be used for reasons outside our control.

6. Listed buildings and protected fabric

We will not remove, alter or temporarily dismantle any part of a listed building's protected fabric, including windows, door cases, staircases, balusters and joinery, whether or not you ask us to. Where an item cannot be moved without such alteration, it will not be moved, and we will identify this at the survey wherever possible.

7. Communal areas

In shared and converted buildings we protect communal hallways, staircases and lifts as standard. We are not liable for pre-existing damage, and we will record communal condition before work begins where the building or its agent requires it.

8. Our liability

We carry goods in transit and public liability insurance. The cover, its limits and any excess are set out in your quotation and booking confirmation. You must declare items of unusual value before the move so appropriate cover can be arranged.

We are not liable for damage to goods packed by you where the damage results from that packing, for perishable items, or for loss arising from circumstances beyond our reasonable control.

9. Goods we will not carry

Hazardous or flammable goods including fuels, gas cylinders and solvents; illegal items; living animals; and plants or perishable foods where the journey would spoil them.

10. Claims

Loss or damage should be noted at delivery where possible and reported to us in writing within seven days of delivery, so that circumstances can still be established.

11. Storage

Goods placed into storage are inventoried and stored in sealed containers. Charges are payable in advance. Goods will not be released until outstanding charges are paid, and we may exercise a lien over stored goods where charges remain unpaid.

12. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

13. Contact

Questions about these terms can be raised through the contact page or by emailing hello@london-removals.uk.