Terms and conditions

1. Quotations

Quotations are based on the survey and on the information you give us, including the floor, the lift and the access at both ends. A quotation remains valid for twenty-eight days from issue unless stated otherwise on the quotation.

If the work turns out to be 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

You may cancel or reschedule. 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 date change results from a chain delay outside your control, we will do what we reasonably can to rearrange without charge, subject to availability.

4. Parking, permits and building access

Where a bay suspension or dispensation is required we will apply to the local authority on your behalf, provided we have the confirmed date with sufficient notice. Any charge levied by the authority is passed on at cost and identified separately.

You are responsible for telling us accurately about building access, including the floor, the presence and size of any lift, and any requirement imposed by a freeholder or managing agent such as booked loading windows or proof of insurance.

Where a vehicle cannot be positioned near the property and a shuttle or additional labour is needed beyond what was surveyed, the additional cost will be agreed with you before that work is carried out wherever it is practical to do so.

5. Collections from third parties

Where we collect an item from a seller or other third party on your behalf, we act on your instructions only. We do not inspect, test, verify or value the item, and we are not party to your purchase. If the item is not as described, that is a matter between you and the seller.

If the item cannot be removed from the collection address — because of its size, the access, or the third party declining to release it — we will tell you and the journey will be charged as attended. We will not remove an item without the occupier’s agreement.

6. Van sizing

Van size is agreed from the information and photographs you provide. Where the load proves materially larger than described and a second journey or a larger vehicle is required, the additional cost is chargeable and will be confirmed with you before that work proceeds wherever practical.

7. Communal areas

In converted and shared buildings we protect communal hallways and staircases as standard. We are not liable for pre-existing damage to communal areas, and we will record their condition before work begins where a building or 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 tell us before the move about any item of unusual value so appropriate cover can be arranged.

We are not liable for loss or 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. We may refuse to carry undeclared items where doing so would be unsafe.

10. Claims

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

11. Storage

Goods placed into storage are inventoried and stored in sealed containers. Storage 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@londonremovalsvan.co.uk.