Terms and conditions

1. Surveys

A survey is free and carries no obligation. Nothing is agreed, nothing is signed, and you are welcome to use what we write down to obtain quotes elsewhere.

2. We do not value or purchase

We are removal and clearance contractors. We do not provide valuations, we do not act as dealers or agents for sale, and we will not make an offer to purchase any item we are moving, storing or clearing.

Where we believe an item may warrant a specialist opinion, we will say so and will not remove it for clearance until you have had the opportunity to obtain one.

3. Authority

Where somebody other than the customer is instructing us — a family member, a solicitor, an attorney acting under a power of attorney, an executor or an administrator — we require confirmation in writing of who is authorised.

Where several people are involved, we ask that one named person instructs us. We will not act on conflicting instructions.

4. Quotes

A quote is based on what we saw at the survey, including lofts, cellars, garages, sheds and outbuildings. If the job is materially different on the day we will tell you what the difference costs before we continue rather than afterwards.

A written quote remains valid for thirty days from the date it is issued unless it says otherwise on its face. Where a quote has lapsed because you took longer to decide, we will simply re-issue it.

5. Staged work

Where the work is arranged in stages — clearance, family deliveries, storage and the move itself — each stage is scheduled and charged separately, and you may vary or cancel a later stage without affecting the earlier ones.

6. Storage

Goods entering store are listed on an inventory which you receive a copy of. Storage charges run from the date goods enter store and are billed in advance for each period. Goods are released against a cleared account, to you or to a person you have nominated in writing.

7. Clearance and disposal

Items you ask us to clear are donated, recycled or disposed of under our waste carrier duty of care, and we provide the relevant transfer documentation. Title in those items passes to us on collection.

You must satisfy yourself before the day that you are entitled to dispose of the items in question and that nothing has been included in error. Once an item has been disposed of it cannot be recovered.

We do not accept hazardous waste. Paint, solvents, garden chemicals, gas bottles and similar items need arranging separately and we will tell you at survey where that applies.

8. Items we will not carry

Cash, jewellery, deeds, passports and similar valuables; controlled drugs; firearms and ammunition; fuels, gas bottles, fireworks and other hazardous goods; perishable food; plants that may harbour pests; and living animals. Please keep these with you.

9. Liability

We carry goods-in-transit and public liability insurance. Details, sums insured and exclusions are provided with your quote. We are not liable for damage to goods you packed yourself where the damage is attributable to that packing, for electrical or mechanical faults appearing after a move without external damage, for pre-existing damage or wear, or for loss caused by anything outside our reasonable control.

10. Claims

Damage must be reported to us in writing within seven days of delivery, with photographs, so that we have a genuine opportunity to inspect. Where goods have been in store, that period runs from delivery out of store.

11. Payment

Payment is due on completion of each stage unless we have agreed otherwise in writing. Invoiced accounts are payable within fourteen days of the invoice date.

12. Cancellation

A provisional date costs nothing and may be moved or cancelled freely. Where a booking deposit has been paid and you cancel more than fourteen days before the agreed date, it is refunded in full; inside fourteen days it is retained against the slot held for you.

13. Complaints

Email hello@northwoodremovals.uk. We will acknowledge your complaint and give you a named person dealing with it.

14. Law

These terms are governed by the law of England and Wales and are subject to the non-exclusive jurisdiction of its courts. Nothing here affects your statutory rights as a consumer.

Northwood Removals