Terms and conditions

These terms cover removals, packing and storage carried out by Edgware Removals. Accepting a quotation means accepting them. Where your signed quotation says something different from this page, the quotation wins.

The quote

Every quotation is built from what we saw at the survey — the rooms, the loft, the garage, the access at both addresses. It holds for twenty-eight days from the date on it unless it states otherwise.

If the contents or the access turn out to be materially different from what was recorded — a loft that was not opened, a garage that was not mentioned, a road that will not take the vehicle described — we will tell you and agree any change with you before carrying on. Nothing gets added to an invoice afterwards without that conversation.

Confirming the booking

A date is held once you have accepted the quotation in writing and paid any deposit shown on it. The balance falls due before anything is unloaded at the new address, unless we have agreed account terms with you in writing.

Changing or cancelling

Tell us in writing. Cancel more than fourteen days before the agreed date and the deposit is returned in full. Between fourteen and seven days before, we keep the deposit. Inside seven days, a charge may apply reflecting the crew and vehicle already committed to your date.

Chains slip, and a postponement is not a cancellation. Where you move the date rather than drop it, we will do everything we reasonably can to carry the deposit across.

Access, parking and permits

Where we have agreed to apply for a parking dispensation or a suspended bay with the local authority, we will do so. Where a council refuses one, or the bay is obstructed on the day by someone else, that is outside our control.

Where a road cannot take the vehicle quoted, or a lift is out of service, or a building withdraws a booked loading window, additional work such as a shuttle vehicle or extra crew may be needed and charged. All of these are far less likely where the access was described accurately at survey, which is why we ask.

What we will not carry

• Anything flammable, explosive, corrosive or pressurised — gas bottles, fuel, paint, thinners, aerosols in quantity, fireworks
• Prohibited or stolen goods, drugs, firearms and ammunition
• Pets and livestock, and plants where they cannot lawfully travel
• Perishable food, and anything likely to attract vermin
• Jewellery, currency, deeds and securities — please carry these yourself

If any of it turns up in the load we may take it back out, and you are responsible for any loss, damage or cost that results from it having been there.

What we need from you

• You, or an adult you have authorised, present at both addresses
• An accurate description of access at survey — floors, stairs, lifts, parking restrictions and any building booking the block requires
• Gas, plumbed and hard-wired appliances disconnected and reconnected by a qualified engineer
• Fridges and freezers emptied and defrosted, and fuel drained from mowers and other garden machinery
• Anything of unusual value, weight or fragility pointed out to us before the day
• A final check that the property is clear before we drive away

Delays

Completion times slip, chains break, roads close and weather happens. None of that is within our control and none of it is our responsibility, but we will keep you informed and do whatever we reasonably can — including holding the load in storage where that is the sensible answer.

Cover and liability

We take reasonable care of everything we handle. What we are liable for, and up to what limits, is set out in the cover in force for your move and described in your quotation. Read those limits before you book rather than after.

We are not liable for damage to goods you packed yourself where the packing caused it, for inherent defect or ordinary wear, for electrical or mechanical failure where there is no external sign of damage, or for consequential losses such as lost earnings or accommodation costs.

Reporting a problem

Anything visible should be noted with the crew at delivery. Anything else must reach us in writing within seven days of delivery. Please keep the item and its packaging until the claim is settled. We cannot progress a claim while an account is unpaid.

Storage

Goods entering storage are inventoried on the way in. Storage is charged in advance for each period. Where charges go unpaid we may hold the goods against what is owed, and where an account is three months or more in arrears and we have given written notice, we may sell them to recover it, accounting to you for anything left over.

Moves that cross a border

You are responsible for providing accurate documentation and for the truthfulness of the declared inventory. Duties, taxes, inspection fees and anything else levied by authorities at the destination are payable by you. How quickly clearance happens is decided by those authorities, not by us.

Who does the work

Our own crews. Where a genuinely specialist element is involved — a piano specialist, a crane, a vehicle transporter, a clearing agent abroad — we will tell you in advance and stay your point of contact throughout.

Complaints, and the law

Write to hello@edgwareremovals.uk with your job reference. It goes to somebody senior, and you will get an acknowledgement and a named contact rather than a ticket number.

These terms are governed by the law of England and Wales, under the exclusive jurisdiction of its courts. Nothing on this page affects your statutory rights as a consumer.