Terms and conditions.

1. Scope

These terms apply to quotes and services provided by Northwood Removals. The booking contract issued for your move sits alongside them; where the two differ, the booking contract takes precedence.

2. Quotes

Quotes reflect the information you give us and what we observe at survey. They assume reasonable access at both addresses and that the volume presented on the day matches what was surveyed, including the contents of lofts, cellars, garages and outbuildings. Where either differs materially we will tell you before proceeding and the quote may be revised. A quote is valid for thirty days from issue unless stated otherwise.

3. Access, private roads and estates

You are responsible for ensuring safe and lawful access at both properties. Where an address is on a private road or within a managed estate, access arrangements, permitted hours and vehicle restrictions are set by the estate or its managing agent. We will liaise with them where you ask us to, but we cannot guarantee that permission will be granted, and we are not liable for delay or additional time arising from access being refused or restricted on the day.

Where a driveway or approach proves unable to accommodate the vehicle described in the quote and a shuttle becomes necessary, additional time may be chargeable; we will tell you before proceeding.

4. Booking and deposits

A date is held once the booking is confirmed and any deposit paid. Where a deposit is taken it is refundable in full if you cancel within fourteen days of paying it, provided that period ends before the move date.

5. Cancellation and postponement

Tell us as early as you can. Cancelling or postponing close to the date may incur a charge reflecting resource committed and no longer reassignable; the scale is in the booking contract. On international bookings, cancellation after a crossing or consolidation slot has been reserved may carry third-party costs we cannot recover.

6. What we will not carry or handle

Fuel, gas cylinders, aerosols, paint, solvents, explosives and other hazardous goods. We do not remove or handle asbestos in any form; where suspected asbestos is encountered we will stop work on that item and advise you to instruct a licensed contractor. We will not knowingly carry illegal items, live animals or perishable food. Cash, jewellery, deeds, passports and similar valuables should travel with you rather than on the vehicle.

7. Items of exceptional value

Antiques, fine art, instruments and other items of exceptional value must be declared in writing in advance to be covered beyond the standard per-item limit stated in the booking contract. Where we consider an item requires specialist handling beyond our service we will say so before booking and, where appropriate, decline that item rather than accept it.

8. Doors, fittings and dismantling

Where the only means of moving an item is to remove a door, banister section or fitting, we will do so only with your agreement and will refit it before leaving. We are not liable for defects revealed by such removal, or for damage to fittings that were already compromised.

9. Liability and insurance

We hold goods in transit and public liability cover, with limits stated in the booking contract. We are not liable for damage to goods you packed where the packing is the cause, for pre-existing defects, for damage arising from access described inaccurately, for wear inherent in moving large items through spaces not designed for them, or for loss caused by events outside our reasonable control.

10. Claims

Note apparent loss or damage at delivery and report it to us in writing within seven days. Claims made later may not be accepted. Do not dispose of damaged items or their packaging before a claim is settled, as they may require inspection.

11. Storage, payment and customs

Storage charges accrue per storage period and are payable in advance; goods remain subject to a lien for unpaid charges. Unless agreed otherwise in writing, payment is due before or on completion, and for international consignments before goods are released at destination. Customs authorities may inspect, delay or refuse a consignment, and we are not liable for duties, taxes, storage or demurrage arising from an inspection or from documentation you supplied that proves inaccurate.

12. Complaints and governing law

Raise complaints with us first at hello@northwood-removals.co.uk. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.