Terms and conditions

1. Quotes

A quote is based on the information you give us. If the job turns out to be materially different on the day — significantly more to move, no parking where we were told there would be, an access route that cannot be used — we will tell you what the difference costs before we carry on, not afterwards.

A written quote remains valid for thirty days from the date it is issued, unless it says otherwise on its face.

2. Booking and deposits

A provisional date costs nothing and commits neither of us. A booking is confirmed when you accept the quote in writing and, where we have asked for one, pay a booking deposit.

Where a booking deposit has been paid and you cancel more than fourteen days before the agreed date, the deposit is refunded in full. Inside fourteen days it is retained against the slot we have held for you.

3. Changing the date

Rental moves change. Moving a confirmed date is free where we can re-let the slot, and we will always try. We will tell you plainly if a change means we cannot hold the crew.

4. What you are responsible for

Telling us about access restrictions, permit requirements, lifts that are out of service and anything unusually heavy or fragile. Making sure the property is ready when we arrive. Being present, or nominating someone in writing to be present in your place. Removing your own fixings, and dealing with anything we are not permitted to carry.

5. 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 carry these yourself.

6. Liability

We carry goods-in-transit and public liability insurance. Full 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 the packing, for electrical or mechanical faults that appear after a move without external damage, or for loss caused by anything outside our reasonable control.

7. 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. We would much rather you told us on the day, while we are still there.

8. Payment

The balance is payable on completion of the move unless we have agreed otherwise in writing. Invoiced accounts are payable within fourteen days of the invoice date.

9. Storage

Where we store goods between tenancies, storage charges run from the date the goods enter store and are billed in advance for each period. Goods are released against a cleared account.

10. Complaints

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

11. 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.

Feltham Removals