Terms and conditions

These terms cover removals, packing and storage by Hounslow Removals. Accepting a quotation accepts them. Where a signed quotation differs, the quotation wins.

1. Quotation

Built from what was recorded at survey — rooms, loft, garage, shed, access at both addresses. Valid twenty-eight days from issue unless stated otherwise. Where contents or access prove materially different, we tell you and agree any change before continuing. Nothing is added afterwards without that conversation.

2. Booking and payment

A date is held on written acceptance and payment of any deposit shown. The balance is due before unloading at the destination, unless account terms are agreed in writing.

3. Cancellation and postponement

In writing. More than fourteen days before the date, the deposit is returned in full. Between fourteen and seven days, we retain it. Inside seven days, a charge may apply reflecting committed crew and vehicle. Postponement is not cancellation — we will do what we reasonably can to carry the deposit across.

4. Access, permits and charges

Where agreed, we apply for a dispensation or suspended bay with the London Borough of Hounslow. Refusal by the council, or obstruction of the bay by a third party, is outside our control. Where a road will not take the quoted vehicle, a lift is out of service, or a booked window is withdrawn, additional work such as a shuttle may be required and charged.

5. Goods we will not carry

Flammable, explosive, corrosive or pressurised items (gas bottles, fuel, paint, thinners, aerosols in quantity, fireworks); prohibited or stolen goods, drugs, firearms and ammunition; pets, livestock and plants that cannot lawfully travel; perishable food and anything liable to attract vermin; jewellery, currency, deeds and securities, which you should carry yourself. If found in the load we may remove them, and you are responsible for any resulting loss, damage or cost.

6. Your obligations

Be present, or have an authorised adult present, at both addresses. Describe access accurately at survey. Have gas, plumbed and hard-wired appliances handled by a qualified engineer. Empty and defrost fridges and freezers; drain fuel from garden machinery. Point out anything of unusual value, weight or fragility before the day. Check the property is clear before we leave.

7. Delays

Completion delays, chain failures, road closures, weather, withheld building access and customs processing are outside our control and are not our responsibility. We will keep you informed and do what we reasonably can, including holding the load in storage.

8. Liability

We take reasonable care. Liability for loss or damage is limited to the terms of the cover in force for your move, described in your quotation. We are not liable for goods you packed where the packing caused the damage, for inherent defect or ordinary wear, for electrical or mechanical failure with no external sign of damage, or for consequential loss such as lost earnings or accommodation.

9. Claims

Visible damage should be noted with the crew at delivery. Anything else must reach us in writing within seven days of delivery. Keep the item and its packaging until the claim is settled. Claims cannot progress while an account is unpaid.

10. Storage

Inventoried on entry and charged in advance per period. Unpaid charges may be secured against the goods, and where an account is three months or more in arrears and written notice has been given, we may sell them to recover what is owed, accounting to you for any balance.

11. International moves

You are responsible for accurate documentation and for the truthfulness of the declared inventory. Duties, taxes, inspection fees and other charges raised at the destination are payable by you. Clearance timing is determined by the relevant authorities.

12. Subcontracting

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

13. Complaints and law

Write to hello@hounslowremovals.uk with your job reference; it goes to somebody senior. These terms are governed by the law of England and Wales under the exclusive jurisdiction of its courts. Nothing here affects your statutory rights as a consumer.