Terms and conditions

1. Quotations

A quotation reflects the volume, access and services identified at survey and the information you have given us. It stays open for acceptance for thirty days from its date unless stated otherwise. If what we find on the day differs materially from what was described — more volume, an access restriction we were not told about, a property we cannot reach with the agreed vehicle — we will tell you before proceeding and the charge may be adjusted.

2. Your obligations

• Give accurate information about the goods, the addresses and the access at both ends
• Be present, or nominate someone who can make decisions for you
• Obtain any parking permission or bay suspension only the occupier can apply for, where we have told you this applies
• Remove from the load anything listed in clause 4 as not accepted
• Check nothing is left behind and nothing is taken in error before we leave either address

3. What we do

We carry out the work described in your quotation with reasonable care and skill, using crews and vehicles suited to the job. Where we have quoted for packing, we supply the materials and do the packing described. Where you pack yourself, clause 5 applies to those cartons.

4. Goods we do not carry

We do not accept cash, jewellery, deeds, securities or similar valuables; illegal items; firearms and ammunition; explosive, flammable or corrosive substances, including gas bottles and undrained fuel; plants or foodstuffs likely to spoil or attract vermin; or live animals. Anything of exceptional value must be declared before the move so appropriate arrangements can be agreed in writing.

5. Liability and cover

We hold goods in transit and storage cover; the level applying to your move is stated in your quotation. Cover carries its own conditions and exclusions, which we supply on request before you book.

Cartons you packed yourself are carried, but our liability for their contents is limited unless the carton itself is visibly damaged, because we cannot verify what went in or how. The same applies to items moved against our advice and to goods whose nature or value you have not declared.

We are not liable for loss or damage caused by circumstances outside our reasonable control, for pre-existing defects in goods or buildings, for electrical or mechanical faults in appliances where there is no external damage, or for indirect loss such as income lost through a delay.

6. Claims

Note loss or damage at delivery where it is apparent, and report it to us in writing within seven days of delivery. Claims made outside that window may not be accepted. Please keep damaged items and their packing until we have had a chance to inspect them.

7. Payment

Unless we have agreed credit terms in writing, payment is due in cleared funds before unloading at the destination. A deposit taken to hold a date is applied to the final invoice. Overdue accounts may attract interest and recovery costs at the statutory rate.

8. Cancellation and postponement

Cancel or postpone by telling us in writing. A deposit is refundable in full if you cancel more than fourteen days before the agreed date. Inside that period, and where we have already committed crew, vehicles or a groupage slot, we may retain a charge reflecting our actual costs — always set out in writing rather than deducted silently.

9. Storage

Goods in store are subject to the storage terms in your storage agreement, covering charging periods, access arrangements and the notice needed for delivery out. We may exercise a lien over stored goods for unpaid charges.

10. International moves

For moves outside the UK you are responsible for the accuracy of the declarations made on your behalf and for supplying the personal documentation the destination country requires. Customs authorities may inspect, hold or require further documentation; where that happens the resulting charges and delays are outside our control and are passed on at cost. We tell you what is needed, and when, as early as we can.

11. Law

These terms are governed by the law of England and Wales, whose courts have jurisdiction. Nothing here affects your statutory rights as a consumer.

12. Contact

Questions about these terms go to hello@removals-tunbridgewells.co.uk. Tunbridge Wells Removals confirms anything material in writing rather than by phone alone. How we handle your information is on the privacy page.